Hook Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Hook Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, you agree to be bound by these terms. They are designed to be clear, fair, and practical, while protecting both the customer and the service provider. Please read them carefully before confirming any appointment for carpet cleaning services, upholstery care, stain treatment, or related work.

For the purposes of these terms, references to “we”, “us”, and “our” mean Hook Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service. These terms apply to all bookings unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

We reserve the right to update these Terms and Conditions from time to time. Any revised version will apply to bookings made after the date of publication or communication of the revised terms. It is your responsibility to review the current terms before confirming a new cleaning appointment. These terms do not affect any rights you may have under UK consumer law.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking is considered provisional until it has been confirmed through our normal booking process. We may ask for details such as the type and size of the area to be cleaned, the condition of the carpets, access arrangements, parking restrictions, and any particular issues that may affect the work. This helps us provide an accurate estimate and allocate the correct time and equipment for the job.

You must ensure that all information supplied at the time of booking is complete and accurate. If the information you provide is misleading or incomplete, the price, duration, or outcome of the service may be affected. Where necessary, we may revise the quotation or decline to proceed if the job differs materially from what was originally described. A quotation is usually based on the details given at the time and may be adjusted if the actual condition of the property is significantly different.

The agreed appointment time is an estimate and may be affected by traffic, access issues, weather, or earlier jobs running longer than expected. We will aim to arrive within a reasonable window and will contact you where possible if there is a substantial delay. You must ensure that the property is accessible at the agreed time, and that someone aged 18 or over is present if required to authorise the work or provide entry. If access is not available, we may treat the appointment as a cancellation by you.

2. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service. We may accept payment by bank transfer, card, cash, or another method notified at the time of booking. In some cases, we may request a deposit to secure the appointment, particularly for larger jobs, repeat cancellations, or work involving specialist equipment or significant preparation. Any deposit requirements will be made clear before the booking is confirmed.

All quoted prices are based on the information provided and may be subject to change if the work required differs from the original description. Additional charges may apply where we are asked to carry out extra rooms, additional stain removal, specialist treatment, removal of excessive contamination, or work made more difficult by poor access or undeclared conditions. If we identify a need for extra work, we will seek your approval before proceeding whenever reasonably practicable.

We may also charge for waiting time if we arrive and cannot begin work because the property is not ready, access is restricted, or the area to be cleaned has not been prepared as agreed. If payment is not made when due, we reserve the right to charge reasonable recovery costs and any interest permitted by law. Any invoice dispute must be raised promptly and in good faith. Undisputed amounts remain payable in accordance with the original payment terms.

3. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different arrangement has been agreed, we ask for at least 24 hours’ notice before the appointment time. Where sufficient notice is provided, any deposit may be transferred to a new booking or refunded, depending on the circumstances and any costs already incurred. Short-notice cancellations may result in the deposit being retained to cover administration, reserved labour, and lost appointment time.

If you cancel very close to the appointment time, or if we are unable to gain access to the property, we may charge a late cancellation fee or treat the job as a missed appointment. This also applies where we arrive and discover that the necessary preparation has not been completed, the property is not ready, or the conditions are materially different from those described. We will always act reasonably and take account of the circumstances.

We reserve the right to cancel or reschedule an appointment in the event of staff illness, equipment failure, unsafe working conditions, severe weather, or any other circumstance beyond our reasonable control. If we cancel, we will offer an alternative appointment where possible or refund any deposit paid for the cancelled visit, unless the cancellation is caused by events outside our control and no fault lies with us. We are not responsible for indirect losses caused by cancellation, provided we have acted reasonably.

4. Service Standards, Customer Responsibilities and Liability

We will carry out the cleaning service with reasonable skill and care and aim to achieve the best result that is reasonably possible in the circumstances. However, carpet fibres, dyes, previous wear, existing damage, hidden staining, water marks, pet contamination, and manufacturer limitations may affect the final outcome. Some stains cannot be fully removed, and some carpets may react unpredictably to cleaning products or moisture. We do not guarantee restoration to a new condition unless expressly stated in writing.

You are responsible for telling us about any known issues before work begins, including loose seams, weak backing, colour sensitivity, shrinkage risk, pre-existing damage, embedded foreign objects, delicate materials, or areas previously treated with unsuitable products. We may refuse to clean an item or area if we believe there is a risk of damage. Where appropriate, we may carry out a small test patch, but this does not eliminate all risk. By asking us to proceed, you acknowledge the normal risks associated with professional cleaning.

