Terms and Conditions for Carpet Cleaning NW5

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning NW5, including how bookings are made, how payments are handled, when cancellations may apply, and the limits of liability. By making a booking, the customer confirms that they have read, understood, and agreed to these terms.

The purpose of this document is to create a clear agreement for both residential and commercial carpet cleaning services. It applies to standard carpet cleaning, upholstery-related carpet care, stain treatment, deodorising, and other agreed cleaning work carried out under a service order. These terms are intended to be practical, fair, and consistent with UK consumer law. They should be read together with any written quotation, booking confirmation, or service specification provided before work begins.

Definitions used in this document are as follows: “Company” means Carpetcleaning NW5; “Customer” means the person or business requesting the service; “Service” means the carpet cleaning work agreed between the parties; and “Property” means the premises where the service is carried out. References to “working day” mean Monday to Friday excluding bank holidays in England and Wales.

1. Booking Process

Bookings are accepted only when the Company has confirmed the requested service details and a suitable appointment slot has been allocated. A booking may be made after an initial enquiry, site details review, or quotation acceptance. The Customer is responsible for providing accurate information about the carpets, access arrangements, parking limitations, water supply, power availability, and any conditions that may affect the work. If the information provided is incomplete or inaccurate, the Company may adjust the service, amend the price, or cancel the booking where necessary.

Before the appointment, the Customer should ensure that the area is reasonably ready for cleaning. This includes moving small personal items, securing valuables, and making carpets accessible. Unless otherwise agreed, the Company does not move heavy furniture, delicate items, electronics, or objects that may be damaged by relocation. If the Customer requests additional handling or preparation, this must be agreed in advance and may affect the final charge.

Once the booking is confirmed, the Company will aim to attend within the agreed time window. Arrival times are estimates rather than guarantees, particularly where travel delays, weather, or earlier job conditions affect the schedule. If a technician is delayed, the Company will make reasonable efforts to notify the Customer and reschedule where appropriate. The Customer agrees to provide safe access to the Property at the arranged time. If access is not possible, the appointment may be treated as a late cancellation or missed booking.

2. Service Standards and Customer Responsibilities

The Company will carry out the service with reasonable care and skill, using methods and equipment considered appropriate for the type, condition, and material of the carpet. However, the Customer acknowledges that carpet cleaning results may vary due to fibre type, prior wear, age, staining, previous treatments, underlay condition, and environmental factors. No guarantee is given that every stain, odour, or mark will be fully removed, especially where damage or discolouration is permanent.

The Customer must disclose any known issues before the service starts, including water damage, dye instability, loose fitting carpets, pre-existing wear, pet accidents, hidden stains, mould, infestation, or chemical sensitivity. The Company may decline to treat an area if there is a safety risk or if the cleaning process could reasonably cause damage. Where specialist treatment is needed, the Customer may be offered an alternative method or advised that the result may be limited.

If the Customer is not present during the service, they authorise the Company to carry out the agreed work based on the booking instructions provided. Any special requests should be confirmed in writing where possible. The Customer also agrees to permit reasonable inspection before and after cleaning so that expectations can be discussed and the service completed properly.

3. Payments and Pricing

All prices are quoted in pounds sterling unless stated otherwise. Quotations are based on the information available at the time and may be revised if the actual job differs from the description given during booking. Changes may arise where the carpet area is larger than stated, where access is more difficult, or where extra treatments are requested on site. The Company will explain any material change before proceeding where reasonably practicable.

Payment terms will be confirmed at the time of booking or on the invoice. Unless a different arrangement is agreed in advance, payment is due on completion of the service. The Company may accept bank transfer, card payment, or other agreed methods. Cash may be accepted only if confirmed beforehand. If a deposit is required to secure the appointment, the amount and refund conditions will be made clear before payment is taken.

Late or failed payments may result in additional administrative charges where permitted by law and may also lead to recovery action for unpaid sums. The Customer remains responsible for the full amount due even if they are not present at the time of service, unless the Company has agreed otherwise in writing. Any discounts, promotional offers, or special rates apply only to the specific terms stated and may be withdrawn if the booking details change.

4. Cancellations, Rescheduling, and Missed Appointments

The Customer may cancel or reschedule a booking by giving reasonable notice. Unless otherwise stated in the booking confirmation, a minimum of 24 hours’ notice is expected. If notice is given later than this, the Company may charge a cancellation fee to reflect reserved labour, allocated travel time, and lost appointment capacity. Where a deposit has been paid, it may be retained in full or in part if the cancellation is late or if costs have already been incurred.

