Terms And Conditions

Service Terms and Conditions for Carpet Cleaning Surrey

These Terms and Conditions set out the basis on which Carpet Cleaning Surrey provides carpet, rug, upholstery and related cleaning services within its operating areas in Surrey and surrounding locations. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.

If you do not agree to these Terms and Conditions, you should not make a booking or proceed with any services. These Terms and Conditions apply to both residential and commercial customers, except where stated otherwise.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Company means Carpet Cleaning Surrey, the service provider.

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

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

Services means carpet, rug, upholstery, and related cleaning or stain removal services provided by the Company.

Operative means a cleaning technician or representative appointed by the Company to perform the services.

2. Scope of Services

The Company will provide the Services as agreed at the time of booking. This may include, but is not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, odour treatment and related cleaning tasks that have been specifically requested and confirmed.

The Company reserves the right to decline to provide any service that, in its reasonable opinion, is unsafe, unsuitable, or beyond the reasonable capability of its equipment or operatives.

All Services are subject to an initial assessment of the condition of the carpets, rugs or upholstery on arrival. Where the actual condition differs significantly from the description provided at booking, the Company may adjust the price or decline to proceed with all or part of the work.

3. Booking Process

Bookings may be made by the Customer through the Companys accepted booking channels, which may include online forms or written communication. Bookings are subject to availability and are not confirmed until the Customer has received an explicit confirmation from the Company.

The Customer is responsible for providing accurate information about the Premises, the areas and items to be cleaned, access and parking arrangements, and any particular requirements or concerns. The Company will rely on the information provided when quoting and scheduling the Services.

Where a quotation is given based on information supplied by the Customer, it is an estimate only and may be revised if the information proves incomplete or inaccurate. Any material changes will be communicated to the Customer before work proceeds.

The Company may request details of any known stains, damage, wear, delicate fabrics, or previous cleaning treatments so that appropriate methods can be selected.

4. Customer Responsibilities

The Customer agrees to:

Ensure safe access to the Premises at the agreed time, including access to all relevant rooms and areas.

Provide suitable parking or explain parking restrictions in advance. Any parking costs or penalties incurred due to incomplete information may be charged to the Customer.

Remove small items, personal belongings, fragile objects and valuable items from the areas to be cleaned prior to the arrival of the Operative, or clearly identify any items that must not be moved.

Ensure that pets and children are kept away from the working area and equipment during the provision of the Services and while carpets or upholstery are drying.

Inform the Company of any known issues, including but not limited to loose fittings, unsecured floor coverings, existing damage, delicate fabrics, or any health and safety concerns.

5. Pricing and Quotations

The Company will provide a price or quotation for the Services based on the information supplied by the Customer and any published pricing structure. All prices are given in pounds sterling and may be subject to applicable taxes where relevant.

Quotations are valid for a limited period from the date given, as notified by the Company, and may be withdrawn or updated at any time before acceptance.

Where additional work is requested by the Customer on the day of service, or where the condition of the carpets, rugs or upholstery requires extra time, materials or specialist treatments, the Company may adjust the price accordingly. Any such changes will be agreed with the Customer before the additional work is carried out.

6. Payments and Deposits

Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due either in advance of the service or immediately upon completion of the Services.

The Company may require a deposit or pre-payment to secure a booking, particularly for larger jobs or commercial work. Any required deposit will be notified to the Customer at the time of booking.

Payment may be accepted by the methods specified by the Company, which may include bank transfer, card payment or other recognised methods. Cash payments, where allowed, must be made directly to the authorised Operative or as instructed by the Company.

Where payment is not received in accordance with agreed terms, the Company reserves the right to charge interest on overdue sums and may withhold or suspend further work until payment is made in full.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. The required notice period and any applicable charges will be communicated at the time of booking, but the Company generally requests at least 24 to 48 hours notice for standard domestic appointments and longer for larger or commercial jobs.

If the Customer cancels or seeks to reschedule within the minimum notice period, the Company may retain all or part of any deposit paid or apply a cancellation fee to cover allocated time, travel and administrative costs.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, extreme weather, equipment failure, or access issues at the Premises. In such cases, the Company will aim to provide as much notice as possible and offer an alternative appointment. Any deposits taken for work that cannot reasonably be rescheduled will be refunded.

