Terms and Conditions for Brixton Carpet Cleaners

These Terms and Conditions set out the basis on which Brixton Carpet Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to make the service clear, fair, and consistent for both parties. In these terms, references to we, us, and our mean Brixton Carpet Cleaners, and references to you and your mean the customer receiving the service.

These conditions apply to carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, odour treatment, and any related cleaning services agreed in advance. They may be updated from time to time, and the version in force at the time of booking will apply unless otherwise agreed in writing. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply.

Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law. Where we refer to written confirmation, this may include email, text message, online booking confirmation, or any other durable record agreed between us. Please read these terms carefully before placing a booking for carpet cleaning services or any related work.

1. Booking process

Bookings for Brixton carpet cleaning services may be requested by phone, email, online form, or any other booking method we make available. A booking is not confirmed until we have accepted the job, the service date and time have been agreed, and any requested deposit or pre-authorisation has been received where applicable. We reserve the right to refuse or decline a booking for reasonable operational, safety, or commercial reasons.

When making a booking, you must provide accurate and complete information, including the type of flooring or fabric, the approximate size of the area, access details, parking restrictions if relevant, and any known stains, damage, or special requirements. This helps us allocate the correct equipment, product, and time. If the information provided is incomplete or inaccurate, we may revise the quotation, adjust the expected duration, or amend the service plan on site.

Your booking will usually be based on the details you provide at the time of reservation. If, upon arrival, the condition of the items or premises differs materially from the description given, we may need to change the scope of work or charge an additional fee. This may apply where there are heavy soiling levels, pet contamination, difficult access, excess furniture, or unforeseen safety issues. Any material change will be discussed with you before proceeding where reasonably practicable.

We aim to arrive within the agreed time window, but appointment times are estimates and may be affected by traffic, weather, preceding jobs, equipment issues, or other factors beyond our control. While we will always try to complete work on the booked date, we cannot guarantee a precise arrival minute. If a delay is likely, we will make reasonable efforts to notify you.

You are responsible for ensuring that we have safe, reasonable, and lawful access to the property at the agreed time. If access is not available, or if the property is not ready for cleaning, we may treat the appointment as cancelled by you and charge a cancellation or wasted visit fee in accordance with these terms.

2. Payment terms

Unless otherwise agreed in writing, payment is due on completion of the service on the day of the appointment. We may accept payment by card, bank transfer, cash, or other methods notified at the time of booking. For some larger or recurring jobs, we may require a deposit or part-payment in advance, and this will be made clear before confirmation. All prices are stated in pounds sterling unless expressly stated otherwise.

Quoted prices are based on the information supplied at the time of booking and may be subject to change if the actual service differs materially from the original description. Additional charges may apply for extra rooms, heavily soiled areas, specialist treatment, furniture moving, parking costs, congestion-related access issues, or emergency call-out work. Any such charges will be communicated as soon as reasonably possible.

Unless expressly stated, all prices are exclusive of VAT, or inclusive of VAT if VAT is applicable and clearly shown on the quotation or invoice. If an invoice is issued, it must be paid by the due date shown. Late or unpaid balances may result in further administration action, and we reserve the right to recover reasonable costs incurred in collecting overdue sums, subject always to applicable law.

3. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may not charge a fee; however, where we have incurred costs, reserved resources, or allocated specialist equipment or staff, we may apply a fair cancellation charge. The amount of any fee will depend on the stage at which cancellation occurs and the nature of the booking.

If you cancel at short notice, fail to provide access, or are not present at the agreed time where your presence is required, we may charge the full or partial appointment fee, together with any reasonable travel or wasted time costs. This applies whether the service was to take place at a home, office, or other premises. We will act reasonably when deciding whether a charge is appropriate and what amount should apply.

We may also need to reschedule or cancel due to circumstances outside our control, including illness, vehicle failure, adverse weather, unsafe conditions, supply disruption, or events affecting our ability to provide the service properly. If we cancel a confirmed booking, we will either offer an alternative date or, if preferred, refund any amount paid for the cancelled portion of the service. We will not be liable for indirect losses arising from such cancellation, to the extent permitted by law.

4. Service standards and customer responsibilities

We will carry out our services with reasonable care and skill, using products and methods appropriate to the item or surface being cleaned. However, carpet and upholstery materials vary widely in age, weave, dye stability, previous treatment, and condition. For that reason, some results may differ from expectations, particularly where staining is permanent, fibre damage already exists, or the item has been previously treated with unsuitable products.

