Terms And Conditions

Carpet Cleaners Waterloo Terms and Conditions of Service

These Terms and Conditions set out the basis on which Carpet Cleaners Waterloo provides carpet, rug, upholstery and related cleaning services. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions on behalf of yourself and any other person using the services under your booking.

These Terms and Conditions apply to all domestic and commercial customers within our service area and form a legally binding agreement between you and Carpet Cleaners Waterloo.

1. Definitions

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

Customer means the individual, company or organisation booking or receiving the services.

Company means Carpet Cleaners Waterloo, the provider of the services.

Services means carpet, rug, upholstery, mattress and related cleaning services, as well as any additional services agreed in writing between the Company and the Customer.

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

Technician means a person engaged by the Company to perform the services.

Contract means the agreement between the Customer and the Company comprising these Terms and Conditions and the booking confirmation.

2. Service Scope

The Company provides professional cleaning services for carpets, rugs, upholstery and related items within its operational service area. The exact scope of work for each booking will be confirmed at the time of booking, based on the information provided by the Customer.

All services are delivered subject to access, safety and suitability of the items and areas to be cleaned. The Company reserves the right to decline or stop work where conditions are unsafe, unsuitable for professional cleaning, or materially different from the description given at the time of booking.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s designated booking channels. By placing a booking, the Customer confirms that they are at least 18 years old and authorised to enter into a contract for the Premises where the services will be carried out.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including the type and size of areas or items to be cleaned, the condition of carpets or upholstery, any known stains or damage, access arrangements and any special requirements.

3.3 A booking will be treated as an offer by the Customer to purchase services from the Company. The Contract is created only when the Company confirms the booking and provides confirmation of the date, approximate arrival time and price.

3.4 The Company may, at its discretion, request photographs or additional information in order to provide an accurate quotation or to assess the suitability of the Premises and items for cleaning.

4. Estimates and Pricing

4.1 All prices are provided in advance based on the information supplied by the Customer. The Company reserves the right to amend the price if the information provided is inaccurate or incomplete, or if the actual condition or size of the areas or items to be cleaned differs materially from what was described.

4.2 Unless expressly stated otherwise, prices are quoted for standard cleaning only. Heavily soiled areas, extensive staining, pet contamination or specialist treatments may incur additional charges, which will be discussed with the Customer before work proceeds.

4.3 Any additional services requested by the Customer on the day of service that were not included in the original booking will be charged separately and are subject to technician availability.

5. Access and Customer Obligations

5.1 The Customer must ensure that the technician has safe and suitable access to the Premises at the agreed time. This includes arranging parking, ensuring someone is present to provide access where necessary, and complying with any building or site entry requirements.

5.2 The Customer must remove fragile items, valuables and small personal belongings from the areas to be cleaned prior to the technician’s arrival. The Company will not be responsible for moving heavy furniture or large items unless expressly agreed at the time of booking.

5.3 The Customer must inform the Company of any pre-existing damage, defects or risks, such as loose carpet seams, weakened fabrics, unstable furniture, or any previous cleaning or treatment that may affect the results or safety of the cleaning process.

5.4 The Customer is responsible for ensuring that electricity and running water are available at the Premises for the duration of the service.

6. Payments

6.1 Unless otherwise agreed in advance, payment is due in full on completion of the services on the day of the visit. The Company may accept various payment methods, which will be specified during the booking process.

6.2 For certain bookings, including larger commercial jobs, the Company may require a deposit or advance payment to secure the appointment. Any applicable deposit requirements will be communicated 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 from the due date until payment is received in full.

6.4 The Customer must not withhold payment on the basis of minor imperfections or issues that are inherent to the condition of the carpets or upholstery, or that are outside the reasonable control of the Company.

7. Cancellations and Rescheduling

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.

7.2 Where the Customer cancels or reschedules a booking without giving the required minimum notice, the Company reserves the right to charge a cancellation fee. This may be a fixed amount or a percentage of the quoted price, reflecting the time slot reserved and any costs incurred.

7.3 If the technician attends the Premises at the agreed time and is unable to gain access, or if the Customer is not present despite having agreed to be, the visit may be treated as a late cancellation and a charge may apply.

7.4 The Company reserves the right to cancel or reschedule a booking in cases of technician illness, equipment failure, extreme weather, access problems, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such cancellation or rescheduling.

8. Standards of Service and Results

8.1 The Company will perform the services with reasonable skill and care, using appropriate equipment and cleaning products suitable for the type of carpet, rug or upholstery to be cleaned.

8.2 While the Company aims to achieve high quality cleaning results, it cannot guarantee the removal of all stains, odours or marks. The outcome will depend on factors such as the nature, age and depth of the staining, previous cleaning attempts, type of fibres and general condition of the material.

