Terms And Conditions

Brent Carpet Cleaning Terms and Conditions

These Terms and Conditions set out the basis on which Brent Carpet Cleaning provides carpet, upholstery, and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for 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, managing agent, or other party who requests or receives services from Brent Carpet Cleaning.

Company means Brent Carpet Cleaning, the service provider.

Services means any carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning related to carpets or soft furnishings, or any other cleaning services offered by the Company from time to time.

Premises means the property or location where the Services are to be carried out.

Booking means any request by the Customer for Services that is accepted by the Company, whether made by telephone, online form, or other method.

2. Scope of Services

The Company provides professional cleaning services for carpets, rugs, upholstery, and related surfaces. The exact scope of work for each Booking will be confirmed at the time of reservation and may include, where applicable, inspection, vacuuming, pre-treatment, stain and spot treatment, hot water extraction or dry cleaning methods, deodorising, and related procedures.

All Services are provided on the understanding that results may vary depending on the age, nature, and condition of the materials to be cleaned, as well as past cleaning and maintenance history.

3. Booking Process

3.1 The Customer may request a Booking by telephone, online enquiry form, or other method offered by the Company. The Company will confirm availability and provide either a fixed quotation or an estimate based on the information supplied by the Customer.

3.2 A Booking is only considered accepted, and a contract formed, when the Company confirms the date, time, and price of the Services and the Customer confirms acceptance of these Terms and Conditions.

3.3 The Customer is responsible for providing accurate and complete information at the time of Booking, including the type and size of areas to be cleaned, level of soiling, access restrictions, parking arrangements, and any specific requirements.

3.4 The Company reserves the right to amend or withdraw a quotation if the information provided by the Customer is incomplete, misleading, or changes prior to the commencement of the Services. In such cases, the Company will notify the Customer and agree any revised price before proceeding.

4. Access and Customer Responsibilities

4.1 The Customer must ensure that the Premises are accessible at the agreed time and that there is adequate parking and safe access for the Companys vehicles, equipment, and personnel. Where paid parking or permits are required, these must be arranged and paid for by the Customer unless otherwise agreed in writing.

4.2 The Customer is responsible for ensuring that the areas to be cleaned are reasonably clear of personal items, furniture that cannot be moved by a single technician, and any hazards that may impede or endanger the performance of the Services.

4.3 The Customer must inform the Company in advance of any fragile items, pre-existing damage, wear, loose fittings, colour instability, or other conditions that may affect the outcome or safety of the cleaning process.

4.4 The Company reserves the right to refuse to perform all or part of the Services if access is unsafe, if health and safety standards cannot be met, or if the condition of the Premises or items to be cleaned is such that carrying out the work would risk damage or injury. In such cases, any applicable call-out charge may still be payable.

5. Estimates, Quotations, and Pricing

5.1 Prices may be provided as fixed quotations based on specific information, or as estimates subject to inspection at the Premises. All prices are given in local currency and are exclusive or inclusive of applicable taxes as stated by the Company at the time of Booking.

5.2 If upon arrival the actual condition, size, or nature of the work differs from that described at the time of Booking, the Company may adjust the price accordingly. The Customer will be notified of any adjustment before the work proceeds.

5.3 Any additional Services requested by the Customer on the day of the appointment, including extra rooms, furnishings, or stain treatments, will be charged at the Companys prevailing rates and must be agreed with the technician before commencement.

6. Payments and Invoicing

6.1 Unless otherwise agreed, payment is due in full immediately upon completion of the Services. The Company accepts various methods of payment as specified at the time of Booking.

6.2 For commercial clients or larger projects, the Company may, at its discretion, agree to invoice the Customer with payment due within a specified period. Such arrangements must be confirmed in writing prior to the appointment.

6.3 The Company reserves the right to require a deposit or prepayment for any Booking, particularly for large jobs, evening or weekend work, or where significant resources are reserved. Any required deposit will be notified to the Customer at the time of Booking.

6.4 If payment is not received by the due date, the Company may charge interest on overdue amounts and recover any reasonable costs incurred in pursuing payment, including administrative and collection costs.

7. Cancellations, Rescheduling, and No-Show Policy

7.1 The Customer may cancel or reschedule a Booking by giving the Company reasonable notice. Specific notice periods and any applicable fees will be explained at the time of Booking.

7.2 If the Customer cancels or reschedules with insufficient notice, or fails to provide access to the Premises at the agreed time, the Company may charge a cancellation or call-out fee to cover costs and loss of appointment time.

