Cann Hall Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Cann Hall Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. For the purposes of this document, references to “we”, “us” and “our” mean Cann Hall Carpet Cleaners, and references to “you” and “your” mean the customer, property owner, tenant, occupier, or authorised representative placing the booking. These terms apply to carpet cleaning, stain treatment, odour treatment, and related service requests unless we agree otherwise in writing.
We aim to provide a clear and fair service framework. Cann Hall Carpet Cleaners may update these terms from time to time to reflect changes in business practices, legal requirements, or operational needs. The version in force at the time of booking will normally apply to that booking. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply to the fullest extent permitted by law.
Nothing in these terms affects your statutory rights as a consumer under UK law. Where a service is purchased by a business customer, different rules may apply in relation to liability, cancellation, and payment. In all cases, it is your responsibility to ensure that the services requested are suitable for your property and for the condition of the carpets or soft flooring being treated.
Booking Process
A booking with Cann Hall Carpet Cleaners may be made by telephone, email, website form, messaging platform, or any other booking channel we make available. A booking request does not become a confirmed appointment until we have accepted it and, where required, received any deposit or prepayment. We may decline a booking for operational reasons, safety concerns, inaccessible premises, or if the requested work falls outside the scope of our services.
When arranging a visit, you must provide accurate and complete information, including the type of carpet or fabric, approximate room sizes, known stains, cleaning history, and any relevant issues such as water damage, mould, loose fittings, or allergy considerations. If the information supplied is inaccurate or incomplete, we may need to revise the quotation, adjust the work plan, or refuse the service on arrival. Any change to the scope of work may affect the price and completion time.
Bookings are scheduled subject to availability. We will use reasonable efforts to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, equipment issues, or earlier jobs overrunning. If a delay occurs, we will try to keep you informed where practical. A delay does not automatically entitle you to compensation, provided we perform the service within a reasonable time. You are responsible for ensuring access to the property, including keys, entry codes, parking permissions, and any necessary permission from landlords, managing agents, or other occupiers.
Service Conditions and Customer Responsibilities
Before cleaning begins, you must remove personal belongings, breakables, and any items that may obstruct access to the areas to be cleaned. We may move light furniture where safe and practical, but we are not obliged to move heavy, fixed, fragile, or high-value items. Unless agreed otherwise, the service is provided on the basis that the carpets are suitably fitted, structurally sound, and able to withstand professional cleaning methods.
You must tell us about any pre-existing damage, including tears, worn pile, shrinkage, loose seams, colour loss, moth damage, previous repairs, or subfloor issues. Where carpets are old, delicate, water-damaged, or incorrectly installed, cleaning may cause further deterioration despite reasonable care. In such cases, the risk remains with you unless the loss is caused by our negligence. We may refuse to clean an item if we believe the process could reasonably worsen its condition or pose a health and safety risk.
Where specialist stain removal or odour treatment is requested, we cannot guarantee the complete removal of all stains, marks, or smells. Results may depend on the type of contamination, age of the stain, fibre composition, previous treatment, and how the item has been maintained. Some substances can permanently alter carpet dyes or fibres. We use reasonable skill and care, but specific outcomes cannot be promised unless expressly stated in writing. Carpet cleaning services are therefore provided as a professional best-efforts service rather than a guaranteed restoration service.
Payments
Unless agreed otherwise in writing, payment is due immediately on completion of the work. For some bookings, particularly larger jobs, commercial appointments, or discounted promotional offers, we may require a deposit, partial payment in advance, or full prepayment. Any deposit requested is used to secure time and planning resources and may be applied against the final invoice. Prices quoted are based on the information available at the time of quotation and may change if the actual condition, size, or complexity of the work differs materially from the information provided.
All prices will be stated as inclusive or exclusive of VAT where applicable. If VAT applies, it will be shown separately or clearly included in the quoted figure. We accept payment methods notified at the time of booking, which may include bank transfer, card payment, cash, or digital payment services. We may charge interest or reasonable recovery costs on overdue sums where permitted by law, particularly for business customers. Title to any goods supplied remains with us until full payment has been received.
Where extra work is requested on site, we may provide an updated quote before carrying out the additional tasks. You are not obliged to proceed with extra work, but if you approve it verbally or in writing, you agree to pay for it. If a booking is cancelled late, or if we are unable to begin work because the property is not ready, inaccessible, or unsafe, a call-out charge or cancellation fee may apply. Carpet cleaners in Cann Hall may also apply a minimum charge where the job is too small to justify the travel and set-up time involved.
Cancellations, Rescheduling and No-Access Situations
You may cancel or reschedule a booking by giving us notice as soon as possible. If you are a consumer and the booking was made at a distance or off-premises, you may have statutory cancellation rights, subject to any lawful exceptions that apply to service contracts. If you ask us to begin services within the cancellation period, you may be required to acknowledge that you lose the right to cancel once the service has been fully performed, and you may owe a proportionate amount if performance has begun with your agreement.
