UK Service Terms and Conditions for Bromley Carpetcleaning

These Terms and Conditions set out the basis on which Bromley Carpetcleaning provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to clarify the responsibilities of both parties, support fair service standards, and ensure that every carpet cleaning service is delivered safely, professionally, and with reasonable care.

In these terms, “we”, “us”, and “our” refer to Bromley Carpetcleaning, and “you” or “the customer” refers to the person, business, landlord, tenant, or representative who requests the service. These terms apply to all services supplied by us, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related maintenance tasks. They should be read alongside any written quotation, booking confirmation, or service notes provided in relation to the specific job.

We reserve the right to amend these terms from time to time. The version in force at the time of your booking will usually apply to that booking unless a later version is specifically agreed in writing. Nothing in these terms affects your statutory rights under UK consumer law. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

1. Booking Process

A booking is usually made after the customer provides details of the property, the type of service required, the approximate size and condition of the areas to be cleaned, and any known issues such as staining, access restrictions, delicate fibres, or previous treatments. We may provide an estimate or quotation based on the information supplied. Any estimate is given in good faith, but the final price may change if the actual work differs materially from the description originally provided.

For a booking to be confirmed, we may require written acceptance of the quotation, confirmation of the preferred date and time, and, where appropriate, a deposit or advance payment. A booking is not guaranteed until we have issued confirmation. We may also decline or reschedule a booking where the property is unsuitable for the service, where access is unsafe, or where the requested work falls outside our operational scope.

The customer is responsible for ensuring that all details provided at the time of booking are accurate and complete. This includes the number of rooms, the presence of fragile items, the condition of flooring, the existence of pets, and any special cleaning requirements. If the service is booked on behalf of another person, the person making the booking confirms that they have authority to do so and that they will ensure these terms are brought to the attention of the end user.

2. Access and Preparation

On the agreed date, the customer must provide safe access to the premises and ensure that the cleaning area is ready for work. This may include moving small items, clearing personal belongings, and giving us access to water, electricity, and parking where required. We may assist with light furniture movement at our discretion, but we are not obliged to move heavy, fixed, or hazardous items.

The customer should remove valuable, fragile, or irreplaceable items from the work area before the service begins. We will take reasonable care when working in occupied or furnished premises, but we cannot accept responsibility for items left in places where cleaning activity is to take place. If we believe a room, item, or surface is unsafe or unsuitable for cleaning, we may pause the work or refuse to proceed until the issue has been resolved.

Where parking permits, building access arrangements, security codes, loading restrictions, or concierge approval are needed, the customer must arrange these in advance. Any waiting time, reattendance, or additional expense caused by delayed access or incorrect information may be added to the final charge. If we cannot access the site within a reasonable period, the booking may be treated as a cancellation by the customer.

3. Payments and Charges

Prices are normally based on the quotation issued for the specific service, the size and condition of the items or areas to be cleaned, and any optional extras agreed in advance. Additional charges may apply for heavy soiling, excessive stain work, pet-related contamination, out-of-hours attendance, or services not included in the original estimate. Any revised charge will be explained where reasonably possible before the work continues.

Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept bank transfer, card payment, cash, or other methods that are confirmed at the time of booking. For business clients or larger projects, we may require a deposit, staged payment, or payment in advance. If payment is not received when due, we reserve the right to charge interest and recover reasonable costs incurred in pursuing the debt, to the extent permitted by law.

The customer must check the invoice or payment request promptly and notify us without delay if they believe there is an error. Disputed sums should not be withheld unless the customer has a genuine and specific reason for dispute. Any undisputed portion of the invoice remains payable by the due date. If a third party is paying on behalf of the customer, the customer remains responsible for ensuring the payment is made in full.

4. Cancellations, Rescheduling, and Non-Attendance

We understand that plans can change. If the customer wishes to cancel or reschedule, reasonable notice should be given as soon as possible. Where a booking is cancelled at short notice, we may charge a cancellation fee to cover lost time, staff scheduling, and preparatory costs. Any deposit paid may be retained wholly or partly if the cancellation is made after the point at which we have reserved time, labour, or equipment for the job.

If the customer is not present at the agreed time, does not provide access, or is otherwise unable to proceed with the service, we may treat the booking as cancelled and charge a call-out or non-attendance fee. Similarly, if we arrive and find that the property conditions are materially different from those described, we may suspend or refuse to continue the work. In that event, any wasted attendance time or travel cost may be charged where fair and reasonable.

We may also need to reschedule or cancel a booking due to staff illness, equipment failure, severe weather, safety concerns, or circumstances outside our reasonable control. Where this happens, we will aim to offer a new appointment or another suitable solution. We will not be liable for losses arising from rescheduling where the cause is beyond our reasonable control, except where liability cannot lawfully be excluded.

