Shepherds Bush Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Shepherds Bush Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and us.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company booking or receiving the services.
Services means any carpet, rug, upholstery, soft furnishing, hard floor or related cleaning or treatment service provided by us.
Premises means the property or location where the services are to be carried out.
Technician means any operative, contractor or employee engaged by us to perform the services.
Agreement means the contract between the Customer and us for the supply of services, incorporating these Terms and Conditions.
2. Scope of Services
We provide domestic and commercial carpet cleaning and related services within our designated service area in and around Shepherds Bush and the wider London region. The exact services to be provided will be confirmed at the time of booking, in writing or verbally, and may include one or more of the following: carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, odour treatment, end of tenancy carpet cleaning and related services.
All services are subject to availability, suitability of access to the premises, and the condition of the items to be cleaned. We reserve the right to decline or discontinue any service where, in our reasonable opinion, it would be unsafe, impractical, or likely to cause damage.
3. Booking Process
Bookings may be made by the Customer through our online or telephone booking systems or by any other method we make available from time to time. When making a booking, the Customer must provide accurate and complete information, including the address of the premises, type and approximate size of the areas or items to be cleaned, any known stains or damage, access details and any parking restrictions.
A booking is not confirmed until we have accepted it and provided a booking confirmation. We may request additional information or clarification before accepting a booking. We reserve the right to decline any booking at our discretion.
The Customer is responsible for ensuring that any person making a booking on their behalf is authorised to do so and has read and accepted these Terms and Conditions.
4. Access and Customer Responsibilities
The Customer must ensure that our technician can access the premises at the agreed time. This includes providing accurate directions, arranging keys or entry codes where required, and ensuring that someone is present to grant access if necessary.
The Customer must ensure that the premises are in a suitable condition for the services to be carried out, including:
Removing small items, valuables and fragile objects from the areas to be cleaned.
Securing pets and ensuring children are kept away from work areas and cleaning equipment.
Informing the technician of any existing damage, loose fittings, frayed carpets, or other issues that may affect the services.
If access is not available at the agreed time, or if the technician cannot safely or reasonably carry out the services due to the condition of the premises or items, we may treat the visit as a late cancellation and apply the relevant charges.
5. Parking and Congestion Charges
The Customer is responsible for providing or arranging suitable parking for the duration of the visit, as close as reasonably possible to the premises. Where parking fees, congestion charges or similar costs are incurred in order to attend the premises, these may be charged to the Customer in addition to the service fee, as advised at the time of booking or following the appointment.
6. Pricing and Quotations
Prices for services are usually quoted based on the information provided by the Customer, such as the number and size of rooms, items, and the general condition of the carpets or upholstery. All quotations are given in good faith but are estimates only and may be subject to adjustment if the actual work required differs materially from what was described.
We will inform the Customer as soon as practicable if an adjustment to the quotation is necessary. Where the Customer does not agree to any revised price, we reserve the right not to proceed with the service, in which case a call-out or cancellation fee may apply to cover our costs.
Unless otherwise stated, all prices are exclusive of any applicable taxes or surcharges, which will be added to the invoice where required by law.
7. Payment Terms
Payment is due in accordance with the payment method agreed at the time of booking. We may require full or partial payment in advance to secure a booking, especially for larger or commercial jobs.
For domestic customers, payment is normally due on completion of the service, unless otherwise agreed in writing. For commercial customers, payment terms will be as agreed in advance, typically within a specified number of days from the date of invoice.
We accept the payment methods that we make available from time to time, which may include cash, card payments, bank transfers or other electronic methods. The Customer is responsible for ensuring that payment is made in full and on time.
Where payment is not received by the due date, we reserve the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in pursuing late payment, including debt recovery and legal costs.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving us reasonable notice before the scheduled appointment time. Our standard minimum notice period for cancellation or rescheduling is 24 hours before the start of the appointment, unless otherwise stated at the time of booking.
If the Customer cancels or reschedules with less than the required notice period, we may charge a late cancellation fee, which will usually be a proportion of the agreed service price or a fixed call-out fee, as notified to the Customer.
If our technician is unable to gain access to the premises at the agreed time, or if the Customer is not present where required and no alternative access arrangement has been made, we may treat this as a late cancellation and the applicable fee may be charged.
We reserve the right to cancel or reschedule a booking if circumstances beyond our control make it impossible or unsafe to attend the premises, including severe weather, transport disruption, illness, equipment failure or emergencies. In such cases, we will aim to give as much notice as practicable and will offer an alternative appointment. We will not be liable for any losses resulting from such cancellations or rescheduling.
