Botany Bay Carpet Cleaners – UK Service Terms and Conditions

These Terms and Conditions set out the basis on which Botany Bay Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. For the purposes of these terms, references to “we”, “us” and “our” mean Botany Bay Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, agent, or other party arranging the service.

These conditions are intended to be fair and practical. They explain how bookings are accepted, when payment is due, how cancellations work, what happens if access is not available, the limits of our responsibility, and the approach we take to waste and disposal obligations. Please read them carefully before confirming any booking for carpet cleaning services or any associated cleaning work.

In placing a booking for carpet cleaners, upholstery cleaning, stain treatment, or similar services, you confirm that you have authority to agree to these terms on behalf of yourself and, where relevant, any property owner, tenant, managing agent, or business client involved. If you are booking on behalf of another person or organisation, you remain responsible for ensuring that they are aware of these terms and any obligations that may arise from the appointment.

Booking process begins when you provide us with the service details, including the property address, the type of cleaning required, the approximate size and condition of the items or areas to be cleaned, and any known issues such as heavy staining, pet odours, previous treatments, delicate materials, or access restrictions. Any quote given before attendance is based on the information supplied by you and may be adjusted if the actual condition or scope differs materially from what was described.

We may offer estimates, provisional prices, or fixed quotations depending on the information available at the time. A quotation is not a guarantee that the final price will remain the same if the service requested changes or if the property conditions differ from those disclosed. If we reasonably believe the work requires more time, additional equipment, or specialist treatment, we may revise the price before proceeding, and we will seek your approval where practical.

A booking is confirmed only when we accept the appointment and, where applicable, receive any required deposit or prepayment. We reserve the right to refuse or decline a booking at our discretion, including where the service requested is outside our operational scope, where the property is unsafe, or where we consider the work to be unsuitable for standard Botany Bay carpet cleaning methods. Any scheduled time is an estimate and may be affected by traffic, prior jobs, or other operational issues.

It is your responsibility to ensure that the property is ready for the service at the agreed time. This includes making sure we have suitable access, that vehicles can park reasonably close if required, and that the area to be cleaned is clear of fragile items, valuables, small personal objects, and obstructions. Unless otherwise agreed, we do not move heavy furniture, disconnect electrical appliances, or handle items that may create a safety risk.

If the work requires power, water, or access to facilities on site, you must ensure these are available and safe to use. Where key collection, access codes, concierge arrangements, or remote entry permissions are needed, you must provide accurate information in good time. If we are unable to begin or complete the service because access is not provided, you may be charged a call-out fee, waiting time, or the full booking fee depending on the circumstances.

Any special instructions should be supplied before the appointment. This includes details regarding fragile flooring, pre-existing damage, hidden stains, known allergies, occupancy restrictions, alarm systems, pets, or building rules. Failure to provide relevant information may affect the outcome of the service and may limit any remedy available to you if concerns arise later. We will not be responsible for delays or service limitations caused by inaccurate, incomplete, or late information from the customer.

Our pricing may be based on fixed packages, itemised charges, hourly rates, minimum call-out fees, or a combination of these. Any quoted price will normally relate to the specific scope described at the time of booking. Additional work requested on the day, such as extra rooms, additional stain treatment, deodorising, or specialist fibre care, may incur extra charges, and we will explain these before proceeding where possible.

Unless stated otherwise at the time of booking, payment is due on completion of the service on the same day. We may request advance payment or a deposit to secure certain appointments, particularly for larger, commercial, or high-demand bookings. Deposits are usually non-refundable except where we cancel the appointment or where mandatory consumer law requires otherwise. Where an invoice is issued, it must be paid within the stated payment period.

We accept payment methods notified at the time of booking or invoicing. If a payment is declined, reversed, or delayed, you remain liable for the full amount due. You are also responsible for any reasonable costs incurred in recovering unpaid sums, including bank charges, collection fees, court fees, or legal costs where permitted by law. Interest may be charged on overdue amounts at the statutory rate or any rate allowed by applicable law.

If a quoted price was based on your description of the work and the actual condition is more heavily soiled, larger, or more complex than expected, we may adjust the fee to reflect the additional time, equipment, materials, or labour required. This applies to carpet cleaning appointments, upholstery work, rug treatment, and similar services. Where the revised price is materially higher, we will normally discuss the change before continuing.

We may charge for consumables, parking charges, congestion-related costs, or specialist treatment products where these are necessary for the service and were not included in the original quotation. Any such charges will be reasonable and related to the work being carried out. We reserve the right to suspend or withhold completion of work until outstanding sums owed for previous appointments are paid in full.

Where a client is a business customer, organisation, landlord, or letting agent, invoices may be issued with agreed payment terms. If payment is not made on time, we may charge interest and reasonable debt recovery costs. Nothing in these terms limits any rights that consumers may have under UK consumer legislation or other mandatory rules that cannot be excluded or restricted by contract.

You may cancel or reschedule an appointment by giving reasonable notice. We ask for as much notice as possible so that the appointment can be offered to another customer. If you cancel at short notice, we may charge a cancellation fee, particularly where staff, equipment, materials, or travel arrangements have already been allocated to your booking. The fee may reflect our reasonable losses.

Where a deposit has been taken, it may be retained if you cancel without sufficient notice or if we have already incurred costs in preparing for the appointment. If you reschedule within a reasonable period and we are able to accommodate the new date, we may, at our discretion, transfer the booking and any deposit already paid. This is not automatic and depends on availability and operational circumstances.

If we attend the property and are unable to gain access, or if the service cannot proceed because the customer is absent, the site is unsuitable, or the area has not been prepared, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out charge or the full service charge may apply. We may also charge for time lost travelling to and from the appointment if the circumstances were within your control.

