Hanwell Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Hanwell Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create clarity around the booking process, payment requirements, cancellations, liability, waste handling, and the legal framework that applies to the services supplied. If any part of these terms is unclear, the customer should review them carefully before the service is scheduled.

For the purposes of these terms, references to “we”, “us” and “our” mean Hanwell Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply to carpet cleaning, upholstery cleaning, rug care, stain treatment, odour removal, and any related cleaning service agreed at the time of booking. Any additional work requested on the day may be accepted or declined at our discretion and may be charged separately.

By placing a booking, you confirm that you are legally entitled to arrange the cleaning service for the property or items concerned, and that you have authority to approve access, work methods, and payment. The customer is responsible for ensuring that the work area is suitable for service and that any information provided before arrival is accurate and complete. If incorrect or incomplete information affects the service, the outcome, pricing, or timing, we shall not be responsible for resulting delays, limitations, or extra charges.

1. Booking Process

All bookings are subject to availability and confirmation. A booking is not final until it has been accepted by us, whether verbally, electronically, or in writing. We may request key details before confirming the appointment, including the type of cleaning required, approximate room or item sizes, the condition of the surfaces, access arrangements, parking considerations, and any known risks such as pre-existing damage, fragile materials, heavy staining, or previous treatment. The accuracy of this information is important because it helps us allocate appropriate equipment, staff, and time.

We reserve the right to adjust the booking if the information provided at the time of scheduling differs materially from the actual conditions on the day. For example, if the property is larger than stated, if extra items are presented for cleaning, or if specialist treatment is required, we may revise the price, the duration, or both. Where a customer declines the revised terms, we may cancel the unstarted portion of the service and charge a call-out fee or a reasonable administration fee where applicable.

The customer must ensure that access is available at the agreed time. If our operatives are unable to enter the property, if keys are unavailable, or if the customer is absent without prior agreement, the appointment may be treated as a late cancellation or failed attendance. We will not be liable for lost time, travel expense, or any consequential loss arising from a missed appointment caused by the customer’s failure to provide access or accurate instructions.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care in delivering carpet cleaning services and related treatments. However, the customer acknowledges that some marks, stains, wear, discolouration, or odours may not be removable, especially where damage is permanent, fibres are degraded, or previous cleaning attempts have altered the surface. Natural textiles and sensitive materials may react differently to cleaning processes. While we will apply suitable methods based on the information provided and the visible condition of the item, perfect or brand-new results cannot be guaranteed.

The customer should remove or secure valuables, fragile objects, loose items, and personal possessions from the work area before the appointment begins. We may, at our discretion, assist with moving light furniture or small items, but we are not obliged to move heavy, fixed, dangerous, or high-value objects. Where furniture movement is agreed, the customer accepts that minor shifting, floor marks, or incidental disturbance may occur. We will take reasonable care, but we are not responsible for damage to items that are unstable, poorly assembled, or already weakened by age or use.

The customer must also disclose any known risks, including electrical hazards, water-sensitive flooring, hidden defects, infestation, recent renovation dust, chemical residues, or prior contamination. If we consider the environment unsafe or unsuitable, we may suspend the work until the issue is resolved. If the risk cannot be corrected promptly, we may cancel the service and charge for any reasonable costs already incurred. This protects both the customer’s property and our staff while ensuring compliance with safe working practices.

3. Pricing and Payment Terms

Prices are normally based on the quoted scope of work, which may be calculated by room size, item type, surface condition, treatment required, or time on site. Any quotation is an estimate unless expressly stated as fixed. Estimates are valid for a limited period and may be changed if there is a material increase in labour, materials, access difficulty, parking restrictions, or the extent of soiling. We will aim to explain any change before work continues.

Payment is due according to the terms agreed at booking or on completion of the service, unless otherwise stated in writing. We may require a deposit, advance payment, or part-payment to secure certain appointments or larger jobs. Unless agreed otherwise, all invoices must be paid in full immediately on completion or within the stated payment period. Accepted methods of payment may vary and are subject to availability at the time of booking.

Late payment may result in suspension of further services, cancellation of future appointments, and recovery action for outstanding sums. The customer will remain responsible for any reasonable costs incurred in recovering unpaid amounts, including administration fees and applicable interest where permitted by law. Any dispute about an invoice must be raised promptly and in good faith, but payment must still be made for the undisputed portion of the invoice.

4. Cancellations, Rescheduling, and Delays

Customers may cancel or reschedule a booking, but sufficient notice must be given. Unless a different cancellation policy is stated at the time of booking, notice of at least 24 hours is normally required for standard appointments. Short-notice cancellations, repeated rescheduling, or non-attendance may result in a charge to cover costs, reserved time, and lost business opportunity. Any cancellation fee will be reasonable and proportionate to the losses incurred.

