Carpet Cleaners W14 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W14 provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing our cleaners access to your property, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Company means Carpet Cleaners W14, the cleaning service provider.
Customer means the individual or business requesting or receiving services from the Company.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy cleaning and any related services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative of the Company carrying out the Services.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning Services within its designated service area, including W14 and surrounding districts, as updated from time to time. Services are subject to availability and to the specific access conditions and requirements at the Premises.
The Company will undertake reasonable efforts to deliver the Services with professional skill and care, in accordance with accepted industry standards. However, the Company does not guarantee that every stain or odour will be completely removed, or that carpets and fabrics will be restored to their original condition, due to differences in materials, age, wear, construction and prior treatment.
3. Booking Process
3.1 Bookings can be requested by the Customer through the Company booking channels as communicated from time to time. A booking is not confirmed until the Company has provided explicit confirmation of the date, time window, and estimated cost, and the Customer has accepted.
3.2 The Customer must provide accurate information about the Premises and the Services required, including but not limited to the number and size of rooms or items, type of flooring or upholstery, access conditions, parking restrictions, and any known issues such as heavy staining, water damage, pets or infestations.
3.3 Quotations are based on the information provided by the Customer. If on arrival the Technician determines that the work is substantially different in scope, size, condition or access from that described at the time of booking, the Company reserves the right to adjust the price, modify the Services, or decline the work. Any revised quote must be accepted by the Customer before work proceeds.
3.4 The Customer is responsible for ensuring safe and adequate access to the Premises at the agreed time, including arranging any concierge clearances, entry codes, keys or permits required.
4. Pricing and Quotations
4.1 Prices are provided as either fixed quotations or estimates, depending on the information available at the time of booking. All prices will be communicated before the Services commence.
4.2 Where a fixed price has been provided based on full and accurate information, that price will not be changed unless additional Services are requested or material differences at the Premises are identified.
4.3 Where an estimate is provided, the final price may vary to reflect the actual work, time and materials required. Any material variation will be brought to the Customer attention for approval before proceeding.
4.4 All prices are stated exclusive of any applicable taxes unless expressly stated otherwise. Any such taxes will be added at the prevailing rate.
5. Payments and Invoicing
5.1 Payment is due in full on completion of the Services on the day of the visit, unless otherwise agreed in writing in advance. For certain bookings the Company may require full or partial payment in advance.
5.2 The Company accepts payment methods as specified by the Company from time to time. The Customer must ensure that sufficient funds and valid payment methods are available.
5.3 Where invoicing is agreed, invoices are payable within the payment terms stated on the invoice. If no terms are stated, payment is due within seven days of the invoice date.
5.4 The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable law. If payment is not received on time, the Company may suspend or cancel any further Services without liability.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or reschedule a booking by giving the Company notice. Unless otherwise agreed, the following terms apply:
a. Cancellations or rescheduling made more than 48 hours before the scheduled start time will not incur a cancellation fee.
b. Cancellations or rescheduling made between 24 and 48 hours before the scheduled start time may incur a reasonable charge to cover costs and lost booking time.
c. Cancellations or rescheduling made less than 24 hours before the scheduled start time, or failure to provide access on arrival, may be charged up to the full price of the booked Services.
6.2 If the Technician is unable to gain access to the Premises, or if access is delayed by more than 30 minutes due to Customer fault, the Company may treat the visit as cancelled by the Customer and apply the relevant fee.
6.3 The Company may cancel or reschedule a booking if it is unable to attend due to circumstances beyond its reasonable control, including but not limited to severe weather, transport disruption, illness, equipment failure or safety concerns. In such cases, the Company will offer an alternative appointment. The Company shall not be liable for any consequential losses arising from such cancellation or rescheduling.
7. Customer Responsibilities
7.1 The Customer must ensure that the Premises are safe, accessible and suitable for the provision of the Services. The Customer must inform the Company of any known hazards, risks or special requirements at or around the Premises.
7.2 The Customer is responsible for moving fragile items, valuables, personal belongings, and small furniture that may obstruct cleaning. Technicians will not move heavy furniture, breakable items, electrical equipment or other objects where this may pose a risk of damage or injury.
7.3 The Customer must ensure that electricity and water are available at the Premises for the duration of the Services. Where on-site parking is not available, the Customer is responsible for covering any parking charges or permits reasonably incurred in order to provide the Services.
7.4 The Customer is requested to keep children, pets and others away from the areas being cleaned and from any equipment, chemicals or hoses used during the work.
8. Cleaning Results and Limitations
8.1 All cleaning products and methods are selected with regard to the material type, condition and manufacturer recommendations where available. However, the Customer acknowledges that:
a. Some stains, marks, odours and wear cannot be removed or improved, even with professional cleaning.
b. Pre-existing damage, discolouration, shrinkage or fading may be revealed or made more visible by cleaning.
c. Certain fibres and backings can react unpredictably to moisture or cleaning products, particularly if previously exposed to inappropriate cleaning agents, wear, sunlight or pet soiling.
