West Hampstead Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which West Hampstead Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers in the United Kingdom. By making a booking, accessing our services, or allowing our operatives to carry out work at your premises, you agree to be bound by these Terms and Conditions.
If you do not agree to these Terms and Conditions, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, company or organisation that requests, books or receives services from West Hampstead Carpet Cleaners.
We, us, our means West Hampstead Carpet Cleaners.
Services means any carpet, upholstery, rug, mattress, curtain, hard floor or other cleaning service, stain treatment, odour treatment, protection treatment or ancillary service we agree to provide.
Premises means the property or location where the services are to be provided.
2. Scope of Services
We provide professional cleaning services within our normal service area, primarily serving customers in and around West Hampstead and neighbouring parts of London. All services are subject to the availability of our operatives and equipment.
The details of the work to be carried out, including the areas to be cleaned, special requests, and any additional services, will be agreed at the time of booking or pre-inspection. We reserve the right to decline any work that we reasonably consider unsafe, unsuitable, or beyond our expertise or equipment capability.
3. Booking Process
3.1 Bookings can be requested by completing our booking form or by contacting us through our accepted communication channels. You must provide accurate information about the property type, size, access, parking arrangements, and the condition of the surfaces to be cleaned.
3.2 A booking is not confirmed until we have provided a clear confirmation and, where required, you have accepted any quotation and paid any applicable deposit. Provisional dates or times given before confirmation are subject to change.
3.3 We may carry out an on-site or virtual assessment prior to confirming the price and scope of work. If, on arrival, the actual condition or size of the items or premises differs materially from the information you provided, we reserve the right to adjust the price, amend the work, or decline part or all of the job.
3.4 You are responsible for ensuring that an adult is present at the premises at the start and completion of the work, unless we agree in advance to work in your absence and appropriate access arrangements have been made.
4. Prices, Quotations and Estimates
4.1 Prices may be given as fixed quotations or as estimates based on the information supplied by you. Where an estimate is provided, the final price may vary depending on the actual condition, size, or complexity encountered.
4.2 Unless explicitly stated otherwise, quoted prices include labour, use of professional cleaning products and equipment, and standard waste removal related to the service. Additional charges may apply for congestion zones, parking fees, restricted access, out-of-hours work, or specialist treatments.
4.3 We reserve the right to revise quotations if you request changes to the scope of work or if unforeseen circumstances arise that materially affect the time, materials, or methods required.
5. Payments and Invoicing
5.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the services on the same day.
5.2 We may require a deposit to secure your booking, particularly for larger jobs, multi-visit work, or commercial contracts. Deposits are usually non-refundable unless otherwise stated in writing.
5.3 We accept payment by commonly used methods available in the United Kingdom, which may include bank transfer, card payment, or other approved methods. We do not accept payment by methods that we have not previously agreed.
5.4 For commercial or account customers, separate payment terms may be agreed in writing. Invoices not paid by the due date may incur interest and late payment charges in accordance with applicable UK legislation relating to late payment of commercial debts.
5.5 We reserve the right to suspend or cancel further services if previous invoices remain unpaid or if we reasonably believe that payment may not be made as agreed.
6. Cancellations, Rescheduling and Access
6.1 If you wish to cancel or reschedule a confirmed booking, you must notify us as soon as possible. Cancellation and rescheduling will only be effective once we acknowledge your request.
6.2 If you cancel or reschedule less than 24 hours before the scheduled start time, we may charge a cancellation fee, which may be up to the full amount of the expected service value, to cover our lost time and costs.
6.3 If our operatives are unable to gain access to the premises at the agreed time, if no responsible adult is present (where required), or if the work cannot be carried out due to reasons within your control, this may be treated as a late cancellation and charged accordingly.
6.4 We may cancel or reschedule a booking due to events beyond our reasonable control, including but not limited to severe weather, transport disruptions, illness, equipment failure, or other operational issues. In such cases, we will endeavour to offer an alternative date and time, but we will not be liable for any resulting loss or inconvenience.
7. Customer Obligations and Preparation
7.1 You must ensure that our operatives have safe and unobstructed access to the premises, including suitable entry and a parking space where reasonably possible. Any parking fees or penalties incurred as a result of inaccurate information or lack of arrangements may be charged to you.
7.2 Areas to be cleaned should be cleared of small items, personal belongings, fragile objects, and breakables. Large furniture will only be moved where it is reasonably safe and practical to do so and at our discretion.
7.3 You must inform us in advance of any known hazards, defects, or sensitivities at the premises, including loose floor coverings, damaged fittings, electrical issues, or any allergies or sensitivities to cleaning products.
