Docklands Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Docklands Carpet Cleaners provides cleaning services to customers within its service area in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, landlord, tenant, managing agent or organisation that requests or receives services from Docklands Carpet Cleaners.
Company means Docklands Carpet Cleaners, providing cleaning services within its operating area in the United Kingdom.
Services means carpet cleaning and any additional or related cleaning services agreed between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services accepted by the Company.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its service area. The exact scope of the Services, including specific tasks, type of cleaning, and areas to be treated, will be agreed at the time of booking and confirmed by the Company.
The Company reserves the right to decline any work it reasonably considers unsafe, unsuitable, beyond its technical capabilities, or outside the agreed scope.
3. Booking Process
Bookings may be requested via the Company’s designated booking channels as made available from time to time. Submitted booking requests are offers to purchase Services and are subject to acceptance by the Company.
A Booking is confirmed only when the Company explicitly accepts the request, which may be by written confirmation, message, or other communication from the Company. The Company is not obliged to accept every booking request and may refuse a booking at its discretion.
The Customer must provide accurate information at the time of booking, including:
1. The full address of the Premises
2. Contact details for access on the day of service
3. Type and approximate size or number of rooms or areas to be serviced
4. Any known issues such as heavy soiling, stains, water damage, pet odours, delicate or unusual materials, or restricted access
The Company will use the information provided to estimate the required time, staffing, and pricing. If the information is incomplete or inaccurate, the Company may adjust the quote, require additional time on site, or decline to complete parts of the work.
4. Access to Premises
The Customer is responsible for ensuring safe and reasonable access to the Premises on the agreed date and time. This includes permission to enter, keys or access codes where necessary, and clear instructions for access and parking.
Where relevant, the Customer must arrange suitable parking for the Company’s vehicle in proximity to the Premises. Any parking charges, congestion charges or similar fees incurred as a direct result of providing the Services may be added to the Customer’s invoice.
If the Company is unable to gain access to the Premises at the booked time, or if the job cannot proceed because the Premises are not ready or safe for work, the visit may be treated as a late cancellation and a fee may be applied in accordance with the cancellation policy below.
5. Customer Obligations
The Customer agrees to:
1. Provide accurate and up to date information at the time of booking
2. Ensure that the Premises are reasonably tidy and accessible for the performance of the Services
3. Remove or secure fragile, valuable or easily damaged items from the areas to be cleaned
4. Inform the Company of any known hazards such as electrical faults, loose carpets, damaged flooring, or health risks
5. Ensure that children, pets, and any vulnerable persons are supervised and kept away from work areas and equipment
The Company will not be responsible for damage or accidents arising from items left in the work area or from unsafe conditions which were not disclosed in advance.
6. Pricing and Quotations
All prices are provided in advance based on the information available at the time of booking. Prices may be given as fixed fees for clearly defined work, or as estimates where the extent of work cannot be fully assessed prior to commencement.
If the Company finds on arrival that the condition of the carpets or Premises is materially different from that described at the time of booking, or that the service area is significantly larger, the Company may:
1. Adjust the price to reflect the additional work required, with the Customer’s agreement
2. Limit the work to the value originally agreed by focusing on specified areas
3. Decline to proceed if agreement on an adjusted price cannot be reached
Any price variations will be discussed with the Customer before additional work is carried out.
7. Payments
Payment terms will be confirmed at the time of booking and may vary depending on the nature of the service and the Customer category. Unless otherwise agreed in writing, payment is due immediately on completion of the Services.
The Company accepts payment via methods it designates from time to time. The Customer is responsible for ensuring that full payment is made using an approved method. For business clients, landlords, and agents, invoicing and payment terms may be agreed separately, and late payment charges may apply in accordance with applicable law.
The Company reserves the right to charge interest and reasonable collection costs on overdue amounts. The Company may withhold or suspend further Services until outstanding balances are paid in full.
8. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a Booking by giving notice to the Company. Specific cancellation windows and charges may vary and will be notified to the Customer at the time of booking or in subsequent confirmation communications.
As a general principle, the Company aims to accommodate reasonable changes. However, if a Booking is cancelled or changed at short notice, the Company may charge a cancellation fee to cover lost time and costs incurred.
