Carpet Cleaners BR3 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners BR3 provides professional cleaning services to residential and commercial customers. By making a booking, using our services, or allowing our operatives access to your premises, 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 the individual or business requesting and receiving cleaning services from Carpet Cleaners BR3.
Company means Carpet Cleaners BR3, the provider of the cleaning services.
Services means the carpet cleaning and any related cleaning services offered by the Company, including but not limited to upholstery cleaning, rug cleaning, and stain treatment.
Premises means the property or location where the Services are to be carried out.
Operative means an employee, contractor, or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will provide cleaning Services as agreed at the time of booking. The specific scope of work, including the number of rooms, type of items to be cleaned, and any additional treatments, will be confirmed in the booking confirmation provided to the Customer.
All Services are carried out using methods, equipment, and cleaning solutions considered appropriate by the Company, taking into account the condition and material of the carpets and other items to be cleaned.
The Company does not guarantee the removal of all stains or odours. Some stains are permanent and may not respond fully to any cleaning method. The Company will use reasonable care and skill but cannot guarantee specific results.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels as advertised by the Company. At the time of booking, the Customer will be asked to provide accurate information regarding the Premises, the areas or items to be cleaned, access arrangements, and any special requirements.
The Company may request additional information or photographs to assess the condition of the carpets and determine the appropriate service time and price. Any quotation provided is based on the information supplied by the Customer and is subject to revision if that information is incorrect or incomplete.
A booking is considered provisional until it is confirmed by the Company. The Company will issue a booking confirmation specifying the date, approximate time window, services to be performed, and the applicable fees. By accepting the booking confirmation, the Customer agrees to these Terms and Conditions.
4. Access to the Premises
The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, parking, and any permissions required within shared or managed buildings.
Where parking restrictions apply, the Customer must ensure suitable parking arrangements for the Operative’s vehicle. Any parking charges or fines incurred as a result of inadequate information or arrangements provided by the Customer may be added to the final invoice.
If the Operative is unable to gain access to the Premises at the agreed time due to the Customer’s act or omission, the Company reserves the right to charge a call-out or cancellation fee as set out in these Terms and Conditions.
5. Customer Responsibilities
The Customer must ensure that:
The Premises are in a safe and accessible condition for the Operative to carry out the Services.
Valuable, fragile, or easily damaged items are removed or clearly identified prior to the start of the Services.
Pets and children are kept away from the work areas for safety reasons and to avoid interference with the Services.
The Company is informed in advance of any known risks, hazards, or sensitivities relating to the Premises, materials, or occupants, including allergies to cleaning products.
Where necessary, the Customer should vacuum or clear the areas to be treated and move light furniture, unless otherwise agreed as part of the service. The Company reserves the right to decline moving heavy or delicate furniture and will not be liable for any damage caused where the Customer requests such items to be moved against the Company’s advice.
6. Pricing and Payment Terms
Prices for the Services are based on the information provided by the Customer, including the size and condition of the areas and items to be cleaned, and the location of the Premises. The Company may adjust the price if the actual condition or scope of work differs significantly from that described at the time of booking.
Unless otherwise stated, all prices are quoted in pounds sterling. Any additional charges, such as parking fees or congestion charges, will be added to the total amount payable.
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services. For commercial or account Customers, specific payment terms may be agreed in writing.
Payment may be made by accepted methods as communicated by the Company. The Customer must ensure that payment is made in full by the due date. The Company reserves the right to charge interest or late payment fees on overdue amounts in accordance with applicable legislation.
7. Deposits and Advance Payments
The Company may request a deposit or full advance payment to secure a booking, particularly for larger jobs, specialist treatments, or bookings at peak times.
Any deposit or advance payment will be applied against the total amount due for the Services. Where the Customer cancels within the permitted notice period, the Company will refund the deposit or advance payment, subject to any deductions described in these Terms and Conditions.
8. Cancellations and Amendments
The Customer may cancel or amend a booking by providing notice to the Company within the minimum notice period specified at the time of booking. The Company typically requires at least 24 hours’ notice for standard residential bookings, and a longer period for larger or commercial jobs.
If the Customer fails to provide sufficient notice of cancellation or amendment, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the booked Services, depending on the circumstances and any costs incurred.
