Westminster Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Westminster Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking a 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 have the meanings set out below.
Company means Westminster Carpet Cleaners, the cleaning service provider.
Customer means any individual, business, organisation or other entity that books or receives services from the Company.
Premises means the property or location where the services are to be carried out.
Services means carpet, rug, upholstery, curtain, hard floor and related cleaning services, as well as any additional services agreed in writing between the Company and the Customer.
Cleaner means any employee, contractor or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company provides professional cleaning services within its defined service area, with a primary focus on carpet and upholstery care. The exact Services to be provided for each booking will be specified during the booking process and confirmed in a written or electronic confirmation.
Any descriptions of Services given by the Company are for guidance only. The Company reserves the right to adjust methods, equipment and cleaning materials used, provided that the overall quality and purpose of the Services are not materially affected.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Company’s approved communication channels. The Customer must provide accurate information regarding the Premises, access arrangements, parking availability, size and condition of the areas to be cleaned, and any special requirements.
3.2 A booking is not confirmed until the Customer has received a booking confirmation from the Company. The Company may refuse or cancel any booking request at its discretion, including where information provided by the Customer is incomplete, inaccurate or where the Services requested fall outside the Company’s normal service scope or availability.
3.3 The Customer is responsible for ensuring that the Premises are accessible at the agreed appointment time. Where access is not possible, or significantly delayed, the Company may charge a missed appointment or waiting time fee as set out in its current pricing policy.
3.4 The Company may request photographs, descriptions or other information about the Premises and items to be cleaned to provide an estimate or confirm the suitability of equipment and methods. Any estimates given based on such information may be adjusted on arrival if the actual condition or size differs materially from that described.
4. Prices and Estimates
4.1 Prices for Services are usually provided as a fixed quotation or an estimate based on information supplied by the Customer. All prices are given in pounds sterling unless otherwise stated.
4.2 Where a price is given as an estimate, the final charge may vary to reflect the actual work required. Any significant difference will be discussed with the Customer before the work proceeds beyond the original scope.
4.3 The Company reserves the right to revise its pricing from time to time. The price applicable to a booking is the price stated in the booking confirmation, save for adjustments expressly agreed on site with the Customer.
5. Payments and Invoicing
5.1 Payment terms will be stated in the booking confirmation or invoice. Unless otherwise agreed, payment is due on completion of the Services on the day of the visit.
5.2 The Company may require advance payment, a deposit or card details to secure a booking. Failure to provide requested payment details may result in cancellation of the booking.
5.3 Accepted payment methods will be communicated by the Company and may include card payments, bank transfers or other recognised payment instruments. Cash payments, if accepted, must be made directly to the Company or its authorised representative and will be receipted.
5.4 For commercial Customers, the Company may agree alternative payment terms, such as payment within a specified number of days from the invoice date. Any such terms will be confirmed in writing.
5.5 In the event of late payment, the Company reserves the right to charge interest, administration fees or both, in accordance with applicable law and its internal credit control policy. The Company may also suspend further Services until all outstanding sums are settled.
6. Customer Obligations
6.1 The Customer must provide the Company and its Cleaners with safe and reasonable access to the Premises for the duration of the appointment. This includes ensuring that all necessary keys, codes and instructions are available at the agreed start time.
6.2 The Customer must ensure that electricity, running water, lighting and, where needed, heating are available at the Premises. Where the Services require specific arrangements such as parking or lift access, the Customer must arrange these in advance or promptly reimburse any associated costs incurred by the Company.
6.3 The Customer is responsible for removing fragile, valuable or irreplaceable items from areas where cleaning will take place, or clearly identifying such items to the Cleaner before work begins.
6.4 The Customer must inform the Company of any known risks at the Premises, including loose carpets, damaged flooring, faulty electrical sockets, or any other hazard that may affect the safety of the Cleaner or the effective delivery of the Services.
7. Cancellations, Rescheduling and Missed Appointments
7.1 The Customer may cancel or reschedule a booking by giving the notice period required in the Company’s current cancellation policy. Where sufficient notice is given, any advance payments or deposits may be refunded or applied to a future booking, as set out in that policy.
7.2 If a booking is cancelled or rescheduled by the Customer with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the booked Services.
7.3 If the Cleaner attends the Premises and is unable to gain access, or if the Customer is not present where required and no prior arrangement has been made for access, this may be treated as a missed appointment. In such cases, the full booking fee or a call-out fee may be charged.
7.4 The Company may cancel or reschedule a booking due to circumstances outside its control, including but not limited to staff illness, equipment failure, severe weather, transport disruption or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably possible and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or delay, other than a refund of any pre-paid sums for Services not provided.
