West Harrow Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which West Harrow Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing access to the premises for the service to begin, the customer agrees to be bound by these terms. Please read them carefully before placing a booking, as they explain how the service is arranged, how payment is handled, what happens if an appointment is changed or cancelled, and how responsibility is limited where permitted by law.

These terms apply to all carpet cleaning services supplied by us, including stain treatment, fibre-safe cleaning, deodorising, and related specialist cleaning tasks agreed in advance. They do not replace any rights you may have under UK consumer law. If any part of these terms conflicts with mandatory legal rights, those rights will take priority. References to “we”, “us”, and “our” mean West Harrow Carpet Cleaners. References to “you” and “your” mean the person or business placing the order or receiving the service.

By using our carpet cleaning service, you confirm that you are at least 18 years old or have appropriate authority to act for the property owner, occupier, landlord, agent, or business requesting the work. You also confirm that any information provided during the booking process is accurate and complete, including access instructions, room details, surface conditions, and any known risks such as fragile materials, pre-existing damage, or prohibited substances.

1. Booking Process

A booking for West Harrow carpet cleaning may be made by telephone, email, online form, messaging platform, or any other method we make available from time to time. A booking request is not confirmed until we have accepted it and provided a booking confirmation. We may refuse or decline any booking at our discretion where the service requested is unsuitable, unsafe, outside our scope, or where we are unable to allocate the necessary staff, equipment, or time.

When arranging a booking, you must provide accurate details about the property, the items to be cleaned, parking or access restrictions, the type of fibres or surfaces, and any special requirements. We may rely on the information you give us when quoting or planning the work. If the information later turns out to be incomplete or incorrect, we may revise the price, the estimated duration, or the service specification. In some cases, we may need to postpone or cancel the appointment if we cannot carry out the work safely or effectively.

The cleaning appointment time given is usually an estimated arrival window rather than a guaranteed minute-by-minute arrival. We will aim to attend within the agreed period, but delays can occur due to traffic, prior jobs running over, weather, or other events beyond our reasonable control. If a delay becomes likely, we will try to notify you. The customer is responsible for ensuring access is available at the appointed time, including keys, entry codes, lifts, parking permissions, and suitable conditions for the work to begin.

2. Prices and Payments

Prices for carpet cleaners services may be quoted in advance as a fixed fee, an hourly rate, a room-based charge, a per-square-metre rate, or a combination of these methods. Any quotation is based on the information provided and on the assumption that the property and items are in a reasonably normal condition. Additional charges may apply where the work involves heavy soiling, exceptional staining, difficult access, extra labour, furniture moving not previously agreed, or specialist treatments requested after the booking has been made.

Unless we agree otherwise in writing, payment is due on completion of the service and must be made by the methods we accept at the time of booking or attendance. We may request a deposit or advance payment for certain appointments, particularly for larger jobs, repeat cancellations, commercial work, or where products or equipment must be reserved in advance. Where a deposit is taken, it may be applied toward the final price. Deposits are handled in accordance with the cancellation provisions below.

If you fail to pay any amount due on time, we reserve the right to charge reasonable recovery costs to the extent permitted by law, suspend any further work, or refuse future services until the outstanding balance is settled. Ownership of any materials supplied by us remains with us until payment has been received in full. Any dispute regarding an invoice must be raised promptly and in good faith, and must not delay payment of the undisputed part of the amount due.

3. Customer Responsibilities

To allow the service to be delivered safely and effectively, you must ensure that the area to be cleaned is reasonably accessible and ready for treatment. This includes removing small personal items, fragile objects, valuables, and any obstacles that would prevent normal cleaning operations. We may move light furniture where agreed, but we are not required to move heavy, fixed, valuable, or unstable items unless this has been specifically included in the booking and can be done safely.

You are responsible for informing us of any known issues that may affect the work, such as underfloor heating, loose seams, colour sensitivity, hidden damage, water leaks, pest issues, mould, or previous unsuccessful cleaning attempts. We may refuse to treat certain materials or stains if they present an unacceptable risk of damage, contamination, or poor results. Where a customer insists on proceeding despite a risk that we have clearly explained, we may ask for written confirmation before continuing.

Children and pets should be kept away from the work area during service delivery and while the treated surfaces are drying. You should also allow sufficient ventilation where recommended and avoid use of the cleaned area until it is safe to do so. Any advice we provide about drying times, aftercare, or restricted access should be followed carefully. Failure to do so may affect results and may limit any claim relating to the service outcome.

4. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving notice within a reasonable period before the appointment. If you cancel with sufficient notice, we may not charge a fee, depending on the type of booking and whether we have already incurred costs. For bookings requiring a deposit, some or all of the deposit may be retained to cover administrative expenses, reserved time, equipment allocation, or materials already prepared, where this is reasonable and lawful.

