Hoxton Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Hoxton Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By placing a booking, the customer agrees to read, understand, and accept the terms below. They are designed to create clarity around the carpet cleaning service, payment arrangements, scheduling, access requirements, and the responsibilities of both parties. For the avoidance of doubt, these terms apply to all cleaning appointments, whether arranged by phone, email, online request, or any other accepted booking method.
In these conditions, references to “we”, “us”, and “our” mean Hoxton Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms should be read together with any written quotation, job confirmation, or service notes supplied before the appointment. If any specific instruction in a quotation or confirmation differs from these terms, the specific instruction will apply for that booking only.
We reserve the right to update or amend these Terms and Conditions from time to time. Any revised version will apply from the date it is published or otherwise communicated to the customer. Continued use of our services after an amendment will be treated as acceptance of the updated terms. These terms are intended to be fair and reasonable and do not affect your statutory rights under UK consumer law.
Booking process begins when the customer provides the required details for the job, including the property type, room count, approximate floor area, material type, stains or odours, access conditions, and preferred dates. A booking is not confirmed until we have accepted it and, where required, received any deposit or pre-authorisation. We may request photographs, measurements, or additional information to help assess the scope of the work and to ensure that the correct equipment and time allocation are assigned to the appointment.
All quotations are based on the information supplied at the time of enquiry. If the condition of the carpet, rug, upholstery, or flooring is materially different from the description provided, we may revise the quotation, amend the service scope, or decline to proceed if the task cannot be completed safely or effectively. A quoted price is valid only for the period stated in the quotation, or if no period is specified, for a reasonable time taking into account market conditions and scheduling availability.
The customer must ensure that access is available at the agreed time and that the area is reasonably prepared for cleaning. This includes moving small personal items, securing pets, and informing us in advance of any special circumstances such as fragile furniture, restricted parking, water limitations, shared entrances, or health and safety concerns. If access is delayed, the appointment may need to be shortened, rescheduled, or charged as a wasted visit where our team has attended but cannot carry out the work.
Payments must be made in accordance with the price confirmed for the service. Unless otherwise agreed in writing, payment is due upon completion of the work on the same day. We may accept payment by approved methods including bank transfer, card payment, or other options communicated at the time of booking. Cash may be accepted only where expressly agreed in advance. Any deposit requested is non-refundable except where required by law or where we cancel the booking and cannot offer a reasonable alternative.
Where the work is for a business customer or managing agent, we may agree invoice terms in writing. In such cases, payment is due within the stated period on the invoice. Late payment may result in suspension of future services, recovery action, or the application of statutory interest and compensation where permitted under applicable legislation. The customer is responsible for ensuring that payment details are accurate and that the payer is authorised to settle the account.
If additional work becomes necessary during the visit, we will explain the reason for the adjustment and obtain approval before proceeding wherever reasonably possible. Extra charges may apply where the customer requests treatment for severe staining, heavy soiling, specialist fabric handling, stain protection, sanitising, or furniture moving beyond the standard scope. Any added cost will be based on the actual work involved and will be communicated as clearly as possible before the relevant task is carried out.
Cancellations, postponements, and missed appointments
The customer may cancel or reschedule a booking, but reasonable notice is required so that the appointment can be reallocated. If notice is provided sufficiently in advance, no cancellation fee may apply. However, where a cancellation occurs at short notice, or where materials, personnel, and transport have already been committed, we may charge a cancellation fee to cover genuine losses and administrative costs. The amount of any such fee will be proportionate and based on the timing and circumstances of the cancellation.
We may also cancel or rearrange an appointment where access is unsafe, information provided at booking was materially inaccurate, weather or transport conditions prevent attendance, the requested work is unsuitable, or circumstances beyond our reasonable control affect our ability to perform the service. In these cases, we will seek to offer an alternative date where practicable. We will not be responsible for any indirect losses caused by a postponement, including business interruption or inconvenience, unless liability cannot lawfully be excluded.
If the customer is unavailable at the agreed time or fails to provide the access necessary to complete the job, the visit may be treated as a missed appointment. A missed appointment fee may be charged where our team has arrived and the work cannot proceed due to the customer’s actions or omissions. This includes situations where keys are not available, entry codes are not working, the property is occupied by an unauthorised person, or the space has not been prepared to a reasonable standard for safe working.
