Brockley Carpet Cleaners Terms and Conditions

These Terms and Conditions govern the supply of domestic and commercial carpet cleaning services by Brockley Carpet Cleaners. 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 set clear expectations about the service, pricing, access, cancellations, liability, waste handling, and the legal framework that applies to the carpet cleaning service.

In these terms, references to “we”, “us”, and “our” mean Brockley Carpet Cleaners. References to “you” and “the customer” mean the person or business that books or receives the service. These terms apply whether the work is carried out in a home, rented property, office, or other premises where carpet cleaning, upholstery cleaning, rug cleaning, or related stain treatment has been requested.

By using our cleaning services, you confirm that you are authorised to arrange the work for the property concerned and that you have read and understood these terms. If you do not agree with any part of them, you should not proceed with a booking. Nothing in these terms affects your statutory rights under UK law.

Booking Process

Bookings for Brockley Carpet Cleaners may be made by telephone, email, online request, or any other booking method we make available from time to time. A request for service does not create a binding contract until we have confirmed the appointment and, where applicable, requested a deposit or prepayment. We may decline a booking at our discretion if we are unable to provide the service safely, lawfully, or within a reasonable timeframe.

When arranging a carpet cleaning appointment, you must provide accurate details about the premises, the items to be cleaned, access arrangements, parking or loading restrictions, and any known issues that may affect the service. This includes information about pets, fragile furnishings, water supply issues, electrical access, severe staining, previous cleaning attempts, or any special requirements. If the information provided is incomplete or inaccurate, we may revise the quote, modify the service, or cancel the appointment if necessary.

The customer is responsible for ensuring that the areas to be cleaned are reasonably clear and accessible at the agreed time. Unless otherwise agreed, our carpet cleaners will move only lightweight items that can be handled safely and without risk of damage. Heavy furniture, wall-mounted items, delicate ornaments, electronics, and valuable belongings should be removed or secured in advance. If access is not available when our team arrives, the appointment may be treated as a late cancellation or failed visit.

Service Standards and Customer Responsibilities

We aim to provide a professional carpet cleaning service using suitable methods and cleaning products for the fabric, fibre type, and condition of the item being treated. While we will use reasonable care and skill, results can vary depending on the age of the carpet, pre-existing wear, hidden stains, dye instability, fibre damage, previous treatments, and environmental conditions. Stain removal is not guaranteed in every case, and some marks may be permanent or only partially improved.

The customer should advise us in advance of any known allergies, sensitivities, or concerns relating to cleaning solutions, drying times, or residual odours. If you require a specific treatment method, such as hot water extraction, low-moisture cleaning, or a stain-specific process, this must be discussed before the booking is confirmed. Where we consider a requested method unsuitable, we may propose an alternative approach or refuse to proceed for safety or quality reasons.

We are not responsible for pre-existing damage, hidden defects, weakened seams, perished backing, colour loss, loose fibres, moth damage, or deterioration that becomes visible during cleaning. The customer accepts that some carpets, rugs, and upholstery items may react unpredictably to moisture, agitation, heat, or cleaning chemicals. Any special or high-value item should be disclosed before work begins so that an informed decision can be made about whether to proceed.

Payments and Charges

Prices may be provided as estimates or fixed quotations depending on the information supplied at the time of booking. Unless stated otherwise, prices are subject to inspection of the items and the actual condition on site. Additional charges may apply where extra time, specialist treatment, stain work, parking costs, or difficult access are required. If we identify a need for additional work, we will explain the likely cost before proceeding where reasonably practicable.

Payment is due in accordance with the method and timing agreed at the point of booking. We may require a deposit to secure an appointment, particularly for larger jobs, repeat commercial work, or bookings made at peak times. The balance, if any, must be paid on completion of the service unless another arrangement has been confirmed in writing. We accept payment methods as notified by us from time to time and may refuse cashless or cash payments where operational or compliance requirements dictate.

Late payment may result in administrative charges, interest, or debt recovery action where permitted by law. If payment is not made when due, we reserve the right to suspend future bookings, withdraw any discount applied, or take steps to recover the outstanding amount. Title in any goods or materials supplied by us does not pass until full payment has been received.

Cancellations, Rescheduling and No-Access Charges

You may cancel or reschedule a carpet cleaning appointment by giving reasonable notice. Where notice is received sufficiently in advance, no cancellation charge may apply. However, if cancellation occurs after work has been scheduled, staff have been allocated, or materials have been prepared specifically for your job, we may charge a reasonable cancellation fee to cover our losses. Any deposit paid may be retained in full or in part where this is justified by the circumstances.

If you wish to reschedule, we will make reasonable efforts to offer an alternative date, subject to availability. Repeat changes may be treated as a cancellation if they prevent us from planning work efficiently. If our team attends the property and cannot gain access, cannot carry out the service due to unavailable utilities, or finds that conditions are not safe or suitable to proceed, the visit may be charged in full or in part as a failed appointment.

