Waterloo Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of carpet, rug, upholstery and related cleaning services by Waterloo Carpet Cleaners. By booking a 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:
Client means the individual or business requesting or receiving services from Waterloo Carpet Cleaners.
Company means Waterloo Carpet Cleaners, the provider of the cleaning services.
Services means the carpet, rug, upholstery, and related cleaning and treatment services offered by the Company.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Client and the Company, comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides professional carpet, rug, upholstery and related cleaning services within its designated service area in the United Kingdom. The exact nature of the Services to be provided will be agreed at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to decline to provide Services where the Premises are unsafe, inaccessible, or otherwise unsuitable for work to be carried out, or where conditions fall outside reasonable expectations for professional cleaning work.
All Services are provided for standard domestic or commercial use only, unless explicitly agreed otherwise in writing.
3. Booking Process
3.1 Booking Requests
Bookings may be requested via the Company’s accepted communication channels. The Client must provide accurate and complete information, including the Premises address, type and approximate size of areas or items to be cleaned, access details, and any known issues such as stains, pet damage, or delicate materials.
3.2 Booking Confirmation
A booking is only confirmed when the Company has accepted the request and provided a confirmation specifying the date, approximate time slot, services to be carried out, and applicable charges or rates. Provisional dates or discussions do not constitute a confirmed booking.
3.3 Changes to Bookings
Any request by the Client to change the date, time, or scope of the Services is subject to availability and must be agreed by the Company. The Company reserves the right to apply additional charges where the scope of work is significantly altered, or where rescheduling is requested at short notice.
4. Access to Premises
The Client is responsible for ensuring safe and reasonable access to the Premises at the agreed time. This includes the provision of keys, access codes, parking arrangements where necessary, and ensuring that the areas to be cleaned are accessible and reasonably clear of obstacles.
If the Company’s operatives are unable to gain access or if access is unduly delayed due to circumstances within the Client’s control, the Company may treat this as a late cancellation and apply the relevant charges as set out in the cancellation section below.
5. Client Responsibilities
The Client is responsible for:
Ensuring that any fragile or valuable items are removed from the areas to be cleaned or adequately protected.
Informing the Company of any special requirements, delicate fabrics, pre-existing damage, or manufacturer’s care instructions in relation to carpets, rugs, upholstery, or other items.
Notifying the Company of any health and safety risks at the Premises, including but not limited to hazardous materials, loose floor coverings, or restricted access.
Ensuring that electricity and water supplies are available at the Premises where required for the Services.
6. Pricing and Estimates
6.1 Estimates
Any prices or estimates provided prior to an on-site inspection are indicative only and are based on the information supplied by the Client. The Company reserves the right to revise the price if the actual condition, size, or nature of the work differs from that originally described.
6.2 Final Price
The final price will be confirmed before Services commence wherever reasonably possible. Additional work requested on the day or required due to unforeseen circumstances may incur extra charges, which will be discussed with the Client before proceeding.
6.3 Price Changes
The Company reserves the right to adjust its prices from time to time. Any price changes will not affect confirmed bookings already accepted by the Company, unless the scope of work has been altered by the Client.
7. Payments
7.1 Payment Terms
Payment is due in accordance with the terms communicated at the time of booking. Unless otherwise agreed, payment is due on completion of the Services. For certain bookings, including commercial contracts or large-scale work, a deposit or advance payment may be required.
7.2 Accepted Payment Methods
The Company will inform the Client of the accepted payment methods at the time of booking. The Client is responsible for ensuring that payment can be made in full using one of the accepted methods.
7.3 Overdue Payments
If payment is not received in full by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in pursuing late payments, including administrative and legal expenses.
8. Cancellations and Rescheduling
8.1 Client Cancellations
If the Client wishes to cancel or reschedule a booking, the Client must notify the Company as soon as reasonably possible. Cancellations made with sufficient notice may be accepted without charge, in line with the Company’s current cancellation policy communicated at booking.
