Terms and Conditions for Harrow Carpet Cleaners

These Terms and Conditions set out the basis on which Harrow Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms. These conditions are intended to create a clear and fair working relationship between the customer and the service provider, covering how bookings are made, how payments are handled, when cancellations may apply, and what limitations apply to liability.

For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning business trading as Harrow Carpet Cleaners. References to “you” and “your” mean the customer, property owner, tenant, occupier, or authorised representative requesting the service. These terms apply to all carpet cleaning appointments unless otherwise agreed in writing. Please read them carefully before confirming any service.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. Nothing in these terms affects any rights you may have under UK consumer law that cannot lawfully be excluded or limited. These terms are designed to operate alongside applicable statutory rights.

1. Booking Process

A booking is made when you request a service and we confirm the appointment. We may accept bookings by telephone, email, online form, or other written method we make available from time to time. A booking is only secured once we have confirmed the date, time, service type, and any agreed price estimate or quotation.

You must provide accurate and complete information when arranging a carpet cleaning service, including the number of rooms or items, property access details, parking restrictions, known stains, fibre types, and any relevant hazards. If the information provided is inaccurate or incomplete, we may need to amend the quotation, alter the equipment used, change the service plan, or refuse to carry out the work if it cannot be safely completed.

We may ask for photographs, site details, or other information before attending. This is to help us assess suitability, access, and likely results. Any quotation given before inspection is based on the information you provide and is subject to change if the actual condition of the carpet or site differs materially from that description. Quotes are not guaranteed to remain fixed unless expressly confirmed as fixed-price in writing.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in providing carpet cleaning services, using methods and products that we consider appropriate for the surface, condition, and practical requirements of the job. However, cleaning results can vary depending on fabric type, age, wear, previous treatment, staining, and pre-existing damage. No promise is made that all stains, odours, or marks can be fully removed.

The customer is responsible for moving delicate items, valuables, ornaments, electronics, and any objects that may obstruct access unless we agree in advance to move them as part of the service. You must ensure that the area is reasonably clear and safe to work in. Where furniture removal is included, we may decline to move heavy, unstable, or high-risk items.

You are also responsible for advising us of any specific risks, including fragile flooring, underfloor heating, loose seams, pre-existing damage, mould, pest issues, water-sensitive materials, or hidden hazards. We may refuse or pause work if continuing would create a safety issue, risk damage, or breach manufacturer instructions. Any delay caused by unsafe access or undisclosed conditions may still be chargeable.

3. Payments, Deposits, and Charges

Prices may be quoted as fixed, estimated, or variable depending on the nature of the service. Unless stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. If a site survey or further assessment is needed, the final price may differ from an initial estimate where the actual work proves more extensive than expected.

We may require a deposit or advance payment to secure a booking, particularly for larger jobs, commercial work, or appointments that require special preparation. Any deposit requirement will be communicated at the time of booking. Deposits may be non-refundable where stated and where costs have already been incurred in preparation for the service.

Payment is due on completion unless we agree alternative terms in writing before the appointment. We accept the payment methods made available at the time of booking. If payment is not made when due, we reserve the right to charge reasonable recovery costs, interest where permitted by law, and any administration fee permitted under the applicable contract terms. We may withhold invoices, receipts, or completion confirmation until outstanding sums are paid in full.

Additional charges may apply if the job changes due to customer requests, severe soiling, extra rooms, additional stain treatment, parking costs, congestion charges, waiting time, or reattendance caused by access issues. Any extra charge will be explained before the additional work is carried out where reasonably possible.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule an appointment by giving us notice within a reasonable time. Where a cancellation is made too late for us to reasonably reallocate the slot, or where preparation has already been undertaken, we may charge a cancellation fee or retain some or all of any deposit, subject to consumer law and the circumstances of the booking.

If you wish to reschedule, we will try to offer an alternative date, but availability cannot be guaranteed. Repeated changes to appointment times may result in loss of priority or a revised price if operational costs increase. If you are not present at the agreed time and we cannot gain access, we may treat the appointment as a missed visit and apply a call-out or wasted journey charge where reasonable.

We may cancel or postpone an appointment if weather, traffic, equipment failure, staff illness, safety concerns, access limitations, or other events beyond our control make it impractical or unsafe to perform the service. In such cases, we will aim to offer a new appointment. We will not be liable for indirect losses caused by a genuine postponement beyond our reasonable control.

