Hammersmith Carpet Cleaners Service Terms and Conditions

These service terms and conditions apply to all bookings made with Hammersmith Carpet Cleaners for domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, and related stain-treatment services. By making a booking, the customer agrees to be bound by these terms. For clarity, references to “we”, “us”, and “our” mean Hammersmith Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service or the person responsible for payment.

These terms are intended to set out the basis on which our carpet cleaning services are provided. They cover the booking process, pricing and payment, cancellations and changes, service limitations, liability, waste handling, and the governing law that applies to the agreement. Nothing in these terms affects your statutory rights as a consumer where applicable.

We may update these terms from time to time to reflect changes in law, operating procedures, or the way our Hammersmith Carpet Cleaners service is delivered. The version in force at the time of booking will normally apply to that booking unless a change is required by law.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking may be made by telephone, email, online enquiry, or any other method we make available. When placing a booking, you must provide accurate and complete information, including the service address, type of cleaning required, access details, approximate room sizes, and any known issues such as heavy staining, pet odours, or specialist fabrics.

We may request photographs, measurements, or additional details before confirming the appointment. This helps us assess the work, estimate the time required, and determine whether any specialist equipment or treatment is needed. If the information you provide is incomplete or inaccurate, we may need to revise the quote, amend the schedule, or decline the booking.

A booking confirmation may include the service date, estimated arrival window, scope of work, and any special conditions agreed in advance. Please check the confirmation carefully and notify us promptly if any details are incorrect. It is your responsibility to ensure that the property is ready for cleaning at the agreed time and that we can access the areas to be cleaned safely and without delay.

2. Access, Preparation, and Customer Responsibilities

You must ensure that the working area is reasonably clear of personal items, fragile objects, and obstructions before we arrive. Where heavy furniture or delicate items are present, you may need to move them in advance unless we have agreed otherwise. We will not be responsible for delays caused by restricted access, insufficient parking, building entry issues, or failure to prepare the area appropriately.

You are responsible for informing us of any known risks, including electrical faults, water supply issues, structural problems, hidden stains, pre-existing damage, or items that may be sensitive to moisture or cleaning agents. If the property contains hazardous materials, sharp objects, excessive waste, mould beyond normal surface contamination, or infestations, we may suspend or refuse the service until the issue is addressed.

Where pets are present, you must keep them secure during the visit. We may pause the service if pets interfere with safe working conditions. If the premises are occupied by children, vulnerable persons, or other individuals requiring supervision, you remain responsible for their care and safety throughout the appointment.

3. Pricing and Payments

Our prices may be based on room count, floor area, fabric type, stain condition, minimum booking fee, or a tailored quotation. Any estimate provided before inspection is based on the information supplied by you and may change if the actual condition, size, or complexity of the job differs from what was described. If additional work is required on arrival, we will explain any revised charge before proceeding where reasonably practicable.

Unless stated otherwise, payment becomes due on completion of the service. We may accept payment by bank transfer, debit card, credit card, or another approved method. In some cases, a deposit or pre-authorisation may be required to secure the booking, particularly for larger jobs, commercial appointments, or repeat cancellations. Any deposit terms will be explained at the time of booking.

Late or failed payments may result in recovery action, suspension of future bookings, and the addition of reasonable costs incurred in collecting overdue sums, where permitted by law. If a payment is disputed, you must notify us promptly with full details so the issue can be reviewed. You may not withhold payment for reasons unrelated to the service actually supplied.

All quoted prices are exclusive of any work outside the agreed scope. For example, the removal of furniture, specialist stain restoration, or extra treatment for heavily soiled areas may involve additional charges. Where we agree to provide such extras, they will be treated as part of the service order and billed accordingly. Any discount or promotional offer applies only if the stated conditions are met and cannot be exchanged for cash unless required by law.

4. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel too late, we may charge a cancellation fee to cover loss of time and preparation costs. The amount of any fee may depend on how much notice was provided, whether materials or staff were reserved for your appointment, and whether the slot could reasonably have been filled by another customer.

If we arrive at the property and cannot carry out the work because of lack of access, unsafe conditions, incorrect information, or absence of an authorised person, the booking may be treated as a late cancellation or failed visit. In such cases, a call-out fee or minimum charge may apply. We will always act reasonably and take the circumstances into account, but repeated missed appointments may lead to refusal of future work.

We may need to reschedule due to illness, equipment failure, severe weather, transport disruption, or any event outside our control. If we do so, we will try to arrange an alternative date as soon as reasonably possible. We are not responsible for indirect losses caused by rescheduling, although we will make reasonable efforts to minimise inconvenience.

