Terms and Conditions for Carpet Cleaners Shepherdsbush
These Terms and Conditions set out the basis on which Carpet Cleaners Shepherdsbush 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 these terms. They are designed to be clear, fair, and practical, and they apply to all standard carpet cleaning, stain treatment, upholstery cleaning, and related services supplied under the Shepherdsbush carpet cleaners service offering. Please read them carefully before placing a booking.
In these terms, “we”, “us”, and “our” refer to the service provider trading as Carpet Cleaners Shepherdsbush, and “you” or “the customer” refer to the person, business, landlord, tenant, or authorised representative placing the booking. These terms apply whether the job is booked online, by phone, by email, or through any other accepted booking method. Any special conditions agreed in writing alongside the booking will form part of the contract, provided they do not conflict with mandatory UK consumer law.
We reserve the right to refuse, suspend, or cancel a service where access is unsafe, where the property conditions make cleaning impractical, or where a request falls outside the scope of our normal carpet cleaning services. Our aim is to provide a professional and efficient Carpet Cleaners Shepherdsbush experience while maintaining transparent service standards and lawful working practices.
1. Booking Process
Bookings are accepted subject to availability and confirmation by us. A booking request does not create a binding agreement until we have acknowledged the appointment and, where required, received any deposit or pre-authorisation. The booking process may include details such as the service type, number of rooms or items, preferred date, access requirements, parking arrangements, and any known stain, odour, or fabric concerns. You are responsible for ensuring that all information provided is accurate and complete.
At the time of booking, we may provide an estimated duration and indicative price based on the information supplied. These estimates are not fixed quotations unless expressly stated. If, on arrival, the actual condition, size, or quantity of items differs from the booking description, we may revise the price or the scope of work before starting. Examples include heavily soiled carpets, additional rooms, restricted access, or the need for specialist treatments that were not included originally. Any change will be explained to you where reasonably practicable.
We will agree a service window or arrival period rather than a guaranteed minute-by-minute arrival time. While we make every effort to attend within the agreed period, delays can occur due to traffic, weather, prior jobs, or circumstances beyond our control. If we expect a significant delay, we will try to inform you in reasonable time. You must ensure that an adult authorised to approve the work is present at the property, or that alternative written authority has been given in advance.
You are responsible for preparing the property for cleaning. This includes moving personal valuables, fragile objects, and items that are not suitable for relocation by our operatives. Unless specifically agreed, we do not move furniture that is too heavy, built-in, connected to utilities, or likely to cause damage when moved. Where furniture movement is requested, it may be treated as an additional service and may not be included in the base price of a Carpet Cleaners Shepherdsbush appointment.
2. Payments
Payment terms will be confirmed at booking or on the invoice. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept payment by bank transfer, debit card, credit card, or another approved method. For some commercial accounts, we may agree different payment terms in writing. We do not accept responsibility for delays caused by late payment, failed transfers, chargebacks, or insufficient funds.
Prices may be shown as estimates, fixed fees, or itemised charges depending on the service requested. All prices are stated in pounds sterling and may include VAT where applicable. If VAT is chargeable, this will be made clear at the point of sale or on the invoice. Additional fees may apply where parking is payable, access is difficult, a congestion charge applies, or extra labour, equipment, or specialist products are required to complete the work safely and properly.
If payment is not made when due, we may charge reasonable late payment interest and recovery costs to the extent permitted by law, especially for business customers. For consumer customers, any late payment charges will be limited to what is legally enforceable and clearly disclosed. We also reserve the right to suspend further bookings or services until outstanding sums are settled. Title to any materials or products supplied remains with us until full payment has been received.
3. Cancellations, Rescheduling, and Access
Cancellations should be made as soon as possible. If you cancel more than 24 hours before the appointment, no cancellation fee will usually apply unless we have specifically reserved specialist equipment, products, or labour for your job. If you cancel within 24 hours of the appointment, or fail to provide access at the agreed time, we may charge a reasonable cancellation or call-out fee to cover lost time and expenses. This fee will be proportionate and consistent with applicable consumer law.
You may request to reschedule instead of cancelling. We will do our best to offer an alternative appointment, but rescheduling remains subject to availability. If repeated changes are requested, or if access is repeatedly refused or delayed, we may treat the booking as cancelled by you and apply the same rules. Where access is blocked by parking restrictions, locked premises, incorrect keys, or other avoidable issues, we may charge for wasted attendance where reasonable.
If we need to cancel or rearrange a booking due to illness, equipment failure, unsafe conditions, extreme weather, or another event beyond our reasonable control, we will notify you as soon as reasonably possible and offer an alternative date or refund any prepaid amount for the affected service. We are not liable for indirect losses arising solely from a rescheduled appointment, provided we have acted reasonably and in accordance with the law.
Where a service is cancelled after work has begun, you will be liable for the proportion of the service already performed and for any materials used. If a customer asks us to stop the work early, we may still charge for the time, travel, and consumables already committed. This is especially relevant where a carpet cleaning service in Shepherdsbush has been tailored to stain removal, deodorising, or protective treatment and those products have already been applied.
