Holland Park Carpet Cleaning Terms and Conditions
These Terms and Conditions set out the basis on which Holland Park Carpet Cleaning provides professional carpet and related cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your appointment.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company, or organisation requesting the services of Holland Park Carpet Cleaning.
Company means Holland Park Carpet Cleaning, the provider of the services.
Services means carpet cleaning and any additional cleaning or related services agreed between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor, or representative of the Company carrying out the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services as agreed at the time of booking. The specific scope of the Services, including areas to be cleaned, type of cleaning, and any additional tasks, will be confirmed during the booking process or in subsequent written or verbal confirmation.
The Company reserves the right to make reasonable changes to the scope of the Services if required by health and safety considerations, access limitations, or the condition of the carpets, upholstery, or other surfaces at the Premises. Any significant changes will be discussed with the Customer before work continues.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels. At the time of booking, the Customer will be asked to provide accurate information regarding the Premises, including property size, type of carpet or flooring, access details, and any particular requirements.
The Company may provide an estimated price based on the information supplied by the Customer. This estimate may be adjusted if, upon arrival, the Technician determines that the work required differs materially from the description provided. The Customer will be informed of any changes to pricing before the commencement of the Services.
A booking will be deemed confirmed once the Company has acknowledged the appointment date and time. The Company may request a deposit or part payment to secure the booking. In such cases, the booking is not confirmed until the required payment has been received.
The Customer is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed time. Where unattended access is agreed, the Customer must make suitable arrangements for keys or access codes and accepts responsibility for any associated risks, subject to the Company’s obligations below.
4. Customer Obligations
The Customer agrees to:
Provide safe and unobstructed access to the Premises, including adequate parking where possible.
Ensure that electricity, water, and, where applicable, heating are available at the Premises during the appointment.
Remove small items, valuables, and fragile objects from areas to be cleaned, or clearly indicate any items that require special care.
Inform the Company in advance of any known issues with carpets, flooring, upholstery, or fixtures, including wear, damage, stains, or colour instability.
Advise the Company of any restrictions at the Premises, including building regulations, security procedures, or other access limitations.
Where pets are present, ensure they are safely contained and do not interfere with the work of the Technician or with drying times.
5. Prices and Payments
Prices for Services will be provided to the Customer prior to the appointment, either as a fixed quote or an estimate based on the information supplied. All prices are stated in pounds sterling and may be subject to applicable taxes as required by law.
The Company reserves the right to adjust prices if the condition or size of the area to be cleaned is materially different from that described at the time of booking. In such cases, the Technician will inform the Customer and seek approval before proceeding.
Unless otherwise agreed, payment is due upon completion of the Services on the day of the appointment. The Company accepts payment by commonly used methods as advised to the Customer at the time of booking.
For commercial or regular contract Customers, alternative payment terms may be agreed separately in writing. Invoices issued under such arrangements are payable within the period specified on the invoice.
If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts in accordance with applicable UK law and to seek recovery of any reasonable costs associated with debt collection.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule an appointment by providing notice to the Company. The following conditions apply:
If the Customer cancels or reschedules more than 48 hours before the scheduled appointment time, any deposit paid may be refunded or transferred to a new booking at the Company’s discretion.
If the Customer cancels or reschedules less than 48 hours before the scheduled appointment time, the Company reserves the right to retain any deposit and may charge a reasonable cancellation fee to cover lost time and costs.
If the Technician arrives at the Premises at the agreed time and is unable to gain access, or if the Customer cancels at the time of arrival, this may be treated as a late cancellation and subject to a charge equivalent to part or all of the quoted service price.
The Company may cancel or reschedule an appointment due to unforeseen circumstances, including illness, equipment failure, severe weather, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and, where possible, offer an alternative appointment. The Company will not be liable for any consequential loss resulting from such cancellations.
7. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill in accordance with industry standards. However, the Customer acknowledges that results may vary depending on factors such as carpet age, prior cleaning methods, staining, wear, fibre type, and general condition.
The Company does not guarantee the removal of all stains, odours, or marks. Some stains may be permanent and cannot be fully removed without risk of damage to the material. The Technician will use professional judgment and will not proceed with any treatment considered likely to cause damage without the Customer’s consent.
