Terms and Conditions for Carpetcleaning Hounslow Services
These terms and conditions set out the basis on which Carpetcleaning Hounslow provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to start work, the customer agrees to be bound by these terms. Please read them carefully, as they explain the booking process, payment arrangements, cancellation rights, liability limits, waste handling, and the governing law that applies to all services. For the purposes of these terms, the expressions “we”, “us”, and “our” refer to Carpetcleaning Hounslow, and “you” or “the customer” means the person, business, landlord, tenant, or other party requesting the service.
These conditions apply to all carpet cleaning and related fabric-cleaning work carried out by us, including stain treatment, deodorising, pre-inspection, fibre testing where appropriate, and the safe use of equipment and cleaning agents. They are designed to be fair and transparent, while also protecting both parties from misunderstandings. In some cases, a separate written quotation, service note, or special agreement may apply; if there is any conflict, the specific written agreement will take priority over these general terms to the extent of that conflict.
Any reference to a “quote” or “estimate” means a price given before the service begins, based on the information available at the time. Unless we specifically state otherwise, all prices are subject to a final inspection on site, as the actual condition, room layout, item size, access, and staining may differ from the information initially provided. We reserve the right to revise the quote if the service scope changes, if additional rooms or items are added, or if the customer requests extra treatments during the appointment.
Booking Process
Bookings are accepted only when we have confirmed availability and the customer has provided accurate details about the service required. A booking may be requested by phone, email, online form, message, or any other channel we make available from time to time. The customer should provide sufficient information about the property, the number and type of rooms or items, access arrangements, parking considerations, and any known issues such as pet odours, heavy soiling, or prior spillages. If incorrect or incomplete information is provided, we may amend the quotation, reschedule the service, or decline to proceed where necessary.
A booking is not fully secured until we issue a confirmation or the customer otherwise receives clear written or verbal acknowledgement from us. Where a deposit is requested, the appointment may be held provisionally until the deposit has been received and cleared. We may refuse or cancel a booking if we believe the appointment cannot be completed safely, lawfully, or within the available timeframe. The customer is responsible for ensuring that someone with authority to approve the work is available at the property at the agreed time, unless a different arrangement has been agreed in writing.
To help avoid delay, the customer should prepare the area in advance by removing small personal items, fragile objects, and valuables from the work area. We may move lightweight items where practical, but we are not obliged to lift heavy furniture, disconnect appliances, or handle items that may cause damage or injury. If access is restricted or the property is not reasonably prepared for cleaning, we may not be able to begin work immediately and may charge for wasted attendance time where appropriate and permitted by law.
Payments and Charges
Unless stated otherwise in the quotation, payment is due immediately on completion of the service on the same day. We may accept cash, bank transfer, card payment, or other methods made available by us from time to time. Any deposit paid in advance will be deducted from the final amount due unless the booking is cancelled in a way that allows the deposit to be retained under these terms. All prices are quoted in pounds sterling and, where applicable, may include VAT or other taxes as stated at the time of booking.
The customer must pay the full amount shown on the invoice or receipt, including any additional agreed services, parking charges, congestion-related costs, or other extras notified in advance or fairly incurred while carrying out the work. If the final cost changes because the actual service required is broader than initially described, we will explain the adjustment before proceeding where reasonably possible. If payment is not made on completion, we reserve the right to charge statutory interest on overdue sums and recover reasonable costs of collection in accordance with applicable law.
We may also require advance payment in circumstances such as repeat bookings, large-scale work, out-of-hours appointments, or where the customer has previously failed to pay promptly. Any discount, promotion, or special price is offered at our discretion and may be withdrawn or amended before the booking is confirmed. Discounts cannot usually be combined unless expressly stated. Failure to pay may result in suspension of further services and, where appropriate, legal action to recover the debt.
Cancellations, Rescheduling, and Delays
The customer may cancel or reschedule a booking by giving us reasonable notice. For standard appointments, at least 24 hours’ notice is normally required. If less notice is given, we may charge a cancellation fee to cover costs, time reserved, and any travel or preparation already undertaken. Where a deposit has been taken, it may be retained in full or in part as a genuine pre-estimate of loss or as otherwise permitted by law, especially where the slot could not reasonably be reallocated.
If we need to cancel or rearrange an appointment because of illness, equipment failure, unsafe conditions, severe weather, traffic disruption, or other events outside our reasonable control, we will notify the customer as soon as practicable and offer an alternative date where possible. We are not liable for delay caused by matters beyond our control, including road closures, property access issues, building works, or the customer not being present when required. In such cases, a waiting-time charge or aborted visit fee may apply if our attendance has already begun.
If the customer asks us to delay work after our team has arrived, or if we are unable to proceed because the property is not ready, we may treat this as a late cancellation or wasted appointment. Rebooking is always subject to availability. Where a same-day reallocation is possible, we will try to be flexible, but flexibility does not waive any applicable fee unless we expressly agree otherwise in writing. Repeated last-minute changes may result in refusal of future bookings.
