Terms and Conditions for Harrow Carpetcleaning Services

These Terms and Conditions set out the basis on which Harrow Carpetcleaning provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to these terms. The purpose of this document is to make the service process clear, fair, and consistent, while protecting both the customer and the service provider. For the avoidance of doubt, these terms apply to all carpet, upholstery, rug, and related cleaning services supplied under the Harrow Carpetcleaning name.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Harrow Carpetcleaning. References to “you” and “your” mean the customer placing the booking or receiving the services. We may update these terms from time to time, and the version in force at the time of booking will apply to your service unless a different written agreement has been made. Please read the whole document carefully before confirming any appointment.

The terms below are intended to be straightforward and practical. They cover the booking process, payments, cancellations, liability, waste handling, and governing law. They do not affect any rights that cannot legally be excluded under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

Booking process

Bookings may be made through the methods we make available from time to time, including phone, email, online enquiry, or other written request. A booking is not confirmed until we have acknowledged the request and provided a date, time window, or other service arrangement. Any quotation issued before a full inspection is based on the information you provide and may be revised if the actual service conditions differ from those described.

It is your responsibility to ensure that all details supplied during the booking process are complete and accurate. This includes the size and type of area to be cleaned, access requirements, the nature of any stains or damage, and any special instructions. If information is incomplete or incorrect, Harrow Carpetcleaning may adjust the price, modify the scope of work, or, where necessary, refuse or reschedule the appointment. We aim to provide a reliable carpet cleaning service, but timely and accurate information from the customer is essential.

Where a price is quoted for a carpet cleaning service or related work, the quotation may be based on one or more of the following: room count, measured area, item count, condition, fabric type, stain treatment needs, and access conditions. Quotes are typically valid for a limited period and may be withdrawn or amended if the scope changes. Extra charges may apply if the customer requests additional work not included in the original booking.

We reserve the right to refuse a booking where, in our reasonable opinion, the work would be unsafe, impractical, or unsuitable for the equipment, products, or methods normally used by Harrow Carpetcleaning. We may also decline a job if the site conditions present a risk to health and safety, to property, or to our team. If a refusal is necessary after a booking has been tentatively arranged, we will make reasonable efforts to explain the reason and, where possible, propose an alternative arrangement.

The customer should ensure that the property is ready for the appointment at the agreed time. This includes reasonable access to the areas to be cleaned, sufficient space for equipment, and the removal of fragile items or valuables where appropriate. Unless specifically agreed otherwise, we are not responsible for moving heavy furniture, dismantling fittings, or handling items that could be damaged by movement.

Payments

Payment is due in accordance with the amount and timing stated on the quotation, invoice, or booking confirmation. Unless we agree otherwise in writing, payment is required on completion of the service by the methods we accept at the time of booking. For business customers or larger contracts, we may agree a different payment schedule, including deposit, staged payment, or invoice terms. Any agreed credit terms must be honoured by the due date.

All prices are stated in pounds sterling unless expressly noted otherwise. Prices may include or exclude VAT depending on the applicable business structure and the service arrangement confirmed to you. If VAT applies, it will be shown separately where required. Any additional charges for stain treatment, specialist products, parking, congestion, access difficulty, or extra labour will be explained where reasonably possible before being added to the final amount.

You must ensure that any card payment, bank transfer, cash payment, or other approved payment method is made in full and without deduction or set-off, unless a deduction is required by law. If payment is not received on time, we may charge reasonable recovery costs, suspend future bookings, or take lawful steps to recover the debt. Harrow Carpetcleaning retains ownership of any supplied goods or materials until payment is completed in full, where that is permitted by law.

Cancellations, postponements, and missed appointments

If you need to cancel or reschedule, please give notice as soon as reasonably possible. Cancellation terms may vary depending on the type of service, the scale of the booking, and whether any special materials or reserved time have been set aside. Where reasonable notice is provided, we will try to offer an alternative appointment. Where notice is short or the appointment has already begun, a cancellation charge may apply to reflect lost time, travel, or preparation costs.

If you fail to provide access at the arranged time, or if the premises are not ready for the work to be carried out, the appointment may be treated as a late cancellation or missed visit. In such cases, we may charge a call-out fee or a proportion of the quoted service price. This is because staff time, equipment preparation, and scheduling capacity have been allocated to your booking.

We may also need to postpone or cancel a booking due to circumstances beyond our control, including vehicle breakdown, illness, severe weather, utility interruption, unsafe site conditions, or supply issues. If this happens, we will attempt to contact you promptly and rearrange the appointment within a reasonable time. We will not usually be liable for indirect losses caused by a delay that is outside our control, provided we take reasonable steps to minimise inconvenience.

Service standards and customer responsibilities

Harrow Carpetcleaning will use reasonable care and skill in carrying out the agreed work. Our aim is to deliver a professional carpet cleaning UK service using appropriate techniques and products for the materials presented. However, cleaning results can vary depending on the age, condition, fibre type, prior treatment, and level of wear of the items being cleaned. We do not guarantee the removal of every stain, odour, mark, or discolouration.

