West Hampstead Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which West Hampstead Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. They are designed to create a clear, fair, and practical framework for the supply of services, including the booking process, payments, cancellations, liability, waste handling, and the law that applies to the agreement.
Throughout this document, the words “we”, “us”, and “our” refer to the service provider, while “you” and “your” refer to the customer, hirer, tenant, landlord, or authorised representative who places the booking. These terms apply to all carpet cleaning services arranged through our normal booking channels, whether the work is for a single room, multiple rooms, rugs, upholstery add-ons, stain treatment, or related cleaning tasks agreed in advance.
We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time of booking will normally apply to that booking unless a change is required by law. Customers are responsible for ensuring that the information they provide is accurate and complete, including property access, parking restrictions, floor types, stain concerns, and any special handling needs.
Booking process begins when you request a quotation, estimate, or confirmed appointment. We may provide a price based on the information supplied, including room count, carpet condition, size, and any additional services requested. Estimates are not binding until confirmed by us in writing or by another agreed method. If the actual property conditions differ from the information provided, we may revise the price or modify the scope of the work before starting.
To secure an appointment for West Hampstead Carpet Cleaners, you may need to confirm the cleaning date, time window, access arrangements, and any special instructions. A booking is considered accepted only when we have confirmed it and, where required, received any deposit or prepayment. We reserve the right to decline or cancel a booking if the property is unsuitable, access is unsafe, the requested services are outside our normal scope, or if we reasonably believe the service cannot be delivered properly.
Customers must ensure the property is ready for cleaning when our team arrives. This includes removing fragile items, valuables, small furniture where possible, and any obstacles that prevent safe access to the treated areas. 
If items cannot be moved easily, you should tell us in advance. We may agree to move lightweight items as part of the service, but we are not obliged to move heavy, fixed, hazardous, or high-value items unless specifically agreed in writing and safe to do so.
Payments are due in accordance with the price and payment method agreed at booking. We may require full payment in advance, a deposit, or payment immediately after completion, depending on the nature of the service and the customer category. Unless stated otherwise, all prices are quoted in pounds sterling and may include or exclude VAT depending on our business status and the price shown. Any applicable VAT will be made clear where required by law.
Where payment is made after completion, you must pay in full on the day of service unless another arrangement has been agreed in writing. Failure to pay on time may result in late payment charges, administrative fees, recovery costs, or referral to a debt collection process where lawful. We may also suspend future work, decline future bookings, or withhold any optional post-service documentation until outstanding balances are settled.
Additional charges may apply if the job changes after the booking is confirmed. Examples include heavily soiled carpets, pet contamination, biohazard risks, difficult access, parking charges, congestion or zone-related costs, the need for extra drying support, or extra time caused by incomplete preparation. We will normally explain additional charges before starting any extra work, but if urgent circumstances arise, you authorise us to take reasonable steps to complete the service safely and charge fairly for the extra labour or materials used.
Cancellations should be made as early as possible. If you need to cancel or rearrange, please notify us within a reasonable timeframe so the appointment slot can be released or rescheduled. Because our service planning often involves allocated time, equipment preparation, and staff scheduling, short-notice cancellations may incur a fee. The amount may vary depending on notice given, travel arrangements, and whether materials or specialist products have already been prepared.
If you cancel after the team has been dispatched or has arrived at the property, you may be charged a call-out fee, wasted travel cost, or a proportion of the booked service, especially where access was unavailable or the work could not proceed through no fault of ours. If you fail to attend, refuse access, or are not ready for the appointment, the same approach may apply. For recurring or multi-service bookings, cancellation terms may be applied to each affected visit separately.
We may also cancel or postpone a booking if circumstances beyond our control make attendance impossible or unsafe. This may include severe weather, vehicle breakdown, staff illness, emergency situations, utility failures, or suspected hazardous conditions at the property. In such cases, we will use reasonable efforts to notify you promptly and arrange a new appointment. We are not responsible for indirect losses caused by a lawful cancellation or rescheduling where no negligence is involved.
Service standards and limitations are important because cleaning results depend on material type, carpet age, fibre condition, previous treatments, and pre-existing damage. We use professional methods intended to deliver a high standard of clean, but we do not guarantee complete removal of all stains, marks, odours, wear, shading, or fibre distortion. Some stains may be permanent or may reappear after drying due to wick-back, ingrained contamination, or chemical reaction.
