Brixton Carpetcleaning Terms and Conditions

These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related domestic or commercial services supplied by Brixton Carpetcleaning in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment, as they set out the basis on which the service is provided, including the booking process, payment obligations, cancellation rights, liability limits, and waste handling responsibilities.

For the avoidance of doubt, references to Brixton Carpetcleaning, we, us, and our mean the service provider delivering the cleaning work, whether directly or through an authorised operative. References to you and the customer mean the person or business booking the work and accepting these terms. These terms apply to every order unless we agree in writing to different conditions.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time a booking is accepted will govern that booking. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

Booking Process

A booking is not confirmed until we have reviewed the request, accepted the scope of work, and sent an acknowledgement or confirmation. The customer must provide accurate details about the property, access arrangements, floor type, fabric type, problem areas, parking restrictions, and any known damage or pre-existing conditions. If the information supplied is incomplete or inaccurate, the final service may need to be adjusted and additional charges may apply.

We may provide an estimate, quotation, or indicative price based on the information given at the time of enquiry. Any estimate is not a fixed offer unless expressly stated. The final price may change if the actual condition of the carpets, rugs, or upholstery differs from the description provided, if additional rooms or items are requested on the day, or if specialist treatment is required. Brixton Carpetcleaning reserves the right to decline work that is unsafe, unsuitable, or outside the scope of our service.

Appointments are usually allocated within a specified time window rather than an exact minute. The customer must ensure access to the premises, water, electricity, and any reasonably required working space. If our operative cannot gain access at the agreed time, or if the site is not ready for cleaning, the booking may be treated as a late cancellation or wasted visit and charges may be applied. Where a parking permit, loading bay, concierge arrangement, or similar access measure is necessary, the customer is responsible for arranging it in advance unless we agree otherwise.

Pricing and Payment

Prices are normally quoted in pounds sterling and may be subject to VAT where applicable. Unless stated otherwise, payment is due on completion of the service on the same day. We may accept payment by bank transfer, card, cash, or another agreed method. Any invoice issued must be paid by the due date shown on the invoice. If the customer fails to pay on time, we may charge reasonable costs of recovery and interest to the extent permitted by law.

Where a deposit, booking fee, or advance payment is required, the customer will be informed before confirmation. Any such amount may be used to secure the appointment and may be non-refundable in circumstances set out in the cancellation section below. Discounts, promotional rates, and bundled pricing apply only to the stated service period and scope and may be withdrawn or amended where the booking is changed.

The customer agrees not to withhold payment because of a result that reflects the natural condition of the textile or surface, such as permanent staining, wear, fading, watermarking, crushing, pre-existing odours, or colour loss. Cleaning can improve appearance and hygiene, but it cannot guarantee restoration to a like-new condition. Where specialist products or equipment are used at the customer’s request, additional charges may apply and will be communicated before work proceeds.

Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. If notice is provided sufficiently in advance, we will normally offer a new date subject to availability. If cancellation occurs at short notice, especially after an operative has been allocated, travel has begun, or materials have been prepared, Brixton Carpetcleaning may charge a cancellation fee to cover lost time and administrative costs. The level of any fee will be reasonable and proportionate to the circumstances.

If the customer is not present, cannot be contacted, or does not provide access at the agreed time, the appointment may be recorded as a missed visit. In such cases, the customer may be charged the full booking fee or a partial fee, depending on the stage reached and any costs incurred. We will always act reasonably, but repeated cancellations or missed appointments may result in refusal of future bookings.

We may need to reschedule if equipment failure, staffing issues, severe weather, safety concerns, or other circumstances beyond our reasonable control prevent us from attending as planned. In these circumstances, we will seek to offer an alternative appointment. We will not be responsible for any indirect loss caused by rescheduling, provided we act with reasonable care and prompt notice where possible.

Service Standards and Customer Responsibilities

We will perform the service using reasonable skill and care and in line with standard industry practice. The customer must disclose any special fabric care instructions, fragility, known damage, pre-existing discoloration, or prior treatments. The customer should remove small personal items, valuables, fragile objects, and any loose obstacles before the appointment. If items remain in place and prevent access, service time may be reduced or the work may need to be rescheduled.

While we will take reasonable precautions to protect the property, the customer is responsible for ensuring that the surfaces to be cleaned are suitable for wet or chemical cleaning. Some fibres, dyes, and materials may react unpredictably despite due care. It is the customer’s responsibility to inform us of any manufacturer guidance, warranty conditions, or cleaning restrictions. If the customer instructs us to proceed against our recommendation, this will be at the customer’s risk, to the extent permitted by law.

In the middle of the service, we may pause work to assess stains, drying time, ventilation, or the need for a different cleaning method. Where necessary, we may recommend spot treatment, low-moisture cleaning, or refusal to treat a particular area if doing so could damage the item. The customer agrees that reasonable variation in the method of cleaning may be necessary to achieve the best practical result.

Liability and Limitations

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any loss or damage arising from a booking will be limited to the total amount paid or payable for the particular service giving rise to the claim, except where a different limit is required by law.

