Carpet Cleaners Merton Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Merton provides professional carpet, upholstery and related cleaning services to residential and commercial clients. By placing a booking with Carpet Cleaners Merton, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking or using any of our services.

In these Terms and Conditions, the terms we, us and our refer to Carpet Cleaners Merton, and you and your refer to the customer who makes a booking or on whose behalf a booking is made.

1. Scope of Services

1.1 We provide carpet cleaning, rug cleaning, upholstery cleaning and related cleaning services as agreed at the time of booking. The exact scope of work, including areas, items and any additional services, will be confirmed with you when the booking is accepted.

1.2 Our services are intended for properties located within our normal operating area. Acceptance of a booking is at our discretion and may depend on access, parking and the suitability of the property for the requested services.

1.3 We reserve the right to refuse or discontinue a service if, in our reasonable opinion, the condition of the property or items to be cleaned present a health and safety risk, or where the work requested falls outside our usual service parameters.

2. Booking Process

2.1 Bookings may be made through our online enquiry channels or by contacting us using the details provided on our website or promotional materials. When you make a booking request, you confirm that you are at least 18 years of age and authorised to enter into a contract for the property where the services will be carried out.

2.2 Your booking is only confirmed when we have explicitly accepted it and provided you with a booking confirmation, which may be given verbally or in writing. The confirmation will set out the agreed date, approximate arrival time window, service description, and the applicable charges.

2.3 We may request further information about the property, including access details, parking arrangements, floor levels, presence of pets, and any known stains, damage, or delicate materials. You agree to provide accurate and complete information so that we can properly plan and deliver the services.

2.4 Any quotations given before an on-site inspection are estimates only and are subject to change if the actual condition, size or nature of the work differs from your initial description. Where this occurs, we will inform you of any price adjustments before commencing work and seek your consent to proceed.

3. Access and Customer Obligations

3.1 You are responsible for providing safe and reasonable access to the property at the agreed time. This includes ensuring that a responsible adult is present, or that suitable arrangements have been made for access, such as keys left with an authorised person.

3.2 You must ensure that electricity and, where applicable, water are available at the property during the service. If we are unable to carry out the work due to lack of utilities, restricted access, or unsafe working conditions, we may treat the visit as a late cancellation and apply the relevant charges.

3.3 You are responsible for moving fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned. We will not be liable for damage to items that you have left in the working area, nor for any pre-existing damage that is revealed or made more apparent by the cleaning process.

3.4 You must inform us of any existing damage, loose fittings, unstable furniture, or special requirements before the work begins. This includes highlighting delicate fabrics, unusual materials, or items that may be affected by moisture or cleaning solutions.

4. Pricing and Quotations

4.1 All prices are provided in pounds sterling and are inclusive of any applicable taxes, unless we expressly state otherwise. Our pricing may be based on the number of rooms, floor area, individual items, or a minimum call-out charge, depending on the nature of the service.

4.2 We reserve the right to adjust our prices from time to time. The price applicable to your booking will be the price confirmed at the time your booking is accepted, subject to any alterations agreed with you due to changes in scope or circumstances discovered on arrival.

4.3 Where additional work is requested by you on the day of service, such as extra rooms or upholstery pieces, we may provide an updated price before carrying out the additional work. Any such additional charges will be payable in accordance with these Terms and Conditions.

5. Payments and Invoicing

5.1 Unless otherwise agreed in advance, payment is due in full immediately upon completion of the service. We may accept various payment methods as advised by us from time to time, such as card payment or bank transfer.

5.2 For commercial clients or regular contracts, we may agree alternative payment terms, including payment on invoice within a specified period. Such terms must be agreed before the services are provided. In the absence of a separate written agreement, payment terms are due on completion.

5.3 If payment is not received by the due date, we reserve the right to charge interest on the overdue amount at the statutory rate permitted under applicable UK law, accruing on a daily basis until payment is received in full.

5.4 We may also suspend further services to you until any outstanding amounts are paid and may seek to recover reasonable costs incurred in pursuing late payments, including collection agency and legal fees where applicable.

6. Deposits and Prepayments

6.1 For certain bookings, including larger jobs, specialist work or peak-time appointments, we may require a deposit or full prepayment to secure the booking. Any required deposit will be communicated to you at the time of booking and is payable by the date specified.

6.2 Deposits are generally non-refundable in the case of late cancellation or failure to provide access, subject to the cancellation terms set out in section 7. We may, at our discretion, allow a deposit to be transferred to a rescheduled appointment where adequate notice has been given.

7. Cancellations, Rescheduling and Missed Appointments

7.1 You may cancel or request to reschedule your booking by contacting us. To avoid cancellation charges, you must give us not less than 24 hours notice before the scheduled arrival time, unless a different period has been explicitly agreed in writing.

7.2 If you cancel or reschedule with less than the required notice period, we may charge a late cancellation fee, which may be up to a reasonable proportion of the quoted price or the full amount for the service, depending on the nature and size of the booking.

