Merton Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Merton Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related fabric and floorcare treatments where agreed in advance. By making a booking, you confirm that you have read, understood, and accepted these terms. They are intended to create a clear and fair service framework, covering the booking process, payment arrangements, cancellations, liability, waste handling, and the legal rules that apply to the service. Nothing in these terms affects your statutory rights as a consumer where they cannot be excluded by law.

For the avoidance of doubt, these terms apply to all carpet cleaning appointments carried out by us, whether the service is arranged as a one-off clean, a recurring clean, or a specialist treatment. We may update these terms from time to time, and the version in force at the time your booking is accepted will apply to that service unless we specifically agree otherwise in writing. If any part of these terms is found unlawful or unenforceable, the remaining sections will continue to apply in full.

The phrase carpet cleaning service in these terms includes the cleaning of fitted carpets, loose rugs, stair carpets, and other textile floor coverings where this is agreed before work begins. It may also include pre-treatment, spot treatment, deodorising, stain reduction, and the use of professional drying equipment. Any additional work requested on the day will only be carried out if it is safe, practical, and agreed by both parties, including any revised pricing that may result.

1. Booking Process

All bookings are subject to availability and our confirmation. A request for an appointment does not create a binding contract until we have accepted the booking and provided confirmation of the date, approximate time, and scope of work. We may ask for information necessary to assess the job, including the type and size of the carpeted areas, the condition of the materials, access requirements, water and power access, and whether there are any known stains, pets, odours, or special handling needs.

When booking a carpet cleaner or carpet cleaning appointment, you must provide accurate and complete information. If details supplied by you are incomplete or inaccurate and this affects the service, we may revise the price, alter the planned duration, or, where appropriate, cancel the booking without liability for any resulting delay or inconvenience. You are responsible for ensuring that the premises are ready for cleaning at the agreed time, including moving small personal items and securing fragile objects if required.

Unless otherwise stated, our quotations are based on the information you provide before attendance. A quote may change if the actual work differs from what was described, if access is more difficult than expected, or if the carpet condition requires additional products, time, or equipment. We reserve the right to decline any booking where we believe the requested work is unsuitable, unsafe, or beyond the scope of our equipment or training. Acceptance of a quote is not acceptance of a booking until confirmed by us.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care when carrying out all carpet cleaning services. However, the success of cleaning treatments can depend on factors outside our control, including carpet age, previous cleaning history, fibre composition, dye stability, hidden damage, and pre-existing wear. We may advise that some marks or odours are unlikely to be fully removable, and such assessments are made in good faith based on the information available at the time.

You must tell us before work starts about any pre-existing damage, loose seams, delicate materials, shrinkage concerns, hidden stains, underfloor heating, or special manufacturer instructions. If you do not disclose relevant information, we will not be responsible for adverse outcomes that could reasonably have been avoided. We may refuse to clean items or areas where we believe the risk of damage is unacceptably high or where the carpet appears unsafe to treat.

It is your responsibility to ensure that the work area is reasonably accessible and that children, pets, and vulnerable persons are kept away from the immediate cleaning area during service. We may ask you to remove furniture, ornaments, and obstructions in advance or to assist with moving items if that has been agreed. If we are unable to start or complete the service because access has not been prepared as agreed, a call-out or wasted visit charge may apply.

3. Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless we agree a different arrangement in writing, payment is due immediately on completion of the service. We may require a deposit, part-payment, or full advance payment for larger jobs, repeat appointments, or bookings made at short notice. All prices are quoted in pounds sterling and, unless stated otherwise, include any applicable taxes.

Accepted payment methods may vary and will be confirmed in advance. If you pay by bank transfer, card, cash, or another approved method, payment must clear in full by the deadline stated on the invoice or receipt. If payment is late, we may charge reasonable costs incurred in pursuing the debt, to the extent permitted by law, and may suspend further services until outstanding sums are settled. We are not obliged to release any optional report, certificate, or follow-up appointment until payment has been made in full.

If a quotation is provided on an estimated basis, the final invoice may reflect the actual time spent, products used, or agreed additional tasks. Where extra work is needed due to circumstances not reasonably foreseeable at the time of booking, we will tell you before proceeding if practicable. If you decline the additional charge, we may complete only the work originally agreed, provided it remains safe and feasible to do so. Any discount or promotion applies only if clearly stated and only to the specific booking for which it was offered.

4. Cancellations, Postponements, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different notice period is stated in your booking confirmation, at least 24 hours’ notice is required to avoid a cancellation charge. If you cancel with less notice, or if we attend and cannot gain access, a fee may be applied to cover lost time, travel, and any preparation costs already incurred. Repeated short-notice cancellations may result in refusal of future bookings.

