Crystal Palace Carpet Cleaning Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Crystal Palace Carpet Cleaning to residential and commercial customers within our operating service area. By booking or using our services, 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:
Customer means the individual, business, or organisation that requests or receives services from Crystal Palace Carpet Cleaning.
Company means Crystal Palace Carpet Cleaning, the provider of the services described in these Terms and Conditions.
Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, hard floor cleaning, end of tenancy cleaning, and any related services the Company agrees to provide.
Premises means the property, building, or area where the Services are to be carried out.
Booking means a confirmed appointment for Services made by the Customer and accepted by the Company.
Service Area means the geographic areas in which the Company operates and offers Services, as communicated by the Company from time to time.
2. Scope of Services
The Company will provide Services as agreed with the Customer at the time of booking. The description of the Services, including the type of cleaning, approximate duration, and any specific requirements, will be confirmed during the booking process.
The Company reserves the right to decline any job which, in its reasonable opinion, is hazardous, impractical, inaccessible, or outside its Service Area.
The Company will use reasonable skill and care in providing the Services and will endeavour to achieve the best possible results based on the condition and nature of the items or surfaces to be cleaned.
3. Booking Process
Customers may request a quotation and make a booking by contacting the Company using the communication methods made available by the Company from time to time.
All bookings are subject to availability. The Company will confirm the date, time window, type of service, and estimated price with the Customer before the booking is accepted.
The Customer is responsible for providing accurate information regarding the size and condition of the areas to be cleaned, access to the Premises, parking availability, and any special requirements. Quotations may be revised if the information provided is incomplete or inaccurate.
The Company may require a deposit or pre-authorisation to secure a booking. Details of any deposit or pre-payment requirements will be communicated to the Customer at the time of booking.
The Company may adjust appointment times within a reasonable time window to allow for travel, traffic, and the duration of earlier appointments. The Company will use reasonable efforts to notify the Customer of any significant changes to the agreed time.
4. Access and Customer Obligations
The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed time. This includes arranging access codes, keys, parking, building entry, and the presence of a responsible adult where required.
The Customer must remove valuable, fragile, and easily damaged items from the areas to be cleaned and secure any pets or children away from the immediate work area for the duration of the Services.
The Customer must inform the Company of any hazards, restrictions, delicate fabrics, pre-existing damage, or areas of concern before work begins. This includes issues such as loose carpets, weak floorboards, electrical hazards, and items sensitive to moisture.
If the Company is unable to gain access to the Premises or is prevented from carrying out the Services due to circumstances within the Customer's control, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy.
5. Pricing and Quotations
Prices are typically provided based on the information given by the Customer regarding the size, number of rooms or items, and condition of the areas to be cleaned.
All quotations are estimates only and may be revised on site if the actual work required differs materially from that described during the quotation process. The Company will inform the Customer of any change in price before commencing work.
The Company may apply additional charges for heavily soiled areas, stains requiring specialist treatment, additional rooms or items not included in the original quotation, or unusual access or parking requirements.
Unless expressly stated otherwise, prices are given in pounds sterling and are inclusive of standard labour and cleaning materials.
6. Payments
Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises.
The Company may accept various forms of payment, which may include cash, card payments, bank transfer, or other approved methods. The accepted payment methods will be confirmed by the Company.
For commercial Customers or repeat contracts, alternative payment terms may be agreed in writing, such as payment within a specified number of days of invoice. In the absence of such agreement, payment is due upon completion.
Where payment is not received on the due date, the Company reserves the right to charge reasonable late payment fees and, where applicable, statutory interest on overdue amounts until payment is received in full.
The Company retains ownership of any consumable products supplied until full payment has been received.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving notice to the Company. To avoid cancellation charges, the Customer should give as much notice as reasonably possible.
If the Customer cancels or reschedules a booking less than 24 hours before the scheduled appointment time, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted service price to cover administrative and lost time costs.
If the Company cannot access the Premises, or if the Customer is not present at the agreed time where their presence is required, this may be treated as a late cancellation and the applicable fee may be charged.
The Company reserves the right to cancel or reschedule a booking in the event of staff illness, vehicle breakdown, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will endeavour to offer an alternative appointment time.
8. Service Standards and Limitations
The Company will perform the Services using suitable equipment, products, and techniques appropriate to the items and surfaces being treated, taking into account manufacturer instructions where known.
While the Company will use reasonable efforts to remove stains, odours, and marks, it does not guarantee that all stains or defects can be fully removed. The outcome depends on factors such as age, type, and cause of the stain, prior attempts at cleaning, and the condition of the material.
