Bickley Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which Bickley Carpet Cleaners provides carpet, rug, upholstery, and related cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing a technician to begin work, the customer agrees to be bound by these conditions. These terms are designed to make the service clear, to protect both parties, and to explain the practical rules that apply before, during, and after a cleaning appointment. In these terms, references to we, us, and our mean Bickley Carpet Cleaners; references to you and your mean the customer or authorised representative placing the order.
Our services may include carpet cleaning, stain treatment, deodorising, upholstery cleaning, spot treatment, and other cleaning-related tasks that are agreed in advance. The exact scope of each job will depend on the booking details, the condition of the items to be cleaned, access to the premises, and any special instructions provided by the customer. While we take reasonable care to deliver a professional carpet cleaning service, the results of cleaning can vary depending on fibre type, age, wear, prior treatment, and pre-existing damage. These terms apply to every booking unless we have agreed a specific variation in writing.
By arranging a cleaning appointment, you confirm that you are authorised to request the work and to permit access to the premises or items concerned. You also agree that the information you provide during booking is accurate and complete to the best of your knowledge. Any misdescription of the items, surface type, or level of soiling may affect the treatment methods used and the final outcome. If a particular item requires specialist handling, we may decline to proceed unless suitable arrangements are made. Nothing in these terms affects your statutory rights as a consumer under UK law.
Booking Process
The booking process for our carpet cleaners service begins when you provide your required details and request a quotation or appointment. We may ask for information such as the number and type of rooms, the condition of the areas to be cleaned, the presence of stains or pet odours, and any access restrictions. Based on the information supplied, we may provide an estimated price or a fixed price for the agreed work. Estimates are prepared in good faith, but the final charge may change if the actual work differs from the description provided at booking.
Bookings are only confirmed when we accept the request and provide a date, time window, or written confirmation of the service. We reserve the right to refuse or cancel a booking where we believe the job is unsuitable, unsafe, beyond our normal service scope, or cannot reasonably be completed on the scheduled terms. For example, if there is insufficient access, dangerous contamination, infestation, severe water damage, or a condition that would place our staff at risk, we may pause the booking or request further information before proceeding. It is your responsibility to ensure that the premises are ready for the service at the agreed time.
At the appointment, our technician may carry out an initial inspection before starting the work. This inspection allows us to assess fabric type, visible wear, staining, and any limitations that could affect the cleaning process. If additional items or rooms are requested on the day, these may only be added if time, equipment, and pricing allow. Any changes to the original booking must be approved by both parties. We may also take reasonable steps to protect flooring, surrounding fixtures, and contents while work is being completed. You should remove fragile, valuable, or obstructive items before the appointment unless otherwise agreed.
Payments and Pricing
All prices are quoted in pounds sterling and are normally stated inclusive of applicable taxes unless expressly indicated otherwise. The price for your Bickley Carpet Cleaners booking will be based on the agreed service type, location of the job, size of the area, condition of the items, and any specialist treatments requested. Where a fixed price has been given and the service remains materially as described, that price will generally apply. If the actual work differs significantly from the original booking details, we may revise the price before beginning or continuing with the service.
Payment is due in accordance with the terms stated at the time of booking or on the invoice issued after completion. Unless we have agreed otherwise, payment must be made on completion of the service or within the payment period shown on the invoice. We may accept bank transfer, card payment, or another method we have agreed in advance. We are not obliged to begin work until any required deposit or pre-authorisation has been received. If payment is not made when due, we reserve the right to charge interest and reasonable recovery costs in accordance with applicable law.
Discounts, promotional rates, or package prices may be subject to conditions, including booking windows, minimum spend, or service restrictions. Any promotional offer may be withdrawn or changed without notice where the offer period has ended or where the terms of the promotion have not been met. Quoted prices do not normally include extraordinary treatment costs, specialist stain removal products, heavy contamination disposal, parking charges incurred due to restricted access, or work outside the agreed scope, unless expressly stated. If additional charges are likely to arise, we will seek approval where reasonably practicable before carrying out that work.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. Where possible, we ask that you notify us as soon as you know the appointment cannot proceed. A cancellation made with sufficient notice may not attract a charge, but we reserve the right to apply a cancellation fee if the appointment is withdrawn at short notice, particularly where we have already incurred travel, labour, or preparatory costs. For time-sensitive or large bookings, specific cancellation terms may apply and will be confirmed at the point of booking.
If we arrive at the premises and cannot begin work because access is unavailable, the property is not ready, the agreed items are missing, or the environment is unsafe, the appointment may be treated as a late cancellation or missed appointment. In such cases, we may charge a call-out fee or part of the agreed service price. Where our attendance is delayed or cancelled due to severe weather, transport disruption, equipment failure, illness, or another event beyond our reasonable control, we will seek to rearrange the service at the earliest suitable time. We are not liable for losses arising from a lawful cancellation where no fault on our part has occurred.
