Croydon Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Croydon Carpet Cleaning provides professional cleaning services to residential and commercial customers. By booking or accepting a service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or company booking or receiving the services.

Company means Croydon Carpet Cleaning, the provider of the services.

Services means any carpet, rug, upholstery, hard floor, mattress or related cleaning services provided by the Company, including inspection and stain treatment.

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

Technician means an employee, contractor or representative of the Company who carries out the services.

2. Scope of Services

The Company provides professional cleaning services within its operational area, including Croydon and surrounding districts, subject to availability and reasonable access. The exact services to be provided, including the type of cleaning, areas to be treated and any additional tasks, will be confirmed at the time of booking or in a booking confirmation.

The Company reserves the right to refuse or discontinue services where conditions at the premises are unsafe, unhygienic beyond what is reasonably expected for professional cleaning, or where access is restricted or hazardous. In such cases, the Company will discuss alternatives with the Customer and may charge a call-out or cancellation fee as set out in these Terms and Conditions.

3. Booking Process

Bookings may be requested by the Customer via the Company’s accepted communication channels. A booking is only confirmed when the Company has accepted the request and provided a confirmation of the appointment date, time window, and the type of service to be carried out.

For larger or specialist jobs, the Company may require a site visit, photographs, or a detailed description of the areas to be cleaned before confirming the booking and price. Any estimate provided prior to inspection is an approximate guide only and may be revised following an on-site assessment.

The Customer is responsible for providing accurate information about the premises, including the number and size of rooms or items to be cleaned, the type of flooring or fabric, the presence of heavy staining, pet soiling, or any structural or access issues.

The Company may require a deposit or pre-authorisation to secure certain bookings, particularly for longer jobs, special treatments, or peak time appointments. Any such requirement will be communicated prior to confirmation.

4. Access to the Premises

The Customer must ensure that the Technician has safe and adequate access to the premises at the agreed time, including access to parking where reasonably available. Any parking charges incurred in order to carry out the services may be added to the Customer’s invoice.

The Customer must ensure that someone authorised is present at the premises to grant access, or that arrangements have been made for secure key collection. Where the Technician arrives and is unable to gain access within a reasonable time, this may be treated as a late cancellation and a call-out or cancellation fee may apply.

The Customer is responsible for ensuring that the premises have a working supply of electricity and water, and that areas to be cleaned are reasonably free from clutter, breakable items, and personal belongings. The Company reserves the right to decline to move heavy or fragile furniture, or any item that could pose a risk of damage or injury.

5. Customer Obligations and Preparation

The Customer must inform the Company of any known risks at the premises, including loose flooring, unstable furniture, exposed electrical wiring, or any health and safety hazards.

The Customer should vacuum carpets and clear surfaces where reasonably possible before the Technician arrives, unless pre-arranged otherwise. Where significant additional time is required to prepare an area due to clutter or excessive soiling, the Company may adjust the quoted price or limit the scope of work.

The Customer must advise the Company of any previous damage, wear, or weaknesses in carpets, rugs, upholstery, or flooring, including shrinkage, colour fading, loose seams, or delamination. The Company will not be liable for pre-existing damage that becomes more apparent as a result of cleaning.

6. Prices, Estimates and Quotations

Prices for services are based on the information provided by the Customer and may be confirmed via written quotation or verbal agreement. All prices are quoted in pounds sterling and may be inclusive or exclusive of any applicable taxes, as specified at the time of booking.

Where the actual condition, size, or nature of the work differs from that described at the time of booking, the Company reserves the right to adjust the price to reflect the additional work or time required. The Technician will inform the Customer before commencing work if a significant price change is necessary.

Any promotional offers or discounts are subject to availability and specific conditions, and may be withdrawn or amended at any time. Only one offer or discount may be applied per booking, unless otherwise agreed.

7. Payments

Unless agreed otherwise in writing, payment is due in full on completion of the services. The Company accepts payment by the methods communicated to the Customer at the time of booking or by the Technician on site.

For regular commercial accounts or approved business customers, alternative payment terms may be agreed in writing. Where such terms apply, invoices must be paid within the specified period. The Company reserves the right to charge interest or late payment fees on overdue amounts in accordance with applicable legislation.

The Customer must ensure that sufficient funds are available for any card payments or transfers, and that any deposit is paid by the agreed deadline. Failure to pay a required deposit may result in cancellation of the booking.

