Twickenham Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Twickenham Carpet Cleaning provides carpet, upholstery and related 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:

Customer means the individual, business, or organisation booking the services of Twickenham Carpet Cleaning.

Company, we, us, or our means Twickenham Carpet Cleaning.

Services means any carpet, rug, upholstery, or other cleaning services, and any related work, provided by the Company.

Premises means the property, building, or location where the Services are to be carried out.

Terms means these Terms and Conditions as amended from time to time.

2. Scope of Services

Twickenham Carpet Cleaning provides professional carpet, rug, upholstery and related cleaning services within its service area. The exact scope of the Services for each booking will be as agreed with the Customer at the time of booking and confirmed in the booking confirmation.

Any descriptions of Services, including on our website or in quotes, are for guidance only. The exact method, products used, and duration of the Services may vary depending on the condition of the items to be cleaned, access to the Premises, and any specific requirements or constraints identified during the visit.

3. Booking Process

Bookings may be requested by the Customer by phone, online form, or any other method the Company makes available from time to time. All bookings are subject to availability and acceptance by the Company.

When requesting a booking, the Customer must provide accurate and complete information about the Premises, the items to be cleaned, the type of service required, and any known risks or access restrictions. The Customer is responsible for ensuring that all information provided is correct.

The Company will provide an estimate or quote for the requested Services based on the information supplied by the Customer. This estimate may be provided verbally or in writing. The booking is not confirmed until the Company has accepted the booking and communicated confirmation to the Customer.

The Company reserves the right to refuse or cancel any booking where the Services cannot be safely or reasonably carried out, or where there is evidence of abusive behaviour, unreasonable demands, or other circumstances the Company considers inappropriate.

4. Access to the Premises

The Customer is responsible for providing safe, reasonable, and timely access to the Premises at the agreed appointment time. This includes arranging parking where reasonably possible and ensuring that any necessary permissions or security arrangements are in place.

If access is not available at the agreed time, or if access is significantly delayed due to circumstances within the control of the Customer, the Company may charge a call-out fee or treat the booking as cancelled by the Customer and apply the applicable cancellation charges.

The Customer must ensure that the Premises are in a suitable condition for the Services to be carried out, including the removal of fragile items, valuables, and any obstacles that may present a risk to our operatives or hinder the performance of the Services.

5. Customer Responsibilities

The Customer must inform the Company in advance of any known defects, damage, or issues with carpets, flooring, upholstery, or fixtures that may affect the Services, including pre-existing stains, loose fittings, water damage, or colour instability.

The Customer is responsible for securing valuable, delicate, or easily damaged items before the commencement of the Services. The Company will not be liable for items left unsecured or in areas where cleaning is being undertaken.

Children and pets must be kept away from the working area during the provision of the Services for their safety and to allow the Services to be carried out effectively.

6. Pricing and Estimates

Prices for the Services are generally provided as estimates based on the information given by the Customer. The final price may vary if the actual work required differs significantly from the description originally provided, for example if the area is larger than stated, the level of soiling is greater, or additional work is requested on site.

Where possible, any change to the price will be discussed with the Customer before additional work is undertaken. If the Customer does not agree to the revised price, the Company may, at its discretion, either proceed only with the originally agreed scope of work where feasible or cancel the Services and apply any appropriate call-out or cancellation charges.

All prices are quoted in pounds sterling and may be subject to applicable taxes where required by law. The Company reserves the right to revise its prices from time to time.

7. Payment Terms

Unless otherwise agreed in writing, payment is due immediately on completion of the Services. The Company may accept payment by cash, card, bank transfer, or other methods as notified to the Customer from time to time.

For certain bookings, including larger commercial work or repeat contracts, the Company may require a deposit or full prepayment before the Services are carried out. Any such requirement will be communicated to the Customer at the time of booking.

Where an invoice is issued, payment must be made by the due date stated on the invoice. If no date is specified, payment is due within seven days of the invoice date. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK law.

8. Cancellations and Rescheduling

The Customer may cancel or request to reschedule a booking by giving reasonable notice to the Company. The following cancellation terms apply unless otherwise agreed in writing:

If more than 48 hours notice is given before the scheduled appointment time, no cancellation fee will normally be charged.

If between 24 and 48 hours notice is given, the Company may charge up to 50 percent of the quoted price to cover lost time and administration costs.

If less than 24 hours notice is given, or if the Customer fails to provide access at the appointment time, the Company may charge up to 100 percent of the quoted price.

