Rayners Lane Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Rayners Lane Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers in our service area. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Rayners Lane Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
Customer means the person, firm or company booking services from Rayners Lane Carpet Cleaners.
Company, we, us or our means Rayners Lane Carpet Cleaners.
Services means carpet, rug, upholstery, hard floor and related cleaning or stain treatment services supplied by us.
Premises means the property or location where the Services are to be carried out.
Technician means a representative or subcontractor engaged by us to perform the Services.
2. Scope of Services
We provide professional carpet, rug, upholstery and related cleaning services within our designated service area. The exact services to be provided will be detailed at the time of booking and summarised in your booking confirmation.
Any descriptions of services on our website, advertising or other materials are for general guidance only. The specific methods and equipment used may vary depending on the condition of the items, the premises and the professional judgement of the Technician.
We reserve the right to refuse or discontinue service where we reasonably believe conditions at the premises are unsafe, unsanitary, or where the items to be cleaned are in such condition that cleaning would be ineffective or cause damage.
3. Booking Process
3.1 Bookings may be requested by customers through our accepted booking channels. A booking is not confirmed until we have accepted the request and issued a booking confirmation.
3.2 When you make a booking, you must provide accurate information, including your full name, service address, access details, description of the areas or items to be cleaned, and any special requirements or known issues such as heavy soiling, pet odours, or past water damage.
3.3 We reserve the right to amend the quoted price or decline the booking if the information provided at the time of booking is incomplete or inaccurate, or if a site inspection reveals that the work required is substantially different from that described.
3.4 Bookings are subject to availability. While we make reasonable efforts to accommodate preferred dates and times, we do not guarantee any particular appointment slot until it has been confirmed.
3.5 We may require a deposit or pre-authorisation to secure a booking. Where applicable, the amount and payment deadline will be communicated at the time of booking.
4. Access to the Premises
4.1 The Customer is responsible for providing safe and reasonable access to the premises at the agreed appointment time. This includes arrangements for keys, parking where reasonably practicable, gate codes or building entry instructions.
4.2 If parking charges apply, these may be added to the final invoice unless otherwise agreed in advance.
4.3 If our Technician is unable to gain access to the premises, or if the premises are not in a suitable state for work to commence, this may be treated as a late cancellation and a charge may apply as described in the cancellation section.
5. Customer Responsibilities Before and During Service
5.1 The Customer must ensure that the areas to be cleaned are reasonably clear of personal items, toys, breakables, and small furniture, unless we have agreed to move such items.
5.2 Larger items of furniture may be moved at the discretion of the Technician where it is safe and practical to do so. We do not dismantle furniture, disconnect appliances or move items that risk damage to persons, property or the items themselves.
5.3 The Customer must inform us of any known issues that may affect the Services, including but not limited to: loose carpets, unstable furniture, pre-existing damage, previous stain treatments, the presence of asbestos or other hazardous materials, and any relevant health and safety concerns.
5.4 Children and pets should be kept away from the working area and equipment during the Service. The Customer is responsible for supervising children and pets at all times.
6. Pricing and Quotations
6.1 Prices are usually based on the information provided by the Customer, such as room sizes, number of items, and level of soiling. All prices are stated in pounds sterling and include applicable taxes where relevant.
6.2 Any quotation given is an estimate only and is subject to change if, upon arrival, the Technician finds that the information supplied was inaccurate or that additional work is required. In such cases, the Technician will explain any changes in price before commencing work.
6.3 Minimum call-out charges may apply and will be communicated at the time of booking.
7. Payment Terms
7.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Service. We accept commonly available payment methods in the United Kingdom, which will be confirmed during booking or by the Technician on site.
7.2 For commercial customers or larger jobs, we may issue an invoice with specified payment terms. All invoices must be paid in full by the due date stated on the invoice.
7.3 If payment is not received by the due date, we reserve the right to charge interest on the outstanding balance at the statutory rate, and to recover any reasonable costs of debt recovery.
7.4 The Customer may not withhold payment or make deductions by way of set-off unless this has been agreed in writing or ordered by a UK court of competent jurisdiction.
8. Cancellations, Rescheduling and No-Show
8.1 The Customer may cancel or reschedule a booking by giving us notice through our accepted communication channels.
8.2 If you cancel or reschedule with sufficient notice before the appointment time, no cancellation fee may apply. The required notice period and any applicable charges will be communicated at the time of booking and may differ for standard and larger or commercial jobs.
8.3 If you cancel or reschedule with insufficient notice, fail to provide access to the premises, or are not present where required to grant access, we reserve the right to charge a cancellation or call-out fee. This is to cover the costs of time and travel incurred.
