Carpetcleaning Brompton Terms and Conditions

These Terms and Conditions set out the basis on which Carpetcleaning Brompton provides domestic and commercial carpet and upholstery cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are designed to create clarity around the booking process, payment obligations, cancellations, liability, waste handling, and other important matters relating to a professional carpet cleaning service.

These terms apply to all standard and specialist cleaning services offered under the Brompton carpet cleaning name, unless a separate written agreement has been made. In the event of any inconsistency between these terms and a signed service proposal or quote, the written proposal will prevail only to the extent of the inconsistency. Nothing in these terms affects your statutory rights as a consumer under UK law.

Please read these terms carefully before confirming any appointment. If you are booking on behalf of another person or organisation, you confirm that you have authority to accept these terms for them. References to “we”, “us”, and “our” mean the service provider operating as Carpetcleaning Brompton, while “you” and “your” refer to the customer receiving or ordering the service.

1. Booking process

A booking is only considered confirmed once we have accepted your request and provided a scheduled date, time window, or written confirmation. Enquiries alone do not constitute a booking. During the booking process, we may ask for details about the carpet type, room size, access conditions, staining, previous cleaning history, and any known risks. You agree to provide accurate and complete information so that we can assess suitability and allocate the correct equipment and time.

Where a quotation is supplied, it may be based on the information available at the time and may be adjusted if the actual conditions differ materially from those described. For example, unusually heavy soiling, pet contamination, moving large furniture, restricted access, or additional treatment for stains may require extra time or incur additional charges. Any changes to the agreed scope will be discussed with you before work continues wherever reasonably possible.

2. Access, preparation and customer responsibilities

You must ensure that we have safe, reasonable access to the property at the agreed time. This includes arranging entry, making parking or access information available where needed, and securing pets, valuables, and fragile items. You should also move smaller personal items before our arrival unless we agree to assist with light preparation. We may refuse or delay work if safe access is not available or if the working environment is unsuitable.

You are responsible for informing us of any hidden hazards, delicate floor coverings, underfloor heating, pre-existing damage, weak seams, loose fittings, or areas that may be affected by moisture or cleaning solutions. While we take care to work carefully, we rely on your disclosure of relevant information. If you fail to tell us about known issues, we cannot accept responsibility for damage arising from those undisclosed conditions, provided we acted with reasonable care and skill.

3. Payments and pricing

All prices are quoted in pounds sterling unless stated otherwise. Estimates may be based on room count, carpet area, item type, cleaning method, stain treatment, drying expectations, and access conditions. A quote does not become fixed until confirmed by us in writing or by a final invoice after service completion. Unless expressly stated, prices are inclusive of labour and standard materials only, but exclude any unusual treatment, parking charges, congestion-related costs, or specialist waste handling.

Payment terms will be confirmed at the time of booking or before the service begins. We may require full payment in advance, a deposit, or payment on completion depending on the job type, size, or customer history. Unless agreed otherwise, payment is due immediately upon completion of the service. We accept the payment methods notified to you in advance and may suspend or decline further work if an outstanding balance remains unpaid.

Late or failed payments may incur reasonable administrative or recovery costs to the extent permitted by law. If you dispute any part of an invoice, you must notify us promptly and provide the reasons for the dispute. You remain responsible for paying the undisputed portion on time. Any discounts, promotions, or special offers are subject to their own conditions and may be withdrawn or amended where permitted by law.

4. Cancellations, rescheduling and delays

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel at short notice, fail to provide access, or are not ready for the service at the agreed time, we may charge a cancellation fee or retain a deposit to cover wasted time and travel, provided such charge is reasonable and proportionate. We will always act fairly and in line with consumer law when applying any cancellation-related charge.

If we need to cancel or reschedule due to illness, transport disruption, equipment failure, unsafe conditions, or circumstances outside our control, we will inform you as soon as reasonably possible and offer an alternative date. We are not liable for any indirect losses arising solely from a change of appointment date, except where such liability cannot lawfully be excluded. Where a delay is caused by factors beyond our control, we will not be in breach of contract.

5. Service standards and limitations

We will provide our services with reasonable care and skill, using products and methods we consider appropriate for the item or surface concerned. However, carpet cleaning results can vary depending on fibre type, age, wear, pre-existing stains, prior treatment, and the condition of the backing or underlay. Some stains may be permanent or may only improve partially despite best efforts. We do not guarantee complete removal of all stains, odours, or signs of wear.

