Terms And Conditions

Service Terms and Conditions for Carpet Cleaners West Hampstead

These Terms and Conditions set out the basis on which Carpet Cleaners West Hampstead provides professional cleaning services to consumers and business customers 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 words have the meanings set out below:

Customer means any individual or organisation that requests or receives services from Carpet Cleaners West Hampstead.

Company, we or us means Carpet Cleaners West Hampstead, the provider of the services.

Services means carpet cleaning and any related cleaning services offered by the Company from time to time.

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

Booking means a confirmed request for Services accepted by the Company.

2. Scope of Services

The Company provides professional carpet cleaning and associated services within its designated service area. Services may include, but are not limited to, carpet cleaning, rug cleaning, upholstery cleaning and related treatments that are reasonably incidental to these activities.

The exact scope of work will be agreed at the time of booking, based on the Customer's description of the Premises and the items to be cleaned. The Company reserves the right to amend the scope or price of the Services if the information provided at the time of booking is incomplete or inaccurate, or if the condition of the items to be cleaned is substantially different from what was described.

3. Booking Process

3.1 Bookings may be made through the Company’s accepted booking channels as specified on its promotional or information materials. By placing a booking, the Customer confirms that they are at least 18 years old and legally capable of entering into a binding contract.

3.2 When a booking request is received, the Company will provide a proposed date, time window, and price estimate for the Services. A Booking is only considered confirmed when the Company has expressly accepted it and provided confirmation to the Customer.

3.3 The Customer must provide accurate information about the Premises, including access arrangements, parking availability, size and type of areas to be cleaned, and any specific requirements. The Customer should also inform the Company of any existing damage, heavy soiling, stains, or unusual conditions that may affect the performance or outcome of the Services.

3.4 The Company may decline or cancel any Booking at its discretion, including where the Premises are unsafe, inaccessible, or not reasonably suitable for the performance of the Services. Where possible, the Company will notify the Customer as soon as reasonably practicable and offer an alternative date or a refund of any pre-paid amounts, subject to these Terms and Conditions.

4. Access, Parking and Customer Obligations

4.1 The Customer must ensure that the Company’s operatives have safe and reasonable access to the Premises at the agreed time. This includes providing entry codes, keys, or the presence of an authorised person to admit the operatives.

4.2 The Customer is responsible for arranging suitable parking for the Company’s vehicle close to the Premises and for covering any parking charges or permits that may be required for the duration of the visit.

4.3 The areas and items to be cleaned must be reasonably clear of personal belongings, fragile items, and hazards. The Customer should remove small furniture and personal items where possible, or inform the Company of any items that should not be moved.

4.4 The Customer must notify the Company of any health and safety risks at the Premises, including loose flooring, electrical issues, or hazardous substances. The Company reserves the right to refuse or suspend the Services if operating conditions are unsafe.

5. Prices and Payments

5.1 Prices for Services are generally quoted based on the information provided by the Customer and may be given as a fixed price or an estimate. All prices are in pounds sterling and may be subject to applicable taxes or charges as communicated to the Customer.

5.2 The Company reserves the right to revise the price if the actual condition, size, or nature of the work at the Premises differs materially from what was described at the time of booking. Any additional charges will be discussed with the Customer before proceeding where reasonably possible.

5.3 Payment terms will be communicated at the time of booking. The Company may require full or partial payment in advance, a deposit, or payment on completion. Accepted payment methods will be specified by the Company and may include card payments, bank transfers or other recognised methods.

5.4 All payments must be made in accordance with the agreed terms. If payment is not received when due, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs of collection.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a Booking by providing notice within the timeframe specified by the Company at the time of booking. Where sufficient notice is given, any deposit or pre-paid amount may be refunded or applied to a new booking, subject to any stated conditions.

6.2 If the Customer cancels or reschedules with insufficient notice, fails to provide access to the Premises, or is otherwise not ready for the Services at the agreed time, the Company may charge a cancellation fee. This may be up to the full price of the scheduled Services, reflecting the time and resources reserved.

6.3 The Company may cancel or reschedule a Booking due to circumstances beyond its reasonable control, including severe weather, traffic disruption, staff illness, equipment failure, or safety concerns. In such cases, the Company will offer an alternative appointment or a refund of any pre-paid amounts for the affected booking, but will not be liable for any indirect or consequential losses arising from the cancellation.

7. Service Standards and Limitations

7.1 The Company will exercise reasonable care and skill in the performance of the Services and will aim to achieve a high standard of professional cleaning, taking into account the nature and condition of the materials being cleaned.

