Carpet Cleaners W4 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W4 provides professional carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.
These terms apply to all service appointments unless otherwise agreed in writing by Carpet Cleaners W4. Please read them carefully before placing a booking.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Company refers to Carpet Cleaners W4.
Customer refers to any individual or organisation that books or receives services from the Company.
Services refers to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of soft furnishings and any other related services offered by the Company from time to time.
Premises refers to the property or location where the Services are to be carried out.
Operative refers to any employee, contractor or representative of the Company assigned to carry out the Services.
Scope of Services
The Company provides professional cleaning services to customers within its operational service areas. The specific Services to be provided, including any special treatments, will be agreed at the time of booking and confirmed in the booking confirmation.
The Company will exercise reasonable skill and care in the performance of the Services and will use appropriate cleaning methods and products for the type of carpet, rug or upholstery, as disclosed by the Customer. However, results will vary depending on the age, condition, material and prior treatment of the items cleaned.
The Company does not guarantee the removal of all stains or odours, particularly where they are permanent, have been treated previously with unsuitable products, or have penetrated backing or underlay. Any time estimates provided for completion of the Services are approximations only and are not guaranteed.
Booking Process
Bookings for Services may be made by the Customer through the Company’s accepted contact methods and are subject to availability. By requesting a booking, the Customer confirms that they are at least 18 years of age and legally capable of entering into a binding contract.
The Company may request details including, but not limited to, the Customer’s name, service address, access information, description and approximate size of the areas or items to be cleaned, preferred dates and times, and any known issues such as heavy soiling or pet contamination. The Customer agrees to provide accurate and complete information to enable the Company to plan and price the Services appropriately.
A booking is deemed confirmed only when the Company has acknowledged the booking request and provided confirmation of the appointment date, time window and indicative price. The Company reserves the right to refuse or cancel any booking at its discretion, including where it considers that the work requested is unsafe or unsuitable.
The Company may request a deposit or pre-authorisation to secure certain bookings, particularly larger jobs, commercial work or appointments at peak times. Any such requirement will be communicated to the Customer at the time of booking.
Access to the Premises
The Customer is responsible for providing the Company and its Operatives with safe and timely access to the Premises at the agreed appointment time. The Customer must ensure that someone with authority to grant access is present throughout the appointment, unless otherwise agreed in advance.
If parking permits, visitor permits, pay and display tickets or access codes are required, the Customer must arrange these in advance and bear any associated costs. If the Operative is unable to park reasonably close to the Premises, the Company may not be able to complete the work in full within the allocated time.
If the Operative is unable to gain access to the Premises or is significantly delayed due to circumstances within the Customer’s control, the Company may apply a call-out fee or treat the booking as a late cancellation in accordance with the cancellation terms set out below.
Customer Obligations
The Customer agrees to prepare the Premises in readiness for the Services. This includes, where reasonably possible, removing small items, breakables and personal belongings from the areas to be cleaned, and ensuring that carpets and soft furnishings are free from clutter and easily accessible.
The Customer must inform the Company of any known hazards or sensitivities at the Premises, such as loose floorboards, faulty electrics, alarms, pets, or occupants with allergies or respiratory issues. The Customer should also notify the Company of any pre-existing damage, stains, wear, shrinkage, colour fading or loose seams in carpets or upholstery prior to the commencement of the work.
The Customer must ensure that there is a supply of electricity and, where required, water available at the Premises on the day of the appointment. Where no power or water is available and this was not agreed in advance, the Company may be unable to perform the Services and may charge a cancellation or call-out fee.
Pricing and Quotations
The Company may provide quotations based on information given by the Customer, including measurements, descriptions and photographs. All prices are given in good faith but are subject to change if the information provided proves inaccurate or if the condition or size of the items differs materially from that described.
Unless otherwise stated, prices are for standard cleaning methods and do not include additional treatments or specialist services. Additional charges may apply for heavily soiled items, pet accident treatments, stain protection, moving large or heavy furniture, working at heights, or for out-of-hours appointments. Any such additional charges will be explained to the Customer as soon as reasonably practicable.
All quotations are valid for a limited period as specified by the Company and may be withdrawn or revised at any time before acceptance.
Payments and Charges
Payment is due on completion of the Services on the day of the appointment, unless the Company has agreed alternative payment terms in writing. The Company accepts the payment methods it notifies to the Customer at the time of booking or on the day of service.
For commercial customers or larger projects, the Company may require partial payment or full prepayment before the commencement of work. Invoices issued by the Company are payable within the period specified on the invoice. Late payment may result in the suspension of further services and the charging of reasonable interest and administrative fees.
The Customer is responsible for paying any parking fees or congestion charges reasonably incurred by the Operatives in attending the Premises, where these have not been pre-arranged by the Customer. If the Customer requests additional work on the day of service that was not included in the original booking, the Company may charge extra and will explain the additional cost before proceeding.
Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company reasonable notice prior to the scheduled appointment time. The minimum notice period required and any applicable charges for late cancellations or rescheduling will be notified to the Customer at the time of booking or in subsequent written communications.
