Carpet Cleaning TW13 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning TW13 provides carpet and related cleaning services in the TW13 area and surrounding locations. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company, or organisation booking the services.
Company means Carpet Cleaning TW13, the provider of the services.
Services means carpet cleaning and any additional cleaning or related services provided by the Company as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.
2. Scope of Services
The Company provides professional carpet cleaning and related services, which may include, but are not limited to, carpet and rug cleaning, upholstery cleaning, stain removal, spot treatment, and deodorising, as agreed at the time of booking.
The exact scope of work for each booking will be confirmed in writing or verbally prior to the commencement of the Services, based on the Customer’s requirements and the information provided by the Customer about the Premises.
The Company reserves the right to refuse or withdraw Services where it reasonably believes that the Premises present a risk to health and safety, or where the work requested falls outside the usual scope of carpet and cleaning services.
3. Booking Process
Bookings may be made by the Customer through the channels made available by the Company from time to time, which may include online forms or other contact methods. The Customer must provide accurate and complete information regarding the Premises, the type and size of areas to be cleaned, and any particular issues such as heavy soiling, stains, or sensitive materials.
All bookings are subject to availability. The Company will confirm the booking date, time, and estimated duration of the Services. A booking is not considered accepted until the Company has issued a confirmation.
The Customer must inform the Company at the time of booking of any access restrictions, parking limitations, security requirements, or other factors that may affect the delivery of the Services. The Customer is responsible for providing safe and reasonable access to the Premises on the agreed date and time.
The Company may request a deposit or pre-authorisation at the time of booking. Where required, this will be communicated clearly before the Customer confirms the booking.
4. Customer Obligations
The Customer must ensure that the Premises are accessible at the agreed start time and for the duration of the appointment. The Customer or an authorised representative must be present to grant access to the Premises, unless otherwise agreed in advance.
The Customer must secure all fragile, valuable, or delicate items before the commencement of the Services. The Company will not be responsible for moving heavy furniture or personal belongings unless specifically agreed as part of the booking and only where it is safe and reasonable to do so.
The Customer must inform the Company of any pre-existing damage, excessive wear, loose carpet fittings, or known sensitivities of materials at the Premises prior to the start of the Services.
Electricity and water must be available at the Premises for the duration of the Services. Where parking charges or permits are required, the Customer is responsible for providing necessary permits or covering reasonable parking costs as agreed.
5. Prices and Quotations
Prices for Services are based on the information provided by the Customer regarding the size and condition of the carpets and other materials to be cleaned. Any quotation given by the Company is an estimate only and may be adjusted if the actual condition or size of the areas to be cleaned differs from the information supplied.
The Company reserves the right to revise the quoted price on arrival if the Premises or required work materially differ from the description provided during the booking process. In such cases, the Customer will be informed of the revised price before work commences and may accept or decline the Services.
All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as specified at the time of quotation. Any additional charges, such as for stain protection or specialist treatments, will be explained to the Customer before the work is carried out.
6. Payment Terms
Unless agreed otherwise, payment is due in full on completion of the Services. The Company may accept various forms of payment, such as cashless or electronic methods, as made available from time to time.
Where payment terms different from immediate payment on completion are agreed, they will be confirmed in writing. The Customer must comply with any agreed payment terms and deadlines.
If the Customer fails to make payment when due, the Company reserves the right to charge interest on the overdue amount at a reasonable rate, as well as any costs incurred in recovering the debt, including legal or collection agency fees.
7. Deposits and Pre-authorisations
The Company may require a deposit or pre-authorisation to secure a booking, particularly for larger jobs or where specialist equipment or products are required. The amount and terms of any deposit or pre-authorisation will be communicated at the time of booking.
Deposits may be deducted from the final invoice or retained in accordance with the cancellation and rescheduling policy set out in these Terms and Conditions.
8. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Customer should give as much notice as possible and not less than the minimum notice period specified by the Company at the time of booking.
Where the Customer cancels a booking with insufficient notice, the Company may charge a reasonable cancellation fee, which may include retention of any deposit already paid, to cover administrative costs, allocated time, and potential loss of business.
If the Company needs to cancel or reschedule a booking due to circumstances beyond its control, such as staff illness, equipment failure, or extreme weather, it will endeavour to give the Customer as much notice as reasonably possible and offer an alternative appointment. The Company will not be liable for any consequential losses arising from such cancellation or rescheduling.
9. Access, Delays, and No-Show
The Customer is responsible for ensuring that the Company’s operatives can gain access to the Premises at the agreed time. If access is delayed or not possible due to the Customer’s actions or omissions, the Company may charge a waiting fee or treat the booking as a late cancellation and apply the relevant charges.
