Terms and Conditions for Surrey Quays Carpet Cleaners
These Terms and Conditions set out the basis on which Surrey Quays Carpet Cleaners provides professional carpet cleaning and related fabric care services to domestic and commercial customers in the UK. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to create clear expectations around the carpet cleaning service, including how appointments are arranged, how payment is handled, what happens if a booking changes, and the limits of liability that apply when work is carried out.
For the avoidance of doubt, references to we, us and our mean Surrey Quays Carpet Cleaners, and references to you or the customer mean the person requesting or receiving the service. These terms apply to all standard cleaning work, including upholstery and rug cleaning where agreed, unless a separate written agreement states otherwise. Any additional requirements raised during the job may affect the scope, timing or cost of the work.
Acceptance of terms occurs when you confirm a booking, allow our team to begin work, or otherwise instruct us to proceed. If you are booking on behalf of another person, organisation or property owner, you confirm that you have authority to accept these terms for them. These conditions are designed to be fair and transparent and should be read carefully before work begins.
All bookings are subject to availability and are only confirmed once we have accepted the job request. A booking may be made by telephone, email, online form or other written communication. The customer must provide accurate details about the property, the items to be cleaned, access arrangements, parking restrictions, and any known stains, damage or treatment history. If the information supplied is incomplete or inaccurate, the final service may need to be adjusted and additional charges may apply.
When booking a Surrey Quays carpet cleaning appointment, you may be asked to choose a preferred date and time window. These times are estimates, and while we make every reasonable effort to arrive within the agreed period, delays may occur due to traffic, previous jobs, weather conditions, building access issues or equipment problems. We do not guarantee an exact arrival time unless expressly agreed in writing.
We reserve the right to decline or reschedule a booking where access is unsafe, where the site is unsuitable for cleaning, or where the requested work cannot be performed effectively using our methods. If a pre-visit assessment is needed, this may be offered before the appointment is confirmed. In some cases, a deposit or advance payment may be required to secure the slot, particularly for larger or high-value jobs.
The customer is responsible for ensuring that the area to be cleaned is ready for service. This includes moving small personal items, securing valuables, and ensuring a responsible adult is present if needed. We may, at our discretion, move lightweight items to access carpeted areas, but we are not obliged to move heavy furniture, fragile possessions or fixed fittings. Any delay caused by poor preparation or restricted access may be charged as waiting time or treated as a lost appointment.
Payment terms are based on the quoted service, which may be a fixed price or an estimate depending on the information provided. Unless otherwise agreed, payment is due on completion of the work and before departure from the property. We may accept bank transfer, card payment or other approved methods. Cash payments may be accepted at our discretion, but we may request a different method for larger balances or business customers.
If the actual condition of the carpets differs significantly from the description given at booking, we may need to amend the price to reflect the additional labour, specialist products or extended time required. Any revised cost will be explained before extra work is carried out wherever reasonably possible. Invoices must be settled in full by the stated due date. Late or failed payments may result in recovery action, interest, administrative charges or suspension of further services, to the extent permitted by law.
Cancellations and rescheduling should be made as early as possible. If you wish to cancel or change a booking, please provide reasonable notice. Where we have reserved time, allocated staff and prepared equipment specifically for your appointment, short-notice cancellations may result in a charge. The amount charged will reflect the loss incurred and the timing of the cancellation, and may include a deposit forfeiture where a deposit has been taken.
If we need to cancel or reschedule due to illness, operational issues, vehicle breakdown, severe weather, or any other event beyond our control, we will make reasonable efforts to offer an alternative appointment. We are not liable for any indirect loss caused by a change of date, including missed travel, business interruption or inconvenience, provided we have acted reasonably. Force majeure events may affect our ability to perform the service, and in such cases obligations may be suspended for as long as the event continues.
Where a customer is not present at the agreed time or cannot provide access, the booking may be treated as a late cancellation or failed appointment. In those circumstances, a call-out fee or full booking charge may apply. Repeated cancellation or non-attendance may result in refusal of future bookings. We encourage customers to check access codes, parking permissions and building entry arrangements before the scheduled visit.
Service limitations and pre-existing conditions are important to note before any carpet cleaning work begins. Not all stains, marks, odours or wear patterns can be completely removed. Results depend on fibre type, age, previous maintenance, sunlight exposure, backing condition and the nature of contamination. We do not guarantee restoration to a like-new condition. Any examples shown in marketing materials are illustrative only and do not create a promise of identical results.
The customer must disclose any known risks, including delicate fibres, loose seams, colour loss, moth damage, adhesive residue, underfloor heating, flood history, pets, allergies or recent chemical treatment. We may refuse or limit work if we believe the process could damage the material or create a hazard. If you request that we proceed despite a warning, you accept the risk of loss or reduced outcome to the extent allowed by law.
Liability is limited to losses that are directly caused by our negligence or breach of contract and that were reasonably foreseeable at the time of booking. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we are not responsible for loss of profit, loss of opportunity, business interruption, or consequential losses arising from the service.
