Bankside Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Bankside Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our operatives to begin work, you agree to be bound by these terms. Please read them carefully before arranging a service. If you do not agree with any part of these terms, you should not proceed with the booking.

For the purposes of these terms, “we”, “us” and “our” refer to Bankside Carpet Cleaners, and “you” or “the customer” means the person, business, landlord, tenant, or authorised representative requesting the service. These terms apply to carpet cleaning and related fabric and floorcare services unless we agree otherwise in writing.

All services are carried out on the basis of the information you provide at the time of enquiry or booking. Where the condition of the carpet cleaning assignment, access, or property differs from the information given, we reserve the right to revise the quotation, alter the scope of work, or refuse to proceed where it would be unsafe, impractical, or outside the agreed service.

1. Booking Process

Bookings may be made by telephone, email, online form, or other accepted means. A booking is not confirmed until we have acknowledged acceptance and, where required, received any deposit or prepayment requested. We may ask for details such as the type of fabric or flooring, the approximate size of the area, stain concerns, parking restrictions, access issues, and whether the property is occupied or vacant.

When you request a Bankside carpet cleaning service, you are responsible for ensuring that the information supplied is accurate and complete. Any estimate or quotation is based on the details provided and may change if the actual conditions differ. In particular, hidden staining, pet damage, excessive soiling, water ingress, or the need for specialist stain treatment may affect the final price.

We may, at our discretion, offer a time window rather than a fixed appointment time. While we make every reasonable effort to attend as scheduled, arrival times are approximate and may be affected by traffic, weather, previous jobs, or other operational matters. Access must be provided at the agreed time, and if we are unable to complete the work because of lack of access or absence of an appropriate adult representative, a call-out charge or cancellation fee may apply.

2. Service Standards and Customer Responsibilities

Our carpet cleaners will use reasonable skill and care and will employ products and techniques suitable for the surface being treated. However, cleaning results can vary depending on fibre type, age, wear, previous treatment, and the nature of staining. Some marks may be permanent or may improve only partially. We cannot guarantee complete removal of all stains, odours, or discolouration.

You must tell us before work begins about any known defects, delicate materials, underlay issues, colour runs, shrinkage concerns, pre-existing damage, or unstable furnishings near the work area. You should also remove fragile objects, valuables, pets, and personal items from the areas to be cleaned unless we have agreed otherwise. Where furniture must be moved, this must be discussed in advance and will only be done where it is safe and within the limits of our equipment and insurance.

The customer must ensure that water, electricity, and reasonable working space are available unless otherwise agreed. If a service cannot be performed safely due to poor access, unsafe conditions, infestation, structural issues, or lack of utilities, we may suspend the job and charge for time attended. Any delays caused by the customer may result in reduced service time or additional charges.

3. Payments and Pricing

Prices are normally quoted in advance based on the information provided. Unless stated otherwise, all quotations are exclusive of any additional work not described at the time of booking. We may charge extra for heavily soiled carpets, specialised stain removal, deodorising, urgent appointments, parking costs incurred by us, or jobs requiring more time than expected because of inaccurate information supplied by the customer.

Payment is due in full on completion unless we agree an alternative arrangement in writing. For commercial or contract work, we may require advance payment, part-payment, or payment terms agreed before the start of work. We accept the payment methods we state at the time of booking. Late payments may result in statutory interest and reasonable recovery costs where permitted by law.

You must ensure that the payer is authorised to pay for the service. If a third party, managing agent, tenant, or employee books on behalf of another person, the person making the booking remains responsible for payment unless we have agreed in writing to look solely to another named party. Any bank charges, failed payment fees, or costs arising from incorrect payment details may be passed on to you where permitted.

4. Cancellations, Rearrangements and No-Shows

You may cancel or rearrange a booking by giving notice as soon as reasonably possible. Where the booking is cancelled with sufficient notice, no fee may apply. However, if you cancel too close to the appointment time, or if we have already allocated staff, equipment, or materials to your job, we may charge a cancellation fee to cover our losses.

If you fail to provide access, are not present when required, or otherwise prevent the work from starting or finishing, we may treat this as a cancellation or no-show and charge accordingly. If our operatives arrive and are unable to complete the service because of unsafe conditions, incorrect instructions, or lack of access, a minimum attendance charge may apply. Repeat late cancellations may affect our willingness to accept future bookings.

