Terms and Conditions for Shooters Hill Carpet Cleaners

These Terms and Conditions set out the basis on which Shooters Hill Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services in the UK. By making a booking, you agree to be bound by these terms. They are designed to make the service clear, fair, and transparent for both the customer and the cleaning provider. Please read them carefully before confirming any appointment.

In these terms, references to “we,” “us,” and “our” mean Shooters Hill Carpet Cleaners. References to “you” and “your” mean the customer placing the booking, including any person acting on behalf of a household, landlord, tenant, business, or managing agent. These terms apply to all carpet cleaning services, upholstery cleaning, stain treatment, and any other cleaning task agreed in advance.

Nothing in these terms affects your statutory rights as a consumer under UK law. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply. We may update these terms from time to time, and the version in force at the time of booking will normally apply to your order.

Booking Process

Bookings may be made by any accepted method we provide at the time, and a booking is only confirmed once we have accepted the request and supplied the relevant appointment details. A quotation may be provided before the visit, but it is not a binding final price unless expressly stated in writing. Any quote is based on the information supplied by you, including room size, carpet type, condition, access, and any additional services requested.

If the details given at the time of booking are incomplete, inaccurate, or change before the appointment, we may revise the quotation, alter the time required, or decline part of the work. You are responsible for ensuring that the cleaning area is available, accessible, and reasonably prepared for service at the agreed time. This includes moving light items, securing pets, and informing us of any special requirements, risks, or restrictions that may affect the work.

Service Conditions

We aim to arrive within the agreed time window, but appointment times are estimates and may be affected by traffic, weather, earlier jobs, or unforeseen operational delays. Where possible, we will communicate material changes. If access is denied, the property is not ready, or the service cannot reasonably be completed due to conditions beyond our control, we may charge a call-out fee or part-payment to cover time and costs.

We reserve the right to refuse or pause work if the environment is unsafe, unsanitary, or likely to cause damage to equipment, surfaces, or health. This includes, without limitation, exposure to hazardous materials, excessive clutter, pest infestations, structural risk, or power/water supply issues. Any additional work requested on the day is subject to availability, suitability, and separate agreement on price.

Our team will use reasonable skill and care when carrying out carpet cleaning services, but outcomes may vary depending on fibre type, age, previous treatment, staining, wear, and pre-existing damage. Some marks may be permanent or may only improve rather than disappear entirely. We do not guarantee the removal of every stain, odour, or defect.

Payments and Pricing

Prices are normally based on the work described in the quotation or booking confirmation. Unless stated otherwise, any additional tasks, extra time, specialist stain removal, or changes requested on site may incur further charges. You agree to pay all sums due in full, including any agreed extras, before or immediately after completion, depending on the payment arrangement confirmed at booking.

We may accept card, bank transfer, cash, or other payment methods notified to you in advance. If payment is due upon completion and is not made on time, we may charge reasonable recovery costs, suspend future bookings, or refer the matter for collection where legally permitted. Any promotional discount or fixed-price offer applies only under the stated conditions and may be withdrawn if those conditions are not met.

Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. Where notice is provided within the permitted cancellation period advised at booking, no cancellation charge will usually apply. If you cancel late, fail to provide access, or do not attend the appointment, we may charge a fee reflecting the time reserved, travel already incurred, and any administrative costs.

If we need to cancel or reschedule due to illness, equipment failure, weather disruption, staff shortage, or other operational reasons, we will use reasonable efforts to offer an alternative appointment. We will not be liable for minor inconvenience resulting from a change to the schedule, but we will act fairly and promptly to minimise disruption. If you have paid in advance for services not delivered, you will normally be offered a refund for the undelivered portion or a rearranged appointment.

Where a customer repeatedly cancels, reschedules at short notice, or behaves in a manner that prevents efficient service delivery, we may decline further bookings. This is to protect operational fairness and allow availability for other customers.

Liability and Damage

We will carry out all work with reasonable care and skill, using suitable methods and products for the surfaces described. However, you acknowledge that cleaning can reveal pre-existing wear, hidden defects, colour loss, previous repairs, or structural weakness in carpets and fabrics. We are not responsible for deterioration that occurs because of age, existing damage, manufacturer defects, or unsuitable pre-treatment by others.

Our liability for loss or damage caused by our negligence is limited to the direct and foreseeable loss suffered by you, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. We are not liable for indirect loss, loss of profit, loss of opportunity, or business interruption.

If you believe our work has caused damage, you must notify us within a reasonable time and provide photographs and any other relevant information. You must take reasonable steps to reduce further loss. We may inspect the area, request evidence, and, where appropriate, offer remedial treatment, a partial refund, or another fair resolution. Any remedy will be assessed on a case-by-case basis.

