Hounslow Carpetcleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Hounslow Carpetcleaning provides domestic and commercial cleaning services. By booking a service with us, the customer agrees to these terms, which are designed to make the process clear, fair, and consistent. Throughout these terms, references to we, us, and our mean Hounslow Carpetcleaning, and references to you or the customer mean the person requesting or accepting the service.

These terms apply to all carpet cleaning and related services supplied by Hounslow carpet cleaning, including upholstery cleaning, stain treatment, deodorising, and other maintenance work agreed in advance. They are intended to operate alongside any written quote, booking confirmation, or service note issued before the appointment. If any specific written agreement conflicts with these terms, the written agreement will apply only to the extent of that conflict.

We aim to provide a professional and reliable carpet cleaning service in Hounslow and across surrounding areas, while keeping our contractual terms straightforward. Please read these conditions carefully before making a booking. If you do not agree with them, you should not confirm the appointment. Proceeding with a booking, paying a deposit, or allowing work to begin will be treated as acceptance of these terms.

1. Booking Process

All bookings are subject to availability and to the customer providing accurate information about the property and the work required. When you request a service from Hounslow Carpetcleaning, you may be asked for the type of surface, approximate room size, access conditions, presence of stains, drying expectations, and any special requirements. We use this information to prepare an estimate and to determine whether any additional equipment, time, or treatment products may be required.

A booking is only confirmed once we have accepted the request and, where applicable, received any required deposit or advance payment. The confirmation may be provided verbally, in writing, or by electronic message. Any estimated arrival time is approximate and may change due to traffic, weather, or earlier appointments overrunning. We will make reasonable efforts to keep you informed if a delay occurs.

The customer is responsible for ensuring that the service location is ready for work at the agreed time. This includes providing access, ensuring electricity and water are available unless otherwise arranged, and moving small or fragile items where appropriate. If we arrive and are unable to start because the premises are not accessible or sufficiently prepared, we may charge a wasted visit fee or reschedule at our discretion.

2. Service Scope and Customer Responsibilities

Our quotations and bookings are based on the information provided by the customer. If the actual condition of the carpets, rugs, or upholstery differs materially from the description given, we may revise the price, adjust the treatment method, or decline to proceed with part of the service. Examples include heavy contamination, pet damage, hidden staining, oversaturation, or delicate fibres that require specialist handling. Any variation will be discussed before additional work is carried out where reasonably possible.

The customer must ensure that any items of value, breakables, documents, ornaments, or personal belongings are removed from the work area before cleaning begins. We are not responsible for moving heavy furniture unless this has been agreed in advance. Where furniture is moved as part of the service, it will usually be done only if safe and practical. We do not guarantee that all items can be repositioned exactly as before if floor coverings, walls, or furniture designs make this difficult.

We will take reasonable care when carrying out a carpet cleaning or related service, but the customer acknowledges that certain materials may react unpredictably to water, heat, agitation, or cleaning solutions. Some stains may be permanent or may reappear after drying due to wick-back or pre-existing contamination. Natural fibres, old textiles, colour-fastness issues, and previous poor treatment may all affect results. No assurance is given that every mark, odour, or defect can be fully removed.

3. Payments

Prices may be quoted as fixed fees, room rates, item rates, or time-based charges, depending on the nature of the job. Unless otherwise stated, quotations are valid for a limited period and may change if the scope of work changes. All prices are stated in pounds sterling and may be subject to VAT where applicable. Any additional work requested on the day will be charged separately and should be approved by the customer before it begins.

Payment is due immediately on completion of the service unless a different arrangement has been agreed in writing beforehand. We accept payment methods specified at the time of booking or invoice issue. If a deposit is required to secure the appointment, it may be non-refundable in accordance with the cancellation terms below. Failure to pay on time may result in recovery action, administrative charges permitted by law, and the suspension of future bookings.

Where the customer disputes an invoice, they should notify us promptly and provide the reason for the dispute. Undisputed amounts remain payable on the original due date. We reserve the right to withhold further services, certificates, or follow-up visits until all outstanding balances are settled in full, except where doing so would be unlawful.

4. Cancellations, Rearrangements, and Waiting Time

The customer may cancel or rearrange a booking by giving reasonable notice. If notice is given sufficiently in advance, no cancellation charge may apply. However, where a booking is cancelled at short notice, or where a team is already allocated and travel has begun, we may charge a cancellation fee to cover lost time, fuel, staff allocation, and administrative costs. Any deposit paid may be retained to the extent necessary to cover those losses.

If the customer asks to reschedule, we will try to offer an alternative date, subject to availability. Repeated changes may result in a revised quotation or the requirement for a further deposit. If we need to cancel or postpone due to circumstances beyond our control, including illness, severe weather, equipment failure, road closures, or supply disruption, we will offer a new appointment time or refund any prepayment for the affected service where appropriate.

