Carpet Cleaners TW7 Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Carpet Cleaners TW7 to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which form the entire agreement between you and Carpet Cleaners TW7 for the services provided.
1. Definitions
In these Terms and Conditions, the following definitions apply.
Client means the person, firm or company who requests and receives the services from Carpet Cleaners TW7.
Company means Carpet Cleaners TW7, the provider of cleaning services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, and any other cleaning services agreed between the Client and the Company.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will provide the Services as described at the time of booking and confirmed in your booking confirmation. The specific services, areas to be cleaned, and any additional tasks will be agreed with you in advance.
The Company reserves the right to decline work that is unsafe, unsuitable, or beyond the reasonable capability of the Technician or the equipment available. This includes, but is not limited to, situations involving hazardous materials, unsafe access, or severe infestation.
While the Company will use reasonable skill and care to deliver high-quality results, the outcome of cleaning may be affected by the age, condition and type of fabrics, carpets and surfaces. The Company does not guarantee complete stain removal, odour removal or restoration of items to a new condition.
3. Booking Process
Bookings may be requested by the Client through the Company’s accepted communication channels. A booking is only considered confirmed once the Company has provided explicit confirmation and, where applicable, the required deposit has been received.
The Client must provide accurate information about the Premises, including property type, approximate room sizes, number of items to be cleaned and any particular issues such as heavy soiling, stains or pet odours. The Company reserves the right to amend the quoted price or refuse the booking if the information provided is incomplete or inaccurate.
For certain services, the Company may recommend or require an initial inspection prior to confirming the booking. Any time and date for the Services given by the Company is an estimate only. The Company will use reasonable efforts to attend on the agreed date and within the agreed time window but cannot be held liable for delays caused by traffic, weather, access problems or other circumstances beyond its control.
4. Client Obligations
The Client is responsible for ensuring that:
The Premises are safe, accessible and ready for cleaning at the agreed time.
The Technician has clear access to the areas and items to be cleaned, including adequate lighting, running water and electricity.
Valuable, fragile and personal items are removed or safely stored away prior to the arrival of the Technician.
Any known defects, damage, existing stains, or special requirements relating to carpets, rugs, upholstery or other items are disclosed to the Company in advance.
Pets and children are supervised and kept away from working areas and drying surfaces during and immediately after the cleaning.
If the Client fails to comply with these obligations and this results in delay, additional work or the Technician being unable to complete the Services, the Company reserves the right to charge for lost time, travel, or any rescheduling required.
5. Prices and Quotations
All prices are provided based on the information made available to the Company at the time of quoting. The Company may adjust the price if, upon arrival, the Technician finds that the scope of work or the condition of the items differs significantly from what was described.
Unless otherwise stated, prices are quoted for standard cleaning tasks. Additional charges may apply for heavily soiled areas, difficult stains, specialised treatments, access issues, parking costs or congestion charges where applicable.
Any promotional offers or discounts are subject to specific terms and may be withdrawn or amended at the Company’s discretion.
6. Payment Terms
Payment is due in full upon completion of the Services, unless otherwise agreed in writing in advance. The Company may require a deposit or prepayment to secure a booking, particularly for larger jobs or commercial contracts.
Accepted payment methods will be confirmed by the Company at the time of booking. The Client is responsible for ensuring that payment is made promptly. The Company reserves the right to withhold receipts or further services until payment has been received in cleared funds.
For commercial clients or account holders, alternative payment terms may be agreed. If payment is not received by the due date, the Company may apply interest on overdue amounts and charge reasonable administrative fees associated with debt recovery.
7. Cancellations and Rescheduling
The Client may cancel or request to reschedule a booking by giving the Company adequate notice. The minimum notice period and any applicable charges will be specified by the Company at the time of booking.
Where the Client cancels with insufficient notice, the Company may charge a cancellation fee, which may include any non-refundable costs incurred by the Company, such as staff or vehicle allocation and lost opportunity to rebook the time slot.
If the Technician attends the Premises but is unable to gain access, or the Client is not present where required and has not made suitable arrangements, the visit may be treated as a late cancellation and may incur the full or partial service charge.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including technician illness, equipment failure, extreme weather or access issues. In such cases, the Company will offer an alternative date and time. The Company will not be liable for any indirect losses arising from such changes.
