Homerton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Homerton Carpet Cleaners provides professional carpet and upholstery cleaning and related services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, firm or company who requests or purchases services from Homerton Carpet Cleaners.
Company means Homerton Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any other related cleaning or ancillary services supplied by the Company to the Customer.
Premises means the property or location where the Services are to be carried out.
Technician means an employee, contractor or representative engaged by the Company to deliver the Services.
Terms means these Terms and Conditions, as amended from time to time.
2. Scope of Services
The Company offers professional carpet and soft furnishing cleaning and related services suitable for both domestic homes and commercial premises. The specific scope of work for each booking will be agreed with the Customer at the time of quotation and confirmed in the booking confirmation.
Unless otherwise agreed in writing, the Services are limited to the cleaning tasks described in the quotation. The Company does not undertake building work, pest control, electrical work, or other specialist services outside the agreed cleaning remit.
The Customer is responsible for ensuring that the requested Services are suitable for the materials, surfaces and furnishings at the Premises. The Company may provide recommendations but does not guarantee suitability where material composition or prior treatments are unknown or unclear.
3. Booking Process
Bookings can be made by the Customer through the Company’s accepted communication channels. When requesting a booking, the Customer must provide accurate information regarding the Premises, the items to be cleaned, access arrangements, and any known issues such as heavy soiling, stains, pet contamination, water damage, or delicate fibres.
All bookings are subject to availability and are not confirmed until the Customer has received explicit confirmation from the Company. The Company reserves the right to refuse a booking without giving a reason.
Where a quotation is provided based on information from the Customer, it is given on the assumption that the information is complete and accurate. The Company reserves the right to revise the quotation or apply additional charges if, upon arrival at the Premises, the Technician finds that the work required differs significantly from what was reasonably anticipated.
The Customer must ensure that a responsible adult is present at the Premises on the day of service, unless alternative arrangements have been agreed in advance.
4. Access to the Premises
The Customer must provide safe, reasonable and timely access to the Premises at the agreed time. This includes access to parking where possible, and to water and electricity supplies necessary for the Services.
If parking charges are unavoidable, they may be added to the final invoice. The Customer is responsible for informing the Company in advance of any parking restrictions, access codes, or other conditions that may affect attendance.
If the Technician is unable to gain access, or if work cannot be commenced due to issues beyond the Company’s control, the visit may be treated as a late cancellation and subject to a cancellation fee as set out in these Terms.
5. Customer Obligations
The Customer agrees to:
Ensure that the Premises are safe for the Technician to enter and work in, including compliance with any health and safety requirements.
Remove or secure fragile, valuable and personal items from the areas to be cleaned.
Inform the Company of any known defects, loose fittings, pre-existing damage or special features of the carpets, rugs or upholstery, including prior cleaning or treatments.
Keep children, pets and other occupants away from work areas during and immediately after cleaning, until surfaces are dry and safe to walk on.
The Company is not responsible for damage or delays where the Customer has failed to meet these obligations.
6. Pricing and Quotations
Prices are usually provided as a fixed quote based on the information supplied by the Customer, the size and type of items to be cleaned, and the estimated time required. In some cases, per-room or per-item pricing may be applied.
All prices are given in pounds sterling and are inclusive or exclusive of any applicable taxes as specified in the quote. Any additional work requested on the day that was not included in the original quotation may be charged separately.
Where significant additional work is required due to conditions not disclosed in advance, such as extreme soiling or contamination, the Customer will be informed before any extra costs are incurred. If the Customer does not agree to the revised price, the Company may decline to proceed with the additional work.
7. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the Services. The Company accepts standard payment methods as made available to the Customer at the time of service or booking.
For commercial Customers or larger jobs, a deposit or part payment may be required in advance. The Company reserves the right to withhold or delay Services until the required deposit has been received.
If payment is not received on the due date, the Company may charge interest on the overdue amount at a reasonable rate, calculated daily, until payment is made in full. The Customer is responsible for any reasonable costs incurred by the Company in recovering overdue payments.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed:
No cancellation fee will normally be charged where more than 48 hours notice is given before the scheduled appointment.
A cancellation fee may be charged for cancellations or rescheduling made with less than 48 hours notice, up to a reasonable proportion of the quoted price to cover lost time and administration.
If the Technician attends the Premises and is unable to carry out the work due to lack of access, unsafe conditions or other reasons beyond the Company’s control, this may be treated as a same-day cancellation, and a fee up to the full quoted amount may be charged.
