Terms and Conditions for Bermondsey Carpet Cleaning Services

These Terms and Conditions set out the basis on which Bermondsey Carpet Cleaning provides carpet and upholstery cleaning services to residential and commercial customers in the UK. By making a booking, you agree to these terms, which are designed to make the service clear, fair, and straightforward. They apply to all standard carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related cleaning work unless otherwise agreed in writing. For the avoidance of doubt, references to "we", "us", and "our" mean Bermondsey Carpet Cleaning, and references to "you" and "your" mean the customer receiving the service.

These terms are intended to support a professional and reliable service while reflecting the practical realities of cleaning work. Carpet fibres, backing materials, pre-existing stains, previous treatments, and wear can all affect the final result. As a result, while we aim to deliver a high standard of Bermondsey carpet cleaning, we do not guarantee that every stain or mark can be fully removed. By booking a service, you acknowledge that cleaning outcomes may vary depending on the condition and age of the item or surface.

This document is written as a legal service page and should be read carefully before confirming any appointment. It covers the booking process, payments, cancellations, liability, waste regulations, and governing law, together with other important service conditions that apply to carpet cleaning in Bermondsey and throughout the UK.

1. Booking Process

To arrange a carpet cleaning service, you must provide accurate details about the property, the items to be cleaned, the approximate size or number of rooms, the type of fibres or fabrics where known, and any specific issues such as pet odours, heavy traffic areas, or stubborn staining. We may provide an estimated price based on the information supplied, but this estimate may change if the actual work required differs from the description given at the time of booking.

All bookings are subject to availability and confirmation by us. A booking is only considered accepted once we have confirmed the appointment and, where required, received any deposit or advance payment. We may decline or reschedule an appointment if access is unsafe, if the property conditions make the service impractical, or if the requested work falls outside the scope of our normal cleaning services. If a technician identifies additional requirements on arrival, we may revise the price before starting work, and you will be informed of the revised amount for approval.

It is your responsibility to ensure that the area to be cleaned is ready for service at the agreed time. This includes providing safe access, moving fragile items where appropriate, and ensuring that electricity and water are available where needed. We may ask you to remove small objects, breakables, and valuables from the working area. Any delay caused by insufficient access, missing keys, restricted parking, or failure to prepare the space may result in waiting time charges or the need to rearrange the appointment.

2. Service Standards and Customer Responsibilities

We will carry out carpet cleaning with reasonable care and skill, using equipment and products appropriate to the material and the condition of the item. However, the customer remains responsible for informing us of any known risks, including loose dye, fragile seams, hidden damage, pre-existing shrinkage, previous cleaning attempts, or items that should not be exposed to moisture. If you fail to disclose relevant information, we will not be liable for resulting damage that could reasonably have been avoided had the information been provided in advance.

You must ensure that pets are kept away from the work area, that children are supervised, and that the premises are safe for our staff to work in. If there are health and safety concerns, such as exposed wiring, pest activity, sewage contamination, or unsafe flooring, we may refuse to proceed until the issue is resolved. Any delay caused by unsafe conditions may be charged where appropriate, and repeated failure to provide a safe working environment may lead to cancellation without refund of any travel or admin fee already incurred.

For carpet and upholstery cleaning, drying times are approximate and may vary according to humidity, ventilation, pile depth, and the nature of the fabric. You should avoid walking on cleaned areas until they are sufficiently dry and follow any aftercare advice we provide. We are not responsible for re-soiling or damage caused by premature use of the cleaned area, failure to ventilate the property, or use of unsuitable cleaning agents after our visit.

3. Payments

Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash, or other methods notified at the time of booking. For larger projects, repeat bookings, or commercial carpet cleaning work, we may require a deposit or staged payments before the work begins. Any deposit paid forms part of the total service fee and may be non-refundable where cancellation occurs outside the permitted cancellation period or where we have already incurred costs.

The price quoted at the time of booking is based on the information provided and, where applicable, a site visit, description, or standard room pricing. If the actual service differs due to extra rooms, additional stain treatment, heavily soiled areas, access difficulties, or special equipment needs, the final price may be adjusted accordingly. Where a revised price applies, we will explain the reason for the change before proceeding. If you choose not to proceed after the revised price is explained, you may still be charged for any inspection, travel, or preparatory work already completed, if reasonable.

