Harrow Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Harrow Carpet Cleaners provides carpet, upholstery and related cleaning services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means the person, firm or company booking or receiving the services.
Company means Harrow Carpet Cleaners, the provider of the services.
Premises means the property or location where the services are to be carried out.
Services means carpet, rug, upholstery and any associated cleaning or treatment work agreed between the Company and the Client.
Agreement means the contract between the Company and the Client incorporating these Terms and Conditions.
2. Scope of Services
2.1 The Company will provide the Services as described in the booking confirmation, quotation or other written description agreed with the Client.
2.2 Services may include, but are not limited to, carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising and related cleaning tasks appropriate to the Premises.
2.3 The Company reserves the right to refuse or discontinue services if the Premises are unsafe, inaccessible, or if the Company reasonably believes that the health and safety of its operatives may be at risk.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s chosen booking channels as advertised from time to time.
3.2 At the time of booking, the Client must provide accurate information regarding the Premises and the required Services, including property type, approximate room sizes, number of items to be cleaned, parking availability and any particular areas of concern.
3.3 The Company will issue a booking confirmation setting out the agreed Services, the estimated price and the scheduled date and time. The Agreement is formed when the Company confirms the booking.
3.4 Any additional work requested by the Client on the day of service that falls outside the original booking may be carried out at the Company’s discretion and may incur additional charges. The Company may issue a revised estimate or invoice for such additional work.
3.5 The Client is responsible for ensuring that someone with authority to grant access to the Premises is present at the agreed time, or that arrangements for key collection and return have been made and accepted by the Company in advance.
4. Pricing and Quotations
4.1 Unless otherwise stated, all prices quoted by the Company are in pounds sterling and may be inclusive or exclusive of VAT as specified in the quotation or booking confirmation.
4.2 Any quotation given by the Company is based on the information provided by the Client. If at the time of service the actual condition, size or configuration of the Premises or items to be cleaned differs from that described, the Company reserves the right to amend the price accordingly.
4.3 The Company may offer promotional prices or discounts from time to time. Such offers are subject to any specific terms stated and may be withdrawn at any time.
4.4 Minimum call out charges may apply and will be communicated at the time of booking or in the quotation.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of service.
5.2 The Company accepts the payment methods specified by it from time to time, which may include cash, card and bank transfer. Details of acceptable methods will be provided at the time of booking or in the booking confirmation.
5.3 For commercial Clients or larger projects, the Company may require a deposit or may operate on an invoice basis, in which case payment terms will be specified in the invoice or separate agreement. Standard payment terms for invoices are 14 calendar days from the invoice date unless otherwise agreed in writing.
5.4 If payment is not received by the due date, the Company reserves the right to charge interest on outstanding amounts at the statutory rate applicable to late payments and to recover reasonable costs incurred in pursuing the debt.
5.5 The Client is not entitled to withhold or set off any sum from payments due to the Company unless agreed in writing or required by law.
6. Cancellations and Rescheduling
6.1 The Client may cancel or request to reschedule a booking by contacting the Company during normal business hours.
6.2 If the Client cancels the booking more than 48 hours before the scheduled start time, no cancellation fee will normally be charged, unless a non-refundable deposit was expressly agreed.
6.3 If the Client cancels the booking less than 48 hours but more than 24 hours before the scheduled start time, the Company reserves the right to charge a cancellation fee of up to 50 percent of the estimated service cost.
6.4 If the Client cancels the booking less than 24 hours before the scheduled start time, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge up to 100 percent of the estimated service cost to cover lost time and expenses.
6.5 In the event of severe weather, illness, operational difficulties or other circumstances beyond its reasonable control, the Company may need to cancel or reschedule the booking. In such cases, the Company will endeavour to notify the Client as soon as reasonably practicable and to arrange an alternative appointment. The Company will not be liable for any indirect losses resulting from such cancellations or rescheduling.
7. Client Obligations
7.1 The Client must ensure that the Premises are accessible at the agreed time and that all necessary keys, entry codes or parking permissions have been arranged.
7.2 The Client is responsible for moving fragile items, small furniture, valuables, breakables and personal belongings from the areas to be cleaned before the arrival of the Company’s operatives, unless otherwise agreed.
7.3 The Client must inform the Company of any known hazards, risks or special conditions at the Premises, including any allergies or sensitivities to cleaning products, fragile flooring, loose fittings, or pre-existing damage.
7.4 The Client shall provide access to electrical power and, where needed, a water supply for the duration of the Services.
7.5 The Client undertakes not to instruct the Company’s operatives to carry out any work that falls outside normal cleaning activities, particularly work that may be unsafe or not covered by the Company’s insurance.
