Terms and Conditions for Surrey Carpet Cleaners
These Terms and Conditions set out the basis on which Surrey Carpet Cleaners supplies carpet, upholstery, rug and related cleaning services to residential and commercial customers. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation requesting the services.
Company means Surrey Carpet Cleaners, the provider of the services.
Services means any carpet, upholstery, rug, mattress, hard floor or other cleaning or related service provided by the Company.
Premises means the location at which the Services are to be carried out.
Technician means any employee, contractor or representative engaged by the Company to provide the Services.
2. Scope of Services
The Company provides professional cleaning services including, but not limited to, carpet cleaning, upholstery cleaning, rug cleaning, mattress cleaning and stain treatment within its service area. The exact scope of work for each booking will be agreed at the time of quotation and confirmed in the booking confirmation.
The Company reserves the right to refuse any job that it reasonably considers unsafe, unsuitable, beyond the practical scope of the equipment and methods used, or where access is restricted or hazardous.
3. Booking Process
Bookings may be requested by the Customer through the Company’s accepted channels of communication. A booking is not confirmed until the Customer has received explicit confirmation from the Company.
At the time of booking, the Customer must provide accurate information including the type and size of areas to be cleaned, the condition and age of carpets or upholstery, known stains, access details, parking availability and any relevant health and safety issues. Quotations are based on the information supplied and may be revised if the actual condition or size differs materially from that described.
The Company may request photographs or additional details to provide an accurate quotation. Any quoted arrival time or appointment window is an estimate. While the Company aims to be punctual, delays may occur due to traffic, weather or operational factors. In such cases, the Company will use reasonable efforts to inform the Customer of any significant delay.
The Customer must ensure that a responsible adult is present at the Premises for the duration of the appointment and is authorised to approve the work, discuss any variations and sign any relevant documents.
4. Estimates, Quotations and Pricing
All quotations are provided based on the information supplied by the Customer and are valid for a period specified by the Company at the time of issue, or if none is specified, for 30 days from the date of the quotation.
Prices may be based on room size, total area, item count or a minimum call-out charge. The Company reserves the right to adjust the price if the actual size, condition or access differs from that originally described, provided that the Customer is informed and approves any revised price before work continues.
Any additional services requested on site that were not included in the original quotation may incur additional charges, which will be agreed with the Customer before the extra work is undertaken.
5. Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the Services at the Premises. The Company accepts payment by methods notified to the Customer at the time of booking or on site.
For commercial customers or larger domestic jobs, the Company may require a deposit or full prepayment before the Services are carried out. Any such requirement will be communicated at the time of booking.
Where invoices are issued, they are payable within the payment terms stated on the invoice. If no specific terms are stated, payment is due within 7 calendar days from the invoice date.
The Company reserves the right to charge interest on overdue amounts at the statutory rate permitted under applicable law, accruing daily from the due date until the date of actual payment in full, whether before or after judgment.
6. Cancellations and Rescheduling
If the Customer wishes to cancel or reschedule a booking, the Customer must notify the Company as soon as reasonably possible.
Cancellations or rescheduling made with at least 48 hours notice before the scheduled appointment time will generally not incur a charge, unless otherwise specified at the time of booking.
The Company reserves the right to charge a cancellation fee for appointments cancelled or rescheduled with less than 48 hours notice. The amount of any such fee will be communicated to the Customer in advance as part of the booking process or in these Terms and Conditions as updated from time to time.
Where the Technician is unable to gain access to the Premises at the agreed time, or is turned away, or the Premises are not in a suitable state for the Services to be carried out, the Company may treat the appointment as cancelled on short notice and may charge a call-out or cancellation fee.
The Company reserves the right to cancel or reschedule an appointment due to circumstances beyond its reasonable control, including but not limited to serious illness, equipment failure, extreme weather or access issues. In such cases, the Company will use reasonable efforts to offer an alternative appointment time but will not be liable for any consequential losses arising from the cancellation.
7. Customer Obligations and Access
The Customer is responsible for ensuring that the Premises are safe and accessible for the Technician and that adequate lighting, electricity and hot water are available where reasonably required.
The Customer must remove fragile, valuable or breakable items from the areas to be cleaned before the Technician arrives. The Company will not be responsible for moving heavy furniture, fragile items, electrical equipment or personal belongings unless expressly agreed in advance.
