Terms and Conditions for Carpet Cleaners Chiswick

These Terms and Conditions set out the basis on which professional carpet cleaning services are provided by Carpet Cleaners Chiswick. They are intended to be read carefully before a booking is made, as a confirmed order means the customer agrees to be bound by the terms below. For the purposes of these Terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer placing a booking for carpet cleaning services. These terms apply to all standard domestic and commercial carpet cleaning appointments, unless a separate written agreement states otherwise.

By requesting a carpet cleaning service, you confirm that you are authorised to arrange the work at the relevant premises and that all information you provide is accurate and complete. We reserve the right to refuse, suspend, or cancel a booking where information is misleading, incomplete, or where the service requested is unsuitable for the conditions presented on site. In these terms, any reference to carpet cleaning services may also include related cleaning tasks agreed in advance, such as stain treatment or deodorising, provided these are expressly included in the booking.

Nothing in these Terms affects your statutory rights as a consumer under UK law. However, because carpet and upholstery cleaning can involve material-specific risks, variation in results, and site-dependent conditions, it is important to understand that the outcome of a cleaning appointment will depend on the age, fibre type, construction, and prior condition of the carpet. We use reasonable skill and care, but cleaning results cannot be guaranteed in every case. These Terms are designed to explain how bookings are made, what payments are due, and how liability is handled.

1. Booking Process

Bookings may be made by any method we make available from time to time, including online enquiry, telephone, or written request. A booking is not confirmed until we have acknowledged the appointment and provided the relevant details, which may include the service date, estimated duration, price or pricing basis, and any special conditions. All bookings are subject to availability, and we may need to reschedule if staffing, equipment, access, or other operational requirements change.

When you make a booking for Carpet Cleaners Chiswick, you must provide accurate information about the property, the carpeted areas to be cleaned, and any issues that could affect the service. This includes, where relevant, information about fibre type, stains, pet contamination, delicate materials, water damage, insufficient access, parking restrictions, or restrictions on water and electricity usage. If the details provided are materially incorrect, the scope of the service and the price may need to be amended, or the visit may be treated as a late cancellation.

We may offer estimates, and in some cases fixed quotations, but these are based on the information available at the time. If the actual condition of the carpets or the site differs from the description provided, we may revise the price before work begins or after an initial inspection. If you do not accept a revised price, we may cancel the service without liability for any resulting inconvenience, subject to any refund obligations that may apply to amounts already paid for work not performed.

2. Payments and Pricing

Unless otherwise agreed in writing, payment is due on completion of the service on the day of the appointment. We may accept payment by bank transfer, card payment, cash, or another method we notify to you in advance. Where an advance payment, deposit, or pre-authorisation is required, this will be made clear during booking. Any deposit may be used to cover late cancellation, failed attendance caused by customer fault, or reasonable administrative losses, subject always to applicable law.

All prices are stated in pounds sterling and, unless expressly noted, are inclusive of VAT where VAT applies. The final charge may depend on the number of rooms or areas cleaned, the degree of soiling, the condition of the carpet, specialist treatment requirements, and any additional services requested on the day. If the job takes longer than anticipated due to factors outside our control, or if extra work is agreed with you during the visit, an additional charge may be applied. We will aim to discuss this before proceeding.

You are responsible for ensuring that payment is made in full and without deduction, set-off, or withholding, unless the law requires otherwise. If a payment is declined, delayed, or reversed, you must resolve the issue promptly. Where outstanding sums remain unpaid, we reserve the right to recover reasonable administrative, debt collection, and legal costs incurred in collecting the debt, provided those costs are lawful and proportionate. Failure to pay may also affect future booking eligibility.

3. Cancellations, Rescheduling, and Access

We understand that plans can change, so you may cancel or reschedule a booking by giving reasonable notice. Unless we agree otherwise, cancellations made with sufficient notice will not attract a charge. However, if you cancel at short notice, fail to provide access, or are not present at the agreed time, we may apply a cancellation fee or retain any deposit paid, to reflect loss of business time and expenses already incurred. What counts as “short notice” may vary depending on the appointment type and scheduling constraints, but it will usually mean less than 24 hours before the scheduled arrival time.

To enable the service, you must ensure that we have safe access to the premises, the work areas are reasonably clear, and any necessary utilities are available unless we have agreed otherwise. If access is delayed, restricted, or impossible because of locked premises, no one being present, incorrect directions, parking restrictions, or other circumstances attributable to you or your representative, we may treat this as a late cancellation or failed visit. In some cases, a return visit may be arranged for an additional charge.

We may also reschedule or cancel an appointment where the weather, safety conditions, equipment failure, staff absence, or other events beyond our reasonable control make it impractical or unsafe to continue. If we cancel for reasons within our control, we will offer a new appointment or refund any amount paid for services not yet delivered. We will not be responsible for indirect losses arising from a change in schedule, provided we have acted reasonably and in good faith.

4. Service Standards and Customer Responsibilities

We will provide carpet cleaning with reasonable care and skill, using methods and products we consider appropriate for the type and condition of the carpet. The customer is responsible for removing fragile, valuable, or irreplaceable items from the work area before the appointment unless otherwise agreed. We may move lightweight furniture where practical, but we are not obliged to move heavy, fixed, or hazardous items. If furniture is moved at your request, you accept responsibility for items that are unstable, poorly assembled, or already damaged.