8. Cancellations, Rescheduling and No-Show Fees

The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid a cancellation charge, the Customer must give at least 24 hours notice prior to the scheduled appointment time, unless a longer period is specified for large or specialist jobs.

Where a booking is cancelled with less than the required notice, or where the Technician is unable to gain access to the premises at the scheduled time through no fault of the Company, the Company may charge a cancellation or call-out fee. This fee may be up to a reasonable proportion of the quoted service price, taking into account the time reserved and any costs incurred.

The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, vehicle breakdown, hazardous weather, or events beyond its control. In such cases, the Company will offer the earliest reasonably available alternative appointment. The Company will not be liable for any indirect losses arising from such cancellation or rescheduling.

9. Service Standards and Limitations

The Company aims to provide services with reasonable care and skill, using methods and products appropriate for the surfaces and materials being treated. However, the Customer acknowledges that certain stains, odours, or damage may be permanent and cannot be fully removed by cleaning.

The Company does not guarantee complete removal of all stains, marks, or odours, particularly where they have been present for a long time, have been treated with inappropriate products, or have penetrated underlay, padding, or subflooring. The Technician will use professional judgement to determine which treatments are suitable and safe.

Where the Customer requests the use of specific products or methods that differ from the Technician’s recommendations, the Company accepts no liability for any resulting damage or reduced effectiveness of the cleaning.

10. Liability

The Company will take reasonable care to avoid damage to the Customer’s property and possessions while carrying out the services. Any damage that is directly and solely caused by the negligence of the Company or its Technicians will be considered on a case-by-case basis, and the Company may, at its discretion, repair the damage, arrange a replacement, or offer fair compensation.

The Company’s liability for any loss or damage arising out of or in connection with the services shall, to the fullest extent permitted by law, be limited to the total price paid or payable for the specific service in question. The Company shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of use, or loss of opportunity.

The Company shall not be liable for claims arising from wear and tear, age-related deterioration, pre-existing damage, poor installation, manufacturing defects, colour loss or migration, shrinkage where the risk is inherent in the material, or damage arising where the Customer has failed to provide relevant information about the condition of carpets, rugs, upholstery, or flooring.

Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

11. Complaints and Service Issues

The Customer should inspect the work as soon as reasonably possible after completion. If the Customer is not satisfied with any aspect of the service, they should notify the Company promptly, ideally within 24 hours of completion.

The Company will review any complaint or concern and may request photographs, further information, or a follow-up visit to the premises. Where the Company considers that the complaint is justified and relates to the quality of the service, the Company may, at its discretion, re-clean the affected area or provide a partial refund. A re-clean will normally be offered before any financial adjustment is considered.

The Company will not be responsible for issues reported more than a reasonable time after the service, particularly where further wear, spills, or other events may have occurred after the Technician has left the premises.

12. Waste Handling and Environmental Compliance

The Company will handle and dispose of any waste generated in the course of providing the services in accordance with applicable waste and environmental regulations. This includes, where relevant, the correct handling of dirty water, contaminated materials, and any disposable items used during cleaning.

The Company will not remove general household rubbish, construction debris, or bulky waste from the premises, unless explicitly agreed as part of a separate service and in compliance with relevant regulations.

The Customer is responsible for ensuring that any hazardous materials, including sharp objects, clinical waste, or chemical residues, are safely removed or clearly identified before the service begins. The Company reserves the right to refuse to handle or remove materials that fall outside the scope of normal cleaning waste.

13. Insurance

The Company maintains insurance cover appropriate for its operations, including public liability insurance. Details of cover may be provided to the Customer on reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond the limits set out in these Terms and Conditions.

14. Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, accidents, acts of terrorism, strikes, or interruption of utilities.

15. Personal Data and Privacy

The Company may collect and process personal data necessary to arrange and provide the services, including the Customer’s name, address, and contact details. This information will be used solely for the purposes of managing bookings, delivering services, handling payments, and dealing with any queries or complaints, in accordance with applicable data protection legislation.

The Company will take reasonable steps to keep personal data secure and will not sell or share such data with third parties except where necessary to provide the services, process payments, or comply with legal obligations.

16. Changes to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, improvements to services, or operational requirements. The version in force at the time of booking will apply to that particular service, unless a change is required by law or regulation.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

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, including any non-contractual disputes or claims.

18. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or regulatory authority, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

Failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the services and supersede any prior discussions, understandings, or agreements.