Crystal Palace Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Crystal Palace Carpet Cleaners provides professional cleaning services to residential and commercial customers. By making a booking, using our services, or permitting our operatives to enter your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these terms, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the person, firm, or corporate body that requests or uses the services of Crystal Palace Carpet Cleaners.
Company means Crystal Palace Carpet Cleaners, the provider of cleaning services.
Premises means the property, building, rooms, or areas where the services are to be carried out.
Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, and any related or additional services agreed between the Company and the Client.
Operative means an employee, contractor, or representative of the Company who carries out the services.
Agreement means the contract between the Client and the Company incorporating these Terms and Conditions.
2. Bookings and Service Appointments
All bookings are subject to availability and to acceptance by the Company. The Company reserves the right to refuse any booking at its discretion.
The Client may request a booking by phone, through an online form, or by any other communication method the Company may make available. A booking is not confirmed until the Company has provided a booking confirmation.
The Client is responsible for providing accurate information regarding the Premises, the type and size of areas to be cleaned, access arrangements, and any particular requirements that may affect the duration or method of cleaning.
The Company may revise the estimated price or time required for the job if the information originally provided by the Client is incomplete or inaccurate, or if the condition of the carpets, upholstery, or other items differs materially from what was described at the time of booking.
For some services, the Company may offer an estimate subject to a final confirmation upon arrival at the Premises, once the Operative has inspected the areas and items to be cleaned.
The Client must ensure that there is safe and reasonable access to the Premises at the agreed date and time of the appointment. Any delays due to access issues may result in additional charges or a rescheduled visit.
3. Service Scope and Standards
The Company undertakes to provide services with reasonable skill and care and in accordance with industry practices for professional cleaning.
The exact scope of work will be as described in the booking confirmation, invoice, or any written service description provided by the Company. It is the Client’s responsibility to check that this reflects their requirements before the service starts.
The Company does not guarantee the removal of all stains or odours. The outcome of cleaning depends on the nature of the stain, the age and condition of the carpet or upholstery, previous cleaning attempts, and material composition. Some stains may be permanent and may not respond to cleaning treatments.
Where the Client requests the use of particular cleaning products or methods, this is done entirely at the Client’s risk, and the Company accepts no responsibility for any associated reduced results or damage unless the Company has expressly agreed in writing to accept such responsibility.
The Client must inform the Company in advance of any delicate fabrics, pre-existing damage, wear, fading, loose seams, unstable dyes, or other issues that may affect cleaning. The Company shall not be liable for any damage where relevant information has not been disclosed.
4. Client Obligations
The Client must ensure that the Premises are accessible, safe, and suitable for cleaning.
The Client agrees to:
Provide access to electricity, hot and cold water, adequate lighting, and, where relevant, parking arrangements for the Company’s vehicle or equipment.
Remove fragile items, valuables, and personal possessions from the areas to be cleaned. The Company accepts no responsibility for items left in the work areas that may be damaged or soiled during the performance of the services.
Ensure that pets and children are supervised and kept away from equipment, cleaning products, and wet surfaces during and immediately after the service.
Notify the Company of any alarms, security arrangements, or special access requirements before the appointment.
Where the Client or a representative is not present at the Premises during the service, the Client must arrange secure access and clearly communicate any instructions regarding locking the Premises upon completion.
5. Prices, Estimates, and Payments
All prices are provided in advance as either a fixed price or an estimate based on the information supplied by the Client. The Company reserves the right to adjust the price if the scope of work changes or if additional services are requested on the day of service.
Where prices are given as estimates, the final price will be confirmed on site before work begins, once the Operative has assessed the actual condition and size of the areas or items to be cleaned.
Unless otherwise stated, prices are exclusive of any applicable taxes, which will be added in accordance with prevailing legislation where relevant.
Payment terms will be confirmed at the time of booking. The Company may require payment in full on completion of the service, or in advance, or may invoice the Client with a specified payment due date. The applicable method and timing of payment will depend on the type of service and Client profile.
The Company accepts common means of payment such as bank transfer, card payment, or other methods as may be made available from time to time. Cash may be accepted at the Company’s discretion.
If any payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs of collection.
For commercial Clients or regular contracts, separate written payment terms may apply. In case of conflict, any signed service agreement shall prevail over these general terms to the extent of the inconsistency.
6. Cancellations, Rescheduling, and Missed Appointments
The Client may cancel or reschedule an appointment by providing reasonable notice prior to the scheduled start time. The required notice period and any applicable charges will be confirmed at the time of booking and may vary depending on the type and size of the job.