The Customer should allow adequate drying time after cleaning. Drying times vary and are influenced by ventilation, temperature, and humidity. The Company is not liable for accidents, slips, or damage caused by the Customer or other persons walking on damp carpets or surfaces against advice.
Where the Services involve moving light furniture, the Technician will take reasonable care. However, the Company does not undertake to move heavy, fragile, or valuable items, including but not limited to pianos, large cabinets, aquariums, or items fixed to walls or floors.
8. Liability
The Company will exercise reasonable care and skill in providing the Services and handling the Customer’s property. If loss or damage occurs as a direct result of the Company’s negligence, the Company may, at its option, repair the damage, arrange a replacement, or offer fair compensation.
The Company will not be liable for:
Pre existing damage, defects, stains, or wear to carpets, flooring, upholstery, or fixtures, including issues that become more visible after cleaning.
Damage resulting from the Customer’s failure to disclose relevant information, such as prior repairs, colour instability, or use of incompatible cleaning products.
Any loss, damage, or delay caused by events beyond the Company’s reasonable control, including but not limited to extreme weather, power failures, or access restrictions.
Indirect or consequential loss, such as loss of profits, loss of opportunity, or loss of enjoyment.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under UK law.
9. Complaints and Claims
If the Customer is dissatisfied with any aspect of the Services, they must inform the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work. The Company will investigate and, where appropriate, arrange for a Technician to revisit the Premises to assess the issue.
Any claim for loss or damage to property must be notified to the Company promptly and supported by relevant evidence. The Customer should not attempt repairs or replacement without first giving the Company the opportunity to inspect and, where appropriate, remedy the situation.
The Company’s liability in respect of any claim is limited as set out in the Liability section above.
10. Health, Safety, and Access
The Company is committed to maintaining high standards of health and safety for Customers, Technicians, and others present at the Premises. The Customer agrees to cooperate with any reasonable health and safety instructions given by the Technician.
The Technician may refuse to proceed with the Services or may suspend work if conditions at the Premises present a risk to health or safety, including but not limited to exposed wiring, hazardous materials, aggressive behaviour, or obstructed access. In such circumstances, the Company may treat the appointment as a late cancellation and apply a reasonable fee.
The Customer should ensure that children and pets are kept away from work areas and from any equipment or chemicals used during the cleaning process.
11. Waste Handling and Environmental Compliance
The Company will handle and dispose of waste generated during the provision of Services in accordance with applicable waste and environmental regulations in the United Kingdom.
Where waste water, soil, or residues arise from the cleaning process, the Technician will, where appropriate, discharge such waste via suitable facilities at the Premises, such as designated drainage points, in line with legal and environmental requirements.
The Customer agrees to allow the Technician reasonable use of such facilities and confirms that any drainage or disposal points made available at the Premises are lawful and appropriate for this purpose.
The Company will not remove general household rubbish or unrelated waste from the Premises unless specifically agreed as part of the Services. Any such additional tasks may be subject to extra charges.
The Company aims to use cleaning products and methods that are effective and responsible, but cannot guarantee that all products will be entirely free of potential allergens or sensitivities. The Customer should inform the Company in advance of any known allergies or concerns so that alternative products may be considered where feasible.
12. Insurance
The Company maintains insurance cover appropriate to the nature of its business, as required under applicable UK law and industry practice. Details of insurance cover may be made available to the Customer on request.
The Customer is responsible for ensuring that their own insurance arrangements, including home or business policies, are adequate for their needs and cover any risks not expressly assumed by the Company under these Terms and Conditions.
13. 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 communicating regarding appointments or enquiries.
The Company will handle personal data in accordance with applicable UK data protection laws. Customer details will not be sold to third parties. Information may be shared with trusted partners or subcontractors only where necessary to deliver the Services or to comply with legal obligations.
The Customer has rights in relation to their personal data, including the right to access certain information held about them. Any such requests should be made through the Company’s usual contact channels.
14. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of the Services offered. The version in force at the time of the Customer’s booking will apply to that booking, unless changes are required by law or mutual agreement.
Customers are encouraged to review the latest Terms and Conditions before making a booking.
15. 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.
16. General Provisions
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.
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.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior understandings, representations, or agreements, whether oral or written.
