Terms And Conditions
Surrey Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Surrey Carpet Cleaning provides professional cleaning services to residential and commercial customers. By booking or accepting 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.
Company means Surrey Carpet Cleaning, the provider of the cleaning services.
Customer means any individual, company, or organisation that books or receives services from the Company.
Services means carpet cleaning and any related cleaning services supplied by the Company as agreed at the time of booking.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract formed between the Company and the Customer when a booking is confirmed.
2. Scope of Services
The Company provides professional cleaning services, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, and related treatments. The precise scope of the Services will be as described in the booking confirmation.
The Company reserves the right to decline work that is unsafe, unlawful, or beyond its reasonable capabilities or specialist equipment. This includes, for example, areas with significant health and safety risks, infestations, or structural hazards.
The Customer is responsible for ensuring that the Premises are accessible, safe, and suitable for the provision of the Services at the agreed time.
3. Booking Process
Bookings may be made by the Customer through the Company’s approved booking channels. The Customer must provide accurate and complete information, including the property address, type and size of areas to be cleaned, access details, and any relevant information concerning stains, damage, or special requirements.
A booking is only confirmed when the Company issues a booking confirmation. The Company may request additional information or clarification before accepting a booking. Any quotations provided are based on the information supplied by the Customer and may be revised if that information proves to be inaccurate or incomplete.
The Customer must ensure that an authorised adult is present at the Premises during the scheduled time of the Services, unless otherwise agreed in advance with the Company.
4. Quotations and Pricing
All quotations are provided in good faith based on the information supplied by the Customer. The Company reserves the right to amend quotations if, upon arrival, the actual condition or size of the Premises or items to be cleaned differs materially from that described at the time of booking.
Prices are stated inclusive or exclusive of applicable taxes as specified in the quotation. Any additional work requested on the day of service that is beyond the original quotation may incur extra charges, which will be agreed with the Customer before the additional work is carried out.
The Company may from time to time update its pricing structure. Changes to standard prices will not affect bookings that have already been confirmed, unless the booking details are subsequently changed by the Customer.
5. Payments and Invoicing
Unless otherwise agreed in writing, payment for the Services is due on completion of the work on the day of service. The Company accepts the payment methods notified to the Customer at the time of booking.
For commercial or repeat Customers, the Company may agree alternative payment terms, such as invoicing with a specified payment period. Where such terms are agreed, the payment due date will be clearly stated on the invoice.
In the event of late payment, the Company reserves the right to charge reasonable interest and administrative fees in line with applicable legislation and to suspend further Services until all outstanding amounts are paid in full.
The Customer is responsible for ensuring that payment details provided are accurate and that sufficient funds are available. The Company may refuse to commence or continue work if payment arrangements are not satisfactory.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company as much notice as reasonably possible through an approved communication method.
Where the Customer cancels or reschedules with sufficient notice, any cancellation or rescheduling charges will be applied in accordance with the Company’s then current policy, as advised at the time of booking. The Company aims to operate a fair and reasonable approach, taking into account the time reserved for the Customer and the Company’s ability to reallocate that time.
If the Customer cancels or reschedules at very short notice, fails to provide access to the Premises at the agreed time, or the Premises are not in a safe condition for work to proceed, the Company may charge a fee to cover travel, time, and administrative costs.
The Company may cancel or reschedule a booking if it is unable to provide the Services due to circumstances beyond its reasonable control, such as severe weather, staff illness, equipment failure, or other operational issues. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer a new appointment time. The Company will not be liable for any indirect losses arising from such cancellations or rescheduling.
7. Customer Obligations
The Customer agrees to provide clear access to the Premises at the agreed time and to ensure that all areas to be cleaned are reasonably clear of personal items, breakables, and obstructions.
The Customer must inform the Company in advance of any issues that may affect the performance of the Services, including but not limited to pre-existing damage, loose fittings, fragile materials, or areas of particular concern.
The Customer is responsible for securing valuables and confidential items before the arrival of the cleaning team. The Company does not accept responsibility for loss of cash, jewellery, or other valuables that are not securely stored.
