Whitton Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Whitton Carpet Cleaners provides carpet, upholstery, and related cleaning services within its service area in the United Kingdom. By booking or using any of our services, 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 given below.
Client means the person or organisation requesting or paying for the services provided by Whitton Carpet Cleaners.
Company means Whitton Carpet Cleaners, the cleaning service provider.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, or related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Service Area means the geographical areas within which the Company offers its services, as described on its website or promotional materials from time to time.
2. Scope of Services
The Company provides professional carpet and soft furnishing cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, and deodorising treatments. The exact scope of the Services to be delivered will be stated at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to refuse any job that it reasonably considers unsafe, unsuitable, outside its Service Area, or beyond its technical capabilities or equipment limitations.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted communication channels as published from time to time. By placing a booking, the Client confirms that they are authorised to do so and that they accept these Terms and Conditions.
The Client must provide accurate and complete information about the Premises, including property type, approximate room sizes, access arrangements, parking availability, and any known issues such as excessive soiling, pet contamination, water damage, or delicate materials.
Any quotation provided before an on-site inspection is an estimate based on the information supplied by the Client. The final price may be adjusted if the actual condition or size of the areas to be cleaned differs from that described at the time of booking. The technician will discuss any necessary adjustments with the Client before commencing work where reasonably possible.
A booking is considered confirmed once the Company has acknowledged the booking and, where required, received any applicable deposit or pre-payment.
4. Access to the Premises
The Client is responsible for providing safe and reasonable access to the Premises at the agreed date and time. This includes ensuring that someone is present to provide entry or that suitable key arrangements have been agreed in advance with the Company.
The Client must ensure that utilities required for the Services, such as electricity and water, are available and in safe working order. If parking is restricted, the Client is responsible for arranging access or permits, or for covering any reasonable parking charges incurred by the Company.
If the Company is unable to gain access to the Premises or to carry out the Services due to the Client’s failure to meet these obligations, the Company may charge a call-out fee or treat the booking as a late cancellation in accordance with the cancellation policy below.
5. Client Obligations
The Client must:
Ensure that the areas to be cleaned are reasonably clear of small items, breakables, and personal belongings prior to the arrival of the technician.
Inform the Company of any fragile items, pre-existing damage, loose fittings, or areas of concern at the Premises before the Services commence.
Advise the Company of any known allergies or sensitivities to cleaning products for anyone residing at or visiting the Premises.
Keep children, pets, and other occupants away from work areas and equipment during and immediately after cleaning, until carpets and furnishings are adequately dry and safe for use.
The Client is responsible for moving heavy furniture, electrical items, and valuable or delicate objects unless otherwise agreed. Where the Company agrees to help move items, this will be at the Client’s risk and subject to reasonable limitations for health and safety.
6. Pricing and Payment Terms
All prices are quoted in pounds sterling and are subject to any applicable taxes where required by law. The Company may provide pricing on a per-room, per-area, or per-job basis, or according to a minimum call-out charge.
Payment is due in full upon completion of the Services unless alternative arrangements have been agreed in writing in advance. The Company may, at its discretion, require a deposit or full pre-payment to secure a booking, particularly for larger jobs or multiple-property bookings.
The Company accepts payment by methods it specifies from time to time, which may include cash, bank transfer, or card payments. Where payment is not received when due, the Company reserves the right to charge reasonable late payment fees or interest and to withhold further services until outstanding sums are paid in full.
Any promotions or discounts are offered at the Company’s discretion, are subject to availability, and may be withdrawn at any time. Promotional offers are not normally applicable in combination, unless expressly stated.
7. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving notice within the period specified by the Company at the time of booking. In most cases, the Company will require a minimum notice period before the scheduled appointment to avoid cancellation charges.
If the Client cancels or requests to reschedule the booking with less than the required notice period, the Company may charge a cancellation fee, which may be a fixed amount or a percentage of the total quoted price. This is to cover time allocated, travel arrangements, and lost opportunity to book other work.
If the Company needs to cancel or reschedule a booking due to unforeseen circumstances, such as staff illness, vehicle breakdown, severe weather, or events beyond its reasonable control, it will notify the Client as soon as practicable and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such changes but will endeavour to minimise inconvenience.
