Carpet Cleaners TW8 Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Carpet Cleaners TW8 to residential and commercial customers within its service area. By booking a service, you agree to be bound by these terms. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Company means Carpet Cleaners TW8, the cleaning service provider.
Customer means the person, firm or organisation booking cleaning services with the Company.
Premises means the property where the cleaning services are to be carried out.
Services means any cleaning services supplied by the Company, including but not limited to carpet cleaning, upholstery cleaning and related work.
Agreement means the contract between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions.
2. Scope of Services
The Company provides carpet, rug, upholstery and related cleaning services at residential and commercial premises within its service area. The specific Services to be provided will be agreed at the time of booking and confirmed in the booking confirmation.
Any descriptions, quotations or estimates given by the Company prior to booking are based on information supplied by the Customer and on standard conditions. The Company reserves the right to adjust the scope of Services and the associated price if the actual conditions at the Premises differ significantly from those described.
3. Booking Process
Bookings may be made by the Customer through the Company’s chosen communication channels. A booking is deemed an offer by the Customer to purchase Services in accordance with these Terms and Conditions.
The Agreement between the Company and the Customer is formed only when the Company confirms the booking and provides a scheduled date and time for the Services. The Company reserves the right to decline any booking request at its sole discretion.
The Customer must provide accurate details at the time of booking, including full address of the Premises, type of property, parking information, access instructions, and an honest description of the areas and items to be cleaned. Failure to provide accurate information may result in additional charges, changes to the Services, or cancellation.
The Company may request photographs or other information about carpets, rugs, upholstery or affected areas to provide a more accurate quotation and to determine the appropriate cleaning method.
4. Access to the Premises
The Customer is responsible for ensuring that the Company’s operatives have safe and suitable access to the Premises at the agreed time. This includes arranging appropriate parking where required and providing any necessary entry codes, keys or access instructions in advance.
If the operatives are unable to gain access to the Premises at the agreed start time, the Company may charge a callout fee or apply its late cancellation charge, as detailed in the Cancellations and Changes section.
The Customer must ensure that electricity, water and other necessary utilities are available for the duration of the visit. If the Services cannot be completed due to lack of essential utilities, the visit may be treated as a late cancellation and fees may apply.
5. Customer Obligations
The Customer agrees to:
Ensure that the Premises are reasonably clear of obstacles, personal items and fragile objects in the areas to be cleaned.
Inform the Company of any known hazards, defects, or risks at the Premises which may affect the safety of the operatives or the performance of the Services, including loose flooring, electrical issues, or the presence of pets that may pose a risk.
Advise the Company of any pre-existing damage, heavy staining, colour fading, shrinkage or wear to carpets, rugs or upholstery prior to commencement of the Services.
Secure any valuables, fragile items and irreplaceable objects prior to the arrival of the operatives, as the Company accepts no liability for damage to items that have not been safely stored away.
Allow the cleaned areas adequate drying time after the completion of the Services, and follow all aftercare instructions provided by the Company.
6. Pricing and Quotations
Prices for Services are provided based on the information supplied by the Customer and the Company’s standard pricing structure. Quotations are given in good faith but do not constitute a binding offer until a booking is confirmed.
The Company reserves the right to revise the price if, upon arrival, the scope of work is greater than reasonably anticipated, the condition of the carpets or furnishings is significantly worse than described, or access and parking are more difficult than disclosed at the time of booking.
Any change in price will be communicated to the Customer before work begins. If the Customer does not agree to the revised price, the booking may be cancelled and a callout or cancellation fee may be charged.
7. Payments
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit. The Company may accept various payment methods, which will be communicated to the Customer at or before the time of booking.
For certain jobs, including large commercial contracts or high-value residential work, the Company may require a deposit or full payment in advance as a condition of confirming the booking. Any deposit requirements will be stated at the time of booking.
Where payment terms are agreed for business customers, invoices are payable within the period stated on the invoice. If no period is stated, payment is due within 14 days of the invoice date.
Late payment may incur interest and administrative charges. The Company reserves all rights to recover outstanding amounts, including through legal action where necessary.
8. Cancellations and Changes
The Customer may cancel or reschedule a booking by giving notice to the Company. To avoid a cancellation charge, the Customer must provide at least 24 hours notice before the scheduled start time of the Services.
