Hatton Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Hatton Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, upholstery cleaning, stain treatment, and related care services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they explain how bookings are accepted, how payments are handled, the rules for cancellations or rescheduling, the limits of our liability, and the standards that apply to waste handling and legal compliance. In these terms, references to we, us, and our mean Hatton Carpet Cleaners, and references to you and your mean the customer who requests or receives the service.

These terms apply to all services supplied by Hatton carpet cleaners unless we expressly agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Nothing in these terms is intended to limit any rights you may have as a consumer under UK law where such rights cannot legally be excluded.

A booking may be made by telephone, email, online form, text message, or any other method we make available from time to time. Your booking request is an offer to purchase services, and no contract is formed until we confirm acceptance. Confirmation may be provided verbally, electronically, or by written message. We may decline a booking at our discretion, including where we believe the job is unsuitable, unsafe, outside our service scope, or where access, timing, or payment arrangements are unclear. When confirming a booking, we may request information about room sizes, flooring type, fabric type, parking, access, water supply, or any special conditions that may affect the work.

It is your responsibility to provide accurate information at the time of booking and to tell us about anything that may affect service delivery. This includes prior treatments, heavy soiling, delicate fibres, unstable items, pet contamination, mould, biological matter, or any hidden damage. If the information supplied is incomplete or incorrect, we may need to amend the service, revise the price, change the expected timing, or refuse work that cannot be carried out safely. Any quotation given before attendance is based on the information available at the time and may be adjusted if the actual condition of the items or site differs materially from the description provided.

Payments are due in accordance with the payment terms stated at the time of booking or on the invoice. Unless agreed otherwise, payment must be made on completion of the service or within the period shown on the invoice. We may require a deposit for larger, repeated, or specially scheduled jobs, and any such deposit may be non-refundable except where cancellation is made by us or where law requires otherwise. We accept payment methods notified from time to time, and all prices are stated in pounds sterling unless expressly stated otherwise. Any amount not paid on time may be subject to reasonable recovery action, and we reserve the right to charge interest and/or late fees where permitted by law.

All prices are based on the scope of work agreed. If additional work is requested on the day, or if extra time, specialist products, or equipment are required because of unforeseen circumstances, we may charge an additional amount. Where a quote is fixed, it remains valid only for the agreed service scope and conditions. Where a quote is estimated, the final charge may vary according to actual time, materials, access conditions, and the level of contamination encountered. Hatton Carpet Cleaners will always seek to keep such variations reasonable and proportionate.

Cancellations and rescheduling must be made as early as possible. If you cancel or move an appointment with less than the minimum notice period stated at booking, we may charge a cancellation fee to reflect time reserved, travel arranged, or resources allocated. If we have already ordered specialist materials, assigned staff, or incurred other preparatory costs for your job, those costs may also be chargeable where lawful. If we arrive at the property and cannot complete the service because access is denied, the property is not ready, or the necessary conditions are not met, we may treat that as a late cancellation or wasted visit.

We may cancel or reschedule a booking where necessary because of staff illness, equipment failure, weather conditions, safety concerns, or circumstances beyond our reasonable control. In such cases, we will use reasonable efforts to offer a new appointment time. We will not be liable for any indirect losses arising from a cancellation or rescheduling caused by events beyond our control, including but not limited to transport disruption, power failure, water issues, or emergency access restrictions. This does not affect any non-excludable rights you may have under UK consumer law.

If you are a consumer, any statutory cooling-off rights that apply to distance or off-premises contracts will be explained where relevant. If you ask us to begin work before the end of any applicable cooling-off period, you acknowledge that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work carried out up to the point of cancellation. Where a cancellation right applies, it must be exercised in accordance with the instructions provided at the time of sale or booking.

Service standards and customer obligations

We will carry out the cleaning service with reasonable care and skill, using appropriate methods and products for the item or surface being treated. However, no cleaning process can guarantee complete removal of all stains, odours, marks, or wear. Results depend on the age, condition, fibre type, previous treatment, colourfastness, and prior use of the carpet or fabric. Some staining may be permanent, may reappear after drying, or may respond only partially to treatment. By booking carpet cleaning services or any related treatment, you accept that outcomes can vary and that cosmetic imperfections, shading, pile distortion, or pre-existing damage may remain visible.

