Carpet Cleaning W2 Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning W2 provides professional carpet and related cleaning services within its service area. By making a booking, you agree that you have read, understood, and accepted these Terms and Conditions, which form a binding agreement between you and Carpet Cleaning W2.

These terms apply to all services supplied to domestic and commercial customers unless otherwise agreed in writing. If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking.

1. Definitions

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

1.1 "Company" means Carpet Cleaning W2, the provider of the cleaning services.

1.2 "Customer" or "you" means the individual or organisation booking or receiving the services.

1.3 "Services" means professional carpet cleaning and any additional cleaning services agreed between the Company and the Customer.

1.4 "Premises" means the property or location where the services are to be carried out.

1.5 "Technician" means any member of staff or contractor engaged by the Company to carry out the services.

2. Scope of Services

2.1 The Company provides professional carpet cleaning and related services within its designated service area, including but not limited to properties located in the W2 district and nearby neighbourhoods.

2.2 The specific services to be provided, including the type of cleaning, areas to be treated, and any additional tasks, will be agreed at the time of booking and confirmed in your booking confirmation.

2.3 The Company reserves the right to decline any booking where it reasonably believes that the work requested is unsafe, unsuitable, beyond the Company’s capabilities, or outside the agreed service area.

2.4 Any photographs, descriptions, or examples of results provided by the Company are for illustration purposes only. Actual results may vary depending on the condition, age, material, and prior treatment of the carpets and other surfaces.

3. Booking Process

3.1 Bookings may be requested by the Customer via the Company’s accepted communication channels as made available from time to time.

3.2 When requesting a booking, the Customer must provide accurate and complete information, including property access details, approximate room sizes, carpet or fabric types where known, preferred date and time, and any specific issues such as heavy soiling, stains, or pet odours.

3.3 The Company will confirm availability and provide a quotation based on the information supplied. All quotations are given in good faith but are subject to change if the information provided is inaccurate or incomplete.

3.4 A booking is only considered confirmed when the Customer receives explicit confirmation from the Company, which may include the agreed date, time window, estimated duration, and price, and any required deposit has been received where applicable.

3.5 The Company reserves the right to amend the booking time or date where necessary, for example due to staff illness, equipment failure, or unforeseen circumstances. In such cases, the Company will offer the nearest available alternative appointment.

4. Access and Customer Responsibilities

4.1 The Customer is responsible for ensuring that the Premises are accessible at the agreed time. This includes providing accurate address details and, where necessary, entry codes, keys, or access instructions.

4.2 Adequate lighting, electricity, and running water must be available at the Premises throughout the duration of the visit. Failure to provide these may affect the Company’s ability to carry out the services and may result in additional charges.

4.3 The Customer must ensure that the areas to be cleaned are reasonably clear of small items, fragile objects, personal belongings, and obvious obstructions. The Company’s Technicians are not responsible for moving large, heavy, or fragile furniture unless previously agreed.

4.4 The Customer must inform the Company of any known hazards at the Premises, such as loose floorboards, damaged wiring, or health risks, and of any particular sensitivities, for example to cleaning products.

4.5 The Customer must ensure that children, pets, and vulnerable persons are supervised and kept away from cables, machinery, and wet or treated areas during and after the cleaning as instructed by the Technician.

5. Pricing and Payments

5.1 Prices are usually quoted per room, area, or job, depending on the nature of the works. All prices will be stated before the booking is confirmed, unless otherwise agreed for ongoing or bespoke contracts.

5.2 The Company reserves the right to revise the quoted price on site if the actual work differs significantly from the description provided at the time of booking, for example if rooms are substantially larger than stated, there is unexpected heavy soiling, or additional tasks are requested.

5.3 Unless otherwise agreed, payment is due on completion of the services at the Premises. The Company may accept various payment methods as specified from time to time.

5.4 For certain bookings, the Company may require a deposit or prepayment at the time of booking. Any such requirement will be communicated clearly before confirmation.

5.5 Invoices, where issued, are payable by the due date stated. The Company reserves the right to charge reasonable late payment fees or statutory interest for overdue amounts, in accordance with applicable law.

5.6 All prices are given inclusive of any applicable taxes, unless otherwise stated.

6. Cancellations, Rescheduling and No-Show

6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice via the same or another accepted communication channel.

6.2 If the Customer cancels or reschedules less than 24 hours before the agreed appointment time, the Company reserves the right to apply a late cancellation charge, which may be up to a reasonable proportion of the quoted price to cover allocated time and costs.

6.3 If the Technician attends the Premises at the agreed time and is unable to gain access, or the Customer is not present where required and cannot be contacted within a reasonable period, the visit may be treated as a cancellation. In such circumstances, a call-out or no-show fee may be charged.

6.4 The Company may cancel or reschedule bookings due to circumstances beyond its control, including but not limited to severe weather, accidents, illness, or equipment issues. In such cases, the Company will offer an alternative appointment. The Company will not be liable for any losses arising from such cancellations, beyond refunding any prepayments for the cancelled service.

7. Service Standards and Limitations

7.1 The Company aims to provide services with reasonable care and skill, using appropriate equipment and cleaning solutions suited to the task, as far as reasonably possible.

