Contract 
The present Terms & Conditions are a contract between you, the Customer, and us, Crystal Clean Services. Agreeing a quotation and booking our services in a mutually approved appointment, constitutes as an acceptance of the agreement.  
 

Pricing 
We reserve the right to amend the initial quotation provided by our representative, should the size and condition be different to the national average, or if the Customer’s originally stated requirements change. We will always ensure you are aware of the price before we begin any work.  
 

Access 
We always endeavour to arrive promptly at a clearly stated and agreed time for all booked appointments. However, any issues regarding transportation problems, road conditions, adverse weather, illness, breakdown of our equipment or vehicles, are beyond our Operative’s control and may sometimes result in delays or having to re-schedule appointments. We will contact you as soon as is safely and physically possible to keep you informed. Crystal Clean Services will not be liable under any circumstances for any loss, damage, delay, additional costs or compensation charge (whether direct, indirect or consequential) suffered or incurred by the Customer arising from or in any way connected to the late or postponed arrival of an Operative at the Client’s address.   
 
Without access to running water and electricity, whether by mains or meters, we will not be able to carry out the service and you will be charged the basic call out fee of £90. When we return to carry out the clean you will be charged the original quote in full.  
 

Payment 
Payment is due on the day the service is carried out. We will provide bank details for online banking or payment can be made by cash. 
 
 

Cancellations 
If you need to cancel your appointment this must be done 48 hours before, otherwise 50% of the agreed amount will be charged. On the day, if you fail to provide us access to the site of work, and so prevent us from carrying out the work previously contracted for, you will also be charged half the quoted price.  
 
We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health, safety and well-being of our operatives or if the condition of items is too bad.  
 
All bookings where additional and specialist materials are needed will require a deposit to be taken when an appointment is agreed, to cover the cost of materials. These have a short shelf life and so will have been purchased specifically for your appointment.  

 
 

Supplementary Provisions 
Any estimate we provide in relation to time required for the cleaning Operative to complete the job required is an estimate based on the average time it takes to clean areas of a similar size and so there is a degree of flexibility needed.  
 
Operatives will provide guidance on how long it will take the cleaned areas to be usable after cleaning, but they are an estimate and so require a degree of flexibility. We are not responsible for any slow drying times or odours arising when it is due to factors such as lack of ventilation and appropriate heating.  
 

Complaints and Claims 
If you have any complaints, you have 24 hours from the booked appointment to get in touch with us. We will ask for these to be sent in writing, with images where possible. Failure to do so within this timeframe will dis-entitle your claim.  
 
We will fully investigate any complaint and attempt to resolve it to the best of our ability. 
 

Insurance 
We hold full Public and Employers Liability Insurance which covers claims caused by the Owner and those employed by us.  
 

Liability & Qualification 
Carpets and upholstery often will not have a consistent appearance after cleaning due to wear and tear, UV damage, pile reversal, stains, dye transfer or burns. Often these cannot be seen until all visible dirt has been removed. We will always use our best efforts to provide a good result, but there are limitations which are common to all in the industry.  
 
Any household items or furniture moved by our Operatives is at the client’s risk. Insurance will not allow us to move anything electrical. We will not be responsible for any damage caused due to furniture being put on carpet that hasn’t fully dried. We will provide best practice for you to follow after the cleaning takes place, but it is your responsibility to follow that best practice.  
 
We are also an active member of the NCCA (National Carpet Cleaners Association). This ensures the promise to customers that we hold recognised qualifications, our fully insured for our work and can provide the highest standards of service and professionalism within the industry. 

Members are required to abide by the Association’s Code of Practice, which covers such specifics as fair pricing, service, complaints procedures, liability and consumer protection, and is designed to always ensure customer satisfaction.  
 
We are professionally Trained and Solutions Certified including a qualification in PAS 86 – the only Government recognised British Standard for professional cleaning. This gives us the technical expertise as well as the theoretical knowledge in fibre identification, cleaning chemistry with pH explanation, awareness and identification for fibres and chemicals. It ensures our Operatives understand the chemistry and the physics of carpet, upholstery cleaning and stain removal to the highest standards of the UK.  

 
We are also registered with the IICRC - the Institute of Inspection Cleaning and Restoration Certification. Which works to establish and advance globally recognized standards, credentials, and certifications for the inspection, cleaning, and restoration industries. 
 

 

Accessibility 
 
We will always work with you to ensure yours and our Operatives happiness and safety. If you have needs or concerns, please make us aware when booking.   
 
Please notify us about access to property highlighting; parking availability and permits required, off street steps, flats without lifts etc. The most information is helpful so we can be prepared and plan ahead, without this knowledge and time to prepare we may not be able to carry out the clean.