Acton Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Acton Carpet Cleaning provides professional carpet and related cleaning services to residential and commercial customers. 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 and Interpretation

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

Customer means the individual, business or organisation that requests or receives services from Acton Carpet Cleaning.

Services means carpet cleaning and any additional or related cleaning services provided by Acton Carpet Cleaning, including but not limited to rug cleaning, upholstery cleaning, stain treatment and deodorising, where agreed.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between Acton Carpet Cleaning and the Customer comprising these Terms and Conditions together with any written or verbal confirmation of the booking.

Visit means the appointment time and date agreed for the performance of the Services at the Premises.

2. Scope of Services

Acton Carpet Cleaning provides professional cleaning services for carpets, rugs, upholstery and related items, using methods appropriate to the material and level of soiling. The scope of the Services for each booking will be agreed at the time of quotation and may include vacuuming, pre-treatment, stain treatment where possible, hot water extraction or other suitable cleaning techniques, and deodorising as agreed.

Any additional work requested on the day of the Visit, including extra rooms or items not originally quoted, will be subject to availability and may incur additional charges. Acton Carpet Cleaning reserves the right to decline any work that is unsafe, unsuitable for the equipment, or outside the agreed scope.

3. Booking Process

Bookings can be requested by the Customer through our website contact form or via other communication methods as advertised by Acton Carpet Cleaning from time to time. A booking is not confirmed until Acton Carpet Cleaning has provided a confirmation, which may be verbal or written, stating the date and approximate time window of the Visit and the agreed Services.

At the time of booking, the Customer must provide accurate information regarding the Premises, parking arrangements, number and type of rooms or items to be cleaned, type of flooring or upholstery, and any particular issues such as severe staining, pet odours, water damage or fragile materials. Acton Carpet Cleaning relies on this information to allocate sufficient time and resources.

For larger or more complex jobs, Acton Carpet Cleaning may require an inspection of the Premises or photographs of the areas to be cleaned before confirming the quotation and booking.

Acton Carpet Cleaning reserves the right to refuse any booking at its discretion.

4. Quotations and Pricing

All quotations are based on the information provided by the Customer and are given in good faith. Quotations may be provided as a fixed price or estimated range depending on the nature of the work. If the information supplied by the Customer is inaccurate or incomplete, Acton Carpet Cleaning reserves the right to amend the quotation and charge accordingly.

Prices are normally based on the size and condition of the areas or items to be cleaned, access to the Premises, parking availability, and any additional treatments required. Any applicable taxes will be included in the price quoted unless expressly stated otherwise.

Acton Carpet Cleaning may implement seasonal offers or promotional pricing. Any such offers are subject to separate terms and may be withdrawn at any time without notice. Only one promotion or discount can be applied per booking unless specifically agreed.

5. Customer Obligations and Access

The Customer is responsible for ensuring that Acton Carpet Cleaning has safe and reasonable access to the Premises at the agreed time. This includes providing any necessary access codes, informing building management or reception where relevant, and ensuring someone is present to grant access if required.

The Customer must ensure that the areas to be cleaned are reasonably clear of personal items, toys, small furniture and obstructions. Larger items of furniture may be moved at the discretion of the technician where safe and practical to do so, but the Customer remains responsible for moving any heavy, fragile or valuable items prior to the Visit.

The Customer must inform Acton Carpet Cleaning of any known hazards at the Premises, including loose flooring, electrical issues, low-hanging fittings, or any allergies or sensitivities relevant to cleaning solutions used.

If adequate access is not provided or the technician cannot safely perform the work due to the condition of the Premises, Acton Carpet Cleaning may treat the Visit as a late cancellation and apply the relevant charges.

6. Payments and Charges

Unless otherwise agreed in writing, payment is due in full on completion of the Services at each Visit. Acton Carpet Cleaning accepts payment methods as specified from time to time, which may include cashless methods such as bank transfer and card payments.

For some bookings, particularly larger commercial projects, a deposit or advance payment may be required before the Visit is confirmed. The Customer will be notified of any such requirement at the time of booking.

If payment is not received on completion of the Services, Acton Carpet Cleaning reserves the right to charge interest on the outstanding amount at a reasonable rate from the due date until payment is made in full and may suspend further Services until payment is received.

In the event of any chargeback or disputed payment raised by the Customer without valid grounds, Acton Carpet Cleaning may seek recovery of the amount owed together with any associated costs.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a Visit by giving a minimum of 24 hours notice prior to the agreed appointment time. Cancellations or rescheduling requests must be made via a method reasonably likely to reach Acton Carpet Cleaning during normal business hours.

If the Customer cancels or reschedules with less than 24 hours notice, Acton Carpet Cleaning reserves the right to charge a late cancellation fee of up to 50 percent of the quoted price or a reasonable call-out fee to cover costs incurred.

If the technician attends the Premises and is unable to gain access, or if the Customer is not present where required and no alternative arrangements have been agreed, this may be treated as a late cancellation and the relevant fee may be charged.

Acton Carpet Cleaning will use reasonable efforts to attend all bookings as agreed. However, in circumstances beyond our control, including illness, vehicle breakdown, severe weather or other emergencies, we may need to cancel or reschedule the Visit. In such cases, we will notify the Customer as soon as reasonably practicable and offer an alternative appointment. Acton Carpet Cleaning will not be liable for any indirect loss or costs arising from such cancellations.