8. Service Standards and Limitations
8.1 The Company will perform the Services with reasonable skill and care and in accordance with generally accepted industry standards.
8.2 While the Company will use appropriate methods and products to treat stains, spots and odours, it cannot guarantee complete removal in all cases. The success of treatment depends on the nature, age and origin of the stain and any prior attempts at cleaning.
8.3 The Client acknowledges that certain types of carpets, fabrics and materials are inherently more delicate. The Company will exercise care but may decline to treat items that in its professional opinion present an unacceptable risk of damage.
8.4 Drying times for carpets and upholstery can vary depending on material, ventilation, temperature and humidity. Any drying time given by the Company is an estimate only.
8.5 The Client should avoid walking on recently cleaned carpets with outdoor footwear until the fibres are fully dry, and should take care to prevent slips, particularly when moving between wet and dry flooring surfaces.
9. Waste Regulations and Disposal
9.1 The Company will handle and dispose of waste generated in the course of providing the Services in accordance with applicable waste management and environmental regulations.
9.2 Standard waste produced during carpet and upholstery cleaning, such as soiled water and used consumables, will be managed by the Company in line with current guidance. Certain types of waste, such as sharps, hazardous substances or contaminated items, fall outside the Company’s normal scope of work.
9.3 The Client is responsible for informing the Company in advance if any area or item to be cleaned may be contaminated with hazardous or biological waste. The Company reserves the right to refuse service or to arrange specialist treatment at additional cost if required.
9.4 The Client must not ask the Company’s operatives to remove or transport waste that is regulated, hazardous or not directly generated by the Services. Responsibility for such waste remains with the Client.
10. Damage, Liability and Insurance
10.1 The Company will maintain appropriate public liability insurance and, where applicable, employers liability insurance to cover its activities.
10.2 The Client must report any alleged damage to property, items or fixtures that they believe has been caused by the Company’s operatives in writing as soon as reasonably practicable and in any event within 48 hours of completion of the Services. The Client should provide clear photographs and a detailed description.
10.3 The Company shall not be liable for wear, discolouration, fading, pre-existing damage, shrinkage, pile distortion, loose seams or other issues that are due to the condition, age or nature of the material rather than negligence on the part of the Company.
10.4 The Company shall not be liable for any loss or damage arising from failure by the Client to follow aftercare advice or reasonable instructions, including guidance on drying times, ventilation, and safe use of the treated areas.
10.5 To the fullest extent permitted by law, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the amount actually paid by the Client for the specific Services giving rise to the claim.
10.6 Nothing in these Terms and Conditions shall limit or exclude 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.
10.7 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment, arising out of or in connection with the Services.
11. Complaints and Remedies
11.1 If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, providing reasonable details of the issue.
11.2 Where a complaint is made within a reasonable time and is, in the Company’s opinion, justified, the Company may at its discretion offer to re-clean the affected area, provide a partial refund or another appropriate remedy.
11.3 The Client must allow the Company a reasonable opportunity to inspect and, where appropriate, rectify any issue before arranging third-party repairs or services. The Company will not be responsible for costs incurred without its prior written consent.
12. Access, Parking and Charges
12.1 The Client is responsible for ensuring that adequate parking or access is available for the Company’s vehicles close to the Premises for the duration of the Services.
12.2 Any parking fees, permits or congestion charges reasonably incurred as a direct result of providing the Services at the Premises may be added to the final invoice or otherwise charged to the Client, provided they have been brought to the Client’s attention.
13. Privacy and Data Protection
13.1 The Company will handle personal data provided by the Client in accordance with applicable data protection laws.
13.2 Personal data may be used for the purpose of managing bookings, issuing invoices, handling payments, improving services and communicating with the Client. The Company will take reasonable steps to keep such data secure.
13.3 The Client has the right to request access to their personal data held by the Company and to request correction of any inaccuracies.
14. Force Majeure
14.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, power failure, industrial disputes, accidents, illness, epidemics, governmental restrictions or acts of God.
14.2 In such cases, the Company will use reasonable endeavours to notify the Client and to perform or reschedule the Services as soon as reasonably practicable.
15. Variations to Terms
15.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the revised terms.
15.2 For ongoing or long-term arrangements, the Company will inform affected Clients of any material changes to these Terms and Conditions.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 the Services.
17. Severability
17.1 If any provision or part provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal or unenforceable, that provision or part provision shall, to the extent required, be deemed to be deleted, and the validity and enforceability of the remaining provisions shall not be affected.
18. Entire Agreement
18.1 These Terms and Conditions, together with any booking confirmation and agreed written variations, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence, understandings or agreements.
By proceeding with a booking or allowing the Services to be carried out, the Client confirms that they have read, understood and agree to these Terms and Conditions.