Purley Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Purley Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, you agree that these terms apply to the supply of our carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related services. Please read this document carefully before confirming any appointment. If anything is unclear, it is your responsibility to ask for clarification before the service begins.

In these terms, references to “we,” “us,” or “our” mean Purley Carpet Cleaners, and references to “you” or “the customer” mean the person arranging the service or the person on whose behalf the service is arranged. These terms are intended to be a fair and practical agreement for both parties and should be read together with any quotation, booking confirmation, or written instructions provided before the appointment.

By proceeding with a booking for carpet cleaning services, you confirm that you are authorised to request work at the property concerned and that you accept responsibility for ensuring access, preparing the premises as required, and providing accurate information about the condition of the items to be cleaned. Nothing in these terms affects your statutory rights where services are supplied to a consumer under applicable UK law.

1. Booking Process

Bookings for Purley Carpet Cleaners may be made by telephone, email, online form, or any other booking method we may offer from time to time. A booking is not confirmed until we have issued a confirmation and, where applicable, received any deposit or prepayment that we have requested. We reserve the right to decline a booking if we consider the service unsuitable, unsafe, or outside the scope of our operations.

When making a booking, you must provide accurate information, including the type of flooring or upholstery, approximate room sizes, access conditions, parking restrictions, and any known issues such as prior staining, pet damage, water damage, mould, odours, fragile fabrics, or pre-existing wear. If information given during booking is incomplete or inaccurate, the actual service may differ from the original quotation, and we may adjust the price or amend the scope of the work accordingly.

Any quotation provided before inspection is based on the information supplied by you and is therefore an estimate unless we expressly state otherwise. We may revise the quotation on arrival if the actual conditions differ materially from those described at the time of booking. Examples include additional rooms, extra-large items, severe contamination, restricted access, or the need for specialist treatment. If you do not accept the revised quotation, you may cancel the service in accordance with the cancellation terms below.

2. Service Delivery

We will use reasonable skill and care in providing the services you have booked. The cleaning methods, products, and equipment used will be selected by us unless otherwise agreed in writing. While we aim to achieve high-quality results, the outcome depends on the material condition, age, previous maintenance, and nature of any staining or damage. No service can guarantee complete removal of all stains, odours, or marks, particularly where these are permanent or have previously been treated with unsuitable products.

It is your responsibility to ensure that the property is reasonably prepared for the appointment. This includes providing access to the areas to be cleaned, removing fragile objects, securing valuables, and ensuring that electricity and water are available where needed. If we are unable to complete the work because of access problems, safety concerns, or lack of preparation, a call-out charge or cancellation fee may apply. We may refuse to move items that are too heavy, unsafe, or likely to cause damage.

Where drying times are relevant, you acknowledge that carpets and fabrics may remain damp after treatment and that ventilation may be necessary. We are not responsible for delays in drying caused by weather, poor ventilation, heating issues, or the nature of the material. Any advice we provide regarding post-cleaning care is given in good faith, but the final decision on use of the cleaned area remains with you.

3. Payments and Charges

The price for carpet cleaning or related services will be either the amount agreed at booking or the revised amount confirmed on site if the scope changes. Unless we agree otherwise, payment is due on completion of the service. We may require a deposit, advance payment, or card pre-authorisation for certain bookings, higher-value jobs, or short-notice appointments. Any deposit taken is usually applied against the final invoice unless stated otherwise.

We accept payment by methods that we may specify from time to time, which may include bank transfer, debit card, credit card, or cash. If you fail to make payment by the due date, we reserve the right to charge interest and recovery costs to the extent permitted by law. We may also suspend future services until all outstanding amounts have been settled in full. You are responsible for any bank fees, chargeback costs, or third-party payment charges arising from your payment method.

If a quotation is based on a minimum charge, parking cost, equipment hire, specialist cleaning agent, or difficult-access supplement, these charges will be made clear where reasonably possible before work starts. Any discounts, promotional prices, or package rates may be withdrawn if booking conditions are not met or if the service is altered after confirmation. For business customers, invoices are payable within the period stated on the invoice unless otherwise agreed in writing.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a confirmed appointment by giving us reasonable notice. Unless a different notice period is stated at the time of booking, we ask for at least 24 hours’ notice for standard appointments. If you cancel with less notice, or if we arrive and are unable to gain access, we may charge a cancellation fee to cover reserved time, travel, and scheduling losses. Where a deposit has been taken, it may be retained in part or in full to offset such costs.

We may cancel or reschedule an appointment if staff become unavailable, equipment fails, weather conditions make access unsafe, or circumstances beyond our control prevent us from attending. If we need to do this, we will try to offer an alternative date or time. Our liability for cancellation will be limited to refunding any prepaid amount for the cancelled element of the service, unless the law requires otherwise. We will not be responsible for indirect losses caused by a change in schedule.

