Chiswick Carpetcleaning Terms and Conditions
These Terms and Conditions set out the basis on which Chiswick Carpetcleaning provides domestic and commercial cleaning services in the UK. By booking or accepting a service, the customer agrees to be bound by these terms. They are intended to create a clear understanding of what is included in a carpet cleaning service, how bookings are made, when payments are due, and how responsibility is allocated if issues arise. For the avoidance of doubt, the words we, us, and our refer to Chiswick Carpetcleaning, and you or the customer refer to the person requesting or receiving the service.
These terms apply to all carpet cleaning services, including related upholstery or stain treatment where such work has been agreed in advance. Nothing in these Terms and Conditions affects your statutory rights under UK consumer law. If there is any inconsistency between these terms and mandatory legal rights, the law will prevail. The customer is responsible for reading these terms before confirming a booking, and continued use of our services is taken as acceptance of them.
We may update these terms from time to time to reflect legal, operational, or commercial changes. Any updated version will apply to future bookings only, unless a change is required by law or is otherwise communicated in writing. The version in force at the time the booking is accepted will usually govern that booking. In these terms, references to carpet cleaning services, Chiswick carpet cleaning, or carpet cleaning by Chiswick Carpetcleaning are used interchangeably for convenience and to describe the services we offer.
1. Booking Process
Bookings may be made by telephone, email, online enquiry form, or any other booking method we make available from time to time. A booking request is not confirmed until we have acknowledged it and agreed the appointment details. The customer must provide accurate information about the property, the number and size of rooms, the type of flooring, visible damage, access restrictions, parking limitations, and any special cleaning concerns. If the information provided is incomplete or inaccurate, the service may need to be amended on arrival and any price estimate may change accordingly.
When making a booking for carpet cleaning in Chiswick or any other location we serve, the customer should ensure that someone authorised to grant access will be present at the appointment time, unless alternative access arrangements have been agreed in advance. We reserve the right to refuse or reschedule a booking where access is unsafe, unsuitable, or not as described. Appointment times are given as estimated arrival windows unless a fixed time has been expressly confirmed. While we always aim to arrive within the agreed period, delays may occur due to traffic, weather, or service overruns at previous appointments.
We may request photographs, floor plans, or additional details before confirming certain jobs. This helps us determine the correct equipment, cleaning solutions, and drying expectations. If the job is larger, more complex, or requires specialist treatment, we may ask for a deposit before reserving the date. A booking may also be accepted subject to inspection on arrival, particularly where fabric condition, staining, wear, or previous cleaning history cannot be assessed in advance. The customer accepts that some issues cannot be identified until the work begins.
2. Services and Scope of Work
Our Chiswick carpetcleaning services normally include inspection of the treated area, vacuuming where appropriate, application of suitable cleaning solutions, mechanical agitation if required, extraction or other agreed cleaning method, and final review of the cleaned surfaces. The exact method used will depend on the fabric type, pile, level of soiling, and the condition of the item or floor covering. We may decline to use a method that in our professional judgment could damage the material or produce an unsatisfactory result.
Cleaning outcomes can vary because carpets and rugs differ in age, fibre, construction, previous treatment, and level of wear. We do not guarantee that every stain, mark, odour, or discolouration can be fully removed. Some substances may cause permanent damage, including dye bleed, fibre distortion, or chemical reaction, and these risks may be greater on older or delicate materials. If a particular result is important to you, it must be discussed before the work begins. Any promise of a result will only be binding if confirmed in writing.
Customers must remove personal items, breakables, loose valuables, and any objects that may obstruct access before our team arrives, unless we have agreed to assist with limited moving as part of the service. We are not responsible for delays caused by the customer’s failure to prepare the area. Where furniture movement is included, it will usually be limited to reasonably moveable items and may exclude heavy, fixed, fragile, or valuable pieces. We may refuse to move items that present a risk of injury, property damage, or structural harm.
3. Prices, Quotes, and Payments
Prices may be quoted as fixed fees, room-based rates, area-based rates, or as estimated charges depending on the nature of the work. Any quote is based on the information supplied at the time and may change if the actual conditions differ from those described. Additional charges may apply for very heavy soiling, stain treatment, pet contamination, urgent attendance, out-of-hours work, difficult access, parking costs, or extra time needed to complete the job properly.
