AFRESH CARPET & UPHOLSTERY CLEANING – TERMS AND CONDITIONS
These Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,”) and Afresh Carpet & Upholstery Cleaning (“Company,” “we,” “us,”, “Cleaning Company,” or “our”).
1. DEFINITIONS
1.1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means Afresh Carpet & Upholstery Cleaning.
“Cleaner”, “Cleaning Operative”, “Service Provider’’– means the person carrying out cleaning services on behalf of the Company.
“Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
“Client’s Address” – means the address where the Client has requested the cleaning service to be carried out.
“Service” – means the cleaning services carried out on behalf of the Company.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2. CONTRACT
2.1 These Terms and Conditions constitute a contractual legal agreement between the Company and the Client.
2.2 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email, live chat, website forms, WattsApp and electronic messaging services, social media, via the company website or by other electronic means constitutes acceptance by the Client of these Terms and Conditions.
2.3. Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.4. Unless it has been confirmed in writing by a director of the Company, the Terms and Conditions given here are to prevail over any other terms of business or conditions of purchase proposed by the Client.
2.5. No variation or alteration of these Terms and Conditions shall be accepted as valid unless it is has been confirmed in writing by the owner of the Company.
3. PRICING
3.1. All orders are subject to a £80.00 minimum call out charge
3.2 The company or service provider reserves the right to amend any initial quotes provided if the client’s originally stated requirements are deemed to have changed or upon inspection of the property by us.
3.3. We use national average room sizes when calculating the price over the telephone. For bedrooms bigger than 18 square meters and living rooms bigger than 35 square meters the price will increase.
3.4. Upholstery Cleaning is charged per seated area taking into account fabric types, soiling and the anticipated cleaning time. A standard 2-Seater sofa has a seating area of 140cm-160cm. A 3-Seater sofa has a seating area of 180cm-220cm. A standard 4 -Seater sofa has a seating area of 220cm-260cm. Seating area depends on width not the number of cushions.
3.5. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
3.6. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
3.7. The quotation excludes the clearing of personal belongings including but not limited to clothing, toys, books etc from the area to be cleaned.
3.8. Additional charges apply if the company need to collect keys from a third party to which the customer will be informed prior.
3.9. Additional vehicle charges including but not limited to, congestion charges, ultra low emission charges and parking charges will be added to the Client’s invoice unless a different agreement was made.
4. CARPET CLEANING, UPHOLSTERY CLEANING, RUG CLEANING.
4.1. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
4.2. The Company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.
4.3. We shall not be responsible for any damage caused as a result of the Customer placing furniture on a carpet which has not completely dried.
4.4. The Customer shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the Customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company.
4.5. Liability cannot be accepted for colour run or migration due to manufacturers using non-colorcast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings and valances.
4.6. Stain Removal is NOT Guaranteed, the company will endeavour to remove any stains however, cannot guarantee removal. The company will not be liable for wear or discolouring of fabrics and/or carpets that has become more visible once dirt has been removed. The company will not be liable for failure to remove old/permanent stains or odours that cannot be removed using standard carpet cleaning methods or standard upholstery cleaning methods. The company will not be liable for existing damage or spillage that cannot be cleaned/removed completely.
4.7. The Company ideally needs to be parked as close to the clients property as possible.
4.8. The Company will give an approximate time of arrival, if we cannot make contact we will only be able to wait 20 minutes from the time that we arrived at the property. After this it will be treated as a cancelation.
4.9. The client is to ensure that there is suitable electric and water supply for the company to complete the job. Failure to do so the customer will be charged £35.00, this will not be taken off bill if the date is rearranged.
4.10. The company will only move furniture if it’s safe to do so by one person and only at the customers request. Items such as tv cabinets, bookcases, wardrobes and any other large items will have to be moved by customer before arrival of the company.
4.11. The Client is responsible for providing access to their property at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property is subject to a £30.00 fee.
4.12. Our cleaning guarantee applies for 5 days from when the cleaning was completed. Any complaints after this time may not be considered.
4.13. We cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.
5. PAYMENT
5.1. Unless otherwise agreed in writing by the company, payment is required on the completion of the work. The Client must make payment before the carpet/ upholstery cleaner leaves the Client’s premises.
5.2. We accept , credit/debit card, cash, cheques or Bank transfer payments, payments must be made on the day of your appointment.
5.3. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
5.4. The Company reserves the right to charge £50.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.
5.5. All bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £50.00 per cheque.
5.6. The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.
5.7. Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date.
5.8. The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.
5.9. All payments must be made in Great Britain Pounds.
6. CANCELLATIONS
6.1. Under UK law you have a 14 day cancellation period. During that time you can cancel the service without any fees. However the Company has the right to charge for any expenses arisen from your booking. This includes but not limited to, specialist products obtained specifically for the work, and travelling time to the clients location to carry out the work.
6.2. We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well being of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, the Customer will be charged a 30% of the total value.
6.3. The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.
6.4. The Company understands that unforeseen circumstances may arise. In the event of a genuine emergency or unavoidable situation, the Company may, at its discretion, waive the cancellation fee.
7. COMPLAINTS AND CLEANING GUARANTEE
7.1. All services shall be deemed to have been carried out to the Client’s satisfaction unless notice is received by the Company with details of the complaint within 48 hours of the work being completed. All complaints must be received verbally or in writing by post, or email or electronic communication no later than 48 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.
7.2. The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.
7.3. The Company reserves the right to only offer one recovery clean per service.
7.4. Where access is denied for a re clean, we are not liable for any costs associated with not being granted permission to re-enter the property and carry out the re clean.
7.5. Our cleaning guarantee applies for 5 days from when the cleaning was completed. Any complaints after this time may not be considered.
7.6. We cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.
7.7. The Client agrees to inspect the work immediately after its completion and to draw the operatives attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Clients complete satisfaction.
7.8. If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
7.9. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
7.10. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
7.11. The Client waives his right to stop payment on his cheque or protest payment unless the Company fails to make good on the guarantee.
8. LIABILITY
8.1. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
8.2. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.
8.3. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
8.4. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
8.5. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
8.5.1. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting.
8.5.2. Late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
8.6. Any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
8.7. Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process;
8.8. The Company shall not be liable for the shrinkage of carpets, rugs, curtains or sofas as a result of natural fibre being wet cleaned.
8.9. The Company shall not be liable for the shrinkage of carpets, rugs, curtains or sofas as a result of poor fitting.
8.10. The Company shall not be liable for carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
8.11. The Company shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.
8.12. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.
8.13. The company are not responsible for any damage that the client has caused from using shop bought products that can bleach carpets and upholstery.
8.14. If the customer requests furniture to be moved by the company it is at the clients risk. The Company will take no responsibility or liability for any damage or loss if caused
11. INSURANCE
11.1. The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.