Carpet Cleaning W12 Service Terms and Conditions

These Terms and Conditions govern the provision of carpet and related cleaning services by Carpet Cleaning W12 to residential and commercial customers within its service area. By making a booking, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

These terms apply to all services provided by Carpet Cleaning W12, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal, and related treatments, whether booked online, by message, or in person.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual or business requesting and receiving the services.

Company means Carpet Cleaning W12, the provider of the services.

Services means any carpet, upholstery, rug, or related cleaning services carried out by the Company.

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

Technician means a person employed or engaged by the Company to perform the Services.

Agreement means the contract between the Customer and the Company for the provision of Services, as governed by these Terms and Conditions.

Scope of Services

The Company agrees to provide professional carpet and related cleaning services at the Premises as agreed at the time of booking. The exact scope, including the rooms, items, and areas to be cleaned, will be confirmed with the Customer before the commencement of work and may be set out in a written or electronic booking confirmation.

Any additional work requested by the Customer on the day of the appointment that falls outside the agreed scope will be subject to availability and may incur additional charges, which must be agreed before commencement of the extra work.

The Company does not undertake structural repairs, carpet fitting, or any building work. The Services are limited to cleaning and related treatments only.

Booking Process

Bookings for Services may be made by the Customer through the Company’s chosen booking channels. At the time of booking, the Customer must provide accurate and complete information, including the address of the Premises, access instructions, description of the areas and items to be cleaned, and any known issues such as heavy soiling, stains, or delicate fibres.

The Company may provide an initial price estimate based on the information supplied. This estimate may be subject to change following an inspection by the Technician on arrival if the actual condition, size, or nature of the work differs from the information provided. Any revised price will be communicated to the Customer before work begins.

A booking will be considered confirmed only when the Company issues a booking confirmation. The Company reserves the right to refuse any booking at its discretion.

Customer Responsibilities

The Customer is responsible for ensuring that:

Access to the Premises is available at the agreed date and time, including any required parking or entry permissions.

The areas to be cleaned are reasonably clear of personal items, clutter, and fragile objects.

Any special requirements, known risks, or restrictions at the Premises are communicated to the Company in advance.

Electricity and running water are available at the Premises for the duration of the Services, unless otherwise agreed.

The Customer is either present at the Premises during the appointment or has arranged access and a method for completion sign-off, if required.

If the Customer fails to provide access or necessary utilities, the Company may treat the appointment as a late cancellation and charge a fee in accordance with the cancellation policy.

Pricing and Payment Terms

The price for the Services will be as per the Company’s prevailing price list or as expressly agreed with the Customer. All prices are stated in pounds sterling and may be inclusive or exclusive of applicable taxes, which will be clearly indicated where relevant.

Payment is due in full on completion of the Services, unless otherwise agreed in writing before the appointment. The Company may, at its discretion, require a deposit or full prepayment for certain bookings, larger jobs, or commercial contracts.

The Company accepts the payment methods it specifies from time to time. The Customer is responsible for ensuring that payment details are valid and that sufficient funds are available.

In the case of commercial or account Customers where invoicing on completion is agreed, invoices must be paid within the payment terms stated on the invoice. If no specific terms are indicated, payment is due within 14 days of the invoice date.

In the event of late payment, the Company reserves the right to charge interest and reasonable administrative costs for recovery in accordance with applicable law. The Company may also suspend or refuse further services until all outstanding amounts are settled.

Cancellation and Rescheduling Policy

The Customer may cancel or request to reschedule a booking by giving the Company reasonable notice prior to the scheduled appointment time. Notice must be given through the same or an agreed communication channel used for the booking.

Where the Customer cancels or reschedules with sufficient notice, no cancellation fee may be charged. Where cancellation or rescheduling occurs with shorter notice, the Company reserves the right to apply a cancellation fee, which may be a fixed fee or a percentage of the quoted price, to cover allocated time and costs.

If the Technician attends the Premises at the agreed time and is unable to gain access, or the work cannot be carried out for reasons within the Customer’s control, the Company may treat this as a same-day cancellation and charge up to the full quoted price.

The Company may, in exceptional circumstances such as illness, vehicle breakdown, severe weather, or other events beyond its reasonable control, cancel or reschedule an appointment. The Company will notify the Customer as soon as reasonably possible and will offer a new appointment time. The Company will not be liable for any indirect loss, loss of income, or other costs incurred by the Customer as a result of such changes, but any prepayments for Services not provided will be refunded or applied to a rescheduled booking.

