Bromley Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Bromley Carpet Cleaners provides professional cleaning services to domestic and commercial customers. By making a booking, using our services or allowing our personnel access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below.
Customer means the person, firm or company booking or receiving the services.
Company, we, us, our means Bromley Carpet Cleaners.
Services means any carpet, upholstery, rug, hard floor or related cleaning or treatment service provided by the Company, including associated inspection, stain treatment and deodorising where applicable.
Premises means the property or location where the Services are to be provided.
Technician means the individual employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its service area, which covers Bromley and surrounding locations in South East London and nearby regions. Availability of Services in any particular location is subject to scheduling, travel time and operational feasibility. The Company reserves the right to decline or cancel a booking where safe, practical or lawful delivery of the Services is not possible.
The exact scope of the Services for each booking will be agreed at the time of quotation and confirmed in the booking confirmation. The Customer acknowledges that certain types of staining, wear, odours, fibre damage or pre-existing conditions may not be fully removable and that no guarantee can be given that all stains or marks will be eliminated.
3. Booking Process
3.1 Bookings may be requested through our website contact form or by other communication methods we make available. Bookings are subject to availability and are not confirmed until the Company has provided explicit confirmation of the appointment date, time window and estimated price.
3.2 The Customer is responsible for providing accurate information at the time of booking, including the type of property, access details, parking restrictions, floor level, number and approximate size of rooms or items to be cleaned, and any particular concerns such as heavy soiling, pet issues, water damage or delicate fibres.
3.3 The Company may request photographs or further information to provide an accurate estimate. All estimates are based on the information supplied by the Customer and may be adjusted on site if the actual condition or scope differs substantially.
3.4 The Customer must ensure that a person aged 18 or over is present at the Premises at the agreed service time to grant access, confirm the work to be done and make payment where applicable. Where no adult is available to grant access, the booking may be treated as a late cancellation.
4. Access, Parking and Preparation
4.1 The Customer must provide safe, reasonable access to the Premises, including any necessary entry codes, instructions for concierge or reception, and information about alarms or security systems.
4.2 The Customer is responsible for arranging suitable parking for the Company vehicle as close to the Premises as reasonably possible. Any parking charges or permits required to carry out the Services will be chargeable to the Customer and may be added to the final invoice.
4.3 Before the appointment, the Customer should remove small items, valuables, fragile objects and as much furniture as reasonably possible from the areas to be cleaned. Where large or heavy furniture cannot be moved by the Customer, the Technician will use reasonable efforts to clean around or partially underneath such items where safe to do so, but complete coverage cannot be guaranteed.
4.4 The Customer must notify the Technician of any areas of particular concern, pre-existing damage, loose fittings, unstable furnishings, or unusual floor or carpet conditions. The Company will not be liable for damage arising from issues that were not disclosed and that could not reasonably be identified through normal visual inspection.
5. Pricing, Estimates and Quotations
5.1 Prices for the Services may be provided as fixed quotations or as estimates based on typical room sizes or standard items. The final price may vary where the actual size, condition or access differs significantly from the description provided at the time of booking.
5.2 All prices are stated in pounds sterling and are inclusive or exclusive of VAT depending on the Companys tax registration status at the time of service. Where applicable, any VAT element will be clearly indicated on quotations or invoices.
5.3 The Company reserves the right to adjust its prices from time to time. Price changes will not affect confirmed bookings that have already been accepted by the Company, unless the scope of the work has materially changed.
6. Payment Terms
6.1 Unless otherwise agreed in writing, payment is due in full immediately upon completion of the Services at the Premises. For commercial customers or regular contracts, alternative payment terms may be agreed in advance.
6.2 The Company accepts common UK payment methods, which may include cash, bank transfer or card payment, as made available from time to time. The Customer is responsible for ensuring that cleared funds are provided in accordance with the agreed terms.
6.3 Where payment is not made on completion, the Company reserves the right to charge interest on overdue balances at the statutory rate applicable under UK law, together with reasonable administration costs incurred in collecting payment.
6.4 The Customer must raise any queries relating to an invoice within seven days of the invoice date. After this period, the invoice will be deemed accepted.
7. Cancellations, Rescheduling and Missed Appointments
7.1 The Customer may cancel or reschedule a booking by giving the Company at least 24 hours notice prior to the agreed appointment time. Cancellations or rescheduling requests must be communicated by one of the contact methods provided by the Company.
7.2 Where less than 24 hours notice is given, the Company reserves the right to charge a late cancellation fee, which may be up to 50 percent of the estimated service cost, to cover travel, administration and lost appointment time.
7.3 If the Technician attends the Premises at the agreed time but is unable to gain access, or the Customer is not present and has not made practical arrangements for entry, the booking may be treated as a late cancellation and a call out charge or cancellation fee may apply.