Where the Customer requests the movement of furniture or other heavy items, this will be undertaken at the Customer’s risk, and the Company may decline to move items that are particularly heavy, fragile, or unsafe to move.
8. Service Standards and Limitations
The Company aims to carry out the Services with reasonable care and skill and in accordance with industry standards for professional cleaning.
While the Company uses professional-grade equipment and cleaning products, the Customer acknowledges that certain stains, odours, or damage may be permanent and cannot be fully removed. No guarantee is given that all staining or soiling will be eliminated, particularly where carpets or fabrics are old, worn, discoloured, or have been previously treated with unsuitable products.
The Customer acknowledges that variations in fabric type, dye stability, and existing wear may affect the outcome of the cleaning process. The Company will exercise reasonable care but is not liable for colour loss, shrinkage, pile distortion, or other changes inherent to the cleaning of certain materials, provided appropriate methods have been used.
9. Health, Safety, and Access
The Company will carry out the Services in compliance with applicable health and safety requirements and will take reasonable steps to prevent accidents or damage. The Customer agrees to cooperate with the Company to maintain a safe working environment.
The Customer must ensure that pets and children are kept away from equipment, chemicals, and work areas during the provision of the Services and while carpets or fabrics are drying.
The Customer is responsible for providing access to electricity and water where required. If the Company cannot safely access necessary utilities, this may affect the ability to complete the work and may result in additional charges.
10. Waste Handling and Environmental Responsibilities
The Company will handle and dispose of waste arising from the Services in accordance with applicable waste and environmental regulations and accepted industry practice.
Where the Services generate waste water, soiled extraction water, or residue from cleaning products, the Company will dispose of such waste responsibly and, where appropriate, via the Customer’s drainage system, provided it is lawful and suitable to do so.
The Customer agrees not to request or require the Company to dispose of waste in any manner that would breach local waste management or environmental laws. The Company reserves the right to refuse any request that could result in unlawful disposal or environmental harm.
The Company may, at its discretion, use environmentally considerate products and methods where practical, but this may be subject to the nature of the work and the Customer’s specific requirements.
11. Damage, Complaints, and Liability
The Company will take reasonable care to avoid damage to the Premises and Customer property while performing the Services. If the Customer believes that any damage has been caused by the Company, the Customer must notify the Company as soon as reasonably possible, providing details and any supporting evidence.
The Company will investigate complaints and, where appropriate, may arrange an inspection, carry out remedial work, or offer a fair and reasonable resolution. The Customer agrees to give the Company an opportunity to address and rectify any issues before seeking alternative remedies.
The Company’s total liability for direct loss or damage arising from the Services, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable by the Customer for the specific service in question, unless otherwise required by law.
The Company is not liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity. 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 lawfully be excluded or limited.
12. Insurance
The Company maintains insurance cover that is appropriate for the type of Services provided and the areas in which it operates. Details of insurance cover can be made available on reasonable request.
The Customer is responsible for arranging and maintaining any insurance they consider necessary for their own property and belongings, including cover for accidental damage, where applicable.
13. Data Protection and Privacy
The Company will collect and use personal data supplied by the Customer for the purposes of administering bookings, providing the Services, managing payments, and handling queries or complaints.
The Company will take reasonable steps to keep personal information secure and will not share it with third parties other than as necessary to provide the Services, process payments, comply with legal obligations, or manage its legitimate business operations.
14. Variations to Terms
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings made after the date of the change. Changes will not affect confirmed bookings unless required by law or agreed with the Customer.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any Agreement between the Company and the Customer, are governed by and shall be construed in accordance with the laws of England and Wales.
The parties agree that any disputes arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights the Customer may have at law.
16. Entire Agreement
These Terms and Conditions, together with any written quotation, booking confirmation, or other written agreement between the Company and the Customer, constitute the entire agreement relating to the provision of the Services and supersede any prior discussions or understandings.
By proceeding with a booking, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
