Carpet Cleaning Shoreditch Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, rug, upholstery and related cleaning services by Carpet Cleaning Shoreditch to residential and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions and that they form a binding agreement between you and Carpet Cleaning Shoreditch for each service visit.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Carpet Cleaning Shoreditch, the provider of the cleaning services.

Customer means any individual, business or organisation booking or receiving services from the Company.

Premises means the property or properties where the services are to be carried out.

Services means carpet cleaning, rug cleaning, upholstery cleaning and any other related services agreed in writing between the Company and the Customer.

Technician means an employee, contractor or representative appointed by the Company to carry out the Services.

2. Scope of Services

The Company provides professional carpet and related cleaning services within Shoreditch and surrounding areas. The exact scope of work for each booking will be set out during the booking process and may include pre-treatment, stain treatment where reasonably possible, hot water extraction, dry cleaning methods or other appropriate processes as determined by the Company.

The Company will use reasonable skill and care and will perform the Services in accordance with industry practice in the United Kingdom. However, the Customer acknowledges that certain stains, odours, wear and damage cannot be fully removed, and that results depend on factors such as fibre type, age, previous cleaning methods and the nature of the soiling.

3. Booking Process

Bookings may be made by the Customer through the Company’s accepted booking channels. The Customer is responsible for providing accurate information about the Premises, including the type and approximate sizes of carpets, rugs or upholstery items, access conditions, parking availability and any known issues such as heavy soiling, pet damage or previous water damage.

The Company may provide an estimated price based on the information supplied. This estimate is not binding if the information is incomplete or inaccurate, or if the Technician reasonably determines on arrival that additional work is required or that the work is substantially different in scope. In such cases, the Technician will inform the Customer and may provide a revised quotation before proceeding.

Bookings are subject to availability. The Company reserves the right to refuse or cancel a booking at its discretion, for example where there are health and safety concerns or where adequate access cannot be arranged.

4. Access and Customer Obligations

The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed time. This includes arranging access authorisation with any building management and ensuring that someone is present to grant entry, unless otherwise agreed in advance.

The Customer must remove fragile items, small furniture, personal belongings and valuables from the areas to be cleaned prior to the Technician’s arrival, or clearly identify any items that must not be moved. The Technician may move light furniture where reasonably practical but is not responsible for dismantling or moving heavy, valuable or fragile items.

If access to the Premises is delayed or prevented for reasons beyond the Company’s control, waiting time or a failed visit charge may apply, as described in the Payments and Charges section.

5. Health, Safety and Property Conditions

The Customer is responsible for ensuring that the Premises are safe for the Technician to access and work in, including safe electrical supply, adequate lighting and the absence of hazards such as exposed wires, unsafe flooring or aggressive animals.

The Company reserves the right to refuse or suspend work where the Technician considers that working conditions may present a risk to health, safety or property. In such cases, a reasonable call-out or cancellation charge may apply.

The Customer must inform the Company of any known issues with carpets, rugs or upholstery that could affect the cleaning process, including weakened backing, previous colour damage, loose seams, shrinkage risk, or the use of non-standard dyes. The Company will not be liable for damage arising from pre-existing defects or conditions that were not disclosed.

6. Pricing, Payments and Charges

Prices for Services are generally quoted per room, per area or per item, or as a fixed price package, as specified during the booking. All prices are stated in pounds sterling and may be subject to applicable taxes as required by UK law.

Payment terms will be communicated at the time of booking. The Company may require payment in advance, a deposit, or payment on completion of the Services. The Customer agrees to pay all charges in full in accordance with the agreed terms.

The Company accepts the payment methods notified during booking. Where payment is not received on time, the Company reserves the right to charge reasonable administrative fees and, if necessary, interest in accordance with applicable UK legislation.

If the Technician attends the Premises but is unable to gain access, or if Services cannot be performed due to circumstances within the Customer’s control, the Company may charge a failed visit fee or a proportion of the quoted price to cover time and travel costs.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company notice through the accepted communication channels. The Company may apply the following general rules, except where otherwise agreed in writing.

If more than 48 hours notice is given before the scheduled start time, the Customer may usually cancel or reschedule without charge.

If between 24 and 48 hours notice is given, the Company may charge a reasonable fee to cover allocated time and scheduling costs.

If less than 24 hours notice is given, or if the Customer fails to provide access at the agreed time, the Company may charge up to the full quoted price.

