Terms and Conditions for Crooklog Carpet Cleaners
These Terms and Conditions set out the basis on which Crooklog Carpet Cleaners provides domestic and commercial cleaning services, including carpet, rug, upholstery and related floor care. By making a booking, accepting a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. If any part of these terms is unclear, it should be read in conjunction with the written quotation, job confirmation, or any service-specific instructions agreed in advance. The aim of these terms is to create a fair, transparent and practical framework for both parties.
For the purposes of these terms, references to “we”, “us” and “our” mean Crooklog Carpet Cleaners, and references to “you” and “your” mean the person, business or organisation purchasing or receiving the service. These terms apply to all cleaning appointments unless a separate written agreement states otherwise. We may update these terms from time to time, but the version applicable to your booking will normally be the version in force at the time your service is confirmed.
Booking process begins when you request a quotation or availability check and ends when the appointment is confirmed by us in writing, by email, message, invoice, or other recorded communication. Any quotation is based on the information provided by you and may be adjusted if the actual condition, size, material, access, or level of soiling differs from the description initially supplied. We reserve the right to decline a booking if the property, fabric, or circumstances present a risk that cannot be managed safely or effectively.
When you place a booking for carpet cleaning services, you confirm that you are authorised to do so and that any relevant owners, landlords, tenants, managing agents, or occupiers have given permission for the work. You must ensure that the area to be cleaned is reasonably accessible and that any items requiring removal, protection, or special handling are identified in advance. Unless otherwise agreed, the quotation assumes normal domestic or commercial access during standard working hours. Delays caused by restricted access, additional moving of furniture, or incomplete preparation may result in revised charges or rescheduling.
We may ask for photographs, floor measurements, fibre details, or further information before confirming an appointment. This helps us assess the suitability of the service and the cleaning method required. Certain materials, including delicate natural fibres, antique rugs, heavily worn carpets, or previously damaged upholstery, may require a different treatment or may not be suitable for standard cleaning. If we identify a risk to the item or to the quality of the result, we may recommend an alternative process, apply limitations, or withdraw from the booking before work begins.
By accepting a confirmed appointment, you agree to make available any necessary utilities, such as electricity and water, unless a different arrangement is expressly agreed. You are also responsible for advising us of any known hazards, including concealed damage, weak flooring, loose seams, mould, contamination, infestations, biohazards, or recent repairs. Failure to disclose relevant information may affect the outcome, the safety of the work, or the ability to complete the service. Any material increase in scope may be treated as an additional chargeable service.
Payments are due in accordance with the quotation, invoice, or booking confirmation issued for the job. Unless stated otherwise, payment is required on completion of the service, although we may request a deposit, part-payment, or advance payment for larger, repeat, commercial, or specially ordered jobs. Accepted payment methods will be confirmed at the time of booking. Any payment processing fees, bank charges, or third-party transaction costs are payable by you if they are expressly included in the quotation or arise from a failed or reversed payment.
All prices are quoted in pounds sterling and may be expressed as fixed prices, hourly rates, room-based rates, area-based rates, or estimates depending on the information available. An estimate is not a guaranteed final price where the actual work differs from the original description. If the scope changes after arrival, for example because additional rooms are added, stains are worse than described, or extra time is needed for pre-treatment, we may revise the charge before continuing. We will normally explain any change in price clearly before proceeding.
If payment is not made when due, we reserve the right to suspend further work, refuse future bookings, and recover reasonable costs incurred in pursuing the debt, including any lawful collection fees or interest permitted under UK law. You are responsible for ensuring that any payment card, bank transfer, or account used for the booking has sufficient funds and is authorised for the transaction. Where a payment is reversed, declined, charged back, or otherwise disputed without valid cause, we may treat this as a breach of contract and seek recovery of our losses.
Cancellations must be notified as soon as reasonably possible. If you cancel with sufficient notice, we may, at our discretion, offer a new appointment date or apply no fee. If a cancellation occurs close to the appointment time, or if we are unable to attend because access is not available, a cancellation charge may apply to recover lost time, travel, or preparation costs. The exact amount may depend on how much notice was given, whether materials were reserved, and whether staff were already allocated to the job.
If we need to cancel or rearrange due to illness, severe weather, equipment failure, safety concerns, or any other reason beyond our reasonable control, we will seek to offer an alternative date as soon as practicable. We will not be liable for indirect loss arising from a rescheduled visit, provided we act reasonably and keep you informed. Where a deposit has been taken for a service we are unable to provide, we will normally refund it or apply it to a new agreed appointment, unless costs have already been incurred that are non-recoverable.
