Terms and Conditions for Hackney Carpet Cleaners

These Terms and Conditions set out the basis on which Hackney Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to be bound by these terms, which are intended to be clear, fair, and consistent with applicable UK consumer law. They cover the booking process, payment terms, cancellations, liability, waste handling, and the governing law that applies to any dispute. For the avoidance of doubt, these terms apply to all carpet cleaning services, upholstery treatments, rug cleaning, stain removal, and related specialist work carried out by the company.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Hackney Carpet Cleaners, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. A booking is accepted only when we confirm it in writing, by email, message, or other recorded method. Any estimate, quotation, or proposed schedule is provided on the basis of the information available at the time and may be revised if the condition, size, fibre type, access, or level of soiling differs from the information supplied during the booking process.

These terms are designed to protect both parties and to ensure that carpet cleaning work is carried out safely, professionally, and with realistic expectations. Nothing in these terms affects your statutory rights under UK law. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply. By proceeding with a booking, you confirm that you have read, understood, and accepted the conditions described below.

Booking Process

All Hackney carpet cleaning bookings are subject to availability. When requesting a service, you must provide accurate information about the property, the items to be cleaned, any known stains or damage, parking restrictions, access limitations, and any special requirements. We rely on the information supplied by you when preparing an estimate and allocating time, equipment, and personnel. If the information later proves inaccurate or incomplete, we may adjust the price, reschedule the appointment, or decline to proceed if the work is unsafe or impractical.

A booking is not guaranteed until we have confirmed it. Confirmation may include the agreed date, approximate arrival window, service type, and any relevant conditions. Hackney Carpet Cleaners reserves the right to refuse or cancel a booking where there is a conflict of interest, unsafe access, suspected fraud, non-payment history, or any other reasonable operational concern. We may also require a deposit for larger or specialist jobs, particularly where equipment, chemicals, or extended labour are needed.

On the day of the appointment, you or an authorised representative must be present unless alternative arrangements have been agreed in advance. We require suitable access to the property, water, electricity, and the areas to be cleaned. If access is delayed, incomplete, or prevented because of circumstances within your control, we may treat this as a late cancellation or charge waiting time at a reasonable rate. Where parking charges, congestion fees, or access permits are required, you are responsible for arranging and paying for them unless we agree otherwise in writing.

Service Conditions and Customer Responsibilities

Before cleaning begins, you should remove breakables, valuables, pets, and personal items from the work area. We will take reasonable care when moving light furniture only where agreed, but we are not responsible for items that are not moved by us. You should also disclose any issues such as weakened seams, loose dye, pre-existing wear, shrinkage risk, hidden damp, moth damage, or previous cleaning attempts. Some materials may react unpredictably to moisture, heat, agitation, or cleaning agents, and we cannot guarantee the complete removal of all stains, odours, or marks.

Our services are delivered using professional methods selected at our discretion based on the surface type and condition. In some cases, we may refuse to clean an item if we believe the risk of damage is too high or if the material is unsuitable for wet cleaning. Pre-treatment, rinsing, extraction, deodorising, and protective treatments are offered where appropriate, but results will vary according to fibre composition, previous contamination, and the age of the stain. Any timeframes provided are estimates only and are not a guarantee of exact completion time.

You agree to ensure that the property is in a reasonably safe condition for our team to work. This includes informing us of any hazards such as exposed wiring, unsafe flooring, fragile fixtures, pest activity, bodily fluids, mould, asbestos concerns, or restricted ventilation. If we identify a serious risk during the appointment, we may stop the work immediately. In such cases, you may still be charged for the time spent, materials used, and any preparatory work already completed.

Payments

Payment terms will be confirmed at the time of booking or before work begins. Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept bank transfer, card payment, or another approved method. Cash payments, where accepted, must be made in full at the end of the appointment. No deduction or set-off may be made unless required by law or agreed by us in writing.

Quoted prices are based on the information supplied before attendance and may change if the actual work differs materially from the description provided. Examples include additional rooms, heavier soiling, unexpected stain treatment, furniture moving, difficult access, or extended drying requirements. If additional charges arise, we will explain the reason before continuing where reasonably practical. For larger commercial or specialist carpet cleaners in Hackney projects, we may issue an invoice with a payment deadline stated on the document.

If payment is not made when due, we reserve the right to charge reasonable late-payment administration fees and/or statutory interest where permitted by law. You will also be responsible for any reasonable costs incurred in recovering unpaid sums, including debt recovery expenses and legal fees, to the extent allowed by applicable law. Any discount, promotion, or special rate is offered at our discretion and may be withdrawn, amended, or limited to certain services, dates, or property types.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice as soon as possible. Unless we agree otherwise, cancellations made with less than 24 hours’ notice may incur a charge to cover allocated labour, transport, and preparation. Where a deposit has been paid, it may be retained in whole or in part depending on the notice given and the costs already incurred. Hackney Carpet Cleaners will act reasonably when applying cancellation fees and will consider the circumstances of each case.

