Terms and Conditions for Harmondsworth Carpet Cleaners
These Terms and Conditions set out the basis on which Harmondsworth Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. They are intended to be clear, practical, and fair, while protecting both the customer and the service provider. If any part of these terms is not understood, the customer should request clarification before the booking is confirmed.
Throughout these Terms and Conditions, references to “we”, “us”, and “our” mean Harmondsworth Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative placing the booking. These terms apply to standard cleaning appointments, quotation visits where relevant, emergency or short-notice bookings, and any additional cleaning tasks agreed in writing or verbally before or during the visit. Any special instructions given by the customer may be taken into account, but they do not override these terms unless expressly agreed in writing.
We reserve the right to amend these terms from time to time. The version in force at the time of booking will normally apply to your service unless a later version has been communicated and accepted before the appointment date. It is your responsibility to review the terms that apply to your order. If we make changes required by law, safety, insurance, or waste-handling obligations, those changes may take effect immediately where permitted by law.
Booking Process
Bookings may be requested by phone, email, online form, or other accepted methods, subject to availability. A booking is not binding until it has been accepted by us and, where required, any deposit or prepayment has been received. We may ask for details about the property, the surfaces to be cleaned, access arrangements, parking restrictions, estimated room sizes, and any stain, odour, or fabric concerns so that we can allocate suitable time and equipment. Accurate information helps us provide a reliable service and may affect pricing.
When a booking is made, we may provide an estimated arrival window, a list of expected tasks, and the basis on which the price is calculated. Unless otherwise stated, the quotation is based on the information supplied by the customer and is subject to change if the actual condition, area, fabric type, or level of soiling differs from what was described. If the customer asks us to carry out additional work on the day, this may be accepted at our discretion and may incur extra charges. 
We are not obliged to begin work until access is granted and all reasonable preconditions for the visit have been met.
It is the customer’s duty to ensure that the area is ready for cleaning. This includes moving fragile items, providing access to the property or relevant rooms, securing pets, and informing us of any health, safety, or access restrictions. Where parking, permits, lifts, keys, or entry codes are necessary, the customer must arrange these in advance unless we have agreed otherwise. Delays caused by incomplete preparation, restricted access, or inaccurate information may result in waiting charges, rescheduling, or cancellation fees.
Payments and Charges
All prices are quoted in pounds sterling unless stated otherwise. Charges may be fixed, hourly, area-based, or calculated according to the type and condition of the item or surface being cleaned. If a quote is provided, it is usually based on the information available at the time and may be revised if the actual work differs materially. We will normally explain any change before continuing, where practical to do so. The customer agrees to pay for all services authorised, including any extras requested during the appointment.
Payment is due immediately on completion unless a different arrangement has been agreed in writing in advance. We may accept cash, bank transfer, card payment, or other approved payment methods. For business customers, invoicing terms may be agreed separately and must be honoured by the due date stated on the invoice. Late payment may result in administration charges, debt recovery action, or the suspension of further services. Any discounts, promotions, or special offers are limited to the terms under which they were issued and may be withdrawn at any time for future bookings.
Additional charges may apply where the work becomes more complex than expected, including excessive soiling, animal waste, flood-related contamination, furniture moving beyond a reasonable level, or repeated treatment of stubborn stains. We may also charge for parking costs, congestion-related charges, congestion zone fees, tolls, or disposal-related costs if these have been agreed in advance or are unavoidable to complete the service. Unless otherwise agreed, all charges are exclusive of any applicable taxes that may lawfully be added to the final invoice.
Cancellations, Rescheduling, and No-Shows
You may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is received within the minimum notice period stated at the time of booking, no cancellation fee may apply. Where notice is shorter, or where our team has already been dispatched, we reserve the right to charge a cancellation fee reflecting the time reserved, travel incurred, and any costs reasonably suffered. The exact fee may vary depending on the size of the booking and the notice given.
If we arrive at the property and cannot gain access, are prevented from working, or the customer is not present when attendance is required, this may be treated as a late cancellation or no-show. In such cases, a call-out fee, waiting fee, or full appointment charge may be payable. We may also cancel or postpone a service if conditions on site are unsafe, if the customer has supplied incorrect information, or if essential equipment cannot be used safely. Where we cancel due to our own operational reasons, we will offer a refund of any prepaid amount for the cancelled service or arrange an alternative time.
Liability and Service Standards
We will use reasonable skill and care in delivering our cleaning services and will aim to achieve the best possible result within the time, fabric condition, and cleaning method available. However, carpet and fabric cleaning outcomes can vary depending on age, wear, pre-existing damage, fibre type, dye stability, past treatments, and the presence of permanent staining. Some marks may be reduced but not completely removed. The customer acknowledges that no cleaning process can guarantee full stain removal or restore items to a like-new condition.
