Carpet Cleaners NW2 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners NW2 provides carpet, upholstery and related cleaning services to residential and commercial customers. By booking or using our services, 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 definitions apply:
1.1 Client means the person, company or organisation requesting or receiving services from Carpet Cleaners NW2.
1.2 Company means Carpet Cleaners NW2, the provider of the cleaning services.
1.3 Services means carpet cleaning, rug cleaning, upholstery cleaning and any additional cleaning or related work agreed between the Company and the Client.
1.4 Premises means the property or location where the Services are to be carried out.
1.5 Technician means an employee, subcontractor or representative appointed by the Company to perform the Services.
2. Scope of Services
2.1 The Company provides professional carpet, rug and upholstery cleaning services and may also provide additional related services where agreed in advance with the Client.
2.2 The exact scope of work, including the areas or items to be cleaned, any specialist treatments and any limitations, will be confirmed at the time of booking or during an initial visit where applicable.
2.3 The Company reserves the right to decline to provide Services where the Premises or items are unsafe, unsuitable for cleaning, or where access is not possible.
3. Booking Process
3.1 Bookings may be made by the Client through the Companys approved booking channels. By placing a booking, the Client confirms that they have the authority to do so and accepts these Terms and Conditions.
3.2 At the time of booking, the Client must provide accurate information, including the type and approximate size of areas or items to be cleaned, the location of the Premises, any parking restrictions, and any known issues such as heavy soiling, stains, pet odours or water damage.
3.3 The Company may provide an estimated price based on the information supplied by the Client. This estimate may be revised if, upon arrival, the Technician finds that the work required is different in nature or extent from what was originally described.
3.4 Bookings are subject to availability. The Company will make reasonable efforts to accommodate preferred dates and times but cannot guarantee specific slots until the booking is confirmed.
3.5 A booking is considered confirmed when the Company has acknowledged the booking details and, where applicable, received any required deposit or prepayment.
4. Access and Client Responsibilities
4.1 The Client is responsible for ensuring safe and reasonable access to the Premises at the agreed date and time. This includes providing necessary keys, access codes, instructions and information about any security systems or entry conditions.
4.2 The Client must ensure that the areas to be cleaned are reasonably clear of personal belongings, breakable items and excessive clutter. The Company is not responsible for moving heavy furniture, fragile items or personal effects unless expressly agreed in advance.
4.3 The Client must notify the Technician of any existing damage, weak flooring, loose carpets, unstable furniture or other hazards at the Premises before work begins.
4.4 The Client is responsible for providing access to electricity and water on site where required for the performance of the Services.
5. Pricing and Payment Terms
5.1 Prices for Services are based on the type and size of areas or items to be cleaned, the level of soiling, any specialist treatments required and the location of the Premises.
5.2 Unless otherwise stated, prices are quoted in pounds sterling and include all standard materials and equipment required to perform the Services.
5.3 The Company reserves the right to adjust the price where the scope of work is greater than originally described, where additional services are requested by the Client, or where extra time and materials are reasonably required. Any such adjustments will be explained to the Client.
5.4 Payment is due in full on completion of the Services, unless otherwise agreed in writing before work begins. The Company may, at its discretion, require a deposit or full prepayment for certain bookings, including larger projects or commercial contracts.
5.5 The Company accepts payment by the methods communicated to the Client at the time of booking. Cash payments, where accepted, must be made directly to the Technician on site.
5.6 For approved account or commercial Clients, invoices are payable within the payment terms stated on the invoice. The Company reserves the right to charge interest on overdue balances at the statutory rate until payment is received in full.
6. Cancellations, Rescheduling and No-Show Policy
6.1 The Client may cancel or reschedule a booking by giving the Company reasonable notice. The required notice period will be confirmed at the time of booking, but as a general guideline, at least 24 hours notice is requested for standard residential bookings and longer notice for larger or commercial jobs.
6.2 Where the Client cancels with less notice than agreed, the Company reserves the right to charge a cancellation fee, which may be up to the value of any deposit paid or a reasonable proportion of the agreed service price to cover lost time and costs.
6.3 If the Technician attends the Premises at the agreed time but is unable to gain access, or if the Client is not present where their presence has been agreed as necessary, this may be treated as a late cancellation and a call-out or cancellation fee may be charged.
6.4 The Company will use reasonable endeavours to attend the Premises on time and complete the Services as scheduled. However, appointment times are approximate and may be affected by traffic, weather or other unforeseen circumstances.
6.5 In the event that the Company must cancel or significantly reschedule a booking, the Client will be offered an alternative appointment. The Company will not be liable for any indirect losses or expenses incurred by the Client as a result of such changes.
