Hornchurch Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hornchurch Carpet Cleaners provides carpet, upholstery, rug 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, business or organisation that books or receives cleaning services from Hornchurch Carpet Cleaners.
We, us and our mean Hornchurch Carpet Cleaners.
Services means any cleaning or associated services provided by us, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and related work.
Property means the premises where the Services are to be carried out.
Booking means a confirmed request by the Client for Services on a specified date and time, accepted by us.
2. Scope of Services
We provide professional carpet, rug, upholstery and related cleaning services at residential and commercial properties within our service area. The exact services to be provided will be agreed at the time of booking and confirmed in writing where applicable.
We may conduct an assessment of the items and areas to be cleaned on arrival at the Property. If the condition, size or material of the items differs significantly from the description provided at the time of booking, we reserve the right to amend the price, modify the Services or decline to carry out some or all of the work.
We do not guarantee the removal of all stains or odours. Certain stains, wear, damage, discolouration or odours may be permanent and beyond the scope of cleaning. Our technicians will always exercise reasonable skill and care but results will vary depending on the age, condition and type of fibres, fabrics and stains.
3. Booking Process
Bookings can be made by contacting us through our accepted communication channels. When you request a booking, you must provide accurate information about the Property, the number and type of rooms or items to be cleaned, parking arrangements, access details and any particular concerns such as heavy soiling, pet odours or existing damage.
A booking is only confirmed when we have accepted the requested date, time and scope of work. We may issue a booking confirmation that sets out the agreed Services, estimated duration and the price or pricing basis.
We reserve the right to decline any booking request without providing a reason. All bookings are subject to the availability of our technicians and equipment.
The Client must ensure that an adult is present at the Property for the duration of the visit or that keys and access instructions have been safely arranged and agreed in advance. If our technician is unable to gain access at the agreed time, this may be treated as a cancellation by the Client.
4. Pricing and Quotations
Prices are normally provided as fixed quotes based on the information supplied by the Client, or according to our current price lists. In some cases, we may provide indicative estimates which are subject to change following inspection of the Property or items to be cleaned.
All prices will be stated in pounds sterling and are inclusive or exclusive of any applicable taxes as specified at the time of booking. We reserve the right to change our prices at any time, but such changes will not affect confirmed bookings that have already been accepted.
If additional work is requested by the Client on the day of service, such as extra rooms or items, this will be charged at our prevailing rates and must be agreed with the technician before the work is undertaken.
5. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services at the Property.
We accept various forms of payment, which may include cash, card payment or bank transfer. We do not accept payment by cheque unless specifically agreed in advance.
For some bookings, particularly larger or commercial jobs, we may require a deposit to secure the appointment. The deposit amount and due date will be communicated at the time of booking. Deposits may be non-refundable or partially refundable depending on the cancellation terms set out below.
Where we agree to invoice a business or organisation, payment must be received within the agreed credit period. If payment is not received when due, we reserve the right to charge interest on overdue sums and to recover any reasonable costs incurred in pursuing payment.
6. Cancellations and Changes by the Client
If you need to cancel or reschedule a booking, you must inform us as soon as possible. Notice must be given through an accepted communication method and is only effective when received by us.
Where you provide more than 48 hours notice prior to the scheduled appointment, any deposit paid may be refundable or transferable to a new date at our discretion.
Where you provide less than 48 hours notice, we reserve the right to retain all or part of any deposit and to charge a cancellation fee. If our technician arrives at the Property and is unable to gain access or the job is cancelled on arrival, we may charge up to the full quoted amount to cover our costs.
If you wish to reduce the scope of the Services on the day of the appointment, we reserve the right to charge a reasonable fee to reflect the time slot that was reserved for you and any costs we have incurred.
7. Cancellations and Changes by Us
We will use reasonable endeavours to attend the Property at the agreed time. However, appointments are approximate and may be affected by factors outside our control, including traffic, weather, staff illness or equipment failure.
If we need to cancel or change an appointment, we will notify you as soon as reasonably possible and offer an alternative date and time. We will not be liable for any loss or inconvenience caused by such rescheduling, provided we use reasonable efforts to agree a new appointment.
In rare circumstances, such as health and safety concerns, inappropriate behaviour at the Property, or conditions that would make it unsafe or unreasonable to proceed, we may terminate the visit immediately and treat it as a cancellation by the Client.
8. Client Responsibilities
The Client is responsible for providing safe, reasonable and suitable access to the Property and the areas to be cleaned. This includes ensuring that driveways or entrances are accessible and that any parking restrictions are communicated to us in advance.
The Client must ensure that the Property has functioning electricity and running water on the day of the appointment and that these can be used by our technicians to perform the Services.
