Terms and Conditions for Crewshill Carpet Cleaners

These Terms and Conditions set out the basis on which Crewshill Carpet Cleaners (“we”, “us”, “our”) provides carpet cleaning, upholstery cleaning, stain treatment, rug cleaning, and related domestic or commercial cleaning services to you (“you”, “the customer”). By making a booking with Crewshill Carpet Cleaners, you agree to be bound by these terms. Please read them carefully before confirming any appointment. They are intended to clarify how our carpet cleaning services are arranged, how payments are handled, what happens if a booking is changed or cancelled, and the limits of our responsibility.

These terms apply to all service requests made by phone, email, online form, messaging platform, or any other booking method we may offer from time to time. They apply whether the work is carried out at a private home, rental property, office, retail unit, or other premises where our cleaning services are requested. If any special terms are agreed in writing for a particular job, those terms will apply only to the extent that they do not conflict with these Terms and Conditions.

We reserve the right to update these terms when necessary to reflect changes in law, business practices, or service arrangements. The version in force at the time your booking is accepted will normally apply to that booking. If a change is material and affects a confirmed appointment, we will take reasonable steps to make you aware of it before the service is carried out.

1. Booking process

To make a booking with Crewshill Carpet Cleaners, you must provide accurate information about the property, the areas to be cleaned, access arrangements, and any conditions that may affect the cleaning process. This may include details such as room sizes, fabric type, pet stains, heavy soiling, existing damage, parking limitations, or restricted access. The accuracy of the information you provide is important because quotations and time estimates are based on it.

Any quotation we provide before attending is an estimate unless we clearly state that it is fixed. A quotation may be adjusted if the actual work differs from the description given at the time of booking, including where additional rooms, heavier contamination, difficult access, or specialist treatment is required. If we arrive and the service cannot be performed safely or effectively due to incomplete information, unsuitable conditions, or lack of access, we may treat the appointment as a late cancellation and charge accordingly where permitted by law.

Bookings are accepted only when we confirm them. A requested date or time is not guaranteed until we have sent a booking confirmation or otherwise expressly agreed to attend. We may decline or reschedule a booking if we reasonably believe the service cannot be completed to an appropriate standard, if equipment or staffing are unavailable, or if the premises present a safety concern. Carpet cleaners are often required to assess fabric condition and drying expectations on arrival, and you agree that a final on-site assessment may affect the scope of work.

It is your responsibility to ensure that the area to be cleaned is ready for service before we arrive. This includes moving fragile items where appropriate, securing pets, providing working utilities if needed, and ensuring that we can access the property at the agreed time. We are not responsible for delays caused by lack of access, missed appointments due to incorrect address details, or inability to begin work because the area has not been prepared.

Where relevant, you should inform us in advance of any health and safety issues, including concealed hazards, slippery surfaces, asbestos, contamination, insect infestation, electrical faults, or structural concerns. If, in our reasonable opinion, continuing with the work would create a risk to people, property, or equipment, we may suspend or stop the service. In such circumstances, you may remain liable for any work already completed and for any reasonable costs incurred in attending the site.

2. Payments

All prices are normally quoted in pounds sterling and, unless stated otherwise, may be subject to VAT where applicable. Our pricing may be based on the size of the area, level of soiling, number of items, material type, or the specific treatment requested. Unless we expressly agree a fixed-price arrangement, the final charge may vary if the actual work differs from the original description or if additional services are requested during the appointment.

Payment terms will be confirmed at the time of booking or on arrival. We may require a deposit to secure the booking, particularly for larger jobs or commercial appointments. Any deposit paid is usually deducted from the final balance. The remaining amount must be paid immediately upon completion unless we have agreed alternative terms in writing. We may accept card payment, bank transfer, cash, or other methods we specify, but we are not obliged to accept all methods in every case.

Late payments may result in additional charges, including reasonable recovery costs, interest where permitted by law, and administrative fees associated with collecting overdue sums. If a payment is reversed, disputed without valid reason, or fails due to insufficient funds, you remain liable for the unpaid balance and any associated charges. We may suspend further services until all outstanding amounts are settled.

3. Cancellations and rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. The exact notice period may depend on the type of appointment and the amount of preparation required, but we will normally expect at least twenty-four hours’ notice where possible. If you cancel at short notice, fail to provide access, or are not present for a booked appointment, we may charge a cancellation fee or retain any deposit already paid to cover time lost and costs incurred.

If we need to cancel or reschedule due to illness, equipment failure, adverse weather, travel disruption, or another reason beyond our reasonable control, we will aim to notify you as soon as practicable and offer a new appointment. We are not responsible for any indirect losses arising from a cancellation or delay, such as lost earnings, inconvenience, or third-party charges, provided we acted reasonably and in good faith.

