Terms and Conditions for Shepherds Bush Carpet Cleaners

These Terms and Conditions set out the basis on which Shepherds Bush Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the service process, payment expectations, responsibilities of both parties, and the limits of liability that apply to carpet and upholstery cleaning services. These terms should be read carefully before any appointment is confirmed.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Shepherds Bush Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or other party requesting the services. Where a property is occupied by a tenant, agent, landlord, or managing representative, the person placing the booking must ensure they have the authority to arrange the work and accept these terms on behalf of the property owner or occupier as needed.

These terms apply to all standard carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related services offered under the name Shepherds Bush carpet cleaners. Any special arrangements, written amendments, or service-specific limitations agreed before work begins will form part of the contract. If there is any conflict between a written quotation and these terms, the written quotation will take priority for the matters it covers, but the remaining terms will still apply.

1. Booking Process

Bookings are generally made after the customer provides details of the items or areas to be cleaned, the approximate size of the job, the condition of the fabric or flooring, and any relevant access information. A quotation may be provided based on the information supplied, and this quotation is usually subject to inspection on arrival if the condition of the item differs from the description given. The customer must ensure that all important information is accurate, including pet presence, contamination, heavy staining, previous cleaning attempts, and any fragility concerns.

Once a quotation is accepted, the booking will be scheduled for an agreed date and time window where possible. The customer should ensure that the property is accessible and that suitable conditions are available for the work to proceed. This includes access to water, electricity, parking arrangements if relevant, and reasonable working space around the items being cleaned. If access is delayed or not provided, the appointment may be rescheduled and a call-out or waiting charge may apply.

Customers are responsible for removing fragile items, small valuables, ornaments, and any objects that may obstruct the work area before the appointment begins. While our operatives may assist with moving lightweight furniture at their discretion, they are not required to move heavy, fixed, or unsafe items. Any request for special handling must be made in advance. If the customer fails to prepare the premises adequately, we may limit the service to what can be completed safely or may postpone the booking until conditions are suitable.

We reserve the right to refuse or amend a booking where the requested service would be unsafe, unlawful, unsuitable for the materials involved, or outside the capabilities of the equipment being used. In some cases, we may recommend alternative treatment methods or decline to treat items that are excessively delicate, water-sensitive, or at risk of colour loss. Acceptance of a booking does not guarantee the removal of all marks, odours, or contamination, particularly where the item has been damaged over time or by previous treatment.

Where a job requires inspection before work starts, the final price may be confirmed on arrival once the actual condition and scope are assessed. If the customer does not accept the revised price, no cleaning work will begin, and a reasonable attendance charge may be applied where time and travel have already been committed. By confirming a booking, the customer agrees that the final scope of work may be adjusted if material differences are discovered during inspection.

2. Payments and Pricing

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on the size of the area, the number and type of items to be cleaned, the level of soiling, the method required, or a combination of these factors. Where a quotation is given in advance, it is valid for the period stated or, if no period is stated, for a reasonable time only. We may revise prices if the customer changes the scope of work, requests additional treatment, or provides incomplete or inaccurate information that materially affects the service.

Payment is normally due upon completion of the service unless an alternative arrangement has been agreed in writing beforehand. We may accept payment by cash, bank transfer, card, or other approved methods, but availability of specific payment options is not guaranteed. If payment is required before completion, or if a deposit is requested for a larger booking, the relevant amount must be paid by the date specified to secure the appointment. Failure to pay a deposit on time may result in cancellation of the booking.

Where invoices are issued to commercial customers, landlords, agents, or organisations, payment terms will be those shown on the invoice or agreement. If no term is specified, payment is due immediately on receipt. Late payment may result in interest, debt recovery action, suspension of future bookings, and reasonable administrative charges where permitted by law. Any bank charges, transfer fees, or currency conversion costs arising from the customer’s chosen payment method remain the customer’s responsibility.

3. Cancellations, Rescheduling, and No-Shows

The customer may cancel or reschedule a booking by giving notice as early as possible. Where reasonable notice is provided, we will try to offer an alternative appointment date. However, if cancellation occurs shortly before the appointment, or if the team has already been dispatched, a cancellation fee may be charged to cover lost time, travel, and operational costs. The amount charged will be fair and proportionate to the work already committed.

If the customer is not present at the agreed time, cannot provide access, or otherwise prevents the service from starting, the booking may be treated as a no-show. In such circumstances, the full or partial booking fee may still be payable, particularly where the time slot has been reserved exclusively. We are not liable for delays caused by traffic, weather, illness, equipment issues, or other events beyond our reasonable control, but we will make reasonable efforts to notify the customer and rearrange where possible.

We may cancel or postpone a booking where adverse conditions, safety concerns, or material issues make the appointment impractical or unsafe. This may include unsafe access, electrical faults, water supply issues, severe contamination beyond the agreed service, or the discovery of items that are unsuitable for treatment. If we cancel for reasons within our control, any prepaid amount for unperformed work will normally be refunded or rescheduled, depending on the circumstances and the customer’s preference.

