UK Service Terms and Conditions for Crofton Park Carpet Cleaners

These Service Terms and Conditions set out the basis on which Crofton Park Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services across the UK. By making a booking, accepting a quote, or allowing our technicians to commence work, you agree to be bound by these terms. Please read them carefully before confirming any appointment. These terms are intended to be clear, fair, and practical, while protecting both the customer and our carpet cleaning company.

Throughout these terms, references to “we”, “us”, “our”, and “the company” mean Crofton Park Carpet Cleaners. References to “you” and “your” mean the person, business, landlord, tenant, or other party requesting the service. These conditions apply to all standard carpet cleaning appointments and may also apply, where relevant, to upholstery cleaning, stain treatment, rug cleaning, and similar services offered by the company.

These terms are designed for use as a legal service page and do not form a guide or instructional document. They do not replace any statutory rights you may have under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

1. Booking Process

A booking with Crofton Park Carpet Cleaners is only confirmed once we have accepted your request and, where required, received any deposit or prepayment specified at the time of booking. We may provide an estimate or quotation based on the information you supply, including the size of the area, type of fabric or carpet, condition, access, and any special requirements. Any quote is based on the details provided by you and may be adjusted if the on-site inspection reveals materially different conditions.

When you request a carpet cleaning service, you must ensure that all relevant details are accurate and complete. This includes the number of rooms or areas, whether there are stairs, the nature of stains or odours, and whether there are any access issues. If the information provided is inaccurate or incomplete, we may revise the price, alter the scope of work, or decline the booking where necessary.

We reserve the right to refuse or cancel any booking at our discretion, including where the location is unsafe, the required work falls outside our standard service scope, or there is a conflict with our availability. We may also decline bookings where there is evidence of pest infestation, excessive contamination, or other conditions that would make the work unreasonable, unsafe, or unsuitable for a standard professional cleaning appointment.

2. Access, Preparation, and Customer Responsibilities

You are responsible for providing safe, timely, and unobstructed access to the premises at the agreed time. This includes ensuring that keys, entry codes, parking permissions, or building access arrangements are in place. If our technicians are delayed, unable to enter, or prevented from commencing work because access has not been arranged, we may charge a call-out fee or treat the appointment as cancelled by you.

Before we begin, you must remove fragile items, valuables, cash, documents, jewellery, and other personal property from the work area. You should also advise us in advance of any delicate materials, hidden damage, permanent stains, loose fittings, electrical hazards, or special care requirements. Although our carpet cleaners take reasonable precautions, we cannot be responsible for items left in the service area unless we have specifically agreed to handle them.

Where moving furniture is required, we may move light or reasonably movable items at our discretion, but we are not obliged to move heavy, fixed, or high-value items unless separately agreed. If you request that we move furniture, you accept that minor marks, scuffs, or shifts in position can occur, especially on older flooring or furniture feet. We are not liable for pre-existing damage, weaknesses, or instability.

3. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. The final price may depend on the size of the area, the condition of the carpet, the method used, drying considerations, stain treatment, and any additional service requested on the day. Unless a fixed price has been expressly agreed in writing, estimates are indicative only and may be updated after inspection.

Payment is due in full on completion of the work unless an alternative arrangement has been agreed in advance in writing. We may require a deposit for larger or repeat bookings. We accept the payment methods specified at the time of booking, and we may refuse to begin or continue work if there is reasonable concern that payment will not be made.

Where payment is overdue, we reserve the right to recover the outstanding sum and any reasonable costs associated with collection. If you dispute a charge, you must notify us promptly and provide relevant details so that we can investigate. Any undisputed amount must still be paid on time. Nothing in these terms affects your right to challenge charges that are unlawful under applicable UK law.

Discounts, promotional offers, or special prices are valid only for the period stated and may be withdrawn or amended at any time before a booking is confirmed. Vouchers or credits are non-transferable unless we state otherwise. Prices may also change between quotation and appointment where there has been a material change in the scope of work or the condition of the property.

In some cases, additional charges may apply for parking costs, congestion or access fees, late arrival caused by client delay, extra soiling beyond what was described, or additional treatment that was not included in the original booking. We will aim to explain any such charge before proceeding, but if an urgent issue arises during the appointment, we may need to act in your best interest to complete the service properly.

If payment is made by bank transfer, card, or another method that later fails, is reversed, or is declined, you remain responsible for the full amount owed. Any bank or processing fees arising from your payment method may also be charged to you where permitted by law.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking, but we ask that you provide reasonable notice. If you cancel with insufficient notice, fail to provide access, or refuse the agreed service without a valid reason, we may charge a cancellation fee to cover time, labour, and scheduling loss. The exact fee may depend on the notice period and whether any materials or travel costs have already been incurred.