7.2 While the Company will use its professional judgment to treat stains and soiling, it does not guarantee complete removal of all stains, odours, or marks. Results depend on factors such as the type and age of stain, material, prior cleaning attempts, and general condition.

7.3 Certain materials, including but not limited to some natural fibres, delicate fabrics, and older carpets, may be at higher risk of wear, colour loss, shrinkage, or damage. The Customer must inform the Technician of any known sensitivities, prior damage, or manufacturer warnings before cleaning begins.

7.4 Drying times after cleaning vary according to ventilation, temperature, humidity, and material. The Company will provide general guidance but cannot guarantee specific drying times.

7.5 The Company may refuse to clean items that it reasonably considers too fragile, damaged, or unsuitable for the cleaning methods available, and accepts no liability for any consequences of the Customer insisting on cleaning against professional advice.

8. Damage, Liability and Insurance

8.1 The Company maintains appropriate insurance cover in respect of its legal liabilities arising from the services provided. Details of cover can be made available upon reasonable request.

8.2 The Company will take reasonable care when providing the services. If the Customer believes that damage has occurred as a result of the services, the Customer must report this to the Company as soon as reasonably practical and in any event within 48 hours of the service, giving full details and, where possible, supporting evidence.

8.3 The Company’s liability for loss or damage arising from the services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of repair or replacement of the affected item, or the total price paid for the services in question, except where such limitation is not permitted by law.

8.4 The Company shall not be liable for normal wear and tear, pre-existing damage, defects or weakening of fabric or materials that become apparent during or after cleaning, nor for any damage resulting from inaccurate or incomplete information supplied by the Customer.

8.5 The Company shall not be liable for indirect, consequential, or purely economic losses, including but not limited to loss of profit, loss of opportunity, loss of enjoyment, or any costs associated with alternative accommodation.

8.6 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot lawfully be excluded or limited.

9. Customer Complaints and Rectification

9.1 If the Customer is dissatisfied with any aspect of the services, the Customer should notify the Company as soon as possible, and no later than 48 hours after completion. The Company may request photographs or further details to assess the issue.

9.2 Where the Company reasonably agrees that the services did not meet the agreed standard, the Company may, at its discretion, offer to re-clean the relevant areas or provide a partial refund, as deemed appropriate.

9.3 Any offer of re-cleaning must usually be taken up within a reasonable period. The Company’s decision regarding the appropriate remedy will take into account the condition of the carpets or items prior to cleaning and any limitations explained to the Customer.

10. Waste Handling and Environmental Requirements

10.1 The Company will handle and dispose of any waste arising directly from the services in accordance with applicable waste regulations and environmental standards.

10.2 Where waste must be removed from the Premises, the Company will ensure that such waste is handled, stored, and transferred safely and responsibly, and will use authorised facilities where required by law.

10.3 The Customer is responsible for the disposal of any household, commercial, or hazardous waste that is not directly generated by the Company’s activities. The Company is not obliged to remove general refuse, large objects, or hazardous materials unless specifically agreed as part of the service.

10.4 Certain substances, such as asbestos, chemicals, or biological contaminants, fall outside the scope of standard carpet cleaning. If such materials are discovered, the Technician may suspend work and the Company may cancel or amend the service, with any additional costs or specialist services to be the responsibility of the Customer.

11. Health, Safety and Conduct

11.1 The Company and its Technicians will comply with relevant health and safety obligations while on the Premises and will take reasonable steps to minimise risk to persons and property.

11.2 The Customer agrees not to request or insist on any action that is unsafe, unlawful, or contrary to good practice. Technicians may decline to follow instructions that foreseeably place them or others at risk.

11.3 The Company expects all Customers and persons present at the Premises to treat Technicians with respect. The Company may terminate the service immediately in the event of abusive, threatening, or inappropriate behaviour, with any outstanding costs remaining payable.

12. Force Majeure

12.1 The Company shall not be in breach of these Terms and Conditions nor liable for 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.

12.2 Such events may include, but are not limited to, extreme weather, natural disasters, acts of government, strikes, transport disruption, pandemics, or serious equipment failure that could not reasonably have been foreseen or prevented.

13. Privacy and Data Protection

13.1 The Company will collect and use personal information from the Customer only to the extent necessary to provide the services, manage bookings, process payments, and comply with legal obligations.

13.2 The Company will take reasonable steps to protect personal data and will not sell or share it with third parties for marketing purposes without the Customer’s consent, except where required by law or necessary for the provision of the services.

13.3 By providing personal information, the Customer consents to its use in connection with the services in accordance with this clause.

14. Changes to Terms and Conditions

14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s operations.

14.2 The terms in force at the time of your booking will govern that particular service, unless a change is required by law or you agree to the updated terms.

15. Governing Law and Jurisdiction

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

15.2 The parties agree that 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.

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 or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

16.2 No failure or delay by the Company in enforcing any right or remedy under these Terms and Conditions shall be construed as a waiver of such right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the services and supersede any prior understandings, representations, or arrangements, whether oral or written, relating to their subject matter.

By booking services with Carpet Cleaning W2, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.