Terms and Conditions for Hackney Wick Carpet Cleaners

These Terms and Conditions set out the basis on which Hackney Wick Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, and related fabric maintenance services within the United Kingdom. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. For clarity, references to “we”, “us”, and “our” mean Hackney Wick Carpet Cleaners, and references to “you” and “your” mean the customer who requests the service.

These terms are intended to be clear, fair, and practical. They are designed to explain how bookings are made, how charges are calculated, what happens if a visit is cancelled or postponed, the limits of our responsibility, and the rules that apply to waste disposal and environmental compliance. They do not affect any rights you may have under UK consumer law, including rights relating to services that are not provided with reasonable care and skill.

By using our services, you confirm that you are legally capable of entering into a binding contract and that you are either the property owner, the occupier, or have obtained appropriate permission to arrange the service. If you book on behalf of another person, you are responsible for making sure that these terms are understood and accepted by that person before the appointment takes place.

1. Booking Process

Bookings for carpet cleaning in Hackney Wick or any other service area are accepted subject to availability and confirmation. A booking request may be made through the channels we provide from time to time, and it must include accurate information about the property, the type of flooring or fabric to be treated, the number and approximate size of rooms or items, parking or access issues, and any condition that may affect the service. We rely on the information you provide when preparing a quotation or scheduling an appointment.

Once you submit a request, we may provide an estimate or quotation based on the details supplied. Unless expressly stated otherwise, quotations are based on standard working conditions and normal levels of soiling. If the property condition, room dimensions, access, or materials differ materially from what was described, we may revise the price before starting work. A quotation is not a fixed offer unless we confirm it as such in writing.

A booking is only confirmed when we have accepted your request and, where applicable, received any required deposit or prepayment. Confirmation may be given verbally, electronically, or in writing. We reserve the right to decline a booking where we consider the job unsafe, unsuitable, or outside our service scope. If we arrive and cannot complete the work because the information provided was inaccurate or incomplete, a call-out or cancellation charge may apply.

2. Access, Customer Responsibilities and Preparation

To enable us to carry out the service efficiently, you must provide safe, reasonable access to the property and the areas to be cleaned. This includes arranging entry, ensuring water and electricity supplies are available, and removing fragile or valuable items from the work area where appropriate. If furniture must be moved, this must be discussed in advance because some items may be too heavy, fixed, or unsuitable to move without risk. We may refuse to move certain items if doing so could cause damage or injury.

You are responsible for advising us of any known stains, previous treatments, dye transfers, water damage, moth infestation, underlay problems, delicate fibres, or hidden defects. Different materials react differently to cleaning products and equipment, and some results cannot be guaranteed. Wool, silk, viscose, natural fibres, antique rugs, and specialist fabrics may require cautious treatment and may have inherent risks such as colour migration, shrinkage, or texture change. By proceeding, you acknowledge that our team may advise limitations or alternative methods.

We also ask that pets are secured, children are kept away from equipment, and the work area is prepared so that the appointment can begin on time. If we are unable to start because the site is not ready, the visit may be shortened, rescheduled, or charged as a wasted appointment. This applies equally to carpet cleaning services, upholstery jobs, stain treatment, and any add-on work agreed at the time of booking.

3. Payment Terms

Payment terms for Hackney Wick carpet cleaners services are confirmed at the time of booking or before work begins. We may request a deposit, advance payment, or full payment depending on the size of the job, the nature of the service, or the level of risk involved. Unless stated otherwise, payment is due immediately on completion of the work. We may accept cash, card, bank transfer, or other payment methods notified to you in advance, but we are not obliged to accept every method at every appointment.

All prices are shown in pounds sterling unless we state otherwise. Where VAT applies, it will be included or added as required by law. Prices may vary if the scope of work changes, if extra rooms or items are added, or if special cleaning products, stain removal procedures, or extended labour are needed. Any additional charge will be explained before the extra work is carried out wherever reasonably possible.

If payment is not made when due, we reserve the right to suspend further work, withhold completion certificates or receipts where relevant, and recover any reasonable costs incurred in pursuing the outstanding balance. You remain liable for any valid charge arising from the service, including agreed extras, cancellation fees, or charges caused by inaccurate booking information. If a third party is paying on your behalf, you remain responsible for ensuring payment is received in full.

4. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us reasonable notice. Where possible, please notify us as soon as you know that a change is needed. We understand that circumstances can change, but short-notice cancellations may create genuine loss because time, staff, and equipment have already been allocated. Accordingly, we may apply a cancellation fee if a booking is cancelled close to the scheduled time or if we are turned away on arrival.

