Terms And Conditions
Shepherds Bush Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Shepherds Bush Carpet Cleaners provides professional cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Shepherds Bush Carpet Cleaners.
References to we, us and our mean Shepherds Bush Carpet Cleaners. References to you and your mean the customer who requests and receives our services. Please read these terms carefully before making a booking.
1. Scope of Services
1.1 We provide professional cleaning services, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, and related services. The exact scope of work will be as agreed at the time of booking and confirmed in your booking confirmation.
1.2 We reserve the right to refuse or discontinue a service where the property, items to be cleaned, or working conditions pose a risk to health and safety, breach any relevant regulations, or are otherwise unsuitable for the requested service.
1.3 We do not undertake tasks outside the agreed cleaning services, such as major furniture dismantling, electrical work, plumbing, or building repairs.
2. Booking Process
2.1 You may request a booking by contacting us through our accepted communication methods. When making a booking, you must provide accurate information, including property type, approximate room sizes or item quantities, access details, and any specific requirements.
2.2 Any quotation provided is based on the information you supply. We reserve the right to amend the quotation or apply additional charges if the information provided is inaccurate or incomplete, or if the actual condition or size of the areas or items to be cleaned is significantly different from what was described.
2.3 A booking is not confirmed until it has been accepted by us and you have received a booking confirmation. We may refuse a booking at our discretion, for example where we do not cover the location, do not have availability, or consider the requested service unsuitable.
2.4 At the time of booking, we may require a deposit or full pre-payment to secure your appointment. Any such requirement will be communicated to you before the booking is confirmed.
3. Access and Customer Responsibilities
3.1 You are responsible for providing safe and reasonable access to the property at the agreed time. This includes ensuring that someone is present to allow entry where necessary, that keys or access codes are available if agreed in advance, and that parking arrangements have been considered.
3.2 You must ensure that electricity and water are available at the property for the duration of the service. If these are not available and the service cannot be carried out, it may be treated as a late cancellation and charges may apply.
3.3 You are responsible for removing fragile, valuable, or delicate items from the areas to be cleaned and for pointing out any items or areas of particular concern, weakness, or damage before work starts.
3.4 We cannot be held responsible for pre-existing damage to the property, flooring, furnishings, or items. It is your responsibility to inform us of any such damage or of materials that may be unstable, fragile, or unsuitable for standard cleaning processes.
4. Pricing and Quotations
4.1 Prices for our services may be provided as fixed quotations or estimates, depending on the nature of the job and the information available. All prices are stated in pounds sterling unless otherwise indicated.
4.2 Where a site visit has not been carried out and the price is based solely on your description, we reserve the right to adjust the price on arrival if the service required is different, the area is larger than stated, the level of soiling is particularly heavy, or access is more difficult than anticipated.
4.3 Any adjustments to the price will be discussed with you before work proceeds. If we are unable to agree a revised price, we may cancel the service, and a call-out or cancellation charge may apply where reasonable.
4.4 Promotions, discounts, and special offers are subject to availability and may be withdrawn or changed at any time. Any such offers apply only where explicitly stated and cannot generally be combined with other discounts unless we agree otherwise.
5. Payments and Invoicing
5.1 Unless otherwise agreed in writing, payment is due on completion of the service on the same day. For some services, we may require advance payment or a deposit at the time of booking.
5.2 We accept payment by methods communicated to you during the booking process. You agree to ensure that you have the necessary means to make payment when due.
5.3 Where we agree to invoice you after the service, payment terms will be stated on the invoice. If no term is specified, payment is due within seven days of the invoice date.
5.4 If payment is not received by the due date, we may charge interest on the overdue amount in accordance with applicable UK legislation, along with reasonable costs incurred in pursuing the outstanding debt.
5.5 We reserve the right to suspend or cancel further services where there are overdue payments on your account.
6. Cancellations, Rescheduling and Missed Appointments
6.1 You may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise specified, we require at least 24 hours notice before the scheduled start time of the service.
6.2 If you cancel or reschedule with less than 24 hours notice, or fail to provide access when our team attends, we may apply a cancellation or call-out fee to cover our reasonable costs, including staff time and travel.
6.3 In the event that we need to cancel or reschedule your booking due to circumstances beyond our reasonable control, such as staff illness, vehicle breakdown, severe weather, or other operational issues, we will notify you as soon as reasonably practicable and offer an alternative appointment. We will not be liable for any indirect loss you may suffer as a result of such cancellation or rescheduling.
6.4 Repeated short-notice cancellations or missed appointments may result in us declining future bookings or requiring full pre-payment for any further services.
7. Service Standards and Results
7.1 We will provide our services with reasonable skill and care, using appropriate cleaning methods, products, and equipment for the work undertaken.
