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 cleaning services, including rug cleaning, upholstery cleaning, stain treatment, and related care services. By making a booking, the customer agrees to be bound by these terms. For the purposes of this document, references to “we”, “us”, and “our” refer to Hampstead Carpet Cleaners, and references to “you” or “the customer” refer to the person requesting or accepting the service.

These terms are designed to create a clear understanding of how our carpet cleaning services operate, what is included in a booking, how payments are handled, and what responsibilities apply to both parties. We aim to provide a fair, transparent, and professional service, while also ensuring that all work is carried out safely and in compliance with applicable UK law. If any provision is found to be unenforceable, the remainder of these Terms and Conditions shall continue in full force.

By requesting a service from Hampstead Carpet Cleaners, you confirm that you have read and understood these Terms and Conditions. If you are booking on behalf of a landlord, tenant, managing agent, company, or another third party, you confirm that you have authority to accept these terms on their behalf. Nothing in these terms affects any rights you may have under mandatory consumer law.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking may be made by telephone, email, online form, or any other channel we make available from time to time. When making a booking for carpet cleaning in Hampstead or any other service area we cover, you must provide accurate information about the property, access arrangements, the type and number of items to be cleaned, and any special requirements, such as delicate fabrics, pet stains, or recent water damage.

When a quotation is provided, it will normally be based on the information supplied by you. If the actual condition, size, quantity, or complexity of the work differs from the information given, we may revise the quotation accordingly before starting the service. A quote is not a fixed offer unless we expressly state that it is fixed in writing. We reserve the right to decline a booking where access is unsafe, the work requested falls outside our normal scope, or the customer requests services that cannot be completed in a lawful or practical way.

It is your responsibility to ensure that the premises are ready for the appointment. This includes making sure that the relevant areas are reasonably clear, that electricity and water are available if needed for the service, and that any valuable, fragile, or easily moved items are removed or protected before we arrive. We may refuse to start work if the area is not adequately prepared or if conditions make the task unsafe. In such cases, a call-out charge or cancellation fee may apply.

2. Service Scope and Customer Responsibilities

Our Hampstead carpet cleaners provide professional cleaning services using equipment and products that are suitable for the job as assessed on arrival or as agreed in advance. We will use reasonable care and skill in carrying out the service, but some stains, odours, wear marks, dye transfer, shading, or pre-existing damage may not be removable. Cleaning results can vary depending on fibre type, fabric condition, prior treatment, and environmental factors. Any statement about likely results is an estimate only unless we have expressly guaranteed a specific outcome in writing.

You agree to disclose all known issues that may affect the work, including prior attempts at stain removal, mould, infestation, structural defects, loose seams, colour instability, damp, hidden electrical hazards, or flooring that is already damaged. If you fail to disclose important information and this leads to damage, delays, or additional work, you may be responsible for the resulting costs. We may take reasonable steps to protect surrounding areas, but we are not responsible for moving heavy furniture unless this has been agreed in advance. Small movable items should be cleared before the appointment unless otherwise arranged.

Where our service involves steam cleaning, hot water extraction, stain treatment, deodorising, or similar methods, you acknowledge that some surfaces may require drying time and that ventilation may be necessary. We are not liable for inconvenience caused by drying time, unless this arises from our negligence. The customer should avoid walking on cleaned areas until it is safe to do so and should follow any aftercare advice we provide. If aftercare instructions are not followed, this may affect the final result and any claim you later make.

3. Payments

Payment terms will be confirmed at the time of booking or before the work begins. Unless agreed otherwise, payment is due on completion of the service and must be made immediately using one of the accepted payment methods. We may require a deposit for larger jobs, specialist treatments, commercial works, or repeat appointments. Any deposit requested will be used to reserve the appointment and may be non-refundable in certain circumstances, as explained in the cancellation section below.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on our current trading position. Where VAT applies, this will be made clear. If the scope of work changes during the visit, we may adjust the price to reflect the additional time, materials, labour, or specialist equipment required. If you refuse to pay for additional agreed work, we may decline to continue with the service.

Late payment may result in administrative charges, interest, recovery costs, or referral to a debt collection process where lawful. If payment is made by card, bank transfer, or other electronic means, you must ensure that the payment is authorised and cleared. Any chargeback or reversed payment that is not justified may be treated as a breach of contract. Title to any materials or goods supplied by us does not pass until full payment has been received.

4. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel within the period notified to you at the time of booking, a fee may be charged to cover lost time and administration. For example, where an appointment has been reserved and we are unable to fill the slot, we may charge a cancellation fee that reflects the preparation and opportunity cost involved. Any deposit already paid may be used to offset this fee where permitted by law.

