Terms and Conditions for Monken Hadley Carpet Cleaners
These Terms and Conditions set out the basis on which Monken Hadley Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, upholstery cleaning, rug treatment, stain removal, and related specialist care. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to these terms in full. If any part of these terms is unclear, the customer should review them carefully before confirming a service. These terms are intended to create a fair, transparent agreement between the customer and the provider, covering the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework that applies to the contract.
The use of the words we, us, and our refers to Monken Hadley Carpet Cleaners. The words customer, you, and your refer to the person or business booking the service. These terms apply whether the service is a one-off appointment or part of an arranged repeat cleaning schedule. They also apply to any additional work agreed on the day, provided that such work is confirmed by you or by a person authorised to act on your behalf.
This page is designed as a legal information page and should be read in conjunction with any written quotation, invoice, or service agreement provided before or after the appointment. In the event of any inconsistency, a written quotation or specifically agreed amendment will take precedence over these general terms, but only in relation to the matter stated. No other promises or representations are binding unless confirmed in writing.
Bookings may be made by telephone, email, online enquiry form, or by any other method we make available from time to time. A booking is not confirmed until we have issued an acceptance, which may be verbal or written. We reserve the right to decline or cancel a booking where we are unable to meet the requested service standards, where the property conditions are unsuitable, or where the request falls outside our service scope. A confirmed booking may depend on a site description, photographs, measurements, or an inspection where necessary.
When arranging a carpet cleaning service, the customer must provide accurate information about the property, access arrangements, surface type, the condition of the carpet or fabric, known stains, previous treatments, water supply, parking restrictions, and any hazards likely to affect the work. The quality and accuracy of this information are important because specialist cleaning can be affected by fibre type, pile condition, backing materials, and the level of soiling present. If the information supplied is incomplete or incorrect, we may revise the quotation, alter the method used, or refuse to proceed if the service cannot be completed safely or effectively.
It is the customer’s responsibility to ensure that the premises are ready for cleaning at the agreed time. This includes moving small or fragile items where appropriate, making sure electricity and water are available if required, and providing reasonable access to the area to be cleaned. Where furniture or other objects must be moved to complete the work, this will only be done if it is safe to do so and if the customer has agreed in advance. We are not obliged to move items that are heavy, unsafe, valuable, or likely to cause damage.
Quoted prices are normally based on the details provided at the time of enquiry. Unless stated otherwise, prices are exclusive of any additional work that becomes necessary because of changes to the original description, hidden contamination, restricted access, or exceptional conditions discovered on arrival. Any extra charge will be discussed before the work continues whenever reasonably possible. Final pricing may also be affected by emergency call-outs, extended labour time, parking costs, or specialist products needed for the task.
Payment is due in full on completion of the service unless alternative terms have been agreed in writing before the appointment. We may require a deposit for larger bookings, repeat commercial work, or appointments involving reserved time and specialist equipment. Deposits are normally non-refundable except where cancellation is made within a permitted period or where we cancel the booking without fault on your part. Accepted payment methods may include bank transfer, card payment, or cash, subject to availability and our internal procedures. If an invoice is issued, payment must be made by the date stated on the invoice.
Late payment may result in administration charges, statutory interest where applicable, and suspension of further services until outstanding sums are settled. If payment is refused, reversed, or disputed without reasonable cause after the service has been provided, we reserve the right to recover the debt and any associated costs. Any discounts, promotions, or special offers apply only in accordance with their stated conditions and may be withdrawn at any time for future bookings.
Cancellations and amendments must be made as early as possible. If you need to change the appointment date or time, we will try to accommodate the request, subject to availability. Where a booking is cancelled by the customer less than 48 hours before the scheduled start time, we may charge a cancellation fee to cover reserved labour, travel planning, and lost appointment time. If cancellation occurs after our team has arrived at the property, or if we are unable to complete the work due to lack of access, unsafe conditions, or absence of the customer when required, a minimum call-out charge or the full booking fee may be payable.
We may cancel or reschedule a booking due to illness, equipment failure, adverse weather, unsafe access, power outage, or any other event outside our reasonable control. If we cancel, we will offer an alternative appointment or refund any advance payment relating to the cancelled portion of the service. We will not be responsible for indirect loss caused by a rescheduled visit, provided that we act reasonably and keep the customer informed. For bookings made online or at a distance, any statutory cancellation rights that apply under UK consumer law will remain in force, except where a lawful exception applies to the service requested.
Our team will aim to attend within the agreed time window, but arrival times are estimates only and may be affected by traffic, previous appointments, or operational delays. Where a delay is expected, we will make reasonable efforts to notify the customer. If access is not available within a reasonable period after arrival, we may treat the appointment as cancelled by the customer. The customer should ensure that pets are secured and that vulnerable persons are protected from cleaning activity, equipment, and drying areas.
