Hackney Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Hackney Carpet Cleaners provides cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions, which apply to all services supplied unless otherwise agreed in writing by us.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the individual, business or organisation booking the services.
Service means any carpet, upholstery, rug, curtain, hard floor or related cleaning work, as well as any additional or ancillary services agreed between the Customer and Hackney Carpet Cleaners.
Premises means the property or location where the Service is to be carried out.
Technician means a cleaner, contractor or other person engaged by Hackney Carpet Cleaners to perform the Service.
Agreement means the contract between the Customer and Hackney Carpet Cleaners incorporating these Terms and Conditions and any confirmation of booking issued to the Customer.
2. Scope of Services
Hackney Carpet Cleaners provides professional cleaning services within its designated service area, which generally includes properties located in and around Hackney and neighbouring districts. Availability of services may vary depending on the specific address, building access and scheduling constraints.
The exact nature of the Service, including areas to be cleaned, methods to be used and estimated duration, will be agreed at the time of booking based on the Customer's description and any additional information requested by Hackney Carpet Cleaners.
Hackney Carpet Cleaners reserves the right to decline or withdraw services where the Premises are unsafe, access is restricted, or the work requested falls outside the scope of standard cleaning services or applicable regulations.
3. Booking Process
3.1 A booking is made when the Customer contacts Hackney Carpet Cleaners, provides the required details and receives confirmation of the appointment date, time and price estimate. Confirmation may be provided verbally or in writing.
3.2 The Customer is responsible for providing accurate information at the time of booking, including property type, number and size of rooms or items to be cleaned, level of soiling, presence of stains, pets or odours, parking availability and any access restrictions.
3.3 Where necessary, Hackney Carpet Cleaners may request additional details or photographs to better assess the work required and to provide a more accurate estimate. Any estimate given prior to inspection is indicative only and may be subject to adjustment on arrival if the scope of work differs from the description provided.
3.4 Bookings are subject to availability. Hackney Carpet Cleaners will make reasonable efforts to accommodate the Customer's preferred date and time but does not guarantee specific appointment slots until confirmed.
3.5 Hackney Carpet Cleaners may, at its discretion, require a deposit to secure the booking. Any deposit requirements will be communicated before the booking is confirmed.
4. Access to the Premises
4.1 The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed time, including any necessary parking arrangements, building entry codes, keys or passes.
4.2 The Customer must provide access to electricity and water where required to perform the Service. If access to essential utilities is not available, Hackney Carpet Cleaners may be unable to complete the Service and reserves the right to treat this as a late cancellation.
4.3 The Customer, or an authorised representative aged 18 or over, should be present at the start and end of the appointment to confirm the scope of work and to inspect the results. If no one is present, Hackney Carpet Cleaners will carry out the Service as per the agreed instructions and the work will be deemed accepted on completion.
5. Customer Responsibilities
5.1 The Customer must remove small items, valuables, fragile objects and personal belongings from areas to be cleaned prior to the appointment. Hackney Carpet Cleaners will not be responsible for moving heavy furniture or delicate items unless this has been expressly agreed in advance.
5.2 The Customer must inform Hackney Carpet Cleaners of any known hazards, defects or special conditions at the Premises, including damaged flooring, loose carpets, unstable furniture, electrical issues, or previous use of incompatible cleaning products.
5.3 If pets are present, the Customer must ensure they are safely secured and do not interfere with the Technician or equipment. The Customer should notify Hackney Carpet Cleaners of any pet-related issues such as flea infestations or severe odours.
5.4 The Customer is responsible for complying with any building, tenancy or estate regulations that may affect the performance of the Service, including booking lift access or notifying building management where required.
6. Prices and Payment Terms
6.1 Prices are usually quoted based on the information provided by the Customer and are subject to confirmation on site. If the actual condition or size of the areas to be cleaned differs significantly from the information supplied, Hackney Carpet Cleaners may revise the price accordingly.
6.2 All prices will be quoted in pounds sterling and may be inclusive or exclusive of any applicable taxes. Any such details will be made clear at the time of booking.
6.3 Payment is due on completion of the Service unless otherwise agreed in advance. Hackney Carpet Cleaners may accept various forms of payment, including card or bank transfer, subject to availability.
6.4 For certain bookings, including larger commercial projects or recurring arrangements, Hackney Carpet Cleaners may issue invoices with specified payment terms. The Customer agrees to pay all invoices in full by the due date stated.
6.5 Hackney Carpet Cleaners reserves the right to charge interest or apply administrative fees on late payments in accordance with applicable law.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by providing notice in advance of the scheduled appointment time. The required notice period will be communicated at the time of booking. As a general guideline, at least 24 hours notice is usually required to avoid cancellation fees.
7.2 If the Customer cancels within the stated notice period, any deposit paid may be refunded or applied to a future booking at the discretion of Hackney Carpet Cleaners.
