Harlesden Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Harlesden Carpet Cleaners provides cleaning services to domestic and commercial customers. By making a booking with Harlesden Carpet Cleaners, you agree to be bound by these Terms and Conditions, which form a contract between you and us. 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 person, firm, or company booking the services.
Company, we, us, or our means Harlesden Carpet Cleaners.
Services means carpet cleaning and any related or additional cleaning services provided by us as agreed at the time of booking.
Premises means the location where the services are to be carried out.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
2.1 We provide professional carpet cleaning and related services as described at the time of booking. This may include, for example, carpet and rug cleaning, upholstery cleaning, stain treatment, end of tenancy carpet cleaning, and other associated work.
2.2 The specific services to be carried out, along with the premises address, date, time, estimated duration, and indicative price, will be confirmed during the booking process.
2.3 We reserve the right to decline work where the requested service is outside our usual scope, unsafe, or impractical to perform with our standard methods and equipment.
3. Booking Process
3.1 Bookings may be made by the Customer through our accepted contact and booking channels. By requesting a booking, you confirm that you have the authority to enter into this agreement and that you are at least 18 years old.
3.2 When you request a quotation, we will provide an estimate based on the information you supply regarding the premises and the services required. All quotations are given in good faith but are not binding if the information provided is inaccurate or incomplete.
3.3 A booking is only confirmed when we have accepted your request and provided confirmation of the service details. We may do this verbally or in writing, subject to our standard practices.
3.4 The Customer must ensure that accurate details are provided at the time of booking, including access arrangements, parking information, and any particular requirements or sensitivities regarding the premises, surfaces, or furnishings.
3.5 We reserve the right to amend or refuse a booking where we reasonably consider that the premises are outside our serviceable area, where the required work is unsuitable for our methods, or where previous conduct gives us cause to decline further service.
4. Access and Customer Obligations
4.1 The Customer must ensure that we have safe and timely access to the premises at the agreed start time. This includes providing any necessary keys, codes, or instructions for entry, and ensuring that any restrictions or building regulations are disclosed in advance.
4.2 Adequate lighting, running water, and electricity must be available at the premises during the service. Where parking restrictions apply, the Customer is responsible for arranging suitable parking or meeting any associated charges, unless otherwise agreed in advance.
4.3 The Customer must remove or secure any fragile, valuable, or easily damaged items from the areas to be cleaned. We may decline to move heavy or delicate furniture or items where this presents a risk of damage or health and safety concern.
4.4 The Customer agrees not to obstruct the work of our operatives and to keep pets and children away from the areas being cleaned for health and safety reasons and to allow the work to be completed effectively.
5. Pricing and Payment Terms
5.1 Prices are generally quoted per room, area, item, or job, and may take account of the size, condition, and accessibility of the premises. We reserve the right to adjust the price if, upon arrival, the actual condition or size materially differs from the description provided at the time of booking.
5.2 Unless otherwise stated, all prices are in pounds sterling and inclusive of any applicable taxes as required by law at the time of service.
5.3 We may require a deposit or pre-payment to secure a booking. Any such amount and the due date for payment will be communicated at the time of booking.
5.4 The balance of any payment not taken in advance is typically due immediately upon completion of the services, unless alternative payment terms have been expressly agreed.
5.5 We accept payment via commonly used methods for cleaning services in the United Kingdom. Payment details and accepted methods will be communicated to you as part of the booking or invoicing process.
5.6 If payment is not received on the due date, we reserve the right to charge interest on the outstanding amount at a reasonable rate, and to recover any reasonable costs incurred in recovering the debt.
6. Cancellations, Rescheduling and Late Access
6.1 The Customer may cancel or reschedule a booking by giving us reasonable notice within our standard operating policies. We encourage Customers to notify us as early as possible if changes are required.
6.2 Where a cancellation or rescheduling request is received with short notice, we reserve the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, reflecting the costs and loss of opportunity to us.
6.3 If we arrive at the premises at the agreed time and are unable to gain access, or if the work cannot be carried out due to circumstances within the control of the Customer, we may treat this as a late cancellation and charge a call-out or cancellation fee.
6.4 In the unlikely event that we need to cancel or reschedule your booking due to staff illness, equipment failure, severe weather, or other circumstances beyond our reasonable control, we will inform you as soon as practicable and offer an alternative appointment. Our liability will be limited to the rearrangement of the service or, if not possible, a refund of any pre-paid amounts for the cancelled appointment.
7. Service Standards and Limitations
7.1 We will provide the services with reasonable care and skill in accordance with generally accepted industry standards for carpet and upholstery cleaning.
7.2 While we make every effort to achieve the best possible results, we cannot guarantee that all stains, odours, marks, or wear will be completely removed. Outcomes depend on factors such as the nature and age of the stain, type of fibre, prior treatments, and overall condition.
