Belgravia Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Belgravia Carpet Cleaners provides domestic and commercial carpet, rug, upholstery, and related cleaning services within the United Kingdom. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to be bound by these terms. Please read them carefully before placing a request for a carpet cleaning service, upholstery treatment, or any other cleaning work described in a quotation or booking confirmation.
For the purposes of these terms, “we”, “us”, and “our” refer to Belgravia Carpet Cleaners, and “you” or “the customer” refer to the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply whether the work is arranged online, by email, by telephone, or through any other booking method accepted by us. They also apply to one-off visits, recurring appointments, and any add-on services agreed in writing.
We aim to provide a professional and transparent service. However, because carpets, fabrics, flooring materials, and stains differ widely, not every result can be guaranteed. Our service is delivered with reasonable skill and care, using methods and products selected by our technicians based on the condition of the item, access conditions, and any information you provide in advance.
1. Booking Process
The booking process begins when you request an estimate or service from Belgravia Carpet Cleaners. Any quote we provide is based on the information available at the time, including the size of the area, the type of material, the level of soiling, and any special requirements you mention. Quotes are normally indicative until the property or items have been inspected, and the final price may change if the actual conditions differ from the details supplied.A booking is only confirmed once we have accepted your request and issued a confirmation by written message, email, text, or other recorded communication. Where a visit is arranged for a specific time window, arrival times are estimates rather than guarantees. We will make reasonable efforts to attend within the agreed period, but delays may occur due to traffic, weather, equipment issues, or other operational reasons outside our control.
You are responsible for ensuring that the information you provide is accurate and complete. This includes the number and size of rooms, access restrictions, parking limitations, the presence of fragile items, and any known stains, odours, water damage, or fabric sensitivities. If the work requires specialist treatment, additional labour, or extra materials not included in the original quote, we may revise the price before proceeding.
2. Access, Preparation, and Customer Responsibilities
You must ensure that our team has safe, lawful, and practical access to the property at the agreed time. This includes arranging entry, obtaining any necessary permissions, and ensuring that common areas or loading spaces can be used if needed. If access is delayed, restricted, or impossible, we may charge a call-out fee or waiting time fee, depending on the circumstances.Before work starts, you should remove small personal items, valuables, fragile objects, and any obstruction that may prevent efficient cleaning. Where appropriate, you should also secure pets, protect sensitive equipment, and identify any areas that require special attention. Although our technicians will take reasonable care, we are not responsible for items left in the cleaning area that are damaged because they were not removed or properly protected.
You must notify us in advance of any pre-existing damage, including loose seams, worn fibres, colour instability, water marks, shrinkage, prior repairs, or structural weakness in the material. Some items may be too delicate, heavily worn, or contaminated for standard cleaning methods. In such cases, we may refuse to clean the item, recommend an alternative treatment, or proceed only after you accept the risks in writing.
3. Payments and Charges
All prices are stated in pounds sterling unless we agree otherwise. Payment terms will be set out in the quotation, booking confirmation, or invoice. Unless a different arrangement is confirmed in writing, payment is due on completion of the service and must be made by the method we accept at that time. We may also require a deposit or partial prepayment for larger bookings, repeat contracts, or appointments requiring reserved equipment and labour.Where a deposit is requested, the booking may not be secured until the deposit has been received. Deposits may be non-refundable where we have already allocated staff, reserved time, or incurred costs in preparation for the visit, except where cancellation rights under consumer law apply or where we cancel the appointment without fault on your part. If the final cost changes due to additional work agreed during the appointment, the revised amount will be payable immediately unless otherwise stated.
Late payment may result in administration charges, suspension of further work, or recovery action where permitted by law. Any bank charges, card processing failures, or costs incurred because of incorrect payment details supplied by you may be added to your invoice. We reserve the right to withhold final certification, reports, or aftercare information until outstanding sums have been paid in full.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. For standard appointments, we ask that you contact us as early as possible so that the slot can be reassigned. If you cancel at short notice, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a cancellation fee or the full appointment fee if our team has already been dispatched.Where a deposit has been paid, the treatment of that deposit will depend on the circumstances of the cancellation and any consumer cancellation rights that apply. If you are a consumer and the service is booked online or away from our business premises, you may have statutory cancellation rights under the Consumer Contracts Regulations 2013, subject to any applicable exceptions, particularly where you request that work begins before the cancellation period ends. If you ask us to start early, you may lose the right to cancel once the service has begun.