5. Service Limitations and Results

Our carpet cleaning services are designed to improve the appearance and hygiene of carpets and related soft furnishings, but we cannot guarantee complete removal of all stains, odours, wear marks, shading, or permanent discolouration. Some fibres and dye treatments are inherently delicate, and some marks may be impossible to fully remove without risking damage.

Before starting work, we may carry out a visual inspection and test a small area where appropriate. If we believe a fabric, surface, or stain presents a risk of damage, we may decline treatment or limit the cleaning method used. Our technicians may recommend a gentler process or alternative treatment where the risk of adverse effects is significant.

You acknowledge that previous cleaning attempts, age, poor maintenance, sun fade, fibre wear, or chemical contamination may affect the final outcome. For this reason, variations in shade, texture, and finish can occur even where the service has been performed with due care. Such changes do not necessarily mean that the work was defective.

Drying times are estimates only and depend on ventilation, fabric type, room temperature, and humidity. We may provide aftercare suggestions, but responsibility for managing ventilation and protecting cleaned areas after completion rests with you. Any advice we give is offered in good faith and should be followed at your own discretion, taking account of your property and household circumstances.

6. Liability and Insurance

We will carry out our Hammersmith carpet cleaning services with reasonable care and skill. If we cause damage through negligence, our liability will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, wear, and condition before the incident. We do not accept responsibility for pre-existing defects, hidden damage, or deterioration that becomes visible during or after cleaning.

To the fullest extent permitted by law, we are not liable for loss of profit, loss of business, loss of opportunity, loss of goodwill, or any indirect or consequential losses arising from the service. 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 lawfully be excluded.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service. You should keep the affected item available for inspection and take reasonable steps to minimise further loss. Failure to report a claim promptly may affect our ability to investigate.

7. Customer Items, Fixtures, and Property Conditions

We take reasonable care when moving light furniture if this is included in the service, but we are not required to move items that are heavy, fixed, fragile, valuable, or unsafe to handle. Please remove loose items, electronics, ornaments, documents, and valuables before the appointment. We are not responsible for items left in the working area unless the loss or damage is caused by our negligence.

Any fixtures, fittings, or flooring that are loose, defective, poorly installed, or already damaged may be at greater risk during cleaning. If we identify such conditions, we may proceed only on the basis that you accept the risk, or we may refuse to continue. This is especially relevant where carpets are already worn, lifted, water-damaged, or previously altered by another contractor.

Where a stain, residue, or odour may require specialist treatment, we may advise that additional cleaning sessions are needed. A single visit may not always achieve the desired effect, and repeated treatment can sometimes be necessary. Decisions about further work will be made in consultation with you, subject to suitability and safe working conditions.

8. Waste Regulations and Disposal

We will dispose of waste arising from our service in a lawful and environmentally responsible manner. This may include used cloths, filters, packaging, residual solution, and non-hazardous cleaning waste generated during the job. We will not remove or transport hazardous waste, clinical waste, asbestos, chemical containers, batteries, sharps, or any other regulated material unless this has been expressly agreed in writing and is permitted by law.

You must not ask us to dispose of prohibited waste or concealed refuse from the property. If we discover such material while carrying out the service, we may stop work and require you to arrange appropriate specialist removal. We may also charge for any time already spent on site if the service cannot continue safely or lawfully.

9. Force Majeure

We are not responsible for any delay or failure to perform our obligations caused by events beyond our reasonable control. These may include extreme weather, flooding, fire, strikes, transport disruption, power outages, public health restrictions, accidents, or equipment supply issues. If such an event occurs, we will try to contact you as soon as reasonably possible and agree a revised arrangement where practical.

If a force majeure event continues for an extended period, either party may cancel the affected booking without liability for further performance, although any sums already paid for work not yet carried out may be refunded where appropriate. Nothing in this clause affects rights that cannot be excluded under applicable law.

10. Complaints and Dispute Handling

If you are dissatisfied with any aspect of the service, please raise the matter promptly so it can be reviewed. We may request photographs, a description of the issue, and an opportunity to inspect the area concerned. We aim to resolve concerns fairly and proportionately, which may include re-treatment, partial refund, or another reasonable remedy depending on the circumstances.

Any complaint should be made within a reasonable time after the service date. Delays in reporting may make it difficult to verify the issue or determine the cause. This clause does not limit your legal rights, but it helps both parties deal with concerns efficiently and transparently.

11. Data and Privacy

We may collect and use personal information needed to process your booking, manage payments, communicate service updates, and keep business records. We will handle such data in accordance with applicable data protection law. We will not use your information for unrelated purposes without a lawful basis.

12. Severability

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force. Where possible, the invalid part shall be interpreted in a way that best reflects the original intention while remaining lawful.

13. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. By booking with Hammersmith Carpet Cleaners, you agree that the contract is formed and performed under this legal framework.