Carpet Cleaners Surrey Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Surrey provides carpet, upholstery and related cleaning services to residential and commercial customers. By booking or receiving any service, 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 have the meanings set out below:

Service Provider refers to Carpet Cleaners Surrey, the company providing the cleaning services.

Client refers to any individual, business, organisation or other party who books or receives services from the Service Provider.

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

Services refers to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and any other related services agreed between the Client and the Service Provider.

Booking refers to a confirmed request for services on a specific date and time, whether made by telephone, online form, or other agreed method.

2. Scope of Services

The Service Provider offers domestic and commercial carpet and upholstery cleaning and related services across Surrey and nearby areas. The exact scope, methods and products used will depend on the condition and fibre type of the items to be cleaned and will be determined by the Service Provider at its discretion, acting reasonably and in line with industry standards.

The Service Provider does not undertake repairs, re-stretching, re-dyeing, or any structural work. The Client is responsible for informing the Service Provider of any specific requirements, sensitivities, or restrictions relating to the Premises or items to be cleaned.

3. Booking Process

3.1 A Booking may be made by the Client via telephone, online enquiry form or other agreed method. A Booking is not confirmed until the Service Provider has accepted it and provided confirmation to the Client.

3.2 The Client must provide accurate and complete information when booking, including the address of the Premises, type and approximate size of areas or items to be cleaned, parking availability, access details and any known issues such as heavy soiling, stains or damage.

3.3 Quotations are based on the information supplied by the Client and on the assumption of normal levels of soiling and accessibility. If upon arrival the Service Provider finds that the conditions significantly differ from those described, the Service Provider reserves the right to revise the quotation, adjust the scope of work, or decline the service.

3.4 Any estimated duration provided at the time of booking is an approximation only. The actual time needed may vary depending on the condition of the items and practical arrangements at the Premises.

4. Pricing and Quotations

4.1 Prices are provided either as a fixed quotation for defined tasks or as an estimate based on the information available at the time of booking. All prices are stated in pounds sterling and are exclusive or inclusive of any applicable taxes as specified by the Service Provider.

4.2 The Service Provider reserves the right to adjust prices if the Client requests additional services, if the information originally provided was inaccurate or incomplete, or if access, parking or other circumstances significantly affect the time or resources required to complete the work.

4.3 Any parking charges, congestion charges or other local access fees incurred in relation to the Premises may be charged to the Client in addition to the service price, where applicable.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the day they are carried out. The Service Provider accepts commonly used payment methods as advised at the time of booking, such as cashless payments or bank transfer.

5.2 For commercial Clients or larger jobs, the Service Provider may require a deposit prior to the service date. The deposit amount and due date will be communicated at the time of booking.

5.3 Where the Client has been granted account or invoice terms, payment must be made within the period stated on the invoice. If no period is stated, payment is due within 14 calendar days of the invoice date.

5.4 The Service Provider reserves the right to charge interest on overdue amounts at the statutory rate and to recover all reasonable costs of pursuing late payments, including administrative and legal costs.

6. Cancellations, Rescheduling and Access

6.1 The Client may cancel or reschedule a Booking by giving the Service Provider reasonable notice. As a guideline, at least 24 hours notice before the scheduled start time is expected for standard residential bookings, and longer notice may be required for larger or commercial bookings.

6.2 If the Client cancels or reschedules with less than 24 hours notice, or fails to provide access to the Premises at the agreed time, the Service Provider reserves the right to charge a late cancellation fee of up to 50 percent of the agreed price, or retain any deposit paid, to cover costs and lost time.

6.3 If the Service Provider is unable to attend at the agreed time due to reasons beyond its reasonable control, such as severe weather, vehicle breakdown or staff illness, it will inform the Client as soon as practicable and offer an alternative appointment. The Service Provider is not liable for any loss arising from such delays or rearrangements.

6.4 The Client is responsible for providing clear and safe access to the Premises, including any necessary parking or entry permissions. Where access is delayed or refused, waiting time may be charged at a reasonable hourly rate.

7. Client Responsibilities and Preparation

7.1 The Client must ensure that the areas to be cleaned are reasonably clear and accessible. Small items, breakables and personal belongings should be removed from the floor and surrounding surfaces before the Service Provider arrives.

7.2 The Client must inform the Service Provider in advance of any fragile items, pre-existing damage, loose fittings, or other risks that may affect the cleaning process or the safety of the operatives.

7.3 The Client is responsible for securing pets, children and vulnerable persons during the service to ensure their safety and prevent interference with the work.

7.4 The Client must ensure that there is a suitable supply of electricity and water available at the Premises on the day of service.

