Terms and Conditions for Carpet Cleaners W5 Services
These Terms and Conditions set out the basis on which Carpet Cleaners W5 provides carpet, upholstery and related cleaning services to residential and commercial customers. 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 stated:
Company means Carpet Cleaners W5, the cleaning service provider.
Client means any individual, business or organisation that books or receives services from the Company.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, end of tenancy carpet cleaning or other related services carried out by the Company.
Premises means the property or location where the Services are to be performed.
Technician means any employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its operational area, including but not limited to properties in and around the W5 postcode and nearby districts. The exact nature and scope of the Services will be agreed at the time of booking, based on the Client's requirements and the Company’s assessment.
All Services are subject to availability and to the condition and accessibility of the Premises as found on arrival. The Company reserves the right to decline or modify a booking if the Premises are unsafe, inaccessible, significantly different in size or condition from the description provided, or otherwise unsuitable for the Services requested.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s accepted booking channels as communicated from time to time. The Client must provide accurate information including the property type, approximate room sizes, number and type of items to be cleaned, parking arrangements, access details, and any known stains, damage, or special requirements.
3.2 A booking is only confirmed when the Company has accepted the request and provided a confirmation, which may include the date, approximate arrival time or time window, description of Services, and the applicable charges. The Company may request additional information or clarification before confirming a booking.
3.3 Any quotations provided prior to confirmation are estimates based on the information supplied by the Client. The Company reserves the right to adjust the price on arrival if the information provided was inaccurate or incomplete, or if the condition or size of the areas or items to be cleaned differs materially from that described.
3.4 The Client is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed time, or that suitable arrangements have been made for access, such as keys left with a concierge or key safe. Failure to provide access may be treated as a late cancellation.
4. Client Responsibilities
4.1 The Client must ensure that:
All personal belongings, breakables, valuables, and important documents are safely stored away from the areas to be cleaned.
Pets and children are supervised and kept clear of the working areas and equipment.
Sufficient lighting, power, and hot and cold water are available at the Premises.
Reasonable access is provided for the Technician to bring in equipment and materials, including from any available parking.
4.2 The Company is not responsible for moving heavy furniture, fragile items, electrical equipment, or items that could reasonably be moved by the Client in advance. Where the Technician agrees to assist with moving items, this is at the Client's risk and the Company accepts no liability for damage arising from such assistance unless caused by the Technician’s negligence.
4.3 The Client must inform the Company of any existing damage, defects, loose fittings, unstable furnishings, or high-value items in the areas to be cleaned, and of any manufacturer guidance or warranty limitations relevant to the carpets or fabrics.
5. Pricing and Payment Terms
5.1 Prices are normally quoted per room, per item, per square metre or per job. All prices are stated in pounds sterling and are inclusive of applicable taxes unless explicitly stated otherwise.
5.2 The Company reserves the right to amend its prices at any time. Any confirmed booking will be honoured at the price agreed at the time of confirmation, unless the scope of work or information provided by the Client has materially changed.
5.3 Payment is due in full on completion of the Services unless agreed otherwise in writing prior to the booking. The Company may, at its discretion, require a deposit or full prepayment to secure a booking, especially for larger jobs, commercial work, or appointments at peak times.
5.4 Accepted methods of payment will be communicated by the Company and may include cash, card payment, or bank transfer. The Client must ensure that cleared funds are available at the time payment is due.
5.5 For commercial Clients or where credit terms are expressly agreed in writing, invoices are payable within the specified period. If no period is specified, payment is due within 14 days of the invoice date. The Company reserves the right to charge interest and reasonable debt recovery costs on overdue amounts.
6. Cancellations, Rescheduling and No-Shows
6.1 The Client may cancel or reschedule a booking by giving notice to the Company. Cancellations or rescheduling requests must be received within the timescales specified by the Company to avoid charges. As a general guideline, cancellations made more than 48 hours before the appointment time will not incur a cancellation fee.
6.2 The Company reserves the right to apply a cancellation or rescheduling charge for appointments cancelled or changed on short notice, or for failure to provide access to the Premises at the agreed time. This charge may be up to the full price of the booking, particularly where the Technician has already travelled to the Premises.
6.3 If the Technician is unable to attend due to circumstances beyond the Company’s control, such as severe weather, accidents, road closures, illness, or equipment failure, the Company will notify the Client as soon as reasonably possible and offer to reschedule the appointment. The Company will not be liable for any consequential losses arising from such delays or cancellations.
6.4 If the Client arrives late or delays the start of the Services beyond a reasonable period, the Technician may need to shorten or alter the Services to stay within schedule, and the full charge may still apply.
