Croydon Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Croydon Carpet Cleaners to residential and commercial customers within our service area in the United Kingdom. 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 words have the meanings set out below:
1.1 Customer means any individual, company or organisation that requests, books or receives services from Croydon Carpet Cleaners.
1.2 Services means carpet cleaning and any related or additional cleaning services provided by Croydon Carpet Cleaners as agreed with the Customer.
1.3 Premises means the property or location where the Services are to be carried out.
1.4 Technician means any employee, contractor or representative of Croydon Carpet Cleaners who carries out the Services.
1.5 Agreement means the contract between the Customer and Croydon Carpet Cleaners made up of these Terms and Conditions and the details confirmed in the booking.
2. Scope of Services
2.1 Croydon Carpet Cleaners provides professional carpet cleaning and related services within its defined service area in the UK. Service availability may vary depending on Customer location and scheduling constraints.
2.2 The specific Services to be provided, including the type of cleaning, areas to be cleaned and any additional work, will be agreed with the Customer at the time of booking and confirmed in the booking confirmation.
2.3 The Customer is responsible for ensuring that the description of the Premises and the work required is accurate and complete when making a booking. Any inaccuracies may affect the duration, price and feasibility of the Services.
2.4 Croydon Carpet Cleaners reserves the right to refuse any job that falls outside its standard service offering, is unsafe or unsuitable for the techniques and equipment used, or where the Customer has provided incomplete or misleading information.
3. Booking Process
3.1 Bookings may be made by the Customer using the methods made available by Croydon Carpet Cleaners from time to time. By making a booking, the Customer confirms that they have the authority to enter into the Agreement.
3.2 All bookings are subject to availability. Provisional times and dates will only be guaranteed once confirmed by Croydon Carpet Cleaners.
3.3 The Customer must provide full and accurate information at the time of booking, including:
a. The address of the Premises and access instructions.
b. Details of the areas to be cleaned, including approximate room sizes, number of rooms and type of flooring.
c. Any known stains, damage, unusual materials or conditions that may affect the Services.
d. Any parking restrictions or access limitations.
3.4 Croydon Carpet Cleaners will provide a quote based on the information supplied. Quotes are estimates and may be adjusted if the actual condition or size of the Premises differs from the description provided.
3.5 A booking is accepted only when Croydon Carpet Cleaners confirms the appointment and, where applicable, receives any required deposit or prepayment. At that point, a binding Agreement is formed.
4. Pricing and Payment
4.1 Prices for Services are provided to the Customer before the booking is confirmed. Prices may depend on factors such as the size of the area to be cleaned, the level of soiling, access conditions and any additional services requested.
4.2 All prices are quoted in pounds sterling. Unless expressly stated, prices are inclusive of applicable taxes.
4.3 Croydon Carpet Cleaners may require a deposit or prepayment to secure a booking. Any such requirement will be communicated at the time of booking.
4.4 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the Services on the day of the appointment.
4.5 Accepted methods of payment will be communicated to the Customer and may include card payments, bank transfers and other methods as offered from time to time. Cash may be accepted at the discretion of Croydon Carpet Cleaners.
4.6 If the actual work required differs from that described at the time of booking, Croydon Carpet Cleaners may adjust the price to reflect the additional time, materials or labour involved. The Technician will notify the Customer and obtain agreement before proceeding with additional work wherever reasonably possible.
4.7 Failure to make payment when due may result in interest being charged at the statutory rate and may lead to suspension of further services and recovery action for outstanding sums.
5. Cancellations and Amendments
5.1 The Customer may cancel or amend a booking by giving notice to Croydon Carpet Cleaners using the same method by which the booking was made, or by any other communication method provided by Croydon Carpet Cleaners.
5.2 If the Customer cancels with sufficient notice, any deposit paid may be refunded in full. Sufficient notice means at least 48 hours before the scheduled start time, unless stated otherwise at the time of booking.
5.3 If the Customer cancels or reschedules a booking with less than 48 hours notice, Croydon Carpet Cleaners reserves the right to charge a late cancellation fee up to a reasonable proportion of the quoted price, to cover lost time and administrative costs.
5.4 If the Technician attends the Premises at the agreed time and is unable to gain access, or if the Customer is not present where their presence is required for access or payment, this may be treated as a late cancellation and a call-out charge may apply.
5.5 Croydon Carpet Cleaners will use reasonable endeavours to attend confirmed appointments. However, it reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, vehicle breakdown, severe weather or other operational issues. In such cases, any deposit paid will be transferred to a rescheduled appointment or refunded if no suitable alternative can be agreed.
6. Customer Obligations
6.1 The Customer must ensure that the Premises are accessible at the agreed time and that there is adequate space and safe working conditions for the Technician to carry out the Services.
6.2 The Customer must inform Croydon Carpet Cleaners before the appointment of any potential hazards at the Premises, including loose flooring, electrical issues, infestations, or hazardous materials.
