For our own quality assurance please note that we take photographs before and after cleaning items but these are for our own personal use and will not be shared with any third party.

 

OUR TERMS

 

1. THESE TERMS

 

1.1 These are the terms and conditions on which we supply our services to you.  Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide our services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

 

1.2 Are you a business customer or a consumer? In some areas, you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:

 

• You are an individual.
• You are ordering services from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).

 

Provisions specific to consumers only are in green and those specific to businesses only are in blue.

 

1.3 If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

 

2. INFORMATION ABOUT US AND HOW TO CONTACT US

 

2.1 We are Aqua Home Services Ltd, company registered in England and Wales. Our company registration number is 10297761 and our registered office is at 86-90 Paul Street, London EC2A 4NE. 

 

2.2 You can contact us by writing to us, telephoning our customer service team at 02037595067 or by emailing us at info@aquahomeservice.co.uk

 

2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

 

2.4 When we use the words “writing” or “written” in these terms, this includes emails.

 

3. OUR CONTRACT WITH YOU

 

3.1 Our acceptance of your order will take place when we contact you to accept it or we accept it by you contacting us, at which point a contract will come into existence between you and us.

 

3.2 If we are unable to accept your order, we will inform you of this. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

 

3.3 Our website is presently for the promotion of our services in London and the surrounding areas.  If you are unsure if we can provide our services to you, or you live outside of that area please do call us to see if we can help.

 

4. OUR SERVICES

 

4.1 When completing our services, we are covered by Public Liability Insurance to a maximum of £5,000,000.  Depending on which of our services you have asked us to provide, there may be specific exclusions or limitation to the work completed for example:

 

For all services:

• We must be provided access to electricity and water at the property.
• There must be a person over the 18 of 18 present at the property when the services are being undertaken;
• All fragile and highly breakable items should be put away;
• Before carrying out services you must inform us about delicate, hand-made, antique materials, such as hand-made carpets, rugs, sofas, curtains, etc. also including real stone tiles, worktops, etc. We will not be liable for any damage caused due to sensitive chemicals that needs to be used for these items.
• Although we are fully insured, we cannot touch or move any electrical items such as televisions or computers for both insurance purposes, and for health and safety reasons (due our working with water);
• We cannot guarantee that carpets, rugs, upholstery, curtains, mattress, end of tenancy cleaning or jet washing will remove all dirt and stains. Not all dirt can be removed and not all stains can be 100% cleaned, although we always try our best and complete our services to a satisfactory standard;
• We must be provided with free parking. Please ensure that free parking is available at the property and/or provide us with a parking permit.  If we attend and there is no free parking we will charge you all parking expenses incurred.
• Due to the machinery that we use, we need to park no further than 100m from the property. If we cannot park near the property and are unable to provide the services then Clause 10 will apply.

 

 

Carpet cleaning services

• We cannot move heavy furniture (including beds unless they are on castors);
• Unless we have agreed otherwise, the room should be as clear as possible upon our arrival as we will only clean around heavy items;
• Carpets should be thoroughly vacuumed before our arrival (an additional charge may be made if we have to vacuum the carpets before commencing our services);

 

Upholstery/beds/curtain cleaning

• All covers, bedding, cushions etc. should be removed before our arrival;
• You must inform us if any item to be cleaned is hand-made as these may require different chemicals and processes. If you do not inform us of this then we cannot be held responsible to damage causes to specialist or hand-made materials.
• Please note that the items will need time to dry after the cleaning has been completed

 

General cleaning services

We cannot move heavy furniture (see under Carpet cleaning services).

 

Building services/repairs

If you require these services then please feel free to contact us and we will discuss your requirements with you.  Separate terms and conditions apply to these services.

 

Jet Wash cleaning

If you require these services then please feel free to contact us and we will discuss your requirements with you.

 

4.2 The price we offer for our services is based on the room sizes and information that you provide to us, and you are responsible for making sure that any information provided by you is correct.

 

5. YOUR RIGHTS TO MAKE CHANGES

 

5.1 If you wish to make a change to the service you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

 

5.2 If you wish to change the date that the services are to be completed, then you can do this by contacting us and giving us at least 48 hours’ notice and we will provide a new work commencement date.  If you cancel the appointment with less than 48 hours’ notice (but do agree a new date) then we will charge you £50.00 to cover our administration costs.

 

6. OUR RIGHTS TO CHANGE PRODUCTS AND EQUIPMENTS

 

We reserve the right to change any of the products we use during our services without notification to you unless you have requested us to use a specific product which we have agreed to, in which case we will contact you prior to making the change.