9. Service Limitations and Results
While we will use reasonable care and skill in providing the services, the outcome of cleaning can be influenced by a variety of factors including the age and type of carpet or fabric, pre-existing stains, wear and tear, previous cleaning or treatment methods, and the nature of any spills or damage.
We cannot guarantee that all stains, marks or odours will be completely removed, or that items will be restored to their original condition. Where we reasonably believe that further treatment may risk damage to the item, we may decline to continue or may advise that the stain or damage is permanent.
Any estimated drying times are approximate and depend on ventilation, temperature, humidity, and the nature of the materials cleaned. The Customer is responsible for ensuring adequate ventilation and for following any aftercare guidance provided by the technician.
10. Customer Property and Preparation
The Customer should remove any valuable, fragile or easily damaged items from areas where services are to be carried out. While our technicians take reasonable care, we cannot be held responsible for items left in vulnerable positions or for pre-existing damage that may become more visible after cleaning.
Where items cannot be moved by a single technician safely and without risk of damage, we may clean around them only. The movement of heavy furniture, electrical equipment or delicate fixtures is the responsibility of the Customer unless otherwise agreed in advance.
11. Liability and Limitations
We will exercise reasonable care and skill in performing the services and in handling the Customer's property. Our liability for any loss or damage arising from our services shall be limited as follows.
We will not be liable for any loss, damage or deterioration caused by:
Pre-existing defects, wear, fading, colour loss, shrinkage, or damage to carpets, fabrics or other materials.
Failure to follow care labels or manufacturer instructions, where these were not made known to us before the service.
The use of cleaning agents or treatments that were reasonably necessary or appropriate, having regard to the information available and the condition of the item.
Any indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of use of the premises or items.
Our total liability for any claim arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the lower of the cost of re-cleaning the affected area or item, or the direct cost of repair or replacement, up to a maximum amount equal to the total fee paid or payable for the services in question.
Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by law.
12. Complaints and Claims
If the Customer is dissatisfied with any aspect of the services, they must notify us as soon as reasonably practicable, ideally within 48 hours of completion. We may request photographic evidence and, where appropriate, arrange an inspection or a return visit to assess and, if possible, rectify the issue.
Any claim for damage or loss must be reported promptly, with full details of the alleged damage, supporting evidence, and proof of value where relevant. Failure to report issues within a reasonable time may affect our ability to investigate and, where appropriate, resolve the matter.
13. Health, Safety and Environmental Compliance
Our technicians will follow reasonable health and safety practices while on the premises and will use cleaning products and equipment in accordance with manufacturer instructions and applicable regulations.
The Customer must inform us in advance of any health or safety risks at the premises, including hazardous materials, restricted areas, or equipment that may present a danger. The Customer must also inform us of any allergies or sensitivities that may be affected by cleaning products.
14. Waste Handling and Regulations
In the course of providing services, some waste may be generated, such as used cleaning solutions, extracted dirt and debris, disposable materials or packaging. We handle such waste in compliance with relevant UK waste and environmental regulations.
Where waste is removed from the premises by us, we will dispose of it through appropriate channels, in accordance with our obligations as a waste producer and carrier, where applicable. Certain types of waste, including hazardous or regulated materials, cannot be handled or removed by us unless specifically agreed in writing and subject to any additional charges and regulatory requirements.
The Customer remains responsible for any pre-existing waste, contamination, or hazardous materials at the premises. We reserve the right to suspend or refuse services where, in our reasonable opinion, the presence of waste or hazardous substances would pose an unacceptable risk.
15. Data Protection and Privacy
We may collect and process personal data about the Customer for the purposes of handling enquiries, making and managing bookings, providing services, handling payments, and dealing with complaints or queries. We will handle such data in accordance with applicable UK data protection laws.
Personal data will only be shared with third parties where necessary for us to provide the services, process payments, or meet our legal or regulatory obligations, or where the Customer has given consent. We will take reasonable steps to keep personal data secure and to prevent unauthorised access or disclosure.
16. Force Majeure
We shall not be liable for any delay or failure to perform our obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, fire, flooding, acts of terrorism, war, civil unrest, transport disruption, power failure, equipment breakdown, strikes or industrial disputes.
17. Changes to Terms and Conditions
We may update or amend these Terms and Conditions from time to time to reflect changes in our services, applicable laws or regulatory requirements, or for other valid reasons. The latest version will apply to any new booking made after the updated Terms and Conditions come into effect.
Where changes materially affect existing bookings, we will aim to notify affected Customers in advance, using the contact details provided at the time of booking.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the services.
19. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy. No single or partial exercise of any right or remedy shall prevent any further exercise of that or any other right or remedy.
The Agreement is between us and the Customer. No other person shall have any rights to enforce any of its terms. The Customer may not transfer or assign their rights or obligations under the Agreement without our prior written consent.