Terms And Conditions

Pimlico Carpet Cleaning Terms and Conditions of Service

These Terms and Conditions govern the provision of carpet and related cleaning services by Pimlico Carpet Cleaning to you as a customer. By booking or receiving any service from Pimlico Carpet Cleaning, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the person, firm, or organisation purchasing cleaning services from Pimlico Carpet Cleaning. Services means carpet cleaning and any associated or additional cleaning services agreed between Pimlico Carpet Cleaning and the Customer, including but not limited to upholstery cleaning, rug cleaning, mattress cleaning, stain treatment, and related cleaning tasks. Premises means the property or properties at which the Services are to be carried out. Agreement means the contract formed between Pimlico Carpet Cleaning and the Customer for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

Pimlico Carpet Cleaning will perform the Services with reasonable care and skill, using suitable cleaning methods and products appropriate for the materials identified by the Customer or as reasonably determined by Pimlico Carpet Cleaning on arrival.

The Services are limited to the tasks explicitly agreed at the time of booking or as subsequently confirmed in writing or verbally, including the rooms, areas, and items to be cleaned. Any additional tasks requested during attendance at the Premises are subject to availability and may incur additional charges, which the Customer must approve before such additional work is carried out.

Pimlico Carpet Cleaning does not undertake structural repairs, pest control, or any services that are not expressly described as part of its cleaning offering.

3. Booking Process

A booking may be made by the Customer by telephone, online form, in writing, or in person. The Customer must provide accurate details of the Premises, including access information, type and approximate size of areas or items to be cleaned, the presence of stains, damage, or heavy soiling, and any special requirements or concerns.

All bookings are subject to availability and to acceptance by Pimlico Carpet Cleaning. The Agreement is formed when Pimlico Carpet Cleaning confirms the booking and, where applicable, receives any required deposit or prepayment. Pimlico Carpet Cleaning reserves the right to refuse or cancel any booking where it considers it is not reasonably able to provide the Services, including if the Premises are outside the intended service area or present health and safety risks.

The Customer is responsible for ensuring that any person granting access to the Premises on the agreed date has authority to permit the Services to be carried out.

4. Access to the Premises

The Customer must ensure that Pimlico Carpet Cleaning has safe, timely, and unobstructed access to the Premises on the agreed date and time. This includes arranging any necessary keys, entry codes, parking permissions, or concierge notifications in advance.

If Pimlico Carpet Cleaning is unable to gain access or commence work at the agreed time due to circumstances within the Customer's control, such as no one being present, locked gates, lack of parking permission where essential, or unsafe conditions, Pimlico Carpet Cleaning may at its discretion charge a call-out fee and or treat the booking as cancelled by the Customer. Any waiting time caused by access issues may be charged at an additional hourly rate.

The Customer must ensure that the Premises have functioning electricity, running water, and adequate lighting for the Services to be carried out.

5. Customer Obligations

The Customer agrees to:

Provide accurate information about the Premises, including delicate materials, pre-existing damage, and any known defects such as loose carpet edges, unstable furniture, or damaged flooring.

Remove or safely secure valuable, fragile, or irreplaceable items from areas where the Services will be performed, including ornaments, glassware, electronics, and personal items.

Ensure that pets and children are kept away from work areas during the Services and while treated surfaces are drying, for health and safety reasons.

Notify Pimlico Carpet Cleaning in advance of any allergies or sensitivities relevant to cleaning products or processes.

Comply with any instructions given by Pimlico Carpet Cleaning regarding drying times, ventilation, and post-cleaning care.

6. Pricing and Quotations

Prices for the Services may be provided as fixed quotations, estimates, or hourly rates, as communicated to the Customer at the time of booking. Unless otherwise stated, prices are exclusive of any applicable taxes, which will be added if required by law.

Quotations are based on information provided by the Customer and on typical conditions. Pimlico Carpet Cleaning reserves the right to adjust the price if, on arrival, it finds that the Premises differ materially from the description given, including significantly larger areas, heavier soiling, severe staining, infestation, hazardous conditions, or restricted access. In such cases, Pimlico Carpet Cleaning will inform the Customer of any revised price before commencing or continuing with the Services. If the Customer does not accept the revised price, Pimlico Carpet Cleaning may cancel the booking, and any deposit may be retained to cover costs already incurred.

7. Payment Terms

Unless otherwise agreed in writing, payment for the Services is due immediately upon completion of the Services at the Premises. Pimlico Carpet Cleaning may, at its discretion, require full or partial payment in advance, particularly for larger jobs, specialist treatments, or commercial contracts.

Payment methods accepted will be communicated to the Customer at the time of booking. The Customer must ensure that an authorised person is available to make payment on completion if payment is due on the day of service.

In the event of late or non-payment, Pimlico Carpet Cleaning reserves the right to charge interest on the outstanding amount at the statutory rate from the due date until payment is received in full. Pimlico Carpet Cleaning may also suspend or cancel further Services to the Customer until all outstanding sums are settled.

8. Cancellations and Rescheduling

The Customer may cancel or request to reschedule a booking by giving notice to Pimlico Carpet Cleaning. Where possible, the Customer should provide as much notice as reasonably practicable so that appointments can be reallocated.

Pimlico Carpet Cleaning may apply a cancellation fee if the Customer cancels the booking within a specified period before the agreed start time, which will be communicated to the Customer at the time of booking. Short-notice cancellations and failure to provide access may be charged up to the full quoted price, in recognition of costs and lost opportunity.

