Terms And Conditions

Surrey Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Surrey Carpet Cleaning provides carpet, upholstery and related cleaning services to domestic and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions, which form a contract between you and Surrey Carpet Cleaning.

1. Definitions

In these Terms and Conditions:

Customer means the person, firm or organisation booking the services.

Company means Surrey Carpet Cleaning.

Services means any cleaning or related work supplied by the Company, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and deodorising.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Customer and the Company incorporating these Terms and Conditions.

2. Scope of Services

The Company will provide the Services as agreed at the time of booking, based on the information supplied by the Customer. The exact methods, equipment and cleaning solutions used will be at the discretion of the Company, taking into account the type of fibres, condition of items to be cleaned and any access or safety considerations at the Premises.

The Company does not undertake structural repairs, pest control, building works, or any services outside normal cleaning activity. If, upon arrival, the required work falls outside our usual Services or presents a health and safety risk, the Company reserves the right to decline or amend the Service.

3. Booking Process

Bookings can be requested through the Company’s accepted communication channels and are subject to availability. Any quotations provided are based on the information given by the Customer, including room sizes, item descriptions, level of soiling and access.

The Company may request photographs or further details to confirm the scope of work. The booking is only confirmed when the Company has issued a confirmation, which may include the date, time window, estimated duration and price, together with any applicable call-out or minimum charge.

The Customer is responsible for ensuring that all details provided at the time of booking are accurate and complete. If the information given is incomplete or inaccurate, the Company may adjust the quote, amend the booking, or refuse to proceed with the Service on arrival.

4. Access to the Premises

The Customer must ensure that the Premises are accessible at the agreed time and that someone with authority to accept the work is present, unless alternative arrangements have been agreed in advance.

Parking and access for the Company’s operatives and equipment must be provided. Any parking fees, permits or related charges are the responsibility of the Customer and may be added to the final invoice if not settled directly by the Customer.

If the operatives cannot gain access or are unreasonably delayed due to issues at the Premises, this may be treated as a late cancellation or aborted visit and may be charged in accordance with the cancellation policy.

5. Customer Responsibilities Prior to Cleaning

The Customer is responsible for:

Ensuring the area to be cleaned is reasonably tidy and accessible.

Removing small items, breakables, valuables and personal belongings from the areas where Services will be carried out.

Informing the Company in advance of any known defects, damage, loose fittings, or particular concerns about carpets, rugs, upholstery or flooring.

Securing pets and making arrangements so that they do not interfere with the work or pose a safety risk.

The Company will not move heavy, fragile or valuable furniture unless specifically agreed and only where it is safe to do so. Where items are not moved, the cleaning will only be carried out in accessible areas.

6. Pricing, Estimates and Quotations

The Company may provide prices based on individual items, room sizes, minimum call-out charges, or by agreement for larger projects. All prices are stated in pounds sterling and, where applicable, will specify whether they include or exclude VAT or other taxes.

Any quotation is given in good faith based on the information provided by the Customer and is valid for a limited period as stated at the time of issue. The Company reserves the right to revise a quotation if on arrival the work differs significantly from the description, the area is larger than stated, or the level of soiling is substantially heavier than indicated.

7. Payments and Invoicing

Unless otherwise agreed in writing:

Domestic customers are required to pay on completion of the Service, using a method of payment accepted by the Company at the time.

Commercial customers may be offered account terms, typically with payment due within an agreed number of days from the invoice date.

The Company reserves the right to request a deposit or prepayment, particularly for larger bookings, special treatments or first-time commercial customers.

If payment is not received by the due date, the Company may charge reasonable late payment fees or interest in line with applicable UK law and may suspend further Services until the account is brought up to date.

8. Cancellations, Rescheduling and Aborted Visits

The Customer may cancel or reschedule an appointment by giving reasonable notice. The Company’s standard minimum notice period for changes or cancellations will be advised at the time of booking.

If the Customer cancels or reschedules with less than the stated notice period, the Company may charge a cancellation fee, which may be a set amount or a percentage of the quoted price, to cover costs and loss of opportunity.

