Whetstone Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Whetstone Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers within its service area in the United Kingdom. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions, which form a legally binding agreement between you and Whetstone Carpet Cleaners.
These Terms and Conditions apply to all services provided unless otherwise agreed in writing. They may be updated from time to time, and the version in force at the time of your booking will apply to your contract.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer refers to the individual or organisation booking or receiving services from Whetstone Carpet Cleaners.
Company refers to Whetstone Carpet Cleaners, the provider of the cleaning services.
Services refers to any carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain treatment, or related cleaning service supplied by the Company.
Premises refers to the property or location where the Services are to be carried out.
Booking refers to a request by the Customer to obtain Services at a specified date and time, whether made online, in writing, or verbally.
2. Scope of Services
The Company provides carpet and related cleaning services within its defined service area. The specific Services, the areas to be cleaned, and any additional treatments or options will be agreed at the time of booking or during an on-site assessment.
The Company will use professional cleaning methods and products appropriate for the type of carpet, rug, upholstery, or surface being treated, taking reasonable care to achieve a high standard of workmanship. However, the exact result may vary depending on the age, condition, fibre type, previous cleaning history, and type of soiling.
The Customer is responsible for ensuring that adequate access, parking, electricity, and water supply are available at the Premises on the day of the appointment. Any parking fees or restrictions that apply are the responsibility of the Customer and may be added to the final invoice.
3. Booking Process
Bookings can be made by the Customer via the Company’s chosen communication channels. When making a Booking, the Customer must provide accurate and complete information, including the address of the Premises, the type and approximate size of items to be cleaned, and any specific concerns such as heavy soiling, stains, pet odours, or previous damage.
All Bookings are subject to availability and are not confirmed until the Company issues a confirmation. The Company reserves the right to refuse a Booking for any reason, including unsuitable access, health and safety concerns, or if the requested Services are outside its normal scope of work.
The Company may request photographs or additional information before confirming a Booking, to assess the condition of the items to be cleaned and to provide an indicative quotation. Any quotation given prior to an on-site assessment is an estimate only and may be adjusted if the actual work required is materially different from the description originally provided by the Customer.
4. Quotations and Pricing
Prices are generally based on the type and size of the areas or items to be cleaned, the level of soiling, and any additional treatments requested. Quotations may be given as a fixed price or as an estimate, depending on the information available at the time.
All prices will be stated in pounds sterling and, where applicable, will include VAT or clearly state if VAT is not chargeable. The Company reserves the right to revise a quotation if the information provided by the Customer is incorrect or incomplete, or if the condition of the items is significantly worse than described.
Any additional works requested on the day of service that were not included in the original quotation will be charged separately at the Company’s prevailing rates, subject to the Customer’s prior agreement.
5. Payments and Invoicing
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept various forms of payment such as card payment, bank transfer, or cash, subject to the Company’s current payment options.
For commercial Customers or repeat contracts, alternative payment terms may be agreed in writing, and invoices must be paid within the agreed payment period. The Company reserves the right to charge interest and reasonable administrative costs on overdue invoices, in line with applicable UK law.
The Customer is responsible for ensuring that payment is made in full and on time. The Company may withhold future services or cancel existing appointments if previous invoices remain unpaid.
6. Deposits
The Company may require a deposit to secure certain Bookings, especially for larger or longer appointments, or where specialist equipment or products are required. The Customer will be informed of any deposit requirement at the time of booking.
Deposits are generally deducted from the final invoice. Where a Booking is cancelled by the Customer outside the permitted cancellation period, the deposit may be retained in full or in part, as set out in the cancellation policy below.
7. Cancellations and Rescheduling
If the Customer needs to cancel or reschedule an appointment, they must notify the Company as early as reasonably possible. The Company operates a cancellation policy to manage its schedule efficiently and fairly.
Where a Customer cancels with more than 48 hours notice before the scheduled appointment time, any deposit paid may be refunded or transferred to a new appointment date, at the Company’s discretion.
Where a Customer cancels with less than 48 hours notice, fails to provide access to the Premises, or is not present to grant entry at the agreed time, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled Services. Any retained deposit may be applied towards this fee.
The Company may need to cancel or reschedule an appointment due to unforeseen circumstances, including staff illness, equipment failure, or adverse weather. In such cases, the Company will inform the Customer as soon as reasonably practical and offer an alternative appointment. The Company will not be liable for any indirect loss or inconvenience resulting from such cancellations.
