Terms and Conditions
1 Who we are and how to contact us
We are HI CARPET CLEANER LTD, trading as Hi Carpet Cleaner and HiCC, registered in England and Wales under company number 13101731. Our registered office is Matrix Business Centre, 167 Station Road, Edgware, Middlesex, HA8 7JU.
Website: https://www.hicarpetcleaner.com
Email: info@hicarpetcleaner.com
Telephone: 020 8133 0090
WhatsApp: +44 7359 735191
These terms cover the services we agree to supply to you. A consumer is an individual buying mainly for purposes outside their trade, business, craft or profession. Some provisions below apply specifically to consumers or business customers. Nothing in these terms removes rights that the law does not allow us to exclude.
2 Our services and coverage
Subject to assessment and availability, our services include carpet cleaning; rug cleaning on site or at a workshop; upholstery and mattress cleaning; localised stain and odour treatment; carpet patching, seam repair, stretching and refitting; rug repair and restoration; and separately agreed colour correction or fibre protection.
We work with homes, landlords, managing agents, offices, hotels, short-let properties, venues and other commercial or community premises. A carpet-cleaning booking for a tenancy or short-let property does not include a whole-property or end-of-tenancy clean unless expressly agreed.
We serve London and selected surrounding areas. Coverage, collection and delivery depend on the service, full postcode, access and availability. An area page does not guarantee every service or appointment is available at every address.
Silk, wool, viscose, handmade, antique and other delicate items require individual assessment. Leather, suede, specialist finishes and any service not expressly included in your quotation are accepted only following specific written confirmation of suitability and scope.
3 Bookings and the contract
An enquiry or submission of photographs does not by itself confirm a booking. We provide a quotation or estimate and make these terms available before you agree to the booking. A contract is formed when you accept the quotation and we confirm acceptance in writing, including by email or WhatsApp.
Your confirmation should identify the contracting customer, address, items or areas, agreed work, price or calculation method, appointment or collection arrangements and any deposit. Tell us promptly if anything is incorrect. We will provide a copy of the agreed terms and booking details in a form you can save.
Specific terms expressly agreed for your booking take priority over inconsistent general terms, subject to your legal rights. Website changes apply to future bookings; they do not automatically alter an existing contract.
You must have authority to commission the work and, where needed, permission from the owner, landlord or managing agent. If a representative gives instructions, please identify them and their authority. The customer named in the confirmation remains responsible for payment unless we agree otherwise.
4 Information and inspection
Please provide accurate dimensions, photographs, item descriptions and details of staining, previous treatments, repairs, loose seams, unstable dyes, leaks, damp, contamination and known defects. Tell us about floor level, lifts, parking, restricted access and relevant building rules.
Tell us about allergies, sensitivities, children, pets and any particular product or religious-cleaning requirements before booking. We will explain whether we can accommodate them; no medical, allergen-free or religious certification is included unless specifically agreed and supported.
Photographs cannot establish every fibre, dye or backing condition. We may need an on-site or workshop inspection and suitable tests before confirming the method. Tests reduce uncertainty but cannot reveal every hidden condition. We remain responsible for choosing and carrying out suitable work with reasonable care and skill.
5 Prices and additional work
Website prices described as “from” are starting prices. Your quotation depends on the agreed items, size, material, condition, treatment and access. Consumer prices include VAT where chargeable and other unavoidable charges that can be calculated in advance. Where a cost cannot reasonably be calculated, we explain its basis before booking.
Our standard minimum booking charge is £75 per visit unless a different minimum or package is expressly agreed before booking. When heavy professional cleaning equipment must be carried upstairs without a lift, the standard handling charge is £10 per floor above ground level, capped at £25 per visit, where applicable and disclosed in your quotation.
Please arrange suitable lawful parking. Any parking, congestion, ULEZ, collection, delivery, key-collection or out-of-hours charge must be included in the quote or its calculation basis disclosed and agreed before the booking. If a package expressly includes a cost, we will not charge it again. You are not responsible for parking penalties caused by our unlawful parking.
If inspection reveals materially different dimensions, materials, conditions or work, we will explain the proposed change and obtain your agreement to any revised price before that work begins. You may decline the additional work. We will agree whether the original scope can safely proceed or the booking should end. No unagreed treatment fee is payable. A separately agreed inspection or attendance fee may apply, subject to cancellation rights and section 14.
6 Appointments and access
We normally provide an estimated two-hour arrival window. This is an arrival window, not the duration of the work. Traffic, building access and earlier jobs can affect arrival; we will make reasonable efforts to keep you informed. Tell us before booking if a fixed completion deadline is essential, so we can confirm whether we can commit to it.
