Terms And Conditions

Paddington Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Paddington Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers. By placing a booking, the customer agrees 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 given below.

Company means Paddington Carpet Cleaning, the provider of the cleaning services.

Customer means the individual, business, or organisation booking the services.

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

Services means carpet, rug, upholstery, mattress, curtain, hard floor, stain removal, and any other cleaning services provided by the Company.

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

2. Scope of Services

The Company provides professional carpet and related cleaning services within its service area, as specified by the Company from time to time. The exact services to be performed, including any additional treatments, will be agreed with the Customer at the time of booking and confirmed in the booking confirmation.

All services are subject to availability and to a satisfactory assessment of the Premises by the Technician on arrival. The Company reserves the right to refuse or discontinue services where it is not safe, practical, or commercially reasonable to proceed.

3. Booking Process

3.1 Bookings may be requested through the Companys accepted communication channels as advertised by the Company. A booking is not confirmed until the Customer has received explicit confirmation from the Company.

3.2 When making a booking, the Customer must provide accurate and complete information, including the type and size of areas or items to be cleaned, the condition of the carpets or upholstery, access arrangements, parking availability, and any known issues such as heavy soiling, pet contamination, infestations, or damage.

3.3 The Company may revise the quoted price if the information provided by the Customer at the time of booking is incomplete or inaccurate, or if the actual condition or size of the Premises or items to be cleaned is materially different from that described.

3.4 The Customer must ensure that a responsible adult is present at the Premises for the duration of the service, unless otherwise agreed in advance.

4. Prices, Quotations and Estimates

4.1 Any prices or quotations provided before inspection of the Premises are estimates only, based on the information supplied by the Customer.

4.2 Final pricing may be adjusted on site after inspection by the Technician. Any change will be communicated to the Customer before work begins. If the Customer does not agree to the revised price, the Company reserves the right to cancel the service. A call-out fee may apply where the Technician has already attended, as notified to the Customer at the time of booking.

4.3 All prices are stated in pounds sterling and are inclusive or exclusive of VAT as specified by the Company according to its VAT status and applicable law.

5. Access, Parking and Customer Obligations

5.1 The Customer must provide the Company and its Technicians with safe and reasonable access to the Premises at the agreed time. This includes ensuring that entry is possible, that the Premises are safe to work in, and that there is adequate lighting and ventilation.

5.2 The Customer is responsible for providing or arranging suitable parking close to the Premises and for covering any parking charges or congestion charges reasonably incurred by the Technician in attending the Premises.

5.3 The Customer must remove or secure fragile, valuable, or breakable items, and ensure that areas to be cleaned are reasonably clear of personal belongings, small furniture, and obstacles. The Company is not responsible for moving heavy furniture, electrical appliances, or items that may risk damage or injury if moved.

5.4 The Customer must inform the Technician of any known risks, hazards, or sensitivities at the Premises, including loose carpets, damaged flooring, faulty electrical sockets, alarm systems, or health and safety concerns.

6. Payments and Invoicing

6.1 Unless otherwise agreed in writing, payment is due on completion of the services on the day of attendance. The Company accepts payment by methods it specifies from time to time, which may include cashless options and bank transfer.

6.2 For commercial Customers or larger jobs, the Company may require a deposit or full advance payment to secure the booking. Any required deposit will be notified to the Customer at the time of booking.

6.3 Invoices for commercial Customers, where credit terms have been agreed, are payable within the period stated on the invoice. If no period is stated, payment is due within 14 days of the invoice date.

6.4 The Company reserves the right to charge interest on overdue amounts at the statutory rate under applicable UK legislation, as well as reasonable administration and recovery costs.

6.5 The Company may suspend or refuse further services if any outstanding amounts remain unpaid.

7. Cancellations, Rescheduling and No-Show Policy

7.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise agreed, at least 24 hours notice is required for standard residential bookings, and at least 48 hours notice for larger or commercial bookings.

7.2 If adequate notice is not provided, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted price, to cover costs and loss of opportunity.

7.3 If the Technician attends the Premises at the agreed time and is unable to gain access, or the Customer is not present and has not provided prior arrangements for access, the Company may treat this as a short notice cancellation and charge a call-out or cancellation fee.

7.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to Technician illness, vehicle breakdown, severe weather, or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.

8. Service Standards and Limitations

8.1 The Company will perform the services with reasonable skill and care, using appropriate cleaning methods and products for the type and condition of the carpets, upholstery, and surfaces.

8.2 While the Company will make reasonable efforts to remove spots, stains, and odours, it cannot guarantee complete removal of all marks or smells. The success of stain removal depends on factors such as the nature of the stain, duration, previous attempts at cleaning, and the material involved.

