Hampstead Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hampstead Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your appointment.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Customer means the individual or organisation booking the services of Hampstead Carpet Cleaners.
Company means Hampstead Carpet Cleaners, the provider of cleaning services.
Services means carpet cleaning and any additional cleaning services agreed in writing at the time of booking.
Premises means the property or properties where the Services are to be carried out.
Technician means an employee, subcontractor or representative of the Company assigned to carry out the Services.
2. Scope of Services
The Company provides domestic and commercial carpet cleaning and related services within its operational service area. The exact scope of the Services for each booking will be confirmed at the time of reservation and may include carpet cleaning, rug cleaning, upholstery cleaning and related treatments where agreed.
The Company will supply the necessary labour, cleaning equipment and products required to carry out the Services, unless otherwise agreed in advance. The Customer must ensure that there is adequate access, lighting, electricity and running water at the Premises for the duration of the visit.
3. Booking Process
Bookings may be made by the Customer via the Companys accepted communication methods. A booking is only considered confirmed when the Company has accepted the request and issued a booking confirmation. The Company reserves the right to refuse any booking request at its sole discretion.
At the time of booking, the Customer must provide accurate information about the Premises and the Services required, including the approximate size and number of rooms or items, type of flooring and any particular concerns such as heavy staining, odours, pet soiling or water damage. The Company relies on the accuracy of this information to estimate the time required and the price.
The Customer must inform the Company in advance of any access restrictions, parking limitations, congestion charges or other conditions which may affect the Technicians ability to provide the Services. Any additional costs incurred as a result of such conditions may be charged to the Customer.
4. Estimates and Pricing
Any price quoted prior to the start of the Services is an estimate based on the information provided by the Customer. The Company reserves the right to amend the quote if the information supplied proves to be inaccurate, if the condition or size of the areas or items is different from that described, or if additional Services are requested on the day.
Where possible, the Company will inform the Customer of any change to the quoted price before work commences or continues. If the Customer declines the revised price, the Company reserves the right to cancel the booking or limit the work to the value already agreed.
Prices are normally stated inclusive or exclusive of VAT as applicable under current UK tax legislation. Any applicable taxes will be clearly indicated to the Customer.
5. Access, Parking and Attendance
The Customer is responsible for ensuring that the Technician has safe and reasonable access to the Premises at the agreed time. This includes making sure that someone is present to allow entry, that keys or access codes are available where necessary and that pets or other domestic animals are safely contained.
The Customer must provide or arrange suitable parking for the Companys vehicle as close as reasonably possible to the Premises. Any parking charges, permits or penalties incurred as a direct result of carrying out the Services may be added to the Customer’s invoice.
If the Technician cannot gain access or commence work due to circumstances within the Customers control, the visit may be treated as a late cancellation and a cancellation fee may apply.
6. Customer Responsibilities
The Customer must remove or secure any fragile, valuable or breakable items from the areas where the Services will be provided. The Company will not be responsible for damage to items that the Technician has not been made aware of or that should reasonably have been removed prior to work commencing.
The Customer must inform the Technician of any existing damage, defects, loose fittings or particular sensitivities of materials, including but not limited to loose carpet seams, lifting edges, colour instability, previous stains, worn fibres, shrinkage risk and any prior cleaning or treatment that may affect the outcome.
The Customer must keep children, pets and other occupants away from equipment, cleaning products and treated areas until it is safe to re-enter and use those areas, as advised by the Technician.
7. Payments and Charges
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company accepts various payment methods as specified during booking or on the Customers invoice.
For commercial clients or larger projects, the Company may require a deposit or operate on a pro forma or invoicing basis, subject to agreed payment terms. Where payment terms are specified on the invoice, the Customer must comply with those terms in full.
If payment is not received by the due date, the Company reserves the right to charge interest on outstanding amounts at the statutory rate and to recover any reasonable costs incurred in pursuing late payment, including administrative and legal costs.
8. Cancellations, Rescheduling and No Show Policy
The Customer may cancel or reschedule a booking subject to providing sufficient notice. The Companys standard minimum notice period is 24 hours before the scheduled start time, unless a different period is specified in writing at the time of booking.
If the Customer cancels or reschedules with less than the required notice, the Company may charge a late cancellation fee. This fee may be up to the full or partial value of the booked Services, depending on the circumstances and any costs already incurred by the Company.
