Carpet Cleaners Croydon Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Croydon provides professional carpet and related cleaning services to residential and commercial customers within its service area. By making a booking, you agree that you have read, understood, and accepted these Terms and Conditions. If you do not agree, you must not proceed with a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply.

Company means Carpet Cleaners Croydon, the provider of cleaning services.

Customer means any individual, business, or organisation that requests or receives services from the Company.

Premises means the property or area where the services are to be carried out.

Services means carpet cleaning and any other related cleaning or treatment services agreed between the Company and the Customer.

Booking means a confirmed appointment for the Company to provide services at the Premises.

2. Scope of Services

The Company provides carpet cleaning and associated cleaning services within its designated service area. The specific services to be performed are as described at the time of booking and in any written confirmation provided to the Customer.

All services are provided using reasonable care and skill and in accordance with professional standards for carpet and soft furnishing cleaning. However, results may vary depending on the age and condition of materials, prior cleaning or treatments, staining, and the type of fibres and backing.

The Company does not guarantee complete removal of all stains, odours, or marks. Some permanent discolouration or damage cannot be reversed through cleaning. Where appropriate, the technician will advise the Customer on what results may reasonably be expected.

3. Booking Process

3.1 Bookings can be requested by the Customer through the Company’s approved contact channels established for arranging appointments. A booking is only considered confirmed when the Company has provided explicit confirmation of the date, time, and scope of the services.

3.2 The Customer is responsible for providing accurate information about the Premises and the areas to be cleaned, including approximate sizes, number of rooms or items, type of flooring or furnishings, and any known issues such as heavy soiling, infestations, or damage.

3.3 The Company reserves the right to amend or refuse a booking if the information supplied is inaccurate or incomplete, or if the Premises or conditions present health or safety risks to the technician.

3.4 Any estimated time for completing the services is an approximation only. The Company will use reasonable endeavours to adhere to agreed time windows, but delays may occur due to traffic, previous appointments, or unforeseen circumstances. Where possible, the Company will inform the Customer of any significant delay.

4. Access to the Premises

4.1 The Customer must ensure that the technician has safe and sufficient access to the Premises at the agreed time. This includes arranging parking where reasonably possible and ensuring that any entry codes, keys, or access instructions are accurate and provided in advance if necessary.

4.2 The Customer must ensure that electricity and, where required, a water supply are available throughout the service visit. If the technician is unable to proceed due to lack of access, utilities, or unsafe conditions, the visit may be treated as a late cancellation and charges may apply.

4.3 The Customer is responsible for moving small and light furniture where they wish the area beneath to be cleaned. Technicians will not move heavy, fragile, or valuable items such as large wardrobes, entertainment units, pianos, aquariums, or items containing breakables, unless expressly agreed on site and only where it is safe to do so.

5. Customer Responsibilities

5.1 The Customer must ensure that the Premises are reasonably prepared for cleaning. This includes removing personal items, toys, clothes, and other obstructions from floors and the areas to be cleaned.

5.2 The Customer must inform the Company in advance of any known issues that could affect the work, including but not limited to loose carpet fittings, damaged seams, unstable furniture, fragile fittings, prior cleaning attempts, or the use of home cleaning chemicals or stain removers.

5.3 The Customer must keep children, pets, and other occupants away from the areas being cleaned and from the equipment in use, both during the cleaning process and while surfaces remain damp or drying. The Company is not liable for accidents arising from the failure to supervise children or pets.

5.4 After services are completed, the Customer must follow any reasonable care and drying instructions provided by the technician, including guidance on ventilation, walking on damp carpets, and the use of furniture protectors.

6. Pricing and Quotations

6.1 Prices are typically based on the size and condition of the areas or items to be cleaned and the services requested. Any quotation given prior to arrival is an estimate only, based on information provided by the Customer.

6.2 The technician may confirm or adjust the final price on arrival at the Premises, once the actual condition, size, and access are assessed. If the revised price is not acceptable, the Customer may decline the service before any work begins, in which case no cleaning fee will be charged. The Company reserves the right to charge a reasonable call-out fee where appropriate.

6.3 All prices are quoted in pounds sterling. If applicable, any taxes or statutory charges will be clearly stated or included in the quoted price, as required by law at the time of booking.

7. Payments and Deposits

7.1 Payment is due in full upon completion of the services, unless otherwise agreed in writing. The Company will inform the Customer of accepted payment methods in advance or on arrival.

7.2 The Company may require a deposit or advance payment to secure a booking, particularly for larger jobs or commercial contracts. Any such requirement will be communicated at the time of booking.

7.3 Where invoicing is agreed, payment terms will be specified on the invoice. Unless otherwise specified, invoices are due for payment within 7 calendar days of the invoice date.

7.4 The Company reserves the right to charge interest or late payment fees on overdue amounts as permitted under applicable UK law, and to suspend further services until outstanding balances are settled.

