Terms and Conditions for Chase Cross Carpet Cleaners
These terms and conditions set out the basis on which Chase Cross Carpet Cleaners provides domestic and commercial carpet cleaning services, along with related upholstery and fabric care services where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. The purpose of this document is to explain the service process clearly, including booking arrangements, payment obligations, cancellation rules, liability limits, waste handling, and the law that applies to the contract. These terms are designed to be fair, transparent, and consistent with UK consumer and business law.
For the avoidance of doubt, these terms apply to all quotations, estimates, bookings, and completed services provided by Chase Cross Carpet Cleaners, unless a written variation has been agreed in advance. Any special agreement must be confirmed in writing and signed or otherwise accepted by both parties. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply in full.
In these terms, “we”, “us”, and “our” refer to Chase Cross Carpet Cleaners, while “you” and “your” refer to the customer, whether an individual, a tenant, landlord, letting agent, business, or other organisation requesting the service. The words “service”, “job”, and “work” mean the carpet cleaning or related cleaning work described in the booking confirmation or quotation. References to “materials”, “chemicals”, and “equipment” include all products and tools used to carry out the service.
Booking Process
A booking is formed when you request a quotation or submit booking details and we accept the job, either directly or by written confirmation. Any quotation issued by Chase Cross Carpet Cleaners is based on the information provided by you at the time of enquiry, including the number of rooms, access conditions, floor type, level of soiling, stain concerns, and any special treatment requirements. If the information later proves to be incomplete or inaccurate, we reserve the right to revise the quotation or withdraw it before work begins.
Bookings may be made in person, by telephone, by email, or through any booking system we choose to use from time to time. A booking is not guaranteed until we have confirmed the date, time window, service scope, and any deposit or prepayment requirement. We may ask for photographs or further details before confirming the appointment, particularly where the work involves delicate materials, severe staining, pet contamination, water damage, or access constraints.
It is your responsibility to ensure that the booked service accurately reflects the areas to be cleaned and any special conditions affecting the work. This includes advising us of hidden risks such as damaged fibres, loose seams, colour loss, dampness, recent treatments, or the presence of vulnerable surfaces. 
We reserve the right to refuse or postpone a booking if the property is unsafe, inaccessible, or unsuitable for the planned cleaning method. If suitable parking, water supply, electricity, or clear access is required, you must make these arrangements available unless otherwise agreed.
Service Scope and Customer Responsibilities
The service will generally be limited to the work set out in the booking confirmation or quotation. Unless specifically included, our work does not cover moving heavy furniture, lifting fixed items, dismantling fittings, or removing items that require specialist handling. We may move light or easily movable items at our discretion, but we are not obliged to do so. You should remove small items, fragile objects, valuables, and breakables from the treatment area before the appointment begins.
You must tell us about any pre-existing damage before work starts, including burns, tears, stains, odours, shrinkage, fraying, bleach marks, watermarks, adhesive residues, or signs of moth or infestation damage. If you ask us to treat a stain or mark, we will use reasonable skill and care, but we cannot guarantee complete removal of all marks, especially where damage has become permanent or where previous attempts have altered the fabric or pile. Any estimate of results is not a promise of a perfect finish.
Where access to the property requires keys, codes, alarms, or escort arrangements, you must provide those details in time for the appointment. If we arrive and cannot gain access, or if the job cannot proceed for reasons outside our control, the booking may be treated as a late cancellation or wasted visit. We may also charge for waiting time if delay is caused by your failure to prepare the site as agreed.
Payments
All prices are stated in pounds sterling unless otherwise agreed. We may quote a fixed price, an hourly rate, a per-room rate, or a price based on the size and condition of the area to be cleaned. Unless the quotation says otherwise, prices are exclusive of any additional work not included in the original scope. Additional charges may apply for severe staining, urine contamination, specialist stain treatment, extra drying measures, out-of-hours work, or unusually difficult access.
Payment is due at the time specified in the quotation or booking confirmation. In most cases, payment is due immediately upon completion of the service, unless a deposit, part payment, or invoice arrangement has been agreed in writing beforehand. We accept payment methods communicated at the point of booking. If a business or agency customer requires invoicing, the payment period will be the period stated on the invoice or agreement.
If payment is not made on time, we may suspend further work, refuse future bookings, and recover reasonable costs associated with collecting overdue sums. This may include administration fees, bank charges, debt recovery costs, and statutory interest where permitted by law. You are responsible for ensuring that you have sufficient funds and authority to use the chosen payment method. Any dispute about a charge must be raised promptly and in good faith.
Cancellations, Rescheduling, and No-Show Policy
You may cancel or reschedule a booking by giving us reasonable notice. The exact notice period may depend on the nature of the job, but cancellations made at short notice may attract a charge to cover lost time, preparation, and travel. Where a deposit has been paid, all or part of that deposit may be retained if the cancellation prevents us from taking another booking for the same time slot.
