UK Service Terms and Conditions for Crayford Carpet Cleaners
These Terms and Conditions set out the basis on which Crayford Carpet Cleaners provides domestic and commercial carpet cleaning services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding between the customer and the service provider. These terms apply to all standard carpet cleaning, upholstery cleaning, stain treatment, and related services supplied under the name Crayford Carpet Cleaners, unless a separate written agreement states otherwise.
For the purposes of these Terms and Conditions, “customer” means any individual, business, landlord, tenant, managing agent, or other party requesting the services. “Service” means the agreed cleaning work to be carried out at the nominated premises. References to “we”, “us”, and “our” refer to Crayford Carpet Cleaners. References to “you” and “your” refer to the customer. These terms should be read carefully before a booking is confirmed, as they govern how carpet cleaning services are arranged, performed, paid for, amended, or cancelled.
We aim to provide a professional and transparent service, but the customer remains responsible for ensuring that the area to be cleaned is suitable for work to take place. This includes giving accurate information about floor coverings, access, parking restrictions, prior treatments, and any known issues such as damage, shrinkage risk, or underlying wear. While carpet cleaning services are often straightforward, some materials and conditions require extra caution, and certain outcomes may vary according to fabric type, age, soiling level, and previous maintenance.
1. Booking Process
Bookings for carpet cleaners in Crayford and surrounding areas may be made by the customer through the agreed booking method. A booking is only confirmed once we have accepted the request, provided the appointment details, and, where required, received any deposit or prepayment. Any estimate given before confirmation is provisional and based on the information supplied at the time. If the customer provides incomplete or inaccurate details, the final service scope, duration, or price may need to be adjusted.
When placing a booking, the customer must provide sufficient information to allow us to assess the work properly. This includes the type of service requested, number and size of rooms or items, access arrangements, and any special requirements. We may refuse, postpone, or re-price a booking where the information supplied is misleading or where the premises, items, or conditions present a health and safety concern. Crayford Carpet Cleaners is entitled to rely on the customer’s description when accepting a booking, and we are not responsible for delays caused by inaccurate information.
If a survey, inspection, or pre-clean assessment is required, it may be necessary to complete that step before final confirmation. The customer should ensure that someone authorised to grant access and agree the work is available at the appointment time. If access is not provided, or if the premises are unsafe or substantially different from the booked description, the visit may still be chargeable, including call-out or wasted journey costs where applicable.
2. Service Standards and Customer Obligations
We will carry out the work with reasonable care and skill, using cleaning methods appropriate to the item or surface concerned. However, the customer acknowledges that carpet and upholstery cleaning does not guarantee complete removal of all stains, odours, marks, or deep-set soiling. Some stains may be permanent, may reappear after drying, or may alter in appearance after treatment. The results of carpet cleaning by Crayford Carpet Cleaners depend on the material, construction, age, and history of the item being cleaned.
The customer must remove small personal items, valuables, ornaments, fragile objects, and other items that may obstruct access or be damaged during cleaning. We may assist with light furniture movement at our discretion, but we are not obliged to move heavy, fixed, unsafe, or delicate items. If items are moved, it is the customer’s responsibility to ensure that they are reassembled, refitted, or returned to their original position where appropriate unless otherwise agreed in writing.
The customer must also disclose any special conditions affecting the work, including infestations, damp, mould, contamination, pet accidents, chemical residues, or previous professional cleaning attempts. We may decline to clean items that are excessively soiled, contaminated, fragile, damaged, or unsuitable for wet cleaning. Where we proceed after a warning has been given, the customer accepts the inherent risk that some deterioration may occur due to pre-existing condition rather than any failure on our part.
3. Payments
Unless otherwise agreed, payment is due immediately upon completion of the work. We may accept payment by bank transfer, card, cash, or other permitted methods as notified at the time of booking or invoicing. For larger jobs, repeat bookings, commercial premises, or out-of-hours appointments, a deposit or full prepayment may be required to secure the slot. Any deposit requirement will be made clear before confirmation.
All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the status of the business and the specific quotation. If VAT applies, it will be shown separately where required by law. Quotes are based on the scope of work described by the customer and may change if the actual conditions differ materially from those described. Additional charges may apply for excessive soiling, extra time, specialist stain treatment, parking charges, congestion-related delays, or extra items requested on the day.
Where an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in suspension of further services, recovery action, or interest and reasonable administrative costs where lawful. If a payment is reversed, disputed without proper cause, or found to be fraudulent, the customer remains liable for the amount due and any related costs incurred in pursuing payment. We reserve the right to withhold non-essential follow-up work until outstanding sums are settled.
4. Cancellations, Rescheduling, and Delays
Customers may cancel or reschedule a booking, but reasonable notice is required. For standard domestic bookings, we ask for at least 24 hours’ notice whenever possible. For larger projects or commercial carpet cleaning services, longer notice may be required, and any notice period will be stated at the time of booking. If the customer cancels at short notice, fails to provide access, or is not present where attendance was required, we may charge a cancellation fee or retain any deposit to cover administrative and lost time costs.
