Carpet Cleaning TW1 Terms and Conditions of Service

These Terms and Conditions govern the provision of carpet and related cleaning services by Carpet Cleaning TW1 to customers within its service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual, company or organisation purchasing services from Carpet Cleaning TW1.

Company, we, us or our means Carpet Cleaning TW1, the cleaning service provider.

Services means carpet cleaning and any additional cleaning services agreed in writing or verbally between the Customer and the Company.

Premises means the property at which the Services are to be carried out.

Terms means these Terms and Conditions, as updated from time to time.

2. Scope of Services

The Company provides professional carpet cleaning services and, where agreed, may also provide upholstery, rug, or other soft furnishing cleaning within its service area, which includes but is not limited to the TW1 postcode district and surrounding locations.

The specific Services to be provided, including the areas to be cleaned, type of cleaning, and any additional tasks, will be confirmed at the time of booking. Any changes to the agreed Services must be requested and approved by the Company before work commences or, if already in progress, may be subject to additional charges.

3. Booking Process

3.1 Bookings may be made by the Customer by telephone, in person, or via any booking form or enquiry system made available by the Company from time to time. The Customer must provide accurate and complete information about the Premises and the required Services.

3.2 A booking is deemed to be an offer by the Customer to purchase Services in accordance with these Terms. The Company reserves the right to accept or decline any booking at its discretion.

3.3 A booking will only be considered confirmed when the Company has provided verbal or written confirmation, which may include the agreed date and time, the indicative price, and any pre-service requirements such as access instructions or parking arrangements.

3.4 The Customer is responsible for ensuring that the date and time of the appointment are suitable and that access to the Premises will be available at the agreed time. Any restrictions regarding parking, building entry systems, or security procedures must be communicated to the Company during the booking process.

4. Access to the Premises

4.1 The Customer must ensure that the Company has safe and timely access to the Premises at the agreed appointment time. Failure to provide access, including due to incorrect keys, entry codes, or absence of authorised persons, may result in a call-out fee or cancellation charge.

4.2 The Customer must ensure that electricity and, where necessary, water are available at the Premises for the duration of the Services. If such utilities are not available, the Company may be unable to complete the work and reserves the right to charge a fee for wasted time and travel.

4.3 If parking is required, the Customer is responsible for obtaining any necessary permits or authorisations and for informing the Company of any restrictions. Any parking charges or fines incurred due to incomplete or incorrect information provided by the Customer may be added to the final invoice.

5. Customer Obligations

5.1 The Customer must remove small items, fragile objects, valuables, items of sentimental value, and any personal belongings from the areas to be cleaned prior to the arrival of the Company’s operatives. The Company will not be liable for loss of or damage to items that have not been removed as requested.

5.2 The Customer must inform the Company of any known defects, weaknesses, or pre-existing damage to carpets, rugs, upholstery, or flooring, including but not limited to loose seams, frayed edges, colour fading, deep staining, or previous cleaning treatments.

5.3 The Customer must ensure that any pets are safely secured away from the work areas and that children and other occupants do not interfere with the operation of machinery or chemicals used during the Services.

5.4 The Customer is responsible for complying with any instructions given by the Company regarding drying times, ventilation, and aftercare following completion of the Services.

6. Pricing and Quotations

6.1 Prices for the Services are usually provided as an estimate based on the information supplied by the Customer at the time of booking. The Company reserves the right to amend the price if the information provided proves to be inaccurate or if additional work is requested or required.

6.2 Unless otherwise stated, all prices are inclusive of labour, cleaning solutions, and the use of equipment required to perform the agreed Services. Any additional charges, such as for difficult access, heavily soiled items, or extra treatments, will be communicated to the Customer as soon as reasonably practical.

6.3 If, upon arrival at the Premises, the scope of work is significantly different from that described at the time of booking, the Company may provide a revised quotation. If the Customer does not accept the revised quotation, the Company may cancel the job and reserves the right to charge a reasonable call-out fee to cover time and travel costs.

7. Payments and Invoicing

7.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the Services.

7.2 The Company may accept various payment methods, which may include cash, bank transfer, or card payment, subject to availability. The acceptable methods of payment will be communicated by the Company in advance.

7.3 For commercial Customers or larger jobs, the Company may require a deposit or partial pre-payment to secure the booking. Any such deposit will be deducted from the final invoice. The deposit may be non-refundable in the event of late cancellation as set out in these Terms.

7.4 Invoices are due for payment by the stated due date. If payment is not received by that date, the Company reserves the right to charge interest and late payment fees in accordance with applicable UK legislation.

7.5 The Customer must raise any queries or disputes relating to an invoice within 7 days of the date of the invoice. After this period, the invoice will be deemed accepted.

