Carpetcleaning Highbury Terms and Conditions

These Terms and Conditions set out the basis on which Carpetcleaning Highbury provides domestic and commercial carpet cleaning services in the UK. They are intended to be read carefully before a booking is confirmed. By making a booking, the customer agrees to these terms, which form the contract between the customer and the service provider. These terms apply to all standard carpet cleaning appointments, including stain treatment, deodorising, rug cleaning and related add-on services where offered.

The purpose of these terms is to ensure clarity around the booking process, payment obligations, cancellations, liability, waste handling and other important matters that may arise during the provision of a carpet cleaning service. They are written for general use and are not a substitute for independent legal advice. If a customer does not agree with any part of these terms, they should not proceed with a booking.

In these terms, references to “we”, “us” and “our” mean the cleaning service provider trading as Carpetcleaning Highbury. References to “you” and “your” mean the customer who makes a booking, authorises work, or receives the service. A booking means a confirmed arrangement for us to attend a property or other agreed location to carry out carpet cleaning or associated services.

1. Booking process

Bookings may be requested through the channels we make available from time to time, such as telephone, email, online form or written instruction. A request for service does not create a binding agreement until it has been accepted by us and, where required, any deposit or prepayment has been received. We may decline a booking for operational reasons, access concerns, unsuitable conditions, or where we believe the requested service cannot be completed safely or effectively.

When making a booking, you must provide accurate information about the property, the rooms or items to be cleaned, access arrangements, parking considerations, presence of pets, known stains, fabric type and any relevant risks. If the information provided is incomplete or inaccurate, we may revise the quotation, alter the scope of work, or refuse to proceed. Carpet Cleaning Highbury may also need to assess whether the requested method is suitable for the materials involved.

Any estimated time of arrival or completion time is given in good faith but is not guaranteed. Delays can occur due to traffic, weather, prior jobs, equipment issues or other factors beyond our control. We will aim to notify you where significant delays arise. You are responsible for ensuring that the premises are ready for the appointment and that we have reasonable access to all agreed areas.

2. Prices and quotations

Prices may be quoted in advance or calculated on site based on room size, soil level, treatment requirements, furniture movement, parking conditions and any other relevant factors. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation given before inspection is based on the information available at the time and may be adjusted if the actual conditions differ materially from those described.

We reserve the right to apply additional charges where extra work is required, including but not limited to specialist stain treatment, additional drying support, difficult access, waiting time caused by the customer, or work outside the originally agreed scope. If we identify a need to amend the price, we will explain the reason where reasonably practicable before proceeding.

3. Payment terms

Payment is due in accordance with the terms stated at the time of booking or on the invoice. Unless otherwise agreed, payment must be made on completion of the service. We may require a deposit for larger jobs, repeated bookings, commercial work, or appointments scheduled during busy periods. Deposits are usually applied against the final amount due unless otherwise stated.

You are responsible for making sure payment is available on the day of service. We may accept cash, bank transfer, card payment or another method that we specify. If payment is not made when due, we reserve the right to charge reasonable recovery costs and statutory interest where permitted by law. Title to any materials supplied by us does not pass until payment has been received in full.

If a payment is reversed, disputed without valid cause, or returned unpaid, you agree to reimburse any associated bank charges, administration fees and reasonable recovery costs. We may suspend further services until all outstanding sums are paid.

4. Cancellations and rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Because appointments are reserved specifically for your use, short-notice cancellations may result in a charge. The amount of any cancellation fee will depend on the notice given, the size of the booking and any costs already incurred. Where a deposit has been taken, it may be retained wholly or partly to cover losses resulting from late cancellation.

If you are unable to provide access at the agreed time, or if the property is not ready for cleaning, this may be treated as a late cancellation or failed appointment. Examples include no one being present where access is required, keys not being available, unsafe conditions, or the relevant area being obstructed. We may charge a call-out fee or waiting-time fee where our team attends but cannot complete the work.

We also reserve the right to cancel or rearrange an appointment in circumstances outside our control, such as illness, equipment failure, severe weather, transport disruption or safety concerns. In such cases, we will endeavour to offer an alternative date. Our liability for unavoidable rescheduling will be limited to refunding any prepayment for work not carried out, unless otherwise required by law.

5. Customer responsibilities

Before the service begins, you must remove fragile items, valuables and items you do not want moved or handled. Where furniture is to be moved as part of the work, you must tell us in advance about heavy, delicate or fixed items. We are not responsible for items left on floors, under furniture, or in areas not reasonably visible during the visit.

You must ensure that electricity, water and reasonable lighting are available unless otherwise agreed. If a specialist cleaning method requires ventilation or drying time, you should follow any instructions given by our operative. We may refuse to clean items or areas that appear unsafe, excessively soiled with hazardous matter, or unsuitable for the selected process.

