Hackney Marshes Carpet Cleaners Terms and Conditions

These terms and conditions set out the basis on which Hackney Marshes Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, you agree to these terms in full. If you do not accept them, you should not proceed with the booking. The purpose of this page is to explain our service arrangements in clear language, including how a cleaning appointment is arranged, how payment works, when cancellations may apply, what our liability limits are, how waste is handled, and which law governs the agreement.

We aim to provide a professional carpet cleaning service with reasonable care and skill. However, the condition of carpets, rugs, upholstery, and associated materials can vary considerably depending on age, fibre type, prior treatment, staining, wear, and environmental factors. Because of that, results cannot always be guaranteed. These terms are intended to protect both the customer and Hackney Marshes Carpet Cleaners, while ensuring the service remains fair, transparent, and efficient.

In these terms, references to “we”, “us”, and “our” mean Hackney Marshes Carpet Cleaners. References to “you” and “your” mean the person placing the booking, the person paying for the service, or the business instructing us, as applicable. Any variation to these terms must be agreed in writing. No verbal statement, estimate, or informal message will override these terms unless we expressly confirm otherwise in writing.

The booking process begins when you request a service and provide the information we need to assess the job. This may include the type of cleaning required, approximate room or item sizes, access details, parking limitations, and any known stains, odours, or fabric concerns. Based on the information supplied, we may offer a quotation or estimated price. Any quotation is based on the details available at the time and may change if the actual work differs materially from what was described.

A booking is only confirmed when we have accepted the job and, where required, received a deposit or full advance payment. We may request photographs, further information, or clarification before confirming the appointment. If the property is not ready for cleaning, if access is unsafe, or if the service requested is not suitable for the materials involved, we may decline the booking or amend the service scope. We reserve the right to refuse work that we reasonably believe cannot be carried out safely, lawfully, or to an appropriate standard.

It is your responsibility to ensure that the service area is accessible on the agreed date and time. This includes moving personal valuables, fragile items, and any furniture or objects that may obstruct cleaning. Where furniture moving is included, it will be limited to reasonable and manageable items, and only where it can be done safely. If you require a specific arrival window, you must tell us when booking; we will do our best to accommodate it, but timing is not guaranteed unless expressly stated in writing.

We may need to reschedule due to equipment failure, staff illness, severe weather, traffic disruption, or other events beyond our reasonable control. In such cases, we will contact you as soon as reasonably possible to arrange another appointment. We are not responsible for inconvenience caused by events outside our control, provided we act with reasonable care in managing the booking. You should make sure someone is available if access is required, or otherwise ensure we can enter the premises safely and lawfully.

Payment terms will be confirmed at the point of booking or before the service begins. We may require payment in advance, payment on completion, or a deposit with the balance due afterwards, depending on the nature of the job. Unless we agree otherwise, all prices are quoted in pounds sterling and are exclusive of any applicable taxes or charges that may legally apply. If the quotation is based on an hourly rate, a minimum charge, or a fixed service price, that basis will be explained before work starts.

You must pay any invoice in full by the date stated on it. If immediate payment is required, this may be by card, bank transfer, or another approved method. We may charge interest on overdue sums at the statutory rate permitted under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise as allowed by law. We also reserve the right to recover reasonable costs incurred in pursuing unpaid balances, including administrative fees, collection expenses, and legal costs where permitted.

Discounts, offers, or promotional prices may be subject to separate conditions and may be withdrawn at any time before a booking is confirmed. Any estimate given before inspection is not a fixed quote unless we expressly say so. Additional work requested on site, such as stain-specific treatments, extra rooms, or specialist fabric care, may incur extra charges. If we identify that the work will take significantly longer than expected, we may revise the price in a fair and reasonable way, and we will explain the basis of any increase before continuing where possible.

Cancellations must be made as early as possible. If you cancel with sufficient notice, we may not charge a fee, but where we have already reserved time, allocated staff, or incurred costs, a cancellation charge may apply. If you cancel within 24 hours of the appointment, or fail to provide access when we arrive, we may charge the full or partial service fee, depending on the circumstances and the amount of work already undertaken. Deposits are normally non-refundable where a late cancellation prevents us from using the reserved appointment slot.

