Harefield Carpet Cleaners Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Harefield Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to commence work, the customer agrees to be bound by these terms. They are intended to create clear expectations about the scope of service, the booking process, payment, cancellations, liability, and other important matters relevant to the supply of carpet, upholstery, and related cleaning services.

In these terms, references to we, us, and our mean Harefield Carpet Cleaners. References to you and your mean the customer, whether an individual, business, landlord, tenant, managing agent, or other person who requests or authorises the service. These terms should be read together with any written quotation, estimate, booking confirmation, or service-specific instructions provided before work begins.

The wording below is designed to be practical and fair. It does not affect any rights that cannot be excluded under the law of England and Wales, including rights arising under applicable consumer law where relevant. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue to apply to the fullest extent permitted by law.

1. Booking Process

Bookings may be made by any accepted method we make available from time to time, including online enquiry, email, telephone, or through an authorised third party. A booking is not confirmed until we have acknowledged it and, where required, received any requested deposit, access details, or other information necessary to schedule the service. We reserve the right to decline or reschedule a booking where we cannot reasonably provide the service on the proposed date or at the proposed premises.

When you request a carpet cleaning service, you should provide accurate information about the property, the rooms or items to be cleaned, access restrictions, parking arrangements, relevant stains or odours, fabric type where known, and any pre-existing damage. If the information supplied is incomplete or inaccurate, the service may take longer, cost more, or produce different results than expected. We are entitled to rely on the information you provide when preparing a quotation or planning the appointment.

Any estimate or quotation provided before inspection is based on the details available at the time. It is not a fixed offer unless expressly stated in writing. If we inspect the premises before starting work and discover conditions materially different from those described, we may revise the price, alter the method, or decline to proceed where the revised scope is outside our capability or commercial terms. Where a booking is made on behalf of another person, the person placing the booking confirms they have authority to do so and to accept these terms on that person’s behalf.

2. Service Scope and Customer Responsibilities

Our services typically include the cleaning of carpets, rugs, upholstery, mattresses, and associated soft furnishings using professional methods appropriate to the fibres and condition presented. We will take reasonable care to use suitable equipment and cleaning agents, but the exact result may vary depending on age, wear, prior treatment, staining, fibre composition, and environmental conditions. Stubborn stains, permanent marking, water damage, dye transfer, and wear-related appearance may not be fully removable even where reasonable skill and care is exercised.

You must ensure that the work area is reasonably clear and accessible before the appointment. This includes moving fragile items, removing personal belongings from the immediate cleaning area, and providing access to electricity and, where relevant, water. If furniture removal is required, it must be agreed in advance. We are not obliged to move heavy, fixed, dangerous, or high-value items unless specifically agreed and carried out at your risk. You should also protect or remove valuables, documents, cash, jewellery, and irreplaceable items before work begins.

Where pets, children, vulnerable adults, or persons with allergies are present, you must take appropriate precautions. Although we use cleaning processes intended to be safe when correctly applied, freshly cleaned surfaces may remain damp and may require ventilation or restricted use for a period after completion. Any drying times given are estimates only and may be affected by temperature, airflow, carpet type, and humidity.

3. Pricing and Payment

Prices will usually be confirmed at the time of booking or after an inspection, depending on the nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT if applicable. Additional charges may apply where the work exceeds the originally agreed scope, where exceptional soiling is present, where access is difficult, or where waiting time is caused by circumstances outside our control. Any additional charge will be explained as soon as reasonably practicable.

Payment is due on completion of the service unless we have agreed alternative terms in writing before the appointment. We may request a deposit or advance payment to secure a date, particularly for larger bookings, repeat work, or appointments requiring reserved time or specialised materials. Where a deposit is paid, it may be non-refundable to the extent permitted by law and as set out in the booking confirmation. If we agree to invoice a business customer, payment must be made by the due date shown on the invoice.

Failure to pay on time may result in suspension of further services, recovery action, and the addition of reasonable debt recovery costs, interest, or administrative fees where allowed by law. You may not withhold payment because of a complaint unless we have expressly agreed a deduction in writing or a court has determined that a reduction is due. Any payment dispute should be raised promptly and in good faith so that it can be reviewed without unnecessary delay.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation occurs after we have reserved the appointment slot, prepared equipment, allocated labour, or incurred other costs, we may charge a cancellation fee that reflects our loss and reasonable expenses, subject always to applicable law. If you cancel at short notice, fail to provide access, or the work cannot proceed because the premises are unsafe or not ready, the full call-out fee or agreed minimum charge may be payable.

If you need to change the date or time, we will try to accommodate the request, but we cannot guarantee availability. Repeated changes may require re-quotation or a fresh deposit. We may also reschedule where weather, traffic, illness, equipment failure, supplier delay, or other circumstances outside our reasonable control make attendance on the original date impractical. In such cases, we will use reasonable efforts to arrange a new appointment at the earliest suitable time.

