Hampton Hill Carpet Cleaners – Service Terms and Conditions
These Terms and Conditions set out the basis on which Hampton Hill Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, you agree that these terms apply to the service supplied, whether the work relates to carpet cleaning, upholstery cleaning, rug care, stain treatment, odour removal, or related floor and fabric care. Please read this document carefully before confirming any appointment.
For the purposes of these terms, “we”, “us” and “our” refer to Hampton Hill Carpet Cleaners, and “you” refers to the customer, client, account holder, or any person requesting services on behalf of a property owner, tenant, landlord, business, or managing agent. These terms apply to all standard service arrangements unless we agree otherwise in writing. Nothing in these terms affects your statutory rights under UK consumer law.
By engaging our carpet cleaning services, you confirm that you are authorised to request work at the relevant premises and that you accept responsibility for providing accurate information about the property, access arrangements, and any special conditions that may affect the service. We may decline or suspend a booking if the information provided is incomplete, misleading, or inconsistent with safe and lawful service delivery.
1. Booking Process
Bookings may be made by agreed booking channels and are subject to availability. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit, booking fee, or written confirmation from us. We may ask for details including the type of carpet or fabric, approximate room sizes, stain history, fibre type, pet presence, parking access, water supply, and any issues that could affect time, equipment, or treatment methods.
It is your responsibility to ensure that all information given at the time of booking is complete and accurate. If the service required changes before the appointment, you must tell us as soon as possible. We may revise the quotation or reschedule the work where the actual condition, size, or scope differs materially from the information originally supplied. Any time estimate is provided in good faith, but the actual duration may vary depending on soil level, drying conditions, treatment needs, and access.
We will make reasonable efforts to attend on the agreed date and within the arranged time window. However, all appointments are subject to factors outside our control, including traffic, weather, equipment failure, staff illness, or emergency service demand. Where practicable, we will contact you to rearrange if a significant delay or change becomes necessary. We are not responsible for indirect losses arising solely from a delay or rescheduled visit where such delay is reasonable and unavoidable.
2. Customer Responsibilities
You must ensure that the work area is reasonably accessible, safe, and ready for cleaning. This includes moving small and fragile items, securing pets, clearing valuables, and disclosing any known risks such as weak flooring, hidden wiring, pre-existing damage, mould, infestations, or water sensitivity. We may refuse to proceed with any part of the service if conditions are unsafe, unsanitary, or likely to cause damage. If work is paused because the area is not ready, additional charges may apply.
You are also responsible for ensuring that furniture, fittings, and floor coverings are suitable for the cleaning methods to be used. Where appropriate, we may move lightweight items as part of the service, but we are not obliged to move heavy, fixed, fragile, or hazardous objects. Any items left in the working area remain at your risk unless damage is caused by our negligence.
3. Prices and Payments
Our prices are normally based on quotation, room count, item type, condition, access, and any specialist treatment requested. Quotes are based on the information available at the time and may be adjusted if the actual work required is greater than expected. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable.
Payment terms will be confirmed at the time of booking or before the service begins. We may require full payment on completion, advance payment, partial deposit, or payment on account for recurring business services. Accepted payment methods may vary and will be confirmed at the time of booking. If a deposit is required, the booking may not be secured until the deposit has been received. Deposits are applied toward the final balance unless otherwise agreed.
Where payment is due on completion, it must be made immediately unless we agree a different period in writing. If an invoice is issued, it must be paid by the stated due date. Late payment may result in administration charges, suspension of future services, debt recovery action, or interest where permitted by law. You are responsible for any bank charges, transfer fees, or currency conversion costs imposed by your payment provider.
Additional Charges
- extra stain treatment requested on arrival or during the job;
- heavy soiling, pet contamination, or extensive pre-treatment needs;
- parking charges, congestion fees, or access restrictions;
- waiting time caused by late access or unprepared rooms;
- repeat visits requested because of incomplete preparation or changed instructions;
- specialist products or equipment needed for unusual materials or conditions.
4. Cancellations, Rearrangements and No-Access
If you need to cancel or rearrange a booking, you must provide as much notice as possible. Cancellations made within a short notice period may incur a fee to cover reserved time, travel planning, staff allocation, and any non-refundable materials. The exact charge may depend on how close the cancellation is to the appointment date and whether we were unable to reallocate the time slot.
If we need to cancel or reschedule due to circumstances beyond our control, we will aim to offer an alternative date or a refund of any sum paid for undelivered work where appropriate. We are not liable for any consequential loss arising from a cancellation or postponement caused by events outside our reasonable control. This includes, without limitation, severe weather, transport disruption, equipment breakdown, illness, power failure, or emergency operational requirements.
