Whitton Carpet Cleaners Terms and Conditions

These Terms and Conditions apply to all carpet cleaning and related domestic or commercial cleaning services provided by Whitton Carpet Cleaners. By making a booking, the customer agrees to be bound by the terms set out below. Please read them carefully before confirming any appointment. These terms are intended to make the service clear, fair and consistent, while protecting both the customer and the business.

Throughout these Terms and Conditions, references to “we,” “us,” “our” and “Whitton Carpet Cleaners” mean the service provider, and references to “you” and “your” mean the customer, client, occupier, or authorised representative placing the order. If you book on behalf of another person, you confirm that you have authority to do so and that the person receiving the service will also comply with these terms.

These terms apply to standard carpet cleaning services, upholstery cleaning, stain treatment, odour treatment, and any related work agreed in writing or verbally at the time of booking. Where a separate written estimate, quotation, or service confirmation is issued, it should be read together with these Terms and Conditions. In the event of inconsistency, the specific booking details will take precedence only to the extent expressly stated.

1. Booking Process

A booking is formed only when a service request has been accepted by Whitton Carpet Cleaners and a date, approximate arrival window, and scope of work have been confirmed. Any quotation given before inspection is an estimate based on the information provided by the customer. We reserve the right to revise a quotation if the actual condition, size, fibre type, access, contamination level, or risk factors differ materially from the information initially supplied.

Bookings are subject to availability. We may decline or reschedule an appointment where access is unsafe, the property is unsuitable, the requested timing is not reasonably available, or the service requested is outside our normal operations. Customers should ensure that the area to be cleaned is accessible and that any special requirements, including parking restrictions, keys, alarms, or permits, are disclosed in advance. Failure to provide accurate information may affect the service outcome, timing, or price.

2. Scope of Service and Customer Responsibilities

The customer is responsible for moving fragile, valuable, or personal items before the appointment unless we have expressly agreed otherwise. We may move lightweight furniture at our discretion, but we are not obliged to move heavy, fixed, insecure, or hazardous items. It is your responsibility to ensure that any breakables, ornaments, electronics, documents, and loose items are removed from the working area.

Before work begins, you must inform us of any known issues affecting the property or materials, including recent flooding, mould, pests, dye instability, pre-existing damage, loose seams, underfloor heating, weak flooring, or prior chemical treatment. Where a risk is identified, we may refuse to proceed with all or part of the work, or we may proceed only on the basis that you accept the associated risk. Carpet cleaning outcomes depend on many factors, including fabric composition, wear, age, and prior maintenance, and no guarantee is given that all marks, stains, or odours can be fully removed.

3. Pricing and Payments

Unless otherwise agreed, prices are stated in pounds sterling and may be subject to change before a booking is confirmed. The final charge may vary from any preliminary estimate if additional rooms, extra treatment, heavy soiling, furniture handling, or other agreed amendments are required. Where a fixed price has been provided in writing, that price applies only to the scope described in the booking confirmation.

Payment is due immediately upon completion of the service unless we have agreed alternative terms in writing in advance. We may accept payment by cash, bank transfer, card payment, or another method notified at the time of booking. If a deposit is required, the booking will not be secured until the deposit is received. Deposits may be retained or applied against cancellation fees where applicable under these terms.

4. Cancellations, Postponements and Waiting Time

You may cancel or rearrange a booking by giving reasonable notice. If notice is provided sufficiently in advance, we will usually offer an alternative date where possible. Where cancellation occurs after the booking has been scheduled and we have already allocated time, staff, travel, or materials, we may charge a cancellation fee reflecting our reasonable losses and administrative costs. Any deposit paid may be used toward this fee.

If we arrive at the property and are unable to gain access, cannot commence work because the area has not been prepared, or are required to wait beyond a reasonable period due to circumstances within your control, we may treat the appointment as cancelled on arrival and charge accordingly. This includes where entry instructions are missing, keys are unavailable, parking restrictions prevent reasonable access, or utilities needed for the service are not available. We may also reschedule where conditions are unsuitable or unsafe.

We will use reasonable efforts to attend at the agreed time, but arrival windows are approximate. Delays may arise because of traffic, weather, emergencies, equipment issues, or prior jobs taking longer than anticipated. We are not liable for minor delays that are outside our reasonable control, provided we keep you informed where practicable.

5. Liability, Damage and Limitations

Whitton Carpet Cleaners will exercise reasonable care and skill in performing the service. However, cleaning work involves the use of water, heat, suction, detergents, and mechanical action, and some risk remains even when the correct methods are used. Natural fibres, older carpets, previously damaged materials, or items with hidden defects may react unpredictably. We are not responsible for deterioration caused by pre-existing wear, unsuitable prior cleaning, manufacturing faults, colour loss, shrinkage, or hidden contamination.

