Willesden Carpet Cleaners – Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Willesden Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms are intended to create a clear and fair arrangement for both parties, covering the booking process, pricing, payments, cancellations, liability, waste handling, and applicable law.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Willesden carpet cleaners. References to “you” and “your” mean the customer, client, or any person requesting services on behalf of a property owner, tenant, managing agent, or business. These terms apply to all standard carpet cleaning and related fabric care services unless a separate written agreement states otherwise.

We aim to provide a professional carpet cleaning service that is suitable for the condition of the materials and the property, while remaining transparent about what is and is not included. Any quotation, estimate, or booking confirmation should be read together with these terms. If there is any conflict between a written service agreement and these terms, the written service agreement will apply only to the extent of that inconsistency.

Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the requested appointment. A booking may be made by telephone, email, online enquiry, or any other method we make available from time to time. When you request a booking, you must provide accurate information about the property, access arrangements, the areas to be cleaned, the type of flooring or fabric, and any known stains, damage, or special treatment requirements. Accurate information helps us assess whether the service is appropriate and allows us to allocate the correct equipment, products, and time.

We may give an estimate or a fixed quotation based on the information supplied. Any quote is based on the details available at the time and may change if the actual site conditions differ from the information provided. For example, additional charges may apply if rooms are larger than stated, access is difficult, heavy staining requires extra treatment, or the premises contain items that were not disclosed in advance. We reserve the right to revise our pricing if the scope of work changes before or during the appointment.

It is your responsibility to ensure that the property is ready for the scheduled visit. This includes making sure there is reasonable access to the areas to be cleaned, moving fragile or valuable items where needed, and informing us of any parking restrictions, entry codes, or security procedures. If we are unable to carry out the work because access has not been arranged or the property is not ready, a call-out fee or wasted visit charge may apply. We may also reschedule the appointment at our discretion if the conditions are unsuitable for safe or effective cleaning.

Services, Materials, and Customer Responsibilities

Our carpet cleaning services may include pre-inspection, stain assessment, vacuum preparation, treatment selection, cleaning, and drying advice. We use methods that are chosen based on the fibres, backing, wear level, and condition of the carpet or fabric. While we aim to deliver a high standard of cleaning, results will vary depending on age, usage, previous maintenance, fibre type, and any pre-existing damage. Older stains, traffic wear, dye loss, and permanent marks may not be fully removable.

You must tell us about any pre-existing damage, loose seams, colour instability, water sensitivity, underlay issues, or prior cleaning attempts that may affect the outcome. If you fail to provide important information, we will not be responsible for limitations or deterioration caused by the undisclosed condition. We may refuse to clean items that appear unsafe, unstable, contaminated beyond normal cleaning parameters, or unsuitable for the selected method. In some cases, we may recommend a different service or decline the work entirely if the risk of damage is too high.

Where furniture has to be moved, you are responsible for removing delicate items, valuables, and contents from cabinets, shelves, and surfaces before the appointment begins. Unless otherwise agreed in writing, we do not disconnect appliances, lift excessively heavy furniture, or move items that may cause injury or damage. If you ask us to move furniture, we will do so only if it is reasonably safe and if the item is suitable for movement without specialist equipment. We may refuse to move certain items, including pianos, antique furniture, glass items, wall-mounted fixtures, or anything that is too heavy or unstable.

Payments and Pricing

Unless otherwise stated in a written quotation, payment is due on completion of the service on the day of attendance. We accept payment methods that are communicated at the time of booking or before the appointment. If a deposit is required, this will be explained in advance and may be used to secure time, labour, and equipment. Deposits are normally non-refundable except where cancellation rights under these terms or applicable law require otherwise.

All prices are stated in pounds sterling and may be subject to VAT where applicable. Any prices displayed, quoted, or estimated are based on the information provided by you and may be revised if the actual work differs from the original description. If additional work is agreed during the appointment, the extra charges will be added to the final invoice. By agreeing to proceed with the service, you accept that the final amount may differ from the initial estimate where the scope has changed.

