Carpet Cleaning W1G Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning W1G provides professional carpet cleaning and related services to residential and commercial customers. 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 and Interpretation
In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:
Customer means the individual or business placing a booking or using our services.
Company means Carpet Cleaning W1G, the provider of the cleaning services.
Services means carpet cleaning and any additional cleaning services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Company and the Customer, comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides professional carpet cleaning and, where agreed in advance, related soft furnishing and floor cleaning services. The specific scope of work for each booking, including areas to be cleaned, type of cleaning required, and any additional tasks, will be agreed at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to refuse to provide Services where the Premises are deemed unsafe, where access is not reasonably possible, or where conditions fall outside the reasonable expectations for professional carpet cleaning work.
3. Booking Process
Bookings may be requested by the Customer through the Company’s chosen communication channels. The Customer must provide accurate and complete information about the Premises, the type and size of areas to be cleaned, and any known issues such as severe staining, water damage, infestations, or delicate materials.
A booking is only confirmed when the Company has issued a confirmation, which may include the date and time of the appointment, the Services to be provided, and the applicable price or pricing basis. Provisional or tentative dates discussed with the Company are not guaranteed until confirmed.
The Customer is responsible for ensuring that any requested date and time are suitable and that they, or an authorised adult representative, are available to grant access to the Premises throughout the scheduled appointment.
4. Customer Responsibilities
The Customer agrees to:
Provide safe and unobstructed access to the Premises at the agreed time.
Ensure that electricity, running water, and adequate lighting are available at the Premises throughout the appointment.
Remove small items, fragile objects, valuables, and personal belongings from the areas to be cleaned prior to the arrival of the cleaning technicians.
Inform the Company in advance of any known risks, such as loose floor coverings, damaged carpets, or areas affected by mould or contamination.
Keep children and pets away from the areas where the Services are being carried out, including during drying times, to ensure safety and to avoid interference with the quality of the work.
5. Pricing and Quotations
Prices are generally based on the information provided by the Customer, such as room size, type of carpet or flooring, and complexity of the work. Any quotation issued by the Company is an estimate based on the details given at the time and may be subject to change if the actual conditions at the Premises differ materially from those described.
The Company reserves the right to revise the price before commencing work if, upon arrival, it becomes apparent that the job is substantially larger, more complex, or requires additional treatments or time beyond the original quotation. In such circumstances, the Customer will be informed of any revised price, and work will proceed only with the Customer’s agreement.
6. Payment Terms
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the appointment. The Company may accept payment by cash, bank transfer, card payment, or other methods it makes available from time to time.
For certain bookings, such as large commercial work or multiple-property arrangements, the Company may require a deposit or partial prepayment. Any such requirement will be communicated at the time of booking.
Where credit terms are agreed with a business Customer, invoices are payable by the due date shown on the invoice. The Company reserves the right to charge interest and reasonable administration costs on late payments in accordance with applicable UK law.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a confirmed booking by giving reasonable notice. The Company asks that Customers provide as much notice as possible to allow the appointment slot to be offered to other Customers.
Where a Customer cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover the costs of the reserved time and any lost opportunities.
If the Company arrives at the Premises and is unable to gain access, or the Premises are not ready for work to commence, this may be treated as a late cancellation, and a call-out or cancellation fee may be charged.
The Company may, on occasion, need to cancel or reschedule appointments due to unforeseen circumstances such as staff illness, adverse weather, equipment failure, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as practical and offer an alternative appointment. The Company shall not be liable for any loss arising from such rescheduling or cancellation, beyond refunding any prepayments relating to the affected appointment.
8. Access, Parking, and Restrictions
The Customer is responsible for ensuring that suitable parking is available for the Company’s vehicle near the Premises where reasonably possible. Any parking charges incurred in the course of carrying out the Services may be added to the Customer’s invoice.
Where the Premises has entry restrictions, such as building security procedures, the Customer must arrange for timely access and inform the Company of any special access requirements in advance.
If access is delayed or restricted in a way that significantly shortens the available time for the appointment, the Company may either reduce the scope of the work accordingly or treat the visit as a failed appointment and apply appropriate charges.
