Queens Park Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Queens Park Carpet Cleaners to residential and commercial customers within its operating area. By making a booking, you accept and agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or business requesting and paying for the services.
Company means Queens Park Carpet Cleaners providing the services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning of soft furnishings, and any other related services agreed between the Company and the Customer.
Premises means the property or location where the services are to be carried out.
Booking means a confirmed request for services made by the Customer and accepted by the Company.
2. Scope of Services
The Company provides professional carpet, rug, and upholstery cleaning services, together with associated treatments, within its designated service area. The exact services to be carried out will be as described in the Booking confirmation provided to the Customer. Any additional tasks requested on site are subject to the Companys discretion and may incur additional charges.
The Company will use reasonable care and skill in the performance of the services and will endeavour to achieve a high quality cleaning result, taking into account the age, condition, and material of the items being cleaned and any existing stains or damage.
3. Booking Process
3.1 Making a Booking
Bookings may be requested via the Companys website contact form or through other communication methods accepted by the Company. When making a Booking, the Customer must provide accurate information regarding the Premises, access arrangements, parking availability, the type and approximate size of areas or items to be cleaned, and any particular concerns such as heavy soiling, pet odours, or known damage.
3.2 Booking Confirmation
A Booking is only confirmed when the Company has accepted the request and provided the Customer with confirmation, including the date, time window, and an estimate or quotation. The Company reserves the right to refuse any Booking at its sole discretion, for example where access is not feasible, where the work requested falls outside the Companys usual services, or where safe working conditions cannot be assured.
3.3 Changes to Bookings
If the Customer wishes to change the date, time, or scope of a Booking, they must notify the Company as early as possible. Any changes are subject to availability and may result in revised pricing. The Company reserves the right to treat significant changes as a cancellation and rebooking, applying the relevant cancellation terms.
4. Access, Parking and Customer Obligations
The Customer must ensure that the Companys operatives have safe and reasonable access to the Premises at the agreed time. This includes providing any necessary entry instructions or codes and ensuring that someone is present to grant access where required.
The Customer is responsible for ensuring that suitable parking is available for the Companys vehicle as close to the Premises as reasonably possible. Any parking charges incurred in relation to the Booking may be added to the final invoice.
The Customer must remove, or arrange the removal of, small items, fragile objects, valuables, and personal belongings from the areas to be cleaned, and must notify the Company of any items or surfaces that are particularly delicate, damaged, or at risk of colour-run or shrinkage.
5. Pricing, Estimates and Quotations
Prices may be provided as fixed quotations or as estimates based on the information supplied by the Customer. Where an estimate is given, the final price may be adjusted on site if the actual work required differs from that described at the time of Booking, for example where the area is larger than stated, additional items are to be cleaned, or there is heavy soiling requiring extra time or specialist treatment.
All prices are provided in pounds sterling and, unless specifically stated otherwise, are inclusive of standard cleaning materials and equipment. Any additional charges, such as parking fees or congestion-related costs, will be communicated to the Customer where applicable.
6. Payments and Deposits
6.1 Payment Methods
Payment terms will be communicated at the time of Booking. The Company may accept various payment methods, including card payments and bank transfers, subject to its current policies. Cash payments may be accepted only if expressly agreed in advance.
6.2 Timing of Payment
Unless otherwise agreed in writing, payment is due on completion of the services on the day of the visit. For commercial Customers or larger projects, the Company may issue an invoice with specified payment terms. The Company reserves the right to require part or full payment in advance, including deposits for larger or specialist jobs.
6.3 Late Payments
Where payment is not made in accordance with the agreed terms, the Company may charge interest on the outstanding amount at a reasonable rate and may suspend or cancel any further services until the account is brought up to date. The Customer will be responsible for all reasonable costs incurred by the Company in recovering overdue amounts.
7. Cancellations and Rescheduling
7.1 Customer Cancellations
If the Customer needs to cancel or reschedule a Booking, they must give the Company as much notice as reasonably possible. Where less than 24 hours notice is provided, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the agreed service cost, to cover administration and loss of appointment time.
7.2 Company Cancellations
The Company will use reasonable efforts to honour all confirmed Bookings. However, in some circumstances, such as staff illness, vehicle breakdown, severe weather, or other events beyond the Companys control, it may be necessary to cancel or rearrange an appointment. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment time. The Company will not be liable for any indirect or consequential losses arising from such cancellations.
