Herne Hill Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Herne Hill Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to create a clear, fair, and practical agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and governing law.

In these Terms, references to “we”, “us”, and “our” mean Herne Hill Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the services. These Terms apply to all carpet cleaning, rug cleaning, upholstery cleaning where included, stain treatment, odour treatment, and related services supplied by us, unless otherwise agreed in writing. Any special arrangements must be confirmed by us in writing to have effect.

The purpose of these terms is to help ensure that every carpet cleaning service is delivered on transparent and reasonable terms. If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force, as far as the law allows. Nothing in these Terms affects your statutory rights as a consumer under UK law.

Booking process
Bookings for Herne Hill carpet cleaning services may be made through the methods we make available from time to time. A booking request is not accepted until we confirm it. Once confirmed, the appointment details, scope of work, and any important assumptions will form part of the service agreement. We may ask for information about the type of carpet, approximate room sizes, access restrictions, parking conditions, prior treatments, and any known stains or damage so that we can assess suitability and provide an accurate estimate.

When you request a service, you must ensure that all information you provide is complete and truthful. If the description of the property or the condition of the carpets is materially different from what was stated at the time of booking, we may revise the quotation, alter the equipment used, change the expected duration, or withdraw from the job if it is not reasonably safe or practical to proceed. We may also require additional time for heavy soiling, specialist stain removal, or larger-than-expected areas.

We reserve the right to refuse or cancel a booking where we believe the service requested is unsuitable, unsafe, outside our capabilities, or likely to breach health and safety requirements. This includes situations where carpets are severely water-damaged, contaminated, or at risk of further damage during cleaning. Any estimate provided before inspection is based on the information available at the time and may be adjusted if the circumstances on site differ from the initial description.

Appointment times are provided as windows rather than exact arrival times unless expressly stated otherwise. While we aim to attend within the agreed period, delays may occur due to traffic, weather, previous jobs overrunning, or other operational circumstances. If a delay becomes significant, we will seek to inform you as soon as reasonably possible. You must ensure that access is available at the agreed time and that someone authorised to permit entry is present if required.

Payments
Prices for carpet cleaners in Herne Hill services may be quoted as fixed prices, room-based prices, hourly rates, or tailored estimates depending on the nature of the work. Unless otherwise stated, all prices are inclusive of labour and standard cleaning materials but may exclude additional charges for parking, congestion-related delays, difficult access, furniture moving beyond normal service, specialist treatments, or waste disposal where applicable. Any supplementary charge will be explained where reasonably practicable before it is applied.

Payment is due in the manner and within the time period stated on the invoice, booking confirmation, or at the point of completion. We may require a deposit to secure certain bookings, especially for larger jobs, out-of-hours appointments, or specialist work. Deposits are generally non-refundable if you cancel outside any cooling-off rights or if we have already reserved time and resources for your booking, except where required otherwise by law. If payment is made by bank transfer, card, cash, or any other method accepted by us, it must clear in full and without deduction.

Where payment is overdue, we may pause further services, withhold reports or completion notes, and charge reasonable recovery costs permitted by law. We do not accept responsibility for delays caused by pending payment. If you dispute an invoice, you must tell us promptly and provide enough detail for us to investigate. Undisputed amounts must still be paid by the due date. Any refund, partial refund, or price adjustment will be considered in line with the actual work carried out, the condition of the property, and any legal obligations that apply.

Cancellations and rescheduling
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may offer an alternative appointment where available. If you cancel late, fail to provide access, or are not present at the agreed time, we may charge a cancellation fee to cover our loss of time, travel, and administrative costs, provided such charge is fair and lawful. The amount charged will depend on the notice given and the resources already committed to the job.

If you are a consumer and entered into the contract at a distance or off-premises, you may have statutory cancellation rights under the Consumer Contracts Regulations 2013, subject to the usual exceptions. Where you specifically request that we begin work during the cancellation period, you agree that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out. We will provide any required information about this where applicable.

If we need to cancel or reschedule, we will do so only where reasonably necessary, for example because of staff illness, equipment failure, unsafe conditions, extreme weather, or circumstances beyond our control. In such cases, our liability will be limited to rescheduling the appointment or refunding any advance payment for the cancelled portion of the service. We will not be liable for indirect losses arising from a cancellation that is outside our reasonable control, except where the law says otherwise.

Liability and customer responsibilities
You must remove fragile items, valuables, cash, and easily damaged personal belongings from the work area before the service begins. You should also tell us about any pre-existing wear, loose seams, colour loss, shrinkage risk, underfloor heating, or previous repairs that may affect the result or increase the risk of change. We may ask you to sign a confirmation of existing conditions before work starts. If you do not tell us about relevant issues, we cannot be responsible for consequences that could reasonably have been avoided.

