Highbury Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Highbury Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by these terms, which are designed to keep the service clear, fair, and consistent for both parties. References to we, us, and our mean Highbury Carpet Cleaners; references to you and your mean the customer, client, or person making the booking. These terms apply to all carpet cleaning services, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related work unless we agree otherwise in writing.

We may update these terms from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will normally apply to that booking, unless a later version is required by law. Please read these terms carefully before confirming an appointment. If you are booking on behalf of another person or business, you confirm that you have authority to agree to these terms on their behalf. The expression carpet cleaning service includes any part of the service, whether standalone or alongside other tasks.

By requesting an appointment, you confirm that you have the legal right to allow access to the property and any items to be cleaned. You also confirm that the areas to be treated are suitable for the work requested. Where special instructions are given, we will try to follow them, but this does not create a guarantee unless we expressly agree it in writing. Nothing in these terms affects your statutory rights as a consumer under UK law.

Booking Process

Bookings may be made by phone, email, online form, text message, or any other method we make available. A booking is only confirmed when we have accepted the request and provided a date, time, and service details. In some cases, we may ask for photographs, room counts, fabric details, or other information to assess the work and estimate time, equipment, and pricing. If the information provided is incomplete or inaccurate, the quote or appointment may need to be revised.

You are responsible for ensuring that the booking details are correct, including the property address, access arrangements, parking requirements, room sizes, and any hazards that may affect the work. If the service involves delicate materials, antique items, specialist fibres, or heavily stained surfaces, you should tell us in advance. We may refuse or alter the booking if we consider that the requested work is unsuitable, unsafe, or outside our service scope. Our acceptance of a booking does not mean that every stain, odour, or mark can be completely removed.

Arrival times are given as estimates and may be affected by travel conditions, job overruns, or other operational delays. We will aim to attend within the agreed period, but a delay does not automatically entitle you to compensation. If we are unable to attend due to exceptional circumstances, we will contact you as soon as reasonably possible to rearrange the appointment. You must ensure that someone over 18 is available to provide access if required, unless we have agreed a different arrangement.

Payments and Pricing

Prices may be quoted as fixed fees, estimates, hourly rates, or a combination of these, depending on the nature of the work. Any quotation is based on the information available at the time and may change if the actual conditions differ materially from those described. Additional charges may apply where the service requires extra labour, specialist products, heavy furniture movement, repeat treatment, parking fees, congestion charges, or work outside normal hours, where applicable and lawful.

Unless we agree otherwise, payment is due on completion of the service or within the stated invoice period. We may accept payment by cash, bank transfer, debit card, credit card, or other methods notified to you in advance. If payment is not received on time, we may charge interest and recover reasonable costs in line with the Late Payment of Commercial Debts legislation where applicable, or take other lawful steps to recover the debt. Any discounts, promotions, or special offers are subject to availability and may be withdrawn or amended at our discretion.

For certain bookings, we may request a deposit or part-payment to secure the appointment. If a deposit is required, this will be explained before confirmation. Deposits may be non-refundable in the event of late cancellation or non-attendance, as described below. If you dispute an invoice, you must notify us promptly and provide details of the issue. You must pay any undisputed amount by the due date. The fact that you raise a query does not remove your obligation to pay for work properly carried out.

Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type and value of the job, but we may charge a cancellation fee if we have reserved time, ordered materials, or sent a team to the property. If you cancel at short notice, or if access is not provided at the agreed time, we may charge for lost time, travel, and any preparatory costs already incurred, provided that the charge is reasonable.

If we need to cancel or rearrange your appointment, we will give you notice as soon as reasonably practicable and offer an alternative date where available. We will not be liable for any indirect losses arising from a cancellation or rescheduling caused by events beyond our reasonable control, such as severe weather, vehicle breakdown, illness, supply disruption, or other operational issues. In all cases, our aim is to act fairly and keep disruption to a minimum.

If you are late or unavailable, we may wait for a reasonable period before treating the booking as a missed appointment. Where we do so, the full or partial booking fee may still be payable. Repeated cancellations, persistent missed appointments, or abusive behaviour may lead us to refuse future bookings. Any refund due, if applicable, will be made using the original payment method where practicable and within a reasonable period.

Service Standards and Customer Responsibilities

We will carry out the service with reasonable care and skill, using methods and products we consider appropriate for the item or surface being treated. However, cleaning results vary depending on fabric type, wear, age, previous treatment, staining, moisture retention, and environmental conditions. Some marks may be permanent or may only improve rather than disappear entirely. Where pre-existing damage, fading, shrinkage, dye transfer, weak seams, or hidden defects are present, these may become apparent during or after cleaning.

You must clear the working area as far as reasonably possible before we arrive, unless we have agreed a furniture-moving service. This includes removing fragile items, valuables, personal possessions, and any items that may be damaged by cleaning or moving. You should also ensure that water, electricity, and reasonable ventilation are available where needed. If the property has pets, you must make suitable arrangements to keep them safe and out of the work area.

