Carpet Cleaners Twickenham Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Carpet Cleaners Twickenham 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 words have the meanings set out below:

Customer means the person, firm or company who requests or receives services from Carpet Cleaners Twickenham.

Company, we, us, our means Carpet Cleaners Twickenham.

Services means any carpet, rug, upholstery, mattress, curtain or related cleaning service, stain treatment, odour treatment, or other associated work carried out by the Company.

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

Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

The Company provides professional carpet and associated cleaning services to customers in Twickenham and surrounding areas. The specific Services to be provided will be set out and agreed at the time of booking, based on the information supplied by the Customer.

The Company reserves the right to refuse or withdraw Services where carrying out the work would be unsafe, unlawful, or otherwise inappropriate, including where there is a risk to the health and safety of our staff or to the integrity of the Premises.

3. Booking Process

3.1 Bookings may be made through our online enquiry form or by other communication methods as made available from time to time. All bookings are subject to acceptance by the Company.

3.2 When making a booking, the Customer must provide accurate and complete information regarding the Premises, access arrangements, parking availability, the type and condition of items to be cleaned, and any known issues such as stains, damage, or previous cleaning treatments.

3.3 Any quotation provided before an inspection of the Premises is an estimate only, based on the information provided by the Customer. The Company reserves the right to revise the price if the information provided was incomplete or inaccurate, or if the actual condition differs materially from that described.

3.4 Bookings are confirmed only when the Customer has accepted the quotation and any required deposit has been paid, if applicable. The Company will confirm the booking, proposed date, and approximate arrival window.

3.5 The Customer must ensure that a responsible adult is present at the Premises for the duration of the Services, unless otherwise agreed in advance, and that the Company has safe and unobstructed access to all areas and items to be cleaned.

4. Pricing and Payment Terms

4.1 All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as indicated at the time of quotation.

4.2 The Company may require payment in full or a deposit in advance of carrying out the Services. Where payment is not taken in advance, payment is due immediately upon completion of the Services at the Premises, unless other arrangements have been agreed in writing.

4.3 Accepted payment methods will be confirmed at the time of booking and may include cash, card payments, or bank transfers. The Company reserves the right to refuse personal cheques or other payment methods at its discretion.

4.4 For commercial or account Customers, payment terms will be as agreed in writing. If no specific terms are agreed, payment must be made within 14 days of the date of the invoice.

4.5 The Company reserves the right to charge interest on overdue invoices at the statutory rate from the due date until the date of payment in full, together with any reasonable costs incurred in recovering the debt.

5. Cancellations, Rescheduling and Access

5.1 The Customer may cancel or reschedule a booking by providing notice to the Company. As a courtesy, the Customer is asked to give as much notice as possible so that the appointment may be offered to another customer.

5.2 The Company may at its discretion apply a cancellation fee or retain a deposit where the Customer cancels or significantly alters the booking with less than 24 hours notice before the scheduled arrival time, or fails to provide access to the Premises.

5.3 If the Company is unable to gain access to the Premises at the agreed time, or if the Premises are not in a suitable condition for the Services to be carried out, this may be treated as a late cancellation and a charge may apply.

5.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff sickness, traffic disruption, extreme weather, equipment failure, or safety concerns. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any loss or damage arising from such cancellation or rescheduling.

6. Customer Obligations and Preparation

6.1 The Customer must ensure that:

The Premises are safe, accessible, and suitable for the Services to be carried out.

Electricity and running water are available at the Premises.

Parking is available or necessary arrangements have been made in advance where restrictions apply.

Pets, children, and vulnerable persons are kept away from the work areas and any equipment or chemicals.

6.2 The Customer is responsible for moving small and fragile items, ornaments, and personal belongings from the areas to be cleaned. The Company may, at its discretion, assist with moving light furniture, but is under no obligation to do so.

6.3 The Customer must inform the Company prior to the commencement of Services of any known issues with the carpets or items to be cleaned, including but not limited to shrinkage risks, colour instability, loose seams, pre-existing damage, previous stains, or treatments such as stain protection or DIY cleaning.

7. Service Limitations and Results

7.1 While the Company uses professional equipment and products and will carry out the Services with reasonable skill and care, the Customer acknowledges that:

Some stains may be permanent and cannot be fully removed.

Results may vary depending on the age, material, condition, and previous treatment of the carpets and fabrics.

