Carpet Cleaners TW1 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners TW1 provides carpet, upholstery and related cleaning services. By booking a service with us, 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 have the meanings set out below:
Client means the person, firm or company who requests and or pays for the services.
Company means Carpet Cleaners TW1, the cleaning service provider.
Services means any carpet, rug, upholstery, mattress or other cleaning and related services provided by the Company.
Property means the premises at which the Services are to be carried out.
Technician means a person engaged by the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services for domestic and commercial Clients within its service area. The exact specification of the Services, including areas to be cleaned, type of treatment, and any additional work, will be agreed at the time of booking and confirmed by the Company.
The Company reserves the right to decline any work that it reasonably considers unsafe, unsuitable, or beyond the scope of the Services normally provided, including but not limited to work at height, hazardous materials, or severely damaged flooring or furnishings.
3. Booking Process
3.1 Booking request
Bookings may be requested via the Company's accepted communication channels. A booking request does not constitute a confirmed booking until it has been accepted and scheduled by the Company.
3.2 Information required
The Client must provide accurate and complete information, including the Property address, access details, type and approximate size or number of items to be cleaned, parking information, and any known issues such as stains, pet odours or delicate materials. The Company relies on this information to provide an estimate and select appropriate equipment and products.
3.3 Estimates and quotations
Any price given prior to inspection of the Property is an estimate based on the information supplied by the Client. The Company reserves the right to amend the estimate on arrival if the information provided was inaccurate or incomplete, or if the actual condition of the items or area is materially different from that described.
Where possible, the Technician will advise the Client of any change to the price before commencing work. If the Client does not agree to the revised price, the Company may cancel the booking and a call-out fee may apply, where this has been notified in advance.
3.4 Booking confirmation
A booking is only confirmed when the Company has acknowledged the booking and provided a date and time, and where applicable, when any required deposit has been received. The Company will make reasonable efforts to meet the Client's preferred date and time but does not guarantee availability.
4. Access and Client Responsibilities
The Client must ensure that the Technician has safe, timely and reasonable access to the Property at the agreed time, including suitable parking arrangements where necessary for the equipment and vehicle.
The Client is responsible for moving fragile, valuable or easily damaged items from the areas to be cleaned, and for ensuring that floors and access routes are free from hazards. Unless previously agreed, the Company does not move heavy furniture, electrical appliances, or personal items.
The Client must notify the Technician before work begins of any known defects, damage, loose fittings, previous issues, or materials requiring special care. This includes but is not limited to loose carpet seams, insecure grippers, colour-sensitive fabrics, or pre-existing stains or damage.
5. Payments and Charges
5.1 Prices
All prices will be quoted in pounds sterling. Unless expressly stated otherwise, prices are inclusive of standard cleaning materials and equipment. Any additional charges, such as congestion or parking fees incurred while providing the Services, may be added to the final invoice if they result directly from the provision of the Services.
5.2 Payment terms
Payment is due immediately upon completion of the Services, unless the Company has agreed alternative payment terms in writing before the booking date. For commercial Clients, different payment terms may be agreed subject to satisfactory credit checks and account arrangements.
Accepted payment methods will be confirmed by the Company and may include card payments, bank transfer or other cashless options. The Company reserves the right not to accept cheques or cash.
5.3 Deposits
The Company may require a deposit to secure a booking, particularly for larger jobs, commercial work or bookings at peak times. Any required deposit amount and terms will be communicated at the time of booking. The booking is not confirmed until the deposit is received.
5.4 Late payment
Where payment is not made when due, the Company may charge interest on the outstanding amount at the statutory rate permitted under UK law until payment is received in full. The Client shall also be liable for any reasonable costs incurred by the Company in recovering overdue amounts, including debt collection and legal costs.
6. Cancellations, Rescheduling and No-Show
6.1 Client cancellations
The Client may cancel or reschedule a booking by giving the Company reasonable notice before the scheduled start time. The minimum notice period required, and any applicable cancellation charge, will be communicated at the time of booking. As a general guideline, cancellation with less than 24 hours' notice may incur a cancellation fee and any non-refundable deposit may be retained.
6.2 Company cancellations
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, equipment failure, severe weather, transport disruption or safety concerns. In such cases, the Company will notify the Client as soon as reasonably practicable and offer an alternative appointment. The Company shall not be liable for any loss arising from such cancellation or rescheduling, beyond refunding any deposit already paid for the affected booking.
