Merton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Merton Carpet Cleaners to customers within its service area. By placing a booking with Merton Carpet Cleaners, you agree to be bound by these Terms and Conditions, which form a contract between you and Merton Carpet Cleaners for the provision of services. You should read them carefully before making a booking.
These Terms and Conditions apply to domestic and commercial customers unless otherwise specified. Any variations must be agreed in writing in advance by Merton Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions have the following meanings.
Customer means the person, company, or organisation requesting or receiving cleaning services from Merton Carpet Cleaners.
Company means Merton Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, or any other cleaning work provided by the Company, as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services made by the Customer and accepted by the Company.
Technician means an employee, contractor, or representative of the Company who carries out the Services.
2. Scope of Services
The Company will provide the Services as described in the Booking confirmation issued to the Customer. The scope of Services may include, but is not limited to, hot water extraction carpet cleaning, dry carpet cleaning methods, upholstery and fabric cleaning, stain and spot treatment, deodorising, and related services as agreed.
The Company will use reasonable skill and care when providing the Services and will endeavour to achieve the best results possible, taking into account the condition, age, and nature of the carpets, rugs, and fabrics being cleaned.
The Company does not guarantee complete removal of all stains, odours, or marks. Certain substances, wear, damage, or pre-existing conditions may limit the effectiveness of the cleaning process. The Technician will advise the Customer where possible if particular stains or areas are unlikely to respond fully to treatment.
3. Booking Process
Bookings can be requested by the Customer via enquiry or other communication channels made available by the Company. A Booking is not confirmed until the Company has explicitly accepted it and provided a Booking confirmation. The Company reserves the right to refuse any Booking at its discretion.
When making a Booking, the Customer must provide accurate information regarding the Premises, including property type, approximate room sizes or areas to be cleaned, type of carpets or upholstery, parking arrangements, and any specific conditions that may affect the Services. The Company may adjust the price or decline the job if the information provided is materially inaccurate.
Any quotations given by the Company are based on the information supplied by the Customer and are subject to inspection on arrival. If the Technician finds that the work required is significantly more than described, the Company will inform the Customer and may revise the quotation before work commences. If the Customer does not agree to the revised quotation, the Company may cancel the Services and a call-out or cancellation fee may apply.
4. Access to the Premises
The Customer is responsible for ensuring the Technician has safe and reasonable access to the Premises at the agreed time, including suitable parking where necessary. Any parking charges or similar costs incurred by the Company in attending the Premises may be added to the final invoice.
The Customer must ensure that someone with authority to approve the work and sign completion documentation is present at the Premises at the start and end of the appointment, unless otherwise agreed in advance.
If the Technician is unable to gain access to the Premises at the agreed time, waiting time charges, a call-out fee, or a cancellation fee may be applied at the Companys discretion.
5. Customer Responsibilities
The Customer must remove fragile, valuable, or easily damaged items from the areas to be cleaned before the Technician arrives. The Company is not responsible for moving heavy furniture, electrical items, or personal belongings unless this has been specifically agreed in advance.
The Customer must inform the Company in advance of any known defects, damage, or special conditions relating to carpets, rugs, upholstery, or the Premises, including but not limited to pre-existing stains, loose fittings, shrinkage risks, colour instability, or previous cleaning treatments that may react with the Companys products.
The Customer must ensure that there is electricity and running water available at the Premises for the duration of the appointment. Failure to provide these may result in the Services not being carried out and a cancellation or call-out fee being charged.
6. Pricing and Payments
The price for the Services will be as quoted by the Company and confirmed in the Booking confirmation, subject to any adjustments made on site as described above. Prices are typically given per room, per item, per square metre, or per job, depending on the nature of the work.
Unless otherwise stated, all prices are in pounds sterling and inclusive of standard cleaning materials and labour. Additional charges may apply for parking, congestion charges, extra services requested on the day, or heavily soiled areas requiring specialist treatments.
Payment terms will be stated at the time of Booking. Unless agreed otherwise, payment is due on completion of the Services on the day of the appointment. The Company may accept payment by cash, bank transfer, or other methods at its discretion. The Customer must ensure that payment is made in full in accordance with the agreed method and timeframe.
For commercial Customers or larger contracts, the Company may agree to invoice the Customer with payment due within a specified period. Late payment may incur interest and administrative charges in accordance with applicable law.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by giving notice to the Company. The Company may apply a cancellation or rescheduling policy, including fees, which will be communicated at the time of Booking or in the Booking confirmation.
As a guideline, cancellations or rescheduling made with less than twenty four hours notice may be subject to a charge equal to some or all of the expected service price, at the Companys discretion. If the Technician arrives at the Premises and is unable to carry out the Services due to lack of access, unsafe conditions, or incorrect information provided by the Customer, the Company may treat this as a late cancellation and apply a charge.
