Carpet Cleaners Highbury Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Highbury provides professional cleaning services to residential and commercial customers in Highbury and surrounding areas. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below.

Company means Carpet Cleaners Highbury, the cleaning service provider.

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

Services means any carpet, upholstery, rug, mattress, curtain or related cleaning services provided by the Company, as well as any additional services agreed in writing.

Premises means the property or location 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 cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related treatments. The exact scope of work, including specific rooms, items or areas to be cleaned, will be agreed at the time of booking.

The Company reserves the right to decline or modify any service request where the work falls outside of its usual scope, involves unsafe conditions, or would breach any applicable law or regulation.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s approved communication channels. The Customer must provide accurate information about the Premises, the type of items to be cleaned, their approximate sizes and conditions, access arrangements and any parking or building restrictions.

3.2 A Booking is only considered confirmed when the Company has accepted the request and provided a date and time for the appointment. The Company may require a deposit or partial payment to secure the Booking. Any such requirement will be communicated at the time of booking.

3.3 The Customer is responsible for ensuring that authorised access to the Premises is available at the agreed time. Failure to provide access may be treated as a late cancellation and may incur a fee.

3.4 The Company aims to arrive at the agreed time but reserves a reasonable window for arrival, to allow for traffic or factors beyond its control. If there is a significant anticipated delay, the Company will use reasonable efforts to inform the Customer and agree on a revised time where possible.

4. Customer Responsibilities

4.1 The Customer must ensure that the Premises are safe and accessible for the Company’s operatives. This includes providing clear access to the areas to be cleaned and notifying the Company of any relevant health and safety concerns.

4.2 The Customer is responsible for moving fragile, valuable or easily damaged items from the areas to be cleaned prior to the arrival of the Company’s operatives. The Company will not be responsible for normal household items left in place where reasonable care is taken.

4.3 The Customer must inform the Company of any pre-existing damage, heavy staining, wear, colour fading, loose seams, shrinkage risk, or specific fibre or fabric sensitivities relating to carpets, rugs or upholstery to be cleaned.

4.4 The Customer is responsible for securing pets and for ensuring that children or other vulnerable persons are kept away from equipment, cleaning solutions and work areas during the Service.

5. Pricing and Quotations

5.1 Prices may be provided as fixed quotes or estimates, depending on the information supplied by the Customer. All prices are based on the description of the Premises and items to be cleaned as supplied at the time of booking.

5.2 If, upon arrival, the Company finds that the condition or size of the items or areas to be cleaned has been materially misdescribed, or that additional work is requested, the Company reserves the right to revise the price accordingly. Any revised price will be agreed with the Customer before work continues.

5.3 Unless stated otherwise, all prices are quoted in pounds sterling. Any applicable taxes will be included or shown clearly as required by law.

6. Payments

6.1 Payment is due in full upon completion of the Services unless otherwise agreed in writing prior to the appointment. The Company may accept various payment methods, which will be confirmed during booking.

6.2 Where a deposit is required to secure a Booking, this will be applied to the final invoice. Deposits may be non-refundable in the event of late cancellation, as described in the cancellation section below.

6.3 For business or account customers, alternative payment terms may be agreed in writing. If payment is not received by the agreed due date, the Company reserves the right to charge interest on overdue amounts and to suspend or cancel further Services until payment is made in full.

6.4 The Customer is responsible for all charges associated with their chosen payment method, including any bank transfer fees.

7. Cancellations and Rescheduling

7.1 The Customer may cancel or request to reschedule a Booking by giving the Company appropriate notice. The minimum notice period for standard bookings is 24 hours before the scheduled start time, unless otherwise agreed in writing.

7.2 Where the Customer gives less than 24 hours notice of cancellation or rescheduling, the Company reserves the right to charge a cancellation fee. This may be up to the value of the deposit or a reasonable proportion of the service cost to cover administration and lost allocation of time.

7.3 If the Company is unable to attend a Booking due to circumstances beyond its reasonable control, such as severe weather, traffic incidents, equipment failure or staff illness, it will use reasonable efforts to notify the Customer and offer an alternative appointment time. The Company will not be liable for any indirect losses arising from such rescheduling.

7.4 Where access cannot be gained to the Premises at the agreed time, or where the Customer fails to attend to provide access, this may be treated as a late cancellation and a fee may be charged.

