South Hackney Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which South Hackney Carpet Cleaners provides domestic and commercial carpet cleaning services, upholstery cleaning, rug care, stain treatment, and related fabric maintenance services. By placing a booking with us, you agree to be bound by the terms below. Please read them carefully before confirming any appointment. These terms are designed to be clear, fair, and consistent with UK consumer law and standard service practices.
The purpose of this document is to explain how our carpet cleaning service operates, what we require from customers, how payments are handled, and where responsibility lies if issues arise. We aim to deliver a professional carpet cleaning service in South Hackney and beyond, but certain conditions are necessary to protect both parties and to ensure the service can be completed safely and effectively. References to “we”, “us”, and “our” mean South Hackney Carpet Cleaners; “you” and “your” mean the customer placing the booking.
These terms apply to all standard and specialist services supplied by our team, whether the booking relates to a one-off clean, end-of-tenancy work, a post-renovation refresh, or a recurring maintenance visit. The wording may occasionally refer to the “company”, “technicians”, or “operatives” and these are all part of South Hackney Carpet Cleaners. By proceeding with a booking, you confirm that you have authority to request the service and that you accept these terms on behalf of yourself and, where relevant, any other occupants or owners.
1. Booking Process
Bookings may be made by the channels we make available from time to time. When you request a carpet cleaning appointment, you must provide accurate details about the property, the items to be cleaned, access conditions, parking or entry requirements, and any relevant service concerns such as heavy staining, pet damage, delicate fibres, or previous chemical treatment. We rely on the information you provide to estimate the work involved and to plan the correct equipment and products for your carpet and upholstery cleaning appointment.
A booking is not confirmed until we have acknowledged the request and, where applicable, received any required deposit or pre-authorisation. We may decline or reschedule a booking if the requested service is not suitable, if access is inadequate, if the property presents health and safety concerns, or if we reasonably believe that the service cannot be carried out to an acceptable standard within the quoted timeframe. Any estimate given before the visit is based on the information available at the time and may be adjusted if the actual conditions differ materially from the description provided.
2. Service Preparation and Customer Responsibilities
Before our team arrives, you must ensure the areas to be cleaned are reasonably accessible and safe to work in. This includes removing small personal items, fragile objects, obstructive furniture where agreed, and any valuables that could be damaged during the cleaning process. We may move light furniture as part of the service if it is safe to do so, but we are not obliged to move heavy, fixed, or hazardous items. You should also advise us of any issues such as hidden wiring, broken flooring, loose fittings, dampness, or existing damage to the property or carpets.
Where our South Hackney carpet cleaning team uses water-based extraction or stain treatment, the cleaning process may involve a degree of drying time, ventilation, and limited re-entry to the treated area. You are responsible for maintaining a suitable environment after the service, including heating or airflow if recommended, and for keeping children and pets away from damp areas until safe. If you fail to prepare the property adequately or do not disclose important details, we may need to alter the service, charge an additional amount, or, in serious cases, treat the booking as cancelled by you.
3. Pricing and Payments
All prices are normally quoted in pounds sterling and may be stated as fixed rates, starting prices, or tailored quotes based on the size and condition of the work. Unless expressly stated otherwise, quoted prices exclude unusual contamination, severe staining, additional rooms, specialist fibre treatment, moving of heavy furniture, parking charges, congestion or access fees, and any other extras that become necessary once work begins. If the actual work differs from the original description, we may revise the price before proceeding.
Payment is due in full on completion of the service unless another arrangement has been agreed in writing. We may require a deposit for larger bookings, peak periods, or specialist jobs. Accepted payment methods may vary and will be advised at the time of booking or invoicing. If payment is not made when due, we may charge reasonable late payment costs and reserve the right to recover any sums owed through lawful means. Title to any goods supplied, where applicable, remains with us until full payment is received.
4. Cancellations, Amendments, and Missed Appointments
You may cancel or amend a booking by giving reasonable notice. If notice is received within the period we specify at the time of booking, any deposit may be refunded or transferred at our discretion, subject to administrative costs where permitted by law. If cancellation occurs at short notice, or if our team arrives and is unable to begin work due to lack of access, incorrect information, unsafe conditions, or no responsible person being present, we may charge a cancellation fee or the full call-out fee to cover lost time and expenses.
We may also need to reschedule or cancel an appointment due to staff illness, severe weather, equipment failure, unsafe working conditions, or circumstances beyond our control. In such cases, we will make reasonable efforts to offer a new appointment time. We will not be responsible for losses arising from a rescheduled visit where the delay is caused by events outside our reasonable control, provided we act fairly and keep you informed as soon as practical.
