Last Updated: 26 September 2026 at 20:52 | Effective From: 26 September 2026 at 20:52
Where the booking is made through our online booking or consent process, the customer may also be required to confirm acceptance of these Terms & Conditions and, where applicable, request that the service begins during the statutory 14-day cancellation period.
1.1 Quotations are based on the information provided by the customer and our reasonable understanding of the property's size, condition, access and requirements.
1.2 A booking is confirmed when the customer accepts the quotation and an appointment is agreed.
1.3 The quotation covers only the services, rooms, appliances, carpets and other items specifically stated or agreed.
1.4 Additional rooms, appliances, bathrooms, toilets, carpets or other work outside the agreed scope will be discussed with the customer and agreed before chargeable additional work is carried out.
1.5 Incidental work reasonably necessary to complete an agreed service may be carried out without an additional charge where it falls within the agreed scope.
1.6 We may need to revise the quotation if information provided by the customer is materially incomplete or inaccurate, or if the actual condition, size or requirements substantially differ from those described.
2.1 Services will be carried out with reasonable care and skill.
2.2 Nothing in these Terms & Conditions removes or restricts statutory consumer rights.
2.3 Any rights or remedies that cannot legally be excluded or limited remain fully applicable.
3.1 Payment for cleaning services is normally due after completion, usually within 24 hours unless otherwise agreed.
3.2 We do not normally require a deposit for cleaning services.
3.3 Payment may be made using the payment methods stated on the invoice or otherwise agreed.
3.4 Where an invoice was initially issued as unpaid and payment is subsequently received, the invoice may be updated or reissued showing its status as Paid. If you would like an updated invoice showing paid status, please contact us at [email protected] and we will provide one.
3.5 The customer remains responsible for the agreed price and any additional work that was agreed before being carried out.
3A.1 Payment for cleaning services is due as follows:
3A.2 For bookings where the customer will not be present for the full duration of the service, we will offer the customer the choice of providing a valid correspondence address (where different from the cleaning property address) for our records, invoicing and payment-related correspondence.
3A.3 Where the customer chooses not to provide a correspondence address, payment in full will be required on arrival at the property, before the cleaning service begins, subject to this arrangement being agreed in writing before the service.
3A.4 Accepted payment methods: Bank Transfer, Card or Cash.
3A.5 The customer is responsible for providing accurate and current contact and correspondence details. Any correspondence address provided must be a valid address where the customer can be contacted regarding the booking, invoice or payment.
3A.6 If payment is not made when required under Section 3A.3, we reserve the right to decline to carry out the service. In such cases, no cancellation fee will be charged, but any pre-agreed travel or access costs may still apply.
3A.7 Where the customer will not be present for the full duration of the service, the customer may choose either:
The customer's chosen payment arrangement will be recorded as part of the booking.
3A.8 Where the customer indicated at booking that they would be present for the full duration of the service, but subsequently leaves the property before the service is completed, the following will apply:
Where the customer leaves the property mid-service without providing a correspondence address and without paying, we reserve the right to pause or stop work until payment arrangements are agreed.
3A.9 Where the customer is moving out of the property (for example, in connection with end-of-tenancy cleaning), the correspondence address provided should be the address the customer is moving to, so that invoices and payment-related correspondence can reach them after the service address is vacated.
Where the customer will remain at the service address after the service, the service address itself may be used as the correspondence address.
If a valid forwarding or correspondence address is not provided, payment in full may be required on arrival at the property, before the cleaning service begins, as set out in Section 3A.3.
4.1 Customers may cancel a cleaning booking at any time. We do not charge a cancellation fee for cleaning bookings.
4.2 We kindly ask customers to let us know as soon as possible and, where reasonably possible, at least 24 hours before the scheduled appointment, so that we can offer the appointment to another customer.
4.3 The 24-hour notice requested above is a request to help us manage appointments and is not a cancellation charge or penalty.
4.4 Repeated cancellations or rescheduling at very short notice may affect our ability to offer future appointment times.
4.5 Rescheduled appointments are subject to availability.
4A.1 Where you enter into a contract with us by telephone, email, WhatsApp, text message, our website or another form of distance communication, or away from our business premises, you may have a statutory right to cancel that contract within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
4A.2 For a service contract, the 14-day cancellation period normally begins on the day the contract is entered into and ends 14 days later, subject to the applicable legislation.
