Terms and Conditions for Carpet Cleaning Holland Park

These Terms and Conditions set out the basis on which Carpet Cleaning Holland Park provides carpet and related cleaning services to residential and commercial customers. By booking or using 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:

Client means the individual or organisation requesting the services.

Company means Carpet Cleaning Holland Park, the provider of the services.

Services means carpet cleaning and any additional cleaning or related services agreed between the Company and the Client.

Premises means the property or location where the services are to be carried out.

Technician means any employee, contractor or representative engaged by the Company to perform the services.

2. Scope of Services

The Company provides professional carpet cleaning and related services within its operational service area. The precise services, including the number of rooms, type of carpet, additional treatments and any special requirements, will be agreed at the time of booking.

All services are subject to availability and to the condition of the Client's premises and furnishings. The Company reserves the right to decline or amend a booking if the requested services are unsuitable, unsafe or beyond the scope of normal professional cleaning.

3. Booking Process

3.1 Bookings may be requested by the Client using the Company’s accepted booking channels. A booking is not confirmed until the Company has provided explicit confirmation to the Client.

3.2 The Client must provide accurate details, including full name, service address, access instructions, description of the areas to be cleaned, and any known issues such as heavy soiling, stains, pet odours, or previous damage.

3.3 The Company may request photographs or additional information to provide a more accurate estimate. Any estimate given prior to inspection is approximate and may be revised after the Technician assesses the premises on arrival.

3.4 The Client is responsible for ensuring suitable access to the premises at the agreed time. Any parking restrictions or access limitations must be disclosed at the time of booking.

4. Estimates and Pricing

4.1 Prices are generally quoted based on the information supplied by the Client. If on arrival the actual condition or size of the areas to be cleaned differs significantly from that described, the Company reserves the right to adjust the price or decline the service.

4.2 All prices are stated in pounds sterling and are inclusive of any applicable taxes unless otherwise indicated.

4.3 Any additional services requested on site that were not included in the original booking will be charged separately, subject to agreement between the Client and the Technician or Company.

5. Payments

5.1 Payment terms will be confirmed at the time of booking. The Company may require payment in full or a deposit prior to the booking date, or payment upon completion of the services.

5.2 Accepted payment methods will be specified by the Company. The Client must ensure that they are able to make payment using one of the accepted methods at the required time.

5.3 If payment is not received on the due date, the Company reserves the right to charge reasonable late payment interest and administrative fees in accordance with applicable law.

5.4 For commercial Clients, separate invoicing terms may be agreed in writing. In the absence of such agreement, payment is due immediately upon completion of the services.

6. Cancellations and Rescheduling

6.1 The Client may cancel or reschedule a booking by giving notice to the Company through an accepted communication channel.

6.2 If the Client cancels or reschedules more than 48 hours before the scheduled start time, no cancellation fee will usually apply, unless a non-refundable deposit has been expressly agreed.

6.3 If the Client cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company may charge a cancellation fee of up to 50 percent of the estimated service value to cover allocated time and costs.

6.4 If the Client cancels, reschedules or fails to provide access within 24 hours of the scheduled start time, or if the Technician is unable to access the premises, the full service fee may be charged at the Company’s discretion.

6.5 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, equipment failure or access issues. In such cases, the Company will offer an alternative appointment. Any prepayments for cancelled services will be transferred to the new booking or refunded if no suitable alternative can be arranged.

7. Access and Client Responsibilities

7.1 The Client must ensure that the Technician has safe and unobstructed access to the premises and to all areas to be cleaned at the agreed time.

7.2 The Client is responsible for moving small and fragile items, valuables, and personal belongings from the areas to be cleaned, unless otherwise agreed. Technicians are not required to move heavy furniture, electrical appliances or large items that could cause damage or pose a safety risk.

7.3 The Client should ensure that electricity and running water are available at the premises during the service. If necessary utilities are unavailable, the Company may treat the booking as a late cancellation and charge accordingly.

7.4 Children and pets should be kept away from working areas and equipment for the duration of the service and any recommended drying period.

8. Condition of Carpets and Results

8.1 The Company will use professional products and methods appropriate to the type and condition of the carpet or surface. However, results will vary depending on age, material, previous cleaning, amount of soiling, and type of stains.

8.2 The Company does not guarantee complete removal of all stains or odours. Some stains may be permanent or may require specialist treatment beyond the scope of the service.

