Terms and Conditions for Carpet Cleaning Shoreditch

These Terms and Conditions set out the basis on which carpet cleaning services are provided by Carpetcleaning Shoreditch (“we”, “us”, “our”). By making a booking, the customer (“you”, “your”) agrees to be bound by these terms. Please read them carefully before confirming any appointment. They are intended to be clear, fair, and consistent with UK consumer law, while covering the main points that apply to domestic and commercial carpet cleaning services.

These terms apply to all carpet cleaning in Shoreditch and related upholstery or spot-treatment services supplied by us, unless we agree otherwise in writing. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply. Nothing in these terms limits any statutory rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015.

We may update these terms from time to time to reflect changes in law, operational procedures, or service standards. The version in force at the time of your booking will usually apply to that booking. Any variation agreed between us must be confirmed by us in writing or in another durable format.

1. Booking Process

A booking with Shoreditch carpet cleaners is only confirmed when we have accepted your request and provided a booking confirmation. A request alone does not create a binding appointment. We may ask for details about the size, fabric type, condition, access, and any known stains or special requirements before confirming availability. This information helps us allocate appropriate equipment, materials, and staffing.

You are responsible for ensuring that the information you provide is accurate and complete. If the details later prove to be materially incorrect, we may need to amend the quotation, reschedule the appointment, or decline to proceed where the service would be unsafe, impractical, or outside the original scope. In some cases, a revised price may apply where the actual work differs from the original description.

We will normally confirm the date, expected arrival window, scope of the service, and price or pricing method at the time of booking. Any estimate given before inspection is based on the information available at that time and may change if the property condition, floor area, fibre type, contamination level, or access arrangements differ from what was described. If a change is required, we will explain the reason before carrying out additional work.

2. Access, Preparation, and Customer Responsibilities

You must ensure that we have reasonable access to the premises and the areas to be cleaned at the agreed time. This includes providing suitable entry, unlocking relevant areas, and ensuring that water, electricity, and other basic utilities are available where needed for the service. If access is delayed or prevented, waiting charges or a cancellation fee may apply, depending on the circumstances.

Before work begins, you should remove small personal items, fragile objects, and valuables from the treatment area. We may move light furniture where agreed, but we are not obliged to move heavy, fixed, or hazardous items unless this is specifically included in the booking. You should also tell us in advance about delicate flooring, hidden damage, damp, previous treatments, or any special cleaning restrictions. Carpetcleaning Shoreditch will not be responsible for loss or damage caused by undisclosed risks.

We may refuse to clean items that are excessively worn, structurally unstable, infested, contaminated beyond normal domestic conditions, or otherwise unsuitable for treatment. In such cases, we will try to explain our decision and, where possible, offer an alternative approach. If the service is unsafe or likely to cause damage, our operative may stop work immediately.

3. Pricing and Payments

Our prices may be based on room count, carpet area, fabric type, level of soiling, stain treatment, minimum call-out charges, or a combination of these factors. Any quoted price is valid for the period stated in the quotation, or if no period is stated, for a reasonable time. Unless otherwise agreed, all prices are in pounds sterling and may be subject to VAT where applicable.

You agree to pay the amount due in accordance with the payment terms stated in your booking confirmation or invoice. We may require a deposit or pre-authorisation to secure the appointment, particularly for larger jobs, commercial work, or services scheduled at busy times. The balance, if any, is usually due on completion unless another payment arrangement has been agreed in advance.

We accept the payment methods notified to you at the time of booking. If payment is declined, reversed, delayed, or otherwise fails, you remain responsible for the full amount due. We may charge reasonable costs incurred in recovering overdue sums, including administrative fees and interest where permitted by law. Nothing in these terms affects your right to dispute a payment genuinely and reasonably in good faith.

4. Changes, Cancellations, and Rescheduling

You may request a change to your appointment, but we cannot guarantee that any alternative date or time will be available. If we agree to reschedule, the original quotation may be reviewed if there is a material change in labour, travel, or operational requirements. A revised appointment will only be binding once confirmed by us.

If you cancel more than 24 hours before the scheduled arrival time, we will usually not charge a cancellation fee, unless a non-refundable deposit or special order has already been incurred. If you cancel within 24 hours of the appointment, or fail to provide access so that the service cannot be delivered, we may charge a reasonable cancellation fee to cover lost time, administration, and any preparatory costs, subject always to applicable consumer law.

