Brockley Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Brockley Carpet Cleaners provides carpet, upholstery, rug and related cleaning services to residential and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services carried out by Brockley Carpet Cleaners unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below.
Client or you means the person, firm or company requesting services from Brockley Carpet Cleaners.
Company, we or us means Brockley Carpet Cleaners.
Services means any carpet, rug, upholstery, hard floor or related cleaning work carried out by the Company, as well as any associated or additional services agreed with the Client.
Premises means the property or properties where the Services are to be performed.
Technician means an employee, subcontractor or representative appointed by the Company to carry out the Services.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and associated services within its designated service area. The exact Services to be provided will be confirmed at the time of booking, together with the estimated price and any specific instructions communicated by the Client.
The Company reserves the right to decline work that it considers to be unsafe, unsuitable for the equipment or methods available, or beyond its professional expertise. Any such decision will be communicated to the Client as early as reasonably possible.
3. Booking Process
3.1 Bookings may be made by the Client through the Companys accepted communication channels. The Client must provide accurate information about the Premises, access arrangements, parking availability, the type and approximate size of areas to be cleaned, and any known issues such as severe staining, infestation, or existing damage.
3.2 A booking is considered provisional until it has been confirmed by the Company. Confirmation may be provided verbally or in writing, including details of the Services requested, the estimated price, and the proposed date and time.
3.3 The Company may request photographs or additional information before confirming the booking, particularly where unusual staining, damage, or access issues are reported.
3.4 Any quoted time of arrival is an estimate only. The Company will make reasonable efforts to attend within the agreed time window but cannot guarantee exact arrival times due to traffic, weather, and operational factors. If the Technician expects to be significantly delayed, the Company will use reasonable endeavours to notify the Client.
3.5 The Client is responsible for ensuring that an adult is present at the Premises throughout the appointment, unless alternative arrangements have been agreed with the Company in advance.
4. Estimates and Pricing
4.1 Any price given prior to inspection of the Premises is an estimate only, based on the information provided by the Client. The final price may vary after the Technician has inspected the work on arrival.
4.2 If the Technician identifies conditions that differ materially from those described at the time of booking, such as additional rooms, larger areas, or more severe staining, the Technician will inform the Client and may revise the price accordingly. The Client will be given the option to accept the revised price or decline the Service before work begins.
4.3 All prices are quoted inclusive or exclusive of applicable taxes depending on the Companys tax status at the time. Any applicable taxes will be clearly identified in the price provided to the Client.
4.4 Additional charges may apply for difficult access, paid parking, congestion zones, late changes to the scope of work, or requests for specialist treatments. Any such charges will be explained to the Client as far as reasonably possible before the Service is carried out.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in advance, payment is due immediately on completion of the Services.
5.2 The Company accepts the payment methods stated in its current customer information, which may include cashless methods. The Company reserves the right to refuse particular payment methods at its discretion.
5.3 For commercial Clients or larger jobs, the Company may issue an invoice with specified payment terms. Invoices must be paid within the time stated on the invoice. The Company reserves the right to charge reasonable late payment fees or interest in line with applicable law for overdue amounts.
5.4 If payment is not made in full when due, the Company may suspend or cancel any further Services for the Client until all outstanding sums have been settled.
5.5 The Client is responsible for paying any bank charges or other costs associated with international or unusual payment methods, where applicable.
6. Cancellations and Rescheduling
6.1 The Client may cancel or reschedule a booking by giving the Company reasonable notice in advance of the appointment time. The minimum notice period and any associated fees will be communicated at the time of booking.
6.2 The Company may charge a cancellation fee where a booking is cancelled or rescheduled by the Client without sufficient notice. Any such fee will reflect the costs incurred by the Company, including Technician time and lost opportunity, and will be explained to the Client as part of the booking terms.
6.3 If the Technician arrives at the Premises at the agreed time and is unable to gain access, or if the Client is not present and no alternative arrangements have been agreed, the visit may be treated as a late cancellation. In such cases, a call-out or cancellation fee may be charged.
6.4 The Company reserves the right to cancel or reschedule appointments due to operational reasons, such as staff illness, equipment failure, unsafe conditions, extreme weather, or other circumstances beyond its reasonable control. In such cases, the Company will give as much notice as reasonably possible and will offer to reschedule the appointment. The Company will not be liable for any losses resulting from such cancellations, beyond refunding any prepayments for Services not yet provided.
7. Client Obligations and Preparation
7.1 The Client must provide safe and reasonable access to the Premises, including any necessary access codes or instructions, and must ensure that the Technician can work without obstruction.
7.2 The Client is responsible for moving small and delicate items, valuables, and breakables from the areas to be cleaned. The Company is not responsible for such items left in the work areas unless expressly agreed in writing.
7.3 Where heavy furniture or large items need to be moved, the Client should inform the Company in advance. The Technician may assist with moving certain items at their discretion, but the Company does not undertake to move heavy, fragile, or valuable furniture, electrical equipment, or items permanently fixed to the floor or walls.
