1. Service Description
1.1 What We Do
Birmingham Upholstery and Sofa Cleaners is a professional cleaning and upholstery care business serving Birmingham and the surrounding areas. We specialise in the cleaning, refreshing and restoration of sofas, armchairs, dining chairs, headboards and other upholstered furniture items in domestic and commercial settings.
1.2 Scope of Services
Our services include deep cleaning of fabric and leather upholstery, stain treatment, odour removal, sanitisation and fabric protection treatments. The exact scope of each job will be agreed with you at the point of booking or during an on-site assessment. All services are carried out by trained technicians using professional-grade equipment and cleaning solutions appropriate to your furniture type.
1.3 Services Not Included
Unless expressly agreed in writing, our services do not include structural repairs to furniture frames, re-upholstering, dyeing or colour restoration, cleaning of items not listed in your booking, or the removal of hazardous substances such as mould caused by structural damp. We will advise you if we identify any issues that fall outside our standard service scope.
1.4 Pre-Service Assessment
For larger or more complex jobs, we may carry out a pre-service assessment either in person or via photographs and information provided by you. This allows us to recommend the most suitable cleaning method, identify any risks and provide an accurate quotation. We reserve the right to adjust our approach on the day if the actual condition of the furniture differs from what was described or shown.
1.5 Your Responsibilities Before We Arrive
To help us carry out the work efficiently and safely, we ask that you clear the area around the furniture to be cleaned, remove any fragile or valuable items from the immediate work area, ensure we have reasonable access to the property and a nearby power supply, and inform us in advance of any known stains, damage or special requirements. Failure to prepare the work area adequately may result in delays or additional charges.
2. Quotations and Pricing
2.1 How We Provide Quotes
Quotations can be provided by telephone, via our website or in person. To give you an accurate quote, we may ask for details about the type, size and condition of the furniture, the number of items to be cleaned and the nature of any stains or soiling. All quotes are provided in good faith based on the information available at the time.
2.2 On-Site Assessments
For jobs where the condition of the furniture cannot be fully assessed remotely, we may recommend an on-site visit before confirming a final price. Where an on-site assessment is offered free of charge, this will be confirmed at the time of booking. Any quote provided following an on-site assessment will be valid for 30 days from the date it is issued.
2.3 When Prices May Change
While we aim to honour all quoted prices, the final price may change if the actual condition of the furniture is significantly different from what was described, if additional items are added to the job on the day, or if unforeseen complications arise during cleaning that require additional time, products or specialist treatment. We will always inform you of any price changes before proceeding with additional work.
2.4 Additional Charges
Additional charges may apply in the following circumstances: access difficulties such as upper-floor locations without lift access, parking charges incurred during the visit, specialist treatments requested on the day that were not included in the original quote, or return visits required due to circumstances outside our control. Any additional charges will be communicated clearly before they are applied.
2.5 VAT and Taxes
All prices quoted are inclusive of any applicable VAT unless otherwise stated. We will confirm the VAT status of your quote at the time it is provided.
3. Payment Terms
3.1 Accepted Payment Methods
We accept payment by bank transfer, debit card, credit card and cash. Please confirm your preferred payment method at the time of booking. We do not accept cheques.
3.2 When Payment Is Due
For standard domestic bookings, payment is due in full on the day the service is completed, unless a deposit or alternative arrangement has been agreed in advance. For commercial clients or larger contracts, payment terms will be set out in a separate written agreement.
3.3 Deposits
For larger jobs or bookings made well in advance, we may request a deposit to secure your appointment. The deposit amount will be confirmed at the time of booking. Deposits are non-refundable if you cancel within the notice period set out in Section 4.3, except where we cancel the booking ourselves.
3.4 Late Payment
If payment is not received by the agreed due date, we reserve the right to charge interest on the outstanding amount at a rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. We may also suspend future bookings until any outstanding balance is settled.
3.5 Invoices and Receipts
A receipt or invoice will be provided upon request following completion of the service and receipt of payment. Please let us know at the time of booking if you require a formal invoice for business purposes.
4. Cancellation Policy
4.1 Your Right to Cancel
You have the right to cancel or reschedule your booking at any time, subject to the notice requirements and any applicable cancellation fees set out below. We understand that circumstances change and we will always try to accommodate rescheduling requests where possible.
4.2 Notice Required
We ask that you give us at least 48 hours' notice if you need to cancel or reschedule your appointment. This allows us to offer the slot to other customers and manage our schedule effectively. Notice should be given by telephone on 07700 167202 or in writing via our website.
4.3 Cancellation Fees
If you cancel with less than 48 hours' notice, a cancellation fee may apply. Where a deposit has been paid, this may be retained as the cancellation fee. Where no deposit has been paid, we reserve the right to charge a fee to cover reasonable costs incurred in preparing for your appointment. No cancellation fee will be charged if you give more than 48 hours' notice.
