Shacklewell Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Shacklewell Carpet Cleaners provides professional carpet cleaning and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of what is included in the service, how bookings are handled, when payment becomes due, and how responsibility is shared between the customer and the company. In this document, references to Shacklewell Carpet Cleaners, we, us, and our refer to the service provider. References to you and the customer refer to the person or business receiving the carpet cleaning service.

These terms apply to all standard carpet cleaning appointments, stain treatment requests, upholstery-adjacent cleaning where agreed, and any additional services that may be added to the booking. The scope of work will normally be confirmed at the time of quotation or booking, and any change requested after that point may affect timing, availability, and price. For clarity, a booking does not guarantee that every stain, mark, odour, or type of damage can be fully removed. Carpet fibre composition, age, previous maintenance, and prior treatment all affect results.

The customer is responsible for ensuring that the property is reasonably ready for work to begin at the agreed time. This includes providing safe access, making the cleaning area available, and removing fragile items, valuables, or items that could be damaged by normal cleaning activity. Where the service requires parking, lift access, entrance codes, or other practical arrangements, the customer must make these available in advance. If access is delayed or restricted, the appointment may need to be shortened, rescheduled, or charged as a wasted visit.

All bookings are subject to acceptance by Shacklewell Carpet Cleaners. A quotation, whether given by phone, email, or online, is an estimate based on the information supplied by the customer and any inspection we carry out. Unless otherwise stated, prices may change if the actual condition of the carpets differs from the description provided, if the area is larger than declared, or if the work includes extra services requested on arrival. Booking confirmation may be issued verbally or in writing, and the customer should review the details carefully to ensure that the date, time, address, and service requirements are correct.

We reserve the right to refuse or postpone a booking where the premises are unsuitable, where there is a serious health and safety concern, or where the customer has not provided sufficient information to carry out the work safely and effectively. If specialist equipment, additional labour, or longer drying times are needed because of the condition of the carpet or the property, we may advise a revised schedule or price before proceeding. Any agreement to proceed with additional work will be treated as acceptance of the revised terms for that appointment.

Customers must disclose, before the appointment, any relevant issues that may affect the cleaning process, including previous water damage, mould, weak flooring, loose carpet seams, underfloor heating, delicate fibres, or recent chemical treatment. This information helps us choose appropriate methods and reduces the risk of unintended damage. Failure to disclose important details may limit our ability to deliver the service safely and may affect liability if an issue later arises.

Payment terms depend on the type of service booked and any written agreement made in advance. In most cases, payment is due immediately upon completion of the work, unless a different arrangement has been agreed beforehand. We may accept card payment, bank transfer, or other methods made available at the time of booking. Where payment is due on completion, the customer must ensure that the person present is authorised to make payment. Late payment may result in reminders, suspension of future bookings, and recovery action where necessary.

If a deposit is requested, it will be used to secure the date and time of the appointment. Deposits are generally non-refundable where the customer cancels outside the permitted cancellation period or fails to provide access. If we cancel the service for reasons within our control, any prepaid amount relating to the cancelled appointment will be refunded or rearranged, depending on the customer’s preference and practical availability. Any refund will normally be made using the original payment method unless otherwise agreed.

Discounts, promotional rates, or special offers, if available, apply only to the conditions stated at the time of offer. They cannot normally be combined unless expressly permitted. Any quotation provided is exclusive of additional charges unless otherwise stated, and the customer remains responsible for payments arising from approved extras, including heavy soil removal, exceptional stain treatment, aftercare products, or additional time required due to access or unexpected property conditions.

Cancellation by the customer should be made as early as possible. Where a booking is cancelled with sufficient notice, we may allow rescheduling without penalty, depending on availability. If the customer cancels at short notice, especially after equipment and staff have already been allocated to the appointment, a cancellation fee may apply. The exact fee may vary according to the level of notice provided and the amount of preparatory work already undertaken. Missed appointments and failure to grant access at the scheduled time may be treated as late cancellation.

We may cancel or reschedule an appointment if weather conditions, illness, equipment failure, building access problems, or other circumstances beyond our reasonable control make it impractical or unsafe to carry out the work as planned. In those circumstances, we will aim to offer an alternative date. We will not be liable for indirect loss caused solely by such unavoidable changes, provided we act reasonably and keep the customer informed where possible.

