Twickenham Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Carpet Cleaners provides professional cleaning services to domestic and commercial customers in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions, which form a contract between you and Twickenham Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Client means the individual, company or organisation requesting or receiving cleaning services from Twickenham Carpet Cleaners.
Company means Twickenham Carpet Cleaners.
Services means carpet, rug, upholstery, mattress and related cleaning services, and any additional services agreed in writing between the Client and the Company.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, subcontractor or representative of the Company who performs the Services.
2. Scope of Services
The Company provides professional cleaning services including, but not limited to, carpet cleaning, rug cleaning, upholstery cleaning and associated treatments. The specific scope of work for each booking will be agreed at the time of quotation or confirmation and may include details such as areas to be cleaned, approximate duration, and any additional requested services.
The Company will use reasonable skill and care in the provision of the Services and will endeavour to achieve the best possible results based on the information provided by the Client and the condition of the items and surfaces to be cleaned.
3. Booking Process
Bookings may be made by the Client through the Companys designated booking channels as made available from time to time. A booking will not be treated as confirmed until the Company has issued explicit confirmation of the date, time, address and approximate price for the Services.
The Client is responsible for providing accurate and complete information when making a booking, including the type and size of the areas or items to be cleaned, access details, parking arrangements and any known issues such as heavy soiling, stains, damage, delicate fabrics or previous treatments.
The Company reserves the right to reject or cancel any booking where the information supplied is incomplete, misleading or indicates that the Services requested fall outside the Companys normal capabilities or professional judgement.
Any times given for arrival or completion are estimates only. While the Company will use reasonable endeavours to attend at the agreed time, delays may occur due to traffic, previous jobs or unforeseen circumstances. The Client accepts that reasonable delays do not give rise to a right to compensation, though the Company will keep the Client informed and rearrange the appointment if necessary.
4. Access and Parking
The Client must ensure that the Premises are accessible at the agreed time and that the Technician can gain entry without unnecessary delay. Failure to provide access may be treated as a late cancellation and may incur charges as set out in these Terms and Conditions.
The Client is responsible for arranging suitable parking for the Companys vehicle where required. Any parking charges, permits or fees directly associated with carrying out the Services at the Premises may be added to the final invoice and are payable by the Client.
5. Client Responsibilities
The Client must ensure that:
The areas to be cleaned are reasonably clear of personal belongings, small furniture, fragile items and any obstacles that may impede safe and effective cleaning.
Children, pets and other occupants are kept away from the areas being cleaned for the duration of the work and for any recommended drying or curing period.
Any pre-existing damage or special requirements are communicated to the Technician prior to the start of the work.
The Premises has adequate electricity and water supply suitable for the Services to be carried out.
If the Technician considers that the environment is unsafe, unsanitary or otherwise unsuitable, the Company may refuse to perform some or all of the Services and may treat the visit as a cancellation by the Client.
6. Pricing and Quotations
Prices for the Services may be provided as a fixed quotation or as an estimate based on the information supplied by the Client. All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.
If, upon arrival, the scope of work is significantly different from that described at the time of quotation, the Company reserves the right to revise the price before starting work. If the Client does not accept the revised price, the Company may decline to proceed with the Services, and a call-out or cancellation fee may apply.
Quotations are valid for a limited period as stated at the time of issue or, if no period is stated, for 30 days from the date of the quotation.
7. Payments
Unless otherwise agreed in writing, payment for Services is due immediately upon completion of the work at the Premises. The Company may, at its discretion, require advance payment or a deposit to secure a booking, particularly for larger jobs or commercial Clients.
The Company accepts payment by the methods notified to the Client at the time of booking or at the Premises. The Client agrees to provide valid payment details and authorisation for the amounts due.
For account or commercial Clients, payment terms will be as agreed in writing. If no written terms are agreed, payment is due within 14 days of the invoice date. The Company reserves the right to charge interest and reasonable recovery costs on overdue accounts in accordance with applicable UK law.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Client must give at least 24 hours notice prior to the scheduled appointment time, unless a different notice period has been expressly agreed in writing.
If the Client cancels or reschedules with less than 24 hours notice, or fails to provide access to the Premises at the agreed time, the Company may charge a cancellation fee. This fee is intended to cover the Companys reasonable costs, including allocated staff time and lost opportunity.
The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, such as severe weather, illness, equipment failure, or other operational issues. In such cases, the Company will notify the Client as soon as reasonably possible and offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such cancellations or rescheduling.
