Carpet Cleaners Hampstead Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Hampstead provides carpet, upholstery and related cleaning services. By booking or using 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 words have the meanings set out below:

Client means the individual or business who requests and uses our services.

Company, we, us or our means Carpet Cleaners Hampstead.

Services means any carpet, rug, upholstery, soft furnishing, hard floor or related cleaning or stain treatment service carried out by us.

Premises means the property or location where the Services are to be performed.

2. Scope of Services

We provide professional cleaning services for carpets, rugs, upholstery and related surfaces within our normal service area, which includes Hampstead and surrounding districts. Availability in any particular location may vary and is always subject to our operational capacity.

The specific Services to be provided will be as described in your booking confirmation. We reserve the right to refuse work that falls outside our expertise, is unsafe, or is not suitable for the methods and equipment we use.

3. Booking Process

3.1 Bookings may be requested by the Client through our online forms or other accepted communication methods. A booking is only confirmed when we send a clear written or verbal confirmation with the agreed date, time window, and price estimate or quotation.

3.2 When making a booking, the Client must provide accurate information about the Premises, including property type, access arrangements, parking availability, and a truthful description of the areas and items to be cleaned.

3.3 The Client must inform us in advance of any special requirements, sensitivities, or restrictions at the Premises, including but not limited to pets, allergies, fragile items, restricted access, or building regulations.

3.4 We will allocate an arrival time window rather than a fixed time. While we aim to arrive within the agreed window, times are estimates only and may be affected by traffic, previous jobs, and circumstances beyond our control.

3.5 We reserve the right to amend or refuse a booking where the information provided is incomplete or inaccurate, or where we reasonably believe the job cannot be completed safely or to a reasonable standard.

4. Access and Client Responsibilities

4.1 The Client must ensure that we have safe and lawful access to the Premises at the agreed time. This includes arranging keys, door codes, parking permissions where necessary, and informing any building management or concierge of our visit.

4.2 The Client must ensure that the areas to be cleaned are reasonably clear of personal belongings, fragile items and clutter. We may refuse to move heavy furniture or valuable or delicate items and will not be liable for any failure to clean areas obstructed by such items.

4.3 The Client is responsible for supervising children, pets, and other occupants while our operatives are working and must ensure that they do not interfere with our equipment or cleaning processes.

4.4 The Client must inform us in advance of any known defects, damage, or risks at the Premises, such as loose floor coverings, weak fittings, pre-existing stains, or water or electrical issues.

5. Pricing, Quotations and Estimates

5.1 All prices are stated in pounds sterling and may be quoted as fixed prices, minimum charges, or hourly rates, depending on the nature of the job.

5.2 Any quotation or estimate is based on the information provided by the Client and on typical conditions. We reserve the right to revise the price if on arrival we find that the actual condition, size or nature of the work differs significantly from that described.

5.3 Where we need to adjust the price, we will inform the Client before commencing the work. If the Client does not accept the revised price, we may cancel the booking. In such a case, a call-out fee may apply to cover our reasonable costs.

5.4 Minimum charges may apply per visit, per room, or per service, and will be communicated at or before the time of booking.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Premises. For some services, we may require partial or full payment in advance.

6.2 We may accept cashless payment methods such as card or bank transfer. Available payment methods will be confirmed at the time of booking. We do not accept cheques unless expressly agreed in advance.

6.3 For commercial Clients, we may agree written payment terms. If no specific terms are agreed, invoices are due for payment within 14 days of the invoice date.

6.4 If payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate and to recover from the Client any reasonable costs incurred in pursuing the debt, including debt collection and legal costs.

6.5 We reserve the right to suspend or cancel further work for any Client who has outstanding overdue payments.

7. Cancellations, Rescheduling and No-Show

7.1 The Client may cancel or reschedule a booking by giving us reasonable notice. Unless stated differently at the time of booking, we ask for at least 24 hours notice before the scheduled appointment.

7.2 If the Client cancels or requests to reschedule with less than 24 hours notice, we may charge a late cancellation fee up to a reasonable proportion of the agreed service price to cover our allocated time and costs.

7.3 If we arrive at the Premises at the agreed time and are unable to gain access, or if the job cannot proceed due to circumstances within the Client's control, this may be treated as a late cancellation or no-show and a call-out or cancellation fee may apply.

7.4 We reserve the right to cancel or reschedule an appointment due to circumstances beyond our control, including but not limited to staff illness, vehicle breakdowns, extreme weather, or unsafe conditions at the Premises. In such cases, we will aim to offer the Client the next available suitable appointment. We will not be liable for any loss arising from such cancellation or rescheduling.