Colour fastness, shrinkage, texture change, pile distortion, and wick-back may occur in some materials, especially where carpets are already fragile, heavily worn, or incorrectly installed. We may decline to treat an item if we believe the risk of damage is too high. If you insist on proceeding against our advice, you do so at your own risk to the extent permitted by law and only after any warning we have given is understood by you.

If you ask us to clean items that are not suitable for wet cleaning, we may refuse the request or recommend an alternative method. Any advice we give is based on the information available at the time and should not be treated as a warranty. As part of the Carpetcleaning Brompton service, we may use pre-inspection, spot testing, and moisture control measures, but these do not eliminate all risks inherent in cleaning textiles and floor coverings.

6. Liability and exclusions

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be liable for indirect, consequential, or purely economic losses, including loss of profit, loss of opportunity, or business interruption, where such losses are not reasonably foreseeable.

Our total liability for any claim arising out of or in connection with the services, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a greater limit is required by law. This limitation applies only to the extent permitted by legislation and does not reduce your statutory consumer rights.

We are not responsible for pre-existing defects, structural issues, hidden damp, faulty installations, or damage caused by normal wear and tear. We are also not liable for problems arising from your failure to follow any aftercare instructions we provide, such as ventilation, drying, or restricting foot traffic. If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us to inspect the area before remedial action is taken.

7. Waste regulations and environmental compliance

We aim to carry out all services in compliance with applicable UK environmental and waste regulations. Waste created by our work, such as disposable cloths, packaging, and small quantities of contaminated debris, will be handled in a lawful and responsible manner. We may separate, contain, or remove waste where appropriate and may charge additional fees for unusual waste streams that require special handling or disposal.

You must not ask us to dispose of hazardous, illegal, or regulated materials unless we have specifically agreed in writing and are legally able to do so. If we encounter substances that appear to be hazardous, including mould beyond normal household cleaning, chemical residues, sharps, bodily fluids, or vermin-related contamination, we may stop work until the matter is assessed. Where specialist disposal or remediation is required, you are responsible for arranging it unless otherwise agreed.

Where waste transfer, disposal, or recycling obligations apply, we will act in accordance with the relevant rules and keep any necessary records for the period required by law. You agree not to present prohibited items or substances for cleaning in a way that would breach environmental, health, or safety laws. We may refuse any task that would place us in breach of such obligations.

8. Customer conduct, health and safety

We reserve the right to stop, postpone, or terminate work if the property is unsafe, if our team is exposed to abuse or harassment, or if conditions present an unreasonable risk. This includes unsafe electrical installations, excessive clutter, aggressive animals, violence, illegal activity, or exposure to hazardous substances. In such cases, you may still be charged for time spent, travel, or materials already used.

You must provide a reasonably safe working environment and ensure that children and pets are kept away from wet surfaces, cleaning equipment, and corded devices. If any instruction from our operative is necessary to protect safety or property, you agree to follow it promptly. We may disconnect equipment or pause treatment if we believe continued operation is unsafe.

9. Complaints, inspection and remedies

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion so that we can investigate. Where appropriate, we may offer a re-clean, corrective visit, or another reasonable remedy. The availability of any remedy will depend on the nature of the issue, the condition of the item, and whether our instructions were followed after cleaning. You must give us a fair opportunity to inspect the relevant area before making alternative arrangements.

A remedy will not be available where the issue results from factors outside our control, including re-soiling caused by use before drying is complete, movement of furniture, contamination from other trades, or pre-existing damage. Any claim must be supported by reasonable details, and you agree to cooperate in good faith with any investigation. This complaints process does not remove your statutory rights if the service was not carried out with reasonable care and skill.

10. Data, records and communication

We may keep records of quotes, bookings, invoices, service notes, photographs for quality control or proof of condition, and correspondence related to your booking. Such records will be used and stored in line with applicable data protection requirements and our legitimate business interests, where appropriate. We will only retain personal data for as long as necessary for service administration, legal compliance, accounting, or dispute handling.

Where we contact you about your booking, payment, or service update, we may do so by the communication method you used to contact us unless you tell us otherwise. You are responsible for ensuring that your contact details are accurate. We are not liable for missed appointments or delayed communication where incorrect or incomplete details were provided by you.

11. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer legislation provides that another jurisdiction must apply. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force.