Terms and Conditions for Carpet Cleaners TW13
These Terms and Conditions set out the basis on which Carpet Cleaners TW13 provides carpet and soft furnishing cleaning services to domestic and commercial customers in the United Kingdom. By making a booking, confirming an appointment, allowing access to the property, or paying a deposit or invoice, the customer agrees to be bound by these terms. Please read them carefully before proceeding with any service. These terms are intended to be fair, transparent, and consistent with UK consumer law and standard service practice.
In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider trading as Carpet Cleaners TW13. References to “you” and “your” mean the customer, client, or any person authorised to act on behalf of the customer. The service may include carpet cleaning, stain treatment, upholstery cleaning, rug care, and related fabric or floor-care services as agreed at the time of booking. All services are subject to availability, suitability of materials, and the condition of the items or premises.
These terms apply to all bookings, whether made by phone, email, online form, text message, or any other accepted method. They also apply to any quotation, estimate, or written confirmation provided before the work begins. If there is any conflict between these terms and a specific written agreement signed by both parties, the written agreement will take priority to the extent of the conflict only.
1. Booking Process
Bookings are only confirmed once the customer has provided the required details and we have accepted the appointment. The booking process normally includes the following steps:- Provision of the customer’s name, address, and preferred appointment date or time.
- Details of the items to be cleaned, including room count, fabric type, stain concerns, or access issues.
- Confirmation of any special instructions, parking restrictions, or health and safety considerations.
- Acceptance of an estimate, quotation, or fixed price where applicable.
- Payment of any deposit requested for secured bookings.
Any quotation is based on the information supplied by the customer. If the actual condition, size, access, or level of contamination differs from the information provided, the price may be adjusted reasonably before or during the visit. We will always aim to explain the reason for any change in price before proceeding.
The customer is responsible for ensuring that all information supplied during booking is accurate and complete. This includes disclosing fragile items, pet-related soiling, water damage, pre-existing wear, delicate fibres, or any treatment previously applied to the carpet cleaners tw13 area items. Failure to provide accurate information may affect the outcome, the safety of the work, and any applicable warranty or liability position.
2. Payments
Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept cash, bank transfer, card payment, or another approved method. The customer must ensure that payment is made in full and cleared promptly. Where a deposit is required, it will be deducted from the final invoice total unless stated otherwise.All prices are normally quoted in pounds sterling and may be shown inclusive or exclusive of VAT depending on our business status and the way the quotation is issued. Any applicable tax will be identified where required by law. Additional charges may apply for extra rooms, severe staining, inaccessible areas, parking or congestion charges, specialist treatments, or urgent appointments agreed at the customer’s request.
If payment is not received when due, we reserve the right to charge reasonable late payment interest and recovery costs to the extent permitted by law. We may also withhold any report, receipt, or follow-up service until payment has been completed. Non-payment may result in debt recovery action, though we will always seek to resolve any genuine billing dispute first. A billing dispute does not remove the obligation to pay undisputed amounts.
3. Cancellations, Rescheduling, and Access
The customer may cancel or reschedule a booking by giving reasonable notice. If a booking is cancelled with sufficient notice, any deposit may be refunded or transferred at our discretion, subject to administrative costs where permitted. The amount retained, if any, will reflect genuine costs already incurred, such as scheduling, materials reserved, or travel preparation.If cancellation occurs at short notice, or if access is not provided when our operative arrives, we may charge a cancellation fee or call-out fee. This is because time has been reserved exclusively for the customer and may be difficult to replace at short notice. A “short notice” cancellation generally means cancellation made too close to the appointment to reasonably reallocate the slot, including where the customer is unavailable or the property cannot be entered.
The customer must ensure that the premises are accessible at the agreed time and that any necessary keys, access codes, parking permissions, permits, or instructions are available. If we are delayed or unable to perform the work because access is denied, the customer may be charged for reasonable wasted time and travel. We are not responsible for missed appointments caused by incorrect addresses, faulty entry systems, or unavailable third parties.
