The Hyde Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which The Hyde Carpet Cleaners provides carpet cleaning services to domestic and commercial customers. By making a booking, the customer agrees to these terms, which are designed to make the service clear, fair and straightforward for both parties. They apply to standard carpet cleaning, stain treatment, deodorising, and any related pre-agreed services arranged as part of a carpet cleaning appointment. For the purposes of this document, references to the company, we, us and our mean The Hyde Carpet Cleaners, and references to you or the customer mean the person, business, landlord, tenant or authorised representative making the booking. These terms should be read carefully before confirming any service.

All appointments are subject to availability and are accepted only when we have confirmed the booking. We reserve the right to decline any request where the service required is outside our operational scope, where access is not suitable, or where the condition of the property makes safe performance of the work impractical. Any estimate or quotation provided before attendance is based on the information available at the time and may be revised if the actual conditions differ materially from those described at the point of booking.

By proceeding with a booking for a carpet cleaning service, the customer acknowledges that cleaning outcomes can vary depending on carpet type, age, fibre content, previous treatment, staining, wear, and environmental factors. We will always act with reasonable care and skill, but no cleaning method can guarantee complete removal of every stain or mark. Any statement about expected results should be understood as an honest assessment rather than a promise of a specific finish.

1. Booking Process

How bookings are made

Bookings for carpet cleaners in The Hyde are generally made after the customer provides relevant details about the property and the areas to be cleaned. This may include the number of rooms, approximate carpet condition, type of fibre if known, access restrictions, parking considerations, and whether any special treatments are required. The purpose of this information is to help us allocate the appropriate time, equipment and cleaning products. If the customer provides incomplete or inaccurate information, we may need to amend the booking, revise the quotation, or decline to carry out part or all of the work on arrival.

Once the details have been reviewed, we may provide an estimate or a fixed price. An estimate is an indication only and may change if the actual work differs from the description provided. A fixed price remains subject to any additional work requested by the customer or reasonably required to complete the service safely and properly. The booking becomes confirmed when we have accepted the request and, where applicable, received any required deposit or advance payment.

It is the customer’s responsibility to ensure that the property is ready for cleaning at the agreed time. This includes clearing small movable items, removing fragile items from the work area, securing pets, and ensuring that electricity and water are available where needed. If the carpets are heavily soiled, wet, contaminated or affected by hazards such as mould, bodily fluids, pests or excessive damp, we may refuse to clean them until the issue has been addressed. This applies equally to any The Hyde carpet cleaners appointment arranged by a tenant, landlord, managing agent or representative acting on behalf of an owner.

2. Payments and Charges

Payment terms

Payment is due in accordance with the price confirmed at booking or the revised price agreed on site if the original scope changes. Unless stated otherwise, payment must be made on completion of the service on the same day. We may accept bank transfer, card payment, cash or other methods agreed in advance. Where an invoice is issued, the payment deadline stated on the invoice will apply. We are not obliged to release any final paperwork, receipts or completion confirmation until outstanding balances are paid in full.

If a deposit is requested to secure a booking, that deposit may be non-refundable where the customer cancels late or fails to provide access as agreed. Any deposit will usually be offset against the final invoice unless otherwise stated. Promotional pricing, discounts, or special offers may be subject to conditions and may be withdrawn without notice where misuse is suspected or where the booking no longer meets the eligibility criteria.

Additional charges may apply where the job takes materially longer than expected because of factors not disclosed in advance, including severe soiling, extra stain treatment, unscheduled upholstery items, restricted parking, multiple levels without reasonable access, or the need to return on another day due to customer delay. Where possible, we will explain any likely extra charge before proceeding. If the customer chooses not to approve additional work, we may complete only the agreed service and charge the original price where it is reasonable to do so.

Late payment may result in recovery action and the customer may be liable for reasonable costs incurred in collecting the debt, subject to applicable law. Nothing in these terms affects any rights that cannot be excluded under UK consumer law. For business customers, payment terms may be subject to separate credit arrangements approved in writing.

3. Cancellations, Rescheduling and Missed Appointments

Customer cancellations

The customer may cancel or reschedule a booking by giving reasonable notice. The closer the cancellation is to the appointment time, the more likely it is that a cancellation charge will apply. Where a cancellation prevents us from allocating the time to another customer, we may charge an amount that reflects our lost time and any non-recoverable costs, provided that charge is fair and proportionate. If a deposit was taken, it may be retained in full or in part where justified by the timing and circumstances of the cancellation.

If we arrive and cannot gain access, if the property is unprepared, if the customer is absent without agreement, or if essential facilities are unavailable, the visit may be treated as a missed appointment. In such cases, a call-out or wasted journey charge may apply. The charge may also apply where health and safety concerns prevent the work from being carried out, for example where there are exposed hazards, aggressive animals, or conditions that make the area unsafe for cleaning.

We may reschedule or cancel a booking where unforeseen circumstances arise, including equipment failure, staff illness, severe weather, road disruption, or issues that make it impossible to complete the service properly. If we do so, we will aim to offer a new appointment as soon as reasonably possible. Our liability for cancellation caused by events outside our control will be limited to the return of any prepayment for the affected service, unless a different remedy is required by law.