You must ensure the property is accessible and safe for our team to work in. This includes providing accurate parking information where relevant, ensuring electricity and water supplies are available, and removing fragile items, valuables, obstruction, or personal belongings from the work area unless otherwise agreed. We may move light furnishings as part of the service, but we are not obliged to move heavy, fixed, fragile, or high-value items. If you request us to move an item, you do so at your own risk unless we agree otherwise in writing. Pets should be secured away from the work area, and children should not interfere with equipment, hoses, or damp surfaces.

Where drying time is involved, you should avoid use of the cleaned area until it is sufficiently dry. We may provide aftercare advice, but you remain responsible for following any instructions given, including ventilation, protective measures, and avoiding re-soiling. Failure to follow aftercare instructions may affect results and may reduce or remove any remedy that would otherwise be available for a complaint. Any complaint should be raised promptly and in any event within a reasonable time after completion so that we can inspect the issue and, where appropriate, attempt a remedy.

Liability is limited as set out in this section. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, we are not liable for pre-existing damage, wear and tear, hidden defects, poor previous workmanship, colour loss inherent in the material, or damage caused by unsuitable items, unstable fittings, or failure to disclose relevant information. We are also not liable for indirect or consequential losses, loss of profits, loss of business, or loss of opportunity arising from the service, except where such exclusion is unlawful.

If damage is alleged to have been caused by us, you must notify us as soon as reasonably practicable and allow us a fair opportunity to inspect the item or area. We may ask for photographs, proof of purchase, cleaning history, product labels, or other information needed to assess the claim. Where liability is established and the law allows, our remedy may be limited to re-performing the service, repairing the affected area, or paying compensation up to the amount you paid for the specific service in question. This limit applies only to the extent permitted by law and does not reduce any mandatory consumer rights.

We do not accept liability for deterioration resulting from inherent weaknesses in the item or for items that are already fragile, discoloured, or subject to previous repair. Where you request specialist treatment for delicate materials, antique fabrics, or high-risk stains, you accept that the service is performed at your instruction and that risk cannot be entirely removed. You are responsible for ensuring that any items presented for cleaning are suitable for the chosen method. If you are uncertain, you should tell us before the service begins so that we can review the available options.

Waste regulations and environmental responsibilities

Hatton Carpet Cleaners operates in compliance with applicable UK waste and environmental rules. Waste water, contaminated materials, packaging, and removed residue will be handled in a lawful and responsible manner. We will not knowingly dispose of regulated waste improperly or in a way that breaches environmental controls. Where specialist disposal is needed because of biological contamination, sharps, hazardous residues, or similarly regulated material, we may refuse the work, require additional charges, or insist on a different collection and disposal arrangement. You must tell us in advance if the property contains any waste or contamination that may trigger special handling requirements.

You are responsible for informing us of any hazardous substances, infestations, bodily fluids, mould growth, chemical contamination, asbestos risk, or other regulated issue affecting the premises or items. We may refuse to handle any material that we reasonably believe could expose our staff, your property, or the public to unacceptable risk or that would require a permit, specialist licence, or regulated disposal route beyond our standard service. If such conditions are discovered during the job and were not disclosed earlier, we may suspend or end the work and charge for time already spent and any costs reasonably incurred.

Where our service creates waste requiring disposal, such as extracted residues, used consumables, or disposable protective materials, we will manage that waste in line with applicable legal duties and good environmental practice. You must not ask us to dispose of items that are prohibited, unlawfully dumped, or beyond our normal operational capability. Any ownership of items removed for disposal passes only when lawful and only to the extent that the item is not subject to restricted handling. We encourage lawful recycling and minimising waste where reasonably practicable.

General legal terms

These terms and any dispute or claim arising from them are governed by the laws of England and Wales, unless mandatory law provides otherwise. If you are resident in Scotland or Northern Ireland, you may also benefit from mandatory consumer protections and local jurisdiction rules that cannot be excluded by contract. Any dispute shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, without prejudice to any rights you may have under applicable consumer legislation.

If we do not immediately enforce any right under these terms, that does not mean we have waived that right. No person other than the contracting parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. We may update these terms from time to time, and the version in force at the time of your booking will apply to that booking unless a change is required by law or expressly agreed between us and you.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Hatton carpet cleaners terms. If any part of the service, pricing, schedule, or scope requires clarification, it should be resolved before the appointment begins. These terms are intended to provide a fair framework for both parties and to ensure that the cleaning service is delivered efficiently, safely, and in line with UK legal requirements.