West Hampstead Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which West Hampstead Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation or allowing our operatives to start work, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company requesting or accepting the provision of services by West Hampstead Carpet Cleaning.
Company means West Hampstead Carpet Cleaning, the provider of the services.
Services means any carpet, rug, upholstery, curtain, mattress or related cleaning, stain treatment, deodorising, end of tenancy cleaning or other associated work carried out by the Company.
Premises means the property or location where the Services are to be carried out.
Operatives means employees, contractors or agents engaged by the Company to perform the Services.
2. Scope of Services
The Company provides professional cleaning services within West Hampstead and surrounding areas. The exact scope of work will be set out in the booking confirmation or quotation, including where relevant the rooms, items or areas to be cleaned, and any specific treatments requested.
The Company reserves the right to decline to provide Services at any Premises that it considers unsafe, unsuitable, inaccessible, or where conditions are significantly different from those described at the time of booking.
3. Booking Process
3.1 Bookings may be made by the Customer through the Companys accepted booking channels. By submitting a booking request, the Customer confirms that all information provided is accurate and complete.
3.2 A booking is only considered confirmed when the Customer has received explicit confirmation from the Company. The Company may issue confirmation verbally or in writing, including confirmation of date, approximate arrival time, scope of Services and any applicable charges.
3.3 The Customer is responsible for ensuring access to the Premises at the agreed time. Any parking arrangements or access instructions must be provided in advance. Where parking charges apply, these may be added to the final invoice.
3.4 The Company may request photographs, descriptions or other information about the Premises and items to be cleaned in order to provide an accurate quotation and to allocate appropriate time and equipment.
4. Quotations and Pricing
4.1 Any quotation given by the Company is based on the information provided by the Customer and on standard conditions. Quotations are estimates and may be revised if:
a. The information provided by the Customer is incomplete, inaccurate or has changed.
b. The condition or size of the items or areas to be cleaned differs materially from what was originally described.
c. Additional Services are requested by the Customer on site.
4.2 Unless expressly stated otherwise, prices are quoted inclusive of labour and standard cleaning materials. Any supplementary charges, such as congestion charges, parking fees or special treatment products, will be communicated where reasonably foreseeable.
4.3 The Company reserves the right to adjust its prices from time to time. The price applicable to a booking will be the price confirmed at the time the booking is accepted.
5. Customer Obligations
5.1 The Customer must ensure that the Premises are accessible on the agreed date and time, and that there is adequate lighting, electricity and hot water for the Services to be carried out.
5.2 The Customer must remove fragile items, valuables, small objects and personal belongings from the areas to be cleaned prior to the arrival of the Operatives. The Company is not responsible for moving heavy furniture, electrical equipment or other large items unless expressly agreed in advance.
5.3 The Customer must inform the Company before work begins of any known defects, risks or conditions affecting the items to be cleaned, such as loose seams, pre-existing stains, colour instability, wear and tear, or previous damage.
5.4 Children and pets must be kept away from work areas, equipment and solutions during and immediately after the cleaning process, as advised by the Operatives.
6. Payments
6.1 Unless otherwise agreed in writing, payment for the Services is due immediately upon completion of the work at the Premises. The accepted methods of payment will be communicated by the Company during the booking process.
6.2 For certain bookings, including larger jobs or commercial contracts, the Company may require a deposit or advance payment before confirming the booking. Any deposit requirements will be communicated clearly at the time of booking.
6.3 Where payment is not made on the day of service, the Company reserves the right to charge interest on overdue amounts at the statutory rate or a reasonable rate consistent with applicable law, together with any reasonable costs incurred in recovering the debt.
6.4 The Customer is responsible for ensuring that anyone booking Services on their behalf is duly authorised. The Customer remains liable for all charges incurred.
7. Cancellations, Rescheduling and Access
7.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. The minimum notice period for cancellation or rescheduling without charge will be communicated at the time of booking. If the Customer cancels or reschedules with less notice than required, the Company may apply a late cancellation fee or retain any deposit paid.
7.2 If the Operatives attend the Premises and are unable to gain access, or if the Customer is not present where required and no alternative arrangements have been agreed, this may be treated as a late cancellation and a call-out fee may be charged.
7.3 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, transport disruptions, illness, equipment failure or emergencies. In such instances, the Company will seek to offer the Customer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
8. Service Standards and Limitations
8.1 The Company will provide the Services with reasonable care and skill and in accordance with industry practice for professional cleaning in the local area.