 

7. PROVIDING THE SERVICES

 

7.1 We will begin the services on the date that we agree with you.

 

7.2 If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

 

7.3 If you do not allow us access to your property to perform the services as arranged or we cannot perform our services because of something that we have asked you to do but have not (see Clause 4) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and Clause 10.2 will apply.

 

7.4 We may need certain information from you so that we can supply the services to you, for example, size of rooms, carpet and curtain material, general property access (steps etc.), number and type of pets. If so, this will have been stated in the description of the services on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and Clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

 

7.5 We may suspend or stop the supply of the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 14.4) and you still do not make payment within 3 days of us reminding you that payment is due, we may suspend or stop the supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending or stopping the supply of the services.  As well as suspending or stopping the services we can also charge you interest on your overdue payments (see Clause 14.6). 

 

8. YOUR RIGHTS TO END THE CONTRACT

 

8.1 Your rights when you end the contract will depend on how we are performing, when you decide to end the contract and whether you are a consumer or business customer:

 

(a)  If what you have bought is misdescribed you may have a legal right to end the contract (or asked for us to repeat our service or put things right.  See Clause 12 if you are a consumer and Clause 13 if you are a business;

 

(b)  If you want to end the contract because of something we have done or have told you we are going to do, see Clause 8.2;

 

(c)  If you are a consumer and have just changed your mind about the service see Clause 8.3. You may be able to get a refund if you are within the cooling-off period, unless you have asked us to start our services within the cooling off period; (see Clause 8.4)

 

(d)  In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see Clause 8.7.

 

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:

 

(a)  we have told you about an upcoming change to the service or these terms which you do not agree to (see Clause 6);

 

(b)  we have told you about an error in the price or description of the service you have ordered and you do not wish to proceed;

 

(c)  there is a risk that supply of the services may be significantly delayed because of events outside our control;

 

(d)  you have a legal right to end the contract because of something we have done wrong.

 

8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

 

8.4 Your right as a consumer to change your mind does not apply in respect of our services, once these have been completed, even if the cancellation period is still running;

 

8.5 How long do consumers have to change their minds? If you are a consumer you have 14 days after the day we accept your order to change your mind. After this time, if you wish to change an appointment but continue with our services, please see Clause 5.2.  However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

 

8.6 If you are a business, you have no right to change your mind once we have contacted you to confirm that we have accepted your order.

 

8.7 Even if we are not at fault and you are not a consumer who has a right to change their mind (see Clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it commences or is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.  

 

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU ARE A CONSUMER WHO HAS CHANGED THEIR MIND)

 

9.1 To end the contract with us, please let us know by doing one of the following:

 

(a)  Phone or email. Call customer services on 02037595067 or email us info@aquahomeservice.co.uk or write to us at 86-90 Paul Street, London, EC2A 4NE.  Please provide your name, home address, details of the order and, where available, your phone number and email address.

 

(b)  Complete the [form INSERT LINK TO ONLINE FORM] on our website.

 

(c)  By post. Print off the form at the end of these terms and post it to us at the address on the form. Or simply write to us at that address, including details of your order and your name and address.

 

9.2 How we will refund you. If you are entitled to a refund under these terms we will refund you by the method you used for payment. However, we may make deductions from the price, as described below.

 

9.3 When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind we may deduct from any refund (or charge you where we have not been paid in advance) an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

 

9.4 We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.  If you are a business we will make any refund within a reasonable period of time.

 

10. OUR RIGHTS TO END THE CONTRACT

 

10.1 We may end the contract for a service at any time by writing to you if:

 

(a)  you do not make any payment to us when it is due and you still do not make payment within 3 days of us reminding you that payment is due;

 

(b)  you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services;

 

(d)  you do not, within a reasonable time, allow us access to your premises to supply the services.

 

10.2 If we end the contract in the situations set out in Clause 10.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

 

10.3 We may withdraw the services. We may write to you to let you know that we are going to stop providing the services. We will let you know at least 48 hours in advance of our stopping the supply of the services and will refund any sums you have paid in advance for services which will not be provided.

