Hackney Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hackney Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area. By making a booking, you confirm that you have read, understood and agree to these Terms and Conditions. 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 requesting and purchasing cleaning services from Hackney Carpet Cleaners.
Company means Hackney Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and any related or ancillary 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 appointment between the Company and the Customer for the provision of Services on a specific date and time.
2. Scope of Services
The Company provides professional cleaning services within its designated service area, which may be updated from time to time. Availability of Services may vary depending on location, access, and scheduling constraints.
The Company will perform the Services with reasonable care and skill and in accordance with industry standards. The precise scope of the work to be undertaken will be agreed at the time of Booking, based on the information provided by the Customer.
Unless expressly agreed in writing, the Services do not include specialist restoration work, structural repairs, pest control, or any tasks that require a separate trade qualification or licence.
3. Booking Process
3.1 Bookings can be requested by the Customer through the Companys accepted channels. A Booking is not confirmed until the Company has issued a confirmation, which may be given verbally or in writing, and the Customer has accepted any applicable charges and terms.
3.2 When making a Booking, the Customer must provide accurate information about the Premises, including property type, approximate size, number of rooms or items to be cleaned, parking and access arrangements, and any known issues such as heavy soiling, stains or damage.
3.3 The Company reserves the right to adjust the quoted price or the scope of Services if the information supplied by the Customer is inaccurate or incomplete, or if the actual condition of the Premises materially differs from that described at the time of Booking.
3.4 The Company will allocate a date and time window for the Booking. Any time given is an estimate and minor variations may occur due to traffic, weather, earlier appointments or unforeseen circumstances. The Company will use reasonable endeavours to notify the Customer of any significant delays.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Premises are accessible at the agreed time of the Booking. This includes providing accurate address details, entry instructions and any necessary access codes or keys.
4.2 The Customer is responsible for providing a safe working environment. This includes ensuring that the Premises are free from hazards, that utilities such as water and electricity are available where reasonably required, and that parking or loading arrangements have been made where necessary.
4.3 The Customer must remove fragile, valuable, or easily breakable items from the areas to be cleaned. The Company will not be responsible for damage to items that should reasonably have been removed or protected by the Customer.
4.4 If the Premises are excessively cluttered, unsafe, or otherwise unsuitable for the performance of the Services, the Company may refuse to carry out part or all of the Services. In such circumstances, the Customer may still be charged a call-out or minimum fee.
5. Prices and Quotations
5.1 Prices for the Services are based on the information provided by the Customer and the Companys current price list. All prices are subject to change, but any change will not affect Bookings already confirmed, except where clause 3.3 applies.
5.2 Quotations may be given as a fixed price or as an estimate. Fixed price quotations are based on the agreed scope of work and normal working conditions. If additional work is requested, or if unexpected conditions are encountered, the Company may revise the quotation accordingly.
5.3 Any promotional offers or discounts are subject to availability, may be withdrawn at any time, and cannot be combined unless explicitly stated by the Company.
6. Payments
6.1 Payment terms will be communicated at the time of Booking. The Company may require payment in full on completion of the Services, a deposit in advance, or full payment in advance, depending on the nature of the Booking and the Customer profile.
6.2 Accepted methods of payment will be specified by the Company and may include cashless and electronic options. The Customer must ensure that the chosen method of payment is valid and that sufficient funds are available at the time payment is due.
6.3 For commercial Customers, the Company may offer account terms by prior arrangement only. In such cases, invoices are payable within the agreed timeframe. The Company reserves the right to charge interest and reasonable debt recovery costs on overdue invoices in accordance with applicable law.
6.4 The Company may suspend or refuse to provide further Services if any outstanding amounts remain unpaid by the due date.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or request to reschedule a Booking by contacting the Company through its accepted communication channels.
7.2 The Company operates a cancellation notice period. If the Customer cancels or reschedules with sufficient notice, no cancellation charge will normally apply. The current notice period and any associated charges will be communicated at the time of Booking.
7.3 If the Customer cancels or reschedules a Booking without providing the required notice, the Company reserves the right to charge a late cancellation fee, which may be a fixed amount or a percentage of the quoted price.
7.4 If the Customer fails to provide access to the Premises at the booked time, or if the operative is unable to carry out the Services due to circumstances within the Customers control, the Company may treat the Booking as cancelled without notice and charge the applicable fee.
7.5 The Company may cancel or reschedule a Booking if it is unable to attend due to reasons such as staff illness, vehicle breakdown, extreme weather, or other events beyond its reasonable control. In such cases, the Company will offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such cancellation or rescheduling.
