Terms And Conditions
Carpet Cleaners Surrey Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners Surrey provides professional cleaning services, including carpet, upholstery and related cleaning work, within Surrey and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual, business, company or organisation who requests or purchases cleaning services from Carpet Cleaners Surrey.
Services means any cleaning services provided by Carpet Cleaners Surrey, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and related services.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative of Carpet Cleaners Surrey who carries out the Services.
2. Scope of Services
Carpet Cleaners Surrey provides domestic and commercial cleaning services within Surrey and nearby locations. The specific Services to be provided will be as agreed at the time of booking and confirmed in the booking confirmation. The Customer is responsible for ensuring that the description of the required Services is accurate and complete.
We reserve the right to decline or discontinue Services at any Premises where we reasonably believe that conditions are unsafe, unhygienic, or otherwise unsuitable for our Technicians or equipment.
3. Booking Process
3.1 A booking may be requested by the Customer through our online enquiry forms or by other contact methods specified on our website. A booking is not confirmed until we have accepted the request and provided a booking confirmation setting out the date, approximate time, location, and summary of Services to be performed.
3.2 At the time of booking, the Customer must provide accurate information, including property type, approximate areas or items to be cleaned, access details, parking availability and any known issues such as heavy soiling, stains, pet odours, water damage, or delicate materials.
3.3 Any quotation provided prior to inspection is based on the information given by the Customer and is subject to change if the actual condition, size or nature of the work differs from that described. Where appropriate, the Technician will confirm or adjust the price on arrival before commencing work.
3.4 We will use reasonable endeavours to attend on the agreed date and within the agreed arrival window. However, times are approximate and may be affected by traffic, weather, earlier jobs taking longer than expected, or other circumstances beyond our reasonable control. If we anticipate a significant delay, we will attempt to inform the Customer as soon as reasonably possible.
4. Access and Customer Obligations
4.1 The Customer must ensure that our Technicians have safe, reasonable and uninterrupted access to the Premises at the agreed time, including suitable parking arrangements where required for our vehicles and equipment.
4.2 The Customer is responsible for securing all valuables and fragile items and for moving small furniture or personal belongings that may obstruct the work area, unless otherwise agreed in advance. Heavy or delicate furniture may not be moved by our Technicians for safety reasons.
4.3 The Customer must inform us in advance of any known risks, hazards, alarm systems, restricted areas, or special instructions relating to the Premises.
4.4 If the Technician is unable to gain access to the Premises at the agreed time, or if the Premises are not fit for the provision of Services, this may be treated as a late cancellation and the charges set out in the cancellation section may apply.
5. Pricing and Quotations
5.1 Prices are generally quoted per room, per area, per item or per job, and will be communicated to the Customer prior to confirmation of the booking. Prices may vary depending on the size, condition, level of soiling, complexity of access and any additional treatments requested.
5.2 All quotations are valid for a limited period, as specified at the time of issue, and may be subject to change thereafter. We reserve the right to amend the price if the information originally provided by the Customer was incomplete or inaccurate.
5.3 Unless clearly stated otherwise, quoted prices include labour, standard cleaning materials and the use of our equipment. Additional charges may apply for parking, congestion charges, specialist stain removal products, or work outside normal hours if specifically requested.
6. Payments
6.1 Payment terms will be notified to the Customer at the time of booking. Unless otherwise agreed, payment is due on completion of the Services on the day of service.
6.2 We may accept various forms of payment, which will be indicated on our website or in communications, such as bank transfer or card payment facilities. The Customer is responsible for ensuring that payment details are accurate and that sufficient funds are available.
6.3 For commercial Customers or larger projects, we may require a deposit or advance payment before work commences. Any such requirement will be communicated prior to confirmation of the booking.
6.4 If payment is not made in accordance with the agreed terms, we reserve the right to charge interest on overdue amounts and to recover any reasonable costs of debt recovery.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by giving us reasonable notice. Specific notice periods and any applicable charges will be detailed in our communications and may vary depending on the size and type of job.
7.2 Where the Customer cancels or reschedules with less than the minimum notice period, we reserve the right to charge a late cancellation fee, which may be up to a percentage of the quoted price or a minimum call-out charge.
7.3 If the Customer fails to provide access to the Premises at the agreed time, or if the Technician is unable to carry out the Services due to circumstances within the Customer's control, this may be treated as a late cancellation and relevant charges may apply.
7.4 We reserve the right to cancel or reschedule a booking due to circumstances beyond our reasonable control, including but not limited to illness, equipment failure, adverse weather or access issues. In such cases, we will aim to offer an alternative appointment at the earliest reasonably available date.
