Terms And Conditions

Hounslow Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Hounslow Carpet Cleaning provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By booking or receiving any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

Customer means the individual or business who requests or receives services.

Company means Hounslow Carpet Cleaning, which provides the services.

Services means carpet, rug, upholstery and related cleaning services, as described at the time of booking.

Premises means the property, building or area where the services are to be carried out.

Technician means any employee, worker or subcontractor authorised by the Company to carry out the services.

2. Scope of Services

The Company provides professional carpet, rug and upholstery cleaning services, and may also provide related services such as stain treatment, deodorising and fabric protection, subject to availability. The exact scope of work for each booking will be agreed with the Customer at the time of booking or during the initial site assessment.

The Company will use professional cleaning methods, including hot water extraction, low-moisture or dry cleaning systems, as appropriate for the materials and in line with the manufacturer guidance where reasonably available. The Company does not guarantee that any particular stain, odour or mark will be removed and will not be liable for any loss arising where stains cannot be treated successfully.

3. Booking Process

Bookings may be made by the Customer through the Company’s accepted communication channels. A booking is only confirmed when the Company has accepted the request and has provided confirmation of the date, time window and indicative price, either verbally or in writing.

The Customer is responsible for providing accurate information at the time of booking, including the type and size of areas or items to be cleaned, any known stains or damage, access information, parking arrangements and any particular requirements. If information is incomplete or inaccurate, the Company reserves the right to adjust the price or, where necessary, decline or reschedule the booking.

For larger jobs or commercial premises, the Company may require a site visit or photographs before confirming the booking. Any quotation provided following such assessment will be based on the information available at that time.

4. Access and Customer Responsibilities

The Customer must ensure that the Premises are accessible at the agreed time. This includes providing clear access to the areas to be cleaned and ensuring that there is adequate lighting, electricity and, where needed, access to water.

The Customer must arrange suitable parking for the Company’s vehicle where reasonably possible. If paid parking is required, the Customer may be responsible for the associated costs, as agreed at the time of booking or as reasonably required on the day of service.

The Customer is responsible for removing small items, breakables and valuables from the areas to be cleaned before the Technician arrives. Large furniture may be moved by the Technician where it is safe and practical to do so, but this is at the Technician’s discretion. The Company does not accept liability for damage to items left in the cleaning area that should reasonably have been removed or protected by the Customer.

The Customer is responsible for supervising children, pets and vulnerable persons during the service and keeping them away from equipment, cleaning solutions and wet surfaces for safety reasons.

5. Pricing and Quotations

Unless otherwise stated, all prices are provided in pounds sterling and include any applicable taxes. Quotations are based on the information supplied by the Customer and are valid for a limited period as stated by the Company at the time of issue. The Company reserves the right to revise a quotation if the information provided was incorrect or if the scope of work changes.

If on arrival the Technician finds that the job is significantly different from what was described at the time of booking, the Company will explain any necessary price adjustment before proceeding. If the Customer does not agree to the revised price, the Company may cancel the service. In such cases, a call-out fee may be charged to cover time and travel.

6. Payments and Deposits

Payment terms will be confirmed at the time of booking. The Company may require a deposit to secure the appointment, especially for larger or commercial jobs, or during busy periods. Deposits are usually non-refundable unless the Company cancels the booking or agrees in writing to a refund.

Unless otherwise agreed, payment is due on completion of the services on the same day. The Company accepts payment by methods confirmed at the time of booking. The Customer must ensure that they have the means to pay promptly once the service is complete.

For commercial customers with approved accounts, payment may be due within an agreed period from the date of invoice. Late payment may result in interest and reasonable recovery costs being charged in line with applicable UK law.

7. Cancellations and Rescheduling

Customers may cancel or reschedule a booking by giving reasonable notice to the Company. The required notice period will usually be at least 24 hours before the scheduled appointment time, or longer where specified for larger or specialist jobs.

If the Customer cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may include retention of any deposit paid and a reasonable amount to cover lost time and costs. If the Technician attends the Premises but cannot gain access or the Customer is not present without prior arrangement, the booking may be treated as a late cancellation and a fee may be charged.

The Company reserves the right to cancel or reschedule a booking in circumstances such as staff illness, vehicle breakdown, severe weather conditions, safety concerns, or where access cannot be confirmed. The Company will aim to give as much notice as reasonably possible and will offer an alternative appointment where practicable. In such cases, deposits will normally be transferred to the new appointment or refunded if no suitable alternative can be agreed.