Customers accept that carpets, rugs, and upholstery may respond differently to cleaning techniques. Natural fibres, delicate fabrics, older installations, and items that have been previously treated with unsuitable products may be at greater risk of shrinkage, colour bleed, pile change, texture alteration, or delayed drying. We will take reasonable care and may refuse to clean items if we consider the risk too high. Any advice we provide on suitability is given in good faith but does not amount to a guarantee of outcome.
If you ask us to proceed after we have highlighted a known risk, you do so at your own discretion and responsibility, except where the law requires otherwise. You are responsible for telling us about existing damage, weak seams, loose edging, colour instability, hidden flooring defects, moth damage, dampness, or previous repairs. Failure to disclose relevant information may limit or remove our liability for resulting issues.
Liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence, subject always to any rights that cannot be excluded under UK law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
We are not liable for pre-existing faults, wear and tear, hidden defects, or damage arising from the normal characteristics of the materials being cleaned. This includes colour fade already present, weakened fibres, carpet lifting, damaged underlay, unstable dyes, or items that deteriorate because of prior poor maintenance. We are also not responsible for loss or damage caused by third parties, pets, children, building defects, insufficient drying time due to environmental conditions, or the use of third-party products applied before, during, or after our visit.
Where we are found liable for loss or damage, our liability will ordinarily be limited to the reasonable cost of repair or rectification, or, where repair is not practical, a fair proportion of the price paid for the affected service, unless the law requires a different remedy. We are not responsible for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss. Customers are encouraged to protect valuable items and make back-up arrangements for delicate or irreplaceable belongings before cleaning begins.
Waste regulations and disposal apply to waste created during the cleaning process and any material that must be removed from the premises. We will handle waste in a responsible manner and in line with applicable environmental and waste-management requirements. This may include used packaging, disposable cloths, heavily contaminated debris, or waste water where disposal is necessary and lawful. We will use reasonable care to prevent pollution, nuisance, or unsafe disposal practices.
Unless otherwise agreed, customers remain responsible for removing household waste, personal items, and any non-cleaning-related rubbish from the property before the appointment. If contaminated waste, pest-related material, biohazard risks, or heavily soiled waste must be dealt with, we may decline the job, require special handling, or charge an additional fee where legal disposal is possible and appropriate. Any such material may be subject to separate rules and may require specialist containment, transport, or disposal arrangements.
Customers must not ask us to dispose of prohibited or dangerous waste unlawfully. This includes needles, sharp objects, chemical containers, asbestos-related material, regulated hazardous substances, or any waste that requires specialist licensing or handling beyond the scope of our service. If such items are discovered during the service, we may stop work, leave the area, and charge for time already spent if it is reasonable to do so. We reserve the right to report unsafe or unlawful conditions where required by law.
Access, safety, and property conditions are essential to the smooth delivery of carpet cleaning services. You must provide safe access to the property and ensure that any alarms, security systems, entry codes, parking permissions, or concierge requirements are arranged before arrival. We may refuse to continue if access is restricted, unsafe, or if the environment exposes our staff or equipment to avoidable risk. Where suitable access is not provided, any waiting time may be charged.
We may ask you to disclose risks relating to electricity, water, heating, ventilation, and fragile surfaces. Our equipment may require connection to power or water sources, and you are responsible for ensuring that such supplies are available and safe to use. We may refuse to use faulty sockets, unsafe fittings, or areas where there is evidence of damp, flooding, or structural instability. Our priority is to deliver the service safely and without creating unnecessary damage.
You are responsible for safeguarding cash, jewellery, documents, electronics, artwork, and any other valuables during the service. Although we aim to act carefully and respectfully inside every property, we cannot accept responsibility for unsecured items that are lost, misplaced, or damaged unless the loss is caused by our proven negligence. If you have concerns about particular belongings, please move them in advance or tell us clearly which rooms or objects need special attention.
Complaints and queries should be raised as soon as reasonably possible after the service. If you believe something has been overlooked, damaged, or completed below the agreed standard, please notify us promptly and provide sufficient information to assess the concern. We may ask for photographs, access to the affected area, or reasonable time to inspect and, where appropriate, return to rectify the issue. Allowing us the opportunity to review and correct the matter is an important part of the process.
Where a complaint is upheld, we may offer a re-clean, repair contribution, partial refund, or another fair remedy depending on the circumstances. The remedy offered will reflect the nature of the issue, the extent of the service already delivered, and any practical limits on what can be corrected. Nothing in this section affects your statutory rights under UK consumer law, where those rights apply.
Governing law and jurisdiction: these terms and any dispute arising from or connected with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any claim or matter that cannot be resolved informally. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.