Carpet Cleaners Bermondsey Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Bermondsey provides carpet, rug, upholstery and related cleaning services to residential and commercial customers within our service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any services.

1. Definitions

In these Terms and Conditions, unless the context otherwise requires:

Customer means the person, company or organisation booking or receiving the services.

Company means Carpet Cleaners Bermondsey, the provider of the services.

Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning or stain treatment services supplied by the Company to the Customer.

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

Technician means any employee, contractor or representative appointed by the Company to perform the services.

2. Scope of Services

The Company provides professional cleaning services for carpets, rugs, upholstery and related items, together with any additional services agreed at the time of booking or subsequently confirmed in writing. The exact scope of work, including the type of cleaning, number of rooms or items, and any additional tasks, will be agreed during the booking process and confirmed in the booking confirmation.

All services are performed using methods and products deemed suitable by the Company, taking into account the type and condition of the items and surfaces at the premises. While the Company will take reasonable care to achieve the best possible results, outcomes may vary depending on age, wear, material, type of staining and pre-existing damage.

3. Booking Process

Bookings can be requested by the Customer via the Company’s accepted communication channels. All bookings are subject to availability and are not confirmed until the Customer has received a booking confirmation from the Company.

At the time of booking, the Customer must provide accurate information about the premises, parking access, number and size of rooms, type of flooring, and any specific concerns such as heavy soiling, pet stains or odours. The Company’s quotation and time estimate are based on the information supplied by the Customer. If on arrival the Technician finds that the scope of work is materially greater than described, the Company may adjust the price, modify the scope of the services, or decline to carry out the work, in which case any call-out or minimum fee may be charged.

The Customer is responsible for ensuring that an authorised person is present at the premises at the scheduled start time to provide access and discuss any relevant instructions or concerns.

4. Quotations and Pricing

Any quotation provided by the Company is based on the details supplied by the Customer and is valid for a limited period as indicated at the time of issue. The Company reserves the right to revise an estimate or quotation if the information provided by the Customer is incomplete, inaccurate or has changed, or where additional services are requested.

Unless stated otherwise, prices are given for labour, standard cleaning products and use of the Company’s equipment only. Additional charges may apply for parking, congestion or clean air zones, access restrictions, or any specialist treatments such as stain protection, flea treatments, or deep restoration processes.

Where a minimum charge applies, this will be communicated to the Customer before confirming the booking.

5. Customer Obligations

The Customer agrees to:

Provide safe and reasonable access to the premises, including suitable parking or information about available parking near the property.

Ensure that the premises has running water and electricity available for use during the appointment.

Remove small items, clutter, fragile objects and personal belongings from the areas to be cleaned prior to the Technician’s arrival, or clearly point out any items that must not be moved.

Inform the Technician of any pre-existing damage, delicate fabrics, loose fittings, unstable furniture or any surfaces that may be at risk.

Supervise children, pets and vulnerable persons at all times during the provision of the services, ensuring they do not interfere with the work or equipment.

Failure to meet these obligations may result in delays, additional charges or the services being curtailed. The Company is not liable for any delays or incomplete services where the Customer does not provide appropriate access or preparation.

6. Payment Terms

Unless otherwise agreed in writing, payment is due immediately upon completion of the services at the premises. The Company accepts payment via the methods notified to the Customer at the time of booking or at the appointment. For commercial or repeat clients, alternative invoicing arrangements may be agreed in advance.

The Customer agrees to pay the full amount due for the services provided, including any agreed extras or surcharges arising from changes in scope, parking costs or additional treatments requested on site.

If payment is not made when due, the Company reserves the right to charge interest on any overdue amount at the statutory rate and to recover any reasonable costs incurred in pursuing late payment, including administrative and legal expenses.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company notice within the timescales specified by the Company. Unless otherwise stated at the time of booking, the following will apply:

If the Customer cancels or reschedules more than 24 hours before the scheduled appointment time, no cancellation fee will normally be charged.

If the Customer cancels or reschedules less than 24 hours before the scheduled appointment time, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted price or a minimum call-out fee.

If the Technician arrives at the premises at the agreed time and is unable to gain access, or the Customer is not present and cannot be contacted, this may be treated as a late cancellation and a fee may be charged.

The Company reserves the right to cancel or reschedule an appointment in the event of circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, equipment failure, illness or emergency. In such cases, the Company will notify the Customer as soon as practicable and offer a new appointment time. The Company is not liable for any indirect loss or expense incurred by the Customer as a result of such cancellation.

