Carpet Cleaning NW8 Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning NW8 provides carpet, upholstery, rug, and related cleaning services to residential and commercial customers within our service area. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.

1. Definitions

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

Customer means the person, company, or organisation booking the services.

Company means Carpet Cleaning NW8, the provider of the services.

Services means carpet, rug, upholstery, mattress, and any related or ancillary cleaning services supplied by the Company.

Premises means the residential or commercial property where the services are to be carried out.

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

2. Scope of Services

The Company provides professional carpet and related cleaning services at the Customer premises within the Company service area. Services may include, without limitation, hot water extraction, steam cleaning, stain treatment, deodorising, and other cleaning methods suitable for the specific items and surfaces, as assessed by the technician on the day.

The exact scope of work, including rooms or items to be cleaned, any additional treatments, and indicative pricing, will be confirmed at the time of booking or in follow-up communication. Any services requested on the day that fall outside the original scope will be charged in addition and carried out at the discretion of the Company.

3. Booking Process

3.1 Service requests

The Customer may request services by telephone, online enquiry, or other communication method accepted by the Company. The Customer must provide accurate information regarding the premises, including property type, approximate room sizes, number and condition of carpets or items, access details, and any known issues such as heavy soiling, stains, pet contamination, or previous treatments.

3.2 Booking confirmation

A booking is only considered confirmed when the Company has provided a date and time for the service and the Customer has accepted it. The Company may, at its discretion, request a deposit or pre-authorisation before confirming the booking.

3.3 Access to the premises

The Customer is responsible for ensuring that the technician has safe and reasonable access to the premises at the agreed time. The Customer must ensure that someone is present to grant access and approve the work. Where parking permits, visitor passes, or specific access codes are required, the Customer must arrange these in advance.

3.4 Preparation of the premises

Unless otherwise agreed, the Customer should remove small furniture, personal items, breakables, and clutter from the areas to be cleaned prior to the technician arrival. The Company will not be liable for delays, incomplete work, or additional charges where access to carpets or items is obstructed by furniture or personal belongings.

4. Quotations and Pricing

4.1 Indicative pricing

Any quotation or price estimate provided before inspection is based on the information supplied by the Customer and is subject to change following assessment of the premises and items to be cleaned.

4.2 Changes on site

Where the actual condition, size, or number of items differs from that described at the time of booking, the Company reserves the right to amend the price. The technician will inform the Customer of any required adjustments before commencing work. If the Customer does not agree to the revised price, the Company may cancel the service and apply a call-out or cancellation charge where applicable.

4.3 Minimum charges

Minimum call-out charges may apply to each visit. These will be communicated to the Customer during the booking process.

5. Payments

5.1 Payment methods

Payment is due on completion of the services, unless otherwise agreed in writing. The Company may accept payment by cash, card, bank transfer, or other methods communicated to the Customer. The Company does not accept post-dated cheques.

5.2 Deposits

For certain bookings, including larger jobs or commercial contracts, the Company may require a deposit to secure the appointment. The amount and due date of any deposit will be communicated at the time of booking. Deposits may be non-refundable in the event of late cancellation, subject to the cancellation provisions in these Terms and Conditions.

5.3 Late payment

If payment is not received when due, the Company reserves the right to charge interest on overdue invoices at the statutory rate and to recover reasonable costs incurred in the collection of outstanding sums. For commercial customers, payment terms may be agreed in writing; failure to comply with such terms may result in suspension of services.

6. Cancellations and Rescheduling

6.1 Customer cancellations

The Customer may cancel or reschedule a booking by giving reasonable notice. Unless otherwise specified, the Company requires at least 24 hours notice before the scheduled appointment. Cancellations or changes made with less than 24 hours notice may incur a cancellation fee of up to the full service value, at the Company discretion.

6.2 No access on arrival

If the technician arrives at the premises at the agreed time and is unable to gain access, or if the Customer is not present and has not made prior arrangements, the visit may be treated as a late cancellation and a call-out or cancellation fee may apply.

6.3 Company cancellations

The Company endeavours to attend all confirmed appointments but reserves the right to cancel or reschedule in circumstances beyond its control, including but not limited to staff sickness, vehicle breakdowns, extreme weather, or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably possible and will offer an alternative appointment. The Company will not be liable for any loss or inconvenience arising from such cancellations, beyond refunding any deposit already paid for the affected appointment.

7. Customer Obligations

The Customer agrees to:

Provide accurate information about the premises and items to be cleaned.