If you have pets, vulnerable occupants, medical sensitivities or other circumstances that may affect the service, you should inform us in advance. This helps us to plan the work safely and appropriately. Failure to disclose relevant information may affect the quality of the service and may limit our responsibility for any resulting issue.

6. Service standards and limitations

We will use reasonable skill and care in providing Carpetcleaning Highbury services. However, carpet cleaning outcomes can vary depending on fibre type, age, wear, prior treatment, staining history, environmental conditions and customer aftercare. We do not guarantee complete stain removal, total colour restoration or elimination of pre-existing damage, odours or wear marks, particularly where such issues are embedded in the material.

Some carpets, rugs and textiles may react unpredictably to water, heat, detergent or agitation. Where appropriate, we may carry out a test patch or recommend a different cleaning approach. If we believe a requested treatment carries a risk of damage, we may decline to proceed with that part of the work. Any advice we give is based on the condition visible at the time of service and does not amount to a warranty.

7. Liability

We will be responsible for direct loss or damage caused by our negligence, but only to the extent permitted by law. We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of business, inconvenience, or emotional distress, except where such exclusion is unlawful. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Our liability for damage to carpets, rugs or surrounding property will be assessed having regard to the age, condition and type of item concerned, together with any information you gave us before the service. Where damage occurs as a result of our proven negligence, our maximum liability will normally be limited to the lesser of the reasonable cost of repair or replacement and the amount paid for the affected service, subject always to any mandatory rights you may have under UK law.

Carpetcleaning Highbury cannot accept responsibility for pre-existing defects, weak seams, loose dye, hidden stains, shrinkage risk, or damage caused by prior wear and tear, incorrect installation, unsuitable previous cleaning, or failure to follow our drying and aftercare instructions. We also do not accept responsibility where damage results from items being left in place contrary to our instructions or where the customer has withheld relevant information.

8. Waste regulations and disposal

We will handle any waste generated by the service in accordance with applicable UK waste regulations. This includes the proper handling of packaging, disposable cleaning materials, and any waste arising directly from the cleaning process. Where waste must be removed from the premises, it will be disposed of in a lawful and environmentally responsible manner.

The customer remains responsible for identifying any hazardous substances, contaminated materials or items that require specialist disposal. We do not knowingly remove regulated hazardous waste unless we have expressly agreed to do so and are lawfully permitted to handle it. If we encounter waste that appears to be hazardous, contaminated, or otherwise unsuitable for standard disposal, we may suspend the work until appropriate arrangements are made.

You must not ask us to dispose of unlawful, dangerous or undeclared materials. If such materials are discovered during a visit, we may leave them in place, withdraw from the job, or take any steps necessary to protect health and safety. Any additional costs caused by waste classification, specialist handling or lawful disposal will be charged to you where permitted.

9. Complaints and remedies

If you believe there is an issue with the service, you should notify us as soon as reasonably practicable and provide a clear description of the concern. Where appropriate, we may ask for photographs, access to the affected item, or an opportunity to inspect and attempt a remedy. We will review complaints fairly and in good faith, but any remedy may be affected by the age, condition and inherent characteristics of the item.

If a genuine service failure is established, our preferred response may include a re-clean, limited rectification, or a partial refund, depending on the circumstances. Any remedy will be proportionate to the issue and will not exceed what is reasonable in the circumstances. Nothing in this clause affects your statutory rights as a consumer under UK law.

If a matter cannot be resolved informally, either party may pursue the dispute through the courts or any alternative dispute resolution process that may be agreed. We encourage customers to raise concerns promptly so that we can address them efficiently and avoid unnecessary escalation.

10. Data, access and privacy

We may collect and process personal data necessary to manage bookings, issue invoices, respond to enquiries and deliver the service. We will handle personal information in accordance with applicable data protection law. This may include names, addresses, contact details, access instructions and payment records. We will not use your personal information for unrelated purposes without lawful basis.

Where access to a property involves keys, security codes or entry instructions, you are responsible for providing them accurately and securely. Any keys entrusted to us will be stored and handled with reasonable care. We are not responsible for losses caused by incorrect or incomplete access information supplied by you.

11. Force majeure

We will not be in breach of these terms if performance is prevented or delayed by events beyond our reasonable control, including severe weather, fire, flood, strike, transport failure, public emergencies, equipment shortages, power outages or acts of third parties. In such cases we may postpone the service, arrange a new date, or cancel the booking without liability other than refunding amounts paid for work not performed.

12. Governing law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that consumers resident in Scotland or Northern Ireland may also benefit from any mandatory rights available to them under applicable law.

By proceeding with a booking for Carpetcleaning Highbury, you confirm that you have read, understood and accepted these Terms and Conditions. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any provision shall be treated as a waiver of our rights.