St Mary Cray Carpet Cleaners - UK Service Terms and Conditions
These Terms and Conditions apply to all carpet cleaning services provided by St Mary Cray Carpet Cleaners and set out the basis on which bookings are accepted, services are delivered, payments are made, and disputes are handled. By making a booking, the customer agrees to be bound by these terms. For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving or ordering the service. Please read this document carefully before confirming any appointment.
Our services are offered to domestic and commercial customers subject to availability, access conditions, and the suitability of the premises and materials to be cleaned. We aim to provide a professional carpet cleaning service in St Mary Cray and the wider UK service area, but all services remain subject to inspection, assessment, and the information supplied by the customer at the time of booking. If any information provided is incomplete or inaccurate, we may revise the quotation, adjust the scope of work, or decline the booking.
These terms are intended to be fair and transparent and should be read alongside any written quotation or booking confirmation. Where a quotation or confirmation includes specific arrangements, those details apply in addition to these terms unless expressly overridden. Headings are included for convenience only and do not affect interpretation.
Booking process begins when you request a quotation, provide details of the carpets or soft flooring to be cleaned, and confirm the preferred date and access arrangements. A booking is not secured until we have acknowledged the appointment and, where required, received any deposit or advance payment. We may ask for photographs, room measurements, fibre information, stain details, or other relevant information in order to provide an accurate estimate for St Mary Cray carpet cleaners services. Any quote is based on the information available at the time and may change if the actual condition differs materially from what was described.
When accepting a booking, you must ensure that the person placing the order has authority to do so on behalf of the property owner, tenant, manager, or other responsible party. You must also ensure that the property is accessible at the agreed time, that there is a safe supply of electricity and water where needed, and that the areas to be cleaned are ready for service. If parking, entry, or access restrictions apply, you must notify us in advance. Delays caused by inaccurate access information may result in waiting charges, rescheduling, or cancellation fees. We reserve the right to refuse to start or continue work if the premises are unsafe or if the service conditions differ substantially from those disclosed.
Order acceptance does not guarantee that every stain, odour, or mark can be removed. Carpet fibre type, age, previous treatment, wear, and hidden contamination can affect results. We use professional methods, but you acknowledge that cleaning outcomes may vary. Where relevant, we may explain the likely result before work begins and ask you to confirm that you wish to proceed.
Our payments terms require that all invoices are paid in full on completion of the service unless we have agreed different arrangements in writing. We accept the payment methods notified at the time of booking or invoicing. If a deposit is required to secure the appointment, that deposit may be non-refundable unless stated otherwise. Prices are normally quoted in pounds sterling and may be subject to VAT where applicable. Any additional work requested on site, including extra rooms, stain treatment, deodorising, or specialist cleaning, may incur supplementary charges.
If the actual work differs from the original quotation due to unexpected soiling, inaccessible areas, additional items, or changes requested by you, we may amend the price before or during the appointment. Where an updated price is issued, continuation of the service will be treated as acceptance of the revised charge. If payment is not received when due, we may suspend further work, apply lawful recovery costs, and pursue outstanding sums by all available legal means. You are responsible for ensuring that payment is made by an authorised person and that any invoice details are checked promptly.
Any discounts, promotional rates, or package prices are offered at our discretion and may be withdrawn or altered at any time before booking confirmation. Special rates do not apply retrospectively unless specifically agreed. You are also responsible for any bank charges, failed card payments, or fees arising from incorrect payment details supplied by you.
Cancellations and rescheduling must be made as early as possible. If you need to cancel or move an appointment, please give reasonable notice so that we can reallocate the slot. Where a deposit has been paid, cancellation rights depend on the notice period and the amount of preparation already completed. If you cancel with insufficient notice, fail to provide access, or are absent at the agreed time, we may charge a cancellation fee to cover lost time and administrative costs. The fee may be equal to all or part of the booking value depending on the circumstances and the time reserved for the service.
We may also cancel or reschedule a booking if necessary due to staff illness, equipment failure, severe weather, unsafe conditions, or any event beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative appointment. We will not be responsible for indirect loss arising from a change of date, provided we act reasonably and communicate the change promptly. If you request that we proceed despite known risks, we may decline where we consider the service unsafe, impractical, or unsuitable for the property or materials.
Right to refuse service applies where a carpet, rug, or area is contaminated, damaged, infested, or otherwise unsuitable for treatment. We may refuse to clean items that could be harmed by standard or specialist methods, or where the risks to health and safety are unacceptable. Any decision to refuse or modify the service will be made reasonably and in good faith.