8.2 Late Cancellations and No-Show
The Company reserves the right to charge a cancellation fee where the Client cancels or attempts to reschedule at short notice, or where the Company’s operatives are unable to carry out the Services due to lack of access or other circumstances within the Client’s control. Such charges are intended to cover lost time and costs incurred.
8.3 Company Cancellations
In the unlikely event that the Company needs to cancel or significantly reschedule a booking, the Client will be notified as soon as reasonably practicable. The Company will offer an alternative appointment. The Company will not be liable for any indirect or consequential loss arising from such cancellation.
9. Service Standards and Limitations
The Company will exercise reasonable skill and care in providing the Services, in line with industry standards for professional carpet and upholstery cleaning within the service area.
However, the Client acknowledges that:
Stain removal cannot be guaranteed, particularly for old, set-in, or unknown stains.
Certain fabrics, materials, or backing types may react unpredictably to cleaning processes despite reasonable care.
Pre-existing wear, fading, damage, odours, or discolouration may become more visible after cleaning.
Any estimated drying times are approximate and may vary depending on ventilation, temperature, humidity, and material type.
10. Damage and Liability
10.1 Inspection and Reporting
The Client is invited to inspect the work upon completion wherever possible. Any concerns regarding the standard of the Services or potential damage must be reported to the Company promptly, and in any event within a reasonable period after completion.
10.2 Company Liability
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, or for any other liability that cannot be limited or excluded under applicable law.
Subject to the above, the Company’s liability for loss or damage arising out of or in connection with the Services shall be limited, at the Company’s discretion, to one of the following:
Re-cleaning the affected area or item at no additional charge.
Providing a fair and reasonable refund or reduction in the service price.
The Company shall not be liable for:
Any damage that results from undisclosed defects, weaknesses, or pre-existing conditions in carpets, rugs, upholstery, or other materials, including wear, loose seams, or colour instability.
Any indirect, consequential, or economic loss, including loss of profits, loss of business, or loss of use.
Any damage or loss arising from the Client’s failure to follow aftercare instructions or to provide accurate information about the items to be cleaned.
11. Waste Handling and Regulations
The Company will handle any waste generated in the course of providing the Services in accordance with applicable UK waste management and environmental regulations.
The Client is responsible for ensuring that any waste or items to be removed are lawfully presented and do not include hazardous or prohibited materials unless expressly agreed and arranged in advance. The Company reserves the right to refuse to handle or remove materials that it reasonably believes to be hazardous, unlawful, or outside the scope of the agreed Services.
Where the Services involve the use of cleaning solutions and treatments, the Company will use them in accordance with manufacturer guidance and good industry practice, with due regard to safety and environmental considerations.
12. Health and Safety
The Company will take reasonable steps to ensure that all work is carried out safely and in compliance with applicable health and safety legislation. The Client agrees to co-operate with any reasonable requests made by the Company in the interests of health and safety, such as keeping pets and children away from equipment and wet areas during and immediately after cleaning.
13. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, the Client should contact the Company as soon as possible, providing details of the issue and, where applicable, photographs of the affected area or item. The Company will investigate the complaint and, where appropriate, offer a reasonable remedy in accordance with these Terms and Conditions.
The Client agrees to allow the Company a reasonable opportunity to inspect and, where feasible, rectify any issue before seeking an external remedy.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, accidents, or utility failures.
15. Use of Personal Data
The Company will collect and process personal data provided by the Client in connection with the booking and provision of Services. Such data will be handled in accordance with applicable data protection laws and used for legitimate business purposes, including administration of bookings, provision of Services, and customer service.
16. Amendments to Terms and Conditions
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 booking will apply to the Services agreed in that booking, unless a later version is expressly agreed with the Client.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter 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 and Conditions or their subject matter.
18. Entire Agreement
These Terms and Conditions, together with the confirmed booking details, constitute the entire agreement between the Client and the Company in relation to the Services. No other terms, whether oral or written, shall form part of this Agreement unless expressly agreed in writing by the Company.
By proceeding with a booking and allowing the Services to be carried out, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.