Honor Oak Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Honor Oak Carpet Cleaners to domestic and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation booking the services of Honor Oak Carpet Cleaners.
Company, we or us means Honor Oak Carpet Cleaners.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning in relation to soft furnishings, and any related cleaning services agreed in writing between the Customer and the Company.
Premises means the property at which the Services are to be carried out.
Booking means a confirmed appointment for the Company to provide Services at a specified time, date and location.
2. Scope of Services
2.1 The Company provides professional cleaning services for carpets, rugs, upholstery and associated soft furnishings, along with related cleaning services which may reasonably be offered alongside these core services.
2.2 The exact scope of the Services will be agreed with the Customer at the time of booking, based on the information provided regarding the Premises, the number and type of items to be cleaned, access arrangements and any particular requirements.
2.3 The Company reserves the right to refuse or amend a Booking where the Services requested fall outside the scope of the Companys standard capabilities or where the Premises are unsafe or unsuitable for work.
3. Booking Process
3.1 Bookings may be made by the Customer through the Companys chosen communication methods, such as telephone-based or online booking channels, as may be available from time to time.
3.2 A Booking is considered confirmed only once the Company has accepted the appointment, provided a date and time, and, where required, received any applicable deposit.
3.3 The Customer must provide accurate and complete information when making a Booking, including the full address of the Premises, access details, type and approximate size or quantity of items to be cleaned, and any known issues such as heavy soiling, stains, pet odours, or water damage.
3.4 The Companys estimated duration of the appointment is indicative only. Actual cleaning times may vary depending on the condition of the items and access to the Premises.
3.5 Any special requirements, such as limited access times, parking restrictions or the need for key collection, must be communicated at the time of booking.
4. Pricing and Quotations
4.1 Prices are generally provided based on information given by the Customer before the appointment. All prices are quoted in pounds sterling and include any applicable taxes where required by law.
4.2 Any quotation provided by the Company, whether verbal or written, is an estimate only. The Company reserves the right to adjust the price where the actual work required differs from the description provided at the time of booking, for example due to larger areas, additional rooms, heavier soiling, or the need for specialist stain treatment.
4.3 Where it becomes apparent at the Premises that the initially quoted price is not appropriate for the work required, the Company will inform the Customer before proceeding. The Customer will be given the option to accept the revised price or decline any additional Services.
4.4 Any promotional offers or discounts are subject to availability and specific terms. They cannot be used in conjunction with other offers unless expressly stated and may be withdrawn at any time.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services at the Premises.
5.2 Payments may be made using the methods accepted by the Company from time to time, which may include card payments, bank transfer or other electronic methods. The available payment methods will be communicated to the Customer at or before the time of booking.
5.3 Where the Customer is a business or managing agent and account terms have been agreed, the Company may invoice on completion with payment due within a specified period, as agreed in writing.
5.4 If payment is not received in accordance with the agreed terms, the Company reserves the right to charge interest on outstanding sums at the applicable statutory rate from the due date until payment is received in full.
5.5 The Customer is responsible for all charges associated with their chosen method of payment. The Company is not liable for fees applied by the Customers bank or payment provider.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or reschedule a Booking by giving the Company reasonable notice prior to the scheduled appointment time.
6.2 The Company may specify a minimum notice period for cancellations or changes. If the Customer fails to provide the required notice, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the agreed service price.
6.3 If the Company arrives at the Premises and is unable to gain access, or if the work cannot be carried out for reasons beyond the Companys control, such as the presence of other contractors, locked doors, or unsafe working conditions, this may be treated as a late cancellation and a fee may be charged.
6.4 The Company may cancel or reschedule a Booking due to circumstances beyond its control, such as staff illness, equipment failure, severe weather, or transport disruption. In such cases, the Company will contact the Customer as soon as reasonably practicable to arrange a new appointment. The Company will not be liable for any loss arising from such cancellations or rescheduling, other than refunding any pre-paid sums for Services not provided.
7. Customer Responsibilities
7.1 The Customer must ensure that the Premises are safe, accessible and suitable for the provision of the Services at the agreed time.
7.2 The Customer is responsible for providing adequate access, including keys, entry codes or permission from building management, and, where necessary, arranging suitable parking for the Companys vehicles, including any required permits or covering applicable parking charges.
