Terms and Conditions for Hither Green Carpet Cleaners

These terms and conditions set out the basis on which Hither Green Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming a quote, or allowing work to begin, the customer agrees to be bound by these terms. For the purposes of this document, references to “we”, “us”, and “our” mean Hither Green Carpet Cleaners, and references to “you” or “the customer” mean the individual, business, landlord, tenant, or representative requesting the service.

These terms are intended to be clear, fair, and consistent with UK consumer law and standard service practice. They apply to all carpet cleaning, upholstery cleaning, stain treatment, deodorising, and related services supplied by our team, whether booked as a one-off appointment or as part of a recurring arrangement. Nothing in these terms is intended to affect your statutory rights under applicable law.

1. Booking Process

A booking is only confirmed once we have accepted the request and provided a booking confirmation, quotation, or written agreement. A quotation may be based on details supplied by you, including room size, flooring type, access conditions, level of soiling, and any special treatment requirements. If the information you provide is incomplete or inaccurate, the final price or scope of work may need to be adjusted.

You are responsible for ensuring that the service address, appointment date, preferred service type, and all relevant instructions are correct at the time of booking. If you request changes after confirmation, we will make reasonable efforts to accommodate them, but any amendment may affect availability, timing, and price. We may also decline a booking if we believe the service requested is unsuitable, unsafe, or outside our operational capacity.

Before work begins, you must ensure that we have safe and reasonable access to the areas to be cleaned. This includes access to the property, water, electricity, and any other facilities reasonably required to carry out the service. We may refuse to commence or continue work if access is restricted, if the area is hazardous, or if conditions would prevent us from carrying out the job properly.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the agreed cleaning service. However, carpet cleaning results vary depending on fabric type, age, wear, existing damage, previous treatments, and the nature of the stains or contamination present. A professional carpet cleaning service cannot guarantee complete removal of all marks, odours, or colour variation where these are caused by long-term use, manufacturing issues, or hidden defects.

It is your responsibility to tell us about any known risks before work begins, including fragile fibres, loose seams, shrinkage concerns, pre-existing damage, water sensitivity, recent dye treatments, pet contamination, or prior cleaning attempts. You should also remove small personal items, valuables, breakables, and any items that may obstruct cleaning. Where furniture needs to be moved, this will only be done if agreed in advance and if it can be done safely.

If you or any other occupant has allergies, respiratory conditions, or sensitivities to cleaning products, you must inform us before the appointment. We will use suitable products where reasonably possible, but we cannot accept responsibility for reactions arising from undisclosed sensitivities or from materials already present in the property. Any delay caused by unsuitable conditions, missing access, or failure to prepare the area may be treated as a late cancellation or additional chargeable time.

3. Payments and Charges

Unless agreed otherwise in writing, payment is due immediately upon completion of the service. We may accept payment by bank transfer, debit card, credit card, or other approved methods. The acceptable payment method may vary depending on the booking type, customer category, or value of the work. Any deposit, part payment, or advance payment requested at the time of booking will be stated clearly before confirmation.

All prices are quoted in pounds sterling and, where applicable, may be shown inclusive or exclusive of VAT. If VAT applies, it will be charged at the prevailing rate. Quotes are based on the information available at the time of issue and may be revised if the actual condition, size, access, or workload differs materially from what was described when the booking was made. Additional services, such as extra stain treatment or deep deodorising, will only be undertaken if authorised by you or your representative.

If payment is not made on time, we reserve the right to charge reasonable recovery costs and statutory interest where permitted by law. We may also suspend further work, refuse future bookings, or withhold non-essential documentation until outstanding sums are settled. Any disputed amount must be raised promptly and in good faith, and you must pay any undisputed part of the invoice by the original due date.

Discounts, promotional prices, or special offers are valid only during the period stated and may be withdrawn at our discretion where misuse or error is suspected. Hither Green Carpet Cleaners may update prices from time to time to reflect changes in labour, materials, travel, or disposal costs. Price changes will not affect services already confirmed unless a variation is agreed by both parties.

4. Cancellations, Rescheduling, and No-Access Charges

You may cancel or reschedule your booking by giving reasonable notice. Unless a different cancellation policy was stated at the time of booking, we ask for at least 24 hours’ notice before the scheduled appointment. If less notice is given, or if our team arrives and cannot gain access, a cancellation fee or call-out fee may apply to cover reserved time, travel, and staffing costs.

