Woodlands Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Woodlands Carpet Cleaners provides carpet, rug, upholstery and related cleaning services to residential and commercial customers within its UK service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the person, firm or company who requests or purchases the services from Woodlands Carpet Cleaners.
Company means Woodlands Carpet Cleaners, the provider of the services.
Services means any carpet, rug, upholstery, fabric, hard floor or related cleaning, stain treatment, deodorising, protection treatment, inspection or similar services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request by the Customer for the Company to carry out Services at an agreed time, date and location.
2. Scope of Services
The Company will provide the Services with reasonable skill and care, using appropriate cleaning methods and products for the surfaces being treated and in accordance with industry practice in the UK.
The precise scope of the Services will be as described at the time of booking based on the Customer's description of the Premises, the items to be cleaned and any specific requirements. Unless expressly agreed in writing, the Services do not include building work, repair work, pest control, electrical work or any other services outside the normal scope of cleaning.
The Company reserves the right to decline to provide all or part of the Services where conditions at the Premises make it unsafe, unlawful, impractical, or where items are too damaged or delicate to be treated without undue risk.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Company’s accepted booking channels, which may include online forms, written correspondence or other methods as specified on the Company’s website from time to time.
3.2 A Booking is only confirmed when the Company has acknowledged the request and provided a date and time for the Services. The Company may also, at its discretion, require a deposit or pre-authorisation payment before confirming a Booking.
3.3 The Customer is responsible for providing accurate information at the time of booking, including but not limited to the type and number of rooms or items to be cleaned, approximate sizes, level of soiling, presence of stains, parking arrangements, access restrictions and any other matters that may affect the provision or pricing of the Services.
3.4 If, upon arrival, the actual condition or scope of the work differs significantly from the information provided, the Company may adjust the quoted price, change the duration of the Booking, or decline to carry out some or all of the Services. Any changes to price or scope will be agreed with the Customer before work continues.
3.5 Time and date of the Booking are approximate and subject to reasonable variations due to traffic, prior jobs overrunning, or other factors beyond the Company's control. The Company will use reasonable efforts to keep the Customer informed if there will be a delay or need to reschedule.
4. Customer Obligations
The Customer agrees to:
a. Provide safe and clear access to the Premises at the agreed time, including any necessary parking permissions or arrangements.
b. Ensure that electricity and running water are available throughout the visit.
c. Remove fragile items, valuables, personal belongings and small furniture where reasonably possible, or clearly inform the operative of any items that must not be moved.
d. Inform the Company prior to the start of the Services of any known defects, damage, loose fittings, previous cleaning or treatment history and any manufacturer guidance or warranty requirements relating to the items to be cleaned.
e. Supervise children and pets and keep them away from work areas, equipment, cables and cleaning products.
If the Customer fails to fulfil these obligations and this prevents or delays the Company from carrying out the Services, the Company may charge for wasted time, a call-out fee or a cancellation fee as described in these Terms.
5. Prices and Payment
5.1 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of applicable UK taxes at the prevailing rate.
5.2 Prices may be provided as fixed quotes based on the information supplied, or as estimates where the precise requirements cannot be confirmed in advance. The Company reserves the right to amend a quote or estimate following an on-site inspection or upon discovering additional areas or items not previously declared.
5.3 Unless agreed otherwise in writing, payment is due immediately upon completion of the Services at the Premises. The Company may accept payment by cashless methods or other forms as notified to the Customer. Commercial or account Customers may be invoiced with agreed payment terms.
5.4 The Company reserves the right to request a deposit or partial prepayment prior to the Booking. Deposits may be set off against the final invoice for the Services. Deposits may be forfeited if the Customer cancels outside the permitted cancellation periods described below.
5.5 If the Customer fails to make payment when due, the Company may charge interest on overdue sums at the statutory rate allowable under UK law and may suspend further Services until all payments are brought up to date.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or request to reschedule a Booking by giving the Company reasonable notice through one of the accepted communication channels specified by the Company.
6.2 Where the Customer cancels a Booking with more than 48 hours notice before the scheduled start time, any deposit paid may, at the Company's discretion, be refunded or applied to a future Booking.
6.3 Where the Customer cancels a Booking with less than 48 hours notice, the Company reserves the right to retain some or all of any deposit paid and may apply a cancellation charge to cover reasonable administrative and lost booking time costs.
6.4 If the Customer fails to provide access to the Premises at the agreed time, is not present where required to grant entry, or the Premises are not in a condition that allows the Services to be carried out, this may be treated as a late cancellation and may incur a call-out or cancellation charge.
6.5 The Company may need to cancel or reschedule a Booking due to events outside its reasonable control, including but not limited to staff illness, equipment failure, extreme weather, traffic disruption, safety concerns or other operational issues. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.
