Terms And Conditions
Hampstead Carpet Cleaners Terms of Service
These Terms and Conditions set out the basis on which Hampstead Carpet Cleaners provides professional cleaning services to residential and commercial customers. By placing a booking or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions and Scope of Service
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Hampstead Carpet Cleaners, the provider of cleaning services.
Customer means the person, firm or organisation requesting and accepting the provision of services from the Company.
Premises means the property or location where the services are to be provided.
Services means carpet, rug, upholstery and related cleaning services, and any additional cleaning services the Company agrees to provide.
Operatives means employees, subcontractors, agents or representatives instructed by the Company to carry out the services.
These Terms and Conditions apply to all services the Company agrees to provide unless otherwise confirmed in writing by the Company.
2. Booking Process
2.1 Bookings may be requested by the Customer via the Company’s accepted communication channels as advised on its promotional materials or website. The Company reserves the right to refuse any booking request at its sole discretion.
2.2 A booking is considered provisional until confirmed by the Company. Confirmation may be given verbally or in writing. The Company may require specific details including the Customer’s full name, service address, description of the areas to be cleaned, access instructions and preferred dates and times.
2.3 The Customer is responsible for providing accurate information about the Premises and the services required. If on arrival the information provided is found to be incomplete or inaccurate, the Company may adjust the price, amend the service, or refuse to carry out the work. In such cases, any applicable cancellation or call-out charges may apply.
2.4 The Company may offer indicative arrival windows for scheduled visits. While every reasonable effort will be made to attend within the stated time period, times are estimates only and not guaranteed. The Company shall not be liable for delays caused by traffic, adverse weather, accidents, road closures, or other circumstances beyond its reasonable control.
2.5 The Customer must ensure that someone aged 18 or over is present at the Premises at the start and end of the service, unless otherwise agreed in advance with the Company.
3. Access to the Premises
3.1 The Customer agrees to provide safe and reasonable access to the Premises at the agreed time. This includes arranging necessary keys, entry codes, parking arrangements and any permissions required for the Company’s operatives and vehicles.
3.2 If the operatives are unable to gain access to the Premises, or if it is unsafe or inappropriate to proceed with the service upon arrival, the Company may treat this as a late cancellation and may apply a cancellation or call-out fee.
3.3 The Customer must inform the Company in advance of any special access requirements, building restrictions, parking limitations, loading bays or time restrictions that may affect the provision of the services.
4. Customer Obligations
4.1 The Customer must ensure that the areas to be cleaned are reasonably clear of small items, personal belongings, valuables and breakable objects before the service commences. The Company is not responsible for moving heavy furniture or personal items unless specifically agreed in advance.
4.2 The Customer shall provide access to electricity and running water at the Premises for the duration of the service. If these are not available, the Company may not be able to complete the work and may apply a call-out fee.
4.3 The Customer must inform the Company in advance of any known structural issues, loose flooring, damaged carpets, unstable furnishings, pre-existing stains, discolouration, or other conditions that may affect the results or safety of the cleaning process.
4.4 The Customer is responsible for keeping any pets or children away from the work areas and equipment during the service to ensure safety and efficiency.
5. Pricing and Payment Terms
5.1 Service prices are normally quoted either as a fixed price based on the information provided by the Customer, or on a time and materials basis as advised by the Company. All quotations are given in good faith but may be subject to change if the information provided by the Customer is inaccurate or incomplete, or if the condition or size of the areas to be cleaned differs significantly from the description.
5.2 Unless otherwise stated, all prices quoted are inclusive of labour and standard cleaning products. Additional charges may apply for specialist treatments, stain protection, heavy soiling, or work outside regular operating hours as agreed with the Customer.
5.3 The Company may require a deposit to secure a booking. The deposit amount and due date will be communicated at the time of booking. Deposits may be non-refundable in the event of late cancellation by the Customer, subject to the cancellation policy set out in these Terms and Conditions.
5.4 Payment is due as advised by the Company, which may be prior to commencement, on completion of the service, or within an agreed period for business customers. Accepted payment methods will be communicated to the Customer at the time of booking.
5.5 In the event of late payment, the Company reserves the right to charge interest and reasonable administration costs for chasing outstanding amounts. The Company may also suspend or cancel any further services until all overdue sums have been paid in full.
6. Cancellations, Rescheduling and No-Show
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable advance notice. The required notice period and any applicable charges will be communicated by the Company and may vary depending on the type and size of the booking.
6.2 Where the Customer cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may include retention of any deposit paid and a proportion of the service price to cover costs incurred.
6.3 If the Customer fails to provide access to the Premises at the agreed time, or if the service cannot proceed due to the Customer’s breach of these Terms and Conditions, the Company may treat the booking as cancelled by the Customer on short notice and may apply a cancellation or call-out fee.
6.4 The Company reserves the right to cancel or reschedule any booking in the event of circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, severe weather, or safety concerns. In such cases, the Company will use reasonable efforts to offer an alternative appointment. Where a prepayment or deposit has been taken and the Company cancels without offering a reasonable alternative, the Customer will be entitled to a refund of any sums paid for the affected service.
