Hackney Carpetcleaning Terms and Conditions
These Terms and Conditions set out the basis on which Hackney Carpetcleaning provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing a booking for any carpet cleaning service, upholstery treatment, rug care, or related cleaning work.
In these terms, references to “we”, “us”, and “our” mean Hackney Carpetcleaning, and references to “you” or “the customer” mean the person, business, landlord, tenant, managing agent, or other party requesting the service. These terms apply to all services supplied by us unless we agree otherwise in writing. They are designed to provide clarity on the booking process, payment, cancellations, liability, waste handling, and the legal framework governing our work.
We may update these terms from time to time to reflect changes in law, business operations, or service standards. The version in force at the time of your booking will apply to that booking unless a change is required by law or is otherwise agreed between the parties. Nothing in these terms affects your statutory rights under applicable UK consumer law.
1. Booking process
A booking is only confirmed when we have accepted your request and provided a date, time window, and service summary. A request made by phone, email, online form, or message does not by itself create a binding appointment until we confirm availability. When arranging a Hackney Carpetcleaning appointment, you must provide accurate details about the property, access arrangements, parking limitations, surface types, and any known stains, damage, or special treatment requirements.
We rely on the information you provide to allocate the correct equipment, cleaning products, and time. If the details supplied are incomplete or inaccurate, we may need to revise the quote, alter the service, or reschedule the appointment. You are responsible for ensuring that the area to be cleaned is reasonably accessible and ready for work at the agreed time. This includes moving fragile items, securing valuables, and advising us of any risks that could affect the cleaning process.
Our technicians may refuse to begin or continue work where conditions are unsafe, where the requested task falls outside the agreed scope, or where the customer has not disclosed material issues that would have affected our pricing or method. Where possible, we will explain the reason and offer a revised plan. Any additional work requested on the day must be agreed before it starts and may be charged separately.
For some services, a deposit or pre-authorisation may be required to secure the appointment. Any such requirement will be made clear at the time of booking. If you book on behalf of another person or entity, you confirm that you have authority to act for them and that they will be bound by these terms. If access is not possible at the appointed time, or if the service cannot proceed due to missing information or lack of preparation, cancellation fees may apply as set out below.
Estimated times are provided in good faith but are not guaranteed, as cleaning work may vary depending on the condition of the textiles, drying requirements, access, and the scope of any stain treatment. We will make reasonable efforts to arrive within the agreed time window. Delays caused by traffic, weather, equipment issues, or previous jobs may occasionally occur, and we will seek to notify you where possible.
We reserve the right to decline any booking where we believe the requested service would be unsuitable, unsafe, or likely to breach legal or environmental obligations. This may include items that are heavily contaminated, infested, contaminated with hazardous substances, or beyond the limits of standard professional cleaning. In such cases, we may recommend an alternative approach or decline the work entirely.
2. Payments and charges
The price for each carpet cleaning service will be based on the information provided at the time of booking and may be quoted as a fixed fee, an estimated fee, or a rate dependent on the final scope of work. Unless otherwise agreed, all prices are stated in pounds sterling and may be subject to VAT where applicable. The final charge may differ from the initial estimate if the actual work required is greater than described, if extra areas are added, or if special treatment is needed.
Payment is due in accordance with the invoice or booking confirmation issued by us. We may request full or partial payment in advance, particularly for larger jobs, commercial bookings, or where special materials are required. Unless otherwise specified, payment must be made on the day of service or immediately upon completion. Accepted payment methods may vary and will be explained during the booking process.
Where payment is not made by the due date, we reserve the right to charge reasonable late-payment costs and interest to the extent permitted by law. We may also suspend future services until outstanding balances are settled. If you dispute any part of an invoice, you should notify us promptly and provide details of the issue so that we can investigate it in good faith.
3. Cancellations, changes, and missed appointments
If you need to cancel or amend your booking, you should give us as much notice as possible. Cancellations made with sufficient notice may not attract a charge, but short-notice cancellations can result in a fee to cover lost time, reserved staffing, and administrative costs. The exact cancellation threshold and any applicable fee will be set out in your booking confirmation or quotation where relevant.
If you are a consumer and have booked remotely, certain cancellation rights may apply under UK consumer law, subject to any legal exceptions for services already started with your agreement. Where a service is due to be carried out at a specific time, and you ask us to begin within the statutory cancellation period, you may lose the right to cancel once the service has been fully performed with your consent. We will normally ask for your express consent before work begins where this is required.
If you are not present at the agreed time and no suitable access has been arranged, we may treat the appointment as a missed visit and charge a call-out or cancellation fee. If our operative is unable to complete the service because of locked doors, unavailable parking where essential, unsafe conditions, or lack of access to the agreed area, the booking may be cancelled by us and the customer may still be liable for reasonable costs incurred.