4. Service Standards and Customer Obligations
We will use reasonable skill and care in providing our services, and we will take reasonable steps to protect your property while working. However, you must ensure the area is suitable for carpet cleaning before we begin. This includes providing electricity, water where required, safe access, and accurate information about carpet fibres, previous treatments, stains, or underlying issues. If you are unsure whether a carpet is suitable for wet cleaning, you should tell us before the appointment so that we can assess the risk and decide on the appropriate method.
You must disclose any known pre-existing damage, including worn fibres, loose seams, colour loss, hidden spills, mould, or water damage. Some carpets and fabrics are delicate and may react unpredictably to cleaning solutions, heat, agitation, or moisture. While we apply professional judgement, we cannot guarantee the removal of every stain, odour, or mark. Certain stains may be permanent or may improve only partially. Similar limitations can apply to older carpets and to items that have already been treated by another cleaner or household product.
If you request the use of a particular product or cleaning method contrary to our advice, you do so at your own risk, and we may refuse the request if we believe it could cause damage or create unsafe conditions. We may also refuse to clean items that are excessively contaminated, infested, or likely to compromise hygiene, equipment, or safety. Our Carpet Cleaners Shepherdsbush team may pause or end a service if the property becomes unsafe, abusive behaviour occurs, or the customer materially breaches these terms.
5. Liability and Limitations
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. For all other claims, our liability is limited to the reasonably foreseeable direct loss or damage caused by our proven negligence or breach of contract, subject to the limitations below.
We are not responsible for loss or damage arising from matters outside our reasonable control, including but not limited to pre-existing defects, hidden structural issues, unsuitable flooring, faulty electrics, water leaks, mould, or weakened carpet backing. We will not be liable for indirect or consequential losses such as loss of profit, loss of opportunity, emotional distress, or business interruption, unless such exclusion is prohibited by law. Consumers retain all statutory rights that cannot be excluded.
Where damage is alleged, you must notify us as soon as reasonably possible and before the affected area has been altered, re-cleaned, or repaired by a third party, so that we can assess the issue fairly. We may ask for photographs, invoices, or access to inspect the item. If a claim is valid, our preferred remedy may be re-cleaning, partial refund, repair, or compensation up to the amount paid for the specific service, depending on the circumstances and the legal position. This limitation is designed to be fair and proportionate for any carpet cleaners Shepherdsbush service.
6. Waste Regulations and Environmental Compliance
We comply with applicable UK waste and environmental regulations in the handling, transport, and disposal of materials generated during carpet cleaning operations. This includes proper management of waste water, used consumables, contaminated cloths, and packaging. We will act responsibly and in a manner intended to reduce environmental impact where reasonably practicable. However, the customer remains responsible for ensuring that the property provides suitable drainage or disposal facilities where required for the service.
Waste water generated during cleaning may contain soil, detergents, and residues from the carpet or fabric being treated. Unless expressly agreed otherwise, this water must not be discharged in a way that breaches local rules, pollutes the environment, or damages drains and surfaces. We may request permission to use sinks, external drains, or other appropriate disposal points where lawful and suitable. If the property conditions prevent proper waste management, we may decline or discontinue the service.
Where the customer asks us to remove items, packaging, or debris from the premises, that service must be agreed in advance. We are not licensed waste carriers unless specifically stated in relation to a particular job or business function, and we will not remove controlled, hazardous, or illegal waste. Any items classified as special waste remain the customer’s responsibility unless a separate written arrangement is made. The customer must disclose contamination risks, including biohazards, pet waste, chemical residues, or infestations, before any Carpet Cleaners Shepherdsbush operative attends.
7. Complaints, Reperformance, and Records
We aim to resolve issues promptly and fairly. If you are dissatisfied with any aspect of the service, you should raise the matter as soon as possible after completion and provide a clear description of the concern. This helps us review the service and determine whether a follow-up visit, adjustment, or other remedy is appropriate. Complaints made long after the appointment may be harder to assess, especially where the carpet has since been used, altered, or cleaned by someone else.
Where appropriate and reasonable, we may offer a re-clean of the relevant area as a first response. This does not imply acceptance of liability. Any follow-up visit will depend on the nature of the issue, the condition of the item, and whether the customer has followed our aftercare instructions. We may decline a follow-up if the complaint relates to a limitation already explained, a pre-existing condition, or misuse after completion.
We may keep records relating to bookings, payments, before-and-after assessments, and correspondence for administrative, legal, and quality-control purposes. These records may include photographs where needed to document condition, risk, or completion. Data handling will be carried out in line with applicable UK data protection law and only for legitimate business purposes connected to the service.
If any part of these terms is found to be unlawful, void, or unenforceable, that part will be treated as severed and the remainder will continue in force. No failure or delay by us in exercising a right or remedy will operate as a waiver of that right or remedy. Any variation to these Terms and Conditions must be agreed in writing or clearly confirmed as part of the booking. These provisions apply to all Carpet Cleaners Shepherdsbush services unless a separate written contract states otherwise.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If you are a consumer, nothing in this clause affects your statutory rights under UK consumer legislation.
Carpet Cleaners Shepherdsbush operates in accordance with applicable UK law, including relevant consumer protection, contract, and waste management obligations. By booking our service, you confirm that you have read, understood, and accepted these Terms and Conditions in full.
