Terms and Conditions for Brompton Carpet Cleaning Services

Introduction These Terms and Conditions set out the basis on which Brompton Carpet Cleaning provides professional carpet cleaning and related floor-care services to residential and commercial customers in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical service agreement. They cover the booking process, payments, cancellations, liability, waste handling, and governing law, and apply to all carpet cleaning services unless we agree otherwise in writing.

For the purpose of these Terms, references to “we”, “us”, and “our” mean Brompton Carpet Cleaning, and references to “you” or “the customer” mean the person, business, landlord, tenant, managing agent, or other party requesting the service. These terms are intended to support a smooth service experience and to reduce misunderstandings before, during, and after the appointment. Carpet cleaning services may vary depending on fabric type, soil level, staining, access, and drying conditions.

A booking may be made by phone, email, online form, or any other method we make available from time to time. When making a booking, you must provide accurate information about the property, the rooms or items to be cleaned, relevant access arrangements, and any known issues such as fragile furnishings, water access limitations, parking restrictions, or parking permits. We may use the information supplied to assess whether the carpet cleaning appointment is suitable, to estimate time requirements, and to identify any special equipment or precautions needed.

All bookings are subject to availability and are not confirmed until we have accepted them. We may provide a time window rather than a fixed arrival time. While we aim to attend within the agreed period, arrival times may shift due to traffic, previous appointments, equipment issues, or other operational reasons beyond our control. If we believe a booking cannot be completed safely, lawfully, or effectively, we may decline, amend, or reschedule the service. Acceptance of a booking does not guarantee the removal of every stain, odour, or mark.

Before the service begins, you should ensure that the areas to be cleaned are accessible and reasonably prepared. This includes moving small items where practicable, securing valuables, and ensuring that pets, children, and other occupants do not create a hazard. Where heavy furniture must be moved, this will only be done if it is safe and reasonable to do so. We may refuse to move items that are unstable, excessively heavy, highly valuable, or likely to cause damage. Any such decision is made in the interests of safety and protection of property.

The customer is responsible for making sure that the service requirements are accurately described at the time of booking. If the property condition, carpet fibre, level of contamination, or room size materially differs from the information provided, we may adjust the price, schedule, method, or duration of the job. This may also apply where additional work becomes necessary on arrival, including stain treatment, pre-inspection, furniture handling, or specialist cleaning for delicate materials. UK carpet cleaning terms require reasonable cooperation from the customer to allow the service to proceed properly.

Prices may be quoted as fixed fees, room-based fees, item-based fees, or time-based charges, depending on the nature of the work. Any quotation is usually based on the information supplied at booking and may change if the actual work differs from what was described. Unless stated otherwise, prices are exclusive of any applicable taxes or additional charges. We reserve the right to correct obvious pricing errors. Additional work requested on the day may be charged separately if agreed by the customer. Carpet and upholstery cleaning quotations are estimates unless expressly confirmed as fixed.

Payment is due in accordance with the terms stated at the time of booking or on the invoice. We may require a deposit, card pre-authorisation, or advance payment for certain bookings, including larger jobs, repeated appointments, or services for commercial customers. Unless otherwise agreed, full payment is due on completion of the service. We accept payment by methods we make available from time to time, and we may refuse cashless or cash payments where our internal procedures do not permit them. If payment is not made when due, we may charge reasonable recovery costs and suspend future services.

Where a deposit has been paid, it is normally applied toward the final balance unless the booking is cancelled in a way that makes the deposit non-refundable under these terms. We may issue an invoice electronically or in paper form. It is your responsibility to check that the invoice details are correct and to notify us promptly if there is an error. If a third party, such as a landlord, agent, insurer, or business account holder, is responsible for payment, you remain jointly responsible unless we agree in writing that liability rests solely with that third party.

Cancellations and rescheduling If you need to cancel or change an appointment, please notify us as early as possible. We may allow rescheduling subject to availability, but repeated changes may incur an administrative charge. If you cancel within a short period before the appointment time, or if we are unable to carry out the work because access is not provided, the customer may be charged a cancellation fee or call-out fee to cover wasted time, travel, and preparation. The exact fee may depend on the booking value, distance, and the amount of notice given.

If we need to cancel or reschedule a booking due to illness, equipment failure, severe weather, safety concerns, or other operational reasons, we will aim to offer a new appointment. We are not responsible for indirect losses arising from a cancellation or delay, provided we have acted reasonably. Where a booking forms part of a larger move-in, move-out, tenancy, sale, or commercial schedule, it remains your responsibility to allow enough contingency time. Carpet cleaning appointments are subject to conditions that may affect timing and completion.

If you ask us to leave the premises before the service is finished, or if we are unable to complete the work due to inaccessible areas, unsafe conditions, or lack of cooperation, we may charge for the work completed and any reasonable costs incurred. In some cases, we may also terminate the appointment if behaviour by occupants or representatives makes it unsafe for our staff. We will act fairly and proportionately in deciding whether a cancellation or termination charge applies.

Service standards and limitations We use reasonable skill and care when carrying out all cleaning services. However, cleaning results can never be guaranteed to remove every stain, smell, colour change, burn mark, wear pattern, fibre distortion, or pre-existing defect. Some carpets may react unpredictably to water, heat, agitation, chemicals, or drying methods, especially where they have suffered previous poor cleaning, ageing, dye instability, or hidden damage. We may conduct a patch test or refuse a treatment method if we believe it could damage the carpet.