7.2 The Customer acknowledges that certain stains, odours, wear, and damage may be permanent and cannot be fully remedied by cleaning. The Company does not guarantee the removal of all stains or defects and will not be liable if the desired results cannot be achieved despite reasonable efforts.

7.3 Some cleaning treatments may involve the use of water, detergents, or machinery. The Customer is responsible for informing the Company of any known sensitivities, colour fastness issues, or manufacturer instructions relating to carpets, rugs, or upholstery. The Company will not be liable for damage that arises where information has been withheld, inaccurate, or not reasonably discoverable in advance.

7.4 Drying times will vary depending on the fabric, temperature, ventilation, and other factors. The Company may provide indicative drying times, but these are estimates only. The Customer should not place heavy furniture back on damp surfaces or use treated areas until they are fully dry to avoid damage or marking.

8. Damage, Complaints and Rectification

8.1 The Customer should inspect the completed work as soon as reasonably possible. Any concerns or complaints about the Services should be raised with the Company within a reasonable time, and in any event no later than 48 hours after completion of the visit, so that the Company has an opportunity to investigate and rectify the issue.

8.2 Where the Company is responsible for damage to items or property through its negligence or failure to exercise reasonable care and skill, it may, at its option, offer to repair the damage, replace the affected item on a like-for-like basis, or pay fair compensation taking into account the age and condition of the item.

8.3 The Company will not be responsible for damage that arises from inherent defects, wear and tear, pre-existing damage, faulty materials or construction, or where the Customer has not followed the Company’s reasonable instructions before or after the cleaning service.

9. Liability

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

9.2 Subject to the above, the Company’s total liability to the Customer for all losses arising under or in connection with any Booking or the provision of Services shall not exceed the price paid or payable for the Services in question.

9.3 The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services or any delay or failure to perform them.

9.4 The Customer remains responsible for any valuable, fragile, or irreplaceable items at the Premises. The Company recommends that such items are removed from the areas to be cleaned or adequately protected before the Services commence.

10. Waste Handling and Environmental Regulations

10.1 The Company will handle and dispose of waste generated in the course of providing the Services in compliance with applicable waste management and environmental regulations in the United Kingdom.

10.2 Waste typically created during carpet and upholstery cleaning may include soiled water, used consumables, packaging, and general rubbish. The Company will take reasonable steps to separate, contain, and remove its own operational waste from the Premises, unless otherwise agreed.

10.3 The Customer is responsible for the lawful disposal of any larger items, household waste, or materials that fall outside the ordinary scope of the Company’s cleaning activities. The Company is not a general rubbish removal or licensed waste carrier for bulk or hazardous waste, unless specifically stated.

10.4 The Company endeavours to use cleaning methods and products that are effective and responsible. Where requested and feasible, the Company may offer environmentally considerate options, but exact formulations and disposal routes may vary depending on the nature of the work and regulatory requirements.

11. Customer Data and Privacy

11.1 The Company will collect and process personal data such as names, addresses, and contact details for the purpose of managing Bookings, providing Services, taking payment, and handling enquiries or complaints.

11.2 The Company will take reasonable steps to protect Customer data and will not sell or knowingly disclose it to third parties except where necessary to provide the Services, comply with legal obligations, or where the Customer has given consent.

11.3 By placing a Booking, the Customer consents to the use of their data as described, subject to any applicable data protection laws in the United Kingdom.

12. Force Majeure

12.1 The Company will not be in breach of these Terms and Conditions or liable for any 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. These may include extreme weather, natural disasters, public utility failures, transport disruptions, strikes, or government restrictions.

12.2 In such circumstances, the Company will use reasonable endeavours to notify the Customer and to perform the Services as soon as reasonably possible, or to arrange an alternative appointment.

13. Amendments to Terms and Conditions

13.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to that Booking.

13.2 Customers are encouraged to review the current Terms and Conditions periodically to stay informed about any changes relevant to the use of the Company’s Services.

14. Governing Law and Jurisdiction

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

14.2 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, save that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be deemed deleted but shall not affect the validity and enforceability of the remaining provisions.

15.2 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.

15.3 These Terms and Conditions, together with the details set out in the Booking confirmation, form the entire agreement between the Customer and the Company in relation to the Services and supersede any prior statements, representations, or understandings, whether written or oral.

By confirming a booking with Carpet Cleaners West Hampstead or allowing the Services to proceed, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.