4A.3 You do not need to give a reason to cancel under this statutory right.
4A.4 If you ask us to begin providing the service during the 14-day cancellation period — for example, by booking an appointment that falls within that period — you must expressly request that the service begins before the cancellation period ends.
4A.5 Our booking or consent process may ask you to confirm that you expressly request us to begin the service during the statutory 14-day cancellation period and that you understand that you will lose your statutory right to cancel once the service has been fully performed.
4A.6 Where the service has been started during the cancellation period following the customer's express request, but the service has not been fully performed, the customer may still exercise the statutory right to cancel. Where permitted by law, the customer may be required to pay a proportionate amount for the service supplied up to the time of cancellation.
4A.7 Where the service has been fully performed during the cancellation period following the customer's express request and acknowledgement that the right to cancel would be lost once the service was fully performed, the statutory right to cancel is no longer available once the service has been fully performed.
4A.8 To exercise your statutory right to cancel, please contact us by email or telephone with a clear statement that you wish to cancel your contract:
Email: [email protected] or [email protected]
Telephone: 07460 862580
A simple email stating that you wish to cancel is sufficient. You do not need to complete any form.
If you prefer, you may copy and paste the model cancellation form below into an email and send it to us.
4A.9 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
4A.10 Where the consumer has not lost the statutory right to cancel under Section 4A.7, and the consumer cancels a contract under this statutory right, we will reimburse any payments received from you without undue delay and in accordance with the applicable legal requirements.
4A.11 If you requested that we begin providing the service during the cancellation period and we have already performed part of the service, we may deduct from any refund a proportionate amount for the service already provided, where permitted by law.
4A.12 Where the service has been fully performed at your express request and with your acknowledgement that you would lose the statutory right to cancel once the service was complete, you do not have the right to cancel under this section once the service has been fully performed, and no refund is due under that statutory cancellation right.
4A.13 This does not affect any other statutory rights you may have, including rights relating to faulty or unsatisfactory services.
4A.14 Where a booking is made during the 14-day cancellation period, our booking or consent process may ask the customer to expressly confirm that:
4A.15 The customer's confirmation may be recorded electronically as part of the booking and contractual records.
4A.16 Where required, the booking confirmation or other contractual confirmation provided to the customer may also record that the customer requested the service to begin during the cancellation period and acknowledged the relevant consequence of full performance.
(Complete and return this form only if you wish to cancel the contract. You are not required to use this form — a simple email stating that you wish to cancel is sufficient.)
To:
West Sussex Cleaning Specialists
IDCSTR Services – Sole Trader
5 Breydon Walk
Crawley
West Sussex
RH10 6RE
Email: [email protected] or [email protected]
I/We hereby give notice that I/We cancel my/our contract for the following service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
5.1 We may need to cancel or reschedule a booking because of illness, emergency, severe weather, unsafe conditions, access problems, team circumstances or circumstances that make the service genuinely impossible or impractical to carry out.
5.2 Where reasonably possible, we will notify the customer as soon as possible.
5.3 If payment has been made in advance for services that we do not provide, any refund will be handled as required by law.
5.4 We will not deliberately cancel bookings without reasonable cause.
6.1 A deposit may be requested for painting services, particularly where materials need to be purchased in advance.
6.2 Any required deposit and its purpose will be explained before payment.
6.3 A painting deposit is not automatically forfeited simply because a booking is cancelled.
6.4 Where legally permitted, we may retain or recover reasonable actual costs for materials purchased specifically for the customer's job, work already carried out and legitimate direct losses arising from the cancellation.
6.5 Any remaining balance is payable according to the quotation or invoice.
7.1 Customers must provide safe and reasonable access to the property and the areas included in the service.
7.2 Where required, the customer must provide running water, electricity, keys, access codes and access to the relevant rooms.
7.3 Customers should disclose known hazards, fragile surfaces, specialist materials, restrictions or other circumstances that may affect the service.
7.4 If reasonable access cannot be provided, the service may be delayed, partially completed or rescheduled.
8.1 Cleaning results depend on the condition, age, material and previous treatment of surfaces and items.
8.2 We will make reasonable efforts to remove visible dirt, dust, residue and pet hair from accessible areas included within the agreed service.
