Hammersmith Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Hammersmith Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions the following expressions have the following meanings:
Company means Hammersmith Carpet Cleaning, the provider of the services.
Client means the individual, business, or organisation requesting and receiving the services from the Company.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any other related services agreed in writing between the Client and the Company.
Booking means a confirmed request by the Client for the Company to provide services at a specified time, date and location.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and other soft furnishings. The exact scope of work for each Booking will be agreed in advance based on the information provided by the Client. The Company reserves the right to decline work that falls outside its usual service capabilities or where the condition of the items or Premises makes the work unsafe or impractical.
Any estimated results given, including stain removal or restoration of appearance, are not guaranteed. Actual results will depend on the age, condition, fibre type, previous cleaning, and nature of soiling or staining of the items to be cleaned.
3. Booking Process
Bookings may be made by the Client via the Companys chosen communication channels. The Client will be asked to provide accurate information about the Premises, access arrangements, approximate room sizes or item quantities, and any particular concerns or requirements.
A Booking is only confirmed when the Company has accepted it and, where applicable, when a deposit has been received. Provisional times or dates given before confirmation are subject to availability and may change.
The Client is responsible for ensuring that the person making the Booking has authority to do so on behalf of the property owner, tenant, or business. By confirming a Booking the Client warrants that they have the legal right to grant access to the Premises and to authorise the services.
4. Access to Premises
The Client must ensure that the Companys operatives have safe and reasonable access to the Premises at the agreed time. This includes access to parking where reasonably possible, as well as access to electricity and hot and cold water if required.
If access is not available on arrival, or if the Premises are unsafe for work to proceed, the Company may treat the Booking as cancelled by the Client and may apply a cancellation fee in accordance with these Terms and Conditions.
5. Client Obligations Before Service
Before the scheduled service, the Client should remove small furniture, fragile items, personal belongings, valuables, and other objects from the areas to be cleaned, unless otherwise agreed. Heavy or bulky furniture will be moved only where it is safe and practical for the operatives to do so and at their discretion.
The Client must inform the Company in advance of any known defects, damage, loose fittings, previous repairs, colour instability, or special characteristics of carpets, rugs, upholstery, or hard flooring that could affect the cleaning process or be affected by it.
If there are pets at the Premises, the Client must ensure they are safely contained away from the work area. The Company accepts no liability for pets escaping or being affected by cleaning solutions where the Client has not taken suitable precautions.
6. Pricing and Estimates
Prices are normally provided based on information given by the Client or, where necessary, following a pre-service assessment. Any quotes or estimates are given in good faith. If the actual condition, size, or nature of the work differs significantly from what was described, the Company reserves the right to adjust the price or decline to proceed.
Unless stated otherwise, prices include labour, use of cleaning equipment and products, and standard travel within the Companys normal service area. Additional charges may apply for properties outside the usual area, for extended parking costs, congestion or clean air zone charges, or for extra work requested on the day that was not included in the original Booking.
7. Payments and Deposits
The Company may require a deposit at the time of Booking, which will be deducted from the final invoice. The size of the deposit will be notified to the Client when the Booking is made. Deposits are generally non-refundable, subject to the cancellation provisions below.
Unless otherwise agreed in writing, full payment is due immediately on completion of the services. The Company accepts payment by the payment methods it communicates to the Client prior to or on the day of service.
For commercial Clients or larger projects, alternative payment terms may be agreed in writing. Invoices not paid by the due date may incur interest and administration charges in accordance with applicable UK legislation governing late payment of commercial debts.
8. Cancellations and Rescheduling
If the Client wishes to cancel or reschedule a Booking, they must give the Company as much notice as reasonably possible. The Company may apply the following charges:
Where more than 48 hours notice is provided, any deposit may be transferred to a new Booking at the Companys discretion.
Where between 24 and 48 hours notice is provided, the Company may retain all or part of the deposit or charge up to 50 percent of the quoted service price.
Where less than 24 hours notice is provided, or if access to the Premises is not available when the operative arrives, the Company may charge up to 100 percent of the quoted service price.
The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to staff sickness, severe weather, equipment failure, or safety concerns at the Premises. In such cases, the Company will offer the Client an alternative date or, if no suitable alternative is available, a refund of any deposit paid for the affected Booking.