Ensure safe and unrestricted access to the premises and areas to be cleaned.

Secure or remove valuable, fragile, or personal items prior to the service.

Inform the technician of any known issues that may affect the service, such as loose carpets, damaged flooring, pre-existing stains, colour run, or previous cleaning treatments.

Supervise children and pets during the visit and keep them away from equipment, chemicals, and freshly cleaned areas until safe.

8. Service Limitations and Results

8.1 Stain removal and wear

The Company will use reasonable skill and care in providing the services but does not guarantee complete removal of all stains, odours, or marks. Some staining may be permanent, and results can be affected by the age, type, and condition of the carpet or fabric, previous cleaning attempts, and the nature of the stain.

8.2 Pre-existing damage

The Company is not responsible for wear, fading, discolouration, shrinkage, or damage that becomes more apparent after cleaning where this arises from pre-existing conditions, manufacturing defects, incorrect installation, or incompatible materials and dyes.

8.3 Drying times

Drying times will vary depending on ventilation, temperature, humidity, and the type of carpet or fabric. The technician will provide general guidance, but the Company cannot be held liable for delays in drying or for any issues arising where the Customer fails to follow aftercare advice, such as walking on damp carpets with dirty footwear or placing furniture on wet surfaces without protection.

9. Health, Safety, and Waste Regulations

9.1 Safe working conditions

The Company complies with applicable health and safety requirements. The Customer must ensure that the premises provide a safe working environment, including adequate lighting, ventilation, and access to electricity and water where required. The technician may refuse to carry out work in any area deemed unsafe.

9.2 Chemicals and equipment

The Company uses professional cleaning products and equipment appropriate for the service. Where the Customer has known sensitivities or allergies, they should inform the Company in advance so that alternative products may be considered, where available. The Customer must not interfere with the equipment or products used by the technician.

9.3 Waste handling and regulations

The Company will handle and dispose of any waste generated during the service in accordance with applicable waste and environmental regulations. This may include the collection of soiled water, used consumables, and limited quantities of waste material arising directly from the cleaning work.

The Company is not responsible for general household or commercial waste disposal beyond waste produced as part of its services. Where special disposal arrangements are required, such as for hazardous contamination, the Company may charge additional fees or decline to provide the service if it falls outside its permitted scope.

10. Damage and Liability

10.1 Duty of care

The Company will take reasonable care in carrying out the services and in handling Customer property.

10.2 Reporting damage

Any alleged damage or issues must be reported to the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the service. The Customer should provide a clear description of the issue and, where possible, supporting evidence such as photographs.

10.3 Limitation of liability

To the fullest extent permitted by law, the Company liability for any loss or damage arising from the provision of the services shall be limited to the lesser of the cost of repairing the affected item or area, or the value of the service provided on the day in question. The Company is not liable for indirect, consequential, or purely economic loss, including loss of profit, business interruption, or loss of use.

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

11. Complaints and Service Quality

The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the work, they should contact the Company promptly, ideally within 24 to 48 hours of the service. The Company may request an opportunity to inspect and, where appropriate, to re-clean or remedy the issue.

A request for re-cleaning does not constitute an admission of fault. Any remedial work will be carried out at the discretion of the Company, taking into account the condition of the items, the cause of the issue, and the reasonable expectations for the service delivered.

12. Insurance

The Company maintains appropriate insurance cover in relation to its activities, subject to the terms, conditions, and exclusions of the relevant policy or policies. Details of insurance cover are available on request. The existence of insurance does not extend or increase the Company liability beyond that set out in these Terms and Conditions.

13. Data Protection and Privacy

The Company collects and processes personal data, such as names, addresses, and contact details, for the purposes of managing bookings, providing services, processing payments, and handling enquiries or complaints. The Company will take reasonable steps to keep such information secure and will not share personal data with third parties except where necessary to deliver the service, comply with legal obligations, or with the Customer consent.

14. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular service. Continued use of the Company services after any changes are published will constitute acceptance of the updated Terms and Conditions.

15. 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, 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 from or related to these Terms and Conditions or the provision of the services.

16. Entire Agreement

These Terms and Conditions, together with any written quotation, booking confirmation, or additional terms agreed in writing, constitute the entire agreement between the Company and the Customer in relation to the services and supersede all previous communications, representations, or understandings, whether oral or written.

By confirming a booking with Carpet Cleaning NW8, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.