We may need to cancel or reschedule due to illness, vehicle breakdown, equipment failure, severe weather, staff unavailability, safety concerns, or other events beyond our reasonable control. If this happens, we will use reasonable efforts to contact you promptly and offer a new appointment. We will not normally be liable for any indirect loss arising from the need to rearrange, provided we act reasonably and keep you informed.

If you need to change the scope of the work after booking, please tell us as early as possible. Changes may affect the time required, the equipment needed, and the final price. We may be unable to carry out additions on the day if they would disrupt other appointments or if the revised scope falls outside the agreed service. Acceptance of any change will be at our discretion.

Repeated missed appointments, abusive behaviour, unsafe access conditions, or failure to cooperate with reasonable instructions may result in refusal of future bookings. We may also suspend or end a booking if the customer’s conduct makes it unreasonable or unsafe for our staff to continue. In such cases, any fees already incurred may still be payable.

We will carry out Botany Bay Carpet Cleaners services with reasonable care and skill, using appropriate methods and equipment for the surfaces and materials presented. However, results can vary depending on fibre type, age, wear, previous treatments, underlying damage, colourfastness, and the nature of staining. We do not guarantee complete removal of every stain, mark, smell, or sign of wear, particularly where these are permanent, set in, or caused by factors beyond our control.

Before commencing work, we may inspect the area to identify obvious risks and to determine whether the requested cleaning is suitable. Certain materials may require patch testing, reduced moisture, alternative methods, or a refusal to proceed if the risk of damage is too high. If you instruct us to continue despite a known risk, you accept responsibility for the likely consequences, unless the risk arises from our negligence or failure to take reasonable care.

To the fullest extent permitted by law, we will not be liable for pre-existing damage, hidden defects, wear and tear, manufacturing faults, structural issues, or deterioration that becomes apparent during or after cleaning. This includes issues such as loose seams, dye bleed, fibre distortion, shrinkage caused by pre-existing weakness, and damage caused by unsuitable prior cleaning methods. Your statutory rights are not affected where the law gives you non-excludable protections.

If we are negligent and this directly causes loss or damage, our liability will be limited to the amount paid for the specific service giving rise to the claim, except where such limitation is not permitted by law. We will not be responsible for indirect or consequential losses, including lost profits, missed business opportunities, inconvenience, or emotional distress, unless required otherwise by mandatory law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

You are responsible for removing or securing items of value, delicate objects, loose electronics, cash, jewellery, and irreplaceable possessions before we begin. We do not accept responsibility for loss or damage to items that should reasonably have been moved or protected by the customer. Where furniture or fixtures are moved with your permission, we will do so carefully, but at your own risk unless the damage results from our negligence.

Any claim for damage or dissatisfaction should be raised as soon as reasonably possible after the service, and in any event within a reasonable time. Where practicable, you should allow us the opportunity to inspect the issue and, if appropriate, return to assess or remedy the matter. Failure to give us a fair opportunity to investigate may affect our ability to resolve the claim and may limit the remedies available.

We aim to comply with applicable UK waste, environmental, and disposal requirements when removing waste generated by the service. This may include dirty water, filters, packaging, cloths, vacuumed debris, and other waste arising from the cleaning process. Where waste requires special handling, we will dispose of it in a lawful and environmentally responsible manner, or we may leave it with you if appropriate arrangements have not been agreed in advance.

We do not remove hazardous substances, clinical waste, asbestos, needles, human waste, or any other regulated material unless we have expressly agreed to do so and are legally able to handle it. If such materials are encountered unexpectedly, we may stop work immediately and ask for the area to be made safe. You remain responsible for providing accurate information about any such risks and for arranging specialist disposal where required by law.

If cleaning reveals waste, contamination, or debris that must be handled separately from routine household or commercial waste, additional charges may apply for containment, transport, or disposal. We will not knowingly breach environmental or waste management rules, and we expect the customer to comply with all relevant legal duties concerning property condition, tenancy obligations, and the safe storage or removal of waste on the premises.

If the premises contain biohazards, vermin-related contamination, or waste requiring specialist treatment, we may refuse to proceed until suitable remedial action has been taken by the responsible party. Any decision to proceed in such circumstances will be made only where it is safe and lawful to do so. The customer accepts responsibility for obtaining any required permissions, notifications, or specialist services connected with regulated waste.

We may take reasonable measures to protect the environment, including using products and methods that reduce unnecessary water use and chemical runoff where practical. However, the customer must ensure that the property is suitable for professional cleaning and that any local building, landlord, or management rules concerning waste and disposal are observed. We are not responsible for penalties arising from the customer’s failure to comply with those separate obligations.

Where waste is removed from the property, title and responsibility for the waste may pass in accordance with the agreed service and applicable law. We reserve the right to refuse removal of items that are unsafe, prohibited, or inappropriate for lawful disposal through our usual arrangements. Any instructions from the customer to dispose of items unlawfully or irresponsibly will be ignored.

We may update these terms from time to time. The version in force at the time of your booking will normally apply to that appointment, unless a change is required by law or is necessary to reflect a material operational change. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force.

No person other than the customer and Botany Bay Carpet Cleaners has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, except where such rights cannot be excluded by law. Our failure to enforce any right or remedy on one occasion does not prevent us from doing so later. Any waiver must be in writing to be effective.

These carpet cleaning terms are governed by the laws of England and Wales, and any dispute arising out of or in connection with them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law requires otherwise. By booking our services, you acknowledge that you have read and understood these terms and agree to comply with them.