Carpet Cleaning Colliers Wood Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning Colliers Wood provides carpet, rug, upholstery and related cleaning services. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.

1. Definitions

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

1.1 Client, you and your mean the person, company or organisation that requests, books or receives services from Carpet Cleaning Colliers Wood.

1.2 Company, we, us and our mean Carpet Cleaning Colliers Wood as the provider of the services.

1.3 Services mean carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy carpet cleaning, mattress cleaning and any other related work agreed in writing between the Client and the Company.

1.4 Premises mean the property, building or location where the services are to be carried out.

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

2. Scope of Services

2.1 The Company provides domestic and commercial carpet and upholstery cleaning services within Colliers Wood and nearby areas. Availability may vary and the Company reserves the right to decline service to certain locations where it is impractical or unsafe to attend.

2.2 The specific services, areas to be cleaned and any additional work will be agreed at the time of booking, based on the Client's description and the Company's service offering.

2.3 The Company will use reasonable endeavours to achieve the best possible cleaning results, but does not guarantee that any particular stain, mark, odour, infestation or defect will be removed entirely or that carpets and upholstery will be restored to a new condition.

2.4 The Company will decide, at its sole discretion, the most appropriate cleaning method and products to be used, taking into account the type of fibres, level of soiling and any instructions from the manufacturer where made available by the Client.

3. Booking Process

3.1 Bookings can be requested by the Client through the Company’s chosen communication channels as advertised from time to time. By submitting a booking request, the Client warrants that all information provided is accurate, complete and not misleading.

3.2 Any quotation provided before inspection is an estimate only, based on the Client’s description of the premises, items and condition. The Company reserves the right to amend the price if the information supplied by the Client is incomplete, inaccurate or if the actual condition differs materially from that described.

3.3 A booking is not confirmed until the Client has received a clear confirmation from the Company stating the date, approximate arrival time, scope of work and quoted price or pricing basis, and where applicable, a deposit has been received.

3.4 The Client must ensure access to the premises on the agreed date and time. Any restrictions on parking, entry codes, building regulations or access limitations must be communicated to the Company at the time of booking.

3.5 The Company reserves the right to refuse, cancel or reschedule any booking at its discretion, including where the premises are unsafe, inaccessible or where the Client has breached these Terms and Conditions on any previous occasion.

4. Client Obligations Before and During Service

4.1 The Client shall ensure that the premises are reasonably prepared for cleaning. This includes removing small items, fragile objects, valuables and personal belongings from the areas to be cleaned, and ensuring that furniture and other large items that the Client wishes to be cleaned under or behind are moved prior to the visit, unless otherwise agreed.

4.2 The Client is responsible for providing free, safe and adequate access to electricity and water at the premises for the duration of the service.

4.3 The Client must inform the Company, prior to the start of the service, of any pre-existing damage, defects, stains, loose fittings, shrinkage, wear, tear or issues with the carpets, rugs, upholstery or flooring, as well as any special instructions from the manufacturer.

4.4 Pets and children must be kept away from the areas being cleaned and from the equipment and chemicals used during the service, for health and safety reasons.

4.5 The Client shall not request or permit any Technician to perform additional tasks that fall outside the scope of the agreed services without prior agreement from the Company.

5. Pricing and Quotations

5.1 All prices are stated in pounds sterling and are inclusive or exclusive of VAT, as clearly indicated at the time of quotation, depending on the Company’s prevailing tax status.

5.2 Prices are based on the information supplied by the Client regarding the size, number and condition of the items or rooms to be cleaned. The Company may adjust the final price if on arrival it is determined that the work required is significantly different from that indicated during quotation.

5.3 Any additional services requested on the day of cleaning that were not included in the original booking will be charged at the Company’s prevailing rates and will only be carried out subject to time availability and agreement with the Technician.

5.4 Promotional offers, discounts or packages are subject to specific terms and may be withdrawn or amended at any time. Promotions cannot usually be combined unless expressly stated by the Company.

6. Payments

6.1 The Client agrees to pay the full amount for the services in accordance with the payment terms confirmed at the time of booking.

6.2 Payment is typically due on completion of the service, unless otherwise agreed in writing. The Company may, at its discretion, require a deposit or full prepayment for certain bookings, including but not limited to large commercial jobs, end of tenancy work, or peak-time appointments.

6.3 The Company accepts such payment methods as it may advertise from time to time, which may include cash, bank transfer, or other electronic payment methods. The Company does not accept post-dated cheques.

6.4 Where payment terms allow for invoicing, invoices are payable within the period stated on the invoice. Late payments may incur interest and administrative charges in accordance with applicable law.

6.5 If the Client fails to make any payment when due, the Company reserves the right to suspend or terminate services, to refuse future bookings, and to take reasonable steps to recover any outstanding sums, including instructing a debt recovery agency where necessary.

7. Cancellations, Rescheduling and Access

7.1 The Client may cancel or request to reschedule a booking by providing notice to the Company. Specific notice periods may apply and will be communicated at the time of booking.

7.2 If the Client cancels or reschedules a booking with insufficient notice, the Company may charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover lost time and costs incurred.

7.3 If the Technician arrives at the premises and is unable to gain access, or if the Client is not present where required and no prior arrangement has been made, this may be treated as a late cancellation and a fee may be charged.

