Hook Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Hook Carpet Cleaners to customers within its service area. By booking, confirming or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation that books or receives services from Hook Carpet Cleaners.
Company means Hook Carpet Cleaners, the cleaning service provider.
Services means any carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, odour treatment, end of tenancy cleaning or related services supplied by the Company.
Premises means the property or location where the Services are to be carried out.
Operative means a cleaner, technician or subcontractor engaged by the Company to deliver the Services.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and any written or verbal booking confirmation.
2. Scope of Services
The Company provides professional carpet and soft furnishing cleaning services within its designated service area in the United Kingdom. Availability may vary depending on location, access, and scheduling constraints. The exact scope of work, including rooms, items and treatments, will be confirmed at the time of booking.
All Services are subject to a visual inspection by the Operative on arrival. If the condition of carpets, rugs or upholstery, or the layout or size of the Premises, is materially different from the description given at booking, the Company reserves the right to adjust the price, amend the scope of work, or decline the Service.
3. Booking Process
Bookings may be made by the Customer by telephone or other accepted communication methods. A booking is considered an offer by the Customer to purchase Services from the Company in accordance with these Terms and Conditions.
The Company will confirm acceptance of a booking and the agreed appointment time by verbal or written confirmation. Only upon such confirmation will an Agreement be formed. Provisional times discussed but not confirmed do not constitute a binding booking.
The Customer must provide accurate information at the time of booking, including:
Full address of the Premises and any access instructions.
Approximate sizes and number of rooms or items to be cleaned.
Type of flooring or upholstery materials where known.
Parking availability and any restrictions.
Any known stains, odours, damage or special conditions that may affect the Service.
The Company reserves the right to record booking details for administrative, operational and quality purposes in line with applicable data protection laws.
4. Access and Parking
The Customer is responsible for ensuring that the Operatives have safe and suitable access to the Premises for the agreed time. This includes providing correct entry details and arranging for someone to be present if required for access or security reasons.
Where parking restrictions apply, the Customer must make reasonable efforts to provide or arrange suitable nearby parking for the Company vehicle. Any parking fees or penalties directly incurred during the provision of the Services due to inadequate parking arrangements may be added to the Customer’s invoice.
5. Customer Responsibilities Before Cleaning
Before the scheduled appointment, the Customer must:
Remove small items, personal belongings and breakables from the areas to be cleaned.
Ensure that larger furniture is moved where necessary, unless otherwise agreed as part of the Service.
Secure valuables and delicate items.
Inform the Operative of any fragile materials, pre-existing damage or special instructions.
The Company is not responsible for moving heavy furniture, large appliances, or items that may pose a risk to health and safety, unless specifically agreed in advance.
6. Pricing and Quotations
Prices may be provided as fixed rates per room, per item, or as an estimated total based on information supplied by the Customer. All quotations are given in good faith based on the details provided and are valid for a limited period as stated at the time of quotation.
If upon arrival the condition of carpets, upholstery or the Premises differs significantly from that described at booking, the Company reserves the right to:
Adjust the price accordingly.
Offer to carry out a reduced scope of work for the original price.
Decline the Service and charge a reasonable call-out fee to cover travel and time.
Any change to the agreed scope of work must be approved by both parties before additional Services are provided.
7. Payments and Invoicing
Unless otherwise agreed in advance, payment is due immediately on completion of the Services. The Company accepts payment methods as specified at the time of booking or on the invoice.
For business clients or repeat Customers, the Company may agree to issue an invoice with payment terms, usually payable within a specified period from the invoice date. Late payment may incur interest and administrative charges in accordance with applicable UK law.
The Customer agrees to pay all amounts due in full and without deduction, set-off or counterclaim. The Company reserves the right to withhold or suspend Services if any overdue balance remains unpaid.
8. Cancellations and Rescheduling
If the Customer wishes to cancel or reschedule a booking, the Customer must notify the Company as early as reasonably possible.
The Company may apply cancellation charges as follows:
No fee where more than 48 hours notice is given before the scheduled appointment time.
A reasonable cancellation charge where less than 48 hours but more than 24 hours notice is given, to cover administrative and scheduling costs.
Up to the full quoted price where 24 hours notice or less is given, or where the Operative is unable to gain access to the Premises at the scheduled time through no fault of the Company.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to illness, vehicle breakdown, severe weather, or operational issues. In such cases, the Company will endeavour to offer an alternative appointment at the earliest convenient time. The Company will not be liable for any indirect or consequential losses arising from such cancellations or delays.
9. Service Quality and Limitations
The Company will provide the Services with reasonable skill and care, using appropriate equipment and cleaning solutions suitable for the identified surfaces where reasonably practicable.