Please provide access throughout the agreed window, a responsible adult or authorised representative, and safe access to the work area. Tell us about concierge permissions, contractor registration, alarms and parking restrictions. Where needed for the agreed work, provide safe electricity, water and drainage access.
If a material delay makes the appointment unsuitable, contact us to discuss a practical alternative or cancellation of unperformed work. Your rights concerning an agreed deadline, unreasonable delay or our failure to perform remain unaffected.
7 Preparation and safe working
Before attendance, remove small belongings, breakables and valuables from the work area. Heavy, fragile, fixed or electrically connected furniture is moved only where specifically agreed and safe. We clean accessible areas included in the booking; concealed areas beneath unmoved furniture are excluded unless agreed.
Keep children, pets and other people clear of equipment, hoses, chemicals and wet areas. Tell us about infestations, sharps, bodily fluids, hazardous substances or other unusual risks. Routine cleaning does not include pest control, hazardous-material removal or specialist mould remediation unless expressly agreed.
We may stop or decline work if conditions are unsafe or people behave abusively or threateningly. We will explain why and discuss alternatives where practical. Any charge must reflect lawful, reasonable loss or agreed work actually performed, rather than an automatic full-service fee.
8 Cleaning results and textile condition
We provide the agreed service with reasonable care and skill. Cleaning can improve soil, staining and odour but cannot restore every item to new condition. Results depend on fibre, dyes, construction, wear, contamination and previous treatments. We will discuss significant identifiable limitations before proceeding.
Some marks are permanent changes, including dye loss, bleaching, burns, fading, abrasion and chemical damage. Cleaning cannot replace missing colour or fibres. Soil removal may reveal existing wear, fading, old repairs or colour differences that were previously less visible. Photographs and examples of other jobs do not guarantee an identical result for your item.
Stains can reappear as material dries because contamination moves from deeper layers to the surface. Odours may remain or return where contamination extends into underlay, backing, foam, filling, flooring or an untreated source. Additional treatment, replacement or another specialist may be needed. We assess whether further work is part of correcting our service or a separately quoted treatment.
Spot treatment covers the agreed local area. It may leave a cleaner-looking area against surrounding soil. We will explain where a larger clean is advisable. We do not promise that every stain, microorganism, allergen or chemical residue will be removed, and do not provide laboratory certification unless expressly agreed.
9 Delicate rugs and workshop services
Natural fibres, viscose, silk, unstable dyes, weak backing, deteriorated adhesives, previous repairs and age-related weakness can require special precautions. Possible issues include dye movement, shrinkage, pile or sheen changes, browning, texture changes and separation of weakened backing. We will explain material risks identified during assessment and may recommend a different method or decline work.
A disclosed risk is not permission for careless work and does not release us from responsibility for damage caused by our breach of contract or negligence. If a significant unexpected issue appears, we will stop where safe, protect the item and seek further instructions before additional treatment.
For workshop orders, we record the items collected and relevant visible condition. Please identify particularly valuable items, restoration history and any supporting valuation so we can assess whether we can accept them and whether additional arrangements are needed. We will not impose an undisclosed value limit after accepting an item.
The cleaning process may include dust removal, pre-treatment, washing, rinsing, extraction and controlled drying, as suitable. Centrifugal extraction is used only where appropriate to the item’s construction and condition; it is not automatically suitable for every rug.
We confirm an estimated return period for each order after assessment and advise you of material changes. Additional treatment, testing, drying or repair may extend it. If we decline the proposed treatment after inspection, we will explain return arrangements and any inspection or transport charge expressly agreed beforehand; no cleaning charge is payable for cleaning not performed.
Cleaning does not automatically include cutting, adhesive application, backing replacement, fringe repair, dyeing or other alterations. We obtain specific agreement to such work, including its purpose, expected appearance and known limitations. Any emergency protective step without prior contact is limited to what is reasonably necessary to prevent imminent further damage; we will inform you promptly.
We remain responsible for reasonable care while an item is in our custody or being transported by us or someone we engage. We arrange return to you or an authorised recipient. Unattended delivery requires explicit instructions and an agreed safe location; it does not excuse incorrect delivery, inadequate packaging or our negligence. An item does not automatically become our property if uncollected. Any eventual sale or disposal will follow applicable law and required notices.
10 Upholstery mattresses and leather
We assess the fabric or finish, seams, backing, filling, care information and previous treatments. The agreed scope must state which sides, cushions and components are included. Removable covers are not automatically suitable for machine washing or cleaning separately.
Velvet, bouclé, chenille, linen, viscose and similar fabrics may need controlled moisture and careful pile grooming. Existing pile distortion, crushing or wear may remain visible. We select suitable pressure, tools and products; expected material characteristics do not excuse avoidable tool marks, excessive wetting or other damage caused by improper technique.
