Holland Park Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern all cleaning services provided by Holland Park Carpet Cleaners to consumer and business customers within our normal service area in the United Kingdom. By booking or using any of our services, 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 or business purchasing or using the services of Holland Park Carpet Cleaners.
Company, we, us, our means Holland Park Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning and treatment services provided by the Company, including any ancillary work reasonably associated with such cleaning.
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.
2. Scope of Services
The Company provides professional cleaning services within a defined service area, which may be varied by the Company from time to time. The precise nature of the Services to be delivered will be agreed with the Customer at the time of booking and confirmed in writing or by another durable method of communication where possible.
The Customer is responsible for ensuring that the description of the areas and items to be cleaned is accurate and complete. If, upon arrival, the scope of work is materially different from that described at booking, the Company reserves the right to amend the price, adjust the duration of the visit, or decline to carry out part or all of the Services.
3. Booking Process
Bookings may be made through our website contact form or by other communication channels offered by the Company. All bookings are subject to acceptance by the Company.
At the time of booking, the Customer must provide accurate information including the property type, number and size of rooms or items to be cleaned, access details, parking arrangements and any particular conditions such as heavy soiling, staining, pet odours or delicate materials.
The Company may provide an estimated price based on the information supplied by the Customer. This estimate may be confirmed or revised following an on-site inspection or upon arrival at the Premises. Any change in price will be communicated to the Customer before work commences or as soon as reasonably practicable.
Where the Company offers a provisional time slot, this constitutes an estimate of arrival time only. While we aim to arrive within the time window given, circumstances such as traffic, weather or earlier appointments may cause delays. The Company will endeavour to keep the Customer informed of any significant changes to the agreed time.
4. Access to the Premises
The Customer must ensure that the Company has safe, lawful, and reasonable access to the Premises for the duration of the Services, including suitable parking arrangements where required for our vehicles and equipment.
Failure to provide access, or delays caused by access issues beyond the control of the Company, may result in the booking being treated as a late cancellation or may incur additional waiting time or return visit charges.
The Customer, or an authorised adult representative, must be present at the start and end of the appointment to grant access, discuss any requirements with the operative and inspect the work upon completion unless otherwise agreed in advance.
5. Customer Responsibilities
The Customer agrees to:
Ensure that the Premises are reasonably clear and accessible so that the Services can be carried out safely and efficiently.
Remove or securely store any fragile, breakable, or high value items in areas to be cleaned. The Company accepts no liability for items not removed or made known to the Company as fragile or of special value.
Inform the Company in advance of any known defects, pre-existing damage, loose fittings, wear, discolouration, shrinkage risk, past water damage, or special cleaning considerations relating to carpets, rugs, upholstery, flooring, or furnishings.
Ensure that electricity and water are available on the Premises where necessary for the performance of the Services.
Supervise any children or pets during our visit and keep them away from machinery, chemicals and wet surfaces for health and safety reasons.
6. Pricing and Payment Terms
All prices are quoted in pounds sterling and, where applicable, include VAT or other sales taxes at the prevailing rate unless otherwise stated.
The Company may require a deposit or pre-payment at the time of booking. The amount and method will be communicated to the Customer before the Booking is confirmed.
Unless otherwise agreed, payment of any outstanding balance is due immediately upon completion of the Services. The Customer agrees to pay using one of the payment methods accepted by the Company at the time of service.
If payment is not made when due, the Company reserves the right to charge interest on the outstanding sum, calculated on a daily basis at the statutory rate applicable to overdue consumer or commercial debts, and to recover any reasonable costs incurred in pursuing late payment.
For ongoing or account customers, separate credit terms may be agreed in writing. The Company reserves the right to withdraw or vary any such credit terms at any time.
7. Cancellations, Rescheduling and No-Show
The Customer may cancel or reschedule a Booking by giving notice to the Company. To avoid a cancellation fee, the Customer must usually provide at least 24 hours notice prior to the scheduled appointment time, or such other notice period as may be notified at the time of booking.
Where less than the required notice is given, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted service price to cover costs and loss of opportunity. Any deposit paid may be retained and offset against such charges.
If the Customer is not present at the Premises at the agreed time and the Company cannot gain access, the Booking may be treated as a no-show and a fee may be charged equivalent to a reasonable proportion of the quoted service price.
