Terms and Conditions of Service
1. Our Agreement
1.1. The Company intends to rely upon the written terms set out here. Please read them carefully. If you require any changes, please ask for these to be put in writing so we can avoid any misunderstandings regarding expectations. If you have any questions, please contact us.
1.2. These terms and conditions shall apply to all quotations issued by the Company. Any variations are only binding if agreed in writing.
2. Quotations and Contracts
2.1. Unless withdrawn, quotations are valid for 30 days from the date of issue.
2.2. A contract is formed once the quotation is accepted (verbally or in writing) and an appointment is scheduled.
2.3. All pricing is provided as a Quote. If the scope of work changes upon arrival (e.g., additional rooms or specialized restoration required), a revised quote will be agreed upon before work begins.
3. High-Value Items & Articles
3.1. The Customer must notify the Company in writing prior to the start of work if any article (carpet, rug, or furniture) is of especially high value (e.g., exceeding £2,000).
3.2. This allows the Company to confirm appropriate insurance coverage is in place.
4. Payment Terms
4.1. Payment is due in full upon satisfactory completion of the services. We accept cash, credit/debit cards, or bank transfers.
4.2. In the event of late payment without a valid legal reason, the Company reserves the right to charge for reasonable and foreseeable losses. This may include a £25.00 administration fee for late payment correspondence and interest at the current County Court Judgment rate.
5. Cancellations & Access
5.1. Standard Cancellations: If you cancel a booking and we are unable to fill the slot, we reserve the right to charge a fee of up to 50% to cover lost profit and overheads.
5.2. Consumer Rights: If the contract was entered into at a distance (online/phone), you may have a legal 14-day cooling-off period. If you request work to start within this period, you acknowledge that your right to cancel may be limited once service has begun.
5.3. Failed Access: If we cannot gain access to the property at the agreed time, a call-out fee may be charged to cover travel and lost time.
6. Carpet, Upholstery & Rug Cleaning
6.1. Limitations: The Company does not accept responsibility for shrinkage, colour migration, or “wicking” arising from the cleaning process unless caused by a lack of reasonable care, skill, or negligence.
6.2. Stain Removal: While we use professional-grade solutions, the total removal of permanent stains is not guaranteed.
6.3. Rug Submersion: For rugs taken off-site, the Company’s liability begins at collection and ends at delivery. We are not liable for the degradation of aged fringes or dye-bleed inherent to vegetable-dyed oriental rugs.
7. Hard Floor Restoration (LVT & Natural Stone)
7.1. Pre-existing Condition: The Company is not liable for the failure of loose or cracked grout, or for “etching” caused by previous unsuitable household cleaners used by the Customer.
7.2. Restoration: During stripping/sealing, if hidden damage to the sub-floor is discovered, we will pause work to discuss a revised plan and cost with the Customer.
7.3. Slip Resistance: The Customer is responsible for following safety advice regarding floor usage immediately following the application of sealants or polishes.
8. Liability & General
8.1. Circumstances beyond our control: The Company is not liable for delays or failures caused by events such as severe weather, vehicle breakdown, or equipment failure.
8.2. Furniture: We will move furniture only by prior agreement. The Company is not liable for damage to furniture or “chattels” unless caused by a lack of reasonable care and skill.
8.3. Complaints: Please notify us of any dissatisfaction within 7 days so we may inspect and rectify the matter promptly.
9. Privacy
9.1. We process your personal data in accordance with our Privacy Policy, available at www.1aacclaim.co.uk/privacypolicy