Where the Customer cancels or reschedules without providing the minimum required notice, the Company reserves the right to charge a cancellation fee, which may be a fixed fee or a percentage of the quoted price. If the Operative attends the Premises and is unable to gain access, or if the Customer refuses service on arrival, this may be treated as a late cancellation and charged accordingly.
The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, staff illness, equipment failure or safety concerns at the Premises. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment time. The Company will not be liable for any loss or inconvenience arising from such cancellations or delays.
Service Standards and Limitations
The Company will use appropriate cleaning techniques and products suitable for the type of fabric or carpet, as far as is reasonably identifiable. However, cleaning processes always carry some risk of colour loss, shrinkage, texture change or damage to loose seams and worn fibres, particularly where items are old, poorly fitted, extensively stained or previously damaged.
The Customer accepts that certain stains, odours and marks may be permanent and cannot be fully removed despite the use of reasonable professional methods. The Company will not be held responsible for any failure to achieve complete stain removal or odour elimination.
The Company is not responsible for any pre-existing damage, defects or wear, or for any issues arising where the Customer has failed to provide accurate information about the nature of the fibres, previous cleaning treatments, or existing problems with the carpets or upholstery.
Furniture and Personal Items
The Operatives will, where reasonably practicable and safe, move light furniture items to access the areas to be cleaned. The Company does not undertake to move heavy, fragile or valuable items, including but not limited to wardrobes, large sofas, entertainment systems, pianos, aquariums or antiques. Such items should be moved by the Customer before the appointment if cleaning is required underneath or behind them.
The Customer is responsible for removing personal possessions, breakables, cash, jewellery and other valuables from the areas where Services will be performed. The Company will not be liable for loss of or damage to such items that have not been removed by the Customer.
Drying Times and Aftercare
The Company will advise the Customer on typical drying times and aftercare instructions based on the cleaning method and materials involved. Actual drying times will depend on factors such as ventilation, temperature, humidity, fibre type and level of soiling, and cannot be guaranteed.
The Customer is responsible for ensuring adequate ventilation and following the aftercare guidance provided, including avoiding walking on damp carpets with dirty footwear and preventing pets or children from accessing treated areas until safe to do so. The Company will not be liable for any re-soiling, marking or damage caused by failure to follow aftercare advice.
Waste Handling and Environmental Compliance
The Company will manage and dispose of its own waste materials in accordance with applicable environmental and waste regulations. This includes the responsible disposal of used cleaning solutions, containers and other related waste generated by the performance of the Services.
The Customer is responsible for the disposal of any household or commercial waste that is not generated by the Company’s activities, and for ensuring that the Premises are kept in a condition that allows the Services to be carried out safely and efficiently. If the presence of excessive waste, contamination or hazardous materials prevents or delays the performance of the Services, the Company may terminate or suspend the work and charge a fee to cover its costs.
The Company endeavours to use cleaning products that are effective and compliant with relevant safety standards. Safety data and guidance on products used are available upon request where reasonably practicable.
Liability and Insurance
The Company maintains appropriate insurance cover in respect of its legal liabilities while carrying out the Services. The Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services shall be limited to the value of the Services provided on the relevant appointment, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury resulting from its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
The Company shall not be liable for indirect or consequential losses, including but not limited to loss of profit, loss of opportunity, loss of enjoyment, or any costs associated with re-housing, alternative accommodation, or business interruption, whether arising in contract, tort or otherwise.
The Customer must notify the Company of any alleged damage or issue arising from the Services within a reasonable time and, in any event, no later than 48 hours after completion of the work. The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, rectify any problem before taking further action.
Complaints and Resolution
If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible and within 48 hours of completion of the appointment. The Customer should provide details of the issue, including photographs where helpful, and allow the Company the opportunity to investigate.
Where the Company considers that the complaint is justified, it may, at its discretion, offer to re-clean the affected area or provide an appropriate partial refund. Any re-cleaning will normally be carried out within a reasonable time, subject to availability, and will be limited to the specific areas or items in question.
Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, accidents, pandemics, strikes, transport disruption, or the failure of utilities or communications networks.
Personal Data and Confidentiality
The Company will collect and use certain personal data from the Customer for the purposes of managing bookings, providing the Services, processing payments and maintaining records. The Company will take reasonable steps to keep such information secure and to handle it in accordance with applicable data protection laws.
The Company will not sell or disclose the Customer’s personal information to third parties except where necessary for the provision of the Services, for payment processing, or where required by law or regulation.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
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 the Services provided by the Company.
Amendments to Terms
The Company reserves the right to update, amend or replace these Terms and Conditions from time to time to reflect changes in its operations, legal requirements or best practice. The current version of the Terms and Conditions will apply to any booking made after the date on which the updated terms come into effect.
By continuing to use the Services after any such changes, the Customer is deemed to have accepted the updated Terms and Conditions.
Severability
If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
Entire Agreement
These Terms and Conditions, together with any written confirmation of booking and any specific written agreements between the Company and the Customer, constitute the entire agreement between the parties and supersede all prior discussions, correspondence or understandings relating to the subject matter of the Services.
No oral statement or representation by any employee or agent of the Company shall be deemed to vary these Terms and Conditions unless confirmed in writing by the Company.
