Terms and Conditions for Carpet Cleaning TW7 Services
These Terms and Conditions set out the basis on which Carpet Cleaning TW7 provides carpet and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your appointment.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company requesting the services.
Company means the carpet cleaning service provider trading as Carpet Cleaning TW7.
Premises means the property or location where the services are to be carried out.
Services means carpet, rug, upholstery and related cleaning services as agreed between the Customer and the Company.
Technician means an operative, employee, contractor or agent assigned by the Company to carry out the services.
2. Scope of Services
The Company provides professional carpet and related cleaning services in TW7 and surrounding areas. The exact scope of work for each booking will be confirmed at the time of booking, based on the information provided by the Customer and any subsequent on-site assessment.
Services may include, but are not limited to, hot water extraction, low-moisture cleaning, stain and spot treatment, deodorising, and basic stain protection applications where agreed in advance or at the Premises.
The Company reserves the right to decline work which, in its reasonable opinion, is unsafe, unsuitable, or outside its standard service offering.
3. Booking Process
Bookings may be requested by the Customer through the Company’s accepted communication channels as published from time to time. A booking is only confirmed when the Company has explicitly accepted it and, where applicable, a deposit has been received.
At the time of booking, the Customer must provide accurate details about the Premises, access, parking arrangements, the type and condition of carpets or upholstery, and any particular concerns such as heavy soiling, pet stains, or previous damage.
The Company may provide an estimated quote based on the information received. This estimate is subject to change after an on-site inspection if the actual condition, size or complexity of the work differs from that described by the Customer.
Where the Company identifies significant differences on arrival at the Premises, it will advise the Customer of any price adjustments or additional charges before commencing work. If the Customer does not agree to the revised price, the Company may decline to carry out the services, and any applicable call-out charge will be payable.
4. Access, Parking and Customer Obligations
The Customer is responsible for ensuring that the Technician has safe, uninterrupted access to the Premises for the duration of the service, including access to electricity and water where required.
The Customer must arrange suitable parking for the Technician’s vehicle, including any necessary permits or permissions. Any parking charges or penalties incurred as a direct result of carrying out the services at the Premises will be added to the final invoice and are payable by the Customer.
The Customer should remove small items, fragile objects, valuables, and breakables from the areas to be cleaned prior to the Technician’s arrival. The Company is not responsible for moving heavy furniture, personal items, electrical equipment, or breakable items unless specifically agreed in advance. Any request for moving items is accepted at the Technician’s discretion and at the Customer’s risk.
The Customer must ensure that children, pets, and any vulnerable persons are supervised and kept away from equipment, cleaning solutions, and wet surfaces during and immediately after the service.
5. Pricing, Quotes and Payments
All prices are stated in pounds sterling and are exclusive of any applicable taxes unless otherwise stated.
Quotes are provided based on the information supplied by the Customer and are subject to confirmation on inspection of the Premises. The Company reserves the right to revise a quote if the work required is materially different from that initially described.
Payment is due on completion of the services on the same day, unless otherwise agreed in writing in advance. The Company may require a deposit to secure the booking, which will be deducted from the final invoice amount.
The Company accepts payment by methods specified by the Company from time to time. The Customer agrees to pay all sums due without deduction, set-off, or counterclaim.
Where account facilities have been agreed for commercial Customers, payment terms will be set out separately. If no terms are stated, payment is due within 14 days of the invoice date.
Late payment may incur interest at the statutory rate and reasonable administration charges for debt recovery, in accordance with applicable UK law.
6. Cancellations, Rescheduling and Call-Out Charges
The Customer may cancel or reschedule a confirmed booking by giving the Company reasonable notice. Unless otherwise agreed, the following will apply:
If the Customer cancels or reschedules a booking with more than 48 hours’ notice, any deposit paid may be refunded or carried forward, at the Company’s discretion.
If the Customer cancels or reschedules within 24 to 48 hours of the appointment, the Company may retain part or all of any deposit paid or charge a reasonable cancellation fee to cover lost time and costs.
If the Customer cancels on the same day, fails to provide access to the Premises, or the Technician is unable to proceed with the work due to circumstances within the Customer’s control, the full minimum call-out charge or a reasonable cancellation fee may be payable.
The Company may cancel or reschedule a booking due to circumstances beyond its control, including but not limited to severe weather, traffic disruption, illness, equipment failure, or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably possible and offer an alternative appointment. The Company is not liable for any loss or inconvenience resulting from such cancellation or rescheduling.
7. Service Results and Limitations
The Company will exercise reasonable care and skill in providing the services and will use cleaning methods appropriate to the type and condition of the carpet or upholstery as assessed by the Technician.
