Pimlico Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis upon which Pimlico Carpet Cleaners provides professional cleaning services to domestic and commercial customers within its operating area in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions.
You should read these Terms and Conditions carefully before confirming a booking. If you do not agree with any part of these terms, you should not proceed with your booking or use our services.
1. Definitions
In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:
Customer means the person, company or organisation making a booking for cleaning services.
Company means Pimlico Carpet Cleaners, which provides the services described in these terms.
Services means carpet cleaning, upholstery cleaning, rug cleaning and any related or ancillary cleaning services agreed between the Company and the Customer.
Premises means the property or location at which the Services are to be carried out.
Technician means an operative or contractor engaged by the Company to deliver the Services.
2. Scope of Services
2.1 The Company provides professional carpet, rug and upholstery cleaning services and may offer additional cleaning services as agreed in advance with the Customer.
2.2 The exact scope of work, including areas to be cleaned, type of cleaning, and any additional tasks, will be agreed at the time of booking or during any pre-service assessment. Only those services expressly agreed will be carried out.
2.3 The Company reserves the right to decline to provide Services where the Premises or areas to be cleaned are considered unsafe, inaccessible, excessively cluttered, or where the condition of items to be cleaned is such that cleaning would be ineffective, cause damage, or breach health and safety standards.
2.4 The Company does not guarantee the removal of all stains or odours. Outcomes depend on factors including the age and type of stain, fibre type, previous cleaning attempts and general condition of the carpet, rug or upholstery.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels as advertised from time to time.
3.2 At the time of booking, the Customer must provide accurate information, including the type of service required, approximate room or item sizes, the condition of carpets or upholstery, parking availability, property access, and any known issues such as heavy soiling, pet contamination or infestation.
3.3 The Company will provide an estimated price based on the information supplied. This estimate may be adjusted if the information proves inaccurate or if additional work is required which was not disclosed at the time of booking.
3.4 A booking is not considered confirmed until the Company has acknowledged acceptance and, where applicable, received any required deposit or pre-authorised payment.
3.5 The Customer must ensure that an adult over 18 years of age is present at the Premises for the duration of the Service, unless expressly agreed otherwise in writing.
4. Prices, Estimates and Quotes
4.1 All prices are stated in pounds sterling and are exclusive of any applicable taxes unless otherwise stated. Any applicable taxes will be added to the final invoice in accordance with UK law.
4.2 Any quotation or estimate provided prior to inspection is based on the information supplied by the Customer and is not binding on the Company. The final price may change following a visual inspection by the Technician on arrival at the Premises.
4.3 The Company will notify the Customer as soon as reasonably practicable if the scope of work or price needs to be revised. Where the Customer does not agree to the revised price, the Company reserves the right to cancel the booking. In such circumstances, any prepaid deposit may be retained to cover reasonable costs incurred.
4.4 Promotional prices, vouchers or discounts are subject to specific conditions and validity periods and may not be used in conjunction with other offers unless expressly stated.
5. Access, Parking and Utilities
5.1 The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, or access through building management where necessary.
5.2 The Customer must ensure that adequate parking is available for the Technician’s vehicle in reasonable proximity to the Premises. Any parking charges, permits or fines incurred due to lack of suitable parking information or arrangements may be added to the Customer’s invoice.
5.3 The Customer must ensure that water and electricity are available at the Premises for the duration of the Service. If these utilities are not available and the Service cannot proceed, the Company may treat the booking as a late cancellation and apply the relevant fee.
6. Customer Obligations
6.1 The Customer must remove fragile items, valuables, personal belongings and small furniture from the areas to be cleaned where reasonably possible, prior to the arrival of the Technician.
6.2 The Company does not move heavy, fragile or valuable items such as televisions, computers, antiques, pianos, large wardrobes or similar items. If the Customer requests that any furniture be moved, this is done entirely at the Customer’s risk.
6.3 The Customer must inform the Company in advance of any known defects, damage, or special requirements relating to carpets, rugs or upholstery, including pre-existing stains, loose fittings, colour instability, previous damage or manufacturer care instructions.
6.4 Where children, vulnerable persons or pets are present, the Customer is responsible for supervising them and keeping them away from cleaning equipment, chemicals and wet surfaces during and after the Service until completely dry.
7. Payments and Charges
7.1 Unless otherwise agreed, payment is due immediately upon completion of the Service. The Company may require payment in advance or a deposit at its discretion.
7.2 The Company accepts payment by the methods it specifies from time to time. The Customer is responsible for ensuring that payment details provided are valid and that sufficient funds are available.
