Terms and Conditions for Hounslow Carpet Cleaners

These Terms and Conditions set out the basis on which Hounslow Carpet Cleaners provides domestic and commercial cleaning services. 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 request for service.

In these Terms, the expressions “we”, “us” and “our” refer to Hounslow Carpet Cleaners, and “you” or “the customer” refer to the person or business arranging the service. These Terms apply to all carpet cleaning, upholstery cleaning, rug care, stain treatment, and related cleaning services provided by us, unless we agree otherwise in writing.

We aim to provide a clear, fair, and lawful service arrangement. This document is intended to operate as a legal page and should be read alongside any written quotation, booking confirmation, or service description provided by us. If any separate written agreement conflicts with these Terms, the specific written agreement will apply only to the extent of that conflict.

By requesting a service from Hounslow Carpet Cleaners, you confirm that you are legally capable of entering into a binding contract and that, where you are booking on behalf of another person or business, you have authority to do so. You also confirm that the information you give us is accurate and complete to the best of your knowledge.

Booking Process

Bookings may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment requested. We may ask for details about the size and condition of the area to be cleaned, the type of fibres or materials involved, access arrangements, parking restrictions, and any specific stains, odours, or risks that may affect the job.

All quotations are based on the information provided at the time of enquiry. If the actual condition of the property, carpet, upholstery, or fabric differs from the description supplied, we may revise the price, the method, or the duration of the service. Any estimates are provided in good faith but do not amount to a fixed offer unless expressly stated as such in writing.

You are responsible for ensuring that the service area is available at the agreed time and that access can be provided safely. If keys, entry codes, parking instructions, or building rules are required, these must be supplied in advance. We reserve the right to refuse to start or continue work if access is unsafe, unsuitable, or materially different from what was described at booking.

It is your responsibility to remove valuables, fragile items, and personal belongings from the areas to be cleaned unless we have specifically agreed to move or protect them. While we take reasonable care, we do not accept responsibility for loss or damage to items left in the working area where such items should reasonably have been removed beforehand.

Payments

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise agreed, payment is due on completion of the service on the day of attendance. We may require a deposit, partial advance payment, or full prepayment for certain appointments, including larger jobs, repeated visits, urgent bookings, or where additional supply or travel costs are involved.

We accept payment by the methods we specify in our booking confirmation or invoice. If payment is not made when due, we may charge interest and recovery costs to the extent permitted by law. We also reserve the right to suspend future services, cancel outstanding appointments, or withhold any optional follow-up until overdue sums are settled.

Prices are normally stated exclusive of unusual remedial work unless the quotation says otherwise. If additional tasks are requested on site, or if unexpected contamination, excessive soiling, pet damage, mould, infestation, or access issues are discovered, we may charge extra for the additional labour, materials, and time required. Any such additional charge will be explained as far as reasonably possible before the work continues.

Where a card payment, bank transfer, or invoice arrangement is offered, you must ensure that the relevant account, card, or billing details are valid and available for use. Any bank fees, chargeback charges, or payment processing costs arising from incorrect instructions or disputed payments may be passed on to you where legally permitted.

Discounts, promotional prices, or package rates are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed. They apply only to the stated service scope and cannot be combined unless we agree otherwise in writing.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice as soon as possible. If you cancel within a reasonable period before the appointment, we will normally not charge a cancellation fee. However, if cancellation occurs at short notice, or if our team has already travelled to the property or reserved specific resources for your appointment, we may charge a reasonable fee to cover wasted time, call-out costs, or materials prepared for the visit.

If you are not present at the property, fail to provide access, or the appointment cannot proceed because the area is not ready or safe to clean, we may treat this as a late cancellation or failed visit and apply a charge. Repeated cancellations, repeated failed access attempts, or misleading booking information may lead us to decline future work.

You may request a new appointment date subject to availability. We will do our best to accommodate changes, but we cannot guarantee a revised slot. Any deposit paid may be transferred to the new booking at our discretion, provided sufficient notice is given and no costs have already been incurred.

Service Standards and Customer Responsibilities

We will provide the service with reasonable skill and care, using appropriate methods and cleaning products chosen in line with the condition and type of surface involved. However, you acknowledge that some stains, wear patterns, odours, fibre changes, shading, or pre-existing damage may not be fully removable and may become more visible during cleaning. Natural fibres, delicate fabrics, older carpets, and previously treated areas may react unpredictably despite careful handling.

