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 operating area in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Waterloo Carpet Cleaning.
Please read these Terms and Conditions carefully before making a booking. If you do not agree with any part of these terms, you should not use our services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the individual, business, landlord, tenant, managing agent or organisation requesting and paying for the services.
Company, we, us or our means Waterloo Carpet Cleaning, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of soft furnishings, and any other related work agreed in writing between the Client and the Company.
Premises means the property or location where the services are to be carried out.
Booking means a confirmed appointment for services made by the Client and accepted by the Company.
2. Service Area
Waterloo Carpet Cleaning provides services within its designated operating area in the United Kingdom. Acceptance of a booking is subject to confirmation that the Premises fall within our service area. We may refuse or cancel bookings where travel distance, access, or logistical constraints mean services cannot reasonably be provided.
Any reference to local areas in promotional materials is illustrative only and does not create a guarantee of service coverage for any particular street or building.
3. Booking Process
Bookings may be requested by the Client via our website booking form or other approved channels. A booking is not confirmed until it has been acknowledged and accepted by the Company. We reserve the right to decline any booking request without providing a reason.
When making a booking, the Client must provide accurate and complete information, including the address of the Premises, type and size of areas to be cleaned, parking availability, access information, and any special requirements or known issues, such as heavy soiling, pet contamination, or previous water damage.
The Company may provide an initial quotation based on information supplied by the Client. This quotation is an estimate only and is subject to change if, on arrival, the actual condition or size of the items to be cleaned differs from the description provided, or if additional services are requested.
The Client is responsible for ensuring that a responsible adult is present at the Premises throughout the appointment, unless otherwise agreed in advance in writing.
4. Access, Parking and Utilities
The Client must provide safe, reasonable access to the Premises at the agreed appointment time. If access is delayed, restricted or denied, the Company may charge a call-out fee or treat the appointment as a late cancellation.
The Client is responsible for ensuring suitable parking is available for the cleaning vehicle, including obtaining any visitor permits or authorisations. Any parking charges or fines incurred as a direct result of inaccurate information or failure to provide appropriate parking arrangements may be charged to the Client.
The Client must ensure that the Premises have functioning electricity and water supply for the duration of the visit. If services cannot be carried out due to lack of utilities, this may be treated as a late cancellation and charges may apply.
5. Client Preparation Responsibilities
Before the technician arrives, the Client should:
Move small and easily movable items of furniture and personal belongings from the areas to be cleaned where reasonably possible.
Remove fragile items, valuables and breakables from surfaces and the floors.
Inform the Company in advance of any existing damage, stains, loose fittings, or delicate fibres or fabrics that may require special care.
The Company does not undertake to move heavy furniture, large appliances or items that could pose a risk of damage or injury. If such items are not moved prior to the visit, the Company may clean around them only.
6. Pricing and Quotations
All prices are stated in pounds sterling and, unless otherwise specified, are inclusive of applicable taxes. Quotations are based on the information supplied by the Client and on standard levels of soiling.
The Company reserves the right to adjust the final price if:
The actual size or number of items to be cleaned differs from that described at the time of booking.
The level of soiling, staining or contamination is heavier than reasonably anticipated.
Additional services are requested by the Client during the visit.
Any price adjustment will be discussed with the Client before work proceeds beyond the scope of the original quotation.
7. Payments and Invoicing
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in advance, payment is due on completion of the services on the day of the visit.
The Company may accept various forms of payment, which will be specified in our booking confirmation or on our invoice. The Client agrees to pay all charges in full and without set-off, deduction or delay.
For commercial clients or managing agents, different payment terms may be agreed in writing. Invoices are payable by the due date stated on the invoice. The Company reserves the right to charge interest and administrative costs on overdue amounts in accordance with applicable UK legislation on late payment.
8. Deposits and Prepayments
The Company may require a deposit or full prepayment for certain bookings, including but not limited to larger jobs, end of tenancy cleaning, or appointments scheduled during peak periods. Any such requirement will be communicated at the time of booking.
Deposits and prepayments are held against the cost of the services and are subject to the cancellation terms set out in these Terms and Conditions.
9. Cancellations, Rescheduling and No-Show
If the Client wishes to cancel or reschedule a booking, they must provide as much notice as reasonably possible. Specific notice periods and any applicable charges will be stated in the booking confirmation. As a general guideline:
Cancellations or rescheduling with more than 48 hours notice may be made without a cancellation fee, unless otherwise stated at the time of booking.