The Customer must ensure that children and pets are kept away from the work areas and equipment during and immediately after cleaning, until carpets, upholstery and floors are fully dry and safe to walk on.
Any parking charges or restrictions near the Premises must be disclosed at the time of booking. The Customer is responsible for any parking costs or permits reasonably required for the Technician to carry out the Services.
8. Cleaning Results and Limitations
The Company will use reasonable care and skill in providing the Services and will use appropriate cleaning methods and products based on the type and condition of the items to be cleaned.
However, the Company does not guarantee that all stains, odours or marks can be removed or that fading, wear, pre-existing damage or shading can be corrected. Some stains may be permanent, and results will vary depending on the age, fibre type, previous cleaning, and nature of the contamination.
Any estimated drying times provided are approximate and can be affected by ventilation, temperature, humidity, fibre type and soiling. The Customer is responsible for ensuring adequate ventilation after the Technician leaves and for avoiding use of cleaned areas until they are fully dry.
9. Damage, Liability and Insurance
The Company will take reasonable care to avoid damage to the Customer’s property while carrying out the Services. The Company holds insurance cover appropriate to the nature of its business.
If the Customer believes that damage has occurred as a result of the Services, the Customer must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work, providing full details and supporting evidence where possible.
The Company’s liability for any direct loss or damage arising from its negligence or breach of contract will be limited to the lesser of the cost of restoring the damaged item to its pre-incident condition or the current market value of the item, subject to any limitations in the Company’s insurance policy and applicable law.
The Company will not be liable for any pre-existing damage, wear, fading, shrinkage, loose seams, fraying, colour loss, colour transfer, pile distortion, or deterioration arising from previous cleaning, incorrect installation, inappropriate products used by third parties, or inherent weaknesses in the fabric or carpet.
The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of use, loss of opportunity or any other economic loss, whether arising in contract, tort or otherwise, to the fullest extent permitted by law.
10. Waste Handling and Environmental Compliance
The Company will handle, transport and dispose of any waste generated during the provision of the Services in compliance with applicable waste and environmental regulations.
Where practical, any solid waste arising from the cleaning process will be collected and removed by the Technician. However, the Customer may be responsible for the disposal of certain types of waste that require specialist handling or that are beyond the normal scope of the Company’s operations.
The Company will not remove or handle hazardous, toxic or regulated waste, including but not limited to asbestos, needles, clinical waste, chemical spills or animal infestations. If such materials are discovered during the job, the Technician may suspend work and advise the Customer to contact a specialist contractor. Any suspension in such circumstances may result in a partial charge for time and resources already committed.
The Company aims to use cleaning solutions and practices that minimise environmental impact where reasonably possible, without compromising cleaning effectiveness and safety.
11. Health and Safety
The Company operates in accordance with relevant health and safety legislation. Technicians are required to follow safe working practices, including the use of appropriate personal protective equipment and safe handling of cleaning solutions.
The Customer must inform the Company of any known health and safety risks at the Premises, including loose floor coverings, electrical hazards, restricted ventilation, or any occupants with particular allergies or sensitivities to cleaning products.
12. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Technician on site where possible so that an immediate solution can be considered.
If the issue cannot be resolved during the appointment, the Customer must contact the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the Services, providing full details and any relevant evidence. The Company will investigate the complaint and may request an opportunity to inspect the work and, where appropriate, to attempt a remedy.
The Company’s obligation will be limited, at its discretion, to re-cleaning the affected area or offering a partial refund where a re-clean is not appropriate or not accepted, subject always to the limitations of liability set out in these Terms and Conditions.
13. Use of Customer Data
The Company collects and uses personal data provided by the Customer for the purposes of managing bookings, delivering the Services, processing payments and communicating with the Customer about appointments and related matters.
The Company will take reasonable measures to protect personal data and will not sell or disclose such data to third parties except where required for the provision of the Services, to comply with legal obligations, or as otherwise permitted by law.
14. Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, business practices or service offerings. Any revised terms will be made available by the Company and will apply to bookings made after the date on which the revised terms take effect.
For existing bookings, the version of the Terms and Conditions in force at the time of booking will normally apply, unless a later version is more favourable to the Customer or a change is required by law.
15. Governing Law and Jurisdiction
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 laws of England and Wales.
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 their subject matter.
16. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but such deletion shall not affect the validity and enforceability of the remaining provisions.
No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.