Terms and Conditions for Hackney Carpet Cleaners

These Terms and Conditions (“Terms”) set out the basis on which Hackney Carpet Cleaners provides carpet cleaning, upholstery cleaning, stain treatment, and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these Terms. These Terms are designed to be fair, clear, and practical, and they apply to all services unless we agree otherwise in writing.

For the purposes of these Terms, “we”, “us”, and “our” refer to Hackney Carpet Cleaners, and “you” or “the customer” refers to the person or business requesting the service. Any quotation, estimate, or service description provided by us should be read together with these Terms. If there is any inconsistency, the written booking confirmation or amended agreement will prevail to the extent of that inconsistency.

Please read this document carefully before confirming a booking. It explains how bookings are accepted, how payments are handled, when cancellations may incur charges, how liability is limited, and what rules apply to waste disposal and environmental compliance. We may update these Terms from time to time, and the version in force at the time of booking will generally apply to that job unless a different version is agreed.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking request may be made by phone, email, online form, message, or any other channel we make available. A request does not guarantee an appointment until we issue confirmation. We may ask for information about the property, floor type, room size, access, stain type, or any special requirements so that we can assess the work properly.

When giving a quotation or estimate, we may rely on the information provided by you. If the information turns out to be incomplete or inaccurate, we reserve the right to revise the price, alter the scope of work, or refuse the job if the conditions are materially different from what was described. For example, heavily soiled areas, pet damage, excessive furniture moving, restricted access, or specialist treatment needs may affect timing and cost.

We will usually confirm the date, approximate arrival time, service type, and any agreed price or pricing method. You are responsible for ensuring that the premises are ready for the appointment, including reasonable access to the areas to be cleaned. If parking, entry, or building access is limited, you must inform us in advance. Delays caused by missing keys, security restrictions, unsafe conditions, or the absence of an authorised person may be charged as waiting time or lead to rescheduling.

2. Prices and Payments

Our prices may be set as fixed fees, hourly rates, area-based rates, or custom quotations depending on the nature of the work. Unless stated otherwise, any quote is based on standard conditions and a normal degree of soiling. Additional charges may apply where extra labour, specialist chemicals, equipment, or more time is required. Any price communicated in advance is valid only for the agreed job details and may change if the scope changes.

Payment is due in full on completion of the service unless we have agreed another payment arrangement in writing beforehand. We may accept payment by bank transfer, card, cash, or another method we specify from time to time. If payment is made by transfer, it must clear within the agreed timeframe. We are under no obligation to leave the property, hand over keys, or treat the job as complete until payment has been received in full.

If a deposit is required to secure a booking, we will tell you the amount and whether it is refundable. Deposits may be used to cover administration costs, diary allocation, and the risk of late cancellation. Where an invoice is issued, payment must be made by the due date shown on the invoice. Late payments may result in reminder charges, interest, recovery costs, or suspension of further work, to the extent allowed by law.

3. Cancellations, Amendments, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the size and nature of the job, but as a general rule we ask for as much notice as possible. If you cancel at short notice, particularly after we have allocated time, prepared materials, or sent a cleaner to site, we may charge a cancellation fee to reflect loss of business and administrative costs.

Where a deposit has been paid, its treatment will depend on the timing of the cancellation and the terms that were stated at the time of booking. If we cancel a booking, we will try to offer an alternative date or issue a refund of any prepaid amount relating to work not performed. We are not responsible for indirect losses caused by cancellation, such as inconvenience, loss of earnings, or arrangements made with third parties.

We will make reasonable efforts to arrive within the agreed time window, but arrival times are estimates only. Traffic, weather, equipment issues, or prior jobs overrunning may cause delay. If we are delayed, we will try to keep you informed. If access is refused, the property is not ready, or the work cannot proceed safely, we may treat the booking as a late cancellation and charge accordingly.

4. Customer Responsibilities

You must ensure that the premises are reasonably prepared for cleaning. This includes removing fragile items, valuables, loose objects, and any items you do not want handled unless we have agreed to move them. Although we may move light furniture at our discretion, we are not obliged to move heavy, fixed, or potentially hazardous items. Any item left in a position that creates risk may be left untouched.

You should tell us in advance about stains, pre-existing damage, delicate fabrics, unstable flooring, underfloor heating, electrical faults, infestation concerns, or any other condition that might affect the service. If you withhold important information and damage occurs because of that omission, we may not be liable. You are also responsible for ensuring that pets, children, and other occupants are kept away from equipment and wet surfaces during and after cleaning.

Unless otherwise agreed, you should provide access to running water, electricity, and adequate lighting. If we are unable to use our equipment because essential facilities are unavailable or unsafe, we may charge for wasted attendance. You must also ensure that the person authorising the work has the authority to do so, especially in rented, managed, shared, or commercial premises.

