Shoreditch Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Shoreditch Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are intended to create clarity about what is included in a carpet cleaning service, how bookings are managed, when payment is due, and how matters such as cancellations, waste, and liability are handled. Please read them carefully before placing an order for carpet cleaning services.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Shoreditch Carpet Cleaners, and references to “you” or “the customer” mean the person or business booking the service or authorising work on the relevant property. These terms apply to all standard Shoreditch carpet cleaners services unless we agree otherwise in writing. If any special arrangement is made for a particular job, that arrangement will apply only to the extent it does not conflict with these terms.
We aim to provide a professional and reliable service, but cleaning results can vary depending on fabric type, condition, prior treatment, age, wear, stains, and environmental factors. Accordingly, no representation is made that every mark, odour, or stain will be fully removed. A carpet cleaning service involves the use of water, detergents, and specialist equipment, and the customer accepts that some drying time is normal after the work is completed.
Booking Process
A booking may be made through any channel we make available from time to time, including by telephone, email, online form, or message. A booking is not confirmed until we have accepted it and, where applicable, received any deposit or pre-authorisation requested. We may decline a booking at our discretion for reasons including limited availability, safety concerns, incomplete information, or previous non-payment. A confirmed booking will normally include the service address, approximate time slot, nature of the work, and any stated exclusions or additional services.
It is your responsibility to ensure that all booking details are accurate. This includes the number of rooms or items to be cleaned, access instructions, parking restrictions, lift availability, and any special requirements relating to pets, fragile items, staining, or water supply. If information provided at the time of booking is inaccurate or incomplete, we reserve the right to revise the quotation, adjust the time required, or refuse to proceed where the difference materially affects the work. Any quoted arrival time is an estimate unless expressly stated as fixed.
We may contact you before the appointment to reconfirm details, request additional information, or discuss any practical issues that could affect the service. If an estimated quote is based on photographs, descriptions, or remote information, that quote may be amended on site where the actual condition, scope, or layout differs from what was represented. If the customer declines an essential adjustment that is reasonably required for safe or effective cleaning, we may treat the job as cancelled by the customer and charge any applicable fee.
Payments and Charges
Unless agreed otherwise in writing, payment is due immediately upon completion of the service. We may require a deposit, card pre-authorisation, or advance payment for certain jobs, including larger commercial works, high-value bookings, or services scheduled at peak times. Accepted payment methods may include cash, card, bank transfer, or other methods we notify to you. The price payable is the price quoted or confirmed by us, subject to any agreed extras, waiting time, parking charges, congestion or access fees, or additional work approved by you on the day.
Where a quotation is given, it is based on the information available at the time and assumes ordinary access, normal cleaning conditions, and no hidden complications. If additional labour, specialist treatment, stain removal, moving of heavy items, or extra drying equipment is required, we will inform you as soon as reasonably practicable and may charge an additional amount. If you ask us to proceed with extra work, you agree to pay for it. Unless otherwise stated, all prices are inclusive of standard labour and materials but exclusive of unusual access costs or third-party charges incurred in carrying out the work.
Late or failed payment may result in administration charges, interest, or recovery action to the extent permitted by law. If payment is made by bank transfer, it must clear in full unless we agree otherwise. We reserve the right to suspend future services until outstanding sums are settled. You must not withhold payment because of matters outside our control, including pre-existing wear, ordinary cleaning variation, or delays caused by access problems, unless a genuine dispute exists as to the service actually provided.
Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booking by giving reasonable notice. If you cancel with sufficient notice, we will usually not charge a cancellation fee, although we reserve the right to recover any non-refundable costs already incurred. If you cancel late, fail to provide access, or do not make the property available at the agreed time, we may charge a cancellation fee or the full booking price where our team has attended and been prevented from carrying out the work. The amount charged will reflect the lost appointment time, labour, and any expenses reasonably incurred.
We may need to reschedule or cancel a booking due to illness, equipment failure, adverse weather, road closures, safety concerns, or other events outside our reasonable control. Where this happens, we will seek to offer an alternative appointment within a reasonable period. We will not be liable for indirect losses arising from a necessary change of date or time. If you need to postpone because of access restrictions, refurbishment, tenancy changes, or similar reasons, you should tell us as early as possible so that we can make a fair adjustment.
Where our team arrives and cannot proceed because the property is not ready, unsafe, or unsuitable for cleaning, the appointment may be treated as a late cancellation. Examples include insufficient access, lack of water or electricity where needed, ongoing building works, excessive obstructions, or conditions posing a risk to equipment or personnel. In such cases, any call-out or waiting charge notified to you may be applied. We recommend that you check the area to be cleaned before the appointment and remove, where practical, personal items and valuables.