7.3 Certain pre-existing issues, such as damage to backing, loose seams, shrinkage potential, colour instability, or prior use of unsuitable cleaning agents, may limit the results or affect how we can safely treat the carpet or fabric. We will not be responsible for any adverse effects arising from undisclosed or pre-existing conditions.
7.4 Our operatives may provide advice regarding drying times and aftercare. Actual drying times may vary depending on ventilation, temperature, humidity, and material. The Customer is responsible for ensuring that carpets and fabrics are allowed to dry properly and used with care during that period.
8. Customer Complaints and Rectification
8.1 If you are dissatisfied with any part of the service, you must inform us as soon as reasonably possible, preferably within 24 hours of completion. This allows us to assess and, where appropriate, rectify the issue promptly.
8.2 We may request photographic evidence and a description of the concern. Where appropriate, we may arrange a visit to inspect the work and, if necessary, carry out additional cleaning or remedial work.
8.3 Our responsibility to provide any further work will be assessed on a case-by-case basis. We will not be obliged to provide refunds or further services where the reported issue arises from circumstances beyond our control, including new stains, misuse, or failure to follow aftercare advice.
9. Liability and Insurance
9.1 We carry appropriate insurance for our business activities, including public liability cover, subject to the terms and exclusions of the relevant policy.
9.2 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be limited or excluded under applicable law.
9.3 Subject to the above, we will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the services provided.
9.4 Our total liability in respect of any claim arising out of a single service visit shall be limited to the total amount paid or payable for that particular service, except where a higher amount is recoverable under our insurance and the insurer accepts the claim.
9.5 We are not responsible for wear, discolouration, or damage that is pre-existing, or which becomes apparent during or after cleaning but was not caused by our negligence. This includes hidden defects, loose fibres, weakened materials, colour fading, or shrinkage due to the inherent condition of the item.
9.6 The Customer is responsible for the safety and security of any pets, children, and vulnerable persons present at the premises during and after the service. We accept no liability for injury or damage arising where reasonable steps for safety have not been taken by the Customer.
10. Waste Handling, Disposal and Environmental Matters
10.1 We will handle and dispose of any waste generated by our services in accordance with applicable waste and environmental regulations in the United Kingdom.
10.2 Typically, the service does not involve the removal of large quantities of solid waste from the premises. If additional waste removal is required, this must be discussed and agreed in advance and may incur additional charges.
10.3 Any hazardous materials, including but not limited to bodily fluids, chemical spills, or other specialist contamination, must be disclosed by the Customer at the time of booking. We reserve the right to decline such work where we do not have the appropriate equipment, licensing, or expertise to handle it safely and legally.
10.4 We will, where reasonably practicable, use cleaning solutions and methods that are appropriate to the surfaces treated and mindful of environmental impact, while maintaining effective cleaning performance. The Customer should inform us of any allergies, sensitivities, or specific environmental concerns in advance.
11. Health and Safety
11.1 We will perform our services in line with applicable health and safety regulations and take reasonable steps to protect our operatives, the Customer, and others present at the premises.
11.2 The Customer must notify us of any known health and safety risks at the premises, such as loose flooring, exposed wiring, poor lighting, or restricted access areas.
11.3 Our operatives may refuse to carry out work where they reasonably consider that doing so would pose a health or safety risk. In such cases, we will discuss alternative approaches where possible. If the work cannot proceed for safety reasons not previously disclosed, we reserve the right to charge a call-out fee.
12. Property and Keys
12.1 Where the Customer provides keys or access devices, it is the Customer's responsibility to ensure that these are clearly labelled and in good working order.
12.2 We will take reasonable care of any keys entrusted to us and will return them as agreed. Our liability in respect of lost keys or fobs will be limited to the reasonable cost of key cutting or standard replacement, and we will not be responsible for additional consequential costs such as lock changes unless required for security and agreed with our insurer.
13. Data Protection and Privacy
13.1 We will handle personal information provided by the Customer in accordance with applicable data protection laws in the United Kingdom.
13.2 Personal data such as names, addresses, and contact details will be used for the purpose of administering bookings, providing services, handling payments, and dealing with queries and complaints. We will retain such information only for as long as is reasonably necessary for these purposes and any legal requirements.
14. Amendments to Terms and Conditions
14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your agreement with us.
14.2 Any significant changes to our terms that may affect existing recurring arrangements will be communicated to the Customer where reasonably practicable.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court or other competent authority, the remaining provisions will continue in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with the confirmed booking details, constitute the entire agreement between the Customer and Harlesden Carpet Cleaners in relation to the services and supersede any prior representations or agreements, whether written or oral.