7. Quality of Service and Complaints
7.1 The Company aims to deliver Services with reasonable care and skill in line with industry standards for professional carpet and upholstery cleaning.
7.2 Due to the nature of carpet and fabric fibres, existing wear, staining, fading, pile distortion and previous cleaning or treatments, it is not always possible to guarantee complete stain removal or restoration of an item to its original appearance.
7.3 If the Client is not satisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the work. The Company may request photographs or a follow-up visit to assess the issue.
7.4 Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area or provide a partial refund. Any remedy will be limited to the value of the Services provided for the specific area or item in question.
8. Client Property and Liability
8.1 The Company will take reasonable care when providing the Services, but the Client is responsible for securing valuable, fragile and personal items prior to the Technicians arrival.
8.2 The Company is not liable for items left in or on carpets, rugs or upholstery, such as jewellery, coins, documents or electronic devices, which may be damaged or displaced during the cleaning process.
8.3 The Companys liability for any damage to the Clients property directly caused by negligence in the provision of the Services shall be limited to the reasonable cost of repair or replacement, taking into account fair wear and tear, age and condition of the item.
8.4 The Company is not liable for pre-existing damage, defects, weak or loose carpets, shrinkage arising from latent defects in backing or installation, colour loss due to non-colourfast dyes, or damage resulting from prior cleaning, staining or treatments applied by the Client or third parties.
8.5 The Company will not be liable for any indirect or consequential loss, loss of profits, loss of business, loss of goodwill or loss of opportunity arising from the provision of the Services.
9. Health, Safety and Environmental Compliance
9.1 The Company complies with applicable health and safety legislation in the performance of its Services and uses cleaning solutions and equipment that are suitable for professional use when applied in accordance with manufacturer guidance.
9.2 The Client must inform the Company of any allergies, sensitivities or specific health concerns that may be relevant to the choice of cleaning products. While the Company will consider such requests, it cannot guarantee that certain reactions will not occur.
9.3 The Client must keep children, pets and vulnerable persons away from the immediate work area and from any equipment, cables, solutions or wet surfaces during and immediately after the cleaning process to ensure safety.
10. Waste Regulations and Disposal
10.1 In carrying out the Services, the Company will comply with relevant waste management and environmental regulations applicable to the handling, storage and disposal of wastewater, cleaning residues and other waste materials generated during the cleaning process.
10.2 Where wastewater from cleaning operations is discharged at the Premises, this will normally be via appropriate drainage points such as sinks, toilets or external drains, in accordance with local rules and water authority guidance.
10.3 The Company will not dispose of hazardous substances at the Premises and does not remove household waste, general rubbish or items such as carpets and upholstery for off-site disposal unless specifically agreed as an additional service and in compliance with applicable waste carrier and disposal regulations.
10.4 The Client is responsible for informing the Company of any known contamination, hazardous materials or special disposal requirements at the Premises. The Company reserves the right to refuse to handle or remove any items that may breach waste legislation or pose a risk to health, safety or the environment.
11. Insurance
11.1 The Company maintains insurance cover appropriate to the nature of its Services, including public liability cover, subject to the terms, conditions and exclusions of its policy.
11.2 Details of insurance cover may be made available to the Client on reasonable request. Any claim by the Client relating to damage or loss must be reported promptly and in any event within a reasonable period after becoming aware of the issue.
12. Force Majeure
12.1 The Company shall not be liable for any failure to perform, or delay in performance of, any of its obligations where such failure or delay is caused by events or circumstances beyond its reasonable control, including but not limited to extreme weather, flood, fire, accident, traffic disruption, strikes, acts of government or failure of utilities.
12.2 In such circumstances, the Company may suspend or reschedule the Services and will use reasonable efforts to agree a new appointment with the Client.
13. Use of Personal Data
13.1 The Company collects and processes personal data, such as name, address, access details and service history, for the purpose of managing bookings, providing Services and handling payments and enquiries.
13.2 Personal data will be handled in accordance with applicable data protection laws and used only for legitimate business purposes connected with the provision of Services or where the Client has given consent, where required.
14. Variations to these Terms
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry standards or business practices.
14.2 The version of the Terms and Conditions in force at the time of the Clients booking will apply to that particular booking, unless a change is required by law or agreed otherwise with the Client.
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 the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 the Services.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
16.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.
16.3 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, representations or agreements, whether oral or written, relating to the subject matter.
16.4 Nothing in these Terms and Conditions shall confer any rights on any third party under applicable third party rights legislation unless expressly stated.
