Terms and Conditions – CleanFlow Services Limited

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1. Introduction
These Terms and Conditions outline the agreement between CleanFlow Services Limited ("we," "us," "our") and the customer ("you," "your") for carpet, rug, and upholstery cleaning services. By booking a service, you agree to these terms.

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2. Services Provided
We provide professional carpet, rug, and upholstery cleaning services across North West Kent and East London. Our services include but are not limited to:

• Carpet cleaning

• Rug cleaning

• Upholstery cleaning (sofas, chairs, mattresses)

• Stain and odor removal

• Pet-safe and eco-friendly cleaning

While we strive to achieve the best possible results, some stains, odors, or damage may not be completely removed due to the material, age, or previous treatments applied.

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3. Bookings & Payments

• All bookings must be confirmed via phone, email, or online booking system.

• A minimum call-out fee of £50 applies to all jobs.

• Full payment is due upon completion of the service unless otherwise agreed in writing.

• We accept cash, card payments, and bank transfers.

• Late payments beyond 7 days may incur a 10% late fee per week.

 

4. Cancellations & Refunds

• You may cancel or reschedule a booking up to 24 hours before the appointment without a charge.

• Cancellations within 24 hours of the booking will incur a £25 cancellation fee.

• Refunds will only be issued if the service was not completed due to our error.

• No refunds will be given for dissatisfaction with results if the expected outcome was communicated before the job (e.g., permanent stains that cannot be removed).

 

5. Customer Responsibilities

• You must provide clear access to the cleaning area, including moving furniture where necessary.

• If there are specific areas of concern (stains, odors, sensitive materials), you must notify us before the service begins.

• We are not responsible for damage caused by pre-existing issues, such as loose carpet fibers, weak seams, or previous chemical treatments.

 

6. Liability & Limitations
We take every precaution to provide a high-quality service, but we cannot be held responsible for:

• Pre-existing damage to carpets, rugs, or upholstery.

• Shrinkage, color fading, or texture changes due to previous cleaning treatments or manufacturing defects.

• Damage to furniture or personal belongings that were not moved before cleaning.

• Water damage if carpets are walked on before they have fully dried.

• Electrical issues caused by damp carpets near exposed wiring.

If accidental damage occurs due to our negligence, our liability is limited to the cost of the service provided, and we may offer a repair or compensation at our discretion.

 

7. Stain Treatment & Guarantees

• While we use professional stain removal products, some stains may be permanent and cannot be fully removed.

• We do not guarantee the complete removal of red wine, ink, pet urine, or deep-set stains.

• If a stain reappears within 48 hours, we may provide a one-time free re-treatment, at our discretion.

 

8. Health & Safety

• We use pet-safe and child-friendly cleaning solutions, but you must notify us of any allergies or sensitivities before the service.

• Customers and pets should avoid walking on freshly cleaned carpets until fully dry.

• Our technicians follow health and safety protocols, but we are not liable for slip hazards or injuries resulting from wet floors.

 

9. Force Majeure
We are not responsible for delays or cancellations due to events beyond our control, including severe weather, power outages, or equipment failure.

 

10. Complaints & Dispute Resolution

• If you are unsatisfied with the service, you must notify us within 48 hours.

• We will attempt to resolve complaints through a re-clean, discount, or other appropriate measures.

• Any disputes that cannot be resolved directly may be handled through mediation or small claims court.

 

11. Changes to These Terms
We reserve the right to update these Terms and Conditions at any time. The latest version will be available on our website.