Terms And Conditions
Highbury Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Highbury Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By placing a booking, you agree that you have read, understood, and accept these Terms and Conditions in full. If you do not agree, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual or organisation who requests and purchases cleaning services from Highbury Carpet Cleaners.
Company means Highbury Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning and any related cleaning services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services accepted by the Company.
Technician means any employee, contractor, or representative appointed by the Company to carry out the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services within its designated service area. The exact scope of the Services will be agreed at the time of Booking and may include, but is not limited to, carpet cleaning, rug cleaning, upholstery cleaning, and spot or stain treatment.
The Company reserves the right to refuse to provide Services where it reasonably believes that the Premises are unsafe, access is unduly restricted, or providing the Services may pose a risk to health, safety, or property.
3. Booking Process
Bookings for Services may be made by the Customer through the Company’s chosen communication channels as advertised. A Booking is only confirmed when the Company has accepted the request and provided confirmation, which may be verbal or written, and any required deposit has been received.
The Customer is responsible for providing accurate information when making a Booking, including the size and type of areas to be cleaned, the condition of carpets or upholstery, access details, parking availability, and any special requirements. The Company reserves the right to revise the quoted price or decline the Booking if the information provided is inaccurate or incomplete.
Any estimated duration of the Services is given as a guide only and may vary depending on the actual condition of the areas to be cleaned, access, and on-site circumstances.
4. Prices, Quotations, and Additional Work
All prices are provided in pounds sterling and are inclusive or exclusive of VAT, where applicable, as specified at the time of quotation. Quotations are based on the information supplied by the Customer and on standard conditions for the Premises.
The Company reserves the right to adjust the price if, upon arrival, the Premises or items to be cleaned differ significantly from the description given at the time of Booking. This may include heavily soiled carpets, larger areas, or additional rooms not originally disclosed. Any such adjustments will be agreed with the Customer before work proceeds.
Any additional services requested on the day of the appointment that are not included in the original Booking may be carried out at the discretion of the Company and will be charged at the applicable rate.
5. Customer Obligations
The Customer agrees to provide the Company and its Technicians with access to the Premises at the agreed time and date, including clear access to the areas to be cleaned.
The Customer shall ensure that the Premises are safe and that all valuable, fragile, or easily damaged items are removed or properly secured prior to the commencement of the Services. The Company will not be responsible for moving heavy or delicate furniture unless specifically agreed in advance.
The Customer is responsible for ensuring that there is adequate electricity, lighting, and, where necessary, hot water available at the Premises for the duration of the Services.
If pets are present at the Premises, the Customer must ensure they are safely secured and do not interfere with the Services.
6. Payments and Charges
Payment terms will be communicated at the time of Booking. Unless otherwise agreed, payment is due on completion of the Services on the day of the appointment.
The Company may accept various methods of payment, as specified by the Company from time to time. The Customer is responsible for ensuring that any payment method used is valid and has sufficient funds available.
The Company reserves the right to require a deposit to secure a Booking. Deposits may be non-refundable in certain circumstances, as set out in the cancellation provisions below.
Where payment is not made on completion of the Services, the Company reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in the collection of outstanding sums.
7. Cancellations, Rescheduling, and Access
The Customer may cancel or reschedule a Booking by giving the Company reasonable notice. Unless otherwise stated at the time of Booking, at least 24 hours notice is required to cancel or reschedule without charge.
If the Customer cancels or reschedules a Booking with less than the required notice period, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the scheduled Services, particularly where the Company has incurred costs or is unable to fill the appointment slot.
If the Customer is not present at the Premises at the agreed time, or if the Technicians are unable to gain access due to circumstances within the Customer’s control, this may be treated as a late cancellation and subject to the same charges.
The Company reserves the right to cancel or reschedule a Booking due to unforeseen circumstances such as illness, equipment failure, transport disruption, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling.
8. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, using appropriate cleaning methods and products. However, results can vary depending on the age, type, and condition of carpets and upholstery, existing stains, and prior treatments applied by the Customer or third parties.
The Company does not guarantee the removal of all stains or odours and will not be held liable where certain marks or discolouration are permanent or where removal may risk damage to the fabric or fibres.
The Company will not be responsible for any pre-existing damage, defects, or wear, including but not limited to loose seams, weak fibres, shrinkage, colour fading, or prior cleaning or treatment issues. Where existing damage is identified, the Technician may advise against certain treatments; if the Customer instructs the Company to proceed, this is at the Customer’s own risk.
9. Liability and Limitations of Liability
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 fraudulent misrepresentation, or for any other matter for which it would be unlawful to limit or exclude liability under applicable law.
Subject to the above, the Company’s liability for any loss or damage arising out of or in connection with the provision of the Services, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable by the Customer for the specific Booking in question.
The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising from the provision or non-provision of the Services.
The Customer must notify the Company of any alleged loss or damage as soon as reasonably practicable, and in any event within 48 hours of completion of the Services, to allow the Company a reasonable opportunity to inspect and, where appropriate, remedy the issue.
10. Waste Handling and Environmental Regulations
The Company will handle waste, including extracted water, soil, and residues arising from the cleaning process, in a manner consistent with applicable waste management and environmental regulations within the United Kingdom.
Where the Services involve the temporary collection of waste from the Premises, the Customer authorises the Company to handle such waste for the purpose of carrying out the cleaning tasks. Any subsequent disposal of waste that remains on site is the responsibility of the Customer unless expressly agreed otherwise.
Chemicals and cleaning solutions are selected with regard to their suitability for the task and compliance with relevant safety and environmental standards. Safety data information for products used is available on request.
The Customer agrees not to request or require the Company to dispose of waste in a manner that breaches local regulations or statutory requirements. If the Company reasonably believes that a requested action may contravene such regulations, the Company may decline that aspect of the work without liability.
11. Health and Safety
The Company will carry out the Services in accordance with applicable health and safety legislation. Technicians are instructed to use equipment and cleaning agents in a safe and responsible way.
The Customer must inform the Company of any known health and safety risks at the Premises, including hazards such as loose flooring, exposed wiring, or restricted ventilation. The Company may suspend or refuse Services where it considers that there is a significant health or safety risk.
After the completion of Services, carpets and fabrics may remain damp for a period of time, and floors may be slippery. The Customer is responsible for taking reasonable care, including restricting access to recently cleaned areas where appropriate, particularly for children, elderly persons, and pets.
12. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, providing details of the issue and, where relevant, photographs or other evidence.
The Company will investigate complaints and, where it is found that the Services did not meet the agreed standard, may offer a re-clean of the affected area or another form of remedy at its discretion. Any such remedy shall be the Customer’s sole and exclusive remedy in respect of the relevant complaint, to the fullest extent permitted by law.
13. Data Protection and Privacy
The Company collects and processes personal information provided by the Customer for the purpose of managing Bookings, providing Services, processing payments, and handling enquiries and complaints.
The Company will take reasonable steps to protect personal information and will not share it with third parties except where necessary to deliver the Services, comply with legal obligations, or with the Customer’s consent. Further details on how personal data is handled may be provided in a separate privacy notice.
14. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or business practices. Any updated version will apply to new Bookings from the date it is made available. The Terms and Conditions in force at the time of a confirmed Booking will apply to that Booking, unless a change is required by law.
15. 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 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 provision of the Services.
16. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, and no single or partial exercise of any such right or remedy shall preclude any other or further exercise of it.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings, agreements, or representations, whether oral or written.
