Terms And Conditions

Crystal Palace Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Crystal Palace Carpet Cleaning provides cleaning services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, firm or company booking cleaning services with Crystal Palace Carpet Cleaning.

Company means Crystal Palace Carpet Cleaning, the provider of the cleaning services.

Services means the cleaning services provided by the Company, including carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and any related services agreed between the Company and the Client.

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

Technician means an employee, contractor or representative of the Company who carries out the Services.

2. Scope of Services

The Company agrees to provide the Services with reasonable care and skill and in accordance with these Terms and Conditions. The specific Services to be provided will be agreed at the time of booking, based on the information supplied by the Client regarding the Premises and the items to be cleaned.

The Company reserves the right to refuse or discontinue Services if the Premises are unsafe, inaccessible, or if conditions differ significantly from those described by the Client at the time of booking.

3. Booking Process

Bookings may be made by the Client via the Company’s accepted booking channels. The Client will be required to provide accurate information about the Premises, including property type, approximate room sizes, number and type of items to be cleaned, access details and any relevant parking or entry instructions.

The Company may provide a quotation based on the information supplied. Quotations are given in good faith but may be adjusted if the actual condition, size or accessibility of the Premises or items to be cleaned differs materially from the description provided.

A booking is confirmed only when the Company has explicitly accepted the booking request and, where applicable, any required deposit or prepayment has been received. The Company reserves the right to refuse a booking at its discretion.

The Client is responsible for ensuring that all contact details and service details provided are correct. Any changes to the booking details must be communicated to the Company as soon as reasonably possible.

4. Access and Client Responsibilities

The Client must provide the Company and its Technicians with safe and reasonable access to the Premises at the agreed date and time. This includes suitable parking arrangements where needed. Any parking costs or restrictions that affect the visit must be disclosed at the time of booking; additional charges may apply if the Technician incurs parking fees or penalties due to lack of information or restricted access.

The Client must ensure that the Premises are free from hazards that could endanger the Technician, including but not limited to exposed wiring, structural instability, aggressive animals or hazardous materials. The Company may refuse to carry out the Services, or may suspend them, if it reasonably considers the environment to be unsafe.

The Client should remove fragile items, valuables and personal belongings from the areas to be cleaned and ensure that surfaces are reasonably clear to allow the Technician to carry out the work efficiently. The Company is not responsible for moving heavy furniture, electrical equipment or other large items unless expressly agreed in advance.

5. Pricing and Quotations

The Company may provide quotations based on room count, estimated area, type of material, level of soiling, access and other relevant factors. All prices are stated in pounds sterling and are inclusive or exclusive of VAT, as indicated at the time of quotation.

Quotations are valid for a limited period as stated by the Company and may be subject to change if the booking is not confirmed within that period. The Company reserves the right to revise the quotation if, upon arrival, the Technician finds that the work required is significantly greater than originally described, or if the Client requests additional Services.

Any additional Services requested on the day of cleaning may be subject to availability and may incur extra charges. The Technician will inform the Client of any such charges before proceeding.

6. Payments

Unless otherwise agreed in writing, payment for the Services is due on completion of the work on the day of service. The Company accepts the forms of payment it specifies at the time of booking or on its standard documentation. The Client must ensure that they are able to make payment using one of the accepted methods.

For certain bookings, particularly larger or commercial jobs, the Company may require a deposit or full prepayment before the scheduled service date. Any such requirement will be notified to the Client during the booking process.

If payment is not received on the day of service, the Company reserves the right to charge reasonable late payment fees, interest and any costs incurred in recovering the outstanding sums. Ownership of any cleaning consumables or products provided remains with the Company until full payment is received.

7. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice to the Company. To avoid cancellation fees, the Client must provide at least 24 hours notice prior to the scheduled appointment time, or such other notice period as may be specified by the Company at the time of booking.

If the Client cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may be a fixed amount or a percentage of the quoted service price. If the Technician attends the Premises and is unable to gain access or commence work for reasons within the Client’s control, the visit may be treated as a late cancellation and charged accordingly.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, severe weather, equipment failure or transport disruption. In such cases, the Company will notify the Client as soon as reasonably possible and will seek to arrange an alternative appointment. The Company will not be liable for any loss or expense incurred by the Client as a result of such cancellations or delays.

