Terms and Conditions for Brent Cross Carpet Cleaners

These Terms and Conditions apply to all services provided by Brent Cross Carpet Cleaners and set out the basis on which we deliver domestic and commercial carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related specialist cleaning services. By making a booking, confirming a quote, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order, as they explain the booking process, payment terms, cancellation rights, liability limits, waste handling requirements, and the law that governs these conditions.

1. Definitions and interpretation
In these Terms and Conditions, “we”, “us”, and “our” refer to Brent Cross Carpet Cleaners. “Customer”, “you”, and “your” refer to the person, business, or organisation requesting the service. “Services” means any carpet cleaning or related cleaning work supplied by us. References to “quote”, “booking”, or “appointment” mean the agreed arrangement between the customer and us for the provision of the Services.

These terms apply together with any written quotation, service specification, or booking confirmation issued by us. If there is any inconsistency, the written quotation or booking confirmation will take priority only to the extent of that inconsistency. Nothing in these terms affects any rights you may have under applicable consumer law that cannot legally be excluded or limited.

2. Booking process
All bookings are subject to availability and acceptance by us. A booking may be requested by phone, email, online enquiry, or any other communication channel offered by us from time to time. A booking is not confirmed until we have accepted it and, where applicable, received any deposit or prepayment requested by us. We may decline a booking at our discretion where we are unable to provide the required service, where the property conditions are unsuitable, or where there is a risk to health, safety, or equipment.

Before the service date, you must provide accurate information about the carpets or fabrics to be cleaned, including material type if known, approximate size of the areas, access conditions, known stains, prior treatments, and any relevant hazards. We rely on the information you provide when preparing a quotation and planning the work. If the information changes before the appointment, you must tell us promptly so we can reassess the booking if needed.

We may reschedule or cancel a booking if we determine that the property is unsuitable, the area is unsafe, the customer has not provided essential information, or the service requested is outside our normal scope. In such cases, any deposit will be handled in accordance with the cancellation provisions below, unless the issue arises from inaccurate or misleading information provided by the customer.

3. Quotations and service scope
Any quotation we provide is based on the information available at the time and may be adjusted if the actual work differs from what was described initially. Prices may depend on carpet condition, stain level, room size, fibre type, access, parking arrangements, and whether additional products or methods are required. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised before acceptance.

Our service includes the cleaning tasks listed in the booking confirmation and any reasonable preparatory work necessary to carry them out. It does not include repairs, moving excessively heavy items, dismantling furniture, or dealing with pre-existing structural damage unless expressly agreed in writing. You are responsible for clearing small or fragile items, valuables, and any possessions that could be damaged during cleaning.

If we discover during the appointment that additional work is required, we will explain any revised charge before proceeding. You are not obliged to accept extra work. However, if you decline a necessary additional step, the final result may be affected, and we will not be responsible for reduced performance where the refusal prevents us from completing the service properly.

4. Access, preparation, and customer obligations
You must ensure that we have safe, reasonable access to the premises at the agreed time. This includes arranging entry, unlocking necessary areas, and making sure the service area is free from unnecessary obstruction. Any delay caused by lack of access, missing keys, incorrect directions, parking issues, or a failure to prepare the property may result in additional charges or cancellation of the appointment at our discretion.

You are responsible for informing us of any special conditions affecting the work, such as delicate flooring, loose seams, hidden damage, electrical issues, poor ventilation, water sensitivity, pets, or occupier vulnerabilities. Where required, you must keep pets and children away from the working area while cleaning is in progress and until surfaces are dry and safe to use.

We may ask you to sign a checklist or job confirmation before work begins or after completion. Any signature, approval, or verbal confirmation that the service may proceed will be treated as acceptance of the site conditions and the scope of work stated at that time, unless there is clear evidence to the contrary.

5. Payments and deposits
Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service on the same day. We may request a deposit, part-payment, or full prepayment for certain bookings, including larger jobs, urgent appointments, commercial work, or appointments with a higher risk of cancellation. Deposits are applied against the final invoice unless the booking is cancelled in accordance with these terms.

We accept payment by methods notified at the time of booking. The customer must ensure that funds are available and that payment is made in full without deduction or set-off, unless required by law. If payment is not made when due, we may charge reasonable recovery costs and interest to the extent permitted by law. We may also suspend future services until any overdue balance is settled.

Where a quote is given as an estimate, the final price may vary if the actual service differs from the assumptions on which the estimate was based. If the customer disputes an invoice, the customer must still pay the undisputed amount by the due date. Any overpayment or adjustment agreed later will be corrected promptly once verified.

6. Cancellations, postponements, and missed appointments
You may cancel or reschedule a booking by giving us notice within a reasonable time before the appointment. If you cancel too late to allow us to reallocate the slot, or if we have already incurred costs in preparing for the visit, we may retain all or part of any deposit and may charge a reasonable cancellation fee. The amount retained will reflect the time reserved, administrative work, travel preparation, and any non-refundable expenses.

If you are a consumer and have booked remotely, you may have rights under the Consumer Contracts Regulations 2013, including a right to cancel within the statutory cooling-off period in certain circumstances. However, if you request that the service starts during the cancellation period, you acknowledge that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out.

