Hammersmith Carpetcleaning Terms and Conditions
These Terms and Conditions set out the basis on which Hammersmith Carpetcleaning provides domestic and commercial cleaning services, including carpet, rug, upholstery, and related fabric cleaning. By making a booking, you agree to these terms in full. Please read them carefully before confirming any service, as they explain how bookings are accepted, how payment works, when cancellations may apply, and the limits of our liability.
In these terms, references to “we”, “us”, and “our” mean Hammersmith Carpetcleaning, and references to “you” or “the customer” mean the person or business placing the booking or receiving the service. These terms apply to all carpet cleaning services, unless we have agreed different terms in writing. Any variation must be confirmed by us in writing to be valid.
We aim to provide a clear and professional carpet cleaning service, but all services are subject to availability, suitability of the materials involved, and the condition of the items to be cleaned. Our service is designed to remove dirt, staining, odours, and general soiling as far as reasonably practicable using appropriate cleaning methods and equipment. However, results can vary depending on fabric type, age, wear, previous treatment, and environmental conditions.
Booking Process
Bookings may be made by telephone, email, online form, messaging platform, or any other channel we make available from time to time. A booking is not confirmed until we have acknowledged it and, where required, received any deposit, pre-authorisation, or other required information. We may request photographs, fabric details, access information, parking information, or additional descriptions of the items to be cleaned before confirming the appointment.
When you request a booking for Hammersmith carpet cleaning or any related service, you must provide accurate and complete information. This includes the number and type of rooms, fibres or fabrics, presence of staining, special concerns, and any relevant health, safety, or access issues. If the information provided is incomplete or inaccurate, we may adjust the price, reschedule the service, or withdraw the booking where reasonable to do so.
Any estimated arrival time is given in good faith and should be treated as an estimate rather than a guarantee. Delays may occur due to traffic, previous appointments, weather conditions, or circumstances outside our control. We will try to keep you informed of material changes, but we are not responsible for losses caused by delay unless the law requires otherwise.
If you are booking on behalf of a landlord, tenant, agent, business, or managing party, you confirm that you have authority to make the booking and grant access. You are responsible for ensuring that the property is ready for service, including adequate access to the relevant rooms or areas. We may refuse to start work if the premises are unsafe, excessively cluttered, unprepared, or otherwise unsuitable for cleaning.
We may refuse or cancel a booking if we believe the work requested is outside our scope, would create a health and safety issue, or would require specialist treatment that we do not offer. This may include items that are water-sensitive, structurally weak, heavily contaminated, or materially unsuitable for standard carpet and upholstery cleaning. In such circumstances, we will, where possible, explain the reason and offer an alternative where appropriate.
Where a quotation is provided, it may be based on the information supplied at the time of booking. Quotes are usually valid for a limited period and may be revised if the specification changes, if the condition of the items differs from the description, or if access to the property is more difficult than expected. Any variation in scope may affect the final charge.
Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the service or in advance where we have requested prepayment. We may accept bank transfer, card payment, cash, or another method that we specify from time to time. Where payment is taken after completion, you must ensure that funds are available and that any required payment authorisation is valid and not cancelled before the service date.
All prices are stated in pounds sterling unless otherwise specified. Prices may be quoted as fixed fees, room-based fees, item-based fees, hourly rates, or site-specific quotations. Any estimate given before inspection is a guide only and may change if the actual condition or scope of work differs from the information originally supplied. If additional work is requested on the day, we may charge an extra amount for the added time, materials, or equipment required.
Hammersmith Carpetcleaning may require a deposit for larger bookings, repeated appointments, commercial work, or peak-period reservations. Deposits are used to reserve time and resources and may be non-refundable if you cancel outside the permitted period or fail to attend. If a deposit is refundable, this will be made clear at the time of booking or in the confirmation.
Failure to pay on time may result in late payment charges, interest, or recovery action where permitted by law. We may suspend future services until any outstanding balance is settled. You are responsible for any reasonable costs we incur in recovering overdue sums, to the extent allowed by law. This includes, where lawful, administrative fees or collection costs associated with unpaid invoices.
Any discount, offer, or promotional rate is subject to the stated conditions and may be withdrawn or amended at any time before a booking is confirmed. Discounts cannot usually be combined unless expressly stated. Special rates for recurring carpet cleaning services may depend on frequency, property type, and continued eligibility.
Cancellations, Rescheduling and Access
We understand that plans can change. If you need to cancel or reschedule, you should notify us as early as possible. Cancellation charges may apply if you cancel within a short notice period before the appointment, especially where we have already reserved labour, equipment, or materials for your booking. The applicable charge will depend on the notice given and the nature of the booking.
If you cancel after we have started travel to the property, or if we arrive and cannot gain access, cannot work safely, or cannot complete the service due to reasons within your control, we may charge a call-out fee, a cancellation fee, or the full booked amount where reasonable and lawful. Examples include incorrect access details, no one present to provide entry, restricted parking preventing access, or the property not being ready for work.
We may reschedule or cancel a booking at our discretion if unavoidable circumstances arise, including illness, vehicle failure, severe weather, staff shortages, equipment issues, or other events outside our reasonable control. In that case, we will try to arrange a new appointment at a convenient time. Our liability for any inconvenience caused will be limited as set out in these terms and in accordance with applicable law.
