Falconwood Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Falconwood Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial clients in the United Kingdom. By placing a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Client means the person, firm or organisation who requests the services and is responsible for payment.
Company means Falconwood Carpet Cleaners, the provider of the services.
Services means carpet, rug, upholstery, hard floor and related cleaning services, stain treatments and any additional services agreed in writing between the Client and the Company.
Premises means the property or location where the services are to be carried out.
Scope of Services
The Company will provide the services as described at the time of booking and confirmed in the booking confirmation. The exact work to be carried out will depend on the condition of the items to be cleaned and the access provided at the Premises.
The Company undertakes to perform the services with reasonable skill and care, using appropriate equipment, cleaning solutions and methods suitable for the items to be treated, subject to any limitations or pre-existing conditions identified during inspection.
The Client acknowledges that certain stains, odours and wear damage may be permanent and that the Company does not guarantee complete removal of all marks or restoration of fabrics or floor coverings to their original condition.
Booking Process
Bookings may be requested by the Client through the Companys accepted channels such as online forms or written correspondence. A booking is only considered confirmed when the Company issues a booking confirmation specifying the date, time window, address, and outline of the services.
The Client is responsible for providing accurate information about the Premises, including access details, parking arrangements and a reasonable description of the areas and items to be cleaned. If the information supplied is incomplete or inaccurate, the Company reserves the right to adjust the quoted price, modify the services or, where necessary, refuse to carry out the work.
The Company may request photographs or descriptions before quoting. Any quote given is based on the information provided by the Client and on the assumption of normal levels of soiling and access. If on arrival the work required is substantially different, the Company will discuss any change in price or scope before proceeding.
Access and Attendance
The Client must ensure that a responsible adult is present at the Premises at the start and end of the visit, unless alternative arrangements have been explicitly agreed in advance.
The Client is responsible for ensuring safe and suitable access to the Premises, including providing keys or access codes where applicable, and ensuring that any security systems are deactivated or made safe for the duration of the visit.
The Client must ensure that there is adequate lighting, electricity, running water and, where necessary, hot water available for the services to be carried out safely and effectively.
Parking or entry fees, if required for access to the Premises, may be added to the final invoice where agreed with the Client.
Client Responsibilities Before Cleaning
The Client is responsible for removing small items, breakables, valuables and loose personal belongings from the areas to be cleaned. The Company will not move large, heavy or fragile furniture unless agreed in advance and where it can be done safely.
The Client must notify the Company of any known defects, damage, instability, shrinkage risk, colour run risk, or special instructions relating to carpets, rugs, upholstery, flooring or fittings before work begins.
Where pets are present, the Client must ensure that pets are kept away from the work area for the duration of the visit and while surfaces are drying. The Company is not responsible for any harm or disturbance caused if pets enter the work area without control.
Pricing and Quotations
Prices are generally quoted based on room size, item type, level of soiling and access. Any quotation provided before inspection is an estimate only and may be subject to revision upon arrival if the conditions differ from those described by the Client.
All prices are stated in pounds sterling and, if applicable, inclusive or exclusive of VAT as clearly indicated at the time of quoting.
The Company reserves the right to revise its pricing structure at any time. However, once a booking has been confirmed, the price will not be changed except where the scope of work is adjusted by mutual agreement.
Payments
Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing for commercial accounts, payment is due upon completion of the services.
The Company accepts payment by commonly used electronic or card methods, or other methods agreed in advance. Cash payments, if accepted, must be made directly to the operative at the Premises or as directed by the Company.
For commercial or repeat Clients with agreed credit terms, invoices must be settled within the period specified on the invoice. The Company reserves the right to charge interest and administration fees on overdue invoices in accordance with applicable UK legislation.
Where a deposit or prepayment is requested, the booking will not be confirmed until the deposit has been received by the Company. Deposits may be used towards cancellation charges where applicable.
Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable notice. The following terms will normally apply unless otherwise specified at the time of booking.
Where at least 48 hours notice is given, the Company will endeavour to reschedule the appointment without charge, subject to availability.
Where less than 48 hours notice is given, the Company reserves the right to charge a cancellation or late rescheduling fee up to a reasonable proportion of the quoted price to cover allocated time and administrative costs.
If the operative is unable to gain access to the Premises at the agreed time, or is turned away, the Company may treat this as a same day cancellation and charge a call-out or cancellation fee.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather, or safety concerns at the Premises. In such cases, the Company will offer the nearest possible alternative appointment and no cancellation fee will be applied.