Carpet cleaning Shoreditch may cancel or postpone an appointment where circumstances beyond our control make it impractical or unsafe to attend. These circumstances can include severe weather, staff illness, equipment failure, road disruption, or emergency situations. If we cancel, we will offer an alternative date or refund any prepayment for work not performed. We will not be liable for indirect loss arising solely from a lawful cancellation or postponement.

5. Performance of the Service

We will carry out the work with reasonable care and skill, using methods and products appropriate for the materials and conditions disclosed to us. The precise outcome may vary depending on carpet age, fibre composition, prior cleaning history, stains, wear patterns, dye stability, and previous attempts at stain removal. No cleaning process can guarantee complete removal of every mark, odour, or discolouration.

Where suitable, we may perform spot treatment, pre-treatment, extraction cleaning, deodorising, or related processes as part of the service. Additional treatments may attract an extra charge if they were not included in the original booking. You authorise us to use our professional judgement in selecting the most appropriate cleaning method, provided it remains within the agreed scope and is consistent with the condition of the item.

If we discover hidden damage, pre-existing wear, or conditions that may affect the result, we may notify you and continue only if you agree. In some cases, the safest outcome may be partial treatment rather than full cleaning. We are not required to proceed where doing so would likely cause harm to the carpet, the property, or our staff.

6. Liability and Limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be excluded under UK law. Subject to that, our liability is limited to the direct loss or damage caused by our proven breach of contract or negligence, and only to the extent reasonably foreseeable at the time of booking.

We are not liable for pre-existing damage, hidden defects, normal wear and tear, shrinkage inherent in certain fibres, colour loss caused by unstable dyes, adverse reactions to prior treatments, or results affected by inaccurate information supplied by you. We also are not responsible for items that should have been removed from the area but were left in place contrary to our instructions or the agreed preparation requirements.

Where liability is established, our maximum liability for any individual claim will normally be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. We will not be liable for loss of profits, loss of business, loss of opportunity, or indirect or consequential losses.

7. Waste Handling and Environmental Compliance

We aim to operate in a lawful and environmentally responsible way. Wastewater, removed debris, used pads, filters, packaging, and contaminated materials will be handled in accordance with applicable UK waste regulations, including duties under environmental protection legislation and local disposal requirements where relevant. We may use lawful containment and disposal methods appropriate to the type of waste generated by the service.

You must tell us in advance if any carpet, underlay, or associated material may contain hazardous substances, biological contamination, mould, sharps, chemical residues, or other regulated waste. We are not licensed to collect or transport all categories of hazardous waste unless expressly agreed and lawfully permitted. Where specialist disposal is required, we may decline the work or refer the matter for separate handling by an authorised contractor.

If our work produces waste that must be removed from the premises, ownership of that waste transfers to us only to the extent necessary for lawful handling and disposal. We may charge for additional waste management where the condition of the item or the nature of the contamination makes standard disposal insufficient. You remain responsible for accurately disclosing any known hazards so that waste can be managed safely and compliantly.

8. Complaints and Rework

If you believe the service has not been performed with reasonable care and skill, you should notify us within a reasonable time after completion and before the carpet has been significantly re-used, if possible. This allows us to assess the matter while the condition of the treated area can still be reviewed properly. We may request photographs, a description of the issue, and access to the premises for inspection.

Where a complaint is upheld, our preferred remedy may be to revisit the property and attempt reasonable corrective work, provided this is appropriate and safe. If a revisit is not suitable, we may offer a partial refund or another fair remedy, taking into account the nature of the complaint and any benefit already received. This does not affect any statutory remedies you may have under consumer law.

Complaints relating to staining, odour retention, or colour variations must take into account the inherent limitations of carpet cleaning and the information supplied before the service. Results will be assessed fairly, but not against unrealistic expectations or guarantees that were never made. Any claim that the work caused damage must be supported by evidence, and we may ask for an independent assessment where appropriate.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from them, or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law provides that proceedings may be brought elsewhere. This clause does not remove any rights you may have under mandatory consumer protections.

If we do not enforce a right or provision under these terms on one occasion, that does not mean we waive it for the future. A waiver is only effective if made expressly in writing. Headings are included for convenience only and do not affect interpretation. References to legislation include any amendment, replacement, or re-enactment made from time to time.

By proceeding with a booking for Carpetcleaning Shoreditch, you confirm that you have read, understood, and agreed to these Terms and Conditions. They form the basis of our service relationship and are designed to ensure that both parties have clear expectations regarding scope, payment, cancellation, liability, waste handling, and lawful performance of the work.