Chiswick Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Chiswick Carpet Cleaners to residential and commercial customers in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Chiswick Carpet Cleaners.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
1.1 "Company" means Chiswick Carpet Cleaners.
1.2 "Customer" or "you" means the person, firm or corporate body making a booking with the Company.
1.3 "Services" means carpet cleaning and any related cleaning services supplied by the Company.
1.4 "Premises" means the property where the Services are to be carried out.
1.5 "Technician" means any employee, contractor or representative engaged by the Company to provide the Services.
1.6 "Booking" means an appointment confirmed by the Company for the provision of Services.
2. Scope of Services
2.1 The Company provides professional carpet cleaning and related cleaning services as described at the time of booking. The specific Services, areas to be cleaned and any additional requirements will be agreed with you in advance.
2.2 The Company reserves the right to decline work that, in its reasonable opinion, may be unsafe, unlawful, unsuitable for the equipment used, or beyond the scope of standard cleaning services.
2.3 The Company does not undertake structural repairs, pest control, or any services that require licensed tradespeople or specialist certification.
3. Booking Process
3.1 Bookings can be requested by phone or through the Company’s online enquiry channels where available. A booking is not confirmed until the Company has explicitly acknowledged acceptance of the booking and provided a date and time for the Services.
3.2 At the time of booking, you will be asked to provide accurate information about the Premises, including location, type of property, approximate size of the areas to be cleaned, and any special conditions such as pets, heavy soiling, or restricted access.
3.3 The Company may provide an estimated price based on the information you provide. This estimate may be revised at the Premises if the scope of work is significantly different from the description given at the time of booking.
3.4 The Company may require a deposit to secure certain bookings, particularly for larger jobs, commercial work or bookings at peak times. Any applicable deposit requirement will be communicated to you before the booking is confirmed.
3.5 By confirming a booking, you warrant that you are at least 18 years of age and are either the owner of the Premises or have the authority of the owner or occupier to arrange the Services.
4. Access and Customer Obligations
4.1 You must ensure that the Technician has safe and reasonable access to the Premises at the agreed date and time, including parking where applicable. Any parking charges or access fees incurred will be the responsibility of the Customer and may be added to the final invoice.
4.2 You must ensure that electricity and running water are available at the Premises for the duration of the visit. If Services cannot be carried out due to lack of utilities or access, a call-out or cancellation charge may apply.
4.3 You are responsible for removing small items, valuables, breakables and obstructions from the areas to be cleaned, and for securing any pets. The Technician may move light furniture where safe and practical to do so but is not obliged to move heavy or delicate items.
4.4 You must inform the Company in advance of any known hazards at the Premises, including but not limited to loose flooring, exposed wiring, alarm systems, or items of special value or sensitivity that require particular care.
5. Pricing, Estimates and Quotations
5.1 Prices are generally quoted per room, per area, per item, or on a time basis as explained at the time of booking. All prices are stated in pounds sterling and include applicable taxes, unless otherwise specified.
5.2 Any estimate provided prior to inspection of the Premises is indicative only and may be subject to change. The final price will be confirmed with you before work begins if there is a material difference between the estimate and the actual scope of work required.
5.3 The Company reserves the right to apply minimum call-out charges, which will be notified to you at the time of booking.
5.4 Additional charges may apply for heavily soiled carpets, stain treatment, pet odour removal, emergency or out-of-hours services, or for properties located outside the Company’s normal operational area.
6. Payments
6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept cash, card payments, or bank transfer, subject to the facilities available at the time of service.
6.2 For commercial customers or larger projects, the Company may issue an invoice with specified payment terms. If no other terms are stated, invoices are due within 7 days of the invoice date.
6.3 The Company reserves the right to charge interest on overdue amounts at the statutory rate applicable under UK law, calculated daily from the due date until payment is received in full.
6.4 If payment is not made in accordance with these Terms and Conditions, the Company may suspend further Services and may instruct third-party agencies or legal representatives to recover outstanding sums. You will be liable for any reasonable costs of recovery incurred.
7. Cancellations, Rescheduling and Missed Appointments
7.1 You may cancel or reschedule a booking by giving the Company advance notice. The minimum notice period for cancellations or rescheduling is 24 hours before the scheduled start time of the booking, unless otherwise agreed.
7.2 If you cancel or reschedule with less than 24 hours notice, the Company may apply a late cancellation fee, which may be up to 50 percent of the estimated service charge or a set call-out fee, whichever is greater.
