Westminster Carpet Cleaners Terms and Conditions

These Terms and Conditions govern the supply of professional carpet cleaning and related soft-furnishing cleaning services by Westminster Carpet Cleaners in the United Kingdom. By making a booking, confirming an appointment, or allowing service to begin, the customer agrees to be bound by these terms. These conditions are intended to set out clear expectations for service delivery, payment, cancellations, responsibility for property, and legal compliance. They apply to all standard domestic and commercial carpet cleaning appointments, unless a separate written agreement states otherwise.

For the purposes of these terms, “we”, “us”, and “our” refer to Westminster Carpet Cleaners, and “you” or “the customer” refers to the person, business, or organisation requesting the service. These terms apply whether the booking is made by telephone, email, online form, text message, or any other accepted method. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full force and effect.

We reserve the right to update or revise these terms from time to time. The version in force at the time of booking will apply to that service, unless a change in law requires immediate adjustment. Customers are encouraged to review the terms before confirming a booking. By proceeding with a booking, the customer confirms that they have read, understood, and accepted the applicable conditions.

1. Booking Process

All bookings for Westminster carpet cleaners services are subject to availability and acceptance by us. A request for service does not guarantee an appointment until it has been confirmed. We may request details such as the type and size of the area to be cleaned, the condition of the surfaces, access requirements, parking arrangements, and any special considerations that may affect the work. Accurate information helps us provide an appropriate quotation and schedule sufficient time for the appointment.

Once a quotation has been issued, it is based on the information provided by the customer at the time of enquiry. If the actual condition of the property, upholstery, carpet fibre, level of soiling, access, or room layout differs materially from the description provided, we may revise the quotation before work begins. Any change will be discussed with the customer where reasonably possible. If the revised price is not accepted, we may decline to proceed without liability for any resulting inconvenience.

Customers must ensure that the property is ready for cleaning at the agreed time. This includes providing reasonable access, moving small personal items where necessary, and notifying us of fragile objects, security systems, pets, or other hazards. If access is delayed or impossible due to circumstances within the customer’s control, we may treat the appointment as cancelled or charge a waiting fee where appropriate and lawful. The customer should also ensure that someone authorised to approve the work is present if decisions may need to be made on site.

2. Service Scope and Customer Responsibilities

Our services are delivered using professional cleaning methods intended to improve the appearance, hygiene, and freshness of carpets and similar floor coverings. However, results may vary depending on material type, prior treatment, age, wear, staining, water damage, or previous cleaning attempts. While we use reasonable skill and care, we do not guarantee the removal of every stain, odour, mark, or contamination. Some substances may be permanent or may reappear after drying due to wicking, fibre damage, or pre-existing conditions.

Customers are responsible for informing us, before work starts, of any special circumstances affecting the safe performance of the service. This includes hidden damage, loose seams, weak backing, colour instability, delicate fibres, underfloor heating, dampness, infestation, or electrical and structural risks. If we believe that the condition of an item or area makes cleaning unsafe or inappropriate, we may refuse part or all of the work. Where possible, we will explain the reason and suggest an alternative approach, but the final decision remains ours if health, safety, or property integrity is at risk.

The customer must remove cash, jewellery, important papers, medicines, and other valuable or sensitive items from areas to be cleaned. We are not responsible for items left in place, nor for damage caused by hidden objects not disclosed in advance. Where furniture must be moved, we may do so only if it is reasonably light and safe to handle. We are not required to move excessively heavy, fixed, fragile, or valuable items unless expressly agreed in writing. Any assistance provided with moving items is at the customer’s risk unless caused by our negligence.

3. Payments and Pricing

Prices may be quoted as fixed fees, estimates, or hourly/service-based charges, depending on the nature of the job. Unless stated otherwise, all prices are exclusive of any applicable taxes, which will be added where required by law. A quotation is valid for a reasonable period only and may be withdrawn or amended before acceptance. Once a booking is confirmed, the agreed price will normally apply unless the service scope changes or material information was omitted or misrepresented by the customer.

Payment is due in full upon completion of the service unless we have agreed alternative terms in writing in advance. We may accept payment by bank transfer, card, cash, or another approved method. For business customers or larger contracts, we may require a deposit, partial prepayment, or payment on invoice. If an invoice is issued, it must be paid by the stated due date. Late payments may incur statutory interest, debt recovery costs, or reasonable administrative charges to the extent permitted by applicable law.

We may suspend or refuse future bookings if a customer has outstanding balances, disputed charges made in bad faith, or a pattern of late payment. If payment is made by a third party, the customer remains responsible for ensuring the invoice is settled. Discounts, promotions, and special offers are discretionary and may be withdrawn at any time before booking confirmation. Any refund, adjustment, or partial waiver is granted without prejudice and does not waive our right to enforce these terms in future.

4. Cancellations, Rescheduling, and Access Issues

We understand that plans may change, and customers may request cancellation or rescheduling. To avoid charges, we ask for reasonable notice before the appointment time. If you cancel with insufficient notice, or fail to provide access on the agreed date and time, we may charge a cancellation fee to cover reserved time, travel, and preparation. The amount of any fee will be fair and proportionate to the loss incurred and will reflect the notice given and the circumstances of the booking.

