Homerton Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Homerton Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. These conditions are intended to be fair, clear, and consistent with UK consumer law, and they apply to all standard carpet cleaning, upholstery cleaning, rug care, stain treatment, and related services offered under the Homerton Carpet Cleaners name.

The customer is responsible for reading these terms carefully before placing a booking. If anything is unclear, the customer should ask for clarification before the service begins. We may update these terms from time to time to reflect changes in law, insurance requirements, or operational practice. The version in force at the time of booking will normally apply to that booking unless a mandatory legal change requires otherwise.

For the purposes of these terms, references to “we”, “us”, and “our” mean Homerton Carpet Cleaners, and references to “you” and “your” mean the customer, whether acting as a consumer, landlord, tenant, business customer, or agent. These terms should be read together with any written quotation, booking confirmation, service notes, or specific instructions agreed for the job.

1. Booking Process

A booking with Homerton Carpet Cleaners is not confirmed until we have accepted the request and provided confirmation by written message, email, or another durable form of communication. A request for a quotation does not in itself create a contract. We may ask for information about room sizes, floor coverings, access, parking, stain types, pet presence, water supply, or prior treatment in order to provide an accurate price and suitable service plan.

All quotations are based on the information supplied by the customer and are subject to change if the actual conditions differ from those described at the time of booking. This may include, without limitation, increased soiling, larger areas than stated, additional items not originally disclosed, difficult access, heavily embedded stains, or special materials requiring extra care. If a price needs to be adjusted, we will explain the reason before work continues wherever reasonably practicable.

The customer must ensure that the booking details are complete and accurate. This includes the address, access instructions, parking arrangements, chosen service date, and any relevant health or safety information. If the service requires a particular entrance time, key collection, security code, or building procedure, this must be communicated in advance. Where a property is not accessible at the agreed time, the customer may be charged a call-out or cancellation fee in line with these terms.

2. Service Scope and Customer Responsibilities

Our carpet cleaning services are provided using methods and products selected according to the material, condition, and level of soiling. We do not guarantee the complete removal of all stains, odours, wear marks, shading, dye transfer, or pre-existing damage. Some fibres and dyes may react unpredictably to cleaning, and certain stains may be permanent or only partially removable. The customer accepts that the outcome of professional cleaning can vary depending on the age and nature of the contamination and the condition of the textile.

The customer must move small personal items, fragile objects, electronics, and valuables before our arrival unless we have expressly agreed to assist with this in writing. We may decline to move heavy furniture, appliances, or items that may cause injury or damage. Where items are moved by us, we do so only where it is safe and reasonably practicable. The customer remains responsible for securing cash, jewellery, documents, and other valuable possessions.

Before cleaning begins, the customer should inform us of any known defects, pre-existing damage, loose seams, faulty adhesives, weak carpet backing, hidden stains, dampness, or previous chemical treatments. We are not liable for damage caused by weaknesses or defects that could not reasonably be identified during a normal visual inspection. If an area is unsuitable for the intended cleaning method, we may refuse to proceed with that element of the service or recommend an alternative treatment.

3. Payment Terms

Payment terms for Homerton Carpet Cleaners will be set out in the quotation or booking confirmation. Unless agreed otherwise, payment is due on completion of the service and before departure from the property. We may accept payment by bank transfer, card payment, cash, or other methods communicated at the time of booking. For business customers or larger jobs, we may require a deposit, part-payment, or payment in advance.

If a deposit is requested, the booking may not be secured until the deposit has been received and cleared. Deposits may be non-refundable to the extent permitted by law, particularly where a cancellation occurs at short notice or where we have reserved time and resources specifically for your appointment. Any remaining balance must be paid in full without deduction, set-off, or withholding unless required by law.

Where payment is overdue, we may suspend further services, retain any goods lawfully in our possession, and recover reasonable costs associated with collection of the debt. Interest and late payment charges may be applied where allowed by law and where such charges are stated in the quotation or invoice. If a payment card is declined, a transfer fails, or a cheque is dishonoured, the customer must promptly provide an alternative approved payment method.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different period is stated in the booking confirmation, we ask for at least 24 hours’ notice. Cancellations made with less notice may incur a fee reflecting our lost time, travel preparation, and reserved labour. If we have already ordered special materials, arranged subcontracted support, or incurred other job-specific costs, those costs may also be charged where lawful.