8. Service Limitations and Results

Acton Carpet Cleaning will use reasonable care and skill in the performance of the Services and will use appropriate cleaning products and techniques for the material and condition of the surfaces being treated.

However, the Customer acknowledges that:

Some stains, odours and wear may be permanent and cannot be fully removed by cleaning.

Previous cleaning, use of unsuitable cleaning agents, or existing damage may limit the achievable results.

Fibre wear, sun damage, discoloration and certain types of staining may remain visible even after thorough cleaning.

While every effort will be made to dry carpets and upholstery as quickly as possible, complete drying times vary and are affected by ventilation, temperature and humidity. The Customer is responsible for ensuring adequate ventilation after the Visit and for avoiding use of the cleaned areas until sufficiently dry.

9. Customer Property and Preparation

The Customer is responsible for securing and removing all fragile, valuable or sentimental items from the areas to be cleaned before the Visit. This includes but is not limited to jewellery, ornaments, electrical items and important documents.

While Acton Carpet Cleaning takes reasonable care around Customer belongings, we cannot accept liability for damage to items that have not been removed from the cleaning area or that are left in vulnerable positions.

Where rugs, mats or furniture are to be moved, the Customer should ensure that any items stored underneath or around them are cleared in advance.

10. Damage, Liability and Insurance

Acton Carpet Cleaning will take reasonable care when providing the Services and carries appropriate insurance for public liability. If any damage is alleged to have been caused by our technician, the Customer must notify Acton Carpet Cleaning in writing as soon as reasonably possible and, in any event, within 48 hours of the Visit, providing full details and supporting evidence.

Acton Carpet Cleaning shall not be liable for:

Any pre-existing damage, wear, fading or defects in carpets, rugs, upholstery or other items, including damage not visible before cleaning.

Damage resulting from the Customer failing to follow advice about aftercare, drying times or safe use of cleaned areas.

Any shrinkage, colour run or texture change where the item was not suitable for the cleaning method, and this unsuitability could not reasonably have been identified at the time, including where care labels are missing or incorrect.

Loss of profit, loss of business, loss of opportunity or any indirect or consequential loss.

In any event, the total liability of Acton Carpet Cleaning for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable for the Services that gave rise to the claim, or the level of insurance cover available in respect of the claim, whichever is higher.

11. Waste Handling and Environmental Regulations

Acton Carpet Cleaning operates in accordance with relevant waste and environmental regulations applicable to cleaning services. Any waste generated by our activities, including used solutions, contaminated water and disposable materials, will be managed responsibly.

Where practicable, waste will be disposed of through appropriate drainage or designated waste streams as permitted by local regulations. Acton Carpet Cleaning will not remove general household or commercial waste from the Premises unless this has been specifically agreed as part of the Services.

The Customer must not request or require our technicians to dispose of waste in a manner that would breach any environmental, waste or water regulations. If such a request is made, the technician will refuse and may terminate the Visit if necessary.

Chemicals and cleaning agents are selected with due regard to safety and environmental impact. Safety data sheets can be made available for products used on request. The Customer should advise us in advance of any sensitivities or environmental policies that may affect product selection.

12. Complaints and Service Issues

Acton Carpet Cleaning aims to provide a high standard of service. If the Customer is dissatisfied for any reason, they should raise the issue with the technician on the day where possible so that it can be addressed immediately.

If the issue cannot be resolved on site, the Customer should submit a complaint to Acton Carpet Cleaning as soon as reasonably possible, providing full details and any photographs. We will investigate and may arrange a revisit to inspect the work and, where appropriate, carry out reasonable remedial action.

Complaints raised more than 48 hours after completion of the Services may be more difficult to assess, and Acton Carpet Cleaning reserves the right to limit any remedial work or compensation in such cases.

13. Health and Safety

Acton Carpet Cleaning is committed to maintaining high standards of health and safety for both technicians and Customers. Our technicians are instructed to carry out risk assessments on arrival and to refuse or cease work if it is unsafe to proceed.

The Customer must not ask technicians to undertake tasks that fall outside normal cleaning practices or that could present a risk to health and safety, such as climbing on unstable furniture, using inappropriate equipment, or handling hazardous substances that have not been disclosed.

Children and pets should be kept away from the immediate work area and from equipment, cables and cleaning agents at all times during the Visit and until areas are fully dry.

14. Privacy and Confidentiality

Acton Carpet Cleaning will treat any personal data provided by the Customer in connection with the Services with appropriate care and in accordance with applicable data protection laws. Contact details will only be used for the purpose of fulfilling bookings, managing accounts and, where permitted, sending relevant service information.

Technicians may need to take photographs of work areas before and after cleaning for quality control or insurance purposes. Such images will not be used in a way that identifies the Customer or Premises without explicit consent.

15. Variations to These Terms

Acton Carpet Cleaning may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practices or business operations. The version in force at the time of booking will apply to that booking. Customers are encouraged to review the latest version periodically.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any quotation and booking confirmation, constitute the entire Agreement between Acton Carpet Cleaning and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral.

By booking or using the Services of Acton Carpet Cleaning, the Customer confirms that they have read, understood and agree to these Terms and Conditions.