Highgate Carpet Cleaners Terms and Conditions

These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related domestic or commercial cleaning services provided by Highgate Carpet Cleaners (referred to in this document as “we”, “us”, or “our”). By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. Please read them carefully before placing a booking for Highgate carpet cleaning services.

These terms are intended to set out the basis on which we provide our services, including how bookings are made, how payments are processed, when cancellations may be charged, the limits of our liability, how waste is handled, and which laws apply. They are designed to be fair and transparent and to protect both you and us throughout the service relationship.

In these terms, “customer”, “you”, or “your” means the person or business requesting our services, including any person who authorises access to the property. “Services” means any carpet cleaning or related cleaning work agreed with us in writing, by telephone, or through another confirmed booking method. “Property” means the premises where the services are carried out.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have received the necessary booking details and have expressly accepted the appointment. A booking request may be made through our usual booking channels, and we may ask for information such as the type of flooring or fabric, the size of the area, any known stains, access issues, parking restrictions, and whether any special treatment is required. The more accurate the information provided, the more accurately we can plan the work.

When we provide a quotation for carpet cleaners in Highgate or related services, that quotation is based on the information available at the time. If the actual condition, size, access, or nature of the work differs from what was described, we may revise the price before starting, or we may decline to proceed if the work is materially different from what was agreed. Any additional work requested on the day is subject to our approval and may incur extra charges.

The customer is responsible for ensuring that the person making the booking has authority to do so. Where access to the property is controlled by a landlord, managing agent, concierge, or other third party, you must ensure the necessary permissions are in place. We are entitled to rely on the booking information provided and are not responsible for delays or cancellations caused by inaccurate details, restricted access, lack of parking, or failure to arrange entry.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill when delivering our Highgate carpet cleaner services and will aim to carry out the work at the agreed time and in a professional manner. However, certain results depend on the age, type, condition, and fibre content of the carpet or fabric, as well as prior use and previous treatments. Some stains, odours, dyes, and wear patterns may not be fully removable even where all reasonable care is taken.

You must ensure the area to be cleaned is reasonably accessible and that fragile items, valuables, and personal belongings are removed or protected before work begins. Unless otherwise agreed, we are not responsible for moving heavy furniture, appliances, fixtures, or items that could be damaged by movement. If you ask us to move furniture, this is done only at your risk and subject to practical limitations.

We may refuse to clean items or areas that we reasonably believe are unsafe, contaminated, damaged beyond practical treatment, or likely to cause harm to our team or equipment. This includes, without limitation, materials that may contain asbestos, hazardous residues, excessive biological contamination, or any substance requiring specialist remediation rather than routine carpet cleaning. If such circumstances are discovered after arrival, we may stop work and charge a reasonable call-out or partial service fee.

3. Payments

Unless otherwise agreed in writing, payment is due on completion of the service. We may require a deposit, pre-authorisation, or full advance payment for certain bookings, larger jobs, repeat cancellations, or commercial work. Accepted methods of payment will be confirmed at booking or on invoice. Any invoice issued must be paid by the due date stated on it.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on whether VAT is applicable. If a quotation is based on estimated time, area, or scope, the final charge may reflect the actual work carried out, including approved additional services, extra rooms, difficult access, or substantial delays caused by the customer. We may charge for waiting time where access is not provided at the agreed time.

Late payment may result in reasonable administration charges and, where permitted by law, interest on overdue sums. We reserve the right to suspend further services until outstanding balances are settled. You are not entitled to withhold payment for completed work unless you have a genuine and reasonable dispute and you notify us promptly with sufficient detail. Any dispute does not affect your obligation to pay undisputed amounts on time.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice before the appointment and we have not incurred costs, no cancellation fee may apply. If cancellation occurs after we have allocated staff, reserved equipment, or incurred material costs, we may charge a reasonable fee to cover our losses. The amount of any charge will depend on the timing and circumstances of the cancellation.

If you fail to provide access, are not present when required, or do not make the property available at the agreed time, we may treat this as a missed appointment and charge a call-out fee or cancellation fee. The same may apply if the property is unsuitable for the agreed service and you decline a reasonable alternative. Where we arrive and cannot complete the service because access or conditions were not as described, we may charge for lost time, travel, and preparation.

We reserve the right to reschedule a booking where necessary due to staff illness, equipment failure, severe weather, safety concerns, or other circumstances outside our reasonable control. In such cases, we will aim to offer an alternative appointment. We are not responsible for indirect losses caused by a rescheduled visit, provided we act reasonably and in good faith.

