Terms And Conditions

Carpet Cleaners Shoreditch Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Shoreditch provides carpet, rug, upholstery and related cleaning services to residential and commercial customers within its service area. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.

Please read these Terms and Conditions carefully before placing a booking. If you do not agree with any part of these terms, you should not proceed with a booking or use our services.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means the person, firm or company who requests or receives the services from Carpet Cleaners Shoreditch.

Company, we, us or our means Carpet Cleaners Shoreditch, the provider of the cleaning services.

Services means any carpet, rug, upholstery, soft furnishing, stain treatment, end of tenancy, or related cleaning services provided by the Company.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed request by the Customer for the Company to provide Services at a specified time and location.

2. Scope of Services

2.1 The Company provides professional carpet and related cleaning services within its defined service area. Availability of services may vary depending on location, property type and access.

2.2 The exact scope of the Services for each Booking will be as agreed with the Customer during the booking process, based on the information provided by the Customer.

2.3 The Company reserves the right to decline or cancel a Booking where the Premises are unsafe, inaccessible, or where the work requested falls outside the Companys reasonable capability or standard service offering.

3. Booking Process

3.1 Bookings may be made by the Customer through the Companys approved booking channels as communicated on its website or promotional materials.

3.2 When making a Booking, the Customer must provide accurate information, including but not limited to:

3.2.1 The full address of the Premises and details of access.

3.2.2 The type and approximate size or number of items or areas to be cleaned.

3.2.3 Any known stains, damage, heavy soiling, infestation, or particular conditions that may affect the Services.

3.2.4 Any restrictions such as parking, building access requirements, or time limitations.

3.3 The Company may provide an estimated quote based on the information supplied. All quotes are given in good faith but may be subject to change if the information provided by the Customer is incomplete or inaccurate, or if on arrival the work required differs from that described at the time of booking.

3.4 A Booking is considered confirmed only when the Company has accepted the request and, where required, the Customer has provided any requested deposit or payment details.

3.5 The Customer must ensure that a responsible adult is present at the Premises at the start and end of the Service appointment, unless expressly agreed otherwise with the Company.

4. Access, Parking and Preparation

4.1 The Customer must ensure that the Companys operatives have safe and appropriate access to the Premises at the agreed time, including any necessary entry codes, keys, permits or passes.

4.2 The Customer is responsible for providing or arranging suitable parking for the Companys vehicle. Any parking charges, permits or fines incurred as a result of inadequate information or arrangements may be charged to the Customer.

4.3 The Customer should ensure that the areas to be cleaned are reasonably clear of personal items, small furniture, fragile objects and other obstructions before the appointment, unless otherwise agreed.

4.4 The Company reserves the right to refuse or suspend Services if the Premises are deemed unsafe, unsanitary, or inaccessible, and any such visit may be chargeable as a callout at the Companys discretion.

5. Prices, Quotes and Payments

5.1 Prices for Services are as communicated to the Customer during the booking process and may be determined by room size, item quantity, type of material, level of soiling, access conditions and other relevant factors.

5.2 Any quote provided prior to the visit is an estimate based on the information given by the Customer. The final price may be adjusted on site if the actual work required differs from the description, including but not limited to:

5.2.1 Larger areas or additional rooms or items than initially specified.

5.2.2 Excessive soiling, staining, pet damage or odours not previously disclosed.

5.2.3 Additional treatments requested on the day, such as stain protection or deodorising.

5.3 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the appointment.

5.4 The Company accepts the payment methods communicated from time to time on its website or during the booking process. The Customer is responsible for ensuring that payment can be made by an accepted method at the time payment falls due.

5.5 For certain Bookings, the Company may require a deposit or pre-authorisation prior to attendance. Deposits are non-refundable except where the Company cancels the Booking without fault on the part of the Customer.

5.6 Invoices, where issued, are payable by the due date stated. The Company reserves the right to charge interest and reasonable administration fees on overdue amounts in accordance with applicable UK law.

6. Cancellations, Rescheduling and No-Show

6.1 The Customer may cancel or reschedule a Booking by giving the Company reasonable notice through the same or another agreed communication channel used to make the Booking.

6.2 The Company operates a cancellation policy which may include charges for late cancellations or rescheduling. Unless otherwise stated:

6.2.1 Cancellations or rescheduling requests made more than 24 hours before the scheduled appointment time will usually incur no charge.

6.2.2 Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment time may be subject to a cancellation fee up to a reasonable proportion of the quoted service price or any deposit paid.

6.2.3 If the Customer fails to provide access to the Premises at the scheduled time or is not present where required, the Company may treat this as a late cancellation and charge a fee, which may include travel time and costs.

6.3 The Company will use reasonable endeavours to attend at the agreed time, but times are approximate and may be affected by traffic, weather, or other circumstances beyond the Companys control.

6.4 If the Company needs to cancel or reschedule a Booking, it will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect loss or expense arising from such cancellation or rescheduling.

7. Customer Obligations and Fair Use

7.1 The Customer must:

7.1.1 Provide accurate information at the time of booking and promptly update the Company if circumstances change.

7.1.2 Secure all valuables, fragile items and personal belongings prior to the commencement of Services.

7.1.3 Inform the Company of any known issues with carpets, rugs, upholstery or flooring, including pre-existing damage, colour instability, previous cleaning treatments, or manufacturer guidance.

