Shadwell Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Shadwell Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. For the purposes of this document, references to we, us, and our mean the service provider, and references to you and your mean the customer, property owner, tenant, agent, or other person requesting the service.

These terms apply to carpet cleaning and related fabric or floor-care services supplied by Shadwell carpet cleaners in the course of business. They are intended to be clear, fair, and practical. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights as a consumer under UK law.

We may amend these terms from time to time to reflect changes in our services, operational practices, or legal obligations. The version in force at the time of your booking will normally apply to that service unless a change is required by law. It is your responsibility to review the terms before confirming a booking, especially where the service includes stain treatment, specialist fabric care, or access arrangements that may affect the work.

1. Booking Process

Bookings with Shadwell Carpet Cleaners may be made by phone, email, online form, messaging platform, or any other method we make available. A booking request does not become binding until we have confirmed the appointment and, where applicable, received any required deposit or pre-authorisation. We reserve the right to decline a booking at our discretion, including where the requested service is outside our scope, the property conditions are unsuitable, or access arrangements are unclear.

When booking, you must provide accurate details about the property, the area to be cleaned, the nature of the stains or contamination, any previous treatment, and any special requirements. If the information provided is incomplete or incorrect, we may need to revise the quotation, change the method of cleaning, or refuse to complete the service. We are entitled to rely on the information supplied by you when estimating time, price, equipment, and staffing requirements.

Any quotation issued by Shadwell Carpet Cleaners is based on the details available at the time. Unless expressly stated otherwise, quotations are valid for a limited period and may be subject to inspection or confirmation of the actual site conditions. If the carpet cleaning work differs materially from the description given at booking, we may adjust the price before starting, or we may suspend the service until you confirm whether you wish to proceed on the revised basis.

2. Access, Preparation, and Customer Responsibilities

You must ensure that we have safe, suitable, and timely access to the premises at the agreed date and time. This includes arranging entry, notifying us of parking restrictions, and securing permission from landlords, managing agents, freeholders, or occupiers where relevant. If we are unable to begin work because access is delayed or refused, waiting time may be charged, and the appointment may be treated as a late cancellation or a failed visit.

You are responsible for moving fragile items, valuables, ornaments, electronics, and any belongings that could be damaged or obstruct the work, unless we have expressly agreed to move them as part of the service. We may refuse to move items that are excessively heavy, hazardous, or likely to cause damage. While we will take reasonable care, the customer remains responsible for identifying areas of concern such as loose fittings, damaged flooring, weak seams, colour instability, or water-sensitive materials.

Before cleaning begins, you must tell us about existing damage, prior repairs, hidden spills, pet accidents, infestation, mould, damp, or other conditions that may affect results or create safety concerns. Shadwell carpet cleaners may decline certain treatments if the carpet or surrounding surface is in poor condition or if cleaning could reasonably worsen the problem. We do not guarantee removal of every stain, odour, or mark, particularly where damage is permanent, historical, or caused by dyes, bleach, or long-term wear.

3. Payments and Charges

Our charges may be based on a fixed price, per-room rate, measured area, minimum call-out fee, or a combination of these methods. Any estimate provided before inspection is indicative only unless we confirm it as a fixed quotation in writing. Additional charges may apply for heavy soiling, specialist stain removal, carpet protection, after-hours appointments, difficult access, excessive furniture moving, or services requested on site that were not included in the original booking.

Unless otherwise agreed in writing, payment is due upon completion of the service. We may request part payment in advance for large jobs, repeated appointments, or services that require specialist materials. Accepted payment methods may include bank transfer, card payment, cash, or other methods we specify from time to time. If payment is not made when due, we reserve the right to charge interest and recovery costs to the extent permitted by UK law, and to withhold any optional aftercare or follow-up work.

You are responsible for ensuring that funds are available and that any third-party payer is authorised to pay on your behalf. If your payment method is declined, reversed, or disputed without valid reason, you must reimburse any reasonable costs incurred by us as a result. Shadwell Carpet Cleaners may also suspend future bookings until outstanding balances are cleared. All prices are stated inclusive or exclusive of VAT according to the position applicable at the time of invoicing.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, no cancellation fee may be charged, although any non-refundable deposit or special-order cost may be retained where this has been clearly explained in advance. If cancellation takes place after materials have been purchased or specific work has been scheduled, we may deduct our reasonably incurred costs from any payment received.

If you cancel late, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a missed appointment fee or a proportion of the agreed service price. The amount charged will reflect the time reserved, travel undertaken, and resources allocated. Repeated late cancellations or no-shows may result in refusal of future bookings. We always aim to act reasonably and to give customers the opportunity to rearrange where possible.

We may also reschedule or cancel a booking where unforeseen circumstances arise, including staff illness, equipment failure, extreme weather, traffic disruption, unsafe site conditions, or events outside our control. Where we do so, we will use reasonable efforts to offer an alternative date. We will not be liable for indirect losses arising from a cancellation or rescheduling that is necessary and made in good faith, provided we have acted with reasonable care and skill.

