Colliers Wood Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Colliers Wood Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By making a booking with us, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or business that books and pays for the services.
Company means Colliers Wood Carpet Cleaners, the provider of the services.
Services means carpet cleaning, upholstery cleaning and any other cleaning or related work carried out by the Company as agreed with the Customer.
Premises means the property, whether residential or commercial, where the Services are to be carried out.
Booking means a confirmed request for Services made by the Customer and accepted by the Company.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and associated services within its designated service area. The specific Services, including the number of rooms, areas or items to be cleaned, are as described at the time of Booking and confirmed by the Company.
The Company reserves the right to refuse to provide Services where it is unsafe, impractical, unlawful or outside the reasonable capability of the Company, including where access is restricted or the condition of the Premises or items to be cleaned poses a health or safety risk.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted communication channels as notified from time to time. A Booking is not confirmed until it has been acknowledged and accepted by the Company.
3.2 When making a Booking, the Customer must provide accurate information, including but not limited to:
a. Full address of the Premises
b. Type of property and access information
c. Areas, rooms and items to be cleaned
d. Parking availability or restrictions
e. Any known stains, damage, delicate materials or special requirements.
3.3 The Company may ask additional questions or request photographs to assess the scope of work. The quoted price and estimated duration of the Services are based on the information supplied by the Customer at the time of Booking.
3.4 If, on arrival, the Premises or work required materially differs from the description given at the time of Booking, the Company may adjust the price, amend the scope of Services, or decline to carry out part or all of the work. Any additional charges will be agreed with the Customer before proceeding.
4. Access and Customer Responsibilities
4.1 The Customer is responsible for providing the Company with safe and reasonable access to the Premises at the agreed time.
4.2 The Customer must ensure that:
a. The Premises are accessible, with any keys, entry codes or permits arranged in advance.
b. Parking is available or relevant permits or payments are arranged. Any parking costs or fines incurred as a direct result of inaccurate or incomplete information provided by the Customer may be added to the final invoice.
c. The areas to be cleaned are reasonably clear of personal items, small furniture and breakables, unless otherwise agreed.
4.3 The Company will not move heavy, fragile or valuable items such as large furniture, antiques or electronic equipment unless specifically agreed and only where it is safe to do so. The Customer is responsible for moving such items prior to the appointment if they require cleaning underneath or behind them.
5. Pricing, Estimates and Quotes
5.1 Prices are usually provided as fixed quotes based on the information supplied, or as estimates where the exact scope cannot be determined in advance.
5.2 The Company reserves the right to vary prices where additional work is required that could not reasonably have been foreseen at the time of Booking, including but not limited to:
a. Heavily soiled carpets or upholstery
b. Extensive staining or odour issues
c. Additional rooms, areas, items or treatments requested on the day.
5.3 All prices are stated in pounds sterling. Any applicable taxes will be included in the quoted price unless expressly stated otherwise.
6. Payments and Deposits
6.1 The Company may require a deposit to secure a Booking, particularly for larger jobs or commercial appointments. The deposit amount and due date will be confirmed at the time of Booking.
6.2 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the Services at the Premises. For commercial Customers, alternative payment terms may be agreed in advance.
6.3 Payment methods accepted by the Company will be notified to the Customer prior to or at the time of Booking. The Customer must ensure that they are able to make payment via one of the accepted methods.
6.4 Where payment is not made at the time it falls due, the Company reserves the right to charge reasonable late payment fees and, for commercial Customers, interest on overdue sums in accordance with applicable UK law.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or request to reschedule a Booking by providing notice to the Company.
7.2 The Company may apply the following cancellation terms, which will be confirmed to the Customer at the time of Booking:
a. Cancellation or rescheduling with more than 48 hours notice before the scheduled start time may be permitted without charge.
b. Cancellation or rescheduling with less than 48 hours but more than 24 hours notice may incur a reasonable administration or late change fee, which may include retention of part of any deposit paid.
c. Cancellation with less than 24 hours notice, or failure to provide access to the Premises at the agreed time, may result in the full quoted fee or a substantial portion of it becoming payable to cover costs and lost time.
7.3 The Company will make reasonable efforts to accommodate rescheduling requests but does not guarantee availability for alternative dates or times.
7.4 The Company reserves the right to cancel or postpone a Booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, staff illness, equipment failure or access issues not caused by the Customer. In such cases, the Company will offer to reschedule the Booking as soon as reasonably practicable. If the Customer does not wish to reschedule, any deposit already paid for that appointment will be refunded.
