Carpet Cleaning Crystal Palace Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaning Crystal Palace provides professional carpet and soft furnishing cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and the service provider operating as Carpet Cleaning Crystal Palace.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business, or organisation requesting and/or receiving the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any related services agreed between the parties.
Premises means the property or location where the services are to be carried out.
Technician means any employee, contractor, or representative appointed to deliver the services.
Agreement means the contract between Carpet Cleaning Crystal Palace and the customer, comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
2.1 Carpet Cleaning Crystal Palace provides professional cleaning services for carpets, rugs, and upholstery, along with related treatments such as stain removal, deodorising, and sanitisation, subject to availability and suitability.
2.2 The exact scope of work for each appointment will be confirmed at the time of booking or during the pre-clean inspection at the premises. Any additional work requested on the day is subject to technician availability and may incur additional charges.
2.3 All services are provided using professional equipment and cleaning solutions appropriate to the type of fibres and level of soiling, as assessed by the technician on site.
3. Booking Process
3.1 A booking may be requested by the customer via the company’s accepted communication channels, including online enquiry forms or written confirmation methods. The booking is not confirmed until the customer has received explicit confirmation of the date, time window, and indicative price.
3.2 The customer must provide accurate information about the premises, including property type, access details, parking arrangements, and the approximate size and condition of the items to be cleaned.
3.3 The company reserves the right to decline a booking request at its sole discretion, including where adequate access is not available, health and safety could be compromised, or the requested work is outside the usual scope of services.
3.4 Any estimates provided prior to inspection are based on the information supplied by the customer and may be adjusted after the technician assesses the items and areas to be cleaned.
4. Access to the Premises
4.1 The customer is responsible for ensuring safe and reasonable access to the premises at the agreed time. This includes arranging entry through any concierge, building management, or security systems.
4.2 The customer must provide access to electricity and, where required, water. If suitable parking is not available and additional charges are incurred for parking or permits, these may be added to the final invoice.
4.3 If the technician is unable to gain access to the premises within 30 minutes of the agreed start time due to circumstances within the customer’s control, this may be treated as a late cancellation and a cancellation fee may apply.
5. Customer Obligations
5.1 The customer is responsible for moving small and fragile items, valuables, and personal belongings out of the working area before the technician arrives. The technician may assist with moving light furniture where this is safe and practical, but is not obliged to rearrange heavy or delicate items.
5.2 The customer must notify the technician of any known defects, damage, or special characteristics of the carpets, rugs, upholstery, or flooring, including loose seams, burns, instability, colour fading, or previous cleaning treatments.
5.3 Children and pets must be supervised and kept away from the work area and equipment for the duration of the visit and for a reasonable time afterwards while items are drying.
6. Pricing and Payment
6.1 Prices are typically quoted per room, per item, or per square metre and will be confirmed with the customer prior to commencement of work. All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.
6.2 The company reserves the right to revise the quoted price on site if the information originally provided by the customer was materially inaccurate or incomplete, or if the level of soiling, size of area, or complexity of work is substantially different from that described.
6.3 Unless otherwise agreed in writing, payment is due immediately upon completion of the services at the premises. The company may accept cashless payments, bank transfers, or other accepted payment methods as specified during the booking process.
6.4 For commercial customers or larger projects, the company may require a deposit or operate on invoice terms. Where invoices are issued, payment must be received within the specified period on the invoice. The company reserves the right to charge reasonable interest and recovery costs on overdue payments in accordance with UK law.
7. Deposits and Cancellations
7.1 The company may request a deposit to secure a booking, particularly for larger jobs or during busy periods. Deposits are ordinarily deductible from the final invoice, provided the booking proceeds as scheduled.
7.2 If the customer wishes to cancel or reschedule a booking, they must give as much notice as possible. The minimum notice period for cancellation or rescheduling without charge will be communicated at the time of booking, but is generally not less than 24 hours before the scheduled start time.
7.3 Where insufficient notice is given, the company reserves the right to charge a cancellation fee, which may be retained from any deposit paid or invoiced to the customer. This fee is intended to cover lost appointment time and administrative costs.
7.4 The company may cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, equipment failure, extreme weather, or events beyond its reasonable control. In such cases, the company will offer an alternative appointment time. The company will not be liable for any consequential loss arising from such cancellation or rescheduling.
8. Service Limitations and Results
8.1 While the company aims to achieve the best possible results, cleaning outcomes depend on the age, type, and condition of fibres, the nature of stains, and any prior treatments. Therefore, the company does not guarantee complete stain removal or restoration to a like-new condition.
