Maze Hill Carpet Cleaners – Service Terms and Conditions

These Terms and Conditions set out the basis on which Maze Hill Carpet Cleaners provides domestic and commercial carpet cleaning services, including related upholstery, rug, and fabric care where agreed in advance. By making a booking, confirming an appointment, or allowing our team to commence work, the customer agrees to these terms. These terms are intended to be fair, clear, and consistent with applicable UK consumer and business law.

For the purposes of these terms, “we”, “us”, and “our” refer to Maze Hill Carpet Cleaners, and “you” or “the customer” refers to the person booking or receiving the service. The service may include stain treatment, hot water extraction, low-moisture cleaning, deodorising, fibre protection, or other agreed methods depending on the condition of the carpets and the suitability of the material. All work is carried out subject to inspection, access, and safety conditions at the time of attendance.

These terms apply to all bookings unless we have agreed otherwise in writing. Any special arrangements, including out-of-hours work, key holding, parking restrictions, or access instructions, must be confirmed before the appointment. Nothing in these Terms and Conditions affects your statutory rights.

Booking Process

Bookings may be made by telephone, email, online form, or other booking channel we make available from time to time. A booking is not confirmed until we have acknowledged the appointment and, where required, received any deposit or pre-authorisation. We may ask for information about the carpet type, size of the area, level of soiling, pet contamination, staining, prior treatments, and access conditions so that we can provide an appropriate estimate and allocate the correct equipment and time.

Any quotation given before attendance is based on the information supplied by you and is subject to confirmation upon inspection. If the actual condition of the carpets differs from the description provided, we reserve the right to revise the price, amend the method, or decline to proceed if the work cannot reasonably be completed as originally intended. We will explain any significant change before continuing where reasonably practicable.

It is your responsibility to ensure that the site is ready for cleaning at the agreed time. This includes moving small, breakable, or valuable items, securing pets, providing reasonable access to the work area, and ensuring that electricity and water supplies are available where required. We may need access to relevant rooms, stairways, hallways, or shared areas in order to carry out the service effectively.

Payments

Unless otherwise agreed, payment is due on completion of the service. We may accept payment by bank transfer, card, cash, or another approved method. In some cases, a deposit may be requested at the time of booking, particularly for larger jobs, repeated appointments, or work requiring reserved time and specialist resources. Deposits are usually deducted from the final invoice unless stated otherwise.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on our business status and the information provided at the time of quotation. Any applicable VAT will be clearly shown on the invoice where relevant. Unless expressly stated, quotations do not include parking charges, congestion charges, waiting time caused by delayed access, or additional services requested on site.

Where payment is not made when due, we reserve the right to charge reasonable recovery costs, statutory interest, and any administrative expenses allowed by law. We may also suspend further bookings or refuse future services until outstanding balances are settled. If an invoice is disputed, you must notify us promptly and provide the reasons for the dispute so that we can review the matter.

Failure to pay does not remove your obligation to pay for services already completed. If a card payment fails, a bank transfer is reversed, or a cheque is returned unpaid, you remain responsible for the full amount and any associated charges permitted under law.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation is made with sufficient notice, any deposit may be refunded or transferred to a new appointment at our discretion, subject to administrative costs already incurred. If the booking is cancelled at short notice, or if we attend but cannot access the property, a cancellation fee may apply to cover reserved time, travel, and preparation.

We understand that circumstances can change, but late cancellations and missed appointments affect scheduling and may prevent other customers from being served. For that reason, where less than 24 hours’ notice is given, or where our team arrives and work cannot proceed because access is unavailable, the full call-out charge or a reasonable proportion of the quoted fee may be payable. Any charge will be proportionate to the loss incurred and consistent with applicable law.

If we must cancel or reschedule, we will aim to give you as much notice as reasonably possible and offer an alternative appointment. We may also withdraw from the booking without liability if unsafe conditions exist, essential equipment fails, or circumstances beyond our control prevent us from carrying out the work safely or lawfully. In such cases, any pre-payment not applied to work done will normally be refunded.

Service Standards and Customer Responsibilities

We will use reasonable care and skill in providing the service and will follow appropriate industry methods for the type of fabric and soiling involved. However, certain marks, wear patterns, permanent staining, fading, dye transfer, fibre distortion, pile crushing, or water marks may not be fully removable, especially where the carpet is old, previously treated, or made from sensitive materials. A successful cleaning result cannot be guaranteed in every case.