7. Access, Parking and Safety
7.1 The Customer is responsible for providing suitable parking close to the Premises for the duration of the visit. Any parking charges, permits or congestion-type charges incurred in attending the Premises may be added to the Customer's invoice.
7.2 The Customer must ensure that the Premises are safe for the Company’s operatives, including clear walkways, adequate lighting and absence of hazards such as exposed wiring, loose floorboards or aggressive animals.
7.3 The Company reserves the right to withdraw its operatives from the Premises if they reasonably believe there is a risk to health, safety or security. In such circumstances, the visit may be treated as a late cancellation and charges may apply.
8. Cleaning Results and Limitations
8.1 The Company will use appropriate methods and products to achieve the best reasonable cleaning result based on the condition, age and type of fibres or surfaces being treated.
8.2 The Customer acknowledges that:
a. Some stains, odours or marks cannot be fully removed and may only be improved.
b. Pre-existing damage, wear, fading, discolouration, sun damage, deterioration of backing or adhesives, or shrinkage due to previous cleaning or water exposure may limit achievable results.
c. Manufacturer or retailer warranties may require specific cleaning methods or intervals. It is the Customer's responsibility to check and ensure that the requested Services are compatible with any such warranty.
8.3 Drying times may vary depending on ventilation, temperature, humidity and fibre type. The Company may provide guidance on typical drying times, but these are estimates only and not guaranteed.
9. Damage, Liability and Insurance
9.1 The Company will take reasonable care when carrying out the Services. In the unlikely event that the Company causes damage to the Customer's property, the Customer must notify the Company as soon as possible and in any event within 48 hours of completion of the Services, providing clear details and supporting evidence where available.
9.2 The Company's liability for direct damage to property arising from negligence in the provision of the Services shall be limited to the reasonable cost of repair or replacement of the damaged item, taking into account age, condition and fair wear and tear, and shall not exceed the total price paid or payable by the Customer for the relevant Services.
9.3 The Company shall not be liable for:
a. Any pre-existing damage, weakness, defect or wear in carpets, rugs, upholstery, flooring or other items, whether visible or not, that may result in damage during or after cleaning.
b. Shrinkage, colour changes, texture changes, separation of backing, lifting of finishes or other effects where the Company has acted in accordance with industry practice and the item is unsuitable or unstable for cleaning.
c. Any indirect, consequential or economic losses, including loss of profit, loss of business, loss of opportunity or loss of enjoyment.
9.4 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot lawfully be excluded or limited under UK law.
10. Waste Handling and Environmental Compliance
10.1 The Company will comply with applicable UK waste management and environmental regulations when handling waste water, extracted soils, and any disposable materials arising from the provision of the Services.
10.2 Where waste water can be safely discharged into the Customer’s drainage system in accordance with local regulations, the Customer authorises such discharge. The Customer must inform the Company if there are any known issues with drains or restrictions that may affect disposal.
10.3 Any hazardous or controlled waste identified during the Services will, where legally required, be handled and disposed of only through appropriate licensed channels. Additional charges may apply if specialist disposal is necessary.
10.4 The Customer is responsible for the lawful disposal of any items they choose to remove or discard following the Services, such as carpets, underlay, rugs or furniture, unless otherwise agreed in writing.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and, in any event, within 48 hours of completion so that the Company has a reasonable opportunity to inspect and, where appropriate, rectify the issue.
11.2 Where a complaint is justified and relates directly to the quality of the cleaning carried out, the Company may, at its discretion, offer to re-clean the affected area at no additional charge or provide an appropriate partial refund or credit.
11.3 The Company will not be responsible for any further work carried out by third parties engaged by the Customer to address alleged issues with the Services unless previously agreed in writing. Any associated costs will be the responsibility of the Customer.
12. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, pandemics, civil unrest, strikes, transport disruptions, power failures, or the unavailability of materials or equipment.
13. Privacy and Data Protection
The Company will handle personal information supplied by the Customer in accordance with applicable UK data protection laws. Details provided during the booking process will be used for the purpose of administering and delivering the Services, handling payments, managing accounts and, where permitted, providing information about related services. The Customer has rights in relation to their personal data under UK law and may contact the Company to exercise these rights.
14. Variations to These Terms
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 the Customer's Booking will apply to that Booking. Continued use of the Services after changes are published will constitute acceptance of the updated terms for future Bookings.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of the Services, 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 from or in connection with these Terms and Conditions or their subject matter, save that the Company retains the right to bring proceedings against the Customer in any other court of competent jurisdiction where appropriate.
16. General Provisions
16.1 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 severed from the remaining provisions, which shall continue to be valid to the fullest extent permitted by law.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise preclude any further exercise of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.
By placing a Booking with Woodlands Carpet Cleaners, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
