Hackney Carpet Cleaning Service Terms and Conditions

These Terms and Conditions govern the provision of carpet and related cleaning services by Hackney Carpet Cleaning to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to work on your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means any individual, company, or organisation that books or receives services from Hackney Carpet Cleaning.

Company means Hackney Carpet Cleaning, the provider of the services.

Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and any related cleaning tasks agreed between the Company and the Customer.

Premises means the property or location where the Services are to be carried out.

Operative means any cleaner, technician, or representative acting on behalf of the Company.

2. Scope of Services

The Company provides professional carpet and related cleaning services at residential and commercial premises. The exact scope of work, including rooms, items, and special treatments, will be confirmed during the booking process.

All Services are subject to availability and may vary depending on the condition of the carpets, upholstery, and flooring at the Premises. While the Company aims to achieve high standards of cleaning, no guarantee can be given that all stains, odours, or wear marks will be completely removed.

3. Booking Process

Bookings may be made through the Companys website or by other communication methods as made available from time to time. The Customer must provide accurate information about the Premises, including the type of flooring, approximate room sizes, level of soiling, access details, and any known issues such as previous damage or repairs.

Quotes are generally based on the information supplied by the Customer at the time of booking. The Company reserves the right to revise the quotation if the Premises or items differ significantly from the description provided, or if additional work is requested on arrival.

A booking is not confirmed until the Customer has received a confirmation from the Company. The Company may, at its discretion, require a deposit or prepayment to secure the appointment, which will be communicated to the Customer during the booking process.

The Customer is responsible for ensuring that someone is present at the Premises at the agreed time to provide access to the Operative, unless alternative access arrangements have been agreed in advance.

4. Pricing and Quotations

Prices for Services are provided as estimates based on the information supplied by the Customer and the Companys current price list. All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.

The Company reserves the right to adjust its prices from time to time. Any change in pricing will not affect bookings that have already been confirmed, unless the scope of work has changed or the information originally supplied was materially inaccurate.

Where a quotation is provided following an on-site assessment, the quotation will reflect the specific conditions observed at the Premises and will generally be treated as a more accurate estimate of the final cost.

5. Payments

Payment terms will be confirmed at the time of booking. The Company may require payment in full on completion of the Services, or partial or full prepayment in advance, depending on the nature and value of the work.

Accepted payment methods will be communicated to the Customer but typically include standard UK payment options such as card payments or bank transfers. Cash payments may be accepted only by prior agreement.

Where payment is not received on completion, the Company reserves the right to issue an invoice with a payment due date. If payment is not received by the due date, the Company may charge reasonable late payment fees and any costs incurred in recovering the outstanding amount.

For commercial Customers, payment terms may be subject to a separate written agreement. In the absence of such an agreement, payment shall be due within 14 calendar days of the invoice date.

6. Customer Responsibilities

The Customer agrees to:

Ensure clear and safe access to the Premises for the Operatives, including parking where reasonably possible.

Remove small furniture, personal items, fragile objects, and valuables from the areas to be cleaned, or clearly identify any items that must not be moved.

Inform the Company in advance of any existing stains, damage, loose fittings, or defects in the carpets, upholstery, flooring, or fixtures.

Provide access to electricity and water where required for the performance of the Services.

Keep pets and children away from the work areas and any equipment throughout the duration of the visit and during the drying period.

7. Access and Parking

The Customer must provide accurate directions and access details to the Premises. If an Operative is delayed or unable to access the Premises due to incorrect details or lack of access, the Company may treat this as a late cancellation and apply a call-out or cancellation charge.

Where parking restrictions apply, the Customer is responsible for arranging suitable parking or providing permits. Any parking charges or penalties incurred as a direct result of carrying out the Services at the Premises may be added to the final bill.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Unless stated otherwise in writing, the following terms will generally apply:

If the Customer cancels or reschedules more than 24 hours before the agreed appointment time, no cancellation fee will usually be charged.

If the Customer cancels or reschedules less than 24 hours before the appointment, the Company may charge a cancellation fee, which may be up to a reasonable proportion of the quoted price to cover lost time and costs.

If the Operative attends the Premises at the agreed time and is unable to gain access, or if the Customer is not present where required and has not arranged alternative access, this may be treated as a late cancellation and a call-out fee may apply.

