Chiswick Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Chiswick Carpet Cleaners provides carpet cleaning and related upholstery or fabric care services to domestic and commercial customers in the UK. By making a booking, confirming an estimate, or allowing our technicians to begin work, you agree to be bound by these terms. They are intended to be clear, fair, and practical, while protecting both the customer and the service provider. If any part of these terms is not understood, the customer should request clarification before the appointment is confirmed.

In these terms, references to “we”, “us”, “our”, or “the company” mean the carpet cleaning business trading under the Chiswick Carpet Cleaners name. References to “you” or “the customer” mean the person or business placing the booking, authorising access to the premises, or otherwise receiving the service. These terms apply to all standard carpet cleaning, stain treatment, upholstery cleaning, and any other services agreed in writing or verbally before work begins.

These terms are written for general service use and do not replace any statutory rights that apply under UK consumer law. Nothing in this document affects rights that cannot legally be excluded or limited. If a part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

1. Booking Process

A booking is only considered confirmed once the customer has accepted the proposed service, date, and any stated conditions, and we have acknowledged the booking. We may request details such as the type of flooring or fabric, approximate room size, level of soiling, parking access, and whether furniture movement is required. This information helps us provide an accurate estimate and ensures that the correct cleaning method, equipment, and products are used.

When a customer requests a quotation from Chiswick Carpet Cleaners, any price given before inspection is based on the information supplied by the customer. If the actual conditions differ from the information provided, we reserve the right to revise the quote before starting work. Examples include unusually heavy staining, excessive pet contamination, inaccessibility, or the need for specialist treatment. If the revised price is not accepted, either party may cancel the booking, subject to any cancellation terms below.

We may also refuse or postpone a booking where, in our reasonable opinion, the premises are unsafe, unsuitable, or not ready for service. This includes situations where carpets are still damp from prior treatment, where there is insufficient access to power or water, or where another contractor is working in the same area. The customer is responsible for ensuring the site is ready at the agreed time.

2. Service Expectations and Customer Responsibilities

Customers must provide clear access to the areas to be cleaned and must ensure that the property is reasonably prepared for the appointment. This includes removing fragile items, valuables, and any objects that could be damaged or obstruct the work. If furniture is to be moved, the customer should notify us in advance. We will take reasonable care when moving light items where agreed, but we are not obliged to move heavy, fixed, or unsafe items.

Customers must also disclose any known risks before work begins, including pre-existing damage, loose seams, delicate fibres, colour instability, water-sensitive materials, or past repairs. We rely on this information to choose suitable methods. If information is withheld or inaccurate, and this causes damage or delays, we may not be responsible for any resulting loss. Carpet cleaners can achieve excellent results, but outcomes depend on the age, condition, and composition of the material being treated.

Where relevant, the customer must keep pets, children, and other occupants away from active work areas for safety. Cleaned carpets may remain damp for a period after service, and the customer is responsible for following any drying advice given at the time of service. Although we aim to improve appearance, remove dirt, and refresh fibres, we cannot guarantee complete removal of all stains, odours, or wear marks, especially where damage is permanent or has set into the pile.

3. Payments, Fees, and Invoicing

Payment terms will be confirmed at the time of booking or upon completion of the service. Unless otherwise agreed in writing, payment is due on the day the work is carried out. We may accept payment by cash, bank transfer, card, or other methods that we make available from time to time. If an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may result in reminder fees, interest, or recovery action where permitted by law.

Any deposit requested to secure a booking is non-refundable except where required by law or where we cancel the appointment without valid reason. Deposits help cover scheduling administration and reserved time slots. If the customer fails to attend, refuses access, or cancels too late under the cancellation rules, the deposit may be retained and additional reasonable charges may apply if costs have been incurred. All prices are stated in pounds sterling unless otherwise agreed.

Additional charges may apply for extra rooms, staircases, landing areas, heavily soiled sections, specialist stain removal, deodorising, or work requested on the day that was not included in the original estimate. Any such charge will be explained before the extra work is carried out wherever practical. If the customer asks us to proceed without updating the quote, the customer agrees to pay the revised amount once the work is completed.

4. Cancellations, Rescheduling, and Non-Attendance

Customers may cancel or reschedule a booking by providing reasonable notice. Unless a different arrangement has been agreed, cancellations made with less than 48 hours’ notice may incur a cancellation fee to cover lost scheduling time and administrative costs. If cancellation occurs after the technician has already travelled to the site, the customer may be charged for travel time and any other reasonable costs already incurred.

