Hounslow Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Carpet Cleaners provides carpet, upholstery and related cleaning services 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 or business requesting and paying for the services.
Company means Hounslow Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any other services agreed between the Company and the Customer.
Premises means the property or location where the services are to be carried out.
Technician means any employee, contractor or representative appointed by the Company to perform the services.
2. Scope of Services
The Company will provide the services as described at the time of booking and confirmed in the booking confirmation. The exact scope of work will depend on the Customer’s requirements, the type and condition of the items to be cleaned, and any specific access or safety considerations at the premises.
The Company reserves the right to make reasonable changes to the services where necessary to comply with health and safety obligations, professional standards, or applicable regulations. Any significant changes affecting price or timing will be communicated to the Customer for approval where practicable.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels, including online enquiry forms or written correspondence, as made available by the Company from time to time.
3.2 The Customer is responsible for providing accurate and complete information when requesting a booking, including property access details, parking information, type and size of areas or items to be cleaned, and any known stains, damage, or special requirements.
3.3 A booking is not confirmed until the Customer has received a booking confirmation from the Company setting out the agreed date, time window (where applicable), service description, and any applicable charges or deposits. The Company may refuse a booking at its discretion.
3.4 The Company may, where necessary, request photographs, measurements, or additional details in order to provide a more accurate quote. Any quote provided before an on-site inspection is an estimate only and may be adjusted with the Customer’s agreement once the Technician has assessed the premises and items to be cleaned.
4. Access and Parking
4.1 The Customer must ensure that the Technician has safe and reasonable access to the premises at the agreed time, including any necessary building entry codes, keys, or instructions. Delays caused by lack of access may result in additional charges or, where the Technician is unable to proceed, may be treated as a late cancellation.
4.2 The Customer is responsible for providing or arranging suitable legal parking for the Technician’s vehicle as close as reasonably possible to the premises. Any parking charges, permits or penalties arising from the provision of the services at the premises may be added to the Customer’s invoice where they result from the circumstances at the premises.
5. Customer Responsibilities
5.1 The Customer must remove small items, breakables, and clutter from the areas to be cleaned prior to the arrival of the Technician, unless otherwise agreed in writing. Large furniture may be moved at the Technician’s discretion subject to safety and feasibility.
5.2 The Customer must advise the Company in advance of any pre-existing damage, loose fittings, fragile fabrics, colour instability, or unusual materials that may be affected by cleaning.
5.3 Children, pets, and other occupants must be kept away from work areas and equipment throughout the service and for any recommended drying period after completion.
5.4 The Customer must follow any post-cleaning instructions given by the Technician, including ventilation and drying times, and must not walk on wet carpets or soft furnishings unless expressly advised that it is safe to do so.
6. Pricing and Payment
6.1 Prices are based on the information supplied by the Customer and any applicable inspection by the Technician. All prices will be stated in pounds sterling and will include any applicable taxes where required by law.
6.2 The Company may request a deposit or full prepayment in order to secure a booking. Any such requirement will be communicated at the time of booking.
6.3 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the services at the premises. The Company accepts the payment methods notified to the Customer at the time of booking.
6.4 If payment is not received when due, the Company reserves the right to charge interest on the overdue amount at a reasonable commercial rate from the due date until payment is received in full, and to recover any reasonable costs of collection.
7. Cancellations, Rescheduling and No-Show
7.1 The Customer may cancel or reschedule a booking by giving notice to the Company. The following charges may apply:
a) More than 48 hours before the scheduled start time: no cancellation fee, and any deposit may be applied to a rebooked service or refunded at the Company’s discretion.
b) Between 24 and 48 hours before the scheduled start time: the Company may charge a reasonable cancellation fee to cover administrative costs and lost booking time.
c) Less than 24 hours before the scheduled start time or failure to provide access on arrival: the Company may charge up to the full quoted price for the scheduled services.
7.2 If the Technician is unable to attend due to circumstances beyond the Company’s reasonable control, including severe weather, road closures, accidents, or illness, the Company will notify the Customer as soon as possible and offer an alternative appointment. The Company will not be liable for any consequential loss arising from such delays or rescheduling.