Unless we agree otherwise, payment is due immediately on completion of the service. We may accept cash, bank transfer, card payment, or another method we specify. Deposits, where requested, are generally non-refundable unless we cancel the booking or are otherwise required to refund it by law. If payment is not made when due, we may charge reasonable recovery costs and suspend any further services until the outstanding balance has been settled. We reserve the right to retain ownership of any goods supplied until payment is received in full where permitted by law.
Important: If the customer requests additional work on the day, including further carpet cleaning services, spot treatment, or extra rooms, the revised price will be confirmed before that work begins. If the revised price is not accepted, we may proceed only with the originally agreed scope or withdraw from the additional work. Any discount or promotional price applies only to the stated service and period, and may not be combined unless we expressly allow it in writing.
4. Cancellations, Rescheduling, and Access Issues
The customer may cancel or reschedule a booking by giving reasonable notice. For standard bookings, we request at least 24 hours’ notice where possible. If less notice is given, we may charge a cancellation fee to cover lost time, travel, and preparation costs. For larger jobs or bookings that required a deposit, a longer notice period may apply if stated at the time of booking. Any cancellation fee will be proportionate and handled in line with applicable UK consumer law.
If we arrive and are unable to gain access, cannot carry out the work because the area has not been prepared, or discover that the booking details were materially inaccurate, we may treat the appointment as a late cancellation or charge a wasted visit fee. This may include situations where keys, parking permissions, or access codes were not provided, where water or electricity is unavailable, or where the premises are unsafe. If a service must be stopped because the customer asks us to leave or refuses reasonable conditions needed to complete the work, a charge may still apply for the time already spent.
We may also cancel or reschedule a booking where weather, staff illness, equipment failure, health and safety concerns, or other circumstances beyond our reasonable control prevent us from carrying out the service. In such cases, we will aim to offer an alternative appointment. If we have received a deposit for a booking that we cancel and cannot reasonably rearrange, we will refund the deposit in full unless we are legally entitled to retain part of it for work already completed. We will use reasonable efforts to minimise disruption and communicate changes promptly.
5. Liability and Limitations
We will carry out each Chiswick carpet cleaning service with reasonable care and skill. However, liability is limited to losses that are foreseeable and directly caused by our negligence or breach of contract. We are not liable for pre-existing defects, latent damage, natural wear and tear, poor previous repairs, fading caused by sunlight, dye instability, shrinkage caused by manufacturer defects, or deterioration that arises from the age or condition of the material. We are also not responsible for issues caused by incorrect information supplied by the customer.
Before cleaning, the customer should notify us of any known problems, including past flooding, prior cleaning failures, weak seams, loose backing, moth damage, colour sensitivity, underfloor heating, or special manufacturer instructions. Where a carpet, rug, or fabric appears fragile, we may recommend a patch test or refuse to clean it using a wet method. If the customer instructs us to proceed against our advice, they accept the associated risk to the extent permitted by law. Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable period after completion.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any single claim or series of connected claims will not exceed the amount paid for the specific service giving rise to the claim, except where the law requires a different outcome. We will not be liable for indirect or consequential losses, including loss of business, loss of use, or emotional distress, to the extent permitted by law.
6. Waste Regulations and Environmental Compliance
Where our service creates wastewater, removed debris, packaging, or contaminated materials, we will handle disposal in accordance with applicable UK environmental and waste regulations. We take reasonable steps to avoid unlawful discharge of waste water or cleaning residues into drains, gardens, or public areas. Where specialist disposal is required because a material has been contaminated with hazardous substances, the customer must tell us before the booking so that we can assess whether the work can be carried out safely and lawfully.
We may use detergents, stain removers, and cleaning agents that are suitable for the task and permitted for professional use. The customer should disclose any environmental restrictions, including sensitivity to certain chemicals or requirements for low-residue products. We are not responsible for the disposal of waste that belongs to the customer unless we have agreed in writing to remove it as part of the service. Any item removed from the property for disposal remains the customer’s responsibility until we expressly accept responsibility for it under an agreed arrangement.
