Terms and Conditions for Carpet Cleaners Crystal Palace

These Terms and Conditions set out the basis on which Carpet Cleaners Crystal Palace provides professional carpet and related cleaning services to residential and commercial customers. By booking or using any of 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 have the meanings set out below:

Company means Carpet Cleaners Crystal Palace, the provider of the cleaning services.

Customer means the individual or organisation requesting and paying for the services.

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

Services means the carpet cleaning and any additional cleaning or related services agreed between the Company and the Customer.

Technician means any employee, contractor or representative of the Company carrying out the services.

2. Scope of Services

The Company provides carpet and related cleaning services within Crystal Palace and surrounding areas, subject to availability. The exact scope of the services will be agreed at the time of booking and confirmed in the booking confirmation.

Services may include, but are not limited to, hot water extraction carpet cleaning, dry carpet cleaning, rug cleaning, upholstery cleaning, stain and spot treatment, deodorising and other associated cleaning tasks as agreed.

The Company reserves the right to decline to provide services where, in its reasonable opinion, the Premises are unsafe, inaccessible, or where undertaking the work may pose a risk to health, safety, or property.

3. Booking Process

Bookings can be requested by the Customer through the Companys accepted communication channels as advertised from time to time. The Customer must provide accurate and complete information about the Premises, access arrangements, parking, the number and condition of items to be cleaned and any specific requirements.

A booking is not confirmed until the Customer has received explicit confirmation from the Company. The Company may require certain information or clarification before confirming a booking, including but not limited to the size of the area to be cleaned, type of carpets or upholstery, and any known stains, damage or previous treatments.

The Company may refuse or cancel a booking if the Customer provides incomplete or misleading information or if the requested services are not feasible or safe to carry out.

4. Access and Customer Obligations

The Customer is responsible for providing safe and timely access to the Premises at the agreed appointment time. The Customer must ensure that someone authorised is present to grant access or that arrangements for keys and entry have been agreed in advance.

The Customer should ensure that the areas to be cleaned are free from fragile items, small objects, personal belongings and any hazards that may impede the work or risk damage or injury. The Company is not responsible for moving heavy furniture or appliances unless explicitly agreed in advance.

Pets should be secured and children supervised while the services are carried out. The Customer should inform the Company of any alarms, security systems, parking restrictions or building regulations that may affect access or the performance of the services.

5. Pricing and Quotations

Prices are generally provided based on the information given by the Customer at the time of the enquiry. Any quotation is given in good faith but will be subject to inspection of the Premises and may be adjusted if the information provided does not reasonably match the actual conditions or if the scope of work differs.

Unless otherwise stated, prices are for standard cleaning only and do not include specialist stain removal, repairs, or treatment of severe soiling, infestation, or contamination. Additional services may incur extra charges, which will be explained to the Customer before proceeding.

The Company reserves the right to amend its prices at any time, but confirmed bookings will be honoured at the price agreed at the time of confirmation, except where the Customer has provided inaccurate or incomplete information.

6. Payments and Invoices

Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the services at the Premises.

The Company accepts payment by methods stated in its current payment policy, which may include cashless options. The Customer agrees to pay all amounts due in full and without any deduction, set-off or counterclaim.

For commercial customers and regular contracts, the Company may issue invoices with agreed payment terms. Late payment may result in interest being charged at the statutory rate applicable in the United Kingdom, together with any reasonable debt recovery costs incurred.

7. Cancellations, Rescheduling and No-Show

The Customer may cancel or reschedule a booking by giving reasonable notice. The minimum notice period will be stated at the time of booking. Where the Customer cancels or reschedules with less than the required notice, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the booked services.

If the Customer is not present, fails to provide access, or the Premises are not in a condition that reasonably allows the services to be carried out, this may be treated as a late cancellation and a charge may apply.

The Company will make reasonable efforts to attend appointments on time but cannot be held liable for delays or cancellations due to circumstances beyond its control, including traffic, adverse weather, accidents, or staff illness. In such cases, the Company will offer to reschedule the appointment at the earliest convenient time.

8. Customer Satisfaction and Complaints

The Company aims to provide a high standard of service. If the Customer is not satisfied with the work performed, the Customer must inform the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the services.

Where a complaint is justified and relates directly to the quality of the cleaning, the Company may offer to re-visit the Premises to inspect the work and, at its discretion, rectify the issue at no additional cost. This will be the Customers sole and exclusive remedy in respect of quality-related complaints.

Complaints raised after the 48-hour period may not be accepted, as subsequent use of the carpets or upholstery may alter their condition.

