Colney Hatch Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Colney Hatch Carpet Cleaners provides carpet and floor cleaning services to residential and commercial customers. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to these terms. Please read them carefully before placing a request for a service. They are intended to clarify what you can expect from us, what we expect from you, and how matters such as pricing, access, cancellations, responsibility, and waste handling are managed.

For the purposes of these terms, references to “we”, “us”, “our”, or “the company” mean Colney Hatch Carpet Cleaners. References to “you” or “the customer” mean the person, business, tenant, landlord, managing agent, or other party requesting the service. These terms apply to carpet cleaning, rug cleaning, upholstery cleaning where offered, stain treatment, deodorising, and any related cleaning task carried out as part of the agreed service.

We aim to provide a professional carpet cleaning service that is transparent and practical. However, because every property, fibre type, stain, and level of soiling is different, results cannot be guaranteed in every case. Some marks, wear patterns, and previous damage may remain visible even after careful treatment. These terms explain the limits of our responsibility and the conditions under which work is accepted and completed.

Booking process begins when you request a quote or ask us to reserve a time slot. We may provide an estimate based on the information supplied by you, including the size of the area, the type of fibres, the number of items to be cleaned, access conditions, and any known issues such as heavy staining, pet odours, or past flooding. If the information provided is incomplete or inaccurate, the final price and timing may need to be adjusted on site. A booking is only confirmed when we have accepted your request and given a date, time, or booking reference, if applicable.

It is your responsibility to ensure that all details provided before the appointment are correct and complete. This includes the number of rooms, approximate floor area, any specialist materials, and any obstacles that may affect access or cleaning. If the cleaning task changes on arrival, or if additional areas are requested, we may revise the quotation. Any change to the price or service scope will be communicated before work continues, where reasonably possible.

We reserve the right to decline or postpone a booking if we believe the work requested is unsuitable, unsafe, outside our service capability, or likely to cause damage to the property or the cleaned item. We may also require prepayment, a deposit, or card authorisation for certain bookings, larger jobs, or repeat attendance. Appointment times are given as estimated slots unless expressly agreed otherwise, and minor delays may occur due to traffic, weather, previous job overruns, or unforeseen operational issues.

You must ensure that someone over the age of 18 is available to grant access and approve the work, unless prior arrangements have been made. If you are absent, you must make suitable arrangements for entry and for any decisions that may need to be made during the visit. We are not responsible for delays caused by locked access, missing keys, security restrictions, parking limitations, or the unavailability of a nominated contact.

Payments are due in accordance with the quotation or invoice provided. Unless otherwise stated, payment is required upon completion of the service and before our team leaves the premises. We accept the payment methods communicated at the time of booking, and we may request full or partial payment in advance for some services. Where an estimate is given, it is not a fixed price unless specifically stated in writing.

If additional work is requested during the appointment, any extra charge will normally be based on the actual additional time, materials, equipment use, or complexity involved. You agree to pay all reasonable charges arising from changes you request once work has started. If payment is not made when due, we may suspend further services, apply reasonable recovery costs where permitted by law, and/or refuse future bookings until outstanding sums are settled. Nothing in these terms affects your statutory rights where they apply.

Cancellations and rescheduling must be made as early as possible. If you need to cancel or change the appointment, please do so within a reasonable period before the scheduled visit so the slot can be offered to another customer. If cancellation occurs at short notice, or if our team arrives and is unable to start work because of your failure to provide access or instructions, we may charge a call-out fee, an administration fee, or a proportion of the agreed service cost, depending on the circumstances and any pre-agreed arrangement.

If we need to cancel or reschedule because of illness, vehicle failure, severe weather, equipment issues, or other operational reasons, we will aim to offer the nearest available alternative time. We will not be liable for indirect losses caused by such changes, such as missed rental appointments, business interruption, or inconvenience, except where liability cannot lawfully be excluded. We will always act reasonably and try to keep disruption to a minimum.

Scope of work and customer responsibilities are important to the safe delivery of a carpet cleaning appointment. Before our technicians begin, you should remove small personal items, fragile objects, cash, documents, and valuables from the areas to be cleaned. Where heavy furniture must be moved, this will only be done if it is safe and practical to do so. You are responsible for advising us of any delicate flooring, hidden damage, loose fittings, underfloor heating, or pre-existing defects that could be affected by moisture, heat, or movement.

