Terms and Conditions for Surrey Carpet Cleaners

These Terms and Conditions set out the basis on which Surrey Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms in full. They are intended to be fair, transparent, and consistent with UK consumer and business law. In these terms, references to “we”, “us”, and “our” mean Surrey Carpet Cleaners, and references to “you” and “your” mean the person, business, or organisation receiving the service.

These terms apply to all services offered under the carpet cleaning name, including upholstery cleaning, rug cleaning, stain treatment, and related cleaning services where agreed in writing or by confirmed booking. The exact scope of work will depend on the service selected, the condition of the materials, access to the premises, and any special instructions given by you before the appointment. No variation to these terms will be effective unless confirmed by us in writing.

We aim to provide a professional carpet cleaning service with reasonable care and skill. However, cleaning results may vary according to fibre type, prior wear, pre-existing damage, age of the item, and previous cleaning attempts. You should read these terms carefully before booking, as they explain the booking process, payment arrangements, cancellation rights, responsibility limits, waste handling, and the law that applies to our agreement.

1. Booking Process

Bookings may be made by telephone, email, online enquiry, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged the appointment and, where required, received any deposit or pre-authorisation. Your booking request should include accurate information about the property, access, parking, the size and condition of the items to be cleaned, and any known stains, odours, or delicate materials.

1.1 Service Information

When you request a Surrey carpet cleaning appointment, you must provide sufficient information for us to assess the job. If the information supplied is incomplete or inaccurate, we may revise the quote, adjust the service plan, or decline to proceed if the work cannot safely or reasonably be carried out. We may also request photographs or further details before confirming the booking.

1.2 Appointment Times

We will provide an estimated arrival window rather than a guaranteed exact arrival time unless we expressly agree otherwise. This is because travel conditions, job complexity, and unforeseen delays may affect scheduling. While we will make reasonable efforts to arrive within the agreed window, we are not liable for delay caused by events outside our control, including traffic, severe weather, access restrictions, or prior jobs taking longer than expected.

2. Prices and Payments

Prices may be quoted as fixed fees, from-a-price estimates, or hourly rates, depending on the nature of the work. Any estimate is based on the information available at the time and may change if the actual condition of the items differs from what was described. Additional charges may apply where extra labour, specialist products, parking charges, or other agreed services are required. We will normally explain any material change before carrying out the work.

Payment is due in full on completion of the service unless we have agreed alternative terms in advance. For business customers or larger projects, we may request a deposit, part-payment, or payment in advance. We accept the payment methods we specify at the time of booking or invoicing. If payment is not made when due, we may charge statutory interest and recover reasonable debt collection costs in line with applicable law.

Where a deposit has been paid, it may be non-refundable if we have reserved a date and incurred administrative or preparatory costs, except where consumer law requires otherwise. If you cancel late or fail to allow access, we may retain all or part of the deposit to cover losses. For card payments, any refund due will normally be made to the original payment method, subject to processing times beyond our control.

3. Cancellations, Amendments, and Access

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, we request at least 24 hours’ notice for residential appointments and longer for larger commercial work where practical. If you cancel after we have already set aside time, prepared materials, or dispatched staff, we may charge a cancellation fee that reflects our actual loss.

3.1 Missed Appointments

If we arrive at the property and cannot gain access, or if the premises are unsuitable for the work to proceed safely, the appointment may be treated as a missed visit. In such cases, we may charge a call-out fee or cancellation charge. This includes situations where no responsible adult is present when required, utilities are unavailable, or the items to be cleaned are not ready for treatment.

3.2 Changes to Scope

Where you request additional work on the day, or where the condition of the carpet cleaning Surrey appointment differs significantly from what was described, we may revise the price and timing. If the revised terms are not accepted, we may proceed only with the original agreed scope or withdraw from the job if continuing would be unsafe, impractical, or likely to produce unsatisfactory results.

4. Customer Responsibilities

You are responsible for ensuring that the areas and items to be cleaned are accessible and reasonably prepared for treatment. This may include moving fragile items, securing pets, providing parking permission where necessary, and informing us of any special risks. You must also tell us about prior treatments, dye instability, hidden damage, underlay issues, or other conditions that could affect the work.

Before we begin, you should remove valuables, loose cash, jewellery, important documents, and breakable items from the work area. While we will take reasonable care, we cannot accept responsibility for items left in the cleaning area unless damage results from our negligence. If you ask us to move furniture or items, we will do so only where it is reasonably safe and practical, and we may decline to move heavy, unstable, or valuable objects.

