Surrey Carpetcleaning Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Surrey Carpetcleaning provides carpet and upholstery cleaning services to domestic and commercial customers in the United Kingdom. By making a booking, you agree to be bound by these terms, which are designed to make the service clear, fair, and professionally managed. They apply to all standard cleaning appointments, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related add-on services supplied by Surrey Carpetcleaning. For the avoidance of doubt, these terms apply to all customers unless a separate written agreement has been signed by both parties.
In these Terms and Conditions, “we”, “us”, and “our” refer to Surrey Carpetcleaning, and “you” or “the customer” refers to the person or business booking or receiving the service. References to “service” mean the cleaning work agreed at the time of booking, including any inspection, treatment, equipment use, and post-cleaning advice we provide. These terms are intended to support a transparent service relationship and should be read together with any quotation, booking confirmation, or written instructions exchanged before the appointment. If there is any inconsistency between a quote and these terms, the written quote or booking confirmation will take priority only for the specific point in question.
We reserve the right to update these terms from time to time to reflect changes in law, operational practice, or service standards. The version that applies will be the one current at the time your booking is accepted unless a different version is expressly stated in writing. Nothing in these terms affects your statutory rights as a consumer under UK law. Where the customer is a business, consumer legislation may not apply in full, but we will still aim to act reasonably and professionally in all dealings.
Booking Process
A booking for Surrey Carpetcleaning may be made by any reasonable method we make available, and it becomes effective only once we confirm the appointment. A quotation, estimate, or price indication is not itself a binding acceptance of a booking. The booking process generally involves the customer providing basic details about the property, the areas to be cleaned, access arrangements, parking restrictions if any, and any known issues such as heavy staining, pet contamination, water damage, or delicate materials. Accurate information helps us allocate the correct equipment, time, and cleaning products.
At the point of booking, we may request photographs, approximate room measurements, fibre type information, or a description of existing damage. This helps us assess whether the work is suitable and whether any specialist treatment, extra drying time, or additional charges may be required. If the information provided is incomplete, inaccurate, or changes before the visit, we may revise the price, the method, or the appointment time. Surrey Carpetcleaning will not be responsible for delays or inability to complete work caused by incorrect information supplied by the customer.
We may decline or cancel a booking where access is unsafe, where the requested work is outside our service scope, or where we believe the intended cleaning method could damage the item or surface. Likewise, we may refuse to clean items that are structurally unsound, excessively worn, contaminated beyond practical treatment, or unsuitable for wet cleaning. Where we identify such concerns, we will explain the reason and, where practical, suggest an alternative approach. Any acceptance of a booking is conditional upon reasonable access, safe working conditions, and the customer’s cooperation on the day.
Payments
Unless otherwise agreed in writing, payment is due on completion of the service on the same day. Surrey Carpetcleaning may accept bank transfer, card payment, or other approved payment methods, but we are not obliged to provide every method at every appointment. For business customers, payment terms may be stated on the invoice or quotation, and such terms will apply where expressly agreed. If no credit term has been granted in writing, immediate payment applies.
The price quoted is based on the information provided before the appointment and may change if the work required differs from what was described at booking. Additional charges may apply where we are asked to clean extra rooms, heavily soiled areas, specialist fabrics, or items requiring more time, materials, or equipment than first anticipated. Any material increase in price will normally be explained before additional work is carried out. If the customer chooses not to proceed with the additional work, we will complete only the originally agreed service where possible.
If payment is not received when due, we may charge interest and recovery costs to the extent permitted by law, especially for business customers. We may also suspend further services until outstanding sums are cleared. Where a payment is reversed, declined, or disputed without valid reason, the customer remains responsible for the amount due and any associated bank or administrative fees reasonably incurred by us. All prices are stated in pounds sterling unless expressly noted otherwise and may include or exclude VAT depending on our current tax status and the nature of the transaction.
Deposits, Discounts, and Promotions
We may request a deposit for larger jobs, commercial appointments, or repeated cancellations. Any deposit terms will be explained before confirmation of the booking. Where a deposit is taken and the customer later cancels outside the permitted cancellation window, the deposit may be retained to cover administrative time and reserved capacity, subject to applicable law. Promotional pricing, package offers, or seasonal discounts are offered at our discretion and may be withdrawn or amended at any time before a booking is confirmed. They do not create a continuing entitlement to the same price on future appointments.
Cancellations and Rescheduling
We understand that plans can change, and we ask customers to notify us as soon as possible if they need to cancel or reschedule. Cancellations made with reasonable notice, usually at least 24 hours before the appointment, will normally not incur a charge unless a deposit or special-order materials have already been committed to the booking. Cancellations made at short notice may result in a charge where we have already allocated time, staff, or equipment specifically for your appointment.
If you are unable to provide access on the agreed date and time, or if the property is not ready for cleaning, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out fee or minimum service charge may apply to reflect wasted time and travel. We will always aim to act fairly, but repeated short-notice cancellations or missed appointments may lead us to refuse future bookings. Surrey Carpetcleaning also reserves the right to reschedule where staff illness, equipment failure, adverse weather, or other operational issues make attendance impractical.
