Hoxton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Hoxton Carpet Cleaners to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means any individual, business, or organisation that books or receives services from Hoxton Carpet Cleaners.
Company means Hoxton Carpet Cleaners, the cleaning service provider.
Services means any cleaning or related services provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, stain removal, and end of tenancy cleaning.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Company and the Customer, comprising these Terms and Conditions and any confirmed booking.
2. Scope of Services
The Company provides professional cleaning services to Customers within its operating service area. The specific Services, including the type of cleaning, areas to be cleaned, and any additional work, will be agreed at the time of booking.
The Company reserves the right to refuse any job that, in its reasonable opinion, poses a health and safety risk, is outside the usual scope of its Services, or is not feasible using standard cleaning methods and equipment.
Any descriptions of Services provided in advertising material are for general guidance only. The precise scope of the Services for each booking will be confirmed in the booking confirmation.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels. By requesting a booking, the Customer warrants that they are at least 18 years of age and legally capable of entering into a binding contract.
The Customer must provide accurate and complete information, including the address of the Premises, type and size of areas to be cleaned, access instructions, and any relevant information about the condition of carpets, upholstery, or other surfaces.
The Company may provide an estimated quote based on the information supplied. This estimate may be revised if, on arrival, the actual condition, size, or accessibility of the Premises differs materially from the information provided at the time of booking.
A booking is only confirmed when the Company has accepted the request and has communicated confirmation to the Customer. The Company reserves the right to decline any booking at its discretion.
4. Access to Premises
The Customer is responsible for ensuring that the Company’s operatives have safe and reasonable access to the Premises at the agreed date and time. This includes access to electricity, running water, and, where required, adequate lighting and ventilation.
If parking is required, the Customer must provide information about parking arrangements and, if applicable, bear any associated costs such as permits or parking fees.
If the operatives are unable to gain access to the Premises at the agreed time, or access is unsafe or significantly restricted, the visit may be treated as a late cancellation, and charges may apply in accordance with the Company’s cancellation policy.
5. Customer Obligations
The Customer must ensure that the areas to be cleaned are reasonably clear of personal items, clutter, and fragile or valuable objects. The Company may refuse to move heavy furniture or items that pose a risk of damage or injury.
The Customer must inform the Company in advance of any known defects, wear, pre-existing damage, delicate materials, or other issues that may affect the cleaning process or outcome, including loose carpets, damaged seams, unstable furniture, or colour-sensitive fabrics.
Pets must be securely contained or kept away from the work area during the provision of Services. The Company accepts no responsibility for the safety or security of pets unless expressly agreed in writing.
6. Pricing and Quotations
Prices for Services are generally based on factors such as the size of the area, the type and condition of carpets or upholstery, the level of soiling, and the type of stains present. The Company may offer either fixed prices for clearly defined Services or estimates subject to inspection.
Any quotation provided prior to attending the Premises is based on the information supplied by the Customer and is not binding if that information proves inaccurate or incomplete. The Company will notify the Customer of any necessary price adjustments before commencing work.
All prices are stated in pounds sterling. Any applicable taxes will be included in the total price unless otherwise specified.
7. Payments
Payment terms will be confirmed at the time of booking. The Company may require payment in full on completion of the Services, payment in advance, or a deposit to secure the booking, depending on the nature and value of the job.
The Company accepts various forms of payment as communicated to the Customer, which may include cashless methods. Cheques may only be accepted if agreed in advance.
Where payment is made after the provision of Services, invoices are due for payment by the date stated on the invoice. The Company reserves the right to charge interest on overdue amounts at the statutory rate, as well as reasonable costs of recovery.
The Customer is responsible for ensuring that payment details are accurate and that sufficient funds are available. Failure to pay in accordance with agreed terms may result in suspension of further Services and potential legal recovery action.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company within the minimum notice period specified at the time of booking. If adequate notice is provided, no cancellation fee will usually be charged.
If the Customer cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover administrative and lost-operational costs.
If the Company is unable to attend a booking due to unforeseen circumstances such as illness, equipment failure, adverse weather, or transport disruption, it will use reasonable efforts to notify the Customer and arrange a new appointment. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling.
Where a deposit has been paid, it may be forfeited if the Customer cancels outside of the agreed notice period, except where cancellation is due to a proven error or breach by the Company.