Where items are moved, cleaned or treated at your request, you accept responsibility for securing fragile items and checking that furniture, flooring and nearby surfaces are suitable for the cleaning process. We will take reasonable care and use appropriate methods, but certain pre-existing conditions may become visible after cleaning, including wear, traffic lanes, hidden stains or previous repairs. This does not constitute damage caused by us.
Any claim for damage or dissatisfaction must be raised as soon as reasonably possible and, in any event, within a reasonable time after the service is completed. You should allow the treated area to dry fully before making a final assessment. If a problem is reported, we may request photographs, access to inspect the area, or an opportunity to revisit and remedy the issue where appropriate. Our priority is to resolve genuine concerns fairly and efficiently.
If an item is especially valuable, antique, irreplaceable or commercially critical, you should arrange specific insurance before the cleaning takes place. We do not provide cover for items of exceptional value unless this has been expressly agreed in writing. Any recommendation given by our team about treatment methods is based on practical experience and should not be treated as specialist conservation advice.
Waste regulations and disposal are handled in accordance with applicable UK requirements. Wastewater, residues, packaging and disposable materials arising from carpet cleaning will be managed responsibly. We will not knowingly discharge hazardous substances, prohibited chemicals or contaminated waste in a way that breaches environmental rules. Customers must notify us if the property contains materials that may require special handling, such as biohazard contamination, oils, solvents or other regulated waste streams.
We may remove limited non-hazardous waste generated during the service, such as used pads, filters or light debris, but we are not a general waste collection company unless expressly stated. Any special disposal, deep contamination or extra waste handling may be charged separately. The customer remains responsible for declaring relevant hazards and for arranging specialist disposal where the waste exceeds the normal scope of a carpet cleaning service.
It is the customer’s responsibility to ensure that the premises comply with health and safety requirements and that the service can be carried out without exposing our staff to unsafe conditions. We reserve the right to stop work if we encounter mould, vermin, sharps, bodily fluids, hazardous chemicals or other conditions that could pose a risk. In such cases, the booking may still be charged in part or in full depending on the time and resources already committed.
Access, property protection and customer obligations are central to the safe completion of our work. You must ensure that electricity, water and sufficient access are available unless otherwise agreed. We may use customer utilities as reasonably required to complete the job. Where parking charges, congestion fees, permit costs or similar expenses are incurred because of access arrangements, these may be added to the invoice if not included in the original quote.
The customer should protect items that are not intended to be cleaned, including electronics, paperwork, artwork, ornaments and delicate furnishings. We may ask you to remove these items before we begin. If you ask us to work around obstacles or under restricted conditions, this may increase the risk of incomplete cleaning or minor incidental contact. We will take reasonable care, but we cannot accept responsibility for damage caused by failure to prepare the area properly.
If our team is required to return to a property because access was incomplete, information was inaccurate, or the job could not be finished through no fault of our own, additional attendance charges may apply. Any extension of time caused by customer requests, added rooms, extra stain treatment or unplanned furniture movement will be charged at the applicable rate. Quotes are based on the facts known at the time of estimate and may change if those facts change.
Complaints and remedies should be raised promptly so that we can assess the issue while the relevant area is still available for inspection. If our work falls short of what was reasonably agreed, we may at our discretion offer a re-clean, partial adjustment or other proportionate remedy. This does not affect your statutory rights where they apply under the Consumer Rights Act 2015 or other relevant consumer legislation.
We are not liable for failure to perform or delay caused by events outside our reasonable control, including severe weather, fire, flood, industrial action, interruption to utilities, transport disruption or government action. If such an event occurs, we will contact you as soon as reasonably practicable and seek a fair solution. If the event continues for an extended period, either party may be entitled to cancel the booking without further obligation, subject to any work already completed.
Data protection and confidentiality apply to information provided for booking and service administration. We will use personal data only for lawful business purposes connected with arranging, delivering and recording the service, or as otherwise permitted by law. We do not sell customer data. Any personal information handled by us will be managed in line with applicable UK data protection requirements.
These terms may be updated from time to time to reflect changes in law, business operations or service practices. The version in force at the time of your booking will normally apply to that appointment unless a later variation is agreed in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force, and the invalid part will be modified to the minimum extent necessary to make it lawful where possible.
Governing law and jurisdiction shall be the law of England and Wales. Any dispute, claim or matter arising from or connected with these Terms and Conditions, the booking process, payment, cancellation, liability, waste handling or the service provided by Surrey Quays Carpet Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales. By using our service, you agree that these terms represent the entire agreement between you and us regarding the work booked, unless a separate written contract states otherwise.
For clarity, no employee or representative of Surrey Quays Carpet Cleaners has authority to vary these terms orally unless the variation is confirmed in writing by an authorised person. The headings in this document are for convenience only and do not affect interpretation. The customer is encouraged to retain a copy of these terms for reference in relation to any future carpet cleaning agreement or related booking.