7.3 The Company will make every reasonable effort to attend at the agreed time but reserves the right to cancel or reschedule a Booking in the event of unforeseen circumstances, such as extreme weather, vehicle breakdown, staff illness, or other events beyond its reasonable control. In such cases, the Company will notify the Customer as soon as practicable and offer an alternative appointment.

7.4 If the Company cancels a Booking and is unable to offer a suitable alternative, any deposit or prepayment made by the Customer for that Booking will be refunded.

8. Service Standards and Limitations

8.1 The Company will carry out the Services with reasonable skill and care, using appropriate cleaning methods and products based on industry practice and the information available.

8.2 While the Company will endeavour to remove or reduce stains and odours, complete removal cannot be guaranteed. Some stains may be permanent due to their nature, age, or previous attempts at cleaning.

8.3 Drying times may vary depending on ventilation, temperature, humidity, and fibre composition. The Company will provide general guidance but cannot guarantee specific drying times.

8.4 The Customer is responsible for following any aftercare advice provided by the Company, including precautions relating to re-entry, use of cleaned areas, and ventilation. The Company will not be liable for damage or issues arising from failure to follow such instructions.

9. Damage and Liability

9.1 The Company will take reasonable care when providing the Services; however, the Customer must inform the Company of any pre-existing damage, loose fittings, shrinkage risk, or other vulnerabilities. The Company will not be liable for any damage arising from such pre-existing conditions.

9.2 Liability for any direct damage caused by the negligence of the Company or its staff shall, where proven, be limited to the cost of repair or cleaning of the affected item or area, or where appropriate, the fair replacement cost, subject to reasonable wear and tear deductions.

9.3 The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity arising from the performance or non-performance of the Services.

9.4 The Customer must notify the Company in writing of any complaint or alleged damage as soon as reasonably practicable and, in any event, within a reasonable period following completion of the Services, to allow inspection and investigation. Failure to report issues promptly may affect the Companys ability to address them.

9.5 Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be excluded.

10. Customer Conduct and Fair Use

10.1 The Customer agrees to treat the Companys staff with courtesy and respect. The Company reserves the right to withdraw services and terminate a Booking if staff are subjected to abuse, harassment, or unsafe conditions.

10.2 The Customer must not request the Companys staff to carry out any work that is illegal, unsafe, or outside the agreed scope of Services.

11. Waste Handling and Environmental Considerations

11.1 The Company operates in accordance with applicable waste management and environmental regulations relating to the disposal of waste water, used cleaning solutions, and other by-products of the Services.

11.2 Where practicable, waste water will be disposed of via appropriate drainage systems at the Premises, provided this is safe and lawful. The Customer consents to such disposal and will notify the Company of any restrictions or special requirements in advance.

11.3 The Company will not remove general household waste, bulky items, or hazardous materials as part of standard Services. If the work requires the removal of specific waste or contaminated materials, this must be agreed separately and may incur additional charges and specific handling procedures.

11.4 The Customer is responsible for ensuring that any waste or contamination present at the Premises that might affect the safety of the Companys staff, such as sharps, biohazards, or chemical residues, is disclosed in advance. The Company reserves the right to refuse or suspend Services where such risks are identified.

12. Insurance

12.1 The Company maintains appropriate insurance cover for its activities, including public liability insurance, in accordance with industry practice.

12.2 Evidence of insurance may be provided to commercial Customers upon reasonable request.

13. Privacy and Data Protection

13.1 The Company will collect and process personal information about the Customer only to the extent necessary to manage Bookings, provide Services, and handle payments and enquiries.

13.2 The Company will take reasonable steps to safeguard personal data against unauthorised access, disclosure, or misuse and will comply with applicable data protection legislation.

14. Complaints and Dispute Resolution

14.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should contact the Company as soon as possible, outlining the nature of the complaint and providing any supporting information.

14.2 The Company will investigate complaints promptly and, where appropriate, may offer to re-visit the Premises to inspect or rectify issues related to the Services provided.

14.3 If a dispute cannot be resolved directly between the parties, either party may consider seeking independent advice or using alternative dispute resolution methods.

15. Variations to Terms

15.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Booking will apply to that specific appointment.

15.2 Updated Terms and Conditions may be made available on request or via the Companys usual communication channels.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 Services.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary for the proper performance of the Services.

17.4 These Terms and Conditions, together with any written confirmation of the Booking and agreed quotation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understanding or arrangement.