Terms And Conditions
Hounslow Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Carpet Cleaners provides professional cleaning services to domestic and commercial customers. By booking or using any of 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 expressions shall have the meanings set out below:
Customer means the individual, company or organisation requesting or receiving cleaning or related services from Hounslow Carpet Cleaners.
Company, we, us or our means Hounslow Carpet Cleaners and any authorised representatives or subcontractors engaged to perform services on our behalf.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, end of tenancy cleaning or any related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written or verbal quotation accepted by the Customer.
2. Scope of Services
The Company provides professional cleaning services primarily within Hounslow and surrounding areas. Services may include, but are not limited to, carpet cleaning, upholstery cleaning, rug cleaning, stain and odour treatment, and related cleaning tasks as agreed at the time of booking.
The exact scope of work for each booking will be described in the quotation or confirmation provided to the Customer. The Company reserves the right to refuse any job that falls outside its standard service offering, that is unsafe, or that cannot reasonably be carried out with the equipment and resources available.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Companys accepted communication channels. By making a booking request, the Customer confirms that they have the authority to enter into this Agreement in respect of the Premises and the Services.
3.2 A booking is only considered confirmed once the Company has provided a verbal or written confirmation and, where applicable, the Customer has accepted the quotation and complied with any deposit requirements.
3.3 The Customer must provide accurate information regarding the size and condition of the areas to be cleaned, access details, parking arrangements and any relevant special requirements. If on arrival the actual condition or size of the area differs significantly from that described, the Company reserves the right to adjust the price, alter the scope of work or decline the job.
3.4 The Customer is responsible for ensuring that adequate access is available to the Premises on the agreed date and time of service. This includes arranging any necessary parking permits and entry instructions. Time spent by the Company waiting for access may be chargeable.
4. Pricing and Quotations
4.1 The Company may provide quotations based on information supplied by the Customer, including measurements, photos or descriptions. All quotations are given in good faith but are subject to revision if the information provided is inaccurate or incomplete.
4.2 Unless otherwise stated, all prices quoted are exclusive of any applicable taxes or statutory charges that may apply from time to time. The Customer will be informed of the total cost of the Services before the booking is confirmed.
4.3 The Company may amend its standard price list at any time. Price changes will not affect confirmed bookings where a quotation has been accepted, except where the scope of Services has changed.
5. Payments
5.1 Payment is due in full upon completion of the Services, unless otherwise agreed in writing prior to the service date. For certain bookings, the Company may require partial or full prepayment or a deposit.
5.2 The Company accepts payment by methods notified to the Customer at the time of booking. The Customer agrees to ensure that sufficient funds are available and that payment can be processed on the agreed date.
5.3 Where an invoice is issued with agreed credit terms, payment must be received by the due date stated on the invoice. The Company reserves the right to charge interest on overdue amounts at the statutory rate permitted in the United Kingdom, accruing on a daily basis until payment is received in full.
5.4 In the event of non-payment, the Company may suspend or cancel further Services and may take steps to recover any outstanding sums, including reasonable costs of debt recovery.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or request to reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Customer should give as much notice as reasonably possible.
6.2 The Company reserves the right to charge a cancellation fee where a booking is cancelled or significantly changed by the Customer on short notice. This may include, without limitation, circumstances where the operative arrives at the Premises and is unable to gain access, or where the Customer is not present where required to provide entry.
6.3 If access to the Premises is not possible at the agreed time, or the work cannot be carried out due to circumstances within the Customers control, the Company may apply a call-out charge or treat the visit as cancelled and payable in full.
6.4 The Company may cancel or reschedule a booking where necessary due to events beyond its reasonable control, including adverse weather, staff sickness, equipment failure, safety concerns or other operational reasons. The Company will endeavour to notify the Customer as soon as possible and to offer an alternative appointment. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling.
7. Customer Obligations
7.1 The Customer shall ensure that the Premises are safe and suitable for the provision of the Services. This includes ensuring that electricity and water supplies are available where reasonably required and that there are no hazards which could endanger the Companys operatives.
7.2 The Customer shall remove, or secure, fragile, valuable or sentimental items from areas in which Services will be carried out. The Company accepts no responsibility for any loss or damage to items left in areas being cleaned unless such loss or damage is caused by the proven negligence of the Company.
