Hammersmith Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Hammersmith Carpet Cleaners provides carpet cleaning, upholstery cleaning, rug care, stain treatment and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. They are intended to be clear, fair and practical, while protecting both the customer and the service provider. In these terms, references to “we”, “us” and “our” mean Hammersmith Carpet Cleaners, and references to “you” and “your” mean the customer or the person arranging the service.

These terms apply to all standard carpet cleaning services and any additional services requested at the time of booking or on site, including stain removal attempts, deodorising, sanitising, deep extraction, and minor fabric treatment where appropriate. They do not replace any statutory rights that apply to consumers under UK law. If there is any inconsistency between these terms and mandatory legal rights, the legal rights will prevail. We may update these terms from time to time, and the version in force on the date of booking will generally apply to that booking unless we agree otherwise in writing.

Please read this document carefully before proceeding with any booking. By instructing carpet cleaners in Hammersmith or any other area we serve, you confirm that you understand the nature of the work, the limits of cleaning results, and your responsibilities before, during and after the service. Cleaning outcomes can vary depending on material type, age, wear, previous treatments, and the condition of the item or surface. We will always aim to deliver a professional standard of service, but we cannot guarantee the removal of every stain, mark or odour.

1. Booking process

Bookings may be made by telephone, email, online form, messaging platform, or other accepted method of communication. A booking is not confirmed until we have reviewed the requested service, agreed a date or time window, and provided acceptance. In some cases, a booking may also require a deposit or pre-authorisation before the date is secured. The customer is responsible for providing accurate information, including the type and size of area to be cleaned, access details, parking restrictions, and any special considerations such as delicate fibres, pre-existing damage, or the presence of pets, infants, or vulnerable persons.

When making a booking for Hammersmith carpet cleaning services, you agree that we may rely on the information you provide. If the description of the work is materially inaccurate, we may adjust the price, amend the scope of service, or decline to proceed if the situation is unsafe or unsuitable. We may also request photographs or additional details before confirming the appointment. Arrival times are given as estimates unless a fixed appointment has been specifically agreed. Delays may occur due to traffic, previous appointments, or unforeseen operational issues.

2. Access, preparation and customer responsibilities

You must ensure that suitable access is available at the agreed time. This includes allowing entry to the property or premises, ensuring that the relevant rooms or areas are clear enough for work to begin, and arranging any necessary permissions from landlords, managing agents, or building operators. We are not responsible for delays or additional costs caused by lack of access, restricted parking, inability to enter the property, or incomplete preparation by the customer.

Where possible, you should move fragile items, valuables, small furnishings, electronic equipment, and breakables before our arrival. If you ask us to move items, we may do so only where it is safe and practical, and we may refuse to move anything that is heavy, unstable, hazardous, or likely to be damaged. You should tell us in advance if there are hidden hazards such as loose flooring, electrical faults, leaks, mould, pest activity, or structural weaknesses. We may suspend or stop work if we believe the area is unsafe or if the job would create a risk to people, property, or our equipment.

3. Prices, payments and deposits

Prices are usually based on the area, item, fibre type, degree of soiling, chosen treatment, and any additional services requested. Any quote we provide is based on the information supplied by the customer and may be revised if the actual condition or size differs from the description. Unless stated otherwise, quotes are valid for a limited period and may be withdrawn or changed before acceptance. All prices are shown in pounds sterling and may be subject to VAT where applicable.

Payment is due in full on completion of the service unless we have agreed a different arrangement in writing before the appointment. We may request a deposit for larger jobs, repeat visits, out-of-hours appointments, or jobs requiring special equipment or materials. Deposits may be non-refundable in certain circumstances, including late cancellation or where materials have already been ordered. We accept the payment methods stated at the time of booking, and we may refuse cash, cheques, or other forms of payment if not previously agreed. If payment is not made when due, we may charge reasonable recovery costs and interest where permitted by law.

Carpet cleaning terms and conditions also apply to any additional work carried out on the day. If you request further treatment once work has started, any extra cost will be explained as clearly as reasonably possible before the work continues. If an unexpected issue is found, such as severe staining, contamination, or water damage, we may pause the job to explain the options and any likely effect on price or outcome.

4. Cancellations, rescheduling and missed appointments

You may cancel or reschedule a booking by giving us notice in a reasonable timeframe. The amount of notice required may vary depending on the size and type of the appointment, but short notice cancellations can cause us loss because we set aside time, staff and equipment specifically for your job. If you cancel too close to the appointment time, arrive too late, or fail to provide access, we may charge a cancellation fee or retain part or all of any deposit to cover our costs and lost opportunity.

We may cancel or reschedule a booking where necessary due to illness, vehicle breakdown, severe weather, equipment failure, unsafe site conditions, or other circumstances beyond our reasonable control. In such cases, we will usually offer a new appointment date or an appropriate alternative. We are not liable for losses caused by a lawful cancellation or delay arising from events outside our control, provided we take reasonable steps to reduce disruption. If you are a consumer and we have accepted a booking for a specific date, your statutory cancellation rights may still apply where legally required.

