Bromley Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Bromley Carpet Cleaning provides professional carpet, upholstery and related cleaning services to residential and commercial clients. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply.

Client means the person, firm or company who requests and receives the services.

Company means Bromley Carpet Cleaning, the provider of the services.

Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning, spot cleaning, and any other related services agreed between the Company and the Client.

Premises means the property or location where the services are to be carried out.

Technician means a representative, employee, worker, subcontractor or agent appointed by the Company to carry out the services.

2. Scope of Services

The Company will provide the services as agreed with the Client during the booking process. The specific services, areas to be cleaned, any special treatments requested, and any limitations or exclusions will be confirmed at the time of booking or during the initial inspection at the Premises.

The Company reserves the right to decline work that is unsafe, unlawful, inaccessible, or beyond its reasonable professional capabilities, including but not limited to severe contamination, structural damage, or infestation issues that require specialist contractors.

3. Booking Process

Bookings may be made by the Client through the Company’s accepted communication methods. When placing a booking, the Client must provide accurate information about the Premises, including the number and size of rooms or items to be cleaned, the type of flooring or upholstery, access and parking arrangements, and any known stains, damage or special conditions.

The Company may provide an estimated quote based on the information supplied by the Client. All estimates are subject to confirmation by the Technician on arrival. If there is a material difference between the Client’s description and the actual condition or size of the Premises or items, the Company reserves the right to revise the price or refuse to proceed with the work.

A booking is considered confirmed when the Company has accepted the booking and, where applicable, the Client has paid any required deposit. The Company may, at its discretion, require a deposit or pre-authorisation before confirming a booking.

4. Access and Parking

The Client is responsible for ensuring that the Technician has safe and reasonable access to the Premises at the agreed time, including access to necessary utilities such as electricity and water. The Client must inform the Company of any restrictions regarding access, building regulations, parking controls or time limits that could affect the performance of the services.

Where parking charges apply, these may be added to the final invoice if not otherwise arranged by the Client. If the Technician is unable to gain access at the agreed time due to circumstances within the Client’s control, a call-out or cancellation charge may apply.

5. Client Responsibilities Before Cleaning

Prior to the commencement of services, the Client must remove fragile, valuable or sentimental items from the areas to be cleaned and secure any items that could be affected by cleaning equipment, moisture or movement.

Where reasonably possible, the Client should move small furniture and personal items to allow access to flooring and upholstery. Heavier items may be moved by the Technician if it is safe to do so, but this is at the Technician’s discretion and at the Client’s risk.

The Client must inform the Company of any pre-existing damage, loose fittings, unstable furniture, worn carpets, colour fading, shrinkage risk, or previous cleaning treatments that may affect the outcome of the services.

6. Pricing and Payment

Prices are usually quoted per room, per area, per item or on an hourly or fixed-fee basis, as communicated to the Client at the time of booking. All prices are stated in pounds sterling and may be subject to applicable taxes.

Payment terms will be confirmed during the booking process. Unless otherwise agreed in writing, payment is due immediately upon completion of the services. The Company may accept various forms of payment, such as card payment, bank transfer or cash, subject to availability and any applicable processing conditions.

For commercial or repeat Clients, alternative payment terms may be agreed in advance. In such cases, invoices must be paid within the agreed period. The Company reserves the right to charge interest and administration fees on overdue payments and to withhold further services until outstanding amounts are settled.

7. Deposits and Minimum Charges

The Company may request a deposit for certain bookings, larger jobs, or work scheduled at peak times. Deposits are usually non-refundable if the Client cancels outside the permitted cancellation period set out in these Terms and Conditions.

A minimum call-out or service charge may apply to each booking. This will be communicated at the time of booking. If the actual work carried out falls below the minimum charge threshold, the minimum charge will still apply.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by providing notice to the Company. The following conditions apply unless otherwise agreed in writing.

If the Client cancels or reschedules more than 48 hours before the scheduled appointment time, any deposit paid may be transferred to a new booking or refunded at the Company’s discretion.