Liability and service standards We will carry out our Hoxton carpet cleaning services with reasonable skill and care, using methods and products considered suitable for the fabric type and condition disclosed to us. Where the customer provides incomplete or incorrect information about material composition, previous treatments, damage, or contamination, we will not be responsible for any resulting limitations, changes in appearance, shrinkage, colour variation, or adverse reaction. The customer should disclose any known issues before work begins.
Carpet fibres and soft furnishings may already contain wear, fading, pre-existing stains, pile distortion, colour loss, odours, or other conditions that cannot always be removed or restored by cleaning. While we aim to achieve a high standard, no guarantee is made that every stain, mark, or odour will be completely eliminated. Some residues may reappear after drying due to wicking, hidden contamination, or prior improper treatment. This is a normal risk in professional carpet cleaning and does not of itself constitute negligence.
We are not liable for indirect, incidental, special, or consequential losses, including loss of business, loss of profit, missed deadlines, or costs arising from the customer’s inability to use a room immediately after treatment. Our total liability in connection with any booking shall not exceed the amount paid for the specific service giving rise to the claim, except where liability cannot be limited under law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded in the UK.
Customer responsibilities, waste handling, and site conditions
The customer must take reasonable steps to protect valuables, fragile items, important documents, and personal possessions before the appointment. We may move lightweight furniture at our discretion, but we are not required to move heavy, fixed, or hazardous items unless this has been expressly agreed in advance. The customer remains responsible for identifying any items that should not be moved, including antiques, electrical equipment, and objects that could be damaged by vibration, moisture, or handling.
We expect the working area to be safe and reasonably free from hazards. This includes warning us about loose flooring, hidden stains from chemicals, pest issues, mould, structural damage, or any substance that may pose a health risk. If we believe the environment is unsafe, we may stop work until the issue is addressed. Any time lost as a result of unsafe conditions, delayed access, or inaccurate information may be chargeable where permitted by law and reasonably justified.
Waste generated during the service will be handled in accordance with applicable waste regulations and environmental requirements. This includes disposing of used packaging, contaminated disposable materials, and any waste created in the ordinary course of providing the cleaning service. We will not knowingly leave regulated waste in a manner that breaches legal duties. Where specialist disposal is required because of unusual contamination, biohazards, or hazardous substances, additional charges may apply and the customer may be required to provide accurate disclosure before work begins.
Where items are removed from the premises for disposal or replacement only with the customer’s permission, ownership and responsibility transfer in line with the agreed instruction. The customer must confirm that any item designated for disposal is not needed for insurance, evidential, or warranty purposes. We are not responsible for retrieving items once they have been confirmed for disposal, and we accept no liability for loss arising from incorrect disposal instructions supplied by the customer or a third party acting on their behalf.
Guarantees and complaints Any service guarantee, where offered, applies only to the specific treatment described and only if the customer follows our aftercare instructions. Claims relating to dissatisfaction should be raised promptly, and in any event within a reasonable time after the service has been completed. The customer should allow sufficient drying time before making a final assessment, as carpets may appear differently while damp. We may request images, access for inspection, or the opportunity to revisit the site before accepting that remedial work is required.
If a complaint is upheld, our usual remedy will be to revisit and attempt reasonable corrective action. Refunds, partial refunds, or other remedies may be offered where appropriate, but only at our discretion and in accordance with applicable law. Any claim must be supported by relevant details and should include the date of service, the location of the issue, and a description of the concern. This process does not limit the customer’s rights where mandatory consumer protections apply.
Force majeure and suspension We shall not be in breach of contract if performance is prevented or delayed by events beyond our reasonable control, including severe weather, accidents, illness, road closures, power failure, equipment breakdown, supply interruptions, civil disturbance, or legal restrictions. In such circumstances, we may suspend the booking, alter the schedule, or rearrange the service without liability for resulting delay, provided we act reasonably and communicate the position as soon as practicable.
We also reserve the right to suspend or refuse service where the customer’s conduct is abusive, threatening, discriminatory, or otherwise unsafe, or where repeated late cancellations or non-payment indicate that further performance is commercially impractical. Any such decision will be made reasonably and in good faith. Nothing in this clause affects the customer’s right to receive services already paid for where performance remains possible and lawful.
Governing law These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer legislation provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.