If we arrive and cannot access the property, or if the customer is not present where attendance is required, or if conditions are unsafe or materially different from what was disclosed, we may treat the appointment as a missed visit. In such cases, a call-out fee, cancellation fee, or the full service charge may apply, depending on the circumstances and any costs already incurred.

7. Service standards, limitations, and drying times
We will use reasonable skill and care in providing the Services and will use products and methods that we consider appropriate for the fabric, fibre, and condition of the items being cleaned. No cleaning process can guarantee the removal of every stain, odour, mark, or sign of wear. Results vary according to age, material, prior treatment, and the nature of contamination. Certain stains may be permanent or may reappear after drying.

We may advise against cleaning where we believe the item is at risk of damage, colour loss, shrinkage, texture change, or other adverse effects. If you instruct us to proceed against our advice, you do so at your own risk, and we will not be responsible for the outcome to the extent that the issue results from following your instruction. Drying times are approximate and may vary depending on ventilation, humidity, and fabric type.

Customers should avoid walking on cleaned areas until they are dry or as otherwise advised. We are not liable for re-soiling, transfer of dirt, or damage caused by premature use, accidental spills, or the placement of furniture or rugs before the surface is ready.

8. 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 legally be excluded. Subject to that, we are not liable for losses that are not reasonably foreseeable, for indirect or consequential losses, or for business losses arising from a consumer booking, unless required by law.

Our liability for any proven loss or damage arising from our failure to provide the Services with reasonable care and skill will be limited to the amount paid or payable for the specific service in question, unless the law requires a different remedy. We are not responsible for pre-existing damage, hidden defects, weakened fibres, faulty dye stability, unsecured fixtures, or issues arising from the condition of the property or items before cleaning began.

If any property is moved with your consent, you remain responsible for ensuring it is suitable to be moved safely. We are not liable for damage caused by items that are unstable, poorly assembled, excessively heavy, or not fit to be relocated. Where we assist with light furniture movement as part of the service, this is done on a reasonable efforts basis only.

9. Customer belongings, keys, and property care
If we are given keys, alarm codes, access cards, or similar items, we will take reasonable care of them and use them only for the agreed booking. Any keys or access items should be returned or handled according to the arrangement confirmed at booking. You must notify us immediately if access arrangements change. While we take care when working in occupied properties, you remain responsible for securing valuables and sensitive documents.

We are not liable for loss or damage to items left in the service area where the customer has not removed them, has not warned us about them, or has not taken reasonable steps to protect them. If we find items that may be at risk, we may move them carefully or request that they are removed before work continues. We may stop work if the presence of items makes the task unsafe or impractical.

Any complaints about the service should be raised promptly after completion and, in any event, within a reasonable time. This allows us to inspect the issue, assess the cause, and, where appropriate, offer a re-clean or another suitable remedy. Failure to notify us promptly may affect our ability to investigate and may limit any available remedy.

10. Waste regulations and disposal
We operate in accordance with applicable UK waste laws and environmental requirements. Waste generated in the course of providing the Services, including removed debris, used cloths, disposable materials, or waste water, will be handled responsibly and disposed of in a lawful manner. We will not knowingly dispose of hazardous waste, chemicals, contaminated materials, or items requiring specialist handling except in compliance with the relevant regulations and only where this has been expressly agreed.

The customer must tell us in advance if the property contains substances or materials that may create regulated waste, such as sewage contamination, biological hazards, mould requiring specialist treatment, or any other hazardous condition. If such conditions are identified during the job, we may suspend the service, apply additional charges, or require specialist handling. You are responsible for any inaccurate declaration about hazardous materials or restricted waste.

Where we remove waste on your behalf, ownership and responsibility for the waste transfer will depend on the arrangement agreed for the booking and any legal obligations arising at the time. We reserve the right to refuse disposal of materials that we consider unsafe, unlawful to transport, or outside our normal service scope.

11. Force majeure and delays
We are not liable for failure or delay in performance caused by events outside our reasonable control, including severe weather, transport disruption, accidents, illness, emergency repairs, strikes, utility failures, or government restrictions. If such an event occurs, we will use reasonable efforts to contact you and rearrange the appointment within a reasonable period.

Where a delay or rescheduling is caused by circumstances beyond our control, any liability will be limited to re-performing the affected service or refunding amounts paid for the affected part of the service, as appropriate and subject to legal requirements. We are not responsible for any associated inconvenience, loss of earnings, or other indirect costs unless the law states otherwise.

12. Changes to these terms
We may update these Terms and Conditions from time to time to reflect operational changes, legal requirements, or improvements in service. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed otherwise in writing. Any updated version will not affect completed services retrospectively.

13. Governing law and jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections of your local jurisdiction may still apply where required by law. The courts of England and Wales will have exclusive jurisdiction over any dispute, subject to any mandatory legal rights that cannot be waived.

14. General provisions
If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy at any time will not mean that we have waived that right or remedy. These terms constitute the entire agreement between the customer and Brent Cross Carpet Cleaners in relation to the Services, except where otherwise stated in writing.

By booking or using our Services, you confirm that you have read, understood, and agreed to these Terms and Conditions. We recommend keeping a copy for your records. If you are arranging Services on behalf of another person or business, you confirm that you have authority to accept these terms on their behalf.