Where adequate notice is not provided, the Company may charge a cancellation fee or a call-out charge to cover the Operative’s lost time and associated costs.
If the Operative attends the Premises and is unable to gain access, or if the Client cancels upon arrival, this will be treated as a late cancellation and may be charged at the full or a substantial proportion of the agreed price.
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as staff illness, equipment failure, severe weather, or events outside the Company’s reasonable control. In such circumstances, the Company will notify the Client as soon as reasonably practicable and will offer to reschedule the appointment. The Company shall not be liable for any indirect loss arising from such cancellation or rescheduling.
7. Health, Safety, and Waste Regulations
The Company operates in accordance with applicable health and safety laws and aims to follow recognised best practice for the safe use of cleaning products and equipment.
The Client must inform the Company of any known health and safety risks at the Premises, including hazardous substances, loose electrical fittings, unstable flooring, or other dangers that might affect the safety of the Operatives.
The Company will use cleaning products and methods suitable for professional carpet and upholstery cleaning. Safety data sheets and product information may be made available on request.
All waste generated by the Company during the normal course of the cleaning service, such as used cleaning solution, extracted soil, packaging from products brought to site, and similar items, will be handled and disposed of in accordance with applicable waste and environmental regulations.
Where hazardous waste, biological waste, or regulated materials are present at the Premises, the Client must disclose this in advance. The Company does not routinely handle such waste. If hazardous or regulated waste is encountered that was not disclosed, the Operatives may suspend or refuse the service and the Company may apply additional charges or cancellation fees.
The Client is responsible for ongoing household or commercial waste disposal that is not directly generated by the cleaning activity. The Company is not a general waste collection service and will not remove large volumes of rubbish, furniture, or other bulky items unless expressly agreed in writing as a separate service.
8. Property Damage and Liability
The Company will take reasonable care to avoid damage to the Client’s property and belongings while providing the services.
In the event of accidental damage caused by the Company, the Client must notify the Company as soon as reasonably possible, and in any event within 48 hours of the service. The Client should provide details of the damage, together with supporting evidence such as photographs where available.
The Company’s liability for any loss or damage arising out of or in connection with the services shall be limited to the lesser of the cost of repair or the current market value of the item, taking into account age, condition, and fair wear and tear.
The Company shall not be liable for:
Any pre-existing damage, defects, or wear to carpets, upholstery, or other items, whether visible or not;
Colour loss, shrinkage, or texture change of fabrics or carpets that are unstable, poorly fitted, or not colourfast;
Damage resulting from failure by the Client to disclose relevant information or risks;
Indirect or consequential losses, such as loss of profit, loss of business, or loss of opportunity.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded or limited.
9. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the service, the Client should contact the Company as soon as possible and provide details of the issue.
Where a complaint relates to the quality of cleaning, the Client should notify the Company within a reasonable period after completion of the service, allowing the Company an opportunity to inspect the work and, where appropriate, to re-clean the affected areas.
The Company will investigate complaints in good faith and will seek to resolve them promptly, which may include rectification work or another reasonable remedy. Any rectification service offered must be accepted within a specified timeframe, failing which the Company will consider the matter resolved.
10. Keys and Security
Where the Client provides keys or access codes to the Premises, the Company will take reasonable steps to safeguard them and to use them only for the purpose of providing the services.
The Company shall not be liable for loss or damage arising from keys or access details that were defective, already compromised, or shared with third parties by the Client.
Upon completion of the services or termination of ongoing arrangements, the Company will return any keys or other access devices held on behalf of the Client.
11. Force Majeure
The Company shall not be in breach of the Agreement nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, power failure, accidents, strikes, transport disruption, or government restrictions.
12. Amendments to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any revised terms will apply to new bookings from the date of publication. For existing Clients with ongoing contracts, the Company will provide reasonable notice of any significant changes.
13. 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 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.
14. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. The remaining provisions shall continue in full force and effect.
15. Entire Agreement
These Terms and Conditions, together with any service description, quotation, or written agreement between the Company and the Client, constitute the entire agreement between the parties and supersede any prior discussions, correspondence, or understandings relating to the subject matter.
No variation of the Agreement shall be effective unless it is made in writing and agreed by an authorised representative of the Company.
By proceeding with a booking or using the services of Crystal Palace Carpet Cleaners, the Client confirms acceptance of these Terms and Conditions.