Westhampstead Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Westhampstead Carpet Cleaners provides domestic and commercial carpet cleaning services, along with related upholstery, rug, and stain-treatment services where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms in full. If any part of these terms is not clear, the customer should raise the issue before the appointment is confirmed. These terms are intended to be fair, practical, and consistent with standard UK service practice.

The contract is formed between the customer and Westhampstead Carpet Cleaners when a booking is accepted, whether that acceptance is made verbally, in writing, or through a digital booking process. The services provided are limited to the tasks agreed at the time of booking, and any additional work requested on the day may be accepted or declined at the company’s discretion. Any estimate or quotation is based on the information provided by the customer and may be revised if the actual condition of the property differs materially from the description given.

These terms apply to all carpet cleaning appointments unless a separate written agreement has been signed by both parties. In the event of any inconsistency between a quotation and these terms, these terms will apply unless the quotation clearly states otherwise. References to “customer” mean the person booking the service or, where applicable, the person authorised to act on behalf of the property owner, occupier, landlord, or managing agent.

Booking Process

Bookings may be made by telephone, email, online form, or any other approved method offered by West Hampstead Carpet Cleaners. A booking is not guaranteed until it has been confirmed by the company and, where applicable, any required deposit has been received. The customer must provide accurate details about the property, including the type and approximate size of the areas to be cleaned, access arrangements, parking restrictions if relevant, and any known issues such as heavy staining, water damage, or delicate fibres.

When arranging a carpet cleaning appointment, the customer must ensure that the information supplied is complete and truthful. Failure to disclose relevant information may affect the time required, the equipment needed, the final price, or the effectiveness of the service. If the customer changes the scope of the work after the booking is confirmed, the company may amend the price, reschedule the appointment, or decline to carry out the additional work. Appointment times are given as estimates unless a specific time slot has been expressly confirmed.

Customers must ensure that the property is reasonably prepared for the service, including providing clear access to the areas to be cleaned and moving away fragile, valuable, or obstructive items unless otherwise agreed. The company may refuse to begin work if conditions are unsafe, unsanitary, or materially different from those described at booking. If access is denied or the customer is unavailable at the agreed time, the appointment may be treated as a late cancellation or a wasted visit.

Payments

Unless otherwise agreed in writing, payment for services is due on completion of the work and must be made using the payment methods accepted by West Hampstead Carpet Cleaners at the time of service. The company may require a deposit for larger, recurring, or high-value appointments. Any deposit requested is used to secure the booking and may be non-refundable in accordance with the cancellation terms set out below. Invoices are payable in full by the deadline shown on the invoice or receipt.

The customer is responsible for ensuring that payment is made by an authorised person. If payment is not received when due, the company reserves the right to charge reasonable recovery costs and, where lawful, statutory interest on overdue sums. Any dispute about the quality of the service does not automatically suspend the obligation to pay undisputed amounts. Where a service is completed and accepted at the property, the customer should raise any concerns promptly so they can be assessed in a fair and timely manner.

If additional work is requested during the appointment, the company may provide an updated price before proceeding. This includes, without limitation, extra stain treatments, additional rooms, or work requiring specialist products or extended labour. The customer will be notified if the scope of work changes substantially from the original booking and may decide whether to proceed at the revised price.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving reasonable notice. If notice is given within a period specified at the time of booking, no cancellation fee may apply. However, if the customer cancels at short notice, fails to provide access, or is not present at the property where attendance is required, the company may charge a cancellation fee or a wasted journey fee to cover lost time, reserved labour, and travel costs. The precise amount will be proportionate to the circumstances and any costs already incurred.

Where the company must cancel or reschedule due to illness, equipment failure, adverse weather, safety concerns, or other events beyond its reasonable control, the company will use reasonable efforts to offer a new appointment. In such cases, the company will not be liable for indirect loss, inconvenience, or related expenses beyond the value of the specific service not delivered. If a deposit was taken for an appointment that the company cancels and cannot reasonably reschedule, the deposit will be refunded unless part of the service has already been provided.

If a customer repeatedly changes appointments or fails to attend, the company may require advance payment for future bookings or may decline to accept further work. This helps ensure fair scheduling and avoids preventable loss to the business. Westhampstead Carpet Cleaners aims to be flexible, but repeated short-notice changes may affect availability.

Liability and Service Standards

The company will perform services with reasonable care and skill in accordance with the standards expected of a professional carpet cleaning service in the UK. However, because carpets and fabrics vary widely in age, construction, dye stability, previous cleaning history, and condition, the company cannot guarantee the complete removal of all stains, odours, or contamination. Some stains may be permanent, may reappear after drying, or may react unpredictably to cleaning products and moisture.