We take care to deliver a professional carpet cleaning service, but liability is limited where damage or loss results from pre-existing defects, worn fibres, unstable dyes, hidden marks, unsuitable materials, or information not disclosed before cleaning. Certain stains and odours may be impossible to remove completely, especially where they have set into the pile, backing, or underlay. We do not guarantee the removal of all stains, odours, or contaminants, nor can we promise that carpets will be restored to a like-new condition. Any estimate of outcomes is given honestly but should be understood as a professional opinion rather than a warranty.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we will not be liable for indirect, incidental, or consequential losses such as loss of profit, business interruption, inconvenience, or loss of opportunity. Our total liability for any claim relating to a service will normally be limited to the amount paid or payable for that particular service, except where a different limit is required by law. Customers are responsible for removing valuables, securing sensitive items, and protecting fragile goods before cleaning begins.
Where the customer asks us to treat delicate, antique, handmade, or chemically sensitive materials, we may require a disclaimer or written acknowledgement before proceeding. This does not remove our duty to act with reasonable care and skill, but it recognises that some materials carry inherent risks. If we identify a potential issue before or during cleaning, we may stop the service and advise on the safest next step. We are not responsible for damage caused by pre-existing weakness, prior poor cleaning, hidden manufacturing defects, or contamination that reacts unpredictably to standard treatment methods.
At the midpoint of the service range, it is important to note that waste regulations apply to the removal and disposal of wastewater, residues, used materials, packaging, and any waste generated during cleaning. We will handle waste in accordance with applicable UK environmental and waste management requirements. Where waste is removed from the premises, it will be disposed of responsibly using lawful methods. The customer must not request that waste be tipped, discharged, or discarded in a manner that would breach environmental rules, water disposal restrictions, or local authority requirements.
We may recover wastewater, sludge, dirty solution, removed soil, and disposable materials produced by the cleaning process. If specialist containment is required, the customer may be charged for the additional labour, equipment, or disposal costs involved. The customer must tell us in advance if the property has unusual drainage arrangements, environmental controls, protected surfaces, or site-specific waste procedures. If a premises manager, landlord, or managing agent imposes additional compliance rules, those rules must be shared before the appointment so that we can assess whether the service can be lawfully and safely delivered.
Any chemicals, detergents, or treatment products used during the service will be handled according to their instructions and applicable safety obligations. The customer should not interfere with products, equipment, or drying arrangements while work is in progress. If the customer supplies a product for use, they remain responsible for its suitability unless we expressly agree in writing to use it after assessment. We reserve the right to refuse to use any material that appears unsafe, unsuitable, or non-compliant with our operating standards.
The customer agrees to cooperate fully with all reasonable requests made by our team to enable safe and effective cleaning. This includes providing access to the premises, ensuring the work area is free of avoidable obstacles, and allowing sufficient time for inspection, treatment, and drying recommendations. If other contractors, residents, or occupants interfere with the service, we may suspend the appointment until conditions are suitable. Any resulting delay may incur an additional charge if the interruption is outside our control.
We may photograph areas before, during, and after cleaning for quality control, internal records, training, insurance, or evidence of condition, provided this is done lawfully and with appropriate respect for privacy. Such records are not used for public marketing unless separate permission is obtained. We may also retain copies of quotations, invoices, communications, and service notes for administrative and legal purposes. These records help us verify the scope of work, track outcomes, and respond properly to any later query or dispute.
Any complaint should be raised promptly so that the issue can be reviewed while the relevant details remain available. The customer should allow us a reasonable opportunity to inspect the area and, where appropriate, to offer a remedial solution. We may decline a refund or corrective visit if the complaint relates to matters outside our control, where the customer has altered the area after cleaning, or where the service was affected by undisclosed conditions. Nothing in this clause prevents the customer from relying on rights available under consumer law.
These Terms and Conditions, together with any quotation or written agreement, form the entire agreement between the parties in relation to the service supplied. If any term is found to be unlawful or unenforceable, the remaining terms will continue in force. Failure by us to enforce any part of these terms on one occasion does not waive our right to enforce it later. We may update these terms from time to time, and the version in force at the time of booking will apply unless a lawful change is required to reflect legislation or regulatory obligations.
Nothing in this document is intended to create a partnership, employment relationship, or agency relationship between the customer and Monken Hadley Carpet Cleaners. The service is provided as an independent contractor arrangement. Customers must not assign their booking, payment obligations, or rights under the agreement without our consent where such consent is reasonably required. If the service is booked by a company, landlord, letting agent, or other organisation, the person making the booking confirms that they have authority to do so and to bind that organisation to these terms.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any related agreement will be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer legislation requires otherwise. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and conditions as the basis on which Monken Hadley Carpet Cleaners will provide services.
