Terms and Conditions for Haggerston Carpet Cleaners
These Terms and Conditions set out the basis on which Haggerston Carpet Cleaners provides domestic and commercial carpet, upholstery, rug, and related cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear and fair framework for service delivery, pricing, access, cancellations, liability, and compliance with applicable law. These terms apply to all services supplied unless otherwise agreed in writing.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Haggerston Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. If the cleaning is arranged by a tenant, landlord, managing agent, or office manager, the person placing the booking confirms that they have authority to do so and accept responsibility for payment unless we agree otherwise in writing. These terms are intended to support a professional carpet cleaning service and to reduce misunderstandings before work begins.
We reserve the right to update these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that appointment unless a later version has been expressly agreed. Nothing in these terms affects your statutory rights under UK consumer law where such rights apply.
Booking Process
Bookings for Haggerston Carpet Cleaners may be made by telephone, email, online enquiry, or any other booking channel we make available. A booking is not confirmed until we have accepted it and provided a date, approximate time, and a description of the agreed services. Any estimate provided before inspection is based on the information supplied by the customer and may change if the property, fabrics, staining, access, or level of soiling differs from the information initially given. We recommend that customers disclose all relevant details at the time of booking, including pets, previous treatments, delicate fibres, and any known damage or contamination.
Where a quotation is provided, it is generally based on the areas or items described and assumes normal access, reasonable working conditions, and no hidden complications. If additional rooms, items, or treatment stages are requested on arrival, or if the original description was incomplete, we may revise the price before starting extra work. We may also decline to proceed with any part of the job if we believe the service requested would be unsafe, ineffective, or unsuitable for the material concerned. Any special request, including use of a particular product or method, must be agreed in advance and may affect pricing or service availability.
Access, Preparation and Customer Responsibilities
Customers must ensure that our operatives have safe, reasonable access to the premises at the agreed time. This includes arranging entry, clearing fragile or valuable items from work areas where appropriate, and ensuring that power, water, and parking or loading access are available if required for the work. If the premises are not ready, access is delayed, or we are unable to start for reasons outside our control, we may charge for waiting time, redelivery, or a wasted visit. The customer is responsible for securing pets, removing obstacles, and advising us of any health and safety concerns before work begins.
We will take reasonable care when moving light furniture if this is necessary for cleaning, but we are not obliged to move heavy, fixed, assembled, or high-value items unless previously agreed. It is the customer’s responsibility to identify any items that should not be moved. We also rely on the customer to tell us about pre-existing damage, loose seams, defective flooring, colour instability, underlay issues, mould, or moisture sensitivity. The customer should understand that some materials, especially older or delicate textiles, may react unpredictably to water, heat, agitation, or cleaning agents.
Where the customer requests stain treatment, deodorising, sanitising, or protection products, we will use reasonable skill and care, but no outcome can be guaranteed. Many stains are permanent, may have altered the fibre structure, or may have been set by prior cleaning attempts. Similarly, some odours, wear patterns, traffic lanes, or ingrained marks may be reduced rather than fully removed. A professional rug and carpet cleaning service can improve appearance and hygiene, but it cannot restore materials beyond their natural condition.
Payments and Charges
Unless agreed otherwise in writing, payment is due on completion of the service on the same day. We may accept bank transfer, debit or credit card, or another payment method that we have approved in advance. For business customers or larger contracts, we may require a deposit, staged payment, or advance payment. All prices are stated in pounds sterling and, where applicable, may be subject to VAT or other taxes. The customer is responsible for making payment in full, without deduction or set-off, unless such deduction is required by law.
Any estimate or quote is based on the information available at the time and may not include unforeseen additional work. If extra labour, specialist chemicals, stain removal, or repeat visits are required because of circumstances not disclosed before the appointment, additional charges may apply. We will normally explain any likely extra charge before proceeding where reasonably practicable. If payment is not made on time, we may charge reasonable recovery costs and interest to the extent permitted by law. Title to any goods supplied remains with us until full payment has been received.
Cancellation and Rescheduling
Customers may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation is made with sufficient notice, no cancellation fee may be payable, although any deposit may be retained or used against a future appointment where this has been stated at the time of booking. If cancellation occurs at short notice, if access is refused, or if the property is not ready for work, we may charge a cancellation fee or wasted visit fee to cover costs already incurred, including staff time and travel. The amount charged will be fair and proportionate to the loss we have suffered.
We may also need to reschedule due to illness, equipment failure, adverse weather, traffic disruption, safety concerns, or circumstances beyond our reasonable control. In such cases, we will make reasonable efforts to offer an alternative appointment. We are not liable for indirect losses caused by a change in schedule, provided we act reasonably and keep the customer informed. For consumer bookings, any cancellation rights under the Consumer Contracts Regulations 2013 will apply only where those regulations are legally applicable and subject to any relevant exceptions for services requested to start within the statutory cancellation period.
Liability and Limitations
We will provide our services with reasonable skill and care, using appropriate methods and products for the surface or fabric being treated. However, carpet and upholstery cleaning carries inherent risks, including shrinkage, colour loss, texture change, seam movement, browning, wicking, slow drying, or pre-existing defects becoming visible. The customer accepts that some variation in appearance, texture, and drying time is normal. We shall not be responsible for damage that results from the material’s age, construction, condition, hidden weakness, or the customer’s failure to disclose relevant information.
