Chiswick Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of carpet and upholstery cleaning and related services by Chiswick Carpet Cleaners to residential and commercial customers within our operating area. By booking a service, you agree that you have read, understood, and accept these Terms and Conditions in full. If you do not agree to these terms, you must not book or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company, or organisation that books or receives services from Chiswick Carpet Cleaners.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end-of-tenancy cleaning and any other related services agreed in writing as part of a booking.
Premises means the property or location where the Services are to be carried out.
Technician means a representative, employee, contractor, or subcontractor of Chiswick Carpet Cleaners who performs the Services.
Agreement means the contract between Chiswick Carpet Cleaners and the Customer comprising these Terms and Conditions and the confirmed booking details.
2. Service Area
Chiswick Carpet Cleaners provides Services primarily in Chiswick and surrounding West London districts. Acceptance of a booking is subject to service availability in the relevant area and at the requested time and date. We reserve the right to decline or amend any booking request outside our standard service routes or where access, parking, or other local conditions prevent safe and practical service delivery.
3. Booking Process
3.1 Bookings may be requested by the Customer via our website form, written correspondence, or other approved communication channels. A booking is only considered confirmed when Chiswick Carpet Cleaners issues a written confirmation specifying the Services, date, time window, and price estimate or quotation.
3.2 The Customer is responsible for providing accurate information when booking, including the type and size of the areas to be cleaned, the number and condition of carpets and rugs, the type of upholstery, access details, and any known stains, damage, or special requirements.
3.3 Any quotation or estimate is based on the information supplied by the Customer. If upon arrival the Technician finds that the information was incomplete or inaccurate, Chiswick Carpet Cleaners reserves the right to adjust the price, the scope of work, or the time required to complete the Services. Where a significant change is required, we will seek the Customer’s agreement before proceeding.
3.4 Time slots for attendance are provided as estimates and are subject to traffic, prior job overruns, and other factors. While we aim to attend within the agreed time window, time is not of the essence in the performance of our obligations, and we will not be liable for minor delays.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Technician has safe, free, and uninterrupted access to the Premises at the agreed time. This includes arranging parking where necessary and complying with any local parking regulations or building rules.
4.2 The Customer must ensure that water and electricity are available during the visit, along with adequate lighting and ventilation. If necessary, the Customer must obtain any permissions required from landlords, building managers, or other relevant parties.
4.3 The Customer must remove fragile items, valuables, and small personal belongings from the areas where work is to be carried out. While reasonable care will be taken, Chiswick Carpet Cleaners will not be responsible for moving heavy furniture, electrical equipment, or personal items unless specifically agreed in advance.
4.4 If access is not available or the Technician is prevented from carrying out the Services due to circumstances within the Customer’s control, this may be treated as a late cancellation and a fee may be charged in accordance with section 7.
5. Scope of Services and Results
5.1 The Technician will perform the Services with reasonable skill and care, using appropriate equipment and cleaning solutions suitable for the identified materials, where such information is available.
5.2 While every effort is made to achieve the best possible cleaning results, stain and odour removal cannot be guaranteed. The outcome will depend on the age, type, and cause of the stain, previous attempts at cleaning, fibre type, and overall condition of the carpet or upholstery.
5.3 The Customer acknowledges that certain stains, wear, fading, and damage may be permanent and that aggressive treatment might further damage the fibres or colour. The Technician may refuse to perform certain treatments where there is a material risk of damage or where the item is unsuitable for the requested process.
5.4 The Customer must inform the Technician of any known issues with the items to be cleaned, such as colour instability, prior damage, shrinkage risk, loose seams, or previous repairs. Chiswick Carpet Cleaners will not be liable for damage where relevant information has not been disclosed.
6. Pricing and Payment
6.1 Prices are normally quoted per room, per item, or per square metre, depending on the service type. All prices will be provided or confirmed to the Customer before the service is carried out. Prices may be subject to change where the scope of work is altered or additional services are requested on site.
6.2 Unless otherwise stated, prices are inclusive of any applicable taxes. If the applicable tax rate changes before the date of the Service, the price will be adjusted accordingly.
6.3 Payment is due on completion of the Services on the day of the visit, unless otherwise agreed in writing. We may accept payment by cash, bank transfer, or card, subject to availability of payment methods at the time of service.
6.4 For commercial clients or larger projects, Chiswick Carpet Cleaners may require a deposit or full prepayment. Any such requirement will be confirmed at the time of booking. Invoices must be paid by the date specified on the invoice.
6.5 If payment is not received when due, Chiswick Carpet Cleaners reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs associated with debt collection.
7. Cancellations, Rescheduling, and No-Show
7.1 The Customer may cancel or reschedule a booking by giving at least 24 hours notice prior to the scheduled arrival time. Cancellations or rescheduling requests should be made through the same method used for booking or another readily accessible method notified by us.
7.2 If less than 24 hours notice is given, Chiswick Carpet Cleaners reserves the right to charge a late cancellation fee, which may be up to 50 percent of the quoted service value to cover lost time and allocated resources.