The customer must not ask us to dispose of hazardous or regulated waste unless this has been discussed in advance and we have confirmed that we can lawfully and safely do so. This includes, by way of example, bodily fluids, sharps, asbestos-containing materials, chemicals, solvents, or any waste requiring a specialist carrier or licence. If prohibited materials are discovered during a booking, we may suspend the service and request that the customer arrange appropriate handling. Our commitment to compliance is part of responsible carpet cleaning in the UK and forms a material condition of service.
7. Customer Responsibilities
The customer must ensure that the premises are reasonably safe and suitable for the work to be carried out. This includes providing access to running water, electricity, lighting where required, and a clear working area. The customer is also responsible for securing pets and children during the appointment and for protecting items that are not intended to be cleaned. If alarms, security systems, or building management restrictions could affect the visit, the customer must advise us in advance. Any failure to do so may result in delay or extra charges.
The customer should take reasonable steps to protect adjacent surfaces, vulnerable furnishings, and valuable items. Although we use care when moving equipment, hoses, and tools through the property, we are not responsible for pre-existing damage to floors, skirting boards, door frames, or decorations unless caused by our negligence. Customers are advised to remove or protect items that may be affected by moisture, cleaning vapour, or temporary surface disturbance. We may refuse to proceed if the premises are unsuitable or if doing so would create an avoidable risk.
If drying is expected after the service, the customer must allow adequate ventilation and avoid use of the cleaned area until it is sufficiently dry. Drying times are estimates only and can be affected by carpet type, temperature, humidity, and airflow. We are not responsible for delays in drying caused by the customer closing windows, switching off airflow, or walking on the area too soon after treatment. If any aftercare instructions are provided, the customer should follow them carefully to reduce the risk of re-soiling or damage.
8. Complaints and Disputes
If the customer is dissatisfied with any aspect of the service, they should notify us as soon as possible so that we may inspect the issue and, where appropriate, offer a remedy. We may request photographs, a description of the concern, and the chance to revisit the property before any third party is involved. A revisit or remedial treatment may be offered at our discretion where it is practical and reasonable to do so, and where the issue falls within our responsibility.
We do not accept liability for complaints that arise from normal reappearance of soil, wick-back, hidden staining, or residues revealed after drying, unless this is due to our failure to take reasonable care. Some stains may resurface because contamination has penetrated the underlay or backing, and this is not always visible at the time of cleaning. Similarly, odours may originate from the subfloor or a source outside the treated textile. Our assessment will be based on the facts reasonably available at the time of the complaint.
If a dispute cannot be resolved informally, both parties may use the courts of England and Wales, or Scotland or Northern Ireland where applicable, in line with the governing law clause below. Nothing in this section prevents either party from seeking advice from a legal professional, consumer body, or alternative dispute resolution provider where appropriate. We aim to handle concerns fairly and proportionately, while keeping the process practical and focused on resolution rather than unnecessary formality.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales unless the mandatory laws of another part of the UK apply. Where the customer resides in Scotland or Northern Ireland, local mandatory rules may apply to particular aspects of the relationship. The parties agree that the relevant courts will have jurisdiction to determine any dispute that cannot be settled amicably. This clause is intended to provide legal certainty for all carpet cleaning services supplied by Chiswick Carpetcleaning.
If any part of these Terms and Conditions is found to be unenforceable or invalid, the remainder will continue in full force to the extent permitted by law. Any failure by us to enforce a right or provision on one occasion does not waive that right or provision for future use. Headings are included for convenience only and do not affect interpretation. The customer confirms that they are acting either as a consumer or in a business capacity as disclosed at the time of booking, and the applicable legal protections will depend on that status.
By booking a service with Chiswick Carpetcleaning, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. They also confirm that all information provided during the booking process is true and complete to the best of their knowledge. These terms are designed to support a professional, transparent, and lawful service relationship. They should be read together with any written quotation, service confirmation, or agreed amendment that may apply to the specific booking.