Leather work is accepted only by specific agreement. Cleaning and conditioning do not automatically include recolouring, coating replacement or repair of cracking, peeling or damaged finishes. Suede, nubuck and aniline finishes require separate assessment.
Mattress or headboard cleaning does not necessarily reach contamination inside the filling. Treatment does not certify removal of all allergens or pests. A mattress must dry fully before bedding is replaced or it is slept on.
11 Carpet and rug repairs
Before repair we agree the method, location, materials, expected appearance and scope. Patching may require a larger section than the visible damage to reach sound material, align the pattern and secure the repair. We obtain approval before cutting or taking donor carpet.
The proposed donor location, approximate size and how that location will be left must be agreed before removal. Restoring a cupboard or other donor area is included only where expressly agreed. Any goodwill work will be described clearly and must still be performed with reasonable care and skill.
The appropriate method may involve stitching, seam tape, adhesive, backing support, stretching or a combination. We will explain the selected method; not every repair involves stitching around the full perimeter. We do not promise an invisible repair. Differences in colour, pile direction, height, pattern, fading and wear may remain noticeable.
We provide appropriate curing and settling instructions. Settling time is not a guarantee that visible joins will disappear. Loose edges, detached material or unsafe fitting should be reported promptly and assessed rather than attributed automatically to settling.
Stretching and refitting depend on backing, grippers, available material, furniture and installation condition. We may recommend clearing a room or arranging a separate appointment. Rug reweaving, fringe work and colour restoration are quoted individually; a perfect factory or original-age match is not guaranteed. No repair guarantees landlord approval, deposit recovery or insurer acceptance.
12 Protection drying and aftercare
Fibre protector, deodoriser and conditioning treatments are included only where stated. Protection may improve resistance but does not make an item stain-proof or prevent every future mark.
Drying times are estimates unless a specific commitment is agreed. They depend on fibre, thickness, moisture, ventilation, temperature and humidity. Follow the instructions given for your item, ventilate safely, and avoid normal use until sufficiently dry. Keep children and pets away from damp treated surfaces and follow any product-specific precautions.
Do not replace bedding, rugs, protective coverings or furniture in a way that traps moisture or transfers colour. Leave furniture tabs or blocks in place for the advised period. Tell us promptly if drying takes materially longer than advised. Our responsibilities for suitable moisture control and extraction remain unaffected by your aftercare responsibilities.
13 Payment and invoice queries
Your confirmation states any deposit, payment method and due date. Unless a different arrangement is agreed, payment is due on completion; for workshop work, payment timing is agreed before collection. Business credit terms must be agreed in writing. Deposits are credited against the price and are subject to the cancellation and refund provisions below.
If you dispute an invoice, tell us promptly which amount and why, and pay any undisputed amount when due. We will investigate in good faith. Nothing here requires payment of a disputed amount where you have a legal right to withhold it or make a deduction.
For qualifying overdue business debts, we may claim statutory interest and recovery compensation under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. These commercial-debt provisions do not apply to consumers. We do not impose an automatic percentage debt-collection surcharge. Court fees or other recovery costs are recoverable only where legally permitted or awarded.
14 Consumer cancellation rights
If you are a consumer booking at a distance, including online, by phone, email or WhatsApp, or entering an eligible contract away from our business premises, you normally have a legal right to cancel without giving a reason. The cancellation period ends 14 days after the day the contract is made. Where the law extends that period because required information was not provided, the extended right applies.
You can cancel by any clear statement using our contact details in section 1. You may use the form below but do not have to. Sending your cancellation before the deadline is sufficient. We will acknowledge cancellations received electronically in a form you can save.
If you want work, including an agreed collection service, to start during this period, we will obtain your express request before starting and your acknowledgement that the right to cancel ends once the service is fully performed. An early appointment alone is not treated as that acknowledgement. For an off-premises booking, your request must be recorded in a durable medium such as email or WhatsApp.
If you cancel after work has started at your express request, you pay only the proportionate price for services supplied up to cancellation, where the required information and consent have been provided. We will explain any collection and return arrangements. We do not apply a separate late-cancellation penalty when you validly exercise this statutory right.
If work has not started, cancellation during this period is normally refunded in full. Any legally permitted payment for work already supplied is deducted. We make statutory cancellation refunds without undue delay and within 14 days after being informed, using your original payment method unless you expressly agree otherwise, without a refund fee.
15 Other cancellations rescheduling and failed access
Outside a statutory cancellation right, you may cancel or request a change without a cancellation fee by giving at least 48 calendar hours’ notice before the start of the arrival window or agreed collection time. Changes depend on availability.
