Terms and Conditions for Noak Hill Carpet Cleaners
These Terms and Conditions set out the basis on which Noak Hill Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services. By requesting a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a fair and clear service relationship, explain our responsibilities, and outline what we reasonably expect from customers before, during, and after a service visit.
Throughout this document, references to “we”, “us”, and “our” mean Noak Hill Carpet Cleaners, while “you” and “your” refer to the customer or person booking the service. These terms apply to all service requests, whether the work is booked online, by telephone, by message, or through any other agreed method. If any part of these terms is not clear, it should be raised and resolved before the appointment begins.
We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or operational practices. The version in force at the time of booking will normally apply to that booking unless a later version is required by law. We recommend that customers review the terms before confirming any service, especially where access, property condition, or treatment requirements may affect the work to be carried out.
Booking process begins when you provide details of the property, the areas to be cleaned, the type of fibres or fabrics involved, and any known stains, damage, or special requirements. Accurate information is important because it allows us to assess the job properly and allocate the correct equipment, products, and time. A booking is only confirmed once we have accepted the request and provided an agreed date, time window, or service specification. We reserve the right to decline or reschedule work if the information supplied is incomplete, misleading, or materially different from the condition found on arrival.
Before the appointment, you must ensure reasonable access to the premises and to the areas requiring treatment. This includes parking arrangements where relevant, access codes or keys where agreed, and sufficient space for equipment to be used safely. If the service requires furniture to be moved, this must be discussed at the point of booking. While we may assist with light movable items at our discretion, we are not obliged to move heavy, fragile, fixed, or high-value belongings. You remain responsible for securing valuables, fragile objects, and items that may be affected by the work.
It is your responsibility to disclose any previous damage, permanent staining, water ingress, mould, pet contamination, or treatments already applied to the carpet or upholstery. Noak Hill Carpet Cleaners cannot be held responsible for limitations in results caused by undisclosed pre-existing conditions. If our team identifies a risk that may affect the outcome or the safety of the work, we may pause, amend, or refuse the service. In such cases, any advice given is offered in good faith, but the final decision about whether to proceed may be made on site.
We aim to arrive within the agreed time window, but arrival times are estimates and may occasionally be affected by traffic, weather, equipment issues, earlier jobs over-running, or other events outside our control. Where possible, we will notify you of a significant delay or the need to rearrange. If you are not present at the property at the agreed time and have not arranged for access, we may treat the appointment as a missed visit and apply a charge where our time and travel have been lost.
Our service quotations are generally based on the information provided at the time of booking and are subject to the actual size, condition, and complexity of the work. If the property or items to be cleaned differ from the description given, or if additional treatment is requested on the day, the price may be adjusted accordingly. Any revised charge should be discussed before extra work begins. We reserve the right to pause a job if the revised scope is not agreed. All prices are stated in pounds sterling unless otherwise confirmed in writing.
Payments must be made according to the terms agreed at booking or on completion of the service, depending on the arrangement. We may require a deposit to secure an appointment, especially for larger jobs or high-demand dates. Deposits are normally non-refundable except where we cancel the booking or where consumer law requires otherwise. Remaining balances are due immediately upon completion unless an alternative payment schedule has been agreed in advance. We accept payment methods that we notify you of at the time of booking, and any card processing or transfer costs will be made clear where relevant.
If payment is not made on time, we reserve the right to charge reasonable costs incurred in recovering the debt, to suspend future bookings, or to refer the matter for collection where appropriate and lawful. Any dispute about a charge should be raised promptly and with sufficient detail to allow us to investigate. Failure to pay for completed work does not remove your obligation to do so, provided the service was delivered in accordance with these terms. If there is a genuine issue with the service outcome, we ask that you notify us as soon as reasonably possible so the matter can be reviewed.
Cancellations and rescheduling should be made as early as possible. For standard bookings, we ask for at least 24 hours’ notice where practical. If you cancel with less notice, or if our team is unable to proceed because access is unavailable or conditions are unsuitable, a cancellation or wasted appointment charge may apply to cover reserved time, travel, and preparation. For larger, custom, or tightly scheduled appointments, a longer notice period may be required and will be confirmed at the time of booking. If we need to reschedule because of operational reasons, we will offer an alternative date where possible.
We may cancel or postpone a booking if conditions at the property are unsafe, if there is a risk to our staff, if equipment cannot be used properly, or if the requested work would likely cause damage beyond normal and foreseeable risks. We may also refuse service where unlawful activity is suspected, where access is denied, or where the customer behaves in a threatening, abusive, or discriminatory manner. In those circumstances, any deposit already paid may be retained to the extent permitted by law if costs have been incurred.