5. Service Standards and Limitations

We aim to provide a professional carpet cleaning service using reasonable skill and care. However, cleaning outcomes can vary due to fibre type, age of carpet, previous treatments, wear patterns, permanent staining, water marks, colour fastness, and prior misuse. We do not guarantee complete removal of all stains, odours, or discolouration, particularly where damage is permanent or where the carpet has already degraded.

We may decline to carry out part of a job if, in our opinion, the material is too delicate, the risk of damage is too high, or the condition of the item means the result is unlikely to be satisfactory. In such cases, we may still charge for inspection, attendance, or partial work already completed. Any advice we provide about likely results is an opinion based on visible conditions and does not amount to a guarantee unless expressly confirmed in writing.

We may use detergents, spot removers, deodorising agents, or other products appropriate to the task. Although we select products with care, some carpets, rugs, and fabrics can react unpredictably. You should inform us of any known allergies, sensitivities, or manufacturer instructions. If there is a risk that a product may cause harm to a surface, we may choose not to proceed or may proceed only with your informed consent.

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, our liability is limited in the ways set out below. We accept responsibility only for loss or damage directly caused by our proven negligence or breach of contract, and only to the extent that such loss was reasonably foreseeable at the time the contract was made.

We are not liable for pre-existing damage, normal wear and tear, hidden defects, faulty installation, weak seams, colour loss, shrinkage, fabric distortion, or deterioration caused by age or prior treatment. We are also not liable for damage caused by your failure to provide accurate information, secure valuable items, remove fragile possessions, or disclose special conditions. Where we rely on your instructions, you accept the risk associated with those instructions.

To the fullest extent permitted by law, we exclude liability for indirect, special, or consequential loss, including loss of profit, loss of business, loss of enjoyment, or loss arising from third-party arrangements. If we are found liable for any claim, our total liability for that claim will not normally exceed the amount paid for the specific service giving rise to the complaint, unless a higher amount is required by law. Any complaint should be reported promptly so that we can inspect the issue and, where appropriate, offer a remedy.

7. Waste Regulations and Environmental Handling

We comply with applicable UK waste rules and expect customers to cooperate where waste or contaminated materials are involved. Waste generated during cleaning, such as used cloths, disposable pads, packaging, extracted residue, and contaminated water, will be handled in line with lawful disposal practices. We may collect and remove minor waste associated with the service where this is part of the agreement, but we are not a general waste carrier unless we have specifically stated otherwise.

You must not ask us to dispose of prohibited, hazardous, or regulated waste unless we have expressly agreed that we are authorised and equipped to do so. This includes items or residues that may contain asbestos, biological hazards, sharps, chemicals, or other controlled materials. If we discover waste that presents a legal or safety concern, we may suspend work and require the issue to be addressed before continuing. Any additional disposal cost resulting from concealed waste or contamination may be charged to you.

Where wastewater, detergents, or residues are discharged, both parties must act in a manner that avoids environmental harm and complies with relevant local and national requirements. You must notify us if there are drains, surface materials, or site rules that restrict disposal methods. We reserve the right to refuse unsafe disposal requests and to take any steps needed to remain compliant with environmental and waste legislation.

8. Complaints, Amendments, and General Terms

If you are dissatisfied with any aspect of the service, you should raise the matter as soon as reasonably possible after completion, and in any event within a reasonable time. This allows us to review the issue, inspect the area if appropriate, and consider whether a re-clean or other remedy is suitable. Any remedy offered will depend on the circumstances and will not amount to an admission of liability unless we say so in writing.

We may assign or subcontract some or all of the work where necessary, provided the service is delivered to a reasonable standard. We may also change these Terms from time to time. No waiver of any right under these Terms will be effective unless stated clearly, and if one part of these Terms is found unenforceable, the remaining parts will continue to apply. These Terms are intended to be read together with any specific booking details or written agreement.

Headings are included for convenience only and do not affect interpretation. References to a law or regulation include any amendment or replacement of that law or regulation. Nothing in these Terms creates rights for third parties under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

9. Governing Law

These Terms and any dispute or claim arising out of 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 law provides otherwise. If you are contracting as a business, the parties agree that any dispute will be dealt with in the English courts.

By confirming a booking with Hackney Carpet Cleaners, you acknowledge that you have read, understood, and accepted these Terms and Conditions. They are intended to create a clear service framework, protect both parties, and ensure that every carpet cleaners appointment is carried out fairly and responsibly. If a specific written agreement is made for a particular job, that agreement will take priority over any inconsistent part of these Terms.