Carpet Cleaners W12 Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners W12 provides professional carpet and related cleaning services to residential and commercial customers within our service area. By booking or using our services, 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 definitions apply:

1.1 Company means Carpet Cleaners W12, the cleaning service provider.

1.2 Client means any individual, business, organisation or other entity that requests or receives services from the Company.

1.3 Services means any carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, end of tenancy cleaning, or other related cleaning services provided by the Company.

1.4 Premises means the property or location where the Services are carried out.

1.5 Booking means a confirmed request by the Client for the Company to perform Services at an agreed time, date and location.

1.6 Technician means any representative, employee, contractor or subcontractor engaged by the Company to perform the Services.

2. Scope of Services

2.1 The Company provides professional cleaning Services within its operating area, including but not limited to carpet and upholstery cleaning, rug cleaning, stain and odour treatment, and associated services suitable for homes, offices and rented properties.

2.2 The exact scope of work for each Booking will be agreed with the Client in advance, based on the information provided by the Client regarding the Premises, items to be cleaned and any specific requirements.

2.3 The Company reserves the right to adjust the scope of Services or price if the information provided by the Client proves to be inaccurate or incomplete, or if the actual condition of the items or Premises differs significantly from what was described.

3. Booking Process

3.1 Bookings may be made by the Client using the Company's accepted communication methods. The Client must provide accurate details of the Premises, the areas or items to be cleaned, access arrangements and any relevant circumstances such as pets, heavy soiling or existing damage.

3.2 A Booking is only confirmed once the Company has accepted the request and provided the Client with confirmation, which may include the agreed date, arrival window, description of Services and the applicable charges or estimate.

3.3 The Company may require a deposit or card details to secure the Booking. Where applicable, the amount and terms of any deposit will be communicated to the Client at the time of booking.

3.4 The Client is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed time, and that parking and entry are available for the Technician to carry out the Services.

4. Access and Client Obligations

4.1 The Client must provide the Company and its Technicians with safe and reasonable access to the Premises, including suitable parking where necessary for equipment and materials.

4.2 The Client must ensure that the Premises are generally tidy and that personal items, fragile objects and valuables are stored away before the Services begin. The Company is not responsible for moving heavy furniture, appliances or personal belongings unless expressly agreed in advance.

4.3 The Client must inform the Company of any known hazards, risks or sensitive areas at the Premises, such as loose floor coverings, electrical issues, restricted zones or delicate surfaces.

4.4 The Client agrees not to instruct the Technician to perform any Services or tasks that fall outside what has been agreed with the Company or that may be unsafe, unlawful or inappropriate.

5. Pricing and Payment Terms

5.1 Prices are usually quoted based on the information provided by the Client and the type and size of areas or items to be cleaned. The Company may provide an estimate or fixed price. An estimate is not a final price and may be revised if additional work is required or conditions differ from those described.

5.2 All prices are quoted in pounds sterling and may be subject to applicable taxes or charges, which will be stated where relevant.

5.3 Payment is due in accordance with the terms communicated at the time of booking. Unless otherwise agreed, payment is required on completion of the Services, and may be made by accepted payment methods such as card or bank transfer.

5.4 For commercial Clients or ongoing contracts, the Company may issue invoices with specified payment terms. The Client must pay all invoices in full by the due date stated on the invoice.

5.5 The Company reserves the right to charge interest, administration fees or both on late payments, in accordance with applicable UK law.

6. Cancellations, Rescheduling and No-Show

6.1 The Client may cancel or reschedule a Booking by giving reasonable notice in advance of the scheduled start time. The Company will inform the Client of the required notice period at the time of booking, which may vary depending on the nature and size of the job.

6.2 If the Client cancels or reschedules a Booking without providing the required notice, the Company may charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price.

6.3 If the Technician arrives at the Premises at the agreed time and is unable to gain access, or if the Client is not present and has not arranged access, the Booking may be treated as cancelled without notice and a cancellation or call-out fee may be charged.

6.4 The Company will use reasonable efforts to attend all confirmed Bookings on time. However, arrival times are estimates and may be affected by factors outside the Company's control, such as traffic, weather or previous jobs taking longer than expected. In such cases, the Company will endeavour to inform the Client of any delays and agree a revised arrival time.

6.5 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, staff illness, equipment failure or other valid reasons. In such cases, any deposit paid by the Client for that Booking may be refunded or applied to a rescheduled appointment, at the Client's choice.

