West Harrow Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by West Harrow Carpet Cleaners to customers within its service area. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means any individual, company, or organisation that books or uses our services.
Services means any carpet, upholstery, rug, or related cleaning services, and any additional cleaning services provided by us.
Premises means the property or location where the services are to be performed.
Technician means a representative, employee, or subcontractor engaged by us to carry out the services.
We, us, our means West Harrow Carpet Cleaners.
2. Scope of Services
We provide professional carpet, rug, upholstery, and related cleaning services within our designated service area. The exact services to be provided will be described at the time of booking and confirmed in the booking confirmation.
We reserve the right to refuse any job if we believe that the premises are unsafe, access is not possible, or the work requested is beyond the scope of our normal services or the capability of our equipment.
3. Booking Process
3.1 Booking Requests
Customers may request a booking by telephone, online form, or other methods we may make available from time to time. At the time of booking, you must provide accurate details about the premises, the areas or items to be cleaned, parking arrangements, and any known stains, damage, or special requirements.
3.2 Booking Confirmation
Your booking is not confirmed until we have accepted it and provided confirmation, which may be given verbally, in writing, or electronically. We reserve the right to decline any booking request at our discretion.
3.3 Estimates and Quotations
Any price given prior to the commencement of services is an estimate based on the information provided by you. If on arrival the technician finds that the work required is substantially different from what was described, we may revise the estimate. You will be informed of any change in price before work begins or continues.
3.4 Access to the Premises
You are responsible for ensuring that the technician has safe and timely access to the premises at the agreed time. This includes arranging access with building management where necessary and ensuring that someone is available to grant entry, unless otherwise agreed in advance.
If we are unable to gain access to the premises at the agreed time, a call-out or cancellation fee may apply as set out in the cancellations section.
4. Customer Obligations
You agree to:
Provide accurate and complete information at the time of booking.
Ensure that the premises are accessible, safe, and in a condition that allows us to carry out the services.
Remove fragile, valuable, or easily damaged items from the areas to be cleaned, or clearly point them out to the technician.
Inform us of any existing damage, heavy soiling, or particular stains of concern prior to the start of the services.
Provide access to electricity, water, and adequate lighting where required.
5. Prices and Payment Terms
5.1 Pricing
Our prices are based on the type of service, the areas or items to be cleaned, and the condition of the premises. We may charge on a fixed price basis, by room or item, or by other clearly explained criteria.
All prices will be quoted in pounds sterling and, where applicable, will include VAT or any other applicable taxes and charges, which will be clearly stated at the time of booking or on the invoice.
5.2 Payment Methods
Payment is due on completion of the services unless otherwise agreed in advance. We accept commonly used UK payment methods, which may include cash, card, or bank transfer, as advised to you at the time of booking or invoicing.
5.3 Late Payment
In the case of late or non-payment, we reserve the right to charge reasonable interest on overdue sums and any costs incurred in the recovery of the debt. We may also suspend or refuse further services until payment has been received in full.
6. Cancellations, Rescheduling, and No-Show
6.1 Customer Cancellations
If you wish to cancel or reschedule a booking, you must notify us as early as possible. We may apply a cancellation or rescheduling fee if you provide less than a minimum notice period, which will be communicated to you at the time of booking or in your booking confirmation.
Where sufficient notice is given, any deposit paid may be refunded or applied to a future booking, subject to our discretion and any specific terms provided at the time of booking.
6.2 Our Right to Cancel or Reschedule
We reserve the right to cancel or reschedule a booking due to circumstances beyond our control, including but not limited to technician illness, equipment failure, severe weather, or access issues. In such cases, we will attempt to provide as much notice as reasonably practicable and will offer an alternative appointment.
We will not be liable for any indirect loss, loss of profit, or other consequential costs arising from such cancellation, but any deposit or payment made for the affected appointment will be refunded or transferred to a new appointment by agreement.
6.3 No-Show and Access Failures
If our technician attends the premises at the agreed time and is unable to gain access, or if the job cannot proceed due to reasons within your control, we may charge a call-out or cancellation fee to cover our reasonable costs.
