Aldborough Hatch Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Aldborough Hatch Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing access for the service to begin, the customer agrees to be bound by these terms. These conditions are intended to create a clear understanding between the customer and the service provider regarding the scope of work, payment, cancellation rights, liability limits, and the handling of waste arising from cleaning activities.

The terms below apply to all services supplied under the name Aldborough Hatch Carpet Cleaners, including carpet cleaning, rug cleaning, stain treatment, deodorising, and related fabric care services. They apply whether the booking is made by phone, email, online form, or any other accepted method. If any part of these terms is unclear, the customer should seek clarification before the booking is confirmed. No variation of these terms will apply unless agreed in writing by both parties.

For the purposes of these terms, the words “customer”, “you”, and “your” refer to the person requesting the service, while “we”, “us”, and “our” refer to Aldborough Hatch Carpet Cleaners. The words “service”, “cleaning service”, or “work” refer to any professional cleaning task carried out on behalf of the customer. These terms are drafted to reflect general UK service practices and should be read alongside any written quotation, invoice, or service confirmation issued for the job.

Booking Process

A booking is considered provisional until we have received enough information to confirm the appointment. When requesting a service, the customer must provide accurate details about the area to be cleaned, the type of material, known stains or damage, access restrictions, and any special requirements. We rely on this information when setting the service plan and quotation. If the information provided later proves to be incomplete or incorrect, we may revise the price, amend the expected duration, or decline to proceed if the job cannot be completed safely or effectively.

Once the quotation or booking estimate has been accepted, the customer will usually receive a confirmation of the agreed service date, approximate arrival window, and any pre-visit instructions. A booking is only secured when the customer has agreed to the stated terms and any required deposit has been paid, where applicable. We reserve the right to refuse or cancel a booking if we believe the job is outside our normal service scope, if there is a safety concern, or if the premises are unsuitable for cleaning.

The customer is responsible for ensuring that access is available on the scheduled date and that the areas to be cleaned are reasonably prepared for the work. This may include moving small personal items, securing pets, and ensuring that electricity and water supply are available where needed. If we arrive and are unable to carry out the work because of access issues, unsafe conditions, or missing information, we may charge a call-out fee or treat the appointment as a late cancellation.

Payments and Pricing

All prices are stated in pounds sterling unless expressly agreed otherwise. Quoted prices are based on the information available at the time of booking and may be revised if the actual conditions differ from those described by the customer. Additional charges may apply for extra rooms, larger-than-expected areas, heavy soiling, specialist stain treatment, furniture moving beyond a normal level of assistance, or work requested on the day that falls outside the original scope.

Payment is due in full on completion of the service unless a different arrangement has been agreed in advance. We may accept payment by bank transfer, debit card, credit card, or other approved method. Where a deposit is required, the deposit will be applied against the total price unless the booking is cancelled in breach of the cancellation terms. Invoices must be paid by the due date shown. If payment is overdue, we may charge reasonable recovery costs permitted by law.

We reserve the right to pause, suspend, or withhold completion documents if payment is not made when due. Any discounts, promotions, or special offers are offered at our discretion and may be withdrawn or amended without notice unless already confirmed in writing for a specific booking. Unless stated otherwise, prices are exclusive of unusual third-party costs, parking charges, congestion-related fees, or access-related costs that are reasonably incurred during the visit.

Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. A cancellation is treated as effective from the time we receive the request. If the customer cancels with sufficient notice, any prepaid amount may be refunded or transferred to a new date, subject to any non-refundable charges already incurred. If the cancellation is made at short notice, we may retain part or all of the deposit to cover lost time and administration.

A late cancellation, defined as a cancellation made after we have begun travelling to the property or within a short period before the scheduled appointment, may result in a charge. If our team arrives at the property and cannot gain access, cannot begin work due to circumstances beyond our control, or is turned away, the appointment may be treated as a missed visit and charged accordingly. We will act reasonably in assessing any fee and will consider the actual time and cost lost.

We may need to reschedule due to weather conditions, equipment failure, staff illness, safety concerns, or circumstances beyond our control. If this happens, we will aim to offer an alternative appointment at the earliest reasonable opportunity. We will not be responsible for indirect losses caused by a rescheduled appointment, provided that we have taken reasonable steps to notify the customer and rearrange the service promptly.

