Elephant and Castle Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Elephant and Castle Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Client means the person, firm or company who requests or purchases the services.
Company means Elephant and Castle Carpet Cleaners, providing cleaning services within its operating area.
Premises means the property or properties where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of carpets and any other related services that the Company may agree to provide.
Booking means a confirmed appointment, whether made online, by message, in writing or verbally.
Technician means a person engaged by the Company to perform the services.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and related services to domestic and commercial Clients within its designated service area. The exact services to be provided will be agreed at the time of booking and set out in the booking confirmation.
Unless otherwise agreed in writing, the Company does not undertake structural repairs, electrical work, plumbing work, or any tasks outside the normal scope of professional cleaning. The Company reserves the right to refuse any work that it reasonably considers unsafe, unsuitable, or beyond its professional competence or equipment capability.
3. Booking Process
3.1 A Booking may be made by the Client via the Company’s website form, online enquiry, written communication or by other communication channels as made available by the Company from time to time.
3.2 The Client must provide accurate and complete information when making a Booking, including full address of the Premises, description of the areas or items to be cleaned, parking information and any access restrictions.
3.3 All Bookings are subject to availability and are not confirmed until the Company has issued a booking confirmation. The Company reserves the right to decline a Booking for any reason.
3.4 The Client must ensure that an authorised person is present at the Premises at the agreed start time to provide access, unless alternative access arrangements have been agreed in advance.
3.5 The Company may conduct a pre-service assessment, which may be carried out in person or remotely, to estimate the work required, the time needed and the charges applicable. Any such estimate is based on the information provided by the Client and visible condition at the time of assessment.
4. Prices and Quotes
4.1 Prices are based on the size, condition and type of items or areas to be cleaned, as well as the nature of the service requested and the location of the Premises within the service area.
4.2 Any quote given prior to inspection is an estimate only, based on the details supplied by the Client. The Company reserves the right to adjust the price if, upon arrival, the Premises or items differ significantly from the Client’s description, are heavily soiled, or present additional challenges.
4.3 The Company will inform the Client as soon as reasonably practicable if the price needs to be revised. If the Client does not agree to the revised price, the Company may cancel the Booking and no service will be carried out. In such circumstances, a call-out or cancellation fee may apply, as notified at the time of booking.
4.4 All prices are in pounds sterling. If applicable, any taxes or statutory charges will be clearly stated.
5. Payments
5.1 Payment is due in full on completion of the services on the day of service, unless otherwise agreed in writing in advance.
5.2 The Company may accept payment by cash, bank transfer, card or other payment methods made available from time to time. The accepted payment methods will be confirmed at the time of booking.
5.3 For certain bookings, including larger commercial or end of tenancy work, the Company may require a deposit or full prepayment to secure the appointment. Any required deposit will be notified to the Client before finalising the Booking.
5.4 If payment is not made on the due date, the Company reserves the right to charge interest on any overdue amount at the statutory rate together with any reasonable costs of recovery.
5.5 The Client is responsible for ensuring that the person present at the Premises is authorised and prepared to make payment in accordance with this clause.
6. Cancellations, Rescheduling and Access
6.1 If the Client wishes to cancel or reschedule a Booking, the Client must notify the Company as soon as possible.
6.2 Cancellations or rescheduling made with at least 48 hours notice before the scheduled start time will normally be free of charge. Short-notice cancellations may incur a fee, which will be confirmed at the time of booking.
6.3 If the Technician attends the Premises at the agreed time and is unable to gain access, or the Client cancels on arrival, the Company may charge a call-out or cancellation fee to cover travel and lost time.
6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to severe weather, transport disruptions, staff illness, equipment failure or safety concerns. In such cases, the Company will endeavour to arrange an alternative appointment as soon as reasonably practicable.
7. Client Obligations and Preparation
7.1 The Client is responsible for ensuring that the Premises are safe and that the Technician has clear and unobstructed access to the areas to be cleaned.
7.2 The Client must remove, or secure, fragile, valuable or irreplaceable items prior to the start of the services. The Company does not move heavy furniture, appliances, pianos or other large items, unless specifically agreed.
7.3 The Client should inform the Company of any known hazards, defects, pre-existing stains, damage or areas of concern, including loose carpets, damaged upholstery, unstable furniture, or previous cleaning treatments which may affect the outcome.
7.4 The Client must ensure that there is adequate lighting, electricity and hot water at the Premises during the appointment. If such facilities are not available, the Company may not be able to complete the services and may charge a call-out fee.
7.5 Children and pets must be supervised and kept away from the work area for the duration of the service and any recommended drying period.
8. Service Performance and Limitations
8.1 The Company will perform the services with reasonable skill and care and in accordance with industry standards appropriate for carpet and upholstery cleaning in the United Kingdom.
