Hampton Wick Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Hampton Wick Carpet Cleaners provides carpet, upholstery, and related cleaning services to residential and commercial customers 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 an order for any carpet cleaning service, stain treatment, or other cleaning work.

In these terms, references to “we”, “us”, and “our” mean Hampton Wick Carpet Cleaners; references to “you” and “your” mean the customer receiving our service. These terms are intended to be clear and fair, and they apply alongside any written quote, invoice, or service confirmation issued by us. If any part of a booking differs from these terms, the written confirmation will apply only to the extent that it expressly overrides a specific point.

We reserve the right to update these terms from time to time. The version in force at the time of your booking will generally apply to that booking, unless a later change is required by law. Continued use of our carpet cleaners service, acceptance of a revised quotation, or approval of a rescheduled appointment after a revision may be treated as acceptance of the updated terms. Nothing in these terms affects your statutory rights under UK consumer law.

1. Booking process

Bookings may be made by request for an estimate, followed by confirmation of the chosen service, date, and any special instructions. A booking is only confirmed when we have accepted the job and, where relevant, received any required deposit or advance payment. Any quotation provided before the booking is based on the information supplied by you and may be revised if the actual condition, size, access, or contents of the property differ from what was described.

When arranging a carpet cleaning appointment, you must provide accurate details about the rooms, floor coverings, age and condition of the fibres, access restrictions, parking limitations, and any pre-existing damage or special treatment needs. We may ask for photographs or additional information to help us assess the work. If the booking is made on behalf of a landlord, agent, tenant, business, or managing party, you confirm that you have authority to arrange the service and accept these terms.

Appointment times are estimated arrival windows unless we expressly agree a fixed time. Delays can occur due to traffic, previous jobs running longer than expected, weather, or unforeseen operational issues. We will aim to keep you informed where possible, but we do not guarantee exact arrival times. If a Hampton Wick carpet cleaning visit cannot proceed because of incorrect details or lack of access, this may be treated as a late cancellation or wasted visit.

2. Payments and pricing

All prices are stated in pounds sterling unless agreed otherwise. Prices may be based on the number of rooms, item type, size, level of soiling, required treatment, travel, parking, or additional services. Any quote given before work starts is an estimate unless expressly stated as a fixed price. If the service changes on site because the actual work is more extensive than expected, we may update the price before continuing, and you will have the option to approve or decline the revised scope where reasonably possible.

Payment is due in full on completion unless we have agreed alternative terms in writing in advance. We may require a deposit for larger jobs, repeat commercial work, or appointments scheduled at busy times. Accepted payment methods may vary, but all payments must be made without deduction, set-off, or withholding unless required by law. If an invoice is not paid on time, we may charge reasonable late-payment interest and recover any lawful costs associated with collection.

Any promotional price, discount, or package offer is subject to the conditions stated at the time of booking. Offers cannot usually be combined unless expressly permitted. Additional charges may apply for parking fees, congestion-related costs, specialist equipment, heavy contamination, extra stain work, protective treatments, or the removal of items that obstruct access. If we incur extra costs because the property was not prepared as agreed, those costs may be added to the final invoice where fair and reasonable.

3. Customer responsibilities

You must ensure that the area to be cleaned is reasonably ready for service. This includes moving fragile items, securing pets, providing water and electricity where needed, and ensuring safe access to the work area. While we will exercise reasonable care, we are not responsible for delays or additional charges caused by your failure to prepare the premises properly. If furniture removal or movement is included, it will only cover items that are safe and practical for our team to move.

You should inform us in advance of any known risks, including weakened flooring, loose seams, water-sensitive materials, delicate fabrics, hidden damage, infestations, hazardous substances, or previous DIY treatments. If you ask us to proceed despite a known risk, you accept that the outcome may be affected and that some risk of damage or imperfect results may remain. For certain stains or odours, no cleaner can guarantee complete removal, particularly where the problem has permanently altered the fibre or backing.

4. Cancellations, rescheduling, and no-shows

If you wish to cancel or move an appointment, please give reasonable notice. For many bookings, at least 24 hours’ notice is expected, although some arrangements may require longer depending on the size or timing of the job. Where a booking is cancelled with insufficient notice, or we arrive and are unable to complete the work because access is denied or the property is not ready, we may charge a cancellation fee or the cost of the wasted visit.

We may also need to cancel or reschedule due to illness, equipment failure, severe weather, unsafe conditions, or circumstances beyond our control. If we do so, we will aim to offer a new appointment or alternative arrangement within a reasonable time. We are not liable for indirect losses caused by a necessary rescheduling, such as missed personal plans, loss of business opportunity, or third-party inconvenience, provided we act reasonably and with due care.

