Harrow Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Harrow Carpet Cleaning provides professional cleaning services to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions and Interpretation
In these Terms and Conditions, the following words have the meanings given below:
Customer means any individual, company or organisation that books or receives services from Harrow Carpet Cleaning.
Company, we, us or our means Harrow Carpet Cleaning.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal or related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a reservation for Services made by the Customer and accepted by the Company.
Technician means any employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
Harrow Carpet Cleaning provides professional cleaning services for carpets, rugs, upholstery, and related surfaces in homes and business premises. The exact scope of work, including specific areas, rooms and items to be cleaned, will be agreed at the time of booking and confirmed in the booking confirmation.
Any additional work requested on the day of service that is outside the original scope will be carried out at the Companys discretion and may incur additional charges, which will be agreed with the Customer before the extra work is undertaken.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Companys accepted booking methods. A booking is only deemed confirmed when the Company has accepted the request and provided a booking confirmation.
3.2 The Customer is responsible for providing accurate information when making a booking, including the size and type of areas to be cleaned, the type of flooring or fabric, access details, parking information, and any known issues such as heavy soiling, stains, pet contamination or previous damage.
3.3 The Company reserves the right to amend the quoted price or decline the booking if the information provided is incorrect or incomplete, or if the Premises are not suitable for the safe and effective provision of the Services.
3.4 Any time or date given for the Services is an estimate and is subject to availability. The Company will use reasonable endeavours to arrive within the agreed time window but will not be liable for delays caused by traffic, weather, access issues or other circumstances beyond its control.
4. Estimates and Pricing
4.1 All prices are provided in advance based on the information supplied by the Customer and are subject to change if the actual work required differs from that information.
4.2 Prices may vary depending on the size and condition of the areas to be cleaned, the level of soiling, the type of fabric or fibres, the presence of stains or odours, and any additional services requested.
4.3 Any change in price will be communicated to the Customer before work begins or as soon as it becomes apparent during the service. The Customer may accept the revised price or decline the additional work that has led to the price change.
5. Payments and Charges
5.1 Payment is due in full on completion of the Services, unless otherwise agreed in writing in advance. For some bookings, a deposit may be required to secure the appointment. Any deposit required will be communicated to the Customer at the time of booking.
5.2 The Company accepts payment by the methods specified at the time of booking. The Customer must ensure that an authorised person is available at the Premises to make payment upon completion of the work, where applicable.
5.3 If payment terms are agreed on an account basis for commercial clients, invoices must be paid within the agreed payment period. Late payments may incur interest and administrative charges in accordance with applicable law.
5.4 The Company reserves the right to suspend or refuse Services if payments are overdue or if previous invoices remain unpaid.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. The specific notice period and any applicable charges for late cancellation or rescheduling will be confirmed at the time of booking and may vary depending on the type and size of the job.
6.2 If the Customer cancels or reschedules with less notice than agreed, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover time and administrative costs.
6.3 If the Technician is unable to gain access to the Premises at the agreed time, or if the Customer fails to be present when required, this may be treated as a late cancellation and the relevant fee may apply.
6.4 The Company may cancel or reschedule the Services due to circumstances beyond its control, including but not limited to illness, extreme weather, equipment failure, or issues affecting safety. In such cases, the Company will inform the Customer as soon as reasonably possible and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellations or delays.
7. Customer Responsibilities
7.1 The Customer must provide safe and reasonable access to the Premises, including any parking permissions or arrangements required for the Companys vehicle and equipment.
7.2 The Customer is responsible for removing or securely storing fragile, valuable or easily damaged items from the areas to be cleaned, and for informing the Technician of any items of particular concern.
7.3 The Customer must ensure that electricity and water are available at the Premises for the duration of the service, unless otherwise agreed. Where such utilities are not available, the Company may not be able to carry out the work and may apply a cancellation or call-out fee.
7.4 Children and pets must be kept away from the working area and equipment for safety reasons. The Customer is responsible for supervising children and pets at all times during the visit.