 

11. IF THERE IS A PROBLEM WITH THE SERVICE

 

11.1 If you have any questions or complaints about the services, please contact us. You can telephone our customer service team at 02037595067 or write to us or email us info@aquahomeservice.co.uk

 

11.2 We would expect that any issues that may arise with our services will be apparent within 72 hours of completion and therefore you must contact us within that period.  We will then arrange an inspection and, where we agree that the services are not of a satisfactory quality, we will arrange for the services to be repeated.  We will not be liable for any costs incurred if you instruct a third-party cleaning contractor where we have not been given the relevant notice of a complaint or the right to inspect and repeat our service.

 

12. YOUR RIGHTS IN RESPECT OF DEFECTIVE SERVICES IF YOU ARE A CONSUMER

 

12.1 If you are a consumer we are under a legal duty to supply our services in conformity with this contract.  This means that our services must be carried out with reasonable care and skill, and within a reasonable period of time.  If it is not, you can use us to repair or fix a service.  Please also see Clause 11.2  

 

12.2 Nothing in these terms will affect your legal rights.

 

13. YOUR RIGHTS IN RESPECT OF DEFECTIVE SERVICES IF YOU ARE A BUSINESS

 

If you are a business customer we warrant that we shall supply our services with reasonable care and skill and within a reasonable period of time.  If we do not, you agree that we will be given every opportunity to repair or fix the service.

 

14. PRICE AND PAYMENT

 

14.1 The price of our services will be the price given over the phone, or sent by email. We use our best efforts to ensure that the price of the services advised to you is correct. However please see Clause 14.2 for what happens if we discover an error in the price of the services you order.

 

14.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we offer may be incorrectly priced. We will normally check prices before accepting your order so that, where the service’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.

 

14.3 When you must pay and how you must pay. We accept payment by bank transfer, card payments and cash. Payments must be made as follows:

 

1. Payment for:
   End of tenancy cleaning;
   After building cleaning;
   Deep cleaning
   Must be made at least 48 hours prior to the works commencing.  If payment is not made we will cancel the appointment and Clause 10 will apply.
2. Payment for all other services must be made upon completion of the service and must be made cash, debit/credit card.
   

4.4 If we have agreed different payment terms with you in regard to our services, we will put these in writing to you.

 

14.5 Our right of set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

 

14.6 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of Lloyds Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

 

14.7 If any payment is not made as set out in this contract, or as agreed by us, and is not paid within 7 working days of our requesting payment, we will request a third-party collection company to collect payment on our behalf and reserve the right to claim from you all costs incurred as a result.

 

15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A CONSUMER

 

15.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

 

15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services we supply.

 

15.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

 

15.4 We are not liable for business losses. If you are a consumer we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in Clause 16.

 

16. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A BUSINESS

 

16.1 Nothing in these terms shall limit or exclude our liability for:

 

(a)  death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

 

(b)  fraud or fraudulent misrepresentation; or

 

(c)  breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982.

 

16.2 Except to the extent expressly stated in Clause 13 all terms implied by sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

 

16.3 Subject to Clause 16.1:

 

(a)  we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

 

(b)  our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 10% of the total sums paid by you for each service provided under such contract.

 

17. HOW WE MAY USE YOUR PERSONAL INFORMATION

17.1 How we will use your personal information. We will use the personal information you provide to us:

 

(a)  to supply the services to you;

 

(b)  to process your payment for the services; and

 

(c)  to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

 

(d) For businesses, we leave the right to use clients ‘Business name’ for our marketing purposes

 

17.2 We will only give your personal information to third parties where the law either requires or allows us to do so, or where a third party is to assist us in providing the services.

 

18. OTHER IMPORTANT TERMS

 

18.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.  If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for services not provided.

 

18.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

 

18.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms [, except as explained in Clause 18.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms].

 

18.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

 

18.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

 

18.6 These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.

 

18.7 Alternative dispute resolution if you are a consumer. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are a consumer and are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider. We are not currently members of any ADR.   In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.

 

19. USE OF OUR STAFF, AGENTS OR CONTRACTORS

 

If, after using our services, you make direct or indirect contact and employ or use the services of any employee, contractor, sub-contractor or agent that completed the services for you then you agree that you will pay to us a referable fee of £1200.00.

 

CANCELLATION FORM FOR CONSUMER CUSTOMERS

(Complete and return this form only if you wish to withdraw from the contract)

 

 

 

To        Aqua Carpet Cleaning Limited

86-90 Paul Street

London EC2A 4NE. 

 

Email:  info@aquahomeservice.co.uk

 

I/We [*]

 

hereby give notice that I/We [*]

 

cancel my/our [*] for the supply of the following service [*],

 

 

Ordered on:

 

Name of consumer(s):

 

 

 

Address of consumer(s):