7. Service Standards and Limitations
7.1 The Company aims to deliver Services with reasonable care and skill using industry-appropriate methods and products. However, the Client acknowledges that:
Certain stains, odours, or marks may be permanent and cannot be completely removed.
Results may vary depending on the age, type, and condition of the carpet or fabric, previous cleaning or treatments, and general wear.
7.2 The Technician will assess the items to be cleaned and may conduct spot tests where appropriate. If the Technician believes that cleaning may damage the item or that satisfactory results are unlikely, the Technician will discuss this with the Client. The Company may decline to proceed or may proceed on the basis that the Client accepts the risk and limitations.
7.3 The Client must follow any aftercare instructions provided by the Technician, including guidance on drying times, ventilation, and avoiding foot traffic on damp carpets. The Company is not responsible for damage or re-soiling resulting from failure to follow such instructions.
8. Damage, Complaints and Liability
8.1 The Company will take reasonable care when providing the Services. In the unlikely event of accidental damage caused by the Technician, the Client must notify the Company as soon as the damage is discovered and in any event within 48 hours of completion of the Services.
8.2 The Company’s liability for any damage, loss, or claim arising out of or in connection with the Services shall be limited, at the Company’s option, to the supply of the Services again or the payment of the cost of having the Services supplied again, or reasonable repair of the affected item where this is feasible.
8.3 The Company will not be liable for:
Any pre-existing damage, wear, fading, discolouration, or defects, whether visible or not, including but not limited to loose seams, weakened fibres, or unstable dyes.
Damage arising from the Client’s failure to inform the Company of relevant information, such as material type, prior treatments, or manufacturer restrictions.
Any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
8.4 If the Client is dissatisfied with any aspect of the Services, they must contact the Company within 48 hours of completion. Where appropriate, the Company may arrange a revisit to inspect and, if reasonable, attempt to rectify the issue. The Company’s obligation will not exceed providing a re-clean of the affected area or a proportionate refund at its discretion.
9. Health, Safety and Environmental Compliance
9.1 The Company uses cleaning solutions and equipment chosen to be effective and, where possible, environmentally responsible. Safety data for products used is available on request.
9.2 The Client must inform the Company of any allergies, sensitivities, or health concerns relevant to the occupants of the Premises before the Services begin. The Company will endeavour to take reasonable steps in response to such information, but cannot guarantee that all reactions or sensitivities will be avoided.
9.3 The Client must ensure that access routes and working areas are free from hazards that could endanger the Technician or others, including wet floors, loose wiring, obstructive clutter, or unsafe structures.
10. Waste Handling and Regulations
10.1 In the course of providing Services, the Company may generate waste water, used cleaning solutions, debris extracted from carpets and upholstery, and packaging from products used.
10.2 The Company will handle and dispose of waste in accordance with applicable UK legislation and local authority requirements. This may include disposing of waste water via appropriate drains at the Premises where permitted, or removing certain types of waste for off-site disposal.
10.3 The Client agrees to allow the Technician to use suitable drainage facilities at the Premises, such as toilets or sinks, for the disposal of waste water where this is considered safe and lawful. The Technician will not dispose of waste in a manner that is knowingly contrary to environmental or waste regulations.
10.4 Where any special waste is generated, or where regulations require additional arrangements, the Company may charge a reasonable fee to cover compliant handling, transport, and disposal.
11. Access, Parking and Charges
11.1 The Client is responsible for arranging suitable parking for the Technician’s vehicle as close as reasonably possible to the Premises. Any parking fees, permits, or congestion and emissions charges incurred in connection with the booking may be added to the final invoice.
11.2 If convenient parking is not available and this significantly increases the time or effort required to transport equipment, the Company reserves the right to adjust the fee or limit the scope of Services to what is reasonably achievable.
12. Privacy and Data Protection
12.1 The Company collects and processes personal data such as names, addresses, and contact details for the purposes of managing bookings, providing Services, handling payments, and administering customer relationships.
12.2 The Company will take reasonable steps to keep such information secure and will not sell or disclose personal data to third parties except where necessary to deliver the Services, process payments, comply with legal obligations, or enforce these Terms and Conditions.
13. Variations to Services or Terms
13.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.
13.2 Any variation to the agreed Services must be mutually agreed between the Client and the Technician on site or confirmed by the Company. Additional work requested by the Client may incur extra charges based on the Company’s current rates.
14. Force Majeure
14.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, transport disruptions, pandemics, or acts of government.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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.
16. Severability
16.1 If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.
17. Entire Agreement
17.1 These Terms and Conditions, together with any written confirmation or schedule of Services provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior agreements, understandings, or representations, whether oral or written.
By booking or receiving Services from Carpet Cleaners W5, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.
