Terms and Conditions for Hadley Wood Carpet Cleaners

These Terms and Conditions set out the basis on which Hadley Wood Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and stain-treatment services where agreed in writing. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to be clear, fair, and consistent with UK consumer law, while also protecting both the customer and the service provider.

Throughout this document, references to “we”, “us”, and “our” mean the cleaning business trading as Hadley Wood Carpet Cleaners. References to “you” and “your” mean the customer, client, or person responsible for arranging the service. These terms apply to all bookings unless otherwise agreed in writing. If any part of these terms is found unlawful or unenforceable, the remainder will continue in full force.

We reserve the right to update these terms from time to time to reflect changes in law, insurance requirements, service methods, or operational practice. The version in force at the time of booking will usually apply to that booking. Any changes will not affect rights already accrued under a confirmed contract unless required by law. Customers are encouraged to review the current terms before each booking, especially where the service scope includes specialist treatments or additional equipment.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by phone, email, online form, or any other method we make available. However, a request does not become a confirmed booking until we have accepted it and, where required, received any deposit or advance payment. We may decline a request for any lawful reason, including lack of availability, unsuitable site conditions, or the proposed work falling outside our service scope.

When making a booking, you must provide accurate information about the premises, the items to be cleaned, access arrangements, parking restrictions, floor type, known stains, and any previous cleaning or treatment history that may affect results. If important information is omitted or inaccurate, we may adjust the quote, change the service method, or, where necessary, cancel the appointment. Any time estimate given is approximate unless expressly stated otherwise. Cleaning times can vary depending on fabric type, contamination level, drying conditions, and the extent of pre-existing damage.

By booking carpet cleaning services, you confirm that you are authorised to arrange the work at the property and to approve access on the scheduled date. If another person is present at the property, they must have permission to allow our team to carry out the service. We may require confirmation of the areas to be cleaned before commencement. If access is delayed, restricted, or refused, this may result in a call-out charge or rescheduling fee.

2. Scope of Service

Our services are normally limited to the cleaning tasks specifically agreed at the time of booking. Unless stated in writing, this does not include repairs, stain removal guarantees, moving heavy furniture, lifting electrical items, or handling fragile objects. We may, at our discretion, assist with light furniture moving where it is safe and practical to do so, but we are not obliged to do so. You remain responsible for removing valuables, delicate possessions, and breakables from the work area before the appointment.

We use professional methods and equipment appropriate to the material and condition of the item being cleaned. The cleaning outcome will depend on factors including fibre type, age, wear, sunlight exposure, prior contamination, and hidden residues. While we aim to achieve a high standard, we cannot promise that every stain, odour, or mark will be completely removed. Some stains may be permanent, may resurface after drying, or may react unpredictably to cleaning solutions. Any statements about expected results should be treated as estimates only.

Where additional work is requested on site, such as treatment of heavily soiled areas, deodorising, or extra rooms not originally included, such work will only be carried out if we agree it is safe, feasible, and properly chargeable. Additional charges may apply. For the avoidance of doubt, this agreement may be oral, written, or implied by your request for the additional service and our acceptance of it.

3. Payment Terms

Unless otherwise agreed, payment is due on completion of the service on the same day, before the team leaves the property. We accept payment by the methods we specify from time to time. In some cases, we may require a deposit to secure the appointment, particularly for large jobs, specialist work, or bookings made at short notice. Any deposit will be stated at the time of booking and may be non-refundable to the extent permitted by law if you later cancel without sufficient notice.

All prices quoted are based on the information provided at the time of quotation. If the actual conditions differ materially from what was described, we may revise the price to reflect the additional time, labour, materials, or equipment required. This includes but is not limited to severe staining, excess furniture moving, restricted access, parking difficulties, or an unusually large service area. We will normally discuss any likely price change before proceeding, where reasonably practicable.

Late payment may result in suspension of any further bookings and recovery action for any outstanding balance. If payment is not received by the due date, we may charge interest and recovery costs to the extent allowed by applicable law. You agree not to make deductions, chargebacks, or set-offs unless required by law or expressly agreed by us. If you pay by bank transfer, you remain responsible for ensuring cleared funds are received.

4. Cancellations, Rescheduling, and Missed Appointments

We understand that plans can change. If you need to cancel or reschedule, please notify us as soon as possible. Any cancellation policy will be communicated at the time of booking and may vary depending on the type of service, notice period, and whether a deposit has been paid. In general, shorter notice may result in a cancellation fee, because the appointment time has been reserved for you and may be difficult to reallocate.

If you cancel with sufficient notice, we will usually offer an alternative date subject to availability. If you are not present at the agreed time, fail to provide access, or the property is not ready for cleaning, we may treat this as a missed appointment. In that case, a fee may be charged to cover travel time, staff allocation, and lost business opportunity. Repeated missed appointments may lead us to refuse future bookings.