If you ask to change the appointment time or date, we will try to accommodate the request where possible, but alternative dates cannot be guaranteed. Weather conditions, staff illness, equipment failure, supply interruptions, or unforeseen emergencies may also require us to reschedule. In such cases, we will contact you as soon as reasonably possible and arrange a new appointment at the earliest practical time. We will not be liable for inconvenience caused by events that are outside our reasonable control.
If we attend an address and no one is available to grant access, or if the customer refuses the service without valid reason after arrival, the appointment may be recorded as a no-show or wasted visit. In that event, we may charge a call-out fee or retain any deposit paid. Where work is postponed because the area is not ready, this may also be treated as a late cancellation if the issue should have been identified before the appointment.
Liability and Limitations
We will carry out services with reasonable skill and care, using equipment and products that we consider suitable for the task. However, carpet cleaning and fabric care involve some inherent risks, including possible fibre disturbance, slight colour change, odour release, drying variation, and the reappearance of stains caused by hidden residue. Some items may react unpredictably to moisture or cleaning agents even where the correct method has been used. For this reason, we do not guarantee that every mark, smell, or stain can be removed fully.
We are not responsible for loss or damage caused by defects, age, prior wear, hidden weakness, faulty installation, or previous cleaning methods that have already compromised the item. This includes but is not limited to carpets with weak seams, lifting underlay, backing failure, sun fading, pre-existing shrinkage, or colour instability. We are also not liable for damage resulting from your failure to disclose relevant information, such as recent spills, repairs, or treatments that may affect the outcome.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability for any claim arising out of a booking will 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 will not be responsible for indirect loss, loss of profit, loss of business, or consequential damage.
We strongly recommend that you store valuables, electronics, and fragile household items away from the work area before cleaning begins. Where furniture is moved at your request, we are not responsible for scratches, scuffs, floor marks, or concealed damage unless caused by our proven negligence. If you believe any issue has arisen during the service, you must notify us as soon as reasonably possible and allow us an opportunity to inspect the matter before any repair or replacement is arranged.
Waste Regulations and Environmental Handling
All waste arising from the service will be handled in accordance with applicable UK waste management requirements. This includes used cloths, disposable materials, contaminated residues, packaging, and any removed debris generated by the work. We will take reasonable steps to store, transport, and dispose of waste safely and lawfully, using licensed routes where appropriate. If specialist disposal is required because of contamination, bodily fluids, pests, or hazardous materials, additional charges may apply and the job may be refused if proper handling cannot be arranged.
You must inform us if the premises contain hazardous substances or unusual contamination, including mould growth, asbestos risk, chemical spills, or biohazards. We do not carry out hazardous waste removal unless explicitly agreed in writing and permitted by law. Any waste left behind by the customer before or after the service remains your responsibility unless we have agreed in writing to remove it as part of the booking. You should not ask us to handle materials that are unlawful to transport or dispose of without special controls.
Complaints and Remedy
If you are unhappy with the service, you should raise the matter promptly so that we can assess the issue. Where appropriate, we may return to inspect the affected area, offer a reasonable re-clean, or discuss another suitable remedy. Any such remedy will be offered at our discretion and only where the complaint is made in good faith and within a reasonable time after completion. Complaints about pre-existing defects or outcomes outside our control may not qualify for a re-service.
You must give us a fair opportunity to resolve any concern before arranging a third party to fix the issue. We will not normally reimburse the cost of third-party work unless we have agreed to it in writing beforehand or are required to do so by law. Any claim must be supported by relevant information, including photographs and a description of the issue. Failure to report a concern promptly may reduce the likelihood of a remedy.
These terms are intended to operate alongside your statutory rights as a consumer where applicable. Nothing in them affects rights that cannot legally be excluded. If any provision is found to conflict with mandatory consumer legislation, that provision will be interpreted or adjusted to the minimum extent necessary to comply with the law while preserving the rest of the agreement.
Governing Law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction over any dispute that cannot be resolved amicably. If the customer is based elsewhere in the United Kingdom, the same governing law principles will apply so far as permitted by the relevant legal framework.
By booking or accepting our service, you acknowledge that these terms form the entire agreement between the parties in relation to the booked work, unless a separate written contract states otherwise. No statement made in conversation, email, or message will override these terms unless we expressly confirm the change in writing. We may update these terms from time to time, and the version in force at the time of your booking will normally apply to that booking unless a legal requirement states otherwise.
Chase Cross Carpet Cleaners thanks you for taking the time to review these terms. They are designed to protect both the customer and the service provider by setting clear expectations before work begins and by ensuring that the service can be delivered safely, fairly, and in line with applicable UK standards.