If you cancel with reasonable notice, we will normally not charge a cancellation fee, unless we have already incurred direct costs, ordered materials, allocated a specialist team, or reserved a substantial time slot that cannot reasonably be re-filled. Where a booking is cancelled at short notice, or where we attend and cannot proceed because access is denied, the property is unsafe, utilities are unavailable, or the necessary preparation has not been completed, we may charge a fee reflecting time, travel, and administration. Repeat late cancellations may affect our willingness to accept future bookings.
We reserve the right to reschedule or cancel an appointment if weather, illness, equipment failure, staff availability, safety concerns, or force majeure events make it impractical to complete the service as planned. In such cases, we will offer an alternative date where possible. Our liability for cancellation will be limited to refunding any deposit paid for work not carried out, unless the law requires a different remedy. We will not be responsible for any indirect loss arising from a change of appointment time, provided the delay or cancellation was beyond our reasonable control.
Liability and Limitations
We will perform our services with reasonable care and skill. If we are found to have failed to do so, our liability will be limited to the cost of re-performing the relevant service or, where re-performance is not appropriate, a reasonable refund of the affected portion of the fee. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
Subject to the paragraph above, we will not be liable for any loss of profit, loss of business, loss of opportunity, loss of data, or indirect or consequential loss. We are not responsible for damage caused by inherent defects, pre-existing wear, unsuitable materials, poor installation, hidden defects, damp, structural movement, or the use of chemicals or methods that the customer expressly requested against our advice. If you insist on a particular treatment that we warn may carry risk, you do so at your own risk to the fullest extent allowed by law.
While we take precautions to protect surrounding surfaces, we cannot guarantee that nearby furnishings, skirting boards, walls, electrical fittings, or decorative finishes will remain completely unaffected where they are fragile, already damaged, or unusually positioned. You should remove or protect valuable items before the service begins. Any claim for damage must be reported to us within a reasonable time after the issue becomes apparent and in any event within a period that allows us to inspect the site and investigate properly. This helps us assess whether the issue was caused by our work or by other factors.
Waste Regulations, Cleaning Waste and Environmental Compliance
We aim to carry out our work in a manner consistent with applicable UK waste and environmental regulations. Waste generated during carpet cleaning may include used cloths, packaging, removed debris, vacuum contents, waste water, and contaminated residues. Where relevant, we will dispose of such waste responsibly and in accordance with legal requirements. Some waste may require separate handling if it contains bodily fluids, mould, hazardous contamination, sharps, or other materials that need specialist disposal.
You must inform us in advance if the property contains hazardous substances, biological contamination, asbestos-related concerns, or any other regulated waste risks. We are not obliged to handle or remove waste that we reasonably believe is unsafe, unlawful to transport, or beyond the scope of our insurance and procedures. If specialist disposal is required, additional charges may apply and may need to be arranged through an approved third party. The customer remains responsible for the lawful classification and disclosure of waste created by their own activities unless we have expressly agreed to take over that responsibility.
Where water extraction or stain removal produces liquid waste, we will manage it in a controlled way and will not knowingly discharge it in breach of environmental law or site rules. You must provide access to appropriate facilities if required for disposal or rinsing and must tell us about any drainage restrictions, building regulations, or landlord conditions that may affect the service. We may stop work if continuing would risk breaching environmental or waste regulations. In such circumstances, you remain liable for any fee already earned for work completed up to that point.
Complaints, Inspection and Remedies
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so we can inspect the issue and consider a remedy. Some concerns, such as persistent stains, fibre distortion, or hidden damage, may not be fully assessable until the carpet has dried. You agree to allow a fair opportunity for inspection before making repairs, replacements, or third-party arrangements that may prejudice investigation. Any remedy will be offered without admission of liability unless liability is established.
If a valid complaint is upheld, we may offer re-cleaning, targeted treatment, a partial refund, or another appropriate solution depending on the circumstances. This will usually be our first and preferred response where the issue can reasonably be corrected. We are not responsible for complaints arising from failure to follow aftercare instructions, from use of the area before it has dried, or from actions taken by third parties after completion. Claims for minor variation in appearance, pile direction, or drying pattern will not normally amount to breach where the work has been carried out properly.
Nothing in this section limits any rights you may have under consumer legislation or the common law. However, you agree that our opportunity to inspect and resolve issues is an important part of the service process. If you fail to provide this opportunity, it may affect the outcome of any claim. Where replacement costs are claimed, any recovery will be assessed fairly and in line with the actual loss suffered, taking account of age, condition, and use of the item in question.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, any mandatory consumer protections or local legal rules that apply to you will still be respected where relevant. By using our service, you agree that the courts of England and Wales will have jurisdiction, subject to any mandatory rights you may have as a consumer in your own jurisdiction.
This governing law clause applies to all matters related to quotations, bookings, payments, cleaning outcomes, cancellations, refunds, liability, and waste handling. Any failure by us to enforce a particular right on one occasion does not mean that right has been waived. The headings used in these terms are for convenience only and do not affect interpretation. Where a conflict arises between any oral statement and these written terms, these terms will prevail unless we have expressly agreed otherwise in writing.