West Heath Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which West Heath Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings indicated:
Customer means the person, firm or organisation requesting services from West Heath Carpet Cleaners.
Company means West Heath Carpet Cleaners, the cleaning service provider.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, hard floor cleaning and any other related services agreed between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company incorporating these Terms and Conditions and any written quotation or booking confirmation.
2. Scope of Services
The Company provides professional cleaning services, including but not limited to:
Carpet and rug cleaning using appropriate machinery and cleaning agents.
Upholstery and soft furnishing cleaning, subject to material suitability.
Spot and stain treatment, where practicable.
Deodorising and sanitising treatments, if requested and agreed.
Additional cleaning services as may be agreed in advance in writing.
The exact scope of work will be detailed in the quotation, booking confirmation or written communication between the Customer and the Company. The Company reserves the right to decline work that it reasonably considers unsafe, unsuitable, or outside its professional competence or equipment capability.
3. Booking Process
3.1 Booking request
Customers may request a booking by contacting the Company and providing accurate information about the Premises, access arrangements, parking availability, the type and approximate size of areas or items to be cleaned, and any known issues such as heavy soiling, pet contamination or previous damage.
3.2 Quotations
Any quotation supplied by the Company is based on the information provided by the Customer and, where applicable, on the Companys own assessment. Quotations are typically given as fixed prices or estimates. Where only estimates are possible, the Company will clarify this before the Customer confirms the booking.
Quotations are valid for a limited period, which will be notified by the Company. The Company reserves the right to adjust the quotation if the information provided by the Customer proves to be inaccurate or incomplete, or if the condition of the Premises or items to be cleaned is significantly different from that described.
3.3 Confirmation of booking
A booking is confirmed when the Customer accepts the quotation or estimate and the Company acknowledges the booking, including the agreed date, time window, and scope of work. The Company may request a deposit or pre-authorisation at the time of booking.
3.4 Access and attendance
The Customer must ensure that the Company has safe and adequate access to the Premises at the agreed time. This includes arrangements for keys, entry codes, parking permissions, and clear access to the areas to be cleaned. If the Company cannot gain access or start work due to issues beyond its control, this may be treated as a late cancellation and a fee may be charged.
4. Customer Responsibilities
The Customer is responsible for:
Ensuring that the Premises are safe and reasonably tidy for the Company to carry out the Services.
Removing small items, fragile objects, and personal belongings from the areas to be cleaned where reasonably possible.
Informing the Company of any known risks, defects, pre-existing damage, or sensitivities, including loose carpets, weak seams, unstable furniture, electrical hazards, or allergies to cleaning products.
Supervising children, pets, and vulnerable persons during the provision of Services to maintain a safe environment.
Providing access to water and electricity where required for the Services.
5. Pricing, Deposits and Payments
5.1 Pricing
The price for the Services will be as stated in the quotation or booking confirmation. Prices are typically based on room size, number of items, level of soiling, required treatments and access. The Company reserves the right to adjust pricing if additional work is requested by the Customer on the day, or if the condition of the items to be cleaned requires extra time, materials or specialist treatments.
5.2 Deposits
The Company may request a deposit or booking fee, which will be confirmed at the time of booking. Deposits may be non-refundable in certain circumstances, particularly in the case of late cancellation. Any such conditions will be communicated clearly to the Customer during the booking process.
5.3 Payment terms
Unless otherwise agreed in writing, payment is due in full on completion of the Services at the Premises. The Company will inform the Customer of accepted payment methods in advance. For commercial or repeat Customers, alternative payment terms may be agreed in writing, including invoicing and payment within a specified period.
5.4 Late payment
If payment is not made by the due date, the Company reserves the right to charge reasonable late payment fees and, where applicable, interest in accordance with UK law. The Company may also suspend or refuse further Services until all outstanding sums have been paid.
6. Cancellations, Rescheduling and Access Issues
6.1 Customer cancellations
The Customer may cancel or reschedule a booking by providing notice to the Company. The Company will inform the Customer of any minimum notice period required at the time of booking. Where the Customer cancels within the agreed notice period, any deposit or pre-payment may be refunded or carried over to a future booking, at the Companys discretion.
Where the Customer cancels with insufficient notice, the Company may charge a cancellation fee, up to a reasonable proportion of the agreed price, to cover lost time and costs incurred.
6.2 Company cancellations
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including staff illness, equipment failure, severe weather, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such cancellation.
6.3 Access and delays
If the Company cannot gain access to the Premises at the agreed time, or if the start of work is significantly delayed due to circumstances under the Customers control, the Company may charge for waiting time, a call-out fee, or treat the booking as a late cancellation. The Customer is responsible for any parking charges or penalties arising directly from arrangements made for the visit.
