Brent Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Brent Carpet Cleaners provides carpet, upholstery, and related cleaning services to customers in the United Kingdom. By booking or using any of 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 or business that requests or receives services from Brent Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor cleaning or related services offered by Brent Carpet Cleaners.
Premises means the property or location where the Services are to be performed.
Technician means a cleaner, contractor, or representative assigned by Brent Carpet Cleaners to provide the Services.
Agreement means the contract between the Customer and Brent Carpet Cleaners incorporating these Terms and Conditions and any confirmed booking details.
2. Scope of Services
Brent Carpet Cleaners provides professional cleaning services for domestic and commercial Customers within its operational service area in the United Kingdom. The exact scope of work for each booking will be agreed at the time of quotation or confirmation and may include cleaning of carpets, rugs, upholstery, mattresses, curtains, and certain hard floors, as well as stain treatment where requested and reasonably achievable.
The Customer is responsible for ensuring that the description of the Premises and items to be cleaned is accurate at the time of booking, including the number of rooms, approximate sizes, type of flooring, and any access limitations. Brent Carpet Cleaners reserves the right to adjust the price or refuse to carry out Services if information provided at the time of booking is materially inaccurate.
3. Booking Process
Bookings for Services may be made by the Customer through the methods made available by Brent Carpet Cleaners from time to time. A booking is not confirmed until the Customer has received explicit confirmation from Brent Carpet Cleaners, which may be by written confirmation or other clear means of acceptance.
The Customer must provide accurate details when booking, including name, service address, billing address if different, description of the areas or items to be cleaned, preferred dates and times, and any relevant access instructions or parking information. Brent Carpet Cleaners may request additional information to properly assess the booking, including photographs or measurements.
For some bookings, especially larger or more complex work, a visit for inspection or a detailed consultation may be required before final confirmation of the quotation. Any quotation issued following such an inspection will normally remain valid for a limited period, which will be indicated at the time of quotation. After the validity period, Brent Carpet Cleaners may revise or withdraw the quotation.
Brent Carpet Cleaners reserves the right to refuse any booking at its sole discretion, including where the Premises are considered unsafe, unsuitable, or not reasonably accessible for the Technicians.
4. Prices and Quotations
Prices for Services are typically based on the type of service requested, the number and size of rooms or items to be cleaned, and the condition of the surfaces. Any quotation provided is based on the information given by the Customer and on normal levels of soiling.
Brent Carpet Cleaners reserves the right to revise the price if, upon arrival, the Technicians determine that the Premises or items differ significantly from the description given, or if additional work is requested by the Customer that was not included in the original quotation. In such circumstances, the Technician will inform the Customer and obtain agreement before proceeding with any additional chargeable work.
All prices are stated in pounds sterling and, unless clearly stated otherwise, are inclusive of labour, standard cleaning products, and use of cleaning equipment. Any additional charges, such as congestion or parking costs, where applicable, will be communicated to the Customer as part of the quotation or as soon as reasonably practicable once known.
5. Payments and Billing
Payment terms will be communicated at the time of booking. Unless otherwise agreed, payment is due on completion of the Services on the day of the visit. Brent Carpet Cleaners may, at its sole discretion, require full or partial payment in advance, particularly for larger or specialist jobs.
Accepted payment methods will be advised to the Customer before or at the time of the booking confirmation. Where payment is to be made by bank transfer or other delayed method, the Customer agrees to pay within the period specified on any invoice or confirmation, failing which Brent Carpet Cleaners may charge reasonable late payment fees or interest in line with applicable UK legislation.
For commercial Customers, separate credit terms may be agreed in writing. In all cases, Brent Carpet Cleaners retains full ownership of any amounts due until payment has been received in full. Failure to make payment may result in suspension of further Services and may lead to the initiation of debt recovery procedures, for which the Customer may be liable for reasonable associated costs.
6. Customer Responsibilities
The Customer is responsible for ensuring safe and reasonable access to the Premises at the agreed time. This includes arranging for any necessary parking or entry permissions, informing building management or security where required, and providing access codes or keys if applicable.
The Customer should remove small furniture, fragile items, valuables, personal effects, and obstacles from the areas to be cleaned prior to the arrival of the Technicians, unless alternative arrangements have been agreed. Brent Carpet Cleaners will not be liable for damage to items that have not been removed or adequately protected where it would be reasonable for the Customer to have done so.
The Customer must inform Brent Carpet Cleaners of any known risks at the Premises, such as loose carpets, weak or damaged flooring, existing stains or damage, presence of pets, or any allergies or sensitivities to cleaning products.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving reasonable notice to Brent Carpet Cleaners. Except where otherwise specified for larger or specialist bookings, cancellations or rescheduling made with at least 48 hours notice before the scheduled start time will normally not incur a fee.
Where the Customer cancels or reschedules with less than 48 hours notice, Brent Carpet Cleaners reserves the right to charge a cancellation fee, which may be up to a reasonable proportion of the quoted price, to cover administrative costs and potential loss of work. If the Technician arrives at the Premises and is unable to gain access or the job cannot proceed for reasons within the Customer’s control, Brent Carpet Cleaners may treat this as a late cancellation and charge an appropriate call-out or cancellation fee.
For large-scale or specialist work where a deposit or prepayment has been taken, the terms for cancellation and any refund will be communicated at the time of booking. Any non-refundable elements, such as special equipment hire costs already incurred, will be clearly explained to the Customer.