If the Customer is not available at the agreed time, if access is refused, or if the Property is not prepared to a reasonable standard for the service to proceed, the Company may treat the appointment as a missed visit and charge a call-out or cancellation fee. The Company may also cancel or postpone the booking if adverse weather, traffic disruption, equipment failure, staff illness, or safety concerns make attendance impossible or impractical. In such cases, a new appointment will normally be offered.

Where a service is cancelled by the Company, the Customer will not be charged for the cancelled appointment, except for any pre-agreed non-refundable costs allowed by law. The Company will use reasonable efforts to minimise inconvenience and arrange an alternative date where possible. Cancellation rights under consumer law remain unaffected where they apply.

5. Liability and Limitations

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, the Company’s total liability for any claim arising from the service is limited to the amount paid for the specific service giving rise to the claim, except where a different limit is required by law.

The Company will not be liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity. It is also not responsible for damage caused by pre-existing conditions, hidden defects, unsuitable carpet materials, faulty fittings, poor installation, or failure by the Customer to disclose relevant information. Where a customer’s request could reasonably be expected to cause damage, the Company may decline to carry it out.

Any claim for damage must be reported as soon as reasonably possible and in any event within 48 hours of completion of the service, together with photographs and a clear description of the issue. The Company may inspect the area, seek an independent opinion, or return to the Property to investigate before deciding on any remedy. If a complaint is upheld, the Company may at its discretion offer re-cleaning, a partial refund, or another proportionate solution.

6. Waste Regulations and Environmental Compliance

The Company will handle wastewater, residues, used materials, and any waste arising from the service in accordance with applicable UK waste management rules and environmental obligations. The Customer agrees that waste generated during cleaning may include removed soil, fibres, residues, or disposable materials, all of which will be managed appropriately. The Company will not knowingly dispose of waste in a manner that breaches environmental law or local authority requirements.

If specialist waste handling is required due to contamination, biological matter, chemical residue, or hazardous substances, the Customer must inform the Company before the appointment. Additional charges may apply if specialist equipment, packaging, transport, or disposal procedures are needed. The Company may refuse to work on materials that present a contamination risk or require licensed disposal unless such arrangements have been agreed in advance and can be lawfully completed.

Where the service involves the use of cleaning agents, the Company will use products intended for the relevant surfaces and applied in a controlled manner. The Customer should advise of allergies, respiratory conditions, pet sensitivity, or specific product restrictions before work begins. Although care is taken to reduce waste and limit environmental impact, the Company cannot guarantee the complete elimination of all residues where the condition of the carpet or contamination level makes that impossible.

7. Property Access, Safety, and Equipment

The Customer must ensure that the Property is safe for service provision. This includes the presence of working electricity, adequate lighting, and a reasonably secure environment for equipment and personnel. The Company may suspend or postpone work if it considers the premises unsafe, unsanitary, or unsuitable for cleaning. Any time lost due to unsafe conditions may be treated as a cancellation or additional chargeable attendance, depending on the circumstances.

The Customer must keep children and pets away from the working area during cleaning and until the carpet is sufficiently dry or safe to use. The Company may place equipment, hoses, and protective materials in the area required to complete the service, and the Customer accepts that minor disruption is part of the process. The Company will aim to work neatly and carefully, but it is not responsible for pre-existing marks or wear that become visible after cleaning.

Any equipment left at the Property remains the Company’s property. The Customer must not interfere with or attempt to operate the equipment without permission. If any item supplied by the Company is lost, damaged, or stolen due to the Customer’s negligence or failure to supervise access, the Customer may be asked to cover reasonable replacement or repair costs.

8. Complaints, Remedies, and Changes to Terms

If the Customer is dissatisfied with any aspect of the service, they should raise the issue promptly and provide enough detail for the matter to be reviewed. The Company will assess the complaint in good faith and may request images, further information, or access to inspect the affected area. Any remedy will be proportionate to the issue reported and may include a follow-up visit, partial refund, or other practical response where appropriate.

The Company may update these Terms and Conditions from time to time to reflect legal, operational, or administrative changes. The version in force at the time of booking will apply to that service unless a change is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

These terms are designed to protect both the Customer and the service provider by clarifying expectations and reducing uncertainty. They do not affect statutory rights that cannot be waived by contract, including rights under the Consumer Rights Act 2015 and related UK consumer protection legislation.

9. Governing Law and Jurisdiction

This agreement and any dispute or claim arising from it shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim, or matter arising out of or in connection with these Terms and Conditions, unless applicable law requires otherwise.

By proceeding with a booking, the Customer confirms acceptance of these terms and acknowledges that the service will be delivered on the basis set out above. For clarity, these terms form the entire agreement relating to the service unless the Company agrees otherwise in writing. No statement made during an enquiry, quotation, or booking process will override these terms unless expressly confirmed by the Company in writing.