Highbury Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Highbury Carpet Cleaners provides professional carpet, rug, upholstery and related cleaning services. By booking a service, accessing our services on site, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business, company or organisation booking or receiving the services.
Services means any cleaning, stain treatment, odour treatment, protection treatment, or related work provided by Highbury Carpet Cleaners.
Premises means the property, building, room or area where the services are to be carried out.
Operatives means employees, contractors or representatives assigned by Highbury Carpet Cleaners to provide the services.
2. Scope of Services
Highbury Carpet Cleaners provides professional carpet and soft furnishing cleaning services to residential and commercial customers within its designated service area. The specific services, including the type of cleaning, number of rooms or items, and any additional treatments, will be described in the quotation or booking confirmation provided to the customer.
All services are subject to availability and to the condition and accessibility of the items and areas to be cleaned. We reserve the right to decline or discontinue a service if, in our reasonable opinion, conditions on site make the work unsafe, inappropriate, or significantly different from the description provided at the time of booking.
3. Booking Process
3.1 Bookings may be requested by the customer through our online contact form or other accepted channels, subject to our confirmation. A booking is not confirmed until you receive explicit confirmation from Highbury Carpet Cleaners setting out the agreed date, time window, and the main details of the services to be provided.
3.2 The customer is responsible for providing accurate information at the time of booking, including the property type, number and size of rooms or items, parking arrangements, access limitations, presence of pets, and any known damage or special conditions. Quotations are based on the information supplied and are subject to review on site.
3.3 If, upon arrival, the operatives find that the circumstances differ materially from those described at the time of booking, Highbury Carpet Cleaners may adjust the price, alter the scope of services, or decline to proceed. Any revised pricing will be discussed with the customer before work continues.
3.4 Time of arrival is provided as an estimate within a time window. While we will make reasonable efforts to arrive at the agreed time, unexpected delays may occur. We will not be liable for minor delays, but will use reasonable endeavours to keep the customer informed and to reschedule where necessary.
4. Quotations and Pricing
4.1 Any quotation is based on the information given by the customer, the typical condition of items of that type, and our standard pricing structure for the service area. Quotations are generally provided free of charge and are valid for a limited period specified at the time of issue or, if not specified, for 30 days from the date of quotation.
4.2 Quotations may be revised if the customer requests additional services, the condition of the items is significantly worse than described, access or parking is more restricted than indicated, or if there are other factors that materially increase the time, difficulty or cost of providing the services.
4.3 Unless otherwise stated, prices are provided inclusive of standard labour and use of our cleaning solutions and equipment. Any extra charges such as congestion charges, parking fees, or surcharges for work outside normal working hours will be clearly explained where applicable.
5. Customer Responsibilities
5.1 The customer must ensure that:
a. adequate access to the premises is available at the agreed time;
b. any areas to be cleaned are reasonably clear of personal belongings, clutter and breakables;
c. there is a safe working environment, including appropriate lighting and ventilation;
d. pets and children are kept away from the work area for the duration of the service and for any recommended drying or settling period.
5.2 The customer is responsible for securing any fragile, valuable or irreplaceable items. While we take care when moving light furniture or items necessary to access areas to be cleaned, we do not accept responsibility for damage to items that have not been properly secured or removed by the customer.
6. Access, Parking and Keys
6.1 The customer must arrange suitable parking for our vehicle as close as reasonably possible to the premises, especially where equipment must be carried in. Any parking costs or penalties incurred due to lack of adequate information or arrangements by the customer may be added to the final invoice.
6.2 If access to the premises is not available on arrival at the agreed time, a waiting charge or abortive visit charge may apply. If operatives are unable to obtain access within a reasonable waiting period, the appointment may be treated as a late cancellation.
6.3 Where keys or access codes are provided, it is the customer’s responsibility to ensure they operate correctly. Highbury Carpet Cleaners will exercise reasonable care in safeguarding any keys or codes and will return or destroy them as agreed. We accept no liability for existing defects in locks or security systems.
7. Payments and Invoicing
7.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the services. For residential customers, payment is typically due on the day of service. For commercial customers with invoicing arrangements, payment terms will be stated on the invoice.
7.2 We accept commonly used payment methods as communicated during booking or on our invoices. Cash payments, where accepted, should be made directly to the operative and a receipt will be issued on request.
7.3 Highbury Carpet Cleaners reserves the right to require a deposit or partial prepayment for certain bookings, including larger jobs, treatments requiring specialist materials, or appointments outside normal working hours. Any deposit requirements will be confirmed at the time of booking.
7.4 If payment is not made by the due date, we may charge interest on the overdue amount at the statutory rate, and we may suspend further services until all outstanding sums are settled. The customer shall be responsible for all reasonable costs incurred in recovering overdue payments.
8. Cancellations and Rescheduling
8.1 If the customer wishes to cancel or reschedule a booking, they must provide as much notice as reasonably possible. Specific notice periods will be confirmed at the time of booking, but as a general guideline, cancellations made less than 24 hours before the appointment time may incur a cancellation fee.
