Woodford Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Woodford Carpet Cleaners provides professional carpet, upholstery and related cleaning services to domestic and commercial customers within its UK service area. By booking a service, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual or organisation who requests or receives services from Woodford Carpet Cleaners.
Company, we, us or our means Woodford Carpet Cleaners.
Services means any carpet, rug, upholstery, curtain, mattress, hard floor or related cleaning or treatment service provided by the Company, including stain removal and deodorising treatments.
Premises means the property or location where the Services are to be performed.
Technician means any representative, employee, contractor or agent assigned by the Company to carry out the Services.
2. Scope of Services
2.1 The Company provides professional cleaning and associated services within its defined service area. The exact nature and specification of the Services will be agreed at the time of booking and confirmed in the booking confirmation.
2.2 The Customer is responsible for ensuring that the Services requested are suitable for the type of carpet, upholstery or surface to be treated. The Company may provide guidance but will rely on information supplied by the Customer.
2.3 The Company reserves the right to decline a booking or to withdraw Services at any time where it reasonably believes that the work cannot be performed safely, legally or to an acceptable standard.
3. Booking Process
3.1 Bookings may be made through the Company's accepted communication channels as notified from time to time. By making a booking, the Customer warrants that they are at least 18 years of age and authorised to arrange Services at the Premises.
3.2 At the time of booking, the Customer will be asked to provide details including the Premises address, access information, parking availability, type and approximate size of areas or items to be cleaned, and any known issues such as heavy soiling, stains or pet odours.
3.3 The Company will provide an estimate or quote based on the information supplied. Any estimate given prior to inspection of the Premises is indicative only and may be revised after on-site assessment by the Technician.
3.4 A booking is not confirmed until the Company has issued a booking confirmation and, where required, the Customer has paid any applicable deposit. The booking confirmation will set out the agreed date, time window, scope of work and charges.
3.5 The Customer is responsible for checking the booking confirmation and notifying the Company promptly of any inaccuracies. If the Customer does not raise any queries before the scheduled attendance, the details in the booking confirmation will be deemed accurate and accepted.
4. Access, Parking and Customer Obligations
4.1 The Customer must ensure that the Company and its Technicians have safe, lawful and reasonable access to the Premises at the agreed time. This includes access to electricity, running water and any necessary facilities reasonably required to complete the Services.
4.2 Where parking restrictions apply, the Customer must arrange suitable parking or permits for the Company vehicle. Any parking charges or penalties incurred due to lack of suitable arrangements may be added to the Customer's final invoice.
4.3 The Customer must move fragile items, valuables and small furnishings where reasonably practicable before the Technician arrives, or expressly request assistance and accept that extra time may be charged.
4.4 The Customer must inform the Technician of any known defects, loose fittings, pre-existing damage, special finishes or other relevant conditions affecting carpets, upholstery, flooring or furnishings before work begins. This includes information relating to previous cleaning, stain treatments or repairs.
4.5 Children and pets must be kept away from work areas and equipment during the provision of Services and for any advised drying period afterwards.
5. Pricing and Payment
5.1 Prices are provided either as a fixed quote for a specified scope of work or as an estimate based on the information supplied. All prices are quoted in pounds sterling and are subject to any applicable taxes or charges as notified.
5.2 The Company reserves the right to adjust the price where the actual condition, size or nature of the work differs materially from the information provided at the time of booking. Any such adjustment will be explained to the Customer before work proceeds.
5.3 Unless otherwise agreed, payment is due immediately upon completion of the Services. The Company may require a deposit or full payment in advance for certain bookings, large works or where materials or specialist treatments are required.
5.4 Accepted payment methods will be communicated by the Company and may include cashless methods. The Company does not accept responsibility for cash sent by post or left unattended.
5.5 If the Customer fails to make payment when due, the Company may charge interest on overdue sums at the statutory rate and recover all reasonable costs of debt collection, including legal fees.
6. Cancellations, Rescheduling and Delays
6.1 The Customer may cancel or reschedule a booking by giving notice through the Company's accepted communication channels. Cancellation and rescheduling are subject to the time limits and charges set out in this section.
6.2 If the Customer cancels more than 48 hours before the scheduled appointment time, any deposit paid will normally be refunded or transferred to a new booking, save for any non-refundable costs already incurred by the Company.
6.3 If the Customer cancels within 48 hours of the scheduled appointment, the Company reserves the right to retain any deposit paid and to charge a cancellation fee of up to the full quoted price to cover lost time and allocated resources.
6.4 If the Customer is not present, or reasonable access is not available at the Premises within 30 minutes of the agreed start time, the Company may treat the booking as cancelled by the Customer and apply the relevant cancellation charges.
6.5 The Company will use reasonable endeavours to attend at the agreed time, but appointment times are estimates and may be affected by factors outside the Company's control, including traffic conditions and earlier jobs running over time. Where there is a significant delay, the Company will inform the Customer as soon as reasonably practicable and offer a revised time or rescheduled appointment.
6.6 If the Company must cancel or reschedule due to equipment failure, staff illness, safety concerns or other operational reasons, the Company will offer an alternative appointment at the earliest reasonable opportunity. In such circumstances, the Company will not be liable for any indirect or consequential loss arising from the cancellation.
7. Cleaning Process, Stain Removal and Results
7.1 The Company will carry out the Services using reasonable skill and care and in accordance with generally accepted industry practices. The cleaning methods and products used will be selected by the Technician based on professional judgement and information supplied by the Customer.