To the fullest extent permitted by law, we are not liable for loss or damage caused by information you provided incorrectly, failure to disclose relevant facts, normal wear and tear, hidden defects, or circumstances outside our control. Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are found liable for direct loss, our liability will be limited to the price paid for the relevant service, except where the law requires otherwise.

5. Property Care, Preparation and Access

Before the appointment, you should remove small breakable items, valuables, and fragile objects from the work area, and ensure that the space is reasonably clear and safe to work in. We may move light furniture where it is safe and practical to do so, but we are not obliged to move heavy, fixed, or unusually valuable items. If furniture must be moved, you remain responsible for informing us of any fragility, hidden connections, or risk of damage.

You must ensure that there is suitable access to water, electricity, and the areas required to complete the work. If parking charges, permits, or restrictions apply, you should tell us in advance. Where we need parking to unload equipment, reasonable charges may be added to the invoice if agreed beforehand or if they are unavoidable in order to carry out the service. We will take reasonable care of the property, but minor disturbance to items temporarily moved as part of the process may occur.

The customer should also ensure that pets, children, and other occupants are kept clear of the work area as appropriate. This is to reduce disruption and avoid accidental contact with wet surfaces, cleaning solutions, or equipment. If we believe conditions are unsafe, we may pause or stop the work until the issue is resolved. Any delay caused by unsafe or unsuitable conditions may result in additional charges or rescheduling.

6. Drying Times, Results and Aftercare

Drying times will vary depending on carpet type, ventilation, humidity, soiling levels, and the cleaning method used. We may provide an estimated drying period, but this is only a guide and cannot be guaranteed. You should avoid walking on damp carpets where possible and follow any aftercare advice given at the end of the appointment. If cleaning has been completed and the carpets later become marked due to use before fully dry, we accept no responsibility for that result.

Any advice we provide about stain treatment, maintenance, or aftercare is given in good faith and based on the condition observed at the time. It is your responsibility to use appropriate cleaning products and methods in future. We are not liable for damage caused by unsuitable DIY treatment, aggressive chemicals, bleach, or the use of tools not recommended for the carpet type.

Where we supply protective treatments, deodorisers, or specialist stain removal services, no guarantee can be given unless stated in writing. Such treatments may reduce future staining or wear but do not make carpets immune to marks, spills, or deterioration. Results can differ depending on fabric composition, age, prior treatment, and environmental factors.

7. Waste Regulations and Disposal

We operate in accordance with applicable UK waste and environmental requirements. Any waste removed during the service, such as collected debris, contaminated disposable materials, or packaging arising from the job, will be handled responsibly and lawfully. We do not remove hazardous waste unless this has been specifically agreed and we are authorised and equipped to do so. If hazardous materials are discovered, we may stop the service and advise you that specialist disposal may be required.

You remain responsible for declaring any known contamination, including bodily fluids, mould, pests, chemicals, or other substances that may create a health or disposal risk. If such substances are present and were not disclosed, we may refuse the work, withdraw from the property, or apply additional charges if specialist procedures are needed. Any waste left behind by us will be disposed of using appropriate channels and in line with relevant regulations.

We ask customers not to place prohibited items, sharps, or dangerous materials in the cleaning area. If we reasonably believe that the job could breach health and safety standards or waste rules, we may suspend the service until the issue is resolved. Compliance with waste regulations is a shared responsibility, and we will expect co-operation where needed to avoid unnecessary environmental or legal risk.

8. Complaints, Force Majeure and Governing Law

If you are unhappy with any aspect of the service, you should raise the issue as soon as reasonably possible so that we can review it. We may ask for photographs, a description of the concern, and an opportunity to inspect the affected area. Where a valid issue is identified, we may offer a return visit, corrective action, or another reasonable remedy at our discretion, provided that the complaint is made promptly and the issue is capable of practical resolution.

We are not liable for failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control, including but not limited to severe weather, accidents, fire, flood, strikes, transport disruption, power failure, or equipment breakdown. In such cases, we will seek to minimise disruption and arrange a new appointment where possible. This does not affect your statutory rights.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising in connection with the services or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By booking Hook Carpet Cleaners, you confirm that you have read, understood, and accepted these terms in relation to the carpet cleaning service requested.