Carpet Cleaning TW9 Service Terms and Conditions

These Terms and Conditions govern the provision of professional carpet cleaning and related services by Carpet Cleaning TW9 to residential and commercial customers within its service area. By booking or using any of our services, you agree to be bound by these Terms and Conditions. You should read them carefully before making a booking.

1. Definitions

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

Customer means the individual, business or organisation requesting or receiving services from Carpet Cleaning TW9.

Company means Carpet Cleaning TW9, the provider of carpet cleaning and related services.

Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning or related work carried out by the Company.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed request for Services accepted by the Company.

Technician means any member of staff, subcontractor or representative engaged by the Company to perform the Services.

2. Scope of Services

The Company provides professional carpet and soft furnishing cleaning services in TW9 and surrounding areas. The specific Services to be delivered, including any additional treatments or specialist processes, will be agreed at the time of booking and confirmed in writing or by other durable means where appropriate.

The Company reserves the right to decline a booking or to refuse to carry out any part of the Services where, in the reasonable opinion of the Technician, it would be unsafe, unlawful, unsuitable for the condition of the items to be cleaned, or likely to cause damage.

3. Booking Process

Bookings may be requested by telephone, online enquiry or other approved communication channels as made available by the Company. A Booking will only be considered confirmed when the Company has accepted it and provided confirmation of the appointment date, time and agreed price or pricing basis.

The Customer is responsible for providing accurate information at the time of booking, including but not limited to the size and type of areas to be cleaned, the number and type of rooms, the nature of any stains, the condition and material of carpets or upholstery, and any particular access or parking restrictions at the Premises.

The Company reserves the right to amend the quoted price or decline to proceed if on arrival the information supplied at the time of booking is found to be inaccurate or incomplete. In such cases, the Customer will be informed before any work is carried out and may choose whether to proceed under the revised terms.

Appointment times are given in good faith but are estimates only. While the Company will use reasonable endeavours to arrive and complete the Services at the agreed time, delays may occasionally occur due to circumstances beyond our control. In such cases we will notify the Customer as soon as reasonably practicable.

4. Access and Customer Obligations

The Customer must ensure that the Technician has safe and reasonable access to the Premises at the scheduled time of the appointment, including suitable parking where applicable. Any charges for parking, access permits, or congestion zones are the responsibility of the Customer and may be added to the invoice.

The Customer must ensure that the areas to be cleaned are reasonably prepared before the Technician arrives. This may include removing fragile items, small furniture, personal belongings and other obstacles, unless specifically agreed that furniture moving is included in the Service.

The Customer must inform the Company of any known hazards at the Premises, including but not limited to loose floor coverings, electrical faults, water leaks, pets, or health and safety risks. The Customer should also advise of any previous damage, wear or discolouration to carpets or furnishings before cleaning commences.

Children and pets should be kept away from the working area during and immediately after the cleaning process, particularly while carpets and fabrics remain damp and cleaning equipment is in use.

5. Prices and Quotations

Prices are generally quoted based on the information provided by the Customer regarding the size, type and condition of the areas or items to be cleaned. Quotations may be given as a fixed price, an estimated price or a price per room, area or item.

All quotations are given exclusive of any applicable taxes or surcharges unless otherwise stated at the time of booking. If any additional work is required on site that was not reasonably apparent at the time of quotation, the Company will discuss any extra charges with the Customer before proceeding.

Promotions, discounts or special offers are subject to their own terms, may be withdrawn at any time and must be applied at the time of booking. Only one discount or promotion may be used per booking unless expressly stated otherwise.

6. Payment Terms

Unless otherwise agreed in writing, payment is due in full on completion of the Services at the Premises. The Company may accept various forms of payment, such as cashless methods or bank transfer, as notified to the Customer at the time of booking.

For commercial Customers or larger projects, alternative payment terms may be agreed in advance and confirmed in writing. In such cases, invoices are typically payable within a specified number of days from the invoice date. Failure to pay on time may result in the suspension of further Services and the application of reasonable late payment charges or interest in line with applicable law.

The Company reserves the right to request a deposit or full prepayment for certain bookings, such as high value Services, peak period appointments or where access or parking arrangements present additional risk of abortive costs.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a Booking by giving the Company reasonable notice prior to the scheduled appointment time. The minimum notice period required for cancellation or rescheduling will be notified at the time of booking.

If the Customer cancels or reschedules with less than the required minimum notice, the Company reserves the right to charge a late cancellation or rescheduling fee. This fee is intended to cover the costs and loss of opportunity incurred by the Company in reserving the appointment slot and preparing for the Service.

If the Technician is unable to gain access to the Premises at the agreed time due to circumstances within the Customer's control, this may be treated as a late cancellation and the corresponding fee may be charged.

