West Hendon Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which West Hendon Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, upholstery cleaning, rug cleaning, stain treatment and related maintenance services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. The purpose of this page is to explain, in clear and practical language, how a service is arranged, how payment is handled, what happens if an appointment changes, and how responsibility is shared between the customer and the service provider.

Throughout these terms, the words “we”, “us” and “our” refer to West Hendon Carpet Cleaners, and “you” or “the customer” refer to the person requesting the service or authorising it on behalf of a property owner, tenant, landlord, managing agent or business. These terms are intended to apply to the full range of carpet cleaning services and any related work agreed in writing, by email, by telephone, or in person before the job starts.

If any part of these terms is unclear, the customer should raise the issue before the service date. Once a booking is confirmed, the customer is responsible for ensuring that the information provided is accurate and complete, including access details, parking restrictions, room sizes, special fabric concerns, known stains, and any relevant health, safety or access requirements. Failure to provide accurate information may affect the results, the time required for the job, or the final price.

Booking Process and Service Confirmation

All bookings for West Hendon Carpet Cleaners are subject to availability and acceptance by us. A booking request does not become a confirmed appointment until we have acknowledged it and, where required, received any deposit or advance payment. We may ask for details such as the type of carpet or upholstery, the area to be cleaned, the condition of the materials, the preferred date, and whether the property is occupied or vacant. We may also request photographs or additional information where this helps us assess suitability and avoid misunderstandings.

A quotation, whether written or verbal, is based on the information supplied at the time. If the customer gives incomplete, inaccurate or misleading information, we reserve the right to revise the quotation, adjust the service plan, or decline the work. Quotations are valid for a limited period unless stated otherwise. We are not obliged to hold a time slot indefinitely, and any quote may be withdrawn if pricing, service scope, or availability changes before booking is confirmed.

We aim to arrive within the agreed appointment window, but time estimates are not guaranteed. Delays can arise because of traffic, weather, earlier jobs running over, equipment issues, or access problems at another property. If we expect to be delayed significantly, we will aim to notify the customer as soon as reasonably possible. West Hendon Carpet Cleaners is not liable for indirect losses caused by a delay, provided we act reasonably and keep the customer informed.

Customer Responsibilities Before the Visit

The customer must ensure that the area to be cleaned is reasonably prepared before our arrival. This includes removing small or fragile items, ensuring access to electricity and water where required, and informing us of any pets, breakables, hidden hazards or restricted areas. Large furniture moving, if requested, may be included only if agreed in advance and may depend on the item’s weight, condition and accessibility. We may refuse to move items that are unsafe or likely to be damaged.

Payments, Deposits and Late Charges

Payment terms are confirmed at the time of booking. Unless otherwise agreed, full payment is due on completion of the service on the same day. We may request a deposit in advance for larger jobs, repeated appointments, commercial cleaning, out-of-hours work, or where a booking is made at short notice. Any deposit paid is treated as part of the total fee and not as an additional charge.

We accept payment methods as agreed in advance, and the customer is responsible for making sure that payment can be completed promptly. If an invoice is issued, payment must be made by the due date shown on the invoice. Where payment is not made on time, we may charge reasonable late payment costs and statutory interest where permitted by law. We may also suspend future bookings until outstanding balances are settled in full.

Cancellations, Rescheduling and Missed Appointments

If you need to cancel or reschedule a booking with West Hendon Carpet Cleaners, please provide as much notice as possible. For appointments cancelled with sufficient notice, we may offer a new date or, where applicable, a refund of any payment already taken, less any non-refundable administrative or booking costs that were clearly disclosed in advance. Short-notice cancellations may result in a cancellation fee where we have already allocated staff, reserved equipment or turned away other work.

If we arrive at the property and cannot carry out the work because access is unavailable, the customer is not present where presence is required, utilities are not working, or the area is not ready for service, this may be treated as a missed appointment or late cancellation. In such cases, we may charge a call-out fee or the full agreed minimum charge. The exact amount will depend on the circumstances and on any prior agreement made at the time of booking.

Liability, Damage and Limitations

We take reasonable care when carrying out all carpet cleaning services, but many materials are sensitive to age, fibre type, wear, previous treatments, hidden defects and pre-existing damage. The customer acknowledges that cleaning may reveal underlying faults, colour loss, pile distortion, shrinkage, stitch damage, watermarking or fibre browning that was not visible before the work began. These risks are increased where carpets are old, poorly maintained, stained by unknown substances, or have previously been cleaned by others using unsuitable methods.

