Carpet Cleaners NW11 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners NW11 provides professional cleaning services to residential and commercial clients. By making a booking or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Client means any individual, business, or organisation that requests or receives services from Carpet Cleaners NW11.
Company means Carpet Cleaners NW11, the provider of cleaning services.
Services means any carpet, upholstery, rug, hard floor, or related cleaning work carried out by the Company, as well as any additional services agreed between the parties.
Premises means the property, building, or area where the Services are to be performed.
Booking means a confirmed appointment for the provision of Services by the Company to the Client, whether made by telephone, online form, or other agreed method.
2. Scope of Services
The Company provides professional cleaning services primarily focused on carpets, rugs, upholstery, and related surfaces. The exact scope of each job, including the specific areas to be cleaned and any additional tasks, will be agreed with the Client at the time of booking.
The Company reserves the right to decline any job that it reasonably believes to be unsafe, unsuitable, or beyond the capabilities of the equipment and methods normally used. In such cases, the Company will notify the Client as soon as practicable and no fee will be charged for work not carried out.
All Services are provided subject to the condition and accessibility of the Premises. While the Company aims to achieve high quality results, complete stain or odour removal cannot be guaranteed, especially where contamination is old, set, or has damaged the fibres or backing.
3. Booking Process
Bookings may be made by the Client by telephone, online form, or other method approved by the Company. All bookings are subject to availability and are only confirmed once the Company has provided a booking confirmation.
At the time of booking, the Client must provide accurate information regarding the areas to be cleaned, the approximate sizes and number of items, the type of flooring or fabric, access details, and any known issues such as serious staining, pet contamination, or water damage.
The Client is responsible for ensuring that the individual making the booking has authority to do so on behalf of the property owner or occupier. By placing a booking, the Client confirms that they have such authority and accepts responsibility for all charges arising from the booking.
The Company may request photographs or additional details prior to confirming a booking, particularly where the condition of the carpets or furnishings may affect the time, equipment, or methods required.
4. Access to Premises
The Client must ensure that access to the Premises is available for the duration of the appointment. This includes suitable parking arrangements for the service vehicle, safe access to the areas to be cleaned, and clear passageways free of unreasonable obstructions.
The Client or an authorised representative should be present at the start and end of the appointment to discuss the work, highlight any areas of concern, and inspect the results. If the Client chooses not to be present, the Company’s assessment of the work carried out will be final.
Where access is delayed or prevented by the Client or due to circumstances at the Premises, waiting time or additional travel time may be charged at the Company’s standard rates. If access is not possible and the booking must be cancelled on arrival, the cancellation provisions below will apply.
5. Client Responsibilities
The Client is responsible for moving small and fragile items, personal belongings, and clutter prior to the arrival of the cleaning operatives, unless otherwise agreed. While reasonable care will be taken, the Company does not accept responsibility for items left on the floor or on soft furnishings during cleaning.
The Company does not routinely move heavy furniture, electrical items, or large appliances. If the Client requests such items to be moved, it will be at the Client’s own risk and subject to the operative’s assessment of safety and practicality on the day.
The Client must notify the Company of any pre-existing damage, weakened seams, loose fittings, or instability in furniture, flooring, or fixtures that could reasonably be affected by cleaning.
6. Pricing and Quotations
Prices are generally based on information provided by the Client, including approximate room sizes, number of items, and condition of the carpets or upholstery. Any quotation given prior to inspection is an estimate only and may be varied if the actual work required differs from the description originally provided.
Where additional work is identified on arrival, such as extra rooms, heavy soiling, or specialist stain treatments, the Company will inform the Client of any revised price before proceeding. The Client will have the choice to accept the revised price, reduce the scope of work, or cancel the portion of Services not yet started.
All prices are quoted exclusive of any applicable taxes unless otherwise clearly stated. Any applicable taxes will be added to the final invoice in accordance with current regulations.
7. Payments
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept various forms of payment as advised at the time of booking. The Client is responsible for ensuring that cleared funds are available on the day of service.
For commercial clients or larger bookings, the Company may agree to issue an invoice with a specified payment term. In such cases, payment is due in full by the due date indicated on the invoice. The Company reserves the right to charge interest or late payment fees where invoices remain unpaid after the due date, in accordance with applicable law.
The Company may require a deposit or prepayment for certain bookings, such as large jobs, out of hours work, or where special equipment or treatments are required. Deposits are generally non-refundable unless the Company cancels the booking.
