Terms and Conditions for Croydon Carpetcleaning Services
These Terms and Conditions set out the basis on which Croydon Carpetcleaning provides domestic and commercial carpet cleaning, upholstery cleaning, and related fabric-care services in the UK. By making a booking, the customer agrees to these terms in full. Please read them carefully before confirming any appointment. For clarity, the words “we”, “us” and “our” refer to the service provider, and “you” or “customer” refer to the person requesting or receiving the service.
These terms are intended to create a fair and transparent framework for the supply of carpet cleaning services. They apply to all bookings, whether made by telephone, email, online form, message, or through any authorised representative. The customer is responsible for ensuring that the information provided at the time of booking is accurate and complete, including the service address, access arrangements, room count, item list, and any known issues affecting the cleaning process.
We reserve the right to decline or cancel a booking where necessary information has not been provided, where there are safety concerns, or where the requested work falls outside the scope of our available equipment and expertise. Nothing in these terms affects your statutory rights as a consumer under UK law.
Booking Process
All carpet cleaning bookings are subject to availability. A booking is only confirmed once we have agreed the service details and provided an acceptance of the appointment date and time. Any quote or estimate given before confirmation is provided in good faith, but it may change if the customer’s information is incomplete or if the condition of the carpets, rugs, or upholstery is materially different on arrival.The booking process may involve an initial description of the areas to be cleaned, an assessment of the fabric type, and details of any stains, odours, heavy traffic wear, pet contamination, or previous treatment. The customer must disclose any special circumstances that could affect cleaning performance or safety, including fragile fibres, underfloor heating, loose fitting carpets, water sensitivity, or recent redecoration. If the customer fails to disclose relevant information, we may revise the price or refuse to proceed.
Appointment times are estimates unless explicitly stated otherwise. We aim to attend within the scheduled window, but delays can occur due to traffic, weather, equipment issues, or overruns on earlier jobs. Where possible, we will notify the customer of any significant delay. The customer must ensure that the property is accessible at the agreed time and that an authorised adult is present if required to provide access or approve the work.
Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the service. We accept the payment methods that are communicated at the time of booking. The full quoted price may be adjusted if the scope of work changes on arrival, for example where additional rooms, items, or stain-removal treatments are requested. Any extra charges will be explained before the additional work is carried out, where reasonably practicable.Our prices are normally based on the condition, size, and number of items to be cleaned, as well as the level of soiling and the type of treatment required. A quote is usually valid for a limited period only and may be withdrawn if there is a material change in circumstances. Where a deposit is requested, it will be stated at the time of booking. Deposits may be used to secure an appointment and are not automatically refundable if the customer cancels outside the permitted cancellation period or fails to provide access.
The customer agrees to pay any applicable charges promptly. If payment is not made on the day of service, we may charge reasonable administrative costs associated with recovery of the debt, subject always to applicable law. We may also suspend further work until payment arrangements are confirmed. Discounts, promotions, and special offers are subject to separate terms and may be withdrawn without notice where the offer has expired or conditions have not been met.
Cancellations, Rescheduling, and Missed Appointments
The customer may cancel or reschedule a booking by giving reasonable notice. If notice is received sufficiently in advance, we will usually offer a new appointment date. However, where a cancellation is made at short notice, or where our team has already been allocated to the booking, we may charge a cancellation fee to cover costs and lost time. Any deposit paid may be retained in whole or in part to the extent permitted by law and by the circumstances of the cancellation.If we need to cancel or rearrange a booking, we will aim to provide as much notice as reasonably possible and offer an alternative appointment. We will not be liable for delay or cancellation caused by events beyond our reasonable control, including severe weather, road closures, accidents, illness, equipment failure, utility interruptions, or other unforeseen events. In such cases, we will act reasonably and fairly to rearrange the service.
Where a customer fails to provide access, is absent at the agreed time, or is unable to proceed with the booking for reasons within their control, the appointment may be treated as a missed visit. In these circumstances, a call-out or cancellation charge may apply. Repeated missed appointments may result in refusal of future bookings. We also reserve the right to leave the site if unsafe conditions prevent work from being completed.
