Hornsey Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hornsey Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking a service with Hornsey Carpet Cleaners, 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 have the meanings set out below:
Customer means the individual, company or organisation that requests and purchases services from Hornsey Carpet Cleaners.
Company means Hornsey Carpet Cleaners, the provider of the cleaning services.
Services means any carpet, upholstery, rug, hard floor, end of tenancy, general domestic or commercial cleaning services and any related work provided by the Company.
Premises means the property or location at which the Services are to be performed.
Technician means any employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company agrees to provide the Services as described at the time of booking and confirmed in the booking confirmation. The exact scope of work, including rooms, areas, and items to be cleaned, will be based on the details supplied by the Customer and any subsequent written agreement.
The Company reserves the right to adjust the quoted price or the scope of work if, upon arrival at the Premises, the Technician finds that the condition or size of the areas to be cleaned differs substantially from the information provided by the Customer at the time of booking.
The Company does not undertake structural repairs, pest control, or any work requiring specialist licences or certifications that it does not hold. Heavy furniture moving, high-level work requiring special access equipment, and tasks outside normal domestic and commercial cleaning fall outside the standard Services unless expressly agreed in writing.
3. Booking Process
Bookings can be made by the Customer through the Company’s accepted communication methods. The Customer must provide accurate information about the property type, size, number of rooms, type of flooring, access instructions, and any particular requirements.
A booking is considered an offer by the Customer to purchase the Services in accordance with these Terms and Conditions. The Company is not obliged to accept a booking and may decline or cancel it at its discretion. A contract is formed only when the Company sends a confirmation of the booking, specifying the date, approximate time window, and agreed Services.
The Customer is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed time or that suitable arrangements for access have been made in advance. The Customer must also ensure that the Premises are generally tidy and that personal items and valuables are safely stored away before the commencement of the Services.
Any special instructions, such as alarm codes, parking restrictions, or entry via concierge or key collection points, must be clearly communicated at the time of booking. The Company cannot be held responsible for delays or inability to perform the Services arising from insufficient or incorrect access information.
4. Pricing and Quotations
All prices are provided based on the information supplied by the Customer and the Company’s current rate structure. Prices may be given as fixed quotes for specified tasks or as estimates subject to confirmation on site.
If, during the initial inspection at the Premises, the Technician identifies that the condition of carpets, floors, upholstery, or other areas is significantly worse than reasonably anticipated, the Company may propose a revised price or reduced scope of work. The Customer will be informed before additional charges are incurred. If the Customer does not accept the revised price or scope, the Company reserves the right to cancel the booking and may charge a reasonable call-out fee to cover travel and administrative costs.
Prices do not include parking fees or congestion charges unless expressly stated. Where such costs are incurred in order to provide the Services, they may be added to the final invoice.
5. Payment Terms
Unless otherwise agreed, payment for one-off Services is due immediately upon completion of the work. For ongoing or contract cleaning, payment terms will be set out in the Customer’s specific service agreement or invoice.
The Company accepts payment by commonly used methods as notified to the Customer at the time of booking or invoicing. The Customer must ensure that payment is made in full and without set-off, counterclaim, or deduction.
Where a deposit is required to secure a booking, it will be applied towards the final invoice. Deposits are generally non-refundable in the event of a late cancellation by the Customer, subject to the cancellation terms below.
If payment is not received by the due date, the Company may charge interest on overdue amounts at a reasonable rate and may suspend or cancel further Services until all outstanding sums are settled. The Customer will be liable for any reasonable costs incurred by the Company in recovering overdue payments, including administrative and legal expenses.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company as much notice as possible. To avoid a cancellation or rescheduling fee, the Customer is generally required to provide at least 48 hours notice prior to the scheduled start time, unless a different notice period is expressly agreed.
Cancellations or rescheduling requests made with less than the required notice may incur a fee up to a reasonable proportion of the agreed service price, which may include retention of any deposit paid. Where the Technician arrives at the Premises and is unable to gain access, or is turned away, this will be treated as a late cancellation and a full or partial fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to severe weather, traffic disruption, staff illness, equipment failure, or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment at the earliest mutually convenient time. The Company is not liable for any loss incurred by the Customer due to such cancellation or rescheduling, beyond a refund of any amounts paid specifically for the cancelled appointment.
7. Customer Responsibilities
The Customer must ensure that the Premises are safe and that the Technician has clear access to the areas to be cleaned. The Customer should remove small furniture and personal belongings from floors and surfaces where cleaning is to take place, unless otherwise agreed.
