Carpet Cleaners W9 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners W9 provides carpet, upholstery and related cleaning services to customers within its service area. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual or business placing a booking for services.
Company means Carpet Cleaners W9, the cleaning service provider.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment and any other related services offered by the Company from time to time.
Agreement means the contract between the Customer and the Company incorporating these Terms and Conditions and any confirmed booking details.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and related items. The exact scope of work for each booking will be as described in the booking confirmation, including the areas to be cleaned, the type of service requested, and any additional treatments agreed in advance.
The Company reserves the right to decline or amend a booking where the requested service is not suitable for the item or area in question, where access is unsafe, or where the Customer has provided incomplete or inaccurate information. Any such changes will be discussed with the Customer at the earliest opportunity.
3. Booking Process
Bookings can be made by contacting the Company through its accepted communication channels. At the time of booking, the Customer will be asked to provide accurate details including name, property address, access information, description of areas and items to be cleaned, and any specific issues such as stains, odours, or heavy soiling.
The Company may provide an estimated price based on the information supplied. This estimate is subject to change if, upon arrival, the technician finds that the condition or size of the area differs from the description provided or additional work is requested.
A booking will be considered confirmed once the Company has accepted the request and communicated the date, time window, and indicative charges to the Customer. The Company may require a deposit or card details to secure certain bookings, particularly for larger jobs or peak periods.
The Customer is responsible for ensuring that all booking details are correct. Any changes to the booking, such as date, time, or scope of work, must be requested as early as possible. The Company will use reasonable efforts to accommodate such changes but cannot guarantee availability.
4. Access and Customer Responsibilities
The Customer must ensure that the Premises are accessible at the agreed time and that there is a responsible adult present throughout the service if the Premises are residential. For commercial customers, an authorised representative must be available on site or contactable during the service.
The Customer must provide access to electricity and water where reasonably required to perform the Services. The Customer must also ensure that any alarm systems, security gates, or parking restrictions are managed so that the technician can attend the Premises and carry out the work without undue delay.
The Customer is responsible for moving small and fragile items, valuables, and personal belongings out of the areas to be cleaned. Where heavy furniture or large items are present, the Company may, at its discretion, clean around them if it is not safe or practical to move them. The Company accepts no liability for damage to items that the Customer has chosen not to remove or which the Customer has requested the technician to move against advice.
5. Pricing and Quotations
Prices for Services may be quoted per room, per item, per square metre, or on a fixed-fee basis, depending on the nature of the work. Quotations are based on information provided by the Customer and on the Company’s current price list. All prices are stated in pounds sterling and are exclusive of any applicable taxes unless otherwise indicated.
The Company reserves the right to adjust the quoted price if the actual work required differs materially from the description given at the time of booking, or if the technician encounters conditions not reasonably foreseeable such as extreme soiling, infestation, hazardous materials, or additional areas to be cleaned. Any change in price will be discussed with the Customer before proceeding.
6. Payment Terms
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company accepts common payment methods such as cashless card transactions and other standard forms of electronic payment as advised to the Customer.
For commercial customers or larger projects, the Company may agree to issue an invoice with payment terms specified on the invoice. The Customer must pay all invoices in full by the due date. The Company reserves the right to charge interest on overdue amounts at the statutory rate applicable under UK law.
The Customer is responsible for ensuring that they have sufficient funds or credit available to complete the transaction. The Company may withhold or cease work, or decline to release any reports or confirmations, until payment is received in full.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company appropriate notice. Unless otherwise agreed, the following cancellation terms apply.
Where the Customer cancels or reschedules more than 48 hours before the agreed start time, no cancellation fee will normally be charged. If the Customer cancels or reschedules less than 48 hours before the appointment, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted price to cover lost time and administrative costs.
If the Customer fails to provide access to the Premises at the agreed time, or if the technician is unable to carry out the work due to circumstances within the Customer’s control, this may be treated as a late cancellation and a call-out or cancellation fee may apply.
The Company may cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, severe weather, unsafe access conditions, or equipment failure. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such changes.
8. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, in accordance with industry standards for carpet and upholstery cleaning. However, the Customer acknowledges that certain stains, odours, and wear damage may be permanent and cannot be fully removed or reversed by cleaning.
The results of any cleaning service can be influenced by factors such as the age and condition of the carpet or fabric, previous cleaning methods used, the type of fibre, exposure to sunlight, and the presence of stains or damage. The Company does not guarantee that all marks or odours will be removed or that any specific outcome will be achieved.
The Customer must inform the technician of any known issues with flooring, underlay, colourfastness, shrinkage risk, previous damage, or manufacturer care instructions. The Company accepts no liability for damage arising where the Customer has failed to disclose such information or where an item is unsuitable for the requested cleaning method.
9. Customer Complaints and Remedies
The Company seeks to resolve any concerns promptly and fairly. If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible and, in any event, within 48 hours of completion of the work. The Customer should provide a clear description of the issue and, where appropriate, allow the Company to inspect the affected areas.
Where the Company agrees that the Service has not been carried out with reasonable care and skill, it may at its discretion offer to re-clean the relevant area, provide a partial refund, or offer another reasonable remedy. Any re-clean will usually be limited to the specific areas in question.
The Company will not be responsible for remedying issues that arise due to the Customer’s failure to follow aftercare advice, subsequent spillages, new damage, excessive foot traffic, or any changes that occur after the technician has left the Premises.
10. Liability and Insurance
The Company maintains appropriate public liability insurance in connection with its Services. The Company’s total liability to the Customer, whether in contract, tort including negligence, or otherwise, shall be limited to the price paid or payable for the specific Service complained of, except where liability cannot lawfully be limited or excluded.
The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment. The Company shall not be liable for any pre-existing damage, fair wear and tear, deterioration due to age, or latent defects that become apparent during or after cleaning.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot be excluded or limited under UK law.
11. Health, Safety and Waste Regulations
The Company will carry out its Services in accordance with applicable UK health and safety legislation and recognised industry practices. Technicians will use cleaning products and equipment suitable for professional use and will take reasonable care to minimise risks to people, pets, and property.
The Customer must ensure that children and pets are kept away from areas being cleaned and from any equipment or chemicals in use. The Customer is responsible for following any safety instructions or aftercare guidance provided by the technician, including ventilation advice and recommended drying times.
The Company will handle and dispose of any waste generated during the course of providing the Services in compliance with relevant UK waste and environmental regulations. This may include disposal of wastewater, used cleaning materials, and any collected debris. The Company will not remove general household waste, bulky waste, or hazardous materials such as asbestos, chemical residues, or clinical waste. If such materials are encountered, the Company may suspend the Service and advise the Customer to contact a licensed waste management provider.
12. Property Damage and Keys
If the Customer has provided keys or access codes to the Premises, the Company will take reasonable care to keep them secure and use them only for the purpose of providing the Services. The Customer must not provide keys that are irreplaceable or which grant uncontrolled access to other properties.
In the unlikely event of accidental damage to the Customer’s property caused directly by the Company’s negligence, the Customer must notify the Company as soon as possible and provide evidence of the damage. The Company may choose to repair the damage, arrange for professional repair, or compensate the Customer up to the value of the damaged item, taking into account age, condition, and fair wear and tear.
13. Personal Data and Privacy
The Company collects and processes personal data such as names, addresses, and contact details for the purpose of managing bookings, providing Services, and handling payments and enquiries. The Company will handle such data in accordance with applicable data protection laws in the UK.
The Customer consents to the use of their personal data for the purposes of fulfilling the Agreement and for necessary communications related to the Service. The Customer may request access to, correction of, or deletion of their personal data where permitted by law.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, fire, flood, pandemic restrictions, transport disruptions, or acts of government.
15. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or the Company’s operations. The version in force at the time of the Customer’s booking will usually apply to that booking, unless changes are required by law or regulatory authority.
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 or formation 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 provided by the Company.
17. Entire Agreement
These Terms and Conditions, together with any booking confirmation or written agreement, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations, or agreements, whether oral or written.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
By placing a booking with Carpet Cleaners W9, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.