8.2 While the Company uses professional equipment and cleaning solutions, no guarantee can be given that any particular stain or odour will be removed, or that items will be restored to an original condition. Outcomes depend on the type of stain, material, age, prior cleaning attempts and other factors beyond the Company’s control.
8.3 Some stains or soiling may become more visible after cleaning due to underlying damage or wear. The Client accepts this risk when engaging the Company’s services.
8.4 Colour fastness and shrinkage tests will be carried out where appropriate, but the Client must advise of any known sensitivities or manufacturer’s warnings. The Company cannot be held responsible for damage where such information was not provided or where the item is unsuitable for the requested treatment.
9. Waste Handling and Environmental Regulations
9.1 The Company is committed to operating in compliance with applicable UK waste management and environmental regulations relevant to cleaning services.
9.2 Any waste generated by the Company in the course of providing the services, including soiled water and used consumables, will be managed and disposed of in line with current legal requirements and best practice.
9.3 The Client is responsible for the appropriate disposal of any general household or commercial waste not generated by the Company’s activities, including items such as furniture, fixtures, fittings or other materials that the Client chooses to remove before or after the cleaning.
9.4 Where the service involves removal of certain residues, the Company may decide that specialist waste handling is required. In such cases, the Company will inform the Client of any additional steps or charges before proceeding.
9.5 The Client agrees not to request the Company to dispose of waste in any manner that would contravene UK waste regulations or local environmental rules.
10. Liability and Insurance
10.1 The Company carries appropriate insurance cover for its cleaning activities within its service area. Details of insurance can be provided upon request.
10.2 The Company will not be liable for any pre-existing damage, wear, discolouration, fading, loose fibres, fraying, or other defects that may become more apparent following cleaning.
10.3 The Client must notify the Company of any alleged damage or issue arising from the services within 48 hours of completion. The Client must provide reasonable evidence and allow the Company an opportunity to inspect and, where appropriate, rectify the issue.
10.4 The Company’s total liability in respect of any loss or damage arising from the services, whether in contract, tort or otherwise, shall be limited to the price paid or payable for the specific service giving rise to the claim, except where such limitation is not permitted by law.
10.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability which cannot be excluded or limited under UK law.
10.6 The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of opportunity or loss of enjoyment, whether arising from delay, failure to perform, or performance of the services, except where such exclusion is not permitted by law.
11. Complaints and Service Issues
11.1 The Company aims to provide a high standard of service. If the Client is not satisfied with any aspect of the service, the Client should raise the issue as soon as possible and, in any case, within 48 hours of completion.
11.2 The Company may, at its discretion, revisit the Premises to inspect and, where appropriate, re-clean affected areas or provide a partial refund. Any such remedies are offered without prejudice and do not constitute an admission of liability.
11.3 Complaints received after the 48-hour period may be more difficult to investigate and may not be eligible for remedial action, particularly where subsequent use, further cleaning or other factors may have altered the condition of the items or areas.
12. Health and Safety
12.1 The Company will conduct its work in accordance with applicable health and safety legislation and reasonable industry practice.
12.2 Certain cleaning solutions and equipment may present hazards if misused. The Client agrees not to handle Company equipment or products and to follow any advice given regarding restricted access to freshly cleaned or damp areas.
12.3 The Client must inform the Company of any persons at the Premises with known allergies or sensitivities so that, where possible, appropriate products and methods can be used.
13. Force Majeure
13.1 The Company shall not be liable for any delay or failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to extreme weather, flooding, fire, accidents, public transport disruption, strikes, acts of government, or other events of a similar nature.
13.2 If a force majeure event occurs, the Company will notify the Client as soon as reasonably practicable and will endeavour to rebook the service at a mutually convenient time.
14. Privacy and Data
14.1 The Company will collect and process personal data from the Client strictly for the purpose of managing bookings, delivering services, processing payments and handling queries or complaints.
14.2 The Company will take reasonable steps to keep personal data secure and will not sell or share Client details with third parties except where necessary to provide the services, process payments, comply with legal obligations or with the Client’s consent.
15. Amendments to Terms and Conditions
15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or the Company’s operational requirements.
15.2 The applicable version of the Terms and Conditions is the version in force at the time of the Client’s Booking. The current Terms and Conditions are made available on the Company’s legal or information pages.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising under or in connection with these Terms and Conditions, the services, or any Booking.
17. Severability
17.1 If any provision or part-provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.
18. Entire Agreement
18.1 These Terms and Conditions, together with any written service description or confirmation issued by the Company, constitute the entire agreement between the Client and the Company regarding the provision of the services and supersede any prior understandings or agreements, whether written or oral.
By proceeding with a Booking, the Client confirms that they have read, understood and agree to these Terms and Conditions governing the provision of cleaning services by Elephant and Castle Carpet Cleaners within its UK service area.