8. Changes to Bookings

8.1 The Customer may request changes to the scope of Services, date, or time of the Booking. All changes are subject to the Company’s availability and may result in adjustments to the price.

8.2 Any agreed changes will be confirmed by the Company through the same communication channel used for the original Booking, or another method agreed with the Customer.

9. Service Limitations and Results

9.1 The Company will exercise reasonable skill and care in providing the Services and will use products and methods suitable for the items and fabrics being treated, based on the information available and any manufacturer guidelines where provided.

9.2 While the Company aims to achieve high quality results, it cannot guarantee the complete removal of all stains, odours, marks or wear, particularly where they are old, set, caused by substances that permanently alter fabrics, or where previous cleaning attempts have affected the fibres.

9.3 Certain fabrics and materials may be prone to shrinkage, colour run, distortion or other changes as a result of cleaning processes. The Company will take reasonable steps to identify and reduce such risks, but cannot be held responsible for inherent defects, pre-existing damage, or any outcome that could not reasonably be foreseen.

10. Liability and Insurance

10.1 The Company holds appropriate insurance cover for the Services it provides. Details of cover can be made available on request.

10.2 The Company will not be liable for any loss or damage arising from inaccurate information provided by the Customer, failure to disclose relevant conditions of the Premises or items to be cleaned, or the Customer’s failure to comply with these Terms and Conditions.

10.3 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of use, or loss of opportunity, arising out of or in connection with the Services.

10.4 The Company’s total liability for direct loss or damage arising from its Services, whether in contract, tort or otherwise, shall be limited to the value of the relevant Booking or to the limits of its insurance cover, whichever is greater, except where such limitation is not permitted by law.

10.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by negligence, for fraud, or for any other matter where liability cannot lawfully be excluded or limited.

11. Waste and Environmental Regulations

11.1 The Company will comply with applicable waste and environmental regulations relevant to the provision of cleaning services. Used cleaning solutions, collected residues and other waste generated during the Services will be handled in a lawful and responsible manner.

11.2 The Customer is responsible for the disposal of any household, commercial or hazardous waste present at the Premises that is not directly generated by the Company’s cleaning process. The Company does not provide general waste removal or disposal services unless expressly agreed in writing.

11.3 Where the Company agrees to remove or transport waste arising from its Services, it will do so in line with current regulations and industry standards. The Customer agrees not to request or require the Company to dispose of any prohibited or hazardous materials outside lawful channels.

12. Health, Safety and Access

12.1 The Company will take reasonable steps to ensure that all Services are carried out safely and in accordance with relevant health and safety regulations.

12.2 The Customer must inform the Company of any known hazards at the Premises, including structural issues, exposed wiring, slippery surfaces, or any other condition that may pose a risk to operatives or others.

12.3 The Customer must provide adequate lighting, electricity and water supply at the Premises for the duration of the Services, unless alternative arrangements are agreed in advance.

12.4 If the Company considers that the Premises are unsafe or unsuitable for the provision of Services, it may suspend or cancel the Booking, and may charge a reasonable fee for attendance and any time spent.

13. Complaints and Service Issues

13.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably possible, providing details and, where relevant, photographs of the issue.

13.2 The Company will investigate complaints in a fair and timely manner and may request access to the Premises to inspect the work. Where a complaint is justified, the Company may, at its discretion, offer to re-clean affected areas, provide a partial refund, or take other appropriate corrective action.

13.3 Complaints raised more than 48 hours after completion of the Services may be more difficult to assess, and the Company’s ability to offer remedies may be limited.

14. Privacy and Data Protection

14.1 The Company will collect and use personal data about the Customer only as necessary to arrange and provide the Services, manage Bookings, process payments, and handle any queries or complaints.

14.2 The Company will take reasonable measures to protect the Customer’s personal data and will not share it with third parties except where required to provide the Services, to comply with legal obligations, or with the Customer’s consent.

15. Amendments to these Terms

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory requirements, or its business practices.

15.2 The version of the Terms and Conditions in force at the time of your Booking will apply to that specific Booking. Updated terms will apply to new Bookings made after the date the changes take effect.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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.

17. Severability

17.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the Terms and Conditions.

18. Entire Agreement

18.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.