Merton Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Carpet Cleaning provides carpet, rug, upholstery and related cleaning services to residential and commercial customers within its service area. By booking a service, the customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below.

Customer means the individual, business, landlord, tenant, agent or organisation requesting the services.

Company means Merton Carpet Cleaning, the provider of the services.

Services means any carpet, rug, upholstery, mattress, hard floor, stain treatment, odour treatment or related cleaning services provided by the Company.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed request for Services at a specific date, time and location.

2. Scope of Services

The Company provides professional carpet, rug and upholstery cleaning and related services within its operating area. All Services are subject to the availability of staff, equipment and products.

The Company reserves the right to refuse any job that it considers unsafe, unsuitable, uneconomical, unlawful or where access is not reasonably practicable for the equipment required.

The Company does not guarantee the removal of all stains, odours or marks. The outcome of cleaning depends on the nature, age and extent of soiling, stain type, previous treatments and the condition of fibres and fabrics.

Where appropriate, the Company will carry out a visual inspection and, where possible, a colourfastness test prior to cleaning. If the Company reasonably believes that cleaning may cause damage or unacceptable risk, it may decline to proceed or may proceed only with the Customer’s explicit consent and at the Customer’s risk.

3. Booking Process

Bookings may be requested by the Customer through the Company’s accepted channels of communication. A Booking is not confirmed until the Company has provided written or verbal confirmation, including the agreed date, approximate arrival time window, and price or pricing basis.

The Customer is responsible for providing accurate information when requesting a Booking, including the type and size of areas or items to be cleaned, the condition of carpets and upholstery, access details and any known issues such as heavy staining, pet contamination, infestation or water damage.

Quotes are provided based on the information supplied by the Customer. The Company reserves the right to amend the quote on arrival if the information provided was incomplete or inaccurate, or if the condition or size of the items or areas differs materially from that described.

The Customer must ensure that a responsible adult is present at the Premises for the duration of the visit, unless otherwise agreed in advance. Where keys or access codes are provided, the Customer confirms that they are authorised to grant entry to the Premises.

4. Pricing and Payments

Prices are given in pounds sterling and may be quoted as fixed prices, minimum call-out charges, or as rates per room, per area or per item, as specified at the time of Booking.

Unless otherwise stated, prices are exclusive of any additional charges for parking, congestion or tolls. Where such costs are incurred directly as a result of providing the Services, they may be added to the final invoice.

Payment is due immediately upon completion of the Services, unless alternative terms have been agreed in advance in writing. The Company may accept various payment methods including cash, bank transfer and card payments, subject to availability and any applicable processing conditions.

For commercial customers or letting agents, the Company may, at its discretion, agree invoice terms. In such cases, payment shall be made in full by the due date specified on the invoice. If no due date is specified, payment is due within 14 days of the invoice date.

Where deposits or prepayments are required to secure a Booking, this will be notified to the Customer in advance. Deposits are generally non-refundable except where the Company cancels the Booking without offering a reasonable alternative appointment.

If the Customer fails to make payment on time, the Company reserves the right to apply interest on the overdue amount at the statutory rate and to recover all reasonable costs of debt recovery.

5. Cancellations and Rescheduling

The Customer may cancel or reschedule a Booking by giving the Company reasonable notice. The minimum notice period for cancellation or rescheduling without charge is 24 hours before the agreed arrival time, unless otherwise specified at the time of Booking.

If the Customer cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a cancellation fee up to 50 per cent of the quoted price or retain any deposit paid, to cover allocated time and travel costs.

If the Company arrives at the Premises and is unable to gain access, or if the Premises are not in a condition that reasonably allows the Services to be carried out, this may be treated as a late cancellation and a call-out charge or cancellation fee may apply.

The Company will use reasonable endeavours to attend all Bookings as agreed. However, arrival times are approximate and may be affected by factors beyond the Company’s control, including traffic, weather or previous jobs overrunning. The Company shall not be liable for minor delays but will inform the Customer as soon as reasonably practicable if a significant delay or rescheduling is necessary.

The Company reserves the right to cancel or reschedule a Booking at any time due to staff illness, equipment failure, safety concerns, extreme weather, or other circumstances beyond its reasonable control. In such cases, any deposit paid will be refunded or applied to a new appointment, as agreed with the Customer.

6. Customer Responsibilities

The Customer must ensure safe and reasonable access to the Premises, including suitable parking or loading space for the Company’s vehicle and equipment. Any parking permits, access permissions or visitor passes must be arranged in advance by the Customer where necessary.

