Terms and Conditions for Carpet Cleaners Bermondsey

These Terms and Conditions set out the basis on which Carpet Cleaners Bermondsey provides domestic and commercial carpet cleaning services, together with related soft furnishing and stain-treatment work. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they form the contract between the customer and the service provider.

For the purposes of these terms, references to “we”, “us” and “our” mean the carpet cleaning service provider, and references to “you” and “your” mean the customer placing the booking. These terms are intended to be fair and transparent and should be read together with any written quotation, booking confirmation, or service notes provided before the work begins.

These terms apply to all standard carpet cleaning services, including carpet fibre cleaning, spot treatment, odour treatment, and similar services agreed in advance. Any service not expressly included in the quotation must be agreed separately and may incur an additional charge. No variation of these terms shall be valid unless confirmed by us in writing.

1. Booking process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. When you request a booking, you must provide accurate information about the property, the areas to be cleaned, access arrangements, parking restrictions, known stains, fragile materials, and any special circumstances that may affect the service. Any quotation given before inspection is based on the information you provide and may be revised if that information is incomplete or materially inaccurate.

Once a booking request is received, we may provide an estimate or a fixed price depending on the condition and scope of the work. A booking is only confirmed when we have accepted the appointment and, where applicable, received any requested deposit or written approval. We reserve the right to decline a booking where the work is unsuitable, unsafe, outside our service scope, or cannot reasonably be delivered under the proposed conditions.

2. Service description and customer responsibilities

We will use reasonable skill and care in performing the carpet cleaning service, using products and methods suitable for the material and condition of the surfaces concerned. However, results depend on the age, wear, prior treatment, fibre type, staining history, and maintenance of the carpet or fabric. We do not guarantee complete removal of all stains, marks, odours, or pre-existing damage. Some fibres may react unpredictably to cleaning products or moisture, and minor shrinkage, texture change, or colour variation may occur despite careful work.

You must ensure the area is reasonably prepared before the appointment, including the removal of small valuables, loose items, and any obstacles that would prevent safe access. Where heavy furniture must be moved, this should be agreed in advance. We may decline to move items that are dangerous, excessively heavy, fragile, or not reasonably accessible. You are responsible for ensuring that the premises are suitable for the work and that a competent adult is present to authorise the cleaning and discuss any concerns.

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash, or another method agreed in advance. Where a deposit is requested to secure a booking, that deposit will be stated clearly before confirmation and may be non-refundable in accordance with these terms.

All prices are inclusive of any applicable VAT only where expressly stated. If VAT applies and is not included in the quotation, it will be added at the prevailing rate. Any additional charges arising from extra rooms, unexpected contamination, difficult access, parking costs, or work beyond the original scope will be explained where reasonably possible before being added to the final invoice. We may issue an invoice for immediate payment if the service has been completed.

Late or failed payments may result in recovery action and any reasonable costs incurred in collecting unpaid sums. Where payment is not made by the due date, we reserve the right to charge statutory interest and compensation in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. If you dispute any part of an invoice, you must notify us promptly and pay the undisputed amount by the due date.

4. Cancellations, postponements and access failures

You may cancel or rearrange a booking by giving reasonable notice. The amount of notice required may depend on the size and nature of the appointment, but as a general rule we request at least 24 hours’ notice. If you cancel with insufficient notice, we may charge a cancellation fee to cover reserved time, travel, and any preparatory costs. Where a deposit has been taken, we may retain all or part of it to reflect our losses.

If we arrive and cannot carry out the work due to lack of access, absence of an authorised person, unsafe conditions, or failure to prepare the area as agreed, the booking may be treated as a late cancellation and a call-out fee may apply. If the appointment must be postponed because of adverse weather, urgent safety issues, building access problems, or other circumstances outside our control, we will seek to rearrange the work for a reasonable alternative date.

We reserve the right to postpone or cancel a booking where continuing would put our staff, your property, or the cleaning equipment at risk. In such cases, we will try to notify you as soon as reasonably practicable and may offer an alternative appointment. We shall not be responsible for any indirect loss arising from a cancellation or postponement made for safety, operational, or legal reasons.

We accept responsibility for loss or damage caused directly by our proven negligence, but our liability is limited to the value of the service supplied or the amount recoverable under our insurance, whichever is lower, except where such limitation is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We will not be liable for pre-existing defects, hidden damage, weak seams, loose dyes, unstable backing, pre-existing mould, or deterioration caused by age or improper prior treatment. We also are not liable for damage resulting from the customer’s failure to disclose relevant information, including fibre sensitivity, previous chemical use, water damage, pest contamination, or known stains that may react during cleaning.

