Carpet Cleaners TW9 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners TW9 provides carpet, upholstery and related cleaning services to residential and commercial customers within its service area. By booking or using our services, 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 definitions apply:
Client means the individual or business requesting or receiving the services.
Company means Carpet Cleaners TW9 and any authorised staff, operatives or subcontractors engaged to provide the services.
Services means carpet, rug, upholstery and related cleaning and treatment services, along with any additional services agreed in writing between the Company and the Client.
Premises means the property or location where the services are to be provided.
Agreement means the contract between the Client and the Company for the provision of the services, incorporating these Terms and Conditions.
2. Scope of Services
The Company provides carpet, rug and upholstery cleaning and related services within the TW9 area and nearby locations as determined by the Company from time to time. The specific services to be delivered will be detailed at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to decline work that is unsafe, unlawful, or beyond the reasonable capabilities of the equipment or operatives, including where there is a risk to health and safety, structural integrity, or compliance with legislation.
3. Booking Process
Bookings can be requested by the Client through the Company’s accepted communication channels. A booking is not confirmed until the Company has provided explicit confirmation and, where applicable, the Client has paid any required deposit or booking fee.
When requesting a booking, the Client must provide accurate and complete information about the Premises, including but not limited to access details, parking arrangements, size and type of areas or items to be cleaned, and any particular concerns such as severe staining, pet damage, or delicate fabrics.
The Company may request photographs or additional information prior to confirming a booking, in order to provide an estimate and determine the appropriate equipment, time allocation and pricing.
All bookings are subject to availability. The Company will use reasonable endeavours to accommodate preferred dates and times but does not guarantee availability until a booking is confirmed.
4. Estimates and Pricing
Prices are generally provided based on the information supplied by the Client, including room sizes, number of items and condition. Any estimate or quotation is given in good faith but does not constitute a binding offer if the information on which it is based proves to be inaccurate or incomplete.
The Company reserves the right to adjust the price on arrival if the scope of work is significantly different from that originally described. In such cases, the operative will inform the Client of any change to the price before commencing work. If the Client chooses not to proceed based on the revised price, a call-out or cancellation charge may apply.
Unless stated otherwise, all prices are inclusive or exclusive of applicable taxes according to current law. Any additional charges such as congestion charges, parking fees or tolls may be added to the final invoice where applicable and where these have been reasonably incurred in order to provide the services.
5. Access and Client Obligations
The Client must ensure that the Premises are accessible at the agreed time of the appointment. This includes providing accurate address details, instructions for entry, and ensuring that someone is present if required for access or payment.
The Client must ensure that sufficient power, lighting, and, where necessary, hot water are available for the duration of the service. The Client must also ensure that the work area is reasonably clear of personal items, breakables and clutter to allow the operative to carry out the services safely and effectively.
If the operative is unable to gain access to the Premises, or if the conditions at the Premises prevent the work from being carried out safely or lawfully, the Company may treat the visit as a late cancellation and apply the relevant fee.
6. Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the services on the day of the appointment. The Company accepts the payment methods it specifies from time to time. The Client is responsible for ensuring that funds are available at the time payment is due.
For certain bookings, including larger jobs or commercial work, the Company may require a deposit or pre-payment before confirming the booking. The amount and due date of any deposit will be communicated to the Client in advance.
Where the Client is a business and credit terms have been agreed in writing, invoices are payable within the period specified on the invoice. The Company reserves the right to charge interest on overdue amounts at the statutory rate allowable under UK law, as well as reasonable costs of recovery.
The Client may not withhold payment or make any deduction or set-off in respect of any claims or disputes, unless agreed by the Company in writing or determined by a competent authority.
7. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise specified, the following will normally apply:
For cancellations made more than 48 hours before the scheduled appointment time, no cancellation fee will usually be charged, and any deposit may be refundable at the Company’s discretion.
For cancellations or rescheduling requests made within 24 to 48 hours of the appointment time, the Company may charge a partial cancellation fee to cover allocated time and costs.
For cancellations, rescheduling or failure to provide access on the day of the appointment, the Company may charge up to 100 percent of the quoted service price to cover lost time and expenses.
The Company will use reasonable endeavours to accommodate rescheduling requests but does not guarantee the availability of any particular date or time.