The Company may, at its discretion, allow rescheduling without additional charges where possible, particularly where the Customer has given as much notice as reasonably practicable. Any such flexibility is a goodwill gesture and does not affect the Companys right to apply the cancellation charges described above.

The Company reserves the right to cancel or reschedule a booking due to events beyond its reasonable control, including but not limited to severe weather, illness, vehicle breakdown, or access issues. In such cases, the Company will seek to rearrange the appointment as soon as reasonably possible. The Company will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

9. Quality of Service and Complaints

The Company aims to provide Services to a professional standard using appropriate equipment, materials, and techniques. However, due to the nature of cleaning work, no guarantee can be given that all stains, marks, or odours will be removed, or that the original appearance of an item will be fully restored.

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, and in any event within 48 hours of completion of the work. The Company may, at its discretion, arrange a revisit to inspect the work and, where appropriate, attempt to address the issue.

The Companys liability in respect of any such issues will be limited in accordance with the limitations and exclusions of liability set out in these Terms.

10. Damage and Liability

The Company will exercise reasonable care and skill in the provision of the Services. However, the Customer acknowledges that there are inherent risks with certain types of cleaning, particularly where items are old, worn, or previously damaged, or where dyes and materials are unstable.

The Customer must inform the Company of any known risks or sensitivities, including colour-fastness issues, shrinkage history, or manufacturer cleaning guidance. In the absence of such information, the Company will proceed using methods it considers appropriate, and will not be liable for damage caused by pre-existing weaknesses or defects.

The Companys total liability for any loss or damage arising out of or in connection with the provision of the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of repairing the damage or the total price paid or payable by the Customer for the specific Services giving rise to the claim.

The Company shall not be liable for any indirect, special, or consequential loss, including loss of profit, loss of business, loss of use, or loss of opportunity.

Nothing in these Terms shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot be excluded or limited under applicable UK law.

11. Waste Handling and Environmental Regulations

The Company will handle and dispose of waste generated as part of the Services in accordance with applicable UK waste management and environmental regulations. This may include the disposal of used cleaning solutions, contaminated water, and limited quantities of solid waste arising from the cleaning process.

The Services do not include the removal or disposal of large volumes of general household or commercial waste, building rubble, hazardous materials, or any waste types subject to special licensing, unless specifically agreed in writing prior to the booking and subject to additional charges.

The Customer must not request the Company to dispose of any items or materials in a way that would breach applicable laws or regulations. If the Company reasonably believes that any requested disposal would be unlawful or unsafe, it will refuse to carry out that part of the request.

The Customer remains responsible for any waste present at the Premises prior to the commencement of the Services and for the lawful disposal of any waste not generated by the Company during the provision of the Services.

12. Health and Safety

The Company will take reasonable steps to comply with applicable health and safety legislation while carrying out the Services. Our operatives are instructed to refuse any work that they believe presents an unacceptable risk to health or safety.

The Customer must inform the Company of any hazards at the Premises, including but not limited to loose flooring, exposed wiring, damp or mould issues, and the presence of hazardous substances. The Customer must also ensure that the working area is adequately lit and ventilated.

Cleaning products should not be touched or interfered with by the Customer, children, or pets during and immediately after the cleaning process. The Customer should follow any instructions or warnings given by the Company regarding safe re-entry and use of cleaned areas.

13. Insurance

The Company maintains appropriate insurance cover in respect of its cleaning activities as required by applicable UK law and industry practice. Details of insurance can be provided to the Customer on reasonable request.

Insurance cover is subject to the terms, conditions, and exclusions of the relevant policy. Any claim made by the Customer may be subject to the insurers approval, and the Customer agrees to cooperate with any reasonable requests for information required in connection with an insurance claim.

14. Data Protection and Privacy

The Company will collect and process personal data provided by the Customer for the purpose of managing bookings, providing Services, processing payments, and handling enquiries or complaints. Personal data will be handled in accordance with applicable UK data protection law.

The Company will take reasonable steps to keep personal data secure and will not sell personal data to third parties. Personal data may be shared with third-party service providers where necessary for the performance of the Services or where required by law.

15. Amendments to These Terms

The Company may amend these Terms from time to time, for example to reflect changes in law, industry practice, or the way the Company operates. The updated Terms will take effect from the date they are published or otherwise communicated to the Customer.

The Terms in force at the time of the Customers booking will apply to that booking, unless a change is required by law or the parties agree otherwise.

16. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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 or the Services, whether in contract, tort, or otherwise.

17. General Provisions

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms shall operate as a waiver of that or any other right or remedy.

These Terms, together with any specific written agreement or booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings or agreements, whether oral or written.