Service Standards and Customer Responsibilities

We will carry out the service with reasonable care and skill, using appropriate methods and materials for the condition of the items or surfaces being cleaned. However, the customer acknowledges that some stains, odours, colour loss, shading, fibre damage, or wear may not be fully removable. The outcome of cleaning can vary depending on the age, condition, construction, and previous treatment of the carpet or upholstery. No guarantee is given that every mark will be removed.

Before work begins, the customer should inform us of any pre-existing damage, fragile materials, hidden defects, or known risks. This includes loose seams, dye instability, weak backing, moth damage, previous repairs, urine contamination, or adverse reactions to cleaning agents. We may decline certain areas or use limited methods if we believe full cleaning could cause damage. If the customer instructs us to proceed against our advice, such instruction is at the customer’s own risk, to the extent permitted by law.

The customer is expected to ensure that the premises are reasonably safe and suitable for the service. This includes clear walkways, secure flooring, and warning us of any hazards such as exposed wiring, water leaks, asbestos concerns, or structural defects. If we are required to move items beyond normal handling, the customer should confirm that such items can be moved safely without injury or damage. We are not responsible for delays caused by failure to prepare the premises appropriately.

Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that position, we are responsible only for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not liable for business losses, loss of profit, loss of opportunity, or any indirect or consequential losses.

Where damage occurs and we are found responsible, our liability will normally be limited to the lower of the cost of repair, the cost of replacement of the affected item, or the amount paid for the specific service giving rise to the claim, unless the law requires otherwise. The customer must notify us of any alleged issue as soon as reasonably possible and must allow us a reasonable opportunity to inspect the matter before any repair or replacement is arranged. Failure to do so may affect any claim.

We are not liable for pre-existing defects, normal wear and tear, hidden weakness in materials, or damage caused by factors beyond our control. We cannot accept responsibility for items left unsecured, fragile possessions not disclosed in advance, or damage resulting from the customer’s instructions where those instructions were contrary to our advice. Any suggestion that a particular result will be achieved is only an estimate of likely outcome and not a contractual guarantee.

Waste Regulations and Environmental Handling

We aim to operate in accordance with applicable UK waste handling and environmental requirements. Waste produced during the service may include dirty water, removed residues, disposable cloths, packaging, and contaminated material collected during the cleaning process. Where such waste is created by us, we will handle it responsibly and dispose of it in a lawful and appropriate manner. We may separate waste for recycling or approved disposal where practical and permitted.

The customer acknowledges that certain cleaning methods can produce wastewater or extracted solution that must not be discharged in a way that breaches local rules, drain restrictions, or environmental regulations. We will take reasonable care to manage waste safely, but we may refuse to carry out a method if the location, drainage arrangement, or storage conditions create an unacceptable environmental or legal risk. The customer must not instruct us to dispose of waste in an unlawful manner.

Any hazardous or unusual waste identified at the property, including heavily contaminated materials, pest-related debris, sharp objects, chemical residues, or items requiring specialist disposal, may be excluded from standard service prices. If such waste is discovered, we may stop work, charge an additional fee where lawful, or advise that specialist contractors are required. The customer remains responsible for ensuring that the premises comply with their own waste and environmental obligations unless otherwise agreed in writing.

Complaints, Force Majeure, and Final Terms

If the customer is dissatisfied with any aspect of the service, they should raise the concern promptly so that we can review the matter. We may request photographs, a description of the issue, and an opportunity to inspect the affected area. Complaints should be made within a reasonable time after completion of the service. We will consider each complaint fairly and aim to resolve genuine issues without unnecessary delay.

We will not be responsible for any failure or delay in performing our obligations where the failure results from events outside our reasonable control, including severe weather, fire, flood, road closures, industrial action, supply interruption, or emergency circumstances. If such an event prevents us from completing the service, we may suspend the booking, reschedule it, or cancel it without liability for resulting loss, other than any refund due for work not carried out.

These Terms and Conditions, together with any written quotation or booking confirmation, form the entire agreement between the parties in relation to the relevant service. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure by us to enforce any right shall be treated as a waiver of that right.

Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services provided by Aldborough Hatch Carpet Cleaners shall be subject to the exclusive jurisdiction of the courts of England and Wales. This does not affect any mandatory consumer rights that apply under UK law.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms. For the avoidance of doubt, the contract begins when the booking is accepted and continues until the service has been completed, paid for, and any valid post-service matters have been reasonably addressed. These terms are intended to be fair, practical, and consistent with the expectations of professional carpet cleaning services in the UK.

Last updated: These terms may be revised from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of booking will apply unless a later written agreement states otherwise. Customers are encouraged to retain a copy of the terms associated with their booking for their records.