6.3 No access and waiting time
If the Technician attends the Property at the agreed time but is unable to gain access or commence work due to circumstances within the Client's control, the Company may charge a call-out fee or a portion of the quoted price to cover time and travel costs. If substantial waiting time is incurred due to late access, the Company may, at its discretion, either reduce the cleaning time proportionally or charge for the additional time.
7. Service Standards and Limitations
The Company will provide the Services with reasonable skill and care, using suitable equipment and cleaning products as determined by the Technician, taking into account the nature and condition of the items and surfaces to be cleaned.
While the Company aims to achieve high-quality cleaning results, it does not guarantee that all stains, marks, odours or discolourations can be removed completely. The outcome will depend on factors such as the type of stain, age, prior treatment, material type and general condition. Pre-existing damage, wear, fading or pile distortion cannot be reversed.
Any advice given by the Technician regarding likely results or outcomes is an opinion based on experience and does not constitute a guarantee.
8. Client Inspection and Complaints
The Client is encouraged to inspect the completed work with the Technician at the end of the appointment, where possible, and raise any immediate concerns at that time. If the Client is not present, the Services will be deemed accepted unless a concern is raised within a reasonable period, generally within 48 hours of completion.
Any complaint must include details of the issue and, where appropriate, supporting information. The Company will investigate complaints in good faith and may request access to the Property to inspect the work. Where a complaint is found to be justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or propose an alternative remedy. This will be the Client's sole and exclusive remedy for any dissatisfaction with the Services, save where otherwise required by law.
9. Liability and Insurance
The Company holds appropriate liability insurance for the Services provided. Details can be supplied on request.
The Company's liability for any direct loss or damage caused by its negligence or breach of contract shall, to the extent permitted by law, be limited to the lower of the cost of repairing the damage or the value of the affected item, taking into account age, condition and fair wear and tear, and in any event shall not exceed the amount paid or payable by the Client for the specific Services giving rise to the claim.
The Company shall not be liable for:
Any pre-existing damage, defects, wear, discolouration or deterioration, including issues that become more visible after cleaning.
Shrinkage, colour loss or texture change where the item is old, poorly fitted, previously damaged, or unsuitable for the cleaning process, especially where the Client has not disclosed relevant information.
Any indirect, special, incidental or consequential loss, including loss of profit, loss of business, loss of use, or loss of opportunity.
Any damage or loss arising from failure to follow the Technician's aftercare advice, such as walking on damp carpets, replacing furniture too soon, or improper ventilation.
Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited under UK law.
10. Waste Handling and Environmental Compliance
The Company conducts its operations in compliance with applicable UK waste and environmental regulations. Used cleaning solutions and extracted waste water generated during the Services will be managed in accordance with relevant standards and guidance.
Where waste is removed from the Property, it will be disposed of via appropriate facilities or systems. The Client must not request the Company to dispose of hazardous or controlled waste that falls outside the normal scope of carpet and upholstery cleaning, such as clinical waste, asbestos, or chemical contaminants. The Company reserves the right to refuse to handle any such materials and may terminate the Services if hazardous substances are discovered.
The Client is responsible for informing the Company of any contamination or unusual conditions that may affect the safe handling or disposal of waste arising from the Services.
11. Health and Safety
The Company is committed to maintaining safe working practices for its Technicians and Clients. Technicians are instructed to follow appropriate health and safety procedures, including correct use of equipment, electrical safety, manual handling, and use of personal protective equipment where needed.
The Client agrees to support a safe working environment by keeping children, pets and other occupants away from work areas and equipment, and by not asking Technicians to perform tasks which are unsafe or outside their training or equipment capability.
12. Data Protection and Privacy
The Company collects and processes personal data of Clients for purposes including handling enquiries, managing bookings, processing payments, and improving services. Personal data will be handled in accordance with applicable UK data protection law.
Client information will not be sold to third parties. It may be shared with service providers engaged by the Company where necessary to deliver the Services, process payments, or meet legal or regulatory obligations.
13. Amendments to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or its business operations. Any updated Terms and Conditions will apply to new bookings from the date they are published or communicated. For existing bookings, the version in force at the time of confirmation will normally continue to apply unless otherwise required by law.
14. 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 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 the Services, including disputes relating to their existence, validity or termination.
15. Severability
If any provision of these Terms and Conditions is held by a court or other 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.
16. Entire Agreement
These Terms and Conditions, together with any specific written agreement or confirmation issued by the Company in relation to a particular booking, constitute the entire agreement between the Client and the Company in respect of the Services. The Client acknowledges that no representations, undertakings or promises have been relied upon that are not expressly set out in these documents, save where they cannot lawfully be excluded.
By proceeding with a booking, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.