8. Cancellations, Rescheduling, and No-Show Policy

8.1 The Customer may cancel or reschedule a booking by giving the Company reasonable advance notice. Unless otherwise agreed, at least 24 hours notice is required for standard residential bookings, and at least 48 hours for larger or commercial bookings.

8.2 If the Customer cancels or reschedules with less than the required notice, the Company may charge a late cancellation fee. This may be a set amount or a percentage of the quoted price, depending on the nature of the booking.

8.3 If the Customer fails to provide access to the Premises at the agreed time, or the technician is unable to proceed due to circumstances within the Customer’s control, the visit may be treated as a cancellation and a fee may be charged.

8.4 The Company reserves the right to cancel or reschedule a booking in the event of unforeseen circumstances, such as technician illness, equipment failure, adverse weather, or incidents affecting safety or access. In such cases, the Company will seek to provide as much notice as reasonably possible and offer an alternative appointment. The Company is not liable for any indirect loss arising from such cancellation.

9. Service Standards and Limitations

9.1 The Company will endeavour to carry out services to a high professional standard. However, certain limitations apply.

9.2 The Company cannot guarantee that all stains, marks, or odours will be removed. Factors such as the age of the stain, type of substance, previous cleaning attempts, and the nature of the carpet or fabric can limit the achievable results.

9.3 Shrinkage, colour changes, or pile distortion can occasionally occur, especially where carpets or fabrics have pre-existing issues, inadequate fitting, or are not colourfast. Where there is a known risk, the technician will advise the Customer before proceeding, and the Customer’s decision to proceed will be taken as acceptance of that risk.

9.4 The Customer is responsible for checking the completed work while the technician is still on site, where reasonably possible. Any concerns should be raised promptly so that they can be addressed.

10. Liability and Insurance

10.1 The Company holds appropriate insurance cover as required for the provision of cleaning services within the UK. Details of insurance can be made available upon reasonable request.

10.2 The Company will not be liable for pre-existing damage, wear, stains, or defects, nor for any deterioration that becomes apparent during cleaning. This includes but is not limited to loose seams, weakened fibres, sun damage, or previous bleaching or chemical treatments.

10.3 The Company’s liability for any proven damage caused directly by its negligence will, to the fullest extent permitted by law, be limited to the cost of repair or replacement of the affected item, up to a reasonable maximum having regard to the item’s age and condition.

10.4 The Company is not liable for indirect or consequential losses, including loss of profits, loss of business, or loss of use of the Premises, arising from the provision of services or any cancellation or delay.

10.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded under UK law.

11. Waste Handling and Regulations

11.1 The Company will handle and dispose of any waste generated in the course of providing services in accordance with applicable UK laws and regulations, including any regulations relating to trade waste and environmental protection.

11.2 Where practical, minor waste such as vacuumed dry soil and residues may be left for disposal through the Customer’s normal household or business waste system. Where this is not appropriate, the Company will remove such waste for lawful disposal.

11.3 The Company does not accept responsibility for the removal or disposal of large items, hazardous substances, or waste that is not directly generated by its services, unless specifically agreed in writing and compliant with relevant regulations.

12. Health and Safety

12.1 The Company will take reasonable steps to ensure that all services are carried out safely and in accordance with relevant health and safety regulations.

12.2 The Customer must inform the Company of any health and safety risks at the Premises, including loose floor coverings, trip hazards, inadequate lighting, or the presence of hazardous substances.

12.3 The Customer must cooperate with the Company’s reasonable health and safety instructions, including restricting access to work areas, particularly for children, vulnerable persons, and pets.

13. Complaints and Dispute Resolution

13.1 If the Customer is dissatisfied with any aspect of the services provided, they should notify the Company as soon as reasonably possible, ideally within 48 hours of completion, describing the issue in detail.

13.2 The Company will investigate any complaint and may, at its discretion, arrange a revisit to inspect or attempt to rectify the issue where appropriate. The availability and nature of any remedy will depend on the circumstances and the cause of the issue.

13.3 If a dispute cannot be resolved directly between the parties, either party may seek further advice or pursue any legal remedies available under UK law.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data from Customers only to the extent necessary to provide services, manage bookings, process payments, and handle enquiries or complaints.

14.2 The Company will keep such data secure and will not sell or disclose it to third parties except as required by law or where necessary to deliver the services, for example to payment processors, and always in compliance with applicable data protection legislation in the UK.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect from the date on which they are published or otherwise communicated to Customers.

15.2 The Terms and Conditions in force at the time of your booking will apply to that booking, unless a change is required by law or regulatory guidance.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and interpreted in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the services provided, or any booking made with the Company.

17. Severability

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

18. Entire Agreement

18.1 These Terms and Conditions, together with any written confirmation or agreement relating to a specific booking, constitute the entire agreement between the Company and the Customer in relation to the services provided, and supersede any previous understandings or agreements, whether written or oral.

By proceeding with a booking and allowing the Company to provide services at the Premises, the Customer confirms acceptance of these Terms and Conditions.