Terms and Conditions for Croydon Carpet Cleaners
These Terms and Conditions set out the basis on which Croydon Carpet Cleaners provides carpet, upholstery and related cleaning services to domestic and commercial customers. By booking a service, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Customer or you means the individual, business or organisation requesting and receiving services from Croydon Carpet Cleaners.
1.2 Company, we or us means Croydon Carpet Cleaners, the provider of the cleaning services.
1.3 Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, odour treatment, and any other related cleaning or ancillary services agreed between the Customer and the Company.
1.4 Premises means the property or location where the Services are to be carried out.
1.5 Booking means a confirmed request for Services accepted by the Company, whether made by telephone, online form, or other agreed method.
1.6 Visit means the attendance of the Company at the Premises for the purpose of providing the Services.
2. Scope of Services
2.1 The Company will provide the Services with reasonable care and skill, using suitable cleaning methods, equipment and products appropriate to the items and areas to be cleaned, as assessed by the technician on arrival.
2.2 All Services are subject to a pre-inspection of the items and areas to be cleaned. The technician will assess fabric type, construction, condition, level of soiling, and any visible damage or risk factors. Based on this assessment, the technician may adapt the cleaning method or decline to clean items that, in their professional opinion, are unsuitable for treatment.
2.3 The Company does not guarantee that all stains, marks, odours or discolouration will be removed in full. Certain stains may be permanent or only partially removable due to factors such as age, prior treatment, type of fibre, or prior damage.
2.4 The Customer is responsible for informing the Company of any known issues that may affect cleaning, including but not limited to prior damage, colour-run, shrinkage, loose seams or fraying, weak backing, or previous use of incompatible cleaning products.
2.5 The Company provides Services within its standard operating area, which includes Croydon and surrounding locations. Bookings outside the usual service radius may be accepted at the Company’s discretion and may be subject to additional travel or minimum call-out charges.
3. Booking Process
3.1 Bookings can be requested by telephone or through the Company’s online enquiry channels. A Booking is not confirmed until the Company has provided a booking confirmation and, where required, received a deposit.
3.2 At the time of booking, the Customer must provide accurate information about the Premises and the items to be cleaned, including approximate room sizes or number of items, type of materials, access details, parking arrangements, and any particular issues or concerns.
3.3 The Company reserves the right to amend the quoted price if the information supplied at the time of booking is materially inaccurate or incomplete. If the Customer does not accept the revised price, the Company may cancel the Booking without liability other than the refund of any deposit already paid.
3.4 The Customer must ensure that an adult with authority to grant access and approve the work is present at the Premises at the agreed time of the Visit, unless explicitly agreed otherwise.
4. Pricing, Quotes and Additional Work
4.1 Prices are generally provided as fixed quotations based on information supplied by the Customer, or as standard rates per room, per item, or per square metre. All pricing arrangements will be confirmed in advance of the Visit wherever reasonably possible.
4.2 Quotations are valid for a limited period as specified at the time of issue or, if not otherwise stated, for 30 days from the date provided.
4.3 If, upon arrival, the technician finds that the work required is substantially different in scope from that originally described, the Company may offer an updated price before proceeding. If the Customer does not agree to the updated price, the Company may cancel the Visit and may charge a reasonable call-out fee to cover time and travel.
4.4 Any additional services requested on the day of the Visit that were not included in the original quotation may be charged separately at the Company’s prevailing rates.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due in full immediately upon completion of the Services at the Premises.
5.2 The Company accepts payment methods as notified to the Customer at the time of booking. The Customer is responsible for ensuring that an accepted payment method is available on the day of the Visit.
5.3 For certain bookings, particularly larger or commercial jobs, the Company may require a deposit before confirming the Booking. The deposit amount and payment deadline will be communicated to the Customer.
5.4 Invoices issued to business or commercial Customers are payable within the payment terms stated on the invoice. If no terms are specified, payment will be due within 14 days of the invoice date.
5.5 The Company reserves the right to charge interest on overdue amounts at the statutory rate permitted under applicable UK law, as well as reasonable costs of debt recovery.
6. Cancellations, Rescheduling and Access
6.1 If the Customer needs to cancel or reschedule a Booking, the Customer must notify the Company as soon as reasonably possible.
6.2 Cancellations or rescheduling made with more than 48 hours notice before the scheduled Visit will normally be accepted without charge. Where a deposit has been taken, it may be transferred to the new Booking date at the Company’s discretion.
6.3 Cancellations or rescheduling made with less than 48 hours notice may incur a late cancellation fee up to a reasonable proportion of the quoted price, to cover the Company’s administrative, travel and lost appointment costs.
6.4 If the technician arrives at the Premises at the agreed time and is unable to gain access, or the Visit cannot proceed for reasons within the Customer’s control, the Company may charge a call-out fee or a cancellation fee up to the full estimated value of the Visit.
