Crossness Carpet Cleaners Service Terms and Conditions

These Terms and Conditions apply to all carpet cleaning, upholstery cleaning, stain treatment, and related domestic or commercial cleaning services supplied by Crossness Carpet Cleaners (“we”, “us”, “our”). By making a booking, confirming an appointment, or allowing us to begin work, the customer (“you”, “your”) agrees to be bound by these terms. If you do not agree, you should not proceed with the booking. These terms are designed to set out the basis on which our carpet cleaning services are provided, including how bookings are accepted, how payments are handled, when cancellations may apply, what liability limits are in place, and how waste and disposal rules are managed.

These conditions apply to all services we provide unless we agree otherwise in writing. Any special terms agreed for a specific job will apply only if confirmed in writing and will override the relevant part of these terms to the extent of any inconsistency. In these terms, references to “written” or “in writing” include email and other electronic messages we accept for booking confirmation and service communications.

The use of the terms carpet cleaners, carpet cleaning company, rug cleaning, or floor care provider in our service materials does not create any separate contract beyond these Terms and Conditions. The scope of work, the price, and the appointment details are always subject to the booking information confirmed by both sides. Please read these terms carefully before asking us to attend your property or premises.

1. Booking Process

A booking request may be made through any channel we make available from time to time, including phone, email, text message, online form, or direct message, subject to acceptance by us. A request does not become a confirmed booking until we have acknowledged it and supplied the relevant appointment details, estimated price, or fixed price where applicable. We may refuse a booking at our discretion, including where the job is outside our service scope, the property conditions are unsuitable, access is restricted, or the requested date is no longer available.

When arranging a booking, you must provide accurate and complete information, including the size and type of the carpet or fabric, the approximate number of rooms or areas, known stains or damage, access requirements, parking restrictions, and any health, safety, or vulnerability issues that may affect the service. If the information supplied is incomplete or inaccurate, we may revise the quotation, alter the service plan, or decline to proceed on arrival. In some cases, additional charges may apply where the actual condition of the work differs materially from the description provided at the time of booking.

We may give an estimate, a fixed quote, or a starting price. Estimates are based on the information available at the time and may change if the job differs from the details provided. Fixed quotes remain subject to variation where additional services are requested, areas are added, the condition of the materials is materially worse than described, or access delays increase our labour time. Any changes to the original booking will be confirmed before we continue, where reasonably practicable.

2. Access, Preparation, and Customer Responsibilities

You are responsible for ensuring that we have safe, lawful, and timely access to the property and to the areas requiring cleaning. This includes arranging keys, access codes, parking permissions, and any necessary entry arrangements. If we are unable to gain access at the agreed time, or if access conditions are unsafe or unsuitable, we may treat this as a late cancellation or failed appointment and charge accordingly. You should also remove fragile items, valuables, loose personal property, and any obstructions before we begin work unless we have agreed to assist with preparation.

You must tell us in advance about any hidden hazards, structural issues, electrical risks, water restrictions, pets, or medical sensitivities that may affect the work. While we will take reasonable care during all crossness carpet cleaners appointments, you remain responsible for ensuring the environment is suitable for cleaning. We may refuse to use certain equipment or chemicals if we believe they could damage the materials, the surrounding area, or our operatives’ safety.

We may need you or an authorised adult to be present at the start or end of the visit to confirm the work areas, authorise optional treatments, and verify completion. If you ask us to work in an unattended property, you accept the additional risk associated with leaving items unattended, and you authorise us to use reasonable judgment in relation to access, utilities, and property protection measures.

3. Payments and Charges

Unless agreed otherwise in writing, payment is due immediately on completion of the service. We may require a deposit, pre-authorisation, or full advance payment for certain bookings, including larger commercial work, repeat cancellations, or appointments requiring specialist equipment or products. Any deposit paid may be non-refundable to the extent allowed by law if you cancel late or fail to provide access on the day of the appointment.

Accepted payment methods will be confirmed at booking or invoicing stage and may include bank transfer, card payment, cash, or other methods we make available. If an invoice is issued, it must be paid within the stated period. If no period is stated, payment is due within seven days of the invoice date. We may suspend or refuse further services where an outstanding balance remains unpaid.

Where additional work is needed due to unforeseen soil level, stain removal complexity, extra rooms, pet treatment, odour treatment, or extended drying support, we will explain the reason for any extra charge before carrying out the additional work where reasonably possible. If the work has already been completed because it was urgently necessary to protect the property, health, or equipment, we may still apply a reasonable charge based on the labour, materials, and time involved.

4. Cancellations, Rescheduling, and No-Access Fees

You may cancel or reschedule a confirmed booking by giving reasonable notice. For standard appointments, we ask that you provide at least 24 hours’ notice. For larger, specialist, or commercial jobs, longer notice may be required if this was stated at the time of booking. If you cancel with insufficient notice, we may charge a cancellation fee to reflect lost time, reserved labour, and materials set aside for your appointment.

If you are not available at the agreed time, if access is not provided, or if the property is unsuitable for us to proceed, we may treat the appointment as a failed visit and charge a no-access fee or part of the agreed fee. Where we have already travelled to the property, prepared equipment, or commenced work, we may charge for the portion completed together with any reasonable travel or disposal costs already incurred. This applies even if the full service could not be completed for reasons outside our control.