5. Service standards and limitations

We will perform the carpet cleaning service with reasonable care and skill, using suitable methods and products for the condition of the materials and the type of contamination described. However, all cleaning outcomes depend on the nature of the fibres, age of the carpet, prior wear, previous cleaning history, and the type of staining or damage present. Some marks, odours, colour loss, shading, pile distortion, or traffic wear may not be fully reversible.

Where we provide a dry time estimate, this is only an approximate guide. Drying may take longer in humid conditions, with heavy soiling, thicker carpets, insufficient ventilation, or limited heating. We do not guarantee exact drying times. You should avoid walking on damp treated areas until appropriate, and you should follow any aftercare instructions we provide. Failure to do so may affect the final result and any claim assessment.

We may refuse to use a method or chemical that we reasonably believe is unsuitable, unsafe, or likely to damage the surface. If you specifically request a method contrary to our professional judgment, we reserve the right to decline that part of the work. Any recommendation made by our Hampton Wick carpet cleaners team is based on the information available at the time and should not be treated as a guarantee of outcome.

6. Liability and damage

We aim to provide a reliable carpet cleaning service, but our liability is limited to losses that are foreseeable and caused by our negligence, breach of contract, or failure to use reasonable care and skill. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded under UK law.

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of anticipated savings, or damage caused by circumstances outside our control. We are also not responsible for damage resulting from pre-existing weakness, hidden defects, unsuitable materials, pre-existing contamination, or the ordinary risks of cleaning aged or fragile surfaces. You should point out any concerns before work begins so we can assess whether the job is appropriate.

If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us a fair chance to inspect the issue before any repair, replacement, or disposal takes place. We may request photos, product labels, purchase details, and access to the area. Any claim may be reduced or rejected if you fail to mitigate further loss, if the damage was caused by a third party, or if you do not allow us the opportunity to investigate properly.

7. Waste regulations and disposal

We comply with applicable UK waste regulations when removing waste generated during our work. This may include used consumables, packaging, waste solution, residue from cleaning, and any other material lawfully created by the service. We will dispose of such waste responsibly and in line with relevant environmental and duty-of-care requirements. Where special disposal is needed because of contamination, the customer may be charged any reasonable additional cost.

You must not ask us to transport or dispose of items that are prohibited, hazardous, or not connected with the agreed service unless we have expressly agreed and are legally permitted to do so. If we discover materials that appear unsafe, contaminated, or regulated, we may stop work or refer the issue for specialist handling. We are not responsible for disposing of personal waste, household rubbish, or items not directly related to the booked service unless this has been agreed in writing.

8. Complaints, refunds, and remedies

If you are unhappy with any aspect of the work, you should tell us promptly so we can consider the issue and, where appropriate, return to inspect the area. In many cases, a reasonable remedy may involve re-cleaning part of the area or providing guidance on aftercare. Refunds are not automatic and will only be considered where a service has not been provided with reasonable care and skill, or where we are otherwise required to do so by law.

Any refund, partial refund, or credit will be assessed case by case, taking into account the service provided, the condition of the property, and the extent to which any issue can be corrected. This does not affect your rights under the Consumer Rights Act 2015 or any other applicable UK consumer legislation. If a stain or problem remains despite reasonable efforts, that alone does not mean the service was defective, particularly where the issue was pre-existing or outside normal cleaning expectations.

9. Data, property, and third-party items

During the booking and service process, we may hold basic personal information such as your name, address, service details, and payment records for administrative and legal purposes. We will use such information only as needed to manage the booking, deliver the service, process payment, handle complaints, and meet legal obligations. We do not require unnecessary personal data to complete the job.

You are responsible for securing valuables, removable items, and sensitive documents before the service begins. We do not accept responsibility for loss or damage to items left in the cleaning area unless caused by our negligence. If third-party property is present, you must ensure you have authority to permit cleaning and that any necessary permissions from landlords, tenants, or managers have been obtained.

10. Force majeure, changes, and governing law

We are not liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control. This includes, without limitation, severe weather, flooding, fire, power failure, road closures, transport disruption, labour shortages, acts of government, or supply interruptions. If such an event affects a booking, we may suspend, postpone, or cancel the service without liability for any resulting indirect loss.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to a booking, quotation, payment, claim, or service provided by Hampton Wick Carpet Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. The headings are for convenience only and do not affect interpretation.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. We recommend keeping a copy for your records. These terms are designed to support a clear and professional relationship between the customer and our carpet cleaners team, while setting realistic expectations for service delivery, payment, cancellations, liability, and lawful waste handling.