Woolwich Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Woolwich Carpet Cleaners provides professional cleaning services to residential and commercial customers. By placing a booking or allowing any work to be carried out, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation ordering the services.
Company means Woolwich Carpet Cleaners, the provider of cleaning services.
Services means any carpet, upholstery, rug, hard floor, mattress or related cleaning service supplied by the Company to the Customer, including any ancillary services such as stain protection and deodorising.
Premises means the property or location where the Services are to be carried out.
Technician means an employee, contractor or representative of the Company assigned to perform the Services.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, which may include carpet cleaning, upholstery cleaning, rug cleaning, stain removal, stain protection, and related cleaning work. The exact scope, including areas and items to be cleaned, will be confirmed during the booking process and may be reconfirmed during the initial inspection at the Premises.
The Company reserves the right to decline to provide Services for items or areas that are unsafe, excessively damaged, contaminated or otherwise unsuitable for treatment. In such cases, the Technician will advise the Customer and, where appropriate, propose alternative work or partial completion of the booking.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels as notified from time to time. At the time of booking, the Customer will be asked to provide accurate details, including full address of the Premises, type of property, access information, items and areas to be cleaned, and any known issues such as heavy soiling, stains or water damage.
The Customer is responsible for ensuring that all information provided is complete and accurate. The Company relies on this information to estimate the duration, manpower, equipment and price of the Services. If on arrival the Technician finds that the scope is significantly different from that described, the Company may revise the price, amend the booking or decline all or part of the work.
Any times or dates given for attendance are estimates and subject to availability. While the Company will make reasonable efforts to arrive within the agreed time window, minor delays may occur due to traffic, previous jobs or other circumstances. The Company will endeavour to inform the Customer of any significant delay as soon as reasonably practicable.
4. Access and Requirements at the Premises
The Customer must provide safe and reasonable access to the Premises for the duration of the booking. This includes arranging for parking where necessary, ensuring clear entry routes, and providing access codes or keys if applicable.
The Customer must ensure that electricity and water are available at the Premises for use by the Technician during the provision of the Services, unless otherwise agreed in advance. The Company may not be able to complete the Services where these facilities are not available, and a call-out or cancellation charge may apply.
The Customer is responsible for removing small items, fragile objects, valuables and personal belongings from the areas to be cleaned. The Company will not be liable for damage to such items that should reasonably have been removed prior to the Technician’s arrival.
5. Prices and Quotations
Prices are generally quoted based on information supplied by the Customer, using either fixed item pricing, room rates or estimates based on size and condition. All quotations are given in good faith but may be subject to adjustment if the actual work required differs materially from that described at the time of booking.
Unless otherwise stated, quoted prices include the cost of labour, cleaning solutions and equipment required to perform the agreed Services. Additional charges may apply for parking, congestion charges, extra treatments, specialist stain removal, or work outside normal operating hours when specifically requested by the Customer.
Any promotional offers, discounts or special rates are subject to conditions specified by the Company and may be withdrawn at any time without notice, provided that this does not affect bookings already confirmed on the basis of such offers.
6. Payments
Unless otherwise agreed in writing before the Services commence, payment is due in full upon completion of the work on the day of service. The Company accepts the payment methods that it notifies as available from time to time. Where the Customer is not present at the Premises, the Customer agrees to arrange payment via an approved method on the same day.
For commercial Customers or larger residential bookings, the Company may issue an invoice with a specified payment term. Failure to pay within the agreed term may result in the suspension of further Services and the application of interest or reasonable late payment charges in accordance with applicable law.
The Customer is not entitled to make any deduction or set-off from the invoiced amount without the express written agreement of the Company. Any queries regarding invoices must be raised promptly and in any event within seven days of the invoice date.
7. Deposits and Prepayments
The Company may require a deposit or full prepayment for certain Services, booking types, larger jobs or at certain times of year. The amount and due date of any deposit or prepayment will be confirmed at the time of booking.
Deposits and prepayments are generally non-refundable if the Customer cancels the booking outside the permitted cancellation period, fails to provide access to the Premises, or otherwise prevents the Services from being carried out. In some cases, at the Company’s discretion, a deposit may be transferred to a rebooked appointment.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company reasonable prior notice. The minimum notice period and any applicable charges will be indicated at the time of booking. As a general guideline, cancellations made with at least 24 hours’ notice will not incur a fee, while cancellations with less notice may result in a charge or retention of any deposit paid.