8. Service Standards and Limitations

The Company will perform the services with reasonable care and skill and in accordance with industry practices. However, the Customer acknowledges and agrees that:

Some stains, odours, wear and discoloration may be permanent and cannot be fully removed by cleaning.

Previous cleaning, DIY treatments, or the use of unsuitable products may have affected the fibres or backing of carpets and upholstery, limiting the achievable results.

Shrinkage, colour loss or damage can sometimes occur where fabrics or carpets were not manufactured or installed in accordance with relevant standards, or where the Customer has not followed care recommendations.

The Company does not guarantee any specific outcome or that all stains or marks will be removed.

The Customer is advised to test any protective treatments or subsequent cleaning products in a small inconspicuous area and to follow manufacturer guidance.

9. Access, Health and Safety

The Company reserves the right to refuse or discontinue services if, in the Technician’s reasonable opinion, the premises or working conditions are unsafe, unsanitary, or otherwise present an unacceptable risk to health, safety or property. This includes but is not limited to the presence of hazardous materials, aggressive behaviour, or environments inconsistent with safe working practices.

The Customer must notify the Company of any known hazards at the premises, such as loose wiring, unsafe flooring, infestations, or chemical residues. The Company will take appropriate precautions but cannot be held liable for any incident arising from hazards that were not disclosed or reasonably visible.

10. Waste Handling and Environmental Compliance

The Company operates in accordance with applicable UK waste and environmental regulations. During the provision of services, the Technician may collect waste water, debris extracted from carpets and upholstery, and limited quantities of other non-hazardous residues generated by the cleaning process.

Where waste is removed from the premises by the Company, it will be handled and disposed of in compliance with relevant legislation. The Customer agrees not to request the Company to dispose of any hazardous or controlled waste, including but not limited to sharps, chemical containers, asbestos, or biological waste.

Where reasonable and legally permissible, waste water may be discharged via appropriate drainage at the premises in accordance with local regulations. The Customer authorises such use of normal drainage facilities unless they explicitly instruct otherwise in advance and provide a suitable alternative arrangement.

11. Damage and Liability

The Company will take reasonable care when carrying out the services to protect the Customer’s property and belongings. However, the Customer must report any alleged damage caused by the Company’s services or Technicians in writing as soon as reasonably practicable and no later than 48 hours after completion of the services, providing details and evidence where possible.

The Company’s liability for any direct loss or damage arising from its negligence or breach of contract is limited to the lower of the cost of repair or replacement of the damaged item, or the total price paid by the Customer for the services on the day in question, except where such limitation is prohibited by law.

The Company is not liable for:

Any pre-existing damage, defects, wear, fading, loose seams, poor installation, or issues resulting from manufacturing or prior cleaning.

Any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of business or opportunity.

Damage arising from the Customer’s failure to follow advice or care instructions given by the Company or contained in manufacturer guidelines.

Accidental damage where the Customer has not removed fragile items, valuables or breakables from the work area.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be excluded or limited.

12. Insurance

The Company maintains appropriate insurance cover for its activities. Details of current insurance arrangements can be provided upon reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond that set out in these Terms and Conditions.

13. Complaints and Rectification

If the Customer is dissatisfied with any aspect of the services, they must notify the Company as soon as possible and within 48 hours of completion. The Company will investigate the complaint and, where appropriate and reasonably practicable, may offer to revisit the premises to inspect and, if necessary, attempt to rectify the issue.

Any offer to rectify does not constitute an admission of liability and is without prejudice to the Company’s rights. Where the Customer arranges for remedial work by a third party before the Company has had a reasonable opportunity to inspect and respond, the Company may not be responsible for any associated costs.

14. Force Majeure

The Company is not liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, flooding, fire, pandemics, strikes, acts of government, transport disruption or equipment breakdown not caused by the Company’s negligence. In such circumstances, the Company will use reasonable endeavours to reschedule the services as soon as possible.

15. Privacy and Data Protection

The Company collects and processes personal data provided by the Customer for the purposes of arranging and delivering the services, handling payments, managing customer relationships and complying with legal obligations. The Company will handle personal information in accordance with applicable data protection laws in the United Kingdom.

The Customer is responsible for ensuring that any personal information they provide is accurate and up to date. The Company will not sell the Customer’s personal data to third parties and will only share it where necessary for the fulfilment of the services, for payment processing, or where required by law.

16. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, business practices or the nature of the services. Any such changes will be effective from the date of publication on the Company’s website or from the date notified to the Customer. The Terms and Conditions in force at the time of your booking will apply to that booking.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales. The parties agree that 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 placing a booking with Carpet Cleaners Bermondsey, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.