Terms and Conditions

1. Terms and Conditions

1.1 These Terms and Conditions represent a contract between HH Floor Care and the Customer.
1.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
1.3 The Customer agrees that any use of HH Floor Care services, including placing an order for services by telephone, email, website forms shall constitute the Customer’s acceptance of these terms and conditions.
1.4 Unless otherwise agreed in writing by HH Floor Care, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Customer.
1.5 No variation or alteration of these terms and conditions shall be valid unless approved in writing by HH Floor Care.
1.6 HH Floor Care reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Any alterations will apply to new business but not existing business.

2. Payment

2.1 Unless otherwise agreed in writing by HH Floor Care, payment is requested strictly on the completion of the work. The Customer must make payment by cash, debit/credit card upon completion of work.
2.2 If payment of bank transfer is agreed with the Customer, it is to be arranged no later than the day of completion of the project. HH Floor Care reserves the right not to accept payment via bank transfer at our own discretion.
2.3 HH Floor Care reserves the right to charge interest on invoiced amounts unpaid for more than 3o days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
2.4 HH Floor Care reserves the right to charge £75.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.
2.5 If any cheque payments come back unpaid, HH Floor Care reserves the right to charge an additional £30 fee
2.6 The Customer agrees to and authorises HH Floor Care to charge the Customer’s debit/credit card that has been provided to HH Floor Care with any outstanding amounts owed to HH Floor Care.
2.7 Where such alternative arrangements have been made and only prior to starting a project the Customer must make payment within 3o days of the invoice date via Faster Payments/bank transfer
2.8 The rates of payment to HH Floor Care shall be as agreed between HH Floor Care and the Customer. The Customer shall make no reduction or retention from the sum due under any invoice or circumstances.
2.9 All payments must be made in Great Britain Pounds.

3. Cancellations

3.1 The Customer can cancel the scheduled service by giving prior notice of at least of 48 hours before the time of scheduled visit without incurring any cancellation fees otherwise a fee of £130.00 will be charged, payable via bank transfer within 24 hours of cancellation
3.2 If service date need to be changed, there would be no charge for that, unless it ends up being a cancellation more than 48 hours prior to new date booked, showing a try to avoid cancellation fee.

4. Claims

4.1 The Customer agrees that due to the nature of the service HH Floor Care guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim.
4.2 Any refunds or adjustments must be requested to HH Floor Care directly and subject to approval by HH Floor Care.
4.3 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by HH Floor Care and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

5. Liability

5.1 HH Floor Care shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:5.1.1 Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting.
5.1.2 When the Customer makes arrangements with HH Floor Care to carry out a service, are not responsible whatsoever for damage of any household or business item or structure, unless HH Floor Care’s conduct is grossly negligent.
5.1.3 Late arrival of HH Floor Care operatives at the Customer’s address for service. HH Floor Care endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the HH Floor Care control, HH Floor Care may arrive with a delay or the Service visit may be re-scheduled.
5.1.4 Any existing damage to the Customer’s property in the form of old stains/burns/ spillages etc. which cannot be cleaned/removed completely by HH Floor Care using the industry standard cleaning methods.
5.1.5 Non satisfactory result from the service due to the Customer trying to attempt cleaning or repairs themselves, Customer not following advice and maintenance regimes, walking or otherwise using the floor too soon after cleaning, sealing or similar, using wrong cleaning chemicals, wrong tools to maintain the surface. Advice should be taken seriously to avoid non satisfactory results or decreased lifespan of the finish of the surface.
5.2 HH Floor Care shall not be liable for the shrinkage, texture change, white knots, latex glue breakdown/dust, fugitive dyes or any other defects which may appear during the or resulting from the cleaning of rugs, carpets or upholstery process or any other service provided. HH Floor Care does not guarantee the removal of spots, stains discolourations or other defects or problems. HH Floor Care is also not liable for any pre-existing damage, defect or inherent vice present in any rugs or any other item/service requested to be cleaned or restored.
5.3 HH Floor Care shall not be liable for Rugs or carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak fabrics etc.
5.4 HH Floor Care shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the rug or carpet fibres prior to the service being carried out.