4. Service Delivery and Customer Responsibilities
We will carry out services with reasonable care and skill, using equipment and products selected for the relevant surface and level of soiling. However, carpet cleaning and related treatments are influenced by fibre type, wear, prior treatment, staining age, ventilation, humidity, and previous maintenance. As a result, some marks, shading, or wear patterns may not be fully removable.The customer should move lightweight items and remove valuables, money, fragile decorations, and personal items before the appointment. Unless specifically agreed, we are not responsible for moving heavy furniture, electrical equipment, or items that require disconnection. Where furniture is moved by us at the customer’s request, we will do so with reasonable care, but we may refuse to move items that are unsafe, excessively heavy, or likely to cause damage.
The customer must inform us of any hazardous materials, dampness, mould, infestation, asbestos risk, unstable flooring, or known structural defects. We may suspend or refuse service if conditions are unsafe or unsuitable. Any postponement made for safety reasons will not be treated as a breach by us.
5. Liability and Limitations
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence.We are not liable for pre-existing damage, hidden defects, colour loss, fibre weakness, shrinkage caused by unsuitable materials, or deterioration resulting from age, wear, manufacturing fault, or previous improper cleaning. Some carpets and upholstery may react unpredictably to moisture, heat, cleaning agents, or extraction methods. The customer accepts that results can vary and that complete stain removal cannot always be guaranteed.
Where a claim relates to damage or dissatisfaction, the customer must notify us within a reasonable time after the service, providing a clear description and, where possible, supporting photographs. We may request an opportunity to inspect the item or attempt a reasonable remedy before any compensation is considered. Our responsibility, if established, may be limited to re-cleaning, repairing, or refunding the relevant portion of the service fee, at our reasonable discretion and in line with applicable law.
6. Waste Regulations and Environmental Compliance
We operate in accordance with applicable UK waste, environmental, and duty-of-care requirements. Any waste generated by the service, including used filters, disposable cloths, packaging, or removed debris, will be handled responsibly and disposed of lawfully. Where waste transfer, carriage, or disposal records are required by law, we will keep or arrange them as appropriate.The customer remains responsible for declaring any unusual waste, contamination, or materials that may require special handling before the appointment. This includes, without limitation, bodily fluids, biohazards, chemical residues, oil contamination, pest-related waste, or other hazardous substances. We may decline to handle such materials unless we have agreed in advance that the service is appropriate and we are equipped and authorised to do so.
We may use cleaning products and processes intended to reduce environmental impact where reasonably practicable, but we do not guarantee specific eco-labels, water savings, or zero-residue outcomes unless expressly stated in writing. Any recycling or disposal carried out by us will be subject to operational practicality, local disposal rules, and safety requirements. The customer must not request disposal of prohibited materials through ordinary waste streams.
7. Complaints, Remedies, and Disputes
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible after completion. We will review the issue in good faith and may ask for photos, a description of the concern, and access to the affected area or item. Many issues can be resolved by an inspection, a touch-up, or a follow-up treatment where appropriate.We aim to resolve complaints promptly and fairly. However, no complaint automatically entitles the customer to a refund unless there has been a proven failure to provide the service with reasonable care and skill, or another legal basis for repayment exists. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK legislation.
If a dispute cannot be resolved informally, both parties agree to try to settle the matter through reasonable negotiation before starting formal proceedings. Any delay in raising a complaint may make it harder to investigate effectively and may reduce the remedies available, especially where the item has since been used, moved, or cleaned by another party.
8. Force Majeure and Changes to Appointments
We will not be responsible for delays or failure to perform caused by events beyond our reasonable control. Such events may include severe weather, accidents, transport disruption, illness, power failure, strike action, supply issues, fire, flood, or government restrictions. In these circumstances we may reschedule the appointment or, where necessary, cancel it without liability for consequential loss.We may also need to change the timing or order of appointments in response to operational demands or safety considerations. Where possible, we will provide reasonable notice and offer an alternative slot. We will not intentionally vary the service in a way that materially reduces the agreed scope without explanation or agreement.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer legislation provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.10. General Provisions
Any failure by us to enforce a right or provision under these terms shall not be deemed a waiver of that right or provision. If any wording is held unenforceable, it will be interpreted, where possible, in a way that reflects the original commercial intent while remaining lawful.Carpet Cleaners TW13 may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. Customers are encouraged to review the terms before confirming any appointment so they understand the scope, payment obligations, and limitations that apply.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions.
