Terms And Conditions

Waterloo Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers within its service area in the United Kingdom. By making a booking or allowing work to start, you agree to be bound by these Terms and Conditions.

References to we, us or our mean Waterloo Carpet Cleaning. References to you or your mean the customer who makes the booking or on whose behalf a booking is made.

1. Scope of Services

1.1 We provide professional carpet, rug, upholstery and related cleaning services. The specific services to be supplied will be as described in the booking confirmation provided to you at or shortly after the time of booking.

1.2 Our services may include, where requested and agreed, stain treatment, deodorising, rug cleaning, mattress cleaning, hard floor cleaning and other associated tasks. Any services not expressly listed in your booking confirmation will be treated as additional services and may incur extra charges.

1.3 We reserve the right to decline or discontinue any service where, in our reasonable opinion, the item or area is unsafe, heavily damaged, contaminated, or otherwise unsuitable for cleaning using our standard methods and equipment.

2. Booking Process

2.1 Bookings can be requested via our online contact form, through messaging services or by other methods we make available from time to time. A booking is not confirmed until we have issued a written or electronic confirmation specifying the date, estimated time window, service description and indicative price.

2.2 When making a booking, you must provide accurate and complete information, including the number and approximate size of rooms or items, the type of flooring or upholstery, known stains, access restrictions, parking arrangements and any other relevant details.

2.3 We may revise the quoted price if the information you provide is inaccurate or incomplete, or if the condition or size of the items or areas to be cleaned differs materially from what was described at the time of booking.

2.4 Any time or date given for an appointment is an estimate only. While we will use reasonable efforts to attend within the agreed time window, events beyond our control may cause delays. In such circumstances we will contact you as soon as reasonably practicable to agree an alternative time or date.

3. Access, Parking and Customer Responsibilities

3.1 You are responsible for providing safe and reasonable access to the premises at the agreed appointment time. This includes ensuring that someone over the age of 18 is present to grant access and approve the work to be carried out.

3.2 You must ensure that the areas to be cleaned are reasonably tidy and that small items, breakables, electrical cables and other obstacles are moved or secured before our arrival, unless otherwise agreed.

3.3 You are responsible for arranging suitable parking where possible. Any parking charges or penalties incurred as a direct result of providing the services at your premises may be added to your final invoice.

3.4 You must inform us of any known risks in the property such as loose carpets, damaged flooring, unstable furniture, electrical faults, alarms or security systems that may affect our work. We shall not be liable for delays or inability to complete the work due to undisclosed hazards or access issues.

4. Pricing and Quotations

4.1 Prices are based on the information you provide at the time of booking and on our standard rate schedule in force at that time. All quotations are provided in pounds sterling and, unless otherwise specified, include applicable taxes.

4.2 Quotations are usually provided as fixed prices for specified rooms or items. However, we reserve the right to adjust the price if, upon arrival, we find that the actual size, condition or number of items is different from what was stated in the booking, or if additional services are requested on site.

4.3 Any price adjustment will be communicated to you before work begins. If you do not agree to the revised price, you may decline the service, in which case a reasonable call-out or cancellation fee may apply, as described in the cancellation section below.

5. Payment Terms

5.1 Unless otherwise agreed in writing, payment is due in full immediately upon completion of the services at your premises.

5.2 We accept the payment methods that we make available from time to time, which may include cashless options, bank transfer or card payments. We do not accept payment by cheque unless expressly agreed in advance.

5.3 For commercial clients or larger projects, we may require a deposit prior to the appointment date. Any deposit amount and due date will be notified to you at the time of booking.

5.4 Where we agree to issue an invoice with payment terms, payment must be received by the due date stated on the invoice. We reserve the right to charge interest on overdue amounts at the statutory rate permitted in the United Kingdom, as well as reasonable costs of collection.

6. Cancellations, Rescheduling and No-Show

6.1 You may cancel or reschedule your appointment by giving us notice. To avoid a cancellation charge, we normally require at least 24 hours notice prior to the scheduled appointment time, unless otherwise specified at the time of booking.

6.2 If you cancel or reschedule with less than 24 hours notice, or if we are unable to gain access to the property at the agreed time due to your act or omission, we reserve the right to charge a cancellation or call-out fee. The amount of this fee will be reasonable and will take into account the time slot reserved, travel time and any preparatory work already completed.

6.3 In the event that we need to cancel or reschedule due to circumstances beyond our reasonable control, such as staff illness, breakdown of equipment, adverse weather or traffic disruption, we will notify you as soon as possible and offer an alternative appointment. We shall not be liable for any consequential loss arising from such cancellation or rescheduling.

7. Condition of Items and Limitations of Cleaning

7.1 You acknowledge that some stains, odours or marks may be permanent and cannot be fully removed by cleaning. We do not guarantee the complete removal of all stains or defects, particularly if they have been present for a long time, caused by substances that permanently damage fibres or dyes, or previously treated with inappropriate products.