The Customer is responsible for securing valuable, fragile, or sentimental items. The Company will exercise reasonable care while working on the Premises but cannot be responsible for items left in areas subject to cleaning that are not removed or protected by the Customer.
Where children, pets, or vulnerable persons are present at the Premises, the Customer must ensure they are supervised and kept away from cleaning equipment, chemicals, and wet areas for their own safety.
8. Service Quality and Complaints
The Company aims to deliver Services to a professional standard. If the Customer is dissatisfied with any aspect of the work, they must notify the Company as soon as reasonably possible, providing full details and, where appropriate, photographic evidence.
In many cases, the Company may offer to return to the Premises to inspect and, where reasonable, rectify issues related to the original work. This is subject to the Customer giving the Company a fair opportunity to inspect and remedy the situation. Refunds or partial refunds are considered on a case-by-case basis and are at the Company’s discretion.
The effectiveness of cleaning can be limited by the age, material, or pre-existing condition of carpets, rugs, upholstery, and other surfaces. Stain removal cannot be guaranteed, particularly where stains are old, have been treated with unsuitable products, or have damaged the fibres or backing. The Company does not accept liability where a desired result cannot be achieved due to such inherent limitations.
9. Liability and Insurance
The Company holds appropriate insurance cover for public liability and, where applicable, employer’s liability. Details of cover can be made available upon request.
The Company will be liable for direct physical damage to property at the Premises caused by its negligence, up to the limit of its insurance cover. The Company is not liable for pre-existing damage, wear and tear, discolouration, shrinkage, loose joins or fittings, poor installation, or damage resulting from the use of unsuitable cleaning products or methods previously applied by the Customer or third parties.
The Customer must notify the Company of any damage allegedly caused by the Company’s Technician within a reasonable time after the Service, providing evidence where possible. The Company reserves the right to arrange an independent inspection or assessment before admitting liability or agreeing any repair or compensation.
The Company will not be liable for any loss of profit, loss of use, loss of business, or any indirect or consequential losses of the Customer arising from the provision or non-provision of the Services. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, or any other liability that cannot be excluded under applicable law.
10. Health, Safety and Access
The Company will carry out the Services in a manner consistent with health and safety legislation and good practice. The Technician may decline to work in areas that are unsafe or present unacceptable risks, including but not limited to severe clutter, hazardous waste, exposed wiring, or aggressive behaviour on site.
The Customer must ensure that adequate lighting, running water, and electrical power are available at the Premises. The Customer is responsible for ensuring that parking is available or that the Company is informed of local parking arrangements. Any penalties resulting from inaccurate or insufficient information about parking restrictions may be charged to the Customer.
11. Waste Handling and Regulations
In the course of providing the Services, the Company may generate waste such as dirty water, used cleaning materials, empty product containers, and general debris from minor tidying activities. The Company will handle and dispose of such waste in accordance with relevant environmental and waste regulations.
Standard domestic waste and recyclable materials will, where practical, be placed in the Customer’s own bins or waste collection points at the Premises. The Company does not normally remove large volumes of waste off site unless specifically agreed and charged for in advance.
The Company does not handle hazardous, clinical, or regulated waste unless it is specifically contracted and licensed to do so. This includes but is not limited to sharps, medical waste, chemical residues, or materials contaminated with substances requiring specialist disposal. If such waste is encountered, the Technician may suspend work in the affected area and inform the Customer of the need for appropriate specialist services.
Where the Company agrees to remove waste from the Premises, this will be done in compliance with all applicable waste carrier and disposal requirements. The Customer agrees not to request or allow the Company to dispose of waste in any unlawful or inappropriate manner.
12. Personal Data and Privacy
The Company will collect and process personal data such as names, addresses, and contact details for the purposes of managing bookings, delivering Services, handling payments, and administering customer relationships. Personal data will be processed in line with applicable data protection laws and used only for legitimate business purposes.
The Customer is responsible for ensuring that the Company can lawfully access and process any personal data present at the Premises that is incidental to the provision of the Services, and for taking reasonable steps to secure sensitive documents or devices before the Service.
13. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or its operating procedures. The version in force at the time of the Customer’s booking will apply to that specific Service. Updated terms may be applied to future bookings.
14. 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, 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, the Services, or their subject matter.
15. General Provisions
If any provision of these Terms and Conditions is found by any court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.
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. The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
These Terms and Conditions, together with the details of any confirmed booking or written agreement, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous agreements, understandings, or arrangements.