8.3 Pre-existing damage, wear, fading, shrinkage risks, loose seams, weakened fibres, or colour instability are the responsibility of the Client. The Technician will exercise reasonable care but cannot be held liable for deterioration that arises due to conditions inherent in the fabric or carpet.

8.4 Drying times given are estimates and depend on ventilation, temperature and fabric type. The Client is responsible for ensuring adequate ventilation and following any aftercare instructions provided by the Technician.

9. Waste and Environmental Regulations

9.1 The Company will comply with applicable waste and environmental regulations when disposing of waste water, spent cleaning solutions and any removed debris generated by the service.

9.2 Waste water will normally be discharged through appropriate drainage at the premises, where permitted, in accordance with local regulations. The Client agrees to allow reasonable use of such drainage facilities unless this is not possible or not permitted.

9.3 Where special waste handling is required, such as in cases of contamination or hazardous materials, additional charges may apply, and the Company may decline to carry out the work if it cannot be done safely and lawfully.

9.4 The Client must inform the Company in advance if the premises have been exposed to hazardous substances, including but not limited to asbestos, chemical spills, or biohazard contamination. The Company reserves the right to refuse service in such cases or to require special arrangements at additional cost.

10. Health and Safety

10.1 The Company follows reasonable health and safety practices and expects the Client to do the same. Technicians may refuse to carry out work they consider unsafe, including where there are structural issues, aggressive behaviour, or unsuitable environmental conditions.

10.2 Some cleaning solutions and equipment may present minor risks if misused. The Client must keep children, pets, and vulnerable persons away from treated areas and equipment during the service and until areas are fully dry and safe.

10.3 If the Client has any allergies or sensitivities, they must inform the Company before the service so that suitable products can be used where possible.

11. Liability and Limitations

11.1 The Company will exercise reasonable care and skill in providing the services. If the Client believes the service has not been performed with reasonable care and skill, they must notify the Company within 48 hours of completion, providing details and, where possible, photographic evidence.

11.2 The Company’s liability for any loss or damage arising from the services is limited to the lesser of the cost of re-cleaning the affected area or the actual cost of repair or replacement, subject to fair wear and tear and depreciation.

11.3 The Company is not liable for:

a. Wear, damage or deterioration that pre-existed the service or is due to inherent defects in carpets, fabrics, or flooring.

b. Shrinkage, colour loss, texture change or other issues where the risk is due to the manufacturer’s instructions not being available, incorrect, or where the item is unsuitable for wet or standard cleaning methods.

c. Any indirect or consequential losses, including loss of profit, loss of use, or loss of enjoyment, arising from the services.

11.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

12. Complaints and Service Issues

12.1 The Company aims to resolve any service issues promptly and fairly. If the Client is dissatisfied, they must notify the Company as soon as reasonably practicable and within 48 hours of service completion.

12.2 The Company may offer to re-clean affected areas, provide a partial refund, or propose another remedy where appropriate. Any remedy is offered at the Company’s discretion, subject to investigation and provided that the complaint is substantiated.

12.3 Failure by the Client to give the Company a reasonable opportunity to address a concern may limit any remedies available.

13. Insurance

13.1 The Company maintains appropriate insurance cover for its operations, including public liability insurance, subject to policy terms and conditions.

13.2 Evidence of insurance can be provided to Clients upon reasonable request.

14. Data Protection and Privacy

14.1 The Company collects and processes personal data only for the purposes of managing bookings, providing services, handling payments, and meeting legal obligations.

14.2 Client details will not be sold to third parties. Information may be shared with trusted third-party providers where necessary for payment processing, administration or legal compliance, subject to appropriate safeguards.

14.3 The Company will store personal data only for as long as reasonably necessary for the purposes for which it was collected or as required by law.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, our services, or business practices.

15.2 The version of the Terms and Conditions in force at the time of the Client’s booking will normally apply to that booking. Continued use of the services after changes take effect will be treated as acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or related to these Terms and Conditions or the provision of services by the Company, without prejudice to any rights the Client may have under consumer protection legislation.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the services and supersede any prior representations, understandings or agreements, whether written or oral, relating to the same subject matter.

By making a booking or allowing services to be carried out, the Client confirms that they have read, understood and agreed to these Terms and Conditions.