8. Service Standards and Limitations
8.1 The Company undertakes to provide the Services with reasonable skill and care expected of a professional cleaning business. However, certain limitations apply to cleaning outcomes.
8.2 Stain removal and restoration results cannot be guaranteed. The age, type and previous treatment of carpets, rugs and upholstered items can affect the outcome. Some stains may be permanent and some wear, fading or damage may become more visible after cleaning.
8.3 The Customer acknowledges that the Company is not responsible for pre-existing damage, wear, fading, loose threads, shrinkage potential or defects in fabrics, fibres or flooring. Where the Cleaner considers that cleaning may pose a risk of damage, the Customer will be informed and may be asked to accept that risk in order for the work to proceed.
8.4 The Company is not responsible for any damage caused by faulty construction, inappropriate materials, inadequate installation, poor maintenance or defects that become apparent only once cleaning begins.
9. Liability and Insurance
9.1 The Company maintains suitable insurance cover for its cleaning activities within its service area. Details of cover can be made available on request.
9.2 The Company’s liability for any loss or damage arising from or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total value of the relevant booking, except where liability cannot be lawfully limited.
9.3 The Company will not be liable for indirect, consequential or economic losses, including loss of profit, loss of business, loss of goodwill or loss of opportunity, arising from the provision or non-provision of the Services.
9.4 The Customer must notify the Company in writing of any alleged damage or service issue as soon as reasonably practicable and in any event within 48 hours of completion of the Services. The Customer must provide reasonable evidence, such as photographs and a description of the concern, to allow the Company to investigate.
9.5 Where the Company is found to be responsible for damage, it may, at its discretion, arrange repair, replacement, re-cleaning or financial compensation, having regard to the age, condition and value of the item and the extent of the damage.
10. Health, Safety and Waste Regulations
10.1 The Company is committed to working in a manner that protects the health and safety of its staff, Customers and the public. The Customer agrees to cooperate with any reasonable health and safety requests made by the Cleaner while on site.
10.2 The Company uses cleaning products and equipment appropriate for professional use. Safety data sheets or product information can be made available on request. If the Customer has known allergies or sensitivities, they must inform the Company in advance so that alternative methods can be considered where practical.
10.3 The Company complies with applicable waste management and environmental regulations in its operations. Waste generated in the course of cleaning, such as used solutions, filters or packaging, will be managed in accordance with legal requirements.
10.4 The Customer is responsible for ensuring that any waste or soiling present at the Premises that may be classified as hazardous, including but not limited to clinical, biological, sharp or chemical waste, is identified in advance. The Company reserves the right to refuse to handle such waste where it falls outside the scope of standard cleaning or where specialist licensing or equipment is required.
10.5 Where the Services involve the removal of non-hazardous waste from the Premises, such activity will be carried out in accordance with relevant laws and guidance. Additional charges may apply for the removal or disposal of substantial quantities of waste or bulky items.
11. Property and Keys
11.1 Where the Customer provides keys, access cards or codes to the Company, these will be handled with care and used solely for the purposes of providing the Services.
11.2 The Customer is responsible for ensuring that any lock or alarm system used in connection with the Services is functioning properly. The Company will not be responsible for losses arising from pre-existing faults in security systems.
11.3 In the event of lost keys that are demonstrably in the Company’s possession at the time of loss, the Company’s liability will be limited to the reasonable cost of key replacement or, where necessary, lock replacement, subject to the overall liability limitations set out in these Terms and Conditions.
12. Complaints and Service Issues
12.1 The Company aims to resolve any complaints or service concerns promptly and fairly. The Customer should raise any issues as soon as possible, preferably within 48 hours of the service visit.
12.2 The Company may request access to the Premises to inspect the area or items concerned and, where appropriate, to carry out re-cleaning or other remedial work. Refusal by the Customer to allow such inspection may limit the Company’s ability to address the complaint.
12.3 Where a complaint is upheld, the Company may, at its discretion, provide a partial refund, full refund, re-cleaning or other reasonable remedy, taking into account the nature of the issue and the extent to which the Company is responsible.
13. Privacy and Data
13.1 The Company collects and processes personal information necessary to manage bookings, deliver Services and maintain customer records. This may include names, addresses, contact details, payment information and notes about service preferences.
13.2 The Company will handle personal data in accordance with applicable data protection law. Customer information will not be sold to third parties. It may be shared with service providers and partners strictly as needed to deliver the Services or meet legal obligations.
14. Changes to Terms and Conditions
14.1 The Company may update these Terms and Conditions from time to time. The updated version will apply to all new bookings from the date it is made available.
14.2 For ongoing commercial arrangements, the Company will notify Customers of any material changes, and continued use of the Services after such notice will constitute acceptance of the updated terms.
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 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.
By placing a booking with Westminster Carpet Cleaners, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
