Terms And Conditions
Pimlico Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Pimlico Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers in the United Kingdom. By making a booking, using our services or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the person, company or organisation requesting or accepting cleaning services from Pimlico Carpet Cleaners.
Services means the carpet, rug, upholstery, mattress and other cleaning services provided by Pimlico Carpet Cleaners, as agreed in a booking confirmation.
Premises means the property or location at which the Services are to be provided.
Operative means a cleaner, technician or other representative of Pimlico Carpet Cleaners.
Agreement means the contract between Pimlico Carpet Cleaners and the Customer for the supply of Services, incorporating these Terms and Conditions.
2. Scope of Services
Pimlico Carpet Cleaners provides professional cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related treatments such as stain removal and deodorising. The exact scope of work for each visit will be agreed at the time of booking and confirmed in a booking confirmation, quotation or invoice.
Any additional tasks requested on the day of service are subject to the operative's discretion, time availability and potential extra charges, which will be agreed with the Customer before commencement.
3. Booking Process
Bookings may be requested by the Customer through our accepted communication channels. A booking is not confirmed until it has been accepted by Pimlico Carpet Cleaners and a time slot and estimated price have been provided.
The Customer must provide accurate information including property type, approximate room sizes or item quantities, access arrangements, parking information and any special requirements. Pimlico Carpet Cleaners relies on this information to estimate pricing, allocate appropriate time and resources, and assess any risks to health and safety.
All bookings are subject to availability. Pimlico Carpet Cleaners reserves the right to decline or cancel a booking where the requested Services cannot reasonably be provided, including but not limited to situations involving unsafe conditions, unsuitable premises, or non-compliance with these Terms and Conditions.
Any estimated duration of the Services is an approximation only. The actual time required may vary depending on the condition of the items or areas to be cleaned, accessibility and other factors. The Customer agrees that the fee is based on the service provided rather than strict time spent, unless otherwise expressly agreed in writing.
4. Access and Customer Obligations
The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes providing entry, ensuring that electricity and water are available, and confirming that there is sufficient lighting and ventilation for the work to be carried out safely.
The Customer must ensure that the Premises are free from hazards that may pose a risk to the health and safety of operatives, including but not limited to exposed wiring, structural instability, infestations or harmful substances. Pimlico Carpet Cleaners may refuse to provide Services or suspend work if an operative reasonably considers that continuing would be unsafe.
The Customer is responsible for moving fragile, valuable, heavy or delicate items that may be at risk during cleaning, unless prior arrangements have been made for assistance. Pimlico Carpet Cleaners does not dismantle, move or lift heavy furniture or items unless this has been explicitly agreed and may decline to do so if it is not safe or practicable.
5. Pricing and Quotations
Prices are usually quoted based on the information provided by the Customer at the time of booking, which may include the number of rooms, size of areas, and types of items to be cleaned. Quotations are provided in good faith but are not binding if the actual condition or size of the items or areas substantially differs from the description provided.
Where this occurs, Pimlico Carpet Cleaners will discuss any necessary price adjustment with the Customer before work continues. If no agreement can be reached, Pimlico Carpet Cleaners may cancel the Services for that visit, and a call-out or cancellation charge may apply.
All prices are stated in pounds sterling and, unless expressly indicated, are exclusive of any applicable taxes or charges. Pimlico Carpet Cleaners reserves the right to change its price list or rates at any time, but confirmed bookings will be honoured at the price agreed at the time of booking, subject to the conditions in this section.
6. Payments and Invoices
Payment terms will be communicated to the Customer at the time of booking or on the invoice. Pimlico Carpet Cleaners may require payment on completion of the Services, in advance, or within a specified period for account customers.
Accepted payment methods will be confirmed during the booking process or on the invoice. The Customer agrees to pay all sums due promptly and in full, without set-off, counterclaim or deduction, except where required by law.
If payment is not received by the due date, Pimlico Carpet Cleaners reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in pursuing late payment, including debt collection and legal costs. Continued non-payment may result in suspension or termination of further Services.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving reasonable notice before the scheduled start time. The minimum notice period and any applicable cancellation charges will be communicated at the time of booking. Where no specific policy is stated, Pimlico Carpet Cleaners will apply a reasonable notice requirement, generally not less than 24 hours.
Where inadequate notice is given, Pimlico Carpet Cleaners may apply a late cancellation fee or charge a proportion of the estimated service cost to cover lost time and administration. If the operative attends the Premises and is unable to gain access or commence work for reasons within the Customer's control, this may be treated as a late cancellation and charged accordingly.
Pimlico Carpet Cleaners may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, equipment failure, extreme weather or access issues. In such cases, we will notify the Customer as soon as reasonably practicable and offer an alternative appointment. Pimlico Carpet Cleaners is not liable for any loss arising from such cancellations or changes, other than a refund of any pre-paid amount for the affected appointment where Services are not delivered.
8. Service Standards and Limitations
Pimlico Carpet Cleaners will provide the Services with reasonable care and skill, using methods and products appropriate for the items and materials being treated, based on the information and access available at the time of service.