8.3 The Company cannot guarantee that existing wear, fading, shrinkage, colour loss, or damage will not become more visible after cleaning. Cleaning may reveal pre-existing issues that were not apparent beforehand.

8.4 The Customer acknowledges that some materials and constructions are prone to shrinkage, colour migration, or texture change when cleaned, especially if they were not manufactured or installed in accordance with industry standards. The Customer must inform the Technician of any items that may require special care or that should not be wet cleaned.

8.5 Any timescales for service duration or drying are estimates only and may vary depending on ventilation, temperature, humidity, and material type.

9. Customer Inspection and Complaints

9.1 The Customer is encouraged to inspect the work immediately upon completion and to raise any concerns with the Technician while on site, so that the Technician can attempt to address them promptly.

9.2 If the Customer is not present at completion, any concerns or complaints must be reported to the Company as soon as reasonably possible and within 48 hours of the service. The Company may request photographs or further information to assess the issue.

9.3 Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or other appropriate remedy. Any re-clean must take place within a reasonable time, subject to availability.

9.4 The Company is not liable for complaints received outside the specified time limits, or where the Customer has allowed further work, repairs, or cleaning by third parties before giving the Company an opportunity to inspect and address the issue.

10. Liability and Damage

10.1 The Company will take reasonable care to avoid damage to the Premises and contents while carrying out the services. If accidental damage occurs that is directly caused by the negligence of the Company or its Technicians, the Companys liability will be limited as set out in this clause.

10.2 The Companys total liability for any single event or series of connected events arising out of the provision of the services, whether in contract, tort, or otherwise, will not exceed the total fee paid or payable by the Customer for the specific service in question, except in cases of death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.

10.3 The Company is not liable for

a Pre-existing damage, defects, or wear and tear.

b Damage arising from the Customers failure to disclose relevant information or risks.

c Damage to fragile, sentimental, or valuable items that the Customer has failed to remove or protect.

d Loss or damage due to events beyond the Companys reasonable control.

10.4 The Company will not be liable for any indirect or consequential loss, such as loss of income, profit, use, or opportunity, arising from the provision or non-provision of the services.

11. Waste, Contaminants and Environmental Regulations

11.1 The Company operates in accordance with applicable UK regulations relating to waste management and environmental protection.

11.2 Any waste water, collected debris, or removed materials generated in the course of the services will be handled and disposed of in a lawful and responsible manner. The Company may use the Customers drainage facilities where appropriate and permissible to discharge waste water generated during cleaning.

11.3 If the Premises are contaminated with hazardous substances, including but not limited to bodily fluids, chemicals, asbestos, or other regulated materials, the Customer must disclose this to the Company in advance. The Company may refuse to carry out the services or may require specialist procedures and additional charges.

11.4 The Company is not licensed to remove or dispose of certain types of regulated or controlled waste. Where such waste is identified, the Customer will be responsible for arranging appropriate removal and disposal by an authorised contractor.

12. Health and Safety

12.1 The Company will conduct its operations with regard to the health and safety of its Technicians, Customers, and others at the Premises, and in accordance with applicable legislation and good practice.

12.2 The Customer must not allow children, pets, or vulnerable persons to interfere with equipment, cables, or chemicals during or immediately after the service. The Customer is responsible for supervising them and for following any safety advice given by the Technician, including guidance on drying times and re-entry to cleaned areas.

12.3 Certain cleaning agents and processes may produce temporary odours or residues. The Customer should ventilate the Premises appropriately during and after the service.

13. Property Keys and Security

13.1 Where the Customer provides the Company or a Technician with keys or access codes to the Premises, the Company will take reasonable steps to keep them secure and to use them only for the purpose of attending to the services.

13.2 The Company will not be liable for any loss arising from the loss or misuse of keys or access codes where it has acted with reasonable care, or where loss is attributable to events beyond its control.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data about Customers only to the extent necessary to manage bookings, provide services, take payment, and meet legal obligations.

14.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company may retain records of services and communications for a reasonable period for administrative, legal, and insurance purposes.

15. Changes to Terms and Conditions

15.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to services booked after the date of publication of the revised terms.

15.2 The Customer is advised to review the Terms and Conditions periodically. Continued use of the services after changes take effect will constitute acceptance of the 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 the services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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.

17. Severability

17.1 If any provision or part-provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

18. Entire Agreement

18.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the services and supersede any prior understandings, communications, or representations, whether oral or written, relating to the subject matter.

18.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.

By confirming a booking with Paddington Carpet Cleaning, the Customer acknowledges that they have read, understood, and agree to these Terms and Conditions.