Cancellations or rescheduling with less than 48 hours notice may incur a cancellation fee, which may be up to a percentage of the quoted service price or the full deposit amount.
If the technician attends the Premises at the agreed time and is unable to gain access, or if the Client is not present and has not made prior arrangements for access, this may be treated as a no-show and a call-out or cancellation fee may be charged.
The Company reserves the right to cancel or reschedule appointments due to circumstances beyond its reasonable control, including but not limited to illness, severe weather, vehicle breakdown, or safety concerns. In such cases, the Company will offer the Client an alternative appointment but will not be liable for any resulting loss or inconvenience.
10. Service Quality and Limitations
The Company will exercise reasonable skill and care in the performance of the services. However, the Client acknowledges that:
Some stains, odours or wear damage may be permanent and cannot be fully removed by cleaning.
Results will vary depending on the age, type and condition of carpets, rugs and upholstery.
Colour fastness, shrinkage or texture changes can sometimes occur, particularly where fibres are old, previously damaged, or have been cleaned with unsuitable products in the past.
The Company does not guarantee the complete removal of all marks or stains, nor the restoration of items to a like-new condition.
The Client must follow any aftercare advice provided by the technician, including recommended drying times and ventilation requirements. The Company is not responsible for damage resulting from failure to follow such advice.
11. Damage, Liability and Insurance
The Company shall maintain appropriate insurance cover in respect of its business activities as required by UK law. While every care is taken when carrying out services, accidents and damage can occur.
The Client must report any alleged damage or issues arising from the services to the Company as soon as reasonably practicable, and in any event within 48 hours of the service being completed. The Client must give the Company a reasonable opportunity to inspect the alleged damage before any repair, replacement or disposal is undertaken.
To the fullest extent permitted by law:
The Company shall not be liable for pre-existing damage, wear, discolouration, loose fittings, or conditions that are not reasonably visible or disclosed at the time of service.
The Company shall not be liable for indirect, consequential or purely economic loss, including loss of rent, loss of business, or loss of use of the Premises.
The Company’s total aggregate liability arising out of or in connection with any single service visit shall be limited to the lower of the cost of the service provided for that visit or any amount actually recovered under the Company’s relevant insurance policy.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded under UK law.
12. Waste Handling and Environmental Compliance
The Company will handle and dispose of waste arising directly from its cleaning activities in compliance with applicable UK waste management and environmental regulations.
General waste generated during the service, such as used cleaning materials, will be managed in accordance with industry practice and relevant local requirements.
The Company is not responsible for removing large quantities of general household waste, construction debris, or items unrelated to the cleaning service. Where special or hazardous waste is present at the Premises, the Client must notify the Company in advance. The Company reserves the right to refuse to handle or remove any waste that falls outside its normal operations or licence conditions.
The Client agrees not to request or require the Company to dispose of any waste in a manner that would breach applicable waste regulations or environmental laws.
13. Health, Safety and Conduct
The Company is committed to maintaining safe working practices. The Client must ensure that the Premises are safe for staff to work in, including the absence of unreasonable hazards such as exposed wiring, aggressive animals, or unsafe flooring.
The Company reserves the right to withdraw its staff from the Premises if they encounter abusive behaviour, harassment, threats, or unsafe conditions. In such circumstances, the visit may be treated as a cancellation by the Client and relevant charges may apply.
14. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of the services, they should contact the Company as soon as possible, and in any event within 48 hours of completion of the service. The Company will investigate complaints and, where appropriate, offer a reasonable remedy, which may include a partial re-clean of affected areas or another proportionate solution.
Any re-clean or remedy offered is at the sole discretion of the Company and will take into account the age and condition of the items cleaned, the nature of the complaint, and whether the Client has complied with all preparation and aftercare instructions.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather, fire, flood, strikes, transport disruption, or public health emergencies.
16. Privacy and Data Protection
The Company will collect and process personal data necessary to manage bookings, provide services and issue invoices. Personal information will be handled in accordance with applicable UK data protection legislation. The Client is responsible for ensuring that any personal data they provide is accurate and up to date.
17. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or its services. The version in force at the time of your booking will apply to that booking. Continued use of the Company’s services after changes have been published will constitute acceptance of the updated Terms and Conditions.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, their subject matter or formation, 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 provision of services by Waterloo Carpet Cleaning.
By placing a booking with Waterloo Carpet Cleaning, you confirm that you have read, understood and agree to these Terms and Conditions.
