Highbury Carpet Cleaning Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Highbury Carpet Cleaning to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation booking or receiving services from Highbury Carpet Cleaning.
Company, we, us or our means Highbury Carpet Cleaning.
Services means any carpet, upholstery, rug, hard floor or related cleaning service provided by the Company, including any additional or ancillary work agreed between the parties.
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, whether made online, by message, or in writing.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within its operational service area. The exact range of services available at any given time, including any special treatments or add-ons, will be communicated to the Customer during the booking process.
2.2 The Company reserves the right to refuse or discontinue Services if, in its reasonable opinion, the Premises are unsafe, access is unduly restricted, or the work requested falls outside the scope of normal cleaning activities.
2.3 The Company does not undertake building, repair, electrical, plumbing or other specialist works and will not move heavy furniture, appliances or fixtures where doing so may create a risk of damage or injury.
3. Booking Process
3.1 Bookings may be requested through our online enquiry tools or in writing. All bookings are subject to confirmation by the Company. A Booking is formed only when the Company has confirmed acceptance of the Customer's request and provided a date, approximate time window, and indicative price.
3.2 The Customer is responsible for providing accurate information at the time of Booking, including the size and type of areas to be cleaned, the nature of any stains or specific issues, and any relevant access or parking considerations.
3.3 The Company may adjust the quoted price on arrival if the information originally provided by the Customer was incomplete or incorrect, or if the actual condition or size of the Premises materially differs from what was described. Any change in price will be communicated to the Customer before work commences.
3.4 The Company will use reasonable efforts to attend the Premises at the agreed time, but timing is approximate and not guaranteed. Events beyond our control, such as traffic, weather or operational delays, may lead to revised attendance times. In such cases, the Company will contact the Customer as soon as reasonably practicable to agree a new time.
4. Access and Customer Responsibilities
4.1 The Customer must ensure that the Company has safe and unobstructed access to the Premises for the duration of the Services, including suitable parking arrangements where necessary.
4.2 The Customer shall ensure that all valuable, fragile or easily damaged items are removed from the areas to be cleaned or are securely protected before the Services commence.
4.3 The Customer is responsible for ensuring that the Premises are free from hazards, including loose wiring, slippery floors, infestations or contamination. The Company may withdraw or suspend Services if it considers the working environment unsafe.
4.4 Small items of furniture may be moved where safe and reasonable to do so. Large, heavy or fragile items, including wardrobes, cabinets, pianos, large beds and similar, will generally not be moved, and the Company will clean around them as best as reasonably possible.
5. Prices and Payment
5.1 Unless otherwise agreed in writing, prices for the Services are as set out in the Companys quotation or as communicated during the Booking process. Prices may vary depending on the size and condition of the areas to be cleaned and the specific treatments requested.
5.2 All fees are payable by the Customer upon completion of the Services, unless a different payment schedule is expressly agreed in advance. In some cases, a deposit or prepayment may be requested, which will be communicated at the time of Booking.
5.3 The Company accepts common forms of payment such as bank transfer or card payment, as agreed with the Customer. The Customer is responsible for ensuring that funds are available and that payment details are accurate.
5.4 If payment is not received on the date it falls due, the Company reserves the right to charge interest on overdue sums at the maximum rate permitted by law until payment is made in full, and to seek recovery of all reasonable costs and expenses associated with collection.
6. Cancellations, Rescheduling and No-Show
6.1 The Customer may cancel or reschedule a Booking by providing notice to the Company. To avoid a cancellation charge, the Customer must give at least 24 hours' notice prior to the scheduled start time, unless a longer period is specified in the Booking confirmation for larger or more complex jobs.
6.2 Where insufficient notice is given, the Company reserves the right to charge a late cancellation fee, which may be up to 50 percent of the quoted price, to cover allocated staff time and administrative costs.
6.3 If the Customer is not present at the Premises at the agreed time, or if the Company is unable to gain access or commence work due to issues under the Customers control, this may be treated as a late cancellation and a fee may be charged accordingly.
6.4 The Company may cancel or reschedule a Booking where necessary due to illness, staff shortages, equipment failure or other circumstances beyond its reasonable control. In such cases, the Company will endeavour to provide as much notice as practicable and to rearrange the Booking for the earliest mutually convenient time. The Company will not be liable for any loss of profits, costs or consequential losses arising from such cancellation or rescheduling.