8. Customer Satisfaction and Complaints
8.1 The Company aims to provide high quality Services. If the Customer is dissatisfied with any aspect of the work, they should raise the issue as soon as possible, preferably within 24 hours of completion, so that the Company has an opportunity to investigate and, where appropriate, rectify the issue.
8.2 The Company may request evidence such as photographs or access to the Premises to inspect the complaint. If the complaint is justified, the Company may, at its discretion, re-clean the affected area, offer a partial refund, or provide another appropriate remedy.
8.3 Complaints raised more than a reasonable time after the Services were provided may be harder to assess and may limit the options available for resolution.
9. Liability and Limitations
9.1 The Company will use reasonable care and skill in providing the Services, but it cannot guarantee the removal of all stains, odours, or marks. Some stains are permanent and may not respond to cleaning. The Customer acknowledges that stain removal results will vary depending on the age, type and condition of carpets, upholstery and other surfaces.
9.2 The Customer must notify the Company of any existing damage, defects, loose fittings, colour instability or shrinkage risks in carpets, rugs or upholstery prior to the commencement of Services. Where the Customer fails to do so, the Company will not be liable for damage arising from such pre-existing conditions.
9.3 The Companys liability for damage to the Customers property caused by its negligence will, in any event, be limited to the reasonable cost of repair or replacement of the damaged item, taking into account its age and condition.
9.4 The Company will not be liable for any loss or damage arising from inaccurate or incomplete information supplied by the Customer, failure to follow aftercare instructions, fair wear and tear, or damage that could not reasonably have been foreseen.
9.5 The Company will not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity, whether arising in contract, tort or otherwise.
9.6 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.
10. Health, Safety and Waste Regulations
10.1 The Company will conduct its operations in line with applicable health and safety legislation and best practice. Its operatives are instructed to discontinue work if they believe conditions at the Premises present a serious risk to health or safety.
10.2 Certain cleaning tasks may involve the use of chemicals and machinery. The Customer must ensure that children, pets and vulnerable persons are kept away from the work area during and immediately after cleaning, as advised by the operative.
10.3 The Company will handle and dispose of any waste it generates during the course of providing the Services in accordance with applicable waste management regulations. This may include, for example, spent cleaning solutions, collected residues and packaging arising from the Companys activities.
10.4 The Company is not responsible for general household or commercial waste disposal unless such waste removal has been explicitly agreed as part of the Services. The Customer remains responsible for the lawful disposal of their own waste, rubbish and unwanted items that are not directly generated by the Companys cleaning work.
10.5 Where specialist or hazardous waste is encountered, including but not limited to bodily fluids, clinical waste, sharps or chemical contamination, the Company reserves the right to refuse to handle such materials unless specific arrangements, pricing and compliance measures have been agreed in advance.
11. Property Damage and Key Security
11.1 If the Customer provides keys or access devices to the Company, the Company will take reasonable care to safeguard them. The Customer should not provide keys that identify the Premises address. The Companys liability for lost keys or access devices will be limited to the reasonable cost of replacement of the device itself and, where strictly necessary for security, the reasonable cost of changing corresponding locks.
11.2 The Customer must check the Premises at the end of the appointment to ensure that windows and doors are secured. While the Company will take reasonable care, it is the Customers responsibility to verify the security of the Premises after the Services have been completed.
12. Insurance
The Company maintains insurance cover that it considers appropriate for the nature of its business. Details of its insurance can be made available upon reasonable request. The existence of insurance does not extend or increase the Companys liability beyond that which is set out in these Terms and Conditions or required by law.
13. Force Majeure
The Company will not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. In such cases, the Company will use reasonable endeavours to resume performance as soon as practicable.
14. Privacy and Data
The Company will collect and process personal data necessary to manage Bookings, provide Services and administer its relationship with the Customer. The Company will handle such data in accordance with applicable data protection laws and its internal privacy practices. Customers may contact the Company for further information regarding how their data is used and stored.
15. Variation of Terms
The Company may amend these Terms and Conditions from time to time. The updated version will apply to new Bookings made after the date of the change. The Terms and Conditions in force at the time of a confirmed Booking will apply to that Booking.
16. 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, the Services, or any Booking between the Company and the Customer.
17. Entire Agreement
These Terms and Conditions, together with any written confirmation or agreement specific to a Booking, constitute the entire agreement between the Company and the Customer in relation to the provision of the Services. The Customer acknowledges that they have not relied on any statement, promise or representation that is not set out in these Terms and Conditions.
By proceeding with a Booking, the Customer confirms acceptance of these Terms and Conditions and agrees to be bound by them.
