Bexley Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Bexley Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, and related soft-furnishing services in the UK. By making a booking, you agree to be bound by these terms, together with any written quotation, service description, or invoice issued by us. These terms are intended to be clear and fair, and they apply whether you book a one-off clean or a recurring service. They should be read carefully before confirming any appointment.

In these terms, references to “we”, “us”, and “our” mean Bexley Carpet Cleaners. References to “you” and “your” mean the person, business, landlord, agent, tenant, or other party requesting the service. If you book on behalf of someone else, you confirm that you have authority to do so and that the relevant property owner or occupier is aware of the booking and these terms.

These terms are written for general service use and do not replace any rights you may have under UK consumer law. Nothing in these terms is intended to exclude or limit liability where it would be unlawful to do so. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Booking Process

A booking for carpet cleaning with Bexley Carpet Cleaners may be made through the available booking method offered at the time of enquiry, subject to availability. We may ask for information such as the property address, access details, the type and number of items to be cleaned, approximate room sizes, stain concerns, and any special requirements. This information helps us provide an accurate quote and allocate sufficient time, equipment, and cleaning products.

Any quotation provided before the service is based on the information you supply and may be revised if the actual work differs from what was described. Examples include additional rooms, heavily soiled areas, urgent stain treatment, furniture moving, or access restrictions. We reserve the right to amend the price where the scope of work changes, or where the condition of the items requires extra labour, specialist treatment, or additional drying time.

Once the booking is accepted, you are responsible for ensuring that the property is ready for the service. This includes providing safe access, electricity, water, and a suitable working environment. You should remove fragile items, valuables, and any obstacles from the work area unless otherwise agreed. If parking, loading, or access arrangements are needed, you must make sure these are in place before the appointment starts.

Service Standards and Customer Responsibilities

We will use reasonable skill and care when carrying out the work. The cleaning method used may vary depending on the condition, fibre type, manufacturer guidance, and the nature of any stains or odours. Although we aim to achieve excellent results, you acknowledge that carpet and upholstery cleaning cannot guarantee the removal of all marks, wear, fading, pre-existing damage, or long-standing contamination. Some issues may remain visible after treatment.

You must tell us before the appointment about any known risks, including fragile fibres, loose seams, hidden damage, prior flooding, pets, hazardous substances, infestation, or underlay issues. If you fail to disclose relevant information and this affects the service or causes additional work, delays, or damage, we may charge extra or suspend the service. We may refuse to clean items that we reasonably believe are unsafe, unsuitable, or likely to be damaged by the cleaning process.

Where furniture needs moving, we may assist only with light, manageable items and only where this can be done safely. We do not move items containing contents, electronic equipment, extremely heavy furniture, or items fixed to the property unless specifically agreed in advance. You remain responsible for protecting delicate surfaces, lifting restrictions, and any concerns about wall marks, scratches, or floor damage caused by pre-existing instability.

Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless we agree otherwise in writing, payment is due on completion of the service or by the date stated on the invoice. We may request a deposit, advance payment, or card pre-authorisation for larger jobs, repeat appointments, or short-notice bookings. If a deposit is taken, this will normally be offset against the final price unless otherwise stated.

Prices are generally quoted in pounds sterling and may be subject to VAT where applicable. Any charges not included in the initial quotation, such as extra labour, parking fees, out-of-area travel, specialist treatments, or work requested during the appointment, may be added to the final invoice. You agree to pay all properly invoiced sums in full and without set-off or deduction unless required by law.

If payment is not made on time, we may charge interest on overdue amounts in line with the applicable UK legislation and may recover reasonable costs incurred in seeking payment. We also reserve the right to suspend future bookings until outstanding balances are cleared. In the event of a cancelled payment method, chargeback, or disputed payment that is not justified, we may treat this as non-payment and pursue recovery through the appropriate channels.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size of the job and whether specialist products or staffing have already been allocated. For most standard appointments, at least 24 hours’ notice is requested. If you cancel with less notice, or fail to provide access at the agreed time, we may charge a late cancellation fee or retain any deposit, where permitted by law and where we have already incurred costs.

If we need to cancel or reschedule due to illness, weather, equipment failure, safety concerns, or other circumstances beyond our control, we will make reasonable efforts to offer an alternative appointment. We will not be liable for any indirect loss resulting from a change of date or time, provided we act reasonably. Where a delay is likely, we will attempt to keep you informed and agree a revised visit whenever practical.