4. Liability and Service Limits

We take reasonable care when providing carpet cleaning services, upholstery cleaning, and related treatments, but the customer acknowledges that some risks are inherent in the cleaning process. These may include shrinkage, pile distortion, fibre blending, dye transfer, latent staining, wick-back, minor pre-existing damage becoming visible, or changes in texture and appearance after cleaning. Such outcomes may occur even when the work has been carried out properly and in accordance with accepted cleaning methods.

Our liability is limited to direct loss or damage that is proven to have been caused by our negligence or breach of contract, and only to the extent permitted by law. We do not accept liability for indirect, consequential, or economic losses, including loss of profit, loss of opportunity, or inconvenience, unless such exclusion is not allowed by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded in the United Kingdom.

The customer is responsible for informing us of any known defects, delicate fibres, colour instability, previous repairs, special finishes, or manufacturer instructions before work begins. If a manufacturer’s guidance or care label advises against wet cleaning, stain treatment, or specific chemicals, the customer must notify us. Where the customer requests that work proceed despite such warnings, they do so at their own risk, and we may require written confirmation before proceeding.

5. Waste Regulations and Site Responsibility

We aim to comply with applicable UK waste regulations and environmental obligations in the course of our operations. Waste water, extracted soils, spent cleaning materials, packaging, and any disposable consumables will be handled in a responsible manner. The customer must not require us to dispose of hazardous waste, needles, bodily fluids, asbestos-related material, illegal substances, or other controlled waste unless this has been specifically agreed in writing and can lawfully be handled by our team. If such materials are discovered, work may be stopped immediately.

Where cleaning generates waste that must be removed from the property, disposal arrangements will depend on the nature of the material and the applicable regulations. The customer agrees to disclose any contamination concerns in advance, including pet waste, biological contamination, mould, or chemical spills. If additional protective measures, specialist disposal, or separate handling are required because of the condition of the property, the customer may be charged extra. We reserve the right to refuse or discontinue any job that would expose our operatives to unlawful or unsafe waste handling.

It is the customer’s responsibility to ensure that the property is maintained in a safe condition and that any known contamination is identified before the appointment. We may require the customer to isolate, remove, or professionally address certain materials before service begins. If the customer conceals a waste-related hazard or provides inaccurate information, any resulting delay, additional cost, or loss may be charged to the customer, to the extent permitted by law.

6. Customer Obligations and Preparation

The customer must provide accurate details about the premises, the items to be cleaned, and any issues that may affect the service. This includes access restrictions, parking limitations, alarm systems, pets, children, fragile surfaces, and recently laid flooring or furnishings. The customer should also move or protect items that are likely to be affected by normal cleaning activity, including electronics, documents, and easily damaged possessions.

Any area requiring cleaning should be reasonably clear before the appointment. Although our operatives may offer practical assistance with light repositioning, they are not obligated to handle unusually heavy, fixed, or hazardous objects. If the service is delayed because preparation has not been completed, waiting time may be charged. Where the job cannot be completed due to poor preparation, we may charge for attendance and may need to rebook the service at a later date.

The customer is also responsible for ensuring that all occupants of the property are aware of the appointment and that children and pets are kept away from the work area for safety reasons. Newly cleaned surfaces may require drying time, and the customer should avoid walking on, using, or replacing items on the treated area until it is safe to do so. We do not accept responsibility for re-soiling, marking, or damage caused by premature use after cleaning.

7. Complaints, Reinspection, and Disputes

If the customer is dissatisfied with any aspect of the work, they should raise the concern as soon as reasonably possible after the service is completed. This allows us to review the issue, inspect the relevant area, and determine whether any follow-up action is appropriate. In many cases, a reinspection or corrective visit may resolve the matter, provided the complaint relates to a service issue rather than normal limitations of the cleaning process.

Complaints must be made in good faith and supported by relevant details, including photographs where appropriate. We will not be responsible for changes caused by subsequent use, accidental damage, third-party interference, or unsuitable aftercare. If a claim is found to relate to a pre-existing condition or a known limitation of the fabric or material, no further action may be required on our part. Any goodwill remedy offered will not constitute an admission of liability.

Where a dispute cannot be resolved informally, the parties should attempt to settle the matter reasonably before taking legal action. Nothing in these terms prevents either party from seeking advice or enforcing rights through the courts where necessary. Any waiver, delay, or partial remedy does not prevent us from relying on our rights under these terms at a later date.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by Shepherds Bush 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, except where a mandatory legal provision provides otherwise.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as separate and the remaining provisions shall continue in full force and effect. No failure or delay by us in enforcing any provision shall be taken as a waiver of our rights. These terms represent the complete understanding between the customer and Shepherds Bush Carpet Cleaners regarding the service, unless a written amendment has been agreed by both parties.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. They also confirm that they have authority to arrange the service at the relevant property and that all information supplied to us is accurate to the best of their knowledge. The customer is encouraged to retain a copy of these terms for reference throughout the booking and service process.