Terms and Conditions for Merton Carpetcleaning
These Terms and Conditions set out the basis on which Merton Carpetcleaning provides domestic and commercial cleaning services. By making a booking, you agree to these terms in full. Please read them carefully before confirming any appointment, as they explain how bookings are arranged, how payments are handled, when cancellations apply, what liabilities are accepted or excluded, how waste is managed, and which law governs the agreement.
The word “we”, “us” and “our” refers to Merton Carpetcleaning. The words “you” and “your” refer to the customer, whether that customer is a homeowner, tenant, landlord, business client, property manager or other person arranging the service. These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, odour removal, rug care and related cleaning services supplied by us, unless we expressly agree otherwise in writing.
Booking process begins when you request a quote or ask us to attend your property. Any quotation or estimate is based on the information you provide, including the type of carpet, the size of the area, the condition of the fibres, access arrangements and any known stains or damage. If the information changes before the appointment, we may adjust the price, timing or method of service. A booking is not confirmed until we have accepted it and you have received confirmation, whether verbally, by message or in writing.
We reserve the right to decline or reschedule a booking if the service requested is not suitable, if access is unsafe, if the area is excessively contaminated, or if any issue is identified that would make the work impractical or likely to cause damage. You must ensure that the property is ready for cleaning at the agreed time. This includes providing access, removing personal items where possible, and ensuring that electricity, hot water and any other necessary utilities are available unless otherwise agreed.
If you are booking on behalf of someone else, you confirm that you are authorised to do so and that the person receiving the service accepts these terms. Any instructions given by you or your representative will be treated as authorised instructions. Carpet cleaning service appointments may involve pre-inspection, spot treatment, extraction or other methods selected by us based on the condition and material of the item being cleaned. We will use reasonable care and skill, but results may vary depending on fibre type, age, wear and previous treatments.
We may request further information before confirming a booking, including photographs, floor measurements or details of previous cleaning. In some cases, we may advise that a test patch is carried out before full treatment. If we conclude that a carpet or rug is too delicate, heavily worn or at risk of damage, we may refuse to proceed or may proceed only on a limited basis with your informed consent.
The booking time provided is an estimate and may be affected by travel, traffic, earlier jobs running over time, weather conditions or other operational factors. We will use reasonable efforts to arrive within the agreed window, but exact arrival times cannot be guaranteed. If we are delayed, we will try to notify you where practicable. If you are not present at the property, you must make suitable arrangements to allow access and completion of the work.
Where parking, permits, lift access or security entry are required, you must arrange these in advance or tell us about them at the time of booking. Any costs arising from parking or access that are necessary to complete the service may be charged to you if agreed in advance or if they are unavoidable and reasonable. Failure to disclose access issues may result in a wasted journey charge or a revised appointment time.
Payments must be made in accordance with the price agreed at booking, subject to any later adjustment arising from a change in the work required or additional services requested on site. Unless otherwise agreed, payment is due immediately upon completion of the service. We may accept payment by card, bank transfer, cash or another method we approve. A booking deposit may be required for larger jobs, specialist treatments or repeat cancellations. Any deposit will be non-refundable except where we cancel the service or where a refund is required by law.
If an estimate is provided rather than a fixed price, it is an indication based on the information available at the time. The final price may change if the actual condition, size or complexity of the work differs from the information supplied. Additional charges may apply where extra time, specialist products, stain removal attempts, upholstery protection, access issues or waste handling are required. You will be informed of material changes in cost where reasonably possible before the additional work is carried out.
Late or failed payments may be subject to reasonable recovery action. If a payment is declined, reversed or not received, you remain responsible for the outstanding balance. We may suspend future bookings until overdue sums are settled. Where business customers are invoiced, payment terms will be those set out on the invoice or agreed in writing. Failure to pay by the due date may result in interest or administration charges to the extent permitted by law.
Certain services may involve the use of pre-treatment solutions, deodorising products, rinse agents or protective compounds. Prices for such services do not include any unrelated property repairs, moving of heavy furniture beyond what has been agreed, or specialist treatment for pre-existing damage. Any discount or promotional pricing applies only to the specified service and cannot be combined unless stated otherwise.
Cancellation by you must be made as soon as possible. If you cancel with sufficient notice, no charge may apply unless we have already incurred specific costs. If you cancel at short notice, or if we attend and cannot complete the work because access is unavailable, the property is not ready, or you are not present as agreed, we may charge a cancellation fee or a wasted appointment fee that reflects our time and costs. The amount charged will be reasonable and proportionate.