We also reserve the right to cancel or reschedule a booking due to events beyond our reasonable control, unsafe conditions, equipment failure, staff illness, severe weather, or where access to the property becomes unavailable. If we cancel for reasons within our control, any advance payment for the cancelled service will be refunded or rebooked at your choice, where appropriate. Nothing in these terms limits your statutory rights where a cancellation arises from our breach of contract.

5. Customer Responsibilities

Before the appointment, you must ensure that the work area is reasonably prepared. This includes removing small furniture and personal items where requested, securing pets, and making sure that children and other occupants remain clear of the work area while cleaning is in progress. You should also inform us of any special circumstances, such as underfloor heating, fragile flooring, moisture-sensitive materials, or previous treatments that may affect the cleaning process.

You must disclose any known hazards, including infestations, mould, biological contamination, sharps, or the presence of hazardous substances. We are entitled to refuse or stop work if, in our opinion, the conditions are unsafe or unsuitable. In such circumstances, any fee already paid may be retained or partly retained to cover costs incurred, unless we are legally required to refund it. You remain responsible for ensuring the property is suitable for normal professional cleaning activity.

If the service is carried out at a business premises or rented property, you must obtain any necessary permissions from landlords, agents, management companies, or other interested parties. You are also responsible for checking that our use of water, electricity, and access routes is permitted. We will use reasonable care while working on the premises, but we do not accept responsibility for restrictions imposed by third parties that were not disclosed before the booking.

6. Liability and Limitations

We will carry out our services with reasonable care and skill. If we fail to do so, we may, at our discretion, offer to re-clean the affected area, provide a partial refund, or take another reasonable corrective step. This is subject to inspection and must be reported within a reasonable time after completion and before the item is re-used extensively or treated by a third party. Any complaint about the service should be raised promptly so that we can assess the issue while the relevant evidence remains available.

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of use, business interruption, or damage arising from delayed drying, except where such exclusion is unlawful. Our total liability for any claim arising out of a single booking will normally be limited to the amount paid or payable for that specific service, except for liability that cannot be limited under law, such as death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not responsible for pre-existing wear, hidden defects, structural weaknesses, colour loss, shrinkage caused by previous improper treatment, or deterioration that becomes visible after cleaning. Some materials, particularly older, delicate, or previously damaged fibres, may react unpredictably to moisture, heat, agitation, or cleaning agents. You accept that certain outcomes are beyond our control. Where we recommend against cleaning a particular item or area, and you choose to proceed, you do so at your own risk subject always to applicable consumer protection law.

7. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste regulations and environmental duties. Wastewater, contaminated residues, packaging, and any other waste generated during the service will be handled responsibly. Where practical, we will remove waste from the property and dispose of it using lawful and environmentally appropriate methods. We may separate waste streams where required by law or where this is reasonably necessary to reduce environmental impact.

You must not ask us to dispose of household waste, controlled waste, or hazardous waste unless such disposal is expressly agreed in advance and is lawful for us to undertake. If waste is found at the property that falls outside our normal service, we may refuse to handle it or may charge additional fees if lawful disposal arrangements are required. We will not knowingly breach waste transfer, transportation, or disposal obligations.

Where any waste material, such as heavily soiled cloths, protective coverings, or contaminated debris, must be removed from the premises, title to that waste may pass to us only for the purpose of lawful disposal, unless otherwise agreed. You remain responsible for advising us in advance of any materials that may be hazardous, infectious, or otherwise subject to special handling. We reserve the right to stop work immediately if we discover waste conditions that create a legal, environmental, or safety concern.

8. Complaints, Inspection, and Aftercare

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible and provide photographs or a clear description of the issue. We may request an opportunity to inspect the affected area before any third party intervenes. Failure to give us a fair chance to investigate may affect our ability to resolve the matter. Any agreed follow-up visit will be arranged at a mutually convenient time, subject to the nature of the issue and our findings.

After cleaning, you should follow any drying or ventilation advice we provide. Items should not be used, walked on, or covered again until sufficiently dry unless we state otherwise. If you introduce additional products, sprays, or machines after our service, this may affect the result and may void any remedial offer. We cannot accept responsibility for damage caused by improper aftercare, re-soiling, or failure to maintain the cleaned areas appropriately.

Any informal recommendation or explanation given by our staff is offered in good faith but does not override these terms unless expressly confirmed in writing by an authorised representative. If a court or other authority decides that any clause should be read differently, the rest of the contract will remain effective. A failure by us to enforce any right immediately does not mean we waive that right in future.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. Nothing in these terms limits any mandatory rights you may have under UK consumer legislation, including rights relating to services carried out with reasonable care and skill.

These terms form the entire agreement between you and us in relation to the services booked, unless a written variation is agreed by both parties. If any part of this agreement is found to be invalid or unenforceable, that part will be severed to the minimum extent necessary and the remainder will continue in effect. A person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

By proceeding with a booking for professional carpet cleaning, rug cleaning, or related services, you confirm that you have read, understood, and accepted these Terms and Conditions. We may ask you to confirm acceptance during the booking process, and electronic acceptance will be treated as valid agreement. These terms are intended to provide a balanced framework for service delivery, payment, safety, and compliance.