If you are not available at the agreed time, fail to provide access, or are unable to proceed because of missing information or insufficient preparation, we may treat the appointment as cancelled by you. In that event, you may be charged the full or partial service fee, depending on the time reserved and work lost as a result. We may reschedule without charge where the change is caused by our operational issues, vehicle failure, illness, severe weather, or other events beyond our reasonable control.

We reserve the right to cancel or postpone an appointment if conditions make it unsafe or impractical to continue, including but not limited to power failure, water outage, health and safety concerns, aggressive behaviour, or extreme weather. If we must cancel for reasons within our control, we will offer a new appointment date or refund any prepayment made for the affected service. This does not limit any rights you may have under consumer law where a service is not provided with reasonable care and skill.

Liability

We will exercise reasonable care and skill in delivering our carpet cleaning service, but we do not accept liability for pre-existing damage, hidden defects, manufacturing faults, colour loss, shrinkage, water marking, or deterioration caused by age or unsuitable materials. Natural fibres and delicate textiles may react differently to cleaning processes, and some outcomes cannot be predicted with certainty before treatment begins. We are not liable for indirect loss, loss of profit, loss of opportunity, or consequential damage arising from use of the service, except where such exclusion is prohibited by law.

If damage is caused directly by our negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account the item’s age, condition, and depreciation. 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 legally be excluded under English law. Customers are responsible for advising us of any items of special value or importance before the appointment begins.

Where chemicals, water, or equipment are used in the course of the job, you accept that some residual moisture, odour, or visible change may remain temporarily after treatment. Drying times are influenced by ventilation, temperature, humidity, pile depth, and the nature of the fibre. We are not responsible for mould, odours, or secondary issues that arise because a customer fails to ventilate the area properly, places items back too soon, or uses the cleaned area before it is appropriately dry.

Waste Regulations and Environmental Handling

We operate in line with applicable UK waste and environmental rules. Wastewater, used filters, packaging, soil, and contaminated materials may be collected, retained, or disposed of in a manner that complies with environmental standards and local disposal requirements. We will not knowingly discharge waste in a way that breaches regulations. Any waste generated during the service remains subject to our handling procedures, and we may remove small quantities of debris, residue, or disposable materials if this is part of the agreed work.

You must tell us in advance if the property contains hazardous materials, bodily fluids, sharps, pest infestation, biological contamination, asbestos, or any other regulated waste. Such materials require specialist handling and may fall outside a standard Hackney Carpet Cleaners appointment. We may refuse to handle any item or substance that, in our opinion, should be treated as hazardous or controlled waste. If specialist disposal is necessary, additional charges may apply and separate arrangements may be required.

Cleaning chemicals, spotters, and protectants are chosen with regard to safety and practical effectiveness. Although we aim to minimise environmental impact, some products are necessary for performance and sanitation. You agree not to interfere with our waste-handling process or ask us to dispose of prohibited items. Where legally required, we may provide information about materials used, but we are not obliged to provide technical data unless relevant to the service or required by law.

Complaints, Changes, and Service Limitations

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so we can investigate. Complaints should describe the issue clearly and include any relevant details about the location, item, or treatment performed. We may request photographs, access to the item, or other information to assess the matter fairly. Where a valid issue is identified, we may offer a return visit, partial refund, or other appropriate remedy at our discretion and in accordance with consumer law.

We may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a change is required by law or agreed by both parties. Any variation to the scope of work, price, or service date must be confirmed in writing. Verbal promises not recorded in writing will not form part of the agreement unless required by statute. Hackney Carpet Cleaners is not obliged to carry out work outside the agreed scope, even if such work is requested during the appointment.

Promotions, discounts, and bundled offers may be limited by time, availability, property type, or minimum spend. They cannot be exchanged for cash and may not be used in combination unless stated. Where a service depends on third-party conditions, such as building access, landlord permission, or parking approval, you are responsible for obtaining those permissions in advance. Failure to do so may delay or prevent completion of the work and may still result in charges.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer protection rules provide otherwise. Nothing in this clause affects your rights as a consumer to bring a claim in the appropriate court where the law allows.

This agreement is intended to provide a fair framework for the provision of professional cleaning services while balancing customer expectations with operational realities. By booking carpet cleaners Hackney, you acknowledge that service outcomes can vary according to material condition, usage history, and environmental factors. The objective is to deliver a reliable and transparent service in a manner consistent with reasonable care and skill, good practice, and relevant legal obligations.

For clarity, these Terms and Conditions form the entire agreement between the parties in relation to the specific service booked, except where a written amendment has been made. If any clause is interpreted narrowly or broadly by a court, the remainder will continue in force. The headings are provided for convenience only and do not affect interpretation. By proceeding with a booking, you confirm that you have the authority to accept these terms and that you understand their effect.