Hanworth Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Hanworth Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, upholstery cleaning, rug cleaning, and related stain treatment or hygiene-focused work. By making a booking, confirming an appointment, or allowing our technicians to begin work, the customer agrees to be bound by these terms. They are designed to create a fair and transparent service relationship, while also reflecting applicable UK consumer and business law.

In these terms, “we”, “us”, and “our” mean Hanworth Carpet Cleaners. “You” and “your” mean the person or business booking the service, including any authorised representative acting on your behalf. These terms apply to all services we provide unless we agree otherwise in writing. Any special arrangements, written quotations, or additional service notes are part of the agreement only where expressly confirmed by us.

We may update these terms from time to time to reflect changes in law, business practice, or service operations. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. If any term is found to be invalid or unenforceable, the remaining terms will continue to apply.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made through the channels we make available, and it is only confirmed when we have accepted the appointment and, where required, received any requested deposit or booking confirmation. A quotation provided before the appointment is based on the information you give us, including room sizes, fabric type, level of soiling, access issues, parking restrictions, or any special treatment required. If the facts differ from what was described, the final price may change.

When arranging a carpet cleaning service with Hanworth Carpet Cleaners, you must provide accurate and complete details. This includes whether carpets are wool, synthetic, blend, or specialist fibre; whether there are pets, strong odours, visible stains, prior cleaning attempts, or any risk factors such as fragile backing or loose fitting. We may refuse to carry out work that is unsuitable, unsafe, or likely to cause damage. We may also decline to work on items that are excessively worn, contaminated, or beyond reasonable restoration.

Appointments are scheduled within agreed time windows rather than exact arrival times unless specifically stated. While we aim to attend within the booked period, delays can occur because of traffic, earlier jobs, weather, equipment issues, or access difficulties. If we are delayed, we will try to inform you as soon as reasonably possible. You must ensure that someone over 18 is present unless we have agreed an unattended service in advance.

Access, Preparation, and Customer Responsibilities

You must provide safe and reasonable access to the property and to the areas to be cleaned. This includes arranging entry, ensuring pathways are clear, and informing us of any hazards such as broken flooring, electrical issues, water leaks, or unstable furniture. Before we begin, you should remove small personal items, valuables, delicate ornaments, and other portable objects from the work area. We are not responsible for moving items that are too heavy, too fragile, or too risky to relocate without specialist assistance.

If pre-treatment or furniture moving is included in the service, this will be limited to what is safe and practical. We may decline to move certain items, including pianos, large cabinets, beds with fixed frames, electronics, or items connected to utilities. If you ask us to clean around such items, we will do so on the basis of reasonable access only. Any additional work requested on the day may be charged separately.

We may take photographs before, during, or after the service for operational records, quality control, insurance purposes, or to evidence the condition of treated areas. Any such images will be handled in line with applicable data protection law and used only for legitimate business purposes. We do not require permission to take work-related images where necessary, but we will avoid capturing unnecessary personal information where reasonably possible.

Payments and Pricing

Prices may be provided as fixed quotes, estimated charges, or rates based on area, item count, level of contamination, or time required. Unless specifically stated as fixed, quotations are estimates and may change if the actual work differs from the information supplied. Additional charges may apply for heavily soiled areas, specialist stain removal, out-of-hours work, urgent bookings, parking charges, congestion charges, additional labour, or access requiring extra time.

Payment terms will be stated at the time of booking or in the invoice. Unless agreed otherwise, payment is due on completion of the service or within the period stated on the invoice for business customers. We accept the payment methods we make available from time to time. If payment is not made when due, we may charge statutory interest and reasonable recovery costs where permitted by law. We may also suspend further work or refuse future bookings until outstanding sums are settled.

Any deposit or advance payment taken to secure a booking is non-refundable except where cancellation rights apply under these terms or where we cancel the service without valid reason. Deposits may be used to cover administration, reserved time, and planning costs. Where a final invoice differs from an estimate, the balance will reflect the actual scope of work completed. You are responsible for checking that payment details and billing information are correct.

Discounts, promotional pricing, and special offers are offered at our discretion and may be withdrawn or amended at any time unless already agreed for a specific booking. No discount applies automatically unless expressly stated in writing. If multiple services are booked, package pricing may be subject to conditions, including minimum charges or combined area requirements.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may offer a refund of any deposit paid, less any non-recoverable costs already incurred. If you cancel at short notice, on arrival, or after we have begun travelling to the appointment, we may retain part or all of the deposit or charge a cancellation fee to cover lost time and administrative expense.

If you are a consumer and have booked remotely, you may have cancellation rights under the Consumer Contracts Regulations 2013, subject to any applicable exceptions. If you request that we begin work within the 14-day cooling-off period, you may be asked to confirm that you want the service to start early and acknowledge that you may lose the right to cancel once the service has been fully performed. Where the service has been completed with your express request before the end of the cancellation period, you may owe payment for the work done.