The Customer must remove small items, fragile objects, valuables and personal belongings from the areas to be cleaned before the Company arrives. The Company may, at its discretion, move light furniture where this can be done safely, but is not responsible for moving heavy, delicate or bulky items such as wardrobes, pianos, large display units or electrical appliances.

The Customer is responsible for ensuring that the Premises are free from hazards that could affect the safety of the Company’s staff, including loose wiring, slippery floors, aggressive pets, infestations or hazardous substances. The Company may refuse to proceed or may suspend Services if it considers that conditions are unsafe.

The Customer must inform the Company of any known defects or areas of concern, such as loose carpet seams, damaged underlay, weak flooring, existing water damage, colour loss, previous stain treatments, or manufacturer’s cleaning restrictions.

7. Service Limitations and Results

While the Company will exercise reasonable care and skill and use appropriate cleaning methods and products, it does not guarantee that all stains, marks, odours, or discoloration will be removed. Certain substances, such as permanent dyes, bleaching agents, paint, rust, burn marks or long-standing pet contamination, may not respond fully to cleaning.

Some odours and stains may reappear after cleaning due to residues in the backing materials, underlay or subfloor. The Company may recommend further treatment or specialist services where appropriate, which may incur additional charges.

Cleaning may reveal pre-existing damage, wear, fading or shading that was not visible prior to cleaning because of soiling. The Company is not responsible for such pre-existing conditions or for the normal wear and ageing of carpets and fabrics.

8. Liability and Insurance

The Company will carry out the Services with reasonable care and skill. In the unlikely event that damage is caused to the Customer’s property as a direct result of the Company’s negligence, the Company will, at its option, repair the damage, replace the item, or offer fair compensation, subject to the limitations set out in this clause.

The Company’s total liability arising out of or in connection with any single event or series of connected events shall, to the maximum extent permitted by law, be limited to the lesser of the cost of providing the Services again or the value of the damaged item, taking into account age, condition and fair wear and tear, and in any case shall not exceed the total price paid or payable for the Services giving rise to the claim.

The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of use, or loss of opportunity, arising out of or in connection with the Services.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded.

The Customer must notify the Company of any alleged damage or issue as soon as reasonably practicable and in any event within 48 hours of completion of the Services. The Company may inspect the issue and, where appropriate, request evidence or an opportunity to remedy the problem before any further action is taken.

9. Waste Handling and Environmental Regulations

The Company aims to operate in compliance with applicable environmental and waste regulations relevant to cleaning activities. Used solutions, rinse water and extracted soils generated during the cleaning process are normally disposed of via appropriate waste water systems at the Premises, in line with local regulations and good practice.

The Customer agrees to allow the Company reasonable use of sinks, toilets, drains or external gullies at the Premises for the purpose of disposing of waste water arising directly from the Services, unless local site rules or specific restrictions apply. If such restrictions exist, the Customer must inform the Company in advance so that suitable arrangements can be discussed.

Where the Services generate solid waste that cannot be disposed of through normal domestic or commercial waste streams, the Company will handle this in accordance with applicable waste regulations. Additional charges may apply where specialised disposal is required.

The Customer is responsible for ensuring that any pre-existing contamination, hazardous materials or controlled waste at the Premises are disclosed before the Services commence. The Company reserves the right to refuse to handle materials that, in its reasonable opinion, present an environmental, health or safety risk or require specialist waste management beyond the scope of standard cleaning services.

10. Complaints and Service Issues

The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, providing details of the issue and, where available, supporting information.

Where a complaint is made within a reasonable time and relates directly to the quality of the Services, the Company may offer a re-visit to inspect and, where appropriate, to carry out reasonable remedial work. Any such remedial work will be at the Company’s discretion and will not be offered where the issue arises from factors outside the Company’s control.

11. Privacy and Data

The Company collects and uses basic customer information such as names, addresses, access instructions and payment details for the purpose of providing and administering the Services. The Company will take reasonable steps to keep such information secure and to use it only for legitimate business purposes, such as managing Bookings, processing payments and improving services.

The Company may retain records of work carried out at the Premises, including notes or photographs taken for quality control or evidence of condition. Any photographs taken will not include identifiable individuals without consent.

12. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new Bookings and to Services not yet carried out. Where a Booking has already been confirmed, the version in force at the time of confirmation will generally apply, unless a change in law or regulation requires otherwise.

13. Governing Law and Jurisdiction

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

The parties 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 Services provided by the Company.

14. General Provisions

If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.

No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations or agreements, whether oral or written.