However, the Customer acknowledges and accepts that:
Not all stains, marks or odours can be removed, and results vary depending on the age, type and origin of soiling, as well as previous cleaning attempts.
Some carpets and fabrics may be worn, sun-faded, or damaged prior to cleaning and may respond unpredictably to any treatment.
The Company cannot guarantee that all pre-existing issues, such as traffic wear, colour loss or permanent staining, will be rectified.
Any timescales for drying given by the Company are estimates and depend on ventilation, temperature, humidity levels and fabric type.
The Company recommends that the Customer exercises caution when walking on damp carpets and avoids replacing heavy furniture or rugs until items are fully dry.
10. Liability and Damage
The Company holds appropriate liability insurance for the Services it provides. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
Subject to the above, the Company shall not be liable for:
Any indirect, consequential or economic loss, including loss of profit, business interruption or loss of opportunity.
Pre-existing damage, wear, fading, staining, shrinkage or discolouration that becomes more visible after cleaning.
Damage arising from defects in materials, poor installation, loose fittings, or inadequate attachment of carpets, rugs or upholstery.
Any reaction or damage that was not reasonably foreseeable, including where the material is mislabelled or the Customer fails to inform the Company of known sensitivities.
If the Customer believes damage has occurred as a direct result of the Services, the Customer must notify the Company in writing as soon as reasonably practicable and in any event within 48 hours of completion of the work, providing clear details and, where possible, photographs. The Customer must give the Company a reasonable opportunity to inspect the alleged damage and, if appropriate, arrange repairs or compensation in accordance with the Companys insurance and legal obligations.
11. Customer Complaints and Remedies
The Company aims to provide a high standard of service and values all feedback. If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company within 48 hours of completion.
Where a complaint is justified, the Company may, at its discretion:
Revisit the Premises to inspect the issue.
Offer a re-clean of the affected area.
Provide a partial refund or price reduction.
Any re-clean or remedy offered is subject to the Customer providing reasonable access to the Premises and taking appropriate care of the cleaned areas in the interim.
12. Waste Handling and Environmental Responsibilities
The Company is committed to operating in accordance with applicable UK waste and environmental regulations. As part of the Services, the Company will:
Use cleaning products in accordance with manufacturer instructions and relevant safety guidance.
Handle, store and transport any waste produced in the course of the work in a safe and responsible manner.
Dispose of any waste, including used solutions or consumables, in compliance with relevant local waste disposal requirements and regulations.
The Customer agrees not to request or insist that the Company disposes of waste in an unlawful or unsafe manner, for example by pouring prohibited substances down drains or leaving waste in locations not designated for disposal.
Where the Service involves removal of significant quantities of waste beyond normal cleaning residues, additional charges may apply, which will be explained to the Customer in advance where reasonably practicable.
13. Health and Safety
The Company takes health and safety seriously and will carry out the Services in a way that seeks to minimise risk to Customers, Operatives, occupants and visitors.
The Customer must:
Ensure that children and pets are kept away from work areas, equipment, cables and cleaning solutions during and immediately after the Service until all areas are safe and dry.
Inform the Operative of any health concerns, allergies or sensitivities that may be affected by cleaning products.
Disclose any hazards at the Premises, including uneven flooring, loose fittings or restricted ventilation.
The Company may decline to carry out or may suspend work where it deems conditions to be unsafe, and any additional costs arising from such circumstances may be chargeable to the Customer.
14. Force Majeure
The Company shall not be in breach of this Agreement nor liable for delay or failure to perform any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. Such events may include but are not limited to extreme weather, fire, flooding, power outages, public transport disruption, strikes, lockouts or other industrial disputes, public health emergencies, or actions of authorities.
15. Data Protection and Privacy
The Company collects and processes personal data such as names, addresses and contact details for the purposes of managing bookings, delivering Services, handling payments, and maintaining records. The Company will handle personal data in accordance with applicable UK data protection legislation and will take reasonable steps to protect such data against loss, misuse or unauthorised access.
The Customer has certain rights in relation to their personal data, including the right to access and request correction of inaccurate information. Further details may be provided separately by the Company.
16. Amendments to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice or the nature of the Services offered. The version of the Terms and Conditions that applies to an Agreement will be the version in force at the time the booking is confirmed, unless changes are required by law or are agreed in writing between the parties.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Services, or the Agreement between the Customer and the Company.
18. Severability
If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision or part-provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written or verbal booking confirmation and any agreed variations, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.
By proceeding with a booking or allowing the Services to commence, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