We allow a reasonable waiting period if the customer is delayed, but if access is not granted within that period, the appointment may be treated as cancelled by the customer and a call-out or wasted visit charge may apply. If work is interrupted because of circumstances at the property, including water failure, power failure, aggressive behaviour, or unsafe conditions, we may stop work immediately and charge for services already provided.

5. 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 be excluded under UK law. Subject to that, our total liability arising from any booking shall be limited to the amount paid or payable for the service in question, except where a higher limit is required by law.

We are not liable for indirect or consequential losses, including loss of income, loss of business opportunity, loss of profit, loss of data, inconvenience, or emotional distress, whether arising in contract, tort, or otherwise. We are also not responsible for pre-existing damage, concealed defects, weakened seams, worn fibres, colour loss, shrinkage, staining caused by prior treatments, or deterioration caused by normal wear and tear.

The customer must notify us of any concern as soon as reasonably possible after completion of the service and in any event within a reasonable time after the issue becomes apparent. We may request photographs, inspection access, or other supporting information before considering any remedial action. If a claim is found to relate to factors outside our control, including inaccurate information supplied by the customer or the inherent condition of the materials, no liability will arise.

6. Waste, Environmental, and Disposal Regulations

We operate in accordance with applicable UK waste regulations, environmental requirements, and duty-of-care obligations. Wastewater, used consumables, disposable cloths, and contaminated materials will be handled responsibly and disposed of in a lawful manner. We aim to minimise environmental impact by using measured product quantities, appropriate containment methods, and disposal routes suitable for the nature of the waste produced.

The customer must not ask us to dispose of hazardous materials, needles, bodily fluids, asbestos-containing material, chemical waste, or any item that requires specialist collection unless this has been expressly agreed in advance and can lawfully be handled by us. If such material is discovered during the job, we may pause or stop the service and request further instruction. Any additional collection, containment, or removal costs may be charged to the customer where permitted by law.

Where cleaning produces residue or extracted material that must be removed from site, we will decide the most appropriate disposal method in line with legal and practical requirements. The customer agrees to cooperate with any reasonable waste-segregation measures and to provide accurate information about known contamination. If the site conditions prevent lawful disposal or safe waste handling, we may decline to continue with the service without liability for the interruption.

7. Access, Safety, and Property Condition

The customer must ensure that the property is safe for our personnel to enter and work in. This includes informing us of trip hazards, loose flooring, electrical issues, gas appliances, blocked exits, pest infestations, or any other condition that may create risk. We may refuse to begin or continue work if, in our opinion, the environment is unsafe or unsuitable. In such cases, any charge already incurred may still be payable.

Although we take reasonable precautions, cleaning work can involve moisture, cables, hoses, and cleaning agents. The customer should keep children, pets, and unauthorised persons away from active work areas. We are not liable for incidents caused by failure to observe safety instructions, nor for damage caused by items left in areas being treated. You are responsible for protecting floors, walls, fittings, and valuables that are vulnerable to incidental contact.

If the customer requests that we work around fixed furniture, fitted units, or delicate surfaces, we will use reasonable care but cannot guarantee that all areas will be accessed or cleaned to the same standard as fully accessible surfaces. Any limitation caused by restricted access will not constitute a breach of contract. The same applies where the design, age, or condition of the material makes complete treatment impractical.

8. Complaints, Remedial Work, and Disputes

If you believe the service has not been carried out in line with the booking or these terms, you should raise the concern promptly so that we can review it. We may offer an inspection, explanation, remedial attempt, or partial adjustment where appropriate. Any remedial work is offered at our discretion and does not amount to an admission of liability unless expressly stated.

Where remedial work is offered, the customer must provide a reasonable opportunity for us to inspect and, if appropriate, revisit the property. If a third party is instructed to alter, treat, or clean the same area before our inspection, our ability to assess the matter may be affected and any related claim may be reduced or rejected. We do not accept liability for issues caused by further use, over-wetting, heat damage, or subsequent treatments carried out by others.

Any dispute not resolved informally will be dealt with under the governing law and jurisdiction provisions below. The parties agree to act reasonably and to attempt to resolve matters without unnecessary escalation. Nothing in this section prevents either party from seeking legal advice or using any mandatory alternative dispute resolution process where required.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 requires otherwise. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force.

The headings in this document are for convenience only and do not affect interpretation. A failure by us to enforce any right or provision will not constitute a waiver of that right or provision. These terms may be updated from time to time, and the version in force at the time of booking will apply to the service arranged unless a later written variation is agreed.

By confirming a booking with Hounslow Carpetcleaning, you acknowledge that you have read, understood, and accepted these terms. They are intended to protect both parties and to ensure that every carpet cleaning service is delivered on a clear and professional basis. If any additional terms are agreed for a specific job, those terms will apply alongside this document so far as they do not conflict.