8.3 Pet hair may become deeply embedded in carpets, rugs, upholstery, furniture, skirting boards, woodwork, corners, edges, gaps, joints and fabrics.
8.4 Excessive or deeply embedded pet hair may not be completely removable during one cleaning visit.
8.5 Pet hair or particles may become displaced or become visible again after cleaning because of ventilation, air movement, heating, people walking through the property, movement of furniture or normal activity.
8.6 Complete removal of every individual pet hair or particle cannot be guaranteed.
8.7 Cleaning services are not restoration, repair or replacement services.
9.1 Cleaning, descaling, limescale removal, stain treatment, scrubbing or similar processes may remove dirt, deposits or residue that was covering or disguising an existing defect.
9.2 Cleaning may reveal scratches, scuffs, discolouration, cracks, chips, worn finishes, damaged surfaces, previous repairs or other defects that were not clearly visible before cleaning.
9.3 The discovery or increased visibility of a pre-existing condition after cleaning does not by itself mean that the cleaning caused the damage.
9.4 Removal of limescale or mineral deposits from taps, shower screens, tiles, glass and sanitaryware may reveal pre-existing scratches, etching, staining, deterioration or surface damage that was previously obscured.
10.1 End-of-tenancy cleaning is intended to clean the agreed areas and, where applicable, the cleaning requirements or inventory supplied by the customer.
10.2 Vacant and unfurnished properties are preferred.
10.3 Cupboards, drawers and storage areas should be empty where internal cleaning is included.
10.4 Personal belongings, rubbish and unwanted items should be removed unless removal has been specifically agreed as an additional service.
10.5 We do not guarantee that a landlord, letting agent or inventory clerk will accept the property as meeting their requirements or return the customer's tenancy deposit.
10.6 We are not responsible for decisions made by landlords, letting agents, inventory companies or deposit schemes.
10.7 Where possible, occupied end-of-tenancy properties should be inspected by the customer at completion.
10.8 Where the customer is moving out of the property, a correspondence address for the new property should be provided so that invoices and payment-related correspondence can reach the customer after the service address is vacated. This applies whether or not the customer intends to be present during the cleaning service.
Where a free re-clean guarantee is expressly included with the service, it applies only to eligible cleaning issues relating to the original agreed scope of work.
This section applies to ordinary cleaning services, such as house cleaning and other occupied or routine cleaning. A separate 7-day free re-clean guarantee applies to vacant end-of-tenancy cleaning under Section 11.3.
For purposes of any voluntary free re-clean guarantee, where the customer is present at or living in the property during or after the cleaning, the customer should inspect the relevant areas at or shortly after completion and report any specific cleaning issue before the cleaning team leaves, where reasonably possible. The voluntary free re-clean guarantee does not normally apply to issues that could reasonably have been identified and addressed during the final inspection at completion.
Where an issue could not reasonably have been identified during the final inspection, it should normally be reported within 48 hours of completion, unless a different period is expressly stated in the quotation or otherwise agreed in writing.
This section sets out a condition of our voluntary free re-clean guarantee only. It does not restrict, exclude or replace your statutory rights. Services must be carried out with reasonable care and skill, and nothing in this section affects any remedy available to you under applicable law.
For vacant end-of-tenancy properties, we provide a voluntary 7-day free re-clean guarantee for specific cleaning tasks included in the agreed quotation or cleaning checklist.
The guarantee is intended to provide reasonable peace of mind and to give us an opportunity to address a specific cleaning task that may have been genuinely missed during the original service. It may also assist where a customer or agent identifies a specific cleaning issue following an end-of-tenancy inspection.
The guarantee is not a deposit-back guarantee and does not guarantee that a landlord, letting agent or deposit scheme will accept the condition of the property or return the customer's tenancy deposit.
We may request photographs, details or other reasonable information to assess the reported issue before arranging a return visit.
We will make reasonable efforts to remove visible pet hair from areas included in the cleaning service. However, excessive or deeply embedded pet hair may not be completely removable in a single visit. Pet hair may remain within carpets, rugs, upholstery, fabrics, skirting boards, corners, edges, gaps or other difficult-to-access areas and may become displaced or visible again after cleaning due to ventilation, air movement, heating, walking, furniture movement or normal use of the property.