7. Service Standards and Limitations
7.1 Reasonable Care and Skill
We will perform the services with reasonable care and skill consistent with industry standards for professional cleaning services.
7.2 Stain Removal and Results
While we will use appropriate cleaning methods and products, we do not guarantee the removal of all stains or marks. The outcome of cleaning depends on the type of stain, the material, the age and condition of the item, and any prior cleaning attempts made by you or others.
7.3 Pre-existing Damage
We are not responsible for pre-existing damage, wear, or discolouration that becomes more visible after cleaning. This may include shading, pile distortion, sun damage, or previously hidden stains.
7.4 Customer Property and Preparation
It is your responsibility to move small items, breakables, and valuables from the areas to be cleaned. Where we agree to move light furniture, we will do so with reasonable care. We do not move heavy or fragile furniture, electrical equipment, or items fitted to the floor or walls, unless specifically agreed in advance.
8. Health, Safety, and Environmental Compliance
We comply with applicable health and safety legislation and will take reasonable steps to ensure that our cleaning methods are safe for both our technicians and the occupants of the premises.
You must inform us in advance of any health and safety risks at the premises, such as loose carpets, damaged flooring, hazardous materials, or restricted access areas.
Children, pets, and other occupants should be kept away from the immediate working areas during and immediately after cleaning, especially while floors or items remain damp or while equipment is in use.
9. Waste Handling and Regulatory Compliance
9.1 Waste Removal
As part of our services, we may collect and dispose of limited quantities of waste resulting from the cleaning process, such as used cleaning materials, extracted residues from carpets, and packaging associated with our products.
9.2 Compliance with Waste Regulations
We will handle and dispose of any waste generated in the course of our services in accordance with applicable UK waste management laws and regulations. Any hazardous or regulated waste that falls outside the scope of normal cleaning waste may require specialist handling. In such cases, additional charges may apply or the service may not be provided.
9.3 Customer Responsibility
You must not request us to dispose of waste that we are not licensed or permitted to handle. This includes construction debris, electrical items, large furniture, or hazardous materials. If such items are present, we may decline that part of the work and, if necessary, adjust the price or cancel the job.
10. Liability and Limitations
10.1 Our Liability to You
We will be liable for direct loss or damage to property caused by our negligence or that of our technicians while performing the services, subject to the limitations in this section. Where damage occurs, you must notify us as soon as reasonably practicable and, in any event, within a reasonable time after you become aware of it.
10.2 Exclusions
We are not liable for:
Any loss or damage arising from inaccurate information provided by you.
Wear, discolouration, or damage that is inherent in the material or pre-existing before the services begin.
Any loss or damage resulting from the failure to follow our aftercare advice, such as walking on damp carpets or placing furniture before items are fully dry.
Any indirect, consequential, or economic losses, including loss of profit, loss of business, or loss of opportunity.
10.3 Limitation of Liability
To the fullest extent permitted by law, our total liability to you in respect of any claim arising under or in connection with the services shall not exceed the total price paid or payable for the specific service giving rise to the claim, unless otherwise required by law.
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
11. Complaints and Disputes
If you are dissatisfied with any aspect of our services, you must notify us as soon as possible, ideally within 48 hours of the service being carried out. We may request photographs, further information, or a follow-up visit to assess the issue.
Where we are at fault, we may, at our discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy. Our aim is to resolve complaints fairly and promptly.
12. Data Protection and Privacy
We collect and process personal information such as your name, address, and contact details for the purpose of managing bookings, delivering services, processing payments, and handling enquiries and complaints.
Your personal information will be processed in accordance with applicable UK data protection legislation. We will not sell your personal data to third parties. We may share necessary information with our technicians and service providers solely for the purpose of providing and improving our services.
13. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in the law, our business practices, or our services. The version in force at the time of your booking will apply to that booking. Any updated version will be posted on our legal or information pages or otherwise made available upon request.
14. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.
You and we 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 provided.
15. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.
16. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings, statements, or representations, whether oral or written, relating to the same subject matter.