If the Customer cancels or reschedules with less than 24 hours notice, or fails to provide access to the Premises at the agreed time, the Company may charge a cancellation fee up to the full value of the booked Services, subject to the Company’s discretion.
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as operatives illness, vehicle breakdown, extreme weather, or situations that may put staff at risk. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect losses or costs incurred by the Customer due to such cancellation or rescheduling.
9. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, using professional equipment and appropriate cleaning products. However, the Customer acknowledges that:
Some stains, odours, and damage cannot be fully removed, and results will depend on the age, type and condition of the carpet or upholstery, as well as prior cleaning or treatments carried out by others.
The Company cannot guarantee complete removal of stains or odours caused by permanent damage, bleaching agents, dyes, pet accidents, or substances that have chemically altered the fibres.
Where items are heavily soiled or have long-standing stains, repeated treatments may be required, and there is a risk of colour loss, shrinkage or texture change. The Customer accepts this risk when authorising treatment of such items.
The Company reserves the right to decline treatment of any item or area where it believes cleaning may cause damage or pose a safety risk.
10. Damage and Liability
The Company will exercise reasonable care when providing the Services. If the Customer believes damage has occurred as a direct result of the Services, the Customer must notify the Company in writing as soon as reasonably practicable and in any event within 48 hours of completion of the Services.
The Customer must allow the Company the opportunity to inspect the alleged damage and, where appropriate, to arrange repair or replacement. The Company’s liability will be limited to the reasonable cost of repair or, where repair is not possible, replacement of the damaged item, taking into account fair wear and tear, age and condition.
The Company will not be liable for:
Any pre-existing damage, wear, fading or defects in carpets, rugs, upholstery or other items, whether visible or not.
Damage resulting from failure to follow the Company’s aftercare instructions, including premature use of cleaned items or placing furniture on damp carpets without protection.
Any indirect, consequential or economic loss, including loss of profit, business, contracts, or opportunity.
The Company’s total liability in respect of any claim arising out of or in connection with the Services will not exceed the total amount paid by the Customer for the specific booking from which the claim arises.
11. Waste Handling and Environmental Regulations
The Company will handle cleaning solutions, waste water and collected residues in accordance with relevant waste and environmental regulations applicable in the United Kingdom.
Where practical, waste water will be disposed of via appropriate drainage systems at the Premises. The Customer must ensure that such drainage is lawful and available for use. The Company will not dispose of waste in any manner that could reasonably be expected to breach local or national regulations.
Any hazardous materials or controlled waste encountered at the Premises that fall outside the Company’s usual scope of work will not be removed or treated unless specifically agreed and subject to additional terms and charges. The Customer is responsible for informing the Company in advance if they believe such materials are present.
The Company will use cleaning products that are suitable for professional use and will seek to minimise environmental impact where reasonably possible, without compromising safety or effectiveness.
12. Health and Safety
The Company is committed to maintaining high standards of health and safety for both its operatives and Customers. The Customer must co operate with reasonable health and safety requests made by the operatives, including keeping children and pets away from equipment, cables and cleaning chemicals during and immediately after the service.
The Company reserves the right to withdraw its operatives from the Premises if conditions are deemed unsafe, abusive or unsanitary beyond normal expectations. In such cases, the visit may be treated as a late cancellation and fees may apply.
13. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible and within 48 hours of completion. The Company will investigate the complaint and, where appropriate, may arrange a revisit to inspect and attempt to rectify reasonable issues.
Any remedial work offered by the Company is at its discretion and will be limited to addressing the specific concern raised. The Company will not be obliged to provide a refund where it has been given a reasonable opportunity to re attend and resolve the issue.
14. Data Protection and Privacy
The Company will collect and use personal data only for the purposes of providing the Services, administering bookings and payments, and managing customer relationships. The Company will take reasonable steps to keep such information secure and confidential.
The Customer’s details will not be sold to third parties. Information may be shared with service partners or subcontractors strictly where necessary for the performance of the Services or as required by law.
15. Amendments to Terms
The Company may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular Agreement. An updated copy of the Terms and Conditions will be made available on 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, 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 the provision of the Services.
17. Severability
If any provision of these Terms and Conditions is found by a court or other 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 confirmation of booking and any agreed variations, constitute the entire agreement between the Company and the Customer and supersede all previous discussions, correspondence or understandings relating to the subject matter.
By placing a booking with Carpet Cleaners TW8, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