Surrey carpet cleaners often work in occupied homes and businesses, so it is your responsibility to tell us about alarm systems, restricted access, building rules, or health and safety concerns. If you fail to disclose important information, any resulting delay, damage, or unsuccessful outcome may not be our responsibility. We may refuse to use products or methods that we consider unsuitable for the material or environment.

5. Service Standards and Limitations

We will carry out the service with reasonable care and skill, using appropriate equipment and cleaning agents for the material and condition of the item. However, cleaning is not the same as restoration. Deep-set staining, permanent discolouration, wear patterns, crushed pile, old pet damage, water marks, and odours may not be fully removable. No guarantee is given that every stain will be eliminated or that carpets will return to a like-new condition.

Where necessary, we may pre-test a cleaning product or method in an inconspicuous area. If we believe the material is fragile, heavily soiled, or at risk of damage, we may limit the treatment, recommend alternative measures, or stop work. We will use reasonable judgement, but you acknowledge that some deterioration may already exist before cleaning begins and may become visible only after treatment.

If a specific result is important to you, you must raise this before booking so we can confirm whether it is realistic. Any statement made by us about likely results is an opinion based on experience and not a binding promise unless expressly stated as a guarantee in writing. Normal variations in texture, shading, and drying times should be expected with professional carpet cleaner Surrey services.

6. Liability and Insurance

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not responsible for indirect loss, consequential loss, lost profits, business interruption, or any loss arising from circumstances beyond our reasonable control.

Our liability for damage to property is limited to the lesser of: the reasonable cost of repair or replacement; or the amount paid for the relevant service, except where a higher limit is required by law. We are not liable for pre-existing faults, hidden defects, colour loss, shrinkage, or weakening of materials that occurs because of age, wear, previous treatments, or inherent condition rather than our negligence.

We may hold public liability insurance and other cover as appropriate for the nature of our work, but insurance is not a substitute for your own responsibility to protect belongings and disclose relevant information. You should check whether your own home, landlord, tenant, or business insurance provides any cover you consider necessary. Any claim must be reported to us as soon as reasonably possible after the issue is discovered.

7. Waste Regulations and Environmental Handling

We will dispose of waste generated by our service in a lawful and responsible manner. This may include used waste water, removed debris, packaging, single-use cloths, and other material arising directly from the work. We will aim to follow applicable UK waste management requirements and environmental principles, including preventing pollution and ensuring that controlled waste is handled appropriately.

You must not ask us to dispose of hazardous substances, needles, sharps, contaminated materials, or any waste that requires specialist handling unless we have agreed in advance and are authorised to do so. If such waste is present, you must tell us before the appointment. We may refuse to handle any item or waste product that we reasonably believe is unsafe, illegal, or beyond the scope of our normal service.

Any waste removed from the property as part of the service may remain our responsibility until lawfully disposed of or transferred to an authorised facility. Where we use third-party disposal services, we will do so in accordance with relevant legal requirements. You remain responsible for the condition of the premises before and after the service and for ensuring that any pre-existing waste or restricted materials are dealt with properly.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion. This allows us to inspect the issue and determine whether any further action is appropriate. Where a legitimate problem is identified and caused by us, we may offer re-treatment, a partial refund, or another reasonable remedy, depending on the circumstances and the nature of the issue.

We will not usually be responsible for complaints raised long after the appointment if the problem may have been caused by normal wear, later contamination, or use after cleaning. You must take reasonable care of cleaned items and follow any aftercare advice that we provide, including allowing suitable drying time and avoiding immediate re-soiling. Failure to do so may affect any remedy available.

9. General Terms

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that service unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in effect. No delay or failure by us to enforce a term will waive our right to enforce it later.

These terms form the entire agreement between you and us in relation to the service, unless we expressly agree otherwise in writing. You may not assign your rights or obligations without our consent. We may assign or subcontract any part of the service where reasonable, provided that doing so does not reduce the standards we owe to you under these terms.

10. Governing Law

Surrey carpet cleaners services are governed by the laws of England and Wales. Any dispute arising from or in connection with these Terms and Conditions, the booking, the service, or any related matter shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.

Nothing in these terms affects your statutory rights as a consumer where applicable. If you are a business customer, you confirm that you have authority to enter into this agreement and that any services supplied are for your business purposes unless agreed otherwise. These terms are intended to provide a clear and lawful framework for our cleaning services while preserving the rights and obligations of both parties.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for our carpet cleaner Surrey services. We recommend keeping a copy for your records. If you have any questions about the scope of work, payment terms, or service limitations, they should be raised before the appointment is confirmed.