If payment is not received when due, we reserve the right to charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend future services, withhold any optional follow-up visits, or refer unpaid balances for recovery action. Any bank charges, card chargeback fees, or third-party collection fees incurred because of a failed or reversed payment may be added to the outstanding amount if lawful to do so.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is confirmed in writing, cancellations made at short notice may result in a fee to cover administrative time, reserved labour, and transport costs. If you cancel after we have already attended the property, a wasted visit charge may apply. If we arrive and cannot complete the work because access is denied, the site is unsafe, or the property has not been prepared as required, the appointment may be treated as a late cancellation.

We may also need to cancel or reschedule due to circumstances outside our control, including severe weather, vehicle breakdown, illness, staff unavailability, equipment failure, or issues at the property that make it unsafe to proceed. If we do this, we will try to offer an alternative appointment as soon as reasonably practicable. We will not be liable for indirect losses caused by a change in schedule, provided we have acted reasonably and have not breached any non-excludable legal duty.

If you do not attend the appointment, fail to provide access, or are not available to authorise the work, we may charge a missed appointment fee. We recommend that you provide accurate contact details and ensure that someone authorised to approve the service is available at the scheduled time. If an appointment is delayed because of events beyond our reasonable control, we will use reasonable efforts to inform you and to complete the service within a revised time frame.

Liability and Service Limitations

We take reasonable care and skill in providing our services, but carpet and upholstery cleaning carries inherent risks, especially where materials are old, fragile, stained, or previously treated with unsuitable products. We are not responsible for pre-existing defects, hidden damage, weakened fibres, seam failure, shrinkage caused by the material itself, colour loss due to instability, or deterioration arising from age and wear. You acknowledge that certain marks may become more visible after cleaning if surrounding soiling is removed.

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Subject to that, our total liability for any claim arising out of the services will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses.

If you believe damage has occurred, you must notify us within a reasonable time and allow us the opportunity to inspect the issue before any repair or replacement is arranged. You must not dispose of damaged items, make permanent alterations, or instruct third parties to repair the issue before we have had a fair chance to review it, unless doing so is necessary to prevent further damage or meet legal obligations. Any claim must be supported by clear information and, where relevant, photographs or other evidence.

Waste Regulations and Environmental Compliance

We are committed to handling waste in a lawful and responsible way in line with applicable UK waste regulations, environmental rules, and duty of care requirements. Any waste generated during the service, including used cleaning solution, recovered debris, disposable cloths, packaging, or contaminated materials, will be managed in accordance with our internal procedures and any legal obligations that apply to the type of waste involved. We will not knowingly dispose of waste in a manner that would breach environmental law.

You must inform us if the premises contain hazardous materials, biohazards, excessive contamination, asbestos-related concerns, or any substance that requires specialist handling. We do not normally provide hazardous waste removal as part of a standard carpet cleaning service. If such waste is discovered during the job, we may stop work immediately and request that the issue be dealt with by the appropriate specialist contractor. Any additional costs caused by undisclosed hazardous conditions may be charged to you where lawful.

Where wastewater or residue must be removed from the site, we will do so using methods intended to reduce environmental impact and comply with relevant disposal requirements. You agree not to ask us to dispose of materials unlawfully or to place us in breach of environmental legislation. If your premises have any site-specific environmental procedures, you must tell us before the appointment so we can determine whether they are compatible with the service.

Complaints, Variations, and General Provisions

We welcome the opportunity to address genuine concerns promptly and fairly. If you are unhappy with any aspect of the service, you should inform us as soon as reasonably possible so that we can review the matter. A complaint does not automatically mean that a refund or re-clean will be provided, but we will consider the facts carefully. Where appropriate, we may offer a revisit, partial adjustment, or other reasonable remedy at our discretion and in line with your legal rights.

We may update these terms from time to time to reflect changes in law, business practices, or service structure. The version in force at the time of your booking will normally apply to that booking unless a legal change requires a different approach. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No waiver of any term will be effective unless made in writing by us.

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. By proceeding with a booking for carpet cleaners in Willesden, you confirm that you understand the scope of the service, the commercial conditions, and the responsibilities that apply to both parties.