Wandsworth Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Wandsworth Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.
Please read these Terms and Conditions carefully before placing a booking. If you do not agree with any part of these terms, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below:
1.1 Customer means the person, firm or company who requests and/or receives services from Wandsworth Carpet Cleaners.
1.2 Company means Wandsworth Carpet Cleaners, the provider of the cleaning services.
1.3 Services means any carpet, rug, upholstery, curtain, mattress, hard floor or related cleaning services supplied by the Company, as well as any ancillary services such as stain protection treatments, deodorising, or stain removal where offered.
1.4 Premises means the property or properties at which the Services are to be carried out.
1.5 Operatives means employees, subcontractors, or agents engaged by the Company to perform the Services.
1.6 Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and the specific details of the Customer's booking.
2. Scope of Services
2.1 The Company provides professional carpet and upholstery cleaning and related services within its designated service area, which includes Wandsworth and surrounding parts of London, subject to availability.
2.2 The exact Services to be provided will be agreed at the time of booking based on the information supplied by the Customer. Any description of Services given verbally or in marketing materials is for general guidance only and does not form part of the Agreement unless expressly confirmed in writing.
2.3 The Company reserves the right to refuse to provide Services if, in its reasonable opinion, the Premises are unsafe, access is restricted, or the work requested falls outside the Company's normal scope of operations.
3. Booking Process
3.1 Bookings may be made by the Customer via telephone, online enquiry, or other methods offered by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information, including but not limited to the type and size of areas or items to be cleaned, the nature and extent of soiling, access limitations, parking availability, and any special requirements.
3.3 Any price estimate provided prior to an on-site inspection is based on the information supplied by the Customer and is subject to change if the information is incomplete or inaccurate, or if the actual condition of the items or Premises differs from what was described.
3.4 A booking is only confirmed when the Company has accepted the booking and, where required, the Customer has paid any applicable deposit. The Company reserves the right to decline a booking without providing a reason.
3.5 The Customer must ensure that an adult is present at the Premises to grant access and remain available for communication with the Operatives during the appointment, unless otherwise agreed in advance.
4. Access, Parking and Utilities
4.1 The Customer is responsible for providing safe and reasonable access to the Premises at the agreed appointment time.
4.2 The Customer shall arrange for suitable parking for the Company vehicles as close as reasonably possible to the Premises. Any parking charges or congestion charges reasonably incurred to perform the Services may be added to the Customer's invoice.
4.3 The Customer must provide access to electricity and water at the Premises, where required, without charge to the Company. The Company shall not be liable for any delay or inability to perform the Services arising from a lack of utilities.
5. Customer Obligations
5.1 The Customer shall remove any small items, fragile objects, valuables or personal belongings from the areas to be cleaned prior to the arrival of the Operatives.
5.2 The Customer must inform the Company in advance of any known defects, damage or vulnerabilities to carpets, flooring, upholstery, furniture, fixtures or fittings, including but not limited to loose seams, shrinking tendencies, unstable dyes, or pre-existing stains or damage.
5.3 The Customer is responsible for supervising pets and children and ensuring that they are kept away from the working area for the duration of the Services and for any recommended period afterwards while surfaces remain damp or equipment is in use.
5.4 The Customer must not use the treated areas until they are fully dry where the Company has advised that this is necessary, in order to avoid accidents or re-soiling.
6. Prices and Payment
6.1 Prices for Services are normally quoted per room, per area, per item, or based on an agreed hourly or fixed rate. All prices are provided in pounds sterling and, unless otherwise stated, are inclusive of any applicable value added tax.
6.2 The Company may require a deposit at the time of booking. The amount of any deposit will be communicated to the Customer prior to confirmation of the booking.
6.3 Any balance of the fee is normally payable on completion of the Services, unless a different payment schedule has been agreed in writing in advance.
6.4 Payment methods accepted by the Company may include cash, card, or bank transfer. The Customer is responsible for ensuring that cleared funds are available by the due date.
6.5 For commercial Customers, payment terms may be agreed separately. In the absence of a separate written agreement, invoices are due for payment within 14 days of the invoice date.
6.6 If the Customer fails to make any payment when due, the Company reserves the right to charge interest on the overdue amount at the applicable statutory rate and to recover any reasonable costs of collection.
7. Cancellations, Rescheduling and No-Show
7.1 The Customer may cancel or request to reschedule a booking by giving the Company at least 48 hours' notice before the scheduled appointment time.
7.2 If the Customer cancels or reschedules with less than 48 hours' notice, the Company reserves the right to charge a late cancellation fee, which may be up to 50 percent of the quoted service price, or to retain any deposit paid.