8.2 Some stains, including those caused by dyes, inks, bleaches, or long-standing contamination, may be permanent. The technician will advise the customer where it appears that certain stains are unlikely to be fully removed.
8.3 Drying times vary depending on ventilation, temperature, fibre type, and the level of soiling. The technician may provide an estimated drying time, but this is not a guarantee.
8.4 The company is not responsible for any pre-existing damage, wear, fading, or deterioration that may become more apparent after cleaning.
9. Health, Safety, and Environmental Considerations
9.1 The company uses cleaning solutions that are suitable for professional use in domestic and commercial settings, in accordance with manufacturer instructions and relevant safety guidance.
9.2 The customer must inform the technician of any known allergies or sensitivities of occupants that might be relevant to the choice of cleaning products. Alternative products may be used where reasonably practicable.
9.3 Access routes and working areas should be kept clear to minimise the risk of slips, trips, and falls. Cables, hoses, and equipment may be present during the service, and the customer accepts a duty to ensure occupants do not interfere with such equipment.
10. Waste Management and Regulations
10.1 In the course of providing the services, the company may generate waste water, used cleaning materials, and other non-hazardous waste. Such waste will be managed in compliance with UK waste and environmental regulations.
10.2 Where possible, waste water will be discharged through appropriate drainage systems at the premises, with the customer’s consent and in line with local water authority rules.
10.3 Any waste that must be removed from the premises by the company will be transported and disposed of in accordance with applicable waste management legislation and guidance.
10.4 The customer agrees not to request or require any disposal method that would put the company in breach of environmental or waste regulations.
11. Damage and Liability
11.1 The company will exercise reasonable skill and care in providing the services. If damage is caused to carpets, rugs, upholstery, or other property as a direct result of negligence by the company or its technicians, the company may, at its discretion, arrange repair, offer a fair contribution towards repair, or compensate the customer up to the reasonable current value of the damaged item.
11.2 The customer must report any alleged damage or issue arising from the service as soon as reasonably possible, and no later than 48 hours after completion of the work, to allow the company to investigate. The company may request photographs, access to the premises, and relevant details.
11.3 The company is not liable for:
a. Normal wear and tear or deterioration that becomes visible after cleaning.
b. Shrinkage, colour loss, or texture changes where the item was already at risk due to age, previous cleaning, or manufacturer limitations, and the technician has used appropriate professional methods.
c. Any indirect or consequential loss, including loss of earnings, profit, or opportunity, arising from the performance or non-performance of the services.
11.4 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 excluded or limited under UK law.
12. Insurance
12.1 The company aims to maintain appropriate public liability and, where applicable, employer’s liability insurance to cover its activities in providing carpet and upholstery cleaning services.
12.2 Details of insurance cover may be made available to customers upon reasonable request.
13. Complaints and Service Issues
13.1 The company is committed to resolving any concerns regarding the services. If the customer is dissatisfied with any aspect of the work, they should contact the company promptly, providing full details of the issue.
13.2 The company will review the complaint and, where appropriate, may arrange a visit to inspect the area and attempt reasonable rectification measures, such as re-cleaning specific sections where this is likely to be effective.
13.3 Rectification or goodwill gestures are offered at the company’s discretion and without admission of liability, except where liability is established under these Terms and Conditions or applicable law.
14. Privacy and Data Protection
14.1 The company will collect and process personal data such as names, addresses, and contact details for the purpose of managing bookings, providing the services, and handling payments and queries.
14.2 Personal data will be handled in accordance with applicable UK data protection laws. The company will take reasonable steps to keep such data secure and will not sell personal data to third parties.
14.3 The customer has the right to request access to, correction of, or deletion of their personal data held by the company, subject to any legal obligations to retain information.
15. Amendments to Terms and Conditions
15.1 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 specific agreement.
15.2 Any material changes will generally be published on the company’s main information channels. Continued use of the services following any changes will constitute acceptance of the updated Terms and Conditions for future bookings.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any agreement arising from them, are 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 will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
17. Severability
17.1 If any provision or part-provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision or part-provision will be deemed deleted, and the remaining provisions will continue in full force and effect.
18. Entire Agreement
18.1 These Terms and Conditions, together with the confirmed booking details, constitute the entire agreement between the company and the customer in relation to the provision of carpet, rug, and upholstery cleaning services in the relevant service area.
18.2 No verbal statement, representation, or prior correspondence will vary or override these Terms and Conditions unless confirmed in writing by an authorised representative of the company.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
