East Sheen Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which East Sheen Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related treatments such as upholstery cleaning, stain removal, odour treatment, and fabric care where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. These terms are intended to be fair, transparent, and consistent with applicable UK consumer law. They are designed to protect both the customer and the service provider by clarifying what is included, what is excluded, and how each stage of the service will be handled.

The contract applies to all services supplied by the company, whether the work is booked by phone, email, online form, text message, or any other accepted booking method. References to carpet cleaning services, carpet cleaners, and carpet cleaning company in this document refer to East Sheen Carpet Cleaners and the services supplied under that trading name. The customer should ensure that all information provided at the time of booking is accurate and complete, including the type of flooring, the nature of the stains or contamination, and any access restrictions that may affect the work.

These terms are written for use as a legal information page and should be read carefully before the appointment date. If any part of the service is not clear, the customer should request clarification before booking is confirmed. Proceeding with a booking indicates acceptance of the terms in force at that time.

1. Booking Process

A booking is made when the customer provides the required details and the company confirms availability. The booking process for East Sheen Carpet Cleaners is straightforward, but it depends on accurate information from the customer. At the time of request, the customer may be asked to provide room sizes, floor types, approximate soiling levels, parking or access considerations, and any special requirements. This information helps the service team allocate suitable equipment, time, and cleaning methods.

All bookings are subject to acceptance by the company. A quotation, estimate, or availability check does not in itself create a binding agreement. The booking becomes effective only when the company issues a confirmation, either in writing or by another recorded communication. The company may refuse or cancel a request where the service is unsuitable, where access is impractical, where there is a health and safety concern, or where the requested work falls outside normal service capability.

Customers are responsible for ensuring that the service location is ready for the appointment. This includes moving fragile items, removing small personal belongings, securing pets, and advising the company of any hazards or special circumstances. If the customer fails to disclose relevant information, East Sheen Carpet Cleaners may need to adjust the scope of work, change the price, reschedule the visit, or decline to proceed where necessary for safety or quality reasons.

2. Service Scope and Customer Obligations

The company will use reasonable skill and care when providing carpet and upholstery cleaning services. However, the final result may vary depending on the age and condition of the fibres, previous cleaning history, the type of stain, the extent of wear, and whether pre-existing damage is present. Some marks may be permanent or may only be partially improved. Natural fibres, delicate fabrics, unstable dyes, and heavily soiled areas may require additional caution or may not be suitable for standard treatment.

The customer must ensure that the property has access to water and power unless an alternative arrangement has been agreed in advance. The customer must also inform the company of any fragile flooring, hidden cables, underfloor heating, or property-specific restrictions that could affect cleaning. If the company reasonably believes that continuing would risk damage, it may stop the work, change the method, or recommend an alternative approach. Any additional work requested on the day may be chargeable and is subject to availability.

East Sheen Carpet Cleaners may decline to clean items that are excessively worn, contaminated, unsafe to handle, or unsuitable for the cleaning process selected. The customer acknowledges that some odours, stains, and residues may reappear after treatment if they were deeply embedded or caused by underlying issues such as moisture, pet accidents, or long-term contamination. The company does not guarantee the removal of every stain, smell, or mark.

3. Pricing and Payments

Prices are normally quoted based on the information supplied by the customer and may be confirmed as a fixed price or an estimate. If the actual work differs materially from the original description, the price may need to be revised before the service proceeds. Examples include additional rooms, larger areas than stated, severe contamination, or the need for specialist products or equipment. Any change in price will be explained before extra work is carried out wherever reasonably possible.

Unless stated otherwise, payment is due on completion of the service or in accordance with the payment terms confirmed at booking. The company may accept payment by bank transfer, card, cash, or another approved method. Where a deposit is requested, the booking may not be secured until the deposit has been received. All payments must be made in full and without deduction unless the company has agreed otherwise in writing. If payment is not received on time, the company may charge reasonable recovery costs permitted by law.

Any promotional price, discount, or special offer applies only for the period and conditions stated at the time of booking. Offers cannot usually be combined unless expressly permitted. Price changes in relation to market costs, fuel, labour, or supplier charges do not affect confirmed bookings unless the customer changes the scope of the work or requests additional services.

4. Cancellations, Rescheduling, and Access Issues

The customer may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is made at short notice, the company may charge a cancellation fee to recover lost time, travel, or preparation costs. The exact charge may depend on the timing of the cancellation and whether materials have already been allocated. If the company arrives at the property but cannot complete the work because access is denied, the premises are unattended, the customer is absent, or essential conditions are not met, a call-out or aborted appointment charge may apply.

