Cranham Carpet Cleaners Terms and Conditions
These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cranham Carpet Cleaners and set out the basis on which bookings are accepted, services are carried out, and payments are made. By confirming a booking, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should request clarification before the appointment is confirmed. These terms are intended to support a fair and transparent service relationship between the customer and the carpet cleaning company.
For the purpose of these Terms and Conditions, references to “we”, “us”, and “our” mean Cranham Carpet Cleaners, and references to “you” and “your” mean the customer, client, tenant, landlord, managing agent, or any other person authorising the work. In cases where a third party books on behalf of a property owner or occupier, that person confirms that they have authority to act and to accept these terms on behalf of the relevant party. These conditions apply to all carpet cleaning services, upholstery cleaning, rug treatment, stain treatment, and related cleaning work unless expressly agreed otherwise in writing.
Nothing in these terms affects your statutory rights as a consumer under UK law. Where the service is supplied to a business customer, any mandatory consumer law protections may not apply, but the service will still be delivered with reasonable care and skill. These Terms and Conditions should be read alongside any written quotation, booking confirmation, or service specification, as those documents may contain service-specific details such as the area to be cleaned, access requirements, or any agreed exclusions.
Booking Process
Bookings for Cranham Carpet Cleaners may be requested by telephone, email, online form, or any other booking method we make available from time to time. A booking is not secured until we have confirmed acceptance of the appointment and, where required, received any deposit, pre-authorisation, or other agreed booking payment. The customer is responsible for providing accurate information at the time of booking, including the type of flooring or fabric, approximate size of the area, condition of the items, presence of stains or pets, and any access restrictions that may affect the work.
We may revise the quotation if the information supplied by the customer is incomplete or inaccurate, or if the cleaning requirements differ materially from those originally described. Our quotation is normally based on the work described at the time of booking and on average conditions that a professional carpet cleaning service would reasonably expect. Additional charges may apply if we are asked to treat heavily soiled areas, move excessive furniture, work outside standard hours, or return for repeat visits due to conditions outside our control.
Appointment Attendance and Access
It is the customer’s responsibility to ensure that we can access the property at the agreed time and that the areas to be cleaned are reasonably prepared. This includes securing parking where required, granting access to water and electricity if needed for the work, and ensuring that pets, children, and vulnerable items are managed appropriately during the appointment. If access is delayed or prevented, we may charge a waiting fee or treat the appointment as a late cancellation where the delay causes significant disruption to our schedule.
We will aim to arrive within the scheduled time window, but appointment times are approximate and may be affected by traffic, weather, equipment issues, or previous jobs overrunning. While we will make reasonable efforts to notify the customer of material delays, we shall not be liable for minor timing changes that are outside our control. The customer agrees to allow reasonable working time for drying, ventilation, and any post-cleaning inspection that is part of the service.
If the customer is not present at the time of service, they may appoint an authorised representative to accept completion of the work on their behalf. Any such representative will be treated as having authority to approve the work, raise immediate concerns, and confirm that the areas cleaned have been inspected. In the absence of the customer or their representative, our notes, photographs, and service record may be relied upon as evidence that the work was completed.
Payments and Charges
Prices are normally stated in sterling and may be quoted inclusive or exclusive of VAT, depending on our trading status at the time of the booking. If VAT applies, it will be made clear in the quotation or booking confirmation. The customer agrees to pay the full amount due for the cleaning services, together with any agreed extras, additional treatments, or reasonable charges arising from changes requested by the customer after booking. Unless otherwise agreed, payment is due on completion of the work and must be made by the payment methods we accept at that time.
For business clients or larger contracts, we may require part payment in advance or payment within a stated credit period. Where payment terms are extended, invoices must be settled by the due date shown on the invoice. We reserve the right to suspend or refuse future services if any invoice remains unpaid. If payment is not received on time, we may charge interest and recover reasonable debt recovery costs to the extent permitted by the Late Payment of Commercial Debts (Interest) Act 1998 and other applicable law.
Any discount, promotional offer, or special price is offered at our discretion and may be withdrawn or amended at any time before the booking is confirmed. Discounts do not usually apply to additional work, remedial visits, or extra stain treatment unless expressly stated. The customer remains responsible for ensuring funds are available for any card payment or bank transfer. Failed payments, chargebacks without valid reason, or reversed transactions may be treated as a breach of contract and may result in recovery action.
Cancellations, Postponements, and Rebookings
The customer may cancel or reschedule a booking by giving us reasonable notice. Unless otherwise agreed in writing, cancellations made less than 24 hours before the scheduled appointment may incur a cancellation charge to cover wasted time, travel, and administration. If we have already allocated staff, equipment, or materials specifically for your appointment, we may retain any deposit or charge a proportionate fee if the cancellation causes a loss. The amount charged will be reasonable and reflect the circumstances.
We may cancel or reschedule a booking if the property is unsafe, access is inadequate, payment terms have not been met, the customer has provided materially misleading information, or circumstances beyond our control make attendance impractical. Where we cancel for reasons within our control, we will offer an alternative date or refund any advance payment relating to the cancelled service. We are not liable for indirect losses resulting from a cancellation or postponement, provided we have acted reasonably and in good faith.
Where a customer requests a change to the booking time or service scope, we will try to accommodate the change, but any agreed amendment may affect the price and available appointment slots. Rebookings are subject to availability. If repeated postponements or failed access attempts occur, we may require a new deposit before confirming a replacement appointment.
Service Standards and Customer Responsibilities
We will provide carpet cleaning services with reasonable care and skill, using suitable equipment and products appropriate for the material and condition of the items being cleaned. However, results can vary depending on fibre type, wear, pre-existing damage, previous cleaning attempts, colourfastness, and the nature of any stains or odours. Some marks may be permanent or may improve only partially. The customer accepts that no cleaning method can guarantee full stain removal, complete odour elimination, or restoration of items to a like-new condition.