We will take reasonable care and skill when providing our carpet cleaners service and will use methods and products that are suitable for the agreed task. However, cleaning results can vary depending on carpet age, fibre type, stain history, previous DIY treatments, and the general condition of the material. Some stains, odours, and marks may be permanent or may reappear over time despite appropriate cleaning. We do not guarantee the complete removal of all stains, odours, or deep-set contamination, particularly where fibres have been damaged or altered before our attendance.

To the fullest extent permitted by law, we exclude liability for loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses. Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Where we are liable for proven damage, our maximum liability in relation to the relevant booking will not exceed the total amount paid or payable for the service in question, except where a different limit is required by law.

Any claim relating to damage must be reported to us within a reasonable time and, where possible, before the area is used normally or any further cleaning is carried out. You should give us the opportunity to inspect the issue and, if appropriate, to inspect, re-clean, or assess the affected area. Failure to allow a reasonable opportunity to investigate may affect our ability to resolve the matter. We may request photographs, proof of purchase, or other relevant evidence to assess a claim fairly.

Waste regulations and disposal
We operate in accordance with applicable UK waste regulations, environmental rules, and duty-of-care obligations. During carpet cleaning, wastewater, residue, removed debris, and disposable materials may be generated. We will manage such waste responsibly and in a manner that is appropriate to the service undertaken. Where specialist disposal is required because of contamination, biohazards, chemical residues, or unusual waste streams, additional charges may apply and any such disposal will be handled lawfully.

We will not knowingly dispose of regulated or hazardous waste in a manner that breaches environmental law. If waste has been generated by pre-existing contamination, pest activity, flooding, bodily fluids, mould, or similar conditions, you must tell us in advance so that we can determine whether the job can be accepted and what precautions are necessary. If we reasonably believe a property presents a waste-handling risk beyond normal carpet cleaning, we may refuse the work, suspend the service, or require further information before proceeding.

You are responsible for ensuring that the property has suitable facilities for the lawful handling of any waste that remains your responsibility after completion of the service. Where we remove packaging, disposable cloths, or small quantities of cleaning residue as part of the job, we will do so in accordance with our procedures. Any items that are not part of the agreed service remain your responsibility unless we expressly agree in writing to remove them.

Service standards and access conditions
We aim to deliver a professional carpet cleaning service using reasonable care, suitable equipment, and appropriate products. However, the effectiveness of cleaning depends on several factors outside our control, including ventilation, drying conditions, fibre composition, and the extent of soiling. You should allow adequate drying time and avoid replacing furniture or resuming heavy use before the carpet is sufficiently dry. Where we provide aftercare advice, it is for general guidance only and does not form a guarantee unless expressly stated.

We may decline to move certain heavy or delicate items, including pianos, built-in fixtures, unstable furniture, electronics, antiques, or items that could be damaged by movement. If furniture must be moved as part of the service, this will be at your risk unless we have agreed otherwise in writing. We are not responsible for hidden defects, pre-existing structural weakness, or damage caused by items that were already unstable, poorly assembled, or unsafe to move. You should ensure that access routes are clear and that floors, stairways, and entry points can support normal equipment movement.

If you ask us to use a product or method against our recommendation, we may refuse, or we may proceed only if you accept the associated risk in writing where lawful. Our decision to proceed does not waive any rights or protections under these Terms. We may also adjust the service if we discover conditions that make the original method unsuitable. In such cases, we will discuss reasonable alternatives where possible.

Force majeure, complaints, and general provisions
We are not responsible for delays or failure to perform caused by events beyond our reasonable control, including severe weather, accidents, industrial action, supply shortages, power failures, flooding, fire, or government restrictions. If such an event occurs, we may suspend the service, rearrange the booking, or cancel the affected appointment without liability for resulting losses, apart from any refund required by law for work not carried out.

Any complaint should be raised as soon as reasonably possible after the issue arises and, where practical, before the carpet is put back into regular use. We will consider complaints fairly and may ask for supporting information to help us investigate. Any informal discussion or goodwill gesture does not amount to an admission of liability. No variation to these Terms will be binding unless agreed by us in writing.

Governing law
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are contracting as a consumer and live in another part of the UK, any rights you have under the applicable consumer protection rules in your home jurisdiction are not affected where the law requires this.

By using the services of Herne Hill Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. These provisions reflect a fair framework for the provision of professional carpet cleaners services, while recognising the practical limits of cleaning, the importance of accurate booking information, and the responsibilities shared by both parties. If you do not agree with any part of these Terms, you should not proceed with a booking.