Haringey Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Haringey Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and stain treatment work where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. The purpose of this page is to explain the practical rules for booking, payment, cancellations, liability, waste handling, and the law that applies to the agreement. Nothing in these terms affects any rights you may have under UK consumer law, including rights relating to services that are not provided with reasonable care and skill.
For the avoidance of doubt, these terms apply to all standard carpet cleaning appointments, pre-agreed add-on services, and any inspections or quotations that lead to a confirmed order. In these terms, references to “we”, “us”, and “our” mean the carpet cleaning service provider, and references to “you” or “the customer” mean the person booking the service or the person responsible for paying for it. Where a property owner, tenant, agent, or occupier arranges the work, that person is responsible for ensuring they have authority to instruct the service and permission to allow access to the premises.
A booking becomes valid only when the customer has provided accurate information about the premises, the surfaces to be treated, and any known issues that may affect the work. This includes, where relevant, details such as access limitations, parking restrictions, electrical supply, water access, fragile flooring, previous cleaning attempts, heavy staining, pet odours, mould concerns, or any special care instructions. We may rely on this information when confirming the price, the expected duration, and the suitability of the requested cleaning method.
We reserve the right to decline or amend a booking if the information provided is incomplete, misleading, or suggests that the requested service may be unsafe, ineffective, or outside our normal scope. If additional time, equipment, or treatment products are needed because the original description was inaccurate, any revised price will be discussed with the customer before further work continues. If the customer does not agree to the revised scope, we may complete only the portion already authorised or may stop work where it is reasonable to do so.
Booking process begins when the customer requests a quotation or a service slot and ends when we confirm the appointment. A quotation is usually based on the information supplied by the customer and, where appropriate, a visual assessment or pre-visit estimate. Unless expressly stated otherwise, quotations are invitations to proceed and are not binding until we confirm availability and accept the booking. A confirmed booking may be made by telephone, email, online request, or other accepted method of communication.
The customer should check all booking details carefully, including service type, date, approximate arrival window, access instructions, and any agreed extras. If any detail is incorrect, it should be corrected as soon as possible. We cannot guarantee that late changes will be possible, especially where they require different equipment, extra staff, or a different schedule. If a booking is made on behalf of another person, the person making the booking remains responsible for communication and payment unless we agree otherwise in writing.
We may require a deposit, pre-authorisation, or full advance payment for certain appointments, especially where the work is large, specialised, discounted, or scheduled at peak times. If a deposit is taken, it will form part of the total fee for the service unless the booking is cancelled in accordance with these terms and a refund is due. We may also ask for confirmation of access arrangements before attending. If we arrive and cannot begin because access has not been arranged, the customer may be charged a call-out fee or a reasonable wasted visit fee.
Payments must be made using the methods we accept at the time of booking or on completion of the work. Unless stated otherwise, payment is due immediately after the service has been completed and checked, or at the time specified in the booking confirmation. The customer is responsible for ensuring that payment is made in full and without deduction, except where required by law. We may charge additional sums where the scope of work changes during the appointment and the customer approves the extra work.
All prices are quoted in pounds sterling and, unless expressly stated, include only the services described in the confirmation. Prices may vary depending on room size, condition, treatment method, labour time, and product use. If the job turns out to be substantially different from the original description, we may adjust the fee to reflect the actual work carried out. Invoices, receipts, or payment confirmations may be issued electronically.
Cancellations and rescheduling should be made as soon as possible if the customer no longer needs the appointment or wants to change the date. We understand that plans can change, but short-notice cancellations may cause us to lose a reserved time slot, staff time, and travel costs. If a customer cancels within the notice period stated in the booking confirmation, any deposit treatment will follow the terms communicated at the time of booking. If no specific notice period is stated, a reasonable period should be given.
If the customer is not available at the agreed time, cannot provide access, or is otherwise unable to proceed, we may treat this as a late cancellation or failed appointment. Where we have already travelled to the property or begun setting up equipment, we may charge a cancellation fee, wasted journey fee, or part of the agreed service price if the circumstances justify it. We will act reasonably and proportionately when applying such charges.
We may reschedule an appointment if weather, transport disruption, staff illness, equipment failure, safety concerns, or other matters beyond our control make it impractical or unsafe to attend. In such cases, we will aim to offer an alternative date or time. If we are unable to complete the service because of a force majeure event or other unavoidable issue, neither party will normally be liable for delays caused solely by that event, provided both sides act in good faith to rearrange the work where possible.
