Brent Carpetcleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Brent Carpetcleaning provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, accepting a quotation, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before confirming any appointment. These terms are intended to be fair, clear, and consistent with UK consumer and business practices, and they apply to every carpet cleaning service we provide unless we expressly agree otherwise in writing.
In these terms, references to “we,” “us,” and “our” mean Brent Carpetcleaning. References to “you” and “your” mean the customer, client, property owner, tenant, landlord, managing agent, or authorised representative making the booking. Where a booking is made on behalf of another person or business, the person making the booking confirms that they have authority to accept these terms on that party’s behalf. Our carpet cleaning services may include stain treatment, deep cleaning, odour removal, upholstery cleaning, rug care, and related cleaning tasks, subject always to availability and suitability of the materials involved.
These terms apply to all Brent Carpetcleaning services unless a separate written contract, quotation, or service agreement states otherwise. If there is any inconsistency between a written quotation and these terms, the written quotation will take priority only in relation to the specific inconsistency. All other terms remain in force. Nothing in these terms limits your statutory rights where it would be unlawful to do so.
1. Booking Process
To arrange a booking, you must provide accurate and complete information about the property, the areas to be cleaned, the type of fibres or materials involved, access arrangements, parking constraints, and any known issues such as pre-existing stains, damage, dampness, or prior treatment. We may rely on the information you provide when quoting and planning the work. If the details later prove inaccurate, we may revise the quotation, vary the scope of work, or decline to proceed where the site conditions are unsuitable or unsafe.
All bookings are subject to confirmation. A booking is not final until we have accepted it, whether by written confirmation, invoice, message, or other clear communication. We reserve the right to refuse or cancel a booking before work starts if we believe the service cannot be delivered safely, lawfully, or to a reasonable standard, or if the requested service falls outside our operational capacity. Any estimate provided before a survey or inspection is based on the information available at the time and may change if the actual condition of the carpets or property differs from the description supplied.
You are responsible for ensuring that someone over the age of 18 is present at the property at the agreed time or has provided suitable authority for us to access the premises. You must also ensure that the areas to be cleaned are reasonably clear of personal items, fragile objects, and obstructions unless otherwise agreed. We may move lightweight furniture at our discretion, but we are not obliged to move heavy, fixed, hazardous, or high-value items. Where necessary, we may ask you to sign a pre-cleaning condition note identifying visible marks, damage, or limitations before the carpet cleaning begins.
2. Scope of Services and Customer Responsibilities
Our carpet cleaning service is designed to improve the appearance and hygiene of carpets and similar textile floor coverings using professional cleaning methods selected according to the condition, fibre type, and level of soiling. Although we use appropriate techniques and reasonable care, we do not guarantee the removal of every stain, odour, or trace of soiling. Some substances may be permanent, may have set into the fibres, or may respond unpredictably to cleaning agents or previous DIY treatments. Natural fibre carpets, delicate weaves, and age-worn materials may require special care and may carry higher risk of colour change, shrinkage, or texture alteration.
You must tell us in advance about any special risks, including underfloor heating, loose seams, colour instability, delicate dyes, recent repairs, hidden hazards, insect infestation, water damage, or contamination such as bodily fluids, mould, pet waste, or chemical residue. Failure to disclose relevant information may affect the result, the price, the time needed, and the safety of the work. If we discover a condition that makes the service unsuitable or materially different from what was described, we may pause the job, alter the method, charge a revised fee, or stop work if continuing would be unreasonable.
Where parking, lifts, loading access, security checks, or timed entry are required, you must make reasonable arrangements before the appointment. Any delay caused by restricted access, lack of parking, incorrect directions, or absent keys may be charged at our waiting or call-out rates where applicable. If our team arrives and cannot access the property or complete the service for reasons within your control, this may be treated as a late cancellation or failed appointment.
3. Payments and Pricing
Prices may be quoted as a fixed amount, a room-by-room rate, an itemised estimate, or an hourly charge, depending on the nature of the job. Unless otherwise stated, quotations are based on normal operating conditions and do not include unforeseen additional work, specialist stain treatment, heavy contamination, extra labour, parking charges, or disposal costs that arise unexpectedly. We will explain any material change in price before carrying out additional work whenever reasonably possible. If you instruct us to proceed with extra services, you agree to pay the revised amount.
Payment is due in full on completion unless we agree credit terms in advance in writing. We may require a deposit for larger bookings, out-of-hours work, commercial contracts, or specialist services. Deposits are usually non-refundable except where we cancel the appointment without cause or where you are entitled to a refund under law. We accept payment by methods we make available from time to time, and you are responsible for ensuring that payment is authorised and cleared. If any payment is returned, reversed, or declined, you must immediately settle the outstanding balance and any reasonable bank or recovery charges incurred.
