Terms and Conditions for Ham Carpet Cleaners

These Terms and Conditions set out the basis on which Ham Carpet Cleaners provides professional carpet, upholstery, and related cleaning services to residential and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery cleaning, stain treatment, deodorising, or other cleaning solution we offer.

These terms are written to be clear, practical, and fair. They explain how bookings are made, when payments are due, what happens if you need to cancel or rearrange, how liability is handled, how waste is managed, and which laws apply to the agreement. In these terms, references to “we,” “us,” “our,” and “Ham Carpet Cleaners” mean the business providing the service, and references to “you,” “your,” and “customer” mean the person or business ordering the work.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No person other than the customer and Ham Carpet Cleaners has any right to enforce these terms unless expressly stated otherwise. These terms apply to all standard and specialist carpet cleaning bookings unless a separate written agreement has been made and signed by both parties.

1. Booking Process

1.1 Requesting a Service

All bookings begin with a request for a quotation or appointment. A booking is not confirmed until we have accepted the request and provided a booking confirmation, whether verbally, by text, by email, or through another written method. The customer is responsible for providing accurate information about the premises, the items to be cleaned, access conditions, parking restrictions, stairs, fragile flooring, and any known issues such as previous water damage, pre-existing staining, or sensitive materials. Inaccurate or incomplete information may affect the price, the method used, or our ability to complete the work safely.

1.2 Survey and Pre-Inspection

Where appropriate, we may carry out a pre-inspection or request photographs before confirming the final price. This allows us to assess the condition of the fibres, soiling level, and likely cleaning method. Although we aim to provide reliable estimates for professional carpet cleaners work, any quotation may be revised on arrival if the actual condition differs materially from the information supplied. If a revised price is not accepted, we reserve the right to decline or stop the service.

We may also refuse a booking if the premises are unsafe, unsuitable, or if the required equipment cannot reasonably be used without risk. This includes but is not limited to severe contamination, infestation, excessive clutter, or conditions that prevent proper access. The customer agrees to ensure that the property is reasonably prepared before the appointment, including moving small or fragile items where necessary, securing pets, and allowing sufficient space for equipment and drying procedures.

2. Service Standards and Customer Responsibilities

We will carry out the cleaning with reasonable care and skill and in line with industry practice. Our aim is to provide a thorough and professional carpet cleaning company service using suitable products and methods based on the material and condition of the items being treated. However, cleaning results depend on many factors, including fibre type, age, wear, prior treatment, and the extent of permanent staining. We do not guarantee complete removal of all marks, odours, or discolouration, particularly where damage is old, embedded, or caused by substances that have altered the fibres.

The customer must inform us before work begins of any known risks, including but not limited to loose seams, weakened backing, colour instability, shrinkage risk, underfloor heating, delicate natural fibres, or areas that have been previously treated with chemicals. If the customer fails to disclose such matters, we will not be responsible for any loss or damage arising from that omission. Customers should also remove cash, valuables, fragile ornaments, and other personal items before we arrive. Where furniture moving is included, only reasonable and safe movement is covered unless otherwise agreed.

Access must be provided at the agreed time. If we are delayed by lack of access, inability to enter, absence of an authorised person, or insufficient preparation by the customer, additional waiting time or a wasted visit charge may apply. The customer is responsible for ensuring that electricity and water supply are available unless the service has been agreed on a dry or specialist basis. We may suspend work if conditions become unsafe or if the customer requests actions that would, in our reasonable opinion, damage the property or the items being cleaned.

3. Payments

3.1 Pricing

Prices may be provided as a fixed quote, a minimum charge, an hourly rate, or a combination of these depending on the nature of the work. Any quote is based on the information available at the time and may change if the scope of work changes, the property layout is different from what was described, or the customer requests additional services such as stain treatment, deodorising, heavy furniture moving, or end-of-tenancy deep cleaning. Any additional charges will be explained where reasonably possible before the work continues.

3.2 Deposits and Payment Methods

We may require a deposit to secure certain appointments, especially for larger jobs, commercial bookings, weekend visits, or discounted promotional slots. Deposits are usually non-refundable except where we cancel the booking or where applicable law requires a refund. Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may accept payment by bank transfer, card, cash, or another agreed method. The customer must ensure sufficient funds and authority to pay.

If payment is not made on time, we may charge reasonable costs associated with recovery, to the extent permitted by law, and may suspend or refuse further services until outstanding sums are paid. Title to any goods or materials supplied remains with us until full payment has been received. For business customers, we may charge statutory interest on late payments in accordance with the relevant legislation. Any promotional discount, voucher, or offer may be withdrawn if the conditions attached to it are not met.

4. Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. If notice is provided sufficiently in advance, no cancellation charge may apply. However, if a cancellation is made at short notice, or if we have already reserved time, equipment, or staff for the job, we may charge a cancellation fee to cover administration and lost time. The exact charge will depend on the notice given and the nature of the booking. A deposit may also be retained where this is reasonable and lawful.

