Merton Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Merton Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, requesting a quotation or allowing our operatives to carry out work at your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any services.

1. Definitions

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

Client means any individual, business or organisation that makes a booking or otherwise engages Merton Carpet Cleaners to provide services.

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

Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of soft furnishings, and any other related services agreed in writing between the Company and the Client.

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

Operative means an employee, contractor or representative of the Company who attends the Premises to provide the Services.

2. Scope of Services

The Company provides professional carpet and upholstery cleaning and related services within its stated operating area. The exact nature, extent and price of the Services will be confirmed at the time of booking, based on the information supplied by the Client.

The Company reserves the right to refuse work that falls outside its usual service offering, that is unsafe, or that in the reasonable opinion of the Company cannot be completed to an acceptable standard. Any additional work requested on site that is not included in the original booking may be subject to extra charges and will only be carried out with the Client’s consent.

3. Booking Process

Bookings can be requested by the Client via the Company’s chosen communication channels as published from time to time. The Client will be asked to provide accurate information about the Premises and the work required, including property type, access details, areas to be cleaned, and any particular concerns such as severe soiling, staining or damage.

All bookings remain provisional until confirmed by the Company. Confirmation may be given verbally or in writing. The Company may request photographs, videos or additional information to provide a more accurate quotation and to assess the suitability of the job.

The Client is responsible for ensuring that the information provided is complete and correct. If on arrival it becomes apparent that the information given was materially inaccurate or incomplete, the Company may adjust the price, alter the scope of Services, or decline to carry out the work. In such cases, a call-out or cancellation charge may apply.

The Company will allocate a date and time window for the provision of the Services. Any times given for arrival or completion are estimates only and may be subject to change due to traffic, earlier jobs overrunning or unforeseen circumstances. The Company will use reasonable efforts to keep the Client informed of any significant delays.

4. Client Obligations

The Client must ensure that the Premises are accessible at the agreed time, that sufficient parking is available for the Operative’s vehicle, and that there is a suitable water and electricity supply as required for the Services. Any parking charges or access fees incurred will be payable by the Client.

The Client must remove small items, fragile objects, valuables and personal belongings from the areas to be cleaned before the Operative arrives. The Company is not responsible for moving heavy furniture, electrical equipment or other large items unless expressly agreed in advance.

The Client should inform the Company of any known risks at the Premises, including but not limited to damaged flooring, loose carpets, weak or unstable furniture, electrical hazards, or previous attempts at cleaning using strong chemicals. The Client is responsible for supervising children, pets and vulnerable persons while Services are being carried out.

5. Pricing and Quotations

Prices are based on the information provided by the Client, the size and condition of the areas to be cleaned, and the type of cleaning required. Quotations may be given as a fixed price or an estimate depending on the circumstances.

Where a quotation is given as a fixed price based on accurate descriptions or measurements, the price will be honoured unless the scope of work changes or undeclared issues are discovered on site. Where an estimate is given, the final price may vary, and the Company will advise the Client of any material change before proceeding where reasonably practicable.

The Company reserves the right to revise prices from time to time. The price applicable to a particular booking will be the price agreed with the Client at the time the booking is confirmed.

6. Payments and Deposits

Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services, depending on the nature of the work and the Client’s status.

Where a deposit is required, the booking will not be considered secure until the deposit has been received by the Company. Deposits may be non-refundable or partially refundable in accordance with the cancellation terms set out in these Terms and Conditions.

Payment methods accepted will be those specified by the Company from time to time. The Client must ensure that payment is made in full in accordance with the agreed payment terms. The Company reserves the right to withhold or suspend Services in the event of late or non-payment and to charge reasonable costs associated with debt recovery.

For business and commercial Clients, additional credit arrangements may be agreed at the Company’s discretion. Where an invoice is issued with payment terms, interest may be charged on overdue amounts in accordance with applicable law.

7. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice to the Company. The amount of notice required and any applicable charges will depend on the timing of the cancellation.

If the Client cancels or reschedules with more than 48 hours’ notice before the scheduled start time, any deposit paid may be refunded or transferred to a new booking at the Company’s discretion.

If the Client cancels or reschedules with less than 48 hours’ notice, the Company may retain all or part of any deposit paid and may charge a late cancellation fee to cover lost time and costs incurred. If the Operative has already attended the Premises or is en route when the booking is cancelled, a full or partial call-out fee may apply.

Where the Client fails to provide access to the Premises at the agreed time, or where the job cannot proceed due to circumstances within the Client’s control, this will be treated as a late cancellation and the relevant charges will apply.

