Chelsea Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Chelsea Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking or receiving any service, you agree to be bound by these Terms and Conditions, which form a legal agreement between you and Chelsea Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below.
Customer means any individual, company, partnership or organisation that makes a booking or receives services from Chelsea Carpet Cleaners.
Services means any cleaning, stain treatment, upholstery cleaning, rug cleaning, end of tenancy cleaning, or related work undertaken by Chelsea Carpet Cleaners.
Technician means any employee, contractor or representative appointed by Chelsea Carpet Cleaners to carry out the Services.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
Chelsea Carpet Cleaners provides carpet, upholstery and related cleaning services within its designated service area in the United Kingdom. The exact scope of work for each booking will be confirmed at the time of quotation and may include vacuuming, pre-treatment, stain and spot treatment, hot water extraction, dry cleaning methods and deodorising, as appropriate.
All Services are carried out using methods and cleaning products considered suitable by the Technician, having regard to the type and condition of the surfaces being treated and the information supplied by the Customer.
3. Booking Process
3.1 Bookings may be requested by the Customer through the channels made available by Chelsea Carpet Cleaners from time to time. A booking is not confirmed until Chelsea Carpet Cleaners has accepted the request and provided confirmation of the appointment date, time window and indicative price.
3.2 The Customer is responsible for providing accurate and complete information when making a booking, including the type and size of areas to be cleaned, the nature of any stains, access restrictions and any relevant property details. Quotations are based on the information supplied and are subject to change if that information is incomplete or inaccurate.
3.3 Chelsea Carpet Cleaners reserves the right to refuse, cancel or amend any booking where it reasonably believes the work requested is unsafe, inappropriate for the methods available, or cannot be carried out to a reasonable standard.
3.4 Time of arrival is given as an appointment time or time window. While reasonable efforts will be made to attend at the agreed time, this may be subject to change due to traffic, weather, prior jobs overrunning or other circumstances beyond reasonable control. Any changes will, where practicable, be communicated to the Customer.
4. Access to Premises
4.1 The Customer must ensure that the Technician has safe, unimpeded access to the Premises at the agreed time, including any necessary parking arrangements and entry instructions.
4.2 If the Technician is unable to gain access, or if access is delayed by more than 20 minutes beyond the agreed start time due to circumstances within the Customer's control, Chelsea Carpet Cleaners may, at its discretion, treat the booking as cancelled by the Customer and apply the relevant cancellation or call-out charge.
4.3 The Customer must ensure that the Premises are generally tidy and that areas to be cleaned are reasonably clear of personal items, breakables and clutter. Chelsea Carpet Cleaners is not responsible for moving heavy furniture, fragile items, electrical equipment, or personal belongings unless specifically agreed in advance.
5. Customer Obligations
5.1 The Customer must inform Chelsea Carpet Cleaners in advance of any known defects, damage, instability, or special features of carpets, rugs, upholstery, flooring or other items that may be affected by the Services. This includes issues such as loose seams, prior shrinkage, colour instability, prior cleaning treatments, worn areas, or pre-existing stains and odours.
5.2 The Customer must notify the Technician of any allergies, sensitivities, or health conditions which may be relevant to the selection of cleaning products or methods. Where possible, alternative products may be used, but Chelsea Carpet Cleaners does not guarantee that all sensitivities can be accommodated.
5.3 Pets and children must be kept away from the work area during and immediately after cleaning until carpets and upholstery are sufficiently dry and safe for normal use.
6. Pricing and Quotations
6.1 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as specified at the time of quotation.
6.2 Quotations are based on the description provided by the Customer and on typical levels of soiling. If, upon arrival, the Technician finds that the area is larger than stated, significantly more soiled, or otherwise materially different from the description, Chelsea Carpet Cleaners may revise the quotation. Any change in price will be discussed with the Customer before work proceeds.
6.3 Chelsea Carpet Cleaners reserves the right to charge a minimum call-out fee for small jobs or where the total value of the booking is below a stated threshold.
7. Payment Terms
7.1 Payment is due in full on completion of the Services, unless otherwise agreed in writing in advance. Chelsea Carpet Cleaners accepts various payment methods as communicated at the time of booking or at the Premises.
7.2 For commercial customers or account customers, alternative payment terms may apply as agreed in writing. Where credit terms are provided, invoices must be paid within the period specified on the invoice. Late payment may result in suspension of further services and the application of interest and administration charges in accordance with applicable law.
7.3 Chelsea Carpet Cleaners reserves the right to request a deposit or full prepayment for certain jobs, such as large bookings, end of tenancy cleans, or bookings outside core service times.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by giving notice to Chelsea Carpet Cleaners. To avoid a cancellation fee, the Customer must provide at least 24 hours notice prior to the agreed appointment time, unless a longer period is specified at the time of booking for particular Services.
8.2 Where insufficient notice is given, Chelsea Carpet Cleaners may charge a cancellation fee up to a reasonable proportion of the quoted price, to cover lost time and costs. If the Technician arrives at the Premises and is unable to proceed due to reasons within the Customer's control, this may be treated as a late cancellation.
