Hornsey Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Hornsey Carpet Cleaners provides domestic and commercial cleaning services, including carpet care, upholstery treatment, rug cleaning, and related stain-removal services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing a booking, as they explain how the carpet cleaning service is arranged, how payments are handled, and what limits apply to our responsibilities.

In these terms, references to “we,” “us,” “our,” and “the company” mean Hornsey Carpet Cleaners. References to “you,” “your,” and “the customer” mean the person or business requesting the service. These terms apply to all standard Hornsey Carpet Cleaners services unless a separate written agreement says otherwise. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

We reserve the right to amend these terms from time to time. Any updated version will apply to future bookings once published or otherwise communicated to the customer. The version in force at the time of booking will normally govern that service, except where a change is required by law or is otherwise agreed in writing. Nothing in these terms is intended to affect your statutory rights as a consumer under applicable UK law.

1. Booking Process

A booking with Hornsey Carpet Cleaners is considered provisional until we have confirmed the service details. A booking request may be made by phone, email, online form, or any other accepted communication method. When you request a carpet cleaning appointment, you must provide accurate and complete information, including the type of flooring or fabric, approximate room size, access conditions, parking restrictions, water supply concerns, and any known stains, odours, or damage. The more accurate the information, the more reliable our pricing and scheduling will be.

Once we receive the request, we may provide a quotation, estimated arrival window, or a fixed price depending on the nature of the work. Any estimate is based on the information provided by you. If, upon arrival, the job differs materially from the description supplied at the time of booking, we may revise the price, adjust the scope of work, or, if necessary, decline to proceed. Examples include additional rooms, unexpectedly heavy soiling, specialist fibre types, excessive furniture shifting, or access issues not disclosed in advance.

The booking is only confirmed when we accept it expressly and, where applicable, receive any required deposit or pre-authorisation. Confirmation may be given verbally or in writing. Please review the appointment date, time, service type, and any special instructions immediately after confirmation. We accept no responsibility for errors that remain uncorrected once confirmation has been issued and the allocated time slot has been reserved for your Hornsey carpet cleaners appointment.

2. Site Conditions and Customer Responsibilities

You are responsible for ensuring that the area to be cleaned is ready for service at the agreed time. This includes clearing personal items from floors and surrounding surfaces, securing valuables, making sure access routes are safe, and advising us of any fragile features, underfloor heating, hidden cables, loose tiles, weak seams, or pre-existing damage. We may refuse to move heavy or awkward furniture if doing so could risk injury or damage. If furniture must be moved, this will only be done at our discretion and may affect the price or the timing of the appointment.

You must also ensure that there is reasonable access to the property and, where required, water and electricity supplies. If parking, entry, or access restrictions cause delay, we may charge for the lost time or, in serious cases, treat the appointment as cancelled by the customer. Any delay caused by your failure to prepare the premises may reduce the amount of work we can complete during the booked slot. The customer accepts that effective carpet cleaning services depend on a safe and practical working environment.

Where pets, children, or other occupants are present, you must take reasonable steps to keep them away from the work area while our team is operating equipment or applying cleaning solutions. We may require the area to remain unoccupied during drying or treatment periods. You are also responsible for telling us about allergies, sensitivities, or any special requirements before work begins. While we will act with care, we cannot guarantee the complete removal of every stain, odour, or mark, especially where the damage is old, permanent, or caused by unsuitable previous treatments.

3. Payments and Charges

All prices are stated in pounds sterling unless agreed otherwise. Prices may be based on a fixed quotation, an hourly rate, or a combination of both, depending on the nature of the Hornsey Carpet Cleaners service. Any quotation is valid for the period stated in the quotation or, if no period is stated, for a reasonable time only. Quotations assume that the information you gave us is accurate. Additional charges may apply if the job takes longer than expected, involves additional rooms or items, or requires specialised equipment, stain treatment, or deodorisation.

Payment is due in full on completion of the work unless we have agreed an alternative payment arrangement in writing before the appointment. We may accept card payment, bank transfer, or other approved methods, but cashless payment is generally preferred. If a deposit is required, it must be paid by the deadline specified at booking. Failure to pay a deposit may result in the cancellation of the appointment. If any payment is declined, reversed, or disputed without good cause, we may recover the unpaid sum and any reasonable costs associated with collection or administration.

In the event of late payment, we reserve the right to charge interest and recovery costs to the extent permitted by law, particularly where the customer is a business or otherwise liable under applicable commercial debt rules. Discounts, promotions, or package prices apply only where expressly stated and may be withdrawn if the booking is amended or cancelled outside the relevant conditions. We may also require payment before leaving the premises where the work has been completed. The customer agrees that the invoice issued by Hornsey carpet cleaners represents the agreed amount unless a manifest error is shown.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice in advance. Where possible, we ask for at least 24 hours’ notice, though different notice periods may apply for larger or specialist bookings. If you cancel within a short period before the appointment, or fail to provide access when we arrive, we may charge a cancellation fee to cover reserved time, travel, and administration. The fee may be a fixed amount or a percentage of the booked service, depending on the circumstances and the type of appointment.

