Terms and Conditions for Hounslow Carpet Cleaners

These Terms and Conditions apply to all carpet cleaning and related services provided by Hounslow Carpet Cleaners (“we”, “us”, “our”) to residential and commercial customers (“you”, “your”). By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing a booking. These terms are intended to set out the basis on which our carpet cleaning service is delivered, including the booking process, payments, cancellations, liability, waste handling, and the law that applies to our agreement.

These terms apply alongside any written quotation, booking confirmation, service description, or additional instructions agreed in advance. If there is any inconsistency between a quotation and these terms, the quotation will take priority only for the specific point it addresses. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

We reserve the right to amend these terms from time to time. The version in force at the time of your booking will apply to that booking, unless a change is required by law or regulation. It is your responsibility to review the terms before each new service request. Continued use of our carpet cleaning services after an update will be treated as acceptance of the revised terms.

1. Booking Process

All bookings are subject to availability. A booking request may be made through the channels we make available from time to time and must include accurate information about the premises, the type of items to be cleaned, and any known access issues, stains, fabric concerns, or special requirements. We may ask for photographs, measurements, or additional details to help us assess the work and provide an appropriate quotation.

Any quotation we provide is based on the information supplied at the time of enquiry. If the information is incomplete or inaccurate, we may revise the quote, alter the scope of work, or decline the booking. A quote is not a guarantee of price where the actual service differs from the description provided. For example, heavily soiled carpets, unexpected contamination, or additional rooms may require extra time or cost. Where possible, we will explain any change before proceeding.

Bookings are not confirmed until we acknowledge acceptance and, where required, receive any deposit or pre-authorisation. We may refuse a booking at our discretion, including where the requested work is outside our service capability, safety standards, insurance cover, or professional judgement. Any estimated arrival time is approximate and may vary due to traffic, previous jobs, weather, or operational issues. We will make reasonable efforts to keep you informed of significant delays.

2. Your Obligations Before the Service

You must ensure that the areas to be cleaned are reasonably accessible and ready for work at the agreed time. This includes moving small personal items, securing pets, and ensuring that power and water are available where needed. You should also notify us of any fragile items, valuable possessions, or specific risks in the work area. We are not responsible for moving furniture or personal belongings unless this has been expressly agreed in advance.

You are responsible for advising us of any known damage, wear, staining, previous treatments, or delicate materials before cleaning begins. Certain carpets, rugs, fabrics, and finishes may react differently to cleaning products or methods. If you withhold important information, you accept that the cleaning result or any resulting issue may be affected. We may decline to clean an item where we consider it unsuitable for the requested treatment.

If parking, building access, permits, keys, lifts, or security procedures are required, you must make the necessary arrangements and bear any associated costs unless agreed otherwise. If our team is delayed or prevented from completing the service because access is unavailable, inaccurate instructions were supplied, or the site is unsafe, we may charge for wasted time or a call-out fee where permitted by law and disclosed in advance.

3. Payment Terms

Unless otherwise agreed in writing, payment is due on completion of the service. We may require a deposit, part payment, or full advance payment for certain bookings, including larger jobs, repeat cancellations, or special-order work. Where a deposit is taken, it will be credited against the final invoice unless the booking is cancelled in breach of these terms.

We accept payment methods specified at the time of booking or invoicing. All prices are stated in pounds sterling and may include VAT where applicable. Any quotation or price estimate may exclude additional charges arising from unforeseen circumstances, extra rooms, intensive stain treatment, furniture moving, specialist cleaning agents, parking, or disposal fees. If extra work is requested on the day, we will explain the likely additional cost before proceeding, where reasonably possible.

Invoices must be paid in full without deduction, set-off, or withholding unless required by law. If payment is not made on time, we may suspend further services, charge interest on overdue sums where lawful, and recover reasonable debt collection or enforcement costs. Title to any goods supplied remains with us until payment is received in full. Failure to pay may also affect future booking eligibility.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type and size of the job, but short-notice cancellations may result in a charge to cover our loss of time and scheduling costs. If a deposit was paid, it may be retained in whole or in part if the cancellation is made too close to the appointment or if we have already incurred costs directly linked to your booking.

If you are not present at the agreed time, fail to provide access, or are otherwise unable to proceed with the service, we may treat the appointment as a missed visit and charge a call-out or cancellation fee. Where a rescheduled appointment is accepted, it will be offered subject to availability. Repeated cancellations, refusal to provide required access, or abusive behaviour may lead us to refuse future work.

We may cancel or postpone a booking if we are unable to perform the service safely or lawfully, if equipment failure or staff absence makes the visit impracticable, or if circumstances beyond our reasonable control prevent attendance. In such cases, we will seek to rearrange the appointment or refund any advance payment for work not carried out, unless the cancellation is caused by your breach of these terms.

5. Service Standards and Limitations

We will carry out cleaning services with reasonable care and skill, using methods and products we consider suitable for the item and condition described at the time of booking. However, cleaning outcomes vary depending on fibre type, age, wear, previous treatment, and the nature of stains or damage. We do not guarantee the complete removal of all stains, odours, mould, pet contamination, watermarks, or ingrained soil, particularly where these have set permanently into the material.

Some items may suffer pre-existing weakness, shrinkage, colour loss, or texture change during cleaning even when the correct method is used. Natural fibres, antique rugs, low-quality textiles, and previously damaged carpets may be especially vulnerable. By booking, you acknowledge that professional cleaning can improve appearance and hygiene but cannot restore items to a new condition. Any promise of a particular result must be expressly confirmed in writing.

