Terms and Conditions for Harrow On The Hill Carpet Cleaners
These terms and conditions set out the basis on which Harrow On The Hill Carpet Cleaners provides carpet, upholstery, and related cleaning services to residential and commercial customers. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are designed to keep the service clear, fair, and consistent for both parties. They apply to every carpet cleaning service, unless we agree otherwise in writing.
In these terms, references to “we”, “us”, and “our” mean Harrow On The Hill Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. The agreement begins once a booking is accepted and continues until the service has been completed and all sums due have been paid in full. These terms are intended as a legal page for service use and should be read alongside any written quotation or service confirmation.
We may update these terms from time to time to reflect changes in law, business practice, or service scope. The version in force at the time of booking will normally apply to that booking unless a change is required by law. If a term is found to be invalid or unenforceable, the remaining terms will continue to apply. Nothing in these terms affects your statutory rights where they cannot lawfully be excluded.
Booking process begins when you request a quotation, estimate, or appointment for a cleaning visit. We may ask for details such as the type of carpet, the size of the area, stain levels, access arrangements, and any special requirements. A quotation is usually based on the information you provide and may change if the service conditions differ on arrival. All quotes are subject to confirmation and do not become binding until we accept the booking.
We reserve the right to refuse or cancel a booking if we believe the job is unsuitable, unsafe, outside our service capability, or not in line with our operational standards. For example, extremely fragile fibres, severe contamination, or inaccessible areas may require alternative treatment or may not be serviceable. If we discover material differences between the description given at booking and the actual site conditions, we may revise the price, adjust the service, or withdraw from the job.
A booking may be made by telephone, email, online request form, or other accepted means. However, a booking only becomes confirmed once we have acknowledged acceptance and, where requested, received any deposit or advance payment. You are responsible for ensuring that all information supplied is accurate and complete. Any error or omission that affects timing, equipment, access, pricing, or service scope may result in delay, additional charges, or rescheduling.
Where a booking is made on behalf of a company, landlord, letting agent, or property manager, the person making the booking warrants that they have authority to do so and to accept these terms on behalf of the customer. If the work is at a rented property, shared premises, or managed site, you must ensure that permission has been obtained from the relevant owner, occupier, or managing party. We are not responsible for disputes between third parties concerning authorisation, access, or payment.
Payments are due in accordance with the price confirmed at booking or as amended in line with these terms. Unless otherwise agreed, payment is required immediately on completion of the service. We may accept payment by bank transfer, card, cash, or another agreed method. If a deposit is required, it must be paid by the due date stated in the quotation or confirmation. A booking may be cancelled if a required deposit is not received on time.
All prices are normally stated inclusive or exclusive of VAT depending on our billing status and will be made clear before the service begins where practicable. Additional charges may apply if the work takes longer than anticipated due to access issues, concealed stains, moving agreed furniture, exceptionally heavy soiling, or services added after booking. If further work is requested during the visit, we may provide a revised price and proceed only if you agree.
Late or failed payment may lead to administrative fees, recovery costs, and interest where permitted by law. We may suspend further work, withhold certificates or documentation where applicable, or decline future bookings until outstanding balances are settled. If a payment is reversed, disputed without reasonable cause, or made using a method that later fails, you remain liable for the full amount together with any bank or recovery charges we incur.
Cancellations and rescheduling must be made as soon as possible. If you cancel or move a confirmed appointment within a short notice period, we may charge a cancellation fee to cover loss of time, planning costs, and reserved resources. The fee may vary according to how much notice is given and whether special equipment or staffing was allocated. If we attend the property and are unable to carry out the service due to lack of access, incorrect information, or your failure to prepare the area reasonably, it may be treated as a late cancellation.
If we need to cancel or reschedule due to illness, unsafe conditions, severe weather, vehicle breakdown, equipment failure, or other circumstances beyond our control, we will make reasonable efforts to offer a new appointment. We will not be liable for indirect losses caused by such changes, provided we act reasonably and promptly. Where a deposit has been paid for a service we cancel, we will refund it or offer a suitable alternative at our discretion, subject to any legal requirement to do otherwise.
Service standards and limitations apply to every Harrow On The Hill carpet cleaning appointment. We use professional equipment and methods suitable for the condition and material of the items being cleaned, but no cleaning process can guarantee the removal of all stains, marks, odours, or wear. Results depend on the age of the fibres, previous treatments, soil level, backing condition, and whether prior damage already exists. Colour loss, shading, pile distortion, shrinkage, or residue from previous cleaning products may affect the final appearance.
Where possible, we will identify any visible risks before starting. You must tell us about known issues such as loose seams, pre-existing tears, colour instability, moth damage, flood history, mould, electrical hazards, or previous chemical treatments. If you ask us to proceed despite a known risk, you accept that the outcome may be limited or that further damage may occur. We may decline to treat an item where we believe the risk of damage is too high.
It is your responsibility to move small personal items, fragile objects, and valuables from the working area before the appointment. Unless we agree otherwise, we do not move pianos, large electrical appliances, fixed furniture, or items that require specialist handling. Any assistance we provide with moving furniture is done at your request and subject to reasonable care, but you acknowledge that hidden damage to flooring or furniture may be present and that older items can be unstable.