If the Technician attends the Premises at the agreed time and is unable to gain access, or if the Customer is not present where required and has not made alternative access arrangements, the visit may be treated as a no show and the Company may apply a call out or cancellation charge.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including illness, equipment failure, extreme weather or transport disruption. In such cases, the Company will offer an alternative appointment as soon as reasonably possible. The Company will not be liable for any indirect loss or consequential cost arising from such cancellation.
9. Health, Safety and Environmental Compliance
The Company operates in accordance with applicable UK health and safety legislation. Technicians are required to follow safe working practices and may refuse to carry out work in any situation they reasonably consider unsafe or where conditions at the Premises present a risk to health, safety or the environment.
Some cleaning products and processes may require temporary restricted access to certain areas, increased ventilation or other precautions as advised by the Technician. The Customer must follow all safety guidance provided, including keeping children and pets away from treated areas until they are fully dry and safe to use.
10. Waste Management and Regulations
The Company will handle and dispose of any waste generated in the course of providing the Services in compliance with relevant UK waste and environmental regulations. This may include the collection of soiled water, residues and limited quantities of non-hazardous waste deriving directly from cleaning activities.
The Company is not responsible for the removal or disposal of general household waste, construction debris, hazardous materials, sharps or clinical waste unless expressly agreed in writing as part of a separate service. If such materials are discovered during the visit and pose a risk, the Technician may suspend work until the Customer arranges appropriate removal by a licensed contractor.
Where the Customer requests disposal of items such as old rugs, underlay or similar materials, any additional charges and handling conditions will be agreed before removal. The Company will not accept responsibility for items removed at the Customers request.
11. Service Limitations and Results
While the Company uses professional equipment and industry-recognised techniques, certain staining, wear, odours or damage may be permanent and cannot be fully removed by cleaning. The Company does not guarantee the complete removal of all stains, marks or odours, particularly where they have been present for a long time, have set into the fibres, or where previous treatments have altered the material.
Some carpets and fabrics may react unpredictably to cleaning products or processes despite suitable testing. The Technician will take reasonable care and may carry out patch tests where appropriate, but the Customer acknowledges that outcomes can vary depending on material type, age and existing condition.
Drying times stated by the Company are estimates only. Actual drying times depend on temperature, humidity, ventilation and the nature and thickness of the carpet or fabric. The Customer is responsible for ensuring adequate ventilation and following all aftercare advice.
12. Liability and Insurance
The Company will exercise reasonable skill and care in the performance of the Services. The Company holds appropriate public liability and, where applicable, employer’s liability insurance. Evidence of insurance cover may be made available on request.
To the fullest extent permitted by law, the Company’s liability for any loss or damage arising from the provision of the Services shall be limited to the total fees paid by the Customer for the specific booking giving rise to the claim. The Company will not be liable for any indirect, consequential or purely economic loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment.
The Company shall not be liable for:
Wear, fading, discolouration or damage that was already present or that could reasonably be expected from normal cleaning of aged or heavily worn materials.
Shrinkage, colour loss or texture change where the risk is inherent to the fabric or carpet construction or due to prior damage, incorrect installation or prior cleaning.
Damage arising from the Customers failure to disclose relevant information, follow aftercare advice or comply with these Terms and Conditions.
Nothing in these Terms and Conditions excludes or limits any liability that cannot be excluded or limited under UK law, including liability for death or personal injury caused by negligence or for fraud.
13. Complaints and Claims
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 of the work. The Company may request photographs, descriptions of the issue and an opportunity to inspect or rectify the matter.
Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund or apply a credit towards future services. Any such remedy shall be in full and final settlement of the complaint.
The Customer agrees not to commission corrective work by a third party before giving the Company a reasonable opportunity to address the issue. The Company will not be responsible for costs incurred from third parties without its prior written consent.
14. Privacy and Data Protection
The Company collects and processes personal information from Customers for the purpose of managing bookings, delivering Services, processing payments and handling enquiries. The Company will only use personal data in accordance with applicable UK data protection laws.
The Customer is responsible for ensuring that the contact details they provide are accurate and kept up to date. The Company may use these details to confirm appointments, send invoices and communicate important information relating to the Services.
15. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, business practices or the range of Services offered. The version in force at the time of the Customers booking will apply to that booking. Continued use of the Companys Services after changes have been published will constitute acceptance of the revised Terms and Conditions.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
The parties 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.
17. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written confirmation, invoice or other document expressly agreed between the Company and the Customer, constitute the entire agreement between the parties and supersede any prior understandings, statements or representations relating to the subject matter.
By booking Services with Hampstead Carpet Cleaners, the Customer confirms that they have read, understood and agreed to be bound by these Terms and Conditions.