The presence of additional or newly visible pet hair after completion does not automatically mean that a cleaning task was missed or that the property qualifies for a free re-clean. Where reasonable cleaning efforts have been made, the guarantee does not require complete removal of every individual item of pet hair.
Small particles, dust, fibres or debris may also settle between carpet fibres or become visible after vacuuming. For the avoidance of doubt, the limitations in Section 11.4 (Minor Particles and Debris) apply equally to pet hair and other small particles.
The guarantee does not guarantee the complete removal of every stain, mark, odour, item of pet hair, defect, contamination or pre-existing condition.
On the day of the cleaning, we will make reasonable efforts to clean carpets using appropriate professional vacuuming equipment and methods, with the aim of removing as much visible dust, hair and loose debris as reasonably possible from accessible carpeted areas.
Where appropriate, we may take photographs of the completed cleaning as part of our normal service records and quality-control process. Such photographs may record the condition of the property and relevant areas at or shortly after completion of the cleaning.
The 7-day re-clean guarantee does not guarantee that the property will remain completely free from individual dust particles, fibres, hairs, crumbs or other very small items of debris after the cleaning has been completed. Such particles or debris may settle, become displaced or become visible again after cleaning as a result of normal air movement, ventilation, heating, movement within the property or other ordinary environmental conditions, even where the property has not been intentionally used.
A return visit will not normally be required solely for an isolated, barely visible or insignificant particle or item of debris where the surrounding area has otherwise been cleaned to the agreed standard.
In relation to carpets, standard vacuuming may not remove every individual or microscopic particle, fibre, hair or item of debris, particularly where such material is embedded within or trapped between carpet fibres or is not reasonably removable through normal vacuuming. Small particles or dust may also settle between carpet fibres or become visible after vacuuming.
The guarantee does not extend to particles or debris that remain despite reasonable and appropriate vacuuming, or that subsequently settle or become visible after the original cleaning.
Where reasonably necessary to assess a complaint, we may request photographs or other reasonable details identifying the specific area, item or cleaning task concerned.
Where photographs were taken as part of our service records, these may also be considered when assessing the condition of the property or relevant area at or shortly after completion.
For the 7-day end-of-tenancy guarantee, the property should generally remain vacant and substantially unchanged after completion.
Where the property has been accessed or used after completion, this may be taken into account when assessing whether a reported issue was present at the time the cleaning was completed or arose afterwards.
Access or use of the property after completion does not automatically invalidate the guarantee. However, where subsequent access or use has materially affected the condition of the relevant area, this may affect whether the reported issue can reasonably be treated as an issue with the original cleaning.
We must be given a reasonable opportunity to inspect and correct an eligible cleaning issue before the customer arranges for another cleaner to carry out the same work.
Any request for a re-clean should identify the specific area, item or cleaning task considered to have been missed or not completed to the agreed standard.
Where reasonably possible, the customer should provide photographs or other relevant details so that the reported issue can be assessed before arranging a return visit.
The 7-day re-clean guarantee applies only to the cleaning services, areas, rooms, appliances and items included in the original booking and agreed scope of work.
It does not include additional cleaning tasks, services, areas, rooms, appliances or items that were not included in the original booking or quotation.
The free re-clean guarantee is not a deposit-back guarantee and does not guarantee that any landlord, letting agent or deposit scheme will return the customer's tenancy deposit.
Where a genuine cleaning issue is identified under the guarantee, any re-clean will be limited to the specific affected area, item or cleaning task reasonably necessary to address the reported issue.
The guarantee does not provide for a complete re-clean of the property where only specific areas or items require attention.
Where an eligible issue is reported, the customer should give us a reasonable opportunity to return and address it before instructing another cleaning company to carry out the same work.
Where we are willing and reasonably able to correct an eligible issue within a reasonable time and without significant inconvenience to the customer, arranging third-party cleaning without first giving us that opportunity does not automatically create an entitlement to a refund or reimbursement of third-party cleaning costs.
Nothing in this clause restricts or excludes any remedy that may be available to the customer under applicable law.
Nothing in this 7-day re-clean guarantee is intended to exclude or restrict any statutory rights or remedies available to consumers under applicable law.
We are committed to resolving any genuine cleaning issue within the original agreed scope.