7.4 In the event of severe weather, illness, vehicle breakdown, operational issues or other circumstances beyond the Companys reasonable control, the Company may need to cancel or reschedule an appointment. The Company will endeavour to give as much notice as possible and will offer the Customer the next available convenient appointment. The Company shall not be liable for any indirect losses resulting from such cancellation or rescheduling.
8. Customer Obligations and Conduct
8.1 The Customer shall provide a safe working environment for the Technician, including adequate lighting, access to electricity and, where reasonably required, access to water.
8.2 The Customer must ensure that children and pets are supervised and kept away from work areas and equipment during and immediately after the cleaning process, especially while carpets or flooring remain damp and while cleaning solutions are in use.
8.3 The Company reserves the right to withdraw its personnel and terminate the visit if they encounter abuse, harassment, unsafe conditions, illegal activity, or any situation that reasonably makes them feel at risk. In such circumstances the visit may be treated as a late cancellation and a fee may apply.
9. Service Limitations and Results
9.1 While the Company uses professional equipment, solutions and techniques, the outcome of cleaning depends on the age, type and condition of fibres, the nature of stains, previous cleaning attempts and other factors beyond the Companys control.
9.2 No guarantee is given that all stains, odours, marks or wear can be removed, or that colour changes, pile distortion or damage caused by prior contamination or cleaning products can be reversed. The Technician will advise the Customer where the risk of limited improvement is high.
9.3 Drying times are estimates and may vary depending on ventilation, temperature, humidity, pile thickness and soiling. The Customer is responsible for ensuring adequate ventilation and following aftercare advice to facilitate drying and prevent slips or damage.
10. Damage, Liability and Insurance
10.1 The Company will exercise reasonable care and skill in providing the Services and will maintain appropriate insurance cover as required by UK law for its operations.
10.2 The Customer must report any alleged damage or concerns arising from the Services in writing as soon as reasonably practicable and in any event within 48 hours of completion. The Customer must give the Company a reasonable opportunity to inspect the alleged damage and, where appropriate, to arrange remedial work.
10.3 The Companys total aggregate liability for loss or damage arising out of or in connection with the Services shall be limited to the value of the specific service visit during which the issue occurred, except where liability cannot be limited under law, such as for death or personal injury caused by negligence or for fraud.
10.4 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of business, nor for pre-existing damage, wear and tear, or damage arising from inherent defects or instability in carpets, flooring, furnishings or fittings.
10.5 The Customer is responsible for securing valuables, fragile items and breakables before the visit. The Company is not liable for any loss of cash, jewellery or small valuables unless clear evidence of direct fault by the Technician is demonstrated.
11. Waste Handling and Environmental Compliance
11.1 The Company carries out cleaning in accordance with applicable UK waste and environmental regulations. Where waste water, residues or removed materials are generated, these will be disposed of in a lawful and environmentally responsible manner.
11.2 The Customer must not request or require the Company to dispose of hazardous waste, sharps, clinical waste or any materials that fall outside the scope of normal cleaning waste. The Company reserves the right to refuse work where hazardous or contaminated materials are present, or to suspend work until the Customer has arranged appropriate removal or specialist treatment.
11.3 Where the Services involve the collection or removal of any waste or materials beyond normal cleaning residues, the Company may apply additional charges to cover handling, transport and lawful disposal costs, which will be agreed with the Customer in advance where possible.
11.4 The Customer agrees to follow any instructions given by the Technician regarding temporary restrictions on access to freshly cleaned areas, proper ventilation during and after cleaning, and any safety guidance associated with cleaning products used.
12. Complaints and Service Issues
12.1 The Company aims to provide a reliable and professional service. If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and no later than 48 hours after completion of the visit, outlining the nature of the concern.
12.2 Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, offer a re-clean of the affected area or another appropriate remedy. Any re-clean must normally take place within a reasonable period and is subject to the Customer providing access to the Premises.
12.3 The Companys decision on appropriate remedial action shall be final, without prejudice to any statutory rights the Customer may have under UK consumer law.
13. Privacy and Data Protection
13.1 The Company collects and processes personal data necessary to manage bookings, deliver Services, issue invoices and handle queries. This may include names, addresses, access instructions and limited contact details.
13.2 Personal data will be processed in accordance with applicable UK data protection legislation. The Company will not sell Customer data to third parties and will only share it with trusted partners where needed to deliver the Services or comply with legal obligations.
13.3 The Customer has the right to request access to their personal data held by the Company and to request correction of any inaccuracies.
14. Amendments to these Terms
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or our business operations.
14.2 The version in force at the time of the Customers booking will apply to that particular service visit. Updated terms will apply to new bookings made after the revised terms have been published or otherwise made available.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services, subject to any mandatory consumer rights that allow the Customer to bring proceedings in a different jurisdiction.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be removed to the minimum extent necessary and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy, nor shall any single or partial exercise of any right or remedy prevent any further exercise of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company relating to the provision of the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter, other than any mandatory rights under consumer law.