7.4 The Client must inform the Company of any known defects, damage, loose fittings, shrinkage risks, colour instability, or other issues relating to carpets, rugs, upholstery, or flooring. This includes previous cleaning treatments, use of spot cleaners, or home remedies which may affect the outcome or safety of the cleaning process.
7.5 The Client must ensure that there is an adequate supply of electricity and water at the Premises for the duration of the appointment, unless alternative arrangements are agreed.
8. Service Limitations and Results
8.1 While the Company uses professional equipment, products, and techniques, it cannot guarantee the removal of all stains, odours, marks, or contamination. The success of cleaning depends on factors such as the type and age of the stain, the fibre or material, previous cleaning attempts, and the length of time contamination has been present.
8.2 Odours related to pets, smoke, or long-term contamination may not be completely removable and may reappear over time. The Company will exercise reasonable care but does not guarantee permanent odour removal.
8.3 There is a risk that previously hidden stains or marks may become more visible after cleaning, due to removal of general soiling. The Company accepts no responsibility for such occurrences where they arise from pre-existing conditions.
8.4 Minor changes in texture, shading, or pile may occur after cleaning. While the Company will always aim to achieve the best possible outcome, variations are sometimes inherent to the cleaning process and the materials being treated.
9. Liability and Insurance
9.1 The Company will exercise reasonable skill and care in providing the Services. If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible and in any event within a reasonable period after completion, giving details and allowing the Company a fair opportunity to inspect and, where appropriate, rectify the issue.
9.2 The Company holds appropriate insurance cover for its operations in line with industry practice. Details of cover can be provided on request.
9.3 The Companys liability for loss or damage arising from the provision of the Services is limited to the lesser of the cost of repair or replacement of the affected item or area, or the total price paid or payable for the specific Service giving rise to the claim, except where such limitation is not permitted by law.
9.4 The Company is not liable for
a. Any pre-existing damage, wear, or defects in carpets, upholstery, rugs, or other materials.
b. Damage arising from failure by the Client to disclose relevant information or pre-existing conditions.
c. Loss of profit, loss of business, loss of anticipated savings, loss of use, or any indirect or consequential loss or damage.
d. Damage resulting from circumstances beyond the reasonable control of the Company, including but not limited to accidental damage caused by third parties present at the Premises.
9.5 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable waste and environmental regulations.
10.2 Where the Services involve the removal of dry waste such as vacuumed debris, the Company may dispose of such waste using the Clients domestic or commercial waste facilities, provided this is lawful and appropriate. The Client consents to such use of their waste facilities for ordinary waste arising from the Service.
10.3 The Company does not normally remove bulk waste, fly-tipped materials, contaminated items such as heavily soiled underlay, or clinical or hazardous waste from the Premises. If such materials are encountered, the Technician may stop work and inform the Client. The Client will be responsible for arranging appropriate removal through licensed waste carriers where required by law.
10.4 Any specialist cleaning chemicals or solutions used by the Company will be handled and stored in accordance with manufacturer instructions and relevant safety and environmental guidelines. The Company will take reasonable care to minimise environmental impact and comply with any local water disposal requirements.
11. Health and Safety
11.1 The Company and its Technicians will comply with applicable health and safety obligations when delivering the Services.
11.2 The Client must ensure that the Premises are reasonably safe for the Technician, including reporting any known hazards, providing adequate lighting, and ensuring that children and pets are kept away from work areas and equipment during the appointment.
11.3 Some floors and surfaces may be slippery when damp following cleaning. The Client is responsible for taking reasonable precautions to prevent slips, trips, or falls and for following any guidance given by the Technician regarding drying times and safe use.
12. Complaints and Dispute Resolution
12.1 If the Client has a concern or complaint about the Services, they should notify the Company promptly, providing full details and, where possible, photographs of any issue.
12.2 The Company will investigate complaints in good faith and may arrange a revisit to inspect the work and, where appropriate, attempt to remedy any justified issues.
12.3 If the Client remains dissatisfied after the Company has had a fair opportunity to address the issue, the parties will seek to resolve the matter amicably. Nothing in this clause affects the Clients right to take legal action where appropriate.
13. Privacy and Data
13.1 The Company will collect and use personal data such as names, addresses, and service details only for the purposes of managing bookings, providing Services, processing payments, and maintaining reasonable records.
13.2 The Company will take reasonable steps to keep such data secure and will not sell personal data to third parties. Data may be shared with Technicians and service providers involved in delivering the Services or administering the Companys operations, to the extent necessary for those purposes.
14. Amendments to Terms and Conditions
14.1 The Company may update these Terms and Conditions from time to time. The version in force at the time of the Clients booking will apply to that particular Service, unless a later version is expressly agreed with the Client.
14.2 The latest version of these Terms and Conditions will be made available upon request.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or the Services provided by the Company.
By booking or accepting Services from Brockley Carpet Cleaners, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.