Cranford Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Cranford Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related treatments such as rug care, upholstery cleaning, stain removal, and sanitising applications. By making a booking, the customer agrees to be bound by these terms. If the customer is arranging services on behalf of another person or business, they confirm that they have authority to accept these conditions for that party.

For the purposes of these terms, “we”, “us”, and “our” refer to Cranford Carpet Cleaners, and “you” or “the customer” refers to the person or organisation requesting services. The service agreement applies to all quotations, bookings, on-site work, and post-service matters unless a separate written contract has been signed by both parties. Any variation must be agreed in writing. No verbal statement, estimate, or informal message changes these terms unless we confirm it in writing.

All services are provided subject to inspection of the items and conditions at the property or premises. The cleaning method, products, and expected outcomes may vary depending on the fabric type, soil level, dye stability, previous treatment history, and environmental conditions. While we aim to deliver a high standard of carpet cleaning, results can never be guaranteed in every case, especially where fibres are worn, heavily marked, or have pre-existing damage.

Booking process begins when you submit a request for a quotation, assessment, or appointment. We may provide an estimate based on the information supplied, but any quotation is subject to confirmation after reviewing the actual work required. If the facts you provide are incomplete or inaccurate, the final price may need to be adjusted before work starts. By confirming a booking, you agree that the service description, the areas to be cleaned, and any special instructions are correct.

We reserve the right to decline or reschedule a booking if access is unsafe, if the premises present an unacceptable risk, or if the requested work is outside the scope of our service. Where possible, we will offer an alternative appointment time. The customer must ensure that the cleaning area is reasonably accessible, that valuables are removed or secured, and that suitable parking or loading arrangements are available where needed. Any delay caused by lack of access may result in additional charges or reduced service time.

Appointments are allocated for a specific date and time window, not as a guaranteed exact arrival minute unless expressly agreed. We may need to change the order of jobs because of traffic, weather, equipment issues, or unexpected delays on a previous site. If this happens, we will try to give reasonable notice. We are not liable for indirect loss caused by a schedule change, provided we act reasonably and keep the customer informed where practical.

Payments must be made in accordance with the quotation or invoice issued for the relevant job. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept card payment, bank transfer, or another approved method, but we are not obliged to accept cash or any particular form of payment. Where a deposit is requested, the booking is not secured until the deposit has been received.

Prices may be quoted as a fixed amount, per room, per item, or by reference to labour and materials. Any additional work requested on-site will be charged separately. This includes, without limitation, extra stain treatment, moving furniture beyond the agreed scope, specialist fibre care, repeated extraction, or treatment of severe contamination. A carpet cleaner service quotation is based on the scope set out at the time of booking, and the final invoice may reflect reasonable additions approved by the customer or required because the actual condition differs from the original description.

Late payment may result in administrative charges, suspension of further work, or recovery action where lawful. If an invoice is not paid when due, we may charge interest or compensation in line with applicable UK legislation governing late commercial payments, where relevant. The customer is responsible for ensuring that any payment method used is valid and that sufficient funds are available. If a payment is reversed, declined, or disputed without good reason, the customer may be liable for associated costs.

Cancellations and rescheduling should be made as early as possible. If you cancel or rearrange a booking with reasonable notice, we will usually offer a new appointment, subject to availability. If you cancel at short notice or fail to provide access when we arrive, we may charge a cancellation fee to cover lost time, travel, staff allocation, and materials prepared for the job. The size of any fee will be reasonable and proportionate to the circumstances.

If we have already started work and you decide to stop the service without good reason, you will be charged for the work completed and any materials used. Where a job is postponed because of customer-requested changes, repeated access issues, or unsafe conditions, we may treat the appointment as cancelled and charge accordingly. In all cases, our aim is to apply cancellation terms fairly and in a manner consistent with the time reserved for your carpet cleaning service.

Our right to cancel or refuse service applies where it is necessary for safety, operational, legal, or practical reasons. This may include situations where equipment cannot be used safely, where the property presents a hazard, where the customer is abusive or threatening, or where the information provided at booking is materially misleading. If we cancel for a reason within our control, we will offer to rearrange the service or refund any deposit paid for the cancelled portion, unless work has already been completed.

