Bow Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Bow Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers in the United Kingdom. By booking a service, 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 definitions apply:
Customer means the individual or business making a booking for services.
Company means Bow Carpet Cleaners, the provider of the cleaning services.
Services means any carpet, upholstery, rug, curtain or related cleaning services supplied by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request by the Customer for the Company to provide Services at an agreed time and date.
2. Scope of Services
The Company provides professional carpet, upholstery and related cleaning services within its designated service area in the United Kingdom. The specific Services to be provided, including the areas and items to be cleaned, will be agreed at the time of Booking and confirmed before the work begins.
The Company reserves the right to decline to provide any Services that, in its reasonable opinion, fall outside its standard offering, are unsafe, or where the Premises are unsuitable for the safe and effective provision of the Services.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s approved booking channels. The Customer must provide accurate information regarding the Premises, the areas or items to be cleaned, access requirements, parking availability and any known hazards.
3.2 A Booking is only considered confirmed when the Company has accepted it and, where applicable, the Customer has paid any required deposit. The Company may reject a Booking or propose alternative dates and times if resources are not available.
3.3 The Customer is responsible for ensuring that any person making a Booking on their behalf is authorised to do so and is bound by these Terms and Conditions.
3.4 Any quotation provided by the Company is based solely on the information supplied by the Customer. If upon arrival the information is found to be materially inaccurate or incomplete, the Company may adjust the price, modify the scope of work, or decline to carry out the Services.
4. Access to Premises and Customer Obligations
4.1 The Customer must ensure that the Company has safe, reasonable and timely access to the Premises at the agreed date and time. This includes providing any necessary instructions for entry, arranging parking where required, and ensuring that utilities such as electricity and water are available.
4.2 The Customer must remove fragile, valuable or easily damaged items from the areas where the Services will be performed. The Company accepts no responsibility for damage to such items that should reasonably have been removed.
4.3 The Customer must notify the Company in advance of any known hazards at the Premises, including but not limited to loose floor coverings, faulty wiring, water leaks, hazardous substances or any relevant health and safety risks.
4.4 If the Premises are excessively cluttered, unsanitary or otherwise unsafe, the Company may refuse to carry out part or all of the Services and may charge a reasonable call-out or cancellation fee.
5. Pricing and Payment Terms
5.1 Unless otherwise agreed in writing, prices are quoted in pounds sterling and include any applicable taxes. The price for the Services will be confirmed to the Customer before the commencement of work.
5.2 The Company may require full or partial payment in advance, or a deposit, as a condition of accepting the Booking. Any such requirement will be communicated to the Customer before the Booking is confirmed.
5.3 Unless otherwise agreed, payment of any balance is due immediately upon completion of the Services. The Company reserves the right not to release any invoice or confirmation of completion until full payment has been received.
5.4 If payment is not received when due, the Company may charge interest on the overdue amount at the statutory rate applicable in the United Kingdom and may take reasonable steps to recover the debt, including engaging third-party collection agencies. The Customer will be responsible for any reasonable costs incurred by the Company in recovering overdue amounts.
6. Cancellations, Rescheduling and No-Show Policy
6.1 The Customer may cancel or reschedule a Booking by giving the Company reasonable notice. The minimum notice period and any applicable charges will be communicated at the time of Booking and may vary depending on the type and scale of the Services.
6.2 If the Customer cancels or reschedules a Booking with less than the required minimum notice, the Company reserves the right to charge a cancellation fee, which may be a percentage of the agreed price or a fixed call-out charge.
6.3 If the Customer is not present at the Premises at the agreed time or fails to provide access so that the Company cannot reasonably perform the Services, this may be treated as a late cancellation and the Company may apply a cancellation or no-show fee.
6.4 The Company will use reasonable endeavours to attend the Premises at the agreed time. However, appointment times are estimates and may be affected by factors outside the Company’s control, such as traffic conditions or previous jobs overrunning. In such cases the Company will attempt to contact the Customer to agree a revised arrival time or alternative date.
6.5 If the Company is unable to attend due to circumstances beyond its reasonable control, it may cancel the Booking without liability but will offer to reschedule the Services at a mutually convenient time.