7. Service Standards and Limitations
7.1 The Company aims to deliver services with reasonable care and skill, using appropriate equipment and cleaning products for the tasks undertaken. However, the Customer acknowledges that the results of cleaning may vary depending on the age and condition of carpets, upholstery and fabrics, as well as the nature and duration of staining or soiling.
7.2 The Company does not guarantee the removal of all stains, odours or marks. Certain substances may cause permanent discolouration that cannot be remedied by cleaning. Where specialist treatment is required, the Company will advise the Customer and may recommend additional services or alternative approaches where appropriate.
7.3 The Company will follow reasonable instructions given by the Customer in respect of delicate fabrics or specific materials where practicable. However, the Customer must inform the Company of any manufacturer guidelines, care instructions or known sensitivities of carpets or upholstery in advance. The Company shall not be liable for any damage caused by pre-existing weaknesses, wear, fading, hidden defects or unsuitable materials.
7.4 Where stains, soiling or odours are caused by contamination such as animal urine, mould or other biological matter, complete odour removal cannot be guaranteed, and additional treatments or replacement may be advisable.
8. Waste Handling and Environmental Regulations
8.1 The Company will handle and dispose of waste generated in the course of providing the services in accordance with applicable laws and regulations relating to environmental protection and waste management.
8.2 The Customer agrees not to request or permit the Company’s operatives to dispose of any hazardous waste, chemical substances, sharp objects, biological waste or other controlled materials unless this has been expressly agreed in writing and the appropriate procedures and licences are in place.
8.3 Where the Customer requires the removal of bulky items, heavily contaminated materials or waste not ordinarily associated with carpet and upholstery cleaning, additional fees may apply and separate arrangements may be required.
8.4 The Customer is responsible for compliance with any building or estate rules concerning waste storage and collection at the Premises. The Company is not responsible for ongoing waste collection or management after the completion of the service.
9. Health, Safety and Security
9.1 The Company takes health and safety seriously and will use products and equipment suitable for professional cleaning. Material safety data is available upon request for the main substances used.
9.2 The Customer must inform the Company in advance of any health and safety risks at the Premises, including but not limited to structural hazards, exposed electrical wiring, infestations, contaminated areas, or other conditions that may pose a risk to operatives.
9.3 The Company reserves the right to refuse or discontinue the service where the Premises are deemed unsafe or where conditions present an unacceptable health risk.
9.4 The Customer is advised to keep children, pets, and vulnerable persons away from wet or treated areas until fully dry and safe to walk on or use. Some cleaning products may cause temporary odours or require ventilation.
10. Liability and Insurance
10.1 The Company will exercise reasonable care when providing the services. If the Customer believes that damage has occurred as a result of the service, the Customer must notify the Company as soon as reasonably possible, and in any event within a reasonable period after completion of the work, providing full details and evidence where available.
10.2 The Company’s liability for any proven loss or damage caused by its negligence or breach of these Terms and Conditions shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repairing the damage or the replacement value of the affected item, taking into account fair wear and tear and pre-existing condition.
10.3 The Company shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of enjoyment, loss of use, or any costs related to alternative accommodation or business interruption.
10.4 The Company shall not be responsible for any pre-existing damage, wear, fading, discolouration, shrinkage, loose seams, fraying, or defects that become more apparent as a result of cleaning.
10.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
11. Complaints and Service Issues
11.1 The Company aims to provide a satisfactory service. If the Customer is dissatisfied with any aspect of the work, the Customer should contact the Company as soon as possible and describe the issue clearly.
11.2 Where appropriate and reasonable, the Company may arrange for operatives to revisit the Premises to inspect and, if necessary, re-clean the affected areas. Any such revisit shall not be interpreted as an admission of liability but as a goodwill gesture aimed at resolving the matter.
11.3 Complaints will be investigated in a fair and timely manner. The Customer agrees to cooperate with any reasonable requests for information, photographs or evidence needed to assess the complaint.
12. Data Protection and Privacy
12.1 The Company will collect and process personal data about the Customer only to the extent necessary to accept bookings, provide services, manage accounts and comply with legal obligations.
12.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose personal information to third parties except where required for the provision of services, for legal compliance, or with the Customer’s consent.
13. Variation of Terms
13.1 The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices or service offerings. The updated version will apply to bookings made after the date on which the revised Terms and Conditions are issued or made available.
13.2 Any variations to these Terms and Conditions requested by the Customer shall only be binding if confirmed in writing by the Company.
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 provided, 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 from or related to these Terms and Conditions or their subject matter.
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 from the remaining provisions, which shall continue to be valid and enforceable.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of such right or remedy, nor shall any partial exercise of any right or remedy prevent further exercise of that right or remedy.
15.3 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the provision of the services.
15.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the services and supersede any prior understandings, representations or agreements, whether written or oral, relating to the same subject matter.
