Carpet Cleaners W3 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W3 provides carpet cleaning and related services to customers within our service area. By making a booking, accepting a quotation, or permitting our operatives to commence work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means Carpet Cleaners W3, the provider of the services.
1.2 "Customer" means the individual or organisation booking or receiving the services.
1.3 "Services" means carpet cleaning and any associated cleaning or treatment services agreed between the Company and the Customer.
1.4 "Premises" means the property or area where the Services are to be carried out.
1.5 "Operative" means any employee, contractor, or representative of the Company carrying out the Services.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services at residential and commercial premises within its designated service area.
2.2 The exact scope of Services, including the number of rooms or areas to be cleaned, type of cleaning required and any additional treatments, will be confirmed at the time of booking or in the quotation provided to the Customer.
2.3 The Company reserves the right to decline any booking where the Premises are unsafe, inaccessible, or otherwise unsuitable for the provision of the Services.
3. Booking Process
3.1 Bookings for Services may be made by the Customer through the Company’s accepted booking channels as advertised from time to time.
3.2 The Customer must provide accurate and complete information at the time of booking, including the address of the Premises, type and approximate size of areas to be cleaned, parking arrangements, and any known access restrictions or special circumstances.
3.3 All bookings are subject to availability. The Company will confirm the booking date and time with the Customer. A booking will only be considered confirmed once the Customer has received a clear confirmation from the Company.
3.4 The Company may request photographs or additional details about the Premises and the items to be cleaned in order to provide an accurate quotation and determine the appropriate method of cleaning.
3.5 Any changes to the booking details requested by the Customer, including date, time, or scope of work, are subject to the Company’s approval and availability. The Company may adjust the quotation and fees where the scope of work changes.
4. Access to the Premises
4.1 The Customer is responsible for ensuring that the Operatives have safe and reasonable access to the Premises at the agreed date and time.
4.2 The Customer must provide access instructions in advance where necessary, including any codes, keys, passes, or permits required to enter the Premises or park nearby.
4.3 If the Operatives are unable to gain access to the Premises or parking cannot be arranged within a reasonable distance, the Company may treat the visit as a cancellation by the Customer and apply the relevant charges set out in these Terms and Conditions.
4.4 The Customer must ensure that electricity and water are available at the Premises during the provision of the Services unless otherwise agreed in writing.
5. Customer Responsibilities
5.1 The Customer is responsible for removing fragile, valuable, or easily breakable items from the areas to be cleaned before the arrival of the Operatives.
5.2 The Customer must inform the Company of any pre-existing damage, stains, defects, loose fittings, or fragile materials at the Premises or on any carpets, rugs, or upholstery to be cleaned.
5.3 The Customer must ensure that children, pets, and other occupants are kept away from the work areas and any equipment or cleaning solutions used during the provision of the Services.
5.4 The Customer must not walk on freshly cleaned carpets with outdoor shoes or allow pets onto damp areas until they are fully dry, in order to avoid re-soiling or damage.
6. Pricing and Quotations
6.1 Prices for the Services are based on the information provided by the Customer and are subject to change if that information is inaccurate or incomplete.
6.2 Any quotation provided by the Company is an estimate based on the description of the work required. The Company reserves the right to amend the quotation on inspection of the Premises or during the provision of the Services where the actual condition or size of the areas differs from that described.
6.3 All prices are stated in pounds sterling. Any applicable taxes will be included in the price or clearly stated to the Customer where relevant.
6.4 Additional charges may apply for heavily soiled areas, stain removal treatments, specialist cleaning solutions, or work that extends beyond the standard scope of Services.
7. Payments
7.1 Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services, depending on the nature of the work and the Customer’s status.
7.2 The Company accepts payment by the methods stated in its current payment policy. The Customer is responsible for ensuring that payment details are valid and that sufficient funds are available.
7.3 Where payment is due on completion, it must be made immediately upon the Operative finishing the Services, unless other arrangements have been agreed in writing.
7.4 For account Customers or commercial clients with agreed credit terms, invoices must be settled within the agreed period from the invoice date. The Company reserves the right to charge interest and recovery costs on overdue amounts in accordance with applicable UK legislation.
7.5 The Company may suspend or refuse further Services to any Customer who fails to pay sums due on time.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by giving the Company notice in accordance with this clause.
8.2 If the Customer cancels or reschedules a booking with more than 48 hours’ notice before the scheduled start time, any pre-paid amounts may be refundable or transferable at the Company’s discretion, subject to reasonable administrative deductions.
8.3 If the Customer cancels or reschedules a booking with less than 48 hours’ notice, the Company reserves the right to charge a cancellation fee of up to 50 per cent of the quoted price, or to retain any deposit paid.