8. Service Standards and Limitations

The Company will use appropriate cleaning methods, solutions and equipment to achieve the best possible results, taking into account the condition and material of carpets, rugs, upholstery and floors. However, results may vary depending on age, wear, fibre type, staining and previous cleaning or treatment.

The Company does not guarantee the removal of all stains or odours. Certain substances, such as permanent dyes, bleach, heavy pet urine damage, paint or chemical spills, may be impossible to remove fully and may leave permanent marks or discolouration. The Technician will use reasonable judgement in selecting suitable cleaning methods and will endeavour to minimise any risk of damage.

The Client is responsible for informing the Company of any known issues with the items to be cleaned, such as previous damage, colour instability, shrinkage risk, loose seams or manufacturer cleaning instructions. The Company will not be liable for damage arising from pre-existing defects or conditions that were not disclosed or were not reasonably apparent.

9. Damage and Liability

The Company will exercise reasonable care when providing the Services. If damage is caused directly by the negligence of the Company or its Technicians, the Company may, at its discretion, repair the damage, arrange for a third party to repair it, or compensate the Client to a fair and reasonable extent, subject to the limitations in these Terms and Conditions.

The Company’s total liability to the Client in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Client for the specific Services giving rise to the claim.

The Company will not be liable for any indirect, consequential or economic losses, including but not limited to loss of profit, loss of use, loss of opportunity, or any cost associated with alternative accommodation or services.

The Company is not responsible for wear, fading, or deterioration that becomes visible as a result of cleaning, nor for damage to items that were already weak, worn or defective prior to cleaning. The Company is also not liable for any damage resulting from failure of the Client to follow aftercare advice provided by the Technician.

10. Waste Handling and Environmental Regulations

The Company aims to carry out its Services in compliance with applicable environmental and waste regulations. Any waste generated during the provision of the Services, such as used cleaning solutions, filters or disposable materials, will be handled and disposed of in a responsible manner.

The Company does not provide general household rubbish removal or disposal services as part of standard cleaning visits. The Client is responsible for the disposal of personal waste, household refuse, and any items not directly related to the cleaning process.

Where the Company removes waste water or other residues from the Premises, it will do so in accordance with relevant regulations and industry practice. The Client must not request or require the Company to dispose of waste in any way that would breach legal or regulatory requirements.

11. Client Property and Personal Items

The Client is responsible for securing valuables, important documents and fragile items before the commencement of the Services. The Company is not liable for loss of money, jewellery or other items of high value unless such loss is directly caused by the proven negligence or misconduct of the Company or its Technicians.

If the Client believes that an item has been damaged or is missing following a visit, they must notify the Company as soon as possible and in any event within a reasonable period after the Service, providing full details. The Company will investigate any such report and may request evidence or further information.

12. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the Services, they should contact the Company promptly to allow the matter to be investigated. Where a complaint relates to the quality of cleaning, the Client should notify the Company within a reasonable period after the work has been carried out and, where possible, allow the Company an opportunity to inspect or rectify the issue.

The Company may, at its discretion, offer to re-clean affected areas or provide a partial refund where it is satisfied that the Services did not meet a reasonable standard. This does not affect the limitations of liability set out in these Terms and Conditions.

13. Insurance

The Company maintains insurance cover appropriate to the nature of its business, subject to policy terms and conditions. Details of the relevant insurance policy may be made available to the Client on request. The existence of insurance does not extend or increase the Company’s liability beyond that set out in these Terms and Conditions.

14. Privacy and Data Protection

The Company may collect and process personal data about the Client, including contact details, service history and payment information, for the purpose of providing the Services, handling bookings and managing customer relationships. The Company will take reasonable steps to protect such data and will not sell or disclose it to unrelated third parties, except as required by law or as necessary to deliver the Services.

By making a booking, the Client consents to the Company using their data for these purposes. The Client may contact the Company to request details of the information held about them or to update their contact information.

15. Amendments to Terms and Conditions

The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the revised terms. For ongoing or recurring services, the Company will notify the Client of any material changes where reasonably practicable.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.

17. Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed removed, and the remaining provisions shall continue to be valid and enforceable to the fullest extent permitted by law.

18. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior representations, statements or understandings, whether oral or written.

By booking Services with Crystal Palace Carpet Cleaning, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.