Terms And Conditions
Crystal Palace Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Crystal Palace Carpet Cleaners to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, company or organisation that requests or receives cleaning services from Crystal Palace Carpet Cleaners.
Company, we or us means Crystal Palace Carpet Cleaners.
Services means any carpet, upholstery, rug, hard floor, end of tenancy, general domestic or commercial cleaning services, stain treatment or related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services made by the Customer and accepted by the Company.
2. Scope of Services
The Company provides professional cleaning services within its designated service area. The specific services, timing and price will be agreed with the Customer at the time of booking. Any description of services given by the Company is for the purpose of general guidance and does not create a guarantee of achieving a particular outcome.
The Customer acknowledges that the condition, age and material of carpets, upholstery and other surfaces may affect the result of the Services. While we will use reasonable care and professional techniques, we do not guarantee that all stains, marks or odours will be removed.
3. Booking Process
Bookings may be made by the Customer through our accepted contact channels. At the time of booking, the Customer must provide accurate information regarding the Premises, the type and approximate size of areas to be cleaned, any access restrictions, and any known issues such as damage, heavy soiling, or presence of pets.
All bookings are subject to availability and are not confirmed until the Company has acknowledged and accepted the booking. The Company reserves the right to refuse or cancel a booking at its discretion, including where there is a risk to health and safety, unreasonable access difficulties, or if the Premises are outside the usual service area.
The Customer must ensure that an authorised adult is available at the Premises at the agreed start time to provide access, unless otherwise agreed in advance. Any parking requirements or restrictions for our vehicles must be disclosed at the time of booking.
4. Pricing and Quotations
Prices for Services are based on the information provided by the Customer at the time of booking and on the Company’s current price structure. Quotations may be given as a fixed price or as an estimate. Fixed prices are valid only for the specific work described. If upon arrival the Company finds that the information provided was incomplete, inaccurate or the job is significantly different in size or condition, we may revise the price or refuse to carry out the work.
Where a quotation is given as an estimate, the final charge may vary once the work has been inspected and completed. Any change in price will be discussed with the Customer before work is carried out or continued.
All prices are quoted in pounds sterling and may be subject to applicable taxes or charges as required by law. Prices do not include the cost of congestion charges, tolls or parking fees, which may be added to the final invoice where applicable.
5. Payments
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance or at the time of service. For commercial and account customers, separate invoicing arrangements may be agreed in writing.
The Company accepts payment by the methods it has made available from time to time, which may include cash, bank transfer, card payment or other accepted methods. It is the Customer’s responsibility to ensure that any payment details provided are accurate and that there are sufficient funds available.
Where payment is not received by the due date, the Company reserves the right to charge interest on late payments, to suspend further services, and to recover any reasonable costs incurred in obtaining payment, including debt collection fees or legal expenses.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. The required notice period and any applicable cancellation fees will be outlined at the time of booking. As a general guideline, if the Customer cancels or reschedules with short notice, the Company may charge a cancellation fee or retain an advance payment to cover lost time and costs.
If the Customer fails to provide access to the Premises at the agreed time, or if the Premises are not in a condition that allows the work to be carried out safely and reasonably, this may be treated as a late cancellation and a fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, such as extreme weather, staff illness, vehicle breakdown or other operational issues. In such cases, the Company will seek to notify the Customer as soon as reasonably practicable and to offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such cancellations.
7. Customer Obligations
The Customer agrees to provide a safe and suitable working environment for our operatives. This includes ensuring adequate lighting, running water and electricity, as well as safe and clear access to the Premises and to the areas to be cleaned.
The Customer must remove small items, valuables, fragile objects and obstacles from the areas to be cleaned before the arrival of our operatives, unless otherwise agreed. The Company will not be responsible for moving heavy or delicate furniture or items that may present a risk of damage or injury.
The Customer is responsible for notifying the Company of any existing damage, wear, discolouration, loose fittings, or other conditions that could be affected by cleaning. This includes issues such as loose carpet seams, insecure floor coverings, unstable furniture, or colour instability in fabrics.