When No Charge Applies: If we identify that we failed to complete a cleaning task included in the original agreed scope with reasonable care and skill, we will return to correct the issue at no charge to you, subject to your statutory rights.
When a Charge May Apply: Where we are asked to return to a property following a reported cleaning issue and, following a reasonable assessment, determine that the reported condition is permanent, pre-existing, or falls outside the original agreed scope, it will not qualify for a free re-clean.
If you request a further visit to assess, demonstrate, or attempt to address such a condition, a reasonable charge for the additional travel, time and work may apply. Any such charge will be explained to you and agreed before the visit takes place.
This clause does not affect your statutory rights or any obligation on us to provide the service with reasonable care and skill.
The free re-clean guarantee does not cover:
12.1 The guarantee does not provide restoration or repair of damaged surfaces or permanent stains.
12.2 Specialist restoration, repair, treatment or replacement is outside the normal guarantee unless specifically agreed.
12.3 The guarantee is limited to the original agreed scope of work and does not extend to additional tasks, areas, rooms, appliances or items that were not included in the original booking or quotation (see Section 11.9).
12.4 Nothing in this Section 12 excludes or restricts any statutory rights or remedies available to consumers under applicable law (see Section 11.13).
13.1 Ordinary cleaning does not guarantee complete removal of mould, mildew, biological contamination or damage caused by damp.
13.2 Mould may return where underlying moisture, ventilation or structural problems remain.
13.3 Limescale and mineral deposits may permanently damage glass, taps, tiles and sanitaryware.
13.4 Removing limescale cannot restore a surface that has already been etched, scratched, stained or permanently damaged.
13.5 Biological contamination, pet urine and specialist contamination may require additional or specialist treatment.
14.1 Appliance cleaning is limited to what can reasonably be achieved without dismantling, repairing or modifying the appliance.
14.2 Appliances are not normally dismantled.
14.3 We are not responsible for pre-existing appliance faults, deterioration, damaged seals or components.
14.4 Oven cleaning does not guarantee removal of permanent burn marks, damaged enamel, baked-on carbon that cannot safely be removed, corrosion or permanent deterioration.
14.5 Customers should disclose known appliance faults or damage before cleaning.
15.1 Additional rooms, bathrooms, toilets, appliances, carpets or other areas outside the quotation may incur additional charges.
15.2 Additional chargeable work will be discussed and agreed before being carried out.
15.3 If the actual condition is substantially heavier than described by the customer, the price or scope may need to be revised before additional work is undertaken.
15.4 We will not deliberately apply unexpected charges without discussing the reason with the customer.
16.1 Customers should remove personal belongings, rubbish and unwanted items before cleaning.
16.2 Furniture should be removed where the customer requires cleaning underneath or behind it.
16.3 Cupboards, drawers and storage areas should be empty where internal cleaning is included.
16.4 Fridges, freezers and other appliances should be emptied where internal cleaning is requested.
16.5 Customers should provide adequate access and notify us of special requirements.
16.6 Furniture, belongings or rubbish blocking access may prevent full cleaning of the affected area.
17.1 Professional carpet cleaning is a separate service unless expressly included in the quotation.
17.2 We use a Rug Doctor hot water extraction machine together with appropriate carpet-cleaning detergent. The method is designed to extract dirt and cleaning solution from carpet fibres, but results depend on the carpet and the type and extent of contamination.
17.3 Carpet cleaning is intended to improve cleanliness and appearance. It is not a guaranteed stain-removal, odour-removal, disinfection, deodorisation, restoration or repair service.
17.4 We will make reasonable efforts to treat visible stains and marks where appropriate for the carpet material and condition.
17.5 We do not guarantee complete removal of every stain, mark or discolouration.
17.6 Some stains or discolouration may be permanent and may result from, for example:
17.7 Where a stain has permanently altered the colour or structure of the carpet fibres, cleaning cannot restore the carpet to its original condition.
17.8 Customers must disclose, where known, any history of pets, significant pet hair, pet urine, repeated accidents, strong pet odours or other animal contamination before carpet cleaning.
17.9 Pet hair can become deeply embedded within carpet fibres, backing, edges, corners and areas underneath or behind furniture.
