Terms and Conditions for Brentford Carpet Cleaners

These Terms and Conditions set out the basis on which Brentford Carpet Cleaners provides domestic and commercial carpet cleaning services. By making a booking, you agree to be bound by these terms, which are designed to create a clear, fair and practical agreement between us and our customers. Please read this document carefully before confirming any service. These terms apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment and related maintenance services supplied under the Brentford Carpet Cleaners name.

In these terms, references to “we”, “us” and “our” mean Brentford Carpet Cleaners, and references to “you” and “your” mean the customer, client, or person requesting the service. The service agreement begins when a booking is accepted by us and continues until the work has been completed and any outstanding amount has been paid in full. Nothing in these terms affects your statutory rights under UK law.

We reserve the right to amend these terms from time to time. Any changes will apply to bookings made after the updated version is issued. If a booking has already been confirmed, the version of the terms in force at the time of confirmation will usually apply unless a change is required by law. It is your responsibility to review the terms before each new booking.

1. Booking Process

Bookings may be requested by telephone, email, online form, or any other communication channel we make available. A booking request does not constitute a confirmed appointment until we have accepted it. We may ask for details about the size of the area, the type of flooring, the condition of the items, access arrangements, and any special requirements so that we can provide an accurate estimate and allocate suitable time and equipment.

When you request a service from Brentford Carpet Cleaners, you are responsible for ensuring that the information you provide is complete and accurate. If the information is inaccurate or incomplete, the price, duration, or suitability of the service may be affected. In some cases, we may need to revise the quotation or decline the booking if the work requested is outside the scope of our normal service. A quotation is based on the details supplied at the time and may be adjusted if additional work is required on arrival.

2. Service Confirmation and Customer Responsibilities

Once we accept a booking, we will confirm the appointment date, approximate arrival time, and any preparation required before we attend. Arrival times are estimates unless we expressly state otherwise. We will make reasonable efforts to attend within the agreed time window, but delays can occur due to traffic, weather, access issues, or events beyond our control. If a delay is likely, we will aim to notify you in good time.

Before our attendance, you must ensure that the work area is reasonably accessible, that valuable or fragile items are moved where appropriate, and that power and water supplies are available if needed for the job. You must also disclose any known hazards, including previous flooding, mould, biological contamination, pest activity, sharp objects, asbestos concerns, or unsafe floor conditions. If the area is unsafe or access is not reasonably possible, we may refuse to start or continue the service and charge a call-out or wasted journey fee where justified.

Where parking restrictions, access controls, or building rules apply, you must make suitable arrangements in advance. Any delays caused by restricted access, waiting time, or the need to source parking may be added to the invoice. If the service involves communal areas, managed buildings, or rented accommodation, you are responsible for obtaining the permissions needed for the work to proceed.

3. Pricing and Payments

Our prices may be fixed, estimated, or calculated on a time-and-materials basis depending on the nature of the work. Unless otherwise stated, all quotations are exclusive of VAT where VAT is applicable. We may revise the quoted price if the actual work differs from what was described at the time of booking, including where additional rooms, heavily soiled areas, or specialist stain treatments are required. Any price change will be explained before the additional work is undertaken whenever reasonably possible.

Payment is due in full on completion of the service unless we agree a different arrangement in writing before the appointment. We may accept payment by card, bank transfer, cash, or other methods that we communicate to you from time to time. If an invoice is issued, it must be paid by the due date stated on the invoice. We may charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, and we may recover reasonable debt collection costs.

Any deposit paid to secure a booking forms part of the total price unless expressly stated otherwise. Deposits may be used to cover administrative costs, scheduled attendance, or lost availability if a booking is cancelled at short notice. If we agree to carry out additional services during the appointment, those services will be charged at the rate notified to you at the time or, if no rate has been pre-agreed, at our standard rates.

4. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us notice as early as possible. Unless otherwise agreed, cancellations made within 48 hours of the scheduled appointment may be subject to a cancellation charge to reflect reserved labour, travel planning, and lost business time. If we have already incurred costs such as materials, parking, specialist equipment, or subcontracted assistance, those reasonable costs may also be charged.

If you are not available at the agreed time, fail to provide access, or the service cannot proceed because the premises are not ready, we may treat the appointment as a missed booking and charge a wasted visit fee. Repeated missed appointments may lead us to require payment in advance for future bookings. If we need to cancel or rearrange your booking, we will give you reasonable notice where possible and offer an alternative date. We are not liable for indirect loss arising from a change of appointment where the reason is beyond our control.

We may cancel the booking immediately if you behave abusively, if the property is unsafe, if there is a serious discrepancy between the information provided and the work requested, or if legal or operational reasons prevent us from carrying out the service. In such cases, we will normally charge only for work already completed or costs already incurred, unless your actions have caused a loss that is recoverable under these terms or applicable law.

5. Liability and Limitations

We will carry out our services with reasonable care and skill. If we fail to do so, we may at our discretion re-perform the service or offer a partial refund where appropriate. Our liability is limited to foreseeable loss and damage directly caused by our negligence or breach of contract. We do not accept responsibility for any loss that is not reasonably foreseeable, including loss of profit, loss of business opportunity, or indirect or consequential loss, except where such exclusion is prohibited by law.

Some stains, odours, marks, wear patterns, or previous damage may not be fully removable even where specialist cleaning methods are used. Results depend on the age of the stain, fibre type, prior cleaning history, environmental conditions, and the general condition of the item or surface. We do not guarantee complete removal of all stains or restoration to a like-new condition. Any cleaning recommendation we provide is based on visible inspection and the information available at the time.

