The Hyde Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which The Hyde Carpet Cleaners provides professional carpet, upholstery and related cleaning services within its operating areas in the United Kingdom. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these terms, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual or business who books or receives services from The Hyde Carpet Cleaners.
Company, we, us or our means The Hyde Carpet Cleaners and any authorised employees, contractors, or agents acting on its behalf.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor, stain treatment, end of tenancy or other cleaning services provided by the Company.
Premises means the property, building, or location where the Services are to be carried out.
Agreement means the contract formed between the Customer and the Company comprising these Terms and Conditions and the confirmed booking details.
2. Service Area
The Hyde Carpet Cleaners operates within designated service areas in the United Kingdom. Availability of Services may vary depending on your specific location, and we reserve the right to decline or amend bookings that fall outside our usual service coverage or that are not commercially feasible to attend.
Any reference to travel or call-out charges in quotations will reflect the distance from our operating bases to the Premises and may be adjusted if the Premises location is amended after booking.
3. Booking Process
3.1 Bookings may be made through our website contact forms or other communication channels made available by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information, including but not limited to property type, size, access details, parking availability, and the condition of items or areas to be cleaned. This information is used to estimate the duration, price, and resources required.
3.3 Any quotation given prior to on-site inspection is an estimate only, based on the information supplied by the Customer. The Company reserves the right to revise the quotation upon arrival at the Premises if the information provided was incomplete, inaccurate, or if the condition, size, or access differs materially from what was described.
3.4 A booking is not confirmed until the Customer has received a clear confirmation from the Company specifying the date, approximate time window, nature of the Services, and any agreed pricing or minimum charge. Confirmation may be provided verbally or in writing, at the Companys discretion.
3.5 The Customer is responsible for ensuring access to the Premises at the agreed time. If our operatives are unable to gain access, or if the Customer is not present where required, this may be treated as a late cancellation and charges may apply as set out below.
4. Pricing and Quotations
4.1 All prices are quoted in pounds sterling unless otherwise indicated. The Company reserves the right to change its price lists from time to time, but any agreed price for a confirmed booking will not be changed except as permitted in these Terms and Conditions.
4.2 Quotations are generally based on standard room sizes and average levels of soiling. Heavily soiled carpets, extensive staining, pet contamination, infestation, or additional items not originally declared may incur supplementary charges, which will be communicated to the Customer before work proceeds.
4.3 Minimum call-out charges may apply. Where a minimum charge is applicable, this will be communicated during the booking process.
4.4 Any additional services requested on site that were not part of the original quotation will be subject to extra charges. The Customer will be informed of the additional cost before those services are undertaken.
5. Payments and Invoicing
5.1 Unless otherwise agreed, payment is due in full immediately upon completion of the Services at the Premises.
5.2 The Company may at its discretion require a deposit or full prepayment to secure certain bookings, particularly for larger jobs, end of tenancy cleaning, commercial work, or bookings during peak periods.
5.3 The Company accepts the payment methods notified to the Customer at the time of booking or on completion. The Customer must ensure that they have the means to make payment on the day of service.
5.4 For commercial customers or where credit terms have been expressly agreed in writing, invoices are payable within the payment period specified on the invoice. If no period is specified, payment is due within 14 days of the invoice date.
5.5 The Company reserves the right to charge interest and reasonable administrative fees on overdue invoices, in accordance with applicable UK legislation on late payment of commercial debts.
5.6 The Customer is responsible for all bank charges, transfer fees, or other costs associated with making payment.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or request to reschedule a booking by giving reasonable notice. Because our schedule and travel planning are organised in advance, the following rules generally apply unless otherwise agreed:
a. Cancellations or rescheduling made more than 48 hours before the scheduled start time will normally incur no charge.
b. Cancellations or rescheduling made between 24 and 48 hours before the scheduled start time may incur a charge of up to 50 percent of the quoted service price, at the Companys discretion.
c. Cancellations, rescheduling, or failure to provide access made less than 24 hours before the scheduled start time may be charged at up to 100 percent of the quoted service price.
6.2 If our operatives attend the Premises and are unable to gain access, are denied entry, or are unable to proceed due to circumstances within the Customers control, this may be treated as a late cancellation and charges may apply.
6.3 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or other operational issues. In such cases, the Company will seek to provide as much notice as reasonably possible and will offer an alternative appointment. The Company will not be liable for any indirect loss arising from such changes.
6.4 If a deposit or prepayment has been taken and the Customer cancels within a chargeable period, the Company may retain all or part of the amount received in order to cover its reasonable costs.
7. Customer Responsibilities
7.1 The Customer must provide safe and reasonable access to the Premises, including suitable parking or loading space for our vehicle, where applicable. Any parking fees or permits required for lawful parking near the Premises are the responsibility of the Customer and may be added to the final invoice.
7.2 The Customer must ensure that the Premises are safe and suitable for cleaning work, including the provision of electricity and water where reasonably required for the Services.
7.3 The Customer must inform the Company of any known defects, risks, or sensitivities, including but not limited to:
a. Loose carpet fittings, damaged flooring, or unstable furniture.
b. Pre-existing stains, odours, or damage.
c. Delicate fabrics, dyes, or materials that may be adversely affected by cleaning solutions or methods.
d. Any areas where cleaning should not be attempted.