We may refuse to move items that are unsafe, unusually heavy, unstable, or likely to cause injury or damage. If furniture is moved at your request, you accept responsibility for pre-existing marks, weak joints, hidden wear, or damage caused by unsuitable construction. We do not remove wall hangings, electrical appliances, fixtures, or fitted items unless expressly agreed and appropriate to do so. Any preparation instructions given before attendance should be followed in full to reduce the risk of delay or limitation in service delivery.

Liability is limited to losses that are directly caused by our negligence or by a breach of these terms, and only to the extent permitted by law. We do not accept responsibility for pre-existing stains, permanent discolouration, dye transfer, wear, pile distortion, shrinkage caused by unsuitable materials, colour loss on unstable fabrics, or deterioration arising from age, previous cleaning attempts, or hidden defects. Some textiles and carpets react unpredictably to moisture, heat, detergents, or agitation, especially where fibres are old, weak, heavily worn, or incorrectly installed.

Any advice we provide about suitability, drying, stain removal, or aftercare is given in good faith but does not amount to a guarantee of outcome unless clearly agreed in writing. We will not be liable for indirect or consequential losses, including loss of business, loss of use, missed appointments, or loss of profit, except where such exclusion is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot legally be excluded.

Waste regulations and disposal are handled in line with applicable UK law. Any waste created as part of the service, such as residue removed from cleaning equipment, disposable protective materials, or debris collected during cleaning, will be managed responsibly. We will not remove hazardous waste, clinical waste, asbestos, chemicals, sharps, or other controlled materials unless specifically agreed in advance and lawfully permitted. If waste is identified that falls outside our normal service scope, we may decline to handle it and may advise that specialist contractors are required.

You must tell us in advance if the property contains contaminated materials, sewage residue, mould of a reportable type, pest waste, or any other substance that may require special handling. We may stop work immediately if we discover unsafe or unlawful waste conditions. In such cases, you may remain responsible for the cost of time spent, equipment used, and any reasonable expenses already incurred. We will dispose of or retain waste only in accordance with environmental and waste-management requirements, and we expect the customer to cooperate where segregation or access is needed.

Completion of service means that the agreed cleaning tasks have been carried out using reasonable care and skill. You should inspect the cleaned areas as soon as practical after the appointment and raise any concerns within a reasonable time. Where a complaint is made, we may ask for photographs, a description of the issue, or an opportunity to revisit the site to assess the matter. Any re-clean or remedial visit, if offered, is provided without admission of liability and only where appropriate to the circumstances.

Drying times vary depending on fabric type, ventilation, weather, moisture levels, and the cleaning method used. We do not guarantee immediate drying. You should avoid walking on damp areas, replacing furniture too soon, or using heating equipment in a way that could damage fibres or backing. Any aftercare instructions given by our team should be followed carefully. Failure to do so may affect results and may limit any right to claim for alleged poor performance where the issue arises from ignoring those instructions.

Insurance and property condition are relevant to every appointment. We maintain insurance cover that is appropriate to the services we offer, but this does not mean all forms of damage are automatically recoverable. You remain responsible for ensuring that the property is suitable for the service requested. If the surface being cleaned is already damaged, weak, or unstable, it may deteriorate during or after cleaning despite reasonable care. We are not responsible for hidden defects that could not reasonably have been identified before work began.

Force majeure events, including extreme weather, natural disaster, fire, power failure, government restrictions, strikes, transport disruption, or any other event outside our reasonable control, may prevent us from carrying out or completing a booking on time. In such circumstances, we may suspend, delay, or cancel the service without liability for resulting losses. If payment has been made for work not performed because of such an event, we will discuss a suitable rearrangement or refund for the affected part of the service, as appropriate.

These terms may be updated from time to time to reflect changes in our operations, legal obligations, or service structure. The version in force at the time of booking will usually apply to that appointment unless a different version has been agreed in writing. If any part of these terms is found to be unlawful, unenforceable, or invalid, the remaining provisions will continue in full force so far as the law allows.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking process, the payment of fees, or the interpretation of these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Colney Hatch Carpet Cleaners. They are intended to create a fair and practical framework for our professional carpet cleaning services while protecting both parties and ensuring that work is carried out safely, lawfully, and with clear expectations from start to finish.