We are not responsible for pre-existing defects, including weakened fibres, loose seams, shrinkage caused by previous cleaning or manufacturing, colour loss, hidden damage, rust, odours embedded deep within materials, or other conditions that cannot reasonably be detected before work begins. If we identify a risk that may affect the result, we may refuse to proceed with a particular process or may require the customer to accept the risk before continuing. Where a customer instructs us to continue against advice, that instruction is given at their own risk, subject always to any rights that cannot be excluded under law.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to that, our total liability for any claim arising out of a booking, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. We are not liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity.
Customer Responsibilities
The customer must ensure that the items or areas to be cleaned are suitable for the selected service. This includes checking care labels where available, notifying us of delicate fabrics or special treatments, and removing valuable, fragile, or easily damaged items from the working area. It is also the customer’s responsibility to disclose stains or contamination that may involve biological matter, bodily fluids, chemicals, or other hazardous substances. We may refuse certain tasks if they present a health, safety, or equipment risk.
If water supply, electricity, ventilation, or safe working access is required, the customer must provide it unless agreed otherwise. Where furniture must be moved, the customer should clear personal items beforehand. We may move lightweight furniture at our discretion, but we are not required to move heavy, fixed, antique, or valuable items. If we assist with movement, this is done on a reasonable-efforts basis only and at the customer’s risk unless damage is caused by our negligence. Any instruction to clean behind or under items that were not previously accessible may involve extra time or charge.
Customers must also ensure that children, pets, and other occupants are kept away from wet or treated surfaces until safe to use. It is advisable to allow sufficient drying time before placing furniture, mats, or other objects back onto cleaned areas. We may provide general aftercare information, but the customer remains responsible for following suitable precautions once the service has been completed.
Waste Regulations and Disposal
We operate in accordance with applicable UK waste handling and environmental requirements. Normal carpet and upholstery cleaning generates wastewater, residues, filters, packaging, and other limited waste streams, which we will manage responsibly. Where waste removal or disposal is required as part of the service, it will be handled in a lawful and environmentally appropriate manner. We may segregate waste where necessary and use approved disposal routes for materials that cannot be discharged or discarded with ordinary domestic waste.
The customer must inform us in advance if the property contains contaminated materials, excessive soiling from sewage, mould, bodily fluids, chemical spills, sharps, or any item that may be regulated as hazardous waste. Such conditions may require specialist treatment, protective measures, or refusal of service. We are under no obligation to handle hazardous waste unless we have expressly agreed to do so and have the appropriate means and legal authority to manage it safely. Any additional compliance or disposal costs may be added to the final price.
The customer must not ask us to dispose of prohibited items, illegal substances, or waste that we cannot lawfully transport, hold, or transfer. If we believe that any material on site may breach waste or environmental rules, we may stop work immediately and leave the premises if necessary for safety or compliance. In such circumstances, the customer remains responsible for payment for work already carried out and for any non-recoverable costs reasonably incurred.
Complaints, Delays, and Force Majeure
If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible so that we may inspect the issue and consider a remedy. Where appropriate, we may offer a re-clean, partial refund, or other reasonable solution. Any complaint should be raised promptly and with sufficient detail to allow us to investigate. We may require photographs, access to the relevant area, and a reasonable opportunity to assess the claim before any decision is made.
We are not responsible for delay or failure to perform where this is caused by events beyond our reasonable control. Such events may include severe weather, traffic disruption, accidents, illness, equipment failure, power outage, supply shortages, civil disturbance, fire, flood, or legal restrictions. If a force majeure event prevents performance, we will attempt to rearrange the service within a reasonable time. Where payment has been made for work not delivered because of such an event, we will refund any amount attributable to the undelivered portion unless an alternative arrangement is agreed.
Any waiver or failure by us to enforce a term on one occasion does not mean that the term is waived permanently. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. The headings are included for convenience only and do not affect interpretation.
Governing Law
These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction, except where a consumer has the right to bring proceedings in another court with lawful jurisdiction. These terms are intended to operate alongside any mandatory statutory rights that apply to consumers or business customers under UK law.
Nothing in these terms is intended to affect your statutory rights where those rights cannot be excluded or limited. If you are a consumer, you may have additional rights under relevant consumer protection law. If you are a business customer, your own purchasing conditions will not apply unless expressly accepted by us in writing. In the event of any conflict between these terms and a specific written agreement signed by both parties, the written agreement shall take precedence to the extent of the inconsistency.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. Harmondsworth Carpet Cleaners aims to provide a professional and dependable service based on transparency, lawful practice, and reasonable care. These terms are designed to support a smooth service experience for all parties while reflecting the practical realities of professional carpet cleaning.
