Gants Hill Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of carpet cleaning and related services by Gants Hill Carpet Cleaners (“we”, “us”, “our”) to the customer (“you”, “your”). By making a booking, confirming an appointment, or allowing our technicians to commence work, you agree to be bound by these terms. They are intended to set out clear expectations about the carpet cleaning service, the scope of work, payment arrangements, cancellations, liability, waste handling, and the law that applies to this agreement. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
We provide domestic and commercial cleaning services, which may include carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and other fabric-care services agreed in advance. These terms apply equally whether the service is booked for a single room, a whole property, or multiple items. References to Gants Hill carpet cleaners in these terms are for convenience and should be read as referring to our business generally, including our cleaners, operatives, and any subcontractors we may lawfully engage to carry out the work.
No statement, quote, or written estimate will form part of these terms unless we expressly confirm in writing that it does. Where there is any inconsistency between a quotation and these terms, the quotation will apply only to the extent that we have specifically agreed to depart from these terms. Unless otherwise stated, all services are provided on a reasonable endeavours basis, using professional judgement to select suitable cleaning methods and products for the item or area being treated.
Booking process begins when you provide us with the information needed to assess the work, including the items to be cleaned, approximate sizes or room counts, visible soiling, access conditions, and any special requirements. A booking may be made by telephone, email, online form, messaging platform, or any other method we accept from time to time. We may ask for photographs, measurements, or additional information before confirming availability or price. Your booking is only confirmed when we issue acceptance, which may be verbal or written, and where required, when any deposit or advance payment has been received.
When you place a booking, you must ensure that the details you provide are accurate and complete. If the information supplied is misleading, incomplete, or materially changes before the appointment, we may revise the price, adjust the expected duration, decline to proceed with part of the work, or cancel the booking. You are responsible for ensuring that someone aged 18 or over is present at the property or has given authority for access, unless we have agreed in advance to unattended access. You must also make sure that the areas to be cleaned are reasonably clear, safe, and suitable for the service requested.
Bookings are made subject to technician availability and may be affected by weather, traffic, equipment issues, or other factors beyond our control. We will make reasonable efforts to attend at the agreed time, but any estimated arrival time is only an estimate and not a fixed guarantee. 
If the job requires parking permissions, lift access, or entry arrangements, you are responsible for making those arrangements unless we have expressly agreed to do so. Where access is delayed or prevented, we may charge for waiting time or treat the appointment as a late cancellation in accordance with these terms.
Payments must be made in the manner and at the time agreed at booking or on completion of the service. Unless we agree otherwise, payment is due immediately after the work is completed and before our team leaves the site. We may accept cash, bank transfer, card payment, or another method notified to you in advance. Any deposit requested to secure a booking is non-refundable except where we cancel the service without lawful cause or where mandatory consumer law requires a refund.
All prices are, unless stated otherwise, inclusive of standard labour and the products normally required for the agreed service, but may exclude parking fees, congestion charges, specialist stain treatment, additional travel, disposal costs, or any extra work arising after our initial quotation. If we discover that the condition of the items requires more work than reasonably expected, we may discuss an adjusted price with you before continuing. If you decline the revised price, you may cancel the additional work, though you remain responsible for the cost of any work already completed.
Invoices not paid immediately may be subject to reasonable administrative charges and statutory interest where permitted by law. We may suspend or refuse future services if any payment remains outstanding. Where a card payment is reversed, a bank transfer fails, or a cheque is dishonoured, you will remain liable for the full amount due, together with any costs reasonably incurred in recovering the debt. Any discounts, vouchers, or promotions apply only in accordance with their specific terms and may be withdrawn at our discretion if misuse is suspected.
Cancellations and rescheduling must be made as soon as possible. If you cancel or reschedule more than 24 hours before the agreed appointment time, we will usually make reasonable efforts to offer a new date without additional charge. If you cancel within 24 hours of the appointment, or if our team arrives and is unable to access the property or carry out the work because of your failure to prepare or be present, we may charge a cancellation fee to cover our costs and lost time. Where a deposit has been taken, it may be applied against those costs.
We may cancel or reschedule a booking where necessary for safety reasons, equipment failure, staff illness, adverse conditions, or any other event outside our control. In such circumstances, we will use reasonable efforts to inform you promptly and offer an alternative appointment. If we have to cancel due to our own operational reasons, we will not charge you for the cancelled appointment and will refund any advance payment relating to work not performed. We will not be liable for any indirect loss resulting from a rescheduled or cancelled appointment, except where such exclusion is not permitted by law.
If you request a postponement, we may treat the new date as a fresh booking depending on availability and seasonal demand. Repeated changes to the schedule may result in revised pricing or the need for a new deposit. If a cancellation occurs after our team has already commenced travel or site preparation, we may charge a reasonable attendance fee. This applies equally to carpet cleaners in Gants Hill and to any service delivered elsewhere under the same booking system.