8. Access and Keys
Where the Customer provides keys or access devices, it is their responsibility to ensure they operate correctly. The Company will take reasonable care of any keys or devices entrusted to it but will not accept liability for any consequential losses arising from loss or damage, beyond the cost of replacement of the keys or devices and, if reasonably required, changing of affected locks.
If our operatives are unable to gain access to the Premises at the arranged time due to issues with keys, access codes, or locked communal areas, this may be treated as a late cancellation and may incur a fee.
9. Conduct and Health and Safety
The Company is committed to maintaining high standards of professional conduct and health and safety. Our operatives will act with reasonable care and skill and will use cleaning products and equipment appropriate to the job.
The Customer agrees not to request any tasks that are unsafe, illegal, or outside the scope of domestic or commercial cleaning services. Our operatives are instructed not to undertake work that may endanger their health or safety, including climbing on unstable surfaces, moving excessively heavy furniture or equipment, or handling hazardous materials.
10. Waste Handling and Environmental Regulations
The Company complies with applicable waste and environmental regulations relating to the disposal of waste generated in the course of its cleaning activities. Ordinary household and light commercial waste arising from the cleaning process will be handled and disposed of in accordance with these rules.
The Customer remains responsible for any specialist or hazardous waste at the Premises, including but not limited to clinical waste, sharp objects, chemical residues, building rubble, or materials designated as controlled waste. Unless explicitly agreed in advance, the Company will not remove or dispose of such waste and may refuse to work in areas where hazardous or prohibited materials are present.
Any additional costs incurred by the Company in complying with legal requirements regarding waste disposal, where such costs arise specifically due to the nature or volume of waste at the Customer’s Premises, may be charged to the Customer.
11. Damage and Liability
The Company will exercise reasonable care and skill when providing the Services. In the unlikely event of accidental damage caused by our operatives, the Customer must notify the Company as soon as reasonably possible and, in any case, no later than 48 hours after completion of the work.
Where damage is directly caused by our negligence, the Company may at its discretion repair the damage, arrange for a third party to carry out the repair, or offer compensation. Any such remedy will not exceed the value of the damaged item or the cost of repair, whichever is lower, and may take into account fair wear and tear and depreciation.
The Company shall not be liable for any damage or deterioration arising from pre-existing defects, wear, or instability in carpets, upholstery, flooring or furnishings, or where recommended cleaning processes are unsuitable due to undisclosed materials or treatments. The Company is not responsible for discolouration, shrinkage, or texture changes resulting from prior staining, previous cleaning, or manufacturer defects.
To the fullest extent permitted by law, the Company’s total liability for any loss or damage arising out of or in connection with the Services shall be limited to the total amount paid by the Customer for the specific booking giving rise to the claim. The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment.
12. Insurance
The Company maintains insurance cover appropriate for the nature of its cleaning operations. Details of relevant insurance policies may be made available to the Customer upon reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond the limits set out in these Terms and Conditions.
13. Complaints and Customer Feedback
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as reasonably possible, providing details of the issue and any supporting information. The Company will investigate the matter and, where appropriate, may offer to re-attend to rectify the issue or provide another form of reasonable resolution.
Complaints must be raised within a reasonable time frame, generally within 48 hours of completion of the Services, to allow the Company to assess the situation. Failure to report issues within this period may affect the ability of the Company to provide a remedy.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, flooding, fire, accidents, strikes, transport disruptions, or acts of government.
15. Privacy and Data Protection
The Company may collect and process personal information about the Customer in order to arrange and provide the Services, manage bookings, and comply with legal obligations. Any such processing will be carried out in accordance with applicable data protection laws and the Company’s privacy practices.
The Customer is responsible for ensuring that any personal information they provide is accurate and up to date, and for informing the Company of any changes relevant to the performance of the Services.
16. Amendments to Terms and Conditions
The Company reserves the right to amend these Terms and Conditions from time to time. Updated terms will take effect when published or otherwise made available to the Customer. The version in effect at the time of booking will generally apply to that booking, unless a change is required by law or regulatory authority.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which will continue to be valid and enforceable.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 their subject matter.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation of booking or service agreement issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.
By confirming a booking or permitting our operatives to commence work at the Premises, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