7.4 Children and pets should be kept away from the work area and equipment during and immediately after cleaning, until surfaces are fully dry and safe.
8. Service Standards and Limitations
8.1 We will perform the services with reasonable skill and care, using professional equipment and cleaning products appropriate for the surfaces being treated.
8.2 While we use industry-recognised methods, we cannot guarantee the complete removal of all stains, odours, or marks, particularly where they are permanent, old, have been previously treated with inappropriate products, or have damaged the underlying material.
8.3 Drying times are approximate and depend on ventilation, temperature, humidity, fibre type, and level of soiling. You are responsible for ensuring adequate ventilation and following any advice we provide regarding drying and aftercare.
8.4 We will not be responsible for pre-existing damage, wear and tear, fading, shrinkage, loose dyes, or issues that become apparent only after cleaning. Certain natural fibres and materials may carry a higher risk of movement or texture change when cleaned; where appropriate, we will advise you of this before proceeding.
9. Waste Handling and Regulations
9.1 As part of our services, we may collect and remove limited waste directly related to the cleaning process, such as used solutions and minor debris extracted during cleaning.
9.2 We comply with applicable UK waste management and environmental regulations. Waste created in the course of cleaning is handled and disposed of in a responsible manner, using appropriate facilities or arrangements.
9.3 We are not a general waste removal contractor. We will not remove large volumes of household, commercial, construction, or hazardous waste. This includes, but is not limited to, asbestos, sharps, clinical waste, chemicals, solvents, paints, or items classified as hazardous under UK law.
9.4 If we encounter hazardous materials or unsafe conditions, we may suspend or cancel the service and recommend that you engage a specialist contractor. Any additional time spent on site prior to discovering such hazards may be chargeable.
10. Liability and Insurance
10.1 We hold appropriate insurance cover for our activities, including public liability insurance, subject to the terms, conditions and exclusions of the policy.
10.2 Our liability to you for loss or damage arising from our services, whether in contract, tort or otherwise, is limited to the lesser of the cost of repairing the damage or the replacement value of the item, and in any event will not exceed the total price paid or payable for the specific service that gave rise to the claim.
10.3 We are not liable for any indirect, consequential or economic losses, including but not limited to loss of profit, loss of revenue, loss of use, or loss of opportunity, arising out of or in connection with the services.
10.4 You must notify us of any alleged damage or service issues as soon as reasonably possible and, in any event, within 48 hours of completion of the work. We must be given a reasonable opportunity to inspect and, where appropriate, attempt to remedy the issue.
10.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under UK law.
11. Complaints and Dispute Resolution
11.1 We aim to provide a professional and reliable service. If you are dissatisfied for any reason, you should contact us as soon as possible with details of your concern.
11.2 We may request photographs, access to the premises, or further information to assess the issue. Where appropriate and reasonable, we may offer a re-clean of the affected area or another form of resolution, at our discretion.
11.3 If a dispute arises that cannot be resolved informally, both parties will consider in good faith whether alternative dispute resolution or mediation may be appropriate before commencing formal legal proceedings.
12. Force Majeure
12.1 We shall not be in breach of these Terms and Conditions nor liable for any delay or failure in performance of our obligations arising from events, circumstances, or causes beyond our reasonable control. These may include, without limitation, extreme weather, flooding, fire, accident, illness, epidemic, transport disruption, strikes, lockouts, or other industrial disputes.
12.2 If such an event prevents us from performing the services as scheduled, we will notify you as soon as reasonably practicable and, where possible, arrange a new time or date. If performance is prevented for a prolonged period, either party may cancel the affected services without further liability.
13. Data Protection and Privacy
13.1 We collect and process personal information necessary to manage bookings, provide services, handle payments and communicate with customers. We aim to comply with applicable UK data protection laws when processing such information.
13.2 Your information will be used only for legitimate business purposes, such as arranging and delivering services, accounts and record keeping, and where required to meet legal obligations.
13.3 We do not sell your personal data to third parties. Limited information may be shared with trusted partners where this is necessary to deliver our services or process payments, subject to appropriate safeguards.
14. Amendments to Terms and Conditions
14.1 We may update or amend these Terms and Conditions from time to time to reflect changes in the law, our services, or operational requirements.
14.2 The version of the Terms and Conditions that applies to your booking will be the version in force at the time your booking is confirmed, unless you expressly agree to a later version.
15. Severability
15.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and interpreted in accordance with the laws of England and Wales.
16.2 You and we 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 confirming a booking or allowing our operatives to carry out work at your premises, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