8. Service Standards and Limitations
8.1 The Company will carry out the Services with reasonable care and skill, using appropriate methods and products suitable for the surfaces and fabrics being treated, based on the information provided by the Customer and the assessment made by the Technician.
8.2 While every effort is made to achieve the best possible results, the Company cannot guarantee complete removal of all stains, odours, marks or discolouration. Results will vary depending on the age, nature and cause of the staining, the type of fibres, previous cleaning attempts and the general condition of the carpets or upholstery.
8.3 The Company is not responsible for wear, shading, colour loss, pile reversal or damage that is due to the age or inherent condition of the item, previous damage or inappropriate cleaning, or manufacturers limitations and defects. Cleaning may sometimes reveal pre-existing issues that were not visible before, for which the Company will not be liable.
8.4 Drying times after cleaning are estimates only and depend on ventilation, temperature, fabric type and level of soiling. The Customer is responsible for ensuring adequate ventilation and following any post-cleaning care advice provided by the Technician.
9. Damage and Liability
9.1 The Company will take reasonable care to avoid damage to the Premises and items being cleaned. If damage is caused by the negligence of the Company or its Technicians, the Company may, at its discretion, repair the damage, offer fair compensation, or arrange for replacement of the affected item, taking into account its age, condition and value.
9.2 The Companys total liability in respect of any claim arising out of the provision of the Services shall be limited to the value of the individual booking to which the claim relates, except where such limitation is not permitted by law.
9.3 The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of use, or loss of enjoyment of the Premises.
9.4 The Company is not responsible for any damage or loss arising from inaccurate or incomplete information supplied by the Customer, from failure to follow the Companys advice, or from circumstances beyond the Companys reasonable control.
9.5 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded or limited by applicable law.
10. Waste Handling and Regulations
10.1 During the provision of Services, the Company may generate waste water, soiled solutions and limited solid waste such as used cloths and packaging. The Company will handle and dispose of its own operational waste in a safe and lawful manner, in accordance with relevant environmental and waste management regulations.
10.2 The Customer is responsible for the safe disposal of any household or commercial waste not generated by the Companys activities, including general clutter, furniture, household rubbish and personal items encountered at the Premises.
10.3 Where the Company is requested to remove or handle any items or waste belonging to the Customer, this will only be done at the Companys discretion and may incur additional charges. The Company reserves the right to decline handling of hazardous, biohazardous, chemical or otherwise unsafe materials.
10.4 The Customer must inform the Company in advance of any known contamination, infestation or hazardous substances in the areas to be cleaned. The Company may refuse to perform the Services or may impose additional safety measures and charges in such circumstances.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, ideally within 48 hours of completion of the work, providing details and, where appropriate, photographs of the issue.
11.2 The Company will investigate complaints in good faith and may arrange a revisit to inspect the work and, where reasonable and appropriate, attempt to rectify the issue. Any such revisit will be scheduled subject to availability.
11.3 The Company is not obliged to provide a refund where reasonable efforts have been made to rectify the issue and where the outcome is limited by the condition of the carpets or upholstery or by factors outside the Companys control.
12. Insurance
12.1 The Company maintains appropriate insurance cover for its activities, including public liability, in line with industry practice.
12.2 Details of insurance cover are available upon request. Any claim relating to damage or loss must be notified to the Company without undue delay to enable proper investigation and notification to insurers, where applicable.
13. Privacy and Data Protection
13.1 The Company collects and processes personal information necessary to manage bookings, provide Services, handle payments and meet legal obligations.
13.2 Personal data will be handled in accordance with applicable data protection laws. The Company will not sell or share Customer data with third parties for marketing purposes without consent, except where required by law or where necessary to provide the Services.
14. Changes to Terms and Conditions
14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in legal requirements, industry practice or the way we operate.
14.2 The version of the Terms and Conditions in force at the time of the Customers booking will apply to that booking. Continued use of the Services after changes are published will be taken as acceptance of the updated Terms and Conditions.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the provision shall be deemed deleted, and the remaining provisions shall remain in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous agreements, understandings or arrangements, whether written or oral.