5.5 HH Floor Care shall not be liable for any odours arising during and/or after cleaning when
this is due to factors such as, lack of ventilation, and/or appropriate heating, or if any spills, or leaks found its way into the underlay. While HH Floor Care can clean and deodorise fabrics on the surface, HH Floor Care cannot clean the underlay of the carpet or similar.
5.6 HH Floor Care where agreed prior with the Customer in the event of the rug being damaged whilst in the care of HH Floor Care due to fire or theft, the Customer will be reimbursed to the second hand value of the rug through the insurance claim.
5.7 HH Floor Care is not liable for any smells remaining in the property or fabrics, carpets or similar, after cleaning trouble items according to industry standards. Smells can still attach on
things like curtains, other items paintwork, doors, windows, underlay etc, making it impossible to determine the root cause of the problem.

6. Supplementary Terms

6.1 If any estimates of how long it will take HH Floor Care to do the job required are being provided that is only an estimate based on the average time it takes to clean/restore the rug, carpet, upholstery, hard floor or stone floor it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. Especially on the drying timescales of the carpets or floors. Victorian, quarry tile floors can take from few days to few weeks to fully dry, due to the absence of damp proof membranes and similar or lack ventilation in carpeted areas.
6.2 Quotations based upon size and descriptions given to the Customer over the telephone or internet are subject to review and correction upon inspection on site.
6.3 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by HH Floor Care with details of the complaint within 24 hours of the work being completed. HH Floor Care will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.
6.4 The Customer agrees to allow HH Floor Care too re-clean and inspect any disputed areas
before arranging a third party to carry out services.
6.5 If Customer arranges third party before HH Floor Care re-clean visit or visit is denied, advice ignored, full payment is requested, regardless of an outcome.
6.6 HH Floor Care requires the presence of the Customer on the completion of the project to make sure the work is done to the satisfactory standard. Any complaints raised must be done so within 24 hours of completion. Any later complaints will not be attended under any circumstances.
6.7 HH Floor Care may take up to 7 calendar days to respond to a complaint.
6.8 The Customer should appreciate that rugs , carpets, floors or other items cleaned often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. HH Floor Care will use its best efforts to provide a good result but the Customers are asked to be aware of these limitations which are common to all cleaning operations.
6.9 In the case of damage HH Floor Care will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired HH Floor Care will rectify the problem through its insurance company by crediting the Customer with the item/s current value cost if it is proven damage to be caused by HH Floor Care.
6.10 HH Floor Care reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of hot water, power, heating on premises.
6.11 HH Floor Care take and use pictures, or video of cleaning to promote HH Floor Care online via the website and social media channels. HH Floor Care respect the Customers privacy and will not share any Customers data alongside any pictures taken. If the Customer does not want pictures taken of their items or surfaces, please get in touch on 01477 459 109 or via email info@hhfloorcare.co.uk.
6.11.1 The Customers details, including email address/mobile number, may be used to keep the Customer informed about HH Floor Care future products/services events or offers. If the Customer does do not want to receive such information, please get in touch on 01477 459 109 or via email info@hhfloorcare.co.uk.
6.11.2 HH Floor Care respect the Customers privacy and will not share, sell or in any other way share their personal data with any third parties.

7. Customer Satisfaction

7.1 The Customer understands that he/she is not entitled to any refunds unless agreed by HH Floor Care.
7.2 If the Customer is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, HH Floor Care reserves the right to re-clean any areas to the Customers satisfaction. Therefore, the Customer must be present at all times during the re-clean visit.
7.3 HH Floor Care reserves the right to clean the surface/item not more than once.
7.4 HH Floor Care shall not be liable for the shrinkage of rugs, carpets.
7.5 100 % Money Back Guarantee means that we will provide the most thorough service you have ever had and if you are not happy – we will re-clean the area free of charge, if you are still not happy – we will refund the payment for that room. Please note HH Floor Care will advise possible outcome/results, but under no circumstances Customer should expect a brand new looking item. HH Floor Care provides professional and high quality cleaning and restoration and not the replacement. Any malicious attempts to take advantage of our guarantee without any valid reason will be rejected. We are 100% dedicated to make sure you are totally thrilled with the job we do.

8. Insurance

8.1 HH Floor Care shall insure all work it undertakes of up to £5 million. HH Floor Care’s public liability insurance covers damages caused by an employee/contractor working on behalf of HH Floor Care and includes treatment risk covers as standard. All claims are subject to an excess of £200 payable by the client at the time of the claim via bank transfer.

9. Other Terms & Conditions

9.1 HH Floor Care reserves the right to change any of the terms and conditions without prior notification to a Customer.
9.2 Calls may recorded for training and quality purposes.

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