Liability is limited in line with these terms and with applicable UK consumer law. We will use reasonable skill and care in carrying out the service and in selecting suitable methods and products for the items presented to us. However, cleaning is not an exact science, and results can vary depending on fibre type, age, wear, previous treatments, colourfastness, and the nature of the staining or contamination. Some marks may be permanent or may improve only partially even where appropriate treatment is applied. We do not guarantee full stain removal, restoration to original condition, or identical results across all items.
We are not responsible for pre-existing faults, hidden defects, weakened fibres, unstable dyes, or damage caused by prior wear and tear. This includes, without limitation, shrinkage, colour migration, pile distortion, seam separation, and changes in texture where these are caused by the item’s existing condition rather than by our negligence. Where a customer requests a particular method despite our advice that it may carry risk, the work may proceed only at the customer’s request and at their risk, subject always to non-excludable legal rights. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
If damage is alleged to have occurred during a service, you must notify us as soon as reasonably possible and in any event before the item is moved, reused, or altered further, so that we can inspect the issue fairly. Failure to give us a prompt opportunity to assess the claim may affect our ability to investigate and may limit any remedy available. Where we accept responsibility, our liability will generally be limited to repair, re-cleaning, or a reasonable refund reflecting the affected part of the service, unless consumer law requires a different remedy.
Waste regulations and environmental handling are an important part of how we operate. We aim to manage wastewater, residue, and used consumables responsibly and in accordance with applicable UK waste and environmental rules. Cleaning by-products, recovered wastewater, filters, cloths, and packaging must be handled, stored, transported, and disposed of properly. We will take reasonable steps to avoid depositing waste where it could cause pollution, nuisance, or blockage of drainage systems. Customers must not ask us to dispose of controlled waste unlawfully or to use drains, sinks, or external areas in a way that breaches environmental requirements.
Where items are removed from the property as part of the service, or where waste is generated from particularly contaminated cleaning work, the customer may be responsible for any additional handling, disposal, or specialist treatment charges unless otherwise agreed. If hazardous contamination is suspected, such as biological waste, chemical residues, or infestations, we may refuse to proceed until the risk has been assessed and an appropriate method agreed. In some cases, specialist contractors may be required. We reserve the right to stop work if the waste situation presents a health, safety, or legal concern.
You agree to inform us of any contamination risks before the appointment so that appropriate equipment and precautions can be arranged. This includes, where relevant, pet waste, mould, blood, sharps, solvents, or other substances that may require special handling. We do not provide services that would require unlawful disposal or unsafe handling of waste. If we incur costs because information was withheld or the premises were not as described, those costs may be charged to you where lawful and reasonable.
Customer responsibilities include ensuring the area can be worked on safely, removing or protecting delicate possessions, and giving us clear instructions where access or handling issues exist. You should keep children and pets away from the work area during treatment and until the area is safe to re-enter. Freshly cleaned carpets or upholstery may remain damp for a period, and you should follow any aftercare advice we provide. Failure to do so may affect the outcome and can increase the risk of re-soiling, marks, or odours. We are not responsible for issues caused by use of the treated area contrary to reasonable aftercare advice.
Any quotations, estimates, or recommendations given before or during the service are based on the information available at the time. If a recommended treatment is declined, we may not be able to deliver the expected result, and we accept no liability for the consequences of declining a suitable optional treatment. Likewise, if you choose to limit access, restrict the method used, or ask us to work around items that should ideally be moved, the final result may be affected. Your cooperation is an important part of achieving a proper service outcome.
We may take reasonable steps to document the condition of items before and after cleaning for quality control, claims handling, and internal records. Any personal data obtained in connection with a booking will be handled in accordance with applicable data protection law and only for legitimate service-related purposes. We do not sell customer information and will only share it where necessary to perform the service, process payment, comply with law, or respond to a legal claim. Records may be retained for a reasonable period in line with our operational and legal obligations.
Governing law and jurisdiction are those of England and Wales. These Terms and Conditions, and any dispute or claim arising from them or from the provision of services by Noak Hill Carpet Cleaners, shall be governed by and interpreted in accordance with the laws of England and Wales. If any dispute cannot be resolved amicably, the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales, subject to any rights that consumers may have under mandatory law.
If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be treated as separated to the extent necessary, and the remaining provisions shall continue in full force. A failure or delay by us in enforcing any right under these terms does not mean that we waive that right. These terms form the entire agreement between you and us in relation to the relevant service, unless we have agreed something different in writing.
By booking or accepting our services, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a balanced framework for booking, payment, cancellations, liability, waste handling, and legal compliance. We always aim to deliver a professional carpet cleaning service with clear expectations, fair treatment, and responsible working practices.