9. Service Standards and Limitations
The Company will use reasonable skill and care when providing the services and will use professional cleaning methods and products suitable for the items being treated, based on the information available. However, the Client acknowledges the following limitations:
Complete stain removal is not always possible, particularly for stains that are old, set, or of a certain chemical nature.
Pre-existing wear, fading, fibre damage, or colour loss may become more visible after cleaning.
Shrinkage or texture changes can sometimes occur, especially where items were previously exposed to moisture or incorrectly cleaned.
No guarantee can be given that odours such as pet urine, smoke, or damp will be fully removed.
The Company will not be liable for any issues arising from undisclosed conditions, incompatible previous treatments, or manufacturers cleaning restrictions that were not made known to the Company in advance.
10. Liability
Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot be excluded or limited under UK law.
Subject to the above, the Companys total liability for any loss or damage arising out of or in connection with the services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable for the specific Booking during which the loss or damage occurred.
The Company will not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of enjoyment, or loss related to business interruption, even if such losses were foreseeable.
The Client must notify the Company in writing of any damage or dissatisfaction with the services within 48 hours of completion. The Company will be given a reasonable opportunity to inspect and, where appropriate, rectify any issues. Failure to provide such opportunity may limit or exclude any liability on the part of the Company.
11. Customer Satisfaction and Complaints
The Company aims to provide services to a high standard. If the Client is dissatisfied, they should contact the Company as soon as possible, and in any event within 48 hours of the service, clearly describing the issue and, where relevant, identifying the affected areas or items.
Where the complaint is found to be justified, the Company may, at its discretion, re-clean affected areas, offer a partial refund, or provide another form of reasonable remedy. This will normally be the Clients sole and exclusive remedy in respect of service quality complaints.
12. Waste Handling and Environmental Obligations
The Company will handle and dispose of waste generated by its services in accordance with applicable UK waste and environmental regulations. This may include waste water, removed dry soil, and used consumables such as disposable cloths or filters.
Where the service involves removal of significant quantities of waste, bulky items, or hazardous materials, additional charges may be applied, and separate arrangements may be required. The Company is not licensed to remove or dispose of certain regulated waste streams, and in such cases the Client remains responsible for arranging appropriate lawful disposal.
The Client must not request or require the Company to dispose of waste in any unlawful manner, including discharge into inappropriate drainage systems, public spaces, or household bins where this would breach local regulations. The Company reserves the right to decline any such request.
13. Health and Safety
The Company will take reasonable steps to ensure that services are carried out safely. Operatives are instructed to follow relevant health and safety procedures, including appropriate use of personal protective equipment and safe handling of cleaning solutions and machinery.
The Client must inform the Company of any health and safety risks at the Premises, including slippery floors, damaged electrical sockets, limited ventilation, or other hazards. The Company may suspend or cancel work if it considers that the Premises are unsafe.
Some cleaning products and processes may create temporary trip hazards, damp surfaces, or odours. The Client is responsible for ensuring that children, pets, staff, or other occupants are kept away from work areas until it is safe to re-enter.
14. Insurance
The Company maintains insurance cover appropriate for the nature of its operations, in line with industry practice. Details of current cover can be made available to Clients on request. Insurance is subject to the terms, conditions, and exclusions of the relevant policy, and any claim must be handled in accordance with those policy requirements.
15. Data Protection and Privacy
The Company collects and processes personal data relating to Clients for the purposes of managing Bookings, delivering services, and handling payments and communications. Personal data will be processed in accordance with applicable UK data protection legislation.
The Company will take reasonable steps to keep Client information secure and will not sell personal data to third parties. Information may be shared with third parties where necessary for service delivery, payment processing, legal compliance, or enforcement of these Terms and Conditions.
16. Amendments to Terms and Conditions
The Company may update these Terms and Conditions from time to time. The version in force at the time of the Clients Booking will normally apply to that Booking. Continued use of the Companys services after any changes have been published will be taken as acceptance of the updated Terms and Conditions for future Bookings.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the services provided by the Company, 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 to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
18. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
No person other than the Client and the Company shall have any rights to enforce any of these Terms and Conditions, whether under the Contracts Rights of Third Parties Act 1999 or otherwise.
These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the services and supersede any previous agreement, understanding, or arrangement, whether written or oral.
