Carpet Cleaning TW10 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning TW10 provides carpet and related cleaning services within its service area. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means any individual, business, landlord, tenant, agent or other organisation that books or receives services from Carpet Cleaning TW10.
Company means Carpet Cleaning TW10, the cleaning service provider.
Services means carpet cleaning and any additional cleaning services agreed between the Client and the Company from time to time.
Premises means the domestic or commercial property where the Services are to be carried out.
Booking means a confirmed request by the Client for Services on a specific date and time period, accepted by the Company.
2. Scope of Services
The Company provides professional carpet cleaning and related services within TW10 and the surrounding areas, subject to staff and equipment availability. The precise scope of work for each Booking will be as agreed between the Client and the Company prior to the appointment.
Services may include, but are not limited to, hot water extraction cleaning, low-moisture cleaning, stain treatment, deodorising and basic rug and upholstery cleaning where agreed. Any additional work requested on the day that was not included in the original Booking is subject to the Companys discretion, time availability and any extra charges that may apply.
3. Booking Process
3.1 A Booking may be made by the Client via the Companys chosen communication channels. The Company will confirm acceptance of the Booking, along with the agreed date, time window and indicative price or pricing basis.
3.2 All Bookings are subject to availability. The Company reserves the right to decline a Booking without providing a reason, for example where access is not possible, the Premises are unsafe, or the requested Services fall outside the Companys normal scope of work.
3.3 The Client must provide accurate information at the time of Booking, including the size and type of areas to be cleaned, the condition of the carpets, presence of stains, access arrangements, parking requirements and any relevant health and safety concerns.
3.4 If on arrival it becomes clear that the information provided was materially inaccurate or incomplete, the Company may adjust the quote, refuse to carry out all or part of the work, or reschedule the Booking. Any additional charges incurred due to inaccurate information will be the responsibility of the Client.
4. Access and Client Obligations
4.1 The Client is responsible for providing safe and timely access to the Premises at the agreed time. This includes ensuring that keys, entry codes or entry via a third party are available as arranged in advance.
4.2 The Client must ensure that the Premises are reasonably prepared for cleaning. In particular, carpets and areas to be cleaned should be as clear as reasonably possible of personal items, breakables, small furniture and loose objects. The Company does not undertake heavy lifting, dismantling of furniture or removal of bulky items unless expressly agreed in writing.
4.3 The Client must ensure adequate lighting, power and, where needed, access to water. If on arrival the Company is unable to carry out the Services due to lack of access, utilities or hazardous conditions, a call-out or cancellation fee may be charged in accordance with section 7.
4.4 The Client agrees to inform the Company of any known defects, damage, loose fittings, previous cleaning issues, or special requirements relating to the carpets, rugs or flooring, including but not limited to loose seams, fragile fibres, colour instability or prior water damage.
5. Pricing and Quotations
5.1 Prices are generally based on the size and condition of the areas to be cleaned, type of fabric or fibres, and the level of soiling. The Company may provide an estimate or a fixed price depending on the nature of the Booking.
5.2 Any quotation provided before inspection of the Premises is an estimate only and may be subject to adjustment once the operative has assessed the actual condition and size of the carpets or other items to be cleaned.
5.3 All prices quoted are exclusive of any parking costs, congestion charges or similar third-party charges that apply at or near the Premises. Such costs will be payable by the Client in addition to the quoted price.
5.4 The Company reserves the right to adjust its prices and fees at any time. However, once a Booking is confirmed, the price will not be changed except in circumstances where the scope of work differs from what was originally described by the Client.
6. Payments
6.1 Payment terms will be confirmed at the time of Booking. Unless otherwise agreed, payment is due on completion of the Services at the Premises.
6.2 The Company accepts such methods of payment as it may specify from time to time. The Client is responsible for ensuring that payment can be made at the agreed time.
6.3 For certain Bookings, especially larger or commercial jobs, the Company may require a deposit prior to the date of service. Deposits are non-refundable except as set out in these Terms and Conditions or where otherwise required by law.
6.4 If payment is not received on the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs of collection, including administrative and legal expenses where applicable.
7. Cancellations, Rescheduling and No-Show
7.1 The Client may cancel or reschedule a Booking by giving the Company reasonable notice. Unless otherwise agreed, at least 48 hours notice is required to cancel or reschedule without incurring a charge.
7.2 If the Client cancels or reschedules with less than 48 hours notice, the Company may charge a late cancellation fee. This may be up to a specified percentage of the quoted price or a minimum call-out fee, as advised to the Client at the time of Booking.