5. Liability, Risk, and Damage

We accept responsibility for loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. However, our liability is limited to the direct loss or damage that is reasonably foreseeable. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

Carpet cleaning may occasionally reveal existing faults, including wear, dye instability, colour loss, backing failure, previous repair marks, lifting, shrinkage, or odours that become more noticeable after treatment. We are not liable for pre-existing defects or for any deterioration arising from the condition of the carpet or the materials used in manufacture. If a surface is judged to be unsuitable for wet cleaning, we may advise a different method or decline the work.

We are not responsible for damage caused by items that were fragile, improperly secured, already defective, or not suitable to be moved or cleaned by conventional methods. Where the customer insists on proceeding against our advice, the customer accepts the risk to the extent permitted by law. Any claim for damage must be raised promptly and, where possible, before the affected area is used or altered.

6. Waste Regulations and Disposal

In providing carpet cleaning services, we may generate waste water, used materials, disposable cloths, or other residues. We will handle such waste in accordance with applicable UK waste management rules and environmental obligations. We will not knowingly dispose of waste in a way that would breach legislation or cause environmental harm.

Where extraction equipment or cleaning processes produce dirty water, sludge, or removed debris, we will take reasonable steps to contain and dispose of it responsibly. You must inform us if the property has any drainage limitations, septic systems, treatment systems, or environmental restrictions that could affect disposal. If specialist disposal or additional handling is required, extra costs may apply.

If we remove any waste from the property as part of the service, it remains our responsibility only to the extent agreed. We are not obliged to remove unrelated household rubbish, hazardous substances, needles, bodily fluids, asbestos, or regulated waste unless specifically agreed and legally permitted. Any suspected hazardous material may lead to immediate suspension of the service.

7. Access, Health and Safety, and Equipment

You must provide safe and reasonable access to the property and the work area. This includes clear entry routes, working space, electricity, and water where required. If access is restricted, delayed, or obstructed, we may need to shorten the service, alter the method used, or leave and return later if practical. Additional waiting time may be charged where appropriate.

We will take reasonable precautions to protect surfaces, but you should be aware that hoses, machinery, moisture, detergents, and movement of equipment may affect delicate finishes or fragile items. We may require windows to be opened, heating to be adjusted, or ventilation to be improved for drying purposes. Any customer instruction that conflicts with safe working practices may be declined.

Our staff may refuse to work in premises where there is smoke, unsafe wiring, aggression, violence, harassment, unlawful activity, or any condition that presents a serious risk. We may end the appointment immediately if continuing would endanger staff or breach safety obligations.

8. Complaints and Revisit Policy

If you are dissatisfied with any part of the service, you should notify us as soon as possible so that we can review the matter. We may ask for photographs, descriptions, or access to the cleaned area before offering a remedy. This helps us determine whether the issue is due to workmanship, existing conditions, or a factor outside our control.

Where we consider it appropriate, we may offer a revisit, re-clean, partial refund, or other reasonable remedy. Any remedy will depend on the circumstances and will not exceed the limitations set out in these terms. A revisit does not imply liability and may be offered as a goodwill measure or in settlement of a complaint.

We ask that any issue be reported within a reasonable time after the service, and in any event before the area has been heavily used, re-soiled, or treated by another contractor. Failure to allow inspection may prevent us from assessing the complaint properly.

9. Force Majeure

We will not be in breach of these terms if performance is delayed or prevented by an event beyond our reasonable control. This includes, without limitation, extreme weather, fire, flood, transport disruption, utility failure, industrial action, government action, epidemic restrictions, and serious supply issues. In such cases, our obligations will be suspended for the duration of the event.

We will make reasonable efforts to resume services as soon as practical. If the event continues for an extended period, either party may be entitled to cancel the affected appointment without further liability, except for amounts already due for services performed or materials already used. This clause does not affect statutory rights relating to refunds where applicable.

Nothing in this section prevents us from taking steps to protect staff, premises, or equipment when circumstances require a change or cancellation of service. Any rescheduling will be handled in a fair and practical manner.

10. Governing Law and Jurisdiction

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. If you reside in Scotland or Northern Ireland, mandatory consumer protections of your local jurisdiction may still apply where legally required, but the core governing law shall remain as stated unless otherwise mandated by law.

Any dispute that cannot be resolved amicably may be brought before the courts of England and Wales, subject to any applicable consumer rights or jurisdictional rules that cannot be excluded. We encourage customers to raise concerns promptly so that most issues can be resolved without formal proceedings. Nothing in these terms removes your legal rights under applicable UK consumer legislation.

By confirming a booking with Harrow Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. These terms represent the full agreement between the parties in relation to the services provided, unless varied in writing by mutual agreement.