8. Condition of Carpets and Furnishings
The Client acknowledges that the effectiveness of cleaning may depend on the age, type, and pre-existing condition of carpets, rugs, and upholstery. Some stains and odours may be permanent and cannot be completely removed despite the use of appropriate professional techniques and products.
The Company cannot guarantee the complete removal of all stains, marks, or odours. The technician will use reasonable care and skill and will advise the Client where outcomes may be limited due to wear, fading, previous cleaning, or unknown substances.
Where there is a risk of shrinkage, colour bleeding, fibre distortion, or other damage due to the inherent condition or manufacture of the item, the technician will exercise caution and may decline to proceed with certain treatments. If the Client insists on proceeding against advice, this will be at the Client’s own risk and the Company will not be liable for any resulting damage.
9. Health and Safety
The Company will carry out the Services in compliance with relevant health and safety legislation and best practice. Technicians are trained to use equipment and cleaning solutions safely.
The Client must inform the Company of any hazards at the Premises, such as loose floor coverings, exposed wiring, or unsafe access. The Company reserves the right to refuse or suspend work if it reasonably considers the environment to be unsafe for its staff or equipment.
After cleaning, carpets and furnishings may remain damp for a period of time. The Client is responsible for taking care to prevent slips, trips, or falls and for ensuring adequate ventilation and, where appropriate, heating to assist drying.
10. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste water and materials generated by its Services in accordance with applicable waste management and environmental regulations in the United Kingdom.
Cleaning solutions used by the Company are selected to be appropriate for professional use and are applied in accordance with manufacturer instructions. The Company will avoid discharging cleaning waste into surface drains or areas where this would breach local or national environmental rules.
The Client agrees not to request or require the Company to dispose of any hazardous or prohibited substances. If such materials are encountered, the Company may decline to deal with them and may advise the Client to contact a specialist waste contractor.
11. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. If damage occurs that is directly and solely caused by the negligence of the Company, the Company will, at its discretion, arrange repair, replacement, or fair compensation, up to a reasonable limit in line with its insurance cover.
The Company will not be liable for:
Any pre-existing damage, wear, fading, or defects in carpets, rugs, upholstery, or other items, whether visible or not, that become more apparent after cleaning.
Any damage or deterioration arising from inherent weaknesses, poor installation, dye instability, or manufacturing faults.
Any loss of profit, business, revenue, or other indirect or consequential losses incurred by the Client.
The Company’s total liability in respect of any one event or series of related events shall not exceed the total amount paid by the Client for the Services giving rise to the claim, except where liability cannot lawfully be limited or excluded.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other matter for which it would be unlawful to limit or exclude liability under applicable law.
12. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably practicable, and in any event within a reasonable period after completion of the work. The Company may request photographic evidence and may arrange a revisit to inspect or, where appropriate, attempt to rectify the issue.
The Company will make reasonable efforts to resolve complaints promptly and fairly. Failure to raise concerns within a reasonable timeframe may affect the Company’s ability to investigate and, where appropriate, to offer remedial action.
13. Insurance
The Company maintains public liability insurance and, where applicable, employer’s liability insurance at levels appropriate for a professional cleaning business operating within the United Kingdom. Details of insurance cover can be made available upon reasonable request.
14. Force Majeure
The Company will 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. This may include, but is not limited to, extreme weather, natural disasters, accidents, acts of terrorism, civil disturbances, utility failures, or government restrictions.
Where a force majeure event occurs, the Company will inform the Client as soon as reasonably possible and will seek to rearrange the booking once circumstances allow.
15. Privacy and Confidentiality
The Company will treat personal information provided by the Client with care and in accordance with applicable data protection laws in the United Kingdom. Information collected will be used for managing bookings, delivering Services, handling payments, and communicating with the Client.
The Company will not sell or disclose Client information to third parties except where necessary to deliver the Services, process payments, comply with legal obligations, or where the Client has otherwise consented.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. The applicable version will be the one published or otherwise made available to the Client at the time of booking. Continued use of the Services after changes have been communicated will be taken as acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or formation 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 the provision of Services by the Company, except that the Company reserves the right to bring proceedings in the courts of any jurisdiction where the Client is resident or has assets.
18. Severability
If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Client and the Company in relation to the provision of the Services. They supersede any prior understandings, representations, or agreements, whether written or oral, relating to the same subject matter.