8.3 Certain stains or soiling may cause permanent discolouration, which cannot be reversed by cleaning. The Company will not be liable for any inability to remove such permanent marks.

8.4 Where the Customer is dissatisfied with any aspect of the service, they must notify the Company within a reasonable timeframe after completion, allowing the Company an opportunity to review and, if appropriate, to attempt to rectify the issue.

9. Customer Property and Pre-existing Damage

9.1 The Customer is responsible for ensuring that carpets, rugs and upholstery are suitable for wet or chemical cleaning. If the Customer is unsure, they should check manufacturer instructions before booking. The Company will take reasonable care but cannot accept liability for damage arising from inherent defects, unsuitable materials, insecure dye, or shrinkage due to the nature or age of the items.

9.2 The Company will not be responsible for any existing damage, wear, defects or stains that become more apparent after cleaning, including but not limited to shading, pile distortion, colour loss, or separation of seams.

9.3 The Customer should ensure that delicate or high-value items and furniture near the cleaning area are protected or removed prior to the service. The Company is not liable for minor cosmetic damage to skirting boards, paintwork or furniture that may reasonably occur as part of normal cleaning activity where adequate steps to protect such items have not been taken by the Customer.

10. Liability

10.1 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter which cannot be excluded or limited under applicable law.

10.2 Subject to the above, the Company’s total liability arising under or in connection with the services, whether in contract, tort or otherwise, shall be limited to the total price paid or payable for the particular booking giving rise to the claim.

10.3 The Company shall not be liable for any loss of profits, loss of business, loss of goodwill, loss of opportunity, or any indirect or consequential loss or damage arising out of or in connection with the services.

10.4 The Customer shall be responsible for any damage or additional costs arising from unsafe conditions at the Premises, failure to follow the Company’s reasonable instructions, misuse of areas immediately after cleaning, or failure to keep pets and children away from wet or treated surfaces as advised.

11. Health, Safety and Waste Regulations

11.1 The Company operates in accordance with applicable health and safety regulations relevant to cleaning services. The Customer must cooperate with the Company and follow any reasonable instructions given by the technician to ensure a safe working environment.

11.2 The Customer must keep pets, children and vulnerable persons away from work areas for the duration of the cleaning and for any period recommended by the technician following completion, particularly while carpets or upholstery remain damp or treated surfaces are drying.

11.3 The Company will handle and dispose of any waste generated from its cleaning activities in accordance with applicable waste regulations. This may include the collection and removal of soiled water, filters and disposable materials used during the service.

11.4 The Company is not responsible for the disposal of general household or commercial waste, furniture, large items, or hazardous materials present at the Premises prior to the service. If such materials prevent safe or effective cleaning, the Company may refuse to carry out part or all of the service and may charge a call-out or cancellation fee.

12. Damage, Breakages and Insurance

12.1 The Company will take reasonable care when working at the Premises. In the event that any damage or breakage is caused by the negligence of a technician, the Customer must report it to the Company as soon as reasonably practicable and, in any event, within a reasonable period after becoming aware of it.

12.2 The Company may, at its discretion, arrange for repair, replacement or fair compensation for any damage that is accepted as being directly caused by the negligence of the technician, subject to the limitations set out in these Terms and Conditions.

12.3 The Customer agrees to give the Company and its insurers a reasonable opportunity to inspect any damage before any repair or replacement is undertaken by a third party. Failure to do so may limit or void any potential compensation.

13. Complaints and Dispute Resolution

13.1 If the Customer has a complaint regarding the services, they should contact the Company promptly, providing full details and any supporting information. The Company will investigate the complaint and aim to respond within a reasonable time.

13.2 The Customer agrees to allow the Company a reasonable opportunity to inspect and, where appropriate, to rectify any issues relating to the services before pursuing other remedies.

13.3 In the event of a dispute that cannot be resolved directly between the parties, either party may seek to use an appropriate alternative dispute resolution process, or pursue their rights through the courts, in accordance with the governing law clause below.

14. Privacy and Data Protection

14.1 The Company will collect and use personal information from the Customer only as necessary to manage bookings, provide services, process payments and communicate with the Customer.

14.2 The Company will take reasonable steps to keep Customer information secure and will not sell or rent personal data to third parties. Personal information may be shared with technicians or service partners strictly for the purposes of delivering the services.

15. Amendments to These Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect for new bookings from the date they are published or otherwise communicated.

15.2 The version of the Terms and Conditions that applies to a particular booking is the version in force on the date the booking is confirmed.

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 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, including disputes relating to their existence, validity or termination.

By proceeding with a booking or allowing work to commence, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.