9. Liability and Limitations

The Company will exercise reasonable skill and care in providing the services. However, the Customer acknowledges that certain stains, odours and damage may be permanent and that the Company does not guarantee complete removal of all marks or restoration to a new condition.

The Customer must inform the Company of any pre-existing damage, wear, fading, shrinkage, colour instability, loose fittings, or other defects in carpets, underlay, rugs or upholstery. The Company will not be liable for damage arising from such pre-existing conditions or from the Customers failure to provide relevant information.

Liability for any proven loss or damage directly caused by the Companys negligence will be limited to the lesser of the cost of repair or replacement and the total fees paid by the Customer for the specific service in question. The Company is not liable for any indirect, consequential or economic loss, including loss of profit, loss of opportunity or loss of enjoyment.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.

10. Condition of Carpets and Results

The Customer understands that the outcome of cleaning depends on factors such as the age and condition of the carpet or upholstery, the nature and duration of stains, and previous cleaning or treatments. The Company will provide its professional opinion but cannot guarantee a particular result.

Some materials may shrink, change texture or lose colour when cleaned, particularly where manufacturer instructions have not been followed or where items are old or worn. The Customer accepts these risks when requesting cleaning of such items and is responsible for checking any care labels or manufacturer guidance.

11. Health, Safety and Environmental Considerations

The Company follows applicable health and safety standards while working at the Premises. The Customer must inform the Company of any known hazards, including loose floorboards, exposed wiring, slippery surfaces or other risks.

The Company uses cleaning products that are appropriate for professional use. Where the Customer has specific allergies or sensitivities, it is the Customers responsibility to inform the Company before the service so that suitable alternatives can be considered where possible.

12. Waste Regulations and Disposal

In the course of providing the services, the Company may generate waste water, residues and limited quantities of waste materials such as used cloths or filters. The Company will handle and dispose of such waste in accordance with relevant UK waste management regulations and local requirements.

Where practicable, waste water will be discharged into appropriate drainage points at the Premises, such as toilets or designated drains, as permitted by local regulations. The Customer agrees to allow the reasonable use of such facilities for this purpose.

The Company will not remove or dispose of large quantities of general household waste, hazardous waste, construction waste or items such as mattresses, furniture, or electrical goods, unless explicitly agreed and permitted by law. The Customer is responsible for arranging appropriate disposal of such items through authorised waste carriers or recycling centres.

13. Damage to Property and Keys

The Company will take reasonable care to protect the Customers property while carrying out the services. Any damage alleged to have been caused by the Company must be reported by the Customer as soon as possible and in any event within 24 hours of completion of the services or discovery of the damage.

If the Company has agreed to hold or use keys to access the Premises, it will take reasonable steps to ensure their security. The Companys liability for lost keys or lock replacement, where proven to be caused by its negligence, will be limited to the reasonable cost of key cutting or standard lock replacement, as applicable.

14. Insurance

The Company maintains appropriate insurance cover for its business activities in line with industry practice. Details of insurance can be provided to the Customer on reasonable request. Insurance cover is subject to the terms, conditions and exclusions of the relevant policy.

15. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control. These may include, without limitation, extreme weather, flooding, fire, accident, illness, transport disruption, power failure, strikes, or regulations imposed by authorities.

Where a force majeure event occurs, the Company will inform the Customer as soon as reasonably practicable and will, where possible, offer to reschedule the services.

16. Privacy and Data Protection

The Company collects and processes personal data provided by the Customer for the purposes of managing bookings, providing services, processing payments and handling enquiries. The Company will handle personal data in accordance with applicable UK data protection laws.

The Customer is responsible for ensuring that any personal information provided is accurate and up to date. The Company will not share personal data with third parties except where necessary to provide the services, comply with legal obligations, or where the Customer has given consent.

17. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, business practices, or the nature of the services offered. The most recent version will apply to all new bookings.

Where a booking has already been confirmed, the Terms and Conditions in force at the time of confirmation will apply, unless a change is required by law or regulation.

18. Assignment

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

The Company may assign or subcontract its rights and obligations under these Terms and Conditions provided that this does not significantly reduce the standard of the services provided to the Customer.

19. Governing Law and Jurisdiction

These Terms and Conditions and any non-contractual obligations arising out of or in connection with them are governed by and construed in accordance with the laws of England and Wales.

Any dispute or claim arising out of or in connection with these Terms and Conditions, including any question regarding their existence, validity or termination, shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Severability

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.

21. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the services and supersede any prior understandings, representations or agreements, whether oral or written.

No variation of these Terms and Conditions will be effective unless it is expressly agreed in writing by the Company.