We may cancel or postpone an appointment due to circumstances beyond our control, including severe weather, vehicle breakdown, staff illness, dangerous site conditions, utility failure, or other events making performance impractical or unsafe. Where possible, we will offer an alternative time. Our liability in such cases will be limited to rescheduling the service or refunding any prepayment for the affected appointment, and we will not be responsible for indirect losses arising from the cancellation or delay.

If you are late opening the premises or are otherwise unavailable when we arrive, we may wait for a reasonable period before treating the appointment as a missed visit. If we cannot complete the service because of your absence or failure to prepare the premises, the booking may be cancelled and charged accordingly. We are not responsible for inconvenience caused by missed appointments where the reason is outside our control or due to information supplied by you being inaccurate.

5. Liability and Limitations

We carry out services with reasonable care and skill, but carpet cleaning involves water, detergents, extraction methods, and mechanical equipment, all of which carry some risk. To the fullest extent permitted by law, we will not be liable for loss or damage arising from pre-existing defects, hidden faults, manufacturer limitations, unstable dyes, poor carpet fitting, age-related deterioration, or any condition that would have made the damage likely even if we had exercised reasonable care.

We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Our total liability for any claim connected with the service will be limited to the amount paid or payable for the specific work giving rise to the claim, except where a different limit is required by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Where we recommend drying times, aftercare steps, ventilation, or restrictions on foot traffic, you are responsible for following those instructions. Failure to do so may affect results and could cause re-soiling, odour retention, colour migration, or other issues for which we will not accept responsibility. If a complaint is made, you must allow us a reasonable opportunity to inspect the issue and, where appropriate, attempt a remedy before any third party is engaged.

6. Waste Regulations and Environmental Handling

We will handle wastewater, used cloths, removed debris, and any contaminated materials in a lawful and responsible manner. Our Merton Carpet Cleaners service is operated in accordance with applicable UK waste, environmental, and disposal requirements. Where waste is produced during cleaning, we will store, transport, and dispose of it using appropriate methods and in line with relevant regulations and good practice.

You must not ask us to dispose of hazardous materials, sharp objects, needles, chemicals, bodily fluids, asbestos-containing materials, or other regulated waste unless we have expressly agreed in writing and confirmed that we are permitted and equipped to handle it. If such material is discovered during the work, we may stop immediately, make the area safe if reasonably possible, and request further instructions. Additional charges may apply where lawful disposal, segregation, specialist handling, or protective measures are required.

Where carpets or underlay are removed or where substantial debris is generated, responsibility for any waste beyond normal cleaning residue will be agreed before work proceeds. If the premises require specific waste handling arrangements, you must tell us before the appointment. We may refuse to transport or dispose of waste that is unlawful, unsafe, or not covered by our service scope.

7. Claims, Complaints, and Remedies

If you believe that the service has not been carried out with reasonable care and skill, you should notify us as soon as reasonably possible after the issue becomes apparent. You must allow us to inspect the relevant area and, where appropriate, to return and attempt a remedy. If a claim is valid and directly attributable to our fault, our first option will normally be re-cleaning, repair, or another reasonable corrective step, unless this is not practical or would not resolve the issue.

Any complaint should be based on evidence and provided promptly, including photographs where helpful. We may decline a claim if the area has been altered, cleaned by another party, walked on extensively, exposed to unsuitable conditions, or otherwise changed after our attendance in a way that prevents proper assessment. Claims made long after the appointment may be harder to investigate and may not be accepted if the circumstances cannot be verified.

Nothing in these terms prevents you from bringing a claim where you are legally entitled to do so. However, any remedy offered by us will be reasonable and proportionate to the circumstances, and will not exceed the limits stated in these terms unless required by law. We encourage you to raise concerns promptly so that issues can be reviewed while the relevant facts remain clear and the affected area remains available for inspection.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from or connected with them, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, subject always to any mandatory rights you may have under consumer law. If you are contracting as a business, you acknowledge that these terms form the entire agreement between the parties for the specific service booked, unless varied in writing.

If we do not enforce a right or remedy immediately, that does not mean we have waived it. A delay in enforcing any part of these terms does not prevent us from relying on that term later. Headings are included for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context requires. We may assign or subcontract parts of the work where necessary, provided the service remains within the agreed scope.

By booking with Merton Carpet Cleaners, you agree that these terms are fair, proportionate, and designed to support clear expectations on both sides. They are intended to reduce uncertainty, protect lawful interests, and ensure that every carpet cleaning appointment is approached with professionalism and transparency. If you require a written copy of these terms for your records, you should keep the version supplied at the time of booking confirmation.