Where we advise that an item should not be cleaned due to risk of damage, you are responsible for deciding whether to proceed. If you instruct us to continue against our recommendation, you accept the increased risk, except where damage is caused by our negligence. We may refuse to clean items that are excessively soiled, infested, contaminated, or unsuitable for hygienic, technical, or safety reasons. Any such refusal will not normally be treated as a breach of contract.

Liability and Limitations

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. Subject to that, we are not liable for losses that are indirect, consequential, or purely economic where those losses were not reasonably foreseeable at the time of the booking. This includes loss of profit, loss of business opportunity, or loss of goodwill.

If we are responsible for damage to your property, our liability will be limited to the reasonable cost of repair or replacement, taking into account wear and tear, age, quality, and current market value. We are not responsible for damage resulting from pre-existing weakness, unsuitable materials, poor maintenance, hidden defects, or your failure to disclose relevant information. You should tell us about any special risks before work begins, including underfloor heating, loose fittings, fragile skirtings, or items that have been previously treated with specialist chemicals.

Claims for loss or damage must be reported to us within a reasonable time after the event and, where possible, before the items are moved, used, or repaired. You must give us a fair opportunity to inspect the issue and, where appropriate, to put matters right. We may ask for photographs, proof of purchase, or other reasonable evidence. Our liability, where established, will never exceed the amount paid or payable for the relevant service, except where the law requires otherwise.

Waste Regulations, Environmental Handling, and Disposal

We will handle waste, wastewater, used packaging, and cleaning residues in accordance with applicable UK environmental and waste regulations. We will not knowingly dispose of materials unlawfully, and we expect customers to cooperate where waste handling is part of the service. Where our work produces waste that must be removed, we will dispose of it responsibly using lawful and environmentally appropriate methods. Some materials may need special handling, segregation, or transfer to approved facilities.

You must tell us in advance if any area or item to be cleaned may involve biohazards, hazardous substances, bodily fluids, mould contamination, chemical residues, sharps, needles, or other regulated waste. We may decline such work unless suitable arrangements, risk assessments, and lawful disposal methods are in place. If we agree to handle any unusual waste stream, additional charges may apply to cover specialist equipment, protective measures, transport, and compliant disposal. You are responsible for ensuring that the property contents and waste you ask us to handle do not breach any law.

We may take reasonable steps to protect the environment by choosing suitable products, reducing unnecessary water use, and minimising waste where practical. However, environmental outcomes may vary according to the condition of the items and the nature of the stain or contamination. You must not request disposal practices that would require us to act unlawfully or contrary to professional standards. Where we believe a requested method would breach waste regulations, we are entitled to refuse that aspect of the work.

Data, Access, and Security

We may collect and use limited personal information to manage bookings, invoices, communications, and service records. Such information will be handled in line with applicable data protection law. We will take reasonable steps to keep customer information secure, but you are responsible for keeping your own devices, passwords, and communication accounts secure. If you ask us to enter a property, you are responsible for ensuring that access arrangements are lawful and safe.

If keys, codes, alarms, or other access methods are provided, you must make sure they are accurate and that any alarm systems are set out for us clearly before the appointment. We will exercise reasonable care while on your premises, but we are not responsible for losses caused by inaccurate access instructions, defective locks, faulty alarms, or unsafe premises unless due to our negligence. We may refuse access where we reasonably believe entry would be unsafe or unlawful.

We may take notes or photographs for service records, quality control, and dispute handling. Such records will be used only for legitimate business purposes, unless otherwise required by law. We do not sell customer data. Where the law permits or requires us to keep records, we may retain them for a reasonable period.

Force Majeure, Changes, and General Provisions

We will not be in breach of these terms if we are prevented from or delayed in carrying out our obligations by events outside our reasonable control. These may include severe weather, fire, flooding, accident, industrial action, illness, epidemic, interruption to utilities, transport problems, supply shortages, or governmental restrictions. If such an event occurs, we will take reasonable steps to resume service or rearrange the booking where possible.

We may amend the scope of service, prices, or operational rules where reasonable to do so, provided that any change does not affect bookings already accepted unless necessary for legal or safety reasons. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue in force. A failure by either party to enforce a right immediately does not waive that right. Any variation to these terms must be agreed by us in writing.

These Terms and Conditions are intended to be read together with any written quotation, invoice, or service confirmation issued for the relevant job. If there is any conflict, the written quotation or confirmation will apply only to the extent of that specific inconsistency and only if it clearly states that it overrides these terms. These terms form the entire agreement between you and us in relation to the service, unless otherwise agreed in writing.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections of your local jurisdiction may still apply where relevant and cannot be excluded. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless the law requires otherwise.

By booking with Highbury Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these terms. If any question arises about interpretation, we will aim to interpret the terms reasonably and consistently with UK consumer law and common commercial practice. These terms are designed to protect both parties and support a professional carpet cleaning service relationship.

We recommend that you keep a copy of these Terms and Conditions for your records. They apply to the extent permitted by law and are not intended to remove any rights you may have that cannot lawfully be excluded. Thank you for choosing Highbury Carpet Cleaners for your cleaning needs.