Dollis Hill Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Dollis Hill Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to these terms. They are intended to be clear, fair, and compliant with applicable UK consumer and business law. Nothing in these terms affects your statutory rights.

Throughout this document, references to we, us, and our mean the service provider trading as Dollis Hill Carpet Cleaners. References to you and your mean the customer, whether acting as a private individual, tenant, landlord, managing agent, or business representative. These terms apply to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and any other service we agree to provide in writing or by confirmed booking.

We reserve the right to amend these terms from time to time. Any updated version will apply to new bookings made after the revision date. If a change is made that materially affects an existing confirmed booking, we will notify the customer within a reasonable period where practicable. Continued use of the service after any amendment indicates acceptance of the updated terms.

All services are provided subject to a booking process designed to ensure the job is correctly assessed and scheduled. A booking may be made through the channels we make available at the time, and it becomes binding only when we confirm the date, approximate time slot, and scope of work. Quotes may be based on the information you provide, including room size, fibre type, access conditions, level of soiling, and whether specialist treatment is required. If the details supplied are incomplete or inaccurate, the price and timing may need to be adjusted before work begins.

It is your responsibility to make sure that the service request is accurate and that all relevant information is disclosed before the appointment. This includes, where relevant, pet accidents, heavy staining, previous treatments, fragile materials, hidden damage, recent renovation dust, or any condition that may affect cleaning outcomes. A quotation given without an on-site inspection is an estimate unless expressly stated otherwise. We may decline or reschedule a booking if the property is unsafe, inaccessible, or unsuitable for the requested cleaning method.

Where an appointment has been confirmed, you agree to provide reasonable access at the agreed time and to ensure that the area to be cleaned is ready for service. This includes moving light personal items if requested, securing pets, and ensuring that water and electricity are available where needed. If access is delayed, restricted, or impossible because of circumstances within your control, we may charge a waiting fee, a wasted journey fee, or a cancellation fee, depending on the circumstances and the notice given.

All prices are stated in pounds sterling unless otherwise agreed. Prices may be fixed, estimated, or calculated on a time-and-materials basis depending on the nature of the work. The final charge will normally reflect the agreed quotation, any variations requested by you, and any additional work required due to factors not reasonably visible at the time of quoting. If we discover during the appointment that a carpet cleaner must use specialist treatment, additional labour, or extended drying procedures, we will seek approval before proceeding where reasonably possible.

Payment terms will be confirmed at the point of booking or in the written quotation. Unless otherwise stated, payment is due on completion of the service and before departure from the property. We may accept card payment, bank transfer, cash, or another method agreed in advance. For business accounts, invoice terms may be offered at our discretion and subject to credit approval. Late or failed payments may incur reasonable recovery costs and interest in accordance with applicable law.

Any deposit requested to secure a booking is non-refundable except where we cancel the service or where consumer law requires a refund. Deposits may be applied toward the final invoice. If the customer requests additional work after the booking is confirmed, the price will be amended accordingly. If a quoted job becomes substantially more complex because of hidden conditions, we will explain the reason for any change before extra charges are incurred. We aim to keep pricing transparent and proportionate.

Customers may cancel or reschedule a confirmed booking, but notice must be given as early as possible. Unless a different cancellation policy has been agreed in writing, cancellations made with sufficient notice will not attract a fee. Short-notice cancellations, particularly where a team has already been allocated, may result in a charge to cover lost time, travel, and administration. If you are a consumer and have booked remotely, your statutory rights under the Consumer Contracts Regulations may apply, subject to any exceptions for services already started with your consent.

Where work has commenced, you may still have rights to cancel or request changes depending on the circumstances, but you will be responsible for any services already delivered, materials used, or costs reasonably incurred. If we arrive at the property and are unable to proceed because the customer is absent, access is denied, the property is not ready, or the equipment needed cannot be used safely, the appointment may be treated as a late cancellation or failed visit. In such cases, a charge may apply.

We may cancel or postpone a booking if circumstances beyond our control make performance impracticable, unsafe, or unlawful. This includes severe weather, transport disruption, equipment failure, staff illness, utility issues, or any event amounting to force majeure. If we cancel, we will seek to rearrange the service within a reasonable time or refund any advance payment for work not carried out. We will not be responsible for indirect losses arising from such cancellation except where required by law.