8.2 Highbury Carpet Cleaners reserves the right to charge up to a reasonable percentage of the quoted price for late cancellations or where the operative attends the premises but is unable to gain access or commence the service due to circumstances within the customer’s control.
8.3 In the unlikely event that we need to cancel or significantly alter an appointment due to operational reasons, illness, severe weather or other circumstances beyond our reasonable control, we will notify the customer as soon as practicable and offer to reschedule the appointment at a mutually convenient time. We will not be liable for any consequential loss or inconvenience arising from such cancellations.
9. Condition of Items and Limitations of Cleaning
9.1 The customer acknowledges that certain types of staining, wear, damage or discolouration cannot be fully remedied by cleaning. While our operatives will use appropriate methods and products, we do not guarantee the complete removal of all stains or odours, nor the restoration of items to their original condition.
9.2 Colourfastness, shrinkage and texture changes can depend on the material composition, age, previous cleaning or treatment, and the original manufacturing quality. Highbury Carpet Cleaners will assess visible risks where possible, but the customer accepts that some changes may be unavoidable as part of a thorough cleaning process.
9.3 It is the customer’s responsibility to inform us of any known issues such as loose seams, weak backing, prior damage, or previous exposure to inappropriate cleaning products. We shall not be liable for damage arising from pre-existing conditions or inherent defects in the materials cleaned.
10. Liability and Insurance
10.1 Highbury Carpet Cleaners will exercise reasonable skill and care in providing the services and will comply with applicable health and safety requirements. We maintain appropriate insurance cover for our business activities in our service area.
10.2 If the customer believes that damage has occurred as a direct result of our services, they must notify us in writing as soon as reasonably possible and in any event within 48 hours of completion of the work, providing details and supporting evidence. We will investigate the matter and, where appropriate, seek to rectify the issue.
10.3 Our liability for any loss or damage arising out of or in connection with the services shall, to the fullest extent permitted by law, be limited to the lesser of the replacement value of the specific item affected or the total price paid for the relevant services. We shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of use, or loss of amenity.
10.4 Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
11. Waste Handling and Environmental Regulations
11.1 Highbury Carpet Cleaners complies with relevant waste and environmental regulations applicable to the handling, storage, and disposal of waste and used cleaning materials arising from our services within our operating region.
11.2 Standard services do not include removal and disposal of large quantities of customer waste, old carpets, underlay, or bulky items unless agreed in advance as part of a separate service. Any such work may be subject to additional charges and regulatory requirements.
11.3 The customer remains responsible for the lawful disposal of any waste that does not form part of our cleaning process. Where we do remove limited waste such as used cleaning pads, small debris extracted during cleaning, or packaging for materials we supply, we will dispose of such waste in accordance with applicable regulations.
11.4 The customer must not request or permit our operatives to dispose of waste in a manner that breaches local environmental or waste management rules. We reserve the right to refuse any request that would put us in breach of such regulations.
12. Health, Safety and Use of Chemicals
12.1 Our operatives are trained to use professional cleaning equipment and solutions in accordance with health and safety guidance. Some products may carry warnings and should not be touched or interfered with by anyone other than our operatives.
12.2 The customer must ensure that children, pets and vulnerable individuals are kept away from the work area while chemicals and equipment are in use and until floors, carpets and furnishings are dry or safe to use as advised.
12.3 If the customer or any occupant of the premises has known allergies, sensitivities, respiratory conditions or other health concerns, they must inform us prior to the service. We will, where practicable, adapt our methods or products, but cannot guarantee the complete absence of potential irritants.
13. Complaints and Service Issues
13.1 We aim to provide a high standard of service. If you are dissatisfied with any aspect of the services, you should raise the matter with the operative on site where possible, or contact us directly as soon as practicable after the service.
13.2 Complaints related to the quality of cleaning should be reported within 48 hours of service completion. We may request photographs, access to the premises for inspection, or other reasonable information to assess your concerns.
13.3 Where we accept that the services did not meet a reasonable standard, we may, at our discretion, offer a re-clean of the affected areas or an appropriate partial refund. This shall be the extent of our responsibility, subject to the limitations of liability described in these Terms and Conditions.
14. Data Protection and Privacy
14.1 Highbury Carpet Cleaners will collect and use personal data such as names, addresses and contact details solely for the purposes of managing bookings, providing the services, and handling payments and enquiries.
14.2 We will take reasonable steps to protect personal data and will not sell or routinely share it with third parties, except where necessary for payment processing, legal compliance, or operation of our business.
15. Amendments to Terms
15.1 Highbury Carpet Cleaners may update these Terms and Conditions from time to time to reflect changes in law, business practice or service offerings. The version in force at the time of your booking will apply to that booking.
15.2 Any material changes will be made accessible on request. Continued use of our services following any update constitutes acceptance of the revised 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 with the services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 provided by Highbury Carpet Cleaners.
By making a booking or receiving services from Highbury Carpet Cleaners, you confirm that you have read, understood and agree to these Terms and Conditions.