7.3 If the Client fails to provide access to the Premises at the agreed time or is not present if required, and the Company is unable to carry out the work, this may be treated as a late cancellation and a fee may be charged.
7.4 The Company will use reasonable endeavours to attend each Booking at the agreed time. However, appointment times are approximate and subject to traffic, adverse weather and other circumstances beyond the Companys control. Where a delay or need to reschedule arises, the Company will inform the Client as soon as reasonably possible and arrange a new appointment time.
7.5 In the rare event that the Company must cancel a Booking, any deposit paid by the Client will be refunded unless the Client agrees to apply it to a rescheduled appointment.
8. Service Standards and Limitations
8.1 The Company will perform the Services with reasonable skill and care, using accepted industry methods and suitable cleaning products for the type of carpet or fabric where information is available.
8.2 While the Company will make all reasonable efforts to remove stains and odours, complete removal cannot be guaranteed. Some substances can cause permanent discolouration or damage which cannot be rectified by cleaning.
8.3 Drying times vary depending on carpet type, weather conditions, ventilation and other factors. Any estimated drying times are approximate only. The Client is responsible for ensuring adequate ventilation and for taking reasonable precautions until carpets are fully dry.
8.4 The Client is advised to keep children, pets and other occupants away from recently cleaned and damp areas to avoid slips, re-soiling and potential damage. The Company accepts no liability for accidents or re-soiling caused by premature use of the cleaned areas.
9. Damage, Liability and Insurance
9.1 The Company will take reasonable care when carrying out the Services. If the Client believes that any damage has been caused by the Companys actions, the Client must notify the Company as soon as possible and in any event within 48 hours of completion of the Services, providing details and evidence of the issue.
9.2 The Companys liability for loss or damage arising from the provision of the Services shall be limited to the lesser of the cost of repair, the replacement value of the damaged item, or the total amount paid by the Client for the relevant Booking, except where such limitation is not permitted by law.
9.3 The Company will not be liable for:
a. Existing damage, defects, wear or soiling present before the Services commence.
b. Damage resulting from incorrect information provided by the Client.
c. Damage to items that the Company has advised are unsuitable for the requested cleaning method, where the Client has insisted on proceeding.
d. Indirect or consequential losses, including loss of profit, loss of enjoyment, or loss of opportunity.
9.4 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded or limited.
10. Health, Safety and Waste Regulations
10.1 The Company will comply with applicable health and safety regulations when providing the Services. Operatives are instructed to cease work if they consider the Premises to be unsafe or unsanitary in a way that poses a risk to health.
10.2 The Client must inform the Company of any hazardous materials, infestations, contamination, or other conditions at the Premises that may affect the safety of the Companys staff or the effectiveness of the cleaning process.
10.3 The Company will handle waste water and used cleaning solutions in compliance with relevant environmental and waste disposal regulations, ensuring that such waste is not discharged in a manner that could cause harm or breach local rules.
10.4 The Client must not request or require the Company to dispose of any hazardous substances or items that fall outside the usual scope of carpet cleaning waste. If such materials are encountered, the Company may refuse to handle them and may advise the Client to contact a specialist waste contractor.
11. Complaints and Service Issues
11.1 The Company aims to provide a professional service and welcomes feedback. If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as reasonably practicable.
11.2 In most cases, the Company will seek to investigate and, where appropriate, rectify any substantiated issues, which may include returning to the Premises to re-clean the affected area if this is considered reasonable and practical.
11.3 Complaints raised more than 48 hours after completion of the Services may be more difficult to assess and may limit the options available to the Company for remedial action.
12. Privacy and Confidentiality
12.1 The Company will treat Clients personal information with care and will only use it as necessary to provide the Services, manage Bookings, process payments and comply with legal obligations.
12.2 The Company will not sell or disclose Clients personal data to third parties for marketing purposes without consent. However, information may be shared with trusted partners or service providers where this is required to deliver the Services or operate the Companys business, subject to appropriate safeguards.
13. Variations to Terms
13.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Clients Booking will apply to that Booking unless a change is required by law or regulatory authority.
13.2 Continued use of the Services after any changes have been communicated will be taken as acceptance of the updated Terms and Conditions.
14. Governing Law and Jurisdiction
14.1 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.
14.2 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.
15. Severability
15.1 If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted.
15.2 Any modification or deletion of a provision or part-provision under this section shall not affect the validity and enforceability of the rest of these Terms and Conditions.
16. Entire Agreement
16.1 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings, agreements or representations, whether oral or written.
16.2 No variation to these Terms and Conditions shall be binding unless agreed in writing by the Company.
By placing a Booking with Carpet Cleaning TW10, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.