Liability and limitations are set out below. We will carry out services with reasonable care and skill, in accordance with applicable UK consumer and service standards. However, natural wear, colour loss, pre-existing damage, shrinkage, seam separation, dye bleed, pile distortion, hidden stains, or adverse reactions to previous treatments may occur despite proper cleaning. You acknowledge that no cleaning process can guarantee complete removal of all contaminants or odours.
Our liability for loss or damage is limited to the direct and foreseeable loss caused by our proven negligence or breach of contract. We shall not be liable for indirect, consequential, or economic losses such as loss of profit, loss of enjoyment, or inconvenience, except where such limitation is not permitted by law. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law.
If damage is alleged, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the item and consider remedial action. You must not arrange repair, replacement, or disposal before giving us the chance to assess the complaint, unless immediate action is required to prevent further damage. Where liability is accepted, our preference will usually be to re-clean, repair, or compensate at our reasonable discretion, subject to applicable legal rights.
Waste regulations and environmental compliance are observed in the manner in which we collect, contain, transport, and dispose of waste arising from the service. We operate in line with relevant UK waste handling duties and environmental obligations. Waste water, removed soil, packaging, filters, disposable cloths, and other residues will be managed responsibly and in a way intended to reduce environmental impact. We will not knowingly dispose of waste unlawfully or in a manner that could harm public health or the environment.
Where waste is generated during a carpet cleaning service, it may contain dirt, fibres, residues, or cleaning agents and must be handled appropriately. You agree to provide accurate information about any known contamination, including biological waste, chemicals, needles, sharps, asbestos risk, mould, pests, or other hazardous matter. If hazardous waste is present or suspected, we may stop work immediately and request specialist assessment or disposal arrangements. Additional charges may apply if specialist containment, disposal, or protective measures are needed.
You are responsible for ensuring that any waste generated before our arrival, or any pre-existing hazardous material, is disclosed in advance. If you withhold relevant information and we incur extra costs, health risks, or compliance obligations as a result, you may be charged for those additional expenses. We reserve the right to leave a site or refuse further work if legal waste management requirements cannot be met safely and properly.
Customer responsibilities include removing fragile items, valuables, breakables, loose fittings, and personal possessions from the work area unless we have agreed otherwise. You should also secure pets, protect vulnerable occupants, and provide reasonable working space. We are not responsible for moving heavy furniture unless this has been specifically included in the booking. If we do move furniture at your request, we do so only where it is safe and practical and only at your risk in relation to items not suitable for moving.
You must disclose any special characteristics of the carpets or surrounding surfaces, such as delicate fibres, underfloor heating, dampness, pre-existing odours, recent dyeing, or prior chemical treatment. Failure to disclose relevant information may affect results and may increase the risk of damage. If protective measures or specialist methods are necessary because of conditions you did not disclose, you may be charged additional fees or the service may be limited. For the avoidance of doubt, a quotation for St Mary Cray carpet cleaners services is based on normal assumptions about access, condition, and risk.
We may photograph the work area before, during, and after completion for operational, training, quality assurance, or dispute-resolution purposes, provided that any personal data is handled in accordance with applicable data protection law. We will not use images for unrelated purposes without a lawful basis. Any samples, test areas, or method trials carried out on site are intended to inform the cleaning process and are not guarantees of final appearance.
Force majeure means that we are not liable for delay or failure to perform our obligations where such delay or failure arises from events beyond our reasonable control, including extreme weather, fire, flood, power failure, transport disruption, industrial action, epidemic restrictions, equipment shortage, or acts of government. If a force majeure event occurs, we may postpone, modify, or cancel the service and will notify you as soon as reasonably possible.
Complaints should be raised promptly after completion of the service so that concerns can be investigated while the relevant facts remain available. We may ask for photographs, descriptions, or access to inspect the work area. We will consider complaints fairly and in line with these terms and your statutory rights. If any issue can be remedied by re-cleaning or another proportionate step, we may offer that option first. This does not reduce any rights you may have under applicable consumer law.
If any term of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full force and effect. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. These terms represent the entire agreement between the parties in relation to the service, unless varied in writing by us.
Governing law and jurisdiction: These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection rules provide otherwise. Your statutory rights are unaffected.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions for St Mary Cray Carpet Cleaners. We recommend that you retain a copy for your records. If any part of these terms is unclear, you should seek clarification before the appointment is confirmed.