To the fullest extent permitted by law, we exclude liability for loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses arising from or in connection with the service. 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 lawfully be excluded under UK law. Where we are found liable for damage to property, our liability will ordinarily be limited to the reasonable cost of repair or replacement, taking account of age, depreciation, and the condition of the item immediately before the incident.
If a complaint is made, the customer must notify us within a reasonable time after discovering the issue and allow us a reasonable opportunity to inspect the affected item or area. In many cases, a follow-up visit may be the most appropriate way to resolve concerns. The customer must not arrange third-party remedial work without giving us a chance to assess the issue, unless delay would reasonably make matters worse. Any claim must be supported by details of the service, photographs where available, and evidence of loss where relevant.
Waste Regulations and Environmental Compliance
Haggerston Carpet Cleaners is committed to operating in line with applicable UK environmental and waste management obligations. Any waste generated during the service, including removed debris, contaminated consumables, or residues collected during cleaning, will be handled responsibly and disposed of in a lawful manner. Where waste is classed as controlled, special, or hazardous, we will manage it in accordance with the relevant regulations and use suitable disposal routes. Customers must inform us in advance if the premises contain hazardous materials, biohazards, infestation-related waste, needles, bodily fluids, chemical spills, or other contamination that may require special handling.
The customer is responsible for ensuring that any waste stream relating to the property has been correctly described and that we are not asked to remove materials that require a licence, specialist carrier, or separate treatment without prior agreement. We may refuse to handle substances or items that we reasonably believe present a health, environmental, or legal risk. Where legislation requires records, segregation, or particular disposal methods, we will act accordingly and may pass on any associated charges. In some cases, specialist third-party contractors may be necessary, and the customer agrees to cooperate with such arrangements where reasonably required.
We also expect customers to comply with environmental obligations relevant to their premises, particularly where a cleaning job forms part of a larger refurbishment, tenancy changeover, or commercial maintenance programme. Detergents, rinse water, and waste materials should not be disposed of in a manner that would breach local sewage, environmental, or building rules. Our operatives may decline to use a method that would create undue environmental harm or conflict with applicable regulations. We may document unusual waste conditions to support safe and compliant service delivery.
Service Standards, Delays and Force Majeure
We aim to arrive within a reasonable time window, but appointment times are estimates rather than guarantees unless expressly agreed as fixed times. Delays caused by traffic, access problems, weather, or prior jobs running long may affect arrival times. If there is a significant delay, we will make reasonable efforts to keep the customer informed. We are not liable for failure or delay in performance caused by events outside our reasonable control, including severe weather, fire, flood, power failure, transport disruption, labour disputes, or actions by third parties. In such circumstances, we may suspend, postpone, or cancel the affected appointment without liability.
Our staff may refuse to continue work if they believe that doing so would be unsafe, unlawful, or likely to cause damage. This includes situations involving unsafe wiring, aggressive behaviour, hazardous chemicals, exposed nails or sharp objects, or animals that cannot be secured. The customer must treat our staff respectfully and provide a safe working environment. We reserve the right to leave the premises if there is harassment, abuse, or a risk to health and safety, and we may charge for time spent on site where work cannot proceed for such reasons.
Ownership of Materials and Customer Property
Any equipment, tools, or consumables we bring to site remain our property at all times. The customer must not tamper with, borrow, or remove our equipment unless we have given permission. We are not responsible for items of value left in working areas unless loss is caused by our proven negligence. Customers should remove cash, jewellery, documents, electronics, and breakables from the area before work begins. If the customer asks us to work around valuable or fragile items, this is done at the customer’s risk unless otherwise agreed in writing.
Complaints and Remedies
If the customer believes the service has not been carried out properly, they should contact us as soon as reasonably possible and provide a clear description of the issue. We will review the complaint fairly and may ask for photographs, further details, or an opportunity to inspect the area. Where a service shortfall is established, our preferred remedy may be a return visit, spot treatment, or another proportionate correction. Refunds, if any, will be considered in light of the circumstances, the portion of the service affected, and whether any benefit has already been delivered. Nothing in this section affects mandatory consumer rights.
We will not be responsible for issues caused by the customer’s own actions after the service, such as re-soiling, use of unsuitable products, failure to ventilate, or walking on surfaces before they are sufficiently dry. We may also decline liability where a complaint is first raised long after the cleaning took place and the condition of the item can no longer be fairly assessed. Prompt communication helps ensure that any genuine problem can be resolved efficiently and in a proportionate way.
General Terms
If any part of these Terms and Conditions is found to be unenforceable, the remaining provisions will continue in force. No waiver of any term shall be effective unless agreed by us in writing. A failure to insist on strict performance of any provision does not mean that we have waived our rights under that provision or any other provision. These terms form the entire agreement between the customer and Haggerston Carpet Cleaners in relation to the service, unless a separate written contract states otherwise.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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, except where the customer is resident in Scotland or Northern Ireland and applicable consumer legislation provides otherwise. If a customer is contracting as a business, all disputes shall be dealt with by the courts of England and Wales.
By making a booking with Haggerston Carpet Cleaners, the customer confirms that they have read, understood, and accepted these Terms and Conditions. They also confirm that they have provided accurate information to the best of their knowledge and that they are authorised to arrange the service. These terms are intended to support a professional, transparent, and lawful carpet cleaning service for customers across the UK.
