Docklands Carpet Cleaning Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Docklands Carpet Cleaning to residential and commercial clients. By booking or using any of our services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions. If you do not agree, you must not use our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Client means the person, company or organisation that requests or receives services from Docklands Carpet Cleaning.

Company means Docklands Carpet Cleaning, the provider of the services.

Services means any carpet, upholstery, rug, hard floor, end of tenancy cleaning, stain removal, or related cleaning services supplied by the Company.

Premises means the property or area where the Services are to be carried out, whether residential or commercial.

Technician means any employee, contractor or representative engaged by the Company to perform the Services.

2. Service Area

The Company operates within a defined service area that focuses on Docklands and surrounding districts. Bookings outside the usual coverage area may be declined or may incur additional travel charges, which will be communicated to the Client before confirmation of the booking.

The Client is responsible for ensuring that accurate address details, access instructions and parking information are provided at the time of booking so that the Company can deliver the Services efficiently within the service area.

3. Booking Process

3.1 Bookings may be made through the Companys approved contact and booking methods. The Client must provide complete and accurate information about the Premises, the type of Services required, the number and size of rooms or items, and any specific conditions such as heavy soiling, stains, or pet odours.

3.2 All bookings are subject to availability. Any indication of availability provided prior to confirmation is not a guarantee and may change without notice.

3.3 A booking is considered provisional until confirmed by the Company. Confirmation may be provided verbally or in writing, and may be subject to payment of a deposit where required. Once a booking is confirmed, a binding contract is formed between the Client and the Company.

3.4 The Company reserves the right to refuse any booking at its discretion, including where the Premises are deemed unsafe or unsuitable for the Services, or where the Client has previously breached these Terms and Conditions.

4. Access and Preparation

4.1 The Client must ensure that the Technician has safe, unimpeded access to the Premises on the agreed date and time, including suitable parking arrangements where necessary.

4.2 The Client is responsible for moving fragile items, personal belongings, valuables and small furniture out of the work area before the Services begin, unless otherwise agreed in advance. The Company is not responsible for moving heavy or delicate furniture, electrical equipment, or items that require specialist handling.

4.3 The Client must ensure that electricity and water are available at the Premises for the duration of the Services. Failure to provide these may result in cancellation or an incomplete service, and charges may still apply.

4.4 If pets are present at the Premises, the Client must ensure they are safely secured away from the work area during the Services.

5. Service Delivery and Limitations

5.1 The Company will use reasonable care and skill in performing the Services and will make reasonable efforts to achieve a satisfactory result based on the information provided by the Client and the condition of the items or surfaces to be cleaned.

5.2 While the Company will endeavour to remove or reduce stains and odours, it does not guarantee that all stains, marks or damage can be removed, and it does not guarantee any specific result. Factors such as the age, type and condition of fibres or surfaces, prior cleaning methods, and existing damage may limit what can be achieved.

5.3 The Company will not be responsible for pre-existing damage, discolouration, wear, loose seams, weak backing, shrinkage, or other issues that may become more visible or apparent after cleaning.

5.4 The Client acknowledges that some materials are not suitable for certain cleaning methods. The Client must inform the Company of any known sensitivities, manufacturer restrictions or care instructions in advance. The Company may refuse to clean items that it reasonably believes could be damaged by the requested method.

5.5 Drying times for carpets, upholstery and other materials are estimates only and can vary due to ventilation, weather, fibre type and the level of soiling. The Company does not accept liability for extended drying times.

6. Pricing and Quotations

6.1 Prices are generally based on the size, type and condition of the items or areas to be cleaned, as well as the location within the service area. Minimum charges may apply.

6.2 Any quotation provided prior to inspection is an estimate only, based on the information supplied by the Client. The Company reserves the right to amend the price if the actual condition, area, or requirements differ from those initially described.

6.3 If an amended price is required, the Technician will inform the Client before commencing the work. If the Client does not agree to the revised price, the Company may cancel the booking, and a call-out or cancellation fee may apply.

7. Payments

7.1 Payment terms will be communicated at the time of booking. Unless agreed otherwise, payment is due immediately upon completion of the Services.

7.2 The Company may accept cash, card payments or other approved methods. The available payment methods may vary depending on the type of service or location, and the Company may change accepted methods from time to time.

7.3 For certain services, including commercial work, end of tenancy cleaning or larger projects, the Company may require a deposit or full prepayment before confirming the booking.

7.4 If payment is not received when due, the Company reserves the right to charge interest on overdue amounts, to recover reasonable costs of collection, and to suspend further services until all outstanding sums are settled.

8. Cancellations, Rescheduling and Access Issues

8.1 If the Client wishes to cancel or reschedule a booking, they must provide as much notice as possible. A minimum notice period may apply and will be communicated at the time of booking.

