West Brompton Carpet Cleaners Terms and Conditions

These Terms and Conditions govern the provision of carpet cleaning services by West Brompton Carpet Cleaners and set out the basis on which bookings, payments, cancellations, service delivery, liability, waste handling and legal responsibility are managed. By making a booking, the customer agrees to be bound by these terms. For the avoidance of doubt, references to “we”, “us” and “our” mean West Brompton Carpet Cleaners, and references to “you” and “your” mean the customer, homeowner, tenant, landlord, business client or other person requesting services.

These terms apply to all standard domestic and commercial cleaning appointments, including rug care, upholstery care, stain treatment and related cleaning tasks that are agreed in advance. Any variation to these terms must be confirmed by us in writing. If there is a conflict between a written quotation, a booking confirmation and these Terms and Conditions, the written quotation or booking confirmation will take priority only to the extent of the inconsistency.

We reserve the right to decline, suspend or withdraw services where the premises, materials, access arrangements or requested work are unsuitable, unsafe or outside the scope of our normal operations. This legal page is intended to be read carefully before a booking is placed. If you proceed with a booking, you confirm that you have authority to do so and that you accept responsibility for ensuring the service can be delivered in accordance with the conditions below.

1. Booking Process

A booking for West Brompton carpet cleaning may be requested by telephone, email, online form or any other method we make available from time to time. A booking is not confirmed until it has been accepted by us and, where required, any deposit or prepayment has been received. We may ask for details such as property type, number of rooms, fabric type, level of soiling, parking arrangements, access constraints and any particular concerns or sensitivities relating to the area to be cleaned.

All quotations are based on the information provided by you at the time of enquiry. If the information later turns out to be incomplete or inaccurate, we may revise the quotation, alter the scope of work or refuse to proceed if the service requested is materially different from what was initially described. Any estimated duration is indicative only and may change on the day depending on the condition of the carpets, the drying time required, the size of the area and any unforeseen circumstances.

You are responsible for ensuring that the premises are available at the agreed time and that suitable access is provided. This includes arranging entry, securing any necessary permissions from landlords, managing agents, neighbours, tenants or building managers, and ensuring that we can safely use water, electricity and the necessary working space. Where parking or loading is needed, you must make reasonable arrangements in advance unless we have expressly agreed otherwise.

We may request that you remove fragile items, valuables, lightweight furniture or personal belongings before the appointment. Unless we agree in writing to move items, our standard service does not include the removal of heavy furniture, fixed fittings, pianos, electronics or other difficult-to-move objects. If items are left in place, we may clean only the accessible areas around them, and this will not be treated as a failure of service.

2. Payments and Charges

Prices for carpet cleaners in West Brompton services are normally quoted in advance and may be based on room size, area size, condition, treatment type, number of items and any additional labour or materials required. Where we provide a fixed quote, that quote remains valid only for the period stated in the quotation or, if no period is stated, for a reasonable period before market or operational conditions change.

Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept card payment, bank transfer or other payment methods notified at the time of booking. Where a deposit is required, the deposit may be non-refundable in accordance with the cancellation terms below, except where mandatory consumer law provides otherwise. Any balance remaining must be paid promptly and in full.

If a customer fails to pay on time, we may charge interest and recover reasonable costs associated with collection, to the extent permitted by law. We also reserve the right to suspend future services until overdue sums are settled. Any discounts, promotional rates or special offers apply only as stated and may be withdrawn without notice for future bookings. Prices may be amended to reflect additional work requested on site, such as extra stain treatment, odour treatment, or cleaning of additional areas not included in the original agreement.

All sums are quoted inclusive or exclusive of VAT as stated in the relevant quotation or invoice. If VAT is chargeable, it will be added at the applicable rate. It is your responsibility to check the invoice details and raise any concerns promptly. Failure to query an invoice does not reduce your obligation to pay undisputed amounts by the due date.

3. Cancellations, Rescheduling and Access Failure

You may cancel or reschedule a booking by giving reasonable notice. If you cancel with adequate notice, we may, at our discretion, offer a new appointment without charge or retain only a reasonable administrative fee if costs have already been incurred. For late cancellations, including same-day cancellations or cancellations made after we have dispatched staff and equipment, we may charge a cancellation fee to cover lost time and business expense.