Either party may cancel a booking immediately if the other commits a serious breach of these terms or becomes insolvent, enters administration, or ceases trading. If work has already started and you ask us to stop, you must pay for the work completed, materials used, and any non-recoverable costs incurred up to the point of termination.

5. Liability and Limitations

We will carry out our services with reasonable care and skill. If we fail to do so, our liability will normally be limited to re-performing the relevant service or, where that is not reasonably practicable, providing a partial refund that reflects the unperformed or defective part of the service. This approach is intended to be fair and proportionate, and it does not reduce any liability that cannot legally be excluded.

We are not responsible for pre-existing damage, hidden defects, weak fibres, colour instability, manufacturing faults, previous poor repairs, or deterioration caused by age or normal wear. We are also not liable for damage caused by the customer’s failure to follow reasonable aftercare advice, by the presence of unsuitable flooring, by inadequate ventilation, or by actions taken by third parties after completion. Where fabric care labels or manufacturer instructions are missing or unclear, we may decline to treat certain items or may proceed at your risk if you instruct us to do so.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss arising from delay, unless the law requires otherwise. Our total liability arising out of any single booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law.

6. Waste Handling, Environmental Care, and Regulations

We operate in a manner intended to comply with applicable waste and environmental obligations in England and Wales, including rules relating to the storage, transport, and disposal of waste water, residues, packaging, and any removed materials. In ordinary circumstances, cleaning waste generated during the service will be handled by us in accordance with our procedures and the nature of the job. You agree that any waste produced as part of the service may be collected, contained, treated, or disposed of in a lawful and environmentally responsible way.

If the service involves the removal of contaminated materials, heavily soiled waste, damaged textiles, or items that require specialist disposal, you must disclose this in advance. We may refuse to remove or dispose of any item that is hazardous, clinically contaminated, unlawfully stored, or not suitable for transport. Where specialist disposal is required, additional charges may apply, and we may use authorised contractors or facilities where necessary. We are not responsible for waste that has not been properly identified by the customer before the appointment.

You must not ask us to carry out disposal or cleaning in a way that would breach waste regulations, local restrictions, environmental legislation, or health and safety requirements. If we reasonably believe a request could create a legal or environmental risk, we may refuse that part of the work without liability. The customer remains responsible for ensuring that access, storage, and disposal arrangements for any non-standard waste are lawful and appropriate.

7. Access, Safety, and Property Conditions

You must ensure that the premises are safe for our team to enter and work in. This includes providing accurate access instructions, warning us of any known hazards, and securing pets or other obstacles that may interfere with the service. If we encounter unsafe conditions, including exposed wiring, excessive damp, structural instability, asbestos concerns, aggressive animals, or hazardous substances, we may suspend work until the risk is removed. Where suspension is necessary, time spent attending the property may be chargeable.

We may take reasonable steps to protect surrounding surfaces and furnishings, but the customer remains responsible for informing us about delicate items, fragile décor, or surfaces that may be affected by moisture or cleaning products. Some furniture may need to be shifted slightly to clean underneath or around it, but we are not obliged to carry out dismantling, plumbing, electrical work, or other tasks outside the normal scope of carpet cleaning. Any special instructions should be given in advance and confirmed by us where accepted.

Where keys, codes, or unattended access arrangements are provided, you confirm that you have authority to grant such access and accept responsibility for any consequences resulting from inaccurate instructions or faulty arrangements not caused by our negligence. If we are unable to gain entry at the agreed time, the booking may be treated as a late cancellation.

8. Complaints, Variations, and Records

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that the issue can be assessed promptly. We may request photographs, a description of the concern, and an opportunity to inspect the relevant area before any remedy is considered. This does not affect your statutory rights where applicable. If a variation to the original service is requested during the appointment, we may agree to it verbally or in writing and charge accordingly.

We may keep records of bookings, communications, payments, site conditions, and service notes for administrative, legal, and quality control purposes. Any personal data collected in connection with a booking will be processed in accordance with applicable data protection law and our privacy arrangements, where relevant. You should ensure that all information supplied to us is accurate and up to date.

We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or expressly agreed otherwise. Continued use of our services after an update will constitute acceptance of the revised terms for future bookings.

9. Governing Law

These terms and any dispute or claim arising from or in connection with them, the booking, or the services provided 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 mandatory consumer rights provide otherwise. If any dispute arises, the parties should first attempt to resolve it through informal discussion and reasonable cooperation before commencing formal proceedings.

This document forms the standard service terms for Harefield Carpet Cleaners and is intended to provide a clear and balanced framework for the delivery of professional cleaning services. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms. Where a written quotation or booking confirmation contains additional service-specific conditions, those conditions shall apply alongside these terms unless they expressly conflict, in which case the written booking terms shall prevail to the extent of the conflict.

End of Terms and Conditions.