Harrow Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Harrow Carpet Cleaners provides carpet, upholstery 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 person, firm or company booking or receiving the services.
Company means Harrow Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any other cleaning or related services offered by the Company from time to time.
Premises means the property or location where the Services are to be carried out.
Technician means the individual or team carrying out the Services on behalf of the Company.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, based on the Client’s description of the Premises, items to be cleaned, and any particular requirements. The Company reserves the right to amend the quoted price or the scope of Services if the information provided by the Client is incomplete, inaccurate or significantly different from the actual conditions at the Premises.
The Company may refuse or discontinue the Services if the Premises are unsafe, unsanitary beyond the scope of the agreed work, or if access is obstructed, and may charge a call-out or cancellation fee in such circumstances.
3. Booking Process
Bookings may be made by the Client via the Company’s chosen communication channels. When making a booking, the Client must provide accurate information regarding the Premises, such as the type and size of areas or items to be cleaned, the condition of carpets or upholstery, the presence of stains, pets, or heavy soiling, and any parking or access restrictions.
A booking is not confirmed until the Company has accepted the booking and provided confirmation of the date, time window, and indicative price or agreed rate. The Company reserves the right to decline a booking at its discretion.
The Client must ensure that a responsible adult is present at the Premises at the start and end of the visit unless otherwise agreed in advance. The Client is responsible for providing access to the Premises at the agreed time. Waiting time or inability to gain access may be subject to additional charges.
4. Pricing and Quotations
Prices are based on the information supplied by the Client at the time of booking and on the Company’s current price lists and service area policies. Any verbal or written quotation is an estimate only and is subject to revision on site if the Technician finds that the work required is materially different to that described at the time of booking.
Additional charges may apply for heavy soiling, extensive staining, moving large or numerous items of furniture, limited access or parking, out-of-hours services, or any additional work requested by the Client on the day of service.
All prices will be stated in pounds sterling and inclusive or exclusive of VAT as indicated at the time of booking. If VAT is applicable, it will be added at the prevailing rate.
5. Payments
Payment is due in full on completion of the Services, unless otherwise agreed in writing in advance. The Company accepts the forms of payment notified to the Client at the time of booking, which may include cash, card payments, or bank transfer.
For commercial Clients or larger domestic projects, the Company may require a deposit or part payment before the date of service. Any deposit required will be specified at the time of booking and is generally non-refundable except where the Company cancels the booking without offering a reasonable alternative appointment.
Where credit terms have been agreed for commercial Clients, invoices are payable within the period specified on the invoice. The Company reserves the right to charge interest and reasonable collection costs on overdue invoices in accordance with applicable law.
6. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving notice through the same method used to make the booking or any alternative method accepted by the Company. The following conditions apply unless otherwise stated by the Company in writing.
If the Client cancels or reschedules with at least 48 hours notice before the scheduled appointment time, no cancellation fee will usually be charged.
If the Client cancels or reschedules with less than 48 hours notice, or fails to provide access at the agreed time, the Company reserves the right to charge a cancellation fee of up to the full quoted price to cover lost time and costs.
If the Technician attends the Premises and is unable to commence work due to lack of access, unsafe conditions, or other reasons beyond the Company’s control, this will be treated as a late cancellation and may be charged accordingly.
The Company may cancel or reschedule a booking due to reasons such as staff illness, equipment failure, adverse weather, traffic disruption, or other circumstances outside its reasonable control. In such cases the Company will offer the Client the next available appointment. The Company will not be liable for any loss arising from such cancellations or delays, but any deposit or advance payment will be applied to the rescheduled booking or refunded if no suitable alternative can be agreed.
7. Client Obligations
The Client is responsible for:
Ensuring safe and reasonable access to the Premises, including suitable parking arrangements where necessary.
Securing valuables and fragile items, and notifying the Technician of any items that are particularly delicate, damaged, or at risk.
Removing smaller items, breakables and clutter from areas to be cleaned to allow the Technician to work safely and effectively.
Informing the Technician of any previous cleaning treatments, products used, or known issues such as colour run, shrinkage, or existing damage.
Complying with any advice or drying times given after the service, including keeping children and pets away from damp areas or equipment.