8.2 The Company does not guarantee that carpets, rugs or upholstery will be completely dry at the end of the visit. Drying times depend on ventilation, temperature, humidity, material type and level of soiling. The Customer is responsible for ensuring adequate ventilation and care of damp areas after the visit.
8.3 Any recommendations given by the Technician regarding aftercare, drying and stain prevention are for general guidance. The Customer remains responsible for following any manufacturer instructions for their flooring and furnishings.
9. Damage and Liability
9.1 The Company will take reasonable care when providing the Services. If damage is caused to the Customer property as a direct result of Company negligence, the Company will, at its option, repair the damage, arrange for repair by a third party, or compensate the Customer up to the value of the damaged item taking into account age, condition and fair wear and tear.
9.2 The Company shall not be liable for damage arising from:
a. Pre-existing defects, wear, stains, sun damage, water damage, loose seams, weak fibres, shrinkage or unstable dyes.
b. Failure by the Customer to disclose relevant information about the material, prior treatments or known issues.
c. Instructions given by the Customer that differ from manufacturer guidelines or industry recommendations.
d. The Customer failure to protect items or areas not intended for cleaning.
9.3 The Customer must notify the Company of any alleged damage or issues within 48 hours of completion of the Services, providing reasonable details and, where possible, photographs. The Company will investigate and respond within a reasonable time.
9.4 To the fullest extent permitted by law, the Company total aggregate liability arising out of or in connection with the Services shall be limited to the total fees paid by the Customer for the specific visit giving rise to the claim.
9.5 The Company shall not be liable for any loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses suffered by the Customer.
10. Insurance
The Company maintains insurance cover appropriate for the nature of its business. Details of current cover can be made available upon reasonable request. The existence of insurance does not extend or increase the Company liability beyond that set out in these Terms and Conditions.
11. Waste Handling and Environmental Regulations
11.1 The Company adheres to relevant UK regulations concerning the handling, storage and disposal of waste generated in the course of providing cleaning Services.
11.2 General waste, such as used cloths, filters or empty containers generated by the Technician, will be removed from the Premises by the Technician and disposed of in accordance with applicable regulations, unless alternative arrangements are expressly agreed.
11.3 The Company does not normally remove bulk waste, furniture, large quantities of refuse, hazardous substances or items requiring special disposal. Where such items are present, the Technician may refuse to proceed until they have been removed by the Customer or a suitable waste contractor.
11.4 Where the Customer requests the removal of specific waste or contaminated materials beyond the scope of normal cleaning duties, additional charges may apply and any such work will be subject to applicable environmental and waste management regulations.
11.5 The Customer is responsible for ensuring that access routes and areas to be cleaned are not contaminated with hazardous waste, sharps or substances that would require specialist handling or licensing.
12. Complaints and Service Issues
12.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably practicable and in any event within 48 hours of completion.
12.2 Where a complaint is accepted as justified, the Company may, at its discretion, offer to revisit the Premises to re-perform the relevant part of the Services or provide a partial refund. Any such remedies are conditional upon the Customer granting reasonable access for inspection and, if appropriate, remedial work.
12.3 The Company aims to resolve complaints promptly and fairly. The existence of a complaint does not entitle the Customer to withhold payment beyond agreed terms, save where expressly agreed by the Company.
13. Health and Safety
13.1 The Company and its Technicians comply with applicable health and safety laws and guidelines when performing the Services.
13.2 The Customer agrees not to request or instruct the Technician to undertake any activity that may be unsafe, unlawful or outside the Technician competence or equipment capability.
13.3 If, in the Technician reasonable opinion, the Premises or working conditions present an unacceptable risk to health or safety, the Technician may refuse to carry out or continue with the Services. In such cases, the Company will discuss alternative arrangements with the Customer. Where the conditions arise from Customer fault, a call-out charge may apply.
14. Privacy and Data
14.1 The Company collects and processes personal data about Customers for the purpose of providing and managing the Services, handling bookings and payments, and meeting legal obligations.
14.2 The Company will take appropriate measures to safeguard personal data and will not sell or disclose such data to third parties except as required for the performance of the Services, processing of payments, or compliance with legal obligations.
15. Amendments to Terms
15.1 The Company may update these Terms and Conditions from time to time. The latest version will apply to all new bookings and to ongoing arrangements where the Customer has been notified of the changes.
15.2 Continued use of the Services after changes to these Terms and Conditions have been communicated constitutes acceptance of the updated terms.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales.
16.2 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 their subject matter.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.2 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 or any other right or remedy.
17.3 These Terms and Conditions, together with any confirmed booking details and written variations expressly agreed by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or representations.
