Primrose Hill Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Primrose Hill Carpet Cleaners provides domestic and commercial 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. The purpose of this page is to explain the service arrangement clearly, including how bookings are made, how payments are handled, when cancellations may apply, how liability is limited, how waste is managed, and which law governs the agreement. Nothing in these terms affects your statutory rights as a consumer.
Throughout this document, references to “we,” “us,” and “our” mean Primrose Hill Carpet Cleaners, while “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms apply to all carpet cleaning services and related treatments offered under the name Primrose Hill carpet cleaning, including stain removal, upholstery care, rug cleaning, and fibre-specific treatments where agreed in advance. In some cases, the final service delivered may depend on the condition of the flooring, the type of fibres involved, access to the property, and the suitability of cleaning methods.
By requesting a service, you confirm that you are authorised to arrange work at the property and that you have provided accurate information about the premises, the surfaces to be treated, and any known risks or sensitivities. If the information supplied is incomplete or incorrect, we may need to adjust the quotation, reschedule the visit, or decline part of the work. Any estimate or quotation is based on the details available at the time and may be revised if the actual conditions differ materially from those described during booking.
Booking Process
Bookings for carpet cleaning services are normally made by telephone, email, online form, or another agreed method of communication. A booking is not confirmed until we have accepted the request and provided confirmation in writing or by another traceable method. That confirmation may include the service date, estimated arrival window, the scope of work, and any special conditions that apply. We reserve the right to refuse or cancel a booking where access, safety, parking, equipment compatibility, or other operational requirements cannot reasonably be met.
When arranging a visit, you must tell us about matters that may affect the service, including the presence of delicate fabrics, excessive staining, pet contamination, prior treatments, water damage, insect issues, or any condition that may require specialist handling. The success of Primrose Hill Carpet Cleaners depends on accurate information, and failure to disclose relevant issues may affect the outcome of the clean or the suitability of the method used. If a pre-inspection is required, we may ask for photographs or additional details before confirming the appointment.
We aim to arrive within the agreed time window, but arrival times are estimates rather than guarantees. Delays may occur due to traffic, weather, operational disruption, equipment failure, or extended work at a previous property. If a delay is expected to be significant, we will make reasonable efforts to notify you. If access is not available when our team arrives, or if the property is not ready for work, we may treat the visit as cancelled by you and charge a reasonable fee where appropriate.
Payments are due in accordance with the price agreed at booking or, where no fixed price is possible, the rate notified before work begins. Unless expressly agreed otherwise, payment is due on completion of the service and may be required immediately by card, bank transfer, cash, or another approved method. We do not usually offer credit terms. If a deposit is requested for a booking, the deposit may be non-refundable where the appointment is later cancelled outside the permitted cancellation period or where we have reserved time and resources specifically for your job.
Any quotation given for Primrose Hill carpet cleaning is based on the information available at the time and may not include unforeseen complications, additional rooms, excess soilage, specialist stain work, odour treatment, or extra labour required due to restricted access or unusual conditions. If the actual work needed differs from the original scope, we will explain the adjustment before proceeding where reasonably possible. Additional charges will only apply for work that is requested by you, reasonably necessary to complete the service, or made necessary by information not disclosed beforehand.
If payment is declined, delayed, reversed, or otherwise not received when due, we may suspend any further work, withhold completion documents, or recover the sum owed through lawful means. You will be responsible for any reasonable costs incurred in recovering overdue payments, including administrative costs and any bank or processing fees charged to us as a direct result of failed payment. All prices are stated in pounds sterling unless otherwise indicated and may include VAT where applicable.
Cancellations, Rescheduling and Access
You may cancel or reschedule a booking by giving notice within a reasonable period before the appointment. Where a cancellation is made sufficiently in advance, no charge may be applied. However, if you cancel at short notice, or if we are unable to carry out the work because of lack of access, inaccurate instructions, unsafe conditions, or the property not being ready, we may charge a cancellation fee or retain any deposit to cover our losses. The amount charged will be reasonable and proportionate to the time reserved and expenses already incurred.
We understand that circumstances can change, and we will try to accommodate rescheduled appointments where our diary permits. Any new date remains subject to availability and confirmation. If we need to cancel or move a booking because of illness, transport problems, equipment failure, severe weather, or circumstances beyond our control, we will provide notice as soon as reasonably possible and offer an alternative date where practical. Our liability for inconvenience caused by rescheduling is limited to the value of the affected service, except where law provides otherwise.
Access and preparation are important for efficient work. You should ensure that our team can safely reach the areas to be cleaned, with a reasonable path to the premises and sufficient working space. You should also remove fragile items, valuables, and small objects from the work area unless we have expressly agreed to handle them. We may refuse to move items that are heavy, unstable, hazardous, or likely to cause damage. If furniture removal is included, it will be done only to the extent agreed in advance and with appropriate caution.
Service Standards, Liability and Limitations
Primrose Hill Carpet Cleaners will use reasonable care and skill in performing the service, and we will select cleaning methods that we consider suitable for the material and condition of the item or surface. However, some carpets, rugs, upholstery fabrics, and related materials are inherently delicate or may already be weakened by age, wear, previous cleaning, sunlight, poor maintenance, hidden defects, or manufacturing limitations. Because of these factors, we cannot guarantee the removal of every stain, odour, mark, or discoloration, and some residue may remain despite the use of professional equipment and products.
We do not accept responsibility for pre-existing damage, latent defects, dye instability, shrinkage caused by construction quality, fibre distortion, colour bleed, or deterioration that occurs because a material was already fragile or unsuitable for wet cleaning. We also do not accept liability where you fail to disclose information that would have affected our choice of treatment. In all cases, our total liability arising from any claim connected with a service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service in question, except where such limitation is prohibited by law.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are found liable for loss or damage, we will not be responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any similar economic loss. Any complaint must be raised within a reasonable time after the service so that we have an opportunity to inspect the issue and consider a remedy.
If a dispute cannot be resolved informally, both parties agree to act reasonably and to attempt good-faith discussion before starting formal proceedings. Any claim should be supported by evidence and brought promptly, as delayed reporting can make investigation difficult. We may keep records of bookings, communications, photographs, and service notes for operational and legal purposes.