If on arrival the Operative is unable to gain access to the Premises, or the work cannot be carried out due to circumstances within the Customers control, this may be treated as a late cancellation and a fee may be charged.

8. Service Standards and Limitations

The Company will perform the Services with reasonable care and skill, using appropriate methods, equipment and cleaning agents based on industry practice and manufacturer guidance where available.

The Customer acknowledges that:

Some stains may be permanent and cannot be fully removed despite the use of reasonable and recognised cleaning methods.

The appearance of carpets, rugs and upholstery is affected by age, wear, fading, fibre type and previous cleaning or treatments, and results will vary accordingly.

Certain materials and dyes may be prone to colour loss, shrinkage, pile distortion or other changes when cleaned, even when correct methods are used.

The Company cannot guarantee specific results or complete removal of all marks, odours or discolouration.

The Customer is responsible for checking that carpets, rugs and upholstery are suitable for wet or chemical treatments where such information is reasonably available, and for notifying the Company of any manufacturer restrictions or care instructions.

9. Liability and Damage

The Company will take reasonable care to avoid damage to the Premises and items being cleaned. If damage is caused by the negligence of the Company or its Operatives, the Company will, at its discretion, repair the damage, arrange for a third party to repair it, or compensate the Customer for the reasonable cost of repair or replacement, taking account of fair wear and tear and depreciation.

The Companys liability is limited to direct loss or damage caused by its negligence and shall not exceed the price paid or payable for the Services giving rise to the claim, except where such limitation is not permitted by law.

The Company shall not be liable for:

Pre-existing damage, wear, staining, fading, weak fibres, or deterioration that becomes apparent during or after cleaning.

Damage or loss arising from inaccurate or incomplete information supplied by the Customer.

Any indirect, consequential or economic loss, including but not limited to loss of profit, loss of use, or loss of opportunity.

Any damage or issues arising where the Customer has failed to follow aftercare advice, including recommendations relating to drying times, ventilation and use of the cleaned areas.

Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, or for any other matter where exclusion or limitation of liability is prohibited by law.

10. Access, Health and Safety

The Company and its Operatives will comply with applicable health and safety requirements while providing the Services. The Customer agrees to provide a safe working environment and to inform the Company of any relevant hazards at the Premises.

The Company may decline to proceed or may suspend work if, in its reasonable opinion, the Premises present a risk to the safety or health of its Operatives or any other person.

The Customer must ensure that all alarms are disarmed or appropriately managed for the duration of the visit and that access routes are reasonably clear.

11. Waste Handling and Environmental Regulations

The Company will comply with applicable environmental and waste regulations relevant to the provision of cleaning services. This includes the responsible handling of wastewater, used cleaning solutions and any collected debris arising directly from the Services.

Where practicable, the Company will dispose of waste generated by the cleaning process in accordance with relevant regulations and industry practice. However, the Services do not include the removal and disposal of general household waste, bulky items or hazardous materials not directly associated with the cleaning work.

The Customer is responsible for ensuring that the Premises are free from hazardous materials, including but not limited to asbestos, chemical residues and biohazards, unless previously agreed in writing and specifically arranged. Where such materials are discovered, the Company may immediately cease work and the Customer may be charged for time spent and any necessary specialist services.

12. Complaints and Claims

If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible so that any issues can be investigated and, where appropriate, remedied.

Complaints relating to visible results or damage should be reported within a reasonable period after completion of the Services and before further cleaning, treatment or use that could alter the condition of the items.

The Customer must give the Company a reasonable opportunity to inspect any alleged damage or unsatisfactory work and, where appropriate, to repeat or rectify the Services.

Any claims made after a prolonged period, or where third parties have carried out additional work on the items or areas concerned, may not be accepted.

13. Privacy and Data Protection

The Company will collect and use personal information such as names, addresses and contact details solely for the purpose of arranging and providing the Services, handling payments, and managing customer relationships.

The Company will take reasonable steps to protect personal data and will not sell or disclose it to unrelated third parties except where required by law or where necessary for the performance of the Services, such as passing details to an Operative.

14. Amendments to these Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that specific appointment, unless changes are required by law or regulation.

Any material changes will, where reasonably possible, be communicated to customers who have upcoming bookings that may be affected.

15. Governing Law and Jurisdiction

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

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, the Services, or their subject matter or formation.

16. General Provisions

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

No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior representations, understandings or agreements, whether verbal or written, relating to the same subject matter.