8.3 Chelsea Carpet Cleaners may cancel or reschedule a booking where necessary due to Technician illness, equipment failure, extreme weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Customer will be offered an alternative appointment. Chelsea Carpet Cleaners will not be liable for any consequential loss arising from such changes.
9. Service Quality and Limitations
9.1 Chelsea Carpet Cleaners aims to perform the Services with reasonable care and skill, in line with industry standards. However, no guarantee is given that all stains, marks, odours or soiling will be removed, or that items will be restored to their original condition.
9.2 Certain stains and damage may be permanent, and the success of cleaning will depend on the age, type and condition of fibres, dyes, construction and prior treatments. The Technician will use professional judgement to select appropriate methods but is not responsible where the outcome is limited by these factors.
9.3 Where the Technician considers that a particular treatment carries a material risk of damage, discolouration or other adverse effect, this will be explained to the Customer. If the Customer instructs the Technician to proceed despite such advice, the Customer accepts full responsibility for the outcome and releases Chelsea Carpet Cleaners from liability in respect of that treatment.
10. Damage and Liability
10.1 Chelsea Carpet Cleaners will use reasonable care to avoid causing damage to the Premises and items being cleaned. If damage occurs as a direct result of negligence by Chelsea Carpet Cleaners or its Technicians, Chelsea Carpet Cleaners will, at its option, repair the damage, arrange a replacement, or offer fair compensation.
10.2 Chelsea Carpet Cleaners is not liable for normal wear and tear, pre-existing damage, latent defects, poor installation, colour loss or shrinkage that may become apparent during or after cleaning. Nor is it liable for failure of adhesives, loose tiles, fraying seams or similar issues that arise due to the condition or age of the items.
10.3 The Customer must remove or secure fragile items, valuables, cash, jewellery and important documents before the Services commence. Chelsea Carpet Cleaners is not responsible for loss or damage to items not directly associated with the cleaning work, unless caused by proven negligence.
10.4 To the fullest extent permitted by law, Chelsea Carpet Cleaners shall not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity arising out of or in connection with the Services. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
11. Complaints and Claims
11.1 Any concerns about the Services must be reported to Chelsea Carpet Cleaners as soon as reasonably practicable, and in any event within 48 hours of completion of the work. The Customer must provide clear details and, where possible, photographic evidence.
11.2 Chelsea Carpet Cleaners will investigate all complaints and, where appropriate, may arrange a return visit to inspect and, if possible, remedy the issue. A further clean or partial re-treatment may be offered at the discretion of Chelsea Carpet Cleaners.
11.3 Claims for damage or loss must be supported by evidence and reported promptly. Chelsea Carpet Cleaners reserves the right to request access to inspect the alleged damage before any remedial action or compensation is considered.
12. Waste Handling and Environmental Regulations
12.1 Chelsea Carpet Cleaners conducts its operations in accordance with applicable UK waste and environmental regulations. Used cleaning solutions, extracted waste water and other residues are handled and disposed of safely and responsibly.
12.2 The Customer must not request or require the Technician to dispose of any substances, materials or items in a manner that would breach environmental or waste management laws. If such a request is made, the Technician will refuse and may, if necessary, terminate the visit.
12.3 Where the Services generate waste that must be removed from the Premises, this will be handled in accordance with relevant regulations. Additional charges may apply if special disposal arrangements are required, and such charges will be communicated to the Customer where reasonably foreseeable.
13. Health and Safety
13.1 Chelsea Carpet Cleaners observes reasonable health and safety practices at all times. The Technician may refuse to carry out or may suspend work where conditions at the Premises present a risk to health and safety, including but not limited to unsanitary conditions, aggressive behaviour, structural instability, or the presence of hazardous materials.
13.2 The Customer must respect all safety advice given by the Technician, including any guidance about avoiding treated areas until dry, preventing slips, and ensuring adequate ventilation.
14. Use of Customer Data
14.1 Chelsea Carpet Cleaners may collect and use Customer data for the purpose of managing bookings, delivering Services, handling payments, and improving its operations.
14.2 Customer information will be handled in line with applicable UK data protection legislation. Personal data will not be sold to third parties, but may be shared with service providers and partners where necessary to deliver the Services or comply with legal obligations.
15. Force Majeure
15.1 Chelsea Carpet Cleaners is not liable for any delay or failure to perform its obligations where such delay or failure arises from circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, power failures, transport disruptions, civil unrest, or public health emergencies.
16. Amendments to Terms
16.1 Chelsea Carpet Cleaners may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that booking. Continued use of the Services following any changes indicates acceptance of the updated terms.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 their subject matter.
18. Severability
18.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written quotation or confirmation provided by Chelsea Carpet Cleaners, constitute the entire agreement between the parties in relation to the Services and supersede any previous understandings or agreements, whether written or oral.