Any cancellation rights under consumer law that apply to distance or off-premises contracts will be explained where relevant. If you expressly request that services begin during any statutory cancellation period, you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out. Where applicable, we will provide the required pre-contract information and obtain your agreement before starting early.

For repeat or regular carpet cleaning in Highgate, either party may end future scheduled appointments by giving reasonable notice. Ending future appointments does not remove the obligation to pay for services already completed, or charges properly incurred under these terms. If you wish to place a booking on hold, any reserved dates will only remain available at our discretion.

If we must cancel because we are unable to perform the services safely or lawfully, we will not normally charge you for the cancelled appointment and will, where practical, arrange an alternative date. Nothing in this section limits any rights you may have under consumer law if we materially fail to provide the service with reasonable care and skill.

5. Liability and Limitations

We will perform our services with reasonable care and skill. If we fail to do so, you may be entitled to a repeat service, a reduction in price, or another remedy as required by applicable law. Except where liability cannot be excluded or limited by law, we are not responsible for losses that are not reasonably foreseeable, including loss of profit, business interruption, or indirect or consequential losses.

Our liability for damage to property caused by our negligence will be limited to the reasonable cost of repair or replacement, taking account of age, condition, and depreciation. Where an item is old, fragile, poorly maintained, or already damaged, our liability will not extend beyond what is fair and lawful in the circumstances. You should inform us in advance of any known weakness, previous damage, or special care requirements.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We do not guarantee the removal of all stains, marks, odours, bacteria, allergens, or allergens-related effects, as outcomes depend on the item and the pre-existing condition. Normal wear, colour variation, and pre-existing defects are not covered as damage.

6. Waste, Environmental Handling, and Regulations

We aim to operate in line with applicable environmental and waste-handling obligations. Wastewater, dirty water, used cleaning materials, packaging, and any removed residues will be managed responsibly and in accordance with relevant UK requirements. Where disposal is necessary, it will be handled through lawful and appropriate methods, and we may separate or contain waste to reduce environmental impact.

We do not accept responsibility for waste already present at the property unless it arises directly from the work we have agreed to perform. If we identify materials that may be controlled, hazardous, infectious, or otherwise regulated, we may suspend the service and ask you to arrange specialist disposal or remediation. You must tell us in advance if the property includes any waste or residue that may require special handling.

It is your responsibility to disclose any known contamination, pest issues, bodily fluids, chemical spills, or other hazards before the appointment. If such conditions are not disclosed and we need to take protective steps or leave the site, additional charges may apply. We may also refuse to proceed if, in our reasonable opinion, the situation would breach health, safety, environmental, or waste regulations.

7. Complaints, Disputes, and Record Keeping

If you are dissatisfied with the service, you should notify us as soon as reasonably possible and provide clear details of the issue. We may ask for photographs, a description of the concern, and access to inspect the relevant area. This allows us to assess whether the problem concerns workmanship, a pre-existing condition, or an outcome that falls within the normal limitations of carpet and fabric cleaning.

We will review complaints fairly and in good faith. Where appropriate, we may offer a remedial visit, partial refund, or another reasonable solution. Any complaint must be made within a reasonable time after the service so that we can investigate properly. Failure to allow us an opportunity to inspect or remedy the matter may affect the options available to resolve the complaint.

We may keep records relating to bookings, payments, photographs, quotations, and service notes for business, accounting, quality, and legal purposes. Such records will be handled in accordance with applicable data protection law and retained only for as long as reasonably necessary. You should keep copies of any booking confirmation or invoice for your own records.

8. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in our business practices, legal requirements, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. We recommend checking the terms each time you arrange a new appointment for Highgate carpet cleaners services.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force and effect. A failure by us to enforce any provision immediately does not mean we waive the right to enforce it later.

These terms, together with any written quotation or booking confirmation, form the entire agreement between you and us regarding the services, unless a separate written contract says otherwise. Any variation must be agreed in writing by an authorised representative of our business. Verbal promises or statements do not alter these terms unless confirmed in writing.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law requires otherwise. If you are a consumer, you may also have rights under mandatory legal protections that apply in your place of residence within the UK.

By instructing us to carry out carpet cleaning or related services, you confirm that you have read, understood, and agree to these Terms and Conditions. They are intended to provide a clear contractual framework for the delivery of our services and for the fair handling of booking, payment, cancellation, liability, and waste matters.

For the avoidance of doubt, these terms apply to all standard carpet cleaning appointments and related services accepted by us, whether for one-off work or recurring arrangements. If there is any inconsistency between these terms and a written quotation or signed agreement, the written quotation or signed agreement will take precedence to the extent of the inconsistency.