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 residential and commercial customers within our service area in the United Kingdom. By booking or using our services 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 any individual, partnership, company or organisation that books or receives services from Bermondsey Carpet Cleaners.
Services means any carpet, rug, upholstery, hard floor, end of tenancy or related cleaning and treatment services provided by Bermondsey Carpet Cleaners.
Premises means the property or location where the Services are to be carried out.
Technician means a cleaner or operative engaged by Bermondsey Carpet Cleaners to perform the Services.
Agreement means the contract between Bermondsey Carpet Cleaners and the Customer, formed in accordance with these Terms and Conditions.
2. Scope of Services
Bermondsey Carpet Cleaners provides professional carpet and related cleaning services within its designated service area in the United Kingdom. The exact nature of the Services to be carried out at the Premises will be confirmed during the booking process, based on the Customer’s instructions and the information provided by the Customer.
All Services are subject to inspection of the Premises and items to be cleaned. Where the condition of carpets, upholstery or surfaces differs materially from the description provided at the time of booking, Bermondsey Carpet Cleaners reserves the right to amend the quoted price, modify the service plan, or decline to provide some or all of the Services.
Services do not include the removal of severe infestations, hazardous substances or materials that are regulated as dangerous waste. The Customer is responsible for notifying Bermondsey Carpet Cleaners in advance of any special conditions, delicate fabrics or surfaces, or known risks within the Premises.
3. Booking Process
Bookings may be made by the Customer through our accepted communication channels and will be scheduled subject to availability. A booking is only considered confirmed when Bermondsey Carpet Cleaners has issued a confirmation, which may include a reference number, date and time of the appointment, and a summary of the Services to be provided.
During the booking process the Customer must provide accurate and complete information, including the address of the Premises, property access details, parking availability, type and approximate size of the areas or items to be cleaned, and any relevant conditions such as heavy soiling, stains or pets on the premises. Bermondsey Carpet Cleaners will rely on this information to estimate the duration and cost of the Services.
Bermondsey Carpet Cleaners reserves the right to refuse or cancel a booking at its discretion, for example if the Premises are outside the normal service area, if the requested Services cannot safely be performed, or if there is a history of non-payment or unreasonable behaviour.
4. Access to the Premises
The Customer is responsible for providing safe and timely access to the Premises at the agreed appointment time. This includes arranging suitable parking for the Technician’s vehicle, where necessary. Any parking fees, permits or congestion charges reasonably incurred by the Technician in order to access the Premises may be added to the Customer’s invoice.
If the Technician is unable to gain access to the Premises at the scheduled time, or if access is delayed due to the Customer, Bermondsey Carpet Cleaners may charge a call-out fee and, where applicable, additional waiting time. In cases where no access is possible within a reasonable period, the visit may be treated as a late cancellation and subject to the cancellation charges set out in these Terms and Conditions.
The Customer must ensure that the Premises are safe and that all utilities required for the Services, such as electricity and water, are available and in working order. The Customer must also ensure that any alarms are disarmed or instructions are provided so that the Technician can carry out the Services without triggering security systems.
5. Customer Obligations
The Customer agrees to:
Ensure that the areas to be cleaned are reasonably clear of personal items, fragile objects, and clutter before the Technician arrives.
Inform Bermondsey Carpet Cleaners of any known defects, pre-existing damage, loose fittings, or specific concerns relating to carpets, upholstery, flooring or fixtures.
Supervise children, pets and vulnerable persons during the visit to prevent interference with the Technician or equipment, and to maintain a safe working environment.
Comply with any reasonable instructions given by the Technician for health and safety reasons, including temporary restrictions on access to cleaned areas while they dry.
Not request the Technician to perform tasks that fall outside the agreed scope of Services, or that may be unsafe or contrary to regulations.
6. Pricing and Quotations
Prices for Services are generally provided as estimates based on the information supplied by the Customer. Bermondsey Carpet Cleaners reserves the right to adjust the price if, upon arrival, it becomes apparent that the scope or condition of the work significantly differs from the description given at the time of booking.
Where a fixed price has been agreed, this will cover only the tasks and areas set out in the booking confirmation. Any additional Services requested on the day will be quoted separately and may be subject to availability of time and resources.
All prices are stated in pounds sterling and may be subject to applicable taxes. Bermondsey Carpet Cleaners may from time to time adjust its standard rates, but any change will not affect confirmed bookings already made, except where such change arises from incorrect or incomplete information provided by the Customer.
7. Payments and Invoicing
Payment is due in accordance with the terms communicated at the time of booking. Bermondsey Carpet Cleaners may require payment in advance, at the time of service, or within a specified period following the issue of an invoice, depending on the nature of the Services and whether the Customer is a private individual or a business client.
Accepted methods of payment will be communicated by Bermondsey Carpet Cleaners and may include card payments, bank transfers or other recognised means. The Customer is responsible for ensuring that payment details are accurate and that sufficient funds are available.
Where payment is not made on time, Bermondsey Carpet Cleaners reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in pursuing late payments. Bermondsey Carpet Cleaners may also suspend or cancel further Services until outstanding amounts have been settled.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to Bermondsey Carpet Cleaners. To avoid charges, the Customer must provide adequate notice, which will typically be a minimum of 24 hours before the scheduled start time, unless otherwise specified at the time of booking.
Where less than the required notice is given, Bermondsey Carpet Cleaners may at its discretion charge a late cancellation fee, which may be up to the full amount of the booked Services, especially where last-minute changes make it impractical to reassign the allocated time slot.