7.2 While we aim to achieve high quality results, the outcome of cleaning can depend on factors such as the age and condition of carpets and fabrics, the type and duration of stains, and previous cleaning or treatment methods. For this reason, we cannot guarantee the removal of all stains, marks, or odours.
7.3 You acknowledge that certain stains may be permanent and that attempting removal may sometimes highlight pre-existing damage or colour loss. We will take reasonable care but cannot be held liable for issues that arise from pre-existing conditions or for results that are limited by the nature of the materials.
7.4 If you are dissatisfied with any aspect of the service, you must notify us as soon as possible and in any event within 24 hours of completion. We may arrange a re-visit to assess the issue and, where appropriate, carry out reasonable remedial work.
8. Customer Property and Preparation
8.1 Where possible, you should move small furniture and personal belongings from the areas to be cleaned before our arrival. Heavy or bulky items may be moved at our discretion where it is safe and practical to do so, but this is not guaranteed.
8.2 We are not responsible for damage to items that were not removed from the cleaning area or were left in a state that made safe cleaning difficult. You remain responsible for ensuring that fragile items, breakables, electronics, and valuables are properly stored away.
8.3 We advise you to keep pets and children away from the immediate cleaning area for the duration of the service and until carpets, rugs, or upholstery are sufficiently dry. You are responsible for supervising pets and children at all times.
9. Liability and Limitations
9.1 We maintain appropriate insurance for our business activities in accordance with UK requirements. Our liability to you is subject to the limitations set out in this section.
9.2 We will not be liable for any loss or damage arising from your failure to follow our reasonable instructions, including any aftercare or drying advice provided following the service.
9.3 We will not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with our services.
9.4 Our total liability to you in respect of any claim arising out of or in connection with the provision of our services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by you for the service giving rise to the claim.
9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.
10. Waste Handling and Environmental Regulations
10.1 In the course of providing cleaning services, we may generate waste such as used cleaning materials, extracted soiling, and packaging. We will manage such waste in accordance with applicable UK waste and environmental regulations.
10.2 Where we remove waste from your property, we will dispose of it responsibly and in compliance with local and national requirements. Certain types of waste may require special handling or additional charges, which will be explained to you in advance where relevant.
10.3 You agree not to request or require us to dispose of any hazardous or prohibited materials in breach of waste regulations. If we identify materials that require specialist disposal, we may decline to remove them and recommend that you contact an appropriate waste management provider.
10.4 You remain responsible for any household or commercial waste stored at the property that is not generated by our services.
11. Health, Safety and Conduct
11.1 We are committed to operating in a safe and professional manner. Our staff will follow reasonable health and safety practices and use cleaning products in accordance with manufacturer guidance.
11.2 You agree to provide a safe working environment, free from harassment, abuse, or aggressive behaviour. We reserve the right to withdraw our staff and terminate the service immediately if they are subject to inappropriate conduct.
11.3 Where you have specific sensitivities, allergies, or preferences regarding cleaning products, you must inform us at the time of booking. We will take reasonable steps to accommodate such requests where practical, but cannot guarantee that all products will be allergen free.
12. Complaints and Dispute Resolution
12.1 If you have a concern or complaint about our services, you should contact us as soon as possible, providing details of the issue, the date of service, and any supporting information.
12.2 We will review your complaint and may request additional information or arrange a visit to inspect the work carried out. We aim to resolve complaints promptly and fairly, and may, where appropriate, offer remedial work or a partial refund.
12.3 If we are unable to resolve a dispute to your satisfaction, you may have the right to pursue the matter through alternative dispute resolution or the courts, subject to the governing law and jurisdiction set out below.
13. Personal Data and Confidentiality
13.1 We will collect and use your personal data only as necessary to manage your bookings, provide services, handle payments, and communicate with you. We will take reasonable steps to protect your data and maintain confidentiality.
13.2 We will not sell your personal information to third parties. We may share limited data with trusted providers where necessary to deliver our services or meet legal obligations, in line with applicable data protection laws.
14. Amendments to These Terms
14.1 We may update or amend these Terms and Conditions from time to time, for example to reflect changes in the law, our services, or our business practices.
14.2 The version of the Terms and Conditions that applies to your booking will be the version in force at the time your booking is confirmed. We recommend that you review the terms periodically to stay informed of any changes.
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 the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed deleted, and the remaining provisions shall remain in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.
16.3 You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or transfer our rights and obligations where reasonably necessary in the course of our business, provided that this does not materially reduce your protections under these terms.
16.4 These Terms and Conditions, together with any written booking confirmation, set out the entire agreement between you and us in relation to the provision of our services and supersede any prior agreements, understandings, or arrangements, whether written or oral.