If the Client cancels or reschedules with less than 48 hours’ notice, the Company may retain the deposit and may charge a cancellation fee up to a reasonable percentage of the quoted price, to cover costs and lost appointment time.

If the Technician attends the Premises but is unable to carry out the services due to lack of access, unsafe conditions, or other reasons within the Client’s control, the full or a substantial portion of the service fee may be charged.

The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances such as illness, equipment failure, severe weather, or other events beyond its reasonable control. In such cases, the Company will offer the Client the next available appointment or a refund of any deposit paid, but will not be liable for any indirect or consequential loss.

9. Service Limitations and Results

While the Company will exercise reasonable care and professional skill, the outcome of cleaning services can be affected by factors such as the age and condition of the carpet or upholstery, the nature and duration of stains, prior cleaning methods, and manufacturer specifications.

The Company does not guarantee the removal of all stains, odours, or marks and will not be liable where permanent staining or damage pre-exists or where full restoration is not possible despite the use of reasonable professional methods.

Some fabrics and materials are not suitable for certain cleaning methods. The Company will endeavour to assess suitability, but relies on the information provided by the Client and any manufacturer guidance where available. The Company may decline to treat items that appear too fragile or unsuitable for cleaning.

10. Health, Safety and Conduct

The Company adheres to applicable health and safety legislation. The Client agrees to provide a safe working environment and to inform the Technician of any known hazards at the Premises.

The Client must ensure that children, pets and vulnerable persons are kept away from cleaning equipment, chemicals and wet areas during and immediately after the service. The Technician may refuse to continue work if conditions are unsafe, abusive or inappropriate behaviour occurs, or if health and safety rules are not followed.

11. Waste Handling and Environmental Regulations

The Company will handle and dispose of waste generated during the services in accordance with applicable waste and environmental regulations. This may include the collection of soiled water, filters, packaging and other non-hazardous waste associated with the cleaning process.

Where the services give rise to waste that falls under specific regulatory controls, the Company will take reasonable steps to comply with those regulations. The Client agrees not to request the Company to dispose of hazardous or prohibited materials and remains responsible for any specialist disposal required for such items.

The Client must not dispose of cleaning residues, wastewater or chemicals in a manner that breaches building rules, tenancy terms or local waste requirements. Where the Client requests that waste or wastewater be discharged via their facilities, this is done at the Client’s risk and subject to any building management rules.

12. Damage, Liability and Insurance

The Company will exercise reasonable care when providing the services. If accidental damage is caused by the Company or its Technicians, the Client must notify the Company in writing as soon as reasonably practicable and in any event within 48 hours of the service date.

The Company’s liability for loss or damage arising out of or in connection with the services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item and the total price paid or payable for the specific service giving rise to the claim.

The Company will not be liable for pre-existing damage, wear and tear, discolouration, shrinkage, or deterioration that becomes more apparent following cleaning. The Company is not responsible for any consequential, indirect or economic losses such as loss of profit, loss of enjoyment, or accommodation costs.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other matter where liability cannot legally be limited or excluded.

13. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the services, they should notify the Company as soon as possible and within 48 hours of completion, providing details and, where relevant, photographic evidence.

The Company will investigate complaints and, where appropriate, may offer a re-clean of the affected area, a partial refund, or other reasonable remedy. The chosen remedy will be at the Company’s discretion, subject to the circumstances and evidence provided.

14. Privacy and Data Protection

The Company may collect and store personal information such as the Client’s name, address, and booking details for the purposes of managing appointments, delivering services, processing payments, and fulfilling its legal obligations.

The Company will handle personal data in accordance with applicable data protection laws and will not sell or disclose personal information to third parties except where necessary to provide the services, comply with legal obligations, or where the Client has given consent.

15. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, pandemics, strikes, transport disruptions, equipment breakdowns, or restrictions imposed by authorities.

16. Amendments to Terms and Conditions

The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that booking, unless changes are required by law or regulatory authority.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed deleted, but the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and agreed quotations, constitute the entire agreement between the Company and the Client in relation to the services and supersede any prior discussions, correspondence or understandings.

19. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter.

By proceeding with a booking and allowing the services to commence, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.