Swiss Cottage Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Swiss Cottage Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers within its operating area in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual or organisation requesting and accepting the provision of services.
Company means the cleaning service provider trading as Swiss Cottage Carpet Cleaners.
Services means any carpet, rug, upholstery, soft furnishing or related cleaning, stain treatment or additional work carried out by the Company.
Premises means the address or location where the Services are to be carried out.
Technician means an employee, contractor or representative of the Company assigned to carry out the Services.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and any confirmed booking details.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and related services within its designated service area. Available services may include, but are not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, deodorising, and end of tenancy cleaning of floor coverings and soft furnishings.
The exact scope of Services for each booking will be confirmed at the time of booking based on the information provided by the Customer. Any additional or varied work requested on site is subject to the Technician’s assessment, time availability and any additional charges that may apply.
3. Booking Process
3.1 Booking request
The Customer may request a booking by contacting the Company and providing accurate details including the Premises address, property type, approximate room sizes, number and type of items to be cleaned, parking information and any specific issues such as heavy soiling, stains or pet odours.
3.2 Quotations
Any quotation provided by the Company is based on the information supplied by the Customer. Quotations are an estimate of the likely cost of the Services and are not binding if the information provided is incomplete, inaccurate or if the condition of the items or Premises differs significantly from what was described.
3.3 Booking confirmation
A booking is only confirmed when the Company has accepted the Customer’s request and provided a date and time for the visit. The Company reserves the right to refuse any booking request at its discretion.
3.4 Access and parking
The Customer is responsible for ensuring safe and reasonable access to the Premises at the agreed time and for providing information about parking arrangements. Any parking charges, permits or restrictions that affect the Technician’s ability to park near the Premises may result in additional time and costs being charged to the Customer.
4. Customer Responsibilities
4.1 Preparation of areas
Unless otherwise agreed in advance, the Customer is responsible for moving light furniture, personal items and breakables from the areas to be cleaned. The Company may, at its discretion, assist with moving certain items, but is not obliged to move heavy furniture, electrical equipment, fragile items or valuables.
4.2 Safety and access
The Customer must ensure that the Premises are safe and that the Technician has access to electricity, running water and adequate lighting. The Customer must ensure that any children or pets are supervised and kept away from work areas and equipment during the visit.
4.3 Information about materials and issues
The Customer must inform the Company of any known risks or issues, including loose fittings, existing damage, unstable flooring, colour instability, or previous cleaning treatments that have affected the items. The Customer must also identify any particularly delicate fabrics or materials that require special care.
5. Prices and Payment Terms
5.1 Pricing
Prices for Services are generally based on room size, number of items, level of soiling, ease of access and any additional treatments requested. The Company may revise the price if on arrival the Technician finds that the work required differs from the information originally provided, for example where areas are larger than described or heavily soiled.
5.2 Payment methods
Unless agreed otherwise in writing, payment is due on completion of the Services on the day of the visit. The Company accepts commonly used UK payment methods appropriate for service businesses. Payment details will be confirmed during the booking process or on site.
5.3 Late or non-payment
If payment is not made when due, the Company reserves the right to charge reasonable late payment fees, to suspend further services, and to seek recovery of any outstanding amounts. The Customer is responsible for any reasonable costs incurred by the Company in recovering overdue payments.
6. Cancellations and Rescheduling
6.1 Customer cancellations
The Customer may cancel or reschedule a booking by giving the Company reasonable notice. The Company requests that the Customer provides as much notice as possible so that appointments can be reallocated.
Where a cancellation or rescheduling is made with short notice, the Company reserves the right to charge a fee to cover the Technician’s allocated time and any administrative costs. Details of any applicable cancellation window and fee structure will be communicated during the booking process.
6.2 Company cancellations
In rare circumstances the Company may need to cancel or rearrange a booking due to unforeseen events, staff illness, equipment failure, adverse weather or other circumstances beyond its control. In such cases, the Company will notify the Customer as soon as reasonably possible and will offer an alternative date and time. The Company will not be liable for any indirect loss resulting from such cancellations.
6.3 Access failure
If the Technician attends the Premises at the agreed time and is unable to gain access, or if the work cannot be carried out due to conditions at the Premises for which the Customer is responsible, the visit may be treated as a late cancellation and a call-out charge may apply.
