Hammersmith Carpet Cleaning Terms and Conditions of Service

These Terms and Conditions set out the basis on which Hammersmith Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers within our service area. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions and that you are legally capable of entering into a binding contract under the laws of England and Wales.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

1.1 Customer means any individual, company or organisation booking or receiving services from Hammersmith Carpet Cleaning.

1.2 Company, we, us and our mean Hammersmith Carpet Cleaning, the provider of the cleaning services.

1.3 Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning, and any other related services that we may agree to provide.

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

1.5 Technician means an employee, subcontractor or representative of the Company assigned to carry out the Services.

1.6 Agreement means the contract between the Customer and the Company governed by these Terms and Conditions together with any confirmed booking details.

2. Scope of Services

2.1 The Company provides professional carpet and upholstery cleaning and related services within its designated operating area in the United Kingdom. Availability of specific Services may vary depending on location, access and the condition of the items to be cleaned.

2.2 The Company reserves the right to decline any job if it considers that the Premises are unsafe, unsuitable, inaccessible, or if the condition of the items to be cleaned presents a risk to health, safety or equipment.

2.3 The Company does not guarantee the removal of all stains or odours. Results can vary depending on fibre type, age and nature of stains, previous treatments and general wear.

2.4 The Customer is responsible for supplying accurate information regarding the type, size and approximate condition of carpets, rugs, upholstery and other items to be cleaned at the time of booking so that an appropriate service and quotation can be provided.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted communication channels as outlined on its public information materials or website. By placing a booking, the Customer confirms that all information provided is complete and accurate.

3.2 A booking is considered provisional until confirmed by the Company. Confirmation may be provided in writing, electronically or verbally, and will set out the agreed date, time or arrival window, location and a description of the requested Services.

3.3 The Company reserves the right to request a deposit or full prepayment to secure a booking. Where applicable, the amount and payment deadline will be communicated at the time of booking.

3.4 The Customer must ensure that someone with authority to grant access is present at the Premises at the agreed date and time, or that suitable arrangements for key collection and entry have been made in advance and accepted by the Company.

3.5 Any changes to the booking, including date, time, scope of work or access arrangements, must be requested by the Customer as early as reasonably possible. Changes are subject to availability and may result in an adjustment to the quoted price.

4. Pricing and Quotations

4.1 Prices are normally based on information supplied by the Customer, including room sizes, number of items, type of fabric or fibre, and level of soiling. The Company reserves the right to revise the price on arrival if the actual conditions differ significantly from those described at the time of booking.

4.2 Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable UK taxes.

4.3 Quotations are valid for a limited period as specified by the Company. If no period is specified, quotations are valid for 30 days from the date of issue.

4.4 Any additional Services requested by the Customer on the day of the appointment that are not included in the original quotation may incur extra charges, which will be agreed with the Customer before commencement of the additional work.

5. Payments

5.1 The Customer agrees to pay the full amount for the Services as set out in the confirmed booking or as adjusted in accordance with these Terms and Conditions.

5.2 Payment methods accepted by the Company will be communicated at the time of booking and may include card payments, bank transfers or other recognised payment methods. The Company is under no obligation to accept payment by cheque or cash, and may refuse such methods at its discretion.

5.3 Unless agreed otherwise in writing, payment is due immediately upon completion of the Services on the day of the appointment. Where prepayment or a deposit is required, it must be received by the specified deadline to secure the booking.

5.4 In the case of commercial or account customers, payment terms shall be as specified on the invoice or as otherwise agreed in writing. If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts in accordance with applicable UK legislation.

5.5 The Customer is not entitled to make any deductions, set-offs or counterclaims against the invoice amount unless agreed in writing by the Company.

6. Cancellations, Rescheduling and Access

6.1 The Customer may cancel or reschedule a booking by giving notice to the Company. Cancellation terms and any applicable charges will be communicated at the time of booking and may vary depending on the service type and time of notification.

6.2 Where no specific cancellation terms are provided, the following default policy applies:

a. Cancellations or rescheduling with more than 48 hours notice prior to the appointment time will normally incur no charge.

b. Cancellations or rescheduling with less than 48 hours but at least 24 hours notice may incur a reasonable charge to cover administrative costs and loss of booking opportunity.

c. Cancellations, rescheduling or failure to provide access with less than 24 hours notice may be charged up to 100 percent of the quoted service value at the Company’s discretion.

6.3 If the Technician is unable to gain entry to the Premises at the agreed time due to the absence of the Customer or keyholder, or due to incorrect access details being supplied, this may be treated as a late cancellation and charges may apply.

6.4 The Company reserves the right to cancel or reschedule a booking at any time due to circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, severe weather, transport disruption or safety concerns at the Premises. In such cases, the Company will offer the Customer an alternative appointment. Any deposits or prepayments will be transferred to the new booking or, if no alternative can be agreed, refunded.

7. Customer Responsibilities

7.1 The Customer must ensure that the Premises are safe and accessible for the Technician and that all necessary utilities, including electricity and water, are available on the day of service.