You may ask to reschedule rather than cancel, but rescheduling is subject to availability. Repeated cancellations or repeated failure to allow access may result in refusal of future bookings. If we must cancel or reschedule due to illness, equipment failure, unsafe conditions, weather disruption or other operational reasons, we will contact you promptly and arrange an alternative appointment where possible. We are not liable for indirect losses caused by a cancellation or postponement that is outside our control.
Liability is limited to the extent permitted by law. We accept responsibility for loss or damage caused by our negligence or by a breach of these terms, but only for reasonably foreseeable loss. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded under UK law.
We are not responsible for damage caused by pre-existing faults, structural defects, hidden weakness, colour fastness issues, unstable dyes, worn fibres, prior improper treatment, shrinkage risk, or items that were not suitable for cleaning in the first place where you failed to disclose relevant information. Some stains may be permanent or may only improve partially. Where we identify a potential risk before cleaning, and you choose to proceed, you accept that risk unless the loss is caused by our negligence.
Merton Carpetcleaning will not be responsible for delays or non-performance arising from events beyond our reasonable control, including severe weather, fire, flood, power failure, transport disruption, industrial action, supply chain failure, public health restrictions or acts of third parties. If such an event continues for a prolonged period, either party may be entitled to terminate or rearrange the booking on reasonable notice.
We are not liable for loss of earnings, loss of business, loss of use, inconvenience, emotional distress or any indirect or consequential loss, except where such exclusion is prohibited by law. Any claim relating to our services should be raised as soon as reasonably possible and, in any event, within a reasonable time after the issue is discovered. You should take reasonable steps to mitigate any loss.
Waste regulations apply to any waste, residue, packaging, sludge, dirty water or contaminated material generated during the service. We will dispose of waste in a lawful and responsible way, following applicable environmental and waste-handling requirements. Some jobs may produce waste water or removed debris that must be contained, transported or discharged only in approved ways. Where specialist disposal is required because of contamination, infestation, biohazard risk or unusual soiling, extra charges may apply if explained in advance or if necessary to complete the job safely and lawfully.
You must tell us in advance if there is any risk that the property contains hazardous material, biological contamination, sharps, mould, pest infestation, chemical residue or other regulated waste. We may refuse to handle items that fall outside the scope of ordinary carpet cleaning or that require a specialist contractor. If we discover hazardous waste or illegal dumping during the service, we may stop work immediately and you will be responsible for any reasonable costs already incurred and for any additional disposal or reporting obligations required by law.
You are responsible for ensuring that items presented for cleaning are lawful to possess, transport and treat. We do not undertake to remove or dispose of items that are prohibited, stolen, contaminated beyond safe handling, or otherwise unlawful. Any instructions from you that would require us to breach waste or environmental rules will be ignored. If a local authority, water company or other body imposes restrictions affecting disposal or water discharge, you agree to cooperate with any lawful operational changes necessary to remain compliant.
By allowing us to work at your premises, you confirm that you have the right to permit access and authorise the cleaning of the areas and items to be treated. You should remove or secure valuables, fragile objects and important documents before the appointment. Although we will take reasonable care, we do not accept responsibility for items left in vulnerable positions unless the loss or damage results from our negligence.
Any advice we provide about drying times, aftercare, re-entry to cleaned areas or the likely outcome of treatment is given in good faith based on our experience, but it is not a guarantee. Heavy foot traffic, ventilation, humidity and carpet construction can all affect the final result. You remain responsible for following any aftercare instructions that we give, including keeping cleaned areas clear until they are dry and avoiding the use of unsuitable products after treatment.
We may bring subcontractors or assistants to complete the work, and any such persons will be bound by requirements consistent with these terms. Nothing in these terms creates a partnership, employment relationship or agency beyond what is required to provide the service. If any part of these terms is found unlawful or unenforceable, the remaining parts will continue in force.
The agreement between us and you is the entire agreement relating to the booked service and supersedes previous discussions or representations, except for any written statement expressly incorporated into the booking. No person other than you and us has any right to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. If we do update the terms, the revised version will apply to future bookings once published or otherwise communicated to you.
Governing law and jurisdiction: these Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless applicable law requires otherwise.