Our liability is limited to the proper performance of the services agreed. We will exercise reasonable skill and care in carrying out each carpet cleaning or related service, but cleaning outcomes can vary depending on fibre type, age, previous treatment, wear, weather, staining, and underlying condition. No cleaning company can guarantee the complete removal of every stain, odour, or mark, particularly where damage is permanent or has been caused by dyes, bleaching, burns, insect activity, or pre-existing deterioration. Any statement about expected results is an opinion based on the information available.

We are not liable for pre-existing defects, structural faults, hidden damage, colour transfer caused by unstable dyes, shrinkage resulting from unsuitable materials, or deterioration that occurs because of the item’s age or condition. You should tell us about known risks before work begins. We may refuse to clean items that are too fragile, irreparably damaged, or likely to be harmed by moisture or agitation. If we advise that an item should not be cleaned by a particular method and you ask us to proceed against our recommendation, you accept the risk of adverse results to the fullest extent permitted by law.

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 legally be limited or excluded. Subject to that, our total liability arising from any single booking shall be limited to the amount paid or payable for the relevant service, or to the extent required by law. We will not be liable for consequential loss, loss of profit, loss of opportunity, business interruption, or indirect damage, unless such exclusion is prohibited by law.

Our operatives will take reasonable care to protect floors, furnishings, and surrounding areas while carrying out the work. However, you are responsible for removing valuable, fragile, sentimental, or hazardous items from the work area unless we have expressly agreed to handle them. We may move light items to access the area being cleaned, but we do not accept responsibility for items left in place unless damage results from our negligence. Where possible, we will note any visible pre-existing marks or issues before starting.

Customers must ensure that the property is safe for work to begin. This includes informing us about asbestos, exposed wiring, unstable flooring, aggressive animals, biological hazards, or any condition that could create a risk to staff or others. If a hazard is discovered during the visit, we may pause or stop work until the issue is resolved. If the condition is serious, we may leave the premises and charge for the time spent and any reasonable costs incurred. Safety always takes priority over completion.

Drying times are affected by ventilation, humidity, temperature, pile depth, and the extent of cleaning required. We may provide an estimated drying period, but this is not a guarantee. You should avoid walking on cleaned areas until it is reasonably safe to do so and should follow any care advice given at the end of the appointment. We are not responsible for damage caused by premature use, re-soiling, or failure to ventilate the area properly after the service.

We operate in accordance with applicable waste regulations and environmental requirements in the United Kingdom. Any waste generated by our service will be handled responsibly and disposed of, recovered, or transferred only through lawful and appropriate channels. This may include used waste water, packaging, disposable protective materials, or contaminated items that cannot be retained safely. We will not dispose of household waste or large unrelated items unless this has been specifically agreed and is permitted by law.

You must not ask us to remove, transport, or dispose of prohibited, dangerous, or unlawful materials. If we encounter such materials during a visit, we may refuse to continue work until the issue is resolved. Where any material must be isolated, bagged, or stored for safety reasons, you are responsible for ensuring proper onward handling unless we have agreed in writing to arrange disposal lawfully. If specialist disposal is required, additional charges may apply.

We may use cleaning solutions, detergents, and other products that are suitable for the intended purpose and compliant with relevant regulations. You should tell us in advance if anyone at the property has allergies, sensitivities, or medical conditions that may be affected by such products. Although we select products with care, no product is entirely risk-free. You accept responsibility for informing us about special requirements so that we can adapt the service where reasonably possible.

For the avoidance of doubt, any intellectual property, systems, documents, or service materials we provide remain our property unless otherwise agreed. These terms govern the commercial relationship between the customer and Dollis Hill Carpet Cleaners for the specific booking or series of bookings made under them. If any clause is found to be unlawful, invalid, or unenforceable, the remaining clauses will continue in full force so far as law permits.

Failure by us to enforce any part of these terms at any time does not mean that we waive the right to enforce them later. Any waiver must be agreed in writing. You may not transfer your rights or obligations under a confirmed booking to another person without our consent. We may assign or subcontract part of the service where necessary, provided the overall standard of service remains consistent with these terms and applicable law.

These terms, and any dispute or claim arising from them, are governed by the law of England and Wales. If you are located elsewhere in the United Kingdom, the applicable mandatory consumer protections in your jurisdiction will still apply where relevant. Any dispute should first be raised promptly so that both parties have a reasonable opportunity to resolve it informally. If a matter cannot be resolved, it may be referred to the courts having jurisdiction under English law.