For less notice, failed access or inability to proceed caused by information or preparation you were reasonably required to provide, we may seek a reasonable charge reflecting our actual net loss. We take account of costs saved, replacement bookings and reasonable steps to reduce loss. The charge will not exceed the agreed booking price, will be explained on request and will not duplicate work already charged. Deposits are not automatically forfeited.
If we cancel or cannot perform the agreed work, we will offer a suitable alternative or refund payments for unperformed services. If part has been performed, we will assess a fair adjustment, including whether the part is of useful value to you. We remain responsible for any further remedy the law requires. No fee is payable merely because we arrive and then decline work for reasons that should reasonably have been identified by us beforehand.
16 Concerns follow up and remedies
Please inspect the work where practical and tell us about concerns as soon as reasonably possible. For workshop items, this means after return. Photographs and a description help us investigate. You can contact us by email, telephone or WhatsApp; we may ask you to confirm details in writing.
Our additional aftercare offer applies to concerns reported within 48 hours of completion or return. Where suitable, we will arrange a free assessment or localised follow-up treatment, aiming for a visit within seven days. Timing depends on safe treatment and reasonable availability. The offer does not promise removal of permanent stains or correction of pre-existing damage.
The 48-hour period is not a legal deadline for complaints or damage claims. Failure to report within it, absence at the final inspection, signing a completion note or paying the invoice does not remove statutory rights or automatically establish that work was satisfactory.
Where our service fails to meet the contract, a consumer may be entitled to repeat performance at our cost within a reasonable time and without significant inconvenience. Where this is impossible or is not provided as legally required, an appropriate price reduction, potentially up to the full price, may be due. Other legal remedies remain available. Agreed statutory price-reduction refunds are made within 14 days, without a fee.
Please give us a reasonable opportunity to inspect and put matters right where appropriate. Before non-urgent third-party alteration or disposal, contact us and preserve relevant evidence where reasonably possible. This does not prevent necessary emergency action, impose an absolute requirement to accept another visit, or remove legal rights if access is reasonably refused or repeat work is unsuitable.
We aim to acknowledge complaints within two working days and provide an initial substantive response within ten working days, or explain the investigation timetable. If unresolved, we will explain our final position and provide information about an appropriate approved alternative dispute resolution body and whether we are willing or required to use it, as applicable. You remain free to seek independent advice or use the courts.
17 Responsibility and insurance
We are responsible for loss or damage caused by our failure to exercise reasonable care and skill, negligence or other breach of contract. For consumers, this includes reasonably foreseeable loss resulting from that failure. An item’s existing age and condition are relevant when assessing a remedy; they are not a blanket defence to damage we cause.
We are not responsible for a pre-existing defect or an outcome caused solely by factors outside our responsibility where we have performed the contract with reasonable care and skill. Any assessment must consider our inspection, method and advice. We do not automatically attribute every post-cleaning issue to an inherent risk.
We may use suitably selected employees, subcontractors or workshops. Where your contract is with us, we remain responsible for its performance. Insurance arrangements do not replace your rights against us or make a valid claim dependent on an insurer accepting it.
Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any responsibility that cannot lawfully be excluded or limited. We do not cap consumer property-damage claims automatically at the cleaning fee. A business liability limitation applies only if separately and expressly agreed in writing and legally enforceable; this website page does not introduce one.
18 Records privacy and website use
We may keep proportionate job records, communications and photographs to assess work, document condition and handle complaints. We will explain relevant recording practices and process personal data in accordance with applicable data-protection law and our separate Privacy Notice. These terms do not grant unrestricted marketing rights over photographs of your home or possessions. Any consent needed for promotional use will be requested separately.
Website guides provide general information; suitability depends on the item and circumstances. They do not replace an assessment for delicate or damaged textiles. Nothing in this statement removes responsibility for information that forms part of your contract or for misleading statements.
Our website content and branding are protected by applicable intellectual-property law. You may use the website for lawful enquiries and bookings. Third-party links do not by themselves form part of your service contract.
19 General terms and law
Neither party loses a right merely by delaying its exercise. If a term cannot lawfully be enforced, the remaining provisions continue where possible. Nobody else has a right to enforce this contract unless the law provides otherwise.
These terms are governed by the law of England and Wales. Consumer customers retain mandatory protections and court rights available under the law applicable to them, including the right to bring proceedings in their home part of the UK where applicable. Business disputes are subject to the courts of England and Wales unless otherwise agreed.
Optional consumer cancellation form
To HI CARPET CLEANER LTD, Matrix Business Centre, 167 Station Road, Edgware, Middlesex, HA8 7JU; info@hicarpetcleaner.com.
I/We give notice that I/we cancel my/our contract for the following service:
Service and booking reference: ____________________
Date ordered: ____________________
Customer name: ____________________
Customer address: ____________________
Date: ____________________
Signature, only if submitted on paper: ____________________