Pimlico Carpet Cleaning reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, vehicle breakdown, extreme weather, or events beyond its reasonable control. In such cases, Pimlico Carpet Cleaning will offer an alternative appointment as soon as reasonably practicable. Pimlico Carpet Cleaning will not be liable for any indirect loss, such as loss of earnings, arising from such cancellations.

9. Performance and Limitations of Cleaning

Pimlico Carpet Cleaning will use appropriate cleaning techniques to achieve a high standard of cleanliness. However, the Customer acknowledges that certain limitations apply, including where:

Stains are permanent or have set over time, and full removal is not possible despite best efforts.

Carpets, rugs, or fabrics are worn, faded, or damaged, and cleaning may not restore them to an as-new condition.

Previous cleaning or treatments have altered fibres or colours, or have left residues affecting the outcome.

Items are inherently fragile, discoloured by sunlight, or otherwise affected by factors outside the control of Pimlico Carpet Cleaning.

Pimlico Carpet Cleaning does not guarantee the removal of all stains or odours. Where cleaning is undertaken but results are limited due to factors described above or disclosed to the Customer, the agreed price remains payable in full.

10. Damage and Liability

Pimlico Carpet Cleaning will take reasonable care when providing the Services. In the rare event that damage is caused directly and demonstrably by the negligence of Pimlico Carpet Cleaning while performing the Services, Pimlico Carpet Cleaning may, at its option:

Repair the damage, or

Arrange for the damaged item to be replaced with an item of similar age and condition, or

Pay fair compensation limited to the value of the damaged item, subject to any applicable insurance.

The Customer must notify Pimlico Carpet Cleaning in writing of any alleged damage or loss as soon as reasonably practicable and, in any event, within a reasonable time after the Services were carried out, providing all relevant details and supporting evidence.

Pimlico Carpet Cleaning will not be liable for:

Wear, discolouration, or deterioration that becomes apparent during or after cleaning.

Existing damage, shrinkage, or defects in materials, backing, seams, or dyes.

Damage resulting from failure to follow advice regarding drying times, ventilation, or use of cleaned areas.

Indirect or consequential losses, including loss of profit, loss of opportunity, or inconvenience.

Any failure or delay caused by events beyond its reasonable control, such as power cuts, floods, or access restrictions.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

11. Health, Safety, and Conduct

Pimlico Carpet Cleaning will conduct the Services in accordance with applicable health and safety requirements so far as is reasonably practicable. The Customer must not request any task that is unsafe, unlawful, or outside the competence of Pimlico Carpet Cleaning.

Pimlico Carpet Cleaning reserves the right to withdraw staff from the Premises if they experience abusive, threatening, or inappropriate behaviour, or if the environment presents a serious health or safety risk. In such circumstances, the booking may be treated as cancelled by the Customer and charges may apply.

12. Waste Handling and Environmental Regulations

Pimlico Carpet Cleaning will handle any waste arising directly from the Services in accordance with applicable environmental and waste regulations. This may include the safe disposal of soiled water, used cleaning materials, and packaging. Waste will be disposed of through lawful channels and in a manner that minimises environmental impact where reasonably practicable.

The Customer is responsible for any household or commercial waste at the Premises that is not generated by Pimlico Carpet Cleaning as part of the Services. Pimlico Carpet Cleaning does not provide general waste removal services unless expressly agreed in advance and may decline to handle certain categories of waste, including hazardous, clinical, or regulated waste, in line with relevant laws and health and safety obligations.

The Customer agrees not to request or require Pimlico Carpet Cleaning to dispose of waste in an unlawful manner, such as pouring chemicals into unsuitable drains or leaving waste in unauthorised locations.

13. Complaints and Service Issues

If the Customer is dissatisfied with any aspect of the Services, the Customer should notify Pimlico Carpet Cleaning as soon as possible, ideally within a short time of completion while the condition of the Premises can still be assessed. Pimlico Carpet Cleaning may request photographs or arrange an inspection of the Premises.

Where a complaint is justified and directly related to the quality of the Services, Pimlico Carpet Cleaning may, at its discretion, offer a re-clean of the affected area, a partial refund, or other appropriate remedy. Any remedial work is provided without prejudice and in full and final settlement of the complaint unless otherwise expressly agreed.

14. Privacy and Data Handling

Pimlico Carpet Cleaning may collect and store information about the Customer necessary to manage bookings, provide the Services, issue invoices, and handle enquiries or complaints. Personal information will be handled in accordance with applicable data protection laws and used only for legitimate business purposes.

The Customer is responsible for ensuring that any personal data of third parties provided in connection with the Services has been shared lawfully. Pimlico Carpet Cleaning will not sell the Customer's personal data to third parties.

15. Variations to these Terms

Pimlico Carpet Cleaning may update or amend these Terms and Conditions from time to time. The version applicable to any particular booking will be the version in force at the time the booking is accepted. The current version may be made available upon request.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with any Agreement for Services, 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, the Agreement, or the Services provided by Pimlico Carpet Cleaning.

17. Severability

If any provision or part-provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision or part-provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

18. Entire Agreement

These Terms and Conditions, together with any written or recorded confirmation of booking provided by Pimlico Carpet Cleaning, constitute the entire agreement between the Customer and Pimlico Carpet Cleaning in relation to the Services. The Customer acknowledges that it has not relied on any statement, promise, or representation not set out in these Terms and Conditions or in the booking confirmation.