The Company reserves the right to cancel or reschedule a booking at any time where it is unable to provide the Services due to staff illness, vehicle breakdown, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will offer an alternative appointment or a refund of any deposit paid, and this will be the full extent of its liability.

8. Service Standards and Limitations

The Company will use reasonable care and skill in providing the Services and will use professional cleaning equipment and products appropriate for the job. However, the Client acknowledges that certain types of staining, wear, damage or discolouration may not be fully removable, and no guarantee is given that any particular stain or mark will be eliminated.

Results may vary depending on carpet or fabric type, age, previous cleaning methods, and the nature of the soiling. Shrinkage, dye migration or texture changes can occasionally occur, especially where items were not originally manufactured or installed in accordance with industry standards. The Client accepts that there is an inherent risk in cleaning some textiles and floor coverings, and the Company will not be liable for damage arising from pre-existing weaknesses, defects or inappropriate materials.

The Company’s responsibility is limited to the areas and items specifically included in the booking. The Operative will not be responsible for cleaning areas that are inaccessible or unsafe to reach, such as high-level fittings or items behind fixed structures, unless agreed otherwise.

9. Liability and Insurance

The Company maintains liability insurance appropriate for its business activities. The Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the Services provided or the amount covered by its insurance, whichever is lower.

The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of opportunity or loss of goodwill. The Company shall not be liable for any loss or damage that arises from information supplied incorrectly by the Client or from the Client’s failure to comply with these Terms and Conditions.

The Client must inspect the work upon completion and raise any concerns or complaints within a reasonable period, and in any event no later than 48 hours after the Services have been provided. The Company will investigate any complaint and, where appropriate, may offer to re-clean or otherwise rectify the issue as a full and final resolution.

Nothing in these Terms and Conditions limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or for fraud.

10. Health, Safety and Access

The Company is committed to operating in a safe and responsible manner. The Client must ensure that the Premises are safe for the Operative to work in and that access routes are clear. If the Operative considers that the conditions at the Premises are unsafe or unsanitary, they may refuse to proceed with all or part of the work, and a call-out charge may apply.

The Client must not ask the Operative to undertake tasks outside the agreed scope of work or that may compromise their safety. The Operative may take reasonable breaks as required by health and safety guidelines, especially where work is physically demanding or prolonged.

11. Waste Handling and Regulations

The Company will comply with relevant waste and environmental regulations in the course of providing the Services. Where the cleaning process generates waste such as extracted dirty water, used solutions or removed debris, the Company will dispose of this waste in a manner consistent with good practice and legal requirements.

Where practical, waste water will be discharged via suitable drains or designated disposal points at the Premises, in accordance with local regulations. The Client agrees to permit the use of appropriate internal or external drainage points for this purpose, provided it is lawful and safe to do so.

The Client must inform the Company if any hazardous substances or contaminated materials are present at the Premises. The Company is not licensed to handle hazardous waste unless expressly stated, and reserves the right to decline any work involving asbestos, chemical contamination, bodily fluids or other regulated materials. Additional charges may apply where special handling, equipment or disposal arrangements are required.

12. Damage to Property and Items

The Client is responsible for securing valuables, fragile items and personal possessions before the Services begin. While the Operative will take reasonable care when working at the Premises, the Company is not liable for normal wear and tear or for damage to items that the Operative has not been asked to move or handle.

If any damage is alleged to have been caused by the Company, the Client must report it as soon as possible and provide reasonable evidence. The Company may arrange an inspection and, where appropriate, may offer repair, replacement, or a financial contribution, subject to the limits of liability set out in these Terms and Conditions.

13. Guarantee and Complaints

The Company aims to deliver a high standard of service. If the Client is not satisfied with any aspect of the Services, they should contact the Company promptly with details of the concern.

Where a valid complaint is received within a reasonable time frame, the Company may at its discretion arrange a re-clean of the affected area or take other remedial action. This will generally be considered the full extent of the Company’s responsibility, subject to applicable law.

14. Privacy and Data

The Company will collect and process personal data from the Client for the purposes of handling enquiries, bookings, providing Services and managing accounts. The Company will take reasonable steps to keep this information secure and will not share it with third parties except where necessary to deliver the Services, comply with the law, or with the Client’s consent.

15. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that booking. Updated terms may be made available via the Company’s usual communication methods.

16. 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 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 their subject matter, save that consumers may have additional rights to bring proceedings in their local courts as provided by applicable law.

17. Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which will continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation of booking provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.