Service standards, condition of items, and limitations of liability are important to understand. We will use reasonable skill and care in carrying out the service, and we aim to achieve the best practical cleaning result consistent with the material, age, prior condition, and construction of the item being cleaned. However, carpet and fabric cleaning is not an exact science. We cannot guarantee complete removal of all stains, odours, wear patterns, shading, colour loss, old residues, or damage caused by prior misuse, previous cleaning attempts, or manufacturing defects. Natural fibres, delicate weaves, and aged materials may react unpredictably to moisture or cleaning agents.
You must tell us before the work begins about any known issues, including water damage, dye transfer, loose seams, fragile backing, underlay problems, pet contamination, mould, pre-existing tears, or areas that have been treated by another contractor. Failure to disclose such matters may affect the outcome and may limit our ability to accept responsibility for any resulting damage. Unless we agree otherwise in writing, you are responsible for removing valuable, fragile, or easily damaged items from the work area before we commence. We are not responsible for hidden defects, structural weakness, or damage caused by items that are unstable before cleaning starts.
To the fullest extent permitted by law, we do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we will not be liable for indirect, consequential, or special loss, including loss of profit, loss of business, loss of opportunity, or inconvenience. Where we are found liable for damage to an item, our responsibility will normally be limited to the reasonable cost of repair, replacement, or a refund of the affected part of the service, whichever is lower and appropriate in the circumstances. 
Any claim must be notified to us within a reasonable time after the issue is discovered, with photographs and supporting details where possible, so that we may inspect and assess the matter.
Waste regulations, detergents, and environmental handling apply to everything we do. We aim to operate in a manner consistent with UK waste and environmental law, including the responsible handling of wastewater, used cloths, extracted debris, packaging, and any contaminated materials arising during the service. Where practicable, we will minimise waste and use cleaning agents that are suitable for the task and used in accordance with manufacturer instructions. You agree not to ask us to dispose of materials in a way that would breach applicable regulations.
Where extraction results in wastewater or removed debris that must be collected, contained, or disposed of, we will do so using our normal professional procedures. If the service involves the removal of items or waste that are classed as controlled, hazardous, or specialist waste, you must notify us in advance. We may refuse to remove or transport any item if doing so would create a legal or safety risk, require additional licensing, or exceed the scope of the agreed service. Any extra disposal charges will be advised where possible before the work proceeds.
You are responsible for ensuring that the property provides safe access to drainage, water, and electrical supply where needed for the service. We may refuse to use outlets, appliances, or facilities that appear unsafe, defective, or non-compliant. Cleaning products remain our property until applied during the service, and you must not interfere with their use unless you have expressly requested a particular product and we have agreed it is suitable. We may also bring or remove protective coverings, pads, and other materials used in the course of the work, and these may remain our property unless we agree otherwise.
Customer responsibilities include ensuring that the premises are ready for cleaning, that pets are secured, that occupants are informed, and that the work area is free from obstacles where possible. You should safeguard valuables, electronics, documents, jewellery, ornaments, and other fragile items before the appointment. We are not responsible for items left in the working area unless loss or damage is caused by our negligence. If we have to move furniture, this will be done only where it is reasonably safe to do so and may be subject to limitations based on size, weight, design, or floor covering condition.
You must ensure that the information you provide does not infringe the rights of any third party and that you have authority to request the service for the relevant property or items. If the property is rented, managed, or shared, you should obtain any necessary permissions before booking. Where a third party instructs us on your behalf, we may rely on those instructions as if they came from you, unless we have reason to believe they are unauthorised. Any disputes between you and a landlord, tenant, manager, or occupier are matters between those parties and do not affect our right to payment for work properly performed.
We reserve the right to refuse or discontinue a service if we reasonably believe that it would be unsafe, unlawful, abusive, or outside the scope of what was agreed. This includes circumstances where the property presents a serious health and safety risk, where access is restricted in a way that prevents efficient completion, or where the customer’s conduct makes completion unreasonable. If work is stopped for such reasons, we may charge for the portion already completed and for any reasonable costs incurred before departure.
Complaints and queries should be raised promptly so that we can review the matter and, where appropriate, inspect the area or item in question. While these terms do not create a separate complaint procedure, we encourage you to report any concerns within a reasonable time after the service has been completed. Where a genuine issue is identified and we are responsible for it, we may offer a remedial visit, a partial refund, or another fair solution at our discretion, provided that a practical remedy remains available.
Any remedial visit will usually be limited to the original work scope and will not cover new damage, later contamination, or additional treatment not included in the booking. If an item has since been used, moved, re-cleaned, or altered, we may be unable to verify the original issue and may decline further action. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.
Governing law and jurisdiction: These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that if you are a consumer resident elsewhere in the United Kingdom, you may benefit from mandatory protections and rights under the law applicable in your part of the UK, and any non-excludable rights will remain unaffected. By using our services, you acknowledge that this agreement forms the entire understanding between us in relation to the booking, unless varied in writing by an authorised representative of the business.