We are not responsible for damage caused by items left in the cleaning area, unstable furniture, unsecured fittings, broken fixtures, or concealed hazards. Please ensure valuables, fragile belongings, and items of sentimental importance are removed before the appointment. Where we assist with moving furniture, this is done at your risk unless otherwise agreed in writing.

Waste Regulations and Environmental Compliance

All waste generated during the provision of carpet cleaning services will be handled in accordance with applicable UK waste and environmental regulations. This includes appropriate disposal of residues, packaging, used materials, and any waste arising from the cleaning process. We will take reasonable steps to avoid unlawful discharge, contamination, or disposal into drains or unsuitable locations.

You agree not to ask us to dispose of prohibited, hazardous, or regulated waste unless we have expressly agreed in advance and have the proper authority and arrangements to do so. Examples may include asbestos, chemicals, medical waste, body fluids, sharps, or other dangerous materials. If such materials are discovered during a visit, we may stop work and withdraw from the property for safety and legal reasons.

Where water extraction, rinse water, or cleaning residue must be collected or managed, we will do so in a responsible manner. You are responsible for informing us if your property has any drainage limitations, environmental restrictions, or systems that require special care. We may refuse to use any process that we believe could breach environmental law or damage the property.

We may also leave certain non-hazardous waste on site for you to dispose of if removal is not part of the agreed service. If waste removal is specifically included, it will only cover the items described in the booking confirmation. Any change to the scope of disposal must be agreed before work continues.

Customer Responsibilities

You must ensure that the information you provide is accurate and complete. This includes any known staining, previous cleaning attempts, fibre restrictions, manufacturer guidance, allergies, accessibility concerns, or pet-related issues. Failure to disclose relevant information may affect the outcome and may increase the risk of damage or additional charges.

You are responsible for providing safe access to the property and, where needed, access to water, electricity, and parking arrangements if they are necessary for the service. If parking charges, congestion fees, or permit costs are incurred because of the location or access arrangements, these may be added to the invoice where lawful and agreed or clearly unavoidable.

You must also ensure that children, pets, and other occupants are kept safe during the appointment. We may ask that vulnerable persons stay clear of treated areas until dry. It is your responsibility to follow any aftercare directions we provide, as failure to do so may affect the result and may void any goodwill remedy we may otherwise offer.

Complaints and Remedies

If you are unhappy with any aspect of the service, please notify us as soon as reasonably possible so the issue can be investigated promptly. We may request photographs, a description of the concern, and an opportunity to return and inspect the affected area. This helps us determine whether the issue arose from workmanship, product performance, pre-existing conditions, or external factors.

Where a valid complaint is established, we may at our discretion offer a re-clean, spot treatment, partial refund, or another proportionate remedy. The chosen remedy will depend on the nature of the issue and what is fair in the circumstances. Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

We are not obliged to provide a remedy where the issue has been caused by misuse, interference after completion, lack of ventilation, failure to follow instructions, or conditions outside our control. If a complaint cannot be resolved informally, the dispute may be handled under the governing law and jurisdiction clause below.

Data, Communications, and Records

We may retain booking and service records for administrative, legal, accounting, and operational purposes. Any personal data will be handled in accordance with applicable UK data protection law. We will use customer information only for purposes connected with providing the service, managing the booking, or dealing with related enquiries, payments, and complaints.

By making a booking, you consent to being contacted about that booking by phone, text, email, or other agreed method. This may include confirmations, reminders, schedule changes, invoice details, or service-related questions. We will not send unnecessary marketing communications unless you have separately consented to receive them.

Force Majeure

We will not be liable for failure or delay in performance caused by events beyond our reasonable control. These may include severe weather, fire, flood, epidemic, industrial action, government restrictions, transport disruption, utility failure, or other exceptional circumstances. In such cases, we will take reasonable steps to rearrange the booking or agree another suitable solution.

Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the law of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law requires a different forum. If any clause is interpreted in a way that conflicts with applicable law, that clause will be modified only to the extent necessary to make it lawful while preserving the rest of the terms.

Final Provisions

These Terms and Conditions form the entire agreement between you and Shooters Hill Carpet Cleaners in relation to the relevant booking, unless expressly varied in writing. No person who is not a party to these terms has any right to enforce them under the Contracts (Rights of Third Parties) Act 1999. Our failure to enforce any provision immediately does not mean we waive our right to enforce it later.

By confirming a booking, you acknowledge that you have read, understood, and accepted these conditions. They are intended to support a professional, reliable, and lawful carpet cleaning service while setting reasonable expectations for both sides. If you need to query any part of the agreement before booking, you should do so before the appointment is confirmed.