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as staffing issues, vehicle breakdown, extreme weather or other events beyond its control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such cancellations or delays.
9. Service Standards and Limitations
The Company will use reasonable skill and care in providing the Services and will employ suitable methods and products appropriate to the materials being cleaned, as far as this can be determined from information provided by the Customer and visual inspection.
However, the Customer acknowledges and accepts that:
Not all stains, odours or marks can be removed completely, and no guarantee is given that any particular stain or odour will be eliminated.
Results may vary depending on the age, fibre type, previous cleaning, level of soiling and other factors outside the Company’s control.
Shrinkage, colour run or other reactions may occur where items have pre-existing damage, are poorly fitted, have unstable dyes or have been treated with incompatible products in the past.
The Company will not be liable for issues that arise due to inherent defects, wear and tear, hidden damage, or conditions that could not reasonably have been identified before cleaning.
10. Liability
The Company will take reasonable care when carrying out the Services. If damage is caused directly by the negligence of the Company or its Technicians, the Company’s liability will be limited, at its discretion, to either:
Repairing the damage to a reasonable standard, or
Paying the reasonable cost of repair, or
Providing a refund or reduction in the price paid for the affected part of the Services.
The Company will not be liable for:
Any loss or damage arising from inaccurate or incomplete information provided by the Customer.
Any loss of profits, business, contracts, revenue, or any indirect or consequential loss.
Any pre-existing damage, wear, fading, stains, discolouration, or defects in carpets, rugs or upholstery.
Any damage resulting from failure to follow aftercare advice, such as walking on damp carpets, placing furniture on wet flooring, or failing to use protective pads where advised.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
11. Complaints and Claims
If the Customer is dissatisfied with any aspect of the Services, they should inform the Company as soon as possible, and in any event within 48 hours of completion, so that the matter can be investigated. The Company may request photographs, details of the issue, and an opportunity to inspect the Premises and attempt to remedy any justified complaint.
Claims reported outside a reasonable timeframe may be more difficult to assess and may not be accepted if further deterioration or additional work has taken place in the meantime.
The Customer agrees not to instruct third parties to carry out remedial work without first giving the Company a reasonable opportunity to address the issue. The Company will not be responsible for costs incurred without its prior agreement.
12. Waste Handling and Environmental Regulations
The Company aims to comply with all relevant environmental and waste regulations related to its Services. Cleaning solutions and residues generated during normal carpet and upholstery cleaning are managed in line with applicable legal requirements and manufacturer guidance.
Where the work generates waste such as contaminated water, packaging, disposable cloths or filters, the Technician will handle and dispose of such waste responsibly and in accordance with relevant regulations.
The Company is not licensed to remove or dispose of hazardous or regulated waste from the Customer’s Premises, such as clinical, chemical or construction waste. If such materials are present, the Customer must inform the Company in advance and arrange for appropriate specialist removal. The Company reserves the right to refuse work in areas contaminated with hazardous materials.
13. Insurance
The Company maintains appropriate insurance cover in respect of its cleaning activities, subject to the terms, conditions and exclusions of the relevant insurance policy. Details of insurance cover can be made available to the Customer upon reasonable request.
14. Privacy and Data Protection
The Company collects and processes personal data about Customers for the purposes of managing bookings, delivering Services, handling payments, and responding to enquiries or complaints. The Company will handle such data in accordance with applicable data protection laws and only retain it for as long as reasonably necessary for these purposes.
The Customer is responsible for ensuring that any personal data of third parties provided to the Company, such as tenant or staff contact details, is shared lawfully and with appropriate permissions.
15. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events outside its reasonable control, including but not limited to extreme weather, natural disasters, strikes, transport disruptions, civil unrest, accidents, public health emergencies or restrictions imposed by authorities.
In such circumstances, the Company will take reasonable steps to notify the Customer and to rearrange the Services where possible.
16. Variation of Terms
The Company may update or amend these Terms from time to time. The version of the Terms in force at the time of the Customer’s booking will apply to that booking. Updated Terms may be made available to Customers on request or via the Company’s usual communication channels.
17. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
18. Governing Law and Jurisdiction
These Terms 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.
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 or the Services provided by the Company.
19. Entire Agreement
These Terms, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise or representation that is not set out in these documents.
By proceeding with a booking, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
