Terms and Conditions for Hendon Carpet Cleaners
These Terms and Conditions set out the basis on which Hendon Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, you agree to these terms. Please read them carefully before requesting any service. These terms 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 Hendon Carpet Cleaners, and references to “you” or “your” mean the person or business receiving the service. We may update these terms from time to time to reflect changes in our business practices, service standards, or applicable law. The version in force at the time of your booking will apply to that booking unless a change in law requires otherwise.
These conditions apply to all carpet cleaning services, including carpet cleaning, stain treatment, deodorising, protective treatment, and other related cleaning work agreed in advance. They also apply where we provide additional services such as upholstery cleaning, rug care, or spot treatment as part of a broader cleaning appointment. Nothing in these terms limits any rights you may have under UK consumer law that cannot be excluded.
1. Booking Process
All bookings are subject to availability and acceptance by us. A booking is only confirmed once we have received the necessary details, agreed the service scope, and communicated a confirmation to you. Any quotation provided before booking is an estimate based on the information available at the time and may be adjusted if the job differs from the description given.
To help us provide an accurate service, you must give truthful and complete information about the areas to be cleaned, access arrangements, relevant stains or damage, floor covering type, and any special requirements. If we later discover that the information supplied was incomplete or inaccurate, we may revise the price, amend the scope of work, or decline to proceed if the service can no longer be delivered safely or properly.
The booking process may include an initial assessment, either based on photographs, a written description, or an on-site inspection where appropriate. Any pre-cleaning estimate is not a guarantee of final results, because the condition of the carpet or fabric, the extent of soiling, and the nature of the fibres can affect the time and methods required. We will always aim to explain any change to the price or procedure before the work begins or continues.
You are responsible for ensuring that access is available at the agreed time. This includes providing entry to the premises, ensuring that the relevant rooms are clear enough for work to be carried out, and removing fragile, valuable, or hazardous items unless we have agreed otherwise. If access is delayed or made impossible for reasons outside our control, we may charge a call-out fee, waiting time, or a rebooking fee where reasonable.
We may refuse or postpone a booking if we consider that the site is unsafe, the conditions are unsuitable, or the job cannot be completed without risk to property, equipment, or personnel. Examples include severe contamination, excessive clutter, active water damage, infestation, or the presence of unsafe electrical or structural conditions. In such cases, we may recommend that the work be rescheduled after the issue has been resolved.
Any request to alter the appointment date, add extra services, or change the agreed scope should be made as early as possible. We will do our best to accommodate changes, but amended appointments depend on availability. Where a change affects labour, materials, or travel time, the price may be revised accordingly. A carpet cleaning service appointment may also be re-assessed if the condition of the areas to be cleaned changes between booking and attendance.
2. Prices and Payments
Prices may be quoted as fixed fees, from-prices, or hourly/daily rates depending on the nature of the job. Unless stated otherwise, all prices are expressed in pounds sterling and may include or exclude VAT depending on our current tax status. Where VAT applies, it will be shown separately or included in the final amount as required by law.
You must pay the amount due in accordance with the payment terms agreed at booking or on the invoice. We may request a deposit to secure your appointment, especially for larger jobs, repeat services, or specialist treatments. Deposits are usually non-refundable except where we cancel the service or where the law requires a refund. Any remaining balance must be paid promptly once the service is completed, unless we have expressly agreed credit terms in writing.
Accepted payment methods may include card, bank transfer, cash, or other methods notified by us from time to time. If a payment fails, is reversed, or is not received in full, you remain responsible for the outstanding amount. We may suspend future services, charge reasonable recovery costs, and charge interest on overdue sums in accordance with the Late Payment of Commercial Debts legislation where applicable.
If additional work is requested on the day of service, we may agree to carry it out provided it is safe and practical. Any extra work may involve additional charges, which will be explained before the work is undertaken. For example, deeply embedded stains, specialist stain removal attempts, or unusually soiled areas may require extra labour or products. A carpet cleaning company is entitled to charge for work that goes beyond the original booking.
Quotes are based on the information provided by you and on the assumption that normal working conditions apply. If the carpet cleaner discovers unexpected issues, such as hidden staining, pet damage, odour saturation, or unsuitable materials, we may either continue at the revised price or limit the service to the agreed scope. Where a price change is necessary, we will act reasonably and inform you before proceeding wherever possible.
We reserve the right to correct obvious pricing errors, typographical mistakes, or omissions in any quotation or invoice. A genuine mistake does not create a binding obligation to perform the service at an incorrect price. However, where a quotation has been accepted in good faith and no error is apparent, we will honour it subject to these terms and any later-agreed variations.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type and size of the job, but we ask that you inform us as soon as possible. Where enough notice is given, we will usually try to offer an alternative time without penalty.
If you cancel too close to the appointment time, or if we are unable to complete the service because of lack of access, incorrect information, or your failure to prepare the premises as agreed, we may charge a cancellation fee or recover reasonable costs incurred. These may include reserved labour time, travel costs, products already allocated to your job, and administrative expenses.
We may cancel or rearrange an appointment if our staff are unavailable, equipment fails, weather or transport conditions prevent safe attendance, or circumstances beyond our reasonable control make it impossible to provide the service as planned. In such cases, we will aim to give you notice and offer a new appointment. If we cancel for reasons within our control and you have paid in advance, you will be entitled to a refund of the unused amount paid for the cancelled portion of the service.
