Brent Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Brent Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By booking or receiving any service from Brent Carpet Cleaners, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or organisation requesting and paying for the services.
Company means Brent Carpet Cleaners, the provider of the services.
Services means carpet, rug, upholstery, mattress, hard floor, and related cleaning services, together with any ancillary services agreed in writing at the time of booking.
Service Area means the geographical area within which Brent Carpet Cleaners offers its services, as communicated by the Company from time to time.
Technician means any employee, contractor, or representative of the Company assigned to carry out the services.
Premises means the property or location where the services are to be carried out.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery, mattresses, and selected hard floor surfaces. The exact scope of work will be as described at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to refuse to provide services where the Premises are unsafe, inaccessible, or where the requested work falls outside its usual scope or professional competence.
Any additional services requested on site that were not agreed at the time of booking may be provided at the Companys discretion, subject to technician availability and additional charges.
3. Booking Process
Bookings may be made by customers through the Companys accepted communication channels. By placing a booking, the Customer confirms that they are at least 18 years of age and authorised to arrange services at the Premises.
The Customer must provide accurate information about the Premises, including type and approximate size of areas to be cleaned, type of fibres or materials where known, access details, parking availability, and any known risks or sensitivities such as delicate fabrics or previous damage.
The Company will provide a price estimate based on the information supplied. The Company reserves the right to amend the quoted price if the information provided by the Customer was inaccurate or incomplete, or if the condition or size of items to be cleaned differs significantly from the original description.
A booking is considered confirmed only when the Company has acknowledged the booking and, where required, received any applicable deposit or prepayment.
4. Customer Obligations
The Customer must ensure that the Premises are accessible at the agreed time and that there is adequate lighting, running water, and power supply for the Technician to perform the services.
The Customer is responsible for providing clear access to the areas to be cleaned, including moving small and easily movable items, breakables, and personal belongings. The Technician may assist with limited furniture movement at their discretion and where safe to do so, but this is not guaranteed.
The Customer must inform the Company and the Technician of any known issues that may affect the services, including pre-existing damage, heavy soiling, infestations, or the presence of items that are not colourfast, shrink-prone, or otherwise delicate.
Children and pets must be kept away from the work areas and equipment during the cleaning process and until carpets, upholstery, or floors are safe and dry to use.
5. Prices and Payments
All prices will be communicated to the Customer before the services are carried out. Prices may be given as fixed quotes or as estimates based on the information provided and the anticipated work required.
The Company reserves the right to revise the price if, upon arrival, the Technician finds that the work required is significantly different in scope, size, or condition from that initially described. In such cases, the Technician will explain any change before commencing work wherever reasonably possible.
Payment is due in accordance with the terms specified at the time of booking, which may be at the time of booking, on the day of service, or on invoice for approved commercial customers. The Company accepts the payment methods that it specifies from time to time.
The Customer is responsible for ensuring that payment is made in full within the agreed time. In the event of late payment, the Company may charge reasonable administrative fees and interest in accordance with applicable UK law.
6. Deposits and Prepayments
The Company may require a deposit or full prepayment for certain bookings, including larger jobs, combined services, or appointments at peak times. Any deposit requirement will be communicated at the time of booking.
Deposits are generally non-refundable in cases of late cancellation or no-show by the Customer, except where consumer rights or these Terms and Conditions provide otherwise.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving notice to the Company through its accepted communication channels.
Where the Customer cancels more than 48 hours before the scheduled appointment time, any deposit paid may be refunded or applied to a future booking at the Companys discretion, subject to the original terms communicated at the time of booking.
Cancellations made less than 48 hours before the scheduled start time, or failure to provide access to the Premises at the agreed time, may result in the loss of any deposit and may incur a cancellation fee to cover the Technicians time and travel.
In the unlikely event that the Company needs to cancel or reschedule a booking, it will notify the Customer as soon as reasonably possible and offer an alternative time. The Company will not be liable for any loss or costs arising from such cancellation or rescheduling beyond the refund of any payment already received for the affected services.
8. Access, Parking, and Congestion Charges
The Customer is responsible for ensuring suitable access to the Premises for the Technician and any necessary equipment. If secure entry, permits, or codes are required, the Customer must arrange these in advance.
Where parking fees or congestion charges apply for access to the Premises, the Customer is responsible for these costs. Such charges may be added to the final invoice or charged separately, as communicated by the Company.
