Colliers Wood Carpet Cleaning Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, rug, upholstery and related cleaning services by Colliers Wood Carpet Cleaning to residential and commercial customers. By making a booking, using our services or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

Definitions

In these Terms and Conditions, the following definitions apply:

Company means Colliers Wood Carpet Cleaning.

Customer means any individual, business or organisation that books or receives services from the Company.

Services means any carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy cleaning, or related services provided by the Company.

Premises means the property or location where the Services are to be carried out.

Operative means an employee, contractor or representative of the Company who performs the Services.

Scope of Services

The Company provides professional carpet and soft furnishing cleaning and related services within its operational service area. The exact scope of work for each booking will be agreed with the Customer at the time of booking, based on information provided by the Customer regarding the Premises, areas to be cleaned and any particular requirements.

The Company reserves the right to refuse, postpone or cancel Services if the Premises are unsafe, inaccessible, or if the information provided at the time of booking is materially inaccurate or incomplete.

Booking Process

Bookings may be requested by the Customer through the Companys designated booking channels. The Customer must provide accurate and up-to-date details, including the address of the Premises, access information, type and approximate size of areas or items to be cleaned, and any known issues such as severe staining, pet damage or previous treatments.

A booking is not confirmed until the Company has acknowledged the request and provided confirmation of the appointment date, approximate arrival time and any applicable charges. The Company may require additional information or clarification before confirming a booking.

Where a written or verbal quotation is given based on information supplied by the Customer, that quotation is an estimate only and may be subject to adjustment if the actual condition or size of the items or areas to be cleaned differs from the description provided. The Company will inform the Customer of any change in price before commencing work.

The Customer is responsible for ensuring there is suitable parking or lawful stopping space for the Operatives vehicle near the Premises at the agreed time. Any additional costs incurred for parking or access charges may be added to the final invoice.

Access to the Premises

The Customer must ensure that Operatives are provided with safe and reasonable access to the Premises at the agreed appointment time. This includes access to electricity, running water and, where relevant, adequate lighting and ventilation.

If the Customer is not present at the Premises, arrangements must be made in advance for keys or access codes. The Company accepts no liability for delays or non-completion of Services caused by the Customers failure to provide access.

Where access cannot be gained or the appointment cannot proceed due to the Customers actions or omissions, the Company may treat this as a late cancellation and charge a cancellation fee in accordance with the cancellation terms below.

Customer Obligations Before Cleaning

The Customer is responsible for ensuring that all small items, fragile objects, personal belongings and valuables are safely stored away from the areas to be cleaned before the Operatives arrive. The Company will not be responsible for moving heavy furniture or large items unless expressly agreed in advance.

The Customer should vacuum carpets where reasonably possible and inform the Company of any pre-existing damage, loose fittings, unstable furniture, or known issues such as colour instability, shrinkage history or previous use of unsuitable cleaning products.

The Customer must inform the Operatives of any alarm systems, security devices or restrictions on the use of certain entrances, lifts or communal areas.

Pricing and Payment Terms

Prices for Services are generally quoted per room, per item or per job, as notified at the time of booking. The Company reserves the right to amend prices in the event of misdescription or where the actual work required differs substantially from the Customers initial description.

Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept various payment methods, which will be confirmed at the time of booking or at the Premises.

For certain bookings, including larger commercial work or multiple-property jobs, the Company may require a deposit or part payment in advance. Deposits are normally non-refundable once the booking is confirmed, except where the Company cancels the booking without offering a reasonable alternative appointment.

If payment is not received when due, the Company reserves the right to charge interest on the overdue amount at the statutory rate allowable under UK law, and to recover any reasonable costs incurred in pursuing late payments, including collection and legal costs.

Cancellations and Rescheduling

The Customer may cancel or reschedule a confirmed booking by providing notice to the Company. The following terms will generally apply unless otherwise agreed in writing:

If the Customer cancels or reschedules more than 48 hours before the scheduled appointment time, no cancellation fee will normally be charged.

If the Customer cancels or reschedules within 24 to 48 hours of the appointment time, the Company may charge a partial cancellation fee to cover allocated time and resources.

If the Customer cancels on the same day as the appointment, fails to provide access, or the Operatives are unable to carry out the work due to the Customers actions or omissions, the Company may charge up to the full quoted price.

The Company may, on occasion, be required to cancel or reschedule an appointment due to circumstances beyond its reasonable control, such as severe weather, traffic disruption, staff illness or equipment failure. In such cases, the Company will endeavour to offer an alternative appointment at the earliest convenient time and will not be liable for any consequential loss suffered by the Customer.

Service Limitations and Results

The Company will exercise reasonable care and skill in providing the Services, using appropriate cleaning methods and products for the materials and conditions encountered. However, the Customer acknowledges that:

Some stains, odours or damage may be permanent and cannot be fully removed, even with professional treatment.

