Highbury Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Highbury Carpet Cleaners provides domestic and commercial carpet cleaning services, including related upholstery, rug, and stain-treatment work. By making a booking, the customer agrees to these terms in full. They are intended to clarify how bookings are accepted, how payments are handled, what happens if a visit is cancelled or delayed, how liability is managed, and how waste materials are dealt with during and after the service. These terms are designed for use in the United Kingdom and should be read alongside any written quotation, job confirmation, or service note issued in relation to the work.
In these terms, the words “we”, “us”, and “our” refer to the service provider operating under the name Highbury Carpet Cleaners. The words “you” and “your” refer to the customer, including any person acting on the customer’s behalf. A booking may be made by a homeowner, tenant, landlord, business owner, property manager, or authorised representative. Where a customer books on behalf of another person, that customer confirms that they have authority to do so and that the person receiving the service accepts these terms.
The quotation or price estimate provided before a job begins is based on the information available at the time of booking, including the approximate size, condition, and type of carpet or fabric to be cleaned. If the on-site assessment shows that the work is substantially different from the information supplied, we may revise the price before continuing. This may happen where there is heavy soiling, pet contamination, adhesive residue, water damage, access difficulties, or a requirement for specialist treatment. We will always aim to explain any change in price clearly before additional work is carried out.
Booking process begins when you request a service and we provide a proposed date, time window, and price basis. A booking is only confirmed once we have accepted the request and, where applicable, received any deposit or advance payment specified at the time of quotation. We may ask for photographs, approximate room measurements, details of flooring type, and information about stains, odours, or previous treatments in order to assess the job properly. You agree to provide accurate and complete information. If inaccurate information is given and this materially affects the service, we may amend the quotation or withdraw the booking.
We will use reasonable efforts to arrive within the agreed time window, but all times are estimates unless expressly stated otherwise. Delays can arise due to traffic, weather, access issues, equipment failure, or overruns on earlier jobs. If a delay becomes likely, we will attempt to notify you in advance and propose a revised arrival time. You must ensure that someone is available to grant access and confirm the areas to be cleaned, unless alternative arrangements have been agreed in writing. If we cannot gain access after reasonable attempts, the visit may be treated as a late cancellation or a failed appointment.
It is your responsibility to prepare the premises before the appointment. This includes moving fragile items, securing valuables, ensuring electrical sockets are available where required, and providing a safe working environment. We may refuse to proceed if conditions are unsafe, unsanitary, or unsuitable for cleaning. Where possible, we will explain the issue and suggest a revised arrangement. Any additional time spent waiting, rearranging access, or dealing with preventable obstructions may be charged at the applicable hourly or fixed rate.
Payments must be made in the manner agreed at booking or on the invoice. We may accept bank transfer, card payment, or another method notified in advance. Unless otherwise stated, payment is due immediately upon completion of the service. For larger jobs, commercial contracts, or repeat appointments, we may require a deposit, part-payment, or invoice terms agreed in writing before work begins. All prices are stated inclusive or exclusive of VAT according to the position disclosed on the quotation or invoice.
If a payment is overdue, we may suspend any further services until the account is settled. We reserve the right to charge reasonable administrative costs, late payment interest, and debt recovery expenses where permitted by law. If a card payment is declined or a bank transfer is reversed, you remain responsible for the full amount due. Discounts, promotions, or special offers apply only to the conditions stated for the relevant service and may be withdrawn where a booking is altered, split, or cancelled outside the permitted timeframes.
Any additional charges must be authorised by you or by someone acting with your authority. Such charges may include extra rooms, additional stain treatment, furniture moving requested on the day, specialist deodorising, or repeat visits required because the original work could not be completed due to conditions beyond our control. We will endeavour to explain these charges before they are incurred. No payment dispute may be used to avoid payment for services properly performed and documented in accordance with the booking.
Cancellations and rescheduling should be notified as soon as possible. If you cancel or rearrange with sufficient notice, we may offer a new appointment without penalty, depending on availability. Where a deposit has been paid, its refundability will depend on the notice given and any costs already incurred. If you cancel at short notice, fail to provide access, or ask us to leave after arrival without a valid service issue, we may retain all or part of any deposit and may charge a cancellation fee reflecting lost time and expenses.
We may cancel or postpone an appointment if circumstances make it impractical or unsafe to proceed. Examples include severe weather, hazardous premises, malfunctioning equipment, staff illness, or incorrect information about the job. If we cancel, we will offer a reasonable alternative date or refund any advance payment for undelivered services, unless the cancellation is caused by events outside our control and a further appointment is mutually agreed. We shall not be liable for indirect losses caused by postponement where the law allows us to exclude such liability.