East Sheen Carpet Cleaners may reschedule an appointment if staff sickness, equipment failure, severe weather, unsafe conditions, or another event outside reasonable control prevents the work from being completed on the planned date. In such cases, the company will aim to offer a new appointment at the earliest practical time. The company is not responsible for indirect losses arising from a rescheduled visit, provided that reasonable notice and an alternative arrangement are offered where possible.

If the customer repeatedly cancels, fails to provide access, or does not cooperate in preparing the property, the company may refuse future bookings. This clause is intended to ensure efficient scheduling and to avoid unnecessary disruption to other customers.

5. Liability and Limitations

The company will take reasonable care of the customer’s property while carrying out the service. However, liability is limited to losses that are foreseeable and directly caused by proven negligence or breach of contract. The company does not exclude liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Where the customer suffers damage that is attributable to the company’s fault, the company may, at its option, repair, re-clean, replace, or compensate up to the reasonable value of the affected item or the service fee paid, whichever is appropriate in the circumstances and permitted by law.

The company is not liable for pre-existing defects, hidden damage, weak seams, colour loss, shrinkage caused by unsuitable materials, or deterioration due to age and wear. The customer should disclose any previous repairs, sensitive dyes, or known issues before work begins. The company is also not liable for loss or damage caused by items left on floors, unsecured possessions, or valuables that were not removed from the work area in advance. Delicate ornaments, electronics, documents, and irreplaceable items should be secured by the customer before the appointment.

Where the customer requests a cleaning method against the company’s advice, liability for resulting issues may be limited or excluded to the extent permitted by law. The customer accepts that some areas may need more than one treatment to achieve the best realistic result. The service is provided on a reasonable endeavours basis rather than as a guarantee of perfection.

6. Waste, Disposal, and Environmental Compliance

Waste arising from the cleaning process, including waste water, dirty residues, used cloths, packaging, and discarded consumables, will be handled in accordance with applicable UK waste regulations and environmental obligations. East Sheen Carpet Cleaners will take reasonable steps to avoid pollution, prevent unnecessary waste, and dispose of materials lawfully. Where possible, waste will be minimised through efficient product use and responsible working methods.

Some cleaning jobs may produce waste water or contaminated materials that must not be discharged into drains, natural watercourses, or other inappropriate locations. The company will normally manage such waste in a safe and lawful manner. The customer must not ask the company to dispose of hazardous, illegal, or undisclosed materials. If the company discovers contamination that requires specialist handling, the work may be paused or stopped, and additional charges may apply where extra procedures are needed and lawful to provide.

The customer remains responsible for declaring any known contamination, including biological waste, mould, chemicals, bodily fluids, pest-related residues, or other dangerous substances. If such contamination is discovered unexpectedly, the company may refuse to continue until it is safe and lawful to do so. In these situations, the customer may be advised to seek specialist remediation services.

7. Complaints, Re-Cleans, and Service Checks

If the customer believes that an aspect of the service has not been carried out with reasonable care and skill, they should notify the company within a reasonable time after completion. The company may request photos, a description of the concern, and an opportunity to inspect the area. Where appropriate, East Sheen Carpet Cleaners may offer a re-clean or other reasonable remedy. A re-clean will not be offered where the issue arises from factors outside the company’s control, such as new staining, re-soiling, post-cleaning foot traffic, or conditions not disclosed at the time of booking.

Any complaint must relate to the specific service provided and should be made in good faith. The customer agrees to allow the company a reasonable opportunity to assess the concern before arranging remedial steps. If the company determines that the service met the agreed standard, no further action may be required. This procedure does not affect the customer’s statutory rights.

The company may retain records relating to bookings, payments, communications, and service notes for operational, legal, and accounting purposes. Such records will be handled in line with applicable data protection obligations.

8. Force Majeure and Governing Law

The company will not be responsible for delays or failure to perform where the cause is outside its reasonable control. This includes, without limitation, extreme weather, transport disruption, utility failure, strike action, emergency government restrictions, fire, flood, vandalism, or other unforeseen events. Where possible, the company will contact the customer to rearrange the appointment or agree a suitable alternative.

These Terms and Conditions, and any non-contractual obligations arising from them, are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

East Sheen Carpet Cleaners reserves the right to update these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant service unless a change is required by law. By confirming a booking, the customer accepts that these terms form the agreement between the parties for the services requested.