Before cleaning begins, you should inform us of any pre-existing damage, loose seams, colour instability, underlay issues, hidden stains, prior treatments, or manufacturer restrictions. Where a carpet is old, worn, improperly installed, heavily soiled, or made from delicate fibres, the risk of colour change, shrinkage, wick-back, or limited stain removal may be higher. We will take reasonable precautions, but you acknowledge that some marks and odours may not be fully removable. In particular, results can vary significantly depending on condition and material.

We may refuse to use products or procedures that we believe could damage the carpet, the premises, or the health and safety of people present. If you request a specific treatment that we consider unsuitable, we are entitled to decline. Any advice we give on aftercare, drying time, or re-entry to the cleaned areas should be followed where possible, as premature use may affect the finish and increase the risk of re-soiling. Failure to follow reasonable aftercare instructions may reduce any remedy available to you.

5. Liability and Limitations

We accept responsibility for loss or damage caused by our negligence or by a breach of these Terms, but our liability is limited to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we will not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, or loss arising from delayed drying times, except where such loss is directly caused by our unlawful act or omission.

If damage occurs and is alleged to be caused by our work, you must notify us as soon as reasonably possible and before the affected area is altered, repaired, or further cleaned. We may need to inspect the site, take photographs, and assess the material condition before deciding whether any liability exists. If a claim is accepted, our remedy may include re-cleaning, spot treatment, repair, or a reasonable monetary adjustment, depending on the circumstances. Any compensation will not exceed the amount paid for the specific service giving rise to the claim, unless a greater amount is required by law.

We are not liable for pre-existing defects, hidden damage, normal wear and tear, permanent staining, colour loss, shrinkage, mould, structural defects, or issues caused by prior cleaning attempts, poor maintenance, or manufacturer defects. Nor are we responsible for damage caused by items left in the work area, electrical faults, water ingress, unstable furniture, or unsafe premises unless the loss results directly from our negligence. The burden of proving a claim will generally rest on the party asserting it, and both parties must act reasonably to minimise any loss.

6. Waste, Water, and Environmental Regulations

We aim to carry out carpet cleaning in a manner consistent with relevant UK environmental and waste-handling requirements. This means that wastewater, residues, and any removed waste must be managed responsibly and not disposed of in a way that could cause pollution, block drains, or breach local regulations. We may use professional extraction equipment, containment measures, and appropriate disposal methods where necessary. Where any waste is generated from the cleaning process, we will handle it in accordance with applicable law and industry practice.

You agree to provide reasonable cooperation where the service produces wastewater, contaminated materials, or packaging that must be removed from the premises. If the site presents unusual waste-disposal issues, including bio-contamination, flood-related debris, or heavily polluted materials, additional charges may apply where lawful and agreed in advance. We reserve the right to stop work if the conditions pose a health, safety, or compliance risk, or if proper waste handling cannot be achieved safely. This includes circumstances where contaminated water cannot be collected or disposed of responsibly.

We expect customers to disclose any known hazardous substances, pest-related contamination, bodily fluids, or materials that may require specialist treatment or regulated disposal. Such matters are not part of standard carpet cleaning and may require separate arrangements. If prohibited or hazardous materials are discovered during a visit, we may pause or cancel the service and take steps necessary to protect health and safety. In those circumstances, any refund or charge adjustment will depend on the amount of work completed and any costs already incurred.

7. Complaints, Delays, and Force Majeure

Should you have a concern about the service, you should raise it promptly and provide reasonable details of the issue. We will review the matter in good faith and, where appropriate, may offer a revisit or other proportionate remedy. Any complaint should be made before cleaning results have been affected by heavy use, subsequent cleaning, or changes to the condition of the carpet. Delayed reporting may make it difficult to assess the issue accurately.

We are not responsible for failure or delay in performance caused by events outside our reasonable control, including severe weather, transport disruption, fire, flood, labour disputes, power failure, supply interruption, public emergency, or government action. In such circumstances, we may suspend services for the duration of the event and rearrange the appointment once it is reasonably possible to do so. If the event continues for an extended period, either party may end the affected booking without further liability, except for payments due for work already performed.

Nothing in these Terms prevents either party from relying on any rights or remedies available under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, or any other applicable UK legislation. These Terms are intended to work alongside your legal rights, not replace them. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force, and the invalid part will be interpreted as narrowly as necessary to preserve the intention of the agreement.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you are a consumer resident in another part of the UK, any mandatory local consumer protections that apply to you will also remain available to the extent required by law. By booking with Carpet Cleaners Chiswick, you agree that the courts of England and Wales will have jurisdiction over any dispute that cannot be resolved amicably between the parties.

We may update these Terms from time to time to reflect operational changes, legal developments, or improvements to our service processes. The version in force at the time your booking is confirmed will normally apply to that booking, unless a later change is required by law or agreed by both parties. It is your responsibility to review the terms before confirming a new appointment. Continued use of the service after any update constitutes acceptance of the revised terms for future bookings.

These Terms form the entire agreement between the parties relating to the relevant service, unless supplemented by a written quotation, invoice, or specific agreement that clearly states otherwise. No person other than the customer and the service provider has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999. If a dispute arises, both parties should first attempt to resolve it reasonably and promptly before taking formal action.