8. Service Quality and Limitations

8.1 We will perform the Services with reasonable skill and care, using appropriate professional equipment and cleaning solutions suitable for the surfaces we are instructed to clean.

8.2 While we will make every reasonable effort to remove stains and odours, we cannot guarantee complete removal in all cases. The outcome depends on factors outside our control, such as the age and type of stain, previous cleaning attempts, fibre composition and general condition.

8.3 We cannot be held responsible for any wear, discolouration, fading, shrinkage, or damage that is due to inherent defects or pre-existing conditions in the fabric, fibres or materials, or that becomes visible as a result of cleaning.

8.4 Some materials, dyes, backing, and adhesives may react unpredictably to cleaning, even when appropriate methods are used. Where we identify a potential risk, we will seek the Client's consent to proceed. If the Client instructs us to continue, they accept the associated risk.

8.5 Drying times quoted are estimates only and may vary significantly depending on ventilation, temperature, humidity, pile depth and material type. We are not responsible for any damage resulting from walking on or using items before they are fully dry.

9. Health, Safety and Waste Regulations

9.1 We will carry out our work in accordance with applicable health and safety requirements and will take reasonable steps to minimise risks to occupants and property.

9.2 Some of our cleaning products and processes involve the use of water, machinery, and chemical solutions. The Client must follow any instructions we provide, including keeping children and pets away from treated areas and equipment until it is safe to re-enter or use them.

9.3 We will manage and dispose of any waste generated by our work in accordance with relevant waste regulations. This may include the collection and removal of soiled water, filters, and limited quantities of general waste directly related to the Services.

9.4 We do not provide a general rubbish clearance or bulk waste removal service. The Client is responsible for disposing of any household or commercial waste, furniture, or other items not directly produced by the cleaning process.

9.5 If the job involves unusual or hazardous waste, including but not limited to biological contamination, sharps, or chemical residues, we reserve the right to refuse the work or to apply additional charges to cover specialist handling and disposal, where we are competent and licensed to perform such work.

10. Damage and Liability

10.1 We will take reasonable care to protect your property while carrying out the Services. However, the Client is responsible for securing or removing valuable, fragile or irreplaceable items before our arrival.

10.2 If damage occurs due to our negligence, the Client must notify us as soon as reasonably possible and in any event within 48 hours of completion of the Services. We may require photographs, evidence of the damage, and an opportunity to inspect the item or area.

10.3 Where damage is established to be our responsibility, we may, at our discretion, arrange repair, offer a reasonable compensation payment, or make an insurance claim. Any settlement shall not exceed the current market value of the damaged item, taking account of age, condition and fair wear and tear.

10.4 We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of opportunity, loss of use, or any cost of alternative accommodation or services.

10.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter for which it would be unlawful to exclude or limit liability.

11. Complaints and Dispute Resolution

11.1 We aim to provide a high level of service. If you are not satisfied, you must inform us as soon as reasonably practicable, and in any event within 48 hours of the completion of the Services.

11.2 We may request access to the Premises to inspect any alleged shortfall in service. Where we consider the complaint justified, we may offer a re-clean of the affected area, a partial refund, or another appropriate remedy. A re-clean must normally take place within a reasonable time from the original appointment.

11.3 Any dispute that cannot be resolved directly between us and the Client may be referred to an appropriate alternative dispute resolution process or, ultimately, to the courts of England and Wales.

12. Insurance

12.1 We maintain appropriate insurance cover for our business activities, subject to the terms, conditions and exclusions of our policies.

12.2 Evidence of insurance cover may be provided to Clients on reasonable request. Our liability to the Client shall, where applicable, be limited to the amount recoverable under our insurance policies.

13. Personal Data and Privacy

13.1 We collect and use personal data, such as names, addresses and contact details, solely for the purpose of managing bookings, delivering our Services, and administering our business, in accordance with applicable data protection law.

13.2 We will take reasonable steps to keep personal data secure and will not sell your information to third parties. We may share data with trusted partners and service providers where necessary to perform our Services or comply with legal obligations.

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 that particular service appointment.

14.2 Any material changes will be made available on our website or communicated to Clients as appropriate. Continued use of our Services after such changes take effect will constitute acceptance of the updated Terms and Conditions.

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 their subject matter 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 from or related to these Terms and Conditions or the Services provided by Carpet Cleaners Hampstead.

By placing a booking or using our Services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.