8. Service Quality and Limitations
8.1 The Company will perform the services with reasonable skill and care in accordance with industry practice and the information supplied by the Customer.
8.2 While the Company will make reasonable efforts to remove or reduce stains and odours, no guarantee can be given that any particular stain, mark, or odour will be fully removed. Results depend on the nature of the stain, age, previous treatments, fabric type, and other factors beyond the Company’s control.
8.3 The Company is not responsible for wear, fading, shrinkage, colour loss, pile distortion, or other age-related or manufacture-related issues that become more apparent as a result of cleaning. Cleaning may sometimes reveal pre-existing damage or hidden stains that were not visible beforehand.
8.4 The Customer should inspect the work immediately upon completion. Any concerns about the quality of the services must be reported to the Technician on site where possible, or to the Company in writing within 48 hours of completion. The Company will make reasonable efforts to address any genuine issues, which may include a re-visit to attempt further treatment where appropriate.
9. Liability
9.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
9.2 Subject to the above, the Company’s total liability for loss or damage arising from the provision of the services, whether in contract, tort or otherwise, shall be limited to the total amount paid or payable by the Customer for the specific service giving rise to the claim.
9.3 The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity suffered by the Customer as a result of the services.
9.4 The Customer is responsible for ensuring that carpets, rugs, and upholstery are suitable for wet or chemical cleaning. The Company will, as far as reasonably possible, follow manufacturer care instructions where known, but cannot be held liable where such instructions are missing, incomplete, or not provided by the Customer.
9.5 The Company is not liable for any damage caused by defective materials, poor installation, loose seams, weak backing, or pre-existing conditions that may cause tearing, fraying or other issues during normal cleaning processes.
10. Waste Handling and Environmental Compliance
10.1 The Company will manage and dispose of any waste generated in the course of providing the services in accordance with applicable waste management regulations and local authority requirements.
10.2 This may include the collection and removal of waste water, filters, packaging, and limited quantities of solid waste arising from the cleaning process. Where the nature or volume of waste requires special handling or charges, the Customer will be notified in advance wherever reasonably practicable.
10.3 The Customer must not request the Company to dispose of any hazardous or prohibited materials, including but not limited to chemicals not supplied by the Company, medical waste, sharps, or any other items that fall outside normal household or commercial cleaning waste.
10.4 The Company aims to use cleaning products and methods that are effective while minimising environmental impact, subject to the requirements of the specific task and the Customer’s preferences where agreed in advance.
11. Health and Safety
11.1 The Company will take reasonable steps to ensure that all services are carried out in a safe manner and in compliance with applicable health and safety laws.
11.2 The Technician may refuse to carry out or may discontinue the service if the premises are unsafe, unsanitary, or present risks beyond what can reasonably be managed with standard protective measures. In such cases, the Company may treat the visit as a cancellation by the Customer and may charge a reasonable fee for the time and costs incurred.
12. Data Protection and Privacy
12.1 The Company will collect and process personal data from the Customer only as necessary to provide the services, manage bookings, handle payments, and comply with legal obligations.
12.2 Customer data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will not sell or share Customer data with third parties for marketing purposes without consent.
13. Complaints and Dispute Resolution
13.1 If the Customer is dissatisfied with any aspect of the services, they should contact the Company as soon as possible with details of the issue.
13.2 The Company will investigate and endeavour to resolve complaints promptly and fairly, which may include offering advice, a re-clean of the affected area where appropriate, or other proportionate remedies.
13.3 If a dispute cannot be resolved directly, either party may seek to use any applicable alternative dispute resolution scheme, or pursue legal remedies as provided by law.
14. Changes to Terms and Conditions
14.1 The Company may update these Terms and Conditions from time to time. Any changes will apply to new bookings from the date they are published or otherwise notified to the Customer.
14.2 The version of the Terms and Conditions in force at the time of booking will apply to that booking, unless a change is required by law or regulatory authority, in which case the updated terms may apply to existing bookings as necessary.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any non-contractual obligations arising in connection with them, are governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided by the Company.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions will continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the services, and supersede any previous understandings, agreements, or representations, whether oral or written, relating to the subject matter.
By confirming a booking with Hounslow Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.