West Hendon Carpet Cleaners will not be responsible for damage caused by items that were already defective, unstable, improperly installed, or unsuitable for wet cleaning. We are also not liable for deterioration caused by normal wear and tear, colourfastness issues, hidden manufacturer defects, pre-existing odours, or the effects of materials that react unpredictably to standard cleaning processes. The customer is responsible for telling us about any known sensitivities, special care requirements, or areas that have previously been repaired, dyed, stretched or patched.

Where we are found legally responsible for direct loss or damage caused by our proven negligence, our liability is limited to the reasonable cost of repair or re-cleaning, or the amount paid for the affected service, whichever is lower and allowed by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. We are not responsible for indirect or consequential losses, such as loss of profit, loss of business, or inconvenience arising from a service issue.

Access, Safety and Property Conditions

The customer must provide safe access to the property and ensure the working area is reasonably secure. If we believe that conditions are unsafe, unsanitary, or likely to damage equipment, we may pause or stop the work. This includes situations involving excessive moisture, unresolved leaks, exposed electrics, aggressive animals, pest infestation, hazardous waste, or unstable flooring. If work is stopped for safety reasons, the customer may still be charged for time spent, call-out costs, and any non-recoverable expenses.

Waste Regulations, Cleaning Residues and Environmental Handling

We comply with applicable UK waste and environmental requirements in relation to the handling and disposal of waste water, used materials, packaging, filters, disposable cloths and any cleaning residues generated during service delivery. Customers must not ask us to dispose of prohibited waste, contaminated sharp items, medical waste, chemicals, asbestos-related materials, or any substance that requires specialist licensed handling unless such work has been explicitly agreed and lawfully arranged in advance. Where a job creates waste that must be removed from site, the customer must disclose this beforehand so that we can determine whether the work is suitable and lawful.

Cleaning solutions and waste water may contain dirt, allergens, dissolved residues and detergent traces. We will take reasonable steps to manage these materials properly, but the customer remains responsible for ensuring that drains, external access points and disposal areas are suitable and permitted for use. If the property has a septic tank, restricted drainage system, or any special environmental limitation, the customer must tell us before the appointment. We may refuse to use or discharge substances where this would breach environmental law, site rules, or manufacturer instructions.

We aim to use products and processes that are appropriate for the job and proportionate to the surface being treated. However, we do not guarantee the complete removal of all stains, odours, bacteria, allergens, marks or contamination, particularly where the material has already absorbed the substance or where prior treatment has set the stain. Any advice we provide about maintenance, drying times, or post-cleaning care is given in good faith and should be followed carefully to reduce the risk of re-soiling or damage.

Complaints, Revisit Policy and Service Standards

If the customer believes a service issue has occurred, they should notify us within a reasonable time after completion and before arranging third-party alterations to the treated area. We may ask for photographs, a description of the concern, and an opportunity to inspect or revisit the property. Where a complaint is justified and relates to work we carried out, we may offer a re-clean, partial refund, or another reasonable remedy depending on the circumstances. Any remedy will be assessed fairly and in line with the evidence available.

Force Majeure, Changes and Governing Law

We are not responsible for failure or delay caused by events outside our reasonable control, including severe weather, accidents, road closures, industrial action, public emergencies, equipment shortages, power failure, or other unforeseen events. In such cases, we may postpone the booking, amend the schedule, or cancel the appointment without liability for loss beyond any refund of amounts paid for undelivered services, where required by law and appropriate in the circumstances.

We may update these Terms and Conditions from time to time to reflect changes in our business practices, legal obligations, or operational requirements. The version applicable to a booking is the version in force at the time the booking is confirmed, unless a later version is expressly agreed. Continued use of our carpet cleaning services after a revised version has been issued may indicate acceptance of the updated terms for future bookings.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a booking, service, payment, liability claim or other matter under these terms will be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

By proceeding with a booking for West Hendon Carpet Cleaners, you confirm that you have read, understood and agreed to these Terms and Conditions. This page is intended to support transparent service arrangements and to set fair expectations for both parties before, during and after the cleaning appointment.