Carpet Cleaning NW10 Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning NW10 provides carpet, rug, upholstery and related cleaning services within its service area. By booking or using any of 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 expressions shall have the meanings set out below:

Customer means the person, firm or company requesting the services from Carpet Cleaning NW10.

Company, we, us or our means Carpet Cleaning NW10 as the cleaning service provider.

Services means any carpet, rug, upholstery, mattress, curtain or other cleaning work, stain treatment, deodorising or related services provided by the Company.

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

Technician means an employee, worker, contractor or representative engaged by the Company to perform the Services.

2. Scope of Services

2.1 The Company provides professional carpet and related cleaning services within the NW10 area and surrounding districts as determined by the Company from time to time.

2.2 The specific Services to be provided will be agreed at the time of booking, based on the Customer's requirements and the information provided by the Customer.

2.3 The Company reserves the right to refuse or discontinue Services if, in the reasonable opinion of the Technician, the Premises are unsafe, access is restricted, or conditions are unsuitable for carrying out the work to a reasonable standard.

3. Booking Process

3.1 Bookings for Services can be made by the Customer through the Company's accepted communication channels as notified from time to time.

3.2 When making a booking, the Customer must provide accurate details including the service address, type and approximate size of areas to be cleaned, parking information, access arrangements and any special requirements.

3.3 All bookings are subject to availability and are not confirmed until the Company has acknowledged the booking and provided the Customer with the date and time window for the appointment.

3.4 The Company may request further information or clarification before confirming a booking. If adequate information is not provided, the Company may cancel or decline the booking.

3.5 The Customer is responsible for ensuring that someone over the age of 18 is present at the Premises at the agreed time to provide access, give instructions where necessary and approve completion of the work.

4. Pricing and Estimates

4.1 Prices for Services are usually provided based on information supplied by the Customer and may be quoted as a fixed price or an estimate.

4.2 Any price provided prior to inspection of the Premises constitutes an estimate only. The Company reserves the right to amend the price if the actual condition, size or nature of the job differs from the information originally provided.

4.3 If the price needs to be amended, the Technician will inform the Customer before commencing work. If the Customer does not agree to the revised price, the Company may cancel the booking, and a call-out or cancellation charge may apply in accordance with these Terms and Conditions.

4.4 All prices are quoted in pounds sterling and, where applicable, inclusive or exclusive of VAT as specified by the Company at the time of booking.

5. Payments and Charges

5.1 Payment for Services is due in full on completion of the work on the day of service, unless agreed otherwise in writing by the Company.

5.2 The Company accepts payment by methods notified to the Customer at the time of booking, which may include cashless payment methods. The Customer must ensure that payment can be made promptly at the end of the appointment.

5.3 For certain bookings, including commercial work or larger residential projects, the Company may require a deposit or full prepayment before the scheduled date. Any such requirement will be communicated in advance.

5.4 Late payment may incur additional charges, including reasonable administrative and recovery costs. The Company reserves the right to charge interest on overdue amounts at the statutory rate applicable under UK law.

5.5 Where Services are provided on account to commercial Customers or managing agents, payment terms will be as agreed between the parties. If no separate written agreement exists, payment shall be due within 14 days of the invoice date.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a booking by giving the Company at least 24 hours notice before the scheduled start time.

6.2 If the Customer cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be up to 50 percent of the quoted price, to cover administrative and lost time costs.

6.3 If the Technician arrives at the Premises at the agreed time and is unable to gain access, or if the job cannot proceed due to circumstances within the Customer's control, the Company may treat this as a late cancellation and charge a call-out or cancellation fee.

6.4 The Company will use reasonable endeavours to attend bookings at the agreed time but cannot guarantee exact arrival times. Minor delays may occur due to traffic, prior jobs overrunning or other circumstances beyond the Company's reasonable control.

6.5 In the event of unforeseen circumstances such as staff illness, equipment failure or severe weather, the Company may need to cancel or reschedule a booking. In such cases, the Company will notify the Customer as soon as reasonably possible and will offer a new appointment. The Company shall not be liable for any consequential loss arising from such cancellation or rescheduling.

7. Customer Responsibilities

7.1 The Customer must ensure that the Premises are accessible at the agreed time, including any necessary parking arrangements or permits where relevant. Any parking charges incurred by the Technician in order to carry out the Services may be added to the Customer's invoice.

7.2 The Customer must ensure that all valuable, fragile or easily damaged items are safely stored away from the areas where the Technician will be working. The Customer should also remove small furniture and personal items from carpeted areas where possible.

7.3 The Customer must inform the Company, before the commencement of the work, of any known issues relating to the Premises or items to be cleaned, including but not limited to existing damage, loose fittings, unstable furniture, stains from unknown substances, risks from water or electricity, and any restrictions on water or power usage.

7.4 The Customer is responsible for ensuring that children and pets are kept away from the work areas during and immediately after the cleaning process, particularly while carpets or upholstery remain damp and equipment or cables are in use.

8. Cleaning Results and Limitations

8.1 The Company will carry out the Services with reasonable care and skill and in accordance with standard industry practices. However, specific results cannot be guaranteed, as the outcome of cleaning is influenced by factors such as the age and condition of carpets, type and cause of stains, prior cleaning treatments and the materials involved.