17.10 We will make reasonable efforts to remove visible and accessible pet hair during the agreed service. However, excessive or deeply embedded pet hair cannot be guaranteed to be completely removed during one cleaning visit.
17.11 Pet hair may also become displaced or become visible again after cleaning due to ventilation, air movement, heating, walking, furniture movement or normal use of the property.
17.12 The appearance of additional or previously hidden pet hair after completion does not automatically mean that the carpet cleaning was unsuccessful or that a cleaning task was missed.
17.13 Pet urine and other animal contamination may penetrate beyond the visible carpet fibres into the carpet backing, underlay or subfloor.
17.14 Hot water extraction of the visible carpet surface cannot guarantee complete removal of contamination or odour that has penetrated below the carpet fibres or into the underlay/subfloor.
17.15 Persistent pet urine odour may remain after carpet cleaning where contamination has penetrated deeply or where the underlying source cannot be accessed or treated.
17.16 Where severe pet urine contamination or persistent odour is present, specialist odour treatment, underlay replacement, subfloor treatment or other specialist restoration may be required. Such work is outside normal carpet cleaning unless expressly agreed.
17.17 A customer requesting carpet cleaning primarily to remove a strong or persistent pet odour acknowledges that ordinary hot water extraction does not guarantee complete odour removal.
17.18 Carpet fibres and backing materials can react differently to moisture, heat and cleaning products.
17.19 Depending on the carpet, its construction, age, condition and previous treatment, cleaning may potentially result in or reveal:
17.20 We will use reasonable care and appropriate cleaning methods based on the information available to us.
17.21 We cannot guarantee that every carpet is suitable for hot water extraction where the carpet's construction, condition, age, previous treatment or instability creates a risk.
17.22 Customers should disclose known information about delicate, unstable, damaged, antique, hand-made, natural-fibre or previously treated carpets before cleaning.
17.23 Where a carpet appears unsuitable for the requested cleaning method or there is a reasonable risk of damage, we may recommend an alternative method or decline to proceed.
17.24 Customers should disclose previous carpet-cleaning treatments, stain removers, detergents, chemicals or other products that have been applied to the carpet where known.
17.25 Previous chemical treatments may affect how the carpet reacts to further cleaning and may contribute to colour change, residue, staining, bleeding or other reactions.
17.26 We cannot be responsible for adverse reactions caused by unidentified or previously applied chemicals or treatments that were not disclosed to us.
17.27 Furniture should be moved by the customer before cleaning where the customer requires the carpet underneath or behind the furniture to be cleaned.
17.28 Furniture movement is not included unless specifically agreed.
17.29 Areas underneath heavy furniture, fixed furniture, fitted units, beds, wardrobes or other inaccessible items may not be cleaned.
17.30 We cannot guarantee identical results in areas that were inaccessible or could not safely be reached.
17.31 Hot water extraction introduces moisture into the carpet and adequate drying time and ventilation are required.
17.32 Customers should provide reasonable ventilation and follow any drying or aftercare instructions provided.
17.33 Customers should avoid unnecessary foot traffic on damp carpet until it is reasonably dry.
17.34 Drying time can vary depending on carpet type, weather, indoor temperature, ventilation, humidity, carpet thickness and the amount of moisture retained.
17.35 Where carpets remain damp for an extended period because of poor ventilation, excessive humidity, low temperature or other conditions outside our reasonable control, we cannot guarantee a particular drying time.
17.36 Cleaning may reveal pre-existing damage, wear, discolouration, fibre deterioration, burns, stains, marks, previous repairs or other conditions that were not clearly visible before cleaning.
17.37 The fact that a defect becomes more visible after cleaning does not automatically mean that the cleaning caused the defect.
17.38 We are not responsible for pre-existing carpet damage, normal wear and tear, hidden defects or deterioration that could not reasonably have been identified before the service.
17.39 Professional carpet cleaning is not carpet repair or restoration.
17.40 We do not guarantee restoration of carpets affected by permanent staining, burns, bleaching, dye damage, severe wear, pet urine contamination, mould, water damage, chemical damage, fibre deterioration or other permanent conditions.
17.41 Where a carpet requires specialist restoration, odour treatment, stain restoration, fibre repair, underlay replacement or subfloor treatment, these services are outside the normal carpet-cleaning service unless specifically agreed.