8.4 If the Customer cancels or reschedules a booking with less than 24 hours’ notice, or if the Operatives cannot gain access to the Premises at the agreed time, the Company may charge the full quoted price.
8.5 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, illness, equipment failure, or other operational issues. In such cases, the Company will offer an alternative appointment, and any pre-paid sums for Services not provided will be refunded or credited.
9. Service Quality and Complaints
9.1 The Company aims to provide Services with reasonable care and skill consistent with professional carpet cleaning standards.
9.2 The Customer must inspect the work upon completion wherever reasonably possible. If the Customer is not satisfied with the quality of the Services, they should raise the issue with the Operative at the time or notify the Company as soon as possible and within 48 hours of completion.
9.3 The Company will investigate any complaint and may, at its discretion, arrange for a re-clean of the affected area or offer a partial refund where appropriate. The Customer must allow the Company reasonable access to inspect or rectify any issues raised.
9.4 Normal wear, permanent staining, damage, pile distortion or discolouration that cannot be removed or reversed by standard cleaning methods will not be treated as a failure of the Services.
10. Stain and Odour Removal
10.1 The Company will use appropriate methods and products to attempt removal of stains and odours but cannot guarantee that all stains, marks, or smells will be removed entirely.
10.2 Certain substances, including but not limited to dyes, bleaches, permanent inks, pet urine, and chemical spills, may cause permanent damage or discolouration that cleaning cannot fully rectify.
10.3 Any estimate of likely results provided by the Company is an opinion only and does not constitute a guarantee of outcome.
11. Liability and Insurance
11.1 The Company holds appropriate insurance cover for its operations, including public liability, subject to the terms and exclusions of the relevant policies.
11.2 The Company will exercise reasonable care when providing the Services. However, the Company shall not be liable for any damage or loss arising from:
a. Pre-existing defects or weakness in carpets, rugs, upholstery, or fittings;
b. Wear, tear, fading, shrinkage, or colour loss that becomes apparent following cleaning;
c. Any deterioration of fabric or materials where suitable cleaning has been carried out in line with industry practice;
d. Failure by the Customer to follow the advice or instructions given by the Company or Operatives, including regarding drying times or re-entry to cleaned areas.
11.3 The Company’s total liability in respect of any claim arising out of the provision of the Services shall be limited to the lesser of the cost of rectifying the damage or the total amount paid by the Customer for the relevant Services, except where such limitation is not permitted by law.
11.4 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under UK law.
12. Waste Handling and Environmental Compliance
12.1 The Company will handle and dispose of waste generated in the course of providing the Services in accordance with applicable UK waste and environmental regulations.
12.2 Standard waste generated during cleaning, such as collected dust and debris, will normally be removed by the Company’s Operatives unless otherwise agreed.
12.3 The Customer remains responsible for any hazardous or special waste present at the Premises that is not reasonably attributable to the Services. The Company may refuse to handle such waste and may suspend Services if it considers that any materials pose a health or safety risk.
12.4 Where specific waste handling arrangements are required, such as in commercial settings, these will be agreed in advance between the Company and the Customer and may incur additional charges.
13. Health and Safety
13.1 The Company will carry out the Services in compliance with applicable health and safety laws and regulations.
13.2 The Customer agrees to provide a safe working environment for Operatives, including informing them of any known risks at the Premises such as loose floor coverings, faulty electrical installations, or hazardous substances.
13.3 The Company reserves the right to withdraw Operatives and suspend the Services if they consider the Premises to be unsafe or if conditions place them at unreasonable risk.
14. Parking and Congestion Charges
14.1 The Customer is responsible for providing or arranging suitable parking for the Company’s vehicle within a reasonable distance of the Premises.
14.2 Any parking fees, permits, or congestion charges incurred while providing the Services may be added to the Customer’s invoice or charged separately where not included in the original quotation.
15. Force Majeure
15.1 The Company shall not be liable for any delay or failure in performing its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, flooding, fire, accidents, transport disruption, strikes, or acts of government or public authorities.
16. Personal Data
16.1 The Company will collect and process personal data provided by the Customer for the purposes of managing bookings, delivering the Services, handling payments, and maintaining records as required by law.
16.2 The Company will take reasonable steps to protect personal data and will only share it where necessary to fulfil its obligations, comply with legal requirements, or with the Customer’s consent.
17. Amendments to These Terms
17.1 The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.
17.2 Updated Terms and Conditions will be made available by the Company upon request or through its usual customer information channels.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 provision of the Services.
19. General Provisions
19.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
19.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
19.3 The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company.
19.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral.