Where damage is alleged, you must notify us as soon as reasonably possible and allow us an opportunity to inspect the issue. We may request photographs, proof of purchase, maintenance records, or other information reasonably required to assess the claim. Our liability will be limited, to the extent permitted by law, to the amount paid for the relevant service or to the cost of re-performing the affected portion of the work, at our discretion. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

We are not responsible for indirect or consequential loss, including loss of profits, loss of business, loss of rental income, missed appointments, or inconvenience, except where such exclusion is not permitted by law. Customers should protect vulnerable items, keep pets and children away from the work area during cleaning and drying, and avoid walking on treated surfaces until they are sufficiently dry.

6. Waste Regulations and Environmental Compliance

Where our services generate waste water, removed debris, disposable materials, or other residues, we will handle such waste in a lawful and responsible manner consistent with applicable environmental and waste management requirements. The customer must not instruct us to dispose of controlled, hazardous, or unlawful materials through a standard carpet cleaning appointment. If such materials are discovered, we may suspend the service and request further instructions, specialist handling, or additional fees where lawful and appropriate.

You are responsible for informing us of any known hazardous substances, contamination, bodily fluids, asbestos risk, needle risk, chemical spills, or other dangerous conditions affecting the property. We may refuse to proceed if, in our opinion, the environment presents a risk to health, safety, equipment, or lawful waste handling. Where cleaning residues or waste cannot be managed safely on site, we may withdraw from the work and charge for any time already spent.

7. Access, Safety and Property Conditions

You must ensure that the property is reasonably safe for our team to enter and work in. This includes providing suitable lighting, access to water and power where necessary, and a working environment free from avoidable hazards. We may stop work if we believe there is an immediate safety issue, including exposed wiring, structural instability, aggressive animals, severe clutter, or unsanitary conditions.

Where we are asked to work in occupied premises, the customer must take reasonable steps to protect people, pets, and belongings from the cleaning process. We are not liable for pre-existing conditions in the property, nor for issues arising because of the customer’s failure to disclose relevant risks. If a third party is present during the appointment and interferes with the work, or if access is repeatedly interrupted, we may charge for wasted time and additional attendance.

If furniture, fixtures, or flooring are moved or disturbed during the service at your request, you accept the risk of minor scuffs or marks inherent in normal handling unless caused by our negligence. We will use reasonable care, but we cannot guarantee the condition of items that are fragile, badly fitted, or already worn.

8. Complaints and Reperformance

If you are dissatisfied with any aspect of the service, you should notify us promptly after completion and before the area is heavily used, where possible. This allows us a fair opportunity to inspect the issue and, if appropriate, return to address a genuine service defect. A complaint does not automatically entitle the customer to a refund. Where a valid issue is identified, we may offer a remedial visit or partial reimbursement as a reasonable resolution.

Claims relating to visible damage, missing items, or service concerns must be made within a reasonable time after the appointment and supported by sufficient detail. We may decline a claim where the issue could have been caused by post-service use, drying conditions, poor ventilation, ordinary wear, or any factor outside our control. Nothing in this section reduces your statutory rights where they apply.

9. Data, Records and Communication

We may keep records relating to your booking, service notes, quotations, payment status, and any communications necessary to administer the contract, manage queries, or comply with legal obligations. Where we correspond electronically, you agree that messages sent to or received from you may be used as evidence of the booking details, changes, or approvals. Any personal data will be handled in accordance with applicable UK data protection law.

We may contact you for practical purposes connected with the service, including confirmation of access, rescheduling, arrival updates, payment reminders, or post-service clarification. If you provide information that is incomplete or inaccurate, and this affects our ability to perform the service, we will not be liable for any resulting delay, additional charge, or failure to complete the work as originally intended.

10. Force Majeure

We will not be liable for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control. This includes severe weather, road closures, accidents, illness, staff absence, equipment breakdown, power failure, civil disturbance, fire, flood, epidemic, or the actions of third parties. In such circumstances, we may reschedule the appointment or cancel it without liability for consequential loss.

If a force majeure event prevents completion of the service, any deposit or part-payment will be handled fairly in light of the work already carried out and the expenses incurred. We will use reasonable efforts to find a practical alternative date where possible, but we do not guarantee availability.

11. Entire Agreement, Variation and Severability

These Terms and Conditions, together with any written quotation or booking confirmation, form the entire agreement between the parties in relation to the service. No statement made verbally or in promotional material forms part of the contract unless expressly confirmed in writing. Any variation must be agreed by us in writing or clearly evidenced in the booking record.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or remedy will not operate as a waiver of that right or remedy in the future.

12. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, 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, except where mandatory consumer law provides otherwise. Customers outside this jurisdiction who use our services acknowledge that the contract remains subject to English law where legally applicable.

By placing a booking with Whitton Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. We recommend retaining a copy for your records. These terms are intended to provide a clear basis for service delivery, payment, liability, and dispute handling so that both parties can proceed with confidence and transparency.