7. Standards of Service and Limitations
7.1 The Company will perform the Services with reasonable skill and care, in accordance with industry standards for professional cleaning and using appropriate machinery and cleaning products.
7.2 The Customer acknowledges that some stains, odours, wear, fading or damage cannot be fully remedied by cleaning and that results will depend on the age, fibre type, prior treatment and condition of the carpet or upholstery. The Company does not guarantee complete removal of all stains or defects.
7.3 Drying times vary based on the fabric type, level of soiling, ventilation and room temperature. Any estimate of drying time is an approximation only, and the Customer should take appropriate care until carpets or upholstery are fully dry.
8. Customer Complaints and Rectification
8.1 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 Customer should provide details of the issue, along with photographs where helpful.
8.2 Where a complaint is justified, the Company will, at its discretion, arrange a revisit to re-clean the affected area or otherwise seek to address the issue, provided that the Customer has followed all aftercare guidance and has not allowed third parties to carry out further work on the same area in the meantime.
8.3 The Companys obligation to rectify is limited to repeating the Services or offering a reasonable partial refund where appropriate. Any such remedy will be provided as a full and final settlement of the relevant complaint.
9. Liability and Damage
9.1 The Company will exercise reasonable care to avoid damage to property and belongings while providing the Services. However, the Customer acknowledges that incidental damage may occur, especially where carpets or upholstery are already worn, weakened or are of particularly delicate materials.
9.2 The Customer must inform the Company before work starts of any known defects, loose fittings, pre-existing damage, or special requirements in relation to the areas to be cleaned. The Company will not be liable for damage arising from undisclosed issues, inherent defects or weaknesses, improper installation, or normal wear and tear.
9.3 The Companys total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the Services provided under the relevant Booking, except where such limitation is not permitted by law.
9.4 Nothing in these Terms and Conditions shall exclude or limit 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.
10. Waste Handling and Environmental Regulations
10.1 The Company endeavours to operate in compliance with applicable environmental and waste management regulations in relation to cleaning fluids, waste water and any extracted residues from carpets and upholstery.
10.2 Where practical, waste water and residues will be disposed of via appropriate drainage at the Premises, in accordance with local regulations. The Customer authorises the Company to use the Premises drainage system for this purpose, subject to it being safe and suitable.
10.3 The Company does not remove or transport general waste, building rubble, hazardous materials, sharps or medical waste. The Customer must ensure that such items are not present in or on carpets or upholstery to be cleaned. The Company reserves the right to cease work if it encounters hazardous materials, and may charge for time spent on site up to that point.
10.4 Where the Company agrees to remove limited quantities of waste associated directly with the cleaning process, such as used filters or containment bags, this will be managed in a manner consistent with its legal obligations and internal environmental policies.
11. Insurance
11.1 The Company maintains appropriate insurance cover for its operations, including public liability insurance, subject to the terms, conditions, limits and exclusions of its policies.
11.2 Details of insurance cover can be made available to the Customer on request. Any claim made in relation to the Services may be handled in accordance with the insurers procedures and requirements.
12. Privacy and Data Protection
12.1 The Company will collect and use personal information about the Customer, such as names, addresses and service details, for the purposes of administering Bookings, delivering Services, processing payments and managing customer relationships.
12.2 The Company will take reasonable steps to keep such information secure and will not sell or share personal data with unrelated third parties except where necessary to deliver the Services, comply with legal obligations, or enforce these Terms and Conditions.
12.3 By placing a Booking, the Customer consents to the Company using their contact details to communicate about current and future services, unless the Customer indicates that they do not wish to receive marketing communications.
13. Amendments to Terms
13.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, operational practices, or services offered. The latest version will apply to new Bookings from the date it is made available.
13.2 Any significant change that affects an existing Booking will be communicated to the Customer, and the Customer will have the option to cancel the Booking if they do not accept the amended terms.
14. Governing Law and Jurisdiction
14.1 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.
14.2 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 the Services.
15. General Provisions
15.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be severed and the remaining provisions shall continue in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy or limit the exercise of that right or remedy at a later date.
15.3 These Terms and Conditions, together with any agreed quotation or Booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understanding or arrangement, whether oral or written.
