Carpet Cleaning W1W Terms and Conditions of Service
These Terms and Conditions set out the basis on which Carpet Cleaning W1W provides carpet, rug, upholstery and related cleaning services to residential and commercial customers within our service areas. By booking a service, accepting a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Customer means the person, business, or organisation requesting or receiving the services from Carpet Cleaning W1W.
Company means Carpet Cleaning W1W, the provider of the services.
Services means any carpet, rug, upholstery, mattress, curtain or related cleaning, stain treatment, deodorising, or ancillary service supplied by the Company.
Premises means the property, site, or location where the Services are to be performed.
Operative means any employee, contractor, or representative of the Company carrying out the Services.
Agreement means the contractual relationship between the Customer and the Company incorporating these Terms and Conditions and any written quotation or booking confirmation.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its designated service areas, including but not limited to residential flats, houses, offices, and commercial premises. The exact scope of the Services to be provided will be as described in the quotation and booking confirmation issued to the Customer.
Unless specifically stated in writing, the Services do not include repair of carpets or flooring, removal of permanent stains, restoration following fire, flood or similar damage, or any building, electrical, plumbing, or other trade work.
3. Booking Process
3.1 Bookings may be made by the Customer via the Companys accepted communication channels as advertised from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information regarding the Premises, the type and condition of carpets and fabrics to be cleaned, parking availability, access arrangements, and any known issues such as severe staining, pet damage, water damage, or infestation.
3.3 Any quotation provided prior to an on-site inspection is based on the information supplied by the Customer and may be revised if that information is found to be inaccurate or incomplete.
3.4 A booking is only confirmed when the Customer has accepted the quotation and received a booking confirmation from the Company. The Company reserves the right to decline a booking at its discretion.
3.5 The Customer must ensure that an authorised adult is present at the Premises at the start and end of the appointment to provide access, discuss any specific requirements, and inspect the work on completion.
4. Pricing and Quotations
4.1 Prices are generally quoted per room, per item, per square metre, or on a fixed-fee basis, depending on the nature of the job.
4.2 All prices will be stated in pounds sterling and will include or exclude applicable taxes as expressly indicated by the Company at the time of quotation.
4.3 Quotations are given in good faith based on the information provided and on the assumption of normal soiling and accessibility. The Company reserves the right to adjust the price if the condition of the carpets or furnishings is significantly worse than described, the area is larger than stated, or access and parking are more difficult than reasonably anticipated.
4.4 Any additional charges, such as for parking fees, congestion charges, or the removal of excessive furniture, will be notified to the Customer where reasonably possible and will be added to the final invoice.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services.
5.2 The Company accepts the payment methods that it specifies from time to time. Cash payments, where accepted, must be made directly to the Operative upon completion and before they leave the Premises. Electronic or card payments must be authorised and cleared in accordance with the payment provider requirements.
5.3 For commercial Customers or larger projects, the Company may require a deposit or full advance payment as a condition of confirming the booking. Any such requirement will be communicated at the time of quotation and booking.
5.4 If payment is not made when due, the Company reserves the right to charge interest on the outstanding amount at the statutory rate, together with any reasonable administrative and legal costs incurred in recovering the debt.
5.5 Title to any consumables or products supplied as part of the Services will not pass to the Customer until full payment has been received.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or request to reschedule a booking by notifying the Company during normal business hours.
6.2 If the Customer cancels or reschedules with at least 48 hours notice prior to the scheduled appointment time, no cancellation fee will normally be charged.
6.3 If the Customer cancels or reschedules with less than 48 hours notice, the Company reserves the right to charge a cancellation fee of up to 50 percent of the quoted price, to cover allocated time and administrative costs.
6.4 If the Customer fails to provide access to the Premises at the agreed time, or the Operative is unable to proceed due to circumstances within the Customers control, this may be treated as a late cancellation and the full or partial fee may still be payable.
6.5 The Company may cancel or reschedule an appointment due to events beyond its reasonable control, including but not limited to staff illness, transport disruption, equipment failure, or hazardous conditions at the Premises. In such cases, the Company will offer an alternative appointment, and any prepayments for the cancelled visit will be applied to the rescheduled booking or refunded.
7. Customer Obligations
7.1 The Customer is responsible for providing safe and reasonable access to the Premises, including suitable parking where possible, and for ensuring that the Operatives have sufficient space and a safe environment in which to work.
