Carpet Cleaners W2 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W2 provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
These terms apply to all services carried out by Carpet Cleaners W2 within its service area and any surrounding locations that may be agreed from time to time.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Company means Carpet Cleaners W2, the cleaning service provider.
1.2 Customer means the person, firm or company requesting and paying for the services.
1.3 Premises means the property or site where the services are to be carried out.
1.4 Services means carpet cleaning, rug cleaning, upholstery cleaning and any related or additional cleaning services that the Company agrees to provide.
1.5 Booking means a confirmed request for Services, whether made online, by message or in writing.
1.6 Technician means a person engaged by or on behalf of the Company to perform the Services.
2. Scope of Services
2.1 The Company will perform the Services with reasonable skill and care, using appropriate equipment, cleaning agents and methods suitable for the specific type of material being treated where this information is made available by the Customer.
2.2 The Company will follow industry-recognised practices and will use its professional judgement to determine the most suitable cleaning method for each item or surface.
2.3 Unless expressly agreed in writing, the Services do not include:
(a) removal of permanent staining such as dye transfer, burns, paint, or chemical damage;
(b) repair of structural, installation or wear-and-tear defects such as loose carpet seams, frayed edges or sun damage;
(c) cleaning of areas that are unsafe to access or obstructed by heavy furniture or fixed installations.
2.4 The Company does not guarantee that all stains or marks will be removed. Results depend on the nature, age and cause of the stain, the type and condition of the material, and previous cleaning or treatments.
3. Booking Process
3.1 Bookings may be requested via the Company’s online form or in writing. The Customer must provide accurate information about the Premises, the type and approximate size of areas or items to be cleaned, and any specific concerns or requirements.
3.2 A Booking is not confirmed until the Company has issued written confirmation, which may be sent by message or other written means. The Company reserves the right to refuse any Booking at its discretion.
3.3 The Customer is responsible for ensuring that access to the Premises is available at the agreed date and time and that there is adequate parking or safe stopping space for the Technician’s vehicle where applicable.
3.4 The Customer must inform the Company in advance if:
(a) there are any known defects or pre-existing damage to carpets, rugs, upholstery or flooring;
(b) any items are particularly fragile, valuable or require special handling;
(c) there are any health and safety risks at the Premises such as loose wiring, trip hazards, or hazardous materials.
3.5 The Company may adjust the quoted price if the information supplied at the time of Booking is incomplete or inaccurate, or if the actual condition or size of the areas to be cleaned differs materially from that described.
4. Prices and Quotations
4.1 Prices are generally provided as fixed quotations based on the information supplied by the Customer, or as a minimum charge plus additional charges per item or area.
4.2 All quotations are valid for a limited period as stated in the quotation. If no period is stated, quotations are valid for 30 days from the date of issue.
4.3 The Company reserves the right to revise a quotation after inspection of the Premises or items where the description provided by the Customer does not accurately represent the work required.
4.4 Unless otherwise stated, all prices are in pounds sterling and are exclusive of any government taxes or charges that may apply from time to time.
5. Payments
5.1 Payment is due in full on completion of the Services, unless the Company has agreed alternative payment terms in writing prior to the Booking date.
5.2 The Company may accept payment by cash, card or other agreed electronic methods. The specific payment methods available at the time of service will be confirmed by the Company.
5.3 For commercial Customers or larger bookings, the Company may require a deposit or pre-payment to secure the Booking. Any such requirement will be communicated before confirming the Booking.
5.4 In the event that payment is not received when due, the Company reserves the right to:
(a) charge reasonable late payment fees and interest in line with applicable UK law;
(b) suspend or cancel any future bookings with the Customer;
(c) take reasonable steps to recover the outstanding amount, including use of third-party collection agencies, and charge the Customer for any reasonable costs incurred in such recovery.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or reschedule a Booking by providing written notice to the Company.
6.2 If the Customer cancels or reschedules the Booking with more than 48 hours notice before the agreed start time, no cancellation fee will normally apply.
6.3 If the Customer cancels or reschedules less than 48 hours but more than 24 hours before the agreed start time, the Company may charge up to 50 percent of the quoted price to cover allocated time and administrative costs.
6.4 If the Customer cancels or reschedules less than 24 hours before the agreed start time, or if the Technician is unable to gain access to the Premises at the scheduled time for reasons beyond the Company’s control, the Company may charge up to 100 percent of the quoted price.
6.5 The Company will use reasonable efforts to accommodate requests to reschedule, but such changes are subject to availability and cannot be guaranteed.
6.6 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to equipment failure, staff illness, extreme weather, transport disruption or safety concerns. In such cases, the Company will offer the Customer an alternative appointment. If no suitable alternative can be agreed, any pre-paid amounts will be refunded.
