Terms and Conditions for Bromley Carpet Cleaners

These Terms and Conditions set out the basis on which Bromley Carpet Cleaners provides domestic and commercial carpet cleaning and related fabric care services in the UK. By making a booking, the customer agrees to read, understand and accept these terms before work begins. They are intended to create a clear, fair and practical framework for both parties, covering the booking process, pricing, payments, cancellations, liability, waste handling and the law that applies to the service.

In these terms, references to “we”, “us” and “our” mean Bromley Carpet Cleaners, and references to “you” and “your” mean the customer or the person authorising the work. The service may include carpet cleaning, upholstery cleaning, stain treatment, deodorising, rug care and similar specialist treatments, depending on what has been agreed at booking. These terms apply whether the booking is made by phone, email, online form, message or any other accepted method.

By confirming a booking, you acknowledge that the service is arranged on the basis of the information you provide. Accurate details are important, because the condition of the property, the type of textile, access arrangements, parking restrictions, water supply, electricity and the extent of soiling can all affect the time required and the final price. If the information supplied turns out to be incomplete or incorrect, we may need to revise the quotation or amend the scope of work.

1. Booking Process

A booking is formed when we agree a date, a time window and the services to be provided, and you accept those details. Any quotation given before inspection is an estimate unless stated otherwise. Estimates are based on the number of rooms, size of items, fibre type, level of contamination and any special treatment requested. We reserve the right to adjust the quotation if the actual work differs materially from the information originally supplied.

When a booking is made, we may ask for confirmation of the areas to be cleaned, whether pre-treatment is required, and whether there are any special circumstances such as delicate fibres, stain history, pet odours, mould, paint, wax, or furniture that must be moved. You are responsible for ensuring that the work area is reasonably accessible and safe for our operatives to carry out the service. If access is restricted or conditions are unsuitable, we may suspend or refuse the work and charge a call-out or wasted journey fee where appropriate.

We will endeavour to attend within the agreed time window, but all arrival times are approximate unless expressly guaranteed in writing. Delays may arise from traffic, weather, equipment issues or circumstances beyond our control. If we anticipate a significant delay, we will try to notify you as soon as reasonably possible. You should ensure that an adult representative is available at the property unless we have agreed otherwise in advance.

2. Service Standards and Customer Responsibilities

We aim to provide a professional carpet cleaning service using appropriate methods and products selected for the item and the condition of the fibres. However, cleaning outcomes can vary depending on age, wear, previous cleaning attempts, hidden staining, sun damage, pile distortion and pre-existing defects. While we use reasonable skill and care, we do not guarantee complete removal of all stains, odours or marks, especially where the damage has permanently altered the material.

You must tell us about any known issues before the service begins, including fragile seams, loose fitting, shrinkage risk, pre-existing damage, moth activity, water marks, colour loss or previous chemical treatment. If you instruct us to proceed despite a known risk, you accept that the treatment may produce limited results or affect the item further. We may refuse to use methods that we consider unsafe for the material or that could create unacceptable risk.

If furniture must be moved, you should clear personal belongings, fragile items, valuables and breakables in advance. We may move lightweight movable items at our discretion, but we are not obliged to move heavy, fixed, electrical or high-value furniture. Any item moved by us may be returned to a position we consider reasonable, but we do not guarantee exact reinstatement to the original location. We recommend that you place protective pads or coasters under furniture if appropriate after cleaning.

3. Pricing and Payment

Our prices may be quoted as fixed fees, room-based rates, item-based rates, hourly charges or a combination of these, depending on the work. Unless otherwise agreed in writing, all prices are in pounds sterling and may be subject to VAT where applicable. Additional charges may apply where the job takes longer than expected due to excessive soiling, difficult access, extra stain treatments, additional rooms, or work that falls outside the original quotation.

Payment is due in full on completion of the service unless we have agreed a different arrangement in advance. We may accept bank transfer, card payment, cash or other approved methods. If a deposit has been requested, it is used to secure the appointment and may be deducted from the final balance. Any deposit policy will be explained at the point of booking. Late payment may result in administration charges, interest or recovery action to the extent permitted by law.

In the event that you delay payment, dispute a charge without reasonable basis, or fail to pay for additional work that you requested or authorised on site, we reserve the right to recover the outstanding amount, together with any reasonable costs incurred in collection. We do not accept responsibility for delays in payment caused by your bank, card provider or other third party payment processor.