9. Service Standards and Limitations
The Company will provide Services with reasonable skill and care, using methods and products appropriate to the type and condition of the surfaces being cleaned. The Customer acknowledges that the results of cleaning may vary depending on factors such as age, wear, fibre type, prior cleaning methods, and the nature of stains.
The Company does not guarantee complete removal of all stains, odours, or marks. Some stains may be permanent, and attempting further treatment may risk damage to the material. In such cases, the operative may advise against further treatment.
Drying times after carpet or upholstery cleaning are estimates only and depend on ventilation, temperature, humidity, and material type. The Customer is responsible for ensuring safe use of the cleaned areas during the drying period, including the prevention of slips and falls.
10. Property Damage and Liability
The Company will take reasonable care to avoid damage to the Premises and contents during the provision of Services. If accidental damage occurs due to negligence by the Company or its operatives, the Customer must notify the Company in writing as soon as reasonably practicable and in any event within 48 hours of becoming aware of the damage.
Where liability is accepted, the Company may at its discretion repair the damage, arrange for an independent repair, or compensate the Customer up to the reasonable replacement value, subject to fair wear and tear and depreciation.
The Company will not be liable for:
Any pre-existing damage or defects, including stains, burn marks, loose fittings, frayed edges, shrinkage due to prior improper cleaning, or colour loss caused by previous treatments.
Damage resulting from inaccurate or incomplete information supplied by the Customer, including undisclosed materials, previous cleaning products, or manufacturer instructions.
Indirect or consequential loss, including loss of profit, loss of business, or loss of use of the Premises, arising from the provision or non-provision of Services.
Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
11. Customer Satisfaction and Complaints
The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, and no later than 48 hours after completion of the work.
The Customer must allow the Company an opportunity to inspect and, where appropriate, rectify any issue. This may include a re-clean of specific areas or other reasonable remedial action.
Refunds or partial refunds will only be considered if the Company has been given a reasonable opportunity to address the problem and has failed to do so in a satisfactory manner.
12. Waste Handling and Regulations
The Company will comply with applicable waste and environmental regulations relating to the disposal of waste generated in the course of its Services, including used cleaning materials and extracted residues.
Unless otherwise agreed, the Company does not remove large quantities of general household waste, bulky items, or hazardous materials from the Premises. The Customer is responsible for disposing of such items through appropriate waste management channels.
The Company will not handle or dispose of hazardous substances such as asbestos, medical waste, chemical spills, or materials requiring specialist treatment. If such materials are encountered, the Company may suspend Services and advise the Customer to engage a specialist contractor.
13. Health and Safety
The Company will comply with applicable health and safety legislation and will use cleaning agents and equipment in accordance with manufacturer instructions and standard industry practice.
The Customer must inform the Company of any known health and safety risks at the Premises, including loose flooring, electrical hazards, restricted access routes, or other conditions that could affect the safety of operatives.
Certain cleaning products may cause temporary odours or require ventilation. The Customer is responsible for following any aftercare advice given by the Company, including keeping children and pets away from treated areas until it is safe to re-enter.
14. Insurance
The Company maintains insurance cover appropriate to its operations, including public liability insurance, subject to policy terms, conditions, and exclusions.
Evidence of insurance may be provided to the Customer upon reasonable request. Any claim under these Terms and Conditions may be subject to the terms and conditions of the relevant insurance policy.
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 beyond its reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, epidemic, pandemic, industrial disputes, transport disruptions, or actions of public authorities.
In such circumstances, the Company may suspend or cancel the affected Services and will use reasonable efforts to reschedule the booking when feasible.
16. Privacy and Data Protection
The Company will collect and process personal data provided by the Customer for the purposes of managing bookings, delivering Services, handling payments, and addressing enquiries or complaints.
The Company will take reasonable steps to protect personal data and will not sell or disclose it to third parties except where necessary to provide the Services, comply with legal obligations, or enforce its rights.
17. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings and, where legally permissible, to ongoing arrangements. The Company will make revised terms available upon request.
Continued use of the Services after changes have been communicated or made available will be taken as acceptance of the updated Terms and Conditions.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 the provision of Services by the Company.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or agreed service specification, constitute the entire agreement between the Company and the Customer and supersede any prior understandings, representations, or agreements, whether written or oral, relating to the subject matter.
No variation of these Terms and Conditions shall be effective unless expressly agreed in writing by an authorised representative of the Company.