8. Access, Parking and Utilities
The Client must ensure that reasonable parking is available for the Company’s vehicle close to the Premises. Any parking charges, permits or access arrangements are the responsibility of the Client. Where parking is not readily available or restricted, the Client must inform the Company in advance.
The Client agrees to reimburse the Company for any parking fees or penalties reasonably incurred while carrying out the Services, where such costs arise from circumstances outside the Company’s control.
The Client must provide access to electricity and water for the duration of the visit. Failure to do so may prevent the Technician from performing the Services and may result in a cancellation or call-out charge.
9. Health, Safety and Waste Regulations
The Company will carry out the Services in accordance with applicable health and safety regulations and will take reasonable steps to protect the Client, the Premises and the Technician.
The Client must notify the Company of any health and safety concerns at the Premises, including slippery floors, damaged wiring, loose carpets, or any other hazards. The Company may refuse to carry out or continue the Services if the Technician considers the conditions unsafe.
The Company will handle waste produced during the Services in line with relevant waste management regulations. Normal waste generated by the cleaning process, such as used cleaning solutions and extracted soil and water, will be managed by the Technician in accordance with the Company’s procedures.
The Company does not remove large quantities of domestic or commercial waste unrelated to the cleaning tasks, nor does it dispose of hazardous or regulated waste. Any such materials remain the responsibility of the Client and must be handled via appropriate licensed waste carriers or local authority services.
10. Condition of Items and Limitations
The Client understands that the success of cleaning depends on factors such as the age, condition, material, previous cleaning methods and the nature of stains or soiling. Some stains may be permanent and may not respond fully to professional cleaning.
The Company will carry out a visual inspection where possible and may conduct spot tests on fabrics or carpets before commencing full treatment. The Company accepts no liability where damage or colour change arises from pre-existing conditions, wear and tear, previous cleaning attempts, manufacturer defects, or reactions with cleaning agents that could not reasonably have been foreseen.
Delicate or unstable items such as certain rugs, natural fibres, and faded fabrics may be cleaned only at the Client’s risk where the Technician considers that any treatment carries a higher risk of damage. In such circumstances, the Technician will explain the risks and may request the Client’s consent before proceeding.
11. Liability and Insurance
The Company will use reasonable care and skill in providing the Services and will take reasonable precautions to prevent damage to the Premises and items within it.
The Company holds appropriate insurance for its operations. If damage is caused as a direct result of the Company’s negligence, the Company may, at its discretion, arrange repair, replacement, or compensation, subject to the terms and limitations of its insurance policy.
The Company’s liability to the Client for any loss or damage arising from the Services shall be limited to the value of the specific service provided on the day the issue occurred or the amount recovered from the Company’s insurer, whichever is lower.
The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of opportunity, or any loss arising from delays or reattendance, except where such exclusion is not permitted by law.
12. Complaints and Re-clean Policy
If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion. The Company may request photographs, descriptions or access to the Premises to assess the issue.
Where a complaint is justified and directly related to the quality of the cleaning, the Company will aim to resolve the matter, which may include a re-clean of the affected area at no additional cost, provided that the area has not been further used or soiled after the original visit.
A re-clean or remedy will not be offered if the complaint arises from factors outside the Company’s control, including new staining, wear and tear, or unrealistic expectations of results.
13. Personal Data and Confidentiality
The Company will collect and use personal data from the Client only as necessary to manage bookings, provide the Services, handle payments and meet legal obligations.
The Company will take reasonable steps to protect personal data against unauthorised access and will not sell or disclose it to third parties except where required to process payments, deliver the Services, comply with legal requirements, or with the Client’s consent.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, transport disruption, power failures, accidents, or public health restrictions.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings from the date of publication. Material changes will not affect Services already performed but may apply to future appointments or ongoing arrangements after notice has been given to the Client.
16. 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.
17. Entire Agreement
These Terms and Conditions, together with any written confirmation or agreement issued by the Company, set out the entire agreement between the Client and the Company in relation to the Services. No other statement, representation or warranty not expressly contained in these documents shall be binding upon the Company.
By booking or receiving Services from Carpet Cleaners TW7, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
