Terms and Conditions for Carpet Cleaning Shepherds Bush

These Terms and Conditions apply to all carpet cleaning services provided by Carpetcleaning Shepherds Bush and are intended to set out the basis on which bookings are accepted, services are delivered, and payments are made. By placing a booking with us, you agree to these terms in full. If you are booking on behalf of another person, you confirm that you have authority to accept these conditions for that person.

Throughout this document, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer. These terms apply to residential and commercial carpet cleaning, upholstery-related cleaning carried out as part of a carpet care appointment, stain treatment, odour treatment, and any other agreed cleaning service provided under the Carpetcleaning Shepherdsbush name.

We reserve the right to update or amend these terms from time to time. Any changes will apply from the date they are published or otherwise communicated to you. The version in force at the time of your booking will generally apply to that booking unless a change is required by law. Please read the terms carefully before confirming any appointment.

All service descriptions, prices, and estimated timings are provided in good faith but may vary depending on the condition, size, fibre type, access, and contamination level of the carpeted area. A quotation is not a fixed guarantee unless expressly stated as such. A carpet cleaning service in Shepherds Bush may require a pre-inspection where the property details are unclear, or where the level of work cannot reasonably be assessed in advance.

Booking Process

To book a service, you must provide accurate information, including the property address, the rooms or items to be cleaned, relevant access details, and any known issues such as stains, pet damage, mould, fragile flooring, or restricted parking. The booking is only considered confirmed when we have accepted it and, where required, received any deposit or prepayment requested. We may decline, reschedule, or cancel a booking if the information supplied is incomplete, misleading, or suggests that the work is unsuitable.

When booking, you should tell us of any special requirements in advance, including the presence of delicate fibres, underfloor heating, loose tiles, electrical hazards, or any health and safety concerns. We may need to adjust the method, equipment, or drying expectations accordingly. If our team arrives and cannot safely perform the work because of undisclosed conditions, you may still be charged a call-out or cancellation fee where appropriate.

We may offer appointment windows rather than exact arrival times. While we make every effort to be punctual, times may change due to traffic, previous job overruns, weather, or operational issues. If an appointment needs to be rescheduled by us, we will seek a new mutually suitable time. Carpet cleaners in Shepherds Bush and elsewhere operate in a service environment where time estimates are approximate and not guaranteed.

Any request for additional work not included in the original booking may be accepted at our discretion and, if accepted, may be charged separately. This includes extra rooms, additional stain treatment, upholstery cleaning, or specialist products. Changes to the scope of work may also affect the price, drying time, and expected finish.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service on the day of attendance. We may accept cash, bank transfer, card payment, or another authorised method, depending on the booking arrangement. For certain commercial or larger domestic jobs, we may require a deposit, part-payment, or advance payment before attendance. Any deposit is usually non-refundable except where we cancel or materially fail to attend without reasonable cause.

Prices quoted may be inclusive or exclusive of VAT depending on the service structure and will be made clear at the time of quotation where applicable. If a revised price becomes necessary because of changes to the scope, hidden contamination, or additional time required, we will explain the reason before proceeding where reasonably possible. Failure to pay when due may result in interest, recovery action, and additional costs to the extent permitted by law.

Cancellations and Rescheduling

You may cancel or reschedule your booking, but we ask for reasonable notice. Where notice is given sufficiently in advance, cancellation charges may not apply. If cancellation is made at short notice, or if access is unavailable when we arrive, a cancellation fee may be charged to cover time, travel, and preparation. The fee may vary depending on the notice given and the circumstances of the booking.

If you wish to change the appointment date or time, we will try to accommodate your request subject to availability. However, changes are not guaranteed. Where we are required to rearrange work because of your actions or failure to prepare the property, we may treat the booking as cancelled or apply a rebooking fee. If we need to cancel due to illness, equipment failure, adverse weather, or other operational reasons, we will use reasonable efforts to offer a new appointment.

We may cancel a booking immediately if we discover unsafe conditions, non-disclosure of major issues, abusive behaviour, or circumstances that would make the service impractical or unlawful to perform. In such cases, any refund or fee adjustment will depend on the work already carried out, the costs incurred, and the reason for cancellation.

Service Standards and Customer Responsibilities

We will carry out the service with reasonable care and skill using appropriate methods for the materials and condition presented to us. However, you are responsible for ensuring that the area is reasonably prepared before we arrive. This includes moving small personal items, securing valuables, providing access to water and electricity where needed, and advising us of fragile furnishings or pre-existing damage. If items are left in place, we may clean around them where possible, but we are not responsible for moving heavy or fixed furniture unless agreed in advance.