The Company is not responsible for deterioration arising from wear and tear, pre-existing damage, or inherent defects in materials. Some items or fibres may react unpredictably to cleaning despite best practice being followed.
The Customer acknowledges that certain stains, discolouration, odours, or damage may be permanent and may not respond to cleaning treatments.
9. Customer Inspection and Complaints
The Customer is encouraged to inspect the areas cleaned immediately upon completion of the Services while the Company’s operative is still present on site.
If the Customer is not satisfied with any aspect of the work, they should raise this with the operative or contact the Company as soon as possible so that any reasonable concerns may be investigated and, where appropriate, remedial action may be taken.
Any complaint regarding the Services should be submitted to the Company within 48 hours of completion. The Company may request photographs, further details, or a follow-up visit to assess the issue.
Where a complaint is justified and arises from the Company’s failure to use reasonable skill and care, the Company may, at its discretion, re-clean the affected area or offer a reasonable partial refund. This will be the Customer’s sole and exclusive remedy.
10. Liability
The Company will be liable to the Customer for loss or damage caused by the Company’s negligence or breach of these Terms and Conditions, but only to the extent such loss or damage is reasonably foreseeable.
The Company will not be liable for any loss of profits, loss of business, loss of opportunity, or any indirect or consequential loss or damage.
The Company will not be liable for any loss or damage arising from inaccurate information supplied by the Customer, failure to follow the Company’s advice or aftercare instructions, pre-existing conditions, defects, or limitations of items being cleaned.
The Customer must inform the Company of items of particular value or sensitivity before work begins. In the absence of such notification, the Company’s liability for damage to such items may be limited.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under applicable law.
11. Insurance
The Company maintains appropriate public liability and, where applicable, employer’s liability insurance for the provision of its Services. Details of insurance cover are available upon reasonable request.
The Customer is responsible for maintaining appropriate insurance for their own property and contents. The Company recommends that Customers check their own insurance policies for coverage relating to cleaning and maintenance work.
12. Waste Handling and Environmental Compliance
The Company will handle and dispose of waste generated during the provision of its Services in accordance with applicable waste and environmental regulations.
Where cleaning activities produce waste water, residue, or removed debris, the Company will use reasonable methods to ensure disposal is carried out safely and in compliance with relevant requirements.
The Customer agrees not to request the Company to dispose of any hazardous or controlled waste, including but not limited to chemicals, clinical waste, asbestos, or sharps. The Company reserves the right to refuse to handle any such materials.
The Customer is responsible for informing the Company of any known contamination, hazardous materials, or special handling requirements at the Premises before Services commence.
13. Health and Safety
The Company will carry out its Services in a manner that seeks to protect the health and safety of its staff, the Customer, and any occupants of the Premises.
The Customer must ensure that the work area is safe, reasonably clear, and free from avoidable hazards. The Company may suspend or refuse to carry out Services if it reasonably considers the Premises to be unsafe.
The Customer should ensure that children and pets remain away from equipment, chemicals, and wet floors for the duration of the work and any necessary drying period.
14. Property Damage and Keys
If the Company is provided with keys or access codes to the Premises, the Customer must ensure that such keys and codes are valid and that the Customer has the legal right to grant access.
The Company will take reasonable care in handling keys and access devices. In the event of loss or damage arising from the Company’s fault, the Company’s liability will be limited to the reasonable cost of replacing the keys and, if necessary, the equivalent standard locks.
The Company is not responsible for any alarm activation charges unless due to the Company’s negligence and where correct instructions and codes were provided in advance.
15. Force Majeure
The Company will not be liable for any delay in performing or failure to perform its obligations under these Terms and Conditions where such delay or failure is caused by events or circumstances beyond the Company’s reasonable control. These may include, but are not limited to, extreme weather, public transport disruption, fuel shortages, strikes, accidents, or government restrictions.
In such circumstances, the Company will endeavour to notify the Customer and arrange an alternative appointment as soon as reasonably practicable.
16. Privacy and Data Protection
The Company may collect and use personal data from Customers for the purpose of managing bookings, providing Services, handling payments, and addressing enquiries or complaints.
The Company will handle such personal data in accordance with applicable data protection laws and will take reasonable steps to protect it from unauthorised access, loss, or misuse.
The Customer is responsible for ensuring that any personal information provided is accurate and up to date.
17. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when posted or otherwise communicated to Customers and will apply to bookings made after the date of such changes.
The version of the Terms and Conditions in force at the time of the Customer’s booking will apply to that booking.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales.
Any disputes arising out of or in connection with these Terms and Conditions or the provision of Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. 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 deemed severed from the remaining provisions, which shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation of booking provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all previous discussions, correspondence, or understandings.
No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.