Where a customer needs to alter an appointment, reasonable notice helps us to manage the diary fairly. Repeat late cancellations or repeated failure to provide access may result in refusal of future bookings. These rules help us deliver reliable Hyde carpet cleaning services while keeping scheduling fair for all customers.

4. Service Standards and Liability

Our responsibility and limits

We will provide our services with reasonable care and skill and in line with generally accepted standards for professional carpet cleaning. However, the customer accepts that some carpets are delicate, previously damaged, or prone to changes in texture or appearance after cleaning. Natural fibres, aged textiles, loose dyes, pre-existing wear, pile distortion, shrinkage, colour loss, odours embedded deep in backing materials, and residual marks from previous cleaning attempts may not be fully correctable. We are not liable for defects, weakness or deterioration that existed before we started work.

Where we use cleaning agents, machinery or spot treatments, we will select products that are reasonably suitable for the material and the task as described. The customer must tell us in advance about any known sensitivities, special carpet treatments, water restrictions, underfloor heating, recent repairs, or areas that should not be cleaned. If the customer withholds important information, we are not liable for avoidable damage caused by that omission. Likewise, we are not responsible for damage caused by items left on the carpet, hidden objects, unsecured furniture, or weak fittings that move during cleaning.

Our liability for loss or damage arising from our negligence is limited to the amount paid for the specific service concerned, except where the law says otherwise. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be excluded. We are not liable for indirect or consequential loss such as loss of earnings, loss of profit, business interruption, or emotional distress, except where such liability cannot lawfully be excluded.

If a customer believes damage has occurred, it must be reported as soon as reasonably possible and before the area is altered, re-cleaned, repaired or dried in a way that prevents inspection. We may ask for photographs, purchase information, fibre details or access to inspect the relevant area. Failure to allow a fair inspection may affect any claim. These terms apply to every carpet cleaning in The Hyde job, whether in a home, rental property or business premises.

5. Waste Regulations and Environmental Handling

Waste, disposal and prohibited materials

Our cleaning activities may create wastewater, extracted debris, removed residues, packaging waste or contaminated materials. We will handle such waste in a lawful and responsible manner, and we expect customers to cooperate with safe disposal arrangements. Any waste collected as part of the service remains subject to appropriate handling under applicable UK waste regulations. We may take away small amounts of cleaning residue or packaging where appropriate, but we are not a general waste removal service unless this has been expressly agreed.

The customer must not ask us to clean carpets contaminated with hazardous substances unless this has been fully disclosed and specifically accepted by us in writing. Hazardous substances may include asbestos, fuel, chemicals, sharps, sewage, medical waste, bodily fluids in significant quantity, infestation waste, or any material regulated by special disposal requirements. If such materials are discovered on site, we may stop work immediately and charge for time spent to date. Where necessary, the customer is responsible for engaging a specialist contractor.

Any waste water or removed residues produced during cleaning must be allowed to drain, dry or be collected in accordance with the property’s facilities and local rules. The customer must ensure that our equipment can be connected or operated safely, and must not direct us to dispose of waste in a way that would breach environmental, building, leasehold or landlord requirements. If the property has special restrictions relating to drainage, shared areas, or protected surfaces, those restrictions must be explained before work begins.

6. Customer Obligations and Access

The customer agrees to provide safe and reasonable access to the property and to the areas to be cleaned. This includes suitable parking or loading arrangements where needed, access to water and electricity, and any keys, codes or instructions required for entry. If the customer fails to provide access, or if the property is not available at the agreed time, we may charge for the wasted appointment. We are entitled to leave the site if we believe conditions are unsafe, unlawful, or unsuitable for proper work.

The customer must remove valuables, ornaments, low-hanging items and anything that could be damaged by movement, moisture or cleaning tools. Although we will take reasonable care, we cannot be responsible for items left in vulnerable positions. The customer should also advise us of pets, allergies, mobility limitations, or any relevant occupancy issues before the appointment begins. If children are present, a responsible adult must supervise them throughout the service. These obligations are important for both safety and the quality of the carpet cleaners service.

If the customer asks us to move furniture, we may do so only where it is reasonable, safe and agreed in advance. Heavy, fragile, antique or electronically connected items may be excluded. We are not responsible for damage to furniture or flooring caused by pre-existing instability, hidden weakness, improper assembly or unsuitable placement. Any item moved during cleaning may be returned to a position that is practical rather than identical to the original location if circumstances require.

7. Complaints, Changes and Governing Law

General legal provisions

If the customer is unhappy with any aspect of the service, they should raise the issue promptly so it can be reviewed while the relevant details are still available. We may ask for reasonable evidence and may offer a re-attendance, partial refund or another appropriate remedy where justified. Any remedy will depend on the nature of the issue and whether the customer has allowed us a proper opportunity to inspect or correct the matter. Nothing in this clause affects statutory rights under consumer legislation.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless a change in law requires immediate amendment. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No delay by us in enforcing a right shall count as a waiver of that right.

These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise. By booking The Hyde Carpet Cleaners, the customer confirms that they have read, understood and agreed to these terms and that they have authority to arrange the service on the relevant property.