7.3 If the Technician attends the Premises at the agreed time and is unable to gain access, or the work cannot be carried out due to circumstances within your control, 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 in the event of unforeseen circumstances, including but not limited to staff illness, equipment failure, severe weather conditions, or situations that would make it unsafe or impractical to perform the Services. In such cases, the Company will contact you as soon as reasonably possible to arrange an alternative appointment. Any deposit paid will be transferred to the rescheduled booking or refunded if a suitable alternative cannot be agreed.
8. Service Standards and Limitations
8.1 The Company will provide the Services with reasonable skill and care and in accordance with industry practice for professional cleaning.
8.2 While the Company uses professional cleaning products and equipment, it cannot guarantee the complete removal of all stains, odours, or marks. Some stains may be permanent and may not respond to cleaning treatment.
8.3 The Company will not be responsible for pre-existing damage, wear and tear, deterioration of fibres, colour loss, shrinkage, or other issues that become more apparent after cleaning. The Technician will use reasonable efforts to identify and discuss any such risks with you before beginning the work where they can be identified.
8.4 Drying times may vary depending on ventilation, temperature, humidity, and the condition of the carpets or fabrics. You are responsible for ensuring adequate ventilation and for following any aftercare advice provided by the Technician.
9. Customer Satisfaction and Complaints
9.1 If you are dissatisfied with any aspect of the Services, you must notify the Company as soon as possible, and in any event within 48 hours of completion of the work. The Company will investigate your concerns and, where appropriate, may arrange for a Technician to revisit the Premises to inspect or rectify the issue.
9.2 The Company’s liability in respect of any justified complaint will be limited, at the Company’s discretion, to re-performing the affected part of the Services or issuing a partial or full refund for the relevant portion of the work.
10. Liability
10.1 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.
10.2 Subject to clause 10.1, the Company shall not be liable for any indirect, incidental, special or consequential loss or damage, including but not limited to loss of profit, loss of business, loss of revenue, or loss of opportunity, whether arising in contract, tort, or otherwise.
10.3 Subject to clause 10.1, the total liability of the Company in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid or payable by the Customer for the specific Services giving rise to the claim.
10.4 You are responsible for securing and insuring any items of high value at the Premises. The Company shall not be liable for loss of or damage to jewellery, cash, art, collectibles, or other valuables unless specific arrangements have been agreed in writing in advance.
11. Waste Handling and Environmental Compliance
11.1 The Company will handle any waste generated in the course of providing the Services in accordance with applicable UK waste and environmental regulations.
11.2 Any domestic waste arising directly from the cleaning process, such as used cleaning solutions, disposable cloths, or protective coverings, will be managed responsibly by the Technician. Where practicable, waste will be removed from the Premises and disposed of via appropriate waste streams.
11.3 The Company is not responsible for the removal or disposal of general household waste, bulky items, construction debris, hazardous materials, or controlled waste. The Customer is responsible for arranging appropriate disposal for such items through licensed waste carriers or local authority facilities.
11.4 If the Services require handling of any material that may be classified as hazardous or regulated (including, for example, suspected asbestos-containing materials or chemical residues), the Company may refuse to proceed until the Customer has arranged for specialist assessment and removal by suitably qualified contractors.
12. Insurance
12.1 The Company maintains insurance cover appropriate to the nature of its Services, including public liability insurance, subject to the terms, conditions, exclusions and limits of the relevant policies.
12.2 Details of insurance cover may be made available upon request. It is your responsibility to ensure you have appropriate home or business insurance in place for the Premises.
13. Privacy and Data Protection
13.1 The Company collects and processes personal data such as your name, address and contact details for the purpose of managing bookings, delivering Services, and handling payments and enquiries.
13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will not sell your details to third parties. Information may be shared with third parties only where necessary to deliver the Services, process payments, or comply with legal obligations.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when posted on the Company’s website or otherwise provided to you.
14.2 The terms applicable to your booking will be those in force at the time your booking is confirmed, unless a change is required by law or regulatory authority.
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 You and the Company 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.
16. General Provisions
16.1 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 to be deleted from these Terms and Conditions and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.
16.3 These Terms and Conditions, together with the details of your booking, constitute the entire agreement between you and the Company in relation to the Services and supersede all prior discussions, correspondence, negotiations or understandings.
16.4 You may not assign or transfer your rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to provide the Services.