Terms and Conditions for Hampstead Carpet Cleaners

These Terms and Conditions set out the basis on which Hampstead Carpet Cleaners provides domestic and commercial carpet and fabric cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to these terms. Please read them carefully before placing an order, as they explain the service scope, payment requirements, cancellation rules, liability limits, waste handling obligations, and the legal framework that applies to our services.

Throughout this document, the expressions "we", "us", and "our" refer to Hampstead Carpet Cleaners, and the expressions "you" and "customer" refer to the person, business, landlord, tenant, property manager, or any authorised representative placing the booking. These terms are intended to be fair, clear, and consistent with UK consumer and business practices. They apply to carpet cleaning and related upholstery or soft-furnishing cleaning services unless a separate written agreement states otherwise.

Any reference to a carpet cleaning service, carpet cleaner appointment, or cleaning treatment in these terms includes the inspection, pre-treatment, cleaning, and reasonable post-treatment care required to complete the job. If any part of the service requires specialist handling, access arrangements, or additional preparation, we may ask you to confirm those details before the work starts. Failure to provide accurate information may affect results, timing, or charges.

1. Booking Process

A booking with Hampstead Carpet Cleaners is not confirmed until we have accepted your request and provided an agreed appointment slot or written confirmation. Enquiries may be made by phone, email, or any other communication channel we make available from time to time. When placing a booking, you must provide accurate information about the property, the items to be cleaned, access requirements, parking restrictions if relevant, and any known stains, damage, or previous treatments that may affect the cleaning outcome.

We may ask for photographs, approximate room sizes, fibre type details, or further information before accepting a carpet cleaners booking. This helps us assess suitability, estimate time, and allocate the correct equipment and cleaning method. If the information provided is incomplete or inaccurate, we may revise the price on arrival, postpone the work, or decline the job where it would be unsafe, impractical, or outside our service capability. The final decision on method and equipment remains with us.

Where a booking is accepted, we will confirm the date, approximate arrival window, and any service assumptions in writing where reasonably practicable. You are responsible for ensuring that someone authorised to approve the work is available at the property at the agreed time, unless we have expressly agreed key access or another alternative arrangement. If you request a change to the scope of work after booking, we may treat that request as a new quotation or an amended order.

2. Service Scope and Customer Responsibilities

Our services are limited to the cleaning tasks agreed in advance and do not include repair, restoration, removal of structural defects, or treatment of pre-existing damage unless expressly stated in writing. While we will use reasonable care and professional methods, Hampstead Carpet Cleaners cannot guarantee the removal of all stains, odours, or wear marks, particularly where fibres are aged, damaged, colour-sensitive, or previously treated with unsuitable products. Cleaning results can vary depending on material condition and contamination level.

You must make sure the area is reasonably prepared before we begin. This includes removing small personal items, fragile objects, valuables, and any items that could obstruct access or be damaged during cleaning. Larger furniture will only be moved if this has been agreed in advance and if it is safe to do so. You remain responsible for disconnecting or protecting electrical items, ensuring pets are secured, and advising us of any hazards, damp issues, hidden damage, or contamination concerns.

If your property contains delicate flooring, restricted access, parking limitations, controlled entry systems, or any other condition that may affect the job, you must inform us in advance. Delays caused by missed access, incomplete preparation, or undisclosed site conditions may incur additional charges. If we are unable to complete the service for reasons beyond our control, we may charge a call-out fee or part-service fee where time, labour, or materials have already been committed.

3. Pricing and Payments

Prices are normally based on the size, type, condition, and number of items or areas to be cleaned, together with access requirements and any specialist treatment requested. Any quotation we provide is based on the information available at the time and may be revised if the actual site conditions differ materially from the description supplied. Unless stated otherwise, quotations are valid for a limited period and may change if costs, labour requirements, or service scope change before the booking date.

Payment is due in full on completion of the service unless we have agreed a different arrangement in writing before the work starts. For some carpet cleaning services, we may require a deposit to secure the appointment, particularly for large jobs, scheduled commercial works, or bookings that require reserved equipment and staff allocation. Deposits are usually applied against the final invoice unless the booking is cancelled in a manner that makes the deposit non-refundable under these terms.

We may accept bank transfer, card payment, cash, or other methods that we choose to make available from time to time. If payment is not made when due, we reserve the right to charge reasonable recovery costs, statutory interest where applicable, and any administrative expenses permitted by law. Any discount, promotion, or voucher will only apply if it is valid at the time of booking and meets the stated conditions. Promotions are non-transferable unless we agree otherwise.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by notifying us as early as possible. We ask for reasonable notice so that we can manage staffing, travel, and equipment allocation efficiently. If you cancel sufficiently in advance, we may not charge a fee, but this depends on the circumstances of the booking and any special arrangements we have made. Where a deposit has been taken, it may be retained to cover administrative and scheduling losses if the cancellation is late.