8.2 Some stains, odours and marks may be permanent and cannot be removed despite best efforts. The Technician will use professional judgement in selecting appropriate cleaning methods and products but cannot guarantee complete stain or odour removal.

8.3 Certain types of damage, wear, colour loss, shading or pile distortion cannot be remedied by cleaning and may become more apparent after cleaning has taken place. The Company shall not be responsible for highlighting or revealing pre-existing damage or defects.

8.4 Where the Technician considers that proceeding with cleaning could risk damage to fibres, fabrics, backing, adhesives, flooring or other surfaces, the Technician may decline to treat those areas or proceed only after obtaining the Customer's express agreement. If the Customer instructs the Technician to proceed against advice, the Customer shall accept full responsibility for any resulting damage.

9. Liability and Insurance

9.1 The Company holds appropriate liability insurance for the Services it provides. Details of cover can be made available upon request.

9.2 The Company will exercise reasonable care in carrying out the Services. If the Company is found liable for loss or damage, such liability shall be limited, to the fullest extent permitted by law, to the value of the affected item or the price paid for the Services, whichever is lower.

9.3 The Company shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of use, loss of opportunity or any cost associated with replacement accommodation or business interruption, arising from or in connection with the Services.

9.4 The Company shall not be liable for:

a. pre-existing damage, staining, wear, fading, loose seams, fraying, shrinkage, colour loss or defects that become more visible after cleaning;

b. damage resulting from failure of the Customer to follow the Technician's instructions, including guidance on drying times, ventilation, walking on damp carpets or replacing furniture too soon;

c. damage caused by incorrect information provided by the Customer about the nature of fibres, fabrics, backing or previous treatments;

d. any reaction to cleaning products where the Customer has specific sensitivities or allergies not disclosed to the Company in advance.

9.5 Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter which cannot be excluded or limited under applicable law.

10. Complaints and Claims

10.1 If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as possible and, in any event, within 48 hours of completion of the work.

10.2 The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, to attempt to remedy any issue. This may include a return visit by a Technician.

10.3 Any claim relating to alleged damage or loss must be supported by evidence, including photographs and a detailed description of the issue, and must be made within a reasonable time of discovery.

10.4 Failure to notify the Company within the timeframes set out above may affect the Company's ability to investigate the complaint and may result in the complaint being rejected.

11. Waste Regulations and Environmental Responsibilities

11.1 The Company will handle waste water, residues and any waste materials resulting from the Services in compliance with applicable UK waste and environmental regulations.

11.2 Where practicable, waste water will be disposed of via appropriate drainage at the Premises, in accordance with local regulations and without causing nuisance or pollution.

11.3 The Company will not remove and transport hazardous waste from the Premises. If the Technician reasonably suspects the presence of hazardous materials, contaminated items or substances that require specialist disposal, the Company may refuse to handle such materials and may decline or suspend the Services.

11.4 The Customer is responsible for informing the Company in advance of any known contamination, spills of chemical or biological materials, or other hazards present at the Premises.

11.5 The Company aims, where reasonably possible, to use cleaning products and methods that minimise environmental impact while maintaining professional cleaning standards.

12. Access, Safety and Property

12.1 The Customer must provide safe access to the Premises, including clear walkways and safe stairways. The Technician may refuse to work in areas where access is unsafe or obstructed.

12.2 The Customer must ensure that any alarm systems are properly managed so that the Technician can gain lawful access without triggering alarms.

12.3 The Company is not responsible for any loss or damage arising from failure of the Customer to secure the Premises before or after the appointment.

12.4 The Customer agrees not to request or induce Technicians to carry out any work that falls outside the scope of the Services or that might be unsafe, unlawful or contrary to these Terms and Conditions.

13. Use of Equipment and Utilities

13.1 The Customer agrees to provide access to electricity and water at the Premises, where required, to enable the Technician to perform the Services.

13.2 The Company will take reasonable care to protect the Customer's property when using hoses, cables and machinery but cannot be held liable for accidents arising from customers, children, pets or third parties interfering with or tripping over equipment.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data necessary to manage bookings, provide Services and handle payments and communications in accordance with applicable data protection laws.

14.2 The Company may retain records of Services provided, including notes or images of work carried out, for administrative, insurance and quality control purposes.

14.3 Personal data will not be sold to third parties. It may be shared with service providers or insurers where necessary for the performance of the Services or protection of the Company's legitimate interests.

15. Force Majeure

15.1 The Company shall not be in breach of these Terms and Conditions nor liable for 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. This may include, without limitation, severe weather, transport disruptions, strikes, power failures, accidents, or public health restrictions.

16. Variations to Terms

16.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.

16.2 Any variation to these Terms and Conditions requested by the Customer shall have no effect unless expressly agreed in writing by the Company.

17. Governing Law and Jurisdiction

17.1 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 law of England and Wales.

17.2 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 their subject matter or formation.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found by any court or competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any such right or remedy preclude any further exercise of it.

18.3 A person who is not a party to these Terms and Conditions shall not have any rights to enforce any of their terms.

18.4 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede all previous discussions, correspondence and understandings between the parties.