5. Service Standards and Customer Obligations

The customer acknowledges that some stains, marks, odours, wear patterns, colour loss, and fibre damage cannot always be fully removed or restored. Cleaning can improve appearance and hygiene, but it does not guarantee a factory-new result. We will use reasonable skill and care in performing the work, and we will choose methods and products that are generally suitable for the material being treated. However, results can vary depending on the age, fibre type, previous cleaning history, and condition of the item or surface.

The customer must inform us of any known risks before work begins, including pre-existing damage, colour instability, shrinkage risk, delicate dyes, hidden stains, weakened seams, or previous chemical treatments. Failure to disclose such matters may affect the outcome and may limit any claim against us. We may refuse certain treatments if we believe the risk of damage is unacceptably high or if the item is not suitable for professional cleaning.

Where drying times are involved, the customer should allow adequate ventilation and follow any aftercare advice we provide. Heavy foot traffic, furniture replacement, or reintroducing pets too soon may compromise the finish or increase the risk of re-soiling. If the customer asks us to move or replace furniture, this is done at the customer’s risk unless otherwise agreed in writing. We do not guarantee the removal of all odours, bacteria, mould, or contaminants unless a specific treatment has been expressly agreed and is technically appropriate.

6. Liability and Limitation of Responsibility

We accept responsibility for loss or damage caused directly by our negligence, but only to the extent required by law. We will not be responsible for indirect loss, loss of profit, loss of business opportunity, loss of enjoyment, or any consequential loss arising from the service. Our total liability in connection with a booking will normally be limited to the amount paid or payable for the specific service, except where a higher level of liability cannot be excluded by law.

We are not liable for damage caused by pre-existing defects, wear and tear, hidden faults, unstable materials, colour run, shrinkage, poor installation, previous cleaning failures, or circumstances outside our control. We are also not responsible for damage resulting from the customer’s failure to follow aftercare instructions, failure to disclose relevant information, or failure to provide a safe working environment. Any complaint regarding damage or dissatisfaction should be raised as soon as reasonably possible so that we can inspect the issue and consider an appropriate response.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If any limitation in these terms is found to be unenforceable, it will be interpreted to give the broadest lawful effect while remaining valid. Where a claim is made, the customer must take reasonable steps to minimise further loss or damage and must not alter the item or area in a way that prevents inspection.

7. Waste Regulations and Environmental Compliance

In carrying out carpet cleaning and related services, we will handle wastewater, residues, packaging, and used materials in accordance with applicable UK waste and environmental requirements. Where our process creates waste that we are responsible for removing, we will dispose of it lawfully and in a manner intended to minimise environmental impact. We aim to use suitable cleaning products and methods that reflect reasonable industry practice and comply with relevant obligations concerning storage, transport, and disposal.

The customer must not request or require us to dispose of materials in a way that would breach waste regulations, environmental law, or site rules. If hazardous contamination, body fluids, chemical residues, asbestos, mould infestation, or other regulated waste is identified, we may suspend the work and advise that specialist contractors are needed. Any such specialist arrangements are outside the scope of standard carpet cleaning unless expressly agreed in writing.

Where waste is generated as part of the service, the customer agrees to provide accurate information about the property and any known contamination risks. The customer must also ensure that any containers, drains, or disposal points made available for our use are suitable and lawful. If the customer instructs us to remove items or waste that do not form part of the normal cleaning service, additional charges may apply, and we reserve the right to decline the request if it is unsafe or non-compliant.

8. Complaints and Remedies

If the customer believes that the service has not been carried out with reasonable care and skill, they should notify us promptly and provide details of the concern. We may ask for photographs, access to the treated area, or an opportunity to revisit the site. Where appropriate, we may offer a re-clean, partial refund, or another reasonable remedy. Any remedy will be assessed fairly and in line with the nature of the complaint and the evidence available.

Complaints must be raised within a reasonable time after completion of the service. We cannot properly assess a concern if the area has been re-used extensively, altered, or cleaned by another party before we are notified. If a revisit is arranged, it will not amount to an admission of liability. Any decision we make under this section is without prejudice to the customer’s rights under consumer law.

9. Force Majeure

We will not be liable for any delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control. This includes, without limitation, extreme weather, flood, fire, power failure, transport disruption, industrial action, illness, accident, acts of government, or other unforeseen events. In such circumstances, we may suspend performance, reschedule the appointment, or cancel the booking if continued performance is impracticable.

10. Governing Law and Jurisdiction

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 parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If a dispute cannot be resolved amicably, both parties will first attempt to settle the matter through reasonable communication before beginning formal proceedings.

These terms form the complete agreement between the customer and Bromley Carpetcleaning in relation to the relevant service, unless a written variation is agreed by both parties. No term shall be interpreted as creating rights for third parties under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions in full.