Richmond Carpet Cleaners Terms of Service
These Terms and Conditions set out the basis on which Richmond Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers within its service area. By booking or using any service, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Client refers to any individual, business, company, or organisation that requests, books, or receives services from Richmond Carpet Cleaners.
1.2 Services refers to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, odour treatment, hard floor cleaning, and any other related services offered by Richmond Carpet Cleaners from time to time.
1.3 Premises refers to the property or location where the Services are to be carried out.
1.4 Technician refers to any employee, contractor, or representative of Richmond Carpet Cleaners who carries out the Services.
1.5 Agreement refers to the contract between Richmond Carpet Cleaners and the Client for the provision of Services, incorporating these Terms and Conditions and any written booking confirmation.
2. Scope of Services
2.1 Richmond Carpet Cleaners provides professional cleaning services within its operating area. The exact services to be provided will be confirmed at the time of booking and set out in the booking confirmation.
2.2 The Client is responsible for ensuring that the description of the areas and items to be cleaned is accurate. Any significant deviation discovered on arrival may result in an adjustment of the price or, in some cases, the need to reschedule the booking.
2.3 Richmond Carpet Cleaners reserves the right to refuse or discontinue Services if conditions at the Premises pose a risk to health and safety, or if the Technician is subjected to abusive, threatening, or inappropriate behaviour.
3. Booking Process
3.1 Bookings may be made through the Richmond Carpet Cleaners website or by contacting the company through its published communication channels. By making a booking, the Client confirms that they are authorised to do so and that all information provided is accurate and complete.
3.2 The booking is considered a request until it is confirmed by Richmond Carpet Cleaners. Confirmation may be provided in writing or verbally. Only upon confirmation does a binding Agreement come into effect.
3.3 The Client must provide the full address of the Premises, a suitable date and time, details of access arrangements, and an accurate description of the items and areas requiring cleaning.
3.4 Richmond Carpet Cleaners may require photographs or additional information prior to confirming the booking, particularly in cases of extensive staining, damage, or unusual materials.
3.5 The Client is responsible for informing Richmond Carpet Cleaners of any parking restrictions, access limitations, or building regulations that may affect the provision of Services. Any associated costs, such as parking fees or permits required for the duration of the visit, shall be borne by the Client.
4. Access and Client Responsibilities
4.1 The Client must ensure that the Technician has safe and reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, or access through building management as necessary.
4.2 The Client must ensure that the areas to be cleaned are reasonably clear of personal items, small furniture, and other obstacles. Technicians may move light items at their discretion but are not obliged to move heavy or fragile furniture, electrical equipment, or valuable items.
4.3 The Client is responsible for securing any valuables prior to the Technician’s arrival. Richmond Carpet Cleaners does not accept responsibility for any loss of valuables not directly caused by proven negligence of a Technician.
5. Pricing and Quotations
5.1 Prices may be provided as fixed quotations or estimates based on the information supplied by the Client. All prices will be stated in pounds sterling and may be subject to applicable taxes.
5.2 Where Services are quoted on a per-room, per-item, or per-area basis, rooms and items must fall within standard size and use ranges. Excessively large areas, unusual configurations, or heavily soiled items may incur additional charges, which will be discussed with the Client before work proceeds.
5.3 If, upon arrival, it becomes apparent that the scope of work has been materially misrepresented, Richmond Carpet Cleaners reserves the right to revise the price or decline to proceed. If the Client declines the revised price on site, a call-out charge may apply to cover travel and time costs.
6. Payments
6.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the Services on the day of the visit.
6.2 Richmond Carpet Cleaners may accept various forms of payment. The accepted methods will be communicated during the booking process or upon request.
6.3 For commercial Clients or larger projects, Richmond Carpet Cleaners may issue an invoice with specified payment terms. Late payment may incur interest and administrative charges in accordance with applicable legislation and reasonable business practices.
6.4 Richmond Carpet Cleaners reserves the right to request a deposit prior to the booking date, particularly for larger or higher-value jobs. Deposits are generally non-refundable except where Richmond Carpet Cleaners cancels the booking without offering a reasonable alternative date.
6.5 The Client is not entitled to withhold payment due to minor defects or issues that can be reasonably rectified. Any dispute must be raised promptly in accordance with the complaints procedure set out in these terms.
7. Cancellations and Rescheduling
7.1 If the Client wishes to cancel or reschedule a booking, they must provide reasonable notice. The minimum notice period and any applicable charges will be stated at the time of booking and may vary depending on the size and nature of the job.
7.2 If the Client cancels or reschedules with less notice than the specified minimum, Richmond Carpet Cleaners reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price.