8. Condition of Carpets and Upholstery
8.1 The Customer acknowledges that certain stains, odours or wear may be permanent and that the Company cannot guarantee complete stain removal or restoration of items to new condition.
8.2 The Company will select appropriate cleaning methods and products for the type of carpet or fabric, based on information provided and professional assessment. The Customer must inform the Company of any known issues, previous damage, colour instability, previous cleaning treatments or manufacturer warnings.
8.3 Any pre-existing damage, such as fraying, fading, shrinkage, loose seams, sun damage, weak fibres or unstable dyes, will not be the responsibility of the Company. The Company may photograph or note such issues before commencing work.
9. Customer Property and Safety
9.1 The Customer is responsible for securing all valuables, personal items and confidential materials before the Services commence.
9.2 The Customer must keep children, pets and other occupants away from equipment, cleaning products, hoses, electrical leads and wet surfaces during and immediately after the cleaning process to ensure safety and prevent accidents.
9.3 The Company will take reasonable care when carrying out the Services, but shall not be liable for any injury or damage arising from failure by the Customer or other occupants to follow safety instructions or warnings.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of waste arising directly from the Services in accordance with applicable UK waste and environmental regulations.
10.2 Any waste generated during the cleaning process, such as dirty water extracted from carpets or upholstery, will be managed and discharged using lawful methods. Where disposal must occur at the Premises, this will be done through appropriate facilities, such as suitable drains, and always in compliance with local and national rules.
10.3 The Company will not remove household rubbish, bulky waste or items that are not directly related to the cleaning Services, unless expressly agreed in advance and permitted by law.
10.4 Hazardous materials, including but not limited to clinical waste, sharp objects, chemical residues or substances requiring specialist disposal, are outside the scope of the Services. If such materials are encountered, the Company may suspend work and advise the Customer to arrange appropriate specialist disposal.
11. Liability and Limitations
11.1 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable UK law.
11.2 Subject to clause 11.1, the Company’s liability for any loss or damage arising out of or in connection with the Services shall be limited to the lesser of:
a. The cost of re performing the affected Services; or
b. The total price paid or payable by the Customer for the Booking in question.
11.3 The Company shall not be liable for:
a. Any indirect or consequential loss, including loss of profits, revenue, business, contracts or anticipated savings.
b. Any loss or damage arising from inaccurate, incomplete or misleading information provided by the Customer.
c. Any damage to items that were already worn, weakened, faded, stained or otherwise in poor condition prior to the Services.
d. Any issues arising from the failure of the Customer to follow aftercare instructions, including walking on wet carpets or placing furniture before recommended drying times.
11.4 The Customer must inspect the work, so far as is reasonably practicable, at the time of completion. Any concerns or complaints should be raised with the Company within a reasonable time, and in any event no later than 48 hours from completion of the Services, so that the Company has an opportunity to inspect and, where appropriate, rectify the issue.
12. Insurance
The Company maintains insurance cover appropriate for the nature of its business. Details of insurance cover can be provided upon reasonable request. Insurance is subject to the terms, conditions and exclusions of the relevant policy.
13. Complaints and Dispute Resolution
13.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied for any reason, they should contact the Company as soon as possible with details of the issue.
13.2 The Company will investigate complaints and, where appropriate, may offer to revisit the Premises to inspect or re perform part of the Services. Any such revisit will be arranged at a mutually convenient time.
13.3 If a dispute cannot be resolved informally, the parties may consider mediation or other forms of alternative dispute resolution before commencing legal proceedings, although this is not a requirement.
14. Force Majeure
The Company shall not be liable for any delay in performing, or failure to perform, any of its obligations under these Terms and Conditions if such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, accidents, transport disruptions, public health emergencies, acts of government or other similar events.
15. Personal Data
The Company will collect and use personal data provided by the Customer, such as contact details and address information, for the purposes of administering Bookings, providing the Services and managing customer relationships. Personal data will be handled in accordance with applicable UK data protection laws.
16. Amendments to 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 Booking will apply to that Booking. Customers are encouraged to review the Terms and Conditions prior to each Booking.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, 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 out of or in connection with these Terms and Conditions or the Services provided by the Company.
18. Entire Agreement
These Terms and Conditions, together with any written confirmation of Booking and any additional terms agreed in writing between the Company and the Customer, constitute the entire agreement between the parties relating to the provision of the Services and supersede all previous understandings, agreements or representations, whether oral or written.
By confirming a Booking with Colliers Wood Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.