The Company reserves the right to cancel or reschedule a Booking due to unforeseen circumstances, such as Technician illness, vehicle breakdown, severe weather, or other events beyond its reasonable control. In such cases, the Company will endeavour to notify the Customer as soon as practicable and will offer an alternative appointment. The Company will not be liable for any indirect or consequential loss arising from such cancellations or delays.
8. Service Quality and Complaints
The Company aims to provide high standards of carpet and upholstery cleaning and will use reasonable skill and care in the delivery of the Services. If the Customer is not satisfied with any aspect of the Services, the Customer should raise the issue with the Technician on the day, or contact the Company as soon as possible after the appointment.
Complaints must be reported within forty eight hours of completion of the Services, wherever reasonably possible, to allow the Company the opportunity to inspect and, where appropriate, to rectify any issues. The Company may arrange a follow-up visit to assess the complaint and determine whether further work is appropriate.
The Companys liability in respect of complaints will be limited as set out in the liability section of these Terms and Conditions. The Company will not be responsible for issues arising from circumstances beyond its control, pre-existing damage, or where the Customer has failed to follow aftercare advice provided by the Technician.
9. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services, but the Customer acknowledges that cleaning may not restore carpets, rugs, or upholstery to new condition, and that certain risks are inherent in the cleaning process, particularly where items are old, worn, or in poor condition.
The Company will not be liable for any pre-existing damage, wear, fading, shrinkage, loose seams, fraying, or deterioration that becomes more apparent following cleaning. The Company will also not be responsible for damage arising from incorrect fibre identification based on information supplied by the Customer or manufacturer labelling.
To the fullest extent permitted by law, the Companys total liability to the Customer arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific Services giving rise to the claim. The Company shall not be liable for any indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be excluded or limited under applicable law.
10. Damage and Insurance
The Company will maintain appropriate insurance to cover its operations. If the Customer alleges that the Company has caused damage to property or possessions, the Customer must notify the Company as soon as practicable and in any event within forty eight hours of completion of the Services, providing reasonable details and evidence where available.
The Company reserves the right to inspect the alleged damage and, where appropriate, to involve its insurers. The Customer must not arrange for any remedial work or replacement in relation to the alleged damage without giving the Company a reasonable opportunity to inspect and, if appropriate, to repair or replace the damaged item.
11. Waste Handling and Environmental Compliance
The Company will carry out its services in accordance with applicable waste and environmental regulations. Any waste generated as part of the cleaning process, such as extracted dirt, contaminated water, or used materials, will be handled and disposed of responsibly and in compliance with relevant laws and guidelines.
The Customer is responsible for ensuring that any waste facilities at the Premises used by the Technician are suitable and lawful. Where the Company removes waste from the Premises, it will do so in accordance with its legal obligations as a waste holder or carrier, as applicable. The Company will not accept responsibility for hazardous or regulated waste that it has not agreed in advance to handle.
The Company may decline to treat items or areas where it believes there is a risk of contamination, infestation, or exposure to hazardous substances requiring specialist handling beyond the scope of normal carpet and upholstery cleaning. In such cases, the Company may cancel or modify the Services for safety and compliance reasons.
12. Health and Safety
The Company and its Technicians will follow reasonable health and safety practices while carrying out the Services. The Customer must ensure that the Premises are safe for work to be undertaken and must inform the Company of any health and safety risks, including structural issues, trip hazards, or the presence of vulnerable persons or pets.
The Customer should keep children and pets away from the work area during the cleaning process and until carpets and upholstery are sufficiently dry. The Company will not be responsible for accidents or injuries arising from failure to follow such guidance.
13. Customer Data and Privacy
The Company may collect and process personal data relating to the Customer, including contact details, addresses, and service history, for the purpose of managing Bookings, delivering the Services, and administering the customer relationship. The Company will handle such data in accordance with applicable data protection law.
The Company will not sell or disclose personal data to third parties except where necessary to provide the Services, comply with legal obligations, or where the Customer has given consent. The Customer has rights in respect of their personal data, which may include the right to access, correct, or request deletion of certain information, subject to legal and contractual limitations.
14. Amendments to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when posted or otherwise communicated and will apply to Bookings made after that date. It is the Customers responsibility to review the current Terms and Conditions before making a Booking.
15. 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 Merton Carpet Cleaners.
16. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be deemed deleted, but such deletion will not affect the validity and enforceability of the remaining provisions.
17. Entire Agreement
These Terms and Conditions, together with any written Booking confirmation or other written agreement between the Customer and the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, correspondence, or understandings.
By confirming a Booking, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.