Carpet Cleaners Hackney Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Carpet Cleaners Hackney to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Company means Carpet Cleaners Hackney, the provider of cleaning services.

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

Services means carpet cleaning, upholstery cleaning, rug cleaning, stain removal and any other related services agreed between the Company and the Customer.

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

Technician means any employee, contractor or representative of the Company assigned to carry out the Services.

2. Scope of Services

The Company provides professional carpet and related cleaning services within its operational service areas. The exact Services to be provided will be agreed at the time of booking and confirmed in the booking confirmation. The Company reserves the right to refuse any job that falls outside its standard service offering or where conditions at the Premises make it unsafe or unsuitable to carry out the Services.

Any descriptions, quotations or estimates provided by the Company, whether verbally or in writing, are based on the information provided by the Customer and on standard conditions. If, upon arrival at the Premises, the Technician determines that the conditions differ materially from those described, the Company may adjust the price, modify the scope of work, or decline to carry out the Services.

3. Booking Process

Bookings for Services may be made through the Companys approved booking channels. At the time of booking, the Customer will be asked to provide accurate details including name, address of the Premises, type and size of areas to be cleaned, access information and any specific requirements.

The booking will be considered provisional until it is confirmed by the Company. Confirmation may be given in writing or verbally, depending on the booking method. The Company reserves the right to refuse or cancel a booking at its discretion, including where the Premises are outside the current service area or where the requested time is unavailable.

The Customer is responsible for ensuring that all information provided during the booking process is accurate and complete. Any changes to the booking, including date, time, location or required Services, must be communicated to the Company as soon as possible and may be subject to availability and additional charges.

4. Access to the Premises

The Customer must ensure that the Technician has safe and timely access to the Premises at the agreed appointment time. This includes providing any necessary keys, access codes, parking permissions or entry instructions.

If the Technician is unable to gain access to the Premises at the agreed time, or if there is a delay caused by access issues beyond the Technicians control, the Company may charge a call-out fee or treat the booking as a late cancellation in accordance with the cancellation policy below.

The Customer must ensure that the Premises are in a suitable condition for the Services to be carried out, including clearing floors of small items, securing valuables and providing adequate lighting and power.

5. Customer Obligations

The Customer agrees to:

Ensure that the Premises are safe for work, including notifying the Company of any health and safety risks, structural issues or hazards such as loose flooring, electrical risks or contamination.

Inform the Company of any pre-existing stains, damage, weak or worn areas of carpet, and any particularly delicate or high-value furnishings or surfaces.

Remove or safely secure personal items, valuables, fragile objects and small items from the areas to be cleaned prior to the appointment.

Provide access to water and electricity where reasonably required for the performance of the Services.

Refrain from walking on freshly cleaned carpets until they are sufficiently dry, and follow any aftercare advice or instructions provided by the Technician.

6. Payments and Pricing

All prices quoted are in pounds sterling and are inclusive or exclusive of VAT where stated. The Company reserves the right to adjust its prices from time to time. The applicable price will be confirmed at the time of booking and in the booking confirmation.

Payment terms will be communicated to the Customer at the time of booking. Unless otherwise agreed, payment is due on completion of the Services. The Company may require full or partial payment in advance, particularly for larger jobs, special offers or promotional rates.

The Company accepts payment by the methods specified in its booking communications. The Customer is responsible for ensuring that payment is made in full and on time. The Company reserves the right to apply reasonable charges for late payment and to withhold or suspend further Services until outstanding balances are settled.

If the scope of the Services changes during the appointment, for example due to additional areas being added or heavy staining requiring extra work, the price may be adjusted accordingly. Any such change will be discussed with the Customer before work continues.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by contacting the Company through the same method used to make the booking or through any other clearly notified communication channel.

Where possible, the Company requests a minimum of 24 hours notice for cancellations or rescheduling of standard bookings. For larger or specialist bookings, a longer notice period may be specified at the time of booking.

If the Customer cancels or reschedules with less than the required notice, the Company reserves the right to charge a cancellation fee. The amount of the fee will be disclosed in advance in the Companys standard charges or at the time of booking.

If the Technician arrives at the Premises and is unable to gain access, or if the Customer is not present where their presence is required, the appointment may be treated as a late cancellation and a fee may be charged.

The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including severe weather, illness, vehicle breakdown, or other operational issues. In such cases, the Company will inform the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any costs, losses or damages arising from such cancellation or rescheduling.

