Terms and Conditions for Merton Carpet Cleaners

These terms and conditions set out the basis on which Merton Carpet Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an estimate, or allowing work to commence, the customer agrees to these terms. The intention of this page is to explain the service rules clearly and fairly, so that both the customer and the provider understand how a carpet cleaning service is arranged, delivered, paid for, and completed.

For the purposes of these terms, “we”, “us”, and “our” refer to Merton Carpet Cleaners, and “you” or “the customer” refers to the person requesting or receiving the service. These terms apply to all carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and related services supplied by us, unless we agree otherwise in writing. If any part of a booking involves special conditions, those conditions will be confirmed before work starts and will form part of the service agreement.

We reserve the right to update these terms from time to time to reflect changes in our services, legal requirements, pricing structure, or operational processes. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is needed to protect service quality, health and safety, or customer welfare. Continued use of our carpet cleaners after an update is treated as acceptance of the revised terms.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made through an approved channel and must include accurate information about the property, the items to be cleaned, access arrangements, and any special conditions that may affect the service. We rely on the information provided by the customer when preparing an estimate or confirming an appointment for a carpet cleaning appointment.

Before the service begins, we may ask for additional details such as floor type, fibre type, visible staining, existing damage, previous cleaning attempts, or parking and access restrictions. This helps us decide whether the job is suitable, which equipment is needed, and whether any specialist treatment may be required. If the customer provides incomplete or inaccurate information, we may revise the price, alter the scope of work, or cancel the appointment if the service cannot be delivered safely or effectively.

Confirmation of booking

Once a booking has been accepted, we will normally confirm the agreed date, approximate arrival window, service description, and any important assumptions on which the quote is based. A booking is not guaranteed until we have confirmed it. We may also require a deposit or card pre-authorisation in order to secure the appointment, especially for larger jobs, repeat visits, or bookings requiring reserved time or specialist products.

The customer is responsible for ensuring that someone over 18 is present at the property at the agreed time, unless we have agreed alternative access arrangements in advance. If the customer is not present and no safe access is available, we may treat the appointment as a late cancellation or wasted visit and charge accordingly. Any changes to the booking should be made as early as possible so that we can plan labour, equipment, and routing in a reasonable way.

If we need to reschedule due to weather, equipment failure, staff illness, safety concerns, or other operational reasons, we will make reasonable efforts to offer an alternative time. While we aim to keep disruptions to a minimum, we do not accept responsibility for delay caused by events beyond our control. This may include transport disruption, emergency call-outs, severe weather, or incidents affecting the property or surrounding area.

Occasionally, a site inspection may show that the service requested is not appropriate in the circumstances. For example, heavily worn carpet, pre-existing fibre damage, unstable furniture, unsafe electrics, or evidence of infestation may make completion difficult or inadvisable. In such cases, we may decide not to proceed or to proceed only with the customer’s informed consent and subject to revised terms.

Prices are normally based on the size and type of the items to be cleaned, the level of soiling, access, required treatment, and any additional services requested. Any estimate given before the job starts is based on the information available at the time. If the actual conditions differ from the description provided, we may reasonably adjust the price to reflect the additional time, labour, materials, or equipment needed for a proper carpet cleaner service.

Unless stated otherwise, payment is due on completion of the service on the same day. We may accept card payment, bank transfer, or other agreed method. We are not obliged to begin or continue work if a payment method is declined, a deposit has not been received when required, or there is a reasonable concern that payment will not be made. Any discounts, promotional rates, or package prices apply only where the stated conditions are met.

For commercial or repeat customers, we may agree invoice terms in writing. Where credit terms are granted, invoices must be paid by the due date shown. Late payment may result in suspension of further services, recovery action, and any reasonable costs incurred in collecting overdue sums, to the extent permitted by law. We reserve the right to charge interest on overdue amounts in accordance with applicable legislation.

Additional charges

Additional charges may apply where extra work is needed for severe staining, pet odour treatment, protective coating, furniture moving, difficult access, or the use of specialist cleaning products. If the need for extra work becomes clear during the visit, we will normally explain the reason before continuing. By authorising us to proceed, you agree to pay the revised charge associated with the updated scope of the service.

Where a customer requests a service on short notice or outside standard scheduling arrangements, a premium may apply. Similarly, if a property requires extended setup, unusual equipment, or a second visit to complete drying or follow-up treatment, those items may be charged separately if they were not included in the original quotation. All charges will be calculated reasonably and, where possible, communicated in advance.

We do not accept responsibility for bank charges, card issuer fees, or exchange-rate costs incurred by the customer in making payment. If a payment is reversed, disputed without valid reason, or later found to be unauthorised, we may recover the amount due together with any reasonable administration and recovery costs arising from the dispute.

If you need to cancel or change your booking, please give as much notice as possible. Where we have reserved time, equipment, or staff for your appointment, short-notice cancellations may result in a fee. The exact charge will depend on how much notice was given and whether any costs have already been incurred. This policy helps us manage appointments fairly and maintain availability for other customers needing carpet cleaning services.

We may cancel a booking if the property conditions are unsafe, the customer has failed to provide essential information, access cannot be obtained, or payment arrangements are not in place. We may also cancel if continuing would create a risk to health, safety, equipment, or third-party property. In such cases, we will explain the reason where reasonably possible and, if appropriate, offer an alternative date.

Delays caused by traffic, weather, route changes, or site conditions are sometimes unavoidable. Arrival times are therefore estimates rather than guarantees, although we will aim to attend within the agreed window. If we expect a significant delay, we will make reasonable efforts to notify the customer. We are not liable for any loss arising from delay unless it is caused by our negligence and could reasonably have been avoided.

