Terms and Conditions for Croydon Carpet Cleaners

These Terms and Conditions govern the provision of carpet, upholstery, rug, and related cleaning services by Croydon Carpet Cleaners (“we”, “us”, “our”). By making a booking, you (“the customer”, “you”, “your”) agree to be bound by these terms. Please read them carefully before confirming any service. These terms apply to domestic and commercial customers unless otherwise agreed in writing. They are intended to set out, in clear and practical terms, how bookings are made, how payment is handled, what happens if a job is cancelled or rescheduled, and the limits of our responsibility.

These terms form the basis of the contract between the customer and the cleaning service. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force and effect. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply. In the event of a conflict between any written quotation and these terms, the quotation will prevail only to the extent that it expressly states otherwise.

We may update these terms from time to time to reflect changes in our services, applicable law, or operational requirements. Any revised version will apply to future bookings only, unless we agree otherwise. The version in force at the time of booking will normally govern that booking. Customers are responsible for reviewing the terms before confirming a new appointment.

1. Booking Process

A booking is made when you provide the necessary details for us to assess the job and we confirm availability. Depending on the service requested, we may ask for information such as the type of flooring or fabric, the approximate room size, the number of items to be cleaned, the level of soiling, and any access issues that may affect performance. This information helps us provide an accurate estimate and ensure that the cleaning method is suitable.

Any quotation provided before inspection is based on the information you supply. If the actual condition of the items, the area, or the property differs from what was described, we reserve the right to adjust the price, change the scope of work, or decline the service if carrying out the work would be unsafe, impractical, or outside our capability. A quotation is not a binding offer until we have confirmed the booking.

Bookings may be subject to availability, minimum charges, parking constraints, and access requirements. You are responsible for ensuring that the service area is ready for cleaning at the agreed time. This includes moving fragile items, clearing surfaces where reasonably necessary, and ensuring that water, electricity, and safe access are available. Where preparation is required and not completed, the service may be delayed, limited, or rescheduled.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in delivering the requested cleaning service. However, cleaning outcomes can vary depending on the age, material, condition, and prior treatment of items and surfaces. Some stains, marks, odours, or wear may not be fully removable. We do not guarantee complete removal of all contamination, especially where the affected material has already deteriorated or where staining has permanently altered fibres or finishes.

You must tell us in advance about any special circumstances that may affect the job, including delicate materials, hidden damage, infestation, mould, pets, electrical hazards, or items requiring specialist treatment. If you withhold relevant information, we are not responsible for any resulting reduction in quality or damage caused by circumstances that were not disclosed. Where appropriate, we may refuse to clean items that are unsuitable or unsafe to treat using standard methods.

You agree to supervise children, pets, and other persons present during the service and to keep them away from equipment and treated areas where necessary. Our operatives may need reasonable access to the property and to the items being cleaned. If access is restricted or the environment is unsafe, we may pause or stop the work until the issue is resolved. Any delay caused by incomplete preparation or restricted access may still be chargeable.

3. Payments and Charges

Payment terms will be confirmed at the point of booking or in the quotation. Unless stated otherwise, payment is due upon completion of the service on the same day. We may require a deposit, part payment, or pre-authorisation for certain larger or repeat bookings. All prices quoted are in pounds sterling and may be subject to VAT where applicable. Any additional charges arising from extra work, unexpected contamination, or changes requested by you during the visit will be communicated where reasonably possible before the extra work is carried out.

Accepted payment methods may include card payment, bank transfer, cash, or other methods agreed in advance. If a payment is declined, reversed, or not received in full, we may suspend future services and recover any costs reasonably incurred in chasing the outstanding sum. Late payment may result in administrative charges and, where permitted by law, interest on overdue amounts. You are responsible for ensuring that the payer authorises the transaction and that sufficient funds are available.

Any discounts, promotional offers, or special prices are offered at our discretion and may be withdrawn or amended without notice for future bookings. Discounts cannot normally be combined unless expressly stated. If a quotation is based on an estimated duration or scope, the final price may differ if the actual work takes materially longer or covers more items than originally described. We will act reasonably and transparently when applying any adjustment.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice as early as possible. Where a cancellation is made with sufficient notice, we may, at our discretion, waive any charge or allow the deposit to be transferred to a new date. If you cancel at short notice, fail to provide access, or are not present when required, we may charge a cancellation fee or retain part or all of any deposit to cover our costs and lost time.

We also reserve the right to cancel or reschedule a booking where circumstances beyond our control make performance impractical or unsafe. These may include adverse weather affecting travel or drying times, equipment failure, staff illness, emergencies, or the discovery of conditions that make the service unsuitable. In such cases, we will seek to offer a new appointment. Our liability for cancellation in these circumstances is limited to refunding any advance payment already made for the unused service, unless otherwise required by law.