8. Service Quality and Complaints

The Company aims to provide services to a professional standard and to deliver satisfactory results based on the condition of the carpets and furnishings at the time of cleaning.

If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, and in any event within 48 hours of completion of the Services. The Customer should provide details of the issue and, where possible, photographic evidence.

Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy. The Companys obligation is limited to the reasonable cost of rectifying the service issue and does not extend to any indirect or consequential loss.

9. Limitations of Service

The Customer acknowledges that:

Complete stain removal is not guaranteed. Some stains, including those from certain dyes, chemicals, or long-standing contamination, may be permanent.

Odour removal may be limited where the source of the odour is deep within underlay, flooring or structural materials beyond the reach of standard cleaning processes.

Existing wear, discolouration, fading, and damage may be more visible after cleaning.

The Company will use its professional judgement to select appropriate cleaning methods and products, but cannot guarantee that all issues will be fully resolved.

10. Liability

The Company will exercise reasonable care and skill in the performance of the Services. However, the Companys liability is subject to the limitations set out in this section.

The Company will not be liable for any pre-existing damage, defects or conditions at the Premises or in the carpets, rugs, upholstery or furnishings that are cleaned. This includes but is not limited to loose seams, weakened fibres, colour loss due to prior cleaning or sunlight, shrinkage from previous water exposure, or damage resulting from the use of incompatible cleaning products in the past.

The Customer is responsible for notifying the Company of any items of particular value, sensitivity or fragility. The Companys liability for any damage to such items, where liability is accepted, will not exceed their fair repair or replacement cost, subject to wear and age.

To the fullest extent permitted by law, the Company will not be liable for any indirect, consequential or special loss, including loss of profit, loss of business, loss of use, or loss of opportunity, arising from or in connection with the Services or these Terms and Conditions.

Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

11. Waste Handling and Environmental Regulations

The Company will handle and dispose of any waste arising from the provision of the Services in accordance with applicable UK waste and environmental regulations. This may include the collection of spent cleaning solutions, contaminated water, and other materials generated during the cleaning process.

Where waste is removed from the Premises by the Company, it will be transported and disposed of in compliance with relevant laws and guidance. The Customer agrees not to request or require the Company to dispose of waste in any unlawful manner, including pouring contaminated liquids into inappropriate drainage systems or disposing of solid waste outside designated receptacles.

The Customer is responsible for the proper disposal of any waste not generated by the Companys Services, including general household or commercial waste present at the Premises before or after the appointment.

The Company will use cleaning agents and methods that are suitable for the job and, where reasonably practicable, will select products with appropriate environmental and safety profiles. Safety data sheets for chemicals used in the course of Services are available upon request.

12. Health and Safety

The Company is committed to maintaining high standards of health and safety in the delivery of its Services. Technicians are instructed to follow relevant safety procedures and to use equipment and chemicals in a safe and controlled manner.

The Customer must not ask or require the Technician to undertake any task that is unsafe, unlawful or outside the normal scope of cleaning services. The Technician may refuse to carry out any activity they consider unsafe or inappropriate.

It is the Customers responsibility to keep children, pets and other persons away from work areas during and immediately after the cleaning process, particularly while machinery, cables, hoses and wet surfaces are present.

13. Insurance

The Company maintains appropriate insurance cover for its activities, including public liability insurance, in accordance with industry standards. Evidence of insurance can be provided upon reasonable request by the Customer.

The existence of insurance does not extend or increase the Companys liability beyond the terms set out in these Terms and Conditions or any applicable policy terms.

14. Privacy and Data Protection

The Company collects and processes personal data provided by the Customer in order to manage bookings, deliver Services, collect payments and communicate regarding appointments and related matters.

The Company will process personal data in accordance with applicable UK data protection laws. Personal information will not be sold to third parties. Data may be shared with service providers or partners where necessary to deliver the Services, process payments or meet legal obligations.

Customers have rights in relation to their personal data, including rights of access and correction, subject to legal limitations. Further details are available upon request.

15. Changes to Terms and Conditions

The Company may amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or the Companys operations. The updated version will take effect when made available by the Company.

For existing bookings, the Terms and Conditions in force at the time of booking will usually apply, unless a change is required by law or with the Customers consent.

16. 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, whether contractual or non-contractual, 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 their subject matter or formation.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

18. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any agreed variations, constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede all previous agreements, understandings or arrangements, whether written or oral.

No waiver of any provision of these Terms and Conditions shall be effective unless it is expressly stated in writing and signed or clearly agreed by the Company.