We shall not be liable for indirect, consequential, or economic losses such as lost profits, loss of business, missed appointments with third parties, or loss of opportunity, provided we have acted with reasonable care and in accordance with these terms. We also do not accept responsibility for damage arising from pre-existing defects, unsuitable materials, unstable fixtures, hidden faults, poor installation, or items that are already weakened, worn, or deteriorated.

If a customer believes that damage has been caused by our work, they must notify us as soon as reasonably practicable and allow us a fair opportunity to inspect the item or area before any repair, replacement, or remedial action is undertaken by a third party. Failure to do so may affect any claim. The customer must also take reasonable steps to mitigate any loss.

Waste Regulations and Disposal

Brixton Carpetcleaning operates in accordance with applicable UK waste rules and environmental obligations. Wastewater, recovered soil, used cleaning solutions, disposable cloths, and contaminated residue will be handled responsibly and disposed of where appropriate in a lawful and environmentally considerate manner. We will not intentionally discharge waste in a way that breaches water, drainage, or local environmental requirements.

Where cleaning produces waste that cannot be safely discharged into a standard drainage system, or where a site has specific disposal restrictions, the customer must tell us in advance. We may refuse to use any disposal method that would place us in breach of environmental law, landlord rules, building rules, or site policies. If special waste handling is required because of contamination, bodily fluids, hazardous substances, or unusual soilage, extra charges may apply and additional controls may be necessary.

The customer must not request disposal of items or substances that are unlawful to remove, carry, or discharge without proper authority. Where waste removal is incidental to the service, the customer confirms that they have the right to permit such removal and that the items do not contain prohibited materials. We may decline to remove or transport anything that we reasonably believe could create a compliance risk.

Property Access, Safety, and Site Conditions

The customer must provide a safe working environment, including adequate lighting, stable access, and reasonable freedom from hazards. We may stop or suspend work if we reasonably believe there is a risk to health, safety, or property. This includes exposure to aggressive animals, unsafe electrical connections, structural hazards, excessive clutter, infestation, or the presence of harmful substances.

If work has to be paused because the property is not safe or suitable, the customer may still be charged for time spent and any materials used. Any delay caused by the need to clear access, isolate areas, or resolve hazards will not count as a fault of Brixton Carpetcleaning. We are not required to move heavy furniture, disconnect appliances, or handle items that could be damaged or unsafe to move, unless this has been expressly agreed in advance.

Customers should also make sure that children, pets, and bystanders are kept away from active work areas. Freshly cleaned surfaces may remain damp or vulnerable to re-soiling for a period after completion. The customer is responsible for following any reasonable aftercare instructions we provide in relation to ventilation, drying, and restricted use of the area.

Claims, Complaints, and Remedies

Any complaint should be raised promptly so that it can be reviewed while the circumstances are still fresh. We may ask for photographs, details of the issue, and access to inspect the affected item or area. If we accept that a fault in our workmanship has occurred, our preferred remedy will usually be to re-clean the relevant area or otherwise put the matter right in a reasonable way, rather than automatically providing a refund.

Refunds, reductions, or other remedies will depend on the nature of the issue, the extent of the service already performed, and whether the problem could reasonably have been prevented or reduced by the customer’s disclosures or preparations. No claim will be accepted for issues caused by ordinary wear, unsuitable materials, hidden defects, or failure to follow aftercare advice. Nothing in these terms prevents the customer from pursuing rights that cannot be excluded under consumer law.

The customer agrees not to make unilateral deductions from payment without our written agreement or a lawful basis. If a dispute arises, both parties should act reasonably and seek to resolve the matter informally before taking further action.

Data Protection and Privacy

We may process personal data necessary to manage bookings, issue invoices, communicate about services, and comply with legal obligations. Such processing will be carried out in accordance with applicable data protection law. We will take reasonable measures to keep personal data secure and will not use it for unrelated purposes unless permitted by law or with consent where required.

The customer should only provide personal information that is accurate and necessary for service administration. We may retain basic records of bookings, payments, and service history for legitimate business and compliance reasons. Where we engage third-party processors, such as payment providers or accounting software, they will only be used to the extent necessary to deliver the service or manage business operations.

These Terms and Conditions are intended to be read together with any privacy information we provide separately. If there is any inconsistency, mandatory legal rights will prevail.

Force Majeure

We are not liable for delay or failure to perform any obligation where the delay or failure is caused by an event beyond our reasonable control. This may include severe weather, fire, flood, power failure, transport disruption, labour disputes, public health restrictions, government action, or the unavailability of equipment or materials through no fault of our own.

If a force majeure event occurs, we will try to communicate with the customer as soon as reasonably possible and rearrange the booking if practicable. Neither party will be entitled to compensation for delay caused by such events, although any prepaid amounts may be handled fairly and in line with the circumstances and legal requirements.

In the last paragraph, these Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise. By booking with Brixton Carpetcleaning, the customer confirms that they have read, understood, and accepted these terms, which form the entire agreement for the relevant service unless varied in writing by both parties.