7.3 If the Customer cancels with insufficient notice, fails to provide access to the Premises, or is not present at the agreed time where necessary, Hackney Carpet Cleaners reserves the right to charge a cancellation fee, which may be up to the full service price.
7.4 Hackney Carpet Cleaners may cancel or reschedule the Service due to circumstances beyond its reasonable control, including illness, transport disruption, extreme weather or equipment failure. In such cases, Hackney Carpet Cleaners will offer an alternative appointment at the earliest opportunity and shall not be liable for any consequential losses.
8. Service Quality and Limitations
8.1 Hackney Carpet Cleaners aims to provide services with reasonable care and skill. The Technician will use professional cleaning products and equipment suitable for the type of surface or fabric, as assessed at the Premises.
8.2 While every effort is made to achieve the best possible results, complete stain or odour removal cannot be guaranteed. Some stains may be permanent due to age, prior treatment, or the nature of the spillage. Certain fabrics or materials may also respond unpredictably to cleaning.
8.3 Hackney Carpet Cleaners will not be responsible for pre-existing damage, wear, fading, discolouration, loose dye, shrinkage or defects that become more visible after cleaning. The Customer accepts that cleaning may reveal hidden issues not apparent before treatment.
8.4 If the Customer is dissatisfied with any aspect of the Service, they must notify Hackney Carpet Cleaners within a reasonable time, usually within 48 hours of completion, so that any concerns can be reviewed. Where appropriate, Hackney Carpet Cleaners may offer to re-attend and rectify specific issues, but is not obliged to provide a full refund.
9. Liability and Insurance
9.1 Hackney Carpet Cleaners will exercise reasonable care in the performance of the Service and carries appropriate insurance cover for public liability and, where applicable, the work of its Technicians.
9.2 Hackney Carpet Cleaners shall not be liable for any indirect, consequential or purely economic loss, including loss of profit, loss of use or loss of opportunity, arising out of or in connection with the Service.
9.3 Hackney Carpet Cleaners liability for direct loss or damage arising from its negligence or breach of contract shall, in any event, be limited to the total price paid or payable for the specific Service during which the loss or damage occurred, except where liability cannot be limited or excluded by law.
9.4 The Customer is responsible for securing valuable items and for informing Hackney Carpet Cleaners of any particularly delicate or high value objects. Hackney Carpet Cleaners will not be liable for damage to items that it has not been made aware of or which were not reasonably visible during the Service.
9.5 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
10. Waste Handling and Environmental Regulations
10.1 Hackney Carpet Cleaners complies with relevant waste and environmental regulations in the course of providing its services. This includes responsible use, storage and disposal of cleaning solutions and any waste generated during the Service.
10.2 The Service may generate a limited amount of waste, such as extracted dirt, water, packaging or used materials. In most cases this will be dealt with on site, for example by disposing of wastewater via appropriate drainage as permitted by local regulations.
10.3 Where the Service involves the removal of larger items or bulky waste, this must be agreed in advance. Hackney Carpet Cleaners is not obliged to remove carpets, furniture, appliances or hazardous materials unless specifically contracted to do so, and may refuse to handle any waste that is not suitable for collection under standard safety and environmental rules.
10.4 The Customer must not request the Technician to dispose of waste in an unlawful or inappropriate manner. Hackney Carpet Cleaners reserves the right to refuse any instruction that conflicts with waste or environmental regulations.
11. Health and Safety
11.1 Hackney Carpet Cleaners will take reasonable steps to protect the health and safety of its Technicians and Customers while performing the Service. This may include the use of protective equipment, signage and suitable cleaning products.
11.2 Certain cleaning products may remain active for a short period after use. The Customer should follow any instructions given by the Technician regarding ventilation, drying times, keeping children and pets away from treated areas and avoiding slip hazards.
11.3 Hackney Carpet Cleaners may refuse or suspend the Service if the Premises are considered unsafe or if conditions at the site present an unacceptable risk to health or safety.
12. Data Protection and Privacy
12.1 Hackney Carpet Cleaners collects and processes personal data such as names, addresses and contact details for the purposes of managing bookings, performing the Service and handling payments.
12.2 Customer information will be handled in accordance with applicable data protection laws. Hackney Carpet Cleaners will not sell Customer data to third parties and will only share information where necessary to perform the Service, process payments or comply with legal obligations.
13. Amendments to Terms
13.1 Hackney Carpet Cleaners may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Agreement with the Customer.
13.2 Any significant changes to the Terms and Conditions may be communicated to regular or contract Customers where relevant to ongoing services.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Service, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 and Conditions or the Service provided by Hackney Carpet Cleaners.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.2 No failure or delay by Hackney Carpet Cleaners in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.
15.3 The Agreement is between Hackney Carpet Cleaners and the Customer only. No other person shall have any rights to enforce any of its terms.
By booking a service with Hackney Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.