The Company may cancel or reschedule a booking in the event of circumstances beyond its control, including but not limited to severe weather, transport disruption, equipment failure, or staff illness. In such cases, the Company will offer an alternative appointment time. If a mutually acceptable alternative cannot be agreed, any advance payment for the affected booking will be refunded.
9. Service Quality and Complaints
The Company aims to deliver Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, and in any event within 24 hours of completion for residential work or within a reasonable period for commercial work.
On receiving a complaint, the Company may request details and, where appropriate, arrange an inspection of the affected areas. If the Company finds that the complaint is justified, it may, at its discretion, re-clean the relevant areas, offer a partial refund, or provide another appropriate remedy.
Complaints raised outside the specified time frames, or where the Premises have been used or interfered with after the completion of the Services, may not be accepted or may limit the remedies available.
10. Liability and Insurance
The Company will exercise reasonable care and skill in providing the Services and will maintain suitable insurance cover for public liability and, where applicable, employer’s liability. Details of insurance can be made available upon request.
The Company’s liability for any direct loss or damage arising from the provision of the Services shall be limited to the lesser of the cost of re-cleaning the affected area or the total amount paid by the Customer for the relevant Services.
The Company will not be liable for:
Pre-existing damage, wear, fading, discolouration, loose threads, weak fibres, or other inherent defects in carpets, rugs, upholstery, or furnishings.
Damage arising from inaccurate, incomplete, or misleading information supplied by the Customer.
Loss of profits, business interruption, loss of data, or any indirect or consequential losses.
Allergic reactions or health issues resulting from the use of standard cleaning products, where the Customer has not informed the Company in advance of any sensitivities.
Any shrinkage, colour loss, or texture changes that may occur when using industry-accepted cleaning methods on items that are not colourfast or that are unsuitable for wet or chemical cleaning.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
11. Damage and Breakages
The Customer must notify the Company of any alleged damage or breakage caused by the Operative as soon as it is discovered and no later than 24 hours after completion of the Services.
The Company may inspect the damage and, if it accepts responsibility, may choose to repair the item, replace it on a like-for-like basis, or offer a fair monetary compensation. The Company’s total liability shall not exceed the value of the damaged item, taking into account age, condition, and reasonable depreciation.
The Company is not responsible for damage caused by the poor condition of items, pre-existing faults, or where the Customer has requested a course of action against the Company’s recommendation.
12. Waste Handling and Environmental Regulations
The Company operates in compliance with applicable environmental and waste regulations. During the provision of Services, the Company will handle and dispose of waste water, residues, and used materials in a lawful and responsible manner.
Where the Services generate waste that must be removed from the Premises, such as contaminated materials or packaging, the Company will ensure that this waste is transported and disposed of in accordance with relevant regulations.
The Customer is responsible for informing the Company of any specific requirements or restrictions relating to waste handling at the Premises. The Company may apply additional charges where special arrangements, equipment, or disposal facilities are required.
The Company endeavours to use cleaning products and methods that minimise environmental impact, subject to the requirements of effective cleaning and stain removal. The Customer may request information about the products used and may ask for lower-impact alternatives where suitable.
13. Health and Safety
The Company is committed to maintaining high standards of health and safety. Operatives are instructed to carry out risk assessments and follow safe working practices while on the Premises.
The Customer must not request the Operative to undertake any task that could be unsafe or outside the agreed scope of work. The Operative may decline to carry out work if they consider it unsafe or if conditions at the Premises present a risk to health or safety.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, acts of government, labour disputes, transport disruption, or interruption of utilities.
15. Privacy and Data Protection
The Company will collect and process personal data from Customers for the purpose of managing bookings, delivering Services, and handling enquiries and payments. The Company is committed to handling personal data in accordance with applicable data protection legislation.
Personal information will not be sold or disclosed to third parties except as necessary to provide the Services, process payments, meet legal obligations, or with the Customer’s consent.
16. Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time. The current version will apply to any new booking made after the date of publication of the revised terms.
For ongoing or long-term service arrangements, the Company will notify the Customer of any significant changes that may affect their rights or obligations.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of the Services.
18. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.
19. Entire Agreement
These Terms and Conditions, together with the details set out in the booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings, arrangements, or agreements, whether written or oral.
By proceeding with a booking, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