7. Service Standards and Limitations
The Company aims to provide a professional and diligent service, using appropriate cleaning methods, equipment and products suited to the materials being cleaned. However, the Customer acknowledges the following limitations:
Not all stains, marks or odours can be removed completely, particularly if they are longstanding, caused by certain substances, or have been previously treated with unsuitable products.
Colour fastness, shrinkage and texture changes are influenced by the nature and condition of the carpet or fabric, its age, previous cleaning, and wear and tear. The Company will take reasonable care but cannot guarantee that there will be no changes following cleaning.
Pre-existing damage, wear, fading, loose seams, or unstable backing may become more visible after cleaning. The Company is not responsible for such pre-existing issues.
The Customer should allow adequate drying time after cleaning. Drying times vary depending on ventilation, temperature, humidity, and the type of material. The Company cannot be held liable for any issues arising from use of damp carpets or upholstery before they are fully dry.
8. Liability and Insurance
8.1 General liability
The Company will exercise reasonable skill and care in providing the Services. If the Customer believes that the Service is defective, they must notify the Company as soon as reasonably possible and allow the Company an opportunity to inspect and, where appropriate, to rectify the issue.
8.2 Limitations of liability
The Companys liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, is limited to the amount paid or payable for the specific Service in question, except where such limitation is not permitted by law.
The Company will not be liable for:
Any indirect, consequential or economic loss, including loss of profit, loss of opportunity or loss of enjoyment.
Pre-existing damage, defects, stains, odours, or issues arising from the inherent condition or age of carpets, fabrics, or furnishings.
Any loss or damage arising from failure by the Customer to follow the Companys reasonable instructions regarding preparation, aftercare, or drying times.
8.3 Insurance
The Company maintains appropriate insurance cover for public liability in connection with its cleaning operations. Evidence of insurance is available upon reasonable request.
9. Waste Handling and Environmental Regulations
The Company will handle waste water and any solid residues generated during the cleaning process in compliance with applicable UK waste and environmental regulations. Where possible, waste will be disposed of using approved waste water systems or other lawful methods.
The Company does not provide a general waste removal service. The Customer is responsible for any household, commercial or bulky waste at the Premises that is not directly generated by the cleaning process. The Company is not permitted to remove or dispose of hazardous or controlled waste and will refuse to handle such materials.
The Company aims to use cleaning products responsibly and may, where practical, offer options for solutions with lower environmental impact. However, in some circumstances specific products may be required to achieve appropriate cleaning results or hygiene standards.
10. Health, Safety and Conduct
The Company takes health and safety seriously and expects Customers to respect the well-being of its staff. The Company reserves the right to withdraw its operatives from the Premises if conditions are unsafe, unsanitary, or if staff are subject to abusive, threatening or inappropriate behaviour. In such cases, the visit may be deemed a cancellation by the Customer and fees may apply.
The Customer should inform the Company in advance of any specific health concerns, including known allergies to cleaning products, and the Company will use reasonable efforts to accommodate them, subject to the practical requirements of the Service.
11. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as practicable, ideally within 48 hours of completion, providing details and, where relevant, photographs. The Company will investigate the complaint and may arrange a revisit to inspect the work.
Where the Company considers a complaint to be justified, it may, at its discretion, offer to re-clean the affected area, provide a partial refund, or make another form of reasonable remedy. This will normally be the Customers sole and exclusive remedy, except where otherwise required by law.
The Company encourages Customers to raise concerns directly in order to resolve issues promptly and amicably.
12. Data Protection and Privacy
The Company collects and processes personal data such as names, addresses and contact details for the purposes of providing Services, managing bookings and handling accounts. The Company will take reasonable steps to keep such data secure and to use it only for legitimate business purposes in accordance with applicable data protection laws in the UK.
Personal data will not be sold to third parties. It may, however, be shared with service providers or insurers where necessary to deliver the Services, manage payments, or handle claims, always in accordance with legal requirements.
13. Variation of Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will normally apply to that booking. The current Terms and Conditions will be made available on request.
14. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
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.
15. 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, but such invalidity, unlawfulness or unenforceability shall not affect the remaining provisions, which shall continue in full force and effect.
16. Entire Agreement
These Terms and Conditions, together with any written quotation, booking confirmation or specific written agreement between the Customer and the Company, constitute the entire agreement between the parties in relation to the Services. No other statement or representation, whether oral or written, shall have contractual effect unless expressly agreed in writing by the Company.