We may reschedule or cancel an appointment if access is unsafe, if weather or transport conditions make the work impractical, if equipment failure occurs, or if the property condition poses an unreasonable risk to staff or property. In such cases, we will seek to arrange an alternative date within a reasonable time. We will not be liable for indirect loss arising from rescheduling, provided we have acted reasonably and in good faith.
5. Service Standards and Limitations
Belgravia Carpet Cleaners will provide the service with reasonable care and skill in accordance with UK consumer law and applicable industry standards. We may use hot water extraction, low-moisture systems, dry compounds, spot treatments, deodorising agents, or other appropriate techniques depending on the surface and the conditions present. The method selected is a professional judgment, and we are not obliged to use a requested method if we believe it would be unsuitable or unsafe.Cleaning outcomes can be influenced by age, previous treatment, dye stability, traffic wear, contamination, and the type of backing or fibre construction. While we will take care to improve the appearance and hygiene of the treated items, we cannot guarantee the complete removal of every stain, odour, mark, or biological residue. The customer acknowledges that some stains may be permanent or may reappear after drying due to wicking, prior misuse, or hidden contamination.
Where we provide aftercare recommendations, including ventilation, drying time, and temporary restriction of use, it is your responsibility to follow them. Failure to do so may reduce the effectiveness of the treatment or cause new marks, browning, shrinkage, or re-soiling. Any advice given verbally or in writing is provided in good faith and should be followed according to the condition of the material.
6. Liability and Insurance
We will not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not responsible for losses that result from inaccurate information supplied by you, pre-existing defects, inherent weakness in materials, or failure to follow aftercare guidance.If damage occurs and is reasonably attributable to our negligence, our liability will be limited to the lesser of the repair cost, replacement value of the affected item, or the amount recoverable under our insurance policy, except where law provides otherwise. We are not liable for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or distress caused by delays or service disruption, to the extent permitted by law.
Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the issue is discovered. You should allow us a fair opportunity to inspect the item or area before arranging independent repairs or disposal. Where possible, photographs and relevant records should be retained to help us investigate the issue properly.
7. Waste Regulations and Environmental Compliance
We aim to carry out our work responsibly and in compliance with applicable UK waste and environmental rules. This includes handling wastewater, waste materials, packaging, and contaminated debris in a lawful manner. We may collect, contain, or remove certain waste generated during the cleaning process where this forms part of the agreed service and where such handling is permissible.Customers must not ask us to dispose of household waste, hazardous waste, sharp objects, asbestos, chemicals, needles, or other regulated materials unless this has been expressly agreed in advance and can lawfully be managed by us. If we encounter prohibited waste or contamination that cannot be dealt with safely, we may stop work immediately and charge for time already spent. In some cases, we may have to notify the relevant authorities or refuse to continue.
Any materials removed from a property remain subject to classification under applicable waste law. You are responsible for telling us about contamination risks such as mould, bodily fluids, pest activity, or chemical spills before the appointment. Where specialist disposal is required, additional charges may apply, and the service may only proceed if suitable facilities and permissions are in place.
8. Complaints, Disputes, and General Provisions
If you are dissatisfied with any aspect of the service, you should notify us promptly with a clear explanation of the issue. We may ask for photographs, inspection access, or other information to assess the matter. We will review complaints fairly and, where appropriate, may offer a re-clean, partial refund, or another reasonable remedy. Nothing in these terms affects your statutory rights as a consumer.If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a term on one occasion does not waive our right to enforce it later. These terms may be updated from time to time, and the version in force at the time of booking will apply to that service unless a later written agreement states otherwise.
Governing law: These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms, the booking process, or the service provided by Belgravia Carpet Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protections provide otherwise.