Liability

We will take reasonable precautions to protect your property and belongings, but cleaning work always carries some risk, especially where carpets are old, worn, colour-sensitive, or previously treated with unsuitable products. Natural fibres, aged dyes, hidden stains, carpet backing issues, and previous poor maintenance can affect the result. For this reason, we do not guarantee complete removal of every stain, mark, odour, or shadow, and some changes may remain visible after cleaning.

We are not liable for pre-existing damage, wear and tear, shrinkage caused by age or poor installation, colour loss due to unstable dyes, or adverse reactions caused by carpets or textiles that were not suitable for the cleaning method used. Where a risk is identified, we may stop work, alter the treatment, or ask for your instruction to continue. If you ask us to proceed against our advice, you accept responsibility for the outcome to the fullest extent permitted by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law. Subject to that, our total liability for loss or damage arising from any one booking shall not exceed the amount paid for the specific service in question, except where a higher amount is required by law. We are not responsible for indirect or consequential losses such as loss of profit, loss of business, or loss of enjoyment.

Waste Regulations and Disposal

Where our work generates waste, contaminated materials, removed residues, packaging, or discarded consumables, we will handle and dispose of such waste in accordance with applicable UK waste regulations. This includes taking reasonable steps to separate waste appropriately, transport it safely, and dispose of it using lawful and authorised methods where required. We do not undertake to remove household rubbish unless this is expressly included in the booked service.

You must not ask us to dispose of hazardous materials, bodily fluids, needles, chemical containers, asbestos, or any item that may require specialist handling unless we have expressly agreed in writing and are legally able to do so. If we encounter waste that is hazardous, illegally placed, or not suitable for normal disposal, we may refuse to handle it and may suspend the service until the issue is resolved. Any extra disposal costs arising from unusual waste may be charged to you if they are reasonably incurred.

It is your responsibility to disclose the presence of pet waste, mould contamination, pest infestation, or other potentially harmful substances before the appointment. Failure to do so may affect our ability to complete the work safely and may result in additional charges or termination of the service. A professional carpet cleaning Shepherds Bush appointment should always be booked with honest disclosure where waste or contamination is involved.

Access, Safety, and Property Conditions

You must ensure that we have safe access to the property and the areas to be cleaned at the agreed time. If access is blocked, restricted, or delayed, we may charge for waiting time or treat the booking as a late cancellation. You are also responsible for ensuring that children, pets, and unauthorised persons are kept away from wet equipment, cleaning agents, and freshly cleaned areas until it is safe to re-enter.

We may refuse to use products or methods that we reasonably consider unsafe, inappropriate, or likely to cause damage. If the property has issues such as leaks, loose electrical fittings, structural damage, or unsuitable flooring, we may suspend the work until the problem is addressed. You should tell us about any known hazard before the appointment begins. We are entitled to rely on the information you provide.

Guarantees and Complaints

We aim to deliver a high standard of carpet cleaning, but results will vary depending on carpet condition, fibre type, age, and prior treatment history. If you are unhappy with the service, you must notify us within a reasonable time so that we can assess the issue. Where appropriate, we may offer a revisit, retreatment, or other remedy at our discretion. Any remedy will be limited to the original work undertaken and does not extend to unrelated damage or later contamination.

Complaints should be made promptly and with reasonable detail, including photographs where available. Delays in reporting a concern may make it difficult for us to inspect the area and determine whether the issue was caused by our service or by another factor. We are not responsible for issues arising after the service due to spillages, heavy foot traffic, cleaning by third parties, or failure to follow drying advice where given.

Force Majeure

We shall not be liable for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control, including severe weather, traffic disruption, strikes, utility failures, flooding, fire, accidents, epidemics, government action, or equipment supply problems. In those circumstances, we will try to notify you as soon as reasonably possible and rearrange the appointment where practical.

Data, Privacy, and Communications

We may keep records relating to bookings, payments, service notes, and communications for operational and legal purposes. Any personal data supplied by you will be handled in accordance with applicable data protection law. We may use your information to manage appointments, process payment, respond to enquiries, and maintain service records. We will not sell your personal data to unrelated third parties.

We may contact you by telephone, email, text message, or other reasonable means in relation to your booking, including confirmations, changes, or follow-up information about the service. By making a booking, you agree that such communication may be necessary for the performance of the contract. You remain responsible for ensuring that the contact details you provide are accurate and up to date.

General Provisions

If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue in full force. Any failure by us to enforce a right or provision shall not constitute a waiver of that right or provision. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

Governing Law

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms. These conditions are designed to create a clear and fair basis for carpet cleaning services and related work carried out by Carpetcleaning Shepherds Bush.