4. Cancellations, Rescheduling and Access Issues

You may cancel or reschedule a booking by giving reasonable notice. Where notice is given sufficiently in advance, we will usually offer a new appointment without charge. However, if you cancel at short notice, refuse access on arrival, or fail to provide the agreed conditions for the service, we may charge a cancellation fee to cover lost time, staff allocation and travel costs. Any fee charged will be fair and proportionate to the loss suffered.

If we need to cancel or reschedule due to illness, equipment failure, severe weather, operational issues or another event beyond our control, we will inform you as soon as possible and offer an alternative appointment. We will not normally be liable for indirect losses caused by such changes, provided we act reasonably. If a refund is due for a pre-paid service that cannot be delivered, it will be processed within a reasonable time.

If you are not present at the agreed time and have not arranged safe access, we may wait for a limited period and then treat the booking as a late cancellation or wasted visit. If you are present but the property is not ready, hazardous, locked, or otherwise unsuitable, we may postpone or abandon the work and charge accordingly. It is your responsibility to ensure that any pets are secured and that children or other occupants do not interfere with the cleaning equipment or drying process.

5. Liability, Damage and Limitations

We will exercise reasonable care and skill in performing the service, and we are responsible for loss or damage caused by our negligence, subject to the limits set out in these terms. If you believe that damage has occurred, you must notify us as soon as reasonably possible and, in any event, before the item is moved, used extensively or treated by a third party. This allows us to inspect the issue promptly and consider a fair solution.

Our liability is limited to the direct loss or damage reasonably foreseeable at the time the contract was formed. We are not liable for indirect or consequential losses such as loss of profit, loss of enjoyment, business interruption or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

We are not responsible for pre-existing damage, hidden defects, manufacturer faults, fibre weakness, colour instability, shrinkage, deterioration, water sensitivity, or adverse results arising from materials previously treated with unsuitable chemicals. We also do not accept liability where you fail to disclose important information, ignore our instructions, or request that we proceed despite a warning. Where liability is accepted, our remedy may be limited to re-cleaning, partial refund, repair contribution or another proportionate solution at our discretion.

6. Waste, Disposal and Environmental Compliance

Our service may generate waste such as packaging, disposable cloths, recovered debris, vacuum waste, contaminated residue, used spot-treatment materials and other cleaning by-products. We will handle waste in accordance with applicable UK waste regulations and relevant environmental duties. We may remove waste created by our own service where this is practical and lawful, but we are not obliged to remove household rubbish, building waste or items unrelated to the cleaning contract unless separately agreed.

You agree to provide suitable disposal arrangements where needed and to ensure that any waste from the property does not include prohibited, hazardous or specialist materials unless those materials were expressly disclosed and accepted by us in advance. If we discover hazardous waste, such as chemical residues, bodily fluids, needles, asbestos-related contamination, mould requiring specialist remediation, or other regulated materials, we may stop work immediately and advise that specialist handling is required.

We may refuse to clean items that are unsafe, contaminated beyond normal domestic conditions, or likely to produce waste that cannot be managed safely using our standard procedures. Where disposal of a small amount of service waste is included, it will be carried out in a lawful and proportionate way. You must not ask us to dispose of any item or residue in a manner that breaches environmental, health and safety, or waste transport requirements.

7. Complaints, Re-cleans and Customer Remedies

If you are dissatisfied with the result, you should notify us promptly so we can assess the issue while the area is still in a similar condition to when the service was completed. In many cases, a follow-up inspection or re-clean may resolve concerns. Any request for a remedy must be made within a reasonable period and with reasonable evidence of the issue.

We may ask for photographs, product labels, treatment history and details of the concern before deciding on the next step. Where appropriate, we may offer a re-clean, partial refund or other fair remedy. We will not provide a remedy where the issue arises from a factor outside our control, such as continued soiling after treatment, unseen pre-existing damage, or the natural limitations of cleaning certain fibres or stains.

Nothing in these terms affects your statutory rights as a consumer. If the service is not provided with reasonable care and skill, or if it does not match the description agreed at booking, you may have rights under UK consumer law. Any remedy will be considered in line with those rights and the facts of the individual case.

8. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

We may update these terms from time to time to reflect changes in law, business practice or service methods. The version in force at the time of your booking will normally apply to that appointment unless a change is required by law or is clearly beneficial to you. No waiver of any term shall be effective unless agreed by us in writing. These terms form the complete agreement between the parties in relation to the service and replace any prior informal understanding.

The headings used in this document are for convenience only and do not affect interpretation. By proceeding with a booking for Bromley Carpet Cleaners, you confirm that you have read these terms and agree to be bound by them. We aim to provide a clear, reliable and professional carpet cleaning service, and these terms help ensure that expectations are transparent for every booking.