However, the Customer acknowledges and agrees that:
Not all stains, odours or marks can be removed, and results will depend on the type of stain, age, prior treatment, and the material involved.
Existing damage, wear, discolouration or defects may become more visible after cleaning.
Drying times vary and are influenced by ventilation, temperature and humidity, which are outside our control once the service is complete.
Where an item or material is not labelled or is labelled incorrectly, Pimlico Carpet Cleaners will take reasonable care but cannot be held responsible for any damage arising from reliance on incorrect or incomplete labelling or information.
9. Customer Inspections and Complaints
At the end of the service visit, the Customer or an authorised representative should inspect the work carried out. Any immediate concerns should be raised with the operative before departure, so that, where possible, adjustments may be made on the day.
If the Customer is not present, the Services will be deemed accepted unless a complaint is raised within a reasonable period after the visit. Complaints should be made as soon as possible, providing details of the issues and, where appropriate, photographs.
Pimlico Carpet Cleaners will investigate any complaint in good faith and may request access to inspect the Premises or items in question. Where a complaint is upheld, we may, at our discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy. This shall be the Customer's sole and exclusive remedy for issues arising directly from the Services.
10. Liability and Insurance
Pimlico Carpet Cleaners maintains appropriate insurance policies in respect of public liability and, where applicable, employer's liability. Details of insurance cover may be provided on request.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.
Subject to the above, Pimlico Carpet Cleaners shall not be liable for:
Any indirect, consequential or economic loss, including loss of profit, loss of business, or loss of opportunity.
Loss or damage arising from inaccurate, incomplete or misleading information provided by the Customer.
Damage to items, fixtures or fittings that are already defective, worn, loosely fixed, or otherwise in poor condition.
Damage resulting from failing to follow aftercare advice, including guidance on drying times, ventilation and use of treated areas.
In any event, the total aggregate liability of Pimlico Carpet Cleaners arising out of or in connection with any Agreement shall be limited to the total amount paid or payable by the Customer for the specific Services giving rise to the claim.
11. Waste Handling and Environmental Regulations
Pimlico Carpet Cleaners conducts its operations in accordance with applicable UK waste and environmental regulations. Any waste generated as part of the cleaning process will be handled responsibly and in compliance with relevant requirements.
Where waste or residues must remain at the Premises, the Customer is responsible for subsequent disposal in accordance with local waste rules. Pimlico Carpet Cleaners is not responsible for the removal of general household waste, bulky waste or items outside the scope of the agreed Services.
If specialist or hazardous waste arises unexpectedly during the service visit, such as contaminated materials, the operative may cease work and inform the Customer. Additional charges may apply for handling, containment or specialist disposal, where such services can be reasonably provided. Pimlico Carpet Cleaners reserves the right to decline the handling or removal of any waste that requires specialised licensing or facilities.
12. Damage to Property
The Customer must inform Pimlico Carpet Cleaners of any items that are particularly fragile, valuable or sensitive before the start of the Services. Where practicable, such items should be removed or protected by the Customer.
If damage is alleged to have been caused by an operative, the Customer must notify Pimlico Carpet Cleaners as soon as possible, providing reasonable details. Pimlico Carpet Cleaners may require access to inspect the damage and, where appropriate, may seek to repair the item, arrange a replacement or offer fair compensation, taking into account age, condition and market value.
No claim for damage will be considered where the Customer has failed to provide access for inspection, has arranged repairs or replacement without prior agreement, or where the alleged damage is not reasonably attributable to the Services provided.
13. Data Protection and Privacy
Pimlico Carpet Cleaners will collect and process personal data such as names, addresses and contact details for the purposes of managing bookings, delivering Services, handling payments and maintaining records. Personal data will be handled in accordance with applicable data protection law in the United Kingdom.
Customer information will not be sold to third parties. It may, however, be shared with service providers or partners where necessary to deliver the Services, process payments or comply with legal obligations. The Customer has rights in relation to their personal data, which may include the right of access, correction and, in some circumstances, deletion, subject to legal and contractual restrictions.
14. Force Majeure
Pimlico Carpet Cleaners shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control. Such events may include, but are not limited to, natural disasters, severe weather, acts of government, strikes, power failures, or inability to obtain materials or equipment.
In such circumstances, obligations will be suspended for the duration of the event and for a reasonable period afterwards. Pimlico Carpet Cleaners will make reasonable efforts to notify the Customer and to arrange a new appointment once the event has passed.
15. Amendments to Terms
Pimlico Carpet Cleaners may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that specific Agreement. Any material changes will be made available through our usual communication channels or on request.
16. Governing Law and Jurisdiction
These Terms and Conditions and any Agreement for the provision of Services by Pimlico Carpet Cleaners are 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, including any non-contractual disputes or claims.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deleted or limited to the minimum extent necessary, and the validity and enforceability of the remaining provisions shall not be affected.
18. Entire Agreement
These Terms and Conditions, together with any booking confirmation, quotation or invoice, constitute the entire agreement between Pimlico Carpet Cleaners and the Customer in relation to the Services provided and supersede any prior understandings, communications or representations, whether oral or written.
