Watford Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Watford Carpet Cleaners provides carpet, rug, upholstery and related cleaning services to domestic and commercial customers. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below.
Customer means the individual or organisation requesting the services of Watford Carpet Cleaners.
Company means Watford Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning and any other related cleaning or protective treatments offered by the Company from time to time.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation of booking.
2. Scope of Services
The Company provides professional carpet, rug and upholstery cleaning and associated services within its operational service area. The precise Services to be performed, including any additional treatments such as stain protection or deodorising, will be agreed at the time of booking or on inspection of the Premises.
The Company reserves the right to refuse to provide Services where conditions at the Premises are unsafe, unsanitary, or otherwise inappropriate for the work to be carried out, or where the Customer has misrepresented the condition or size of the areas to be cleaned.
3. Booking Process
3.1 Booking request
Bookings may be requested by the Customer through the Company’s chosen communication channels. A booking request does not constitute a confirmed appointment until accepted by the Company.
3.2 Information required
The Customer must provide accurate and complete information when making a booking, including but not limited to property type, approximate room sizes or item quantities, parking availability, access details and any particular concerns such as heavy staining, pet odours, or water damage.
3.3 Confirmation of booking
The Company will confirm the booking details, including the date, time window and indicative price, prior to the appointment. The Customer is responsible for checking that the details are correct and notifying the Company promptly of any errors or changes required.
3.4 Changes to bookings
Any requested change to a booking, including date, time or scope of work, is subject to availability and must be agreed by the Company. The Company may adjust the price if the scope of work is changed.
4. Access and Customer Responsibilities
The Customer must ensure that the Company has clear and safe access to the Premises at the agreed time. This includes providing accurate access instructions and ensuring that someone is present to allow entry, where necessary.
The Customer must ensure that electricity and water are available at the Premises for the duration of the visit, unless otherwise agreed in advance. The Company reserves the right to charge a call out fee or consider the booking cancelled and apply the relevant cancellation charges if access, utilities or safe working conditions are not provided.
The Customer is responsible for moving fragile items, valuables and small furniture where required, unless the Company has expressly agreed to move such items. The Company will exercise reasonable care when moving any items but accepts no liability for damage to items that the Customer has not removed or for pre-existing damage or excessive wear.
5. Pricing and Quotations
All prices are quoted in pounds sterling and, unless otherwise stated, are inclusive of applicable taxes. Quotations may be given based on information provided by the Customer either verbally or in writing.
The Company reserves the right to amend any quotation if the information provided by the Customer is inaccurate or incomplete, or if the Company discovers that the nature of the work differs from what was reasonably anticipated. Any such amendment will be communicated to the Customer as soon as reasonably practicable.
Minimum call out charges may apply. The Customer will be informed of any minimum charges at the time of booking.
6. Payments
6.1 Payment methods
The Company accepts payment by the methods communicated to the Customer at the time of booking. Payment terms may vary between domestic and commercial Customers and will be indicated on the invoice or booking confirmation.
6.2 Time of payment
Unless otherwise agreed in writing, payment for domestic Customers is due immediately on completion of the Services at the Premises. For commercial Customers, payment terms shall be as stated on the invoice.
6.3 Late payment
If the Customer fails to make payment when due, the Company reserves the right to charge interest on any overdue sum at the statutory rate, accruing on a daily basis until full payment is received, together with any reasonable administration costs incurred in collecting the debt.
6.4 Non-payment
Where payment is not made in full, the Company may suspend or cancel any further Services and may take such steps as are necessary to recover the outstanding amounts, including legal action where appropriate.
7. Cancellations and Rescheduling
7.1 Customer cancellations
The Customer may cancel or reschedule a booking by giving notice to the Company. The amount of notice required and any applicable charges will be communicated at the time of booking or in the booking confirmation.
As a general guideline, where the Customer cancels or reschedules with more than 48 hours notice before the agreed appointment, no cancellation fee will usually apply. Where less than 48 hours notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full amount of the quoted price if cancellation occurs on the day of the booking.
7.2 Company cancellations
The Company will make reasonable efforts to keep all confirmed appointments. However, the Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to equipment failure, staff illness, adverse weather, traffic disruption or other operational issues.