We also reserve the right to cancel or reschedule due to circumstances beyond our control, including severe weather, equipment failure, illness, traffic disruption, safety issues, or events that make attendance impractical. In such cases, we will make reasonable efforts to rearrange the appointment at a mutually convenient time. We will not be liable for indirect losses arising from a change of schedule, but we will not seek payment for services that were not delivered unless a charge is justified under these terms for wasted attendance or customer-caused delay.
If the customer requests a same-day change, extension of service, or additional rooms/items beyond the original booking, we may agree or decline at our discretion depending on available time and resources. Repeated late changes may affect our ability to complete the job properly and may result in further charges. The customer should understand that the appointment window is an estimate, and occasional delay may occur due to the nature of mobile service work and traffic conditions.
5. Liability and Limitations
We will take reasonable care when delivering carpet cleaning services, but our liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by UK law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
We are not responsible for pre-existing damage, latent defects, poor installation, manufacturing faults, colour loss, shrinkage, pile distortion, seam separation, or adverse reactions caused by unsuitable prior treatments or unstable materials. The customer accepts that some items may already be weakened by age, wear, or previous cleaning. We may refuse certain stain removal requests if the risk of damage is disproportionate to the likely benefit. Where the customer insists on proceeding after being warned of risk, any resulting loss may not be recoverable from us.
To the extent legally permitted, our total liability for any claim arising from a single booking shall not exceed the amount paid or payable for the relevant service, unless a different limit is required by law. We will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of goodwill, or losses arising from delay, except where such exclusion is prohibited by law. This limitation applies to claims in contract, tort, negligence, and otherwise, whether or not foreseeable.
6. Waste, Water, and Environmental Regulations
Crayford Carpet Cleaners will dispose of waste generated from the service in accordance with applicable UK waste regulations and environmental obligations. This includes responsibly handling waste water, extracted residues, disposable materials, and any minor waste generated during the cleaning process. Waste arising from the service will not be dumped unlawfully, and we will take reasonable steps to ensure that any disposal is carried out through appropriate and lawful channels.
The customer must not ask us to dispose of hazardous waste, sharp objects, illegal materials, or substances requiring specialist handling unless this has been expressly agreed in advance and can lawfully be undertaken. Where contaminated items or residues are discovered during cleaning, we may pause or stop the work if continuing would create a regulatory or safety issue. Any additional requirements relating to contaminated waste, protective equipment, or specialised disposal may result in extra charges if permitted by law and agreed with the customer.
The customer is responsible for informing us if the premises include special drainage restrictions, water-sensitive flooring, septic systems, or other conditions that may affect disposal or extraction. We will use reasonable care to avoid unnecessary water use or damage, but some moisture, residue, or odour may remain temporarily after cleaning. Drying times can vary, and the customer should follow any reasonable aftercare instructions provided on the day to minimise risk of re-soiling or slip hazards.
7. Access, Property Conditions, and Risk
Where service delivery depends on access to the property, the customer must ensure that entry, parking, and working space are available at the agreed time. If we are unable to reach the premises, gain entry, or safely operate equipment, the appointment may be treated as a missed or wasted booking. The customer may still be charged where our attendance was prevented by circumstances within the customer’s control.
We are not responsible for interference caused by pets, children, third parties, alarm systems, inadequate lighting, unsafe electrics, or restricted access routes. The customer should make sure that the area is reasonably clear and that any fragile flooring, loose fittings, or unstable furniture are identified before work begins. If we identify a risk that may damage property or compromise safety, we may refuse to proceed until the issue is resolved or may limit the scope of the service.
Any personal items left in or near the cleaning area are left at the customer’s risk unless damage is caused by our negligence. We will take reasonable care around the property, but the customer is encouraged to remove valuables and sensitive items in advance. If any item appears damaged or unsuitable for relocation, we may leave it in place. This is particularly relevant to carpet cleaners in the UK operating in occupied homes and shared premises where multiple users may be present.
8. Complaints and Remedy
If the customer believes that the service has not been carried out in accordance with these terms, the issue should be raised within a reasonable period after completion, and where possible before the cleaned area is used heavily or exposed to further contamination. The customer should provide a clear description of the concern and allow us a reasonable opportunity to inspect or address the matter.
Where a complaint is justified, our preferred remedy may be re-treatment of the affected area, a partial refund, or another reasonable corrective measure at our discretion. We will not be liable for issues caused by the customer’s own actions after completion, including premature use, spillages, inappropriate cleaning products, or failure to follow drying advice. Any remedy offered will be proportionate to the issue and shall not exceed what is reasonably necessary to resolve the matter.
Nothing in this complaints section affects the customer’s legal rights under UK consumer law where such rights apply. However, any informal discussion or remedial visit does not amount to an admission of liability beyond what is required by law or these Terms and Conditions. We aim to resolve concerns fairly, but this does not create any obligation to provide compensation where no breach has occurred.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction over any dispute, unless mandatory law requires otherwise. If a customer is based elsewhere in the UK, the service may still be supplied under these terms, but the applicable law will remain the law stated here unless a different written agreement is expressly made.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force so far as legally permitted. These terms may be updated from time to time, and the version in force at the time of booking will apply to that booking unless a later written version is agreed.