Liability and limitations are set out to the extent permitted by law. We will use reasonable care and skill in carrying out all carpet cleaning and related services. However, we are not responsible for pre-existing damage, hidden defects, colour loss caused by unstable dyes, shrinkage arising from inherent fabric characteristics, or deterioration caused by previous cleaning attempts, poor maintenance, or unsuitable use of the items after treatment. Customers are expected to tell us about any known issues before cleaning begins.

We are not liable for loss or damage caused by the customer’s failure to follow aftercare advice, by returning furniture too soon, by walking on damp carpets, or by reintroducing dirt, moisture, or stains after completion. Where we move light furniture as part of the agreed service, we do so at the customer’s risk unless we have been negligent. Customers should remove fragile, valuable, or irreplaceable items before the appointment. We accept no responsibility for items left in the cleaning area unless damage is caused by our proven negligence.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for a proven claim relating to any single service will not exceed the amount paid for the relevant job, except where a different limit is required by law. We do not accept liability for indirect or consequential loss, loss of profit, or loss of business opportunity.

Waste regulations and disposal are important parts of our service. We aim to work in a manner consistent with applicable UK environmental and waste-handling requirements. Waste water, removed debris, packaging, and contaminated material generated during cleaning will be managed responsibly. We may retain or dispose of waste only where it is lawful and operationally appropriate. If specialist disposal is needed because of excessive contamination, bodily fluids, mould, or chemical residues, this may be charged as an additional service where permitted.

The customer must disclose any contamination, pest activity, hazardous substances, sharps, or biological risks before the appointment. We may refuse to handle items or waste that present an unreasonable health, safety, or legal risk. If we reasonably believe the materials are hazardous, regulated, or require special permits, the service may be paused or cancelled. Any costs arising from false or incomplete disclosure may be passed on to the customer, including disposal, protective equipment, or decontamination expenses.

Environmental responsibility also means using appropriate products and minimising unnecessary waste where reasonably practicable. We may choose cleaning agents and methods that are effective while remaining suitable for the job and compliant with product instructions. Customers should not ask us to dispose of domestic waste, building waste, or prohibited materials unless this is specifically agreed in advance and can lawfully be handled as part of the service. We are not responsible for waste created by the customer before or after our attendance.

Customer obligations include ensuring the property is safe, reasonably tidy, and ready for service. You must provide accurate information about carpet type, stains, previous treatments, drying concerns, access restrictions, pets, allergies, and any special care instructions. Where necessary, you should take suitable steps to protect furniture, electronics, ornaments, and delicate flooring. If any area is particularly fragile, you must tell us before work begins so that we can decide whether to proceed and how best to do so.

We may take photographs before, during, or after the service for record-keeping, quality control, insurance, or evidence of condition, unless you object for a legitimate reason. Such images will be used only in line with applicable data protection requirements and operational necessity. By permitting the service, you agree that any of our equipment, products, and methods may be used in the ordinary course of professional carpet cleaning, provided they are suitable for the particular job and conditions observed on site.

Complaints should be raised promptly after completion so that any concerns can be assessed while the relevant area remains available for inspection. If a genuine issue is identified, we may offer a re-clean, adjustment, or other reasonable remedy at our discretion, depending on the circumstances. Any complaint must be supported by clear information and, where possible, photographs. We will not be responsible for claims raised after a significant delay if that delay prevents fair investigation.

Force majeure applies where performance is prevented or delayed by events beyond our reasonable control, including but not limited to severe weather, accidents, transport disruption, utility failure, fire, flood, illness, equipment breakdown, acts of government, or industrial action. In such cases, we will try to rearrange the booking as soon as reasonably possible, but we are not liable for resulting delay or non-performance where the event is outside our control.

Where one part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any waiver must be in writing and shall apply only to the specific matter stated. The headings are included for convenience only and do not affect interpretation.

Governing law and jurisdiction govern these terms in accordance with the laws of England and Wales. Any dispute arising from or connected with the services, the booking process, payments, cancellation, liability, or waste handling shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. These terms represent the entire agreement between the parties in relation to the relevant service and replace prior discussions or informal arrangements to the extent permitted by law.