Terms and Conditions for Berrylands Carpet Cleaners
These Terms and Conditions set out the basis on which Berrylands Carpet Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, allowing access to the premises, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are designed to create a clear understanding of the service, the booking process, payment obligations, cancellation rights, liability limits, and the handling of waste arising from carpet cleaning and related treatments.
In these Terms and Conditions, references to “we”, “us”, or “our” mean Berrylands Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, managing agent, or other party requesting the service. These terms apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, deodorising, and related services we provide, unless we agree otherwise in writing. Nothing in these terms is intended to remove or limit any rights you may have under applicable consumer law.
Our service description: We provide professional carpet cleaning services using suitable methods and equipment selected according to the material, condition, age, and contamination level of the surfaces to be cleaned. While we aim to achieve the best possible result, cleaning outcomes may vary because of fibre type, existing wear, pre-existing damage, previous cleaning history, staining, moisture sensitivity, or improper aftercare. Some marks, odours, or embedded soils may not be fully removable. Any estimate or description of likely results is provided in good faith and should not be treated as a guarantee of perfection.
Booking process. A booking may be made by telephone, email, online form, or any other method we make available from time to time. A request for a quote, availability check, or time slot does not in itself create a confirmed booking. Your booking becomes confirmed only when we have accepted it and, where required, received any deposit, advance payment, or written confirmation from you. We may ask for details about room sizes, flooring type, access, parking, water supply, electricity supply, pets, or known stains so that we can assess whether the service is suitable and allocate sufficient time.
When you place a booking, you confirm that the information you provide is accurate and complete to the best of your knowledge. If the description of the property, the condition of the items, or the required work changes materially before the appointment, you must tell us as soon as possible. We may revise the quotation, alter the expected duration, or decline to proceed if the actual circumstances differ significantly from those described at the time of booking. Any price provided before inspection is based on the details available at that time and may be adjusted if additional work is required.
Access and preparation. You must ensure that we can safely access the property at the agreed time. Unless we agree otherwise, the customer is responsible for moving small or fragile items, removing personal belongings from the treatment area, and ensuring that the surfaces to be cleaned are reasonably clear. We may refuse to clean areas that are unsafe, overcrowded, excessively cluttered, electrically hazardous, or otherwise unsuitable for the work. Any delay caused by poor access, incomplete preparation, or absence of the customer may result in additional charges or rescheduling fees.
Payments. Unless otherwise agreed in writing, payment is due immediately upon completion of the service on the day of attendance. We may accept cash, bank transfer, card payment, or another payment method made available at the time of booking. If a deposit is requested, the amount and purpose of the deposit will be explained before the booking is confirmed. Deposits may be used to reserve time, cover administration, or reduce the risk of late cancellation. A deposit is usually non-refundable except where we cancel the booking or where a refund is required by law.
If you are a business customer or a managed property customer, we may agree separate payment terms in writing. Where credit is granted, invoices are payable within the period stated on the invoice. If payment is not made on time, we reserve the right to charge reasonable recovery costs and statutory interest to the extent permitted by law. Any bank charges, failed transfer fees, card chargeback costs, or other third-party payment costs arising from your payment method may be added to the amount due if they are caused by your action or omission.
Price changes and extras. The quotation may exclude items that are not evident until work begins, such as heavy soiling, biological contamination, extensive pet odour treatment, furniture moving beyond ordinary expectations, or special stain removal processes. We will tell you before carrying out any additional work whenever reasonably possible. If you approve extra work, you agree to pay the additional amount. If you decline, we may clean only the agreed areas or withdraw from the more difficult parts of the job. All prices are quoted in pounds sterling unless otherwise stated.
Cancellations, postponements, and missed appointments. You may cancel or reschedule a booking by giving notice as soon as possible. If you cancel with sufficient notice, we will act reasonably in deciding whether any deposit should be refunded or retained. If you cancel at short notice, refuse access, fail to provide the necessary facilities, or are not present at the agreed time where your presence is required, we may charge a cancellation fee or retain all or part of any deposit to cover lost time, allocated staffing, and administration. Any fee will be reasonable and proportionate to our loss.
If we need to cancel or postpone, we will contact you as soon as reasonably practicable and offer an alternative date or, if appropriate, a refund of any advance payment for the cancelled appointment. We are not responsible for delay caused by events beyond our reasonable control, including severe weather, road closures, accidents, illness, equipment failure, flooding, power loss, or access restrictions imposed by third parties. In such cases, we will try to rearrange the service without imposing an unfair charge on either party.