You are responsible for informing us of any delicate fibres, colour instability, pre-existing damage, loose seams, hidden defects, or items that may react adversely to moisture, heat, or cleaning agents. Where an item has a known weakness, we may proceed only at your risk if you ask us to continue. We are not liable for damage caused by pre-existing faults, insufficient disclosure, manufacturer defects, unsuitable materials, or the natural deterioration of aged carpet or upholstery. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

6. Waste Regulations and Disposal

Where our work generates waste, wastewater, removed debris, disposable materials, or contaminated items, we will handle and dispose of such waste in accordance with applicable UK waste management requirements. We will take reasonable steps to separate, store, transport, and dispose of waste responsibly. However, unless otherwise agreed, we are not responsible for the removal of household rubbish, large items, hazardous waste, or waste created by third parties before our attendance.

You must tell us in advance if the property contains hazardous materials or substances that may require special handling, including bodily fluids, chemical residues, sharp objects, needles, mould contamination, pests, or other regulated waste. We may refuse to handle hazardous waste unless we are legally permitted and suitably equipped to do so. If specialist disposal is required, additional charges may apply and may be added to the standard service price. You are responsible for the accuracy of any information you provide about the nature of the waste.

We may leave packaging, equipment residue, or temporary protective materials on site only where this is necessary for the completion of the service or agreed with you in advance. Unless stated otherwise, any items removed during the process remain your property and are not to be treated as waste unless both parties have agreed otherwise. We will use reasonable care to avoid contamination and to leave the premises in a clean and orderly condition after the work has been completed.

7. Access, Safety and On-Site Conditions

You must ensure that the premises are safe for us to work in. This includes providing a safe path to the work area, warning us about fragile surfaces or unsafe fittings, and making sure pets, children, and other occupants do not interfere with the service. If we believe that conditions are unsafe, we may stop work until the issue is resolved or leave the premises entirely. Any time lost because of unsafe conditions may be charged.

We may move lightweight furniture where reasonable to do so, but we are not obliged to move heavy, fixed, fragile, or valuable items unless we expressly agree to do so. If furniture is moved, we will take reasonable care, but you remain responsible for securing items that could be damaged or that may not be suitable for relocation. We are not liable for marks left by items that cannot be moved safely, nor for pre-existing indentations, rust, or discolouration revealed during cleaning.

If we use cleaning agents, machinery, or methods that require drying time, you should avoid walking on treated areas until they are safe to use. Any aftercare advice we give is intended to reduce the risk of re-soiling or damage, but the final decision on use of the premises remains yours. Failure to follow reasonable aftercare instructions may affect any claim you make about the service outcome.

8. Complaints and Remedy

If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible after the issue becomes apparent. We may ask for photographs, a description of the concern, and the opportunity to inspect the relevant area. This allows us to assess whether the issue can be resolved by re-attendance, adjustment, or another suitable remedy. We ask that you do not arrange third-party work to fix a problem until we have had a reasonable opportunity to review the complaint.

Where a complaint is upheld, our preferred remedy may be to return and re-clean the affected area, provide a partial refund, or offer another reasonable solution at our discretion. The remedy will depend on the nature of the complaint and the circumstances of the job. We aim to deal with complaints fairly and promptly. Any remedy offered does not amount to an admission of liability beyond what is required by law.

Claims relating to visible damage or service concerns should be reported within a reasonable time after completion of the service. If you continue to use the cleaned area without raising a concern promptly, this may make it harder to assess the issue accurately. Nothing in this section affects your statutory rights, but we may rely on evidence showing that damage pre-dated the service or resulted from factors outside our control.

9. Force Majeure and Suspension of Services

We are not liable for any delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control. These may include severe weather, transport disruption, power failure, equipment breakdown, illness, accidents, strikes, shortages of supplies, governmental action, or other unforeseen circumstances. In such cases, we may suspend the booking, rearrange the appointment, or cancel the service without liability for indirect losses.

If a force majeure event prevents us from completing the service, we will make reasonable efforts to reschedule at the earliest practical opportunity. Where payment has already been taken for work not performed, we will refund the relevant amount or apply it to a new appointment, depending on the circumstances and your preference where appropriate. This provision does not affect your rights where performance becomes impossible for reasons that are not caused by external events.

We may also suspend services temporarily if equipment maintenance, staff availability, safety concerns, or compliance obligations require us to do so. Any such suspension will be managed in a reasonable way, and we will aim to minimise inconvenience. If the suspension affects an existing confirmed appointment, we will provide notice and discuss available options with you.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you are a consumer, you may benefit from additional rights under mandatory consumer protection laws. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

Any dispute that cannot be resolved informally should be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise. We encourage customers to raise concerns promptly so that matters can be addressed efficiently without the need for formal proceedings. These terms form the entire agreement between you and Brentford Carpet Cleaners in relation to the services supplied, except where we have agreed a variation in writing or where legal requirements override a clause.

11. Final Provisions

Any waiver of a right under these terms must be given in writing and will apply only to the specific instance concerned. If we choose not to enforce a particular provision, this does not mean we waive our right to enforce that provision or any other provision later. You may not assign your rights under these terms without our prior written consent, but we may assign or subcontract our obligations where reasonable to do so for the operation of our business.

By booking with Brentford Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. We recommend that you keep a copy for your records. These terms are intended to provide clarity and fairness while supporting a professional and reliable cleaning service.