We may cancel or postpone an appointment where staff sickness, severe weather, equipment failure, safety issues, supplier disruption, or other events beyond our reasonable control prevent us from attending or completing the work safely. If we do this, we will offer a new date or a refund of any prepaid amount for the part of the service not provided. We will not be responsible for any indirect loss caused by a delay or cancellation arising from circumstances beyond our reasonable control.

5. Service Standards, Results, and Limitations of Liability

We will use reasonable skill and care when providing every carpet cleaning service, but cleaning results can never be guaranteed to remove every stain, odour, mark, or sign of wear. Outcomes depend on fibre type, age, previous treatments, material condition, dye stability, stain composition, and how long the contamination has been present. Some stains may be permanent, may improve only partially, or may become more visible after treatment. We do not promise restoration to a like-new condition unless this has been expressly agreed in writing.

You are responsible for telling us about known risks such as delicate fibres, colour loss, shrinkage history, loose seams, pre-existing water damage, weak adhesives, or other vulnerabilities. We may ask you to sign a disclaimer before cleaning sensitive items or materials. If you instruct us to proceed against our advice, you accept the risk of damage to the extent permitted by law. We are not liable for damage caused by pre-existing defects, hidden faults, or the natural limitations of the cleaning process.

Our total liability arising from any single service, whether in contract, tort, negligence, or otherwise, is limited to the amount paid or payable for the specific service in question, except where liability cannot be limited by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. We are not responsible for indirect, consequential, or purely financial losses, including loss of profit, loss of business, or loss of opportunity.

6. Property, Items, and Pre-Existing Conditions

We may move light furniture or small items where it is safe and reasonable to do so, but we are not obliged to move heavy, fragile, fixed, electrical, valuable, or built-in items. If we agree to move an item, we will do so with reasonable care, but you remain responsible for securing or removing items that are especially valuable, delicate, or unstable. We will not accept responsibility for damage caused by items that were already loose, unstable, poorly assembled, or in a poor state of repair.

We recommend that you notify us of any pre-existing damage before work begins, including tears, burns, pulled fibres, fading, water stains, broken fittings, or previous repair attempts. If we discover an issue during cleaning that may worsen with further treatment, we may stop work on that item and discuss the options with you. In some cases, the safest course may be to limit the service or leave the item untreated.

Any advice we provide about aftercare, drying times, ventilation, or re-entry is given in good faith and should be followed as closely as possible. We cannot accept responsibility for issues caused by premature use, replacing furniture too early, or exposure to moisture, heat, or foot traffic before the carpet or fabric has fully dried. Drying times are estimates only and can vary significantly depending on room conditions and material type.

7. Waste Regulations, Disposal, and Environmental Compliance

We will comply with applicable UK waste management, environmental, and duty of care requirements when handling waste generated through our services. Any wastewater, removed residue, used cleaning materials, or contaminated waste created during the job will be managed in accordance with relevant laws and good industry practice. We will not deliberately discharge waste in a manner that is unlawful, unsafe, or harmful to drains, soil, watercourses, or the environment.

Where we remove waste from your premises, we may use licensed carriers or appropriate disposal routes as required by law. You agree that any waste identified as hazardous, contaminated, or requiring special handling must be disclosed in advance. If undisclosed hazardous material is discovered, we may stop the service, charge any additional disposal or safety costs, and report the matter if required by law. You are responsible for telling us whether the premises contain unusual substances, biohazards, or contaminated materials.

Packaging, empty product containers, and general operational waste created by our team remain our responsibility unless otherwise agreed. However, waste already present at your property or arising from the condition of the property itself remains your responsibility unless we have expressly accepted disposal of it. We reserve the right to refuse to handle any material that we reasonably believe is illegal, unsafe, or unsuitable for ordinary cleaning service disposal.

8. Complaints, Corrections, and Rework

If you believe there is a genuine issue with the service provided, you should notify us as soon as reasonably possible and in any event within 48 hours of completion, unless a longer period is required by law. You must allow us a reasonable opportunity to inspect the issue and, where appropriate, return to the property to assess or rectify the concern. We may decline a complaint if the problem is caused by post-service contamination, normal drying effects, incorrect aftercare, or circumstances outside our control.

Where a service fault is established, our first option may be to re-perform the affected part of the service, provided this is practical and safe. If re-performance is not possible or would not be appropriate, we may offer a partial refund that fairly reflects the portion of the service not delivered as agreed. Any remedy offered under this clause will be the full extent of our obligation, except where a different remedy is required by law.

Nothing in these terms affects your statutory rights as a consumer. If you are a business customer, you acknowledge that the service is provided on the basis that your own internal procedures, insurance arrangements, and loss mitigation steps remain your responsibility. You should not withhold payment for any undisputed part of an invoice while a complaint is being considered unless required by law.

9. Governing Law and General Provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the service provided shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any clause is found to be unlawful, invalid, or unenforceable, the remaining clauses will continue in full force and effect.

Failure by us to enforce any right or provision in these terms will not operate as a waiver of that right or provision. You may not transfer your rights or obligations under these terms without our written consent. We may assign or subcontract our obligations where necessary to provide the service, provided this does not materially reduce the level of service promised to you.

These terms form the entire agreement between you and us in relation to the relevant service and supersede any prior discussions or understandings, whether verbal or written, unless specifically incorporated into a written contract. By confirming a booking with Crossness Carpet Cleaners, you acknowledge that you have read, understood, and accepted these service terms as the basis on which the work will be carried out.