Service Terms and Conditions for Hammersmith Carpet Cleaners
These Terms and Conditions set out the basis on which Hammersmith Carpet Cleaners provides professional cleaning services to residential and commercial customers in its service area. By booking a service, the customer agrees to be bound by these Terms and Conditions. Customers are advised to read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Hammersmith Carpet Cleaners, the provider of cleaning services.
1.2 "Customer" means any individual, business or organisation that requests or receives services from the Company.
1.3 "Services" means carpet cleaning, upholstery cleaning, rug cleaning, end of tenancy cleaning, and any other related cleaning services offered by the Company from time to time.
1.4 "Premises" means the property or location where the Services are to be carried out.
1.5 "Technician" means any employee, contractor, or representative engaged by the Company to perform the Services.
2. Scope of Services
2.1 The Company will provide cleaning services as described at the time of booking and confirmed in the booking confirmation.
2.2 The Customer is responsible for ensuring that the description of the required Services is accurate and complete, including the size and condition of the areas or items to be cleaned.
2.3 The Company reserves the right to decline any booking or to amend the Services where the information provided by the Customer is inaccurate or incomplete, or where the Premises are unsafe or unsuitable for the provision of Services.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels. By submitting a booking request, the Customer confirms that they have the authority to enter into a contract for Services in respect of the Premises.
3.2 A booking is not confirmed until the Company has acknowledged acceptance of the booking and provided a booking confirmation to the Customer. The booking confirmation will set out key details, including the date, time window, location, and Services to be provided.
3.3 The Company may request additional information before confirming a booking, such as property access details, parking availability, or particular conditions at the Premises.
3.4 The Customer must ensure that a responsible adult is present at the Premises at the agreed start time of the Services, unless alternative access arrangements have been agreed in advance.
3.5 Any changes to a confirmed booking requested by the Customer are subject to availability and approval by the Company. The Company may apply additional charges where the scope or duration of the Services is increased.
4. Prices and Quotations
4.1 Prices for the Services are normally provided as a quote based on the information supplied by the Customer. The Company reserves the right to adjust the price if the information provided was inaccurate or if the condition of the items or areas to be cleaned differs significantly from what was described.
4.2 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of applicable taxes where required by law.
4.3 Any additional Services requested by the Customer on the day of the appointment that are not included in the initial booking may incur extra charges, which will be agreed with the Customer before such work is undertaken.
5. Payments
5.1 The Customer agrees to pay the full amount due for the Services as set out in the booking confirmation or as otherwise agreed in writing.
5.2 Payment terms will be communicated at the time of booking. The Company may require a deposit or full payment in advance to secure the booking.
5.3 Where payment is not made in advance, payment in full is normally due upon completion of the Services, unless alternative terms have been agreed by the Company in writing.
5.4 The Company reserves the right to charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.
5.5 The Customer is responsible for ensuring that payment details provided are correct and that sufficient funds are available. The Company may suspend or cancel Services where payment is not received.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or request to reschedule a booking by providing notice to the Company within the timeframes specified at the time of booking.
6.2 Where the Customer cancels with sufficient notice, any deposit paid may be refunded or credited in accordance with the Company’s cancellation policy.
6.3 The Company reserves the right to charge a cancellation fee where the Customer cancels or reschedules a booking without sufficient notice, where the Technician is unable to gain access to the Premises at the agreed time, or where the Customer fails to prepare the Premises as reasonably requested.
6.4 The Company may cancel or reschedule Services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, illness of staff, transport disruption, or safety concerns at the Premises. In such cases, the Company will aim to offer an alternative appointment at the earliest reasonable opportunity.
6.5 Where the Company cancels a booking without providing an alternative appointment, any deposit or advance payment will be refunded to the Customer, provided the cancellation is not due to the Customer’s breach of these Terms and Conditions.
7. Customer Obligations
7.1 The Customer must provide safe and reasonable access to the Premises at the agreed appointment time, including clear instructions for entry, parking arrangements, and any relevant security details.
7.2 The Customer must ensure that the Premises are in a suitable condition for the provision of Services, including the removal of fragile items, personal belongings, and obstacles from the areas to be cleaned.
7.3 The Customer must inform the Company in advance of any known hazards at the Premises, such as loose flooring, electrical issues, infestations, or the presence of aggressive pets.
7.4 The Customer is responsible for supervising pets and children during the visit to ensure the safety of all parties and to avoid interference with the Technician’s work.