If you are running late, please notify us as soon as possible. We may be able to adjust the schedule, but we are not obliged to extend the visit beyond the allotted time if this would disrupt other bookings. Repeated late changes may require a revised quote or fresh booking. Our right to charge for wasted travel time, waiting time, or staff attendance applies where the delay is caused by the customer or someone acting on the customer’s behalf.
Liability is limited as set out in this section. We will perform our services with reasonable care and skill, using suitable products and equipment appropriate for the surfaces identified at the time of booking. However, cleaning outcomes can vary depending on the age of the carpet, fibre composition, pre-existing wear, prior stains, hidden contamination, and prior treatment by third parties. Some marks may be permanent or may reappear after drying despite proper cleaning. We do not guarantee removal of every stain, odour, or discoloration.
We are not responsible for damage caused by pre-existing defects, weak seams, loose dye, fragile fabric, unsuitable backing, or materials that are not fit for wet cleaning or other treatment method requested by the customer. Where there is a risk of damage due to the condition of the item, we may decline to proceed or ask you to sign a disclaimer confirming that you wish us to continue. Any recommendation to clean a particular item or use a specific method is made in good faith, but final responsibility remains with the customer unless we have expressly guaranteed suitability in writing.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for any claim arising from a single booking shall not exceed the amount paid or payable for the service in question, except where a different limit is required by law. We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss.
Waste regulations and disposal obligations are handled in line with applicable UK requirements. During cleaning, we may collect waste water, removed residues, disposable cloths, packaging, protective materials, and other debris generated by the service. Where waste must be taken away, it may be separated, stored, or transferred in a manner intended to avoid contamination and environmental harm. You agree that any waste created by the service may be removed, contained, or disposed of by us where this is necessary to complete the work properly.
Some waste arising from cleaning may be classed as controlled or contaminated depending on the substances involved, such as body fluids, mould, pet waste, chemical residues, or heavily soiled materials. In such cases, additional handling may be required and extra charges may apply if specialist disposal arrangements are needed. You must tell us in advance if there is any known contamination or hazardous substance in the area to be cleaned. We reserve the right to refuse or stop work where the waste conditions are unsafe, unlawful, or beyond the scope of ordinary cleaning services.
Where waste must remain on your property for collection or disposal by a third party, you are responsible for ensuring lawful storage and access. You must not ask us to dispose of items or substances in a way that breaches environmental, waste carrier, or public health rules. If any customer-supplied material is handed over for disposal, you confirm that you have the right to do so and that it does not include prohibited items. We may refuse to transport restricted waste or items that require a special licence or separate regulatory treatment.
Customer responsibilities include ensuring that the rooms, corridors, and access routes are available and reasonably clear before the appointment. You should remove delicate furnishings, personal documents, cash, jewellery, and other valuable items before we arrive. If you request furniture moving, we will only move items that are reasonably liftable and safe to handle. We are not obliged to move heavy, fixed, fragile, or potentially dangerous items, including beds with integrated electrical components, large wardrobes, or items connected to plumbing or power.
You must disclose any relevant information that may affect the service, including recent spills, pet accidents, pesticide treatments, underfloor heating, fragile flooring, or prior professional cleaning. Failure to disclose relevant facts may affect the quality of the result and may void any service-specific guarantee that might otherwise apply. Any advice given by us about drying times, ventilation, or post-clean care should be followed carefully. We cannot accept responsibility for damage caused by premature use of the cleaned area or by ignoring reasonable aftercare instructions.
Where keys, access codes, or building entry arrangements are provided, you confirm that we may use them solely for the booked service and that any third-party permissions required for access have been obtained. If work is carried out in communal, leased, or managed premises, you are responsible for ensuring that the service is permitted and that building rules have been observed. You agree to indemnify us against losses arising from inaccurate access arrangements or from a failure to obtain necessary consents.
Complaints and service issues should be raised promptly so that we can assess the matter while the relevant facts remain available. If you are unhappy with the outcome, please provide clear details of the concern, including the room or item involved, the date of service, and any supporting photographs where appropriate. We may need a further visit, inspection, or discussion to determine whether the issue relates to the condition of the item, the service performed, or a matter outside our control. A prompt report helps us respond fairly and efficiently.
If we agree that a service fault has occurred, our remedy may include a re-clean, a partial refund, or another reasonable corrective step. Any remedy will be decided in light of the facts and the limits of liability set out in these terms. If the issue arises from information you provided inaccurately, from hidden contamination, or from a condition not reasonably detectable before cleaning, we may not be liable to provide any remedy. We will always act in accordance with applicable consumer law and with reasonable professionalism.
Governing law and jurisdiction apply to these terms in England and Wales unless otherwise required by mandatory law. The construction, performance, and enforcement of the agreement shall be governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or connected with the services. If any part of these terms is found unlawful or unenforceable, the remaining provisions shall continue in force. No waiver of any right shall be effective unless made in writing.