5. Service Delivery and Results

We will carry out carpet cleaning with reasonable care and skill, using methods and products we consider appropriate for the material and condition of the carpet. This may include hot water extraction, low-moisture cleaning, spot treatment, pre-spray application, deodorising, or other professional techniques. The method used will depend on the fabric type, condition, level of soiling, and drying requirements. Where a particular method is requested, we may decline if we believe it could damage the carpet or produce poor results.

Drying times are estimates only and can vary depending on ventilation, humidity, carpet type, pile density, underlay, and cleaning method. You are responsible for allowing adequate drying time before use. We are not responsible for accelerated re-soiling caused by walking on damp carpet, replacing furniture too soon, or failing to follow reasonable post-cleaning care advice. Likewise, we cannot guarantee that every odour, stain, or traffic pattern will be fully removed, especially where the fibres have been damaged or permanently discoloured.

Any advice provided by Shadwell Carpet Cleaners about maintenance, drying, or aftercare is given in good faith and should be followed carefully. Where an item is at heightened risk due to age, fibre type, previous cleaning, or pre-existing damage, we may request that you sign a disclaimer or confirm instructions before proceeding. If you decline to accept reasonable precautions, we reserve the right not to complete the affected part of the work.

6. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability for any loss or damage arising from the service shall be limited to the total amount paid or payable for the specific job in question, except where a different limit is required by law.

We are not liable for pre-existing defects, ordinary wear and tear, hidden flaws, weak seams, colour loss, shrinkage, dye bleed, adhesive failure, or damage arising from the inherent condition of the carpet or surrounding surfaces. We are also not responsible for damage caused by unsuitable prior treatments, poor installation, manufacturing faults, or items that were already unstable or defective before we arrived. The customer accepts that professional cleaning carries some unavoidable risk where materials are aged, delicate, or previously compromised.

We shall not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except to the extent that such exclusion is not permitted by law. Nothing in these terms affects your rights under the Consumer Rights Act 2015 or any other applicable consumer legislation. If you believe a problem has arisen, you should notify us promptly and allow a reasonable opportunity to inspect and address the issue.

7. Waste Regulations and Environmental Compliance

We aim to operate in line with applicable UK environmental and waste obligations. Any wastewater, sludge, debris, absorbent materials, packaging, or contaminated waste generated during carpet cleaning will be handled responsibly and disposed of in accordance with relevant regulations and site-specific requirements. Where waste contains cleaning residues, pet contamination, or other potentially contaminated material, we may use appropriate containment and disposal methods.

You must inform us of any known hazardous substances, biological contamination, sharps, chemical spills, or other regulated waste before work starts. If such material is present and was not disclosed, we may suspend the service and require further safety arrangements. In some cases, specialist handling or third-party disposal may be necessary, and any resulting costs may be charged to you if the issue arose from incomplete or inaccurate information supplied at booking.

We may leave packaging, empty containers, and standard working materials on site only where it is appropriate to do so and where lawful disposal arrangements are not required. Otherwise, we will remove and process waste in a responsible manner. You must not ask us to dispose of general household waste, electrical items, or unrelated rubbish unless we have expressly agreed to do so and it is lawful and within our service scope. Shadwell carpet cleaners may refuse any request that could breach environmental, transport, or disposal requirements.

8. Complaints, Inspection, and Remedies

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and, where practical, before the area is used or altered. This helps us inspect the issue and determine whether it relates to the cleaning process, the carpet condition, or another cause. You agree to provide a reasonable opportunity for inspection and, where appropriate, remedial treatment before arranging third-party intervention.

Where we accept that our work fell below the standard reasonably expected, we may at our discretion re-clean the affected area, provide a partial refund, or offer another suitable remedy. The appropriate solution will depend on the circumstances, the nature of the issue, and the extent to which the result can be improved. No remedy will be offered where the issue was caused by inaccurate information, hidden defects, misuse after cleaning, or failure to follow our aftercare instructions.

Any claim for loss or damage should be made within a reasonable time after the service and, where possible, supported by photographs, receipts, or other relevant information. Nothing in this clause requires you to give up rights that cannot legally be waived. We will handle complaints in a fair and proportionate manner, and we expect customers to do the same.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer resides in Scotland or Northern Ireland and mandatory consumer rules provide otherwise. This ensures that the service remains subject to a clear and familiar legal framework.

If we choose not to enforce any part of these terms at any time, that does not mean we waive the right to enforce it later. No person other than the parties to the booking has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless we agree otherwise in writing. Headings are included for convenience only and do not affect interpretation.

By booking with Shadwell Carpet Cleaners, you confirm that you have read, understood, and accepted these terms. If you are arranging the service on behalf of another person or business, you warrant that you have authority to do so and that the information you provide is accurate. These terms form the full agreement between the parties regarding the carpet cleaning service unless varied in writing by an authorised representative.