In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company shall not be liable for any loss or damage suffered by the Customer as a result of such cancellation or rescheduling, other than a refund of any prepayment for Services not delivered.
8. Service Standards and Limitations
The Company shall exercise reasonable skill and care in the performance of the Services and will use cleaning methods and products it considers appropriate for the material and level of soiling.
However, the Customer acknowledges and agrees that:
Complete stain removal cannot be guaranteed, particularly for stains that are old, set, caused by certain substances such as dyes, acids or permanent markers, or where the fibres or backing have been permanently damaged.
Colour fastness and shrinkage risks exist with certain fabrics and materials. While the Company will use reasonable endeavours to assess these risks, responsibility for identifying delicate or problematic materials rests with the Customer.
Odour treatments may reduce but not always fully remove strong or long-standing odours, especially in cases of pet urine contamination or water damage.
The drying time for carpets and upholstery varies depending on the material, level of soiling, ventilation and weather conditions. The Company cannot guarantee exact drying times.
9. Customer Property and Preparation
Prior to the arrival of the Company’s operatives, the Customer should remove as many small items, breakables and valuables from the areas to be cleaned as practicable. The Customer should also advise the Company of any pre-existing damage, loose fittings, frayed edges or other concerns relating to carpets, rugs or upholstery.
The Company will not be responsible for any pre-existing damage or defects which are revealed during cleaning. Where such issues are identified, the Company may suspend or adapt the Services to avoid causing further damage, and will discuss any significant concerns with the Customer.
10. Waste Handling and Environmental Compliance
The Company operates in accordance with applicable UK waste and environmental regulations relating to the collection, transport and disposal of waste and used cleaning materials.
Any waste generated by the Company during the course of providing the Services, such as used solutions, packaging or disposable materials, will be handled and disposed of by the Company in a lawful manner, unless otherwise agreed.
The Customer is responsible for the safe disposal of any waste that does not arise from the Company’s activities, including household or commercial waste already at the Premises. The Company will not collect or remove general waste, hazardous waste or other materials except as directly associated with the Services provided.
Where the Company agrees to remove particular waste or contaminants from the Premises, the Customer must disclose any known hazards or risks. The Company reserves the right to refuse to handle any waste it reasonably believes to be hazardous or unsuitable for standard disposal routes.
11. Liability and Insurance
The Company shall maintain appropriate public liability insurance in relation to the Services it provides.
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 matter for which it would be unlawful to exclude or restrict liability.
Subject to the above, the Company’s liability to the Customer arising out of or in connection with the Services shall be limited to the total price paid or payable by the Customer for the specific Service giving rise to the claim.
The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of use, or loss of opportunity, arising from or in connection with the provision or non-provision of the Services.
The Company shall not be responsible for the cost of repairing any pre-existing faults or damage to the Customer’s property that it discovers in the course of providing the Services. Nor shall the Company be liable for the effects of wear and tear, fading, discolouration or shrinkage which become apparent following cleaning where such conditions pre-existed or were inherent in the materials being treated.
12. Complaints and Claims
The Customer should inspect the work carried out by the Company as soon as reasonably possible after completion. Any concerns or complaints about the Services must be reported to the Company promptly, and in any event within a reasonable time.
The Company will use reasonable endeavours to investigate and, where appropriate, remedy any justified complaint. This may include a return visit to re-clean certain areas or items. The Customer must give the Company the opportunity to assess and address any issues before undertaking remedial work with another provider or seeking compensation.
13. Force Majeure
The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under these Terms and Conditions if such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to acts of God, extreme weather, fire, flood, pandemic, strikes, industrial disputes, traffic incidents, or failure of utilities.
14. Data Protection and Privacy
The Company will collect and process personal data about the Customer only to the extent necessary to arrange and provide the Services, handle payments and comply with legal obligations. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where required for the performance of the Agreement, for debt recovery, or where required by law.
15. Amendments 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 particular Agreement. A current version of the Terms and Conditions will be made available by the Company upon request.
16. Governing Law and Jurisdiction
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.
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 or formation.
17. Severability
If any provision or part provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision or part provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.
18. Entire Agreement
These Terms and Conditions, together with any written quotation, booking confirmation or invoice issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings between the parties.
By booking or using the Services of Watford Carpet Cleaners, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.