Health, Safety and Working Conditions
The Company operates in accordance with relevant UK health and safety regulations. The Client must not request the operative to undertake any task that is unsafe, illegal or outside the agreed scope of services.
If the operative considers that conditions at the Premises pose a risk to health, safety or property, they may refuse to carry out all or part of the services. In such circumstances, a reasonable call-out charge may apply.
The Client must ensure that any hazards, such as loose floorboards, exposed wiring, slippery surfaces, or hazardous substances, are identified and, where possible, rectified before the visit.
Use of Cleaning Products and Equipment
The Company uses professional cleaning solutions and equipment selected for effectiveness and safety. If the Client has known allergies, sensitivities or specific material concerns, they must inform the Company before the work begins so that suitable products or methods can be selected where possible.
Where the Client insists on the use of particular products or methods contrary to the Companys recommendation, this is entirely at the Clients own risk and the Company accepts no responsibility for any resulting damage or substandard results.
The Client must not use the Companys equipment without the operatives permission and supervision.
Drying Times and Post-Clean Care
After cleaning, carpets, rugs and upholstery may remain damp for several hours depending on material, ventilation and environmental conditions. The Company will provide general guidance on approximate drying times, but these are estimates only.
The Client is responsible for ensuring adequate ventilation and, where possible, heating to assist drying. The Client should avoid walking on damp carpets with outdoor shoes, placing furniture on wet surfaces without protective pads, or using freshly cleaned upholstery until adequately dry.
The Company is not liable for any transfer of colour, marks or damage caused by the Client, other occupants or pets walking or placing items on damp surfaces.
Damage, Limitations and Liability
The Company will exercise reasonable care in carrying out the services. However, the Client acknowledges that there are inherent risks in cleaning certain materials, especially where items are old, worn, sun-faded, improperly fitted, previously stained or have been cleaned with unsuitable products in the past.
The Company cannot accept liability for:
Existing damage, wear, fading, discolouration or defects that are revealed or made more visible by the cleaning process.
Shrinkage, colour bleeding or texture change where this is due to the inherent characteristics of the material or previous treatment beyond the Companys control.
Any loss or damage arising from inaccurate information provided by the Client or from the Clients failure to follow pre- or post-clean advice.
The Companys liability for loss or damage arising from negligence or breach of contract is limited to the lesser of the cost of repair or replacement of the affected item, or the fee paid for the relevant service, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
Complaints and Service Issues
If the Client is dissatisfied with any aspect of the services, they must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work, so that the Company has the opportunity to inspect and, where appropriate, rectify the issue.
Where a complaint is found to be justified, the Company may, at its discretion, re-clean the affected area, provide a partial refund, or offer another reasonable remedy. The Company is not obliged to provide any remedy where the Client has prevented inspection or further work, or where the complaint arises from circumstances beyond the Companys control.
Waste Handling and Environmental Regulations
The Company complies with applicable UK waste and environmental regulations when disposing of waste water, extracted residues and any other waste generated during the services.
Waste water and residues from cleaning processes will normally be disposed of via appropriate drainage systems at the Premises or at authorised disposal points, in accordance with local regulations and environmental best practice.
The Client must not request the Company to dispose of hazardous, controlled or prohibited materials. If such materials are discovered, the operative may refuse to handle them and may suspend work until safe arrangements have been made. Any additional costs arising from necessary specialist disposal will be the responsibility of the Client.
The Company aims to minimise environmental impact by using suitable products and methods and by complying with relevant waste handling and emissions requirements.
Personal Data and Privacy
The Company collects and processes personal data, such as names, addresses and service details, solely for the purpose of providing services, handling bookings, invoicing and legitimate business administration.
The Company will take reasonable steps to keep such data secure and will not sell personal data to third parties. Personal data may be shared with trusted service providers only where necessary for the performance of the services or to comply with legal obligations.
Clients have rights under applicable data protection laws in the UK, including the right to access and correct personal data held about them.
Force Majeure
The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to acts of nature, extreme weather, fire, flood, epidemic, industrial disputes, transport disruption, or failure of utilities.
Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practice or services offered. The version in force at the time of the Clients booking will apply to that booking. The current version of the Terms and Conditions will be made available on request.
Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed severed from the remaining provisions, which will continue to be valid and enforceable.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by the Company, 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.
By confirming a booking or allowing the services to commence, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.