7.1.4 Ensure pets and children are kept away from the work area and equipment while Services are being carried out and until carpets or furnishings are fully dry.

7.2 The Company operates a fair use policy and expects Customers to treat operatives respectfully. Abusive, threatening, or inappropriate behaviour may result in immediate termination of the Service without refund.

8. Service Delivery and Limitations

8.1 The Company will provide the Services with reasonable care and skill, using products and equipment appropriate for professional cleaning of carpets and upholstery.

8.2 While the Company will make reasonable efforts to remove stains and odours, no guarantee can be given that all stains, marks or odours will be completely removed. Success depends on factors such as the nature and age of the stain, type of fibre, prior treatments, and general condition.

8.3 The Customer acknowledges that:

8.3.1 Certain stains, including but not limited to dye-based stains, permanent markers, paint and some pet stains, may be permanent.

8.3.2 Some materials and dyes are not fully stable and may react unpredictably to cleaning solutions, even when tested.

8.3.3 Shrinkage, pile distortion or minor texture changes may occasionally occur, especially with natural fibres or where carpets and fabrics are worn or poorly fitted.

8.4 The Company will carry out reasonable pre-treatment tests where appropriate, but is not responsible for inherent weaknesses in materials, faulty installation, or damage caused by previous cleaning or treatment by third parties.

9. Liability and Limitations

9.1 Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, fraud, or any other matter which cannot be excluded under UK law.

9.2 Subject to clause 9.1, the Company shall not be liable for:

9.2.1 Any indirect, special, or consequential loss or damage, including loss of income, profit, contracts, goodwill or opportunity.

9.2.2 Any loss or damage arising from inaccurate or incomplete information provided by the Customer.

9.2.3 Any pre-existing damage, defects or wear and tear to carpets, rugs, upholstery or other items.

9.2.4 Damage or issues arising from the Customers failure to follow the Companys aftercare or drying instructions.

9.3 If the Company is found liable for any loss or damage to property caused by its negligence, its liability shall, where permitted by law, be limited to the lesser of:

9.3.1 The cost of repairing the damage, or

9.3.2 The current fair market value of the item or area affected, taking into account age and condition.

9.4 The Customer must notify the Company in writing of any alleged damage or service issue as soon as reasonably practicable, and in any event within 48 hours of the completion of the Services. The Customer must provide evidence and allow the Company a reasonable opportunity to inspect and, where appropriate, rectify the issue.

10. Waste Regulations and Environmental Responsibilities

10.1 The Company is committed to operating in accordance with applicable UK waste and environmental regulations when providing cleaning services.

10.2 During the course of providing Services, the Company may generate limited waste, including used cleaning solutions, soiled water, disposable cloths, and packaging. The Company will dispose of such waste in a lawful and responsible manner, either at the Premises with the Customers permission or by transporting it for appropriate disposal or treatment in accordance with legal requirements.

10.3 The Customer agrees not to request or permit the Company to dispose of any hazardous, controlled, or prohibited waste outside the scope of normal cleaning operations. This includes, but is not limited to, clinical waste, sharp objects, chemicals, asbestos, or materials covered by specific waste regulations.

10.4 If the Customer requires the removal or disposal of waste outside normal cleaning waste, this must be agreed in advance and may be subject to additional charges and regulatory requirements.

10.5 The Customer is responsible for any existing waste at the Premises that is not directly created by the Companys Services. The Company accepts no responsibility for the Customers failure to comply with local waste disposal regulations.

11. Insurance

11.1 The Company maintains appropriate insurance cover in connection with the provision of its Services, as required by UK law and industry practice.

11.2 Details of insurance cover can be provided upon reasonable request by the Customer.

12. Complaints and Dispute Resolution

12.1 The Company aims to deliver a professional service and to address any concerns promptly and fairly.

12.2 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing details of the issue, the date of service, and any supporting information.

12.3 The Company will investigate any complaint and, where appropriate, may arrange a revisit, partial refund, or other remedy at its discretion, subject to the limitations and exclusions set out in these Terms and Conditions.

12.4 If a dispute cannot be resolved directly between the parties, either party may seek further advice or remedies through the appropriate UK legal or advisory channels.

13. Privacy and Data Protection

13.1 The Company will handle personal data provided by the Customer in accordance with applicable UK data protection laws.

13.2 The Customer agrees that the Company may use their contact details and booking information for the purposes of managing Bookings, providing Services, processing payments, and, where permitted, for service-related communications.

13.3 Further details of how personal data is processed may be set out in a separate privacy notice published by the Company.

14. Amendments to Terms and Conditions

14.1 The Company reserves the right to amend these Terms and Conditions from time to time. Updated terms will be made available on the Companys website or otherwise communicated to Customers.

14.2 The version of the Terms and Conditions in force at the time of the Customers Booking will generally apply to that Booking, unless a change is required by law or regulatory authority.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be severed from the remaining terms which shall continue to be valid and enforceable.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of Services and supersede any prior understandings, statements or agreements, whether written or oral, unless expressly incorporated.

16.4 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where this does not reduce the level of service to the Customer.

By proceeding with a Booking or using the Services, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.