7.4 The Customer must remove small items, valuables, fragile objects, and personal belongings from the areas to be cleaned before our operatives arrive. The Company will not be responsible for moving heavy or fragile furniture unless agreed and where it can be done safely.
7.5 The Customer is advised to keep children and pets away from the work area during and immediately after cleaning, particularly while carpets or upholstery remain damp and cleaning solutions may still be active.
8. Provision of Services and Limitations
8.1 The Company will perform the Services with reasonable care and skill, using methods and products that are appropriate for the items and surfaces being cleaned, based on the information made available.
8.2 While every effort is made to achieve the best possible cleaning outcome, the Company does not guarantee that all stains, marks, odours, or soiling will be completely removed. The success of stain removal can depend on factors outside our control, such as the age, type, and cause of the stain, prior treatments applied, and the nature of the fibres or fabrics.
8.3 Drying times for carpets and upholstery will vary depending on ventilation, temperature, pile thickness, humidity, and other environmental conditions. Any estimates provided are approximations only.
8.4 The Customer acknowledges that certain cleaning processes may reveal pre-existing damage, discolouration, wear, or shading that was not visible before cleaning. The Company will not be liable for such pre-existing conditions.
8.5 The Company reserves the right to refuse or discontinue Services if it considers that the Premises or any part of it is unsafe, if materials are unsuitable for the requested cleaning, or if access is unreasonable. Where possible, an explanation will be provided.
9. Waste Handling and Environmental Compliance
9.1 The Hyde Carpet Cleaners is committed to operating in accordance with applicable UK waste management and environmental regulations.
9.2 Any waste arising as a direct result of our Services will be handled in a lawful and responsible manner. This may include the collection and disposal of used consumables, filters, or other waste generated by our cleaning processes.
9.3 The Customer is responsible for the proper disposal of any domestic or commercial waste present at the Premises that is not generated by our Services. The Company does not operate as a general waste removal business and will not remove items such as general rubbish, large bulky items, or hazardous materials unless this has been specifically agreed and is compliant with relevant regulations.
9.4 The Customer must inform the Company in advance if any area to be cleaned has been exposed to hazardous or regulated substances, including but not limited to bodily fluids, chemicals, asbestos, or other contaminants. The Company reserves the right to refuse service or to modify the service plan for health and safety reasons.
9.5 Any cleaning solutions, chemicals, or equipment used by the Company will be applied and handled in accordance with manufacturer instructions and relevant safety guidelines. Safety data sheets are available on request for products used in the course of our work.
10. Liability and Insurance
10.1 The Company maintains appropriate liability insurance for its operations. Details of cover can be provided upon request.
10.2 The Company will not be liable for any loss or damage unless it is caused by our negligence, breach of statutory duty, or breach of these Terms and Conditions.
10.3 The Companys total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Services giving rise to the claim, except where such limitation is not permitted by law.
10.4 The Company shall not be liable for:
a. Any indirect, consequential, or economic losses, including loss of profit, revenue, opportunity, or reputation.
b. Damage to items or areas where the Customer has failed to disclose known risks or has misrepresented their condition.
c. Damage resulting from wear and tear, inherent defects, sun damage, colour loss, shrinkage, or loose fittings.
d. Any deterioration or damage that results from the Customers failure to follow aftercare advice or from re-soiling during the drying period.
10.5 The Customer must notify the Company of any alleged damage or dissatisfaction with the Services as soon as reasonably possible, and in any event within 48 hours of completion of the work. The Company reserves the right to inspect the issue and, where appropriate, to attempt to rectify the problem before any further remedies are considered.
11. Complaints and Service Issues
11.1 The Company aims to provide high-quality services and takes all complaints seriously. If the Customer is unhappy with any aspect of the Services, they should contact the Company promptly with full details.
11.2 Where a complaint is made within a reasonable time, the Company may, at its discretion, return to the Premises to assess and, where possible, rectify the issue without additional charge.
11.3 Complaints will not be considered where the Customer has failed to provide reasonable access for inspection, has attempted to carry out further cleaning themselves, or has engaged a third party to address the same issue before the Company has had an opportunity to investigate.
12. Privacy and Data Protection
12.1 The Company collects and processes personal data only to the extent necessary to manage bookings, provide Services, process payments, and handle enquiries or complaints.
12.2 The Company will handle personal information in accordance with applicable UK data protection laws. Customer details will not be sold to third parties and will only be shared where required for the provision of Services, for legal reasons, or with the Customers consent.
13. Amendments to these Terms
13.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or when otherwise communicated to the Customer.
13.2 For confirmed bookings, the version of the Terms and Conditions in force at the time of booking will apply, unless a change is required by law or with the Customers express agreement.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by The Hyde Carpet Cleaners, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 or their subject matter.
15. Severability
15.1 If any provision or part-provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision or part-provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
16. Entire Agreement
16.1 These Terms and Conditions, together with any confirmed booking details and agreed written variations, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understandings or arrangements.
By proceeding with a booking or allowing the Services to be carried out at your Premises, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