8. Cancellations and Rescheduling

8.1 The Customer may cancel or reschedule a booking by providing notice to the Company. Specific notice periods may apply and will be communicated at the time of booking.

8.2 If the Customer cancels or reschedules an appointment with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full quoted price of the Services.

8.3 If the Customer is not present at the Premises at the agreed time, or if the Company cannot gain access or carry out the Services due to circumstances within the Customer’s control, this may be treated as a late cancellation and the relevant fee may apply.

8.4 The Company may need to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, extreme weather, or transport disruption. In such cases, the Company will seek to provide as much notice as possible and will offer an alternative appointment. The Company will not be liable for any losses arising from such cancellation or rescheduling.

9. Service Standards and Limitations

9.1 The Company will carry out the Services with reasonable skill and care and in accordance with generally accepted industry practices.

9.2 While the Company aims to achieve the best possible results, complete stain or odour removal cannot be guaranteed, particularly where stains are old, set-in, caused by certain substances, or where previous cleaning attempts or damage have occurred.

9.3 Drying times for carpets and upholstery will vary according to fabric type, level of soiling, ventilation, and ambient conditions. The Company will provide guidance, but cannot guarantee exact drying times.

9.4 The Customer accepts that certain types of staining, wear, or damage may be more apparent after cleaning, and that colour loss or shading may become visible once dirt and residues are removed. The Company is not responsible for such pre-existing conditions.

10. Liability and Insurance

10.1 The Company will take reasonable care when performing the Services and will maintain appropriate insurance cover in respect of its legal liabilities.

10.2 The Company’s total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid or payable by the Customer for the specific Services giving rise to the claim.

10.3 The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of opportunity, or loss of enjoyment.

10.4 The Company is not liable for any damage or deterioration arising from defects in materials, construction, installation, or existing wear and tear, nor for issues that were not reasonably apparent prior to cleaning.

10.5 The Customer must notify the Company of any alleged damage or service issue as soon as reasonably practicable and, in any event, within 48 hours of completion of the Services. The Company may require an opportunity to inspect and, if appropriate, to attempt to remedy the issue.

11. Health, Safety and Environmental Compliance

11.1 The Company will take reasonable steps to ensure that cleaning solutions and equipment are used safely and in accordance with manufacturer instructions and applicable health and safety regulations.

11.2 The Customer must inform the Company of any health and safety risks present at the Premises, including hazardous materials, loose wiring, damaged flooring, or restricted ventilation.

11.3 The Customer agrees to follow any instructions given by the Company relating to temporary exclusion from treated areas, ventilation requirements, and precautions relating to pets, children, or individuals with allergies or respiratory conditions.

12. Waste Regulations and Disposal

12.1 The Company will handle waste generated during the provision of the Services in accordance with applicable UK waste and environmental regulations.

12.2 General waste arising directly from the cleaning process, such as used cleaning solutions, extracted dirt, and disposable materials, will be managed by the Company in a lawful and responsible manner.

12.3 The Company is not responsible for the removal or disposal of bulky items, furniture, or household waste that is not directly related to the cleaning process unless specifically agreed as part of the Services and priced accordingly.

12.4 If the Customer requests the removal of certain items deemed to be controlled or regulated waste, the Company reserves the right to refuse or to charge an additional fee to cover compliant handling and disposal.

13. Complaints and Service Issues

13.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied, they should notify the Company as soon as possible so that the matter can be investigated.

13.2 Where a complaint is upheld and it is reasonably possible to do so, the Company may offer to re-clean the affected area or provide another appropriate remedy at its discretion.

13.3 Making a complaint does not remove the Customer’s obligation to pay for Services that have been properly provided in accordance with these Terms.

14. Personal Data

14.1 The Company may collect and process personal data about the Customer for the purposes of managing bookings, providing Services, processing payments, and handling enquiries or complaints.

14.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to keep such data secure.

15. Amendments to These Terms

15.1 The Company reserves the right to update or amend these Terms from time to time. The current version will apply to all bookings made after the date on which the updated Terms are published or otherwise made available.

15.2 Any changes to the Terms will not affect existing bookings unless required by law or mutually agreed between the Company and the Customer.

16. Governing Law and Jurisdiction

16.1 These Terms and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 or the Services provided by the Company.

17. General Provisions

17.1 If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent any further exercise of that or any other right or remedy.

17.3 These Terms constitute the entire agreement between the Customer and the Company relating to the provision of the Services and supersede any prior agreements, understandings or arrangements, whether oral or written.

By booking carpet cleaning or related services with Carpet Cleaning TW1, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.