If we arrive at the property and are unable to complete the work because of lack of access, incorrect address details, no one being present where attendance is required, unsafe conditions, or failure to prepare the property as agreed, this may be treated as a wasted visit. In such cases, a call-out or minimum charge may be payable. We will always aim to be fair and may, at our discretion, offer to rearrange rather than charge a full cancellation fee, especially where the disruption is minor and communication has been prompt.

We reserve the right to cancel or reschedule an appointment where circumstances beyond our control affect our ability to deliver the service safely or properly. This may include severe weather, transport disruption, equipment failure, illness, or supplier issues. If we cancel, we will offer an alternative date or refund any applicable prepayment for the cancelled portion of the service. We will not be liable for indirect losses arising from a cancellation or delay, except where the law requires otherwise.

5. Liability and Limitations

We will use reasonable care and skill in providing carpet and upholstery cleaning services, but we do not exclude or limit liability where it would be unlawful to do so. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we are not responsible for pre-existing damage, hidden defects, wear and tear, colour loss caused by age, fibre instability, or damage resulting from the customer’s failure to provide accurate information.

5.1 Property and Surface Risks

Cleaning may occasionally reveal pre-existing problems, including weakened seams, dye transfer, adhesive failure, water marks, or flooring defects. Where there is a risk that a surface may react adversely to cleaning products or moisture, we may refuse to proceed or may require the customer to accept the risk in writing. We are not liable for shrinkage, pile distortion, backing failure, or colour bleeding where these are caused by the natural characteristics of the material, by prior damage, or by cleaning a surface that should not reasonably have been cleaned using the method selected.

5.2 Claims Procedure

If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and no later than 48 hours after completion, unless the issue could not reasonably have been discovered within that period. You must allow us the opportunity to inspect the area and, where appropriate, to attempt a remedy. We may, at our discretion, re-clean, repair, or compensate for proven direct loss up to the value of the affected service or the amount required by law, whichever is lower. We do not accept responsibility for consequential or indirect losses, including loss of business, inconvenience, or loss of use, except where mandatory law provides otherwise.

6. Waste Regulations and Environmental Compliance

Ham Carpet Cleaners is committed to operating in line with applicable UK waste and environmental regulations. Waste generated during the service, including removed residues, dirty water, packaging, disposable filters, and used materials, will be managed responsibly and disposed of or transported only in accordance with relevant legal requirements. We will not knowingly discharge waste in a way that breaches environmental rules, water authority restrictions, or local disposal obligations.

The customer must not ask us to dispose of hazardous waste, regulated waste, asbestos-containing materials, needles, biohazard substances, or any item that requires specialist handling unless this has been expressly agreed in writing and is lawful for us to do so. If we encounter waste or contamination that may be hazardous, we may stop work immediately and leave the area safe where possible. Any extra costs incurred due to regulated waste handling, specialist disposal, or protective measures may be charged to the customer where permitted by law and where the need for such action is caused by the condition of the premises or items.

Where cleaning chemicals, containers, or packaging are left on site, the customer is responsible for their safe storage and disposal unless we have expressly agreed to remove them. We aim to use products and processes that are suitable for the environment and for the intended cleaning task, but we do not guarantee that all materials will be fully recyclable or reusable. Waste management choices may vary depending on the type of service and the substances involved.

7. Complaints and Remedies

If you are dissatisfied with any aspect of the service, please raise the issue promptly so that we can review it and, where appropriate, remedy the matter. In many cases, a re-clean or inspection may resolve the concern without the need for further action. You agree to give us a reasonable opportunity to assess the complaint before arranging third-party intervention, unless urgent circumstances make that impossible. The preferred remedy will depend on the nature of the issue and what is reasonable in the circumstances.

We may refuse a remedy where the complaint is based on outcomes that were not achievable because of the condition of the item, the age of the stain, the customer’s instructions, or risks that were disclosed or should reasonably have been apparent. Nothing in this section affects your statutory rights under UK consumer law. Any agreement to provide a refund, partial refund, repeat service, or other remedy does not constitute an admission of liability beyond what is expressly stated.

The customer agrees not to make any unauthorised deductions from payment unless we have agreed them in writing or they are required by law. If a dispute arises, both parties should act reasonably and seek to resolve the matter in good faith. This is particularly important where the work has involved specialist Ham carpet cleaning methods, delicate fibres, or pre-existing stains that may not respond in a uniform way.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless the mandatory law of another part of the United Kingdom applies. The parties agree that the courts of the relevant jurisdiction shall have exclusive jurisdiction over any dispute that cannot be resolved amicably. If any provision is found to be unenforceable, the remainder of the agreement will continue in effect.

By booking a service with Ham Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms. You also confirm that you are authorised to request the service at the relevant property and that, to the best of your knowledge, the information provided is accurate. These terms are intended to support a clear and professional relationship between customer and provider for every carpet cleaner appointment, from routine maintenance cleans to more involved textile care.

The latest version of these terms will apply to all new bookings made after the date they are published or otherwise issued. We may update these terms from time to time to reflect changes in law, service practice, or operational requirements. It is the customer’s responsibility to review the version applicable at the time of booking. Continued use of our services indicates acceptance of any updated terms, provided the update does not unlawfully affect rights already accrued.