South Hornchurch Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which South Hornchurch Carpet Cleaners supplies carpet, upholstery, and related cleaning services to residential and commercial customers. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to make the service process clear, fair, and legally sound, while protecting both the customer and the service provider. In these terms, references to “we”, “us”, and “our” mean South Hornchurch Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service.
Our carpet cleaning services may include deep cleaning, stain treatment, deodorising, upholstery care, and other related work agreed in advance. All services are provided subject to inspection of the material, condition, access, and suitability of the site. The customer must ensure that the areas to be cleaned are reasonably accessible, that valuables are removed or secured, and that the booking details supplied are accurate. Where we identify any issue that may affect the outcome, such as pre-existing wear, dye instability, or water-sensitive flooring, we may adjust the method used or decline to proceed with part of the service if necessary for safety or to prevent damage.
These terms apply to all bookings, whether made by telephone, email, online form, text message, or another agreed method. A booking will only be confirmed once we have received the relevant information and, where required, any deposit or advance payment. Any quotation is based on the information provided at the time of booking and may be revised if the actual work differs from the description given. Nothing in these terms affects your statutory rights under UK consumer law.
The booking process begins when the customer submits a request for a quote or service appointment. During the booking stage, we may ask for details such as the type of carpet or fabric, approximate room sizes, number of items to be cleaned, stain types, parking or access issues, and any particular concerns about pets, children, allergies, or previous treatments. This information helps us provide an accurate estimate and allocate the appropriate time, equipment, and cleaning products.
Once a quotation is provided, it remains valid for a limited period unless stated otherwise. A quote does not guarantee the final price if the actual conditions differ from those described. For example, if the carpet area is larger than stated, heavily soiled, or requires additional stain removal, extra work may be needed and the price may be adjusted before or during the appointment. We will make reasonable efforts to explain any change before carrying out additional work. A confirmed booking means that a date and time have been reserved for you, and that we may refuse other work for that slot.
If the customer books on behalf of another person or property owner, the person making the booking confirms that they have authority to do so. The person responsible for payment remains liable for the charges unless we agree otherwise in writing. It is the customer’s responsibility to provide correct access arrangements, including entry codes, keys, parking permissions, or site instructions. Where access is delayed, restricted, or impossible, we may charge a waiting fee or cancellation fee as described below.
All payments must be made in the manner agreed at the time of booking. We may accept bank transfer, card payment, cash, or another approved method. Unless otherwise stated, payment is due on completion of the service on the same day. For larger jobs, commercial cleaning, repeat appointments, or special-order materials, we may require a deposit or partial advance payment before the visit. Any deposit requested is used to secure the appointment and offset our scheduling and administration costs.
If a deposit has been taken and the customer cancels outside the permitted cancellation period, the deposit may be retained in full or in part to cover losses arising from the booking slot being reserved. Where payment is not made when due, we reserve the right to charge interest and reasonable recovery costs in line with applicable UK law. We also reserve the right to suspend any further services until outstanding balances are settled. In the event of a disputed invoice, the customer must notify us promptly with full details so we can investigate the matter. Undisputed amounts remain payable by the due date.
Any promotional price, discount, or special offer is subject to its own conditions and may be withdrawn at any time without notice unless a confirmed booking has already been made. Price estimates are based on ordinary operating conditions and do not include unforeseen work unless clearly stated. Payment of the invoice confirms acceptance of the service provided, subject always to your legal rights if the service was not carried out with reasonable care and skill.
Our cancellation policy is designed to be fair to both parties. If you need to cancel or reschedule, you should notify us as soon as possible. Where notice is given with reasonable advance time, we will usually offer an alternative appointment subject to availability. Cancellations made too close to the appointment may result in a charge if we have already allocated staff, equipment, or transport for the visit. The exact amount may depend on how much notice was given and whether a deposit was paid.