Service Standards and Customer Responsibilities
We carry out carpet cleaning and related services with reasonable skill and care. However, the customer acknowledges that no cleaning process can guarantee complete removal of every stain, odour, or mark, particularly where the item has already been damaged, the fibres are delicate, or previous cleaning attempts have set the problem. Cleaning results may vary according to fabric type, age, wear, prior treatment, and environmental conditions.The customer must remove valuable, fragile, or breakable items from the work area before our arrival. We do not accept responsibility for moving items that are too heavy, unsafe, or unsuitable to be relocated. If furniture is moved at the customer’s request, this is done at the customer’s risk unless otherwise agreed in writing. We recommend that the customer informs us of any hidden damage, weak flooring, or structural concerns before cleaning begins.
Where specialist stain treatment is requested, we may carry out a patch test or decline the treatment if the risk of damage is unacceptable. Customers must not attempt to use household chemicals on treated areas before or after our visit without first checking suitability, as this may affect cleaning outcomes and may invalidate any complaint about the original service.
Liability and Limitations
We will take reasonable care when working in your property, but our liability is limited to direct loss or damage caused by our negligence or breach of these terms. We are not responsible for indirect, consequential, or economic losses, including loss of profit, loss of business, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.Because carpet cleaning involves water, chemicals, suction, and mechanical equipment, there is an inherent risk of temporary dampness, colour variation, texture change, or residual odour while items dry. Drying times can vary significantly depending on ventilation, fabric type, weather, and heating. The customer is responsible for allowing adequate drying time and for keeping people, pets, and furniture away from damp areas until it is safe to return them to normal use.
If a claim is made, the customer must notify us within a reasonable time and must provide evidence of the issue so that we can investigate. We may inspect the area, request photographs, and be given a reasonable opportunity to remedy the matter before any third-party repair or replacement is arranged. Any remedy may, at our discretion and where appropriate, consist of re-cleaning, partial refund, or another reasonable corrective measure.
Waste Regulations and Environmental Compliance
We operate in accordance with applicable UK waste and environmental requirements. Any waste removed as part of our service, such as disposable cloths, residue, or packaging associated with the work, will be handled responsibly. Where we transport waste or dispose of contaminated materials, we will do so in line with relevant waste regulations and duty-of-care obligations. Customers must not ask us to remove prohibited materials, hazardous waste, or any item that requires a specialist licence unless we have explicitly agreed to do so and are legally permitted to handle it.The customer is responsible for informing us about any known contamination, biological waste, sharps, strong chemicals, mould, pests, or other hazardous conditions before the visit. We may refuse to proceed if conditions are unsafe or if the premises contain waste that cannot be lawfully or safely managed within the scope of a standard carpet cleaning service. If an unsafe item or substance is discovered during the job, we may stop work immediately and leave the area secure if reasonably possible.
Environmental responsibility is part of our service approach, and we may use water-efficient equipment and suitable cleaning agents where practical. However, we cannot guarantee that all stains or residues can be removed without some use of specialist products. The customer acknowledges that disposal requirements may vary depending on the nature of the job and the materials involved.
Complaints, Remedies, and Governing Law
If the customer is unhappy with any aspect of the service, they should raise the issue as soon as reasonably possible so that we can assess the matter. We may ask for images, drying time to elapse, or access for inspection. We will review complaints fairly and in line with our obligations under consumer law. No complaint will be considered invalid simply because a customer has paid for the service; payment does not remove the right to raise a genuine issue.Where a genuine defect in service is established, we will decide on a suitable remedy in a reasonable and proportionate way. Depending on the facts, this may include a return visit, partial reimbursement, or another appropriate correction. Our responsibility is limited to the service supplied by us and does not extend to pre-existing damage, hidden defects, or problems caused by third parties, misuse, or unsuitable aftercare.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or any booking shall be dealt with by the courts of England and Wales, unless mandatory consumer rights provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in force.