7. Service Standards and Limitations

7.1 The Company aims to perform the Services with reasonable care and skill, using appropriate cleaning methods, equipment and solutions suitable for the work and the type of surfaces and materials being treated.

7.2 While the Company will use its professional judgement and experience to treat stains, odours and soiling, it does not guarantee that all stains, marks or damage can be fully removed. The outcome can depend on the age, type and previous treatment of the stain, as well as the condition of the item.

7.3 The Client acknowledges that some materials may react unpredictably to cleaning, and that pre-existing wear, fading, pile distortion, shrinkage, rust, colour loss or damage may become more visible after cleaning. The Company will not be liable for such issues where reasonable care and standard industry practices have been followed.

7.4 The Client is responsible for informing the Company and Technician about any known issues with the items to be cleaned, such as loose seams, unstable dyes, prior water damage or manufacturer's cleaning restrictions.

8. Damage, Liability and Insurance

8.1 The Company maintains appropriate insurance cover for its business activities. Details of insurance can be provided upon request.

8.2 The Company will take reasonable care when delivering the Services, but shall not be liable for any damage caused by faulty construction of the Premises, weak or defective materials, pre-existing damage, or items that are not fit to be cleaned.

8.3 The Client must report any alleged damage or concerns about the Services to the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services. The Client must provide details and, where appropriate, photographic evidence, and allow the Company a reasonable opportunity to inspect and, if appropriate, rectify the issue.

8.4 The Company's total liability to the Client in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the Services provided on the relevant Booking or the amount recoverable under the Company's insurance, whichever is greater, subject to applicable law.

8.5 The Company shall not be liable for loss of profits, loss of business, loss of data, or any indirect or consequential loss or damage arising out of or relating to the Services.

8.6 Nothing in these Terms and Conditions excludes or limits the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under UK law.

9. Client Property and Personal Belongings

9.1 The Client is responsible for securing money, jewellery, important documents and any other valuables before the Services start. The Company does not accept liability for loss of valuables that have not been properly secured.

9.2 The Technician may move light furniture or household items if required to access areas for cleaning, but is not obliged to do so and will not move heavy, fragile or high-value items unless specifically agreed.

9.3 The Client is responsible for ensuring that any animals at the Premises are safely secured and do not interfere with the delivery of the Services.

10. Waste, Environmental and Regulatory Compliance

10.1 The Company is committed to operating in accordance with relevant UK laws and regulations relating to waste management, environmental protection and health and safety.

10.2 Any waste or residue generated from the Services will be managed in line with applicable waste regulations. The Company will not dispose of hazardous or regulated waste unless it has expressly agreed to do so and is authorised and equipped to handle such waste.

10.3 The Client is responsible for informing the Company if any areas to be cleaned may be contaminated with hazardous substances. The Company reserves the right to refuse to carry out work where it reasonably believes that doing so would breach health and safety requirements or waste regulations.

10.4 The Client agrees not to request the Company or its Technicians to dispose of waste in a way that contravenes local or national waste laws or guidance.

11. Complaints and Dispute Resolution

11.1 If the Client is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible so that the matter can be investigated and, where appropriate, remedied.

11.2 In many cases, concerns can be resolved by arranging a revisit or additional treatment of the affected area, where this is reasonable and proportionate.

11.3 If a dispute arises that cannot be resolved informally, the parties may consider using alternative dispute resolution procedures. This does not affect the parties' rights to take legal action where necessary.

12. Force Majeure

12.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, acts of God, strikes, transport disruptions, emergencies, or public health restrictions.

12.2 In such circumstances, the Company will work with the Client to rearrange the Services for a mutually convenient time.

13. Privacy and Data Protection

13.1 The Company may collect and process personal data about the Client in order to manage Bookings, deliver the Services and maintain records for legal, accounting and service purposes.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable measures to keep such data secure.

13.3 The Client's details will not be sold to third parties. Data may be shared with service providers or subcontractors where necessary to deliver the Services, subject to appropriate safeguards.

14. Variations to Terms

14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, regulation or business practices.

14.2 The version of the Terms and Conditions in force at the time of the Client's Booking will normally apply to that Booking, unless a change is required by law or regulation.

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 the Services, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 the Services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary, or removed, so that the remaining provisions continue in full force and effect.

16.2 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.

16.3 These Terms and Conditions, together with any written confirmation of Booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede all previous discussions, correspondence and understandings.

By proceeding with a Booking or using the Services of Carpet Cleaners W12, the Client confirms that they have read, understood and agree to these Terms and Conditions.