If we arrive at the property and are unable to gain access, or if the customer is not present when attendance is required, this may be treated as a late cancellation or failed appointment. In such cases, we may charge a call-out fee, waiting fee, or full cancellation fee, depending on the circumstances. If adverse weather, unsafe conditions, equipment failure, or another event outside our reasonable control affects the appointment, we may postpone or cancel the service without liability for consequential loss. We will seek to rearrange the booking where possible.
We also reserve the right to cancel a booking if the site is unsafe, the information supplied is materially inaccurate, the customer requests work that is unlawful or unreasonable, or circumstances make performance impracticable. If we cancel for reasons within our control and no alternative date is acceptable, any prepaid amount relating to the unperformed service will normally be refunded. This paragraph does not limit any mandatory rights you may have under the Consumer Rights Act 2015 or other applicable legislation.
Our liability is limited to the extent permitted by law. We will perform services with reasonable care and skill and use cleaning methods and products that are appropriate to the surface and conditions disclosed to us. However, carpet and upholstery materials vary widely, and some items may have hidden weaknesses, pre-existing wear, colour loss, old stains, shrinkage risk, or unstable dyes. Because of this, we cannot guarantee complete stain removal, perfect restoration, or identical results across all materials. Any cleaning outcome depends on the item’s condition, composition, and history.
We are not liable for loss or damage caused by matters beyond our reasonable control, including but not limited to hidden defects, poor prior installation, manufacturer faults, water ingress from defective plumbing, electrical issues, or failure to follow our aftercare instructions. The customer is responsible for informing us of any known risks, fragile items, or special requirements before work starts. We do not accept responsibility for items left in the cleaning area unless damage is directly caused by our negligence. Any claim must be reported as soon as reasonably practicable so that we can inspect the issue and, where appropriate, investigate or remedy it.
To the maximum extent permitted by law, our total liability for any loss or damage arising out of a booking shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law does not allow such limitation. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. The customer should take reasonable steps to protect furniture, electronic equipment, ornaments, and other belongings before and during the appointment.
All cleaning work must comply with applicable waste regulations and environmental requirements in the UK. Wastewater, residues, used materials, and removed debris will be managed in a lawful and responsible manner. We will not knowingly discharge contaminated water, chemicals, or waste into places where it may cause harm or breach environmental rules. Where specialist disposal is required, the customer may be charged an additional fee if this was not included in the original quote and the need could not reasonably have been foreseen.
The customer must not ask us to dispose of items that are hazardous, illegal, or improperly packaged unless this has been agreed in advance and can be lawfully handled. If the site contains contaminated material, bodily fluids, mould, sharps, or other potentially hazardous waste, we may refuse to proceed until appropriate arrangements are made. The customer is responsible for declaring any such conditions before the visit. We may also cease work immediately if we discover material that requires specialist handling beyond the scope of ordinary carpet cleaning services.
We use products and methods intended for normal professional cleaning. The customer should inform us of any allergies, sensitivities, or restrictions before the appointment so we can take reasonable precautions. After cleaning, the customer should allow adequate drying time and follow aftercare advice provided on site. Failure to follow aftercare guidance may affect the final result and any valid claim. This is particularly important where carpets are heavily soiled, treated for stains, or cleaned in areas with limited ventilation.
Bookings are accepted on the understanding that the customer has read and agreed to these terms. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining parts will continue in full force. Any failure by us to enforce a right at any time does not waive that right. We may update these terms from time to time to reflect changes in law, business practice, or service arrangements, and the version in force at the time of the booking will apply unless a later change is required by law.
These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved informally. This governing law provision applies regardless of where the booking was made, provided the service is supplied within the United Kingdom and subject to mandatory consumer protections that apply.
South Hornchurch Carpet Cleaners aims to provide a professional, transparent, and reliable service. By confirming a booking, the customer acknowledges that they understand the nature of the service, accept the pricing and payment terms, and agree to cooperate with access, safety, and aftercare requirements. These terms are intended to protect both parties while allowing the work to be carried out efficiently and lawfully. For clarity, any specific written agreement signed for a particular job will take priority over these general terms to the extent of any inconsistency.