In the unlikely event that the Company needs to cancel or reschedule a Booking, we will provide as much notice as reasonably practicable and, where possible, offer an alternative appointment. The Company shall not be liable for any indirect loss arising from such cancellation or rescheduling, but any prepayments for Services not provided will be refunded or credited to the Customer.

8. Condition of Carpets and Furnishings

The Customer acknowledges that the success of any cleaning process depends on the age, fibre type, construction, previous cleaning methods and existing condition of the carpets or furnishings. While the Company uses professional methods and products, no guarantee can be given that all stains, marks or odours will be removed, or that colour or texture will be restored to an original or like-new condition.

Certain stains, such as those caused by dyes, permanent markers, bleaches or substances that alter the colour or structure of fibres, may be permanent and cannot be fully removed. The Technician will use reasonable skill and care to treat stains where appropriate but will not be liable for unsuccessful stain removal where such results are outside normal professional expectations.

Pre-existing damage, wear, fading, shrinkage, loose seams, weak backing or other structural issues may limit the effect of cleaning and may occasionally become more apparent after cleaning. The Company will not be responsible for damage or deterioration resulting from factors that pre-date the Service or from inherent defects in carpets or furnishings.

9. Liability and Limitations

The Company will exercise reasonable skill and care in performing the Services. If the Customer is dissatisfied with any aspect of the work, they must notify the Company as soon as reasonably possible, and in any event within a reasonable period after completion of the Services, so that we can investigate and, where appropriate, seek to rectify the issue.

Where any loss or damage is directly caused by the negligence or breach of these Terms by the Company, our liability shall be limited, at our discretion, to either re-performing the relevant part of the Services at no additional charge, or paying fair and reasonable compensation up to the value of the affected item or the price paid for the Service, whichever is lower.

The Company shall not be liable for any indirect, consequential or purely economic loss, including but not limited to loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the provision of the Services.

Nothing in these Terms shall exclude or limit any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

10. Customer Property and Fragile Items

The Customer is responsible for removing or suitably protecting fragile items, valuables, electronic equipment and personal property in the areas where the Services will be carried out. The Company accepts no responsibility for damage to items that have not been removed from the working areas or that were inherently fragile or defective.

Where the Company has agreed to move or assist in moving furniture, this will be done with reasonable care. However, the Customer should ensure that any particularly delicate or high value items are identified in advance, and that adequate arrangements are made to protect them.

11. Waste Handling and Environmental Regulations

The Company will handle and dispose of any waste, including extracted soils, residues and used cleaning materials, in accordance with applicable waste management and environmental regulations. Where waste generated during the Services constitutes domestic waste arising at the Premises, it may remain on site for disposal through the Customer's usual waste collection arrangements.

Where the nature or quantity of waste produced requires special handling or licensed disposal, the Company will arrange for appropriate disposal or advise the Customer of any additional charges or requirements. The Customer agrees not to request or require the Company to dispose of any hazardous or prohibited substances in a manner contrary to relevant regulations.

The Company aims to use cleaning products and methods that are effective while seeking to minimise environmental impact where reasonably practicable. Customers should inform the Company in advance of any particular sensitivities, such as allergies or environmental concerns, so that suitable products can be selected where possible.

12. Health and Safety

The Company and its Technicians will comply with relevant health and safety legislation and take reasonable care to prevent accidents and injuries during the provision of the Services. The Customer agrees to co-operate in maintaining a safe working environment at the Premises.

Cleaning processes may leave carpets and furnishings damp for a period of time after completion. The Customer should take care when walking on damp surfaces and avoid placing items on them until they are fully dry. The Company will not be responsible for slip hazards or damage arising where reasonable aftercare instructions have not been followed.

13. Complaints and Resolution

If the Customer is not satisfied with the standard of the Services, they must contact the Company as soon as reasonably practicable, providing details of the issue and, where relevant, photographs. In most cases, the Company will offer to inspect the work and, if appropriate, to re-clean the affected areas or provide another reasonable remedy.

Complaints made long after the Service was completed, or where the areas have since been used, contaminated or cleaned by others, may not be eligible for rework or compensation. The Company will assess each complaint on its merits and seek to resolve it fairly and promptly.

14. Force Majeure

The Company shall not be in breach of these Terms or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include but are not limited to extreme weather, flooding, fire, accident, illness, transport disruption, strikes, or interruption of utilities.

In such circumstances, the Company will use reasonable endeavours to notify the Customer and to perform the Services at the next available opportunity.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or our operational requirements. The most recent version will apply to any new Bookings made after the date on which the updated Terms take effect.

For ongoing or repeat Services, the Company will provide reasonable notice of any significant changes to these Terms that may affect the Customer's rights or obligations.

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, the Services, or their formation.

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 deleted, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any specific written agreement or confirmed Booking details, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services. The Customer acknowledges that they have not relied upon any statement, promise or representation that is not set out in these documents.

By making a Booking or permitting the Services to be carried out, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.