If, on arrival, the Company is unable to gain access to the Premises, or the Customer declines the Service without prior notice, this may be treated as a late cancellation and charged accordingly.

In the rare event that the Company must cancel or reschedule a booking, for example due to staff illness, vehicle breakdown, severe weather, or other circumstances beyond its reasonable control, the Company will notify the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such changes.

9. Service Quality and Limitations

The Company will carry out the Services with reasonable skill and care, following industry-appropriate methods. However, some stains, odours and wear may be permanent, and no guarantee can be given that every stain or mark will be fully removed, or that colour or appearance will be fully restored.

The results of cleaning may be affected by the age and condition of the fibres, previous cleaning, use of household products, sun damage, dye instability, or hidden defects such as backing deterioration or loose seams. The Company will not be responsible for pre-existing damage, wear, fading, or defects that become more visible after cleaning.

Drying times vary according to fabric type, weather, ventilation and the level of soiling. The Customer is responsible for keeping children, pets and footwear off wet carpets and textiles until they are fully dry and for ensuring adequate ventilation.

10. Damage, Liability and Insurance

The Company will take reasonable care while providing the Services. In the unlikely event of accidental damage directly caused by the Company, the Customer must notify the Company as soon as possible and, in any case, within 48 hours of completion of the Service.

The Company’s liability will be limited, at its option, to:

Repairing the damage, or

Arranging a suitable restoration or specialist treatment, or

Paying fair replacement or compensation, taking into account the age, condition and value of the item.

The Company will not be liable for:

Any pre-existing damage, wear, defects or issues not caused by the Company.

Any damage or loss resulting from inaccurate or incomplete information provided by the Customer.

Any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.

Any issues arising where the Customer has not followed aftercare advice, including ventilation and drying instructions.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be limited or excluded under applicable UK law.

11. Waste Handling and Environmental Regulations

The Company will handle and dispose of any waste generated in the course of the Services in accordance with applicable environmental and waste management regulations.

Cleaning solutions and residues used during normal operations are selected and used responsibly, taking into account environmental impact and safety guidelines. Where possible, the Company uses products compatible with relevant standards for safe and appropriate use.

Any bulky waste, furniture, or large quantities of refuse on the Premises are the responsibility of the Customer unless specifically agreed as part of an additional service. The Customer must not request or permit the Company’s operatives to remove or dispose of waste in a manner that breaches local or national waste regulations.

12. Health and Safety

The Company follows reasonable health and safety practices when carrying out the Services. The Customer agrees to provide a safe working environment and to inform the Company of any hazards, including loose floor coverings, broken fixtures, electrical issues, or other risks at the Premises.

The Company may refuse to carry out, or may stop, the Service if conditions at the Premises pose a risk to the operatives, the Customer, or third parties. In such circumstances, a charge may still apply where the Company has attended in good faith.

13. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Service, the Customer should notify the Company as soon as possible, and in any event within a reasonable period following completion. The Company will investigate the complaint and, where appropriate, may arrange a revisit to inspect and, if feasible, rectify the issue.

Any disputes that cannot be resolved informally may be referred to an appropriate alternative dispute resolution process where available, or dealt with by the courts as set out in the governing law and jurisdiction clause.

14. Force Majeure

The Company is not liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, lockouts, acts of government, power failures, or equipment breakdown not caused by the Company’s negligence.

15. Privacy and Confidentiality

The Company will only collect and use personal information necessary to manage bookings, perform the Services and administer the customer relationship. The Company will take reasonable steps to keep such information secure and will not sell personal data to third parties.

The Customer is responsible for ensuring the accuracy of their personal and billing information and for informing the Company of any changes relevant to the delivery of the Services.

16. Changes to These Terms and Conditions

The Company may update these Terms and Conditions from time to time. The version that applies to a particular booking will be the version in force at the time the booking was confirmed. Revised terms may be posted or otherwise made available to Customers for future bookings.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any Agreement between the Customer and the Company, are governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

By proceeding with a booking, the Customer confirms acceptance of these Terms and Conditions and acknowledges that they form the basis of the contractual relationship with Surrey Carpet Cleaning.