If payment is not made when due, we may charge interest on overdue sums at the rate permitted by law, together with reasonable recovery costs. For business customers, this may include statutory interest and compensation under the Late Payment of Commercial Debts legislation where applicable. We reserve the right to suspend further work, withhold future bookings, or refer overdue accounts for collection if payment remains outstanding after reasonable notice. Any discounts, promotional rates, or package prices apply only as stated and may be withdrawn, varied, or limited by season, availability, or service conditions.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is stated in your quotation or confirmation, we request at least 48 hours’ notice for standard domestic appointments and as much notice as possible for larger or commercial jobs. If you cancel with insufficient notice, we may retain a deposit or charge a cancellation fee reflecting the time reserved, materials prepared, and loss of opportunity. A failure to provide access, presence, or necessary information at the agreed time may be treated as a late cancellation or missed appointment.
We may also need to cancel or rearrange appointments due to illness, staff shortages, equipment failure, adverse weather, safety concerns, or circumstances beyond our reasonable control. If we do so, we will aim to give notice as soon as practicable and offer an alternative date. Where we cancel without fault on your part, any prepaid amount for the cancelled service will be refunded or credited at your choice, unless a non-refundable deposit was clearly agreed for a special-order or reserved appointment and this is lawful. We will not be responsible for indirect loss arising from a changed appointment unless required by law.
If you ask us to return to complete work after a cancelled, interrupted, or failed appointment for reasons within your control, a further call-out charge may apply. Repeated cancellations, late changes, or failure to provide access may result in refusal of future bookings. We understand that genuine emergencies occur, and we will consider each situation reasonably, but the right to cancel without cost does not apply where the appointment slot has already been reserved and operational costs have been incurred.
5. Liability, Damage, and Limitations
We will carry out Brent carpet cleaning services with reasonable care and skill and in accordance with applicable UK law. However, cleaning work inherently carries some risk, particularly where carpets are aged, fragile, already damaged, poorly maintained, or made from sensitive fibres. We are not liable for pre-existing faults, structural defects, hidden wear, fading, or deterioration that would reasonably be expected from normal use, age, or prior treatments. Where a customer asks us to proceed despite a stated risk, we may do so only if we consider the work reasonably safe and appropriate.
We are not liable for loss or damage caused by inaccurate information, concealed defects, unsuitable materials, non-disclosure of special risks, or instructions given by you that conflict with our professional advice. If our work causes direct physical damage through negligence, our liability is limited, to the extent permitted by law, to the reasonable cost of repair or replacement of the affected item, taking account of age, wear, and depreciation. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
We do not accept responsibility for indirect or consequential losses such as loss of profit, loss of business, missed bookings, emotional distress, or inconvenience, except where such exclusion is unlawful. Where a claim is made, you must notify us promptly and allow us a reasonable opportunity to inspect the issue, investigate, and, where appropriate, remedy the problem. Any claim should be supported by evidence and made within a reasonable time after the service. Your statutory rights as a consumer are unaffected by this clause.
6. Waste Regulations and Environmental Compliance
As part of our carpet and upholstery cleaning services, waste may be produced in the form of wastewater, removed residues, disposable cloths, protective materials, contaminated debris, or packaging. We handle waste in accordance with applicable environmental and waste disposal requirements in the UK. Where waste is classed as controlled, contaminated, or specialist waste, we will manage it appropriately and may charge an additional fee if lawful and disclosed in advance. We may refuse to remove materials that are unsafe, regulated, or outside the scope of the booking unless proper arrangements have been made.
You must not ask us to dispose of hazardous, illegal, or unidentified substances through a standard carpet cleaning appointment. If we encounter waste that appears hazardous, biohazardous, chemically contaminated, or otherwise unsuitable for normal handling, we may stop work, isolate the area where possible, and require further instructions or specialist support. You remain responsible for ensuring that any waste requiring special treatment is disclosed before the appointment. If your failure to disclose such waste causes extra cost, delay, or risk, you agree to reimburse us for reasonable additional expense.
We aim to use cleaning products responsibly and to minimise unnecessary water use and environmental impact, but we do not guarantee that all materials are fully recyclable or environmentally neutral. Any wastewater or residue resulting from the cleaning process will be disposed of in a manner consistent with applicable law and reasonable industry practice. If a property has specific environmental or building rules, you must tell us before the booking so that we can determine whether the service can be delivered compliantly.
7. Complaints, Remedies, and Governing Law
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and provide a clear description of the issue. We may ask for photographs, access to inspect the area, or an opportunity to return and assess the problem. Where a genuine fault in our workmanship is identified, we may choose to re-clean the affected area, offer a partial refund, or provide another reasonable remedy, depending on the circumstances. This does not affect any rights you may have under the Consumer Rights Act 2015 or other applicable law.
Any dispute or claim arising from or connected with these terms, the quotation, the booking process, or the service itself will be governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory local consumer rules may still apply where relevant, but the primary governing law for these terms is England and Wales unless we agree otherwise in writing. The parties will first attempt to resolve disputes informally and in good faith before starting formal proceedings. Nothing in these terms prevents either party from seeking urgent court relief where necessary.
These Terms and Conditions may be updated from time to time to reflect changes in law, service practices, or operational requirements. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. By proceeding with a booking for Brent Carpetcleaning, you confirm that you have read, understood, and accepted these terms for the supply of our cleaning services.