We may cancel or postpone a booking if we reasonably believe that continuing would breach safety requirements, create an unacceptable risk to property, or fall outside the practical scope of the service. In those circumstances, we will try to provide notice and, where appropriate, offer an alternative date. If a deposit has been taken for a booking that we cancel without cause, any unused deposit relating to the cancelled service will normally be refunded. This does not affect any rights you may have under consumer protection law where services are not performed with reasonable care and skill.
Service Standards and Customer Responsibilities
We aim to provide services with reasonable care and skill, using methods and products that are generally suitable for the surfaces and materials presented to us. However, cleaning results can never be guaranteed in every case. Some stains are permanent, some odours may be deeply embedded, and some fibres may react unpredictably to moisture, heat, agitation, or chemicals. Variations in colour, pile texture, shading, or finish may occur, especially on worn, delicate, or previously treated surfaces. The fact that a mark remains after treatment does not necessarily mean the service was defective.
You are responsible for ensuring that the premises are reasonably accessible and safe for us to work in. This includes providing access to water and electricity where required, moving small personal belongings where appropriate, and informing us of any hazards, fragile items, hidden damage, or prior restoration work. If furniture must be moved, the customer should tell us in advance whether the item is heavy, delicate, valuable, or fixed in place. We may decline to move certain items, and we are not responsible for pre-existing instability, concealed defects, or damage caused by items being unsuitable for relocation.
Where the customer requests treatment of a stain, spill, or odour, you acknowledge that some materials may have absorbed contaminants deeply into the pile, underlay, or subfloor. We may use the most appropriate treatment reasonably available, but complete removal cannot be guaranteed. On some surfaces, the best practical result may be partial improvement rather than complete restoration. We may also refuse to use a product or method if we believe it may damage the item, create excessive residue, or conflict with manufacturer care instructions. In all cases, our decision is intended to protect the item and the premises from avoidable harm.
Liability and Limitations
We accept liability for direct loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill, subject to the limitations in these terms and any rights you have under law. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Where a claim is valid, our responsibility will ordinarily be limited to the lesser of the reasonable cost of repair, replacement, or the value of the affected item at the time of the incident, taking into account age, condition, and wear.
We are not liable for pre-existing damage, hidden defects, material deterioration, colour loss due to age, shrinkage caused by fibre instability, or any damage caused by the item’s own condition or prior treatment. This includes, for example, items that have been incorrectly cleaned before our attendance, surfaces that have already been weakened, or materials that react adversely despite being treated using a reasonable method. We are also not liable for indirect or consequential losses such as loss of profits, loss of business, inconvenience, or emotional distress, except where such exclusion is not permitted by law.
If you believe damage has occurred, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the item or premises before any repair, disposal, or alteration takes place. Failure to preserve the area or item may affect our ability to investigate the matter and may limit any remedy available. Any claim should be supported by reasonable information, including a description of the problem and, where available, photographs or proof of value. Our liability, where established, does not extend to items or areas not included in the agreed service.
Waste Regulations and Environmental Handling
The handling and disposal of waste arising from a cleaning service will be carried out in accordance with applicable UK waste regulations and environmental obligations. This includes the proper management of contaminated water, used cloths, filters, packaging, residues, and any other waste generated by the service. We will take reasonable steps to reduce waste, reuse materials where appropriate, and dispose of waste responsibly. You agree that any waste we remove from the premises as part of the service may be treated, stored, transported, or disposed of in a lawful and environmentally responsible manner.
Where a job involves biological contamination, excessive debris, or unusually soiled materials, additional precautions may be necessary. We may decline to remove or handle waste that is hazardous, infectious, regulated, or requires specialist licensing beyond the scope of our standard carpet cleaning operations. If such waste is discovered during the service, we may stop work until a safe solution is agreed. The customer remains responsible for disclosing known hazards in advance and for ensuring that the premises comply with all relevant safety requirements before we attend.
We do not usually remove domestic rubbish, building waste, asbestos, sharp clinical waste, or illegal materials unless this has been explicitly agreed and can be handled lawfully. If the service creates wastewater or residue that must be contained, you agree not to interfere with our containment measures while work is in progress. We may make reasonable decisions about the method of disposal where required for compliance, and you acknowledge that this may involve higher costs if specialist handling is necessary. Any such costs will be discussed before work proceeds where reasonably possible.
Data, Complaints, and Changes to Terms
We may record limited personal information to manage bookings, issue invoices, deal with service queries, and maintain internal records. Any personal data will be processed in line with applicable UK data protection law and used only for legitimate business purposes connected with the service. We keep records for administrative, legal, and accounting reasons. If we update these terms, the revised version will apply to future bookings from the date of publication or the date stated in the revised terms. Existing bookings will normally remain subject to the version in force at the time of confirmation unless a change is required by law.
If you have a complaint relating to our service, you should raise it promptly so that we can review the matter and, where appropriate, investigate the issue. We may ask for supporting information, including dates, item descriptions, and photographs. Any remedy will depend on the facts, the nature of the problem, and the evidence available. A complaint does not automatically entitle you to a refund, but we will consider reasonable solutions where we have not met the expected standard. Nothing in this section limits your legal rights under consumer legislation.
Governing law: These terms and conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms for services provided by Bickley Carpet Cleaners.