The Company may cancel or reschedule a Booking at any time where necessary due to circumstances beyond its reasonable control, such as staff illness, equipment failure, severe weather, or access or safety issues at the Premises. In such cases, the Company will seek to give as much notice as possible and will offer an alternative appointment, but shall not be liable for any indirect or consequential losses arising from such cancellation.
8. Service Quality and Complaints
The Company aims to provide Services with reasonable care and skill and in accordance with industry practice. The Customer should inspect the work immediately upon completion and raise any concerns directly with the operative where possible.
If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company within 48 hours of completion, providing details and, where possible, photographic evidence. The Company will investigate and may, at its discretion, revisit the Premises to assess and, where appropriate, re-clean affected areas.
The Company will not be obliged to remedy any issues reported outside of the stated time frame, or where the Customer has attempted to rectify problems independently, or where subsequent use, footfall, spillages, or other factors have altered the condition of the cleaned items.
9. Limitations of Service Results
The Customer acknowledges that certain types of stains, odours, wear, fading or damage may be permanent and cannot be fully removed or reversed by cleaning. The Company offers no guarantee that all marks or odours will be eliminated, or that items will be restored to a like-new condition.
Colour changes, shrinkage or texture variation can occur due to pre-existing conditions, composition, prior cleaning methods, or manufacturer defects. The Customer accepts this risk, particularly where items do not carry clear care or cleaning instructions, or where the Customer declines any patch tests recommended by the Company.
10. Liability
Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be lawfully limited or excluded under applicable law.
Subject to the above, the Companys total liability for damage to property arising from the provision of the Services shall, where the Customer is a consumer, be limited to the reasonable cost of repair or replacement taking account of age, condition and fair wear and tear, and in any event shall not exceed the amount paid or payable by the Customer for the specific Services giving rise to the claim.
The Company shall not be liable for loss of profit, loss of business, business interruption, loss of business opportunity, or any indirect or consequential loss or damage suffered by the Customer.
The Company shall not be liable for any pre-existing damage, defects, staining, wear, discolouration or deterioration, or for any damage arising from the failure of the Customer to disclose relevant information about the materials to be cleaned, or from the Customers failure to follow aftercare guidance provided by the Company.
11. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated during the provision of Services in accordance with applicable UK waste management and environmental regulations.
Ordinary waste such as collected dry dust, minor debris from vacuuming, and packaging from materials brought to the Premises will normally be left on site in the Customers bins unless otherwise agreed. Where the Company agrees to remove waste from the Premises, it will do so in compliance with relevant laws and may apply an additional charge for transport and disposal.
The Customer agrees not to request the Company to dispose of hazardous or prohibited waste, including but not limited to chemical containers unrelated to our services, clinical or biological waste, sharps, asbestos, or electrical items. If such items are discovered, the Company may decline to handle them and may suspend or cancel the Services if health, safety or regulatory compliance is at risk.
12. Health and Safety
The Company will take reasonable steps to comply with health and safety legislation while working at the Premises. Our operatives are instructed to use cleaning products and machinery in accordance with manufacturer guidelines and to follow risk assessments where appropriate.
The Customer must inform the Company of any known health and safety risks at the Premises, such as loose wiring, damaged flooring, restricted ventilation, alarms, or other hazards that could affect the safe delivery of Services.
The Customer should avoid walking on wet cleaned areas until they are sufficiently dry, and keep children and pets away from chemicals and machinery. The Company will not be liable for accidents arising from the failure of the Customer or visitors to follow reasonable safety advice.
13. Data Protection and Privacy
The Company may collect and process personal data such as names, addresses, and service details for the purpose of managing bookings, delivering Services, handling payments and administering customer relationships.
The Company will take reasonable measures to protect such data and will only use it in accordance with applicable UK data protection laws. Personal data will not be sold to third parties. Limited sharing may occur with service partners or payment providers where necessary to fulfil the Services or comply with legal obligations.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions or liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, epidemics, strikes, transport disruption, power outages, or acts of government or regulatory authorities.
15. Amendments to Terms
The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customers Booking will apply to that Booking. Updated terms may be made available on the Companys website or otherwise communicated to customers.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
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, whether contractual or non-contractual.
17. Severability
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 remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written confirmation of Booking and any specific written variations agreed with the Customer, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, statements or representations, whether oral or written.