7.3 If the Customer fails to provide access to the Premises at the scheduled time, or the Technician is unable to carry out the Services due to circumstances within the Customer’s control, this may be treated as a no-show. In such cases, a fee up to 100 percent of the quoted service value may be charged.
7.4 Chiswick Carpet Cleaners reserves the right to cancel or reschedule a booking where necessary due to circumstances beyond our control, such as staff illness, equipment failure, or adverse weather. In such cases, we will notify the Customer as soon as reasonably possible and offer an alternative date. We will not be liable for any consequential loss arising from such cancellation or rescheduling.
8. Customer Satisfaction and Complaints
8.1 If the Customer is dissatisfied with any aspect of the Services, they must inform Chiswick Carpet Cleaners as soon as reasonably practicable and in any event within 48 hours of the work being completed.
8.2 We may arrange for the Technician to revisit the Premises to inspect the issue and, where appropriate, to repeat or rectify the affected part of the work at no additional charge. This will be at our discretion and subject to the nature of the complaint.
8.3 Complaints raised more than 48 hours after the work was completed may not be accepted, particularly where further use, new staining, or external factors could have affected the condition of the carpets or upholstery.
9. Liability and Limitations
9.1 Chiswick Carpet Cleaners will exercise reasonable skill and care in providing the Services. However, we shall not be liable for any of the following:
a pre-existing damage, wear, discolouration, or defects to carpets, rugs, or upholstery
b shrinkage, colour loss, or texture changes where the item was not suitable for the treatment, or where the Customer failed to disclose relevant information
c damage arising from the poor condition of backing, seams, adhesives, or underlying flooring
d any indirect or consequential loss, including but not limited to loss of profit, loss of enjoyment, or loss of use of the Premises.
9.2 Our total liability to the Customer for any loss or damage arising out of or in connection with the Agreement, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable for the specific Service giving rise to the claim.
9.3 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by our negligence, or any other liability that cannot lawfully be excluded under UK law.
10. Health, Safety, and Waste Regulations
10.1 Chiswick Carpet Cleaners complies with relevant health and safety requirements applicable to cleaning services. Our Technicians are instructed to operate equipment safely and to use cleaning solutions in accordance with manufacturer guidelines.
10.2 The Customer must inform the Technician of any potential hazards at the Premises, including loose flooring, exposed wiring, or areas of restricted access. The Technician may refuse to work in unsafe conditions.
10.3 Certain waste produced during the performance of the Services, such as vacuumed dust and non-hazardous residues, will be managed in accordance with applicable waste regulations. Where additional waste is generated, such as packaging from new items, furniture, or unrelated refuse at the Premises, removal of that waste is not included in the standard Services unless agreed separately.
10.4 Chiswick Carpet Cleaners will not remove or transport hazardous or regulated waste, including but not limited to clinical waste, sharp objects, asbestos, chemicals, or any materials classified as hazardous under UK legislation. If such materials are discovered, the Technician may suspend the Service and report the issue to the Customer for appropriate specialist handling.
11. Property Damage and Keys
11.1 The Customer is responsible for making sure that keys, entry codes, and access devices provided to Chiswick Carpet Cleaners are valid and working. Where keys are supplied, they should not be identifiable by property address for security reasons.
11.2 In the event of loss or damage to keys or access devices caused by our direct negligence, our liability will be limited to the reasonable cost of cutting new keys or replacing the device. We will not be responsible for costs of changing entire lock systems unless this is reasonably and directly required due to our proven fault.
11.3 Any damage to property alleged to have been caused by the Technician must be reported to Chiswick Carpet Cleaners within 24 hours of the Service. We reserve the right to inspect and assess any alleged damage before determining an appropriate remedy.
12. Insurance
12.1 Chiswick Carpet Cleaners maintains public liability insurance appropriate to the nature of our Services. Details of cover can be provided upon reasonable request.
12.2 The existence of insurance does not extend or increase our liability beyond that stated in these Terms and Conditions or required by law.
13. Data Protection and Privacy
13.1 Chiswick Carpet Cleaners will collect and use personal data provided by the Customer for the purposes of administering bookings, delivering Services, processing payments, and handling enquiries.
13.2 Personal data will be processed in accordance with applicable UK data protection law. We will not sell or share personal data with third parties for marketing purposes without the Customer’s explicit consent, but may share necessary information with service partners where required to deliver the Services.
14. Force Majeure
14.1 Chiswick Carpet Cleaners shall not be liable for any delay or failure to perform any of our obligations where such delay or failure results from events, circumstances, or causes beyond our reasonable control. This may include, but is not limited to, severe weather, transport disruption, power failure, industrial action, or emergency situations.
14.2 In such circumstances, we will aim to notify the Customer as soon as practicable and will seek to rearrange the Service at a mutually convenient time.
15. Variations
15.1 Chiswick Carpet Cleaners may amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the revised terms.
15.2 The Terms and Conditions in force at the time of booking will apply to that booking, unless a change is required by law or agreed in writing with the Customer.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Agreement, or the Services provided by Chiswick Carpet Cleaners.
By booking or using our Services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
