Terms and Conditions for Brixton Carpet Cleaners
These Terms and Conditions set out the basis on which Brixton Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and fabric care services where agreed in advance. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to these terms. These conditions are intended to be clear and practical, so both parties understand the scope of the carpet cleaning service, the payment structure, the limits of liability, and the responsibilities that apply before, during, and after the appointment.
For the purposes of these Terms and Conditions, “we”, “us”, and “our” refer to the service provider trading as Brixton Carpet Cleaners. “You” and “your” refer to the customer, client, or person placing the booking. These terms apply to all standard cleaning appointments unless a separate written agreement states otherwise. If any part of these conditions is inconsistent with a specific written quotation or confirmed service arrangement, the written arrangement will take precedence only to the extent of that inconsistency.
We aim to deliver a professional and reliable carpet cleaning service, but the effectiveness of cleaning depends on many factors, including the age of the fibres, the type of stain, the history of previous treatments, and the general condition of the items being cleaned. Because of this, no guarantee is made that every stain will be removed completely or that every item will be restored to a like-new condition. These terms therefore explain the realistic limits of cleaning outcomes and the process by which services are delivered.
1. Booking Process
A booking is only confirmed when we have accepted the request and, where required, received any deposit or pre-authorisation. Requests may be made for specific dates and time windows, but all appointments remain subject to availability and operational capacity. We reserve the right to refuse a booking where the work requested falls outside our service range, where the property conditions are unsuitable, or where the customer has previously failed to comply with these terms. Any quotation provided before the appointment is based on the information supplied at the time of enquiry and may be revised if the actual work differs from the description given.
When arranging a carpet and upholstery cleaning appointment, you must provide accurate and complete information, including access details, floor coverage, item sizes if relevant, known stains, pet contamination, special materials, parking restrictions, and any health or safety issues that may affect the work. If the information provided is incomplete or misleading, we may adjust the price, amend the service, or cancel the booking. It is your responsibility to ensure that the person who accepts the work on the day has authority to do so.
We may request photographs, measurements, or additional details to help us assess the work before attendance. This is to ensure that the correct equipment, solutions, and staffing are allocated. If the nature of the property or the cleaning needs are materially different from the details originally provided, we may alter the service fee or decline to proceed if the required conditions are not reasonably suitable for cleaning. Any estimate is not a fixed offer unless expressly stated as such in writing.
2. Access, Preparation, and Customer Responsibilities
You must ensure that we have safe, timely, and unobstructed access to the premises at the arranged time. This includes arranging any necessary keys, codes, concierge access, parking permissions, or entry arrangements. If we are unable to enter the property or commence work because access has not been arranged, the booking may be treated as a cancellation with charges applied. We are not responsible for delays caused by access problems, restricted parking, or circumstances outside our control.
Before the appointment, you should remove fragile items, valuables, small furniture where practical, and any personal items that could be damaged by cleaning equipment, hoses, or moisture. Where agreed, we may move light furniture as part of the service, but we are not obliged to move heavy, fixed, unstable, electrical, or high-value items. You are responsible for informing us of hidden damage, weak flooring, loose seams, pre-existing marks, or any underlying issues that might affect the cleaning outcome or cause accidental disturbance during normal cleaning activity.
It is your responsibility to ensure that the area being cleaned is reasonably prepared. While Brixton Carpet Cleaners will act with due care, we are not liable for damage caused by unsuitable pre-existing conditions, including worn materials, defective fittings, poor repairs, age-related deterioration, or hidden contamination. If we believe that proceeding would be unsafe or likely to cause damage, we may suspend the work and discuss alternative options with you. Where cleaning cannot proceed due to circumstances within your control, a call-out or wasted attendance charge may apply.
3. Payments and Charges
Our charges may be based on the number of rooms, items, fibres, square footage, stain treatments, special processes, or the complexity of the work. Prices are generally quoted before the service begins, but the final charge may vary if the site conditions, item size, contamination level, or work scope materially differ from the original description. Any additional work requested on the day must be agreed before it is carried out. Where a fixed price has been confirmed, it applies only to the service described in the booking confirmation.
Payment terms will be confirmed at the time of booking or before the appointment. Unless otherwise agreed, payment is due upon completion of the work. We may accept cash, card, bank transfer, or other agreed methods, but we are not required to accept every payment method at every appointment. For commercial accounts or larger jobs, we may require a deposit, part-payment in advance, or payment within a specified period after invoicing. Late payments may result in administrative charges, interest, or suspension of further services to the extent permitted by law.
If a booking includes special treatments, deodorising, stain reduction, protective applications, or out-of-hours work, these may attract additional fees. We will aim to make such charges clear before commencing the relevant work. If the customer requests extra tasks during the appointment, such as moving additional furniture, treating unforeseen spots, or extending the area to be cleaned, these changes may be charged separately. Any discount or promotional price applies only in accordance with the stated conditions of the promotion.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. Where a cancellation occurs too close to the appointment time, or where we have already allocated staff, materials, and travel time, a cancellation fee may be charged. The amount of that fee may depend on the notice given, the scale of the work, and any costs already incurred. If you repeatedly cancel or reschedule without adequate notice, we may require advance payment for future bookings or decline further appointments.