8. Cancellations and Amendments
The Client may cancel or amend a booking by providing reasonable notice to the Company. As a general guideline, the Company requires at least 24 hours notice for cancellation or rescheduling of standard appointments. However, specific notice periods or charges may apply and will be communicated at the time of booking.
Where the Client cancels with less than the required notice, or fails to provide access at the agreed time, the Company may charge a cancellation fee. This may be a fixed charge or a percentage of the quoted price, intended to cover the Company’s reasonable losses, including travel time and loss of the booking slot.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, equipment failure, staff illness, or safety concerns at the Premises. In such cases, the Company will inform the Client as soon as practicable and offer an alternative date. No cancellation charges will apply where the Company cancels the booking unless the cancellation is due to the Client’s breach of these Terms and Conditions.
9. Service Quality and Complaints
The Company aims to deliver a high standard of cleaning. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, and in any event within 48 hours of the work being carried out. The Client should provide details of the issue and, where possible, photographic evidence.
Where a complaint is found to be justified, the Company may at its discretion offer to re-clean the affected areas, provide a partial refund, or another form of reasonable remedy. The Company will not be liable for any complaint received outside the specified timeframe, or where the area has been used, soiled, or treated by the Client or a third party after completion of the Services.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Client acknowledges that certain risks are inherent in cleaning processes, including minor shrinkage, colour loss, or texture changes in some fabrics and materials. The Company will not be liable for such effects where it has followed industry-accepted methods appropriate to the material and information provided by the Client.
The Company’s liability for any direct loss or damage caused by negligence or breach of contract shall be limited to the value of the Services provided or, where appropriate, the reasonable cost of repair or replacement of the damaged item, taking into account its age and condition. The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity.
The Company will not be liable for any damage or issues arising from pre-existing defects, wear and tear, unstable dyes, poorly fitted carpets, loose grippers, or inadequate installation. The Client is responsible for pointing out any known vulnerabilities prior to the start of the work.
11. Health, Safety, and Security
The Company will take reasonable steps to ensure that all cleaning operatives act safely and in accordance with relevant health and safety practices. Certain cleaning solutions and equipment must be kept away from children, pets, and vulnerable individuals. The Client is responsible for supervising occupants and preventing interference with equipment during the appointment.
The Client must ensure that the Premises are structurally sound and free from hazards that may pose a risk to Company staff, including exposed wiring, loose floorboards, or unsafe stairways. If an operative considers any situation to be unsafe, the Company may suspend or cancel the Services without liability.
The Company expects its staff to be treated with respect. The Company reserves the right to withdraw staff from any Premises where they face abuse, harassment, or threatening behaviour, and may treat such incidents as a Client cancellation.
12. Waste Handling and Environmental Regulations
The Company aims to comply with applicable waste and environmental regulations when providing cleaning services. This includes the responsible use, storage, and disposal of cleaning products and wastewater.
Wastewater generated during cleaning will be disposed of in a lawful manner, typically via appropriate drainage systems at the Premises, provided such systems are available and suitable. The Client confirms that such disposal is acceptable and that drains are properly maintained and not blocked.
The Company does not routinely remove large quantities of solid waste, hazardous substances, or items such as building debris, sharp objects, or contaminated materials. Where specialist waste removal is required, this remains the responsibility of the Client, or may be arranged separately at additional cost subject to regulatory requirements.
The Client must inform the Company in advance if any part of the Premises has been contaminated with hazardous substances, including chemical spills, bodily fluids in significant quantity, or other regulated wastes. The Company may refuse to undertake work in such areas unless suitable arrangements and protections are in place.
13. Data Protection and Privacy
The Company may collect and process personal information about the Client as necessary to provide the Services, manage bookings, process payments, and handle communications. Such information may include names, contact details, addresses, and details of the Premises.
The Company will take reasonable steps to keep personal information secure and will only retain it for as long as necessary for the purposes for which it was collected or as required by law. The Client may request details of the personal information held about them and may request corrections where data is inaccurate.
14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, strikes, transport disruptions, power failures, or public health emergencies.
In such circumstances, the Company will use reasonable endeavours to resume Services as soon as it is safe and practical to do so, and will work with the Client to reschedule appointments where appropriate.
15. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published and will apply to future bookings. The version applicable to a particular booking will be the version in force at the time the booking was confirmed.
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 their subject matter.
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, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Client and the Company in relation to the Services. They supersede any prior understandings, agreements, or representations, whether oral or written, relating to the subject matter.
By placing a booking with Carpet Cleaners NW11, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