The Company reserves the right to cancel or postpone an appointment due to operational reasons, staff illness, extreme weather, or circumstances beyond its reasonable control. In such cases, the Company will offer an alternative appointment time. If an alternative cannot be agreed, any pre-payments will be refunded in full, and this will be the full extent of the Company’s liability.
8. Quality of Service and Limitations
The Company aims to provide services with reasonable care and skill and in accordance with industry practice. However, due to the nature of cleaning services, complete stain removal or restoration to an original condition cannot be guaranteed.
Some stains, odours, and damage may be permanent. The effectiveness of treatments can be affected by the age and type of stain, prior cleaning attempts, condition of the carpet or fabric, and other factors outside the Company’s control. The Client acknowledges that certain results may not be achievable despite the use of appropriate methods.
The Client must inform the operative of any known issues that may affect the service, including loose fittings, damaged flooring, unstable furniture, colour instability, or prior treatments such as stain protection or home remedies.
9. Damage and Liability
The Company will take reasonable care when providing the services. If the Company causes damage to the Premises or items within the Premises through negligence, the Company will, at its option, repair the damage, replace the item, or compensate the Client for fair and reasonable loss, subject to the limitations below.
The Company will not be liable for:
Pre-existing damage, wear, stains, fading, loose threads, shrinkage, colour loss or other defects that become more apparent as a result of cleaning.
Damage arising from structural or material weaknesses, including but not limited to loose floor coverings, poor installation, or inherent defects in carpets, rugs or upholstery.
Any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, whether arising in contract, tort or otherwise.
Any damage or loss where the Client has failed to disclose relevant information or has not followed the Company’s advice or aftercare guidance.
The Client must notify the Company of any alleged damage or service issue as soon as reasonably practicable and in any event within 48 hours of completion of the services, providing details and supporting evidence where possible. The Company will investigate and may request access to inspect the issue before determining an appropriate resolution.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, for fraud, or for any other matter that cannot be excluded or limited under UK law.
10. Client Responsibilities for Health and Safety
The Client must ensure a safe working environment for the Company’s operatives at all times. This includes notifying the Company in advance of any hazards at the Premises, such as loose wiring, unstable flooring, the presence of hazardous substances, or aggressive pets.
The Client must keep children and pets away from the work area and any equipment or chemicals used during the service. Some areas may remain damp or slippery immediately after cleaning; the Client must take reasonable precautions to prevent accidents, including following any specific advice given by the operative.
11. Waste Handling and Environmental Compliance
The Company complies with applicable UK waste and environmental regulations in relation to the handling, transport and disposal of waste water and any extracted debris arising from the services.
Where practical and safe, waste water produced during cleaning may be discharged into appropriate drainage points at the Premises, such as toilets or external drains, provided this is lawful and in accordance with local regulations. The Client agrees to allow reasonable use of such facilities where available.
The Company will not dispose of waste in a manner that breaches relevant environmental or waste laws. If specialist disposal is required, additional charges may apply and will be notified to the Client in advance where reasonably possible.
12. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of the services, the Client should contact the Company as soon as possible, providing full details of the concern. The Company will investigate and, where appropriate, may offer a re-clean of the affected area or another form of reasonable remedy.
The Company aims to resolve complaints promptly and fairly. If the Client remains dissatisfied after the Company’s internal process has been followed, the Client may seek advice from an appropriate external body or pursue legal remedies where applicable.
13. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, flooding, fire, epidemic, industrial disputes, power failures, traffic disruption, or acts of government or regulatory authorities.
14. Data Protection and Privacy
The Company may collect and process personal data relating to the Client for the purposes of managing bookings, providing services, processing payments, and handling queries or complaints. Personal data will be handled in accordance with applicable UK data protection legislation.
The Company will take reasonable measures to keep personal information secure and will not sell the Client’s data to third parties. Data may be shared with selected service providers where necessary to deliver the services, collect payments, or comply with legal obligations.
15. Amendments to Terms
The Company may update these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will normally apply to that booking. The latest version will be made available upon request.
16. 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 their subject matter or formation, whether contractual or non-contractual.
17. Severability
If any provision of these Terms and Conditions is found by any court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or written variations agreed between the Company and the Client, constitute the entire agreement between the parties in relation to the services and supersede any prior understandings, communications or representations, whether oral or written.