If we need to cancel or reschedule due to operational issues, equipment failure, staff illness, weather disruption, access limitations, or other matters beyond our control, we will make reasonable efforts to offer an alternative appointment. We are not liable for indirect losses caused by rescheduling, including loss of business, missed occupancy arrangements, or inconvenience arising from changed dates, provided we have acted reasonably. In the event of a genuine emergency or unsafe working condition, we may terminate or postpone the visit immediately.
If no one is present to grant access, or if the work cannot proceed because the property is unprepared, unsafe, or materially different from the booking description, the appointment may be treated as a late cancellation or missed appointment. In such cases, any deposit may be retained to cover administrative and attendance costs. A repeated pattern of failed access or non-cooperation may lead us to require prepayment before accepting any future Brixton carpet cleaning booking.
5. Service Delivery and Cleaning Standards
We will use reasonable skill and care when carrying out every Brixton Carpet Cleaners appointment. The cleaning method selected may vary depending on the fibres, soil levels, stains, and finish required. We may use hot water extraction, low-moisture methods, dry compound techniques, or specialist spot treatment where appropriate. The chosen method will be based on practical suitability rather than a guarantee of a specific cosmetic outcome. The customer acknowledges that cleaning is not the same as restoration, and some evidence of wear, fading, or previous damage may remain visible after treatment.
Where stain removal or deep carpet cleaning is requested, we will attempt to improve appearance and hygiene using reasonable methods, but we cannot promise that all contaminants, odours, or discolorations will disappear entirely. Certain substances may have permanently damaged fibres or dyes, and some stains may resurface after drying due to wick-back or hidden residue. We do not accept responsibility for natural fibre movement, shrinkage, delamination, dye transfer, or adverse reactions where the item is inherently unsuitable for standard cleaning processes.
Any drying times given are estimates only and may vary according to ventilation, humidity, carpet construction, underlay condition, weather, and room temperature. You are responsible for allowing sufficient drying time before normal use. We are not liable for marks, footprints, or re-soiling caused by premature use after the cleaning has been completed. If protective treatments are applied, their effect and duration will depend on the material type and subsequent maintenance. All care instructions provided verbally or in writing should be followed reasonably.
6. Liability and Limitations
We will exercise reasonable skill and care, but our liability is limited to losses caused by our proven negligence or breach of these terms. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to those exceptions, we are not liable for indirect, consequential, or economic losses, including loss of profit, loss of enjoyment, loss of business opportunity, or inconvenience.
Where damage is alleged, you must notify us as soon as reasonably possible and before the affected area is altered, re-cleaned, or repaired by a third party. We may require the opportunity to inspect the item or area and to investigate the cause before admitting any responsibility. If liability is established, our choice of remedy may include repair, re-cleaning, partial refund, or another proportionate solution. Our total liability for any claim arising from a booking will not exceed the amount paid for the specific service in question, unless a higher amount is required by law.
We are not responsible for pre-existing defects, hidden structural issues, poor maintenance, unsuitable fabric care history, colour instability, or damage caused by water ingress, mould, rot, infestation, or prior improper treatment. Customers should not rely on verbal assumptions about fabric suitability if the material has no visible care label or if the item has been previously altered. It is the customer’s responsibility to disclose any known special circumstances that may increase the risk of damage during a professional carpet cleaning appointment.
7. Waste Regulations and Environmental Responsibility
We will handle waste generated through the cleaning process in accordance with applicable UK waste management requirements and environmental obligations. This includes reasonable care in the collection, containment, transport, and disposal of waste arising from the service, such as used materials, protective coverings, and contaminated residues that cannot be retained on site. Where specialist waste handling is necessary because of unusual contamination, we may refuse to deal with hazardous material unless it has been specifically agreed in advance and can be managed lawfully.
You must inform us before the appointment if the property contains contamination that could be classed as hazardous, excessive biological waste, sharps, medical waste, asbestos-related material, or other regulated substances. We do not provide a general hazardous waste removal service, and we may suspend work if such materials are discovered unexpectedly. If lawful disposal or specialist clearance is required, additional charges may apply, or the appointment may need to be terminated. We will not knowingly breach environmental or waste disposal obligations in order to complete a standard cleaning task.
Where any waste remains the customer’s responsibility, you must arrange proper disposal using lawful facilities and procedures. You agree not to request that we dispose of prohibited items unlawfully or transport waste in a manner that would breach applicable regulations. If we are asked to remove materials beyond the normal scope of the service, we may decline the request or require written confirmation of lawful handling arrangements. Our use of cleaning chemicals and water will be carried out with attention to environmental care, but the customer remains responsible for the safe management of their premises and possessions.
8. Complaints, Variations, and General Legal Terms
If you have a concern about a service, you should raise it within a reasonable time after completion so that we can review the matter promptly. We may ask for photographs, invoices, or other evidence to help assess the issue. Minor variations in appearance, texture, or colour after cleaning are not automatically grounds for a complaint, especially where they arise from the age or condition of the material. Any agreed variation to the service should be confirmed in writing where practicable.
If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that part will be treated as severed to the minimum extent necessary, and the remainder will continue in full force. Failure by either party to enforce a provision immediately does not amount to a waiver of the right to enforce it later. These terms constitute the entire agreement between the parties in relation to the booking, unless a separate written contract or quotation states otherwise.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with a booking, payment, service outcome, or liability issue will be subject to the exclusive jurisdiction of the courts of England and Wales. By using the services of Brixton Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms in full.