5. Service standards, treatment limits and exclusions

We aim to provide a professional Hammersmith carpet cleaners service using suitable methods and equipment for the material and level of soiling involved. However, some stains, odours, discolouration, and wear-related changes may be permanent or may not respond fully to cleaning. Older carpets and fabrics can sometimes be fragile, and cleaning may reveal pre-existing fading, pile distortion, water marks, dye transfer, underlay issues, or previous repair work. We will not be responsible for results affected by hidden defects, manufacturing faults, poor prior maintenance, or unsuitable pre-existing conditions.

We do not guarantee that a carpet, rug or upholstery item will return to a like-new condition. Any estimate of likely results is an opinion based on the visible condition at the time of assessment. We may decline certain treatments where we believe the item is too delicate, the risk of damage is too high, or the cleaning method would not be appropriate for the fibre or finish. If you request a particular approach that we consider unsafe or unsuitable, we may refuse that part of the work or offer an alternative method.

6. Liability and damage

We will take reasonable care while carrying out our services, but our liability is limited to losses caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not responsible for normal wear and tear, pre-existing damage, hidden defects, or damage caused by items that were already unstable, poorly fitted, or unsuitable for cleaning. You should notify us of any concerns before work begins, and where possible raise them immediately if something changes during the appointment.

If we cause direct damage through our negligence, we will assess the matter fairly and may choose, at our discretion and subject to law, to repair the damage, arrange a suitable remedy, or provide compensation up to the value of the affected service or the proven loss directly caused. We will not be responsible for indirect or consequential losses, including loss of profit, business interruption, inconvenience, or emotional distress, except where such exclusion is not permitted by law. Nothing in these UK carpet cleaning terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

7. Waste regulations, disposal and environmental compliance

We operate in line with applicable UK waste and environmental obligations. During the cleaning process, some waste may be created, including extracted soil, residue, disposable cloths, packaging, and small quantities of contaminated material. We will handle and dispose of waste responsibly and in accordance with relevant rules. Where waste requires special handling, such as contaminated materials or items affected by bodily fluids, mould, pests, or chemical contamination, we may charge additional fees and may refuse to remove or process material that cannot be lawfully or safely handled within the scope of our service.

You must not ask us to dispose of prohibited items or hazardous waste unless we have expressly agreed to do so and are legally permitted to handle it. Examples may include asbestos-containing material, sharp medical waste, solvents, gas canisters, industrial chemicals, or other restricted substances. If such material is present, you must disclose it before the appointment. If we discover hazardous or regulated waste on site that was not declared, we may stop the work immediately and charge for time already spent, travel, and any lawful disposal or safety costs arising from the situation.

8. Force majeure and operational disruption

We are not liable for failure or delay in performing our obligations where the delay or failure is caused by events beyond our reasonable control. Such events may include severe weather, transport disruption, strikes, power failures, public emergencies, flooding, accidents, acts of government, or supply problems. If such an event occurs, we will try to notify you as soon as reasonably practicable and arrange an alternative date or method where possible. If the disruption continues for an extended period, either party may be entitled to cancel the booking without further liability, subject to any rights already accrued.

We may also pause or end a service if the customer, an occupant, or a third party behaves abusively, threatens staff, interferes with the work, or creates an unsafe environment. In such cases, we may charge for the work completed up to the point of termination, together with any reasonable costs already incurred. Our team is entitled to work in a safe environment and to leave any premises where there is a genuine risk to health or security.

9. Complaints and rectification

If you are unhappy with any aspect of the service, you should raise the issue promptly so that we have a fair opportunity to review it. Where appropriate, we may inspect the area, ask for supporting information, or offer a remedial visit. Any complaint must be made within a reasonable time after completion of the service, and in any event as soon as reasonably possible after the issue is discovered. Delayed reporting may affect our ability to investigate and may limit what remedy can be offered.

Our aim is to deal with complaints fairly and proportionately. Where a problem is found to have arisen from our failure to perform the agreed service with reasonable care and skill, we may offer a re-clean, partial refund, or other suitable remedy depending on the circumstances. This does not affect your legal rights. However, if the complaint concerns a result that was never guaranteed, a pre-existing condition, or an issue outside our control, no refund or remedy may be due. We encourage prompt communication so that matters can be resolved efficiently.

10. Governing law and jurisdiction

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, any mandatory local consumer protections or jurisdictional rights that apply to you will remain unaffected. Any dispute arising under these terms will normally be handled by the courts of England and Wales, unless applicable law requires otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force so far as legally possible.

By booking a carpet cleaning service with us, you confirm that you have read, understood and agreed to these terms. They form the entire agreement between you and Hammersmith Carpet Cleaners for the booked service, except where additional written terms have been expressly agreed. If you are arranging work on behalf of another person, you confirm that you have authority to do so and that you will ensure the relevant customer is aware of these conditions.