If Bermondsey Carpet Cleaners needs to cancel or reschedule a booking, it will give the Customer as much notice as reasonably possible and offer an alternative appointment. Bermondsey Carpet Cleaners will not be liable for any indirect losses, such as loss of time or income, arising from such changes, but any prepayments for cancelled Services will be refunded or credited, unless cancellation is due to a breach of these Terms and Conditions by the Customer.
9. Service Quality and Complaints
Bermondsey Carpet Cleaners aims to provide Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Services, they should contact Bermondsey Carpet Cleaners promptly, ideally within 48 hours of the work being completed, so that concerns can be investigated.
Where a complaint is upheld, Bermondsey Carpet Cleaners may, at its discretion, offer a re-clean of the affected area or another appropriate remedy. This will normally be limited to the specific items or areas in question. Refunds will be considered on a case-by-case basis and are not guaranteed.
Stain removal and restoration of heavily soiled or damaged carpets and fabrics cannot be guaranteed. Some stains are permanent and some damage cannot be reversed. The Technician will use techniques and products considered appropriate for the material and condition, but results may vary and the Customer acknowledges that complete removal of all marks or odours may not be possible.
10. Liability and Limitations
Bermondsey Carpet Cleaners will exercise reasonable care when delivering the Services and handling the Customer’s property. If damage is caused directly by the negligence of Bermondsey Carpet Cleaners or its Technicians, Bermondsey Carpet Cleaners will, at its option, repair the damage, replace the item on a like-for-like basis where reasonably possible, or offer fair compensation.
The Customer must report any alleged damage as soon as reasonably practicable and no later than 48 hours after completion of the Services, providing reasonable evidence and access for inspection. Failure to report damage within this timeframe may affect the ability to investigate and resolve the issue.
Bermondsey Carpet Cleaners will not be liable for:
Normal wear and tear, or deterioration that occurs as a result of the cleaning process being applied to old or previously damaged materials.
Pre-existing damage, defects, loose fittings, fraying, sun-fading, shrinkage or discolouration that become more visible after cleaning.
Any loss or damage arising from information or instructions supplied by the Customer that are incomplete, incorrect or misleading.
Bermondsey Carpet Cleaners does not exclude or limit liability for death or personal injury caused by its negligence, or for any other liability that cannot legally be excluded under UK law. Subject to this, Bermondsey Carpet Cleaners shall not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, or loss of enjoyment, and its total aggregate liability for any claim arising out of or in connection with the Services shall not exceed the total fees paid by the Customer for the specific Services giving rise to the claim.
11. Health, Safety and Waste Regulations
Bermondsey Carpet Cleaners operates in accordance with applicable UK health and safety requirements. Technicians are instructed to use cleaning products and equipment in a safe and controlled manner and to follow suitable risk assessments and procedures. The Customer agrees to co-operate with any health and safety measures reasonably requested by the Technician.
Certain types of waste, including but not limited to clinical waste, sharps, chemicals, asbestos, and materials contaminated with bodily fluids beyond normal domestic levels, are subject to specific regulations. Bermondsey Carpet Cleaners does not collect, transport or dispose of hazardous or regulated waste. If such materials are present at the Premises, the Technician may refuse to perform some or all of the Services and the visit may be treated as a cancellation by the Customer.
Non-hazardous waste that arises directly from the Services, such as vacuumed dust from carpets or small quantities of spent cleaning solutions, will be handled in line with prevailing standards and disposed of through normal waste streams, unless a different arrangement is agreed with the Customer and compliant with UK regulations.
12. Insurance
Bermondsey Carpet Cleaners maintains appropriate insurance cover for its operations, including public liability insurance, in line with industry norms. Details of insurance cover are available on request. Insurance cover is subject to policy terms, conditions and exclusions, and claims may be considered against that backdrop.
13. Force Majeure
Bermondsey Carpet Cleaners will not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of terrorism, civil unrest, power cuts, transport disruptions, or sudden illness of key staff.
In such circumstances Bermondsey Carpet Cleaners will use reasonable efforts to notify the Customer and to rearrange the Services for a mutually convenient time once the event has passed or its impact reduced.
14. Privacy and Data Protection
Bermondsey Carpet Cleaners may collect and process personal data about Customers for the purpose of managing bookings, delivering Services, processing payments, handling queries and meeting legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.
Information may be shared with Technicians and relevant third parties strictly as necessary to deliver the Services and administer the business, but Bermondsey Carpet Cleaners does not sell personal data to third parties for marketing purposes. Customers have certain rights in relation to their personal data, including rights of access and correction, in line with UK data protection legislation.
15. Amendments to these Terms
Bermondsey Carpet Cleaners may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings and will be made available to Customers on request. Where a change is required by law or regulation it may take effect immediately.
For existing bookings, the Terms and Conditions in force at the time of confirmation will normally apply, unless both parties agree otherwise in writing or a change is mandated by law.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any Agreement between Bermondsey Carpet Cleaners and the Customer, are governed by and construed in accordance with the laws of England and Wales.
Any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections that may apply.
17. Entire Agreement
These Terms and Conditions, together with any written confirmation or specification of Services issued by Bermondsey Carpet Cleaners, constitute the entire agreement between the parties in relation to the Services. They supersede any previous understandings, representations or agreements, whether oral or written.
No variation of these Terms and Conditions will be effective unless it is agreed in writing by Bermondsey Carpet Cleaners. The failure of Bermondsey Carpet Cleaners to enforce any right or provision under these Terms and Conditions shall not constitute a waiver of such right or provision.
By confirming a booking or allowing the Technician to begin work at the Premises, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.