Carpet Cleaners W8 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W8 provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By placing a booking or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given to them below.
Client means the individual or organisation who requests and pays for the services.
Company means Carpet Cleaners W8, the provider of the services.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning services supplied by the Company to the Client, including any additional or ancillary services agreed between the parties.
Property means the premises at which the services are to be carried out.
Agreement means the contract between the Company and the Client comprising these Terms and Conditions and any confirmed booking details.
2. Scope of Services
The Company will provide the services requested and confirmed at the time of booking, which may include carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related tasks. The exact scope of work will be based on the information supplied by the Client during the booking process and any subsequent written confirmation issued by the Company.
The Company reserves the right to reasonably adjust the method, products and equipment used in order to deliver the most appropriate and safe cleaning service for the surfaces and materials present at the Property.
The Company does not undertake any building, repair or maintenance work. The Company will not move heavy, fragile or high-value items, nor disconnect or reconnect electrical or plumbing fixtures.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted communication channels. When making a booking, the Client must provide accurate and complete information about the Property, access arrangements, parking availability, size and condition of the areas to be cleaned, and any particular concerns such as stains, pet odours, or previous cleaning treatments.
All bookings are subject to availability and are not confirmed until the Company has acknowledged the booking and provided a date, time window, and an estimated price or quotation. The Company may refuse or cancel a booking where it believes the job cannot be carried out safely, where there is a history of non-payment, or where the information provided is incomplete or misleading.
Any quoted time for arrival is an estimate only. While the Company will make reasonable efforts to arrive within the agreed time window, factors such as traffic, weather conditions and previous jobs may result in delays. The Client agrees to allow a reasonable degree of flexibility in start times on the scheduled day of service.
4. Estimates and Pricing
Prices are generally provided on the basis of the information supplied by the Client prior to the booking, including number and size of rooms, type of flooring, and level of soiling. Any quotation is an estimate only and may be subject to change if, upon arrival, the Property or items to be cleaned differ substantially from the description provided.
The Company will inform the Client as soon as reasonably possible if the price needs to be revised due to additional work required, increased area, heavy soiling, presence of stains requiring specialist treatment, or any other factor reasonably affecting the cost. Where possible, the Company will seek the Client’s approval before proceeding with any additional chargeable work.
All prices are quoted in pounds sterling and, unless otherwise stated, are inclusive of any applicable taxes. The Company reserves the right to adjust its prices and promotional offers at any time. Changes will not affect confirmed bookings that have been accepted by the Company, except where the booking details are altered by the Client.
5. Access, Parking and Client Obligations
The Client is responsible for providing safe and reasonable access to the Property at the agreed time. The Client must ensure that someone is present to grant access or provide any necessary keys or entry codes. Where access cannot be obtained, a call-out or cancellation charge may apply.
The Client must ensure that the Property has adequate lighting, running water, and electricity, and that areas to be cleaned are reasonably clear of personal belongings, smaller items of furniture, and breakables. The Company is not responsible for moving heavy furniture such as large wardrobes, pianos, aquariums, or appliances.
The Client is responsible for arranging suitable parking for the Company’s vehicle as close to the Property as reasonably possible. Any parking fees or permits required for the duration of the service must be covered by the Client. Additional charges may apply where parking is not available within a reasonable distance and this materially affects the work.
6. Health, Safety and Property Condition
The Client must inform the Company in advance of any health and safety risks at the Property, including but not limited to damaged flooring, loose carpets, exposed wiring, infestations, or hazardous substances. The Company reserves the right to withdraw its operatives and cancel or suspend the service where conditions are unsafe or unsanitary.
The Company will not be liable for pre-existing damage, wear, discolouration, or defects in carpets, rugs, upholstery or other items, whether visible or hidden. Certain stains, odours, and marks may be permanent and cannot be removed despite the use of appropriate professional methods and products. The Company does not guarantee complete stain or odour removal.
Cleaning processes may reveal wear, colour loss, shading, water marks or other pre-existing issues that were not apparent before cleaning. The Client acknowledges that this is a normal risk associated with cleaning older or heavily used items and does not constitute damage caused by the Company.
7. Payments and Charges
Unless otherwise agreed in writing, payment is due immediately upon completion of the service on the day of attendance. The Company accepts payment by the methods specified at the time of booking. For certain bookings, including larger commercial jobs or repeat contracts, the Company may issue an invoice payable within a stated period.
The Company may require a deposit to secure a booking, particularly for larger or specialist jobs. Any deposit will be set off against the final price due. Where the Client fails to pay in full on the due date, the Company reserves the right to charge interest and reasonable administrative fees relating to the collection of overdue sums.