Where access is prevented on the day of the appointment, or the site is not in a condition that allows safe work to begin, we may treat this as a late cancellation or wasted visit. Examples include no one being present where attendance is required, blocked access, failure to move agreed items, or unsuitable conditions such as active leaks, excessive wetness, electrical hazards, or dangerous debris. In these circumstances, our standard cancellation or call-out charge may apply. We may also refuse to continue where doing so would place staff, property, or equipment at unreasonable risk.
Liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by law. We will use reasonable care and skill in providing the service, but some outcomes depend on the age, condition, construction, and history of the item being cleaned. Pre-existing wear, fading, shrinkage, colour loss, water marking, hidden stains, pile distortion, or dye instability may become more visible after cleaning and are not necessarily evidence of faulty workmanship. Normal variation in drying time, finish, or appearance may occur.
We cannot guarantee the removal of every stain, odour, mark, or residue. Some contaminants are permanent, may be set by previous cleaning attempts, or may be chemically altered by heat, sunlight, age, or prior treatment. If a stain is likely to respond poorly or is at risk of spreading, we may advise against aggressive treatment. You accept that certain results depend on the nature of the fibre and contamination, and that a best-efforts approach may be more appropriate than a guaranteed outcome for some items.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for any claim arising from a particular booking will not exceed the amount paid or payable for that specific service, except where a higher amount is required by law. We will not be responsible for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss.
Customers are responsible for removing or securing valuables, fragile items, ornaments, documents, and other objects that could be damaged during cleaning or moving. Where furniture is moved as part of the service, it may only be moved if it is reasonably safe to do so and if the item is of a type that can be handled without undue risk. We do not accept responsibility for hidden structural weakness, pre-existing damage, or items that are improperly assembled. Any special instructions about floors, finishes, or furnishings should be provided in advance and confirmed before work begins.
We may use specialist cleaning products, pre-sprays, spot treatments, and extraction methods selected for the job. Although we take care to use products appropriate to the surface being treated, some fabrics or carpets may react unpredictably. You should inform us of any allergies, sensitivities, or restrictions relating to cleaning chemicals before the appointment. Where requested and where reasonably possible, we will try to accommodate product preferences, but we cannot guarantee the performance of a chosen alternative if it is unsuitable for the material or the level of soiling.
Waste regulations apply to the handling and disposal of waste arising from cleaning services. We will manage wastewater, dirty residues, used materials, and removed waste in a manner consistent with applicable environmental and waste-handling requirements. You must not ask us to dispose of household, commercial, hazardous, clinical, or offensive waste unless this has been expressly agreed and is lawful for us to handle. Any waste created by the job remains subject to the relevant disposal rules and may require separation, containment, or specialist removal.
Where waste or contaminated material is found during the service, we may suspend the work if handling it would create a legal or safety issue. We are not obliged to transport or dispose of items that are outside the agreed scope, prohibited by law, or unsuitable for our disposal arrangements. If additional waste handling is required, this may incur an extra charge. You remain responsible for ensuring that the premises comply with any landlord, leasehold, building management, or regulatory obligations relating to waste storage, drainage, and environmental protection.
You also agree not to knowingly present contaminated surfaces, infested areas, or hazardous substances for routine cleaning unless they have been disclosed and the work has been specifically agreed as suitable. If we discover circumstances suggesting asbestos, biological contamination, oil, solvent residue, or other regulated matter, we may stop work immediately and advise that a specialist contractor is required. We are not responsible for sampling, certification, or remediation work outside the normal cleaning service. Our decision on safety and suitability will be final where immediate risk is present.
Governing law and jurisdiction for these terms are those of England and Wales unless we have expressly agreed otherwise in writing. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy on one occasion does not prevent us from enforcing that right later. These terms, together with the confirmed booking details and quotation, form the entire agreement between the parties for the relevant service.
Nothing in these terms affects your statutory rights as a consumer where applicable. If you are booking on behalf of a business, you confirm that you have authority to enter into the agreement and that the service is being acquired for business purposes where stated. Any dispute should first be raised promptly so that the matter can be reviewed in a practical and proportionate way. We may, where appropriate, offer a re-clean, partial adjustment, or other reasonable remedy, but any such measure is discretionary and depends on the facts of the job.
These terms are intended to support clear expectations for carpet cleaners, customers, and property managers alike. They cover the core matters that arise in the provision of a carpet cleaning service, including how bookings are accepted, how payment is handled, when cancellations may be charged, how liability is managed, and how waste obligations are observed. By keeping the agreement straightforward and balanced, we aim to make the service reliable, compliant, and professionally managed from start to finish.