The customer should remove small personal items, fragile objects, and valuables from the work area before the appointment. Unless specifically agreed, we do not move heavy furniture, disconnect appliances, or handle items that may be unsafe to move. Where furniture is moved at the customer’s request, this is done at the customer’s risk unless any loss or damage is caused by our negligence. The customer should also notify us of any hidden hazards, including loose flooring, damaged seams, weak stair edges, electrical issues, water leaks, or infestation risks.
If the customer fails to disclose relevant information, or if the working environment is materially different from what was described at booking, we may alter the scope of work, increase the price, or decline to proceed with the appointment. In such cases, any wasted travel time or preparation costs may still be charged if it is fair and reasonable to do so. We may also refuse to clean items that are unsafe, excessively fragile, contaminated, or otherwise unsuitable for treatment.
Liability and Limitations
We shall not be liable for pre-existing damage, hidden defects, colour fading, shrinkage caused by manufacturing faults, or deterioration resulting from age, wear, or unsuitable previous treatment. This includes damage that becomes visible only after dirt, residue, or protective coatings are removed during the cleaning process. The customer acknowledges that some carpets and fabrics may react unpredictably to cleaning solutions or moisture, particularly where the item has not been professionally maintained or has already been treated with unknown chemicals.
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 lawfully be excluded under UK law. Subject to that, our total liability for any claim arising from or in connection with the service shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We shall not be responsible for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss.
If the customer believes damage has occurred, they must notify us as soon as reasonably possible and no later than 24 hours after completion of the service, unless a longer period is required by law. The customer should allow us a reasonable opportunity to inspect the issue, gather information, and assess whether the concern is service-related. Failure to notify us promptly may make it more difficult to investigate and may affect any remedy available. Any remedy, where appropriate, may be limited to re-treatment, a partial refund, or repair at our discretion, provided this is fair and reasonable in the circumstances.
Waste Regulations and Environmental Responsibility
As part of our carpet cleaning services, we may remove waste water, collected debris, removed residues, disposable materials, or packaging arising from the work. We will handle such waste in accordance with applicable UK waste regulations, including the duty to prevent unlawful disposal and to ensure waste is transferred to authorised facilities or contractors where required. Customers must not ask us to dispose of hazardous substances, illegal materials, or items that fall outside the ordinary scope of cleaning waste unless we have expressly agreed to do so and have the legal authority to manage that waste.
If the service involves contaminated materials, biological matter, mould-related debris, or other potentially hazardous waste, we may refuse the work, apply special handling procedures, or require additional charges, documentation, or protective measures. The customer is responsible for telling us in advance about any contamination, pest activity, smoke damage, flood residue, or similar conditions that might affect waste handling. We reserve the right to stop work immediately if the waste or condition of the property presents a health, safety, or legal compliance concern.
We aim to use cleaning products and disposal methods responsibly, but the customer accepts that some jobs may require more water, disposable materials, or waste handling than others. Any advice we give regarding aftercare, ventilation, or drying is provided for convenience and should be followed where practical to reduce the risk of mould, odour, or re-soiling. The customer remains responsible for the safe storage and disposal of any household or commercial waste not generated directly by our service.
Complaints and Remedies
If the customer has a concern about the service, they should raise it promptly so that we can investigate and, where appropriate, take corrective action. We may request photographs, written descriptions, or access to the affected area to assess the issue properly. Complaints should be made in a reasonable and cooperative manner, and the customer should give us a fair opportunity to resolve the matter before arranging third-party remedial work. We are not responsible for the cost of unauthorised repair or cleaning carried out without our consent unless required by law.
Where a complaint is upheld, the usual remedy will depend on the nature of the issue and may include re-cleaning, spot treatment, a partial refund, or another fair solution. The customer agrees that any remedy must be proportionate to the issue identified. If an item is already heavily worn, damaged, or contaminated, the available remedy may be limited even if the result is not ideal. All remedies are subject to our inspection and to the relevant facts available at the time.
Nothing in this section limits the customer’s right to bring a claim in court or through another lawful dispute process. However, we encourage all parties to attempt a practical resolution first. Records of the booking, service notes, and communications may be relied upon in assessing the complaint.
General Provisions
We may update these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that appointment unless a later change is required by law or agreed by both parties. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy on one occasion does not waive that right or remedy in the future.
The customer may not transfer their rights or obligations under these terms without our prior written consent. We may assign or subcontract parts of the service where reasonably necessary, provided the work remains subject to appropriate standards. No third party has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms unless expressly stated otherwise in writing. These terms represent the full agreement between the parties concerning the service, unless supplemented by a written quotation or service addendum.
For the avoidance of doubt, any reference to cleaning performance should be interpreted as a service outcome dependent on the material, condition, and prior treatment of the item cleaned. The customer acknowledges that a professional carpet cleaning company can improve appearance and hygiene but cannot guarantee outcomes that are inconsistent with the condition of the carpet or fabric itself. Any information provided before booking is intended to help the customer make an informed decision and is not a guarantee of a particular aesthetic result unless expressly agreed in writing.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules provide otherwise. If the service is supplied in Scotland or Northern Ireland, different legal rules may apply to any mandatory consumer or jurisdictional provisions, but the governing law stated here will apply to the fullest extent permitted by applicable law.
By making a booking with Cranham Carpet Cleaners, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. These terms are designed to set clear expectations for the booking process, payment obligations, cancellations, liability, waste handling, and dispute resolution so that the service can be delivered efficiently and professionally. If a written quotation, invoice, or booking note includes additional terms, those documents should be read together with this policy as part of the overall service agreement.