Liability is limited by law and by the nature of cleaning work, which can involve pre-existing wear, colour variation, pile distortion, hidden staining, fibre sensitivity, and moisture-related risk. While we use reasonable care and skill, we cannot guarantee the removal of every stain, odour, mark, or defect, particularly where contamination is old, set-in, chemically altered, or caused by previous products. Some materials and finishes may react unpredictably to cleaning agents, heat, agitation, or water extraction.
The customer must tell us about any known issues affecting the flooring or furnishings, including delicate fibres, colour bleed risk, underlay problems, loose seams, moth damage, dye instability, previous flood damage, or items that are not fully secured. We will not be responsible for damage caused by undisclosed conditions, pre-existing faults, unsuitable materials, or the customer’s failure to follow our instructions before, during, or after the service. The customer should remove fragile items, personal valuables, and obstructions before the appointment unless we have agreed to handle them.
Where we are found legally responsible for loss or damage, our liability will be limited to the cost of repairing or replacing the affected item, or the amount of our service fee, whichever is lower, except where the law says liability cannot be limited. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. We are not responsible for indirect losses such as loss of business, profit, opportunity, or enjoyment unless required by law.
Waste regulations are followed in accordance with applicable UK environmental and waste-handling rules. During and after cleaning, we may collect wastewater, used cloths, packaging, and other service-related residues. We will dispose of, store, transport, or recycle such materials in a lawful and responsible manner where they are within our control. Customers must not request or pressure us to dispose of household waste, hazardous substances, or prohibited materials unless this has been expressly agreed and can be lawfully handled.
If cleaning produces contaminated water, soil, lint, removed fibres, or other residues that require special handling, we will manage them in line with our operational procedures and the requirements that apply to the job. Customers are responsible for telling us about any hazardous materials on the premises, including but not limited to bodily fluids, asbestos risk, industrial chemicals, sharps, or biohazards. We may refuse to continue if we identify waste or contamination that creates an unacceptable health, safety, or legal risk.
Any packaging, containers, or disposable items used during the service may be retained, removed, or left on site depending on practical need and the customer’s instructions. If the property is a managed site or shared building, the customer should make sure that any site-specific waste rules are explained before the appointment. We will not be responsible for fines or penalties caused by inaccurate instructions, unlawful disposal requests, or the customer’s failure to secure the necessary permissions.
Access, preparation, and customer responsibilities are essential to a smooth appointment. The customer should ensure that the work area is reasonably clear and that we can reach the rooms or items to be cleaned. Where heavy furniture must be moved, this should be agreed in advance. We may decline to move items that are unsafe, too heavy, or likely to cause damage. We may also ask the customer to sign a condition note, especially where the item is old, fragile, heavily soiled, or previously repaired.
We ask that pets are secured, electrical sockets are usable, and water or power access is available where needed. If the premises have special rules, permit restrictions, building access controls, or time limits, the customer must tell us before the appointment. Any delay caused by failure to prepare the site may reduce the time available for cleaning or may lead to extra charges where appropriate. We will always seek to act fairly and keep the customer informed if a practical issue arises.
Any inspection, pre-treatment, or test patch that we carry out is intended to reduce risk, not eliminate it completely. The customer accepts that results can differ from one material to another and from one property to another. If a particular outcome is important, such as restoring a near-original appearance or removing a specific stain, the customer should raise this before booking so that we can explain whether the request is realistic.
Complaints and service issues should be raised promptly so we have a fair chance to review the matter. If the customer believes the service was incomplete or that damage has occurred, they should notify us within a reasonable time after the appointment and provide relevant details, including photographs where appropriate. We may inspect the item, ask for further information, or propose a remedial visit if one is suitable. A prompt complaint does not guarantee a refund, but it will allow us to assess the issue properly.
If a remedy is appropriate, we may offer re-cleaning, partial adjustment, or another reasonable solution depending on the circumstances. Any refund or compensation will be considered in light of the service provided, the condition of the item before cleaning, and the extent to which the complaint is supported by evidence. This complaints process does not reduce any statutory rights that apply to the customer as a consumer.
General terms include the right to update these conditions from time to time. Any changes will apply to future bookings unless a different version has been agreed for a specific contract. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in force. No delay or failure by us to enforce any right will count as a waiver of that right.
These terms, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction over disputes, except where consumer law allows proceedings to be brought elsewhere. If a disagreement arises, both parties should first try to resolve it informally and reasonably before starting formal proceedings.
The customer confirms that, by proceeding with a booking, they accept the service basis described above and agree to cooperate in good faith with any reasonable steps needed to complete the work. If you instruct Haringey Carpet Cleaners to clean your carpets or related items, you acknowledge that professional cleaning involves practical limitations and that results depend on material condition, contamination, and site circumstances. We will always aim to provide a careful, transparent, and lawful service.