If we arrive at the property and are unable to commence work because of lack of access, no one being present where attendance is required, unsafe conditions, incorrect address information, insufficient parking access, or the absence of essential utilities, the appointment may be treated as a cancellation by you. In those circumstances, we may charge the full booking fee or a partial fee, depending on the resources already committed and any loss suffered.

We may cancel or reschedule an appointment if weather, traffic, staff illness, equipment failure, safety concerns, emergency events or other circumstances beyond our reasonable control make attendance impractical or unsafe. Where possible, we will give notice and offer an alternative time. Our liability for cancellation in these circumstances is limited to refunding any prepayment for work not performed, and we will not be responsible for indirect loss arising from the change of appointment.

If you require urgent cleaning, short-notice changes or repeated amendments to the booking, we cannot guarantee availability. Repeated failures to provide access or repeated changes may lead us to refuse future work. We encourage customers to check details carefully before confirming an appointment with West Brompton Carpet Cleaners.

5. Liability and Limitations

We accept responsibility for direct loss or damage caused by our proven negligence or breach of contract, subject to the limits set out below. However, we are not liable for pre-existing defects, ordinary wear and tear, hidden faults, inadequate maintenance, deterioration due to age, colour loss resulting from prior chemical treatment, or issues caused by information not disclosed by the customer.

We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, inconvenience, emotional distress or costs arising from alternative accommodation or alternative cleaning arrangements, except where such limitation is not permitted by law. Where we are found liable, our total liability will be limited to the total amount paid for the specific service that gave rise to the claim, except in cases of death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be limited.

It is your responsibility to protect floors, furniture, electronics, ornaments and other belongings that may be affected by moisture, movement or routine cleaning activity. We will take reasonable care, but we do not accept liability for items left in vulnerable positions or for damage caused by the inherent fragility of an object. You should also ensure that pets and children are kept clear of the work area during the appointment.

Where any claim is made, you must notify us as soon as reasonably possible and provide sufficient detail to allow us to investigate. You should preserve the condition of the affected area and not attempt remedial work before we have had a reasonable opportunity to inspect or review the matter, unless urgent action is needed to prevent further damage. Failure to cooperate with an investigation may affect the outcome of any claim.

6. Waste Regulations and Disposal

We comply with applicable UK waste management and environmental requirements when removing waste generated by our work. This may include used cloths, disposable materials, extracted waste water, packaging, protective coverings and minor cleaning residues where applicable. We will handle such waste responsibly and will not knowingly dispose of material in a manner that breaches statutory requirements or local disposal rules.

Any waste that is your property, or waste that arises from items you ask us to remove, remains your responsibility unless we have expressly agreed to remove and dispose of it as part of the service. If hazardous, contaminated or unusually heavy waste is encountered, we may refuse removal or charge an additional fee where lawful. We are not obliged to transport prohibited, illegal or unsafe materials.

You must ensure that we are informed in advance if there is any contamination, biological matter, sharps, asbestos risk, chemical residue or other potentially regulated waste present at the premises. If such material is discovered unexpectedly, we may stop work immediately and seek instructions. Any further attendance may be subject to additional charges and confirmation that the site is safe for us to continue.

We are not responsible for waste that is generated by third parties, by the property condition itself, or by pre-existing contamination unless caused by our negligence. Customers remain responsible for compliance with any separate landlord, leasehold, building management or commercial waste arrangements that apply to the premises.

7. Complaints, Inspection and Remedial Work

If you believe that the service has not been completed in accordance with the booking or quotation, you should notify us promptly and allow us a reasonable opportunity to review the concern. We may request photographs, access for inspection or other evidence relevant to the issue. Where appropriate, we may offer additional treatment, a partial refund or another reasonable remedy at our discretion and in accordance with applicable law.

Any request for remedial work must relate to the original service and must be made within a reasonable time after completion. We will not be responsible for changes caused by post-service use, spillages, re-soiling, dampness, poor ventilation, or cleaning products used by others after our attendance. Drying times can vary and it is your responsibility to avoid walking on treated areas until they are suitably dry.

Nothing in these terms affects your statutory rights as a consumer where services are not provided with reasonable care and skill or otherwise fail to meet legal standards. However, any assessment of performance will take account of the limitations inherent in cleaning older, heavily used or previously damaged materials.