We reserve the right to reschedule or cancel an appointment where conditions are unsafe, access is not available, payment has not been made as required, or circumstances beyond our reasonable control make performance impractical. If we cancel without fault on your part, we will offer a refund of any prepaid amount relating to the cancelled service. We are not liable for indirect losses caused by cancellation or delay, provided we have acted reasonably.

If we arrive and cannot complete the service because you are absent, access is denied, essential information was withheld, or the property is not ready for cleaning, the visit may be treated as a late cancellation or failed appointment. In such cases, a call-out charge or full booking fee may apply. Repeated missed appointments may lead to refusal of future work.

Service Standards, Limitations, and Liability

We will use reasonable skill and care in providing our cleaning services and will aim to achieve the best possible result for the condition of the item or area being treated. However, cleaning results can vary depending on fibre type, previous wear, staining age, dye stability, hidden contamination, and prior chemical treatment. We do not guarantee complete stain removal, colour restoration, or the return of fabrics to a new condition. Some marks may be permanent or may reappear due to wick-back, latent contamination, or existing damage.

Where a carpet, rug, or upholstered item has pre-existing weakness, shrinkage, colour loss, mould, residue, or hidden structural defects, cleaning may worsen those conditions even when reasonable care is taken. By booking with Hanworth Carpet Cleaners, you acknowledge that certain materials carry inherent risk. We may ask you to confirm acceptance of such risk before proceeding. If you instruct us to continue after we have warned you of likely limitations or hazards, you do so at your own risk except where the law does not allow exclusion.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not responsible for loss or damage caused by your failure to prepare the area properly, incorrect information supplied by you, hidden defects, poor maintenance, unauthorised interference, or use of the item after cleaning against our advice.

Any claim for damage must be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the issue is discovered. You should allow us an opportunity to inspect the concern and, where appropriate, to attempt a remedy. We may choose to repair, re-clean, refund part of the fee, or offer another appropriate remedy at our discretion, subject always to your statutory rights. Our total liability for any claim arising from the service shall be limited to the amount paid for the affected service, except where a different limit is required by law.

We are not liable for loss of business, loss of profit, loss of goodwill, loss of opportunity, or any indirect or consequential loss arising from the service, except where such exclusion is prohibited by law. This does not affect your rights where the service has not been provided with reasonable care and skill, or where mandatory consumer protections apply.

All waste generated during the course of our work, including removed dirt, sludge, packaging, spent cloths, and used consumables, will be handled in accordance with applicable waste regulations and environmental duties. We aim to minimise waste, use suitable products responsibly, and dispose of waste materials lawfully. Where waste transfer or specialist disposal is necessary, it will be managed in a compliant and proportionate manner. We may remove limited waste produced directly by the service, but we are not a general waste collection business unless expressly agreed.

Waste Handling and Environmental Compliance

You must tell us in advance if the property contains hazardous substances, biohazards, needles, bodily fluids, heavy chemical residues, pest contamination, or other materials that may require specialist disposal. We may refuse to handle such materials unless we have agreed in writing to do so and have the right equipment, training, and disposal route. If we discover hazardous waste during a job, we may pause or stop work immediately and charge for any completed labour up to that point.

Any chemical products we use are selected for the task and applied in accordance with manufacturer instructions and reasonable safety practice. You should follow any drying, ventilation, and aftercare advice given at the time of service. Do not allow children or pets onto damp treated areas until they are fully safe for use. We are not responsible for damage caused by use of the area before the drying period has ended.

Complaints, Force Majeure, Data, and General Terms

If you are dissatisfied with any part of the service, you should raise the issue with us promptly so we can investigate and, where appropriate, try to resolve it. We may request photographs, descriptions, or access for inspection. Complaints should be made in good faith and with reasonable cooperation. Nothing in this section affects any statutory rights you may have under consumer law.

We will not be responsible for delay or failure to perform our obligations if caused by events beyond our reasonable control, including extreme weather, fire, flood, epidemic, transport disruption, industrial action, equipment failure, supply shortages, or actions of third parties. If such an event occurs, we may postpone the booking, alter the service date, or cancel the appointment without liability for indirect loss. Any prepaid amounts for services not provided will be dealt with fairly and in accordance with the law.

We may process personal information only as needed to manage bookings, deliver services, handle invoices, maintain records, and comply with legal obligations. Any such processing will be carried out in accordance with applicable data protection law. We will not sell your information, and we will only share it where necessary for service delivery, legal compliance, dispute handling, or payment administration.

These terms contain the entire agreement between you and us in relation to the relevant booking and supersede any prior discussion or representation, except where a matter cannot be excluded by law. No person other than the parties to the contract has any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999, unless we expressly agree otherwise.

These terms are governed by the laws of England and Wales, and any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory legal rules provide otherwise. By proceeding with a booking for Hanworth Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms and conditions in full.