7.3 If the Technician arrives at the Premises and is unable to gain access, or if the job cannot proceed due to circumstances within the Client’s control, this will be treated as a late cancellation and a call-out or cancellation fee may apply.
7.4 Richmond Carpet Cleaners reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as illness, vehicle breakdown, severe weather, or other events beyond reasonable control. In such cases, the Client will be offered the next available appointment, and any deposit paid may be transferred or refunded as appropriate.
8. Service Standards and Limitations
8.1 Richmond Carpet Cleaners aims to provide Services with reasonable care and skill and in accordance with industry standards. However, the Client acknowledges that certain stains, odours, and conditions may be permanent and that no guarantee can be given regarding complete stain or odour removal.
8.2 Results may vary depending on factors such as the age and type of carpet or upholstery, the nature of the stain, previous cleaning attempts, and general wear and tear. Technicians will advise the Client where there is a significant risk that cleaning may not achieve the desired result.
8.3 The Client must inform the Technician of any known issues with the items to be cleaned, including previous damage, colour-run, shrinkage problems, or manufacturer guidance indicating that professional cleaning should not be carried out.
8.4 Where the Technician reasonably believes that cleaning may cause damage or adverse effects, they may decline to proceed with part or all of the job. In such cases, any charges will be adjusted to reflect only the work actually carried out.
9. Damage and Liability
9.1 Richmond Carpet Cleaners will take reasonable care while working at the Premises. If damage is caused directly by the proven negligence of a Technician, Richmond Carpet Cleaners may, at its discretion, repair the damage, arrange for a third party to repair it, or compensate the Client up to the value of the damaged item taking into account fair wear and tear and depreciation.
9.2 Richmond Carpet Cleaners shall not be liable for the following:
a. Pre-existing damage, wear, fading, or discolouration that becomes more visible after cleaning.
b. Damage arising from hidden defects, weak fibres, loose seams, insecure fittings, poor installation, or items not suitable for the cleaning method requested.
c. Any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity.
9.3 The Client must report any alleged damage or issue as soon as possible and in any event within 48 hours of completion of the Services. Richmond Carpet Cleaners reserves the right to inspect the affected area or item before any remedial action is taken.
9.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
10. Health, Safety, and Waste Regulations
10.1 Richmond Carpet Cleaners operates in accordance with applicable health and safety legislation. Technicians are instructed to follow safe working practices while on the Premises.
10.2 Certain cleaning processes may involve the use of professional cleaning solutions and equipment. The Client should keep children, pets, and vulnerable persons away from the working area during and immediately after cleaning, as advised by the Technician.
10.3 Richmond Carpet Cleaners will handle and dispose of any waste generated in accordance with relevant waste regulations. This may include the safe disposal of used cleaning materials and extraction of waste water.
10.4 The Client is responsible for the disposal of any household or commercial waste not directly generated by the cleaning process. Richmond Carpet Cleaners does not provide general rubbish removal services unless explicitly agreed as part of the booking.
11. Complaints and Service Issues
11.1 If the Client is dissatisfied with any aspect of the Services, they must inform Richmond Carpet Cleaners as soon as reasonably practicable, providing details of the issue and, where possible, supporting information.
11.2 Richmond Carpet Cleaners will investigate complaints in a fair and timely manner. Where appropriate, the company may offer to revisit the Premises to inspect and, if reasonable, re-clean the affected area.
11.3 Any offer of a re-clean or partial refund is made at the discretion of Richmond Carpet Cleaners and does not constitute an admission of liability.
12. Privacy and Data Protection
12.1 Richmond Carpet Cleaners may collect and process personal data necessary for managing bookings, providing Services, and handling enquiries. This may include the Client’s name, address, and contact details.
12.2 Personal data will be handled in accordance with applicable data protection laws and used only for legitimate business purposes such as booking administration, invoicing, and communication relating to Services.
13. Force Majeure
13.1 Richmond Carpet Cleaners shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, pandemics, or interruption of utilities or transport.
14. Amendments to Terms and Conditions
14.1 Richmond Carpet Cleaners may update these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that particular Agreement.
14.2 Any substantial changes that materially affect Clients may be highlighted on the company’s legal or information pages or otherwise communicated where appropriate.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 their subject matter or formation.
16. Severability
16.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted.
16.2 Any modification or deletion under this clause shall not affect the validity and enforceability of the rest of these Terms and Conditions.
17. Entire Agreement
17.1 These Terms and Conditions, together with any booking confirmation or written variation agreed between Richmond Carpet Cleaners and the Client, constitute the entire Agreement between the parties and supersede any previous arrangements, understandings, or agreements relating to the subject matter.
17.2 The Client acknowledges that they have not relied on any statement, promise, or representation not set out in this Agreement.