Terms and Conditions for Westminster Carpet Cleaners

These Terms and Conditions set out the basis on which cleaning services are provided by Westminster Carpet Cleaners. By making a booking, the customer agrees to be bound by these terms, which apply to residential and commercial carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related specialist services. For clarity, references to the company, we, or us mean Westminster Carpet Cleaners, and references to the customer, you, or your mean the person or organisation requesting the service.

These terms are intended to be fair, practical, and consistent with UK consumer and business standards. They should be read carefully before confirming any appointment. If any part of these terms is unclear, the customer should ask for clarification before the booking is accepted. Acceptance of a quote, confirmation of an appointment, or permission to start work will be treated as acceptance of these conditions.

We reserve the right to update or amend these terms from time to time. Any revised version will apply to services booked after the date on which the updated terms are issued. Unless otherwise stated in writing, the version of the terms in force at the time of booking will govern the relevant order.

1. Booking Process

All bookings with Westminster Carpet Cleaners are subject to availability and confirmation. A booking request may be made by telephone, email, online form, or other approved method. However, a request does not form a binding agreement until it has been confirmed by us. We may ask for details such as the size of the area, type of fibre, visible staining, access arrangements, parking restrictions, and any special requirements necessary to deliver the service safely and effectively.

Quoted prices are normally based on the information provided by the customer at the time of enquiry. If, on arrival, the condition, size, or complexity of the work differs materially from the information originally supplied, we may revise the quotation before starting. A revised quotation may be necessary where there are heavy stains, contamination, unusual access issues, additional rooms, or furniture movement beyond the original scope. The customer may accept the revised price or cancel in line with the cancellation terms.

The customer must ensure that a suitable person aged 18 or over is present at the property or premises at the agreed time of service, unless we have agreed alternative arrangements in advance. Delays caused by restricted access, absence of the customer, or inability to obtain entry may result in additional charges or cancellation fees. Where keys are left for access, the customer accepts responsibility for confirming secure arrangements and ensuring the premises can be accessed as agreed.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in providing every Westminster carpet cleaning service, using equipment, products, and methods that we consider suitable for the material and condition of the items being treated. While we aim to achieve excellent results, the customer acknowledges that some stains, wear marks, discolouration, or odours may be permanent or may only improve rather than disappear entirely. Natural fibres, aged textiles, pre-existing damage, or previous improper treatment can affect the final outcome.

The customer is responsible for providing accurate information before work begins. This includes telling us about prior cleaning attempts, known stains, pet contamination, water damage, shrinkage concerns, dye instability, or any other condition likely to affect the service. It is also the customer’s responsibility to move or protect fragile items, remove small personal belongings, and provide reasonable access to the areas being cleaned. Where requested, we may assist with light furniture movement, but we are not obliged to move heavy, fixed, fragile, antique, or high-value items unless we agree in writing to do so.

Customers must ensure that electrical supplies, water access, and working space are available when required. Any interruption caused by lack of utilities, unsafe conditions, or environmental hazards may affect the service and may be treated as a failed or incomplete attendance. If we believe a property is unsafe, unsanitary, or unsuitable for work, we may refuse or pause the service until the issue is resolved.

3. Payments

Payment terms will be agreed at the time of booking or upon completion of the work, depending on the type of service and account status. Unless we agree otherwise in writing, payment is due immediately on completion of the service. We accept the payment methods notified at the time of booking, and the customer is responsible for ensuring that payment can be made on the day.

For commercial clients, business customers, or repeat bookings, we may issue an invoice with separate payment terms. Unless stated otherwise, invoices are payable within 7 days of the invoice date. We reserve the right to charge interest on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable, and may recover reasonable debt recovery costs permitted by law.

Any deposit, booking fee, or pre-authorisation requested at the time of reservation is non-refundable unless the service is cancelled by us or the Consumer Contracts Regulations or another mandatory rule requires otherwise. Deposits help secure time, staff, and equipment allocation and may be applied against the final invoice. Failure to pay on time may result in refusal of future bookings, recovery action, and any associated reasonable costs incurred by us.

4. Cancellations, Rescheduling, and Waiting Time

We understand that plans can change, but cancellations and rescheduling must be made with reasonable notice. Unless a different notice period is stated in the booking confirmation, the customer should give at least 48 hours’ notice to cancel or rearrange a booking without charge. Short-notice cancellations may incur a fee to cover reserved time, administration, and any staff or vehicle costs already committed.

If the customer cancels on the day of attendance, refuses access, or is not ready for the service to begin, we may charge a cancellation fee up to the full quoted value where our time has been lost and no alternative work can reasonably be scheduled. If we arrive and are required to wait because of access problems, parking issues, or delays caused by the customer, we may charge for waiting time at our standard rate or treat the appointment as a failed visit if the delay makes the service impractical.