If we need to cancel or change your appointment because of illness, severe weather, traffic disruption, equipment failure, safety concerns, or any other reasonable cause beyond our control, we will seek to offer an alternative date or time. We will not normally be responsible for any indirect loss caused by such changes, but we will act reasonably and communicate with you as soon as practical. We may also pause or stop work if conditions on site become unsafe or if continuing would risk damage to property or equipment.

For large or specialist jobs, we may require a deposit to secure the appointment. If you cancel after a deposit has been taken, the deposit may be retained to cover administration and reserved time, unless otherwise required by consumer law or unless we agree to a different arrangement in writing. This policy applies to all carpet cleaners in Hackney Wick appointments and to related fabric-care bookings.

5. Service Standards, Liability and Limitations

We will perform our services with reasonable care and skill, using suitable equipment and professional cleaning methods appropriate to the surface or item being treated. However, cleaning outcomes can vary due to age, wear, pre-existing damage, fibre type, prior treatments, and the condition of stains or odours. We do not guarantee complete stain removal, restoration to original condition, or the elimination of all odours, especially where the source has penetrated beneath the visible surface. Some marks may be permanent even after repeated treatment.

Our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for pre-existing defects, hidden damage, manufacturer faults, unsuitable materials, or issues arising from your failure to disclose relevant information. We are also not liable for loss of profit, loss of opportunity, inconvenience, or any indirect or consequential loss. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

If damage is alleged, you must notify us as soon as reasonably possible and before the affected area is altered, cleaned again, or repaired by anyone else, so that we can inspect the issue. We may offer to investigate, repair, re-clean, or compensate where appropriate, but any remedy will be proportionate and subject to our assessment and applicable legal obligations. Your statutory rights are not affected by this clause.

6. Waste Regulations, Environmental Handling and Disposal

We aim to operate in a responsible manner and to comply with all applicable UK waste and environmental rules. Cleaning work may create wastewater, removed debris, packaging, or disposable materials. Where practical, waste will be minimised, separated, and handled in accordance with relevant regulations. We do not knowingly dispose of hazardous waste in ordinary waste streams, and we will not ask you to place controlled waste in a manner that breaches legal requirements.

Some jobs may involve wastewater, pre-treatment residues, contaminated cloths, or removed materials that require careful disposal. You agree that we may take reasonable steps to collect and contain such waste during the service, including the use of sealed containers or suitable recovery equipment where necessary. If the work reveals substances that are potentially hazardous, such as mould contamination, biological matter, chemical residues, or pest-related debris, we may suspend the service and advise that specialist treatment or disposal is required.

You are responsible for disclosing anything on the premises that may trigger special handling requirements. If additional disposal or compliance measures are needed because of materials present on site, we may charge reasonably for the extra time, equipment, or disposal costs involved, provided such charges are lawful and agreed where required. We will not undertake any disposal activity that would breach environmental law, local authority rules, or duty-of-care obligations.

7. Property Care, Keys, and Security

Where we are entrusted with keys, alarms, access codes, or security instructions, we will use them only for the purpose of carrying out the booked service and will take reasonable care to store or handle them securely. You should ensure that any access arrangements are accurate and that we are notified promptly of any changes. If a key or access method is provided by a third party, you remain responsible for confirming that we are authorised to use it.

We may photograph areas before, during, or after the service for operational records, quality control, or evidence of condition, provided this is done respectfully and in compliance with applicable privacy obligations. Such images may be used internally to document the work carried out and to support any dispute resolution process. We will not intentionally record private content unrelated to the service.

We are not responsible for valuables left in treated areas, for items that were not removed as requested, or for hidden objects beneath furniture, rugs, or floor coverings. You should check that the workspace is clear before the appointment begins. Any assistance we provide in moving items or arranging rooms is offered as a courtesy and does not create an obligation to inspect every object in detail.

8. Complaints, Disputes and Governing Law

If you are unhappy with any aspect of our service, please raise the matter promptly so that we can review it fairly. We may ask for photographs, a description of the issue, and reasonable access to inspect the relevant area. Many concerns can be resolved quickly by discussion and, where appropriate, by remedial cleaning or another proportionate remedy. You agree to give us a reasonable opportunity to investigate and, if suitable, put matters right before pursuing any external action.

These terms and any dispute or claim arising out of or in connection with them, or with the services we provide, 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 provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time your booking is confirmed will normally apply to that booking unless a change is required by law. By continuing to use our services, you acknowledge that you have read, understood, and agreed to the current terms governing Hackney Wick Carpet Cleaners and our associated carpet cleaning services.