8. Furniture and Property
The Company will move light furniture where reasonably practicable and safe to do so. The Company does not undertake to move heavy, valuable, or fragile items such as pianos, large wardrobes, aquariums, antiques, or electrical equipment. If the Client requests movement of such items, this is at the Client’s own risk and may be declined by the Technician.
While reasonable care will be taken, the Company accepts no liability for damage arising from previously unstable or defective items, or from the normal movement of furniture required to access areas to be cleaned.
9. Stains, Wear and Results
The Client acknowledges that results may vary depending on the age and condition of carpets and upholstery, the type and duration of stains, and any prior cleaning or treatment. The Company does not guarantee complete removal of all stains, odours, or marks, and does not guarantee that the original colour, texture, or appearance will be fully restored.
Certain stains, such as those from bleach, dyes, pets, or heavy soiling, may be permanent and may not respond fully to cleaning. Shrinkage, colour loss or changes in texture can sometimes occur due to pre-existing conditions or previous treatments beyond the Company’s knowledge or control.
10. Liability and Insurance
The Company will exercise reasonable skill and care in providing the Services and will maintain appropriate insurance cover as required by law and good industry practice.
The Company’s liability for any loss or damage arising from the provision of the Services shall be limited to the lesser of the cost of rectifying the damage or the total amount paid by the Client for the relevant Services. The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity.
The Company shall not be liable for any damage or deterioration caused by pre-existing defects, wear, or vulnerabilities in carpets, rugs, upholstery, or other items, including but not limited to loose seams, pre-existing stains, colour instability, or previous poor cleaning or repairs.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other matter that cannot lawfully be excluded.
11. Waste Handling and Regulations
The Company will handle waste water and residues generated during the cleaning process in accordance with applicable environmental and waste regulations. Waste water will normally be discharged via appropriate drainage systems at the Premises, such as toilets or sinks, where permitted.
The Client agrees to allow reasonable use of water, electricity, and drainage facilities at the Premises for the duration of the Services. Where the disposal of waste water or residues at the Premises is not possible or permitted, the Company will manage removal and disposal in line with relevant legal and environmental requirements.
The Company will not remove general household rubbish, building waste, or hazardous materials as part of the standard Services unless expressly agreed in advance as an additional service and in compliance with local waste regulations.
12. Complaints and Claims
If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work, so that the Company has an opportunity to investigate and, where appropriate, to remedy the issue.
The Client must allow the Company and its Technician reasonable access to inspect and, if appropriate, re-clean the affected areas before the Client engages another service provider or attempts their own remedial work. Failure to do so may limit the Company’s ability to consider or accept liability for any alleged defects.
Any claim for damage or loss must be supported by evidence and submitted to the Company within a reasonable time. The Company will review the claim and may request further information or inspection. If a claim is accepted, the Company may, at its discretion, arrange repair, replacement, or a partial or full refund up to the limit of liability set out in these Terms and Conditions.
13. Access, Health and Safety
The Company and its Technicians will comply with relevant health and safety requirements and will take reasonable steps to operate safely at the Premises. The Client must ensure that the Premises are safe and that any known hazards are clearly communicated to the Technician.
The Client must keep children and pets away from the work areas and equipment during and immediately after the cleaning process. The Company will not be liable for accidents arising from failure to observe safety instructions, wet floor warnings, or recommended drying times.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, traffic disruption, utility failures, accidents, illness, or acts of government or public authorities.
15. Privacy and Data
The Company will collect and use personal data provided by the Client, such as name, address, and contact details, for the purposes of managing bookings, providing the Services, handling payments, and dealing with enquiries and complaints. The Company will take reasonable steps to protect such data and will not sell personal data to third parties.
By using the Services, the Client consents to the use of their personal data for these purposes. The Client may request details of the personal data held about them and may ask for corrections where information is inaccurate.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or business practice. The version in force at the time of booking will apply to that booking. Continued use of the Services following any update will constitute acceptance of the revised Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms and Conditions or the Services, subject to any rights the Client may have as a consumer to bring proceedings in another jurisdiction where applicable.
18. Entire Agreement
These Terms and Conditions, together with any written confirmation or agreement issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services. No other terms, representations, or warranties shall have any effect unless expressly agreed in writing by the Company.
If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