7. Customer Obligations
7.1 The Customer must provide safe and suitable access to the Premises, including clear pathways and safe stairways where necessary.
7.2 The Customer is responsible for ensuring that:
(a) all small items, fragile objects, personal belongings, and valuables are safely stored away from the cleaning areas;
(b) any pets are securely contained and kept away from machinery, chemicals and wet surfaces;
(c) electricity and, where required, water supply are available at the Premises throughout the duration of the Services.
7.3 The Company is not responsible for moving heavy furniture, appliances or other large items. If the Customer wishes certain areas under or behind such items to be cleaned, the Customer must ensure that they are moved prior to the Technician’s arrival, unless the Company has expressly agreed to move them.
7.4 The Customer must not walk on or place furniture on carpets, rugs or upholstery that are still damp if doing so may cause damage, staining or re-soiling. The Company will provide guidance on approximate drying times, but these may vary depending on ventilation, temperature and material type.
8. Liability and Limitations
8.1 The Company will exercise reasonable care in carrying out the Services. However, the Customer acknowledges that there are inherent risks associated with cleaning delicate fabrics, aged materials and items with unknown or unstable dyes or finishes.
8.2 The Company’s liability for any damage caused by its negligence or breach of obligation will be limited to the lower of:
(a) the cost of repair or restoration of the damaged item or area; or
(b) the current fair market value of the item or area at the time of the damage; or
(c) the total amount paid by the Customer for the specific Service that gave rise to the claim.
8.3 The Company will not be liable for:
(a) wear, discolouration, thinning, fading, bleaching or pile distortion that becomes visible after cleaning where such conditions were pre-existing but not obvious before treatment;
(b) shrinkage, texture change or colour loss where the material is unsuitable for wet or standard cleaning methods, particularly where care labels are missing, incorrect or have been removed;
(c) damage resulting from defects in construction, installation, previous cleaning, chemical treatments or products applied by third parties or the Customer;
(d) any indirect, consequential or purely economic loss, including loss of profit, business interruption or loss of opportunity.
8.4 The Customer must notify the Company in writing of any complaint or claim relating to the Services within 48 hours of completion, providing reasonable details and, where possible, photographic evidence. The Company will have a reasonable opportunity to inspect the alleged issue and, where appropriate, to attempt to rectify it.
8.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded under UK law.
9. Insurance
9.1 The Company will maintain appropriate public liability insurance and, where applicable, employer’s liability insurance in accordance with UK legal requirements.
9.2 Evidence of insurance cover can be provided upon reasonable request from the Customer.
10. Waste Handling and Environmental Compliance
10.1 The Company will comply with applicable UK waste management and environmental regulations relevant to the Services it provides.
10.2 Any waste generated as part of the cleaning process, such as used solutions, filters or packaging, will be handled and disposed of responsibly by the Company or its authorised contractors, in line with relevant statutory requirements.
10.3 Where the Customer requests removal of specific items such as heavily soiled rugs, underlay or other materials, additional charges may apply, and such materials will be disposed of in accordance with applicable waste regulations.
10.4 The Customer agrees not to request or insist on any method of waste disposal that would place the Company in breach of UK environmental or waste legislation.
11. Health and Safety
11.1 The Company will follow reasonable health and safety practices and take appropriate precautions in relation to equipment, chemicals and working methods.
11.2 The Customer must inform the Company of any health and safety hazards at the Premises prior to the Booking. The Technician may refuse to carry out some or all of the Services if, in their reasonable opinion, conditions at the Premises present an unacceptable risk.
11.3 Certain cleaning products may cause temporary odours or require ventilation. The Company will advise the Customer where appropriate. The Customer is responsible for ensuring that vulnerable individuals, including children, elderly persons, those with respiratory issues and pets, are kept away from treated areas until it is safe to return.
12. Force Majeure
12.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, war, civil unrest, epidemics, government restrictions, transport disruption or utility outages.
13. Personal Data
13.1 The Company may collect and process personal data such as names, addresses and contact details for the purposes of managing bookings, providing Services and administering customer relationships.
13.2 The Company will handle personal data in accordance with applicable UK data protection legislation.
14. Amendments to Terms and Conditions
14.1 The Company may 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.
14.2 Any updates will take effect when published or otherwise communicated and will apply to future bookings from that date onward.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute 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.
15.2 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is or becomes invalid, unlawful or unenforceable, it will be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision will be deemed deleted. Any such modification or deletion will not affect the validity of the remaining provisions.
16.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that right or remedy, nor shall it prevent any further exercise of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, statements or representations.
By making a Booking with Carpet Cleaners W2, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
