West Hampstead Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which West Hampstead Carpet Cleaners provides professional cleaning services to residential and commercial clients. By booking or using 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 expressions shall have the meanings set out below:
Client or you means the person, firm or company booking or receiving cleaning services from West Hampstead Carpet Cleaners.
Company, we, us or our means West Hampstead Carpet Cleaners, the cleaning services provider.
Services means any carpet, rug, upholstery, mattress, hard floor or related cleaning service provided by the Company, as well as any additional services agreed in writing.
Premises means the property or area where the Services are to be performed.
Booking means a confirmed request by the Client for the Company to provide Services on a specified date and time.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within its operating area, including West Hampstead and nearby locations in North West London and surrounding districts, subject to availability.
2.2 The exact scope of work, including approximate duration, cleaning methods and any additional tasks, will be agreed at the time of Booking based on the information provided by the Client.
2.3 The Company reserves the right to refuse or discontinue Services if the Premises present a health and safety risk, are excessively cluttered, or contain hazardous materials beyond the scope of standard cleaning work.
2.4 Any timescales provided for completion of the Services are estimates only and may vary depending on the condition of the items being cleaned and access to the Premises.
3. Booking Process
3.1 Bookings may be made by the Client through our accepted channels, including online enquiry forms or other approved booking methods advertised by the Company from time to time.
3.2 When making a Booking, the Client must provide accurate details, including the address of the Premises, type and approximate size of areas or items to be cleaned, parking information and any relevant access requirements.
3.3 The Booking will only be confirmed once the Company has accepted the request and communicated confirmation to the Client. The Company may refuse any Booking at its discretion.
3.4 The Client is responsible for ensuring that someone with authority to grant access to the Premises is present at the agreed start time, or that suitable arrangements for key collection or entry have been made with the Company in advance.
3.5 The Client must inform the Company of any special instructions, delicate fabrics, known stains, or material sensitivities that may affect the choice of cleaning method or products.
4. Prices and Quotations
4.1 All prices are quoted in pounds sterling and are subject to applicable UK taxes, where relevant, unless explicitly stated otherwise.
4.2 Any price quoted prior to inspection of the Premises or items to be cleaned is an estimate only, based on information provided by the Client.
4.3 The Company reserves the right to amend the quoted price if the information given by the Client is inaccurate or incomplete, or if the actual condition, size or access to the Premises differs significantly from what was described. In such cases, the Company will inform the Client of the revised price before commencing or continuing with the Services.
4.4 Promotional offers, discounts or special rates are subject to specific terms, availability and time limits, and may be withdrawn or amended at any time without notice.
5. Payments and Charges
5.1 Payment terms will be confirmed at the time of Booking. Unless otherwise agreed, payment is due on completion of the Services on the day they are provided.
5.2 The Company accepts payment by commonly used UK payment methods made available by the Company at the time of service or booking. The Client is responsible for ensuring that sufficient funds are available.
5.3 For certain Bookings, particularly larger or commercial projects, the Company may require a deposit or pre-payment. Any deposit amount and due date will be communicated to the Client prior to confirmation of the Booking.
5.4 If payment is not received when due, the Company reserves the right to charge reasonable administrative fees and, where applicable, interest on overdue amounts in accordance with UK law.
5.5 The Client shall not be entitled to withhold or set off any payment due to the Company on the basis of any complaint or alleged defect in the Services unless agreed by the Company in writing.
6. Cancellations, Rescheduling and Access
6.1 The Client may cancel or reschedule a Booking by giving the Company reasonable notice. Specific notice periods and any related charges will be communicated at the time of Booking, but the Company generally requires at least 24 hours notice for standard residential appointments.
6.2 If the Client cancels or reschedules with less notice than required, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge a late cancellation or call-out fee, which may be up to the full estimated cost of the Booking.
6.3 If the Company needs to cancel or reschedule a Booking due to unforeseen circumstances, staff illness, equipment failure, traffic disruption, or other events beyond its reasonable control, it will notify the Client as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such changes.
6.4 If the Company is unable to gain access to the Premises at the agreed time due to reasons under the Client’s control, including incorrect address details, lack of keys, or parking restrictions undisclosed at the time of Booking, this may be treated as a late cancellation and subject to related charges.
7. Client Responsibilities and Preparation
7.1 The Client must ensure that the Premises are safe and accessible for the Company’s staff, and that sufficient lighting, electricity and, where relevant, water supply are available throughout the appointment.