7.3 If the Customer fails to provide access to the Premises at the agreed time without prior notice, or if the Operatives are unable to commence work due to circumstances within the Customer's control, this may be treated as a cancellation and a call-out or cancellation fee may be charged.
7.4 The Company will use reasonable efforts to attend the Premises at the agreed date and time, but appointment times are estimates and may be subject to change due to traffic, weather, operational, or other circumstances beyond the Company's reasonable control.
7.5 In the event that the Company needs to cancel or significantly reschedule an appointment, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company shall not be liable for any loss or damage arising from such cancellation or rescheduling, other than refunding any deposit or prepayment for Services not carried out.
8. Service Quality and Limitations
8.1 The Company aims to provide Services with reasonable skill and care in accordance with industry standards for professional carpet and upholstery cleaning.
8.2 Due to the nature of fabrics, fibres and stains, the Company does not guarantee that all stains, odours or marks will be completely removed, or that any particular result will be achieved. Some stains may be permanent and some odours may persist despite treatment.
8.3 The Company is not responsible for any wear, fading, discolouration or damage that becomes more visible after cleaning, where such conditions were pre-existing but not apparent before the Services were performed.
8.4 The Customer must inspect the work on completion of the Services. Any concerns about the quality of the work should be raised with the Operatives or with the Company as soon as possible, and no later than 48 hours after completion, so that the Company has an opportunity to review and, where appropriate, rectify the issue.
9. Liability and Insurance
9.1 The Company carries public liability insurance appropriate to the nature of its Services. Details of insurance cover are available on request.
9.2 The Company will take reasonable care when carrying out the Services; however, the Customer is responsible for securing or removing any fragile, valuable, or irreplaceable items from the working area.
9.3 The Company's liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of repairing the damage or the value of the affected item, subject always to any limitations or exclusions contained in the relevant insurance policy.
9.4 The Company shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of use, or loss of opportunity, arising from the provision or non-provision of the Services.
9.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited under UK law.
10. Waste Handling and Environmental Compliance
10.1 The Company will handle and dispose of any waste generated in the course of the Services in accordance with applicable UK waste management and environmental regulations.
10.2 Any waste arising from the Customer's activities, such as household refuse, building debris, or hazardous substances present at the Premises, is the sole responsibility of the Customer and is not included within the Company's Services unless explicitly agreed in writing.
10.3 The Customer must notify the Company in advance if there is any known contamination, such as bodily fluids, animal waste, chemical residues or other hazardous materials, in the areas to be cleaned. The Company reserves the right to refuse to handle hazardous materials or to charge additional fees where special procedures or equipment are required.
10.4 The Company endeavours to use cleaning products and methods that are efficient and environmentally responsible where reasonably practicable. However, the selection of products and methods is at the Company's discretion, taking into account safety, effectiveness, and regulatory requirements.
11. Health and Safety
11.1 The Company will conduct the Services in a manner consistent with applicable health and safety legislation and good industry practice.
11.2 The Customer shall ensure that the Premises are reasonably safe for the Operatives and shall inform the Company of any known risks or hazards such as loose floor coverings, faulty electrical sockets, or restricted ventilation.
11.3 The Customer must not interfere with or misuse any equipment or materials brought onto the Premises by the Company. The Customer is responsible for ensuring that children and pets do not come into contact with equipment, power cables, or cleaning solutions.
12. Complaints and Dispute Resolution
12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should contact the Company as soon as reasonably practicable, providing full details of the issue.
12.2 The Company will investigate complaints promptly and, where appropriate, may arrange a return visit to inspect the work and, if reasonably possible, to address the problem.
12.3 The Company's obligation in respect of any justified complaint will be limited to re-performing the relevant part of the Services, providing a partial refund, or offering a price reduction, at the Company's discretion and subject to applicable consumer protection laws.
13. Privacy and Data Protection
13.1 The Company will collect and process personal data about the Customer only to the extent necessary to manage bookings, deliver Services, and handle payments and communications.
13.2 The Company will handle personal data in compliance with applicable UK data protection legislation. Personal data will not be sold to third parties and will only be shared where necessary for the performance of the Services, for legal compliance, or with the Customer's consent.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that booking.
14.2 The latest version of these Terms and Conditions will be made available on request and may be published on the Company's website.
15. Governing Law and Jurisdiction
15.1 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.
15.2 Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 The Agreement is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.
16.4 These Terms and Conditions, together with any written confirmation of booking provided by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, correspondence or understandings.