We may cancel or rearrange an appointment if unavoidable circumstances arise, including extreme weather, staff illness, vehicle failure, supply shortages, or safety concerns. If we do so, we will aim to provide as much notice as reasonably possible and offer an alternative appointment. We will not be liable for indirect losses arising from a cancellation or delay caused by events outside our reasonable control.

If you are unwell, the property is unavailable, keys are not present where agreed, or the cleaning area is not ready for use, this may be treated as a late cancellation or missed appointment. Any deposit paid may be retained against the costs reasonably incurred, unless otherwise required by law or agreed in writing. Repeated late cancellations may result in refusal of future bookings.

5. Liability and Limitations

We will take reasonable care of your property while carrying out the service. However, we are not responsible for pre-existing damage, hidden defects, weakened materials, colour bleed, shrinkage, pile distortion, or faults that become visible only after cleaning. Where carpets or fabrics are old, heavily worn, or previously treated with unknown products, there is a greater risk of changes in appearance or texture despite careful workmanship.

To the maximum extent permitted by law, our liability is limited to the direct loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing in these terms affects your rights where services are not provided with reasonable care and skill under the Consumer Rights Act 2015.

If we damage an item, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service is completed. You must allow us the opportunity to inspect the alleged damage before repairs, disposal, or replacement are carried out. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss.

6. Waste Regulations, Disposal, and Environmental Compliance

As part of our carpet cleaning operations, some waste may be generated, such as used disposable materials, minor debris, recovered soils, or waste water from certain processes. We will manage any waste we control in accordance with applicable UK waste management and environmental requirements. This includes using lawful disposal methods and taking reasonable steps to prevent pollution, contamination, or nuisance.

The customer must not request or require us to dispose of household rubbish, hazardous waste, medical waste, chemical containers, sharps, or any other material that is not directly connected with the agreed cleaning service, unless we have specifically agreed to do so in writing and it is lawful for us to handle it. If hazardous or contaminated waste is discovered during the service, we may suspend work until appropriate arrangements are made.

You remain responsible for the lawful condition of your premises and for disclosing any contamination, infestation, mould, biohazard, or other material that may affect the safety of our team or the waste produced. If additional precautions, specialist disposal, or extra cleaning measures are required because of undeclared contamination, additional charges may apply. We may refuse to proceed where handling the material would be unsafe or unlawful.

7. Force Majeure

We will not be liable for delays or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, accident, epidemic, strikes, supply chain disruption, utility failure, road closures, or acts of public authorities. In those circumstances, we may suspend the service, reschedule the appointment, or cancel the booking without liability for indirect losses.

Where a force majeure event affects the appointment, we will make reasonable efforts to contact you and agree a revised date if possible. Any money already paid will be handled in accordance with the circumstances and applicable law, taking into account any work already completed, costs already incurred, and the practical ability to reschedule.

8. Complaints and Remedies

If you believe the service has not been carried out properly, you should notify us promptly and provide a clear description of the issue. We may request photographs, a chance to revisit the property, or other information to assess the complaint fairly. If we agree that remedial action is appropriate, we may offer a re-clean, partial refund, or other reasonable remedy at our discretion and in line with legal obligations.

Any complaint must be made honestly and within a reasonable time after the service is performed. We will not consider claims based on normal wear and tear, natural re-soiling, incorrect maintenance after the appointment, or damage caused by third parties after our visit. A valid complaint does not entitle the customer to withhold payment for unrelated services already completed properly.

9. Data, Records, and Communication

We may keep records necessary to manage bookings, payments, service history, disputes, and legal obligations. Any personal data collected in connection with your booking will be handled in accordance with applicable UK data protection law. Communication relating to the service may be made by telephone, email, text message, or other reasonable means, and you are responsible for providing accurate contact details and responding in good time where confirmation or clarification is needed.

10. Governing Law and Jurisdiction

These terms and any dispute arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where you are a consumer resident in another part of the UK and mandatory local consumer rules require otherwise. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force.

No waiver of any right by us shall be treated as a continuing waiver of that right, and any variation to these terms must be agreed in writing unless the law allows otherwise. These terms represent the entire agreement between you and Hither Green Carpet Cleaners regarding the service, except where additional written terms have been expressly agreed. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions for carpet cleaning services supplied by us.