Terms And Conditions
Bermondsey Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Bermondsey Carpet Cleaners provides professional cleaning services to customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means any individual, business, landlord, tenant, agent or organisation that books or receives services from Bermondsey Carpet Cleaners.
Company means Bermondsey Carpet Cleaners, the provider of cleaning services.
Services means any carpet, rug, upholstery, floor or related cleaning service, and any additional services agreed in writing between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative of the Company who performs the Services.
2. Scope of Services
The Company supplies professional cleaning services within its operating area in the United Kingdom, with a focus on domestic and commercial carpet and upholstery cleaning. The specific scope of Services for each booking, including the areas to be cleaned and any additional tasks, will be confirmed at the time of booking or in a written confirmation.
The Company reserves the right to decline a booking or to refuse to provide any part of the Services where it considers that the work requested is unsafe, unreasonable, outside of its usual service offering, or where access is restricted or hazardous.
3. Booking Process
3.1 A booking is made when the Customer contacts the Company and provides sufficient information about the Premises, the type of cleaning required, and preferred dates and times for the visit.
3.2 The Company may provide a quote based on information supplied by the Customer. Quotes may be provided verbally or in writing. Any quote is based on the details given by the Customer and the assumed condition and size of the areas to be cleaned.
3.3 The Company reserves the right to adjust the quote on arrival at the Premises if the information originally provided by the Customer was inaccurate or incomplete, or if the condition or size of the areas differs from what could reasonably be anticipated. In such cases, the Technician will seek the Customer’s approval before proceeding on revised terms.
3.4 A booking will be confirmed only once the Customer has accepted the quote and any applicable terms relating to deposits, payments, and cancellations. The Company may, at its discretion, require a deposit or full prepayment to secure a booking.
3.5 It is the Customer’s responsibility to ensure that correct contact details, access instructions, and any relevant information regarding parking, building entry, security systems, or on-site requirements are provided at the time of booking.
4. Access to the Premises
4.1 The Customer must ensure that the Technician has safe and timely access to the Premises at the agreed appointment time.
4.2 The Customer is responsible for providing keys, codes or arrangements for entry where required and must ensure that there is a responsible adult present where necessary to grant access and approve the work.
4.3 If the Technician is unable to gain access to the Premises, or if access is delayed by more than a reasonable period of time through no fault of the Company, the Company may treat the visit as a late cancellation and apply applicable charges.
5. Customer Obligations
5.1 The Customer must ensure that the Premises are reasonably prepared for cleaning, including but not limited to the removal of small items, clutter or fragile objects from the areas to be cleaned, unless otherwise agreed.
5.2 The Customer must inform the Company of any known hazards, defects or issues at the Premises that could affect the safety or effectiveness of the Services, including damaged flooring, loose fittings, existing stains, or previous cleaning treatments.
5.3 The Customer is responsible for ensuring that electricity and water are available at the Premises during the visit, unless a different arrangement has been agreed in advance.
5.4 Pets should be safely secured or kept away from the areas where the Technician is working to ensure their safety and to avoid disruption of the Services.
6. Prices and Payment Terms
6.1 All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as specified by the Company at the time of the quote.
6.2 The Company reserves the right to change its rates from time to time. Any rate change will not affect confirmed bookings that have already been accepted, except where the scope of work changes, or the original information provided was inaccurate.
6.3 Payment is due in accordance with the payment terms confirmed at the time of booking, which may include full payment in advance, a deposit with the balance on completion, or payment on the day of service.
6.4 The Company may accept various forms of payment such as bank transfer, card payment or cash, subject to any restrictions notified to the Customer. The accepted payment methods will be specified at the time of booking or on the invoice.
6.5 Where payment is not made on the due date, the Company reserves the right to charge interest on the outstanding amount at a reasonable rate and to recover any reasonable collection costs incurred.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by giving the Company prior notice within the timeframe specified at the time of booking. Where no specific timeframe is stated, the Customer should provide at least 24 hours’ notice.
7.2 If the Customer cancels or reschedules with insufficient notice, the Company may charge a cancellation fee, which may be calculated as a fixed amount or a percentage of the quoted price, to cover administrative and scheduling costs and any lost business.
7.3 The Company reserves the right to cancel or reschedule a booking in the event of unforeseen circumstances, such as staff illness, equipment failure, severe weather, or events beyond its reasonable control. In such cases, the Company will seek to provide as much notice as possible and offer an alternative appointment time. The Company will not be liable for any loss or damage arising from such cancellation or rescheduling, other than refunding any prepaid amounts for Services not yet provided.