Where a customer requests a change to the booked service on the day, we may need to adjust the timetable, materials, or price. If the revised request is not practical or safe, we may decline it without penalty. To avoid misunderstandings, any major change should be agreed before the appointment wherever possible.
Service Conditions and Customer Responsibilities
You must remove fragile, valuable, or easily damaged items from the working area before we begin, unless we have specifically agreed in writing to handle them. This includes ornaments, documents, electronics, loose furniture, and personal belongings. We may move lightweight furniture where reasonably practical, but we are not obliged to move heavy, fixed, or risky items unless agreed in advance and safe to do so.
You are responsible for advising us of any pre-existing damage, weak seams, colour instability, shrinkage risk, hidden defects, or prior treatments such as stain protection, dyeing, or improvised repairs. In some cases, we may ask you to approve a test patch before proceeding. We do not guarantee removal of all stains, especially those caused by bleach, dye transfer, permanent marking, pet accidents, or long-standing contamination.
If the service requires water, power, or a suitable working environment, you agree to provide reasonable access to these facilities unless otherwise agreed. You also agree to ensure that pets are secured and that children or unauthorised persons do not interfere with the work area. Any delay caused by unsafe conditions, interruptions, or lack of access may lead to extra charges or rebooking.
We reserve the right to decline to clean items that we reasonably believe may be unsafe, illegally obtained, contaminated beyond the scope of our service, or unsuitable for the method proposed. We may also stop work if the condition of the property, the item, or the conduct of persons present creates a risk to our staff, equipment, or the quality of the outcome.
Liability and Limitations
We will exercise reasonable care and skill in providing our carpet cleaning service. However, cleaning involves the use of moisture, detergents, heat, suction, agitation, and other methods that can interact differently with different materials. Some fabrics, dyes, fibres, and finishes may react unpredictably even when appropriate procedures are used. For this reason, we cannot guarantee identical results on every item.
Our liability for loss or damage is limited to direct loss reasonably caused by our negligence or breach of contract, and only to the extent permitted by law. We are not liable for indirect or consequential losses such as loss of profit, loss of business, missed appointments, inconvenience, loss of rental income, or loss arising from your failure to follow our instructions. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under law.
If we are found responsible for damage to an item, our liability will normally be limited to the lesser of the reasonable cost of repair, the reasonable cost of replacement, or the amount you paid for the affected service, unless a greater amount is required by law. You must notify us of any alleged issue as soon as reasonably possible and, where practical, before the item is moved, used, or altered after the service.
We are not responsible for damage caused by pre-existing defects, hidden wear, structural weakness, colour loss, poor manufacturing, previous unsuccessful treatments, or incorrect instructions from the customer. Likewise, we are not responsible for damage caused by failure to follow aftercare advice, such as allowing sufficient drying time, avoiding use before fully dry, or preventing furniture transfer onto damp fibres.
Waste Regulations and Environmental Compliance
We comply with applicable UK waste and environmental laws when handling waste water, removed soil, packaging, disposable cloths, and other cleaning-related residues. Waste generated during our work will be managed in a lawful and responsible manner. We may separate and dispose of waste in accordance with the nature of the materials and the facilities available to us.
You must not ask us to dispose of hazardous, regulated, or unlawful materials unless we have expressly agreed and are legally permitted to handle them. This includes, by way of example, chemicals, bodily fluids, biohazardous matter, needles, asbestos-containing materials, or items contaminated by substances that require specialist disposal. Where such material is identified, we may stop work immediately and may charge for time already spent.
Where waste removal or disposal is included as part of a service, it relates only to ordinary cleaning waste arising from the agreed work and does not extend to general household waste, construction debris, or bulky unwanted items unless specifically stated in writing. Any packaging, consumables, or protective materials we use remain our property unless otherwise agreed.
You are responsible for informing us of any environmental or site-specific disposal rules that apply to your premises, including building regulations, landlord requirements, or management company restrictions. If special handling is required because of site rules or unusual waste conditions, additional charges may apply.
Complaints, Force Majeure and Governing Law
If you are dissatisfied with any part of the service, you should notify us promptly so we can investigate. We may ask for photographs, a description of the issue, and an opportunity to inspect the affected area. Where appropriate, we may offer a follow-up visit, a partial adjustment, or another reasonable remedy. Any complaint must be raised within a reasonable time after the service, and before the item is materially altered or cleaned by another party.
We are not liable for failure or delay in performing our obligations where that failure is caused by events outside our reasonable control. This includes, without limitation, extreme weather, fire, flood, power failure, transport disruption, labour disputes, public emergencies, or other force majeure events. If such circumstances occur, performance may be suspended for the duration of the event without penalty.
These terms are governed by the laws of England and Wales. Any dispute arising from or relating to the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.
We may update these Terms and Conditions from time to time to reflect changes in our services, business practices, or legal requirements. The version that applies to your booking is the version in force at the time your booking is confirmed, unless a change in law requires otherwise. Continued use of our Hammersmith carpet cleaning services after any update will mean you accept the revised terms for future bookings.
