Bermondsey Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Bermondsey Carpet Cleaners supplies professional cleaning services to residential and commercial customers within its service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
1.1 Company means Bermondsey Carpet Cleaners, the cleaning service provider.
1.2 Customer means any individual, business, or organisation that requests or receives services from the Company.
1.3 Services means any cleaning service provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, and related treatments.
1.4 Service Address means the property or premises where the Services are to be carried out.
1.5 Booking means a confirmed appointment for Services made by the Customer and accepted by the Company.
1.6 Cleaner means any employee, worker, or subcontractor engaged by the Company to provide the Services.
1.7 Terms means these Terms and Conditions, as amended from time to time.
2. Scope of Services
2.1 The Company provides professional carpet and upholstery cleaning and related services at residential and commercial properties within its designated service area. Availability of Services may vary depending on location and scheduling.
2.2 The Company will use reasonable endeavours to carry out the Services with reasonable care and skill, using appropriate cleaning methods and equipment suitable for the surfaces and materials treated.
2.3 The Company does not guarantee that any particular stain, odour, or mark will be completely removed. The outcome of cleaning depends on the nature and age of the stain, type of fabric or fibre, previous cleaning attempts, and other factors beyond the Company’s control.
2.4 The Customer is responsible for informing the Company in advance of any known issues with carpets, rugs, upholstery, flooring, or any part of the property that may be affected by cleaning, including pre-existing damage, colour instability, shrinkage risk, or manufacturer-specific care instructions.
3. Booking Process
3.1 Bookings may be requested through the Company’s accepted communication channels as made available from time to time. All Bookings are subject to availability and confirmation by the Company.
3.2 When requesting a Booking, the Customer must provide accurate and complete information, including the Service Address, access details, type and approximate size of areas to be cleaned, and any specific requirements.
3.3 The Company will confirm the Booking date, approximate arrival window, and an estimate or quotation where possible. Any estimate is based on the information supplied by the Customer and may be revised if that information is inaccurate or incomplete.
3.4 The Customer is responsible for ensuring adequate access to the Service Address at the agreed time, including parking arrangements where required for the Company’s vehicle and equipment.
3.5 The Company reserves the right to refuse a Booking or to cancel a Booking where it reasonably believes that the property is unsafe, unsuitable for the Services, or where the Customer has previously failed to comply with these Terms.
4. Quotations and Pricing
4.1 Quotations may be provided based on information supplied by the Customer or following an inspection by the Company, where applicable.
4.2 All prices are stated in pounds sterling and may be subject to applicable taxes. The Company will indicate whether prices are inclusive or exclusive of any taxes where relevant.
4.3 The Company reserves the right to amend a quotation if the information provided by the Customer is inaccurate, if the condition or size of the areas to be cleaned differs significantly from that described, or if additional Services are requested by the Customer.
4.4 Any additional work requested by the Customer on the day of the appointment that was not included in the original quotation may incur extra charges, which will be agreed with the Customer before such work is undertaken.
5. Customer Obligations
5.1 The Customer shall provide the Company and its Cleaners with safe and reasonable access to the Service Address, including access to electricity, hot and cold water, and any other utilities reasonably required to perform the Services.
5.2 The Customer is responsible for moving fragile, breakable, or valuable items out of the areas to be cleaned prior to the start of the Services. The Company is not responsible for such items left in place.
5.3 The Customer must ensure that children, pets, and other occupants are kept away from areas being cleaned and from the Company’s equipment and chemicals for the duration of the visit and for any recommended drying or airing period.
5.4 The Customer shall notify the Company of any special health and safety risks at the Service Address, including but not limited to loose floor coverings, exposed wiring, or hazardous materials.
5.5 If the Cleaner is unable to access the property or commence the Services at the agreed time due to the Customer’s actions or omissions, a call-out or cancellation fee may be charged in accordance with these Terms.
6. Payments
6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Service Address.
6.2 The Company accepts the forms of payment that it may specify from time to time, which may include cashless methods and other approved payment options.
6.3 For certain Bookings, including larger commercial jobs or repeat contracts, the Company may require advance payment or a deposit. Any such requirement will be communicated to the Customer at the time of Booking.
6.4 Invoices, where issued, are payable by the due date stated on the invoice. If payment is not received by the due date, the Company may charge interest on overdue amounts at the statutory rate permitted under applicable law until payment is received in full.