If you cancel at short notice, fail to provide access, or are not present when the service is due to begin, we may treat the booking as a late cancellation or non-attendance. In such cases, we may charge the full call-out fee, retain the deposit, or invoice you for reasonable wasted costs. If we arrive and cannot begin work because the premises are inaccessible, unsafe, or not ready, the same principles may apply. Repeated missed appointments may result in refusal of future bookings.

We may cancel or reschedule an appointment where necessary due to illness, vehicle failure, severe weather, lack of safe access, staff shortages, or other events outside our reasonable control. If we need to do so, we will use reasonable efforts to offer an alternative appointment. We will not be responsible for any loss caused by a delay or cancellation where the reason was beyond our control, provided we acted reasonably and without avoidable delay.

5. Service Standards and Limitations

We will carry out the service with reasonable care and skill, using methods and products we consider suitable for the materials and conditions disclosed to us. However, results may vary depending on the age, condition, fibre type, stain history, previous treatment, and general wear of the items cleaned. Some stains, odours, colour loss, permanent marking, pile distortion, or texture changes may not be removable, even with specialist treatment. We do not guarantee complete stain removal unless we have expressly stated this in writing.

Any estimate of the likely result is an opinion based on the information available at the time. We may test products on a small area where appropriate, but this does not eliminate all risk. Where a material is delicate, unstable, or previously damaged, the cleaning process may reveal pre-existing issues such as shading, shrinkage, splitting, seam separation, adhesive failure, or dye movement. We are not responsible for deterioration caused by inherent weakness, pre-existing faults, or hidden conditions not reasonably detectable before work begins.

Where we supply incidental consumables or apply specialist solutions, these will be selected in good faith for the purpose intended. Certain items may require drying time or may release residual odour temporarily after treatment. If we advise that a particular surface should not be walked on, used, or covered until fully dry, you agree to follow that instruction. Any attempt to speed up drying using unsuitable heat sources, chemicals, or equipment is at your own risk.

6. Liability and Insurance

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we will not be liable for losses that were not reasonably foreseeable, for indirect or consequential losses, or for business interruption, loss of profit, loss of opportunity, or reputational harm unless required by law.

Our total liability arising from any single booking or related series of services will be limited to the amount you paid us for the relevant service, except where the law requires otherwise. If a claim is made, you must notify us promptly and allow us a reasonable opportunity to inspect the issue, investigate the circumstances, and, where appropriate, put matters right. You must not dispose of items, conceal damage, or commission third parties to remedy a problem before giving us that opportunity, unless immediate action is needed to prevent further damage.

We are not responsible for damage caused by your failure to follow our instructions, by hidden defects, by unsuitable access, by misuse of the treated area, or by pre-existing damage. This includes damage from moving items that were not agreed to be moved, water exposure from faulty fittings, weak fixtures, unstable flooring, or electrical issues beyond our control. Any property left in or near the work area remains your responsibility unless we have expressly agreed otherwise in writing.

7. Waste Regulations and Environmental Handling

As a cleaning business operating in the UK, we will handle waste in accordance with applicable environmental and waste regulations, including the duty to manage waste responsibly and to prevent pollution. Any waste created by our operations, such as used disposable materials, packaging, or residues removed during cleaning, will be stored, transported, and disposed of in a lawful and environmentally appropriate manner. We will not knowingly dispose of waste in a way that breaches local or national rules.

You remain responsible for the lawful disposal of household items, contaminated personal property, or materials you ask us to remove unless we have specifically agreed to take that waste away and are permitted to do so. Certain substances, including hazardous chemicals, biological contamination, sharp objects, asbestos-related materials, or other regulated waste, may fall outside our standard service and may require specialist handling. If we identify such materials, we may stop work, isolate the area where possible, and advise that specialist contractors or the appropriate authorities be contacted.

If waste removal is included as part of the agreed service, we will only remove items that we are legally allowed to handle and that are clearly described in the booking. You must not ask us to transport or dispose of prohibited, dangerous, or unidentified waste without prior agreement. Where waste disposal charges apply, these will be explained before the work proceeds wherever reasonably possible. We reserve the right to refuse disposal requests that would place us in breach of law or regulation.

8. Complaints, Disputes, and Records

If you are dissatisfied with any part of the service, you should raise the matter as soon as reasonably possible so that we can investigate. Please provide a clear description of the concern and any relevant photographs or other information that may help us assess the issue. We may request access to the affected area for inspection. We will consider the circumstances fairly and, where appropriate, may offer a re-clean, partial refund, or other reasonable remedy depending on the facts and legal position.

Our internal records, quotations, booking confirmations, payment records, and service notes may be used to verify the scope of the work and the terms agreed. If there is any inconsistency between a verbal statement and a written confirmation, the written confirmation will generally prevail unless it is shown to be incorrect or incomplete. You should keep copies of any correspondence and invoices relevant to the booking.

These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or agreed otherwise. If any clause is found to be unenforceable, the remaining clauses will continue in effect. No failure or delay by us in exercising a right will operate as a waiver of that right.