If we need to cancel or rearrange an appointment due to illness, vehicle breakdown, equipment failure, adverse weather, safety concerns, or any other reason beyond our reasonable control, we will endeavour to offer a new date as soon as practical. We are not responsible for any indirect loss arising from a rescheduled appointment, including missed business time, unless such liability cannot lawfully be excluded.

If the customer is not present at the agreed time, fails to provide access, or otherwise prevents the service from going ahead, we may treat the booking as cancelled by the customer and apply the relevant charge. Where a technician waits beyond a reasonable period, we may leave the site and attempt to rebook the service at our discretion. Chiswick Carpet Cleaners will always act reasonably, but repeated no-shows or late changes may affect future bookings.

5. Liability and Limitations

We will perform the service with reasonable skill and care, using appropriate equipment and cleaning solutions for the materials presented to us. However, the customer acknowledges that carpet cleaning is not risk-free. Some fabrics may shrink, fade, lose dye, or react unpredictably to moisture or cleaning agents, particularly where items are old, heavily worn, or previously treated. We do not guarantee that every mark, odour, or stain will be fully removed.

Our liability for direct loss or damage caused by our negligence will be limited to the amount paid, or payable, for the specific service in question, except where the law prevents such a limitation. We shall not be liable for loss of profit, loss of business, loss of anticipated savings, indirect or consequential loss, or damage caused by circumstances outside our control. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

The customer remains responsible for securing insurance cover for valuable or delicate items not reasonably protected by the service. If damage is alleged, the customer should notify us as soon as reasonably possible and before moving, washing, or repairing the affected item, where this can be avoided. We may ask for photographs, purchase information, or other evidence to help assess the claim. Any claim must be made within a reasonable time.

6. Waste Handling and Regulatory Compliance

We are committed to responsible waste handling and compliance with applicable UK waste regulations. Wastewater, removed soil, used cloths, packaging, empty containers, and other service-related residues will be handled in a manner consistent with environmental and legal requirements. The customer must not request or expect unlawful disposal practices. Where waste must be removed from the premises, it will be managed by us or our authorised agents in accordance with applicable rules.

The customer must inform us of any substances that may affect disposal, including hazardous materials, biological contamination, mould, or chemical residues. If we discover waste or contamination that requires specialist handling, we may suspend work and advise that specialist contractors or additional procedures are needed. We reserve the right to decline to handle items or materials that we reasonably believe may breach health, safety, or environmental requirements.

Both parties agree to comply with all laws and regulations relevant to the service, including health and safety duties, environmental obligations, and consumer protection requirements. If a site condition, customer instruction, or third-party action would cause us to breach the law, we may refuse to continue the work without liability for any resulting delay or inconvenience.

7. Complaints, Corrections, and Aftercare

Should the customer believe that the service has not been completed properly, the matter should be raised as soon as possible so we can investigate. In many cases, a suitable remedy may be offered, such as a re-clean of the affected area or a review of the treatment applied. Any such remedy is offered without admission of liability and at our discretion, unless required otherwise by law. The customer must allow us a reasonable opportunity to inspect and, where appropriate, correct the issue.

Cleaning results are affected by drying time, fibre type, ventilation, and use after the service. The customer should follow any aftercare instructions provided, including restricting foot traffic, avoiding premature replacement of furniture, and keeping the area ventilated where practical. If the customer ignores aftercare advice, we may not be responsible for resulting marks, re-soiling, or delayed drying.

We may photograph the condition of items before, during, or after service for operational records, quality control, evidence of treatment, or dispute resolution. Such records will be used in line with applicable data protection requirements. Any personal information collected in connection with a booking will be handled lawfully and only for legitimate business purposes.

8. General Provisions

If we choose not to enforce a right or remedy at any time, this does not mean that we waive that right or remedy in the future. Any variation to these terms must be agreed by us in writing or clearly confirmed by us through an authorised representative. These terms may be updated from time to time, but the version applicable to a booking will be the version in force at the time the booking was made, unless a later version is accepted by both parties.

If any clause is found invalid or unenforceable, the remaining clauses will continue to apply. No third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. The customer may not assign or transfer the benefit of the service contract without our prior agreement.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or the service provided by Chiswick Carpet Cleaners, 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 law requires otherwise. By booking our services, you confirm that you have read, understood, and accepted these terms.