7.4 The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to extreme weather, illness, equipment failure, traffic disruption, or other events beyond the Company’s reasonable control. In such cases, the Company will offer an alternative appointment, but shall not be liable for any consequential loss.

8. Service Quality, Complaints and Re-Cleans

8.1 The Company aims to provide services with reasonable care and skill. If the Client is not satisfied with any aspect of the service, the Client must contact the Company as soon as reasonably practicable and in any event within 48 hours of completion of the work.

8.2 The Client should provide details and, where possible, evidence of the issue so that the Company can investigate. The Client must allow the Company an opportunity to inspect the work and, if appropriate, to carry out a re-clean or other remedial action.

8.3 Any re-clean will be limited to the specific areas or items in dispute and will not entitle the Client to a full re-clean of all areas unless justified by the circumstances.

8.4 A complaint does not entitle the Client to withhold payment, unless agreed in writing by the Company.

9. Liability and Limitations

9.1 The Company shall perform the services with reasonable care and skill. However, certain risks are inherent in carpet and upholstery cleaning, particularly where fabrics are old, worn, faded, loosely fitted, defective, heavily stained, or where unknown substances are present.

9.2 The Company shall not be liable for:

(a) Pre-existing damage, defects, stains, discolouration, wear, tear, shrinkage or odours, or for any deterioration that results from the cleaning process where such issues were present or developing before the service.

(b) Damage arising from the Client’s failure to inform the Company of material information, including but not limited to the age or condition of items, previous cleaning treatments, or manufacturer’s instructions.

(c) Loss or damage to items that the Company was not informed about, that were not reasonably visible at the time of service, or that were left in or under items being cleaned, such as jewellery, money, documents or fragile objects.

(d) Indirect, special or consequential loss, including loss of profits, loss of business, loss of rent, alternative accommodation costs or loss of opportunity.

9.3 The Company’s total liability in respect of any claim arising out of or in connection with the services, whether in contract, tort, negligence or otherwise, shall be limited to the lower of the cost of re-cleaning the affected area or the total amount paid by the Client for the service that gave rise to the claim, except in cases where such limitation is not permitted by law.

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

10. Health, Safety and Environmental Requirements

10.1 The Company will take reasonable steps to ensure that cleaning is carried out safely and in accordance with relevant health and safety requirements.

10.2 Certain cleaning chemicals, machinery and processes may present risks if misused. The Client must not use or interfere with the Company’s equipment or products and must keep children, pets and vulnerable persons away from the work area.

10.3 Following the service, carpets and upholstery may remain damp for a period of time. The Client is responsible for ensuring adequate ventilation and for taking reasonable care to avoid slips, trips or falls, including avoiding walking on damp surfaces with unsuitable footwear.

11. Waste, Disposal and Environmental Compliance

11.1 The Company endeavours to comply with relevant UK waste and environmental regulations when carrying out services and disposing of any waste products arising directly from its work.

11.2 Ordinary waste generated during cleaning, such as used solutions, soiled water and consumables, will be managed by the Company in a safe and lawful manner. Where waste must be transported off-site by the Company, this will be done in accordance with applicable waste carriage and disposal requirements.

11.3 The Client is responsible for the removal and lawful disposal of any general household or commercial waste, including large items, prior to the service, unless specific arrangements have been agreed in writing with the Company.

11.4 The Company will not handle or remove hazardous waste, including but not limited to asbestos, clinical waste, needles, chemicals not supplied by the Company, or materials contaminated with substances that pose a health risk. If such materials are discovered, the Company may suspend or terminate the service and the Client will be responsible for arranging proper specialist removal.

12. Property Damage and Insurance

12.1 The Company will maintain insurance cover that it deems appropriate for the services it provides. Details of cover can be made available on request.

12.2 The Client must report any alleged damage to property arising from the service as soon as reasonably practicable and in any event within 48 hours of completion of the work. The Client must provide photographs and, where required, access for inspection.

12.3 Where damage is established to have been caused by the Company and is covered by insurance, the Company may make a claim on its insurance policy, or may at its discretion repair or replace the item or compensate the Client directly, subject to any policy terms and limitations.

13. Force Majeure

13.1 The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, flooding, fire, industrial dispute, road closures, public transport disruption, acts of government, or public health emergencies.

14. Privacy and Data Protection

14.1 The Company will collect and process personal data about the Client where necessary to provide services, manage bookings, handle payments and communicate with the Client.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to keep such data secure.

14.3 The Client has the right to request access to the personal data held about them and to request correction of any inaccuracies, subject to legal requirements.

15. Amendments to Terms and Conditions

15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. The latest version will apply to any new booking made after the date of publication of the updated terms.

15.2 Where a change is required by law or by a regulatory authority, it may take effect immediately. For existing bookings, the version of the Terms and Conditions in force at the time of booking will normally apply, unless otherwise required by law.

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 their subject matter or formation, 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 their subject matter or formation.

17. Severability

17.1 If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted.

17.2 Any such modification or deletion shall not affect the validity and enforceability of the rest of these Terms and Conditions.

18. Entire Agreement

18.1 These Terms and Conditions, together with any written quotation or confirmation of booking issued by the Company, constitute the entire agreement between the Client and the Company in relation to the services and supersede any prior understandings or agreements, whether written or oral.

18.2 The Client acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of the Company that is not set out in these Terms and Conditions or in the written booking confirmation.