For recurring or multi-stage work, repeated cancellations or repeated inability to gain access may lead us to withdraw the remaining booking(s). Where this happens, any refund or charge adjustment will be based on work already completed and any costs reasonably incurred. In all cases, cancellations do not affect your obligation to pay for services that have already been performed.

4. Service standards, liability, and limitations

We will use reasonable skill and care in providing our carpet cleaning services. However, cleaning results can vary depending on the age, condition, fibre type, prior treatments, dye stability, and general wear of the item or surface being cleaned. Some stains may not be removable, some odours may persist, and some materials may react unpredictably to moisture, heat, chemistry, or mechanical action. You acknowledge that certain pre-existing marks, shading, pile distortion, or colour loss may become more visible after cleaning.

We do not guarantee the complete removal of all stains, bacteria, allergens, or odours, and we do not promise that items will be restored to a like-new condition unless we have expressly agreed that in writing and it is reasonably achievable. We may decline to treat items that are likely to be damaged by cleaning, and we may advise on a safer alternative approach. If you request a treatment contrary to our advice, you do so at your own risk.

Our liability for loss or damage, whether arising in contract, tort, negligence, misrepresentation, or otherwise, is limited to the amount paid or payable for the specific service in question, except where the law does not allow this limitation. We are not liable for indirect or consequential losses, loss of profits, loss of business, or loss of opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

5. Customer responsibilities

You must take reasonable steps to protect items that are sensitive to moisture, heat, or cleaning agents. This includes removing valuables, securing loose objects, and advising us of hidden hazards. Any furniture moved by us will be moved only to the extent reasonably necessary for access and only where it can be done safely. We are not responsible for damage caused by items that are unstable, poorly assembled, already weakened, or incorrectly installed.

You are responsible for informing us of any special fabric care labels, manufacturer instructions, or restrictions that apply to the items being cleaned. If instructions are not provided, we will rely on our professional judgement. You accept that some items may require test patches, partial cleaning, or refusal of service if the risk of damage is too high. You also agree to ensure that children and pets are kept away from equipment and wet surfaces during the appointment.

Where drying time is required, you are responsible for allowing adequate ventilation and for avoiding use of cleaned areas until they are sufficiently dry. We may provide estimated drying times, but these are estimates only and can be affected by temperature, humidity, ventilation, and the condition of the material. We do not accept responsibility for re-soiling or impressions caused by premature use of the cleaned area.

6. Waste regulations and environmental handling

During the provision of our cleaning services, waste may be generated in the form of dirty water, disposable cloths, packaging, or removed residues from stain treatment. We will handle waste in a lawful and responsible manner and expect customers to allow us to dispose of cleaning-related waste in accordance with applicable environmental and waste management rules. Where waste requires special handling, we may need to take additional steps or refuse to remove it if it falls outside the normal scope of carpet or upholstery cleaning.

You must tell us if the premises contain any hazardous substances or contaminated materials that could affect the safety of our staff or the lawful disposal of waste. This includes, without limitation, chemicals, bodily fluids, mould contamination, biohazardous material, oil, or other regulated waste. We are not a specialist hazardous waste contractor unless expressly agreed in writing. If the site involves regulated waste, the service may be paused, altered, or declined.

We may use water-saving methods, biodegradable products, or other environmentally considerate techniques where appropriate, but we do not guarantee a specific environmental outcome. Any packaging, containers, or protective materials left behind after completion may remain your responsibility unless we have agreed to remove them. You must not request disposal of household waste, prohibited waste, or hazardous waste as part of a standard carpet cleaners appointment unless we have clearly confirmed that we can lawfully do so.

7. Complaints and remedies

If you believe there is a problem with the service, you should notify us within a reasonable time after completion and before making any attempt to remedy the issue yourself, where possible. We may ask for photographs, details of the affected area, and a chance to inspect the concern. If we reasonably agree that our workmanship has fallen below the standard set out in these terms, we may offer a re-clean, partial refund, or another appropriate remedy.

Any remedy offered will be proportionate to the issue identified and will take into account the nature of the item, the extent of the alleged defect, and whether the concern was caused by factors outside our control. We are not obliged to provide a refund where the issue arises from pre-existing damage, inaccurate information supplied by you, natural wear, or characteristics of the fabric or surface. This clause does not affect your statutory rights.

8. Governing law

These Terms and Conditions, and any dispute or claim arising from them 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 exclusive jurisdiction, unless you are a consumer resident in another part of the United Kingdom and mandatory local rules provide otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.