7. Service Standards and Limitations
7.1 Best efforts and results
The Company aims to deliver high quality cleaning services using appropriate methods, machinery and products. However, the results of cleaning can be affected by the age, type and condition of carpets, fabrics and stains. Permanent stains, wear, colour loss, sun damage, pet damage and certain types of marks may not be fully removable.
7.2 Stain and damage disclaimer
Where items are heavily soiled, have pre-existing damage, or are of a delicate or unstable construction, there is a risk that cleaning may result in further deterioration. The Technician will exercise reasonable care, but the Company cannot guarantee that all materials are suitable for the requested treatments. Any advice given by the Technician about potential outcomes is an opinion only and does not constitute a guarantee.
7.3 Drying times
Drying times depend on fibre type, humidity, ventilation and temperature. The Company may provide indicative drying times, but cannot guarantee specific timeframes. The Customer is responsible for ensuring adequate ventilation and for taking reasonable care when walking on damp carpets or sitting on damp upholstery.
8. Complaints and Service Issues
8.1 Reporting problems
If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and within a reasonable time after completion so that the issue can be assessed. The Company may request photographs or a follow-up visit to inspect the work.
8.2 Resolution
Where a complaint is justified and directly related to the standard of the Services provided, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or make another reasonable adjustment. Any remedy will take into account the nature of the issue, the condition of the items and the limitations explained in these Terms and Conditions.
9. Liability and Insurance
9.1 General liability
The Company will exercise reasonable skill and care in providing the Services. The Company holds appropriate public liability insurance for the activities it undertakes. The Company’s liability to the Customer for any direct loss or damage arising from the Services shall be limited to the value of the specific job in question, except where liability cannot legally be limited.
9.2 Exclusions of liability
The Company will not be liable for any of the following.
Any pre-existing damage, wear, discolouration, loose seams, fraying or defects to carpets, rugs, upholstery or fittings whether visible or not at the time of the visit.
Any damage or issues resulting from the Customer’s failure to follow the Technician’s advice about aftercare, drying or use of the cleaned items.
Any loss of profit, loss of business, interruption to business, or any indirect or consequential loss arising from the provision or non-provision of the Services.
Any issues arising where the Customer has provided incomplete or inaccurate information about the items or conditions at the Premises.
9.3 Customer property and valuables
The Customer is responsible for removing valuables, fragile items and personal belongings from work areas prior to the visit. The Company will not be responsible for loss of, or damage to, items left in areas being cleaned unless caused by deliberate or negligent act of a Technician.
10. Health, Safety and Waste Regulations
10.1 Health and safety
The Company complies with applicable UK health and safety regulations relevant to its activities. Technicians will use cleaning products and equipment in line with manufacturer guidance and standard industry practice. The Customer must not interfere with or misuse equipment provided by the Company.
10.2 Hazardous conditions
If the Technician considers that conditions at the Premises pose a risk to health or safety, or that the work cannot be carried out safely, the Company may refuse or suspend the Services until the issue is resolved. In such cases, a call-out charge may apply if the problem lies within the Customer’s control.
10.3 Waste and environmental regulations
The Company will handle and dispose of any waste generated by its own activities in accordance with relevant UK waste management and environmental regulations. This may include the safe disposal of any contaminated water or residues produced during cleaning.
The Customer remains responsible for any general household or commercial waste not directly created by the Company’s work. Where the Company agrees to remove additional waste or unwanted items, this will be treated as a separate chargeable service and will be carried out in accordance with applicable waste regulations.
11. Data Protection and Privacy
The Company collects and uses Customer information such as names, addresses and booking details solely for the purpose of providing Services, managing appointments, processing payments and handling any queries or complaints. The Company will take reasonable steps to keep this information secure and will not sell Customer data to third parties.
Customer information may be shared with Technicians and selected service providers where necessary to deliver the Services or to comply with legal obligations. Further details about privacy practices may be provided separately.
12. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices or services offered. The version in force at the time of booking will apply to that particular Agreement. Continued use of the Company’s Services after any update indicates acceptance of the revised terms.
13. Governing Law and Jurisdiction
These Terms and Conditions and any Agreement between the Customer and the Company are governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be deemed severed from the remaining provisions, which will continue to be valid and enforceable.
15. Entire Agreement
These Terms and Conditions, together with any service description or booking confirmation provided to the Customer, constitute the entire Agreement between the Customer and the Company in relation to the Services. No other statement, representation or warranty, whether written or oral, shall have any contractual effect unless expressly agreed in writing by the Company.
By confirming a booking with Swiss Cottage Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.