If you cancel within a short period before the appointment, or if we arrive but are unable to gain access, we may charge a late cancellation fee or a missed-appointment fee. The amount will reflect the time reserved and any direct costs incurred. If the property is not ready for cleaning, access is denied, or the service cannot proceed due to issues under your control, this may be treated as a cancellation on arrival. Repeated short-notice changes may affect future booking availability.

We also reserve the right to reschedule if necessary due to illness, unsafe working conditions, equipment failure, severe weather, or other circumstances outside our reasonable control. In such cases, we will seek to offer a new appointment as soon as reasonably possible. We will not be responsible for indirect losses caused by a change of date, provided we act reasonably and keep you informed. Your statutory rights, where applicable, remain unaffected.

5. Liability and Limitations

We will carry out our work with reasonable skill and care in line with applicable UK service standards. However, our liability is limited to loss or damage that is directly caused by our proven negligence or breach of these terms. We are not liable for pre-existing damage, hidden defects, poor substrate condition, colour loss from unstable dyes, wear and tear, shrinkage resulting from unsuitable materials, or deterioration caused by previous incorrect cleaning attempts.

Where items are particularly delicate, antique, untreated, or manufacturer-restricted, you must tell us before the service begins. Some materials may carry inherent risks, including colour bleeding, texture change, pile distortion, or water sensitivity. If you ask us to proceed with a treatment after we have explained a known risk, you accept that risk to the extent permitted by law. We may refuse to clean items that we believe are unsafe, unsuitable, or likely to suffer disproportionate damage.

To the fullest extent permitted by law, we will not be liable for indirect or consequential losses, loss of profit, loss of business opportunity, loss of goodwill, or any loss that is not foreseeable at the time of booking. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Your consumer rights are preserved where they apply.

6. Waste Regulations, Disposal, and Environmental Handling

During the course of a carpet cleaners job, we may remove waste water, recovered soil, packaging, disposable cloths, or other cleaning residues. We will handle such waste responsibly and in accordance with applicable UK waste management and environmental requirements. Waste generated directly by our service will be disposed of using reasonable care and, where necessary, through appropriate disposal routes. We do not normally remove household rubbish, building waste, or non-service-related materials unless agreed separately.

You are responsible for informing us about any hazardous substances, biological contamination, or materials that require special handling before work begins. We may refuse to clean items contaminated with harmful chemicals, sharps, mould beyond normal cleaning scope, or other dangerous materials. If the area contains waste that is not part of our standard cleaning process, additional charges may apply or the service may be postponed until the area has been made safe. We may also stop work if continuing would create a health or regulatory risk.

Where cleaning wastewater or residues must be contained or removed in a specific manner, you must provide accurate information about any site restrictions, drainage limitations, or property management rules. We will take reasonable steps to avoid unlawful disposal and to minimise unnecessary environmental impact. If your property, landlord, or managing agent imposes particular waste handling requirements, you must notify us before the appointment so that we can assess whether the service can be delivered in compliance with those requirements.

7. Complaints, Revisit Policy, and Service Issues

If you are dissatisfied with any aspect of the work, you should notify us within a reasonable time after completion and before taking steps that could alter the condition of the cleaned area. We may ask for photographs or a description of the issue so that we can assess whether a revisit is appropriate. A revisit, if offered, is intended to address service-related concerns only and does not create an admission of liability. We reserve the right to inspect the relevant area before deciding on a remedy.

Complaints relating to access, pre-existing defects, or cleaning limitations caused by fabric condition may not be eligible for a free revisit. If the concern arises because of information we were not given before the appointment, we may charge for further attendance. Any revisit must be arranged within a reasonable period and under conditions that allow us to assess the issue properly. We will act fairly and in good faith when considering the most appropriate response.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where the service is supplied in Scotland or Northern Ireland, mandatory local consumer or contractual rules may also apply to the extent required by law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction is required by applicable law.

Nothing in these terms affects any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, or any other mandatory UK legislation. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. These terms form the entire agreement between you and Hampstead Carpet Cleaners in relation to the service booked, subject to any written variation agreed by both parties.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms. If you do not agree with any part of them, you should not confirm the appointment or permit the work to begin. We may update these terms from time to time to reflect changes in law, payment practice, or service operations, and the version in force at the time of your booking will normally apply unless a later revision is required by law.

The aim of these Terms and Conditions is to provide a clear and balanced framework for a professional carpet cleaning service. They are designed to protect both the customer and the service provider by setting expectations in advance, reducing uncertainty, and ensuring that work is carried out safely and fairly. If any term is interpreted in a way that conflicts with mandatory consumer protection law, the law will prevail to the extent of that conflict.