9. Service Limitations and Results
While the Company will use appropriate methods, products and equipment and will exercise reasonable skill and care, cleaning results will depend on factors such as the age and type of carpet or fabric, the nature of stains, previous cleaning or treatments and general condition.
The Company does not guarantee that all stains, marks or odours will be completely removed or that colour, texture or appearance will be restored to an original or as-new condition. Some stains may be permanent, and some wear, fading or damage may become more visible after cleaning. The Client accepts these inherent limitations.
The Client should follow any aftercare advice given by the Technician regarding drying times, ventilation, re-positioning of furniture and use of the cleaned areas. The Company will not be responsible for damage or marks caused by premature use, failure to protect damp carpets or upholstery, or disregard of aftercare instructions.
10. Damage and Liability
The Company carries out Services with reasonable care and in accordance with accepted industry practices. If the Company causes direct physical damage to property as a result of negligence, the Company will, at its discretion, either repair the damage, arrange for a third party to repair it, or compensate the Client for the reasonable cost of repair, subject to the limits in these Terms and Conditions.
The Client must notify the Company in writing of any alleged damage or complaint as soon as reasonably practicable and in any event within 48 hours of completion of the work. The Client must provide evidence, allow the Company reasonable access to inspect the damage, and not undertake any remedial work without giving the Company an opportunity to assess and, where appropriate, remedy the situation.
The Company will not be liable for:
Any pre-existing damage, wear, discolouration or defects, including but not limited to loose seams, weakened fibres, sun fade, shrinkage, or previous poor cleaning or repairs.
Incidental or consequential loss, such as loss of profit, loss of enjoyment, loss of use of the Premises or any indirect costs arising from the provision or non-provision of the Services.
Damage resulting from misleading or incomplete information supplied by the Client, including failure to disclose known issues or manufacturer care instructions.
Subject to applicable law, the Companys total liability for any loss or damage arising out of or in connection with the Services shall not exceed the total price paid or payable by the Client for the specific booking to which the claim relates.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded or limited under UK law.
11. Waste Handling and Environmental Regulations
The Company will handle waste water, extracted soils and other by-products of the cleaning process in accordance with applicable UK legislation and local authority requirements. Waste generated during the Services will normally be removed via appropriate drainage at the Premises or contained in the Companys equipment for disposal in line with industry practice.
The Client must ensure that any drains or facilities used for waste water are in proper working order and are suitable for the disposal of typical cleaning effluent. The Company does not accept responsibility for pre-existing plumbing or drainage issues at the Premises.
Where applicable, the Company will use cleaning products that are suitable for professional use and will follow manufacturer guidance on dilution, application and disposal. The Company endeavours to minimise environmental impact while maintaining effective cleaning standards.
12. Health and Safety
The Company and its Technicians will comply with relevant health and safety legislation and will take reasonable steps to ensure that the Services are carried out safely. This may include the temporary use of warning signs, hoses, cables and equipment within the Premises.
The Client is responsible for maintaining a safe environment at the Premises, including keeping children, pets and visitors away from work areas, equipment and damp surfaces. The Client must inform the Technician of any specific health and safety risks at the Premises before work begins.
13. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, the Client should contact the Company as soon as possible and no later than 48 hours after completion of the work. The Company will investigate the complaint and, where appropriate, may arrange a revisit to inspect the issue and, if reasonable, attempt further cleaning or rectification.
The Companys obligation to revisit or rectify is limited to issues that are directly related to the Services provided and does not extend to matters outside its control or inherent limitations of cleaning. Re-treatment or rectification is at the Companys discretion and does not imply acceptance of liability.
14. Data Protection and Privacy
The Company will collect and use personal data provided by the Client for the purposes of managing bookings, delivering Services, processing payments and handling enquiries or complaints. The Company will handle such data in accordance with applicable UK data protection laws and will take reasonable steps to keep personal information secure.
The Client agrees that the Company may contact them using the details provided for the purposes of confirming appointments, providing service updates and requesting feedback related to the Services.
15. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in legal or regulatory requirements, industry practice or the Companys operational needs. The version in force at the time of the Clients booking will apply to that particular booking. Continued use of the Services after any update indicates acceptance of the revised Terms and Conditions.
16. 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 the Services provided by the Company.
17. 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 deleted, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, correspondence or representations.
By booking or using the Services of Twickenham Carpet Cleaners, the Client confirms that they have read, understood and agree to these Terms and Conditions.