Before work begins, you should tell us about any known issues, including prior repairs, colour bleeding, shrinkage risk, loose seams, broken underlay, damp, mould, residue from other products, or hidden damage. If you do not disclose relevant information, we cannot be responsible for complications that arise from conditions we were not reasonably able to identify in advance.

Where suitable, you should ensure the premises are ventilated and that pets, children, and vulnerable persons are kept clear of the work area during the service. We may pause or modify the job if conditions are unsafe, unsuitable, or likely to compromise the result.

Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law. Subject to that, our liability to you is limited as set out below.

We are not liable for indirect, consequential, or purely economic losses, including loss of profit, loss of business, loss of opportunity, or loss arising from interruption to your use of the property, except where such liability cannot lawfully be excluded. Our total liability for any claim arising from a service, whether in contract, tort, negligence, or otherwise, will not exceed the amount paid or payable for the specific service giving rise to the claim.

We will not be responsible for damage caused by pre-existing defects, unsuitable materials, hidden faults, structural problems, faulty fittings, unsecured items, or conditions outside our control. This includes damage resulting from pre-existing wear, poor maintenance, manufacturer defects, or previous cleaning and treatment methods used before our attendance.

If damage is alleged, you must notify us as soon as reasonably possible and provide a fair opportunity to inspect the issue. You agree to take reasonable steps to reduce any loss or prevent the condition from worsening. Failure to do so may affect any claim. Any remedy we provide, where liability is accepted, may be repair, re-cleaning, partial refund, or another proportionate solution at our discretion.

Any guarantee or performance statement given by us applies only to the specific service described and only where the underlying material, stain, or condition is suitable for the treatment used. No statement made by our staff should be treated as a promise of a perfect result, especially where the condition of the item, room, or fibre is beyond normal cleaning recovery.

Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste and environmental requirements. Any waste produced in the course of cleaning, including used cloths, filters, packaging, recovered debris, or cleaning residues, will be handled responsibly. We will dispose of materials only in a lawful and appropriate manner and will not knowingly leave controlled waste in a condition that breaches applicable regulations.

Where our work creates wastewater, dirty solution, or waste requiring special handling, we will manage it in line with reasonable environmental practice and the legal obligations applicable to the service. You agree to provide information about any substances, contamination, or hazards on site that may affect disposal duties, including chemicals, bodily fluids, biohazards, asbestos risk, or other restricted materials.

If the property contains waste, damaged furnishings, or items that must be removed before cleaning can take place, you remain responsible for arranging lawful disposal unless we expressly agree in writing to handle it. We are not obliged to remove controlled, hazardous, or specialist waste unless we have agreed to do so and are properly equipped and permitted to handle it.

We may refuse or stop work if we believe that continuing would create a breach of environmental law, waste law, health and safety requirements, or any other applicable legal duty. In such circumstances, any cancellation or call-out fee may still apply where the problem was not caused by us.

Health, Safety, and Site Conditions

You must ensure that the premises are reasonably safe for our team to enter and work in. This includes ensuring that electrical systems, floors, stairs, and access routes are safe and that any known hazards are disclosed in advance. We may decline to use equipment or chemicals where we consider the environment unsuitable or unsafe.

We may move lightweight items where this is practical and safe, but we are not required to move heavy furniture, fragile objects, electronics, or items that pose a risk of damage or injury. Any repositioning of furniture after cleaning may be limited to a reasonable standard and may not return every item to its exact original position.

If the service must be paused because of safety concerns, poor site conditions, or interference from third parties, we may charge for the portion of work already completed and for any waiting time reasonably incurred.

Complaints

If you are unhappy with any aspect of the service, you should notify us promptly so we can review the matter. We may ask for photographs, details of the issue, and a chance to inspect the affected area. Where appropriate, we may return to the property to assess or correct a problem, provided that the complaint is made within a reasonable time and the item has not been altered after our visit.

Complaints do not give you the right to withhold payment for undisputed parts of the service. Any proposed remedy will be offered without admission of liability unless and until the issue has been fully assessed.

Governing Law

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 the law requires otherwise.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy.

General Provisions

We may update these Terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will apply to that booking unless a later written version is expressly agreed between the parties.

Nothing in these Terms creates a partnership, employment relationship, or agency relationship between us and you. Any headings are included for convenience only and do not affect interpretation. These Terms contain the whole agreement between the parties concerning the relevant service, unless supplemented by a written quotation or contract signed by both parties.