If a booking is missed because of incorrect information supplied by you, including incorrect address details, access instructions, or contact information, any wasted travel or administration time may be charged. We encourage customers to notify us promptly of any change in circumstances so that the booking can be managed efficiently. Repeated short-notice cancellations may affect the availability of future appointments.

5. Liability and Limitations

We will take reasonable care when working in your property and will use suitable products and equipment for the task. However, certain risks are inherent in professional cleaning. These may include slight changes in texture, pile, colour fastness, drying times, minor residual odour, or pre-existing weakness in materials becoming visible after cleaning. Such outcomes are not necessarily evidence of negligence. We are not responsible for wear, fading, shrinkage, or deterioration caused by age, manufacturing defects, previous cleaning attempts, or hidden conditions.

Our liability for loss or damage will be limited to direct losses that are reasonably foreseeable and caused by our proven negligence or breach of contract. We will not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, inconvenience, or distress, 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, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

If you believe we have caused damage, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service is completed. You should allow us the opportunity to inspect the issue, which may include obtaining photographs, details of the affected item, and any relevant treatment history. Failure to report a claim promptly may affect our ability to investigate and may limit any remedy available.

6. Waste Regulations and Environmental Responsibility

We operate in accordance with applicable UK waste and environmental requirements. During the course of cleaning, some waste materials may be produced, including removed soil, contaminated cloths, disposable filters, packaging, and residues from pre-treatment or spot treatment. We will handle such waste responsibly and dispose of it in a lawful and environmentally appropriate manner where disposal falls within our operational responsibility.

Where a job creates waste that remains the customer’s responsibility, you agree to manage it in compliance with the relevant waste rules. This may include arranging for lawful disposal of bulky waste, old furnishings, contaminated soft furnishings, or items that cannot be reused. We do not accept responsibility for waste generated by items that are unsafe, prohibited, or unsuitable for treatment unless we have expressly agreed otherwise in writing. We may refuse to remove or dispose of materials that require specialist handling, licensing, or separate collection.

You must not ask us to dispose of hazardous or restricted materials unless we have confirmed in advance that we are authorised and equipped to do so. Prohibited materials may include chemicals, asbestos-containing items, sharps, medical waste, and other regulated substances. If such materials are discovered during a service, we may stop work immediately and take appropriate steps to ensure safety. Any additional cost associated with lawful handling, segregation, or disposal will be chargeable where permitted.

7. Complaints and Rectification

If you are dissatisfied with any part of the service, you should inform us promptly so we can review the matter. We may ask for supporting information, including photographs or a description of the concern. Where a complaint is accepted, we may offer to revisit the property and carry out reasonable rectification work at our discretion. Any such visit does not amount to an admission of liability.

We will not be responsible for complaints arising from conditions outside our control, including untreated pre-existing damage, unavoidable variations in fabric condition, or results that differ because of information that was incomplete or inaccurate. A rectification visit will not be offered where the issue arises from normal and expected limitations of the cleaning process, or where the item cannot reasonably be improved further by additional cleaning.

Any remedy provided will be proportionate to the circumstances and may include re-cleaning, adjustment of the invoice, or other appropriate action. Our decision on the most suitable remedy will be made fairly and in good faith, taking account of the nature of the work, the alleged issue, and any evidence provided by the customer.

8. Ownership, Access, and Risk

Risk in items cleaned by us remains with you at all times except where damage is caused directly by our negligence or breach of contract. You should ensure that valuable, fragile, or irreplaceable items are removed from the work area before the service begins. We are not responsible for items left in locations where they may be damaged by normal cleaning activity, accidental movement, or moisture exposure, unless we have agreed in writing to take special care of those items.

Where we move furniture or objects as part of the service, this will be done on a reasonable basis and only where practicable and safe. We may decline to move heavy, unstable, antique, or electrically connected items. Any furniture moved at your request should be returned to approximately its original position, but we do not guarantee exact placement. You should allow sufficient drying time before replacing furniture, rugs, or other items on treated surfaces.

The customer accepts responsibility for ensuring that the property is suitable for the service being provided. This includes informing us of concealed risks such as fragile flooring, loose fittings, water damage, or sensitive finishes. If we identify a risk during the visit, we may adapt the method, reduce the scope of work, or stop the service to prevent damage. Any decision made for safety reasons will be considered reasonable unless clearly shown otherwise.

9. Governing Law and General Provisions

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If you are contracting as a consumer and mandatory law gives you additional rights, those rights remain unaffected.

No failure or delay by us in enforcing any right or provision under these terms shall constitute a waiver of that right or provision. You may not assign or transfer your rights under the contract without our prior written consent. We may transfer our rights and obligations where such transfer does not materially affect your rights under the contract. These terms, together with the accepted quotation or booking confirmation, form the entire agreement between the parties in relation to the service.

For clarity, headings are included for convenience only and do not affect interpretation. Any reference to a statute or legal requirement includes any amendment, re-enactment, or replacement of that law. If you have any questions about these terms before booking, you should raise them so that any concerns can be addressed before the service is confirmed.