Terms & Conditions

Last updated: September 2026

These terms set out the general basis on which CNP Services supplies cleaning and property-care services. Any specific quotation or written agreement provided to you also forms part of the agreement.

Quotes, rates and scope of work

Quotes and agreed rates are based on the information available when they are prepared. Depending on the service, work may be quoted at a fixed rate, by an agreed visit or for a booked period of time. Where a booking is time-based, we will prioritise the key areas discussed with you and additional tasks can be added by agreement where time allows. If the condition, size or scope of the work differs materially from what was described or visible beforehand, we will discuss any change in price or work with you before proceeding.

Equipment and cleaning products

Unless agreed otherwise, CNP Services will provide the equipment and cleaning products reasonably required to carry out the booked service. Please tell us in advance about delicate materials, specialist surfaces, allergies, product restrictions or any other requirements that may affect the products or methods we use.

Access to your property

Customers are responsible for providing safe and reasonable access to the property, vehicle and areas to be cleaned. If you will not be present, access arrangements should be agreed with us in advance. Any keys entrusted to us will be handled with reasonable care and kept securely while in our possession. Where appropriate, we may ask for fragile, valuable or obstructing items to be moved before work begins.

Health and safety

We require a reasonably safe working environment throughout the service. We may decline or stop work where conditions are unsafe or hazardous, or where a task would require working at unsafe heights or beyond the safe use of normal domestic or professional access equipment available for the booked service. If a safety issue prevents us from completing agreed work, we will explain this to you.

Pets

We are happy to work in pet-friendly homes. Customers are responsible for ensuring pets are safe, secure and comfortable while cleaning is taking place, particularly where doors, gates, machinery, chemicals or equipment may be in use.

Carpet and upholstery cleaning

We take reasonable care when assessing and cleaning carpets and upholstery. Some stains, odours, wear, colour loss or pre-existing damage cannot be fully removed. Results can vary according to fibre, construction, age, previous treatments and the nature of the contamination.

Exterior cleaning

Exterior surfaces can contain pre-existing damage, loose pointing, unstable coatings or other defects that become more visible after cleaning. We will use reasonable care and appropriate methods for the surface being treated.

Horse trailer and 3.5t horsebox cleaning

Our horse trailer and horsebox cleaning service covers common trailers and horseboxes; larger or unusual vehicles are subject to confirmation before booking. Where multiple vehicles are cleaned at the same location during the same visit, any multi-vehicle saving shown in our online estimator or quotation applies to that combined visit only. If vehicle quantities, locations, access or condition differ materially from the enquiry, we may revise the quotation before work begins. Customers should remove tack, equipment, personal belongings and, where reasonably practical, loose bedding and excessive manure before we arrive. Heavy soiling or additional clearing that was not apparent when quoted may affect the time required or price; we will discuss any change before proceeding.

Customers are responsible for providing safe access to the vehicle and, where agreed as part of the booking, suitable access to water and/or electricity. Horseboxes and trailers can have pre-existing corrosion, damaged seals, loose coatings, worn flooring, fixings or other defects; cleaning can make existing deterioration more visible. Please tell us about any known defects or particularly sensitive surfaces before work begins.

Our service is a professional cleaning and deodorising service. Unless specifically agreed in writing, it is not a veterinary biosecurity, sterilisation or disease-control service, and we do not claim to eliminate all bacteria, viruses or other pathogens.

Payments

Unless a quotation or written agreement states otherwise, payment is due within 24 hours of completion of the service. Payment may be made using the payment method agreed with you, including bank transfer or GoCardless where available. Payment instructions will be provided directly; we do not publish bank account details on this website.

CNP Package Savings and Home Care membership

Customers using two or more qualifying CNP home services may receive a 10% Whole Home saving on qualifying Carpet and Exterior Cleaning work. CNP Home Care is a separate optional membership and does not spread, finance or replace the cost of a current booking. Current services remain payable under the normal quotation and payment terms.

Home Care membership tiers and benefits

Home Care is offered in the membership tier and at the monthly price confirmed when you join. Current advertised tiers are Home Care (£19.99 per month), Home Care Plus (£24.99 per month) and Home Care Complete (£29.99 per month). Benefits vary by tier and may include member pricing on eligible future Carpet, Upholstery and Exterior work, priority booking, member price protection, qualifying add-ons without the standalone minimum while CNP is already attending, seasonal member offers, carpet protector on qualifying cleans and annual carpet refresh benefits. The exact benefits applying to your membership will be confirmed before activation.

Member savings

Home Care member savings apply only to qualifying future services and do not stack with package savings, promotional discounts or other offers unless CNP confirms otherwise in writing. Where more than one saving could apply, the best applicable saving will normally be used. Member pricing applies only while the membership is active and subject to any stated exclusions or minimum scope.