The Company reserves the right to cancel or postpone a booking due to circumstances outside its control, including but not limited to severe weather, illness, equipment failure, or other operational issues. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company shall not be liable for any loss arising from such cancellations or postponements, beyond refunding any prepayments for Services not carried out.

9. Service Standards and Limitations

The Company aims to deliver Services with reasonable care and skill, in accordance with industry practice for carpet and upholstery cleaning. However, the Customer acknowledges that:

Some stains and odours may be permanent and cannot be completely removed, even with professional cleaning techniques.

Pre-existing damage, wear, fading, or discolouration may become more apparent after cleaning and is not caused by the Services.

Certain types of fabrics or materials may be prone to shrinkage, colour run, or texture changes when cleaned. The Customer should notify the Company of any concerns regarding delicate fibres or special materials in advance.

Drying times can vary depending on ventilation, humidity, temperature, and the type and condition of the carpet or upholstery. The Company accepts no responsibility for accidents or marks arising from walking on damp carpets or using items before they are fully dry.

10. Damage and Liability

The Company will take reasonable care when carrying out Services at the Premises. In the unlikely event that damage occurs directly as a result of the Services, the Customer must notify the Company as soon as reasonably possible and in any event within 48 hours of completion of the work.

Where justified, the Company may at its discretion arrange a repair, offer a replacement, or provide fair compensation, taking into account the age, condition, and value of the damaged item. Any such remedy shall be the full and final settlement of the matter.

The Company shall not be liable for:

Pre-existing damage, defects, wear, or deterioration, whether visible or not, at the time of the booking.

Damage arising from faulty installation, poor condition of carpets or flooring, loose fittings, inadequate underlay, or defective materials.

Loss or damage caused by failure of the Customer to follow aftercare instructions, including guidance on drying times and use of cleaned areas.

Any indirect or consequential loss, including loss of profits, loss of enjoyment, or loss of business opportunities.

Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, or for any other liability that cannot legally be excluded or limited under UK law.

11. Insurance

The Company aims to maintain appropriate insurance cover for its operations, including public liability, in accordance with applicable UK requirements and industry practice. Details of current insurance cover may be provided to Customers on reasonable request.

12. Waste Handling and Environmental Regulations

The Company will handle waste and residues from its cleaning activities in line with relevant UK waste and environmental regulations. This may include safe disposal of used cleaning solutions, residues, and packaging.

Where bulky waste or significant quantities of material must be removed from the Premises, this may incur an additional charge, which will be communicated to the Customer in advance where reasonably possible.

The Customer is responsible for general household or commercial waste not directly generated by the Companys activities, and for ensuring that any waste they provide for removal is suitable and lawful for collection. The Company reserves the right to refuse to handle or remove any substance it considers hazardous, illegal, or beyond the scope of its usual operations.

13. Health and Safety

The Company will comply with relevant health and safety legislation when providing Services. Operatives are instructed to use cleaning agents and equipment in a safe and responsible manner.

The Customer agrees to ensure that the Premises are reasonably safe and that any known hazards are communicated to the Operative on arrival. The Customer must keep children and pets away from work areas, chemicals, and equipment during the cleaning and drying process.

14. Complaints and Feedback

If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and ideally within 48 hours of completion of the work. The Company will review the concern and, where appropriate, may arrange a return visit to inspect the issue and attempt to rectify it.

Any request for a re-clean or corrective visit must be based on the original scope of work and does not cover new stains, new damage, or issues arising after the Company has left the Premises.

15. Privacy and Data Protection

The Company will collect and process personal data about Customers only as necessary to manage bookings, provide Services, and handle payments and customer communications. Personal information will be handled in accordance with applicable UK data protection laws.

The Company will not sell or share Customer data with third parties for marketing purposes without consent, but may share data with service providers and payment processors as reasonably required to fulfil the Services.

16. Amendments to these Terms

The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published on the Companys website or otherwise communicated to Customers. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or regulatory guidance.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, 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 or the Services provided by the Company.

18. Severability

If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall, to the extent required, be deemed to be deleted, and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms and Conditions, together with any written quotation or specific agreement provided to the Customer, constitute the entire agreement between the Company and the Customer in relation to the Services. They supersede any prior discussions, correspondence, or understandings relating to the subject matter.

By making a booking with Hackney Carpet Cleaning, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.