Where the customer is a consumer, any statutory cancellation rights that apply to distance or off-premises contracts will be handled in accordance with UK consumer law. However, if the customer expressly requests that the service begin within the statutory cooling-off period, the customer may lose the right to cancel once the service has been fully performed, and may still be required to pay for work already carried out if cancellation occurs after the service has started. This does not affect any non-excludable legal rights the customer may have.

Our liability is limited to losses or damage directly caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We do not accept liability for pre-existing damage, hidden defects, wear and tear, colour loss due to age, poor carpet condition, or deterioration caused by unsuitable materials. Where the customer has failed to provide accurate information, or has instructed us to proceed despite warnings, liability may be reduced or excluded to the extent permitted by law. This includes situations where the customer requests a method that is not ideal for the carpet type.

While every effort is made to achieve a high standard of carpet cleaning, we cannot guarantee complete removal of all stains, odours, or contamination. Certain marks are permanent or may resurface after drying due to previous spill penetration, underlay contamination, or fibre reaction. Any estimate of improvement is an honest professional assessment, not a promise of perfect restoration. The customer should note that drying times can vary, and carpets may require ventilation or limited foot traffic after the work is completed.

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 English law. If a claim arises, the customer must notify us within a reasonable time and provide details of the issue, together with any supporting photographs or information. We may request an opportunity to inspect the affected area before any repair, refund, or other remedy is considered. Any remedy will be proportionate and limited to the actual service provided.

In the course of providing carpet cleaning services, we may remove waste water, vacuumed debris, protective coverings, packaging, disposable filters, and other service-related waste from the premises. All such waste will be handled in accordance with applicable UK waste regulations and environmental obligations. The customer agrees that we may dispose of minor service waste arising directly from the cleaning process where it is lawful and practical to do so. We will not remove household rubbish, hazardous substances, or items not expressly included in the service unless agreed in advance and legally permitted.

Where waste water or residues require lawful disposal off-site, Shacklewell Carpet Cleaners will take reasonable steps to prevent spillage, contamination, or nuisance. The customer must not request disposal of materials that are prohibited by law, unsafe to transport, or beyond the scope of a normal carpet cleaning appointment. If the property contains biological contamination, asbestos risk, sharps, chemical residues, or other specialist hazards, the customer must notify us beforehand so that we can decide whether the work can be carried out safely and lawfully.

If specialist waste management is needed, additional charges may apply and the work may require separate arrangements. We may refuse to proceed where disposal obligations cannot be met safely or legally. The customer is responsible for ensuring that the premises comply with the basic requirements for safe service delivery, including appropriate ventilation, access to water and electricity where needed, and removal of items that could interfere with the cleaning process. These obligations help protect both the customer and our staff while supporting responsible business practice.

Customers must cooperate reasonably during the service. This includes providing accurate instructions, ensuring that pets and children are kept away from the working area, and confirming which areas are to be cleaned. If a customer asks us to move furniture, we may do so only where it is safe and practicable. We are not responsible for damage to items that are unstable, poorly assembled, excessively heavy, or already damaged. Any furniture movement is undertaken at the customer’s risk unless we have expressly agreed otherwise in writing.

Any complaint should be raised promptly so that it can be assessed while the relevant condition remains visible. Delayed complaints may be harder to verify and may affect the available remedy. If a re-clean is offered, it will usually be limited to the originally agreed area and the original issue complained of. A re-clean is not an admission of fault but a practical way to address avoidable concerns where appropriate. If a refund is considered, it will reflect the proportion of the service affected rather than the whole appointment unless the circumstances justify a broader remedy.

We may update these Terms and Conditions from time to time. Changes will apply to bookings made after the revised version is issued or published, unless a different agreement has been confirmed in writing. The version in force at the time of booking will usually govern that appointment. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from the service, the booking, payment, or the interpretation of these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where the customer’s statutory rights require otherwise. The intention of these terms is to be fair, transparent, and consistent with applicable UK consumer and commercial law. They are designed to support a clear service relationship while allowing Shacklewell Carpet Cleaners to operate responsibly and professionally.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. If the customer is booking on behalf of a landlord, agent, company, or other third party, that person confirms that they have authority to agree to these terms for the relevant premises. Any variation must be agreed in writing. These terms, together with the confirmed booking details and any written quotation, form the entire agreement between the parties for the specific service appointment unless expressly varied in writing.