The Company may cancel or reschedule a booking if a Technician is unavailable due to illness, vehicle breakdown, extreme weather, safety concerns or other circumstances beyond the Company’s reasonable control. In such cases, the Company will endeavour to offer an alternative appointment time as soon as reasonably practicable. The Company will not be liable for any indirect or consequential loss arising from such cancellations.

8. Service Limitations and Results

The Company will endeavour to achieve the best possible cleaning results, but does not guarantee complete stain removal, odour removal or restoration of carpets, rugs or upholstery to a particular condition. Certain stains including but not limited to dyes, inks, paints, bleaches, permanent markers and some pet stains may be permanent.

Cleaning may sometimes reveal pre-existing wear, fading, shading, pile distortion, sun damage or other conditions that were not visible before cleaning. The Company is not responsible for such pre-existing conditions or for any loss of colour or pile distortion where the items were already weakened, damaged or subject to manufacturer or installation defects.

The Customer is advised to allow sufficient drying time after cleaning and to follow any care instructions provided by the Technician, including ventilation and safe walking guidelines. The Company is not liable for slipping accidents or other incidents occurring because the Customer failed to follow these instructions.

9. Liability and Limitations

The Company will be liable for direct damage to the Customer’s property caused by the negligence of the Company or its Technicians, subject to the limitations set out in this section and to applicable UK law.

The Company will not be liable for any indirect, special or consequential loss, loss of profit, loss of business, or loss of opportunity arising out of or in connection with the Services.

The Customer must notify the Company of any alleged damage or dissatisfaction with the Services within 48 hours of completion of the work. The Company will investigate and, where appropriate, may arrange a re-visit, partial refund or other remedy at its discretion. Failure to notify the Company within this timeframe may limit the options available.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under UK law.

10. Customer Property and Personal Items

The Customer is responsible for safeguarding personal belongings, valuables and breakable items on the Premises. The Company does not accept responsibility for loss of money, jewellery or other valuables, whether or not such items were left in areas being cleaned.

The Technician will take reasonable care when moving small items or furniture where this is necessary for cleaning access, but the Company strongly advises the Customer to move delicate or valuable items in advance. The Company accepts no liability for damage to items that should reasonably have been removed by the Customer.

11. Waste Handling and Environmental Compliance

The Company will handle waste water and cleaning residues generated during the provision of Services in accordance with applicable UK waste and environmental regulations. Where waste water discharge to the Customer’s own drainage system is required, the Customer authorises the Company to use appropriate sinks, drains or access points, provided that such use is safe and lawful.

The Company will not remove or transport hazardous waste, including but not limited to medical waste, sharp objects, asbestos, chemical contamination or any substance classified as hazardous under UK legislation. If such materials are present at the Premises, the Technician may refuse to carry out the Services or may limit the work to unaffected areas.

The Customer is responsible for notifying the Company in advance of any known contamination or special waste handling requirements. If additional costs are incurred due to undisclosed hazardous materials or contamination, the Customer may be charged for such costs.

12. Insurance

The Company maintains insurance cover appropriate for its activities, in line with typical requirements for cleaning services within the United Kingdom. Details of insurance cover can be made available for inspection upon reasonable request.

The Customer is responsible for maintaining adequate contents and buildings insurance for the Premises and for any carpets, rugs or upholstery items to be cleaned. The Company’s liability shall not exceed the limits of its insurance cover, except where prohibited by law.

13. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, the Customer should contact the Company as soon as possible, and in any event within 48 hours of completion of the work. The Company may request photographs, access to the Premises or other information in order to investigate the matter.

The Company will seek to resolve complaints promptly and fairly, which may involve a re-clean of specific areas, advice on further treatment, a partial refund or other remedy where appropriate. The chosen remedy will depend on the circumstances and the findings of the investigation.

If a dispute cannot be resolved directly between the parties, the Customer may have recourse to alternative dispute resolution schemes or to the courts, as permitted under UK law.

14. Data Protection and Privacy

The Company may collect and process personal information from the Customer in connection with bookings and the provision of Services. This may include name, address, contact details, service history and payment information.

The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will use such data only for legitimate business purposes, such as managing bookings, processing payments, improving services and complying with legal obligations.

The Customer has certain rights regarding their personal data, including the right to access and correct information held by the Company, subject to legal limitations.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect legal, regulatory or operational changes. The latest version will apply to future bookings from the date it is made available. Where a booking has already been confirmed, the version of the Terms and Conditions in force at the time of booking will usually apply to that specific service, unless a change is required by law.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or with the Services shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter, except where otherwise required by applicable consumer protection legislation.

17. General Provisions

If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remainder shall continue in full force and effect.

No waiver of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach. No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.