If you are delayed on the day of the appointment, you should notify us as soon as possible. We may have to shorten the appointment, alter the original order of work, or treat the booking as a cancellation if the delay is excessive. Repeated short-notice cancellations or non-attendance may result in refusal of future bookings. We reserve the right to charge for wasted attendance where a booking cannot be completed due to circumstances within your control.

5. Liability and Limitations

We will perform the services with reasonable care and skill, but our liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by UK law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we shall not be liable for indirect or consequential losses, loss of business, loss of profit, or loss of opportunity.

You must tell us before the service begins about any pre-existing damage, fragile areas, loose seams, failing dye, worn fabric, hidden defects, or other issues that may affect the cleaning process. We will not be responsible for deterioration caused by existing weakness, unsuitable previous cleaning, manufacturer defects, or materials that are inherently delicate or unstable. Where possible, we may decline to clean items that present an unreasonable risk of damage.

Any claims relating to visible damage, missing items, or dissatisfaction with the service should be reported as soon as reasonably possible and, in any event, within a reasonable time after completion. You must allow us a fair opportunity to inspect the issue and, where appropriate, to return and investigate before any third-party remedy is arranged. Failure to notify us promptly may affect our ability to assess the claim and may limit any remedy available.

6. Waste, Disposal, and Environmental Compliance

Purley Carpet Cleaners will handle waste generated during cleaning in accordance with applicable waste regulations, environmental requirements, and duty-of-care obligations. This may include waste water, collected debris, disposable cloths, used packaging, and any other materials removed as part of the service. We will take reasonable steps to dispose of such waste responsibly and may separate waste streams where appropriate.

You remain responsible for informing us of any materials that may require special handling, such as contamination from bodily fluids, mould, chemical residues, asbestos risk, hazardous substances, sharps, or other regulated waste. If the area contains materials we reasonably believe are hazardous or unsuitable for standard cleaning, we may suspend work until the risk has been assessed. Additional charges may apply for specialist disposal, protective equipment, or extended handling time where permitted by law.

You must not ask us to dispose of prohibited waste or to act in a way that would breach environmental law or local waste controls. Any items removed from the property as part of the service will be disposed of only where this is part of the agreed scope and lawful to do so. We are not responsible for waste already present in the property unless we have expressly agreed to remove it as part of the service.

7. Customer Responsibilities

To ensure a smooth appointment for Purley carpet cleaners services, you must make the premises safe and accessible. This includes ensuring that children, pets, and other occupants are kept clear of the working area where needed. You should also make sure that any alarm systems, entry codes, or access arrangements are communicated in advance. If parking restrictions or permits apply, it is your responsibility to arrange lawful parking unless we agree otherwise.

You must not expect us to move items that are excessively heavy, fixed in place, or unsafe to relocate. If furniture is moved at your request, we may do so only where it is reasonable and safe. We do not accept responsibility for damage to items that were already unstable, poorly assembled, or unsuitable for relocation. It is your duty to remove small valuables, documents, jewellery, cash, and breakables before the service starts.

Any instructions from you that alter our normal cleaning method must be given before the work begins and may be refused if unsafe or impractical. If you request a specific product or process, you acknowledge that the result may differ from our standard method and that additional risks may arise. Where we use protective materials, these are intended to reduce risk but do not guarantee complete prevention of marks, movement, or accidental contact.

8. Complaints and Remedial Work

If you are dissatisfied with any aspect of the service, please notify us promptly so that we may review the matter. Where a complaint is justified, we may choose to return and re-clean the affected area, offer a partial refund, or take another reasonable step to resolve the issue. The chosen remedy will depend on the nature of the complaint and the circumstances of the work carried out.

We will not be obliged to provide a remedy where the issue arises from pre-existing wear, incorrect product use by the customer after completion, normal drying behaviour, or factors outside our control. You must give us reasonable access to inspect the area concerned. If a third party attempts repair, retreatment, or alteration before we have had a fair opportunity to assess the issue, this may affect our ability to resolve the complaint and may void any further remedy.

We aim to handle complaints fairly and efficiently. Any review of a claim may take into account photographs, booking records, notes made on site, and the condition of the item before and after cleaning. Nothing in this clause limits rights that cannot be excluded under the Consumer Rights Act 2015 or other applicable legislation.

9. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where the failure or delay is caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, accidents, transport disruption, power failure, illness, strikes, acts of government, civil disturbance, or the unavailability of supplies or equipment. In these circumstances, we may suspend performance, reschedule the appointment, or cancel the service without liability for indirect loss.

If a force majeure event affects your booking, we will use reasonable efforts to contact you and agree a new date where possible. Any prepaid sums relating to work not performed will be refunded or credited in accordance with the nature of the cancellation and any costs already reasonably incurred. We will act fairly and proportionately when deciding whether a refund, rebooking, or partial charge is appropriate.

Events outside our control do not remove your responsibility to cooperate with reasonable rescheduling arrangements. If the work can be completed safely at a later time, that will normally be our preferred solution. We may also adjust the timing or sequence of jobs to maintain safe and efficient operations.