We reserve the right to cancel, postpone, or amend an appointment if conditions are unsafe, access is not possible, the property is unsuitable for the planned service, or an event beyond our reasonable control prevents us from attending. Such events may include severe weather, traffic disruption, illness, equipment failure, accident, or supply interruption. In these circumstances, we will seek to rearrange the appointment at the earliest reasonable opportunity.

If we arrive at the property and cannot begin work because the customer is absent, access is denied, essential information is missing, or the area is not ready for cleaning, the appointment may be treated as a late cancellation or a wasted visit. In such cases, a call-out charge or part-charge may apply. Where possible, we will make reasonable efforts to contact the customer before departing.

5. Liability and Limitations

We will carry out our services with reasonable care and skill. If we cause direct damage through proven negligence, we may, at our option, repair the damage, arrange a suitable replacement, or pay reasonable compensation up to the value of the affected item or the service charge, whichever is lower, subject to any insurance position and legal requirements. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of enjoyment, or any loss arising from pre-existing defects, manufacturer faults, hidden conditions, or the normal limitations of cleaning processes. We also are not responsible for damage caused by customer instructions, unsuitable materials, incorrect product information, or failure by the customer to disclose relevant facts.

The customer agrees that some risks are inherent in professional textile cleaning. Examples include slight colour change, texture variation, pile flattening, residual dampness, minor wick-back of stains, or delayed reappearance of contamination that was present deep within the fibres. These are not necessarily signs of negligence. Where we consider a carpet or textile too fragile or degraded to clean safely, we may decline the service or proceed only at the customer’s request and risk, subject always to our duty to act reasonably and safely.

6. Waste Handling, Disposal, and Environmental Compliance

Homerton Carpet Cleaners handles wastewater, removed residues, packaging, and other waste materials in accordance with applicable UK waste regulations and environmental obligations. We will use reasonable care to prevent pollution, avoid unnecessary discharge, and dispose of waste responsibly. The customer must not ask us to dispose of prohibited materials, hazardous substances, or items that are not part of the agreed cleaning service unless we have expressly agreed and are legally permitted to do so.

Any waste generated from the service may include dirty extraction water, used cloths, disposable materials, filters, and removed debris. We may dispose of such waste using lawful methods appropriate to the type of material involved. If the property has specific drainage restrictions, shared systems, or site rules, the customer must notify us in advance. We may refuse to use a disposal route that appears unsafe, unlawful, or likely to cause environmental harm.

The customer warrants that the areas to be cleaned do not contain hidden hazardous materials such as asbestos, toxic residues, biohazards, or unstable chemical contamination unless disclosed before booking and expressly accepted by us in writing. If we discover or reasonably suspect unsafe waste or contamination, we may stop work immediately, leave the premises if necessary, and charge for work completed up to the point of suspension. Any further action may require specialist treatment at additional cost.

7. Complaints and Remedy

If the customer is dissatisfied with any aspect of the service, they should notify us as soon as reasonably possible after completion and, in any event, within a reasonable time. We may ask for photographs, a description of the concern, and an opportunity to inspect the issue before offering a remedy. This allows us to determine whether any problem was caused by the service, by pre-existing conditions, or by later events beyond our control.

Where a complaint is upheld, our preferred remedies may include a re-clean, a partial refund, a price adjustment, or another appropriate solution depending on the circumstances. The chosen remedy will be reasonable and proportionate. Nothing in this section affects the customer’s statutory rights under the Consumer Rights Act 2015 or other applicable UK legislation.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where the customer resides in another part of the United Kingdom and mandatory consumer law provides otherwise. If any provision of these terms is found invalid or unenforceable, the remaining provisions will continue in full force and effect.

Any failure or delay by us in enforcing a right or remedy under these terms does not waive that right or remedy. No person other than the customer and Homerton Carpet Cleaners shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these terms unless expressly stated otherwise. These terms represent the whole agreement relating to the service, subject to any written variation agreed by both parties.

By booking a service with Homerton Carpet Cleaners, the customer confirms that they have authority to contract for the property concerned, accept these terms on behalf of the occupier or owner where relevant, and ensure that all reasonable preparations are made before the appointment. These terms are designed to support a clear and professional service relationship, while protecting the rights and responsibilities of both parties under UK law.