17.42 Any free re-clean guarantee expressly included in the quotation applies only to a specific cleaning task that was genuinely missed within the agreed scope.
17.43 The guarantee does not mean that every stain, mark, odour, pet hair, pet urine contamination, discolouration, fibre defect or pre-existing condition will be removed.
17.44 Persistent stains, permanent discolouration, embedded pet hair, pet urine contamination, persistent odours and pre-existing carpet damage are subject to the limitations in this Section 17.
17.45 Where reasonable efforts have already been made during the original carpet-cleaning service, the re-clean guarantee does not require complete removal of permanent stains, contamination, odours or deeply embedded pet hair.
17.46 Customers must provide a reasonable opportunity for us to inspect and address an eligible cleaning issue before arranging for another carpet-cleaning company to carry out the same work.
18.1 Painting services may include complete rooms, walls, ceilings, woodwork, doors and frames where specifically agreed.
18.2 Minor holes may be filled where this is included in the quotation.
18.3 Extensive repairs, significant plaster repairs, structural repairs, wallpaper removal, mould treatment or substantial preparation are not included unless specifically agreed.
18.4 Customers are responsible for identifying surfaces requiring specialist preparation or treatment.
18.5 Colours, finishes and materials should be agreed before painting work begins.
18.6 Where the customer supplies paint or other materials, the customer is responsible for ensuring their suitability.
18.7 We are not responsible for problems caused by unsuitable, defective or incompatible customer-supplied materials.
19.1 Existing paint, coatings, adhesives and sealants may not be possible to remove completely without risking damage to the underlying surface.
19.2 We will use reasonable methods appropriate to the surface.
19.3 We may stop or limit paint/coating removal where continuing could cause damage.
19.4 Old, strongly adhered or deteriorated paint may remain where specialist restoration would be required or removal presents an unreasonable risk.
19.5 Fresh or recently applied coatings may be easier to remove, depending on the material and surface.
19.6 Detailed cleaning of sockets, switches, light fittings, handles and window frames is included only where specifically agreed.
20.1 Painting services will be carried out with reasonable care and skill.
20.2 Minor variations in texture, coverage and finish may occur depending on the existing surface, paint, lighting and materials.
20.3 Existing imperfections may remain where additional preparation or repair is required beyond the quoted scope.
20.4 We are not responsible for defects in existing surfaces that become visible after painting.
20.5 Special finishes or preparation requirements outside the agreed scope must be discussed before work begins.
21.1 We may refuse or stop work where there is a serious or unreasonable safety risk.
21.2 Examples may include dangerous electrical conditions, unsafe access, structural hazards, hazardous substances, aggressive animals or severe infestation.
21.3 Customers should disclose known hazards before the appointment.
21.4 Work will not be carried out where the safety risk is considered unacceptable.
22.1 Customers are responsible for reasonable parking and access arrangements.
22.2 Reasonable parking charges may be the customer's responsibility where they have been agreed or reasonably incurred in carrying out the service.
22.3 Customers should disclose controlled parking, permits, access restrictions, congestion charges or similar requirements before the appointment.
23.1 Keys, access codes and lockboxes will only be used as reasonably necessary to provide the service.
23.2 Customers are responsible for providing accurate access instructions.
23.3 Where instructed to secure the property after completion, we will make reasonable efforts to lock the property and follow the customer's instructions.
23.4 Where keys are returned by post, ordinary postal delivery risks apply.
23.5 Customers should not provide unnecessary security or access information.
23A.1 Customers are responsible for securing or removing valuable, irreplaceable, fragile or sensitive items before the service begins, where reasonably possible. This may include:
23A.2 Where reasonably possible, customers should store valuable or fragile items in a locked drawer, safe or other secure location before the service, and place delicate or breakable items away from areas where cleaning, moving around or painting work will take place.
23A.3 We will take reasonable care while working in the property. However, we cannot guarantee the safety of valuable items that are left accessible, unsecured or in the immediate working area.
23A.4 Customers should tell us before the appointment if there are any items requiring particular care, or areas that should not be cleaned, moved or entered.
23A.5 Customers should inspect the property after the service and report any concerns about items as soon as reasonably possible, so that the issue can be investigated promptly.