7.3 The Customer should remove small furniture, personal items, fragile objects, and valuables from the areas to be cleaned prior to the appointment. Where this is not possible, the Customer should inform the Company and accept that additional time may be required or that certain areas may not be accessible for cleaning.
7.4 The Customer must notify the Company of any known defects, damage, or specific issues with the carpets, rugs or upholstery, including loose seams, previous repairs, shrinkage risk, or colour instability. The Company is not responsible for damage arising from undisclosed pre-existing conditions.
7.5 Children and pets must be kept away from the work areas and equipment during the Service and until carpets or upholstery are fully dry.
8. Service Standards and Results
8.1 The Company will provide the Services with reasonable skill and care, using suitable cleaning methods, equipment and cleaning agents appropriate to the items and materials being cleaned.
8.2 While the Company will make every reasonable effort to remove stains and soiling, complete stain removal cannot be guaranteed. Some stains are permanent or may respond unpredictably to cleaning due to previous treatments or the nature of the contaminant.
8.3 The Customer acknowledges that certain materials may be prone to existing wear, fading or pile distortion that may become more visible after cleaning. The Company is not responsible for such pre-existing issues becoming more apparent.
8.4 Drying times given by the Company are estimates only and may vary depending on ventilation, temperature, humidity, fibre type and the level of soiling.
9. Waste Handling and Regulations
9.1 The Company handles waste and used cleaning solutions in accordance with applicable UK waste and environmental regulations.
9.2 The Company will not remove domestic or commercial refuse, bulky waste or hazardous materials such as asbestos, clinical waste, chemicals or sharps as part of the Services.
9.3 Any waste water generated during the cleaning process will be disposed of responsibly and in alignment with local water and waste guidelines. The Customer must provide reasonable access to appropriate drainage points where required.
9.4 Where the Customer requests disposal of packaging or minor non-hazardous waste associated with the Services, this will be done in line with good practice and relevant regulations, but the Company does not act as a general waste carrier.
10. Liability and Insurance
10.1 The Company maintains appropriate public liability and, where applicable, employers liability insurance for the Services it provides.
10.2 Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be limited or excluded.
10.3 Subject to clause 10.2, the Companys total liability for any loss or damage arising in connection with the provision of the Services, whether in contract, tort or otherwise, shall be limited to the total price paid or payable by the Customer for the specific Booking from which the claim arises.
10.4 The Company is not liable for indirect or consequential loss, including loss of profit, loss of business, loss of enjoyment, or loss of opportunity.
10.5 The Company is not responsible for:
a. Pre-existing damage, defects or staining to carpets, rugs or upholstery.
b. Wear or deterioration revealed by the cleaning process.
c. Damage arising from the Customers failure to follow aftercare advice, such as walking on damp carpets with outdoor footwear or replacing furniture before items are fully dry.
d. Any damage or loss arising from inaccurate or incomplete information provided by the Customer.
11. Complaints and Claims
11.1 If the Customer is dissatisfied with any aspect of the Services, they should inform the Company as soon as possible and, in any case, within a reasonable period after completion of the work.
11.2 The Company will investigate complaints promptly and may request further information or an opportunity to inspect the work or revisit the Premises.
11.3 Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy, taking into account the nature of the issue and the limitations of the cleaning process.
12. Health and Safety
12.1 The Company takes health and safety seriously and will carry out the Services using appropriate safe working practices and equipment.
12.2 The Customer must inform the Company of any particular health and safety concerns at the Premises, including loose flooring, exposed electrical wiring, or other hazards.
12.3 The Customer must ensure that walkways and work areas are reasonably clear and that others at the Premises are aware that cleaning is taking place, particularly where damp flooring may be temporarily slippery.
13. Privacy and Data Protection
13.1 The Company collects and processes personal data for the purpose of managing Bookings, delivering Services, handling payments and dealing with enquiries or complaints.
13.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable measures to protect the security of personal data and will not sell personal information to third parties.
13.3 The Customer has rights in relation to their personal data, which may include the right to access, correct or request deletion of their information subject to legal requirements.
14. Changes to These Terms
14.1 The Company may update these Terms and Conditions from time to time. The current version will apply to any Booking made after the date on which the updated Terms are published or otherwise made available.
14.2 Significant changes will not affect Bookings already confirmed unless required by law or agreed with the Customer.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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, including any non-contractual disputes or claims.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or regulator to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with any specific written agreement relating to a Booking, constitute the entire agreement between the Customer and the Company in relation to the Services.