If you are not present at the appointment time and have not arranged suitable access, we may treat the booking as a missed appointment. If keys, codes, or access instructions are required, they must be provided in good time and accurately. We are not liable for delay or non-performance caused by incorrect access information, unavailable building entry, or locked rooms that were not disclosed before arrival.
Where a service is interrupted or postponed due to your actions or omissions, we may charge for any part completed and for reasonable additional costs caused by the delay. This includes situations where furniture has not been moved as agreed, the area is still in use, or pets and occupants prevent safe completion of the work. We will always aim to act fairly and proportionately.
Any refund or partial refund will normally be made using the original payment method unless otherwise agreed. Refunds do not apply to completed work that has been properly carried out, even if the result differs from your expectations due to pre-existing conditions, hidden damage, or the properties of the material being cleaned.
4. Liability and Service Standards
We will provide our services with reasonable care and skill, using professional methods and equipment appropriate to the job. However, cleaning outcomes may vary depending on the fabric type, age of the carpet, previous treatments, and pre-existing wear, fading, staining, or damage. No service can guarantee the complete removal of all stains, odours, or marks.
You must tell us about any known risks before work starts, including colour instability, shrinkage risk, delicate fibres, underfloor heating, loose seams, damaged backing, or sensitive materials. If you do not disclose relevant information and damage occurs as a result, we will not be responsible for that loss. We may also decline to use certain treatments if, in our judgment, they could damage the material or create an unsafe condition.
Our liability for loss or damage is limited to the extent permitted by law. We are not responsible for indirect or consequential losses, loss of profit, loss of business, or loss arising from matters beyond our reasonable control. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Where damage is caused by our proven negligence, our responsibility will normally be limited to the cost of repair, replacement, or re-cleaning, whichever is reasonably appropriate in the circumstances, taking into account the age and condition of the item before the service. You must notify us of any issue as soon as reasonably possible and allow us a fair opportunity to inspect and, where appropriate, remedy the problem.
We are not liable for damage caused by hidden defects, pre-existing wear, poor installation, unstable furniture, unsuitable materials, or items that are already fragile or deteriorated. Likewise, we are not responsible for minor changes in appearance that can naturally occur during cleaning, including pile distortion, slight shading differences, or temporary dampness-related marks that resolve during drying.
Hendon Carpet Cleaners may, at its discretion, attempt a return visit or re-treatment where doing so is reasonable and proportionate. Any such visit is offered without prejudice to our legal rights and does not admit fault. We will always try to resolve concerns professionally and fairly in line with the actual circumstances of the job.
5. Waste Regulations, Chemicals, and Environmental Compliance
We will handle waste materials and cleaning by-products in accordance with applicable UK waste laws and environmental standards. This includes reasonable steps to avoid pollution, improper disposal, or contamination of drains, land, or nearby property. Any wastewater, removed debris, or contaminated materials generated as part of the service will be managed responsibly and disposed of lawfully where disposal is required.
Where cleaning products, spot treatments, or stain removers are used, we will take reasonable care to use them safely and in line with manufacturer instructions. You should inform us if anyone on the premises has allergies, sensitivities, respiratory conditions, or other concerns that may be affected by cleaning agents or residual odours. We cannot guarantee that all chemical traces or scents will be completely eliminated immediately after treatment.
You must not ask us to dispose of prohibited, hazardous, or regulated waste unless this has been specifically agreed and lawfully arranged in advance. If we identify materials that cannot be handled as normal waste, we may refuse to remove them or may suspend the service until proper arrangements are made. This includes, but is not limited to, sharp objects, bodily fluids, asbestos-related materials, or other controlled substances requiring specialist handling.
Where access to sinks, drains, or outdoor discharge points is necessary for the service, you must ensure that such facilities are suitable and available. We are not responsible for blockages, overflows, or drainage issues caused by pre-existing faults, poor plumbing, or your failure to advise us of restrictions. We will use sensible precautions to reduce the risk of contamination or overspill and to leave the premises in a tidy condition.
Any packaging, used cloths, disposable items, or material removed during the work will be dealt with in a lawful and responsible manner. Our waste handling practices are intended to align with environmental duties and to reduce unnecessary disposal wherever practical. If a particular job creates unusual waste requirements, we may need to charge an additional fee to cover compliant disposal or specialist handling.
We may refuse to use a product or process if we believe it would conflict with waste regulation, environmental rules, or safety obligations. Our decision on such matters is final where necessary to comply with law. This does not affect your consumer rights or any other rights that cannot be excluded.
6. Governing Law and General Provisions
These Terms and Conditions, 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 living in Scotland or Northern Ireland, you may also benefit from mandatory local consumer protections that apply despite this choice of law. Any court proceedings must be brought in the courts of the relevant part of the United Kingdom, subject to mandatory legal rules.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy immediately does not waive that right or remedy for the future. A waiver will only be effective if it is in writing and clearly expressed.
We may transfer our rights and obligations under these terms to another organisation, provided this does not materially reduce your rights. You may not transfer your rights or obligations without our written consent. These terms, together with any written quotation or booking confirmation, form the entire agreement between you and us for the relevant service and supersede prior discussions or informal statements.