7.2 We will test cleaning products on small inconspicuous areas where appropriate, but you accept that there is a risk of colour loss, shrinkage or other changes in appearance, especially where items are old, sun-damaged, poorly fitted, or made from delicate or unstable materials.

7.3 Our technicians will exercise reasonable care and skill in choosing cleaning methods suitable for the information provided by you and the labels or guidance provided by manufacturers. We are not responsible for pre-existing damage, wear, fading, loose seams, weak fibres, watermarks, delamination or shrinkage that becomes apparent or is made more visible by cleaning.

7.4 It is your responsibility to inform us of any specific manufacturer instructions or known sensitivities relating to carpets, rugs or upholstery. Where such information is not supplied, we will apply standard cleaning techniques considered appropriate for the material type.

8. Customer Satisfaction and Complaints

8.1 If you are dissatisfied with any aspect of our services, you must inform us as soon as reasonably possible, and in any event within 48 hours of completion of the work. We will then assess the issue and, where appropriate, arrange to revisit the property to inspect and, if feasible, rectify the matter.

8.2 Our obligation to revisit or attempt to rectify a complaint is conditional on you providing clear details of the issue and allowing us reasonable access to inspect and address it. If you arrange for a third party to carry out additional work before we have had an opportunity to review and remedy the situation, our liability may be reduced or excluded.

8.3 Any remedies provided are at our discretion and may include re-cleaning affected areas, offering a partial refund, or providing a credit against future services, depending on the circumstances.

9. Liability

9.1 We will exercise reasonable care and skill in providing the services. However, to the fullest extent permitted by law, our total liability to you arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the total amount paid or payable by you for the specific service giving rise to the claim.

9.2 We shall not be liable for any loss of profit, loss of business, loss of opportunity, loss of enjoyment, or any indirect or consequential loss arising from or in connection with the services, regardless of cause.

9.3 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter which cannot lawfully be excluded or limited under UK law.

9.4 You are responsible for securing valuables, fragile items and personal possessions before our arrival. We shall not be responsible for loss of or damage to items which you have failed to remove or protect, unless such loss or damage is caused by our negligence.

10. Health, Safety and Waste Regulations

10.1 We comply with applicable health and safety legislation in the United Kingdom and will take reasonable steps to ensure that our working practices are safe for both our technicians and persons present on the premises.

10.2 You must ensure that the working environment is safe, including adequate lighting and ventilation, and that children and pets are kept away from equipment, chemicals and wet surfaces during and immediately after the cleaning process.

10.3 We use professional cleaning products in accordance with manufacturer instructions and relevant regulations. Safety data sheets are available on request for the products we use.

10.4 We will handle and dispose of any waste generated as part of our services in accordance with applicable environmental and waste management regulations. Where waste must remain at your premises, such as extracted dirt in your own bins or containers, we will advise you on appropriate disposal methods.

10.5 We do not remove hazardous waste or materials such as asbestos, clinical waste, animal infestations or chemical contaminants. If such materials are discovered, we may suspend or terminate the service and you will be responsible for arranging suitable specialist removal or treatment.

11. Insurance

11.1 We maintain insurance cover appropriate for a professional cleaning service provider. Details of our current insurance arrangements are available upon request.

11.2 Our obligation to compensate for damage or loss is subject to the terms, conditions and exclusions of our insurance policies and the limitations of liability set out in these Terms and Conditions.

12. Personal Data and Privacy

12.1 We collect and process personal data such as your name, address, contact details and service history for the purposes of managing bookings, providing services, processing payments and handling enquiries or complaints.

12.2 We will handle personal data in accordance with applicable data protection laws in the United Kingdom. Your information will not be sold to third parties and will only be shared where necessary to provide the services, comply with the law, or support our business operations such as payment processing.

12.3 By making a booking, you consent to our use of your personal data for these purposes. You may contact us to request access to, correction of, or deletion of your personal information where legally permitted.

13. Force Majeure

13.1 We shall not be in breach of these Terms and Conditions, nor liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control.

13.2 Such events may include, but are not limited to, severe weather, flooding, fire, accident, illness, epidemic, strikes, transport disruption, equipment failure, power outages, or changes in law or regulation.

14. Amendments to Terms and Conditions

14.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, business practices or legal requirements.

14.2 The version of the Terms and Conditions that applies to your booking will be the version in force at the time your booking is confirmed. We recommend that you review the Terms and Conditions periodically.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of services by Waterloo Carpet Cleaning, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 You and we agree that 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, such provision shall be severed from the remaining provisions, which will continue to be valid and enforceable.

16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

16.3 These Terms and Conditions, together with your booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or arrangements, whether written or oral.