Pre-existing wear, fading, discolouration, shrinkage or other defects may become more visible after cleaning.

Drying times can vary depending on ventilation, temperature and material type, and the Company cannot guarantee exact drying times.

The Company does not guarantee specific cosmetic results and shall not be held liable where expectations are based on assumptions rather than the professional opinion of the Operatives.

The Customer agrees to follow any aftercare instructions provided by the Operatives, including guidance on ventilation, use of fans, avoidance of walking on damp carpets, and protection of cleaned items from re-soiling.

Damage and Liability

The Company will take reasonable precautions to protect the Customers property and belongings while carrying out the Services. If any damage is caused directly by the negligence or misconduct of an Operative, the Customer must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the Services.

The Customer must provide reasonable access and cooperation to allow the Company to inspect and, where appropriate, arrange repair or replacement of damaged items. The Company reserves the right to use its own contractors or suppliers to carry out any remedial work.

The Companys liability, whether in contract, tort or otherwise, shall be limited to the value of the Services provided or the reasonable cost of repair or replacement of the damaged item, whichever is lower. The Company will not be liable for:

Any pre-existing damage, defects or deterioration to carpets, fabrics or property.

Damage resulting from inaccurate information provided by the Customer, including undisclosed previous cleaning treatments or use of unsuitable products.

Any indirect or consequential loss, including loss of profit, loss of opportunity, loss of enjoyment or other similar claims.

Minor cosmetic issues, such as loose threads, pre-loosened seams or colour variation that may become apparent after cleaning.

Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

Customer Responsibilities During and After Service

The Customer must ensure that children, pets and vulnerable individuals are kept at a safe distance from the work areas and cleaning equipment while Services are being carried out and while carpets or upholstery remain damp.

The Customer should avoid stepping on damp carpets or placing items on them until they are sufficiently dry, in order to reduce the risk of slips, re-soiling, staining or damage to both the flooring and personal property.

The Customer is responsible for ensuring adequate ventilation during and after the cleaning process to support reasonable drying times and the dissipation of any residual odours from cleaning agents.

Waste Handling and Environmental Regulations

The Company is committed to complying with applicable UK regulations relating to waste management and environmental protection. Used cleaning solutions, waste water and any removed residues will be handled in a manner intended to minimise environmental impact and comply with local waste disposal requirements.

The Company will not remove or dispose of hazardous waste, building rubble, sharp objects, clinical waste, or any materials classified as controlled or special waste. The Customer is responsible for ensuring that such items are not present in the areas to be cleaned, or that they are clearly identified and removed before the Operatives begin work.

Where the Company is required to remove limited non-hazardous waste directly arising from the cleaning process, this will be disposed of in accordance with relevant regulations and industry practice.

Health and Safety

The Company will take reasonable steps to ensure that cleaning agents and equipment are used safely and appropriately. Safety Data information for products used is available upon reasonable request.

If the Customer has concerns about allergies, sensitivities or specific health conditions, they must inform the Company before the start of the Services so that suitable products and methods can be considered where possible.

The Customer must not obstruct safety exits, tamper with equipment, or interfere with Operatives while they are performing the Services. If the Premises present a serious health or safety risk, the Operatives may suspend or cancel the work, and the Company may charge a cancellation fee in line with these Terms and Conditions.

Complaints and Service Issues

If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within 48 hours of completion. The Company will make reasonable efforts to investigate and, where appropriate, offer a re-visit or remedial work at the Premises.

Complaints made outside the stated time frame may limit the Companys ability to inspect and address any concerns and may therefore affect the range of remedies that can be offered.

Any agreed remedy will be in full and final settlement of the Customers claim in relation to the specific issue raised, unless otherwise required by law.

Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay arises from events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, accidents, traffic disruptions, strikes, lockouts, war, acts of terrorism, or interruption of utilities.

In such circumstances, the Company may suspend or reschedule the Services without liability for any resulting loss suffered by the Customer.

Data Protection and Privacy

The Company may collect and process personal data from the Customer for the purposes of managing bookings, providing Services, handling payments, and fulfilling legal or regulatory obligations. The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom.

The Customer is responsible for ensuring that any personal data they provide on behalf of another person has been provided with that persons knowledge and consent, where required by law.

Variations to Terms and Conditions

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 the Customers booking will apply to that booking, unless a change is required by law or regulatory guidance.

Any variation to these Terms and Conditions requested by the Customer will only be effective if expressly agreed in writing by an authorised representative of the Company.

Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

The parties irrevocably agree that 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 their subject matter or formation.

Severability

If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

Entire Agreement

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of Services and supersede any prior discussions, correspondence, understandings or agreements between the parties relating to the same subject matter.

By proceeding with a booking and allowing the Services to be carried out, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.