7.2 The Client must remove fragile, valuable or sentimental items from areas where the Services will be performed, or clearly point them out to staff. The Company accepts no responsibility for items left in or on furniture, carpets or other areas that have not been removed by the Client prior to cleaning.
7.3 The Company’s staff will not move heavy furniture or appliances that could pose a health and safety risk or cause damage to the Premises. The Client should arrange for such items to be moved in advance if cleaning is required underneath or behind them.
7.4 Children and pets should be kept away from the work areas during and immediately after cleaning, particularly while carpets and upholstery remain damp and until advised safe.
8. Service Quality, Stains and Limitations
8.1 The Company aims to deliver a high standard of cleaning and will use appropriate methods and products suited to the material and level of soiling.
8.2 While the Company will endeavour to treat stains and marks, it cannot guarantee complete removal of all stains, especially where they are old, previously treated with unsuitable products, caused by dyes, bleach, pet accidents or other substances that permanently damage fibres.
8.3 The Client acknowledges that, in some cases, cleaning may reveal pre-existing wear, fading, sun damage, discolouration or hidden defects in carpets, rugs or upholstery, for which the Company is not responsible.
8.4 Any concerns about the quality of the Services must be reported to the Company within a reasonable period after completion, generally within 48 hours, so that an appropriate review or remedial action can be considered.
9. Liability and Insurance
9.1 The Company will exercise reasonable care and skill in the provision of the Services and carries appropriate liability insurance as required for its operations within the UK.
9.2 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
9.3 Subject to the above, the Company’s total liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Client for the specific Booking giving rise to the claim.
9.4 The Company will not be liable for any indirect, consequential or economic losses, including loss of profit, loss of use, loss of opportunity or any costs associated with alternative accommodation or business interruption.
9.5 The Company accepts no responsibility for pre-existing damage, defective materials, improper installation, loose fittings, unstable furniture, or items that cannot withstand a standard professional cleaning process.
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 accordance with applicable UK waste management regulations and local authority requirements.
10.2 Standard household waste arising directly from the cleaning process, such as collected dry soil and used consumables, will be managed by the Company as part of the service. Larger volumes of waste, bulky items, or specialist hazardous materials are not included unless specifically agreed and may incur additional charges.
10.3 The Client is responsible for notifying the Company of any known contamination, hazardous substances, or biohazard risks at the Premises prior to the Booking. The Company reserves the right to refuse or cease work if conditions are deemed unsafe or non-compliant with health, safety or environmental regulations.
10.4 The Company endeavours to use cleaning products and methods that are effective while being mindful of environmental impact, subject to the suitability of such products for the specific task and materials involved.
11. Parking, Congestion and Access Charges
11.1 The Client is responsible for providing suitable parking close to the Premises to allow safe unloading and operation of cleaning equipment.
11.2 Any parking fees, congestion charges, ultra-low emission zone charges or similar costs reasonably incurred in attending the Premises may be added to the final invoice or agreed price, where they have not already been included in the quotation.
12. Complaints and Dispute Resolution
12.1 If the Client is dissatisfied with any aspect of the Services, they should contact the Company promptly with details of the concern, preferably within 48 hours of completion.
12.2 The Company will investigate complaints in a fair and timely manner and, where appropriate, may offer a re-clean of the affected area or another reasonable remedy, at its discretion.
12.3 If a dispute cannot be resolved directly between the parties, either party may seek remedies available under UK law. Nothing in these Terms and Conditions affects your statutory rights as a consumer, where applicable.
13. Privacy and Data Protection
13.1 The Company will collect and process personal data provided by the Client for the purpose of managing Bookings, delivering Services, handling payments and fulfilling its legal obligations.
13.2 The Company will handle personal information in accordance with applicable UK data protection legislation and will take reasonable measures to protect such data from unauthorised access or disclosure.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practices or its own operational requirements.
14.2 The terms applicable to a particular Booking will be those in force at the time the Booking is confirmed. Continued use of the Services after changes have been published will constitute acceptance of the updated Terms and Conditions.
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 relating to these Terms and Conditions or the Services provided by the Company.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal or unenforceable, such provision shall be modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.
16.2 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.
16.3 These Terms and Conditions, together with any written confirmation or specific agreement relating to a Booking, constitute the entire agreement between the Client and the Company in respect of the Services and supersede any prior understandings or representations.
By placing a Booking with West Hampstead Carpet Cleaners, you acknowledge that you have read, understood and agree to these Terms and Conditions.