You should tell us before the service begins if any item has been previously treated, repaired, dyed, badly worn, or exposed to water damage, pet contamination, glue, paint, or chemicals. Such conditions can affect the outcome and may increase the risk of shrinkage, colour bleed, residue transfer, or pre-existing weakness becoming visible after cleaning. We may ask you to sign or confirm that you understand these risks before work starts.

Where you request treatment of a particular issue, such as heavy traffic marking, pet accident areas, or persistent odours, we will explain the likely outcome based on the information available. Any additional treatment is provided on a best-efforts basis unless a specific written guarantee has been agreed. It is your responsibility to follow any aftercare instructions we provide, including ventilation, drying time, and avoiding foot traffic for the recommended period.

Liability and limitations

We accept liability for direct loss or damage caused by our negligence or by a breach of these terms, subject to the limitations set out below and any rights that cannot legally be excluded. Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be restricted under UK law.

We are not responsible for pre-existing damage, hidden defects, weakened fibres, unstable dye, unsuitable installation, or deterioration that occurs as a result of the item’s age or condition. We will not be liable for loss arising from information supplied by you that is incomplete, inaccurate, or misleading. This includes items where the true nature of the fabric, stain, or previous treatment was not disclosed.

To the fullest extent permitted by law, we are not responsible for indirect or consequential loss, including loss of profit, loss of business opportunity, or loss of enjoyment. Where liability is established, our total responsibility for any claim connected with a single booking will usually be limited to the amount paid for the relevant service, unless a higher amount is required by law. This does not reduce your statutory rights as a consumer.

Waste regulations and disposal

Harrow Carpetcleaning operates in accordance with applicable UK waste rules and environmental obligations. Waste created during the service, including used cloths, packaging, residues, and recovered debris, will be managed responsibly. We aim to minimise waste wherever possible and to use products in a way that is consistent with safe, lawful, and environmentally conscious working practices.

If the service produces contaminated waste, wastewater, or materials that require special handling, we will dispose of them in line with relevant regulations and reasonable professional practice. You must inform us in advance if the property contains hazardous substances, sharps, biohazards, asbestos risk, or other materials that may affect waste handling or worker safety. We may refuse to handle waste that we reasonably believe is unsafe, unlawful, or beyond the scope of the booked service.

Any items removed from the property at your request remain your responsibility unless we have expressly agreed in writing to dispose of them. Where we do agree to remove waste or unwanted items, the cost of lawful disposal may be added to the booking. The customer remains responsible for ensuring that any disposal request complies with applicable landlord, lease, building, or local rules.

Intellectual property, photos, and records

Any written materials, service descriptions, or branded content we provide remain our property unless otherwise agreed. We may keep internal records of bookings, invoices, site notes, and service details for operational, accounting, and legal purposes. Where photographs are taken for quality control, damage record, or dispute handling, they will be used only for legitimate business purposes and handled in accordance with data protection law.

We will not use customer images for marketing without permission. If a photograph is necessary to record the condition of an item before or after cleaning, it may be retained for our records. Such records are not a guarantee of outcome and should not be treated as a survey, valuation, or insurance report unless expressly stated in writing.

Any trademarks, logos, or trade names associated with Harrow Carpetcleaning remain protected and may not be used without permission. These terms do not transfer any intellectual property rights to the customer.

Complaints and disputes

If you are unhappy with any part of the service, you should notify us promptly and give us a reasonable opportunity to assess the issue. In many cases, concerns can be reviewed by revisiting the property, inspecting the affected area, or discussing the outcome against the original booking description. Any complaint must be raised within a reasonable time after completion of the service.

Where appropriate, we may offer a re-clean, adjustment, or other reasonable remedy at our discretion, provided that the matter relates to our workmanship and not to factors outside our control. We will not usually provide a remedy where the issue arises from lack of aftercare, pre-existing damage, undisclosed conditions, or normal wear and tear. Nothing in this section affects your statutory rights.

If a dispute cannot be resolved informally, both parties should attempt to settle it in a fair and proportionate manner before starting formal proceedings. Each side should act reasonably, keep records of the issue, and cooperate in any review of the service history, booking details, and relevant evidence.

General provisions and governing law

We may assign, subcontract, or transfer our rights and obligations under these terms where reasonably necessary for the provision of the service or the administration of our business. You may not transfer your rights under the booking without our written consent. No waiver of any term will be effective unless made in writing and signed or otherwise confirmed by us.

If any part of these Terms and Conditions is found to be invalid, illegal, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the rest of the document will remain valid and effective. A failure by us to enforce any right under these terms does not mean we waive that right in the future.

These Terms and Conditions, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. By booking with Harrow Carpetcleaning, you confirm that you have read, understood, and agreed to these terms in full.