7.2 The Customer should remove all small items, personal belongings, valuables, and fragile objects from the areas to be cleaned prior to the appointment. While Operatives may assist with the movement of light furniture at their discretion, the Company is not responsible for moving heavy, delicate, or valuable items such as pianos, large cabinets, or electronic equipment.
7.3 The Customer must inform the Operative of any known defects, weaknesses, or risks related to the carpets, rugs, upholstery, or flooring, including pre-existing damage, loose fittings, colour instability, or previous cleaning treatments that may affect the outcome or safety of the work.
7.4 The Customer must ensure that electricity and running water are available at the Premises during the appointment. If these basic utilities are not available without prior notification, the Company may treat the job as a late cancellation.
8. Performance of the Services
8.1 The Company will use reasonable skill and care in providing the Services and will follow industry-recognised methods appropriate to the type and condition of the carpets and fabrics being treated.
8.2 While the Company will make reasonable efforts to achieve the best possible cleaning results, it does not guarantee the removal of all stains, odours, or marks, particularly where these are of long standing, have been set by previous treatments, or involve substances that permanently alter fibres or dyes.
8.3 Drying times given by the Company are estimates only and may vary depending on ventilation, humidity, temperature, and the type of carpet or fabric.
8.4 Operatives are instructed not to undertake any action that they consider unsafe, impractical, or likely to cause damage. The Company reserves the right to decline certain treatments where, in its professional judgment, the risk of damage is unacceptable.
9. Liability and Limitations
9.1 The Company carries public liability insurance for the Services it provides. Details of cover can be made available upon reasonable request.
9.2 The Company will not be liable for any pre-existing damage, wear, or defects in carpets, rugs, upholstery, or fixtures and fittings. This includes but is not limited to fraying, threadbare areas, loose seams, colour loss, shrinkage, or pre-existing stains.
9.3 The Companys liability for any proven loss or damage arising from its negligence in the provision of the Services shall, to the fullest extent permitted by law, be limited to the lower of the cost of repairing the damaged item or the current fair replacement value of that item, subject to a maximum aggregate liability per job as specified in the applicable insurance policy.
9.4 The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of revenue, or loss of business, arising from or in connection with the Services.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Companys 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.
10. Complaints and Claims
10.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Operative on site where reasonably possible so that it can be addressed immediately.
10.2 Any formal complaint or claim must be made to the Company as soon as reasonably practicable and in any event within 48 hours of completion of the Services, providing clear details and, where available, supporting evidence such as photographs.
10.3 The Company reserves the right to inspect and, where appropriate, attempt to rectify any alleged defect or issue. The Customer must allow reasonable access for such inspection and rectification.
10.4 Failure to give the Company an opportunity to inspect or remedy any alleged problem may affect the Companys ability to investigate and may limit or negate any potential liability.
11. Waste Handling and Regulations
11.1 The Company will handle and dispose of any waste generated in the course of the Services in accordance with applicable waste management regulations and industry practice.
11.2 Standard household soiling and light debris from carpets and upholstery will normally be collected and disposed of as part of the service. However, the Services do not include the removal or disposal of hazardous waste, clinical waste, sharps, bodily fluids in significant quantities, or materials contaminated by pests or infestations, unless expressly agreed in writing and subject to additional charges.
11.3 The Customer must inform the Company in advance if any area to be cleaned may contain hazardous substances or unusual contamination. The Company reserves the right to decline the job or to impose additional charges to comply with safety and waste regulations.
11.4 Any larger items of waste, broken fixtures, or personal belongings discovered during the cleaning will remain the responsibility and property of the Customer unless otherwise agreed.
12. Health and Safety
12.1 The Company will take reasonable steps to ensure that its Operatives work safely and that any cleaning chemicals or equipment are used in accordance with relevant safety guidance.
12.2 The Customer must keep children, pets, and other occupants away from work areas, cables, hoses, and machinery while the Services are being carried out and until the areas are safe and dry.
12.3 The Customer should follow any aftercare advice provided by the Operative, including guidance on drying times, ventilation, and the safe reintroduction of furniture and foot traffic.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data only to the extent necessary to manage bookings, provide the Services, handle payments, and deal with any queries or complaints.
13.2 Customer information will be handled in accordance with applicable data protection legislation and will not be sold to third parties. It may be shared with service providers such as payment processors or insurers where necessary for the performance of the Agreement.
14. Amendments to these Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that particular Agreement.
14.2 A current copy of these Terms and Conditions will be made available upon request.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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, save that the Company retains the right to bring proceedings against the Customer in any other court of competent jurisdiction where appropriate.
By placing a booking with Carpet Cleaning W1W, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions of Service.