We are not responsible for pre-existing conditions, manufacturing defects, poor installation, normal wear and tear, or damage caused by prior treatment. If a carpet has weak fibres, loose backing, hidden seams, colour migration risk, or other vulnerabilities, we may decline to clean it or may proceed only after obtaining your informed consent. Where specialist or restorative cleaning is needed, the outcome may depend on the condition of the item and the type of contamination. Professional carpet care is therefore provided on a reasonable-efforts basis rather than as a guarantee of perfect restoration.

Our staff may refuse any instruction that is unsafe, unlawful, or likely to cause damage. This includes the use of inappropriate chemicals, access to restricted areas, or pressure to complete work in a manner inconsistent with our methods or safety obligations. If we recommend postponing the service because of dampness, recent spillages, insufficient ventilation, or other conditions, we expect the customer to follow that recommendation or accept the associated risk. Your cooperation helps ensure a reliable and orderly service outcome.

Liability Subject to law, our liability is limited to direct loss or damage that is reasonably foreseeable and caused by our negligence or breach of contract. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Where a claim is accepted, our total liability for any single service event will normally be limited to the amount paid for the relevant service, unless a higher limit is required by law.

We are not responsible for indirect, consequential, or economic losses, including loss of profit, loss of business, loss of opportunity, or loss arising from delay, except where such exclusion is prohibited by law. It remains the customer’s responsibility to protect valuable or fragile items before the cleaning begins. Please remove or secure portable electronics, documents, ornaments, cash, jewellery, and other items that may be affected by water, vibration, or movement. If you ask us to work around such items, you do so at your own risk unless we have agreed otherwise in writing.

Any claim for damage must be reported promptly and, where possible, before the affected area is altered, dried, repaired, or cleaned by another party. You should take reasonable steps to minimise further loss. We may inspect the area, request photographs, and gather details about the item, treatment, and surrounding conditions before accepting any responsibility. Nothing in these terms affects your statutory rights as a consumer under UK law. Service liability terms are intended to be fair and proportionate while reflecting the practical nature of carpet cleaning work.

Waste regulations and disposal We operate in accordance with applicable UK waste and environmental requirements. Any waste created as part of the service, such as used filters, disposable cloths, contamination residue, or packaging from cleaning materials, will be handled responsibly. We do not normally remove large household waste, furniture, or unrelated items unless this has been specifically agreed in advance and is lawful to do so. We may refuse to take any waste that could pose a health, safety, or compliance issue.

If our work produces wastewater, sludge, or other residues, we will dispose of or manage them in line with relevant environmental obligations and safe working practices. You must not ask us to discharge waste in a way that would breach local disposal rules, drainage restrictions, or environmental protection requirements. Where cleaning requires access to sinks, drains, or outdoor disposal points, you are responsible for ensuring that this can be done lawfully and safely. We may stop work if there is a risk of contamination, blockage, or improper disposal.

Any chemical products used in the service will be selected and handled in accordance with relevant safety and labelling requirements. You must tell us about pets, sensitivities, allergies, or other conditions that may require particular caution. While we aim to use appropriate products and reasonable dilution methods, we cannot accept responsibility for reactions caused by undisclosed sensitivities or by misuse of treated areas after completion. Carpet cleaning regulations may also require us to refuse work that could create environmental or health risks.

Access, health and safety, and customer responsibilities You must provide safe access to the property and ensure that the working area is reasonably clear and free from avoidable hazards. If parking permits, key collection, concierge access, building entry permission, or loading arrangements are needed, it is your responsibility to organise these in advance unless we have agreed to do so. Where access is delayed or denied, we may charge waiting time, a call-out fee, or a cancellation fee if the appointment cannot proceed.

You are responsible for ensuring that any information relevant to health and safety is shared with us before the appointment. This includes known water leaks, damp problems, electrical hazards, weakened flooring, pest issues, asbestos concerns, aggressive animals, or recent building works. If we identify a hazard on arrival, we may pause or cancel the service until it is made safe. We may also ask you to sign a disclaimer or confirm in writing if you wish us to continue despite a known risk, provided it is lawful and sensible to do so.

We will not be liable for delays or non-performance caused by matters outside our reasonable control, including extreme weather, accidents, road closures, public transport disruption, utility failures, strikes, or acts of third parties. If such circumstances prevent us from completing the booking, we will try to rearrange the service at a mutually convenient time. UK service conditions of this kind are designed to ensure that both parties understand the practical limits of scheduled work.

Complaints and dispute handling If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible and provide details of the concern. We may ask for supporting information, including photographs, dates, and a description of the issue. Where appropriate, we may arrange an inspection, offer re-treatment, or consider another fair remedy. Any proposed remedy will depend on the circumstances, the nature of the issue, and whether the customer has taken reasonable steps to preserve the area after cleaning.

We aim to resolve disputes professionally and without unnecessary formality. Nothing in these terms prevents either party from using the usual courts of England and Wales where a dispute cannot be settled directly. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. This does not affect the rest of the agreement between the customer and Brompton Carpet Cleaning, which remains binding to the extent permitted by law.

Governing law These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the service, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions as the basis of the service agreement.