Terms and Conditions for Tower Hill Carpet Cleaners
These Terms and Conditions set out the basis on which Tower Hill Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, stain treatment, and related services in the UK. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment. In these Terms and Conditions, references to “we”, “us”, and “our” mean Tower Hill Carpet Cleaners, and references to “you” and “your” mean the customer who places the booking or receives the service.
These terms apply to all work carried out by our team, whether the service is booked online, by telephone, by email, or through any other written or verbal arrangement. They are intended to create a clear understanding of the booking process, payment obligations, cancellation rights, liability limits, and waste handling responsibilities. Nothing in these terms affects your statutory rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply.
Booking and quotation process begins when you request a service and provide the details we need to assess the work. This may include the type and number of rooms, the condition of the carpet or fabric, access arrangements, parking restrictions, and any specific issues such as pet stains, heavy soiling, or delicate materials. Any price estimate we provide before attendance is based on the information supplied by you. If the actual condition differs from the description given, the final price may change to reflect the additional time, labour, or specialist products required.
All bookings are subject to availability and are only confirmed once we have acknowledged them. A booking is not guaranteed until we have accepted it. We may refuse or cancel a booking where we reasonably believe the job is unsuitable, unsafe, outside our service scope, or likely to breach legal, environmental, or health and safety requirements. You must ensure that the service location is ready for cleaning at the scheduled time, including access to water, electricity, and a safe working area. Failure to provide access may result in a wasted visit charge.
It is your responsibility to tell us in advance about any special circumstances that may affect the service, such as fragile fibres, colour loss, pre-existing damage, mould, infestation, or prior treatments. We are entitled to rely on the information you provide. Where you request a specific cleaning method, product, or outcome, we will consider the request but may decline if it is not suitable for the material or if it would create an unreasonable risk. Our team may also refuse to move items that are excessively heavy, dangerous, or likely to cause damage.
The service schedule may be adjusted due to traffic, weather, staffing, equipment issues, or other matters beyond our reasonable control. If a delay occurs, we will aim to notify you as soon as reasonably possible and provide a revised estimated arrival time. We do not accept liability for indirect loss caused by minor delays, provided we act with reasonable care and skill. However, where we must cancel or significantly reschedule your appointment, we will offer an alternative date or a refund of any advance payment for the cancelled element, unless the cancellation is due to your breach of these terms.
Payments and charges are due in accordance with the price agreed at the time of booking or, where no fixed price was provided, the amount calculated after the service based on the actual work completed. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable. We may request a deposit, card pre-authorisation, or other advance payment to secure the booking. Any deposit may be non-refundable if you cancel after the permitted cancellation period or if you fail to allow us to carry out the work.
You must pay all undisputed charges promptly on completion of the service unless we have agreed a different payment term in writing. We may accept payment by bank transfer, card, cash, or other methods we make available from time to time. If payment is not made when due, we may charge reasonable recovery costs and interest to the extent permitted by law. We reserve the right to suspend future bookings, withhold non-essential follow-up work, or decline further services where an account remains unpaid.
If we identify extra work during the appointment, such as additional stain treatment, specialist equipment use, or cleaning beyond the originally agreed areas, we will explain the reason for any increased charge before continuing where reasonably possible. Where you ask us to proceed, the extra charge will form part of the contract price. Quotations are valid for the period stated in the quotation or, if no validity period is stated, for a reasonable period only and may be withdrawn or amended if the information provided was incomplete or inaccurate.
Cancellation and changes may be made by you, but cancellation charges may apply depending on the notice given. If you wish to cancel or reschedule, you should tell us as soon as possible. Where you cancel with sufficient notice, we may offer a refund of any deposit, less any non-recoverable costs already incurred. If you cancel at short notice, fail to provide access, or are absent at the agreed time, we may charge part or all of the booking fee to cover lost time and administrative costs.
For consumer bookings made at a distance, you may have rights under the Consumer Contracts Regulations 2013, including the right to cancel within 14 days in certain circumstances. However, if you specifically ask us to begin work within the cancellation period, you agree that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work carried out up to the point of cancellation. Where the law gives you mandatory cancellation rights, these terms will be interpreted in line with those rights.
We may cancel or postpone the service if we cannot safely or properly perform the work, if equipment failure prevents completion, if the premises are unsuitable, or if you fail to meet your obligations under these terms. In such cases, we will use reasonable efforts to rearrange the appointment. If we cancel without fault on your part, any advance payment for the cancelled service will be refunded. We are not responsible for additional losses caused by cancellation where those losses are indirect or unforeseeable, or where they arise from events outside our reasonable control.