If the Customer is not present at the Premises at the agreed time, or if access is not provided within a reasonable period after the Technician arrives, the booking may be treated as a late cancellation. In such cases, the Company may charge a call-out fee or retain any deposit, to cover travel time and lost opportunity.
The Company reserves the right to cancel or reschedule a booking where necessary due to technician illness, equipment failure, adverse weather, or other circumstances beyond its reasonable control. In such cases, the Company will offer the Customer an alternative appointment at the earliest suitable time. The Company will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.
9. Customer Obligations and Preparation
The Customer must ensure that the areas and items to be cleaned are reasonably clear of clutter and accessible. Light furniture movement may be undertaken at the Technician’s discretion where safe and practical, but the Customer is responsible for moving heavy, fragile or valuable items such as pianos, large cabinets, electronics and antiques.
The Customer must inform the Company of any known defects, damages, loose fittings, colour instability, previous stains, or manufacturer’s restrictions relating to the carpets, upholstery or other items to be cleaned. This includes warnings regarding shrinkage, dye bleed or pre-existing wear that may affect cleaning outcomes.
The Customer is responsible for supervising children, pets and any other persons at the Premises during the provision of the Services. The Company accepts no liability for accidents or injuries arising from unsupervised persons interfering with equipment, chemicals, hoses or tools.
10. Cleaning Results and Limitations
The Company will carry out the Services using reasonable skill and care, and in accordance with generally accepted cleaning practices. However, the Customer acknowledges that certain stains, odours, wear, damage or discolouration may be permanent and cannot be fully remedied by cleaning, even with professional methods.
Results will depend on factors such as fibre type, age, previous cleaning history, type of staining, and overall condition. The Company does not guarantee complete stain or odour removal, restoration to as-new condition, or any specific aesthetic outcome. The Technician will provide an honest assessment on site, but such assessments do not constitute a guarantee.
After-care instructions may be provided, including advice on drying times, ventilation and use of the cleaned areas. The Customer is responsible for following these instructions to avoid re-soiling, slips, colour transfer or other issues following the completion of the Services.
11. Damage, Liability and Insurance
The Company will take reasonable care while providing the Services, but minor accidental marks or scuffs may occur in the normal course of work. Any significant damage that the Customer believes has been caused by the Company must be reported as soon as reasonably practicable and in any event within 24 hours of completion of the Services.
The Company’s liability for any loss or damage arising out of or in connection with the Services shall be limited, to the maximum extent permitted by law, to the value of the specific item damaged or the total price paid for the relevant Services, whichever is lower. The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of enjoyment, or costs of alternative accommodation.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot be excluded under applicable law. The Customer’s statutory rights are not affected.
12. Waste Handling and Environmental Regulations
The Company will comply with applicable waste and environmental regulations in relation to the handling and disposal of waste water, residues and any removed material arising from the provision of the Services.
Where practicable, waste water generated during cleaning will be discharged in a lawful and environmentally appropriate manner, for example into designated waste systems at the Premises. The Customer agrees to permit such disposal provided it complies with local requirements and does not interfere with the proper operation of the Premises’ facilities.
The Company is not responsible for the removal or disposal of general household or commercial waste, building rubble, hazardous substances, or items unrelated to the cleaning process, unless expressly agreed in advance as a separate service. If the Technician encounters hazardous materials, the work may be suspended and the Customer will be informed of any recommended next steps.
13. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably possible, and in any event within 24 hours of completion. The Company will review the complaint and, where appropriate, may offer a re-visit to inspect or attempt to rectify the issue.
The Customer must allow the Company a reasonable opportunity to investigate and resolve any complaint before arranging third-party work or seeking a remedy elsewhere. Failure to provide such opportunity may limit the Company’s ability to offer a remedy or to accept responsibility for any additional costs incurred by the Customer.
14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, acts of government or authority, strikes, transport disruption, or failure of utilities.
15. Data Protection and Privacy
The Company will handle personal data provided by the Customer in accordance with applicable data protection laws. Information such as name, address, access details and service history may be stored and used for the purposes of administering bookings, providing Services, handling payments, and communicating with the Customer about relevant services.
The Customer’s details will not be sold to third parties. Limited sharing of information may occur with trusted partners where necessary to carry out the Services or process payments, subject to appropriate safeguards.
16. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. The latest version of the Terms and Conditions will be made available upon request.
17. Governing Law and Jurisdiction
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.
The parties 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 their subject matter.
18. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation of booking and any agreed variations, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, representations or agreements, whether oral or written.