8. Health, Safety and Conduct

The Company takes health and safety seriously and expects Customers to do the same. Technicians will use cleaning solutions and equipment in accordance with safety guidelines. The Customer must follow any instructions given regarding ventilation, drying times and temporary restrictions on use of certain areas.

The Company reserves the right to refuse or cease work where Technicians are subjected to abusive, threatening or inappropriate behaviour, or where conditions at the Premises pose a risk to health and safety. In such circumstances, the Customer may still be liable for all or part of the service charge.

9. Condition of Carpets, Upholstery and Surfaces

The Customer acknowledges that cleaning results depend on several factors, including age, type and condition of the materials, the nature and duration of stains, and any previous cleaning or treatments. The Company will exercise reasonable care and skill but does not guarantee that all stains, marks or odours can be removed, or that colour or texture will be restored to an as-new condition.

Some materials may be prone to wear, fading, shrinkage, dye bleed or other reactions when cleaned, especially if they are old, have existing damage, or have been treated with non-standard products previously. The Technician will assess items before cleaning and may recommend test patches or advise against certain treatments. If the Customer asks the Company to proceed contrary to such advice, this is at the Customer’s own risk.

10. Liability and Limitations

The Company will exercise reasonable care and skill in providing the services. If damage is caused directly by the negligence of the Company or its Technicians, the Company will, at its option, repair the damage, arrange for repair, or offer fair compensation up to the value of the damaged item, taking into account age, condition and fair wear and tear.

The Company will not be liable for pre-existing damage, wear or defects, including but not limited to loose seams, fraying, fading, discolouration, weakened fibres, or damage caused by improper installation or previous cleaning by third parties. The Company is also not liable for any indirect or consequential loss, such as loss of profit, loss of use, or inconvenience.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.

The Customer must notify the Company of any complaint, concern or alleged damage as soon as reasonably possible and, in any event, within 48 hours of the service, so that the Company can investigate. The Customer should provide clear details and, where applicable, photographs.

11. Waste, Disposal and Environmental Regulations

The Company will handle waste generated by its cleaning activities in compliance with relevant waste and environmental regulations in the United Kingdom. This may include the responsible disposal of used cleaning solutions, wastewater and consumables arising from the service.

Where wastewater must be disposed of on site, the Technician will use suitable drainage points such as toilets or external drains, as appropriate and lawful. The Customer authorises reasonable access to such facilities for this purpose. The Company will not dispose of waste into inappropriate locations that may cause blockages, pollution or damage.

If a particular job involves significant quantities of waste, contaminated materials or items that require specialist disposal, the Customer may be responsible for any additional disposal charges, as agreed in advance where possible.

12. Insurance

The Company maintains insurance cover appropriate for the nature of its cleaning services, in line with industry practice. Details of insurance can be provided to Customers on reasonable request. Insurance cover is subject to policy terms, conditions and exclusions imposed by the insurer.

13. Complaints and Dispute Resolution

The Company aims to provide a professional and reliable service. If the Customer is not satisfied, they should raise any concerns as soon as possible so that the Company has an opportunity to address them. The Customer should explain the issue clearly and allow the Company reasonable access to inspect and, where appropriate, rectify the problem.

In the event of a dispute, both parties will seek to resolve the matter amicably through discussion and negotiation in the first instance. If a resolution cannot be reached, either party may consider using alternative dispute resolution methods or pursue legal remedies in accordance with the governing law section below.

14. Data Protection and Privacy

The Company may collect and process personal information about Customers for the purposes of managing bookings, providing services, handling payments, dealing with enquiries and meeting its legal obligations. The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to deliver the service, comply with legal obligations, or with the Customer’s consent.

Customers have certain rights under data protection law, including rights of access and correction. Further information about how the Company handles personal data may be provided in a separate privacy notice.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. Any changes will apply to new bookings made after the updated Terms and Conditions have been issued or made available. For ongoing or long-term contracts, the Company will provide reasonable notice of any material changes.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services provided by the Company, 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 will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services.

17. General Provisions

If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy shall be deemed a waiver of that or any other right or remedy. The rights and remedies provided under these Terms and Conditions are in addition to, and not exclusive of, any rights or remedies provided by law.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.