Brent Carpet Cleaners may cancel or reschedule a booking if it is unable to provide the Services due to reasons beyond its reasonable control, including severe weather, staff illness, equipment failure, or other unforeseen events. In such cases, Brent Carpet Cleaners will notify the Customer as soon as practicable and offer an alternative appointment. Where prepayment has been made and no suitable alternative can be agreed, a refund of any unused amount will be provided.
8. Service Standards and Limitations
Brent Carpet Cleaners aims to perform the Services with reasonable care and skill in accordance with industry practices. However, results may vary depending on factors such as the age and condition of carpets and fabrics, the nature and age of stains, and the materials and dyes used.
No guarantee can be given that all stains will be removed or that odours will be entirely eliminated. Stain removal success depends on the type of stain, how long it has been present, and any previous attempts to clean it. The Technician will exercise professional judgment and, where appropriate, advise the Customer if certain results are unlikely to be achievable without risk of damage.
Certain delicate or non-colourfast materials may be unsuitable for particular cleaning methods. Where the Customer insists on proceeding against professional advice, Brent Carpet Cleaners will not be liable for any resulting damage, and the Customer may be required to confirm their instructions in writing.
9. Liability and Insurance
Brent Carpet Cleaners will take reasonable care when providing the Services and will maintain appropriate insurance cover for its operations as required by law and good practice.
Nothing in these Terms and Conditions limits or excludes Brent Carpet Cleaners’ liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot lawfully be excluded or limited under UK law.
Subject to the preceding paragraph, Brent Carpet Cleaners’ liability to the Customer in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of re-performing the affected Services or the total amount paid by the Customer for the specific booking giving rise to the claim.
Brent Carpet Cleaners will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or any incidental or special damages, whether foreseeable or not.
The Customer must notify Brent Carpet Cleaners of any alleged damage or service issue as soon as reasonably possible, and in any event within 48 hours of completion of the Services, to allow inspection and, where appropriate, remedial action. Failure to notify within this time may affect the ability to investigate and may limit any liability.
10. Damage to Property and Items
While every care will be taken, certain items are particularly fragile or sensitive, such as loose ornaments, antique furniture, or items already in a poor state of repair. The Customer is encouraged to remove or protect such items prior to the visit. Brent Carpet Cleaners will not be responsible for damage to items that it was not aware were fragile, defective, or improperly secured.
If damage is caused directly by the negligence of a Technician, Brent Carpet Cleaners may, at its discretion, arrange repair, replacement, or reasonable compensation, subject to the overall liability limitations described in these Terms and Conditions and any applicable insurance policy terms.
11. Health, Safety, and Conduct
Brent Carpet Cleaners is committed to maintaining health and safety standards for its Technicians and Customers. The Customer agrees not to request any work that may reasonably be considered unsafe, unlawful, or outside the scope of standard professional cleaning services.
Technicians are not permitted to move heavy furniture, electrical appliances, or items containing valuable or fragile contents where such movement presents a risk of injury or damage. The Customer should arrange for such items to be moved in advance if cleaning beneath or behind them is required.
Brent Carpet Cleaners reserves the right to withdraw its Technicians and cancel the Services immediately if they encounter abusive, threatening, or unsafe behaviour at the Premises. In such circumstances, Brent Carpet Cleaners may charge for the time already spent and any reasonable associated costs.
12. Waste Handling and Environmental Responsibilities
Brent Carpet Cleaners will handle and dispose of any waste generated as part of the Services in accordance with applicable UK waste and environmental regulations. This includes the responsible disposal of used cleaning materials and the avoidance of unlawful discharge of waste water where local rules apply.
The Customer is responsible for informing Brent Carpet Cleaners of any existing contamination, hazardous substances, or regulated waste at the Premises that could affect the provision of the Services. Brent Carpet Cleaners does not provide specialist hazardous waste removal unless explicitly agreed in advance and may refuse to carry out work that could breach health, safety, or environmental regulations.
Where appropriate, Brent Carpet Cleaners will seek to use cleaning products and methods that minimise environmental impact, while still achieving reasonable cleaning results. However, in certain cases, stronger solutions may be required to address heavy soiling or specific stains, and the Customer will be informed where there are any specific material or environmental considerations.
13. Complaints and Dispute Resolution
Brent Carpet Cleaners aims to provide a reliable and professional service. If the Customer is dissatisfied with any aspect of the Services, they should contact Brent Carpet Cleaners as soon as possible, ideally within 48 hours of completion, providing a clear description of the issue and, where helpful, supporting evidence.
Brent Carpet Cleaners will investigate complaints promptly and may arrange a revisit to inspect the work and, where appropriate, carry out reasonable remedial cleaning. The availability of a revisit will depend on the nature of the complaint and whether it is considered justified. Any further remedies will be considered in line with these Terms and Conditions and applicable consumer protection laws.
14. Changes to Terms and Conditions
Brent Carpet Cleaners may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or its services. The current version will apply to all bookings made after the date of publication of that version. Customers are encouraged to review the Terms and Conditions periodically. For existing bookings, the version in place at the time of booking will generally apply, unless a change is required by law.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any Agreement arising out of them, are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, without affecting any statutory rights that may apply to the Customer.
16. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
17. Entire Agreement
These Terms and Conditions, together with any written quotation and booking confirmation issued by Brent Carpet Cleaners, constitute the entire Agreement between the Customer and Brent Carpet Cleaners in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise, or representation made or given on behalf of Brent Carpet Cleaners that is not set out in this Agreement.