If we need to cancel, postpone, or change the appointment, we will notify you as soon as reasonably practicable. Where possible, we will offer a new date. We will not be liable for indirect losses arising from cancellation or delay, such as lost earnings, alternative accommodation costs, or business interruption, unless required by law. Nothing in these terms affects your statutory rights as a consumer where applicable.

Our liability is limited to losses that are a foreseeable result of our breach of these terms or our negligence. We will take reasonable care when providing the service, but we are not responsible for pre-existing damage, hidden defects, poor previous repairs, colour loss, shrinkage caused by unsuitable fibres, or deterioration caused by age and wear. Where a material is delicate, unstable, or unsuitable for wet cleaning, we may recommend a different approach or decline the work entirely.

You should tell us before cleaning about any known issues, including prior spills, treatment history, weakened seams, colour bleed risk, underfloor heating, or delicate dyes. If you fail to disclose relevant information, we are not responsible for any resulting damage. We may ask you to sign or otherwise confirm a risk acknowledgement where the service involves higher-risk materials or limited testing. Any patch tests, pre-sprays, or specialist treatments are performed on the basis that no cleaning method can eliminate all risk from certain fabrics or stains.

Our maximum liability for any claim relating to a single service will not exceed the amount paid or payable for that specific service, except where the law does not allow limitation. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If you believe damage has occurred, you must notify us promptly and allow us a reasonable opportunity to inspect the issue before any repair, replacement, or remedial work is arranged.

We are not liable for loss or damage arising from items left in the cleaning area, including cash, documents, jewellery, electronics, ornaments, or other personal property, unless the loss was directly caused by our negligence and would have been reasonably avoidable. You remain responsible for securing valuables before the appointment begins. Any advice we give about aftercare, drying times, or use restrictions should be followed carefully, as failure to do so may affect the outcome and may reduce or remove any remedy claim.

Waste generated during the service, including removed soil, disposable cloths, packaging, and any material that must be taken away, will be handled in accordance with applicable waste management regulations and environmental obligations. We will not knowingly dispose of waste unlawfully. Where waste is classified as controlled, contaminated, or specialist material, additional disposal rules may apply, and we may refuse to remove it unless the correct arrangements are in place. Customers must not ask us to dispose of prohibited items, hazardous substances, or waste that requires a licence or special handling unless we have expressly agreed and are legally permitted to do so.

You must tell us in advance if the premises contain hazardous materials, bodily fluids, mould infestation, pest contamination, chemical residues, or any other waste that may present health, safety, or regulatory concerns. We may stop work immediately if we discover unsafe or unlawful conditions. In such cases, you may still be charged for time spent, travel, materials, and any work already completed. We are entitled to refuse or withdraw from any job that could place staff, property, or the environment at risk.

By booking the service, you confirm that you have authority to allow access to the premises and authority to agree to these terms on behalf of all persons affected by the service. If you are booking on behalf of a landlord, tenant, managing agent, company, or other organisation, you warrant that you have the necessary permission to do so. Any instructions given by an authorised representative will be treated as instructions from you.

Complaints should be raised promptly and in good faith. If you have a concern about the service, you must provide details of the issue and reasonable access to inspect the affected area. We will consider the matter fairly and may offer rectification work where appropriate. Any remedy will depend on the nature of the complaint and whether the matter arises from our fault, a product issue, a pre-existing condition, or factors outside our control. We may refuse a remedy where the complaint is unsupported, delayed unreasonably, or caused by failure to follow our aftercare instructions.

These terms may be updated from time to time. The version in force at the time of booking will apply to that booking unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right under these terms does not mean that right is waived.

Nothing in these terms affects your rights under the Consumer Rights Act 2015 or any other legislation that applies to the service. Where the service is supplied to a business customer, different legal rules may apply, including rules governing commercial loss, payment delays, and contract interpretation. If there is any conflict between these terms and mandatory law, the law will prevail to the extent of that conflict.

The agreement between you and Hackney Marshes Carpet Cleaners is governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. This governing law clause applies regardless of where the customer is based, provided the service is supplied under this agreement.

Final acceptance: by confirming a booking, allowing work to begin, or paying an invoice, you acknowledge that you have read, understood, and agreed to these terms and conditions. We recommend that you keep a copy for your records. If you require clarification on any part of the agreement, it is your responsibility to request this before the appointment proceeds.