If you are a consumer booking services at a distance or off-premises, you may have rights under the Consumer Contracts Regulations 2013, including a right to cancel within 14 days in some cases. However, if you request that we begin the service during the cancellation period, you may be required to pay for work already carried out and may lose the right to cancel once the service has been fully completed. We will provide relevant information where required by law.

If we arrive at the property and cannot complete the service because of lack of access, incorrect information, unsafe conditions, absence of the customer where required, parking restrictions, or failure to provide utilities or permission to proceed, we may treat this as a late cancellation or unsuccessful visit. In such cases, the full or partial booking fee may still be payable. If we need to leave and return due to circumstances outside our control, additional charges may apply.

5. Liability and Limitation of Responsibility

We will carry out our work with reasonable care and skill. If we cause direct damage to your property through proven negligence, we may, at our discretion, arrange repair, replacement, or compensation up to the reasonable value of the affected item, subject to these terms and any applicable insurance arrangements. You must notify us of any alleged damage as soon as possible and in any event within 24 hours of completion, unless a longer period is required by law. Failure to notify us promptly may affect our ability to investigate the issue.

We are not responsible for pre-existing defects, hidden weaknesses, natural wear and tear, colour loss, shrinkage, fading, adhesive failure, deterioration caused by age, or damage caused by unsuitable materials. This includes cases where a carpet, rug, or upholstered item reacts unpredictably to cleaning despite being treated in a manner that is appropriate for its stated condition. In particular, we cannot be liable where a customer has asked us to clean an item against our advice or has declined a recommended test patch.

Nothing in these Terms and Conditions 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. Subject to that, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any damage that was not reasonably foreseeable at the time the contract was formed. Our total liability for any claim arising from a service shall not exceed the amount paid for that specific service, except where mandatory law provides otherwise.

6. Waste Regulations and Environmental Compliance

We are committed to operating in compliance with applicable UK waste and environmental regulations, including the proper handling of wastewater, residues, packaging, and any waste produced in the course of providing our carpet cleaning services. We aim to dispose of waste responsibly and in accordance with legal requirements and good practice. Customers must not ask us to dispose of waste illegally, and we reserve the right to refuse any request that could result in a breach of environmental law.

Where our work creates wastewater, sludge, used filters, contaminated cloths, or removed debris, we will manage these materials in a lawful and appropriate manner. In some cases, the customer may be responsible for providing access to suitable drainage or disposal arrangements, particularly where the property has unusual restrictions. You must also ensure that any materials you ask us to handle do not contain hazardous substances unless this has been disclosed and expressly agreed in advance.

If we identify materials that appear to be hazardous, including but not limited to chemicals, sharps, biological contaminants, mould growth, or pests, we may suspend the service until the issue has been properly assessed. We are not licensed to handle all forms of regulated waste, and we will not knowingly act outside the scope of our permissions or obligations. Where specialist disposal is required, separate arrangements may be necessary and additional charges may apply.

7. Complaints, Issues, and Remedies

If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we can investigate the matter. We may ask for photographs, a description of the issue, or access to inspect the affected area. We encourage customers to give us the opportunity to review and, where appropriate, remedy the concern before any third-party intervention. This does not affect any statutory rights you may have as a consumer.

If a complaint is upheld, our remedy may include re-cleaning the affected area, carrying out additional treatment, offering a partial refund, or agreeing another reasonable solution. The appropriate remedy will depend on the circumstances of the case and the extent of the issue. We will act reasonably and in good faith when considering complaints, but we are not obliged to provide a remedy where the issue is caused by factors outside our control or by the customer’s own actions.

Any claim relating to the quality of the work should be raised promptly and supported by relevant information. We may decline claims that are made long after the service has been completed, especially where the condition of the item may have changed due to use, cleaning by another party, weather, humidity, or normal household activity. The customer must take reasonable steps to preserve the item and mitigate any loss after a problem is discovered.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK. Nothing in this clause limits any statutory consumer rights that cannot be waived by contract.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or the scope of our services. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law. If any part of these terms is found invalid or unenforceable, that part shall be severed and the remaining provisions shall continue to apply.

By proceeding with a booking, you acknowledge that you have read the complete terms set out above and agree to be bound by them. These terms form the entire agreement between you and Hampstead Carpet Cleaners in relation to the booked services, subject to any written variation agreed by both parties. No statement made by staff, agents, or representatives shall override these terms unless confirmed in writing.