7.4 Where the Technician arrives on site but cannot proceed due to lack of access, unsafe conditions, or circumstances within the Customer’s control, this may be treated as a late cancellation and subject to a call-out or cancellation fee.
8. Service Standards and Limitations
8.1 The Company will use reasonable skill and care in providing the Services and will seek to achieve the best possible results within the limitations of the materials, fabrics and surfaces being treated.
8.2 While every effort will be made to remove or reduce stains and odours, the Company does not guarantee that all stains, marks or discolourations can be fully removed. The outcome will depend on factors such as the type of stain, age, fibre type, previous cleaning attempts and any damage already present.
8.3 The Customer acknowledges that certain materials and dyes may react unpredictably to cleaning processes despite appropriate testing and that some wear, fading or damage may become more visible after cleaning. The Company will not be liable for such inherent or pre-existing issues.
8.4 The Company may refuse to treat items or areas where, in its professional opinion, cleaning could cause damage or pose a health and safety risk.
9. Liability and Insurance
9.1 The Company will take reasonable care to avoid damage to the Premises and the Customer’s property while performing the Services. The Company will maintain appropriate insurance cover for its operations as required by law and good industry practice.
9.2 The Customer must notify the Company in writing of any alleged damage, loss or issue arising from the Services as soon as reasonably practicable and in any event within 48 hours of completion of the relevant visit. The Customer must provide reasonable evidence and access for inspection.
9.3 Where damage is caused by the negligence or breach of the Company or its Technicians, the Company’s liability shall, at its option, be limited to either repairing the damage, arranging for a third party to repair it, or paying the reasonable cost of repair or replacement, taking into account depreciation and fair wear and tear.
9.4 The Company will not be liable for any indirect, consequential or economic losses, including loss of profit, loss of business, loss of opportunity, or any loss arising from delays, cancellations or failure to perform its obligations where this is due to events beyond its reasonable control.
9.5 Nothing in these Terms and Conditions shall exclude or limit any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence or for fraud.
10. Waste Management and Environmental Compliance
10.1 The Company will handle waste products generated in the course of its Services in accordance with applicable UK waste and environmental regulations.
10.2 Where the Services involve the extraction of dirty water, residue, or other waste, the Company will dispose of such waste responsibly using appropriate facilities or systems, and will not permit unlawful discharge into drains or the environment.
10.3 The Customer must not request or encourage the Company or its Technicians to dispose of waste or cleaning by-products in a manner that would breach local or national regulations. If such a request is made, the Technician will refuse and may suspend or terminate the Services.
10.4 Where additional waste removal or disposal services are requested by the Customer and are outside the usual scope of the cleaning work, these may be subject to additional charges which will be explained in advance where reasonably practicable.
11. Customer Complaints and Remedies
11.1 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and in any event within 48 hours of completion of the work, to allow the Company an opportunity to investigate and, where appropriate, rectify the issue.
11.2 The Company may, at its discretion and after assessing the circumstances, offer to re-clean affected areas, provide a partial refund, or agree another form of reasonable remedy. Any such remedy will be determined case by case and will take into account the inherent limitations of cleaning processes and the condition of the materials treated.
12. Health, Safety and Conduct
12.1 The Company is committed to maintaining high standards of health and safety. Technicians will follow relevant safety procedures when carrying out Services.
12.2 The Customer must ensure that the Premises are safe for the Technician to work in and must not expose the Technician to aggressive behaviour, harassment, or unsafe conditions. The Company reserves the right to withdraw its Technicians and suspend or end the Services if they reasonably feel unsafe or threatened.
12.3 The Customer must not request the Technician to perform any task that is outside the agreed scope of Services, is illegal, unsafe, or contrary to the Company’s policies.
13. Personal Data
13.1 The Company will collect and process personal data about Customers only to the extent necessary to manage bookings, provide Services, process payments, and handle enquiries and complaints.
13.2 The Company will take reasonable steps to ensure that personal data is kept secure and handled in accordance with applicable UK data protection laws.
14. Variation of Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. Any revised terms will apply to new bookings made after the date on which the updated version is made available.
14.2 For ongoing or recurring Services, the Company will notify the Customer of any material changes to these Terms and Conditions where required by law or where it is reasonable to do so.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 and Conditions or the provision of the Services.
16. General Provisions
16.1 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 severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.
By confirming a booking with Bermondsey Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
