Watford Carpet Cleaning Terms and Conditions
These Terms and Conditions set out the basis on which Watford Carpet Cleaning provides cleaning services to residential and commercial customers. By booking or accepting any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, company, or organisation requesting or receiving cleaning services.
Company means Watford Carpet Cleaning, providing cleaning services to the Customer.
Services means any carpet, upholstery, rug, hard floor, end of tenancy, or related cleaning services provided by the Company.
Premises means the property or location where the Services are to be performed.
Technician means an employee, contractor, or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning, and related treatments. The specific scope of work for each booking will be confirmed at the time of booking based on the information provided by the Customer.
Any descriptions of Services, methods, time estimates, or results are provided for guidance only and do not constitute a guarantee, as outcomes can vary depending on the condition, age, fibre type, and previous treatment of carpets and furnishings.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s chosen communication channels as advertised from time to time.
3.2 At the time of booking, the Customer must provide accurate information about the Premises and the items requiring cleaning, including approximate room sizes, number of items, access details, and any particular concerns such as stains, damage, or odours.
3.3 The Company reserves the right to amend or refuse a booking if the information provided is incomplete, inaccurate, or misleading, or if the Premises are not suitable for safe and effective delivery of the Services.
3.4 Any quote provided before on-site inspection is an estimate only, based on the information provided by the Customer. The final price may be adjusted at the Premises if the actual work differs from the description originally supplied.
3.5 A booking is not confirmed until the Customer has received explicit confirmation from the Company. The Company may, at its discretion, request a deposit or prepayment as a condition of confirming the booking.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Technician has safe, unobstructed access to the Premises at the agreed date and time, including access to parking close to the Premises where reasonably possible.
4.2 The Customer must ensure that electricity, water, and adequate lighting are available at the Premises for the duration of the Services. Failure to provide these may result in cancellation or rescheduling, and a call-out or cancellation fee may be charged.
4.3 The Customer is responsible for moving small and fragile items, valuables, and personal belongings before the Technician arrives. Larger furniture will only be moved where reasonably practicable and safe for the Technician and the items involved.
4.4 The Customer must inform the Company in advance of any known defects, damage, loose fittings, or risks associated with carpets, rugs, upholstery, or flooring, including pre-existing stains, shrinkage, fraying, colour fading, or previous cleaning treatments.
5. Prices and Payment
5.1 All prices are provided in pounds sterling and, unless otherwise stated, are inclusive of applicable taxes.
5.2 The price for the Services will be confirmed by the Company at the time of booking or upon arrival at the Premises following inspection. If the Customer does not agree to any revised price based on the actual work required, the Company reserves the right to cancel the booking and may charge a reasonable call-out fee.
5.3 Payment is due on completion of the Services, unless otherwise agreed in writing prior to the date of service. For certain bookings, the Company may require full or partial prepayment or a deposit.
5.4 The Company accepts payment by methods notified to the Customer at or before the time of booking. The Customer must ensure that funds are available and payment can be made promptly upon completion.
5.5 In the case of commercial Customers, the Company may agree a specific invoicing and payment schedule. Payment terms for invoices will be stated on the invoice. If no terms are specified, payment is due within 14 days of the invoice date.
5.6 The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts, in accordance with applicable law.
6. Deposits and Late Payment
6.1 The Company may request a non-refundable deposit for certain types of Services, larger bookings, or at busy times. The Customer will be notified of any deposit requirement before confirmation of the booking.
6.2 Any deposit paid will be deducted from the total amount due, provided the Customer does not cancel the booking in breach of these Terms and Conditions.
6.3 If the Customer fails to pay any sum due to the Company on the due date, the Company may suspend further Services, withhold reports or receipts, and charge interest on the overdue sum until full payment is received.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or request to reschedule a booking by giving the Company reasonable prior notice. Specific notice periods or fees may be notified to the Customer at the time of booking.
7.2 As a general guideline, if the Customer cancels with less than 24 hours notice, the Company reserves the right to charge up to the full quoted price or retain any deposit paid to cover costs and lost opportunities.
7.3 If the Customer is not present at the Premises at the agreed time, or if the Technician is unable to gain access, the Company may treat this as a late cancellation and charge a reasonable fee or the full service price.
