Terms and Conditions for Shirley Carpet Cleaners

These Terms and Conditions set out the basis on which Shirley Carpet Cleaners, referred to in this document as “we”, “us” or “our”, provides domestic and commercial cleaning services to customers, referred to as “you” or “the client”. By making a booking for carpet, upholstery, rug, mattress, or related cleaning services, you agree to be bound by these terms. If you do not accept any part of these Terms and Conditions, you should not proceed with a booking. The purpose of this document is to explain the service arrangement clearly, including the booking process, payment expectations, cancellations, liability limits, waste handling, and the governing law that applies to our agreement.

Our services are provided in accordance with UK consumer law and relevant industry standards. These terms are intended to be fair, transparent, and practical. They do not affect any rights you may have that cannot be excluded under law. Where a service-specific agreement or quotation differs from these terms, the written service agreement or quotation will take priority to the extent of any inconsistency. Any reference to “cleaning service” includes carpet cleaning, carpet cleaners Shirley appointments, upholstery cleaning, stain treatment, deodorising, and similar services agreed in advance.

We reserve the right to update these Terms and Conditions from time to time. The version in force at the time of booking will generally apply to your order unless a change is required by law. It is your responsibility to read and understand the terms before confirming a booking. By booking a service with Shirley Carpet Cleaners, you confirm that you are authorised to request the work at the property concerned and that you accept responsibility for providing accurate information relating to access, surfaces, treatments requested, and any known risks.

Booking Process
A booking is normally made after an enquiry and a quotation, estimate, or service proposal has been provided. Estimates may be based on the information supplied by you, including room size, fabric type, level of soiling, staining, access conditions, and any special requirements. Any quotation is an invitation to book and is usually valid for a limited period unless otherwise stated. A booking becomes binding only when it is confirmed by us, whether by written confirmation, electronic message, payment of a deposit, or another method we specify.

You must provide accurate and complete information when booking. This includes the address, parking or access restrictions, the nature of the cleaning required, details of any fragile items, pre-existing damage, and any special material considerations. If the information provided is incomplete or inaccurate, we may revise the quotation, change the service plan, or withdraw from the job if the service can no longer be performed safely or properly. We may also require a reassessment on arrival if the actual conditions differ materially from those described at the time of booking.

Appointments are scheduled subject to availability. We will aim to attend within the agreed time window, but any times provided are estimates unless expressly stated otherwise. Delays may occur due to traffic, prior jobs, weather, equipment issues, or other circumstances outside our control. You agree to provide safe and reasonable access to the property at the scheduled time. If access is not available, or if our operatives cannot begin the work because of locked premises, unavailable keys, refusal of entry, or other client-side delay, we may charge a call-out fee or a waiting fee where reasonable.

Scope of Services and Customer Responsibilities
The scope of the service will be limited to the items and rooms agreed at the time of booking or confirmed in writing before work starts. Additional tasks requested on the day may be accepted at our discretion and may incur extra charges. We use professional equipment and cleaning solutions selected according to the surface and the condition encountered, but no cleaning service can guarantee complete removal of all stains, odours, marks, or wear patterns. Results may vary depending on fibre type, age, previous treatments, and the extent of pre-existing damage.

You are responsible for preparing the area in advance unless we agree otherwise. This may include moving small personal items, clearing breakables, and ensuring pets and children are kept away from the work area. Where furniture moving is included, it will be limited to reasonably movable items and subject to safety and weight considerations. We will not move items that are excessively heavy, unsafe, disconnected from utilities, or likely to cause damage. You should also inform us of any hidden hazards such as loose fittings, damaged flooring, weak seams, mould, damp, or electrical issues.

We may refuse to clean materials or areas that we consider unsuitable, unsafe, or likely to be damaged by normal cleaning methods. Examples include unstable dye conditions, delicate fibres, pre-existing structural damage, or surfaces previously treated with unknown chemicals. If we believe a risk exists, we may either exclude that item from the service or proceed only after receiving your informed instruction, subject to a written disclaimer where appropriate. This does not remove your statutory rights, but it does mean we can limit the scope of our work to what is reasonably safe and practicable.

Payments
Payment terms will be confirmed at the point of booking or before work begins. Unless otherwise agreed, payment is due on completion of the service on the day of attendance. We may accept payment by bank transfer, card, cash, or another method specified in advance. Where a deposit is required to secure an appointment, the deposit amount and payment deadline will be stated clearly. Deposits may be non-refundable in the event of a late cancellation or no-show, subject to applicable law and any different written agreement.

All prices, whether quoted as fixed prices or estimates, are based on the information available at the time of quotation. If the actual work required is greater than originally described, or if access, soiling, staining, or add-on services increase the time or materials needed, we may adjust the price accordingly. Any material increase will be discussed where reasonably possible before additional work is undertaken. Payment disputes should be raised promptly. Withholding payment without valid reason may result in recovery action, additional charges, or suspension of further services.

We reserve the right to charge interest and reasonable debt recovery costs on overdue sums where permitted by law. Invoices that remain unpaid beyond the agreed date may attract administrative charges. If you are a business customer, additional statutory interest and compensation may apply under the Late Payment of Commercial Debts legislation, where relevant. If a card payment is reversed, declined, or later cancelled without valid reason, you agree to repay the amount due and any associated bank or administrative charges reasonably incurred.