If our team arrives and cannot gain access, or if the premises are not ready for the service to begin, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out fee, cancellation fee, or minimum charge may apply. We may also charge for waiting time if access is delayed beyond a reasonable period and we remain available to perform the work.
5. Liability and Limitations
We will carry out the carpet cleaning service with reasonable skill and care, using methods we consider suitable for the material and condition described or observed. However, cleaning outcomes can vary. Some stains, marks, odours, and discolourations are permanent or may only be partially reduced. We do not guarantee complete removal of every stain, spot, or smell, especially where the contamination has set deeply into fibres, underlay, or backing.
We are not responsible for pre-existing damage, hidden defects, unstable dyes, weak seams, fabric wear, colour loss caused by prior cleaning, or issues arising from materials that are not suitable for wet or chemical treatment. It is your responsibility to inform us of any known sensitivities, previous treatments, or special manufacturer instructions. Where we advise that a material is high-risk, you choose whether to proceed at your own risk, except where the risk is caused by our negligence or breach of duty.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for direct loss arising from any single claim will be limited to the amount paid or payable for the specific service in question, unless a higher limit is required by law.
6. Complaints and Revisit Requests
If you believe the service has not been performed as agreed, you should notify us within a reasonable time after completion and before arranging any third-party treatment that might affect inspection or remedy. We may request photographs, a description of the concern, and an opportunity to inspect the area. If a revisit is appropriate, we may offer one at our discretion and without admission of liability, provided the issue is genuinely related to the original service and not due to new damage, normal drying variation, or post-cleaning contamination.
We are not obliged to revisit where the complaint arises from factors outside our control, including furniture being moved after cleaning, spillages after departure, ventilation problems, re-soiling, or failure to follow drying and aftercare instructions. Any goodwill adjustment or corrective action does not affect the remainder of these terms or amount to acceptance of liability beyond what is stated here.
7. Waste, Residues and Environmental Compliance
We will handle waste, rinse water, recovered soil, packaging, and disposable materials in accordance with applicable UK waste regulations and environmental requirements. Waste generated through the normal performance of the service may include used cloths, filters, small amounts of extracted residue, and spent consumables. We will take reasonable steps to dispose of such waste responsibly and not in a manner that could cause pollution, nuisance, or unlawful discharge.
You must not ask us to dispose of hazardous waste, sharps, illegal substances, asbestos-containing materials, human biological waste, or other regulated waste unless we have expressly agreed in writing and are permitted to do so. If we encounter such material during the service, we may stop work immediately and leave the area safe where possible. Additional charges may arise where specialist handling, containment, or disposal is necessary. You remain responsible for declaring any regulated waste present on the premises.
Where wastewater, dirt extraction, or cleaning agents are used, you agree to provide suitable access to disposal points only where lawful and appropriate. We will not knowingly discharge waste into drains, systems, or areas where doing so would breach legal or environmental requirements. If local site rules, building management rules, or landlord conditions impose additional waste controls, you must tell us in advance.
8. Materials, Equipment and Treatment Methods
We may select cleaning methods, products, and equipment based on fibre type, soil condition, room access, drying requirements, and manufacturer guidance. This may include hot water extraction, low-moisture techniques, spot treatment, deodorisation, or a combination of methods. The choice of method remains at our discretion unless you specifically request a restricted approach and we agree to it in writing.
You acknowledge that some carpets and fabrics may react differently to moisture, pH, temperature, or mechanical action. Natural fibres, antique rugs, wool blends, delicate upholstery, and lightly dyed materials may require cautious treatment and may still show change after cleaning. We do not guarantee that all moisture, shrinkage risk, rippling, or odour will be eliminated. Any protective treatment, deodoriser, or stain protector is provided only if expressly included in the service description or quotation.
If you supply your own products or request the use of a particular chemical, we may refuse if we consider it unsafe or unsuitable. We are not liable for adverse results caused by customer-supplied products, hidden contamination, or defects inherent in the material. Any advice we give is based on the information available at the time and should not be treated as a guarantee of outcome.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking process, the payment of charges, service delivery, cancellation, liability, or waste handling shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.
9. General Provisions
We may update these terms from time to time to reflect changes in our operations, law, or service structure. The version in force at the time of booking will generally apply to that booking unless a newer version is expressly agreed. No variation to these terms is effective unless confirmed by us in writing. Any failure by us to enforce a term on one occasion does not waive our right to rely on it later.
These terms form the entire agreement between you and Hampton Hill Carpet Cleaners for the relevant service unless supplemented by a written quotation, invoice, or service-specific agreement. If any inconsistency arises, the written quotation or service-specific agreement will prevail to the extent of that inconsistency. By proceeding with a booking, you confirm that you have read, understood, and agreed to these Hampton Hill carpet cleaners terms and that you will cooperate reasonably to allow the work to be completed safely and effectively.