6.3 The Customer is responsible for moving fragile items, valuables, and small furniture where practicable prior to the Technician’s arrival, unless moving furniture has been specifically included in the booking.
6.4 Croydon Carpet Cleaners does not accept responsibility for damage to items that the Technician is asked to move, or that obstruct access to the work area, unless such damage results from negligence.
6.5 Children and pets must be kept away from work areas, equipment and cleaning products at all times during the Services. The Customer is responsible for supervising children and pets within the Premises.
7. Service Standards and Limitations
7.1 Croydon Carpet Cleaners will provide the Services with reasonable care and skill, using methods and products appropriate to professional carpet cleaning.
7.2 While every effort is made to achieve the best possible results, complete stain or odour removal cannot be guaranteed, particularly for older or set-in stains, pre-existing damage, discolouration, fading, or issues caused by previous cleaning attempts or products.
7.3 Drying times for carpets and upholstery may vary depending on material, ventilation, temperature and humidity. The Technician will provide general guidance, but exact drying times cannot be guaranteed.
7.4 The Customer is responsible for following any aftercare instructions provided, including advice on ventilation, walking on damp carpets and replacing furniture. Croydon Carpet Cleaners is not liable for damage arising from failure to follow aftercare guidance.
7.5 The Technician may refuse to carry out Services, or may halt work, where conditions at the Premises are unsafe, unsanitary or significantly different from those described at the time of booking. In such cases, a call-out or partial charge may apply.
8. Damage, Liability and Insurance
8.1 Croydon Carpet Cleaners maintains appropriate insurance in respect of its business activities. Details of cover are available on request.
8.2 If the Customer believes that damage has occurred as a direct result of the Services, they must notify Croydon Carpet Cleaners as soon as reasonably practicable and, in any event, within 48 hours of completion of the work. The Customer must provide details and evidence of the alleged damage and allow inspection and, where applicable, an opportunity to remedy the situation.
8.3 Croydon Carpet Cleaners will not be liable for:
a. Wear, discolouration, or other damage that was present before the Services commenced.
b. Any damage arising from structural or material defects, weak or loose fittings, or deterioration that could not reasonably have been identified prior to the Services.
c. Shrinkage, colour loss or texture change where such issues are inherent to the fabric or caused by previous cleaning, incorrect installation, or manufacturer defects.
d. Any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of use, or loss of opportunity.
8.4 Subject to clause 8.5, the total liability of Croydon Carpet Cleaners for any loss or damage arising in connection with the Services shall not exceed the total price paid for the relevant booking.
8.5 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
9. Waste Handling and Environmental Compliance
9.1 Croydon Carpet Cleaners operates in accordance with applicable UK waste management and environmental regulations.
9.2 Where waste or residue is generated as part of the Services, such as extracted soiling, contaminated water or used materials, Croydon Carpet Cleaners will handle and dispose of this waste in a lawful and responsible manner.
9.3 The Customer must not request or encourage any disposal method that would breach waste regulations, including disposal via inappropriate drains, outdoor spaces or household refuse where such methods are not permitted.
9.4 If the Services involve dealing with hazardous or unusual substances, the Customer must inform Croydon Carpet Cleaners in advance. Croydon Carpet Cleaners reserves the right to refuse to handle waste that falls outside its normal scope or requires specialist disposal arrangements.
9.5 In some circumstances, additional charges may apply for the removal or specialist disposal of waste generated in the course of the Services. Any such charges will be communicated to the Customer where reasonably possible.
10. Complaints and Dispute Resolution
10.1 Croydon Carpet Cleaners aims to deliver a high standard of service. If the Customer is dissatisfied, they should contact Croydon Carpet Cleaners as soon as possible so that the issue can be investigated.
10.2 In many cases, Croydon Carpet Cleaners may offer to revisit the Premises to inspect and, where appropriate, rectify any issues relating to the original Services, provided this is reported within a reasonable time.
10.3 If a dispute cannot be resolved directly, the parties may agree to refer the matter to an independent mediator or other alternative dispute resolution body before pursuing court proceedings, although this is not a requirement.
11. Privacy and Data Protection
11.1 Croydon Carpet Cleaners collects and processes personal information about Customers in order to provide Services, manage bookings and handle payments and enquiries.
11.2 Personal information will be handled in accordance with applicable UK data protection laws. Information is kept secure and used only for legitimate business purposes, including customer service, administration and legal compliance.
11.3 Customers have rights in relation to their personal data, including rights of access and correction, subject to legal conditions.
12. Amendments to these Terms
12.1 Croydon Carpet Cleaners 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 booking.
12.2 Any significant changes to these Terms and Conditions will be made available to Customers in an appropriate manner.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales.
13.2 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 the Services.
By proceeding with a booking or using the Services of Croydon Carpet Cleaners, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
