Terms and Conditions
The terms on which we provide our carpet and upholstery cleaning services.
Who these terms are with
These terms are between you and Mark McClymont, a sole trader trading as Intelligent Carpet Cleaning, based in Gloucester, Gloucestershire ("we", "us", "our"). You can reach us on 01452 452356 or at hello@intelligentclean.co.uk. Our postal address is available on request.
Quotes and prices
- A quote given by our assistant, or otherwise before we attend, is an estimate based on the information and any photographs you provide. In the large majority of cases the quoted price is the price you pay.
- If, on arrival, the size or condition differs materially from what was described, we will explain and agree any change with you before carrying out additional work. No extra charge is applied without your agreement.
- Our prices are the final price payable. We are not VAT registered, so no VAT is added.
- Every job is at least £75 before any travel charge. If the work you book comes to less, the price is £75.
- There is no travel charge within about 10 miles of our Gloucester base, which takes in Gloucester, Cheltenham, Stroud and Tewkesbury. Further out a travel charge of £5, £10 or £15 applies, set by your postcode area, and it is always shown in your quote before you book.
Deposit and cancellation
A 10% deposit is taken at booking to secure the slot and is applied to your final bill. You receive a full refund if we cancel, or if you cancel with 7 or more days' notice. If you cancel with less than 7 days' notice the deposit is retained, and a missed appointment may be charged a reasonable fee for the time set aside.
Standard daytime bookings are confirmed automatically. A booking that would finish later in the day is held and confirmed by Mark personally before it is final. Please give us as much notice as you can if you need to rearrange.
Your right to cancel
Because you book through our online assistant, this is a distance contract and you have the right to cancel within 14 days without giving a reason. The 14 days start the day after your booking is confirmed.
To cancel, tell us in a clear statement: through the assistant, or by phone or email using the contact details we give you. You can use our model cancellation form, at intelligentclean.co.uk/cancellation-form/, if you prefer, but you do not have to.
If we have not yet started your clean, we refund everything you have paid, including your deposit, within 14 days of you telling us you want to cancel.
If you would like your appointment to go ahead within the 14-day period, you can ask us to start within it. If you then cancel before the clean is finished, you pay a reasonable amount for the work already done; once the clean has been completed at your request, this right to cancel no longer applies.
Where this statutory right applies, it takes precedence over the deposit and cancellation charges described above.
Payment
- For domestic work, the balance is due on completion of the clean.
- Where we invoice you for domestic work, payment is due within 14 days of the invoice date.
- For a business account (commercial work booked through the company's private booking link), we invoice after each job and payment is due within 30 days of the invoice date.
- We may charge interest on overdue invoices in line with the Bank of England base rate, calculated daily from the due date until payment is received.
Access, parking and preparation
- Please make sure we can access the property at the agreed time, and that there is somewhere reasonable to park nearby. Where paid parking at the site is unavoidable, the cost may be added to your bill.
- Please remove small items, ornaments and breakables from the areas to be cleaned. We can move larger furniture that is safe to move for £30 a room, and we put protective pads under wooden or metal feet when it goes back, so they cannot stain the damp carpet. We do not move very heavy items such as pianos. If you prefer, we clean around your furniture at no extra charge.
- A cleaned rug needs somewhere to dry, which you provide. If there is nowhere for it to dry, you accept that the floor under the rug may be left with a damp patch.
- Please tell us in advance of anything we should know, such as loose seams, prior damage, delicate fibres, or pets.
Our service and results
- We identify the fibre and construction and match the cleaning method to your carpet, taking reasonable skill and care.
- Cleaning improves the appearance and hygiene of a carpet, but cannot always remove every mark. Some older stains, dye damage, bleach marks and general wear are permanent, and we will tell you honestly where that is the case.
- Drying times and results depend on the fibre, the condition of the carpet, and the conditions on the day.
Our satisfaction promise
If you are not happy with your clean, let us know within 72 hours of the end of your appointment through our assistant, with a photo of the problem, and we will arrange a single return visit at no charge. This does not cover pre-existing permanent staining that was present before the clean. This is in addition to your legal rights and does not affect them.
Liability
- We carry out our work with reasonable skill and care.
- We are not responsible for pre-existing damage, wear, or defects, or for damage arising from a condition of the carpet or item that could not reasonably have been identified before cleaning.
- Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited or excluded.
Complaints
If something has gone wrong, we want to put it right. Raise it through our assistant, or contact us on 01452 452356 or hello@intelligentclean.co.uk with your booking details and what happened. We will acknowledge your complaint within 3 working days and aim to resolve it within 10 working days of that acknowledgement, keeping you updated if it needs longer.
Your data
We handle your personal information in line with our Privacy Notice.
Your statutory rights
Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable law.
General
- We may update these terms from time to time. The version on this page when you book is the version that applies to that booking.
- These terms are governed by the law of England and Wales and are subject to the jurisdiction of its courts.