Access, Parking, and Restrictions

The Customer must ensure suitable access for the Technician and any required equipment. If parking restrictions apply near the Premises, the Customer is responsible for arranging suitable parking or providing information that allows the Technician to park lawfully.

Any parking charges or penalties incurred as a direct result of the Customer’s failure to inform the Technician of relevant restrictions may be added to the Customer’s invoice.

If there are building regulations, security requirements, or other restrictions that may affect the provision of the Services, the Customer must disclose these at the time of booking or as soon as they become aware.

Condition of Carpets and Limitations

The Customer acknowledges that the results of cleaning may vary depending on factors such as the age and condition of the carpet or fabric, type of fibre, level of soiling, and the nature and age of stains.

The Company does not guarantee complete removal of all stains or odours. Certain substances, including but not limited to permanent dyes, paint, ink, bleach marks, and long-standing pet stains, may not be fully removable.

The Company will carry out a visual inspection and, where appropriate, conduct tests to assess the suitability of cleaning methods. However, the Customer accepts that there is a small inherent risk of damage or discolouration with any cleaning process, particularly where items are very old, previously damaged, or previously improperly cleaned.

The Customer is responsible for informing the Company of any known issues with the carpets or fabrics, including pre-existing damage, loose seams, shrinkage, delamination, fading, or colour instability.

Customer Property and Preparation

The Customer is responsible for removing valuable, fragile, or easily damaged items from the areas to be cleaned. The Company will not be responsible for damage to items left on the floor or in the working area that should reasonably have been removed by the Customer.

Where furniture needs to be moved to complete the Services, this will be done at the Technician’s discretion and subject to health and safety considerations. Very heavy, delicate, or valuable furniture and electronic equipment may not be moved.

The Customer should ensure that pets and children are kept away from the working area and drying carpets during and after the cleaning process, for safety and hygiene reasons.

Liability and Insurance

The Company will exercise reasonable care and skill in providing the Services. The Company carries appropriate insurance for its activities within the scope of the Services.

To the fullest extent permitted by law, the Company’s liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of re-performing the Services or the amount paid by the Customer for the specific Service giving rise to the claim.

The Company will not be liable for:

Any pre-existing damage, wear and tear, or defects in carpets, rugs, upholstery, or other items.

Damage arising from inaccurate or incomplete information provided by the Customer.

Indirect or consequential loss, loss of profit, loss of use, or any other economic loss.

Any delay or failure to perform its obligations due to events beyond its reasonable control.

Nothing in these Terms and Conditions will exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

Waste Handling and Environmental Regulations

The Company will comply with applicable waste management and environmental regulations in the course of providing the Services. Any waste water, residues, or removed materials generated during the cleaning process will be handled and disposed of in a responsible manner in accordance with relevant requirements.

The Customer agrees not to request or require the Company to dispose of waste in any unlawful manner, including discharging waste into inappropriate drains, outside areas, or locations where such discharge is prohibited.

The Customer is responsible for ensuring that any waste arising from their own activities, unrelated to the Services, is handled and disposed of properly and separately from the Company’s activities.

Complaints and Service Issues

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Technician on site where possible, so that immediate steps can be taken to address any concerns.

If an issue only becomes apparent after the Technician has left the Premises, the Customer should contact the Company as soon as reasonably possible, providing clear details and, where helpful, photographs or other evidence. The Company will investigate complaints in good faith and, where a fault in the Service is found, may offer a re-clean of the affected area, a partial refund, or another appropriate resolution.

Complaints should normally be raised within a reasonable period after the Service date, as carpets and fabrics will continue to be used and other factors may subsequently affect their condition.

Use of Customer Data

The Company may collect and process personal information about the Customer, such as contact details, address, and service history, for the purpose of managing bookings, providing the Services, processing payments, and handling queries.

The Company will take reasonable steps to protect such information and will not sell personal data to third parties. Data may be shared with service providers engaged by the Company where necessary for the performance of the Services or administration of the business, subject to appropriate safeguards.

Amendments to Terms and Conditions

The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of the change. Existing bookings will remain subject to the Terms and Conditions in place at the time of confirmation, unless otherwise agreed with the Customer.

Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision will be treated as deleted, and the remaining provisions will continue in full force and effect.

Governing Law and Jurisdiction

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.

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.

By proceeding with a booking and allowing the Services to be carried out, the Customer confirms acceptance of these Terms and Conditions in full.