Access, preparation and customer obligations

The customer must ensure the working area is reasonably prepared before our arrival. This includes providing access to the relevant rooms, removing fragile items where possible, and protecting valuable or delicate belongings. We may move light furniture where agreed, but we are not required to move heavy, fixed, or hazardous items. Any item not moved by us remains the customer’s responsibility.

You must also disclose any known issues that may affect the service, including hidden damage, damp, electrical faults, previous chemical treatment, or special care requirements for fibres and dyes. We rely on the customer to point out items of particular value or risk. If information is withheld and this affects the outcome, our responsibility will be limited in accordance with the liability section below.

If access is not available when our team arrives, or if the property is not ready for cleaning, we may charge a wasted visit fee. We may also leave and treat the booking as cancelled if repeated attempts to gain access fail. This helps cover the costs of reserved labour, equipment, and travel. The same principle applies where the customer is unable to authorise the work to start.

We carry out services with reasonable care and skill. However, cleaning results can vary depending on the condition, age, construction, and previous treatment of the carpet or fabric. Some stains may be permanent or may lighten only partially. We do not guarantee complete removal of every mark, odour, or defect, especially where the material has been damaged by age, wear, sun fading, dye loss, poor maintenance, or prior incorrect cleaning methods.

Our liability for loss or damage is limited to direct loss caused by our proven negligence, breach of contract, or failure to use reasonable care. We are not responsible for indirect or consequential loss, including loss of profit, loss of business, loss of enjoyment, or inconvenience, unless such liability cannot legally be excluded. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

Where a claim is made, the customer must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue before any repair, correction, or replacement is undertaken by a third party. Failure to do so may affect our ability to assess the cause and may reduce or remove any available remedy. Any loss must be kept to a minimum and supported with reasonable evidence where requested.

Property condition, staining and aftercare

We are not liable for pre-existing damage, hidden defects, wear and tear, shrinkage caused by poor carpet installation, colour run, dye instability, or failure caused by defective backing or subfloor moisture. We will take reasonable precautions, but the customer accepts that some risk exists when cleaning older or delicate materials. Where appropriate, we may recommend a test area before proceeding with the full service.

After cleaning, the customer should follow any aftercare advice provided, including ventilation, drying time, and restriction of foot traffic until the surface is ready. If carpets are walked on too early, moved furniture is returned before the fibres are dry, or spillages occur after our visit, the quality of the final result may be affected. We are not responsible for deterioration caused by failure to follow reasonable aftercare steps.

If the service includes stain treatment, deodorising, or protective products, the customer accepts that some effects depend on the material’s condition and the nature of the contamination. Certain contaminants may wick back after drying, and some odours may require repeated treatment. These outcomes do not automatically mean the service was defective, provided the work was carried out with reasonable skill and care.

We operate in accordance with applicable waste regulations and environmental duties in the UK. Any waste generated during the service, including used cloths, packaging, removed debris, contaminated residues, and other cleaning-related materials, will be handled responsibly. Where waste must be removed from the property, it will be disposed of through lawful and appropriate channels, in line with our internal procedures and any relevant local authority or national requirements.

The customer remains responsible for the lawful disposal of any personal household waste not created by our service. We are not responsible for removing general rubbish unless this has been expressly agreed as part of the booking. If the service produces contaminated waste that requires special handling, we may charge an additional fee to reflect the cost of compliant disposal, specialist bags, transport, or licensed waste management services.

We may refuse to handle materials that we reasonably believe are hazardous, restricted, infected, or otherwise unsafe to clean or transport. This includes, without limitation, items contaminated with bodily fluids, mould beyond the scope of normal cleaning, harmful chemicals, sharps, or materials requiring specialist environmental controls. If such materials are encountered, we may pause or end the service and advise the customer to arrange specialist assistance.

6. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can assess the situation and, where appropriate, put matters right. Depending on the circumstances, the remedy may include re-cleaning, partial refund, price adjustment, or another reasonable solution. Any remedy will depend on the facts, the condition of the item, and whether the customer has complied with these terms, including aftercare instructions.

We aim to resolve issues fairly and proportionately. A complaint does not entitle the customer to withhold payment for undisputed parts of the service. If a dispute arises, both parties should act reasonably and try to resolve it in good faith. Where an independent assessment is needed, the customer may be asked to provide photographs, product details, and relevant background information so that we can review the matter properly.

Nothing in this section affects your statutory rights as a consumer. If you are acting as a business customer, any rights or remedies available to you will be subject to the limitations set out in these terms and to the extent permitted by law. These terms are intended to work alongside, not against, mandatory rights that cannot legally be excluded or reduced.

7. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. By using our Merton carpet cleaners service, you agree that the courts of England and Wales will have exclusive jurisdiction over any matter that cannot be resolved by agreement or alternative dispute resolution.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force so far as is permitted by law. A failure by us to enforce any right or provision on one occasion does not mean that we waive that right or provision in the future. Headings are included for convenience only and do not affect interpretation.

These terms represent the full agreement between the customer and Merton Carpet Cleaners for the relevant booking, unless replaced or supplemented by a written contract signed or expressly accepted by both parties. No statement made in marketing material, informal communication, or estimate will override these terms unless we clearly confirm otherwise in writing.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions. They are designed to create a transparent and professional service framework for all carpet cleaner appointments, ensuring clear expectations around booking, payment, cancellation, liability, waste handling, and legal jurisdiction.

Thank you for choosing Merton Carpet Cleaners. We are committed to carrying out each carpet cleaning service with care, consistency, and respect for your property, while maintaining fair terms that protect both the customer and the business.