7.3 Where payment is not made on completion, the Company reserves the right to apply late payment charges, interest and reasonable debt recovery costs in accordance with applicable UK law.
7.4 For commercial Customers, payment terms may be agreed separately in writing. If no terms are agreed, payment shall be due within 14 days of the invoice date.
7.5 If the Customer fails to pay any amount due, the Company may suspend or cancel further Services until all outstanding sums are settled in full.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by providing notice through the Company’s accepted communication channels.
8.2 If the Customer cancels or reschedules more than 48 hours before the scheduled start time, no cancellation fee will normally be charged, and any deposit may be refunded or applied to a future booking at the Company’s discretion.
8.3 If the Customer cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company reserves the right to charge a reasonable cancellation fee, which may include retention of any deposit paid.
8.4 If the Customer cancels, reschedules, or is not present to grant access within 24 hours of the scheduled start time, the Company may charge up to 100 percent of the estimated service cost to cover the Technician’s time and lost opportunity.
8.5 The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, equipment failure, or transport disruption. In such cases, the Company will offer an alternative appointment and will not be liable for any indirect losses incurred by the Customer.
9. Service Quality and Complaints
9.1 The Company aims to provide Services with reasonable care and skill and in accordance with generally accepted industry standards.
9.2 The Customer should inspect the work promptly upon completion. Any concerns or complaints about the standard of the Service must be reported to the Company as soon as reasonably possible and, in any case, within 48 hours of completion.
9.3 Where a complaint is justified, the Company will, at its discretion, arrange a revisit to re-clean the affected area or provide an appropriate partial refund. This shall be the Customer’s sole and exclusive remedy for issues relating to service quality.
9.4 The Company is not responsible for pre-existing damage, wear and tear, fading, shrinkage, discolouration, loose seams, or other inherent defects that may become more visible after cleaning.
10. Liability and Limitations
10.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
10.2 Subject to the above, the Company’s total liability for any loss or damage arising out of or in connection with the provision of the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific Service giving rise to the claim.
10.3 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of use, or loss of data.
10.4 The Customer is responsible for securing valuables and fragile items and for ensuring that carpets, rugs and upholstery are suitable for cleaning. The Company is not liable for damage resulting from failure to disclose information about the condition, age or care requirements of items to be cleaned.
10.5 The Company is not responsible for any deterioration of fabric or fibres that occurs as a result of prior wear, ageing, inferior construction, colour instability, or previous cleaning by third parties.
11. Health, Safety and Environmental Obligations
11.1 The Company uses professional cleaning products and equipment and takes reasonable steps to ensure that they are used safely and in accordance with manufacturer instructions and applicable regulations.
11.2 The Customer must inform the Company of any allergies, sensitivities, or health conditions that may be affected by cleaning agents, fragrances or processes used during the Service.
11.3 The Customer must keep children, pets and other occupants away from wet or treated areas until they are fully dry and safe to walk on. The Company will not be liable for slip hazards or other accidents occurring due to failure to follow this instruction.
12. Waste Handling and Regulatory Compliance
12.1 The Company will handle and dispose of any waste generated by its cleaning activities in accordance with applicable UK waste management and environmental regulations.
12.2 The Customer is responsible for the disposal of any general household, commercial or bulky waste not generated directly by the Company’s cleaning processes.
12.3 Where contaminated items, hazardous substances or biohazard materials are present at the Premises, the Customer must disclose this in advance. The Company reserves the right to refuse to handle or remove such materials if this would breach health, safety or waste regulations.
12.4 If special disposal arrangements are required for particular waste streams arising from the Services, any associated charges may be added to the Customer’s invoice, having been discussed and agreed where reasonably possible.
13. Insurance
13.1 The Company maintains appropriate insurance cover in respect of public liability and, where applicable, employer’s liability, in line with its operations.
13.2 Evidence of insurance cover may be provided to the Customer upon reasonable request.
14. Privacy and Data Protection
14.1 The Company will collect and process personal data necessary for booking and delivering the Services, including contact details, service addresses and payment-related information.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws. Personal information will be used only for purposes connected with the provision of Services, administration, and any legal or regulatory requirements.
14.3 The Customer is responsible for ensuring that any personal data provided is accurate and for informing the Company of any changes.
15. Amendments to Terms
15.1 The Company reserves the right to amend or update these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the amended terms.
15.2 For ongoing or long-term service arrangements, the Company will notify the Customer of any material changes to these Terms and Conditions, and continued use of the Services will constitute acceptance of the revised 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 their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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.
By proceeding with a booking and allowing the Service to be carried out, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.