If we need to cancel or reschedule due to illness, safety concerns, adverse conditions, equipment failure, or circumstances beyond our reasonable control, we will notify you as soon as reasonably possible and offer a new appointment where available. We are not responsible for indirect losses caused by a necessary rescheduling, provided we have acted reasonably and communicated appropriately.

We are not liable for delays caused by traffic, weather, access restrictions, building management rules, or other events beyond our control. Where a delay occurs, we will make reasonable efforts to keep you informed and to attend within a revised time window. Time is not of the essence unless we have expressly agreed a firm completion time in writing.

5. Service Standards and Liability

We will provide our UK carpet cleaning service with reasonable skill and care and aim to achieve a professional result using suitable equipment and cleaning methods. However, outcomes can vary depending on fibre type, age, prior wear, staining, previous chemical treatment, and the overall condition of the item or area. Some stains may be permanent or may only lighten rather than disappear completely.

We do not guarantee the removal of all stains, odours, pet contamination, water marks, or colour loss, especially where the underlying damage has penetrated the fibre or backing. We are also not responsible for shrinkage, dye bleed, pre-existing defects, or changes in texture where the material is inherently vulnerable or where the risk has been disclosed to you before work starts.

Our liability for loss or damage arising from our services is limited to the extent permitted by law. We will not be liable for indirect, consequential, or economic losses such as loss of profit, business interruption, or inconvenience, except where such liability cannot legally be excluded. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited under UK law.

If you believe damage has occurred, you must notify us within a reasonable time and, where possible, before the area is used, dried, or cleaned by another party. You should allow us a fair opportunity to inspect the issue and, where appropriate, carry out remedial work. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

Any claim must be supported by reasonable evidence, including photographs where relevant, and must relate directly to our actions rather than to pre-existing conditions, hidden defects, or normal wear and tear. We may elect to repair, re-clean, replace, or compensate, but our total liability will not exceed the amount paid for the relevant service, except where a different limit is required by law.

These terms apply equally to related services provided under the Crofton Park Carpet Cleaners brand, including upholstery or rug cleaning, unless separate written terms are issued for a specific job. In all cases, our responsibility is limited to the work instructed and paid for.

6. Waste, Disposal, and Environmental Compliance

We comply with applicable UK waste and environmental rules when handling wastewater, extracted residue, used materials, packaging, and any waste produced in the course of providing our service. We will dispose of waste responsibly and in accordance with relevant legal requirements, including any applicable regulations governing contaminated water and controlled disposal methods.

You must not request that we dispose of prohibited, hazardous, or regulated materials unless we have expressly agreed to do so and are lawfully able to handle them. This includes, without limitation, chemicals, sharps, bodily fluids beyond normal cleaning contamination, asbestos-related materials, and other dangerous substances. Where such issues are discovered, we may suspend work and require specialist treatment.

If the property contains waste requiring specialist handling, you are responsible for telling us before the appointment. We may refuse to undertake work that would place us in breach of environmental, health and safety, or waste disposal rules. Any additional disposal costs that arise because of undisclosed contamination or exceptional waste conditions may be charged to you where lawful.

7. Customer Property, Keys, and Security

Where we are entrusted with keys, access devices, or codes, we will take reasonable care of them and use them only for the purpose of providing the booked service. We are not liable for losses arising from inaccurate codes or access instructions supplied by you. If keys are lost due to our proven negligence, our liability will be limited to reasonable replacement costs, subject to legal limits.

You remain responsible for securing alarms, pets, children, and vulnerable occupants before and during the appointment. We may decline to enter rooms or proceed with work where doing so would create a safety risk. Any instructions concerning security systems, restricted areas, or internal access limitations should be communicated before arrival.

Any items discovered during the service that appear abandoned, hazardous, or unlawful may be reported or handled in accordance with applicable law. We may not move, inspect, or remove items unless necessary for the service or required for safety.

8. Governing Law and General Provisions

These terms and any dispute or claim arising from or connected with them shall be governed by and interpreted in accordance with the laws of England and Wales. Where Scottish or Northern Irish consumer rights apply, nothing in these terms removes or reduces any mandatory legal protection available to you under the relevant local law.

Any dispute that cannot be resolved amicably should be brought before the courts of the appropriate jurisdiction within the United Kingdom. If any provision of these terms is held to be invalid, unlawful, or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in effect. No failure by us to enforce a right or remedy shall be treated as a waiver of that right or remedy.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that service unless we agree otherwise in writing. By using Crofton Park Carpet Cleaners, you acknowledge that you have read, understood, and accepted these service terms and conditions.