7.3 The Customer shall inform the Company of any known defects or risks relating to the Premises, including loose carpets, damaged flooring, unstable fittings, existing stains or pre-existing damage.
7.4 Where children, pets or other occupants are present at the Premises during the cleaning, the Customer is responsible for keeping them away from work areas for health and safety reasons and to prevent interference with the Services.
8. Service Performance and Results
8.1 The Company will use reasonable skill and care in performing the Services and will follow appropriate industry methods and guidelines. However, the Customer acknowledges that results can vary depending on factors such as carpet age, fibre type, previous cleaning methods, existing damage and the nature of stains or soiling.
8.2 The Company does not guarantee that all stains, marks or odours will be removed entirely. Some stains may be permanent and some odours may persist despite professional treatment. The Company will advise the Customer where it considers that expectations may need to be adjusted.
8.3 The Company shall not be responsible for wear, discolouration, shading, pile distortion or other changes in appearance that become apparent following cleaning but which were caused by pre-existing conditions, poor installation, heavy traffic, sunlight exposure, or the natural characteristics of the material.
8.4 The Customer agrees to follow any aftercare advice given by the Company, including recommended drying times and restrictions on use of cleaned areas. The Company shall not be liable for damage or re-soiling caused by failure to follow such advice.
9. Liability and Insurance
9.1 The Company maintains appropriate insurance cover for its Services. Details of insurance cover can be provided upon request.
9.2 The Company will be liable for direct loss or damage to the Customers property where such loss or damage is caused by the proven negligence or wilful misconduct of the Company or its operatives, subject to the limitations set out in this Agreement.
9.3 The Company shall not be liable for any indirect, consequential or economic loss, including loss of profit, business interruption, loss of use or loss of opportunity, arising out of or in connection with the provision of the Services.
9.4 The Companys total aggregate liability to the Customer arising from any single event or series of related events shall be limited to the value of the Services provided under the specific booking giving rise to the claim, except where such limitation is prohibited by law.
9.5 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be excluded or limited under the laws of England and Wales.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of waste generated during the provision of Services in accordance with applicable waste management and environmental regulations in the United Kingdom.
10.2 Any waste collected during the cleaning process, including extracted soiling, used filters or disposable materials, will be removed or managed responsibly by the Company or by an approved waste carrier, unless otherwise agreed with the Customer.
10.3 The Customer shall not request the Company to dispose of items or substances that may contravene applicable waste laws or pose undue environmental or health risks. This includes hazardous materials, controlled waste and substances not normally associated with domestic or commercial cleaning.
10.4 Where the Customer requires the removal of large quantities of waste or items not ordinarily generated by the cleaning process, additional charges may apply and separate arrangements may be required.
11. Complaints and Claims
11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as reasonably possible, preferably within 24 hours of the work being completed, so that the Company has an opportunity to inspect and, where appropriate, rectify the issue.
11.2 In the event of a complaint, the Company may request evidence, including photographs and a description of the problem, and may arrange a revisit to inspect the area. The Customer agrees to provide reasonable access to the Premises for this purpose.
11.3 Any claims for loss or damage must be made in writing and supported by relevant evidence. The Company reserves the right to investigate and, where appropriate, obtain independent assessment before deciding on any remedy.
11.4 Where a complaint is upheld, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund or other appropriate remedy, subject always to the liability limitations set out in these Terms and Conditions.
12. Personal Data and Privacy
12.1 The Company may collect and process personal data relating to the Customer, including contact details, service history and payment information, for the purposes of fulfilling bookings, managing the customer relationship and complying with legal obligations.
12.2 The Company will take reasonable steps to safeguard personal data and will not sell or share such data with unrelated third parties except where required by law or where necessary to deliver the Services.
12.3 The Customer has certain rights under data protection laws, including rights of access and correction. Any such requests should be addressed through the Companys normal communication channels.
13. Amendments to Terms
13.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings and will be made available upon request.
13.2 For existing confirmed bookings, the version of the Terms and Conditions in force at the time of confirmation will apply, unless a change in law requires otherwise.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any Agreement arising from them, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 their subject matter.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be severed from the remaining provisions, which shall continue in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
15.3 The Customer may not assign or transfer any of their rights or obligations under this Agreement without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations, provided that this does not adversely affect the Customers rights.
15.4 These Terms and Conditions, together with any quotation and booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, representations or agreements.
