Terms And Conditions

Carpet Cleaners Hammersmith Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Hammersmith provides professional cleaning services to residential and commercial customers within its service areas in the United Kingdom. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or company who requests or purchases cleaning services.

Company means Carpet Cleaners Hammersmith providing the cleaning services.

Services means carpet cleaning and any related or additional cleaning services agreed between the Company and the Customer.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides carpet cleaning and related services, which may include upholstery cleaning, rug cleaning, stain treatment and other floor-care services as agreed at the time of booking. The specific scope of work, including the areas to be cleaned, is confirmed in the booking confirmation issued by the Company.

All Services are provided subject to the condition and accessibility of the Premises. The Company reserves the right to adjust or refuse work where access is unsafe, the condition of the items to be cleaned presents a health or safety risk, or where Services requested differ substantially from the description provided at booking.

3. Booking Process

3.1 Bookings may be requested by the Customer through the Company’s accepted methods of contact or enquiry forms. A booking is not confirmed until the Company issues a confirmation, which may include the service date, estimated time of arrival, scope of work, and indicative price.

3.2 The Customer is responsible for providing accurate and complete information regarding the Premises, parking arrangements, type and size of areas to be cleaned, level of soiling, and any special requirements. The Company relies on this information to estimate the time required and price.

3.3 The Company reserves the right to amend or refuse a booking if the information provided by the Customer is incomplete, inaccurate, or misleading, or if resources are not available on the requested date and time.

3.4 Any preferred arrival times are estimates and not guaranteed. While the Company aims to attend within agreed windows, delays can occur due to traffic, previous jobs or other factors beyond the Company’s control. The Company will make reasonable efforts to notify the Customer of significant delays or the need to reschedule.

4. Access to Premises and Customer Obligations

4.1 The Customer must ensure that the Company has clear and safe access to the Premises at the agreed time, including suitable parking for the duration of the visit. Any parking costs or penalties incurred as a direct result of the Customer’s instructions or lack of suitable parking may be added to the final invoice.

4.2 The Customer is responsible for ensuring that the Premises are in a condition that allows the Services to be carried out safely and efficiently. This may include removing fragile items, securing valuables, moving small items of furniture where reasonably practicable, and informing the Company of any known hazards.

4.3 The Customer must inform the Company in advance of any pre-existing damage, stains, wear, defects, loose fittings, or issues with carpets, rugs, flooring or upholstery that may affect the outcome or safety of cleaning. The Company is not responsible for damage arising from undisclosed conditions or inherent defects.

4.4 Children, pets and other occupants should be kept away from work areas during the provision of Services, particularly when machinery, chemicals and drying equipment are in use.

5. Pricing, Estimates and Quotes

5.1 Prices may be quoted per room, per item, per square metre, or on an hourly basis, depending on the nature of the Services. All prices will be confirmed as part of the booking confirmation or subsequent written communication.

5.2 Any prices given prior to inspection of the Premises are estimates only, based on the description provided by the Customer. The Company reserves the right to revise the price if the actual condition, size or nature of the work differs from that described. Revised prices will be agreed with the Customer before work is commenced or continued.

5.3 Unless explicitly stated otherwise, all prices are in pounds sterling and inclusive of labour and standard cleaning materials. Additional charges may apply for specialist treatments, stain protection, moving heavy furniture, or excessive soiling requiring extended work.

6. Payments and Invoicing

6.1 Payment terms will be confirmed at the time of booking. The Company may require payment in full on completion of the Services, a deposit in advance, or payment in full in advance, depending on the nature and size of the booking.

6.2 The Company accepts payment methods as advised to the Customer prior to or at the time of service. The Customer is responsible for ensuring that payment is made in accordance with the agreed terms.

6.3 Where Services are provided to business customers and invoicing on credit terms has been agreed, payment shall be due within the time period stated on the invoice. If no period is specified, payment is due within 14 days of the invoice date.

6.4 If the Customer fails to make any payment on the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law and to recover any reasonable costs incurred in seeking payment.

6.5 The Company retains ownership of any goods or materials supplied until payment is received in full.

7. Cancellations, Rescheduling and No-Show Policy

7.1 The Customer may cancel or reschedule a booking by giving notice to the Company within the minimum notice period specified at the time of booking. Where no specific period is stated, at least 24 hours’ notice prior to the scheduled start time is required.

7.2 If sufficient notice is provided, any deposit paid may, at the Company’s discretion, be refunded or applied to a new booking.

7.3 If the Customer cancels or reschedules with less than the required notice, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge a cancellation fee up to a reasonable proportion of the booking value to cover attendance, allocation of resources and lost opportunity.

