Carpet Cleaners Chiswick Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Chiswick provides carpet, upholstery and related cleaning services in the United Kingdom. By making a booking or allowing our operatives to provide services at your premises, you agree to be bound by these Terms and Conditions.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Carpet Cleaners Chiswick.

Customer means any individual, business or organisation that requests or receives services from the Company.

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

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

Operative means any employee, contractor or representative of the Company who performs the Services.

Scope of Services

The Company provides professional cleaning Services at residential and commercial premises within its operating area. The specific Services, areas to be cleaned and any additional treatments will be agreed at the time of booking or in subsequent written confirmation.

The Company reserves the right to decline work that falls outside its normal scope of Services, that is unsafe, or that in the opinion of the Company may cause damage to the Premises or to the property being cleaned.

Booking Process

Bookings may be made by the Customer through the Company’s authorised booking channels. When making a booking, the Customer must provide accurate information about the Premises, including the type and size of areas to be cleaned, access details, parking arrangements and any particular issues such as heavy soiling, stains, pest infestations or damage.

All bookings are subject to availability. The Company will confirm the booking and the agreed date and time for the Services. Any booking confirmation provided by the Company creates a contract between the Company and the Customer subject to these Terms and Conditions.

The Customer is responsible for ensuring that someone with authority to grant access and approve the work is present at the Premises at the agreed time, or that suitable arrangements for access have been made in advance.

Customer Obligations

The Customer must ensure that the Premises are safe and accessible for the Operatives at the agreed time. This includes but is not limited to providing clear access to the areas to be cleaned, ensuring adequate lighting and ventilation, and advising the Company of any hazards such as loose floor coverings, electrical issues, water leaks, or health and safety concerns.

The Customer must remove small items, fragile objects, valuables, and personal belongings from the areas to be cleaned before the Operatives arrive. The Company is not responsible for moving heavy furniture or appliances unless specifically agreed in advance.

The Customer must inform the Company in advance of any existing damage, particularly to carpets, rugs, upholstery, wooden floors, skirting boards or other fittings that may be affected by the cleaning process.

Access and Parking

The Customer is responsible for providing access to the Premises at the agreed time. If the Operatives cannot gain access, the visit may be treated as a late cancellation as set out in the cancellation section of these Terms and Conditions.

Where parking restrictions apply near the Premises, the Customer must ensure that suitable parking is available for the Company’s vehicle for the duration of the visit. Any charges, permits or fees associated with parking are the responsibility of the Customer unless otherwise agreed in writing.

Pricing and Quotes

Prices for the Services are based on the information provided by the Customer at the time of booking. The Company may provide estimated prices by reference to room sizes, the number of items to be cleaned, or the level of soiling described.

If on arrival the Operatives find that the information supplied by the Customer was inaccurate or incomplete, or that the scope of work is materially different from that described at the time of booking, the Company reserves the right to revise the price before commencing work. In such cases, the Customer may accept the revised price or decline the Services. If the Services are declined in these circumstances, a call-out or cancellation fee may be charged.

All prices are stated in pounds sterling and may be subject to applicable taxes where required by law. The Company may change its prices at any time, but any confirmed booking will be charged at the price agreed at the time of confirmation, subject to the above provisions regarding inaccurate information.

Payments

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 profile.

For residential Customers, payment is usually due immediately upon completion of the Services, unless otherwise agreed. For business Customers, the Company may agree to issue an invoice payable within a specified number of days from the date of the invoice.

Accepted payment methods will be communicated to the Customer during the booking process. The Company reserves the right to withhold or suspend Services until payment has been received in accordance with the agreed terms.

If payment is not received by the due date, the Company may charge interest on overdue amounts at the maximum rate permitted by law, as well as reasonable costs of recovery.

Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice to the Company. The amount of notice required and any applicable charges will depend on the time remaining before the scheduled appointment.

If the Customer cancels or reschedules more than a reasonable minimum notice period before the scheduled appointment, no cancellation fee may be payable. Where cancellation or rescheduling occurs within a shorter period, the Company may charge a cancellation fee up to a percentage of the quoted price, reflecting the Company’s lost opportunity and administrative costs.

If the Operatives attend the Premises at the agreed time and are unable to gain access, or if the Customer has failed to prepare the Premises in a way that makes it impossible or unsafe for the Services to be carried out, the visit may be treated as a late cancellation and a charge may apply.

The Company reserves the right to cancel or reschedule a booking if circumstances arise that are beyond its reasonable control, including but not limited to extreme weather, illness, vehicle breakdown, equipment failure, or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment time and will not be liable for any indirect losses arising from the rescheduling or cancellation.

Service Standards and Limitations

The Company aims to provide Services with reasonable care and skill and in accordance with industry practices. However, the Customer acknowledges that certain limitations apply to cleaning services.