Before work begins, we may identify areas that are heavily worn, at risk of shrinkage, or otherwise unsuitable for certain treatments. In those circumstances, we may recommend an alternative method or limit the scope of cleaning. You agree to inform us of any known issues, including loose seams, lifting edges, underfloor heating, delicate fibres, prior flooding, mould, infestations, or pre-existing damage. Failure to disclose relevant information may affect the outcome and limit any liability on our part.

Liability

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to this, we shall not be liable for indirect, consequential, or purely economic loss arising from delays, force majeure events, or matters outside our reasonable control.

Where damage is caused directly by our proven negligence, our liability will normally be limited to the lower of the cost of repair, the cost of reasonable replacement, or the amount paid for the relevant service, except where a higher amount is required by law. We are not responsible for pre-existing damage, hidden defects, colour fastness issues, instability in the carpet structure, or adverse reactions caused by unsuitable prior treatments or cleaning products used by others.

We are not liable for damage to items left in or near the work area unless such damage arises from our negligence. Customers should remove fragile objects, personal valuables, and items of sentimental value before cleaning begins. We do not accept responsibility for loss or damage to items not reasonably moved or protected by the customer, except where required by law.

Any claim for damage or dissatisfaction must be raised as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. This allows us to inspect the matter and, where appropriate, attempt a remedy. You must provide access for inspection and reasonable cooperation in investigating any claim.

Waste Regulations and Environmental Handling

We handle waste and wastewater in accordance with applicable UK waste management and environmental regulations. Any waste generated during the cleaning process, such as removed debris, spent absorbent materials, or contaminated residues, will be managed responsibly and disposed of lawfully where we are responsible for disposal. We aim to minimise waste and use cleaning methods designed to reduce environmental impact where practicable.

Where our service creates wastewater, sludge, or contaminated extraction residues, we will not dispose of such materials in a manner that would breach environmental law or local disposal requirements. You agree not to request or direct us to discharge waste in an unlawful or inappropriate way. If specialist disposal is required because of biohazards, infestation, mould contamination, bodily fluids, chemicals, or other hazardous substances, additional charges may apply and separate arrangements may be necessary.

The customer must tell us in advance if there is any hazardous material, restricted waste, or contamination that could affect the cleaning process or disposal obligations. Where the premises contain unsafe substances or conditions, we may suspend the service until the issue is properly addressed. We may also refuse to handle certain materials where doing so could pose a health, safety, or legal risk.

Access, Delay, and Force Majeure

We are not responsible for delays caused by traffic, weather, parking restrictions, access problems, building security, or events outside our control. Where delays occur, we will aim to keep you informed and attend within a reasonable time. If access is repeatedly denied or the property becomes unavailable, we may treat the appointment as cancelled by the customer and charge accordingly.

We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, pandemic restrictions, industrial action, breakdown of equipment, supply interruption, or government action. If such an event continues for a significant period, either party may be entitled to suspend or cancel the affected booking without further liability, except for amounts already due for work completed.

Title, Risk, and Property Condition

Risk in any cleaned or treated item passes back to you once the service has been completed and you have accepted the work, except where loss or damage is caused by our negligence or breach of contract. You remain responsible for the general condition of your carpets and for maintaining them after cleaning. We are not responsible for deterioration caused by normal wear and tear, poor ventilation, recurrent spills, pets, or unsuitable aftercare by the customer or third parties.

If any item must be lifted, moved, or repositioned to complete the service, we will take reasonable care, but we are not obliged to move items that are excessively heavy, fragile, fixed, hazardous, or likely to cause damage when moved. Any assistance requested from us in moving furniture is provided at your risk unless we have expressly agreed otherwise in writing.

Variation of Terms

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking unless a later version is agreed in writing. If any clause is found to be invalid or unenforceable, the remainder of the terms will continue in full force to the extent permitted by law.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with the services provided by Maze Hill Carpet Cleaners, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise.

For business customers, any terms that conflict with mandatory legislation shall be read subject to such legislation. For domestic customers, these terms are intended to operate alongside your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, and other relevant UK law. If a disagreement arises, both parties should act reasonably and seek to resolve the matter in good faith before taking formal action.

This document forms part of the contractual relationship between you and Maze Hill Carpet Cleaners. By proceeding with a booking, you confirm that you have read, understood, and agreed to be bound by these terms.