Service Standards, Customer Duties, and Liability
The customer must take reasonable steps to prepare the property for cleaning. This includes ensuring safe access, securing pets, moving small personal items where practical, and advising us of any fragile surfaces, hidden defects, or known issues such as loose seams, colour instability, water damage, or previous chemical treatment. We are not responsible for the removal of items that are not part of the booked service unless we expressly agree to move them. Where furniture is moved as part of the service, it may only be moved if doing so is reasonably safe and appropriate.
Our liability is limited to losses directly caused by our negligence, breach of contract, or failure to perform the service with reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not liable for indirect or consequential losses, loss of profit, loss of business, or loss arising from items that were already defective, unsuitable, or improperly installed before the service began.
Cleaning can sometimes reveal pre-existing damage or conditions that were not visible beforehand, such as worn fibres, colour loss, old staining, seam damage, underlay deterioration, moth damage, or patchy fading. We are not responsible for such conditions if they existed before the service or would reasonably have been present even if not apparent. Where a material issue is identified during the service, we may stop work on that area and notify you. If you instruct us to continue in spite of a known risk, you accept the possible consequences to the extent permitted by law.
Waste Regulations, Disposal, and Environmental Handling
We comply with applicable UK waste and environmental regulations when removing waste arising from the provision of our services. This may include packaging, disposable cloths, filters, small residue materials, or contaminated items that are lawfully removed as part of the job. Unless otherwise agreed, waste disposal is limited to cleaning-related waste generated by us and does not include bulky household rubbish, construction debris, or hazardous waste. Where the work produces wastewater or contaminated residues, we will handle them in a manner we consider lawful and appropriate for the type and scale of the service.
The customer is responsible for telling us in advance about any hazardous substances or special waste that may be present at the property. This includes, without limitation, biological contamination, asbestos, needles, sharps, medical waste, chemicals, solvents, oil contamination, or mould beyond ordinary household levels. We may refuse to handle such materials or may require specialist procedures and additional charges. We will not knowingly place waste into a stream that would breach environmental law, and we may pause or stop work if handling conditions are unsafe or if disposal requirements are unclear.
If local rules, site management instructions, or building policies restrict disposal, parking, loading, or waste removal, you must inform us before the booking begins. Any extra cost incurred because of compliance with lawful disposal requirements, restricted access, or the need to transport waste to a suitable facility may be passed on to you where reasonably necessary and properly notified. We do not undertake unlawful dumping, mixing of incompatible materials, or disposal in a way that would breach relevant waste, drainage, or environmental obligations.
Insurance, Claims, and Disputes
We maintain such insurance as we consider appropriate for the nature of our business, but insurance does not extend our liability beyond these Terms and Conditions. If you believe damage has occurred, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. Please provide photographs, a description of the issue, and any relevant background so that we can investigate properly. You must allow us a reasonable opportunity to inspect the affected area and, where appropriate, attempt a remedy before you arrange third-party repairs or replacement.
Any claim will be assessed on the basis of evidence, the condition of the item before work began, the instructions given, and whether any alleged loss was reasonably foreseeable. We may choose to repair, re-clean, or compensate for proven direct damage up to the amount paid for the affected service, subject always to the limits permitted by law. This approach does not affect your statutory rights as a consumer where applicable. If a dispute arises, both parties should act reasonably and try to resolve it promptly and in good faith.
Nothing in these terms prevents us from asserting any legal defence available to us, including that a problem arose from pre-existing conditions, inadequate disclosure, misuse after service, or the inherent nature of the material cleaned. The customer is responsible for securing valuables, loose cash, documents, jewellery, and fragile items before the appointment. We do not accept responsibility for items left unattended in areas being cleaned unless we have expressly agreed to take custody of them in writing.
General Provisions and Governing Law
We may update these Terms and Conditions from time to time. The version in force at the date of your booking will normally apply to that booking unless a change is required by law or expressly agreed otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Our failure to enforce any right or provision will not constitute a waiver of that right or provision. You may not assign your rights under these terms without our written consent.
These terms are intended to be read consistently with applicable consumer and contract legislation in the United Kingdom. If you are booking on behalf of a business, you confirm that you have authority to do so and that the service will be used for business purposes only where stated. We may rely on information supplied by you and are not responsible for errors caused by inaccurate descriptions, misleading statements, or failure to disclose relevant property conditions. Any notices relating to a booking should be given in a form that can be retained for reference.
These Terms and Conditions and any dispute or claim arising out of or in connection with them 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, except where the customer is a consumer and mandatory legal rights provide otherwise. By proceeding with a booking for Shoreditch carpet cleaning, you confirm that you have read, understood, and agreed to these terms as the basis on which the service is provided.