The Customer acknowledges that:
Stain and odour removal cannot be guaranteed. Some stains are permanent in nature, and previous attempts at stain removal, the age of the carpet, type of fibres, and installation method may affect the final result.
Differences in shading or pile distortion, wear and tear, sun damage, and existing damage may become more visible after cleaning. The Company is not responsible for pre-existing damage or conditions not caused by its work.
Shrinkage, colour run, or texture changes can occur with certain materials, particularly where carpets or fabrics are poorly fitted, have unstable dyes, or were not manufactured or installed in accordance with industry standards. The Technician will use commercially reasonable judgement to minimise these risks, but the Company cannot accept responsibility where such issues arise due to inherent faults or poor installation.
The Customer is responsible for following any aftercare advice given by the Technician, including guidance on drying times, ventilation, and furniture placement on damp carpets. Damage resulting from failure to follow aftercare instructions is not the responsibility of the Company.
8. Customer Property and Damage
The Company will take reasonable care when working at the Premises. If the Company causes damage due to its negligence, it will, at its option, repair the damage, arrange for a third party to repair it, or compensate the Customer for the reasonable cost of repair, subject to the limitations set out in these Terms and Conditions.
The Customer must notify the Company in writing of any alleged damage or issue as soon as reasonably possible and in any event within 48 hours of completion of the services, providing details and any available evidence.
The Company is not liable for:
Any wear, discolouration, damage or defects existing prior to the service.
Damage to items that the Company was asked to move where such items were fragile, structurally unsound, or unsuitable for moving.
Damage caused by the Customer’s failure to provide accurate information about the Premises, carpets, fabrics or previous treatments.
Any consequential or indirect loss, including loss of profits, business, or opportunity.
9. Liability and Insurance
Nothing in these Terms and Conditions excludes or limits 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 UK law.
Subject to the above, the Company’s total aggregate liability arising out of or in connection with the provision of the services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by the Customer for the specific service in question.
The Company maintains appropriate public liability and, where applicable, employer’s liability insurance. Details of insurance cover are available on request.
10. Health, Safety and Conduct
The Company is committed to working in a safe and professional manner. Technicians will use cleaning products and equipment in accordance with manufacturer instructions and applicable health and safety regulations.
The Customer must inform the Technician of any known health and safety risks at the Premises, including loose floor coverings, trip hazards, restricted access, or any other relevant risks.
The Company reserves the right to withdraw its staff from the Premises if they are subjected to abuse, harassment, unsafe conditions, or unreasonable demands. In such circumstances, the full service or call-out fee may remain payable.
11. Waste Handling and Environmental Regulations
The Company will handle and dispose of waste generated during the course of providing the services in accordance with applicable UK waste and environmental regulations.
General waste such as used cleaning materials, packaging, and non-hazardous residues will be removed or disposed of in a lawful and responsible manner, either at the Premises using appropriate facilities provided by the Customer or off-site by the Company, as applicable.
Where any particular waste arising from the services is classified as controlled or special waste under applicable regulations, the Company will follow relevant procedures and may charge additional fees to cover compliant handling, storage, and disposal. The Customer will be informed of any such requirements where reasonably practicable.
The Customer agrees not to request or require any disposal method that would breach applicable waste or environmental legislation. The Company reserves the right to refuse to handle or remove waste where it reasonably believes that doing so would be unsafe or unlawful.
12. Complaints and Service Issues
The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the services, the Customer should notify the Company as soon as possible, and within 48 hours of completion wherever practicable.
The Company may request information, photographs, or access to the Premises to inspect the issue. Where a complaint is found to be justified, the Company may, at its discretion, re-clean the affected area, offer a partial refund, or provide another reasonable remedy.
Failure by the Customer to allow the Company a reasonable opportunity to address the issue may limit any right to a refund or further work.
13. Data Protection and Privacy
The Company will process personal data provided by the Customer only for the purposes of managing bookings, providing services, handling payments, and addressing queries or complaints, in accordance with applicable UK data protection laws.
The Company will take reasonable steps to protect personal data against unauthorised access, loss or misuse and will only retain such data for as long as reasonably necessary to fulfil the purposes for which it was collected and to meet legal or regulatory obligations.
14. Amendments to Terms
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 specific service, unless a change is required by law or regulation, in which case the updated terms may apply immediately.
Updated terms may be made available on the Company’s website or otherwise communicated to Customers as appropriate.
15. 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.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations where this does not reduce the level of service provided to the Customer.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the services and supersede any previous understanding, representations or agreements, whether written or oral, relating to the same subject matter.