We may refuse to use a product or technique if we believe it is unsafe, unsuitable, or likely to cause damage. We may also stop work if we discover hidden hazards, severe contamination, or a condition that makes continued service impractical. Where work is paused or limited for safety reasons, you remain liable for the agreed fee for the work completed and any costs reasonably incurred up to that point.

6. Liability and Insurance

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we shall not be liable for losses that are indirect, consequential, or purely economic, including loss of profit, loss of business, or loss of opportunity, except where such loss is caused by our breach and is reasonably foreseeable.

Where we are found liable for damage to property, our liability will be limited, to the extent permitted by law, to the cost of repair, reasonable replacement, or the amount covered by our relevant insurance, whichever is lower. We are not responsible for damage caused by pre-existing defects, unsuitable materials, hidden weaknesses, incorrect information supplied by you, or items that were already fragile, poorly fitted, or unstable before cleaning began.

You must take reasonable steps to protect valuables, irreplaceable items, documents, electronics, and personal possessions before the service starts. We do not accept responsibility for cash, jewellery, antiques, artwork, or other high-value items unless we have expressly agreed to handle them in advance. If you believe any item has been damaged, you must notify us as soon as reasonably possible and provide evidence and access for assessment.

7. Waste Handling and Regulatory Compliance

We operate in accordance with applicable UK laws and regulations governing waste, environmental protection, cleaning chemicals, and duty of care. Any waste produced during the service will be handled responsibly and disposed of or transferred only in line with legal requirements. Where waste is removed from site by us, it will be treated appropriately and may be subject to separate charges if special disposal, transport, or licensed handling is needed.

You must inform us if the item to be cleaned contains or may contain hazardous substances, bodily fluids, biohazards, asbestos, needles, chemical residues, or other regulated materials. We may refuse work involving hazardous or contaminated waste where we consider the risk unacceptable or where specialist treatment is required. If such materials are discovered during cleaning, we may stop immediately and advise on the need for specialist attention or lawful disposal arrangements.

You are responsible for ensuring that any materials left for collection, treatment, or disposal are lawfully presented and accurately described. We do not accept responsibility for unlawful dumping, misdescription of waste, or breaches arising from information you provided. If you ask us to remove waste, you warrant that you have the legal right to do so and that the waste does not include prohibited materials unless expressly agreed and lawfully managed.

8. Complaints and Remedies

If you are dissatisfied with any aspect of our service, you should notify us as soon as reasonably possible so that we can inspect the issue and decide whether a follow-up visit, partial refund, or other remedy is appropriate. We may request photographs, details of the cleaning method used, and reasonable access to the affected area. We will consider complaints fairly and in good faith, but the existence of a complaint does not entitle you to withhold payment for services properly carried out.

Where a complaint relates to a genuine failure on our part, we may at our discretion re-clean the relevant area, offer a price adjustment, or provide another reasonable remedy. Any remedy will be assessed in light of the condition of the item, the information originally provided, and whether the issue was caused by factors outside our control. This is your primary remedy unless a different remedy is required by law.

Any claim relating to damage or loss must be brought promptly and, in any event, within a reasonable period after the service date. You should retain evidence of the issue and avoid any further treatment of the affected area until we have had a chance to inspect it, unless doing so is necessary to prevent further damage.

9. Force Majeure

We will not be liable for failure or delay in performing our obligations where the failure arises from events beyond our reasonable control. Such events may include severe weather, transport disruption, fire, flooding, power failures, strikes, equipment shortages, illness, government restrictions, or other unforeseen incidents. In these circumstances, we may suspend, reschedule, or cancel the affected appointment without liability for consequential loss.

If a force majeure event prevents us from attending or completing the service, we will seek to rearrange the appointment where possible. If rescheduling is not practical, we will refund any advance payment for the portion of work not carried out, unless materials or costs have already been reasonably incurred for your booking and are non-recoverable.

We will use reasonable efforts to reduce disruption, but force majeure events are outside our control and may affect timing, availability, and outcomes. Neither party will be treated as having breached the agreement solely because performance became impossible or impracticable for reasons beyond reasonable control.

10. Governing Law and Jurisdiction

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. If you live in Scotland or Northern Ireland, mandatory local consumer rights may still apply to the extent required by law, but the contractual relationship shall otherwise be interpreted in accordance with English law where permitted.

The courts of England and Wales will have exclusive jurisdiction over any dispute arising from or connected with these terms, unless the law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be deemed modified to the minimum extent necessary, and the remainder will continue in full force and effect.

These terms represent the entire agreement between you and us in relation to the services described, subject to any written variations agreed by both parties. No failure or delay by us in exercising any right shall operate as a waiver of that right. Headings are included for convenience only and do not affect interpretation.

11. Final Provisions

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. You also confirm that any person who gives instructions on your behalf has authority to do so. If you are booking on behalf of a business, you confirm that you have authority to bind that business to these terms and to any associated quotation or invoice.

We may assign or subcontract aspects of the service where reasonably necessary, provided this does not materially reduce the standard of care owed to you. You may not transfer your rights or obligations under these terms without our written consent. Any variation or special arrangement must be confirmed in writing to be effective.

These terms are intended to be clear and fair, while allowing us to deliver a professional carpet cleaning service safely and efficiently. If you have any questions about the meaning of any clause before booking, you should seek independent advice. Otherwise, your booking will be taken as acceptance of the terms set out above.