Wembley Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Wembley Carpet Cleaners provides domestic and commercial carpet cleaning services, along with related upholstery, rug, stain treatment and cleaning support services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment. If anything is unclear, it is the customer’s responsibility to review the terms in full before proceeding.

For the purposes of these Terms and Conditions, “we”, “us” and “our” refer to Wembley Carpet Cleaners, and “you” or “the customer” refers to the person, business or organisation placing the booking. These terms apply to all service arrangements unless otherwise agreed in writing. Any variation must be confirmed by us in writing and signed or otherwise accepted by an authorised representative.

Our services are provided with reasonable care and skill, using methods and materials considered appropriate for the type, age and condition of the textile surface being treated. However, the final result may depend on factors outside our control, including fibre type, previous wear, pre-existing marks, unsuitable treatments applied by others, and environmental conditions. Cleaning outcomes are never guaranteed to restore an item to a like-new condition.

1. Booking Process

A booking is formed when you request a service and we confirm acceptance, availability and the main service details. The booking process may involve discussion of the areas to be cleaned, the type of flooring or fabric, the number of rooms or items, access arrangements, and any specific concerns such as stains, odours or heavy soiling. We may provide a quotation based on the information supplied by you, but that quotation can be revised if the actual conditions differ materially from those described at the time of booking.

You must ensure that all information provided is accurate and complete. This includes, where relevant, room sizes, floor coverings, item counts, parking access, water and power availability, and whether any surfaces require specialist attention. If the actual service required is more extensive than described, we may adjust the price accordingly or refuse to proceed where the service cannot reasonably be delivered safely or effectively.

Any booking time given is an estimated arrival or service window rather than a guaranteed exact start time. We aim to attend within the agreed timeframe, but delays may occur because of traffic, weather, equipment issues, previous job overrun or other operational reasons. We will endeavour to notify you of significant delays where reasonably practicable. The customer should ensure that someone authorised to grant access and approve the work is present at the appointment, unless we have agreed otherwise.

2. Access, Preparation and Customer Obligations

You must provide safe and reasonable access to the premises and to the areas requiring cleaning. This includes ensuring that entry points are unlocked or that access instructions are given in advance, that fragile items are removed or protected, and that valuables, cash, documents and small personal possessions are secured. We are not responsible for moving items that are excessively heavy, fixed, dangerous or likely to cause damage if relocated without specialist help.

The customer should prepare the area where possible by clearing surfaces, moving lightweight items and ensuring that pets and children are kept away from the work area during service. We may decline to clean areas that are considered unsafe, unhygienic or obstructed. If we are unable to complete the service due to lack of access, unsuitable conditions or the customer’s failure to prepare the premises as agreed, a call-out or wasted attendance charge may apply.

Where parking restrictions, loading limitations or building management rules apply, the customer must make reasonable arrangements to ensure the service can be delivered without unnecessary delay. Any additional cost incurred because of parking fees, permits or access delays may be added to the final invoice if they were not included in the original quotation. We may also suspend or terminate the appointment if access problems prevent the work from being carried out efficiently and safely.

3. Pricing and Payments

Prices are normally stated in pounds sterling and may be quoted as fixed prices, minimum charges, itemised rates or estimated totals depending on the service requested. Unless expressly stated, quotations are based on standard conditions and normal levels of soiling. The final charge may differ if the actual work requires additional labour, specialist products, extra treatment passes, stain targeting, deodorising, or other services not included in the original estimate.

Payment is due in full on completion of the service unless we agree a different arrangement in writing before the appointment. We may require a deposit, part-payment or pre-authorisation for larger bookings, commercial work or repeat customer arrangements. Accepted payment methods may include bank transfer, card payment or other methods notified at the time of booking. Cash payments, where accepted, must be made promptly upon completion and in the correct amount unless otherwise agreed.

Late or failed payments may result in administrative charges, interest or recovery action to the extent permitted by law. If any invoice remains unpaid after the due date, we reserve the right to suspend further services, withdraw discounted rates and recover reasonable costs incurred in pursuing payment. The customer is responsible for ensuring that any person paying on their behalf is authorised to do so and understands the relevant invoice details.

4. Cancellations, Rescheduling and Non-Attendance

You may cancel or reschedule a booking by giving us notice within a reasonable period before the appointment. Where a cancellation is made at short notice, especially after we have allocated staff, reserved materials or commenced travel, a cancellation charge may apply. The amount of any charge will depend on the stage reached and the cost already incurred by us. In some cases, the full service price may be payable where significant time or resources have been committed.

If we arrive and cannot access the property, cannot carry out the work due to lack of preparation, or are turned away for reasons within your control, the appointment may be treated as a late cancellation or failed attendance. We may also charge for return visits where the original appointment could not be completed because of preventable issues, including missing keys, unavailable decision-makers, or unresolved building access restrictions. Any refund or adjustment will be made only where appropriate and after deducting reasonable costs.

We reserve the right to reschedule or cancel an appointment where this is necessary due to staff illness, equipment failure, unsafe conditions, severe weather, or circumstances beyond our reasonable control. In such cases, we will seek to offer an alternative appointment. Our liability for inconvenience caused by rescheduling is limited to the amount already paid for the affected service, subject always to the limitations set out in these terms and applicable law.