Service Standards and Customer Responsibilities
We will use reasonable skill and care in providing carpet cleaning services and will aim to complete the work to a professional standard appropriate to the materials and the condition of the item being treated. However, cleaning results can vary due to fibre type, pre-existing wear, previous cleaning history, age, colourfastness, and the nature of stains or contamination. Some stains may be permanent or may improve only partially. We do not guarantee complete removal of every mark, odour, or visible sign of use.
The customer must tell us before work begins about any special risks, including delicate fibres, loose dye, water-sensitive materials, underfloor heating, fragile seams, hidden damage, infestation, mould, or contamination involving bodily fluids or hazardous substances. If relevant information is withheld, we are not responsible for damage that could have been avoided had the risk been disclosed. We may refuse to clean items that appear unsafe, unsuitable, or likely to be harmed by standard methods. In such circumstances, our decision is final unless a suitable alternative method is agreed.
Liability and Limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, our total liability arising from any booking, whether in contract, tort, breach of statutory duty, or otherwise, is limited to the total amount paid or payable for the specific service giving rise to the claim. We are not liable for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, loss of goodwill, or business interruption.
We are not responsible for pre-existing damage, hidden defects, structural issues, colour loss, shrinkage caused by material weakness, or deterioration that becomes apparent after cleaning but was not caused by our negligence. If a complaint is raised, the customer must allow us a reasonable opportunity to inspect the area and, where appropriate, attempt a remedy. Claims should be made as soon as reasonably practicable after the service and in any event within a reasonable period, supported where possible by photographs and a clear description of the issue.
Any recommendation we make about aftercare, drying time, ventilation, or temporary use of the cleaned area should be followed by the customer. We are not liable for damage caused by re-soiling, premature use, moving furniture back too early, or failing to protect the area after treatment. Where furniture, fittings, or flooring are moved at the customer’s request, the customer accepts the associated risk unless our negligence directly causes loss. The customer should ensure valuables and fragile items are removed or protected before work starts.
Waste Regulations and Environmental Handling
We aim to carry out all work in compliance with applicable waste regulations, environmental standards, and duty-of-care obligations. Waste arising from cleaning activities, including used cloths, filters, dirty water, residue, and packaging, will be handled and disposed of responsibly. Where we remove waste from the site, we will do so only in accordance with lawful requirements and any relevant local or national rules. We may separate waste streams where necessary and use approved disposal routes where required.
The customer must not ask us to dispose of materials that are hazardous, unlawful, or improperly packaged unless this has been specifically agreed in advance and can be lawfully managed. If we discover contaminants that may require special handling, such as chemicals, needles, asbestos-related debris, or biohazardous matter, we may stop work immediately and take whatever steps are reasonably necessary for safety. Additional charges may apply where specialist disposal, protective equipment, or extra time is required. The customer remains responsible for declaring any such risks before the appointment.
Complaints, Remedies, and Data Handling
If the customer believes a service has not been carried out in line with these terms, they should notify us promptly and provide reasonable details of the concern. We will review the matter and, where appropriate, may offer a re-clean, partial refund, or other proportionate remedy. Any remedy is offered at our discretion and in a manner that is fair, lawful, and appropriate to the circumstances. A remedy does not imply liability beyond what is set out in these terms.
We will use the customer’s information only for booking administration, service delivery, invoicing, record-keeping, legal compliance, and related operational purposes. We will take reasonable steps to keep personal information secure and to limit access to those who need it for legitimate business reasons. Personal data will be handled in accordance with applicable UK data protection law. By booking with us, the customer agrees that we may retain service records for as long as reasonably necessary for accounting, legal, and customer-service purposes.
We may record operational details of jobs, including before-and-after notes, stain descriptions, and treatment methods, for internal quality control and dispute handling. Any photographic records are used only for legitimate business purposes unless the customer has expressly agreed otherwise. We do not sell customer data for marketing use by third parties. The customer must ensure that any information provided is accurate, complete, and not misleading, as we may rely on it when planning the work and assessing risk.
General Provisions
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in force. A failure by us to enforce any right or remedy immediately does not amount to a waiver of that right or remedy. No variation of these terms is effective unless agreed by us in writing or clearly confirmed through an updated service document. These terms represent the entire agreement between the parties in relation to the service, unless a separate written contract states otherwise.
Nothing in these terms creates a partnership, employment relationship, or agency arrangement between the customer and us beyond the service contract described here. The customer may not transfer rights or obligations under the booking without our prior written consent. We may assign or subcontract parts of the service where appropriate, provided the standard of work and customer protection are not materially reduced. Any subcontractor used will be expected to follow equivalent professional standards and legal obligations.
Governing Law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any matter that cannot be resolved amicably between the parties. Nothing in this clause affects any mandatory consumer rights that apply under UK law. If a customer is a business rather than a consumer, the same governing law and jurisdiction will apply unless a separate written agreement states otherwise.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms and conditions for Carpetcleaning Hounslow. We may update these terms from time to time to reflect changes in our business practices, legal requirements, or service arrangements. The version in force at the time of booking will apply to that booking unless a later update is expressly agreed. For the avoidance of doubt, continued use of our services after any update constitutes acceptance of the revised terms where lawful and appropriate.
