Crystalpalace Carpetcleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Crystalpalace Carpetcleaning supplies domestic and commercial carpet cleaning services, together with related upholstery, rug and fabric-care treatments where agreed in advance. By making a booking, the customer accepts that these terms apply to the service provided. They are intended to be fair, clear and practical, and to reflect the standard expectations for a professional carpet cleaning service in the UK.
For the purposes of this document, “we”, “us” and “our” refer to Crystalpalace Carpetcleaning, and “you” or “the customer” refer to the person, business or organisation requesting the service. These terms apply whether the work is booked for a home, rented property, office, hospitality venue or other premises, unless a separate written agreement states otherwise.
The customer is responsible for ensuring that the area to be cleaned is made available at the agreed time and that any access requirements, parking restrictions, entry instructions or site rules are communicated to us before attendance. Any estimate or quotation is based on the information provided by the customer and may change if the actual condition, scope or size of the work differs materially from what was described at the time of booking.
All bookings are subject to availability and are only confirmed once we have accepted the request and, where applicable, received any required deposit or advance payment. A booking may be made by phone, email, text, online enquiry or any other method we make available from time to time. The customer should review all booking details carefully, including date, approximate arrival window, service type and any special instructions, because the booking is treated as accurate unless we are told otherwise in good time.
When we provide an estimate, it is normally a non-binding price indication unless explicitly marked as a fixed quote. A fixed quote may still be adjusted if extra work is required because of factors that were not reasonably visible or disclosed beforehand, including unusual soiling, contamination, excessive furniture moving, urine treatment, stain treatment, restricted access, or the need for specialist products or equipment. We may decline or suspend work if the property conditions present a health, safety or technical issue.
It is the customer’s responsibility to disclose any relevant information before the appointment, including the presence of delicate fibres, colour-sensitive fabrics, pre-existing damage, loose seams, water sensitivity, mould, pet contamination, infestation, or recently applied cleaning chemicals. Failure to provide accurate information may affect the result and may also increase the price, extend the service time, or limit what can safely be achieved. We reserve the right to refuse a task that is unsuitable, unsafe or outside the scope of our service.
Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the work, or before completion where we require payment in advance. We may accept bank transfer, card payment, cash or another method agreed in advance. All prices are stated inclusive or exclusive of VAT according to the status shown on the quotation or invoice. If VAT applies, it will be charged at the prevailing rate.
Where a deposit is required, it is used to secure the appointment and may be non-refundable if the customer cancels outside the permitted cancellation window or fails to provide access. Any invoice not settled by the due date may incur reasonable late-payment charges, administrative costs and statutory interest where permitted by law. We may withhold ongoing or future services until overdue balances are cleared in full.
Additional charges may apply for work requested on site that was not included in the original booking, such as moving large furniture, treating stubborn stains, extra drying equipment, sanitising heavily soiled areas, or extending the appointment because the area is larger or more contaminated than anticipated. These charges will be explained where practicable before the extra work is carried out. If the customer chooses not to proceed, we may still charge for time already spent and any materials used.
Cancellation and rescheduling requests should be made as early as possible. If you cancel or rearrange with sufficient notice, we will try to offer an alternative date. If cancellation occurs too close to the appointment, or if we have already allocated time, staff and materials, a charge may apply to cover part of the lost booking value. This reflects the fact that the slot has been reserved for your carpet cleaning service and may be difficult to re-fill at short notice.
If we attend the property and are unable to gain access, or if the work cannot proceed because the area is not prepared, the customer may be charged a call-out or wasted-journey fee. The same may apply if essential information was withheld or the condition of the premises makes safe performance impossible. We will act reasonably in assessing such situations and will take into account the facts available at the time.
We may cancel or postpone a booking if circumstances outside our reasonable control prevent us from attending or safely completing the work, including severe weather, transport disruption, equipment failure, staff illness, utility outages, fire, flood, emergency incidents or other operational problems. In such cases, we will endeavour to notify the customer promptly and, where appropriate, rearrange the appointment. We will not be liable for indirect losses arising from a genuine postponement or cancellation caused by events beyond our control.