5. Liability and Limitations
We will perform our services with reasonable care and skill as required under UK law. However, carpet cleaning involves water, pressure, detergents, agitation, and stain-removal techniques that may produce variable results depending on the age, condition, construction, and history of the textile. We do not guarantee complete stain removal, colour restoration, fibre repair, or the elimination of all odours, particularly where damage is old, permanent, or previously treated with unsuitable products. We may decline to treat items that we believe are at risk of damage.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited under English law. Subject to that, we are not liable for indirect or consequential losses, loss of income, loss of business, loss of enjoyment, or any special damages arising from the service. If we are found liable for damage to property caused by our negligence, our responsibility will ordinarily be limited to the reasonable cost of repair or replacement, taking depreciation into account and subject to the evidence available.
6. Pre-Existing Damage, Sensitive Materials, and Customer Disclosures
We cannot accept responsibility for pre-existing faults, wear and tear, structural defects, colour loss, shrinkage, seam splitting, hidden marks, odours, or previous poor treatment that becomes apparent during or after cleaning. It is your responsibility to inform us of any delicate, antique, handmade, wool-rich, silk, viscose, or otherwise sensitive materials before the service starts. We may request that you sign a disclaimer or agree to specific treatment limitations where a fabric’s condition warrants caution. If you choose to proceed against our advice, you do so at your own risk.
If we are asked to clean items containing embedded debris, biological contamination, or heavy soiling, we may need to use additional pre-treatment, longer dwell times, or repeated passes. While we will always try to improve the appearance and hygiene of the affected areas, some residues may remain visible or may reappear as the material dries. We are not responsible for damage caused by pre-existing water ingress, mould, rot, infestation, or any condition that could not reasonably be discovered before work commenced.
7. Waste Regulations and Responsible Disposal
We operate in accordance with applicable UK waste regulations and environmental standards. Any wastewater, removed debris, packaging, and consumable waste arising from the service will be handled responsibly and disposed of through lawful and appropriate methods. Where waste is collected from a customer premises, ownership of the waste may transfer to us only for the purpose of lawful transport, treatment, and disposal. You must not ask us to dispose of prohibited or hazardous materials unless we have expressly agreed and are legally permitted to do so.
You are responsible for informing us of any known contamination, including substances that may require specialist handling or regulated disposal. If we discover waste that is hazardous, restricted, or unsuitable for normal handling, we may stop work immediately and seek further instructions or specialist support. Any additional disposal, cleaning, reporting, or protective measures needed because of undisclosed waste or contamination may be charged to you. We also expect customers to comply with environmental rules relating to product storage, drainage, and the safe use of cleaning agents after our visit.
8. Health and Safety
We reserve the right to withdraw our staff from any site that we consider unsafe, abusive, or unsuitable for work. This includes situations involving aggression, illegal activity, unsafe electrics, exposed hazards, dangerous animals, excessive clutter, or any condition likely to place technicians at risk. Our operatives may refuse to proceed until the issue is resolved. If the appointment cannot continue because of a safety concern attributable to the property, you may still be charged for the visit or for the portion of work already completed.
Customers must ensure that the cleaning area is reasonably ventilated and that any instructions provided by our team are followed, including temporary avoidance of the treated area, keeping heat sources away from damp textiles, and not replacing furniture too soon if doing so would cause marking or transfer of moisture. We are not liable for damage that arises because you or another person ignores aftercare advice, re-enters the area too early, or uses third-party products on freshly cleaned materials without guidance.
9. Complaints and Service Issues
If you believe there is a problem with the service, you should notify us within a reasonable time after completion and provide enough detail for us to assess the matter. Where appropriate, we may offer a re-clean, inspection, or other reasonable remedy. Any complaint must relate to the specific service provided and should be supported by relevant information, including photographs where helpful. We will review the matter fairly and in good faith, but we are not obliged to accept claims where the issue results from post-service misuse, natural drying changes, or factors outside our control.
Where a remedial visit is offered, it will usually be limited to the original work area and to the issue raised, not to unrelated damage or new stains that appear later. We reserve the right to inspect the area before agreeing any remedy. If a dispute cannot be resolved informally, either party may pursue the matter through the courts or any other lawful process available under these terms.
10. Variations, Severability, and Governing Law
We may update these Terms and Conditions from time to time to reflect changes in our services, legal obligations, or business practices. The version in force at the time you make your booking will normally apply to that booking unless a later change is required by law. If any provision in these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall be treated as a waiver of that right.
These terms and any dispute or claim arising from them, whether contractual or non-contractual, 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 consumer law gives you the right to bring proceedings elsewhere. These conditions are intended to support a fair relationship between the customer and South Hackney Carpet Cleaners while maintaining a professional standard across every carpet cleaning service we deliver.