You must tell us in advance about any known sensitivities, fragile materials, loose seams, pre-existing damage, underlay issues, hidden cables, or hazards that may affect the work. You should also remove small personal items, valuables, and breakables from the work area unless we have agreed to move them as part of the service. Where furniture or objects are moved by us, this will be done only where it is reasonably safe to do so.

It is your responsibility to ensure that the item or area to be cleaned is suitable for the chosen treatment. If you ask us to proceed despite a warning that a particular method may be unsuitable or risky, you do so at your own risk, provided our advice was clear and reasonable. We may refuse to apply a treatment if we consider it unsafe or likely to cause damage.

5. Liability and limitations

We accept responsibility for losses caused by our negligence or by breach of these terms, subject to the limitations set out below and any rights you may have under UK consumer law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing in these terms limits your mandatory statutory rights.

Where damage occurs and we are found to be at fault, our liability will be limited, to the extent permitted by law, to the reasonable cost of repair or replacement of the affected item or area, taking into account age, condition, and fair wear and tear. We will not be responsible for pre-existing defects, hidden damage, structural failures, colour loss caused by unstable dyes, or deterioration caused by the item’s age or composition.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss arising from delay, unless such liability cannot be excluded by law. Where a claim is made, you must allow us a reasonable opportunity to inspect the item, investigate the issue, and, where appropriate, attempt a remedy. Failure to do so may affect the outcome of the claim.

6. Waste management and environmental compliance

We take our obligations regarding waste handling seriously and will comply with applicable UK waste regulations and environmental requirements. Any waste arising from our work, including used cleaning residues, disposable cloths, filters, or packaging, will be handled responsibly. We will not knowingly dispose of waste unlawfully, and we expect customers to cooperate with any reasonable arrangements needed for safe removal or segregation of waste.

Where applicable, waste water, recovered cleaning solution, and contaminated materials will be dealt with in a manner consistent with environmental best practice and legal requirements. You must not ask us to dispose of restricted, hazardous, or unlawful waste unless this has been expressly agreed in advance and we are legally permitted to do so. If specialist disposal is required, additional charges may apply and will be discussed before work proceeds.

If our service generates waste belonging to you, such as removed coverings, damaged items you ask us to dispose of, or materials from a clearance-related cleaning task, responsibility for lawful disposal remains with you unless we have expressly agreed otherwise in writing. We may refuse to remove or handle waste that we believe is unsafe, illegal to transport, or likely to breach environmental or transport rules.

7. Complaints and remedies

If you are dissatisfied with any part of our service, you should notify us as soon as possible so that we can assess the issue promptly. Evidence such as photographs, supporting notes, and a clear description of the concern may help us investigate. We may ask to revisit the property, inspect the item, or review the relevant details before deciding on an appropriate response.

Where we accept that our work fell short of the agreed standard and a remedy is appropriate, we may offer a re-clean, partial refund, or another fair solution depending on the circumstances. Any remedy will be assessed case by case. We are not obliged to provide a remedy where the issue was caused by factors beyond our control, inaccurate information provided by the customer, or normal limitations of the cleaning process.

Any complaint should be raised within a reasonable time after the service, and in any event as soon as practicable after the issue becomes apparent. Delayed notification may make it more difficult to investigate the matter fairly. Our aim is always to resolve concerns in a professional and proportionate way.

8. Force majeure and operational restrictions

We shall not be in breach of these terms or liable for any failure or delay in performance where such failure or delay is caused by events beyond our reasonable control. This includes, without limitation, severe weather, fire, flood, power failure, road closures, strikes, supplier disruption, public emergencies, or legal restrictions affecting service delivery.

Where a force majeure event prevents us from completing a booking, we will contact you as soon as reasonably possible and, where appropriate, offer a new appointment or refund any payment made for work not carried out. We will use reasonable efforts to minimise disruption, but we cannot guarantee performance where circumstances make it impracticable or unsafe.

If access to the property becomes unsafe, unlawful, or otherwise unsuitable during the visit, we may suspend or stop work without liability for any resulting delay or incomplete service. In such cases, we will discuss available next steps and any partial charges that may reasonably apply.

9. Data, records, and privacy

We may keep records of bookings, service notes, invoices, communications, and relevant details necessary to manage appointments and fulfil our contractual and legal obligations. These records may also be used to handle complaints, process payments, and maintain service history. We will handle personal data in accordance with applicable UK data protection law and our privacy practices, where relevant.

Customers should only provide personal information that is necessary for the booking and delivery of the service. We will not knowingly use your data for unrelated purposes without a lawful basis. If we are required by law to disclose information to authorities, insurers, or other third parties, we may do so to the extent required and permitted by law.

10. Governing law These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from any mandatory rights or forum protections available to you under applicable law.