We may cancel or postpone an appointment if our staff are unable to work safely, if equipment fails, if travel is disrupted, if the property conditions materially differ from those described, or if an event beyond our reasonable control prevents attendance. In such cases, we will seek to reschedule the service at a mutually convenient time. Our liability for any inconvenience caused by cancellation or delay is limited to the extent permitted by law.

Liability and Limitations

We will perform the carpet cleaning service with reasonable care and skill. If we are found to have failed to do so, our liability will be limited to the reasonable cost of re-performing the affected part of the service or, where re-performance is not appropriate, a refund of the relevant amount paid for that part of the work. This does not limit liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot legally be excluded.

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of enjoyment, loss of use, or damage arising from reliance on information supplied by the customer that was incomplete or inaccurate. We are also not liable for damage caused by pre-existing weakness, improper installation, defective materials, hidden contamination, mould, rot, or issues that could not reasonably have been detected before the cleaning process began.

Where items are moved with the customer’s consent, the customer acknowledges that minor scuffs, marks, or repositioning issues may occur, particularly with older furniture or flooring. We will take reasonable precautions but cannot guarantee that moving furnishings will leave them entirely unaffected. The customer is responsible for removing or securing small valuables, cash, jewellery, and fragile personal items before the appointment starts.

Waste Regulations, Disposal and Environmental Compliance

We operate in accordance with applicable UK waste handling and environmental requirements. During the course of a carpet cleaning service, some waste may be generated, such as used cloths, empty containers, removed residue, contaminated water, or items that the customer has asked us to dispose of if this is agreed in advance. Unless otherwise stated, waste arising from the cleaning process remains our responsibility until lawful disposal or transfer under applicable rules.

We may collect and transport small quantities of non-hazardous waste generated directly by our work where this can be done lawfully and safely. We will not remove hazardous substances, needles, biohazard materials, asbestos, or any controlled waste unless we have expressly agreed to do so and are permitted by law. If the property contains contamination or waste requiring specialist handling, the service may be paused or refused until suitable arrangements are made.

The customer must disclose any contamination risks, including bodily fluids, pests, chemicals, or other potentially hazardous materials before the job begins. If such risks are discovered during the cleaning service and were not disclosed, we may stop work immediately and charge for time already spent. Where lawful disposal requires additional handling or specialist collection, extra charges may apply, and the customer agrees to cooperate with any compliance steps reasonably required.

Suspension, Refusal of Service and Safety

We may refuse, suspend, or stop a service if we reasonably believe that continuing would be unsafe, unlawful, or impractical. This includes circumstances where there is aggressive behaviour, unsafe access, electrical hazards, flooding, structural damage, severe contamination, or any condition that would put staff, property, or equipment at risk. If work is stopped for safety reasons, the customer may still be charged for the time and materials already used.

The customer must ensure that the property complies with basic safety standards needed for the cleaning service to be carried out. This includes secure flooring, working utilities, and a reasonably safe environment for our team to carry equipment. We are not responsible for pre-existing hazards such as loose wiring, slippery surfaces, broken fittings, or inadequate ventilation, unless they are caused by our own acts or omissions.

If a customer or occupier requests that we continue despite a clear safety or compliance concern, we may decline without liability. Our carpet cleaning company reserves the right to verify identity, authority to occupy, and authorisation to carry out work where there is any doubt about the legitimacy of the booking or access to the premises.

Complaints, Remedies and Variations

If you believe the service has not been delivered as agreed, you should notify us as soon as reasonably practicable after completion of the work. We may ask for photographs, a description of the issue, and an opportunity to inspect the relevant area. This allows us to assess whether a re-clean, partial refund, or another remedy is appropriate. Delays in reporting concerns may make it harder to verify what occurred and may affect the available remedy.

We may amend these Terms and Conditions from time to time to reflect changes in law, business practice, or service methods. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or is expressly agreed with you. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply in full force.

These terms represent the entire agreement between you and Brockley Carpet Cleaners in relation to the relevant cleaning service, except where a separate written agreement states otherwise. No employee or contractor is authorised to vary these terms orally unless the variation is confirmed in writing by an authorised representative.

Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the carpet cleaning service, these terms, or any related booking will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise.

By confirming a booking with Brockley Carpet Cleaners, the customer agrees that these terms are fair, reasonable, and intended to protect both parties by setting out clear responsibilities. They apply alongside any rights provided by statute, and nothing in them is intended to exclude or limit those rights unlawfully.

Thank you for choosing Brockley Carpet Cleaners. These Terms and Conditions are designed to support a professional, transparent, and compliant carpet cleaning service, while giving customers a clear understanding of how bookings, payments, cancellations, liability, waste handling, and legal matters are managed.