We may also need to reschedule or cancel a service due to staff illness, adverse weather, equipment failure, unsafe conditions, or circumstances beyond our control. In such cases, we will endeavour to rearrange the appointment as soon as reasonably possible. Where we cancel before work begins, any prepaid amount for the cancelled service will be refunded or credited, unless the cancellation is due to the customer’s breach of these terms or failure to provide access.

If we arrive and cannot complete the work because the premises are unsafe, the information provided is materially inaccurate, or the customer refuses to proceed after the agreed terms change, we may treat the visit as cancelled on arrival. In these circumstances, we may charge for travel, inspection, administration, and any materials already used. Our aim is to be fair and transparent while ensuring that reserved labour and transport costs are not unfairly absorbed where the problem is outside our control.

5. Liability and Limitations

Our liability is limited to losses directly caused by our negligence or by a breach of these terms that is reasonably foreseeable. 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 lawfully be excluded under UK law. Subject to that, we will not be responsible for indirect loss, loss of profit, loss of business, or consequential damage.

We shall not be liable for pre-existing defects, hidden damage, structural weakness, colour fading, dye transfer, shrinkage, pile distortion, weak seams, loose fittings, or wear that becomes visible during or after cleaning. Certain materials may change appearance when cleaned, especially where they have been poorly maintained, heavily soiled, or previously treated with unsuitable chemicals. The customer accepts that cleaning is a restorative maintenance service, not a guarantee of perfection or replacement of aged materials.

If damage is alleged, the customer must notify us as soon as reasonably possible and allow us an opportunity to inspect the issue before any repairs are attempted by a third party. We may request photographs, purchase details, fibre information, or other evidence to assess the claim. Where we accept liability, our responsibility will normally be limited to the cost of reasonable repair or, at our discretion, the amount paid for the relevant service. This limit reflects the practical nature of cleaning work and the need for fair risk allocation.

6. Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental requirements. Where our service creates waste, such as extracted debris, contaminated disposable materials, or used consumables, we will dispose of it responsibly and in line with relevant regulations. The customer must not ask us to remove prohibited waste unless the parties have expressly agreed a lawful and appropriate arrangement in advance. We do not provide a general waste collection or hazardous waste disposal service unless stated otherwise.

Any contaminated materials identified during cleaning, including excessive bio-residue, mould-affected items, or waste that may present a hygiene or environmental risk, will be handled cautiously. If an item cannot be cleaned safely or disposed of as ordinary waste, we may decline to process it and may advise the customer to use a specialist licensed contractor. The customer remains responsible for declaring any material that may require special handling, including sharps, bodily fluids, chemical contamination, asbestos risk, pest evidence, or industrial residues.

The customer agrees not to leave unlawful, dangerous, or excessive waste in areas scheduled for cleaning. If such waste is encountered unexpectedly, we may suspend the service and take reasonable steps to make the site safe. Any additional time, protective equipment, or disposal arrangements required because of undeclared waste may be charged extra. Compliance with waste regulations protects the environment, our team, and the customer’s premises.

7. Access, Property Care, and Site Conditions

The customer is responsible for ensuring that the premises are ready for service at the agreed time. This includes providing access to all relevant areas, adequate lighting, water supply where needed, and a suitable working environment. If parking restrictions, restricted entry, or building rules affect the appointment, the customer must tell us in advance. Delays caused by site conditions may result in additional charges or changes to the service schedule.

We will use reasonable care when working around the customer’s property, but some disruption is unavoidable during professional cleaning. This may include movement of small items, the presence of hoses or electrical equipment, and temporary dampness in cleaned areas. The customer should keep children and pets away from the work area and should avoid walking on damp carpets or upholstery until advised that it is safe to do so. Failure to follow aftercare instructions may affect the result and may void any complaint relating to re-soiling or premature use.

Where a property is vacant, the customer is responsible for securing it after the service and for checking that windows, doors, and alarms are returned to their intended state if we have been given temporary access. We are not responsible for losses caused by third parties, unsecured access, or the customer’s failure to confirm the condition of the premises after completion.

8. Complaints, Variations, and General Terms

If the customer is dissatisfied with any aspect of the service, they should notify us promptly and provide a clear description of the issue. We may request a reasonable opportunity to inspect the problem and, where appropriate, to remedy it. Complaints raised long after the service date may be harder to investigate because conditions can change due to use, weather, cleaning products, or other interventions beyond our control.

Any variation to these terms must be agreed in writing or clearly confirmed by us. If one part of these terms is found to be unlawful, invalid, or unenforceable, the remaining parts will continue in full force. Failure by us to enforce any provision on one occasion shall not be treated as a waiver of that provision or any other rights we may have. These terms may be updated from time to time, and the version in force at the time of booking will apply to that service.

Governing law and jurisdiction: These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the services, the booking process, payment, cancellation, liability, or waste handling shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. By proceeding with a booking, the customer confirms acceptance of this legal framework and acknowledges that these terms form the basis of the service relationship with Hanwell Carpet Cleaners.