7.2 While the Company will use its best efforts to improve the appearance and hygiene of carpets and upholstery, no guarantee can be given that all stains, marks, odours or defects will be removed. Results will depend on factors such as fibre type, age and cause of staining, previous cleaning attempts and general condition.
7.3 Some stains, particularly those caused by dyes, inks, bleaches, pet urine or permanent damage, may be impossible to remove completely. In some cases, the Technician may recommend alternative treatments or advise against further attempts where there is a risk of damage.
7.4 The Customer accepts that certain issues, including wear, fading, pile shading or pre-existing damage, cannot be corrected by cleaning. The Company is not responsible for any condition that cannot be remedied by cleaning or for differences between anticipated and actual results where reasonable care and skill have been exercised.
7.5 Following cleaning, carpets and fabrics may remain slightly damp for a period. The Customer must follow any instructions given by the Technician regarding ventilation, heating, use of the areas and placement of furniture during the drying process. The Company is not liable for damage arising from failure to follow such instructions.
8. Customer Property and Risk
8.1 The Customer is responsible for securing valuables, cash, jewellery and other personal items before the Services begin. The Company accepts no liability for loss of or damage to items not directly involved in the cleaning process, unless caused by the proven negligence of the Technician.
8.2 While reasonable care will be taken, the Customer acknowledges that moving heavy furniture or items at the Premises carries some risk of damage to floors, fixtures or the items themselves. The Customer should move such items in advance where practicable or accept the associated risks.
8.3 The Company shall not be liable for any discolouration, shrinkage, distortion, seam splitting, loose backing or other adverse effect that arises due to inherent weaknesses, improper installation, previous damage or manufacturer defects in carpets or upholstery.
9. Liability and Limitations
9.1 Nothing in these Terms and Conditions limits or excludes the Company's liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation or any other liability which cannot be limited or excluded under applicable law.
9.2 Subject to clause 9.1, the Company's total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed the total price paid or payable for the specific Services giving rise to the claim.
9.3 The Company shall not be liable for any indirect, consequential or economic losses, including loss of profit, business interruption, loss of opportunity or loss of enjoyment, even if such losses were foreseeable.
9.4 The Customer must inspect the areas and items cleaned as soon as reasonably possible after completion and, in any event, within 24 hours. Any concerns or complaints must be raised with the Company within this period to allow investigation and, where appropriate, remedial action.
9.5 If the Customer fails to notify the Company of an issue within 24 hours of completion, the Services will be deemed to have been performed to an acceptable standard, and the Company may decline to consider any later complaint except where required by law.
10. Waste Handling and Environmental Responsibilities
10.1 The Company will handle and dispose of waste generated during the provision of Services in accordance with applicable UK waste management and environmental regulations.
10.2 Standard household residues from cleaning, such as dust and general soiling collected during vacuuming or filtration, will normally be removed by the Company as part of the service, unless otherwise agreed.
10.3 The Customer is responsible for the lawful disposal of any bulky items, furniture, underlay, fixtures or other materials that they request to be removed prior to cleaning, unless a separate arrangement has been made for the Company to provide a removal or waste service.
10.4 Where specialist or potentially hazardous residues are identified, including but not limited to biological contamination or unknown substances, the Technician may suspend work and advise the Customer to arrange appropriate specialist cleaning or disposal. The Company is not obliged to handle or remove waste that falls outside its usual scope of work or regulatory permissions.
10.5 The Customer agrees not to request or require the Company to dispose of waste in any manner that would contravene local authority rules, environmental regulations or the Company's own policies.
11. Insurance
11.1 The Company maintains appropriate insurance cover in respect of its business activities and the Services it provides. Details of insurance cover can be made available to the Customer on reasonable request.
11.2 Insurance coverage is subject to the terms, conditions and exclusions of the respective policy. The Customer acknowledges that not all types of damage or loss are insurable and that the limitations set out in these Terms and Conditions apply in addition to any limitations imposed by the insurer.
12. Privacy and Data Protection
12.1 The Company collects and processes personal information about Customers in order to provide and administer the Services, manage bookings, issue invoices and communicate regarding appointments.
12.2 Personal data will be handled in accordance with applicable UK data protection law. The Company will take reasonable steps to keep Customer information secure and to prevent unauthorised access or disclosure.
12.3 The Customer has the right to request access to the personal information held about them and to request correction of any inaccuracies. Any such requests should be made through the Company's usual communication channels.
13. Complaints and Dispute Resolution
13.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied, they should contact the Company as soon as possible, providing details of the issue and any supporting information.
13.2 The Company will investigate complaints in a fair and timely manner and may request further information or photographs where appropriate. Where a complaint is upheld, the Company may, at its discretion, offer a partial re-clean, a price reduction or other appropriate remedy.
13.3 If a dispute cannot be resolved directly between the Company and the Customer, either party may seek legal advice or alternative dispute resolution as permitted by law.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, operational practices or service offerings.
14.2 The version in force at the time of the Customer's booking will normally apply to that booking. A copy of the current Terms and Conditions will be made available on request.
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 provided, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed deleted, but the remaining provisions will continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy.
16.3 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 and obligations where necessary to provide the Services, provided that this does not reduce the level of service to the Customer.
16.4 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior representations, understandings or agreements, whether oral or written, relating to the same subject matter.