7.3 Non-Access Fees
If the Company attends the Premises at the agreed time and is unable to gain access or commence work due to reasons within the Customers control, this may be treated as a short-notice cancellation and may incur a call-out or cancellation charge.
8. Health, Safety and Environmental Regulations
The Company will carry out the services in compliance with applicable health and safety legislation and recognised industry practices. Cleaning solutions and equipment will be used in accordance with manufacturer instructions and safety data.
The Customer must inform the Company of any known hazards at the Premises, including but not limited to loose floor coverings, faulty electrical sockets, or restricted ventilation. The Company reserves the right to refuse or suspend work where safe conditions cannot be assured.
9. Waste Handling and Disposal
The Company will handle and dispose of waste generated by its cleaning activities in compliance with relevant waste management regulations. This may include the collection of used cleaning solutions, residues, and disposable materials such as cloths or protective coverings.
Where the services generate significant waste, such as from end of tenancy or deep cleaning projects, the Customer may be responsible for arranging separate waste removal services if the volume or type of waste exceeds what is reasonably associated with carpet and upholstery cleaning. The Company will not transport or dispose of hazardous, medical, or regulated waste outside its usual scope of operation and regulatory permissions.
10. Condition of Items and Results
Prior to commencing work, the Company may assess carpets, rugs, and upholstery for wear, existing damage, previous cleaning attempts, and potential risks such as colour migration, shrinkage, or pile distortion. The Customer acknowledges that results will vary depending on the age, fibre type, construction, previous cleaning history, and the nature of stains or soiling.
While the Company will use appropriate methods and solutions to obtain the best achievable outcome, no guarantee can be given that all stains will be removed, that odours will be completely eliminated, or that items will be restored to their original appearance. Some stains may be permanent and some odours may be embedded in underlay or subflooring beyond the reach of surface cleaning.
11. Liability and Limitations
11.1 Duty of Care
The Company will exercise reasonable care and skill in delivering the services and will take appropriate steps to protect the Customers property. Any damage that is directly caused by the Companys negligence must be reported to the Company as soon as reasonably possible and in any event within 48 hours of completion of the services.
11.2 Exclusions
The Company will not be liable for:
Damage or deterioration arising from pre-existing conditions, including wear, sun damage, weakened fibres, loose seams, or previous treatments.
Colour loss, shrinkage, or texture change where the item was not manufactured or previously treated in a manner suitable for wet or standard cleaning methods, or where manufacturer care labels are missing, incorrect, or unclear.
Any indirect, consequential, or economic loss such as loss of profit, loss of business, or loss of opportunity suffered by the Customer.
11.3 Maximum Liability
To the fullest extent permitted by law, the Companys total liability in respect of any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, shall not exceed the lower of the replacement value of the item affected or the total fees actually paid by the Customer for the relevant Booking. 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 be excluded under applicable law.
12. Customer Complaints and Service Issues
Any concerns regarding the services provided must be reported to the Company promptly, and in any event within 48 hours of completion of the work, so that they can be investigated. The Company may request photographs or, where feasible, a re-visit to inspect the issue.
Where the Company determines that a complaint is justified and relates to the quality of the services, it may, at its sole discretion, offer a re-clean of the affected area or a partial refund, taking into account the circumstances and limitations set out in these Terms and Conditions.
13. Property and Keys
Where the Customer provides keys or access devices to the Company to attend the Premises, the Company will take reasonable steps to keep them safe and secure while in its possession. Keys will be returned or left in the agreed place upon completion of the services. The Company does not accept responsibility for loss or damage arising from keys or access devices that were not supplied directly to its representative or where instructions left by the Customer were unclear.
14. Privacy and Data Protection
The Company will collect and process personal information about the Customer only to the extent necessary to manage Bookings, perform services, and handle payments and communication. The Company will take reasonable steps to keep this information secure and will not sell or disclose it to unrelated third parties except where required by law or where necessary to deliver the services.
15. Force Majeure
The Company will not be held liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, power failures, accidents, or regulatory restrictions. In such circumstances, the Company will use reasonable endeavours to reschedule the services at a mutually convenient time.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect for new Bookings made after the revised Terms and Conditions have been published or communicated. The Terms and Conditions in force at the time of Booking will apply to that particular service appointment, unless otherwise agreed in writing.
17. 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 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. Entire Agreement
These Terms and Conditions, together with any written quotation, Booking confirmation, or special terms agreed in writing, constitute the entire agreement between the Customer and the Company relating to the services and supersede any prior arrangements or understandings, whether written or oral.
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.