9. Condition of Carpets and Results
The Customer acknowledges that the outcome of carpet cleaning depends on multiple factors, including the age and condition of the carpet, the nature and duration of stains, previous treatments, and the type of fibres. While the Company uses professional equipment and techniques, it cannot guarantee that all stains, odours, or marks will be removed completely.
The Company will exercise reasonable skill and care in carrying out the Services and will advise the Customer if it considers certain stains or damage to be permanent or only partly treatable. Any such advice is provided in good faith based on the technician’s professional judgement at the time.
10. Customer Property and Preparation
The Company will take reasonable care when moving light furniture where necessary to gain access to carpeted areas. However, the primary responsibility for moving furniture, valuables, and fragile items rests with the Customer, unless a specific arrangement has been agreed in advance.
The Company accepts no responsibility for damage to items that the Customer has chosen not to move or properly protect prior to the appointment. The Customer is advised to remove electronic equipment, delicate ornaments, and irreplaceable items from the areas to be worked on.
11. Liability and Insurance
The Company carries appropriate liability insurance for the Services it provides. The Company will not be liable for any loss or damage unless caused by the negligence or wilful misconduct of its employees or contractors while acting in the course of their duties.
The Company shall not be liable for:
Wear, discolouration, or damage that becomes visible after cleaning and which was pre-existing but not apparent before.
Damage arising from defects in the carpet, backing, underlay, or subfloor that could not reasonably be identified prior to cleaning.
Damage caused by the Customer’s failure to follow post-cleaning guidance, including recommended drying times and ventilation.
Any indirect or consequential loss, including loss of profit, business interruption, or loss of opportunity.
In any event, the total liability of the Company to the Customer arising from any single event or series of connected events shall not exceed the total amount paid or payable by the Customer for the Services giving rise to the claim.
12. Waste, Disposal, and Environmental Regulations
The Company is committed to operating in accordance with applicable UK environmental and waste regulations. Any waste generated in the course of the Services, such as extracted soiling and used cleaning solutions, will be managed responsibly and in line with legal requirements.
Where the Services require the removal of solid waste or debris beyond what is normally expected from carpet cleaning, this must be agreed in advance. Additional charges may apply for waste handling, transport, or disposal that falls outside standard cleaning activities.
The Customer must not request or require the Company to dispose of waste in a manner which breaches legal obligations or environmental standards. If the Company reasonably believes that a particular waste disposal request would be unlawful or unsafe, it may decline to carry out that aspect of the work.
13. Health and Safety
The Company will carry out its work with appropriate regard for health and safety. Cleaning technicians may use professional cleaning agents and equipment that require careful handling and adequate ventilation.
The Customer must inform the Company of any specific health concerns, allergies, or sensitivities that may be relevant to the choice of cleaning products. While the Company aims to use products that are suitable for domestic and commercial environments, it cannot guarantee that all products will be suitable for every individual.
The Customer agrees to follow any safety instructions given by the Company, including temporary restrictions on walking on damp carpets, keeping children and pets away from treated areas, and ventilating rooms if advised.
14. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services provided, they should contact the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work, detailing the nature of the concern.
The Company will investigate complaints in good faith and, where appropriate, may arrange a revisit to inspect the work and, if reasonably possible, attempt to address the issue. Any such revisit does not constitute an admission of liability.
Failure to notify the Company of any concerns within a reasonable time may limit the options available to investigate and resolve the matter, particularly where carpets have since been used or treated by others.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, power outages, accidents, transport disruptions, or restrictions imposed by authorities.
In such cases, the Company will use reasonable efforts to inform the Customer and to reschedule the Services at a mutually convenient time.
16. Personal Data and Privacy
The Company may collect and process basic personal data from Customers, such as names, addresses, and contact details, for the purposes of managing bookings, delivering Services, issuing invoices, and handling enquiries or complaints.
The Company will handle such data in accordance with applicable data protection legislation and will take reasonable steps to safeguard it against unauthorised access or disclosure. Personal data will not be sold to third parties. Any sharing of data will be limited to what is necessary to deliver the Services or comply with legal obligations.
17. Variations to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Continued use of the Company’s services after any changes have been published shall constitute acceptance of the revised terms.
18. 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 from or related to these Terms and Conditions or the Services provided by the Company.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with the confirmed booking details, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, agreements, or representations, whether written or oral.
By placing a booking with Carpet Cleaning W1G, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.