7.2 The Customer must remove from the areas to be cleaned all fragile items, small furnishings, personal belongings, valuables, and items of particular sentimental or monetary value. The Company will not be responsible for damage to such items that have not been removed.

7.3 Where heavy furniture needs to be moved, the Customer must inform the Company in advance. The Company may choose not to move certain items if doing so could cause damage or risk to health and safety.

7.4 The Customer must inform the Technician prior to commencement of work of any known defects, risks or special requirements relating to the carpets, rugs, upholstery, flooring or structure of the Premises, including but not limited to loose fittings, faulty wiring, water leaks or previous cleaning treatments.

7.5 Children and pets must be supervised and kept away from work areas, equipment and cleaning solutions during and immediately after the service until areas are dry and safe.

8. Service Delivery and Standards

8.1 The Company will perform the Services with reasonable care and skill, using appropriate cleaning methods and equipment for the materials and conditions identified.

8.2 Drying times given by the Company are estimates only and may vary depending on ventilation, temperature, humidity, fibre type and level of soiling. The Customer is responsible for ensuring adequate ventilation and avoiding use of the cleaned areas until they are sufficiently dry to prevent slips, re-soiling or damage.

8.3 While the Company takes precautions to protect the Premises, the Customer is advised to place protective pads under furniture once carpets or upholstery are damp or drying, to avoid potential staining or marking from furniture legs or metal fittings.

8.4 If the Customer is dissatisfied with any aspect of the Service, they must notify the Company promptly, and in any event within 48 hours of completion, so that any reasonable remedial action can be considered. Failure to report issues within this period may affect the Company’s ability to investigate or offer any remedy.

9. Liability and Limitations

9.1 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.

9.2 Subject to clause 9.1, the Company shall not be liable for:

a. Any pre-existing damage, wear, discolouration, fading or defects to carpets, rugs, upholstery or other items, whether apparent before or revealed by the cleaning process.

b. Shrinkage, colour loss, pile distortion or texture changes where the items were not manufactured or previously treated in accordance with recognised standards for wet or chemical cleaning processes, or where manufacturer care labels have been removed, altered or ignored.

c. Any damage resulting from failure by the Customer to follow the Company’s aftercare instructions, including advice on drying times, ventilation and use of cleaned areas.

d. Loss, damage or cost arising from delays or cancellation of the Service due to circumstances beyond the Company’s reasonable control.

9.3 The Customer acknowledges that some stains, odours or contamination may be permanent and that the Company does not guarantee full removal or restoration.

9.4 Except as required by law, the Company’s total aggregate liability for any loss or damage arising under or in connection with the Agreement, whether in contract, tort, negligence or otherwise, shall be limited to the total price paid or payable by the Customer for the Services giving rise to the claim.

10. Waste Handling and Environmental Regulations

10.1 The Company will handle and dispose of any waste generated during the performance of the Services in accordance with applicable UK laws and regulations relating to waste management and environmental protection.

10.2 The Customer is responsible for informing the Company of any known contamination, hazardous substances or special waste present at the Premises that could affect the performance of the Services or require particular disposal methods.

10.3 Where the cleaning process involves the extraction of soiled water or residues, the Company will dispose of such waste water through appropriate drainage systems in compliance with local and national regulations. The Customer agrees to provide access to suitable drainage points where required.

10.4 The Company endeavours to use cleaning solutions and methods that are efficient and compliant with relevant safety and environmental standards. Safety data for commonly used cleaning agents is available on request.

11. Insurance

11.1 The Company maintains appropriate insurance cover for its business operations, including public liability insurance, subject to the terms and exclusions of the relevant policy.

11.2 Evidence of insurance may be provided upon reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond that which is set out in these Terms and Conditions or required by law.

12. Complaints and Dispute Resolution

12.1 The Company aims to provide a high standard of service. If the Customer has any concerns or complaints, they should contact the Company as soon as possible, providing full details and any relevant evidence or photographs.

12.2 The Company will review the complaint and may arrange a revisit or request further information where appropriate. Any remedial work offered will be at the Company’s discretion and subject to the nature of the complaint and the condition of the items concerned.

12.3 If a dispute cannot be resolved directly between the parties, either party may seek external advice or pursue their legal rights through the courts of England and Wales.

13. Data Protection and Privacy

13.1 The Company collects and processes personal data in order to manage bookings, deliver Services and handle payments and communication. The Company will take reasonable steps to protect personal data in accordance with applicable UK data protection legislation.

13.2 The Customer’s details will not be sold to third parties. Information may be shared with trusted service providers or subcontractors only to the extent necessary for the performance of the Services or operation of the business, or where required by law.

14. Amendments to Terms and Conditions

14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry standards or business practices. The latest version will apply to new bookings from the date of publication or notification.

14.2 For existing confirmed bookings, the version of the Terms and Conditions in force at the time of booking will generally apply, unless a change is required by law or is agreed between the parties.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any Agreement between the Customer and the Company, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 their subject matter or formation.

16. General Provisions

16.1 If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the rest of the Terms and Conditions.

16.2 No failure or delay by the Company to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

16.3 The Agreement is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

16.4 By confirming a booking with Hammersmith Carpet Cleaning, the Customer acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.