5. Service Standards and Limitations

We will use reasonable care and skill in carrying out each cleaning service, and our operatives will select products and techniques appropriate to the material being treated. However, some fibres, finishes and pre-existing conditions may react unpredictably to moisture, temperature, agitation or chemical treatment. We do not guarantee removal of every stain, mark, odour or defect. Certain items may show permanent discolouration, texture change or residual staining despite appropriate treatment.

Customers should notify us in advance of any special concerns, such as colour fastness issues, delicate fabrics, underfloor heating, loose seams, previous damage, or prior treatments by another provider. If such information is withheld, we cannot accept responsibility for adverse outcomes caused by hidden or undisclosed conditions. We may decline to apply certain methods where we believe doing so could increase the risk of damage or produce poor results.

Drying times are approximate and may vary depending on room ventilation, humidity, fibre type, weather and the condition of the textile or floor covering. The customer is responsible for protecting the treated areas after cleaning, including avoiding foot traffic, replacing furniture only when safe, and using protective pads if needed. Any guidance given at the end of the service should be followed carefully to avoid re-soiling or damage.

6. Liability and Damage

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability arising from any claim connected with the service is limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

We are not responsible for pre-existing damage, hidden defects, unstable fittings, weakened materials, poor workmanship by third parties, or deterioration caused by age, wear, contamination or inherent vice. We are also not liable for loss of profit, business interruption, indirect loss, or consequential loss arising from the service, except where such limitation is prohibited by law. Any claim must be notified to us within a reasonable time after discovery of the issue.

Where damage is alleged, the customer must allow us a reasonable opportunity to inspect the area or item before repairs, cleaning by another contractor, or disposal take place. We may request photographs, supporting details or access to the affected area. Failure to preserve evidence or permit inspection may affect our ability to assess the claim. If we accept liability, our preferred remedy may be repair, re-cleaning, compensation up to the applicable limit, or another reasonable solution.

7. Waste, Environmental and Disposal Rules

In carrying out our services, we may collect waste water, removed debris, vacuum contents, disposable materials, protective sheets and other residues. We will handle such waste in a responsible manner and in accordance with applicable waste handling and environmental requirements. The customer must not request or expect us to dispose of household waste, hazardous substances or prohibited materials unless this has been expressly agreed and can lawfully be done.

Any materials classified as hazardous, contaminated or requiring special handling must be disclosed before the appointment. This includes but is not limited to sharp objects, bodily fluids, chemical residues, mould contamination beyond ordinary domestic levels, pest-related waste, asbestos-related matter and other regulated substances. If such materials are discovered unexpectedly, we may stop work immediately and charge for time spent, or arrange appropriate suspension of the service until safe arrangements are confirmed.

Where waste must be removed from the property as part of the service, ownership of such waste transfers only when permitted by law and only for the purpose of lawful disposal. We reserve the right to refuse any item or residue that we reasonably believe cannot be handled safely or in compliance with legal obligations. The customer remains responsible for the legality of any materials present on the premises and for disclosing anything that may affect safe disposal.

8. Complaints and Claims

If you are dissatisfied with any aspect of the service, you should raise the matter with us as soon as reasonably possible and allow us to consider it. Please provide a clear description of the issue, the date of service, the affected area or item, and any relevant photographs or supporting information. We may need to revisit the property, inspect the work or discuss the matter with the attending technician before deciding on any remedy.

We will review complaints fairly and in good faith. Where appropriate, possible remedies may include a return visit, partial refund, alternative treatment or other reasonable action. A complaint does not entitle the customer to withhold payment for undisputed parts of the service. Nothing in this clause affects any statutory rights you may have as a consumer under applicable legislation.

Any claim made after the work has been completed should be raised without undue delay and, in any event, within a reasonable time. We are more able to investigate concerns promptly when the issue is reported early. Delays in reporting may make it impossible to determine the cause of a problem or separate our work from later damage, re-soiling or environmental effects.

9. Data, Communications and Changes to Terms

We may keep records of bookings, correspondence, invoices and service notes for business administration, legal compliance and quality control purposes. Any personal data handled in connection with a booking will be processed in accordance with applicable UK data protection law and our privacy arrangements, where relevant. By engaging our services, you consent to reasonable communications relating to your booking, invoice, service update or complaint handling.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will generally apply to that booking unless a change is required by law or expressly agreed otherwise. No delay or failure by us to enforce any provision shall be treated as a waiver of our rights. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force.

These Terms and Conditions form the entire agreement between the parties regarding the service, unless supplemented by a written contract or invoice-specific conditions. Any reference to a particular service description does not create a guarantee beyond what is expressly stated. Customers are encouraged to keep a copy of the booking confirmation and invoice for their records.

10. Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer protections or statutory rights that apply in your circumstances.

By booking with Wembley Carpet Cleaners, you acknowledge that you have read, understood and agreed to these terms. If any issue is not specifically covered here, it will be dealt with in a fair and reasonable manner consistent with the nature of the service, applicable law and ordinary business practice.