Where goods or furnishings are moved, we will take reasonable care, but you remain responsible for informing us of items that are delicate, valuable, or structurally unstable. We are not responsible for the contents of cupboards, drawers, or containers unless we have expressly agreed to handle them. You should remove or secure any items that could be affected by vibration, water, or cleaning movement.

6. Waste regulations and disposal

The cleaning process may generate wastewater, used cloths, packaging, and minor debris. We will handle and dispose of waste in accordance with applicable UK waste management requirements, environmental legislation, and any relevant local disposal rules. We aim to minimise waste, avoid unlawful discharge, and use appropriate containment methods where cleaning residues or removed soils must be collected.

We will not knowingly dispose of hazardous waste, biohazardous material, or specialist contaminated waste unless this has been specifically agreed in advance and can be lawfully handled. If we discover that an area contains hazardous contamination, excessive soiling, mould, bodily fluids, or other regulated waste, we may suspend the service and recommend that the customer arranges a specialist contractor. Any additional equipment or disposal obligations arising from such materials may be charged separately.

It is your responsibility to inform us of any substances on the premises that may require special handling or disposal. You must also ensure that no prohibited items or hazardous chemicals are left accessible in the work area. We shall not be liable for penalties, delays, or extra costs arising from undisclosed waste, incorrect disposal instructions, or any failure by the customer to provide accurate information about the condition of the premises.

If you have any concern about the service, you should notify us as soon as possible and, in any event, within a reasonable time after completion. Where appropriate, we may ask for photographs, a description of the issue, or an opportunity to inspect the affected area. This helps us assess whether the matter is attributable to the cleaning process, pre-existing damage, or a factor outside our control.

If we accept that additional work is reasonably required because of an error on our part, we may at our discretion return to rectify the issue, offer a partial refund, or provide another appropriate remedy. This does not affect any statutory rights you may have as a consumer. No remedy shall be owed where the issue results from normal wear, misdescription of the item, hidden defects, or failure to follow aftercare advice given at the time of service.

You agree to allow us a reasonable opportunity to inspect and, where appropriate, remedy any reported issue before arranging third-party intervention. If a third party is instructed without our prior consent, our ability to investigate the matter may be affected and this may limit any remedy that would otherwise have been available.

We shall not be liable for any delay or failure to perform our obligations where such delay or failure arises from events beyond our reasonable control, including but not limited to severe weather, fire, flood, utility failure, transport disruption, industrial action, illness, equipment failure, government restrictions, or emergency situations. In such cases, performance may be suspended for the duration of the event.

Where a force majeure event affects a booking, we will use reasonable efforts to rebook the service at the earliest practical date. If the event continues for an extended period, either party may cancel the affected appointment without further liability, save for any sums already due for work completed or costs reasonably incurred before cancellation.

We may also suspend or refuse service if we reasonably believe the premises are unsafe, if the customer behaves abusively, or if access, parking, or working conditions make the appointment impracticable. Any such decision will be made reasonably and proportionately in the circumstances.

We will process personal information provided during booking and service delivery only for legitimate business purposes such as managing appointments, issuing invoices, maintaining records, and communicating about the service. We will take reasonable steps to protect personal data and to use it in accordance with applicable data protection law. Further details may be provided in a separate privacy notice where available.

By booking with us, you agree that we may contact you using the details supplied in relation to your appointment, quotation, invoice, or service updates. We will not use your personal information for unrelated purposes without a lawful basis. You should ensure that any information you provide is accurate and kept up to date.

Any notices relating to cancellations, changes, payment reminders, or complaints may be provided by email, text message, or another method reasonably chosen by us. A notice will be treated as received when it is sent, provided there is no indication of failure to deliver. It is your responsibility to check the contact details you supply and to monitor communications relating to the booking.

10. Governing law and jurisdiction

These terms, 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. If you are a consumer, you may benefit from mandatory rights under consumer protection legislation, and nothing in these terms removes or restricts those rights where such restriction would be unlawful.

Subject to any applicable consumer rights, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from or related to these terms, the booking, or the performance of the service. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

11. General provisions

These terms represent the entire agreement between the parties regarding the service and supersede any prior discussions or representations, except where expressly incorporated in writing. No person who is not a party to the contract has any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999, unless otherwise agreed in writing. A failure by us to enforce any right shall not constitute a waiver of that right.

If any part of these terms is deemed unenforceable, it shall be severed to the minimum extent necessary, and the rest of the terms will remain effective. We may update these terms from time to time to reflect changes in the law, our operating procedures, or service requirements. The version in force at the time of booking will generally apply to that booking unless a change is required by law.

By confirming a booking with Carpet Cleaners Bermondsey, you acknowledge that you have read, understood, and accepted these terms and conditions. This agreement is intended to support a clear, lawful, and professional carpet cleaning service while protecting both the customer and the provider. If you require a copy for your records, please retain the version supplied at the time of booking.