Carpet Cleaners W1G Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaners W1G provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By placing a booking or allowing work to proceed, you agree to be bound by these Terms and Conditions.
These Terms and Conditions form a legally binding agreement between you as the customer and Carpet Cleaners W1G as the service provider. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company refers to Carpet Cleaners W1G, the provider of cleaning services.
Customer refers to the individual, business, or organisation that orders or receives the services.
Services refers to carpet cleaning and any additional cleaning or related services that the Company agrees to provide.
Premises refers to the property or location where the Services are to be performed.
Agreement refers to these Terms and Conditions together with any written quotation, booking confirmation, or invoice that refers to these Terms and Conditions.
2. Service Description
The Company provides professional carpet cleaning services and may also offer related services such as rug cleaning, upholstery cleaning, stain treatment, and other floor care services, as agreed with the Customer at the time of booking.
The exact scope of the Services, including areas to be cleaned, methods used, estimated duration, and any special requirements, will be confirmed at or prior to booking insofar as reasonably possible. Any verbal description of the Services is for guidance only and does not create a warranty that any specific result will be achieved.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels, including telephone or online request forms, where available. The Company reserves the right to refuse any booking at its discretion.
3.2 A booking will only be considered confirmed once the Company has issued a booking confirmation. The booking confirmation may be provided verbally, in writing, or electronically and will set out the agreed date, time window, and outline of the Services to be provided.
3.3 The Customer is responsible for ensuring that all information provided to the Company at the time of booking is accurate and complete, including access details for the Premises, parking arrangements, and any relevant information about the condition of the carpets and other surfaces.
3.4 The Company may require a deposit or pre-authorisation to secure a booking. Any such requirement will be communicated at the time of booking. Failure to pay a required deposit or provide pre-authorisation may result in cancellation of the booking.
3.5 The Customer must ensure that a responsible person is present at the Premises at the start and end of the appointment to grant access, discuss specific requirements if necessary, and inspect the completed work where applicable.
4. Access and Parking
4.1 The Customer must arrange timely access to the Premises for the Company’s operatives at the agreed time. If access is delayed or prevented due to circumstances within the Customer’s control, the Company may charge a waiting fee or treat the booking as cancelled, applying the relevant cancellation charges.
4.2 The Customer is responsible for arranging suitable parking for the Company’s vehicle and for covering any associated parking charges or permits, unless otherwise agreed in writing. Failure to provide adequate parking may limit the ability of the Company to transport equipment or may result in additional charges.
5. Customer Obligations
5.1 The Customer must ensure that the Premises are safe and suitable for the Services to be performed. This includes, where reasonably possible, removing small furniture and personal items from the areas to be cleaned, securing valuables, and notifying the Company of any known risks, hazards, or fragile items.
5.2 The Customer must inform the Company of any prior damage, wear, or defects to carpets, rugs, upholstery, or other surfaces, including but not limited to loose seams, shrinkage risks, colour instability, or previous cleaning treatments that may affect the outcome.
5.3 Children, pets, and other occupants must be kept away from the work areas during and immediately after cleaning, as floors and fabrics may be wet, slippery, or otherwise unsafe until fully dry.
6. Pricing and Quotations
6.1 Prices for the Services are provided either as a fixed quote or on a time and materials basis. All prices will be stated in pounds sterling and, where applicable, inclusive or exclusive of VAT as clearly indicated.
6.2 Any quotation provided by the Company is based on the information supplied by the Customer and on standard conditions. If, upon arrival, the actual condition, size, or nature of the work differs materially from what was described, the Company reserves the right to adjust the price accordingly or decline to carry out some or all of the work.
6.3 Unless otherwise stated, quotations do not include moving large, heavy, or fragile items of furniture, special stain removal treatments, repair work, or services outside normal working hours. Such items may be chargeable extras if agreed with the Customer.
7. Payments and Invoicing
7.1 Payment is due in full upon completion of the Services, unless alternative payment terms have been agreed in writing prior to the work being carried out.
7.2 Accepted payment methods will be specified by the Company and may include cash, bank transfer, or card payment. The Company is under no obligation to accept any particular payment method and may change accepted methods from time to time.
7.3 For commercial Customers or account Customers, the Company may agree to issue an invoice with specified payment terms. Unless stated otherwise on the invoice, payment shall be due within 14 days of the invoice date.
7.4 The Company reserves the right to charge interest on overdue sums at the statutory rate applicable under the Late Payment of Commercial Debts legislation or any successor legislation. The Company may also recover any reasonable costs incurred in pursuing late or unpaid amounts.
7.5 The Customer must raise any queries in relation to an invoice within seven days of the invoice date. Failure to do so will be deemed acceptance of the invoice amount.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or request to reschedule a booking by contacting the Company through the same or another accepted communication method used for booking.
8.2 If the Customer cancels or reschedules more than 48 hours before the agreed appointment time, no cancellation fee will normally apply, unless a specific non-refundable deposit has been agreed.
