Carpet Cleaning Hackney Service Terms and Conditions

These Terms and Conditions set out the basis on which professional carpet cleaning services are provided by Carpetcleaning Hackney to residential and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to be bound by these terms. They are designed to create a clear and fair agreement covering service scope, bookings, payments, cancellations, liability, waste handling, and the law that applies to the contract. In these terms, references to “we”, “us”, and “our” refer to the service provider, and references to “you” and “your” refer to the customer.

These terms apply to all carpet cleaning services arranged through any accepted booking method. They form part of the contract between the parties and should be read carefully before any appointment is confirmed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full force. Nothing in these terms is intended to limit any rights that cannot lawfully be excluded under UK consumer law.

We reserve the right to update or revise these terms from time to time. Any changes will apply to bookings made after the revised version is issued. The version in force at the time your booking is accepted will govern your contract unless we expressly agree otherwise in writing. It is your responsibility to review the terms before making a new booking or requesting additional services.

Booking Process

All bookings are subject to availability and to our confirmation. A request for a carpet cleaning appointment does not, by itself, create a binding contract until we have accepted the booking. We may ask for basic information to assess the job, such as the type and approximate size of the area, the condition of the carpet, access details, and any known stains, odours, or special requirements. This information helps us provide an appropriate estimate and assign the right equipment and cleaning method.

When a booking is requested, we may provide a quotation based on the information supplied by you. Quotations are generally indicative unless expressly stated to be fixed. If the job on arrival differs materially from the details provided, we may need to amend the price, the scope, or the expected duration of the appointment. Examples include additional rooms, heavy soiling, restricted access, parking limitations, or items requiring specialist attention. A quotation may also be withdrawn if the job appears unsafe, impracticable, or outside the scope of our service.

For efficiency and fairness, customers should ensure that the area to be cleaned is reasonably prepared before the appointment. This may include moving small personal items, securing valuables, and ensuring access to water and electricity where required. We may refuse to begin work if the conditions are unsuitable, if the carpet is excessively wet or contaminated, or if there is a risk to health and safety. In such cases, the visit may still be chargeable if the issue arises from incomplete or inaccurate information provided at booking.

Payments and Pricing

All prices are stated in pounds sterling unless otherwise agreed. Prices may be based on area, room count, carpet condition, treatment type, minimum call-out charges, or a combination of these factors. Any additional work requested during the appointment will be charged separately if agreed by you. We aim to be transparent about charges, but the final amount may vary where the actual service differs from the original estimate. Any applicable taxes will be included or added according to the pricing information provided at the time of booking.

Payment is due in accordance with the payment terms confirmed at booking or on completion of the service. Unless otherwise agreed, payment must be made immediately after the work is finished and before departure from the premises. We may accept card, bank transfer, cash, or other methods at our discretion. A deposit or advance payment may be required for certain bookings, including larger jobs, commercial appointments, or bookings made at short notice. Any deposit paid is part-payment of the total fee and not an additional charge unless expressly stated.

Failure to pay when due may result in the suspension of further services and may incur reasonable recovery costs where permitted by law. If an invoice is issued and remains unpaid beyond the stated term, we may charge interest on the overdue amount at the statutory rate applicable to commercial debts or, for consumer contracts where lawful, at a reasonable rate reflecting our administrative costs. Any disputed element of an invoice should be raised promptly so that the matter can be reviewed without delay.

If you need to cancel or reschedule, please give as much notice as possible. Cancellations made with adequate notice may not incur a charge, but late cancellations or missed appointments may be subject to a cancellation fee to cover lost time and administration. Where a deposit has been taken, its refundability will depend on how much notice is provided and whether costs have already been incurred. Any specific cancellation terms agreed at booking will take precedence over these general provisions.

If we arrive at the agreed time and are unable to access the property, or if work cannot proceed because the premises are not ready, we may treat the appointment as a failed visit. In that event, a call-out or waiting fee may apply. We will usually allow a reasonable period of waiting where practicable, but we are not obliged to remain indefinitely. If the appointment is delayed because of your circumstances, we may offer to rebook at the earliest available time, subject to our schedule.

If we have to reschedule due to unforeseen circumstances, including equipment failure, staff illness, travel disruption, or unsafe working conditions, we will endeavour to notify you as soon as reasonably possible and offer an alternative appointment. We are not liable for indirect inconvenience caused by rescheduling, but we will act reasonably and in good faith. Your statutory rights, where applicable, are unaffected.

Service Standards, Stains, and Carpet Condition

We will use reasonable skill and care in providing carpet cleaning services. The exact result depends on factors beyond our control, including fibre type, age, wear, prior treatments, hidden staining, backing condition, and pre-existing damage. While we aim to improve appearance and hygiene, we cannot guarantee complete removal of all stains, odours, or embedded contaminants. Some marks may be permanent or may resurface after drying, particularly where prior spills have penetrated beneath the visible surface.