Small items, fragile objects, valuables, personal belongings and breakables should be removed from the areas to be cleaned before our arrival. We may decline to move heavy furniture, electrical equipment or items that could cause damage or injury if moved.
If there are any pre-existing stains, damage or defects in carpets, rugs, upholstery or flooring, the Client should inform us before work begins. Our technician may photograph existing conditions for reference.
The Client is responsible for supervising children and pets during the visit and keeping them away from equipment, chemicals and wet surfaces. We will not be liable for any incidents that arise from a failure to adequately supervise children or pets.
9. Health, Safety and Access
We comply with relevant health and safety requirements and only use cleaning methods and products that are appropriate for professional use. However, some people may be sensitive or allergic to certain products. If you have any concerns, you must inform us at the time of booking so that we can discuss suitable options.
Our technicians have the right to work in a safe environment. If they encounter hazardous conditions, abusive behaviour, or any situation they reasonably consider to be unsafe, they may suspend or terminate the Services and leave the Property. In such cases, we may still charge for the time spent and any costs incurred.
10. Waste and Environmental Regulations
We comply with applicable waste management and environmental regulations in relation to the disposal of waste water, cleaning residues and any materials removed from the Property.
Unless specifically agreed in advance, we will not remove large quantities of rubbish, bulky waste, building debris, hazardous materials or controlled waste from the Property. Disposal of such items is the responsibility of the Client and must be carried out in accordance with local regulations.
Where we do remove any waste arising directly from our cleaning activities, we will do so in a lawful manner and may charge a reasonable fee for disposal. We do not accept responsibility for any items that the Client has left in or on carpets, rugs or upholstery that are accidentally removed or disposed of as waste.
11. Liability and Limitations
We will exercise reasonable skill and care in providing the Services. If we cause damage to property through our negligence, we will repair the damage or compensate the Client to a reasonable extent, subject to the limitations below.
We are not liable for wear, fading, shrinkage, loosening, discolouration or other changes that arise from normal or expected cleaning processes where such risks are inherent in the item or material. This includes but is not limited to pre-existing damage, loose seams, unstable dyes, watermarks, sun damage, high-traffic wear and general deterioration.
We are not liable for any loss or damage arising from inaccurate, incomplete or misleading information provided by the Client regarding the type of material, previous treatments, or the condition of carpets, rugs or upholstery.
Except in cases of death or personal injury caused by our negligence, fraud or any other liability that cannot be excluded by law, our total liability to the Client for any claim arising out of or in connection with the Services will not exceed the total amount paid or payable for the specific booking giving rise to the claim.
We will not be liable for any indirect, consequential or economic losses, including but not limited to loss of profit, business interruption, loss of opportunity, or loss of enjoyment, whether arising in contract, tort or otherwise.
12. Complaints and Service Issues
If you are dissatisfied with any aspect of our Services, you should notify us as soon as possible and, in any event, within 48 hours of the work being completed. We may request photographs or further information to assess the issue.
Where a complaint is justified and relates directly to the quality of the cleaning performed, we may offer to re-attend the Property to inspect and, where appropriate, to re-clean the affected area. Our decision on whether a re-clean or partial refund is appropriate will be final, acting reasonably and in good faith.
Failure to notify us of any issue within the specified time may limit our ability to investigate and address the matter.
13. Keys and Security
Where keys are provided to us to gain access to the Property, we will take reasonable care of them and return them as agreed. We will not label keys with the full address of the Property.
We accept no liability for loss or theft at the Property unless such loss is directly and solely caused by our negligence. Clients are advised to secure valuables and important documents before our arrival.
14. Insurance
We maintain appropriate insurance cover in respect of our business activities. Details of our insurance policies are available on request. Our liability remains subject to the exclusions and limitations set out in these Terms and Conditions and to any limits set by our insurers.
15. Privacy and Data Protection
We collect and process personal data such as names, addresses and contact details for the purpose of managing bookings, providing Services and handling payments. We will handle personal data in a lawful and responsible manner and will not sell or share your details with third parties except where required for the performance of the Services, for legal reasons or with your consent.
By making a booking, you consent to us storing and using your data for these purposes. You may request details of the personal data we hold about you and ask us to correct any inaccuracies.
16. Force Majeure
We will not be liable for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to extreme weather, flooding, fire, accident, road closures, public transport disruption, strikes, pandemics, government restrictions or the failure of utilities.
17. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time. The version that applies to your booking will be the version in force on the date your booking was confirmed. Updated terms may be posted on our website or provided to you upon request.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that 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.
19. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or agreement issued by us, constitute the entire agreement between the Client and Hornchurch Carpet Cleaners in relation to the Services. No verbal statement or representation by any employee or agent shall be legally binding unless confirmed in writing.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