Cancellations, Rescheduling, and Access Failures
If you need to cancel or reschedule, you should notify us as soon as possible. The amount of notice required may depend on the service type, distance, staffing, and equipment allocation. Unless a different cancellation policy has been stated in writing, cancellations made with reasonable notice will usually not incur a fee, but late cancellations may result in a charge to cover lost time and allocated resources. If a deposit has been paid, we may retain part or all of it to reflect genuine losses caused by the cancellation.

We may cancel or reschedule a booking if we are unable to provide the service due to illness, vehicle failure, severe weather, safety concerns, or other matters beyond our control. In such cases, we will try to offer an alternative appointment. Our liability for cancellation will be limited to refunding any amount paid for the affected service, unless otherwise required by law. We will not normally be responsible for consequential losses caused by a cancellation or change of date, such as rearranged personal plans, missed work, or third-party inconvenience.

Where our team attends the property but cannot begin or complete the work because access is denied, the property is not ready, utilities needed for the service are unavailable, or the client is absent without prior arrangement, we may treat this as a late cancellation or failed appointment. The relevant fee may be charged in full or in part, depending on the circumstances. Shirley carpet cleaners appointments rely on timely access, and repeated missed bookings may lead us to require advance payment for future visits.

Liability and Limitations
We will exercise reasonable care and skill in providing our services. However, cleaning involves inherent limitations and risks, especially on aged, delicate, previously damaged, or incorrectly treated materials. To the fullest extent permitted by law, we are not liable for pre-existing damage, normal wear and tear, colour loss from unstable dyes, shrinkage caused by underlying construction, or damage arising from hidden defects that could not reasonably have been identified before cleaning.

If we cause direct loss or damage through negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account the age, condition, and depreciation of the affected item. We will not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of enjoyment, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

If you believe damage has occurred, you must notify us as soon as reasonably possible and before the item is moved, re-used, or repaired by a third party, where practical. We may ask for photographs, purchase information, or an opportunity to inspect the item. Failure to allow a reasonable inspection may affect our ability to investigate the issue properly. Any claim should be made promptly and in any event within a reasonable period after the service date, so that evidence can be assessed while it remains available.

Waste Regulations and Environmental Handling
We operate in line with applicable UK waste and environmental requirements. Any waste generated by our cleaning activity, such as removed residues, disposable cloths, packaging, or small quantities of contaminated material, will be handled responsibly and disposed of in a lawful manner. We may separate waste streams where appropriate and use disposal methods consistent with relevant regulations and local arrangements. We do not knowingly place regulated waste into unsuitable bins or discharge substances in a way that would breach environmental obligations.

You must tell us in advance if the property contains hazardous materials, biological contamination, needle risks, asbestos concerns, vermin contamination, or substances that may require specialist handling. Standard carpet cleaning services are not designed for hazardous waste removal or biohazard remediation unless specifically agreed and appropriately risk-assessed. If we discover such issues during attendance, we may stop the work immediately and withdraw without liability for any resulting delay or inconvenience. Any specialist disposal or remediation needed because of hazardous conditions may be charged separately if lawfully permitted.

Cleaning solutions, dirty water, and waste liquids will be managed using our standard professional procedures and not disposed of in a manner that is unlawful or environmentally irresponsible. You agree not to request any action that would breach waste regulations or place our staff at risk. If your premises require special arrangements for waste handling, drainage, or containment, you must disclose this before the appointment. We are entitled to refuse work where compliance with waste laws cannot be reasonably assured.

Complaints, Service Issues, and Remedies
If you are dissatisfied with any aspect of the service, you should let us know as soon as possible so that we can investigate and, where appropriate, put matters right. Depending on the circumstances, possible remedies may include a re-clean of the affected area, a partial refund, or another reasonable solution. Any remedy offered will be assessed based on the nature of the issue, the condition of the item before cleaning, and whether the complaint was reported in a timely manner. We may decline a remedy if the issue is caused by normal limitations of the cleaning process or by inaccurate information supplied by you.

Where a further visit is offered to address a service issue, you must allow reasonable access and cooperate with any reassessment. Our obligation is to provide a fair and proportionate response, not to guarantee a specific cosmetic outcome in every case. Complaints raised long after the appointment may be difficult to verify. For this reason, prompt communication is important. These terms do not reduce any rights you may have under the Consumer Rights Act 2015 or other applicable law.

Termination and Suspension
We may suspend or decline services if you breach these terms, provide false information, behave abusively toward staff, create unsafe working conditions, or fail to pay sums due. We may also withdraw from a job if carrying out the service would be unlawful, unsafe, or likely to cause unreasonable damage. In such cases, any amount already paid may be retained or refunded depending on the work already completed and any losses incurred. You may terminate a booking in accordance with the cancellation provisions above, subject to any applicable charges.

Data, Communications, and General Provisions
We may process personal data only as needed to manage bookings, issue invoices, communicate about appointments, and administer our services. Any personal data will be handled in accordance with applicable UK data protection law. We may send confirmations, reminders, or service-related messages using the contact details you provide. By providing those details, you consent to communications necessary for the performance of the contract, subject to your rights under data protection law.

If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that part will be treated as severed to the minimum extent necessary, and the remaining provisions will continue in force. No failure by us to enforce a right or provision will be treated as a waiver of that right or provision. These terms represent the entire agreement between us and you in relation to the services, except where another written agreement or statutory right applies.

Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have jurisdiction to settle any dispute, unless mandatory consumer law provides otherwise. By booking with Shirley Carpet Cleaners, you acknowledge that the agreement is made on this basis and that both parties intend to act fairly and reasonably throughout the service relationship.