If the Customer is not present at the Premises at the agreed time and has not made prior arrangements for access, the Company may leave the Premises after a reasonable waiting period and charge a call-out or cancellation fee.
10. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, using appropriate products and equipment for carpet and related cleaning tasks. However, the Customer acknowledges and accepts that:
Some stains, odours, or damage may be permanent and cannot be completely removed by cleaning.
Cleaning results may vary depending on the age, type, and condition of the carpet or upholstery, as well as previous cleaning methods or treatments applied.
The Company cannot guarantee that all stains or marks will be removed, although it will use reasonable efforts and industry-appropriate techniques.
The Customer should follow any after-care instructions provided by the Company, including guidance on drying times and use of the cleaned areas. The Company is not responsible for damage caused by failure to follow such instructions.
11. Liability and Exclusions
The Company will be liable for direct damage to the Customer’s property only where such damage is caused by the negligence of the Company or its operatives while providing the Services, and only to the extent that such damage is reasonably foreseeable.
The Company’s total liability in respect of any claim arising under or in connection with the Agreement, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable for the specific Services giving rise to the claim.
The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, business interruption, or loss of opportunity, arising out of or in connection with the Services.
The Company is not liable for any pre-existing damage, wear, or defects at the Premises or in the carpets, rugs, upholstery, or other items cleaned. The Customer is responsible for notifying the Company of any such issues before the Services commence.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be limited or excluded.
12. Complaints and Claims
Any complaints about the Services must be reported to the Company as soon as reasonably possible, and in any event within a reasonable period after completion of the Services. The Customer should provide a clear description of the issue and, where possible, supporting evidence.
The Company will investigate complaints and, where appropriate, may arrange a re-visit to inspect the work and, if reasonable, attempt to rectify any issues. The Customer must allow the Company a reasonable opportunity to remedy any alleged defects before seeking alternative remedies.
Claims for damage or loss must be reported promptly with sufficient detail to enable the Company to investigate. Late or incomplete notification may affect the Company’s ability to assess and resolve the claim.
13. Health, Safety, and Conduct
The Company will take reasonable steps to ensure that its operatives work safely at the Premises and use products in accordance with relevant safety guidelines. Certain products or equipment may not be suitable for use in particular environments, and the Company reserves the right to decline or modify the Services on safety grounds.
The Customer must not request the operatives to undertake any work that is unsafe, illegal, or falls outside the agreed scope of Services. The Company’s staff must be treated with respect and must not be subjected to abusive, threatening, or discriminatory behaviour.
14. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated as part of the Services in accordance with applicable environmental and waste regulations. This may include safe disposal of used cleaning solutions, containers, and any extracted waste materials from carpets and upholstery.
Where substantial waste removal or specialist disposal is required, this will be agreed with the Customer in advance and may incur additional charges. The Customer remains responsible for any household or commercial waste at the Premises that does not arise directly from the Services.
The Customer agrees not to request or require the Company to dispose of waste in a manner that breaches environmental or waste management regulations. The Company reserves the right to refuse to remove or dispose of items where it believes such removal would be unlawful or unsafe.
15. Insurance
The Company maintains appropriate insurance cover for its Services, including public liability insurance to a reasonable level. Details of insurance cover can be provided upon request.
The Customer is responsible for maintaining adequate insurance for the Premises and any valuable items kept there. The Company does not accept responsibility for the Customer’s failure to maintain such insurance.
16. Privacy and Data Protection
The Company will collect and process personal data about the Customer as necessary to manage bookings, provide Services, take payment, and handle enquiries or complaints. Personal information will be processed in accordance with applicable data protection laws.
The Company will take reasonable steps to keep personal information secure and will not sell or disclose such data to third parties except where required to provide the Services, comply with legal obligations, or pursue legitimate business interests such as debt recovery.
17. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under the Agreement where such delay or failure results from events beyond its reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, power failures, acts of government or public authorities, industrial disputes, or disruption of transport networks.
Where a force majeure event occurs, the Company will notify the Customer as soon as reasonably practicable and will endeavour to reschedule the Services at a mutually convenient time.
18. Amendments to Terms and Conditions
The Company may update these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that specific Agreement. Any material changes will be made available upon request or published through the Company’s usual communication channels.
19. Governing Law and Jurisdiction
These Terms and Conditions, and any Agreement arising from them, are 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 resolve any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services.
20. Entire Agreement
These Terms and Conditions, together with any confirmed quotation or booking details, constitute the entire Agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior discussions, understandings, or arrangements, whether written or oral.
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