7. Service Standards and Limitations
7.1 The Company will perform the Services with reasonable care and skill and in accordance with generally accepted industry standards for carpet and upholstery cleaning.
7.2 While the Company will use appropriate methods and products to clean and treat stains, it does not guarantee the complete removal of all stains, odours, marks or defects. Some stains and damage may be permanent and not fully treatable.
7.3 The cleaning results may vary depending on fibre type, age, previous cleaning history, pre-existing damage, level of soiling and other factors beyond the Company’s control. The Company does not accept responsibility for any permanent damage or discolouration that becomes apparent as a result of cleaning processes where such issues existed but were not visible beforehand.
7.4 The Customer accepts that certain materials or items may react unpredictably to cleaning products or methods, particularly where manufacturer care labels are missing, incomplete or have not been followed in the past. The Company will take reasonable care but cannot be held liable for adverse reactions where these could not reasonably have been foreseen.
8. Customer Property and Preparation
8.1 Unless otherwise agreed, the Customer is responsible for moving light furniture or other movable items to allow access to the areas to be cleaned. The Company may, at its discretion, assist with moving certain items but is not obliged to do so and will not move heavy, fragile or high-value items.
8.2 The Customer should ensure that pets and children are kept away from the work areas and equipment during the provision of the Services and for any recommended drying period afterwards.
8.3 The Customer must follow any aftercare advice provided by the Company, including ventilation, drying times and safe re-entry to cleaned areas. The Company is not liable for issues arising from failure to follow such advice.
9. Waste Handling and Environmental Compliance
9.1 The Company will handle waste generated during the provision of the Services in accordance with applicable UK waste management and environmental regulations.
9.2 Standard waste arising directly from the cleaning process, such as used cleaning solutions, disposable cloths and filters, will be removed from the Premises or handled on-site in a compliant manner as appropriate to the type of waste and the nature of the Services.
9.3 The Company is not responsible for the removal or disposal of general household or commercial waste, bulky items, or hazardous materials already present at the Premises. It is the Customer’s responsibility to arrange for proper disposal of such items through the appropriate waste services.
9.4 If the Company encounters hazardous waste or materials during the provision of the Services, it may suspend or cancel the work for health, safety and compliance reasons. Any additional costs or delays resulting from the presence of such materials may be charged to the Customer.
10. Liability and Insurance
10.1 The Company will maintain appropriate insurance cover for its Services, including public liability insurance, in line with typical industry practice.
10.2 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable law.
10.3 Subject to the above, the Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid or payable by the Customer for the specific Booking giving rise to the claim.
10.4 The Company will not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity or loss of enjoyment arising from or in connection with the Services.
10.5 The Customer must report any alleged damage or service issue to the Company within a reasonable time and, in any event, no later than 48 hours after completion of the Services. The Customer must allow the Company a reasonable opportunity to inspect, investigate and, where appropriate, remedy any issue.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible, providing details of the concern and any supporting information.
11.2 The Company will investigate all genuine complaints and, where appropriate, may offer a re-visit to attempt to rectify the issue, a partial refund or another form of resolution at its discretion.
11.3 The availability of any remedy will depend on the nature of the issue, the condition of the items cleaned, any pre-existing damage and the extent to which the Customer has followed the Company’s advice and instructions.
12. Changes to Services and Terms
12.1 The Company reserves the right to make reasonable changes to the Services, including methods and products used, where this is necessary to comply with safety, legal or industry standards or to improve service quality.
12.2 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking. Updated Terms and Conditions will apply to new Bookings made after the date of any change.
13. Privacy and Data Protection
13.1 The Company will collect and use personal data from the Customer for the purposes of managing Bookings, providing Services, processing payments and communicating regarding appointments and service updates.
13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to protect such data from unauthorised access, loss or misuse.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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.
15. General Provisions
15.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, and no single or partial exercise of any such right or remedy shall preclude any further exercise of it.
15.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, communications or agreements, whether written or oral, relating to the same subject matter.
By making a Booking with Bow Carpet Cleaners, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.