We are not responsible for missed appointments caused by inaccurate information supplied by you, including incorrect access instructions, unsuitable parking arrangements, or failure to grant entry. If we attend the property and cannot carry out the work for reasons beyond our control, the visit may still be chargeable. Any refund or partial refund will depend on the circumstances, the preparatory work already completed, and any materials used or allocated for the booking.

Liability and Limitations

We will not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be excluded under UK law. Subject to that, our liability is limited to the amount paid, or payable, for the relevant service, except where a higher limit is required by law. This limitation applies to claims arising from contract, negligence, breach of statutory duty, or otherwise.

We are not responsible for pre-existing damage, hidden defects, structural issues, colour loss caused by age or sunlight, shrinkage due to unsuitable materials, or changes in texture where these are caused by the condition of the item rather than our negligence. Carpet and upholstery cleaning may produce variable outcomes depending on fibre composition, previous cleaning history, and stain chemistry. We do not guarantee complete stain removal, odour elimination, or restoration to a like-new condition.

You are responsible for protecting items that may be affected by moisture, heat, or cleaning solutions, including electronics, ornaments, paper goods, and loose belongings. If you request that we work around vulnerable items, this is done at your own risk unless we have expressly agreed otherwise in writing. Any claim for damage must be reported as soon as reasonably possible and in any event within a reasonable period after the service, so that we can inspect and investigate the matter.

Waste Regulations, Chemical Use, and Environmental Compliance

Bexley Carpet Cleaners will comply with applicable UK waste handling and environmental rules when disposing of waste created by the service, such as packaging, used consumables, and residues that must be removed from the site. We will not knowingly dispose of hazardous materials, sharps, bodily fluids, asbestos, or other controlled waste unless this has been specifically agreed, lawfully permitted, and handled in accordance with the relevant regulations. You must tell us in advance if any such material may be present.

We may use cleaning agents, stain treatments, and deodorisers that are suitable for the surface being treated. You accept that some products may contain chemicals and that ventilation may be advisable during and after cleaning. If you or anyone at the property has allergies, sensitivities, respiratory conditions, or concerns about particular ingredients, you must notify us before the appointment. While we aim to use products responsibly, we cannot guarantee that all allergen-free or fragrance-free requests will be met unless specifically agreed.

The customer remains responsible for removing personal waste and general household rubbish before the appointment unless we have agreed otherwise. Any waste that requires special handling, transport, or disposal fees may be charged separately. Where we identify contamination, infestation, or material that should be assessed by another professional, we may pause the service and advise that additional specialist action is needed before cleaning can continue safely.

Complaints, Rework, and Reasonable Expectations

If you are unhappy with any part of the service, you should notify us promptly and give us a reasonable opportunity to inspect the issue. In appropriate cases, we may offer a return visit, spot treatment, or another reasonable remedy at our discretion, provided the concern relates to the original service and has not been caused by misuse, re-soiling, or changes after completion. Any further work will be limited to the area or issue originally reported.

We aim to work fairly and resolve concerns in a practical way. However, where the expected result is affected by age, wear, sun bleaching, poor maintenance, underlying damage, or unsuitable materials, a complaint may not justify a refund. Cleaning is a remedial service and outcomes can vary. The fact that a stain, odour, or mark remains after treatment does not automatically mean the service was not carried out properly.

Any re-clean or follow-up visit does not extend the original liability period unless we agree this in writing. If you arrange for a third party to treat, alter, or repair the cleaned item after our visit, this may affect our ability to investigate any issue and may void any goodwill offer or rework arrangement. We may decline further service if there has been abusive behaviour, repeated non-payment, or unreasonable demands.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK.

If any dispute arises, both parties should first try to resolve it in good faith and within a reasonable time. This may include reviewing the service notes, photographs, invoices, and any other relevant information. Nothing in these terms affects your statutory rights as a consumer or your rights under any applicable legislation concerning faulty services, unfair terms, or data protection.

By confirming a booking with Bexley Carpet Cleaners, you acknowledge that you have read, understood, and accepted these Terms and Conditions. If you do not agree with any part of them, you should not proceed with the booking. These terms may be updated from time to time to reflect operational, legal, or commercial changes, and the version in force at the time of booking will normally apply to that service.