8.4 We may cancel or reschedule a booking where it is not reasonably possible to provide the Service, for example due to illness, vehicle breakdown, severe weather, or other circumstances beyond our reasonable control. In such cases, we will offer an alternative appointment. We are not liable for any loss resulting from such cancellation or rescheduling, other than a refund of any deposit already paid for the affected appointment.
9. Service Outcomes and Limitations
9.1 While we use professional methods, equipment and products, we cannot guarantee that every stain or odour will be completely removed. Some stains are permanent or may have been set by previous cleaning attempts, heat, or chemical reactions.
9.2 The Customer acknowledges that certain materials and dyes may react unpredictably to cleaning, especially where items are old, heavily soiled, sun-faded, or previously treated with unknown products.
9.3 Drying times can vary depending on ventilation, temperature, humidity and the nature of the fibres. Any drying times indicated by us are estimates only and not guarantees.
9.4 We do not accept liability for any shrinkage, colour loss, pile distortion, or other changes that occur as a result of inherent defects in the carpet, rug or upholstery, poor fitting or installation, or prior wear and tear.
10. Damage, Complaints and Claims
10.1 We will exercise reasonable care and skill in providing the Services. If you believe that damage has occurred as a result of our work, you must notify us as soon as reasonably possible and in any event within 48 hours of completion of the Service.
10.2 We may request access to inspect the alleged damage and, where appropriate, arrange for a professional assessment. You must not attempt to repair or replace the item before we have had a reasonable opportunity to inspect it, as this may affect any potential claim.
10.3 Our liability for any direct damage to property caused by our negligence or breach of contract will be limited, at our option, to either:
a. repairing the damage, or
b. paying the reasonable cost of repair, or
c. replacing the item on a like-for-like basis where repair is not possible and evidence of value is provided.
10.4 We are not liable for any loss of profit, loss of business, loss of use, loss of data, or any indirect or consequential loss, whether arising in contract, tort or otherwise.
10.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited under UK law.
11. Waste Handling and Environmental Regulations
11.1 We comply with applicable UK regulations relating to the handling, storage, transport and disposal of waste and used cleaning solutions arising from our Services.
11.2 Where we remove waste from your premises, such as extracted wastewater or associated debris, we will dispose of it in accordance with relevant environmental and waste management legislation.
11.3 The Customer must not request or require us to dispose of waste in any unlawful or inappropriate manner, such as via storm drains or other prohibited outlets.
11.4 Where our work produces waste that must remain on site, for example bagged debris or packaging, we will notify you and place it in a reasonable location as directed. The Customer is then responsible for arranging appropriate disposal using authorised waste collection services where required.
12. Health, Safety and Use of Products
12.1 We take reasonable steps to ensure that our cleaning products are used safely and in accordance with manufacturer instructions and applicable regulations.
12.2 If you are aware of any allergies, sensitivities or health concerns that may be affected by cleaning products, you must inform us before the Service begins. We will, where reasonably possible, seek to adapt our methods or products, but cannot guarantee that all products will be suitable for every person or pet.
12.3 After the Service, you should follow any advice given regarding re-entering treated areas, avoiding use of damp carpets or upholstery, and ventilating the premises.
13. Insurance
13.1 We maintain insurance appropriate to the nature of our Services, including public liability cover. Details of our insurance can be provided upon reasonable request.
13.2 Our liability to you is in all cases subject to the limits and exclusions set out in these Terms and Conditions and to the terms of our insurance policies.
14. Privacy and Data Protection
14.1 We collect and process personal data such as names, addresses and contact details for the purpose of managing bookings, delivering Services, handling payments, and dealing with queries or complaints.
14.2 We will handle your personal data in accordance with applicable UK data protection laws. Information will not be sold to third parties and will only be shared where necessary for the performance of the contract, for legal reasons, or with your consent.
15. Force Majeure
15.1 We are not liable for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, power outages, transport disruptions, accidents, or industrial disputes.
16. Variations to Terms
16.1 We may amend these Terms and Conditions from time to time. The version that applies to your booking will be the version in force at the time your booking is confirmed.
16.2 Any changes that materially affect your existing booking will be communicated to you where reasonably possible.
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 their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 the Services provided by Rayners Lane Carpet Cleaners.
18. General Provisions
18.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable in whole or in part, the validity of the remaining provisions shall not be affected.
18.2 No failure or delay by us in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.
18.3 You may not transfer or assign your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where this does not reduce the level of Service you receive.
18.4 These Terms and Conditions, together with any written confirmation or agreement relating to your booking, constitute the entire agreement between you and Rayners Lane Carpet Cleaners in relation to the Services and supersede any prior discussions or understandings.