The company is not responsible for pre-existing damage, including but not limited to worn fibres, colour loss, shrinkage caused by prior conditions, loose seams, latent defects, old spills, or damage resulting from unsuitable materials. Where the customer asks the company to clean delicate or aged items, the customer accepts the inherent risk associated with professional cleaning. Any item that shows signs of instability, deterioration, or previous treatment may require a limited or test-clean approach before full cleaning is attempted.

The company’s liability for proven loss or damage caused directly by its negligence is limited, to the extent permitted by law, to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and fair wear and tear. The company will not be liable for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

The customer must take reasonable steps to protect belongings, fittings, and surfaces before and during the visit. This includes removing or securing items that may be damaged by movement, vibration, or the presence of cleaning solutions and equipment. The company is not liable for damage arising from the customer’s failure to provide appropriate instructions or to warn of hidden hazards, such as weak flooring, faulty electrics, unstable furniture, or concealed water damage. If a particular method or chemical is not suitable for a carpet type, the company may decline to proceed or may use an alternative method where possible.

If the customer believes damage has occurred, they must notify the company as soon as reasonably practicable and provide a clear description and, where possible, photographs. The company may require an opportunity to inspect the issue before any repair or compensation is agreed. Claims should be kept proportionate and evidence-based, and the customer must allow a reasonable chance to investigate the matter.

Waste Regulations and Environmental Responsibility

The company will dispose of waste generated directly by its own activities in a lawful and responsible manner, in accordance with applicable UK waste regulations and environmental requirements. This may include used cloths, disposable materials, and non-hazardous waste arising from the cleaning process. Where waste must be removed from the property, the company will decide the appropriate method of disposal or recycling, subject to legal and practical constraints.

The customer remains responsible for the lawful disposal of household waste, general rubbish, and items not generated by the company’s service. The company does not agree to remove prohibited, hazardous, or specialist waste unless this has been expressly arranged in advance and lawfully permitted. This includes, without limitation, chemicals, sharps, biohazards, asbestos-containing materials, and other regulated waste streams. If such materials are present or suspected, the company may suspend the service until the area is made safe.

Where waste segregation, containment, or special handling is required by law, the customer must inform the company before the appointment. The company may refuse to handle waste that would expose staff, the customer, or third parties to legal or safety risk. Any packaging, empty containers, or consumables left on site after the appointment should be managed by the customer unless the company has expressly agreed to remove them. The company will endeavour to minimise environmental impact through proportionate product use, sensible water consumption, and compliant disposal practices.

Access, Safety, and Customer Obligations

The customer must ensure safe access to the property and working areas. This includes providing electricity, water, and suitable parking or access arrangements where necessary for the service. If the company is unable to work safely or efficiently because access is restricted, the appointment may be delayed, shortened, or cancelled, and a charge may apply where the issue is within the customer’s control. The customer should also ensure that children, pets, and vulnerable persons are supervised appropriately during the visit.

The company may ask the customer to move furniture or to confirm that furniture movement is permitted before work starts. Heavy furniture may be excluded from standard service unless specifically included in the quotation. The company is not liable for minor marks, floor impressions, or movement-related effects caused by shifting heavy items where such movement was requested or agreed. If there is a risk that cleaning could affect flooring, finishes, or nearby surfaces, the company may explain the risk and seek the customer’s instruction before continuing.

Complaints and Remedies

If the customer is dissatisfied, they should contact the company promptly with full details of the issue so it can be reviewed. The company may, at its discretion and where appropriate, offer a re-clean, partial refund, or other reasonable remedy if it is satisfied that the service did not meet the standard reasonably expected. Any remedy offered will reflect the nature of the complaint, the evidence provided, and the extent of the work carried out. The company is not obliged to offer a remedy where dissatisfaction arises from pre-existing conditions, unrealistic expectations, or information withheld at booking.

The customer agrees to cooperate reasonably in any investigation of a complaint, including allowing access to the affected area where necessary. Any claim must be submitted within a reasonable time after the service and before the condition of the item materially changes due to use, drying, or third-party interference. This allows a fair assessment of what occurred during the appointment and what may have happened afterwards.

General Terms

These terms may be updated from time to time, and the version in force at the time of booking will usually apply unless a later change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by the company in exercising any right will operate as a waiver of that right.

For the purposes of this agreement, references to the singular include the plural and vice versa, and headings are for convenience only. The customer may not assign or transfer their rights without written consent, while the company may subcontract elements of the work where appropriate and lawful, provided that responsibility for the service remains with the company. Any notice under these terms may be given in writing or by electronic communication where accepted by the company.

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 parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. Westhampstead Carpet Cleaners operates in line with applicable UK consumer law, including requirements relating to fair trading, reasonable care and skill, and transparent service terms.