Late payment may result in additional charges, including reasonable costs of recovery, administration, and any interest permitted by law. We reserve the right to suspend future services until outstanding sums are settled in full. Title to any products supplied as part of the service does not pass until payment is received in full. In the case of business customers, overdue invoices may attract statutory interest and fixed recovery costs in accordance with applicable UK legislation.

4. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule an appointment by giving reasonable notice. If you cancel outside the agreed cancellation window, we may retain a deposit or charge a cancellation fee to cover time reserved, staff scheduling, and other costs. If you cancel at short notice, fail to provide access, or are not present when attendance is required, you may be charged the full or partial service fee, depending on the circumstances and the work already committed to your booking.

Where we need to cancel or move an appointment because of illness, equipment failure, unsafe conditions, or other reasons beyond our control, we will contact you as soon as reasonably possible and offer an alternative date. If the service cannot be completed due to events outside our reasonable control, we shall not be liable for indirect losses, missed appointments with third parties, or inconvenience beyond the refund of any prepaid amount for work not yet performed, unless otherwise required by law.

Any promotional price, offer, or discount is subject to availability and may be withdrawn or amended at any time before a booking is confirmed. If you have booked under a limited-time offer and later change the scope of the work, the original price may no longer apply. We may also refuse repeat bookings from customers who have repeatedly cancelled at short notice, failed to pay, or caused avoidable disruption to previous appointments.

5. Liability and Limitations

We accept liability only for direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. Our liability will not extend to pre-existing damage, normal wear and tear, hidden defects, or problems arising from materials that are inherently fragile, unstable, or previously compromised. We are not responsible for damage caused by poor manufacturing, unsuitable installation, prior water ingress, or the use of incorrect cleaning information supplied by you.

Although our technicians may identify visible risks before starting work, they cannot inspect every fibre, seam, layer, or backing material in detail. Accordingly, certain risks are assumed by the customer when work is requested on delicate, antique, luxury, or previously repaired items. We may decline to clean an item if we believe the risk of damage is too high. If you instruct us to proceed against our recommendation, you do so at your own risk and may be asked to confirm that instruction in writing or by other recorded means.

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 limited or excluded under UK law. Subject to that, our total liability for any claim arising from a service shall be limited to the amount you paid for the relevant service, unless a higher limit is required by statute. We shall not be liable for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss.

6. Waste Regulations and Disposal

We will handle waste generated through carpet cleaning in accordance with applicable UK waste regulations and environmental standards. This may include removed debris, used cleaning residues, and wastewater produced as part of the service. We will take reasonable steps to ensure that waste water is disposed of responsibly and does not create a hazard to the property, public drainage systems, or the environment. Any waste produced by us during the service remains our responsibility until properly handled or disposed of in line with legal requirements.

You are responsible for informing us of any site-specific restrictions relating to drainage, wastewater disposal, conservation rules, shared building arrangements, or prohibited discharge points. If the property has limited drainage access or special waste handling requirements, additional charges may apply where lawful and reasonable. We will not knowingly discharge substances in a way that breaches environmental law, and we may refuse to use certain chemicals or processes if they are unsuitable for the premises or likely to create a regulatory risk.

Any waste that already exists at the property and is not created by our service, including contaminated materials, vermin-related debris, or hazardous substances, remains your responsibility unless we expressly agree in writing to remove it. If we encounter materials that may be classified as hazardous waste or require specialist handling, we may stop work and advise that specialist disposal arrangements are necessary. In such cases, the service fee may still apply for time spent attending, inspecting, or safely making the area secure.

7. Complaints, Disputes, and General Terms

If you believe there is an issue with the service, you should notify us as soon as reasonably possible after completion so that we may review the matter. We may ask for photographs, a description of the concern, or access to inspect the affected area. Any complaint should be made promptly and in good faith. We will consider whether the issue concerns workmanship, a pre-existing condition, a limitation of the material, or a matter outside our control.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will usually apply to that booking, unless a change in law or regulation requires an immediate update. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect. Failure by us to enforce any right under these terms shall not be treated as a waiver of that right.

Governing Law: These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By using our carpet cleaning services, you acknowledge that you have read, understood, and agreed to be bound by these terms in relation to the service provided.