4.4 Our Right to Cancel or Reschedule
We reserve the right to cancel or reschedule an appointment in exceptional circumstances, including severe weather, staff illness, equipment failure or other events outside our reasonable control. In such cases, we will contact you as soon as possible and offer you an alternative appointment at a mutually convenient time. No cancellation fee will be charged to you in these circumstances.
4.5 Refunds Following Cancellation
If you have paid in full in advance and cancel with more than 48 hours' notice, you will receive a full refund. If you cancel with less than 48 hours' notice, any refund will be at our discretion and subject to the deduction of reasonable costs already incurred. Refunds will be processed within 14 days of the cancellation being confirmed.
5. Limitation of Liability
5.1 Our Liability to You
We take great care in carrying out all work and aim to deliver a high standard of service on every visit. However, our total liability to you for any claim arising from our services is limited to the value of the service provided in connection with that claim. We will not be liable for any loss or damage that was not caused by our negligence or breach of these terms.
5.2 Pre-Existing Damage and Condition
We are not responsible for any damage to furniture that is attributable to its pre-existing condition, including but not limited to worn or weakened fabric, fading, structural weakness, previous repairs or inherent defects in the material. Where we identify concerns about the condition of furniture before or during cleaning, we will bring these to your attention. If you ask us to proceed despite such concerns, we will not be held liable for any resulting damage.
5.3 Items Left in the Work Area
Please ensure that all personal belongings, ornaments, electronics and other items are removed from the work area before we arrive. We accept no responsibility for any damage to items left in or around the work area during the service.
5.4 Consequential Loss
To the fullest extent permitted by law, we exclude liability for any indirect or consequential loss arising from our services, including loss of use of furniture, loss of income or any other financial loss not directly caused by our actions.
5.5 Insurance
We hold appropriate public liability insurance to cover our operations. Details of our insurance cover are available on request. Our insurance does not cover pre-existing damage, items excluded from our service scope or losses arising from circumstances outside our control.
5.6 Consumer Rights Act 2015
Nothing in these Terms of Business affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation. If a service is not carried out with reasonable care and skill, you may be entitled to a repeat performance or a price reduction. We will always work with you to resolve any such issues fairly.
6. Complaints Procedure
6.1 How to Raise a Complaint
If you are unhappy with any aspect of our service, we want to hear from you as soon as possible. You can raise a complaint by calling us on 07700 167202 or by writing to us at 5 Brindley Pl, Birmingham B1 2JB or via our website at birminghamupholsteryandsofacleaners. Please provide as much detail as possible, including your name, contact details, the date of the service and a description of your concern.
6.2 Our Response Timeframe
We will acknowledge your complaint within 3 working days of receiving it. We aim to provide a full response or proposed resolution within 14 working days. If we need more time to investigate, we will keep you informed of our progress.
6.3 Resolution Process
Once we have investigated your complaint, we will contact you to discuss our findings and agree on an appropriate resolution. Depending on the nature of the complaint, this may include a return visit to address the issue, a partial or full refund, or another remedy that we consider fair and reasonable in the circumstances.
6.4 Escalation Options
If you are not satisfied with our proposed resolution, you may escalate your complaint in writing to a senior member of our team. We will review the matter again and provide a final written response within 14 working days of receiving your escalation.
6.5 Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint to your satisfaction, you may wish to seek independent advice or use an Alternative Dispute Resolution (ADR) scheme. You can contact the Citizens Advice Bureau for guidance on your options, or seek assistance from a relevant trade body or ADR provider. We are committed to resolving all complaints fairly and in good faith.
7. Governing Law
7.1 Applicable Law
These Terms of Business are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these terms or the services we provide will be subject to English law.
7.2 Jurisdiction
Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute arising under or in connection with these Terms of Business.
7.3 Severability
If any provision of these Terms of Business is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision will be deemed removed from these terms. The remaining provisions will continue in full force and effect and will not be affected by the removal of the invalid provision.
7.4 Entire Agreement
These Terms of Business, together with any written quotation or booking confirmation provided to you, constitute the entire agreement between you and Birmingham Upholstery and Sofa Cleaners in relation to the services booked. They supersede any previous discussions, representations or agreements, whether oral or written, relating to the same subject matter.
Contact Us
If you have any questions about these Terms of Business or wish to discuss a booking, please do not hesitate to get in touch with us.
Birmingham Upholstery and Sofa Cleaners
5 Brindley Pl, Birmingham B1 2JB
Telephone: 07700 167202
Website: birminghamupholsteryandsofacleaners