If we need to cancel or reschedule due to illness, vehicle issues, adverse weather, supply problems, unsafe conditions, or other events beyond our reasonable control, we will contact the customer as soon as reasonably practicable and offer an alternative appointment. We will not be liable for indirect losses arising from such changes, provided we act reasonably and in good faith. Our responsibility is limited to re-performing the service at a new time or refunding any payment already made for undelivered work, where appropriate.

If a service cannot proceed because the premises are inaccessible, unsafe, unprepared, or materially different from what was described, we may charge for wasted travel or time, again only to the extent lawful and reasonable. This applies where the customer has not arranged entry, key collection, parking permission, or other essential arrangements. Where possible, we will attempt to contact the customer before making a cancellation decision, but we are not obliged to wait indefinitely if access cannot be secured.

5. Liability and Limitations

We will perform all services with reasonable care and skill. If we cause loss or damage through proven negligence, our liability will be limited to repairing the damage, replacing the affected item where appropriate, or paying compensation up to the amount reasonably necessary to address the direct loss. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

Subject to the above, we are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, inconvenience, or emotional distress. We are also not liable for pre-existing defects, normal wear and tear, hidden weaknesses, or damage arising from the inherent condition of the item being cleaned. Where a customer requests cleaning against our advice, or declines a precaution we recommend, any resulting deterioration is at the customer’s risk except to the extent caused by our negligence.

Customers should inspect completed work promptly and notify us of any concern within a reasonable period. Any claim for damage or inadequate service should be raised as soon as practicable, with supporting information where possible. We may request the opportunity to inspect the item or return to the premises before any liability is admitted. Failure to allow a reasonable opportunity to investigate may affect the outcome of a claim. Nothing in these terms limits statutory rights where the customer is a consumer and such rights cannot legally be excluded.

6. Waste Regulations, Safety, and Environmental Compliance

Westminster Carpet Cleaners operates in accordance with applicable UK waste, environmental, and health and safety requirements. Cleaning wastewater, extracted residues, contaminated materials, and any packaging or consumables used in the course of the service will be managed responsibly and disposed of in line with relevant legal obligations. We will not knowingly discharge waste in a manner that would breach sewer, environmental, or local waste disposal rules.

Where our work generates waste requiring special handling, we may decide the most appropriate method of containment, transport, and disposal. The customer agrees not to request or instruct us to dispose of prohibited substances, hazardous waste, needles, sharps, asbestos-related material, biological contamination, or any other regulated waste unless we have expressly agreed and are legally permitted to handle it. If such materials are discovered during the service, we may stop work and seek further instructions or refuse to proceed.

Customers must disclose any contamination, infestation, bodily fluids, chemical residues, mould, or other hazardous conditions before the appointment. Additional controls, protective equipment, or specialist treatment may be necessary, and extra charges may apply if the work remains lawful and feasible. We may decline services where the risk cannot be appropriately managed. The customer is responsible for ensuring that the premises comply with any relevant building management, tenancy, or site rules that affect waste handling or cleaning activities.

7. Ownership, Risk, and Customer Property

Risk in the items being cleaned remains with the customer at all times, except to the extent that loss or damage is caused by our negligence. Any cleaning solution, moisture, or mechanical action may affect materials differently, particularly where items are old, fragile, or previously damaged. We will take reasonable precautions, but the customer acknowledges that some level of residual moisture, odour change, or temporary appearance alteration may occur as part of the cleaning process.

Where furniture or belongings are moved by us with permission, we will take reasonable care, but we are not liable for scratches, marks, or movement-related damage unless caused by our failure to act with reasonable care and skill. We will not be liable for damage to items not suitable for movement or items that were unstable, poorly assembled, or already compromised. The customer should notify us of any item that should not be moved or treated.

Any goods, tools, or equipment left on the premises by us remain our property. The customer must not tamper with, use, or remove such items without consent. If the customer’s property is left unattended following completion, responsibility for securing it remains with the customer unless we have expressly agreed otherwise. We may retain lien rights over goods or materials only where permitted by law and only in relation to unpaid sums.

8. Complaints and Dispute Handling

We aim to resolve concerns fairly and efficiently. If you are dissatisfied with any aspect of the service, please raise the issue promptly so we can investigate. Where appropriate, we may offer a return visit, partial re-clean, price adjustment, or other reasonable remedy. Remedies will depend on the nature of the issue, the evidence available, and whether the concern relates to workmanship, access, material condition, or a circumstance outside our control.

If a dispute cannot be resolved informally, both parties agree to act reasonably and to attempt good-faith negotiation before starting formal proceedings. Nothing in this clause prevents either party from seeking urgent injunctive relief or taking steps necessary to preserve legal rights. The customer agrees to provide accurate information and cooperate with any reasonable investigation into the issue. False, exaggerated, or fraudulent claims may be challenged and may lead to recovery of our associated costs where lawful.

9. Governing Law

These terms 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 over any dispute, subject to any mandatory consumer rights or statutory protections that apply under UK law. If the customer is based elsewhere in the United Kingdom, these terms will still be read in a manner consistent with the applicable legal framework.

If any provision of these terms is held unlawful, invalid, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it lawful and enforceable, and the remainder of the terms will continue in full effect. No failure or delay by us in exercising any right shall operate as a waiver of that right. These terms constitute the full agreement between the customer and Westminster Carpet Cleaners regarding the subject matter described here.