Customers should notify us in advance of any known issues such as colour loss, fragile fibres, moth damage, loose seams, underlay problems, pet contamination, or water-sensitive materials. We may decline to treat certain carpets or stains if the risk of damage is disproportionate. Where a customer requests a stronger treatment than we recommend, any resulting deterioration that follows from that request may not be our responsibility, provided we acted with reasonable care and warned you of the risk where appropriate.

Any estimate of drying times is approximate only. Drying may take longer depending on ventilation, room temperature, humidity, carpet construction, and the level of soiling. Customers are responsible for allowing adequate drying time before replacing furniture, walking on treated areas, or using the carpet as normal. We are not liable for marks, distortion, or re-soiling caused by premature use after cleaning.

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 legally be excluded under English law. Subject to that, we shall not be liable for losses that are not reasonably foreseeable, nor for business interruption, loss of profit, loss of opportunity, or indirect or consequential loss arising from the service, except where such limitation is prohibited by law.

We accept responsibility for direct loss or damage caused by our proven negligence or breach of contract, but only to the extent that such loss is reasonable and foreseeable. If damage is alleged, you must notify us as soon as reasonably possible and allow us the opportunity to inspect the relevant area or item before remedial work is carried out by others. Failure to do so may affect our ability to assess the issue and may limit any remedy available.

Our liability, where permitted by law, will generally be limited to the amount paid or payable for the specific service giving rise to the claim. We will not be responsible for pre-existing defects, hidden weaknesses, improper installation, ordinary wear and tear, or damage caused by factors outside our control. This includes movement of furniture, floor defects, faulty fittings, water intrusion from elsewhere, or cleaning outcomes affected by inaccurate information supplied by you.

Customer Responsibilities

You are responsible for ensuring that the premises are safe and suitable for the service. This includes telling us about hazards, fragile items, restricted access, and any special conditions that may affect the job. You must also ensure that children, pets, and vulnerable persons are kept safely away from the working area during the appointment. Where necessary, you should arrange parking permissions, access codes, or building entry arrangements in advance.

Any personal items, cash, jewellery, documents, or breakables should be removed from the area before work begins. We are not responsible for loss of unattended valuables unless caused by our proven negligence. If furniture needs to be moved, we may do so only where it is safe and practical. Heavy, fixed, antique, or fragile items may be left in place or treated around, and we do not accept responsibility for damage arising from unsafe or inappropriate attempts to move such items.

By booking our service, you confirm that you have authority to request the work on the premises and, where relevant, authority from the owner, landlord, managing agent, or occupier. If you do not have such authority, you may be liable for the full cost of the booking and any related losses. You also agree to provide accurate information so that the work can be delivered safely and effectively.

We will handle waste arising from the service in accordance with applicable UK waste regulations and environmental obligations. This may include wastewater, removed residues, packaging, disposable cloths, and other cleaning-related material. We will take reasonable steps to dispose of waste responsibly and may separate waste streams where required. You agree that any waste generated during the service may be removed by us where this is part of the agreed job or necessary for proper completion.

We are not obliged to remove household waste, hazardous materials, needles, sharps, bodily fluids, or substances that require specialist disposal unless this has been specifically agreed and we are legally able to do so. If the property contains contaminated waste or materials that may present a health risk, you must tell us before the appointment. We may refuse to proceed, postpone the service, or charge additional fees where specialist handling is needed.

Where we transport waste off-site, we will do so only in a manner consistent with current legal requirements. Customers must not ask us to dispose of materials unlawfully or to ignore environmental restrictions. If the condition of the property creates a risk of contamination, we may require the area to be isolated or treated only under additional safety measures. Any refusal to deal with prohibited waste will not be considered a breach of contract.

Complaints, Force Majeure, and General Provisions

If you are unhappy with any aspect of the service, you should notify us promptly so that we can investigate and, where appropriate, offer a reasonable remedy. We may ask for photographs, a description of the issue, and an opportunity to revisit the site. Any complaint must be made within a reasonable time after the service is completed. We will assess complaints fairly and in line with our obligations under UK consumer law.

We shall not be responsible for failure or delay in performance caused by events outside our reasonable control, including extreme weather, transport disruption, utility failure, fire, accident, epidemic, labour disputes, government restrictions, or other force majeure events. In such cases, our obligations will be suspended for the duration of the event, and we will use reasonable efforts to resume performance or arrange an alternative appointment where possible.

These terms constitute the entire agreement between you and us concerning the service unless varied in writing. No person who is not a party to the contract shall have any right to enforce it under the Contracts (Rights of Third Parties) Act 1999. If we choose not to enforce any right on one occasion, that does not prevent us from enforcing it on another occasion.

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rules provide otherwise. If you are a consumer resident outside England and Wales, any mandatory rights granted to you by your local law may still apply where those rights cannot be excluded by contract.

By confirming a booking with Carpetcleaning Hackney, you acknowledge that you have read, understood, and agreed to these terms. They are intended to be fair, practical, and consistent with UK legal standards for service contracts. If you require clarification before booking, you should seek independent advice or ask for the relevant points to be explained before the appointment is accepted.