Customer responsibilities. You must tell us about any known issues that could affect the cleaning process or the safety of the property, including loose flooring, weak seams, colour instability, hidden damage, mould, pest activity, electrical hazards, or contamination from bodily fluids, oils, chemicals, or other substances. Failure to disclose relevant information may increase the risk of damage and may affect any claim you later make. You must also ensure that children and pets are kept safe and out of the immediate working area during the appointment.
Liability. We will perform the service with reasonable care and skill and in accordance with applicable legal duties. However, carpet cleaning involves the use of water, heat, detergents, extraction equipment, and drying processes, and some materials may react unpredictably. We are not responsible for pre-existing damage, wear, fading, shrinkage, poor installation, manufacturing defects, latent faults, hidden stains, permanent odours, or damage caused by third-party products previously applied to the items. We cannot accept liability for issues that arise because a surface was already compromised or unsuitable for wet cleaning.
Where we are at fault, our liability will be limited to the reasonable cost of repair, re-cleaning, or replacement of the affected item, whichever is the lower and most appropriate remedy in the circumstances, subject always to any non-excludable legal rights. We will not be liable for indirect loss, loss of profit, loss of business, loss of opportunity, or any consequential damage, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Aftercare and drying. You are responsible for following any aftercare advice we provide, including ventilation, avoiding foot traffic until safe, and refraining from replacing furniture until the cleaned surface is adequately dry. If furniture or other items are returned to the area too soon, marks, transfer, pile distortion, or indentation may occur. We are not liable for damage caused by failure to follow aftercare instructions or by premature use of the cleaned area. Any drying time estimates are approximate only and may vary according to room conditions, temperature, airflow, humidity, and fibre type.
Waste regulations and disposal. In carrying out carpet cleaning services, we may produce waste water, recovered soil, debris, disposable cloths, filters, vacuum contents, packaging, and other cleaning residues. We will manage waste arising from our own operations in a manner consistent with applicable UK waste laws and environmental obligations. Where waste must be removed from the property, we will only dispose of it using lawful and responsible methods. Any waste that is classified as hazardous, contaminated, or requiring specialist handling will be dealt with separately and may incur additional charges if the situation was not disclosed beforehand.
You must not ask us to dispose of household waste, bulky rubbish, sharps, chemicals, asbestos, or other regulated materials unless we have expressly agreed to do so and are legally able to handle them. If the service reveals contaminated materials or unsafe waste, we may suspend work and ask you to arrange appropriate specialist removal. We will not knowingly breach environmental or waste-disposal regulations. You are responsible for disclosing any relevant contamination risks before the appointment so that suitable precautions can be taken.
Complaints and remedy. If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue and, where appropriate, put matters right. We may ask for photographs, a description of the concern, and access to the affected area. If a re-clean or other remedy is appropriate, we may offer that first before considering any refund. Any complaint will be handled fairly, promptly, and in line with applicable legal obligations.
Health, safety, and property condition. You confirm that the premises are safe for us to enter and work in. We may refuse or stop work if we reasonably believe that continuing would put our staff, contractors, customers, pets, or property at risk. This includes situations involving aggressive behaviour, unsafe electrical setups, unsuitable temperatures, or exposure to hazardous substances. If work is stopped for safety reasons caused by conditions at the property, you may still be charged for time spent and reasonable costs incurred.
Title and ownership. Any equipment, consumables, or materials supplied by us remain our property until paid for in full where payment on account has been agreed. Risk in the service passes to you once the cleaned item is returned to normal use or once we leave the property, as applicable, except to the extent that loss or damage is caused by our proven negligence. If you are not the owner of the items or premises, you confirm that you have authority to instruct us and to accept these terms on behalf of the owner or relevant responsible party.
Changes to these terms. We may update these Terms and Conditions from time to time to reflect changes in law, industry practice, operating procedures, or the scope of our services. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed otherwise in writing. Any variation to these terms must be confirmed by us in writing and will not be effective simply because of a verbal discussion or informal message.
General legal provisions. If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply. A failure by us to enforce any right or remedy at any time does not constitute a waiver of that right or remedy. These terms, together with the booking confirmation and any written quotation accepted by you, form the entire agreement between the parties regarding the service, unless replaced by a later written agreement.
Governing law. These Terms and Conditions and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where you are a consumer and any mandatory law provides otherwise. If you are a consumer resident in Scotland or Northern Ireland, any applicable rights arising under mandatory local law are not affected where they cannot legally be excluded.
Acceptance. By confirming a booking, paying a deposit, or allowing us to proceed with the work, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of them, you should not proceed with the booking. These terms are intended to protect both parties by making the service process clear, fair, and lawful.