7.5 The Customer must not request the Technician to undertake any work that is not covered by the Services or that may be unsafe, unlawful, or contrary to these Terms and Conditions.
8. Service Standards and Limitations
8.1 The Company will provide the Services with reasonable care and skill and in accordance with generally accepted industry practices.
8.2 While the Company will use appropriate cleaning methods and products, it cannot guarantee the removal of all stains, odours, or marks, particularly where they are old, set in, or caused by substances that may have permanently damaged the fibres or surfaces.
8.3 The Customer acknowledges that certain materials, dyes, or fabrics may react unpredictably to cleaning products, despite prior testing. The Company will take reasonable precautions but cannot guarantee that colours will not run or fabrics will not shrink or change texture.
8.4 The Company may refuse to clean items that appear to be at high risk of damage, or it may require the Customer to sign a disclaimer if the Customer insists that cleaning proceed despite the risk.
8.5 Time estimates for completion of the Services are provided for guidance only and are not guaranteed. The duration may vary depending on the condition of the items, accessibility, and other factors.
9. Liability
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, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot be excluded or limited by law.
9.2 Subject to clause 9.1, the Company’s total liability to the Customer arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific Services giving rise to the claim.
9.3 The Company will not be liable for any indirect, consequential, or special losses, including loss of profits, loss of business, loss of opportunity, or loss of reputation.
9.4 The Customer must inspect the work upon completion and notify the Technician or the Company promptly of any concerns. Any claims relating to the quality of the Services must be reported to the Company within a reasonable period after completion, and in any event no later than seven days from the date the Services were provided.
9.5 The Company shall not be liable for any pre-existing damage at the Premises or to items being cleaned, including wear and tear, discolouration, fading, or defects that become apparent during or after cleaning.
9.6 The Customer is responsible for ensuring that any valuable, delicate, or irreplaceable items are moved away from the areas to be cleaned prior to the appointment. The Company accepts no liability for damage to such items left in the work area.
10. Waste Management and Environmental Compliance
10.1 The Company will comply with applicable UK waste management and environmental regulations in connection with the provision of Services.
10.2 The Company will remove and dispose of any waste it generates in the course of providing the Services in a lawful and responsible manner, in accordance with relevant regulations relating to the transport and disposal of waste.
10.3 The Customer is responsible for the disposal of any existing waste or refuse present at the Premises unless specific arrangements for waste removal have been agreed as part of the Services.
10.4 The Company may refuse to handle or remove certain types of waste, including hazardous materials, sharp objects, clinical waste, or substances that are regulated or prohibited under applicable law. The Customer must inform the Company in advance if they believe such materials may be present.
10.5 Where additional charges apply for waste removal or specialist disposal services, these will be communicated to the Customer in advance and must be agreed before the Company proceeds.
11. Health and Safety
11.1 The Company will take reasonable steps to ensure the health and safety of its Technicians, the Customer, and any other persons present at the Premises while Services are being provided.
11.2 The Customer must cooperate with the Company to allow for safe working conditions, including providing adequate lighting, ventilation, and access to water and electricity where required.
11.3 If the Technician considers that the Premises pose a health or safety risk, the Company may suspend or cancel the Services and may charge a reasonable fee for any time or costs incurred.
12. Insurance
12.1 The Company maintains appropriate insurance cover in respect of its business operations where required by law or considered prudent, including public liability insurance.
12.2 Details of insurance cover can be made available to the Customer upon reasonable request.
13. Complaints and Dispute Resolution
13.1 The Company aims to provide a high standard of service and encourages Customers to raise any concerns promptly so that they can be addressed.
13.2 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing details of the issue and any supporting information.
13.3 The Company will investigate complaints in a fair and timely manner and may, at its discretion, offer to re-perform the Services or provide an appropriate remedy where it is found that the Company has not met the agreed standards.
14. Data Protection and Privacy
14.1 The Company will handle personal data provided by the Customer in accordance with applicable data protection laws in the United Kingdom.
14.2 The Company will use the Customer’s personal information only for the purposes of managing bookings, providing Services, processing payments, and communicating in relation to the Services, unless the Customer has agreed to other uses.
15. Amendments to these Terms
15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when posted or otherwise communicated to Customers.
15.2 The terms applicable to a particular booking will be those in force at the time the booking is confirmed, unless changes are required by law or by a regulatory authority.
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 provision of 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 the Company.
By confirming a booking with Hammersmith Carpet Cleaners, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.