Holloway Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Holloway Carpet Cleaners provides domestic and commercial carpet cleaning services, upholstery cleaning, stain treatment, and related floor-care services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before arranging any service. These terms are designed to create a clear, fair, and practical agreement between the customer and the provider, covering the booking process, payments, cancellations, liability, waste handling, and governing law. In these terms, references to we, us, and our mean Holloway Carpet Cleaners, while references to you and your mean the customer or person placing the booking.
These terms apply to all carpet cleaning services supplied by us, whether booked online, by phone, by email, or through any other written or verbal arrangement. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. Nothing in these terms is intended to limit any rights you may have under applicable consumer law in the United Kingdom. However, our service conditions also reflect the practical realities of professional carpet cleaning, including the need for access, preparation, drying times, and appropriate aftercare.
We may update these terms from time to time. The version in force at the date of your booking will apply to that booking unless we expressly agree otherwise in writing. It is your responsibility to review any changes before confirming future appointments. For the avoidance of doubt, these terms are intended for general service use and do not form part of any guide, tutorial, or instructional content.
1. Booking Process
Bookings for Holloway carpet cleaning services are accepted subject to availability and confirmation by us. A booking request does not become a confirmed appointment until we have acknowledged it and agreed the service date, approximate arrival window, and scope of work. We may ask for information about the rooms, fibres, fabric types, known stains, access conditions, parking restrictions, or any special requirements so that we can provide an accurate service and price estimate.
When placing a booking, you must ensure that all information provided is complete and accurate. If the details you supply are incomplete or incorrect, this may affect our ability to perform the service, the time required on site, or the final charge. In particular, the condition of carpets, the existence of pre-existing damage, and the presence of delicate materials should be disclosed before attendance. We reserve the right to decline or reschedule a booking where the property conditions are unsuitable or where the requested work falls outside our service capability.
It is your responsibility to provide access to the property at the agreed time. If keys, entry codes, concierge arrangements, or other access methods are required, these must be arranged in advance. If we cannot gain access within a reasonable period, the appointment may be treated as a late cancellation or missed visit. Where a service requires moving furniture, the customer must let us know in advance which items can be moved and whether any heavy, fragile, or valuable items should remain untouched. We will take reasonable care, but the customer remains responsible for securing personal belongings, valuables, and breakables prior to cleaning.
2. Service Scope and Customer Responsibilities
Our carpet cleaning terms cover the specific cleaning tasks agreed at the time of booking. Unless otherwise stated, the service may include inspection, vacuum preparation, stain assessment, hot water extraction, low-moisture treatment, spot cleaning, deodorising, or other suitable methods chosen by us depending on the fabric and condition. We aim to use appropriate professional techniques, but some stains, odours, wear marks, shading, or fibre damage may not be fully removable. Cleaning outcomes can vary according to carpet age, material, previous cleaning history, and the nature of any contamination.
You must ensure the area is reasonably prepared before our arrival. This includes removing small items, ornaments, toys, electrical leads, and other obstacles from the floor. Carpets should be accessible and, where possible, vacuumed before treatment unless we agree to do this as part of the job. If there are pets, children, vulnerable individuals, or health conditions that may be affected by cleaning products, drying times, or equipment noise, you should notify us in advance so that suitable precautions can be taken. We may ask that pets be kept away from the working area for their safety and to avoid interference with the cleaning process.
We do not ordinarily move furniture such as beds, wardrobes, pianos, large cabinets, or fitted items. If lighter furniture is moved as a courtesy, this is done at your risk and only where it can be done safely. Any item that is unstable, damaged, overly heavy, or likely to cause harm may be left in place. You are also responsible for advising us of any alarm systems, restricted access points, or building rules that could affect attendance. If the service cannot be completed because the area was not suitably prepared, additional charges or a rescheduling fee may apply.
3. Prices and Payment
Prices for Holloway Carpet Cleaners are usually based on the type and number of rooms, the size of the area, the level of soiling, the materials involved, and any additional treatments requested. Any estimate provided before attendance is given in good faith but may be revised if the actual conditions differ from those described at the time of booking. Additional charges may arise where there is excessive staining, urgent attendance, difficult access, parking issues, the need for specialist treatment, or extra time caused by incomplete preparation.
Unless otherwise stated, payment is due immediately upon completion of the service. We may accept payment by card, bank transfer, cash, or other agreed methods. If payment is taken in advance or as a deposit, this will be made clear at the time of booking. Any deposit may be non-refundable in the event of a late cancellation or non-attendance, except where consumer law requires otherwise. You must ensure that funds are available and that any card or payment details supplied are valid and authorised for use.
Where a payment is declined, reversed, or not received, you agree to settle the outstanding amount promptly. We may charge reasonable costs incurred in recovering unpaid sums, including administrative fees and lawful interest where permitted. If a dispute arises about an invoice, you must notify us as soon as reasonably practicable and provide relevant details. You may not withhold payment for undisputed elements of the service simply because there is a concern about another part of the booking. Any agreed discount, promotion, or special price applies only to the precise service described and may not be combined with other offers unless stated in writing.