6.5 The Customer is not entitled to make any deduction, set-off, or counterclaim against the Company in respect of any amounts owed, unless agreed in writing.
7. Cancellations, Rescheduling and Access
7.1 The Customer may cancel or reschedule a Booking by giving reasonable notice to the Company. The Company’s standard minimum notice period is 24 hours before the scheduled arrival window, unless otherwise specified for particular Services.
7.2 If the Customer cancels or reschedules less than 24 hours before the scheduled arrival window, the Company reserves the right to charge a late cancellation fee, which may be up to a reasonable proportion of the quoted price to cover costs incurred.
7.3 If the Cleaner attends the Service Address and is unable to gain access or commence work due to the Customer’s act or omission, this may be treated as a late cancellation and a call-out fee or cancellation fee may be applied.
7.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, equipment failure, illness, or transport disruption. The Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment where possible.
8. Liability and Limitations
8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this clause.
8.2 The Customer must report any concerns or alleged damage arising from the Services to the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services at the relevant visit. The Customer must provide details and evidence to enable the Company to investigate.
8.3 The Company shall not be liable for any pre-existing damage, wear, discolouration, fading, shrinkage, or defects in carpets, rugs, upholstery, or other materials that become more visible as a result of cleaning.
8.4 The Company is not liable for any damage resulting from the Customer’s failure to follow aftercare advice, including recommended drying times, ventilation, and restrictions on walking on or using treated areas.
8.5 The Company shall not be liable for loss or damage arising from inaccurate or incomplete information supplied by the Customer, including failure to disclose relevant manufacturer instructions, fabric composition, or prior treatments.
8.6 The Company’s total aggregate liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of re-performing the affected Services or the amount paid by the Customer for those Services.
8.7 Nothing in these Terms excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
9. Insurance
9.1 The Company maintains appropriate insurance cover in respect of its business activities in accordance with industry standards and applicable legal requirements.
9.2 Evidence of insurance may be made available to Customers on reasonable request.
10. Waste Regulations and Environmental Responsibilities
10.1 The Company will handle and dispose of any waste generated during the provision of the Services in accordance with applicable UK waste management and environmental regulations.
10.2 Where the Services involve the extraction of liquids, such as dirty water from carpet cleaning, the Company will dispose of such waste responsibly and in accordance with legal requirements.
10.3 The Customer shall not request or require the Company to dispose of any waste in an unlawful or inappropriate manner, including pouring waste into drains or areas not designated for such use.
10.4 If the Customer requires removal of bulky items, hazardous materials, or large volumes of waste outside the normal scope of the Services, this must be agreed separately and may be subject to additional charges and specific regulatory requirements.
11. Health and Safety
11.1 The Company will take reasonable steps to ensure that the Services are carried out safely and in compliance with applicable health and safety regulations.
11.2 The Customer agrees to co-operate with the Company in all matters relating to health and safety and to follow any reasonable instructions given by the Cleaner while the Services are being performed.
11.3 The Customer must ensure that all smoke alarms, alarms systems, and security systems are managed appropriately during the visit and must advise the Company of any relevant procedures to avoid false alarms.
12. Complaints and Service Issues
12.1 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and within 48 hours of the relevant visit, so that the Company has an opportunity to investigate and, where appropriate, to remedy the issue.
12.2 Where a complaint is justified and directly related to the quality of the Services provided, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or offer an alternative form of resolution.
13. Force Majeure
13.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather, fire, flood, epidemic, strike, transport disruption, or failure of utilities.
14. Personal Data and Privacy
14.1 The Company may collect and process personal data relating to the Customer for the purposes of managing Bookings, providing Services, processing payments, and communicating with the Customer.
14.2 The Company will handle personal data in accordance with applicable data protection legislation in the United Kingdom. Further information may be made available in a separate privacy notice where applicable.
15. Amendments to Terms
15.1 The Company reserves the right to amend these Terms from time to time. Any updated Terms will apply to new Bookings and to ongoing arrangements after the date on which the updated Terms are made available.
15.2 Continued use of the Services after the Customer has been made aware of any changes shall be deemed acceptance of the updated Terms.
16. Governing Law and Jurisdiction
16.1 These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 or the Services provided by the Company.
17. General Provisions
17.1 If any provision of these Terms is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.
17.3 These Terms constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral, relating to the subject matter of the Services.