8.3 If the Customer cancels or reschedules within 24 to 48 hours of the appointment time, the Company may charge up to 50 percent of the quoted service price to cover administrative and scheduling costs.
8.4 If the Customer cancels on the day of the appointment, refuses access, or is not present to allow work to proceed, the Company may charge up to 100 percent of the quoted service price.
8.5 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, illness, equipment failure, or safety concerns at the Premises. In such cases, any deposits paid for the affected booking will be applied to a rescheduled appointment or refunded where rescheduling is not reasonably possible.
9. Service Standards and Limitations
9.1 The Company will provide the Services with reasonable care and skill and in accordance with generally accepted industry standards for the type of work being undertaken.
9.2 While the Company will take reasonable steps to treat stains and odours, it does not guarantee the complete removal of all marks, contamination, or discolouration. Some stains may be permanent and some materials may have pre-existing wear or damage that cannot be fully remedied.
9.3 Drying times for carpets, rugs, and upholstery will vary depending on ventilation, temperature, and material type. Any estimates provided are for guidance only.
9.4 The Customer acknowledges that certain fabrics, dyes, and backing materials may react unpredictably to cleaning processes, especially where previous treatments, spillages, or damage have occurred. The Company will not be liable for any damage arising from such inherent defects or pre-existing conditions that could not reasonably be identified in advance.
10. Complaints and Rectification
10.1 If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work.
10.2 The Company may request the opportunity to inspect the work and, where appropriate, to rectify any issues by re-cleaning the affected area or taking other reasonable remedial action.
10.3 The Company will not be responsible for any loss or complaint arising where the Customer has not followed reasonable aftercare advice, allowed premature use of wet areas, or arranged for third parties to conduct further work on the same items before the Company has had the opportunity to inspect and rectify.
11. Liability and Insurance
11.1 The Company maintains public liability insurance and, where relevant, employer’s liability insurance to cover its operations in the United Kingdom.
11.2 The Company’s total liability to the Customer, whether in contract, tort including negligence, or otherwise, arising out of or in connection with the provision of the Services, shall be limited to the lesser of the cost of re-performing the Services or the amount paid by the Customer for the specific Services giving rise to the claim.
11.3 The Company will not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity suffered by the Customer.
11.4 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by the Company’s negligence, for fraud or fraudulent misrepresentation, or for any other matter which cannot be excluded or limited under applicable law.
11.5 The Customer is responsible for securing valuables, fragile items, and personal possessions before the Services commence. The Company will not be liable for loss of or damage to items that the Customer has failed to remove or secure where such loss or damage could reasonably have been avoided.
12. Waste Handling and Environmental Compliance
12.1 The Company will handle and dispose of waste arising directly from its Services in compliance with applicable UK waste and environmental regulations.
12.2 Any waste that falls outside normal cleaning activities, such as hazardous or special waste, contaminated materials, or large volumes of rubbish, is the responsibility of the Customer unless otherwise agreed in writing. If the Company agrees to remove such waste, additional charges may apply.
12.3 The Company endeavours to use cleaning products and methods that are effective and appropriate for the specific surfaces and conditions. Where environmentally considerate options are available and suitable, the Company may offer such options on request, subject to practicality and cost.
13. Health and Safety
13.1 The Company will take reasonable steps to ensure the health and safety of its operatives and the occupants of the Premises during the provision of the Services.
13.2 The Customer must immediately inform the Company of any health and safety hazards at the Premises, including but not limited to exposed wiring, structural damage, or the presence of hazardous substances.
13.3 The Company reserves the right to withdraw its operatives and suspend Services if it reasonably believes that continuing work would pose a risk to health or safety. In such circumstances, the Company will discuss alternative arrangements with the Customer.
14. Data Protection and Privacy
14.1 The Company will handle personal data provided by the Customer in accordance with applicable UK data protection laws.
14.2 The Company will only use the Customer’s personal data for purposes connected with the provision of Services, processing payments, managing bookings, and complying with legal obligations, unless the Customer provides explicit consent for other uses where required by law.
15. Force Majeure
15.1 The Company shall not be in breach of this Agreement or liable for any delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include extreme weather, acts of government, public health restrictions, transport disruptions, or other events of a similar nature.
15.2 In such cases, the Company will contact the Customer as soon as reasonably practicable to agree alternative arrangements, including rescheduling where possible.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation whether contractual or non-contractual shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that 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 or formation.
17. Changes to Terms and Conditions
17.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect from the date on which they are published or otherwise communicated to the Customer.
17.2 The version of the Terms and Conditions in force at the time of the Customer’s booking will govern that particular booking, unless a change is required by law or regulation, in which case the updated terms may apply.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be deemed deleted but shall not affect the validity and enforceability of the remaining provisions.
18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
18.3 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract some or all of its rights and obligations, provided that this does not reduce the level of service provided to the Customer.
18.4 These Terms and Conditions, together with any written quote, booking confirmation, or invoice referring to them, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understanding, representation, or agreement, whether oral or written.