7.4 The Company may cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, vehicle breakdown, severe weather or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment at the earliest reasonable opportunity. The Company is not liable for any consequential loss resulting from such changes.

8. Service Performance and Quality

8.1 The Company will perform the Services with reasonable skill and care, in accordance with industry standards and using cleaning solutions appropriate to the materials and level of soiling, as assessed by the technician on site.

8.2 While the Company aims to achieve the best possible results, outcomes may vary depending on factors such as the age and type of carpet or fabric, pre-existing damage, prior cleaning methods, and the nature and duration of stains. The Company does not guarantee complete removal of all stains, odours or marks.

8.3 The Customer should inspect the work on completion and raise any concerns immediately with the attending technician or with the Company as soon as reasonably practicable. If the Customer is dissatisfied with any aspect of the Service, the Company will, at its discretion, offer a re-clean of the affected area or another reasonable remedy, provided the complaint is raised within a reasonable period and not caused by subsequent use or contamination.

9. Customer Property and Liability

9.1 The Company will take reasonable care when providing Services at the Premises. However, the Customer is responsible for safeguarding cash, jewellery, important documents and other valuables. The Company will not be liable for loss of such items not specifically entrusted to its care.

9.2 The Company’s liability for any direct damage to the Customer’s property caused by the negligence of the Company or its employees shall, where permitted by law, be limited to the reasonable cost of repair or replacement of the damaged item, taking into account its age and condition.

9.3 The Company shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the provision of Services.

9.4 Nothing in these Terms and Conditions shall exclude or limit 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. Limitations and Exclusions

10.1 The Company is not responsible for:

a. Wear, deterioration, or damage that becomes apparent during cleaning and arises from inherent defects, prior misuse, previous cleaning, or manufacturer issues.

b. Colour loss, shrinkage, distortion or texture changes where industry-standard cleaning methods and products have been used, especially on items that are unstable, faded, or not colourfast.

c. Pre-existing stains or odours that cannot be fully removed despite the use of appropriate techniques.

d. Damage or re-soiling occurring after completion of the Services, including from pets, occupants, or subsequent works at the Premises.

11. Health, Safety and Environmental Requirements

11.1 The Company operates in accordance with applicable health and safety requirements. The Customer must notify the Company of any known hazards, including loose floor coverings, electrical issues, or substances that may pose a risk to staff or equipment.

11.2 Some cleaning products may cause temporary odours or require ventilation and drying time. The Customer is responsible for following any advice given by the Company regarding ventilation, foot traffic restrictions, or re-entry times for treated areas.

12. Waste Handling and Regulations

12.1 The Company will manage and dispose of its own general waste generated as part of the cleaning process in accordance with applicable UK waste management regulations.

12.2 The Company is not responsible for the removal or disposal of bulky items, large quantities of domestic or commercial waste, hazardous substances, or materials outside the reasonable by-products of carpet and upholstery cleaning, unless expressly agreed in writing as part of the Services.

12.3 Where cleaning results in the extraction of contaminated water or debris, the Company will handle such waste in compliance with relevant environmental regulations and local requirements.

13. Insurance

13.1 The Company maintains appropriate insurance cover for public liability and, where applicable, employer’s liability, in line with industry practice. Details of insurance cover are available on request.

13.2 The Customer is responsible for maintaining their own buildings and contents insurance to cover the Premises and personal property.

14. Data Protection and Privacy

14.1 The Company collects and processes personal information about Customers for the purpose of administering bookings, delivering Services, handling payments and managing customer relations.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will not sell or knowingly disclose Customer information to third parties except where required for the provision of Services, processing payments, or complying with legal obligations.

15. Complaints and Dispute Resolution

15.1 The Company aims to deliver a high standard of service and encourages Customers to raise any concerns promptly so they can be addressed. Complaints should be made as soon as reasonably practicable after the issue arises.

15.2 The Company will investigate complaints and may, where appropriate, offer a re-clean, partial refund or other reasonable solution. Any remedy will take into account the nature of the complaint, the condition of the items cleaned and any relevant evidence provided.

16. Amendments to Terms and Conditions

16.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or the operation of the business.

16.2 The version of the Terms and Conditions that applies to a particular booking will be the version in force at the time the booking is confirmed, unless a change is required by law or with the Customer’s consent.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any Agreement arising between the Company and the Customer, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.

18.2 No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

18.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights or obligations where reasonably necessary to provide the Services.

18.4 These Terms and Conditions, together with any written booking confirmation or service agreement, constitute the entire agreement between the Company and the Customer in relation to the provision of Services and supersede any prior discussions, correspondence or understandings.