Liability is limited to losses caused directly by our negligence or breach of these terms, and only to the extent permitted by law. 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. Subject to those exceptions, we are not responsible for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, or loss of enjoyment.
Where damage is alleged, you must notify us as soon as reasonably possible and allow us the opportunity to inspect the area or item before any repair, alteration, or disposal takes place. Failure to do so may affect our ability to assess the issue and may limit any remedy. Our liability, where established, will ordinarily be limited to the cost of a reasonable repair, re-treatment, or replacement of the affected item, subject to the maximum amount permitted by law and the value of the service supplied.
If the complaint relates to a pre-existing condition, inherent weakness, manufacturer defect, or a risk disclosed by you before work began, we will not be liable unless we acted negligently. We are also not responsible for damage caused by items left in the area, by customers or third parties during or after the service, or by the effects of unsuitable cleaning products previously applied by others. You should inspect the completed work promptly and raise concerns without delay.
Waste regulations and environmental compliance are important parts of our service. We will dispose of waste water, residues, and cleaning by-products in a lawful and responsible manner, in line with applicable UK requirements and site-specific restrictions. We will not knowingly discharge waste in a way that causes pollution, blockages, or nuisance. Where necessary, we may adjust our procedures to protect drains, surfaces, and the surrounding environment.
Any hazardous or contaminated material identified during a visit, including but not limited to bodily fluids, chemical contamination, damp-related waste, or pest-related matter, may require specialist handling and may be excluded from a standard cleaning appointment. If such material is present, we may suspend the service until the risk has been assessed. Additional charges may apply where specialist disposal, protective equipment, or separate treatment is required and legally permitted.
You must tell us in advance if any area is subject to access restrictions, environmental controls, or disposal rules that could affect the work. If you instruct us to handle waste in a particular way, that instruction must be lawful. We may refuse any instruction that would breach environmental, sanitation, or waste-management obligations. Where waste is removed from site, it remains our responsibility only to the extent agreed and permitted by law.
Delays, access, and customer responsibilities may affect our ability to complete the service on time. You must provide safe, reasonable access to the property, utilities if required, and working conditions suitable for professional cleaning. If parking, entry, security, or lift access is restricted, any resulting delay may be charged if it affects the scheduled appointment materially. If we cannot access the premises within a reasonable time, we may leave and treat the booking as cancelled by you.
You are responsible for ensuring that children, pets, and unauthorised persons do not interfere with the work. We may pause or stop work if we consider conditions unsafe or if interference increases risk to property or personnel. The presence of fragile ornaments, unsecured cables, or unsuitable floor coverings should be made known in advance. If you fail to disclose relevant information, we are not liable for resulting delay or loss.
Any items left in the treatment area are at your own risk unless damage is caused by our negligence. We may, but are not required to, assist in replacing lightweight items after cleaning. Drying times are estimates only and may vary according to humidity, ventilation, fabric type, and prior saturation. You should avoid use of the cleaned area until it is sufficiently dry, as premature use may affect the finish and could void any aftercare support we provide.
Complaints and remedies should be raised promptly and in good faith. If you believe the service has not been delivered in accordance with these terms, contact us as soon as reasonably possible so that we can investigate. We may request photographs, a description of the issue, and an opportunity to revisit the site. Where a valid issue is identified, our preferred remedy will usually be a re-clean, adjustment, or other proportionate corrective step.
Any claim must be made within a reasonable time and in any event before the condition of the item materially changes due to normal use, further cleaning, or outside interference. We are not liable for deterioration occurring after the completion of the service due to wear, subsequent moisture, sunlight, heating, or routine use. Your statutory rights remain unaffected, but nothing in these terms creates an automatic entitlement to a refund unless required by law or agreed by us after review.
We may retain records relating to the booking, including notes on condition, pricing, and service completion, for administrative, accounting, and legal compliance purposes. Personal data will be handled in accordance with applicable data protection laws and only for legitimate business purposes connected to the service. By booking, you agree that we may use your information to manage the appointment, issue invoices, and deal with any aftercare or complaint.
Governing law and jurisdiction govern these terms and any dispute or claim arising from them. These terms are governed by the laws of England and Wales. If you are a consumer, you may bring proceedings in the courts of the part of the UK in which you live, and we may bring proceedings in the courts of the part of the UK where you live or where the service was provided, as permitted by law. If you are a business customer, the courts of England and Wales shall have exclusive jurisdiction, unless mandatory law states otherwise.
The invalidity or unenforceability of any part of these terms will not affect the remainder. No waiver of any term will be effective unless made in writing and no failure or delay by us in enforcing a right will operate as a waiver of that right. Any headings are included for convenience only and do not affect interpretation. These terms, together with the accepted quotation or booking confirmation, form the whole agreement between the parties in relation to the service.
These terms are intended to provide a clear and balanced framework for the services offered by Harrow On The Hill Carpet Cleaners. By proceeding with a booking, you acknowledge that carpet and fabric cleaning involves practical limitations and that outcomes depend on the condition of the item and the accuracy of the information supplied. We aim to deliver a professional carpet cleaning solution with transparency, care, and lawful conduct at every stage of the process.