If we need to reschedule due to weather, equipment failure, staff illness, unsafe conditions, or another event beyond our control, we will contact you as soon as reasonably practicable to arrange a new time. We will not be liable for inconvenience caused by a rescheduled appointment where the rescheduling is necessary and reasonable. If a deposit has been paid and the rescheduling is due solely to our fault, we will either carry the deposit forward or refund it, subject to the circumstances and any work already performed.

If you are not present when required, or if access cannot be gained, we may wait for a reasonable period and then leave the site. In that event, the appointment may be treated as a late cancellation and charged accordingly. Repeated missed appointments or non-cooperation may lead us to refuse future bookings. Any request to change the service on the day is subject to availability and may affect both the final price and the expected completion time.

5. Liability and Service Limitations

We will provide our services with reasonable skill and care, using appropriate equipment and suitable cleaning products where practicable. However, the customer acknowledges that carpet and fabric cleaning can involve inherent risks, including shrinkage, colour loss, pile distortion, watermarking, fibre reaction, and residual odour from underlying contamination. Some materials are delicate, unstable, or pre-damaged, and not every surface is suitable for every treatment. We do not guarantee complete stain removal, full restoration, or identical results across all areas.

Our liability for loss or damage will be limited to the reasonable direct losses arising from our proven negligence or breach of contract, and only to the extent permitted by law. We shall not be responsible for indirect, consequential, or purely economic losses, such as lost profits, loss of use, or inconvenience, unless such exclusion is prohibited. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Where the customer alleges damage has occurred, the issue must be reported to us as soon as reasonably possible and in any event within a reasonable time after completion of the service. The customer should retain the affected item in its post-service condition and provide photographs or other evidence if requested. We may inspect the item or arrange a further visit. If any claim is valid, our preferred remedy may include re-cleaning, partial refund, or another reasonable correction, depending on the circumstances. The customer must take all reasonable steps to mitigate any loss.

6. Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental regulations. Any waste generated during a service, including removed debris, soil, packaging, and used consumables, will be handled responsibly. Unless agreed otherwise, we will dispose of small amounts of service-related waste in a lawful and appropriate manner. We will not knowingly dispose of hazardous materials in ordinary waste streams, and we may refuse to handle substances that are dangerous, illegal, or require specialist disposal arrangements.

The customer must inform us in advance if the premises contain biohazards, bodily fluids, mould contamination, asbestos, sharps, chemicals, or any other material that may require specialist treatment or licensed disposal. If such materials are discovered during the job, we may stop work immediately and advise on the next steps. Any additional costs arising from lawful disposal, protective equipment, or specialist contractors may be charged to the customer if the issue was not disclosed beforehand or if the contamination falls outside standard cleaning work.

We aim to minimise waste and reduce unnecessary use of water and chemicals where this can be done safely and effectively. Cleaning agents may be selected for performance, safety, and regulatory compliance. The customer agrees not to request any method that would require unlawful disposal of waste or breach environmental obligations. If a property or item is unsuitable for standard cleaning because of contamination or prohibited residue, we may decline the work without liability for any resulting inconvenience.

7. Complaints, Remedies, and General Provisions

If you are dissatisfied with any part of the service, you should notify us promptly so the matter can be reviewed. Complaints must be made in good faith and with sufficient detail to allow us to investigate. Where appropriate, we may offer a re-visit, correction, refund, or other reasonable remedy. Any remedy will depend on the facts, the nature of the issue, and whether the customer complied with these terms. Use of the cleaned area after completion may affect our ability to assess a complaint, so it is important to raise concerns without delay.

These terms form the entire agreement between the parties concerning the service, unless varied in writing. No statement made before booking will override these terms unless expressly incorporated. If we do not exercise a right under these terms on one occasion, that does not mean the right is waived for the future. If any provision is considered invalid, unlawful, or unenforceable, it will be severed to the minimum extent necessary, and the remaining provisions will remain in full force. Headings are for convenience only and do not affect interpretation.

Nothing in these terms creates a partnership, employment relationship, or agency arrangement between the company and the customer. The customer may not assign or transfer rights arising from the service without our written consent, and we may assign our rights where lawful. The service is provided for the benefit of the named customer and the specific premises or items identified at booking. Any variation to these Hornsey Carpet Cleaners terms must be agreed in writing by an authorised representative of the company.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise for consumers or mandatory statutory rights. If a dispute cannot be resolved informally, either party may seek legal remedies through the appropriate court or alternative dispute process available under UK law.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms in relation to the Hornsey Carpet Cleaners service. These terms are intended to provide clarity, protect both parties, and ensure that every appointment is carried out fairly and professionally. If you are unsure about any part of the agreement, you should seek independent advice before confirming a booking. Thank you for choosing Hornsey Carpet Cleaners.