4. Cancellations, Rescheduling, and Missed Appointments
We understand that plans can change, and we aim to be reasonable where a customer needs to cancel or rearrange a carpet cleaning appointment. However, cancellations and amendments can create lost time and expense, especially where staff, vehicles, equipment, and materials have already been allocated. If you need to cancel or reschedule, please give us as much notice as possible. The amount of notice required may depend on the type and size of the job, and we may apply a cancellation charge where notice is short or where the appointment slot cannot reasonably be reallocated.
If you cancel with sufficient notice, any deposit may be retained only to the extent necessary to cover administrative or reserved booking costs, unless otherwise agreed or unless consumer law provides a different remedy. If you are not available at the agreed time and we cannot proceed after a reasonable waiting period, the visit may be treated as a missed appointment, and the full call-out or service charge may become payable. We may also reschedule where conditions on arrival are unsuitable, for example due to unsafe access, blocked work areas, lack of water or power where needed, or a failure to provide the required information in advance.
If we need to cancel or reschedule due to unforeseen circumstances, equipment failure, staff illness, severe weather, or other events beyond our reasonable control, we will seek to offer an alternative appointment as soon as practical. We will not be responsible for indirect losses arising from a cancellation or delay, provided we have acted reasonably and in good faith. This does not affect any rights you may have under law in relation to services that are not provided with reasonable care and skill.
5. Liability and Limits of Responsibility
We take reasonable care to deliver professional carpet cleaning services in the UK, but liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not responsible for losses that are indirect, consequential, or purely economic, including loss of profit, loss of business, or loss of opportunity.
Our liability for damage to property will be assessed on a case-by-case basis and will not exceed the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We will not be liable for pre-existing damage, hidden defects, deterioration caused by age or wear, colour loss resulting from unstable dyes, or adverse reactions where the fabric or carpet was unsuitable for the chosen treatment. It is your responsibility to disclose any known risks, and where necessary to request a small test area before full treatment.
Although we use appropriate methods and products, some carpets may be more sensitive than they appear. Natural fibres, handmade rugs, antique carpets, lightly dyed materials, and items with prior water damage may react unpredictably to moisture, agitation, or cleaning agents. We are not responsible for outcomes that arise because a customer withheld important information or asked us to proceed despite warnings. Any claim should be raised promptly and supported with photographs, a description of the issue, and reasonable access for inspection. If we are at fault, our preferred remedy will normally be re-cleaning, repair where feasible, or a fair refund of the affected element, at our discretion and in line with legal obligations.
6. Waste, Water, and Environmental Compliance
As a professional carpet cleaning company, we handle wastewater, cleaning residues, and removed debris in accordance with applicable UK waste regulations and environmental obligations. We will dispose of waste responsibly and will not knowingly discharge substances in a manner that would breach environmental law, local disposal rules, or water authority requirements. Where our work produces dirty water, extracted residues, disposable materials, or packaging waste, we will manage these in a lawful and practical way consistent with our business operations.
Customers must not ask us to dispose of household waste, hazardous materials, needles, chemicals, asbestos-related materials, or any substance that is dangerous, restricted, or outside the agreed service scope. If such materials are discovered during the service, we may stop work in the affected area and ask for further instructions or specialist intervention. Any item that appears contaminated, unsafe, or unfit for normal handling may be left untouched. The customer is responsible for informing us in advance of any contamination risk, including bodily fluids, damp-related mould, pest infestation, or chemical spills. Additional charges may apply where specialist containment, protective equipment, or extended cleaning procedures are required by law or by the nature of the contamination.
We may also request that you provide suitable access to water, drainage, and electricity where required for the agreed service. If environmental conditions, property layout, or drainage arrangements make lawful and safe waste handling impractical, we may decline to proceed or may adapt the service method. Any cleaning chemicals used will be selected with reasonable care, but you remain responsible for ensuring that the property environment is appropriate for their use. Please note that waste disposal obligations may vary depending on the material involved, and we will always aim to act in accordance with the relevant UK standards applicable at the time of service.
7. Complaints, Disputes, and General Terms
If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that we can review the matter. The sooner an issue is raised, the easier it is to inspect the carpet, verify the conditions, and consider whether a remedy is appropriate. Any complaint should include clear details of the concern and, where possible, supporting photographs. We may ask to revisit the property to assess the issue before deciding on any corrective action. A complaint does not automatically entitle you to a refund, especially where the result is consistent with the nature of the fibres, the pre-existing condition of the carpet, or the limitations of cleaning technology.
We may assign or subcontract part of the service where necessary, provided that the service remains consistent with these terms. You may not assign your booking to another person without our consent. If any part of these terms is invalid or unenforceable, the rest will continue to apply. No failure by us to enforce a term immediately will be treated as a waiver of that term. Any variation to these terms must be agreed in writing. These terms form the entire agreement between you and us regarding the service, subject to any mandatory rights under consumer protection law.
These service terms and conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable law requires otherwise. By proceeding with a booking for Holloway Carpet Cleaners, you confirm that you have read, understood, and accepted these terms as part of the service arrangement.