8. Condition of Carpets and Furnishings
8.1 While our Technicians will use appropriate methods and products to clean carpets, rugs, upholstery and other items, the Customer accepts that the outcome may be limited by the age, condition, type of fibre, previous cleaning or treatment, staining, wear, fading or pre-existing damage.
8.2 We cannot guarantee the removal of all stains, odours, marks or discolouration, particularly where they are permanent or have been set by time, heat, chemicals or previous cleaning attempts. The Technician will advise the Customer of any concerns where reasonably apparent prior to commencing work.
8.3 The Customer must inform us of any known or suspected damage, shrinkage, colour run, loose seams, weak fibres, or manufacturer warnings before cleaning begins. We will not be liable for damage arising from pre-existing conditions, improper installation, manufacturing defects or undisclosed issues.
9. Customer Responsibilities During and After Cleaning
9.1 The Customer must ensure that children, pets and other occupants are kept away from the immediate work areas, machinery, cables and cleaning products during the provision of Services.
9.2 Following completion, carpets and fabrics may remain damp for a period of time depending on ventilation, temperature, humidity and fibre type. The Customer is responsible for ensuring adequate ventilation and for taking care when walking on damp surfaces to avoid slips, colour transfer, or re-soiling.
9.3 Where protective pads, blocks or coverings are placed under furniture, they should remain in place for the recommended period to reduce the risk of staining or damage. The Customer is responsible for following any aftercare advice given by the Technician.
10. Liability and Limitations
10.1 Carpet Cleaners Surrey will exercise reasonable care and skill in providing the Services. If we are found to be at fault, our liability shall be limited, to the fullest extent permitted by law, to the lesser of the cost of re-performing the Services or the direct cost of repair or replacement of damaged items, taking into account age, condition and fair wear and tear.
10.2 We shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of opportunity, business interruption, or loss of value, arising out of or in connection with the Services.
10.3 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under UK law.
10.4 The Customer is responsible for ensuring that adequate insurance is in place for the Premises and contents. We recommend that any particularly valuable or fragile items are removed or protected prior to our attendance.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the Services provided, they should notify us as soon as reasonably practicable, ideally within 24 hours of completion. We may request photographs, access to the Premises, or additional information to assess the issue.
11.2 Where a complaint is found to be justified, we may, at our discretion, offer to re-clean the affected area, provide a partial refund, or take other appropriate remedial action. Our liability will remain subject to the limitations set out in these Terms and Conditions.
12. Waste Handling and Environmental Regulations
12.1 Carpet Cleaners Surrey aims to comply with all applicable UK waste and environmental regulations relating to the handling, storage, transport and disposal of waste and wastewater generated by our Services.
12.2 Any waste materials arising from our work, including extracted soiling and used solutions, will be managed in line with current regulatory requirements. The Customer must not request or require our Technicians to dispose of waste in a manner that breaches local or national regulations.
12.3 Where the Services involve the removal of significant quantities of waste, specialist residues or hazardous materials, additional charges may apply and may require separate arrangements. We reserve the right to decline work that involves hazardous substances beyond the scope of our usual operations.
13. Health and Safety
13.1 We are committed to working in accordance with relevant health and safety legislation. Our Technicians will use equipment and products that are suitable for professional cleaning and will take reasonable care to minimise risks.
13.2 The Customer must inform us of any specific health or allergy concerns that may be relevant to the cleaning products used at the Premises. While we can often recommend milder or alternative options, we cannot guarantee that all products are suitable for all individuals. Customers and occupants should avoid contact with cleaning solutions and newly cleaned surfaces until safe to do so.
14. Force Majeure
14.1 We shall not be in breach of these Terms and Conditions or liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control, including but not limited to extreme weather, transport disruption, power failure, accidents, civil disturbances, or public health emergencies.
15. Privacy and Data Protection
15.1 We collect and process personal data in order to handle enquiries, administer bookings, provide Services and manage our relationship with Customers. Personal information will be handled in accordance with applicable UK data protection laws.
15.2 We may retain records of bookings, invoices, job reports and communications for a reasonable period for legal, accounting and operational purposes.
16. Changes to Terms and Conditions
16.1 We may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or our business operations. The version in force at the time of the Customer's booking will apply to that booking.
16.2 Updated Terms and Conditions will be made available on our website or on request. Continued use of our Services after any changes have been published will be deemed acceptance of the amended Terms and Conditions.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 provision of Services by Carpet Cleaners Surrey.
By confirming a booking or allowing our Technicians to commence work at the Premises, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