23A.6 This section does not exclude or limit any liability that cannot legally be excluded or limited. Where loss or damage is caused by our negligence or failure to exercise reasonable care and skill, we remain responsible in accordance with Section 24.
23A.7 We will never deliberately remove or take personal property belonging to a customer.
24.1 We are responsible for loss or damage caused by our negligence or failure to exercise reasonable care and skill, subject to applicable law.
24.2 We are not responsible for pre-existing damage, normal wear and tear, hidden defects or deterioration that could not reasonably have been identified before the service.
24.3 We are not responsible for problems arising solely from incorrect or incomplete customer instructions, unsuitable customer-supplied products or materials, defective surfaces or appliances, pre-existing damage, work outside the agreed scope or inaccessible areas, except where the problem is caused by our negligence or failure to exercise reasonable care and skill.
24.4 Nothing in this section excludes or limits liability for loss or damage caused by our negligence, failure to exercise reasonable care and skill, or any other liability that cannot legally be excluded or limited.
25.1 To the extent permitted by law, we are not responsible for indirect or unforeseeable losses that were not reasonably contemplated when the contract was formed.
25.2 Nothing in this section unlawfully limits any consumer right or liability that cannot legally be excluded.
26.1 West Sussex Cleaning Specialists maintains £5,000,000 public liability insurance appropriate to the services provided.
26.2 Having insurance does not mean that every loss, defect, pre-existing condition or claim is automatically covered.
26.3 Liability remains subject to these Terms & Conditions and applicable law.
27.1 Customers should contact us promptly if they have a concern about the service.
27.2 We will make reasonable efforts to understand, inspect and, where appropriate, correct an eligible issue.
27.3 Customers should identify the specific area, item or service concerned.
27.4 Any applicable guarantee period and conditions will apply.
27.5 Statutory consumer rights remain unaffected.
28.1 Customers should contact us promptly if they believe an invoice contains an error or does not reflect the agreed work.
28.2 Genuine payment disputes will be considered and dealt with in good faith.
28.3 Undisputed amounts remain payable.
28.4 Once payment is received, an invoice may be marked or reissued as Paid.
28.5 Customers may request an invoice showing paid status after payment, and we will provide one promptly on request.
West Sussex Cleaning Specialists
Trading Name of IDCSTR Services (Sole Trader)
VAT Status: Not VAT Registered
Business Address:
5 Breydon Walk
Crawley
West Sussex
RH10 6RE
Phone: 07460 862580
Email: [email protected] or [email protected]
Website: westsussexcleaning.co.uk
30.1 By accepting a quotation, confirming a booking or allowing the service to proceed, the customer confirms that they have had a reasonable opportunity to review the applicable Terms & Conditions.
30.2 Where the booking is made through our online booking or consent process, the customer's acceptance and any specific confirmations or requests made during that process may be recorded electronically.
30.3 The quotation, booking details, agreed scope, invoices, booking confirmations, customer communications and applicable Terms & Conditions may form part of the contractual records for the service.
30.4 Where a customer expressly requests that a service begins during the statutory 14-day cancellation period, that request and any required acknowledgement may form part of the contractual records.
30.5 Where a specific written quotation or agreement conflicts with these general Terms & Conditions, the specific agreed quotation or written agreement will apply to the extent of the conflict, subject to applicable law and statutory consumer rights.
31.1 We may update these Terms & Conditions from time to time.
31.2 The version in force when a booking is accepted will normally apply to that booking unless otherwise agreed.
31.3 No update to these Terms & Conditions will remove or reduce statutory consumer rights.
Customers are encouraged to provide accurate information about the property, its condition, pets, stains, odours, existing damage, appliances, carpets, access arrangements and any special circumstances that may affect the service.
Providing accurate information helps us prepare a more accurate quotation and reduces the likelihood of unexpected issues during the appointment.
These Terms & Conditions are intended to explain the services, responsibilities and protections applicable to both the customer and West Sussex Cleaning Specialists. They do not replace or restrict any statutory consumer rights.
Last Updated: 26 September 2026 at 20:52 | Effective From: 26 September 2026 at 20:52
West Sussex Cleaning Specialists
Website: westsussexcleaning.co.uk
Email: [email protected] or [email protected]
Phone: 07460 862 580
Got a question about our terms?
Call us on 07460 862 580