6.5 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, vehicle breakdown or equipment failure. In such cases, the Company will notify the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any indirect losses arising from such a cancellation or rescheduling.
7. Customer Obligations
7.1 The Customer must provide safe and reasonable access to the Premises, including any necessary codes or instructions, and must ensure that the areas to be cleaned are reasonably clear of personal items, fragile objects and clutter.
7.2 The Customer is responsible for moving light furniture and smaller items, unless expressly agreed that the Company will assist. The Company does not move heavy, valuable or fragile items such as pianos, large cabinets, or electrical equipment, and will not be liable for damage arising from attempts to move such items.
7.3 The Customer must ensure adequate lighting, electricity and, where relevant, water supply are available at the Premises during the Visit.
7.4 Children and pets should be kept away from work areas, equipment and recently cleaned surfaces for safety and to avoid re-soiling or damage.
8. Liability and Limitations
8.1 The Company will exercise reasonable care and skill when providing the Services. However, certain risks are inherent in cleaning processes and the Customer accepts that some wear, colour loss, shading, pile distortion, or texture changes may be unavoidable, particularly where items are old, heavily soiled, previously damaged or made from delicate fibres.
8.2 The Company will not be liable for:
a any pre-existing damage, defects, wear or deterioration;
b damage resulting from inaccurate or incomplete information supplied by the Customer;
c issues arising from prior use of incompatible cleaning agents or treatments not applied by the Company;
d shrinkage, colour loss or damage where items lack proper labels, care instructions or where the manufacturer’s recommended cleaning methods are inherently unreliable or impractical;
e indirect or consequential loss, including loss of profit, business interruption, or loss of enjoyment.
8.3 In the event of proven damage caused directly by the negligence of the Company, the Company’s liability will be limited, at its option, to one of the following:
a rectifying the damage by further treatment or repair, where reasonably practicable; or
b compensating the Customer for the actual loss up to the current fair value of the damaged item, having regard to age, condition and normal depreciation, subject always to an overall cap equal to the price paid for the relevant Services.
8.4 Nothing in these Terms and Conditions shall limit or exclude 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 be limited or excluded under applicable law.
9. Stain Treatment and Results
9.1 The Company will use appropriate professional products and techniques to attempt removal or reduction of stains. However, stain removal cannot be guaranteed and some stains may remain visible or may only lighten.
9.2 The Customer acknowledges that certain substances, including but not limited to strong dyes, bleaches, acids, alkalis, inks and pet urine, may cause permanent damage or discolouration that cleaning cannot reverse.
9.3 The Company is not responsible for reappearance of stains caused by substances wicking up from deeper layers of the carpet or underlay after cleaning, or for new stains occurring after the Visit.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of its own waste materials, such as used cleaning solutions and collected soil, in accordance with applicable UK environmental and waste regulations.
10.2 Any hazardous materials discovered at the Premises, including but not limited to significant mould, asbestos, chemical spills or biological hazards, must be reported immediately. The Company may stop work if there is a risk to health or safety, and the Customer may be referred to appropriate specialist contractors.
10.3 The Company will not remove or dispose of the Customer’s general household or commercial waste, furniture or fixtures unless expressly agreed in advance as part of a separate service. Any such separate service will be subject to compliance with relevant waste carrier and disposal regulations.
11. Complaints and Inspection
11.1 The Customer is encouraged to inspect the work on completion of the Visit while the technician is still on site. Any immediate concerns should be raised directly with the technician so they can, where possible, be addressed straight away.
11.2 If the Customer is not present at completion, or if issues become apparent after drying, any complaints should be reported to the Company as soon as reasonably practicable and in any event within 48 hours of the Visit.
11.3 The Company may request photographs, descriptions or a follow-up Visit in order to assess any complaint. Where the Company considers a complaint justified and directly related to the Services provided, it may at its discretion offer a re-clean of the affected area, a partial refund, or other appropriate remedy.
12. Insurance and Health and Safety
12.1 The Company maintains appropriate insurance cover for its business activities, including public liability insurance, subject to policy terms and conditions.
12.2 The Company follows reasonable health and safety procedures and expects the Customer to do likewise. The Customer must inform the Company of any particular hazards at the Premises, including unsafe flooring, loose wiring, or restricted access areas.
13. Privacy and Data Protection
13.1 The Company collects and uses basic personal information such as names, addresses, and booking details solely for the purpose of providing and administering the Services, handling payments, and dealing with queries or complaints.
13.2 The Company will keep Customer information secure and will not sell personal data to third parties. Any sharing of data will be limited to what is necessary for providing the Services or complying with legal obligations.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Booking.
14.2 Continued use of the Services after changes to the Terms and Conditions have been publicised will be deemed acceptance of the updated terms for future Bookings.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or the Services provided by the Company.
By making a Booking with Croydon Carpet Cleaners, you confirm that you have read, understood and agree to these Terms and Conditions.