Sanderstead Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Sanderstead Carpet Cleaners provides carpet and fabric care services to domestic and commercial customers. By making a booking, you agree to these terms in full. Please read them carefully before confirming any appointment. They are intended to create a clear, fair framework for service delivery, payment, cancellations, access, and liability.

In these Terms and Conditions, references to we, us, and our mean Sanderstead Carpet Cleaners. References to you and your mean the customer or any person acting on the customer’s behalf. These terms apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related services supplied by us unless otherwise agreed in writing.

We reserve the right to update these terms from time to time. Any changes will apply to future bookings made after the revised version is published or supplied. The version in force at the time you confirm your booking will normally govern that particular appointment, unless a later written agreement states otherwise.

1. Booking process

Bookings may be made by telephone, email, online enquiry, or any other method we make available. A booking is not confirmed until we have accepted the request, checked availability, and provided a price estimate or quotation where appropriate. We may request information about room sizes, floor coverings, stains, access, parking, or any other matter needed to assess the work properly.

It is your responsibility to provide accurate and complete information when booking. This includes the type of carpet or fabric, approximate area, known problem spots, previous treatments, and whether there are any special circumstances such as fragile fibres, water-sensitive materials, or restricted access. If the information supplied is incomplete or inaccurate, the final price, expected duration, or service method may need to be adjusted.

Any quotation we provide is based on the details available at the time. Unless stated otherwise, quotations are valid for a limited period and may be revised if the scope of work changes. Additional charges may apply if extra rooms, additional stain treatments, heavily soiled areas, or unforeseen difficulties are discovered on arrival. We will always seek your approval where practical before carrying out chargeable additional work.

Appointment times are arranged as accurately as possible, but arrival times are estimates and not guaranteed to the minute. Delays may occur due to traffic, weather, previous jobs running over, access issues, or other circumstances beyond our reasonable control. We will aim to notify you if we expect a significant delay.

You must ensure that an adult over 18 is present at the property at the start of the appointment or that suitable arrangements have been agreed in advance. The person present must have authority to confirm the work, grant access, and approve any reasonable variations that arise during the visit.

2. Customer responsibilities

Before we begin, you must clear the area to be cleaned as far as reasonably possible. This includes removing small items, breakables, valuables, and personal belongings from the work area. We may move light furniture where safe and practical, but we are not obliged to move heavy, fixed, fragile, or high-value items unless agreed in advance.

You should inform us in advance of any pre-existing damage, wear, discolouration, loose seams, weakened fibres, water damage, mould, pest activity, or prior repairs. Certain marks or stains may not be removable and some materials may react unpredictably to cleaning methods. We cannot be responsible for problems caused by pre-existing conditions that were not disclosed and could not reasonably be identified before work began.

Pets, children, and vulnerable persons should be kept away from the working area while cleaning is in progress and while surfaces are drying. You are responsible for providing a safe and workable environment, including electricity, water where needed, and reasonable access to the property. If we are unable to proceed safely because of access, hygiene, health, or safety issues, we may suspend or cancel the visit and charge a call-out or wasted-time fee where reasonable.

3. Service standards and methods

We will use reasonable care and skill in providing our carpet cleaning services and related treatments. The exact method used may vary depending on the type of flooring or fabric, the condition of the item, and the nature of the stains or soils present. Any advice given before or during the visit is based on our professional opinion and is not a guarantee of a particular outcome.

We may decline to clean certain materials or may recommend an alternative approach if, in our judgment, the item is unsuitable for cleaning or the risk of damage is too high. This includes, but is not limited to, unstable dyes, delicate fibres, fragile seams, severe wear, or items that have previously been treated in a way that makes safe cleaning impractical.

If you request a particular chemical, process, or outcome that we consider unsuitable, we may refuse the request. We are under no obligation to use a method that we reasonably believe would be unsafe, ineffective, or inconsistent with good professional practice.

4. Payments

Payment terms will be confirmed at the time of booking or before work begins. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may accept payment by card, bank transfer, cash, or another method we have agreed in advance. We are not obliged to release invoices, receipts, or final paperwork until payment has been made in full.

If a deposit is required to secure the booking, the amount and refund conditions will be explained before the booking is confirmed. Deposits are normally non-refundable where the cancellation falls within the applicable notice period or where a cancellation is caused by your failure to provide access, accurate information, or a suitable working environment.

Late payment may result in reasonable administration charges and, where applicable, statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers. For domestic customers, we may seek to recover unpaid sums through lawful debt recovery procedures. You will be responsible for any reasonable costs incurred in pursuing overdue amounts.

5. Cancellations and rescheduling

You may cancel or reschedule an appointment by giving us reasonable notice. Where possible, please notify us as soon as you know that a change is required. If you cancel with sufficient notice, we will usually not charge a cancellation fee unless a specific charge has been agreed in advance. Short-notice cancellations may attract a fee to cover lost time, staffing, and travel costs.