8.2 The Company may apply a cancellation fee where insufficient notice is given, where the Technician is unable to gain access to the Premises on arrival, or where the Client is not present to provide access if this has been agreed.

8.3 If the Client is not ready for the Services at the agreed time, for example due to ongoing building work, unprepared areas, or other delays, the Company may cancel the appointment or charge a waiting fee, subject to the Technicians availability.

8.4 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 disruption, illness, equipment failure, or safety concerns. In such cases, the Company will offer an alternative appointment date and will not be liable for any consequential loss.

9. Client Obligations and Health and Safety

9.1 The Client must ensure that the Premises are safe and comply with all applicable health and safety regulations. The Company reserves the right to refuse to perform Services in areas that are unsafe, unsanitary, or present a health risk.

9.2 The Client must inform the Company of any hazards at the Premises, including slippery surfaces, loose floor coverings, exposed electrical components, or the presence of hazardous substances.

9.3 The Client must not request that Technicians undertake any work that falls outside the agreed Services or that breaches health and safety guidelines.

10. Waste Handling and Regulations

10.1 The Company will handle waste water and light general waste arising from the cleaning process in accordance with applicable waste management and environmental regulations.

10.2 The Client is responsible for informing the Company of any contamination risks at the Premises, such as chemical spills, biohazardous material, or other controlled waste. The Company may decline to handle such waste or may apply additional charges where specialist handling and disposal are required.

10.3 The Company does not routinely remove household waste, builders rubble, or large volumes of rubbish from the Premises. The Client is responsible for arranging suitable disposal of such waste through appropriate services.

10.4 Where the Company generates waste water or residue from the Services, it will dispose of this in a lawful and environmentally responsible manner. The Client must not request or require disposal in a way that breaches local regulations or environmental standards.

11. Damage, Liability and Insurance

11.1 The Company will exercise reasonable care when providing the Services. If damage to property or items occurs as a direct result of the Companys negligence, the Client must notify the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services.

11.2 The Companys liability for any loss or damage arising from or in connection with the Services, whether in contract, tort or otherwise, is limited to the lesser of the cost of repairing the damage, the cost of replacing the item on a like for like basis, or the total amount paid by the Client for the specific Service during which the damage occurred.

11.3 The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of business, loss of rental income, or loss of opportunity, arising from or in connection with the Services.

11.4 The Company is not liable for wear, discolouration, pre-existing damage, shrinkage, or any faults in the materials being cleaned. The Client acknowledges that cleaning may reveal pre-existing issues that were not immediately visible.

11.5 The Client is responsible for securing cash, jewellery, valuables and personal items before the Services begin. The Company does not accept responsibility for loss of such items unless directly caused by the Companys proven negligence.

11.6 The Company maintains appropriate insurance cover for its activities, subject to the terms, conditions and exclusions of the relevant policies.

12. Complaints and Service Issues

12.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible and no later than 48 hours after completion.

12.2 The Client must give the Company a reasonable opportunity to inspect and, where appropriate, rectify any alleged shortcoming. Where a complaint is justified, the Company may, at its discretion, re-clean the affected area, offer a partial refund, or provide another form of remedy.

12.3 Failure by the Client to allow the Company the opportunity to inspect or rectify an issue may limit or extinguish any liability on the part of the Company.

13. Force Majeure

13.1 The Company will not be in breach of these Terms and Conditions, nor liable for any delay or failure to perform the Services, where such delay or failure is due to events, circumstances or causes beyond its reasonable control.

13.2 Such events may include, but are not limited to, extreme weather, flooding, fire, industrial disputes, power outages, transport disruption, public health emergencies, or acts of government or regulatory bodies.

14. Privacy and Data Protection

14.1 The Company may collect and process personal data about the Client for the purposes of managing bookings, delivering the Services, processing payments and handling enquiries or complaints.

14.2 The Company will take reasonable steps to keep such information secure and will not share it with third parties except where necessary to deliver the Services, comply with legal obligations, or with the Clients consent.

14.3 By using the Services, the Client consents to the collection and use of their personal data in accordance with applicable data protection laws.

15. Amendments to These Terms

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, business practices or service offerings.

15.2 The version in force at the time of the Clients booking will apply to that booking. Continued use of the Services after publication of updated terms indicates acceptance of those updated terms.

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 out of or in connection with these Terms and Conditions or the Services provided by the Company.

17. Severability

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.

17.2 If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior representations, discussions or agreements, whether written or oral.

18.2 No waiver of any provision of these Terms and Conditions shall be effective unless given in writing and signed by an authorised representative of the Company.