Where we need to cancel or reschedule because of illness, equipment failure, unsafe weather conditions, or other circumstances beyond our control, we will use reasonable efforts to offer an alternative appointment. We are not liable for consequential losses arising from a rescheduled booking, provided we act reasonably and in good faith. If advance payment has been taken for a service we cancel and do not reschedule, the relevant amount will be refunded.

We aim to provide a professional carpet cleaning in Westminster service, but our liability is limited to the extent permitted by law. Nothing in these terms 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. Subject to that, we will not be responsible for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.

Where damage is caused by our proven negligence, our responsibility will be limited to repair, replacement, re-cleaning, or a monetary amount not exceeding the price paid for the specific service giving rise to the claim, unless a higher amount is required by law. Customers must notify us of any alleged issue as soon as reasonably possible, and in any event within a reasonable time after completion. Claims notified long after the service may be difficult to investigate and may be declined where evidence is unavailable.

We are not liable for pre-existing faults, hidden defects, normal wear and tear, colour fade, dye bleed, shrinkage, pile distortion, or damage caused by unsuitable materials or prior treatments, unless such damage is directly caused by our negligence. The customer accepts that some items may be old, delicate, or unstable and that cleaning can reveal or accelerate underlying weaknesses that were already present. We may decline to clean items if we believe the risk of damage is unreasonable.

6. Waste Regulations, Environmental Practices, and Disposal

Westminster Carpet Cleaners will handle wastewater, residues, removed debris, packaging, and any waste materials in a lawful and responsible way. We aim to comply with applicable UK waste legislation, environmental rules, and local disposal requirements. Waste arising from the service may include dirty water, extracted soil, used cloths, disposable protective materials, and items removed during the work if agreed in advance. Such waste will be managed in accordance with our internal procedures and the legal duties applying to the type of waste involved.

The customer must not instruct us to dispose of controlled, hazardous, or specialist waste unless we have expressly agreed to do so and have the correct facilities, licensing arrangements, and disposal route. This includes, without limitation, biological contamination beyond ordinary domestic waste, chemicals, sharps, asbestos-related material, and regulated commercial waste. If we discover that a property contains waste requiring specialist handling, we may suspend work and advise the customer that additional arrangements are needed.

We may use cleaning agents and treatments that are suitable for the task and reasonably safe when used correctly. The customer must disclose pets, children, allergies, sensitivities, or known chemical issues before the service starts. Although we will take care to minimise environmental impact, we do not guarantee that every cleaning agent is free from fragrance or all allergenic properties. The customer should ventilate the area after cleaning where appropriate and follow any aftercare advice provided.

7. Title, Access, and Property Condition

The customer confirms that they have the authority to request the service and to permit us access to the relevant areas and items. If the property is leasehold, shared, managed, or occupied under another arrangement, the customer is responsible for obtaining any required permissions before the appointment. We will not be liable for disputes between occupiers, landlords, tenants, managing agents, or third parties arising from the booking, provided we acted on the customer’s instructions in good faith.

We are not responsible for moving large items unless agreed. Where furniture is moved, the customer should ensure that floors are suitable and that items are empty, stable, and safe to lift. We may refuse to move items that appear unsafe, broken, overly heavy, or likely to cause damage. Any pre-existing scratches, dents, stains, or marks should be reported before work begins so that any later comparison can be assessed fairly.

The customer acknowledges that carpet cleaning can reveal pre-existing damage or hidden issues such as worn backing, seam weakness, moth damage, dry rot, water ingress, or adhesive failure. Such findings do not amount to a breach of contract. We may pause the work and seek instructions if we encounter a condition that makes continued cleaning impractical or unsafe.

8. Complaints and Claims

If the customer is dissatisfied with any aspect of the service, they should raise the matter promptly so that we can inspect, assess, and, where appropriate, attempt a remedy. A complaint should include the nature of the issue, the date of service, and reasonable supporting information. We may request that the customer allows us an opportunity to revisit the property or to carry out a further treatment before any claim is considered fully resolved.

Complaints must be made in good faith and based on a genuine issue with the service provided. We will not accept claims that arise from misunderstanding, failure to provide accurate information, use of the area before drying has completed, or interference by third parties after completion. If a matter cannot be resolved informally, it may be dealt with under the governing law and jurisdiction set out below.

Nothing in this section reduces any statutory rights available to consumers under UK law. Where services are supplied to a consumer, those rights remain in addition to the contract terms set out here.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives the customer the right to bring proceedings in another UK court or requires another forum.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as severed to the minimum extent necessary, and the remainder will continue in full force. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions for Westminster Carpet Cleaners. These terms are designed to provide transparency and certainty for both parties, while allowing the service to be delivered safely, lawfully, and with reasonable care.