We also reserve the right to cancel or reschedule a booking where unforeseen circumstances arise, including staff illness, vehicle breakdown, severe weather, equipment failure, or issues affecting health and safety. In such cases, we will try to offer an alternative appointment. Our liability for rescheduling is limited to arranging a new visit or refunding any prepayment for the cancelled element of the service.

5. Liability and Limitations

We will perform the carpet cleaning service with reasonable care and skill and in accordance with applicable UK consumer law. If we fail to do so, you may be entitled to a repeat service, a price reduction, or other remedy where required by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.

Subject to the above, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any damage not reasonably foreseeable at the time of booking. We are not liable for pre-existing defects, damage caused by wear and tear, hidden weak points in fibres or backing, or deterioration caused by unsuitable previous treatment. Where we move furniture at your request, we are not liable for minor marks, dents, or compression where such effects are reasonably foreseeable.

It is your responsibility to notify us of any special risk or sensitivity, including delicate dyes, antique textiles, or previously repaired areas. We may refuse to use a product or method that we believe may damage the item. If you instruct us to proceed against our recommendation, you accept the associated risk to the extent permitted by law.

6. Waste Regulations and Environmental Compliance

We operate in accordance with applicable UK waste regulations and environmental requirements. Waste water, extracted residues, used filters, disposable cloths, and any other waste generated during the service will be handled responsibly. Where waste must be removed from the site, it will be disposed of in a lawful manner using appropriate facilities or licensed routes where necessary.

The customer must not ask us to dispose of prohibited, hazardous, or regulated waste unless this has been agreed in advance and we are legally permitted to handle it. Examples may include chemical containers, contaminated materials, sharp items, asbestos-related material, or biohazard waste. If such items are discovered during the service, we may stop work until the issue is resolved or until a separate disposal arrangement is agreed.

You agree to provide accurate information about any material that may require special handling. If incorrect or incomplete information causes additional disposal obligations, delays, or compliance costs, we may charge you for those reasonable extra costs. We will aim to minimise waste and use products and methods that are appropriate for the task and consistent with responsible business practice.

7. Complaints, Re-cleaning and Service Issues

If you believe there is a problem with the service, you should notify us within a reasonable time after completion and before arranging any third-party treatment. We may ask for photographs, a description of the issue, or the opportunity to inspect the area. If the concern is valid and within the scope of our responsibility, we may offer a re-clean or another appropriate remedy.

We are not responsible for claims made after carpets or fabrics have been used, exposed to further contamination, or treated by another contractor following our visit. Any attempt by a third party to rectify, alter, or over-clean the treated area may affect our ability to assess the matter fairly and may limit any remedy available. Our decision to provide a re-clean does not constitute an admission of liability unless required by law.

Where we provide a remedy, it will be limited to the service originally supplied and will not extend to replacing items, compensating for unrelated losses, or paying for external services unless we are legally required to do so. This does not affect your statutory rights as a consumer.

8. Force Majeure and Operational Limits

We shall not be liable for failure to perform, or delay in performing, any obligation where that failure or delay is caused by events outside our reasonable control. This may include extreme weather, fire, flood, utility outages, government restrictions, accidents, public transport disruption, labour shortages, or equipment unavailable due to circumstances beyond our control. In such cases, we may suspend, cancel, or rearrange the service without liability for resulting inconvenience.

We may also refuse or terminate a job if we reasonably believe that continuing would be unsafe, unlawful, or likely to cause damage. This includes situations involving aggressive behaviour, hazardous substances, structural instability, serious infestation, or conditions that do not reasonably allow the cleaning service to be completed to a professional standard. If work is stopped for these reasons, you may still be charged for the part already completed and for any costs reasonably incurred.

9. Governing Law and General Terms

These terms and any dispute or claim arising from or in connection with them are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections in your jurisdiction may still apply where relevant, but the contract itself will be interpreted under the governing law stated here unless another legal rule requires otherwise.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as removed to the extent necessary, and the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. Any variation to these terms must be agreed in writing by an authorised representative of Bankside Carpet Cleaners.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these carpet cleaning terms and conditions. These terms are intended to create clarity around booking, payment, cancellations, liability, waste handling, and lawful service delivery so that both parties understand their responsibilities from the outset. Nothing in these terms affects any rights you may have under UK law that cannot be excluded or restricted.