Our work is carried out with reasonable skill and care using methods appropriate to the textile, soil type and service requested. However, cleaning results can vary depending on fibre composition, age, previous treatment, wear patterns, hidden staining, sunlight exposure, backing conditions and prior damage. Some marks may not be fully removable, and some fabrics may react unpredictably even when professionally treated. We do not guarantee complete stain removal, uniform appearance, colour restoration or the elimination of all odours.
The customer acknowledges that carpet and upholstery cleaning can sometimes reveal pre-existing issues, including old repairs, colour loss, pile flattening, dye migration, shrinkage, fraying, loose seams, wear, hidden damage or residues left by earlier cleaning attempts. Where such conditions exist, they may become visible during or after cleaning even if they were not apparent beforehand. This is not normally treated as damage caused by us if it results from the condition of the item itself.
To the fullest extent permitted by law, our liability is limited to the direct loss caused by our proven negligence, breach of contract or failure to exercise reasonable care and skill. We will not be responsible for loss of profit, loss of business, loss of opportunity, loss of goodwill, consequential loss or any indirect damage. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot legally be excluded under UK law.
If the customer believes that damage has occurred, they must notify us within a reasonable time and provide clear details, including photographs where possible, so that we can investigate. The customer must allow us a fair opportunity to inspect the issue and, where appropriate, return to assess or remedy the problem. We will not be liable for complaints raised long after the service if the condition may have changed due to use, drying, re-soiling, weather, or interference by third parties.
Any claim relating to the service must be supported by evidence of the item’s prior condition, the circumstances of the issue, and the alleged loss. Where liability is established, our total responsibility shall not exceed the amount paid for the relevant service, except where statute requires otherwise. This cap reflects the commercial nature of the cleaning service and the importance of allowing for normal limits inherent in textile care and restoration work.
Customers should remove small valuables, fragile objects, documents and items of sentimental importance from the working area before we arrive. While we will take reasonable care while working in occupied premises, we are not responsible for loss or damage to items that were left in place contrary to a reasonable request, or to items that were not disclosed as fragile, loose or difficult to secure. We may decline to move heavy furniture or other items if doing so could create a risk of damage or injury.
Waste generated during the cleaning process, including removed soil, disposable cloths, worn consumables, filter materials and contaminated residues, will be handled in accordance with applicable UK waste management requirements. We aim to dispose of waste responsibly and in a manner consistent with environmental obligations, hygiene standards and any relevant local disposal rules. The customer must not ask us to leave waste on site in a way that would breach law or site regulations.
Where waste is classified as contaminated, potentially hazardous or unsuitable for ordinary disposal, we may need to separate, bag, store or transfer it using appropriate procedures. The customer agrees to cooperate with reasonable steps needed to manage such waste safely. If specialist disposal is required because of severe contamination, bodily fluids, infestation, mould or similar conditions, additional charges may apply. We may refuse to handle materials that fall outside our permitted operational procedures.
We expect the customer to ensure that the premises are reasonably safe and that we can work without obstruction. This includes securing pets, providing access to electricity and water where needed, and ensuring that the cleaning area can be reached without unnecessary risk. If the premises are unusually hazardous, we may pause or stop work until the issue is resolved. Our service is delivered on the understanding that the customer will cooperate in maintaining a safe working environment.
Any personal data shared with us for the purpose of arranging or delivering the service will be handled in accordance with applicable data protection law. We use customer information only as needed to manage bookings, issue invoices, maintain service records and communicate about appointments or aftercare matters. We do not sell personal information and we will only share it where required for operational, legal or accounting reasons.
These Terms and Conditions may be updated from time to time. The version in force at the time of booking will usually apply to that booking unless a later change is required by law or agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. A failure by us to enforce any term immediately does not mean we waive the right to enforce it later.
The contract between the customer and Crystalpalace Carpetcleaning is governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, the quotation, or any related invoice shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By booking a service, the customer confirms acceptance of these terms in full.