Odour treatments cannot always completely eliminate strong or long-standing smells.

7.2 The Company does not guarantee that all stains, marks, or odours will be completely removed, nor that carpets or fabrics will be restored to their original condition.

7.3 Drying times are estimates only and may be affected by ventilation, weather, thickness of carpets, and other factors outside the Companys control.

8. Damage and Liability

8.1 The Company will take reasonable care when carrying out the Services. In the unlikely event of damage to the Customers property directly caused by our negligence, the Company will, at its option, repair the damage, pay for the reasonable cost of repair, or replace the damaged item taking into account age, condition, and fair wear and tear.

8.2 The Companys liability for any damage, loss, or claim arising out of or in connection with the Services shall be limited to the price paid or payable for the specific Services giving rise to the claim, except where such limitation is not permitted by law.

8.3 The Company shall not be liable for any of the following:

Pre-existing damage, wear, or defects in carpets, fabrics, flooring, or furnishings.

Damage arising from the Customers failure to disclose relevant information or conditions.

Discolouration, shrinkage, or other changes resulting from inherent weaknesses or instability in fibres, dyes, or backing materials.

Loss of profit, loss of business, loss of goodwill, or any indirect, special, or consequential loss or damage.

8.4 Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be limited or excluded under UK law.

9. Complaints and Claims

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

9.2 The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, to rectify any issues. Failure to provide such an opportunity may affect any remedy that might otherwise have been available.

9.3 Any claims for damage must be supported by reasonable evidence and reported promptly. The Company may request photographs, inspection of the item, and any relevant documentation.

10. Health, Safety and Environmental Compliance

10.1 The Company complies with applicable health and safety and environmental regulations relating to the provision of cleaning services in the United Kingdom.

10.2 Cleaning products are selected and used in accordance with manufacturers instructions and relevant safety guidelines. Customers with known allergies or sensitivities must inform the Company in advance so that alternative products may be considered where feasible.

10.3 The Customer is responsible for ensuring that vulnerable persons and pets do not come into contact with wet carpets, cleaning residues, or equipment until it is safe to do so.

11. Waste and Disposal Regulations

11.1 The Company will manage and dispose of waste generated in the course of providing the Services in accordance with applicable waste and environmental regulations.

11.2 Typical waste from carpet and upholstery cleaning, such as soiled water and general debris, will be removed from the Premises where appropriate or disposed of using suitable drainage and waste systems in line with local and national requirements.

11.3 The Customer must not request the Company to dispose of hazardous, prohibited, or regulated waste materials. The Company is under no obligation to handle or remove such items and reserves the right to refuse to perform the Services where hazardous substances are present.

11.4 Where the Customer has specific waste management requirements at the Premises, these must be communicated to the Company in advance so that suitable arrangements can be agreed.

12. Insurance

12.1 The Company maintains appropriate insurance cover in respect of its legal liabilities arising out of the provision of the Services, in line with industry practice.

12.2 Details of the relevant insurance cover may be made available to Customers upon reasonable request.

13. Privacy and Data Protection

13.1 The Company collects and processes personal information about Customers for the purposes of providing Services, handling bookings, payments, and customer care, and for other legitimate business purposes.

13.2 The Company will handle personal information in accordance with applicable data protection laws in the United Kingdom. Customer information will not be sold to third parties.

13.3 By using our Services, the Customer consents to the collection and use of their personal data as described in these Terms and Conditions and in any privacy information provided by the Company from time to time.

14. Force Majeure

14.1 The Company shall not be liable for any failure or delay in performing its obligations under the Agreement where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to acts of God, extreme weather, strikes, industrial disputes, accidents, fire, flooding, or transport disruptions.

14.2 In such circumstances, the Company may suspend the Services for the duration of the event, or cancel the Agreement, and will endeavour to notify the Customer as soon as reasonably practicable.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or the way we operate.

15.2 The version of the Terms and Conditions in force at the time of the Customers booking will apply to that booking. Customers are encouraged to review the Terms and Conditions periodically.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Agreement between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to resolve any disputes or claims arising out of or in connection with these Terms and Conditions, the Services, or any Agreement between the Customer and the Company.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall remain in full force and effect.

17.2 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 or any other right or remedy.

17.3 The Agreement is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

By booking or using our Services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.