Annual refresh benefits

Where an annual carpet refresh is included in a membership tier, it becomes available only after 6 consecutive successful monthly membership payments. Home Care Plus includes one standard-room annual carpet refresh. Home Care Complete includes two standard-room annual carpet refreshes or stairs and landing, as defined and confirmed by CNP. Included refresh benefits are limited to once per membership year, do not roll over, have no cash value and remain subject to reasonable scope, access, condition and appointment availability. Additional work is chargeable at the applicable rate.

Membership payments, cancellation and suspension

Home Care membership payments are for the membership and its benefits; they are separate from charges for cleaning or other services booked with CNP. Payment arrangements and any minimum or fixed membership period will be clearly confirmed before activation. Cancelling a Direct Debit does not by itself settle any amounts already properly due. If membership ends, future member benefits, member pricing and unused benefits end in accordance with the agreed membership terms and applicable consumer law. We may suspend membership benefits while membership payments are overdue.

Cooling-off and consumer rights

Where statutory cancellation rights apply to a membership agreed online, by telephone or away from our business premises, we will provide the applicable cancellation information before the agreement is concluded. Nothing in these terms limits your statutory consumer rights.

Late payments

If payment becomes overdue, we may contact you to request payment and may suspend future or recurring services until the outstanding balance has been settled.

Where an invoice remains unpaid, CNP Services reserves the right to charge reasonable late-payment fees, interest and/or recovery costs where permitted by law. Any applicable charges will be communicated before they are applied. Where separate payment terms have been agreed for a business or commercial customer, those agreed terms will apply.

Cancellations and changes

Please give us at least 24 hours’ notice if you need to cancel or rearrange a booking. Late cancellations, significant last-minute changes or failure to provide agreed access may result in a reasonable charge up to the full or partial value of the booked service, depending on the circumstances and work reserved. Where a charge applies, we will communicate it fairly and take account of the circumstances.

Damage, breakages and liability

We take reasonable care while working in your home, business premises or vehicle. If we become aware of accidental damage or a breakage caused during our work, we will tell you as soon as reasonably practical and deal with the matter in line with the circumstances and our insurance arrangements. Customers should tell us before work begins about particularly delicate items, surfaces, known defects or other relevant risks.

CNP Services maintains Public Liability Insurance. Cover is subject to the terms, limits, exclusions and conditions of the applicable policy. Nothing in these terms excludes or limits liability where it would be unlawful to do so.

24-Hour Satisfaction Promise

If you are not completely satisfied with an eligible aspect of cleaning work carried out by CNP Services, please notify us within 24 hours of our team leaving the property and provide reasonable details of the issue. We will be given a reasonable opportunity and access to return promptly and rectify the relevant cleaning issue at no additional charge.

The promise applies to cleaning issues relating to the agreed service we carried out. It does not cover new soiling or damage after we leave, permanent staining, wear, deterioration, pre-existing damage, results that were expressly identified as limited before or during the service, or matters outside the agreed scope of work. Where access to rectify is refused or unavailable, the free return visit cannot be provided. This promise does not affect your statutory rights.

End of Tenancy Cleaning Deposit-Back Guarantee

Where an End of Tenancy Cleaning booking is expressly sold with our Cleaning Deposit-Back Guarantee, the guarantee applies only to cleaning work carried out by CNP Services and listed within the agreed booking or quotation. It does not guarantee the return of the tenant’s entire tenancy deposit and does not cover deductions or disputes relating to rent, damage, wear and tear, missing items, maintenance, inventory issues or any matter unrelated to our cleaning work.

If a landlord, letting agent or inventory/check-out report identifies a cleaning issue in an area included in our completed clean, the customer must notify CNP Services within 72 hours of the relevant inspection and provide reasonable details or evidence of the issue where requested. We must be given a reasonable opportunity and access to return and rectify the relevant cleaning issue. If we are unable to rectify an eligible cleaning issue after being given that opportunity, we will refund the charge attributable to the relevant cleaning work. The guarantee does not entitle the customer to a refund of unrelated services or the full tenancy deposit.

The guarantee does not apply where an area has been used, soiled, altered or cleaned by another person after our service, where access to rectify is refused or unavailable, or where the issue results from permanent staining, damage, deterioration or another condition that cleaning cannot reasonably remedy. Where professional carpet cleaning is included within the same CNP end-of-tenancy booking, the guarantee applies to the carpeted areas we cleaned on the same basis.

Complaints

If you are unhappy with any part of our service, please contact us promptly so that we have a reasonable opportunity to investigate and, where appropriate, put matters right.

Contact

Email hello@cnpservices.co.uk or call 01380 900234.

Note: These website terms are a practical general template and do not replace legal advice. Service-specific terms can be refined as CNP Services' booking and cancellation policies develop.