7.4 The Company reserves the right to cancel or reschedule a booking at any time due to reasons including, but not limited to, unsafe conditions, severe weather, staff illness, equipment failure, or other circumstances beyond its reasonable control. In such cases, any deposit or prepayment will be refunded or transferred to a new appointment, as agreed with the Customer.
8. Service Standards and Limitations
8.1 The Company will carry out the Services with reasonable care and skill, using methods and products appropriate to the items and surfaces being cleaned, based on the information and access provided by the Customer.
8.2 The Customer acknowledges that certain stains, odours, wear, damage, and discolouration may be permanent, and that the Company cannot guarantee complete removal or restoration. The Technician will exercise judgement in selecting appropriate treatments but may decide that some procedures are not suitable or advisable.
8.3 Drying times for carpets and upholstery will vary depending on materials, ambient temperature, ventilation, and the extent of cleaning. Any drying time given is an estimate only.
8.4 The Customer must follow any aftercare instructions provided by the Technician, including guidance on ventilation, re-entry times, and use of the cleaned areas. The Company will not be liable for issues arising where aftercare instructions are not followed.
9. Health, Safety, and Waste Regulations
9.1 The Company will take reasonable steps to ensure that its cleaning methods and products are used safely and in accordance with applicable health and safety legislation.
9.2 The Customer must inform the Company in advance of any health concerns, sensitivities, or allergies that may be relevant to the use of cleaning products in the Premises.
9.3 The Company will manage and dispose of its own cleaning-related waste, including used solutions and materials, in compliance with relevant waste disposal regulations.
9.4 The Company is not responsible for disposing of general household or commercial waste belonging to the Customer, which must be managed through appropriate local waste and recycling services.
10. Damage, Liability, and Exclusions
10.1 The Company holds appropriate insurance cover for its operations and will, subject to the terms of that insurance, consider claims for damage clearly and directly caused by its negligence while performing the Services.
10.2 The Customer must report any alleged damage or issue arising from the Services in writing as soon as reasonably possible and, in any event, within 48 hours of completion of the work. The Company must be given a reasonable opportunity to inspect and, where appropriate, remedy the issue.
10.3 The Company will not be liable for any damage or deterioration that arises from pre-existing defects, wear and tear, incorrect fibre identification, loose fittings, inferior dyeing, latent faults, or previous treatments carried out by third parties.
10.4 The Company will not be responsible for shrinkage, colour run, or texture changes where the Technician has used reasonable care and skill and followed industry-accepted methods, particularly where items do not carry suitable care labels or the Customer has failed to disclose relevant information.
10.5 The Company will not be liable for any loss of profits, loss of business, loss of contracts, or any indirect or consequential loss. The Company’s total liability in respect of any claim arising out of or in connection with the Services shall not exceed the total price paid or payable by the Customer for the specific Services in question.
10.6 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as possible, providing details and, where practical, photographs of the issue.
11.2 The Company will investigate complaints reasonably and may request access to the Premises to inspect the work. If the complaint is upheld, the Company may, at its discretion, offer to re-clean the affected areas, provide a partial refund, or take other appropriate remedial action.
11.3 The Customer agrees to give the Company a reasonable opportunity to rectify any issues before arranging alternative services or seeking other remedies.
12. Property, Security, and Personal Items
12.1 The Customer is responsible for securing valuables, money, and personal items before the Technician arrives. The Company does not accept liability for loss of cash, jewellery, or other valuables unless such loss is directly and clearly caused by the negligence or misconduct of the Technician.
12.2 The Technician may, where necessary, take photographs before and after the Services for quality control, record-keeping, and, if required, insurance purposes. Any such images will focus on the work areas and not on personal or sensitive items.
13. Force Majeure
13.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, flooding, fire, industrial disputes, power outages, or public transport disruption.
14. Privacy and Data Protection
14.1 The Company will collect and use personal information provided by the Customer for the purposes of managing bookings, delivering Services, processing payments, and handling queries or complaints.
14.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose such data to third parties except where necessary for the provision of Services, compliance with legal obligations, or with the Customer’s consent.
15. Amendments to Terms and Conditions
15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.
15.2 A copy of the current Terms and Conditions will be made available on request.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 their subject matter.
By booking Services with Watford Carpet Cleaning, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.