No guarantee can be given that all stains, marks or odours will be completely removed. Results may vary depending on the nature of the stain, the age and type of fabric or carpet, previous cleaning attempts and other factors outside the Company’s control.

The cleaning methods and solutions used by the Company are selected to be appropriate for the materials being cleaned. The Customer is responsible for informing the Company of any known sensitivities or manufacturer instructions relating to the items to be cleaned.

Drying times after cleaning can vary and may be affected by ventilation, temperature, humidity and the type and thickness of the materials cleaned. The Company will provide general guidance but cannot be held responsible for variations in drying times.

Customer Satisfaction and Complaints

The Company aims to ensure that Customers are satisfied with the Services provided. If the Customer is not satisfied with any aspect of the work, the Customer must notify the Company as soon as reasonably possible, and in any event within a short time frame after the Services have been completed.

Where a complaint is justified and relates to the quality of the Services, the Company may at its discretion arrange a visit to inspect the work and, where appropriate, repeat or rectify the relevant part of the Services at no additional cost. This remedy will not apply where the issue arises from circumstances beyond the Company’s control, including subsequent use of the premises, spillage, or failure to follow aftercare advice.

The Company will handle complaints in a fair and timely manner. Making a complaint does not suspend the obligation to pay for the Services, but any agreed refund or adjustment may be applied after investigation.

Liability

The Company will be liable for direct loss or damage caused by its negligence or breach of contract, subject to the limitations set out in this section. The total liability of the Company to the Customer in respect of any claim arising from the Services will not exceed the total price paid or payable for the specific Services giving rise to the claim.

The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of business, loss of goodwill, or any costs incurred as a result of delays or the need to rebook Services.

The Company will not be responsible for any pre-existing damage, wear and tear, defects in materials or installation, or damage that results from the condition of the item or area being cleaned. This includes but is not limited to shrinkage, colour loss, pile distortion, or damage arising where the Customer has failed to disclose relevant information about the material or its history.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

Insurance

The Company maintains appropriate insurance cover in respect of its business activities in accordance with legal and industry standards. Details of insurance cover can be provided on request. Reporting of any potential claims must be made promptly and in accordance with the Company’s procedures and the requirements of the insurer.

Waste Handling and Environmental Responsibilities

The Company will handle waste and wastewater arising from the cleaning process in accordance with applicable UK waste management and environmental regulations. Where possible and practical, waste will be minimised and materials will be used efficiently.

In most cases, minor residues from the cleaning process will be disposed of using facilities at the Premises, such as sinks or drains, provided that it is safe and lawful to do so. The Customer is responsible for ensuring that such facilities are operational and for advising the Company of any local restrictions on their use.

Where the Services generate larger quantities of waste, or where carpets, underlay or other items are removed, separate arrangements may need to be made for collection and disposal. Any additional costs for specialist waste collection or lawful disposal will be the responsibility of the Customer, unless expressly included in the quotation for the Services.

The Company complies with relevant regulations relating to the storage, handling and disposal of cleaning chemicals. Customers must not request the Company to dispose of hazardous or prohibited waste in a manner that would breach applicable laws or regulations.

Health and Safety

The Company and its Operatives will follow reasonable health and safety practices while performing the Services, including the use of appropriate equipment, signage and personal protective equipment where necessary.

The Customer must cooperate with the Company on health and safety matters, including keeping children, pets and other occupants away from work areas during cleaning and while carpets or upholstery remain damp or slippery. The Customer must not use areas or items advised by the Company to be temporarily out of use due to cleaning work in progress, drying, or safety considerations.

Data Protection and Privacy

The Company will collect and process personal data about Customers for the purposes of managing bookings, providing Services, handling payments, and administering the business. Such data will be handled in accordance with applicable UK data protection laws.

The Company may retain records of bookings, invoices and relevant communications for a reasonable period in order to comply with legal obligations, resolve disputes and maintain business records.

Intellectual Property

All content, branding and materials used by the Company in providing the Services, including any written materials or guidance, remain the property of the Company or its licensors. The Customer may not copy, reproduce or distribute such materials without prior written consent, except as necessary for personal reference in connection with the Services.

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, regulatory requirements or its business practices. The latest version will apply to new bookings from the date of publication. For existing confirmed bookings, the version in force at the time of confirmation will typically apply, unless changes are required by law.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be treated as removed to the extent necessary, and the remaining provisions will continue in full force and effect.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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 provided by the Company.

Entire Agreement

These Terms and Conditions, together with any written confirmation of booking or agreed quotation, constitute the entire agreement between the Company and the Customer in relation to the Services. No oral statement or representation shall be binding unless confirmed in writing by the Company.