9. Service Limitations and Results
The Company will use reasonable care and skill to provide the services and to achieve the best cleaning result possible, taking into account the condition, age, and type of the materials to be cleaned.
The Customer acknowledges that some stains, odours, and wear may be permanent and that the Company cannot guarantee complete removal or restoration. The outcome may vary depending on factors such as fibre type, previous cleaning products used, and the length of time a stain has been present.
Where there is a risk of damage from cleaning due to the condition or nature of the material, the Technician will discuss this with the Customer before proceeding where reasonably possible. If the Customer asks the Technician to proceed despite such warning, this will be at the Customers own risk.
10. Customer Inspection and Complaints
At the end of the service, the Customer is encouraged to inspect the work while the Technician is still on site. Any concerns should be raised immediately so that the Technician has the opportunity to address them where possible.
If the Customer is not present at completion, the work will be deemed accepted unless the Customer notifies the Company of any issues within a reasonable time, usually within 48 hours of the service.
The Company will consider all complaints in good faith and may, at its discretion, offer a re-clean of specific areas or another remedy where it considers this appropriate. The Company is not obliged to provide refunds where services have been completed with reasonable care and skill.
11. Liability and Insurance
The Company maintains appropriate insurance in relation to the services it provides. Copies of insurance details can be made available upon reasonable request.
The Company will use reasonable care to avoid damage to the Premises and belongings. However, the Company shall not be liable for normal wear and tear, pre-existing damage, defects in materials, or issues that arise due to the Customers failure to provide accurate information or to follow the Technicians recommendations and aftercare advice.
The Companys total liability in respect of any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable for the specific service giving rise to the claim, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud, or for any other matter for which liability cannot lawfully be excluded or limited under UK law.
12. Damage to Items and Premises
The Customer must highlight any fragile, loose, or unusually delicate items before the service begins. The Company will not be liable for damage to items that are inherently weak, improperly installed, or unsuitable for the type of cleaning requested.
Where damage is reasonably alleged to have been caused by the Company, the Customer must notify the Company as soon as possible and provide reasonable evidence, including photographs and a description of the circumstances. The Company may inspect the damage and may require access to the Premises to do so.
If the Company accepts responsibility for damage, it may, at its option, repair the item, replace it with a similar item taking into account age and condition, or pay reasonable compensation up to the limit set out in these Terms and Conditions.
13. Waste Handling and Environmental Compliance
The Company conducts its services in accordance with applicable UK regulations concerning waste and environmental protection. Any waste generated directly from the Companys activities will be managed responsibly and in compliance with relevant legal requirements.
The Customer is responsible for the safe disposal of any household or commercial waste at the Premises that is not directly generated by the Companys work. The Company does not typically remove general waste, bulky items, or hazardous materials.
The Customer must inform the Company in advance if any area to be cleaned has been contaminated with hazardous substances, including certain chemicals, bodily fluids beyond minor accidental spills, or other regulated materials. The Company reserves the right to refuse work that would involve handling such materials, or to charge additional fees where specialised procedures or protective measures are required.
Where the Company uses cleaning solutions and equipment, it will do so in a manner intended to minimise environmental impact while maintaining effective results. The Customer agrees to follow any safety and aftercare instructions regarding ventilation, drying times, or re-entry to treated areas.
14. Health and Safety
The Company is committed to maintaining high health and safety standards for both Technicians and Customers. The Customer agrees to cooperate with any reasonable health and safety measures requested by the Technician while on site.
The Technician may refuse to carry out or continue work where they consider that doing so would pose a risk to their own safety, the safety of others, or the integrity of the Premises, including circumstances involving aggressive behaviour, unsafe structures, or illegal activities.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, power failures, public health emergencies, or other force majeure events.
In such cases, the Company will make reasonable efforts to notify the Customer and rearrange the service at a mutually convenient time.
16. Personal Data and Privacy
The Company may collect and use certain personal data from Customers for the purposes of managing bookings, providing services, processing payments, and responding to enquiries and complaints.
The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable measures to protect it from unauthorised access, disclosure, or misuse.
17. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. Any new version will apply to bookings made after the date on which the updated Terms and Conditions are published or communicated. It is the Customers responsibility to review the Terms and Conditions in force at the time of booking.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
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 and Conditions or their subject matter.
19. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written service confirmation provided by the Company, constitute the entire agreement between the Customer and the Company in relation to the services and supersede any prior understandings or agreements, whether written or oral.