8.2 While the Company will use appropriate cleaning methods and products, it does not guarantee the removal of all stains, odours, marks or contamination. The outcome may depend on factors outside the Companys control, such as the type of fibre, age and nature of the stain, prior treatments, and general condition.
8.3 Drying times for carpets and soft furnishings are estimates only and depend on ventilation, temperature and humidity at the Premises. The Customer is responsible for ensuring appropriate ventilation after the work is completed.
8.4 The Company does not provide structural repairs, pest control or specialist restoration services unless expressly agreed as part of a separate contract.
9. Damage, Liability and Insurance
9.1 The Company will take reasonable care when carrying out the Services. If damage occurs due to the negligence of the Company or its Operatives, the Company may at its discretion repair the damage, arrange for a third party to repair it, or provide reasonable compensation, subject to the limitations in this section.
9.2 The Company will not be liable for:
a. Normal wear and tear or deterioration resulting from the cleaning process on items that were already worn, faded, damaged or loosely fixed.
b. Pre-existing damage, defects, stains or odours, whether visible or not, or any issues that could not reasonably have been identified during a visual inspection.
c. Shrinkage, colour loss, texture change or other issues arising from the manufacturers limitations of the fabric, poor fitting, previous cleaning or treatments, or the Customers failure to follow care instructions.
d. Any indirect, consequential or economic loss, including loss of profit, loss of income, or loss of enjoyment, arising from the provision or non-provision of the Services.
9.3 The total liability of the Company in respect of any claim arising out of or in connection with the Services shall, to the extent permitted by law, be limited to the amount paid by the Customer for the specific Service giving rise to the claim.
9.4 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded.
10. Complaints and Claims
10.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably practicable, and in any event within a reasonable period after completion of the work, to allow the Company to investigate and, where appropriate, rectify the issue.
10.2 The Customer must provide details of the complaint and allow the Company access to inspect the Premises and any allegedly affected items. The Company may offer a re-clean or other reasonable remedy where it is found that the Services were not carried out with reasonable care and skill.
10.3 Claims for damage must be supported by evidence and reported promptly. Delayed reporting that prevents proper investigation may affect the Companys ability to assess the claim.
11. Health, Safety and Waste Regulations
11.1 The Company and its Operatives will comply with applicable health and safety legislation and will use cleaning chemicals and equipment in a manner intended to minimise risk to people, pets and property.
11.2 The Customer agrees to follow any reasonable instructions given by the Operatives regarding access restrictions, use of areas just cleaned, and ventilation during and after the cleaning process.
11.3 The Company will dispose of its own standard operational waste, such as used cleaning solutions and disposable materials, in accordance with relevant waste management regulations and best practice. Where the Services generate specific waste beyond normal cleaning waste, such as bulky items or hazardous materials, additional charges may apply or the Company may decline to remove such waste.
11.4 The Customer remains responsible for any household or commercial waste at the Premises that is not directly connected to the provision of the Services. The Company is not a licensed waste carrier for general clearance unless stated otherwise in a separate agreement.
12. Property and Risk
12.1 All equipment, materials and tools brought to the Premises by the Company remain the property of the Company at all times.
12.2 Risk of damage to or loss of the Customers property remains with the Customer, except where damage or loss is directly caused by the negligence of the Company or its Operatives.
13. Privacy and Data Protection
13.1 The Company may collect and process personal information about the Customer in order to provide and manage the Services, including handling bookings, payments, and communications.
13.2 The Company will handle personal data in a manner consistent with applicable data protection laws, using it only for legitimate business purposes and taking reasonable steps to protect it from unauthorised access or disclosure.
14. Variation of Terms
14.1 The Company may amend these Terms and Conditions from time to time. Any updated version will apply to new bookings from the date on which the revised Terms and Conditions are issued or made available.
14.2 The version of the Terms and Conditions applicable to a particular booking will be those in force at the time the booking was confirmed, unless a variation is expressly agreed in writing between the Company and the Customer.
15. Force Majeure
15.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, flooding, fire, acts of God, strikes, transport disruption, or public health restrictions.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 the Services.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.
17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings, representations or agreements, whether oral or written.
By proceeding with a booking or allowing the Services to commence, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