Service standards and customer responsibilities require co-operation between you and our team. You must remove small or valuable items from the area to be cleaned unless we have agreed otherwise. We may move light furniture where it is safe to do so, but we are not obliged to move items that are fixed, fragile, very heavy, or could cause injury or damage. Please ensure children and pets are supervised and kept away from the work area during the service. We may pause or stop work if conditions are unsafe or if we are unable to work without interference.
Our technicians will take reasonable care to protect flooring, furniture, and surroundings, but certain risks are inherent in cleaning work. For example, carpets may shrink, colours may run, fibres may be weakened, or pre-existing wear may become more visible after cleaning. Natural materials and aged fabrics can react unpredictably to moisture, detergents, or agitation. We do not guarantee the removal of all stains, odours, or marks, especially where they are permanent, have been previously treated, or are caused by structural issues, spills that have set over time, or prior poor maintenance.
When we use spot treatments, deodorising agents, or protective products, their suitability depends on the material and condition of the item being treated. Some areas may require a repeat visit or a different process to improve results, and no outcome can be guaranteed unless expressly stated in writing. Any care advice we give is based on general professional practice and may not cover every circumstance. You remain responsible for following manufacturers’ instructions and for informing us of any relevant warranties, labels, or special handling requirements.
Liability and limitations are set out to balance our duty of care with the practical realities of professional cleaning. We will exercise reasonable skill and care in performing the service, and we are responsible for loss or damage that results directly from our negligence, subject to the limitations in these terms and any rights you have under law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.
To the fullest extent permitted by law, we are not liable for pre-existing damage, hidden defects, normal wear and tear, deterioration caused by age, or issues arising from materials that are unsuitable for cleaning. We are also not responsible for damage caused by incorrect information supplied by you, failure to disclose known risks, or your own acts or omissions. Our liability for any one claim relating to a service will normally be limited to the amount paid or payable for the relevant service, except where the law requires otherwise.
We are not liable for loss of business, loss of profit, loss of opportunity, loss of goodwill, or other indirect or consequential loss. This includes any interruption caused by scheduling changes, access problems, or equipment limitations, except where such loss is a foreseeable result of our breach and is recoverable under law. If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the item or area before any repairs, cleaning, or disposal are undertaken by others.
Waste regulations and environmental responsibilities apply to all waste generated during our operations. We will manage waste in line with applicable UK waste law, including the duty to prevent unlawful disposal, transfer waste only to appropriate persons, and take reasonable steps to minimise environmental impact. This may include the responsible handling of extracted waste water, used cloths, disposable materials, packaging, and any contaminated waste arising from the service. We may retain records where required by law or by our internal compliance procedures.
Where cleaning generates waste that cannot be left in domestic waste streams, or where disposal requires specialist handling, we will determine the appropriate method of disposal and may charge an additional fee if this was not included in the original quotation. You must not ask us to dispose of hazardous, restricted, or improperly packaged materials unless we have expressly agreed in writing and confirmed lawful handling arrangements. If we believe an item or residue presents a hazard, we may refuse to remove or dispose of it until safe and lawful arrangements can be made.
We expect customers to provide accurate information about materials or residues that may be regulated, contaminated, or unsuitable for ordinary waste handling. This includes biohazards, chemical contamination, sharps, or substances requiring special treatment. If such items are discovered during the service and were not disclosed beforehand, we may stop work, leave the area safe where possible, and charge for the time already spent. Any waste left behind after the service remains your responsibility unless we have expressly agreed to remove it.
Complaints, variations, and general terms should be raised promptly so we can try to resolve the matter fairly. If you are dissatisfied, please inform us as soon as possible with a clear explanation of the issue and any supporting details. Where appropriate, we may re-attend to inspect or remedy a problem, provided the issue relates to our workmanship and was reported within a reasonable time. Any goodwill gesture, repair, or re-clean offered by us does not amount to an admission of liability unless we state otherwise in writing.
We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service scope. The version in force at the time of your booking will apply to that booking unless a legal change requires otherwise. No variation to these terms is binding unless agreed by us in writing or clearly confirmed during the booking process. If we choose not to enforce any provision immediately, that does not mean we waive our right to enforce it later.
Governing law and jurisdiction: These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK. If you are a consumer, nothing in this clause affects any mandatory rights or remedies available to you under applicable law.