4. Service standards and customer responsibilities
We will use reasonable care and skill in delivering each Hackney Carpetcleaning appointment. However, cleaning results may vary depending on the age, fibre type, construction, condition, prior treatment, and level of soiling of the item or area being cleaned. Some stains, odours, or marks may not be fully removable, and some materials may react unpredictably to moisture or cleaning agents. We do not guarantee the complete removal of all stains, discolouration, or wear.
You are responsible for informing us of any sensitive materials, colour fastness concerns, previous damage, non-standard underlay, or hidden hazards such as exposed tacks, loose wiring, damp, mould, or pest activity. You must also remove or secure small personal items, ornaments, documents, jewellery, and other valuables before the work starts. We may move light furniture where it is safe and reasonable to do so, but moving heavy, fragile, or fixed items is not included unless agreed in advance.
Where necessary, we may ask you to sign a condition note, confirm the scope of the work, or acknowledge pre-existing damage before we begin. This helps avoid misunderstandings and ensures that both parties have a clear record of the service undertaken. If you instruct us to proceed against our professional advice, any resulting risk will be borne by you to the fullest extent allowed by law.
To the extent permitted by law, we are not liable for indirect losses such as loss of income, loss of enjoyment, inconvenience, or wasted bookings with third parties, unless such liability cannot legally be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
5. Liability and limitations
We shall exercise reasonable care when cleaning your property, but certain risks are inherent in professional cleaning work. These can include shrinkage, colour bleeding, fibre distortion, pre-existing weakness becoming visible, or damage caused by hidden defects. We are not responsible for deterioration that arises from the natural condition of an item, previous unsuitable cleaning, or failure by the customer to disclose relevant information.
If damage is alleged, you must notify us as soon as reasonably possible and in any event before the area has been altered further, re-cleaned, or repaired by a third party. You should retain the item in its post-service condition so that we may inspect it. We may request photographs, a written description, purchase details, or other supporting information. Our assessment may be affected if the item has been moved or modified before we have had a reasonable opportunity to inspect it.
Where we are found liable for direct loss or damage, our liability shall be limited, to the fullest extent permitted by law, to the amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. We shall not be liable for any loss caused by your breach of these terms, by instructions given against our recommendation, or by circumstances beyond our reasonable control.
6. Waste regulations and environmental compliance
We operate in accordance with applicable UK waste regulations and environmental obligations. Waste arising from cleaning operations, including removed debris, packaging, disposable materials, and contaminated residues, will be handled responsibly. We will separate, contain, and dispose of waste in line with relevant legal requirements and recognised best practice, and we will not knowingly dispose of hazardous substances in an unlawful manner.
You must tell us before the service if any item, spill, residue, or contamination may involve hazardous waste, biological contamination, sharps, solvents, chemicals, bodily fluids, or other regulated materials. Such materials require special handling and may fall outside standard domestic carpet and upholstery cleaning. If we discover a substance that may be hazardous or non-compliant, we may stop work immediately and arrange an appropriate response, which may involve extra charges or refusal of service.
Where items need to be removed from the property for treatment or disposal, we will only do so with your consent and in compliance with applicable law. We may refuse to transport or dispose of items that are unsafe, contaminated beyond our service scope, or not suitable for routine handling. Any customer-provided bags, containers, or packaging used for waste or removed materials remain your responsibility unless we expressly agree otherwise.
We expect customers to cooperate with our waste and recycling procedures and to avoid asking us to dispose of items in a manner that would breach environmental rules. Any request to ignore lawful disposal requirements will be refused. If your property contains waste that must be reported or dealt with by a licensed contractor, we will inform you as soon as reasonably practicable.
7. Complaints, force majeure, and general terms
If you have a complaint about the service, you should notify us promptly and provide enough detail for us to investigate. We may ask for photographs, an explanation of the issue, and an opportunity to inspect the area or item. We will handle complaints fairly and seek a reasonable resolution where justified. A complaint does not remove your obligation to pay undisputed sums by the due date.
We are not liable for delays or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including severe weather, fire, flood, power failure, accidents, industrial action, transport disruption, illness, or legal restrictions. In these circumstances, we will try to rearrange the appointment or provide an alternative solution where practical.
If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be severed to the minimum extent necessary and the remaining provisions shall continue in full force. No failure or delay by us in exercising any right or remedy shall constitute a waiver of that right or remedy.
These terms constitute the entire agreement between you and us in relation to the relevant service, unless expressly varied in writing. You may not assign your rights or obligations under these terms without our consent. We may assign or subcontract any part of the service where reasonably necessary, while remaining responsible for the performance of the service in accordance with these terms.
The provisions above are intended to create a fair and transparent framework for every Hackney carpet cleaning booking, whether for a one-off appointment or repeat service. By proceeding, you acknowledge that cleaning results depend on the condition of the items treated and that reasonable professional judgment will be used throughout the visit. We encourage customers to raise questions before the appointment so that the service can be delivered smoothly and lawfully.
These terms and any dispute or claim arising out of them, or their subject matter or formation, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights that may apply. If a dispute cannot be resolved informally, the parties agree to seek a proportionate and lawful resolution through the appropriate channels before commencing proceedings.