8. Cleaning Results and Limitations

8.1 The Service Provider will exercise reasonable skill and care in providing the Services and will use methods appropriate to the carpet or fabric type and level of soiling. However, the Client acknowledges that results may vary depending on factors such as age, wear, fibre composition, previous cleaning, and the nature of stains.

8.2 The Service Provider does not guarantee complete removal of all stains, odours or marks. Certain substances may cause permanent discolouration or damage that cannot be remedied by cleaning.

8.3 Shrinkage, colour loss, texture change or other reactions can occur where carpets, rugs or fabrics are not colourfast, have existing wear, or have been previously treated with incompatible products. The Service Provider will take reasonable precautions but cannot be held liable for issues arising from inherent defects or factors beyond its control.

8.4 The Client is advised to allow adequate drying time before walking on cleaned carpets or replacing furniture. Where the Client chooses to use areas or move items before full drying, any resulting marks, re-soiling or damage are at the Client's own risk.

9. Liability and Insurance

9.1 The Service Provider will carry appropriate insurance cover for public liability in connection with the Services. Details of cover can be made available on request.

9.2 The Service Provider will not be liable for any loss, damage or expense arising from inaccurate or incomplete information provided by the Client, from failure to follow advice or instructions, or from pre-existing damage, wear, defects or weaknesses in the items or Premises.

9.3 The Service Provider's total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of re-cleaning the affected area or the direct cost of repair or replacement of the damaged item, up to a maximum amount equal to the price paid for the relevant Services.

9.4 The Service Provider shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of profits, loss of business, loss of opportunity or loss of enjoyment.

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

10. Damage, Breakages and Complaints

10.1 Any alleged damage, breakage or issue with the quality of the Services must be reported to the Service Provider as soon as reasonably practicable and, in any case, within 48 hours of completion of the work.

10.2 The Client must provide reasonable opportunity for inspection and, where appropriate, for the Service Provider to attempt remedial action such as re-cleaning the affected area.

10.3 The Service Provider will investigate complaints fairly and promptly. Where a complaint is upheld, remedies may include re-cleaning, partial refund or other proportionate solutions, at the Service Provider's discretion.

11. Waste Regulations and Disposal

11.1 The Service Provider will handle and dispose of any waste generated during the cleaning process in accordance with applicable environmental and waste regulations.

11.2 The Client agrees not to request the Service Provider to dispose of hazardous, regulated or prohibited waste. The Service Provider does not collect or remove large quantities of household waste, building debris, or items unrelated to the cleaning service.

11.3 Any waste produced from the Client's own activities at the Premises remains the Client's responsibility unless a separate written agreement for waste removal has been made.

12. Health and Safety

12.1 The Service Provider will comply with relevant health and safety legislation and will use cleaning products and equipment in accordance with manufacturer guidelines and industry practice.

12.2 The Client must inform the Service Provider of any known health and safety risks at the Premises, including but not limited to faulty electrics, loose fittings, trip hazards, or restricted ventilation.

12.3 The Service Provider reserves the right to suspend or cancel the Services if it considers that working conditions at the Premises present a risk to health or safety.

13. Parking, Access and Neighbours

13.1 The Client is responsible for ensuring that suitable parking arrangements are available for the Service Provider's vehicle close to the Premises, particularly where heavy or bulky equipment must be transported.

13.2 If the Premises are subject to restricted access, building regulations, entry codes or permits, the Client must provide clear instructions in advance and ensure that the Service Provider can enter at the agreed time.

13.3 The Client is expected to consider neighbours and other occupants when arranging appointments, particularly in shared buildings or densely populated areas, and to ensure that the Service Provider can safely and lawfully carry out the work.

14. Personal Data and Privacy

14.1 The Service Provider may collect and process personal information about the Client in order to manage bookings, provide Services, issue invoices, and communicate about appointments.

14.2 The Service Provider will take reasonable steps to keep personal information secure and will only retain it for as long as necessary for the purposes for which it was collected or as required by law.

14.3 The Client may request details of personal information held about them and may request corrections where data is inaccurate.

15. Variations to Terms

15.1 The Service Provider reserves the right to update or amend these Terms and Conditions from time to time. The current version will apply to each Booking at the time it is made.

15.2 Any variation to these Terms and Conditions will be valid only if confirmed in writing by the Service Provider.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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.

17. Severability

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

18. Entire Agreement

18.1 These Terms and Conditions, together with any written quotation or confirmation of Booking issued by the Service Provider, constitute the entire agreement between the parties in relation to the Services and supersede any previous understandings, representations or agreements, whether written or oral.

By proceeding with a Booking, the Client confirms that they have read, understood and agree to these Terms and Conditions for carpet, rug and upholstery cleaning services provided by Carpet Cleaners Surrey.