If any payment is dishonoured or reversed by the Client’s bank or payment provider, the Client remains liable for the full outstanding amount and any charges incurred as a result of the failed transaction.
8. Cancellations, Rescheduling and Missed Appointments
The Client may cancel or reschedule a booking by providing reasonable notice to the Company. The minimum notice period for standard residential bookings is 24 hours before the scheduled start time. For larger or commercial jobs, a longer notice period may apply, as notified at the time of booking.
Where the Client provides less than the required notice, the Company may charge a cancellation fee up to a reasonable proportion of the agreed price to cover administrative costs, lost time and slot allocation. If the Company’s operatives attend the Property and are unable to gain access, or are turned away without good reason, this will be treated as a late cancellation and the full or partial fee may be payable.
The Company reserves the right to cancel or reschedule a booking at any time where necessary due to circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, extreme weather, or access issues. In such cases, the Company will offer an alternative appointment time as soon as reasonably practicable.
9. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the service, the Client must notify the Company as soon as possible, and in any event within 48 hours of completion of the work. The Client should provide clear details of the issue and, where possible, evidence such as photographs.
The Company will investigate all properly raised complaints and, where a fault is found, will seek to rectify the issue, which may include a re-clean of the affected areas or another reasonable solution. Any re-clean or remedial work will be carried out at the discretion of the Company and only where the items in question have not been used or further treated since the original visit.
Failure to report issues within the specified period may limit the Company’s ability to investigate and address the matter and may result in the complaint being rejected.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the services. However, the Company’s liability to the Client is limited as follows.
The Company will not be liable for any indirect, consequential or purely economic loss, including but not limited to loss of profit, loss of use, or loss of opportunity. The Company will not be responsible for any loss or damage arising from inaccurate information provided by the Client, failure to follow the Company’s instructions or advice, or failure to safeguard items before or after the service.
In the event that the Company is found liable for damage to the Client’s property caused directly by the negligence of its operatives, the Company may at its option repair the damage, replace the item, or pay the reasonable cost of repair or replacement, taking into account age, condition and fair wear and tear.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
11. Waste Handling and Environmental Regulations
The Company will comply with applicable waste management and environmental regulations relating to the provision of cleaning services. Any waste generated as part of the service, such as used cleaning solutions, disposable materials and packaging, will be handled and disposed of in accordance with relevant legal requirements.
The Client is responsible for the removal and disposal of any general household or commercial waste, furniture, or large items from the areas to be cleaned, unless specifically agreed as part of the service. The Company does not operate as a licensed waste carrier and will not remove or transport large volumes of waste from the Property.
The Company aims to use cleaning products and methods that are effective and, where reasonably practicable, considerate of environmental impact. Certain specialist treatments may require stronger chemicals in order to address severe soiling, stains or odours. The Client should inform the Company in advance of any allergies, sensitivities, or environmental concerns so that appropriate products can be selected where possible.
12. Insurance
The Company maintains insurance cover appropriate for the nature of its business. Details of the Company’s insurance can be made available to the Client upon reasonable request. Insurance cover is subject to the terms, conditions and exclusions of the relevant policy or policies, and may not apply in circumstances where the Client fails to comply with these Terms and Conditions.
13. Force Majeure
The Company shall not be in breach of the Agreement 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, without limitation, severe weather, flooding, fire, accidents, transport disruptions, strikes, public health restrictions, or other events of a similar nature.
In such circumstances the Company may suspend the services for the duration of the event, or cancel the affected booking, and will notify the Client as soon as reasonably practicable.
14. Privacy and Confidentiality
The Company will handle any personal data of the Client in accordance with applicable data protection laws. The Company will use the information provided by the Client solely for the purposes of managing bookings, delivering the services, processing payments and contacting the Client when necessary in connection with the services.
The Company will take reasonable steps to protect the confidentiality of information relating to the Client and the Property, and will not disclose such information to third parties except where required for the delivery of the services, for lawful business purposes, or where required by law or regulatory authorities.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or the scope of its services. The latest version will apply to new bookings from the date on which it is published or notified. Any material changes will not affect services that have already been completed, but may apply to future visits under ongoing arrangements.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
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.
17. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by the Company in relation to a particular booking, constitute the entire agreement between the Company and the Client regarding the provision of the services. They supersede any prior agreements, understandings or representations, whether oral or written, relating to the subject matter.
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be regarded as deleted, and the remaining provisions shall continue in full force and effect.
By booking services with Carpet Cleaners W8, the Client acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.