The Company reserves the right to cancel or reschedule a Booking in cases of operational issues, staff illness, severe weather, access issues, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment where possible. The Company will not be liable for any indirect losses caused by such cancellations or rescheduling.
9. Service Standards and Limitations
The Company will provide the Services with reasonable skill and care, using appropriate cleaning methods and products as determined by its professional judgment.
Certain stains, odours, and damage may be permanent and cannot be fully removed by cleaning. The Company does not guarantee complete removal of all stains, marks or odours, particularly where they have set over time, involve dye transfer, or relate to substances that permanently affect fibres or backing.
Where carpets or fabrics are heavily worn, sun damaged, or previously treated with incompatible products, cleaning may reveal pre existing issues or cause minor changes in appearance. The Company will not be responsible for such issues where reasonable care has been taken and appropriate methods have been used.
10. Liability
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
Subject to the above, the Company’s liability for any loss or damage arising out of or in connection with the provision of the Services shall be limited to the value of the relevant Booking. The Company will not be liable for loss of profits, loss of business, loss of use, loss of data, or any indirect or consequential loss or damage.
The Customer is responsible for ensuring that carpets and fabrics to be cleaned are suitable for wet or chemical treatment and are colourfast. If the Customer is unsure, they must inform the Company before work begins. The Company will take reasonable care to test small inconspicuous areas where appropriate, but it cannot accept liability for colour run, shrinkage, or other damage where manufacturer recommendations are unclear, missing, or not followed by the Customer.
The Customer must notify the Company of any alleged damage or issues arising from the Services within a reasonable time and in any event no later than seven days after the work has been carried out. The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, remedy any issue.
11. Insurance
The Company maintains appropriate insurance cover in respect of its cleaning activities, subject to the usual terms and exclusions of such policies. Details of insurance can be provided on request. Any claim made against the Company may be handled in accordance with the terms of the relevant insurance policy.
12. Health, Safety and Environmental Obligations
The Company will carry out its work in a manner that is mindful of health and safety for staff, Customers, and others within the Premises. The Customer agrees to follow reasonable instructions given by the Company’s staff for safety reasons, including temporary restriction of access to areas being cleaned.
The Company uses cleaning products that are suitable for professional use and, where possible, aims to minimise environmental impact. The Company may from time to time change products or equipment used in order to improve safety, efficiency, or environmental performance.
13. Waste Handling and Regulations
The Company will handle and dispose of waste generated directly from its cleaning activities in accordance with applicable UK waste management and environmental regulations.
General household waste, existing rubbish, and items to be discarded prior to cleaning remain the responsibility of the Customer unless otherwise agreed as part of a separate service. The Company does not undertake large scale waste removal, hazardous waste handling, or disposal of regulated materials unless explicitly agreed and legally compliant arrangements are in place.
Where the Services involve the extraction of dirty water, residues, or similar waste, the Company will ensure that such waste is disposed of through appropriate drainage or waste disposal channels in line with local and national requirements. The Customer must allow the Company reasonable access to suitable drainage points within the Premises if needed.
14. Data Protection and Privacy
The Company will collect and process personal data about Customers for the purposes of managing bookings, providing Services, accounting, and customer service. The Company will handle such data in accordance with applicable data protection laws in the United Kingdom.
The Customer agrees that their details may be used for contacting them regarding bookings, service reminders, feedback, and relevant service information. The Customer may request access to their personal data and may ask for corrections where information is inaccurate.
15. Complaints and Dispute Resolution
The Company aims to provide a high standard of service. If the Customer has any concerns or complaints about the Services, they should contact the Company as soon as possible, providing details of the issue and any supporting information.
The Company will review the matter and, where appropriate, may arrange a revisit, partial refund, or other remedial action at its discretion and subject to the terms of this agreement. The Customer must allow the Company a reasonable opportunity to address any concerns before seeking external remedies.
16. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new Bookings made after the date of the change. For ongoing or long term arrangements, the Company will notify the Customer of any significant changes which materially affect the agreed services.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, are governed by and shall be 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. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be deemed severed from the remaining terms, which will continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation of a Booking and any additional specific terms agreed in writing, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services. They supersede all prior discussions, correspondence, or understandings between the parties concerning the Services.
By proceeding with a Booking, the Customer confirms that they have read, understood and agree to these Terms and Conditions.