7.3 If we attend the property at the agreed time and are unable to gain access, or if the work cannot be carried out due to circumstances within your control, we may treat this as a late cancellation and charge the applicable fee.

7.4 In the rare event that we need to cancel or reschedule your booking, we will give you as much notice as reasonably possible and offer an alternative appointment. We will not be liable for any indirect or consequential losses arising from such changes.

8. Service Standards and Limitations

8.1 We will exercise reasonable care and skill in providing our services, using appropriate equipment and cleaning products suitable for the tasks undertaken. However, you acknowledge that results may vary depending on the age, type and condition of carpets, upholstery and stains.

8.2 We cannot guarantee the complete removal of all stains, odours, or marks, particularly where they have been left untreated for a long period, have been treated with unsuitable products, or have permanently damaged the fibres or backing.

8.3 Some materials may be prone to shrinkage, colour loss, texture change or other effects when cleaned. We rely on the information you provide about your items and on standard industry practices. We will not be responsible for undesired outcomes where the material is inherently unstable, damaged, or improperly labelled, or where manufacturer instructions are unavailable or unclear.

8.4 Drying times after cleaning will vary depending on ventilation, temperature, humidity, and the type of material. We may provide indicative drying times, but these are estimates only. You are responsible for ensuring adequate ventilation and for taking care when walking on damp surfaces or replacing furniture.

9. Damage, Complaints and Remedies

9.1 If you believe that any damage has been caused by our services, you must notify us as soon as reasonably possible, and in any event within 48 hours of completion. You should provide clear details and, where possible, supporting evidence such as photographs.

9.2 We will investigate any complaint and, if we consider that we are responsible for the damage, we will at our discretion offer a suitable remedy, which may include re-cleaning, repair, or fair compensation, taking account of the age, condition and value of the affected item.

9.3 We may require access to inspect the alleged damage in person before any remedy is agreed. You must not attempt to repair or replace the item without giving us a reasonable opportunity to inspect, as this may affect any remedies available.

9.4 Our liability for any damage shall be limited as described in section 10. We do not accept liability for pre-existing damage, normal wear and tear, or damage arising from inaccurate information provided by you.

10. Liability and Exclusions

10.1 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter in respect of which liability cannot lawfully be limited or excluded.

10.2 Subject to the above, our total liability arising out of or in connection with any single booking, whether in contract, tort or otherwise, shall be limited to the total amount paid or payable by you for the services under that booking.

10.3 We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with our services.

10.4 We shall not be responsible for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including extreme weather, traffic disruptions, accidents, strikes, or utility failures. In such circumstances, we will use reasonable endeavours to rearrange the services.

11. Waste Handling and Environmental Considerations

11.1 We comply with relevant UK regulations relating to the handling and disposal of waste generated in the course of our cleaning services. This may include the disposal of dirty water, used consumables, and small quantities of solid waste associated with the cleaning process.

11.2 We do not remove or dispose of large items, general household waste, building debris, hazardous substances, or any materials that require specialist handling or licensing. You are responsible for the proper disposal of such items in accordance with applicable laws and local requirements.

11.3 Where we handle waste at your property, we will do so in a manner that aims to minimise environmental impact and avoids contamination of unsuitable drains or areas. You agree to follow any reasonable instructions we give you in relation to ventilation, drying or short-term handling of materials following our visit.

12. Health, Safety and Conduct

12.1 We will carry out our services in accordance with applicable health and safety requirements. You agree to cooperate with any reasonable health and safety measures, including keeping children and pets away from work areas and equipment during the cleaning process.

12.2 Our staff must be treated with courtesy and respect. We do not tolerate abusive, aggressive or discriminatory behaviour. If such behaviour occurs, we may terminate the visit immediately and you will remain liable for the full service charge.

12.3 You must inform us of any known health or allergy issues that may be affected by cleaning products or dust. While we use commonly accepted cleaning solutions, we cannot guarantee that all persons or pets will be free from reactions.

13. Personal Data and Privacy

13.1 We collect and process personal data such as your name, address, contact details and service history for the purposes of managing bookings, providing services, handling payments and enquiries, and meeting our legal obligations.

13.2 Your personal information will be handled in line with applicable UK data protection legislation. We will not sell your data to third parties. Any sharing of data with service partners or third parties will be limited to what is necessary for performing our services or complying with the law.

14. Changes to These Terms

14.1 We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements or business practices. The version in force at the time your booking is confirmed will apply to that booking.

14.2 Updated terms will be made available on our website or upon request. Your continued use of our services after any changes take effect will constitute your acceptance of the revised terms for any new bookings.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of our services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.

16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the provision of the services and supersede any prior understandings, agreements or representations, whether oral or written.

16.4 You may not assign or transfer any of your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or transfer our rights and obligations to another business, provided that this does not reduce the level of service you receive.