8. Customer Obligations
The Customer must provide accurate information regarding the Premises and the items to be cleaned, and must disclose any known issues such as loose floor coverings, pre-existing damage, colour instability, prior staining, or previous use of unsuitable cleaning agents.
The Customer must ensure that the Premises is safe for the Company’s operatives to work in. This includes keeping pets, children, and other occupants clear of the areas being cleaned and any equipment being used, and removing small items, fragile belongings, and valuable or irreplaceable objects from the work areas.
The Customer must not request the Company’s staff to undertake any unsafe or unlawful activities, or to move heavy furniture or items beyond safe manual handling limits. If the Customer requires assistance with moving certain items, this must be discussed and agreed in advance.
9. Access and Parking
The Customer is responsible for providing suitable access to the Premises, including informing the Company of any parking restrictions, access codes, or specific entry requirements at the time of booking.
Any parking charges, permits, or penalties incurred directly as a result of attending the Premises may be added to the Customer’s invoice. The Company will take reasonable care to comply with local parking regulations where possible.
10. Cleaning Results and Limitations
The Company will use professional care and skill and appropriate cleaning methods to achieve the best possible results. However, no guarantee can be given that all stains, marks, odours, or defects will be fully removed. Some issues may be permanent due to age, wear, previous cleaning methods, fibre damage, or staining substances.
Colour changes, pile distortion, shrinkage, or texture changes may occasionally occur where carpets or fabrics are in poor condition, have not been properly maintained, or have been treated with incompatible cleaning products. The Company will take reasonable precautions to avoid such issues, but it cannot be held responsible where the underlying condition of the material is the primary cause.
Any concerns about the results must be reported to the Company within a reasonable time after completion of the Services, and the Company must be given the opportunity to inspect and, where appropriate, attempt further treatment.
11. Damage and Liability
The Company carries appropriate insurance for its activities and will take reasonable care to avoid damage to the Premises and its contents. If damage is caused directly by the negligence of the Company or its staff, the Company will, at its option, repair the damage, arrange for a third party to repair it, or offer fair compensation, subject to the terms of its insurance and these Terms and Conditions.
The Company’s liability for any loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the total price paid or payable for the Services in question. The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
12. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated by its cleaning activities in compliance with applicable UK waste and environmental regulations. This may include the responsible disposal of waste water, used cleaning materials, and any solid residues resulting from the Services.
The Customer is responsible for the lawful disposal of any pre-existing waste, rubbish, or hazardous materials at the Premises that are not directly generated by the Company’s activities. The Company is not authorised to remove or transport general household or commercial waste unless this has been expressly agreed as part of a separate service arrangement.
The Company will use cleaning solutions and methods chosen with regard to effectiveness and environmental impact, in line with its operational policies and any relevant legal requirements.
13. Health and Safety
The Company will comply with relevant health and safety legislation and guidance when carrying out the Services. Staff will use appropriate personal protective equipment and will set up equipment and cables in a manner intended to minimise risk to occupants.
The Customer must cooperate with the Company on health and safety matters, including keeping children, pets, and other individuals away from wet or recently treated areas until they are safe to walk on, and following any safety advice given by the Company regarding drying times or ventilation.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, setting out the details of the issue. The Company will investigate the matter and, where appropriate, may offer to revisit the Premises to inspect the work and, if reasonably possible, to rectify the problem.
The Customer must allow the Company a reasonable opportunity to address any complaint before undertaking remedial work themselves or through a third party. Failure to do so may limit the Company’s ability to assess and resolve the issue and may affect any claim for compensation.
15. Data Protection and Privacy
The Company will collect and process personal data relating to the Customer and any relevant contact persons in order to manage Bookings, deliver Services, and handle payments and communications. Such data will be processed in accordance with applicable UK data protection laws.
The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, to process payments, to comply with legal obligations, or where the Customer has given consent.
16. Force Majeure
The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under these Terms and Conditions if such delay or failure results from events, circumstances, or causes beyond its reasonable control. This may include, but is not limited to, extreme weather, transport disruption, power failures, accidents, or government restrictions.
17. Amendments to Terms
The Company reserves the right to amend these Terms and Conditions from time to time. Any changes will take effect when posted or otherwise communicated and will apply to future Bookings. For existing Bookings, the version in force at the time of confirmation will normally apply, unless a change is required by law.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided, 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, the Services, or their subject matter or formation.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise, or representation not expressly set out in these documents.