If you cancel after we have already arrived or are on route, or if we are unable to access the property, we may charge the full or partial booking fee, depending on the circumstances. This is particularly likely where the appointment was reserved specifically for you and we have been unable to reallocate the time.

We may also cancel or reschedule the appointment if circumstances beyond our control prevent us from carrying out the work safely or properly. This may include severe weather, vehicle breakdown, staff illness, equipment failure, or access problems. If we cancel for reasons within our control, we will offer a new appointment or refund any deposit paid for the affected service, unless the work has already been substantially performed.

6. Liability and limitations

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited as set out below.

We are not responsible for losses arising from information that was incomplete, inaccurate, or withheld by you, nor for damage caused by underlying defects, pre-existing wear, unstable materials, or hidden conditions that could not reasonably have been identified in advance. We are also not liable for indirect or consequential losses, loss of business, loss of profit, loss of reputation, or any other financial loss not directly caused by our breach.

Where we are found legally responsible for damage to an item, our liability will normally be limited to the reasonable cost of repair, rectification, or replacement, taking into account age, condition, and depreciation. We are not responsible for sentimental value or any amount greater than the actual loss suffered and reasonably proven.

It is your duty to report any issue as soon as possible after the service has been completed. We may require photographs, access for inspection, or evidence of the alleged problem before deciding whether any remedy is appropriate. You must give us a reasonable opportunity to investigate and, where suitable, to revisit the property and attempt a correction.

7. Stains, odours, and results

Many stains, marks, and odours can be improved significantly, but no cleaning company can guarantee the complete removal of every stain or smell. Some substances bond permanently with fibres, while others reappear due to wick-back, pre-existing contamination, or moisture migration. Where we provide an opinion about likely results, that opinion is given in good faith based on visible conditions at the time.

Carpet cleaner service outcomes may vary due to age, use, fibre type, dye stability, previous spot treatments, and environmental conditions. We will use suitable techniques and reasonable care, but a perfect result cannot be promised in every case.

8. Waste regulations and disposal

We will handle waste in accordance with applicable UK waste management requirements. This includes responsible disposal of extracted wastewater, used materials, packaging, disposable cloths, and any other waste created during the service. We will not knowingly dispose of controlled or hazardous waste in an unlawful manner.

Where wastewater or cleaning residue is collected, we may dispose of it using lawful, appropriate methods. You must tell us in advance if the property has any restrictions on drainage, water disposal, or environmental controls. If special waste handling is needed because of contamination, bodily fluids, pests, or similar issues, additional charges may apply and the work may require separate agreement.

You remain responsible for the lawful disposal of any items removed from the premises that are not part of our service waste stream. If you ask us to remove or dispose of furniture, underlay, large debris, or other items, we will only do so where it is legally and operationally appropriate and may charge an additional fee.

9. Access, safety, and property conditions

You must ensure that the property is safe for our staff to enter and work in. This includes safe flooring, adequate lighting, reasonable ventilation, and the absence of obvious hazards such as exposed wiring, aggressive animals, or unsafe structural conditions. If we consider the environment unsafe, we may stop work immediately and leave the premises.

We may refuse to continue if there is verbal abuse, harassment, intoxication, or any behaviour that makes our staff feel threatened or unable to work properly. In such circumstances, any cancellation or wasted-time charges may still apply.

Sanderstead Carpet Cleaners may use subcontractors or suitably trained operatives to carry out all or part of the service. Any such operatives will be required to follow comparable standards of conduct and workmanship. We remain responsible for the service contract, subject to these terms.

10. Complaints and remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly and provide a clear description of the issue. We may ask for photographs and other reasonable evidence. If the complaint is valid and relates to our workmanship, we may at our discretion offer a return visit, re-treatment, or another reasonable remedy.

A complaint does not give you the right to withhold payment for undisputed parts of the service. If a dispute arises, both parties should act reasonably and in good faith to resolve it quickly. Any remedy we offer will be proportionate to the issue identified and may take into account the age and condition of the item cleaned.

11. Data, privacy, and records

We only collect and use personal information as needed to manage bookings, provide services, process payments, maintain records, and meet legal obligations. We may keep service notes, quotations, invoices, and communication records for administrative, accounting, and legal purposes. Your personal information will be handled in accordance with applicable data protection laws.

12. Governing law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising from or in connection with the service contract will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision will be treated as removed to the minimum extent necessary and the remaining provisions will continue in full force and effect.

By booking with Sanderstead Carpet Cleaners, you confirm that you have read, understood, and agreed to these Terms and Conditions. These terms are intended to be clear, practical, and fair, and they apply to all standard carpet cleaning service appointments unless a separate written agreement says otherwise.