Where we must cancel or reschedule, we will try to provide notice as early as possible and offer an alternative appointment. If we are unable to attend due to our own fault, any prepaid amount for the cancelled visit will be refunded or rebooked at your option, unless the parties agree otherwise. Our liability for cancellation is limited to the refund of sums paid for the affected service, except where further rights cannot be excluded by law. We will not be liable for losses arising from circumstances beyond our reasonable control.
Service Standards and Customer Responsibilities
The customer must ensure that the work area is reasonably clear and accessible before the appointment begins. This includes removing small personal items, fragile objects, and valuables from floors, sofas, and surrounding areas where cleaning will take place. We may move light furniture where safe and practical, but we are not obliged to move heavy, fixed, or high-value items. If items are moved at your request, you accept that minor marks or movement of underlying surfaces may occur as part of normal handling, except where caused by our negligence.
You should also inform us in advance of any special circumstances that may affect the cleaning process, such as underfloor heating, recently fitted carpets, water-sensitive materials, hidden damage, or recent pest treatment. Failure to disclose relevant information may affect results and may increase the risk of damage. Where the customer instructs us to proceed despite warnings about suitability, stain persistence, shrinkage risk, colour loss, or other known hazards, such instruction is taken as the customer’s informed acceptance of that risk, to the extent permitted by law.
We may take reasonable steps to protect floors, doorways, and adjoining surfaces during the visit, but we cannot guarantee the complete avoidance of incidental moisture, minor scuffing, or temporary odour associated with the cleaning process. Drying times are estimates only and can vary depending on fabric type, ventilation, temperature, soiling level, and weather conditions. The customer is responsible for allowing adequate drying time before using cleaned areas. Any aftercare advice given is provided in good faith and should be followed to help maintain results and reduce the risk of re-soiling.
Liability and Limitations
Surrey Carpetcleaning will use reasonable skill and care in performing the service. If we are found liable for loss or damage caused by our negligence, our responsibility will be limited, subject to applicable law, to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation. We do not accept responsibility for pre-existing damage, hidden defects, normal wear and tear, manufacturing faults, colour instability, or deterioration that becomes apparent during or after cleaning unless directly caused by our negligence.
We will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of enjoyment, loss of goodwill, or any similar financial or non-financial loss, except where such exclusion is not permitted by 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 under UK law. Where a customer is acting as a consumer, the service must be provided with reasonable care and skill, and these terms will be interpreted consistently with that requirement.
If an item is particularly valuable, rare, antique, bespoke, or irreplaceable, you should notify us before the service begins so we can decide whether it is suitable for cleaning and whether additional precautions are required. We may refuse to clean items that present a disproportionate risk. Any claim concerning alleged damage must be raised within a reasonable time after the service, with supporting photographs and a clear description of the issue. Failure to allow us a fair opportunity to inspect, remedy, or investigate may affect the handling of the claim. In all cases, the customer must take reasonable steps to mitigate any loss.
Waste, Disposal, and Environmental Regulations
When providing carpet and upholstery cleaning, we may generate waste water, removed residues, disposable cloths, packaging, spent filters, or other minor waste materials. Surrey Carpetcleaning will handle and dispose of waste in a lawful and responsible manner, in line with applicable waste regulations and environmental obligations. We will not knowingly dispose of waste in a way that causes pollution, nuisance, or breach of local or national rules. Any waste requiring special handling, such as contaminated materials, must be disclosed in advance and may incur additional charges.
The customer must not ask us to dispose of prohibited, hazardous, or regulated waste unless such disposal has been expressly agreed in writing and can lawfully be carried out. Examples may include materials contaminated by bodily fluids, chemicals, asbestos-related debris, sharps, or items subject to specific disposal restrictions. If such materials are discovered during the service and were not disclosed beforehand, we may stop work immediately and charge for time already spent. We may also require the customer to arrange specialist disposal at their own expense.
Where waste or extraction residue must be contained, drained, or otherwise managed on site, the customer must provide suitable facilities and permission if required. We are not responsible for blocked drains, unsuitable disposal points, or pre-existing plumbing issues unless caused by our negligence. Any packaging, consumables, or transport containers remain our property unless expressly left behind with permission. We encourage sensible water and chemical use and may choose cleaning methods that reduce environmental impact where practical and appropriate for the material.
General Legal Provisions
The contract between Surrey Carpetcleaning and the customer is formed when we accept a booking or otherwise agree to perform the service. No variation to these terms is effective unless confirmed in writing by us. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or provision does not waive that right or provision. Headings are for convenience only and do not affect interpretation.
We may subcontract or delegate any part of the service to a suitably qualified third party, provided that overall responsibility for the contracted work remains with us unless expressly stated otherwise. You may not assign your rights or obligations under these terms without our written consent. Any notice required under these terms should be given in a reasonable and traceable manner. These terms are intended to be read as a whole and in a commercially sensible way. Nothing in them is intended to create rights for any person who is not a party to the contract, except where mandatory law provides otherwise.
These terms and any dispute or claim arising from them are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, except where the customer is resident elsewhere in the UK and mandatory consumer law provides a different forum. By booking Surrey Carpetcleaning services, you acknowledge that you have read, understood, and accepted these Service Terms and Conditions. They are designed to ensure a clear, lawful, and professional cleaning arrangement for all parties.
