Merton Park Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Merton Park Carpet Cleaners provides carpet cleaning, upholstery cleaning, rug cleaning, and related domestic or commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our technicians to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing a booking for carpet cleaning services, as they explain how we work, what is included, and the responsibilities of both parties.
In these terms, references to “we”, “us”, and “our” mean the cleaning provider trading as Merton Park Carpet Cleaners. References to “you” and “your” mean the customer, client, tenant, landlord, occupier, agent, or person authorised to request the service. These terms apply to all standard cleaning appointments, one-off deep cleans, routine maintenance cleans, stain treatment requests, and any other cleaning service agreed in writing or verbally before attendance.
This document is designed as a legal page and does not form a guide or a promotional statement. It sets out practical rules governing the booking process, pricing, access, payments, cancellations, liability, waste handling, and the applicable law. If any special arrangement has been agreed in writing and signed or confirmed by us, that written arrangement may supplement these terms, but it will not override any mandatory legal rights that cannot be excluded under UK law.
1. Booking Process
To arrange a carpet cleaner appointment, you may request a quote and proposed visit time through the channels made available by us. A booking is not confirmed until we have accepted it and, where required, received any deposit or pre-authorisation. We may ask for basic information about the property, floor types, approximate room sizes, fabric composition, access conditions, parking arrangements, and any known problem areas such as heavy staining, pet odour, or previous cleaning treatment.
When you make a booking for carpet cleaning, you must ensure that all information supplied is accurate and complete. Our quotation may be based on the details you provide, and any material change in the size, condition, or layout of the property may result in a revised price or modified scope of works. If you are booking on behalf of a landlord, managing agent, employer, or other third party, you confirm that you have authority to do so and that the payer will honour the agreed charges.
We will usually confirm the booking by message, email, or other written format. Unless expressly stated otherwise, time slots are estimates and may be subject to reasonable variation due to traffic, prior job duration, weather, equipment issues, or other operational matters. We will make reasonable efforts to attend within the booked period, but exact arrival times are not guaranteed. If access is not available on arrival, we may treat the appointment as cancelled by you and charge a cancellation fee or call-out fee where permitted by law.
2. Scope of Service and Customer Responsibilities
Our carpet cleaning service is intended to clean textile floor coverings and, where requested and suitable, selected upholstery or rugs. The outcome may vary according to the age of the fibres, level of wear, previous maintenance, type of soiling, and the presence of pre-existing damage. We do not guarantee the complete removal of all stains, odours, or marks, particularly where contamination has set deeply into the fibres or backing. Any quotation or description of results should be understood as a reasonable service expectation rather than a promise of perfection.
You are responsible for preparing the premises unless we have agreed otherwise. This may include moving small personal items, securing fragile objects, ensuring electricity and water supply where needed, and providing safe access to the rooms or areas being cleaned. We may decline to move heavy furniture, electrical items, antiques, delicate fittings, or items that could be damaged by relocation. If you request us to move items, you do so at your own risk unless we expressly agree in writing to handle them.
You must tell us in advance about hidden damage, weak carpet seams, loose tiles, underlay deterioration, pet accidents, mould, infestation, dye instability, or any prior repairs or treatments. We are entitled to refuse or limit work if we consider the condition unsafe or unsuitable for cleaning. If we believe the services should be adjusted, we may recommend an alternative treatment, reduced moisture process, or partial cleaning only. Failure to disclose relevant information may affect our liability for any resulting issue.
3. Pricing and Payments
All prices are quoted in pounds sterling unless stated otherwise. Quotes may be based on room count, square footage, item type, stain complexity, minimum call-out charge, or a combination of these factors. Where a fixed price is given, it applies only to the work described and the information supplied at the time of quoting. Additional charges may apply for heavily soiled areas, extra labour, parking charges, congestion or access issues, specialist stain treatments, out-of-hours attendance, or client-requested additions made on the day.
Payment terms will be confirmed at the time of booking. Unless we have agreed credit terms in writing, payment is due immediately on completion of the service. We may accept cash, bank transfer, debit card, credit card, or another agreed method. Any deposit, booking fee, or advance payment is non-refundable except where required by law or where we cancel the appointment and no replacement date is accepted by you. If payment is overdue, we may suspend further services and recover reasonable costs associated with collection.
If an invoice is issued, it must be paid by the due date shown on the invoice. We reserve the right to charge interest and compensation on late commercial payments in accordance with applicable law, and to recover reasonable administrative and legal costs where permitted. Customers must not withhold payment due to matters unrelated to the services actually delivered, except where a valid legal right to withhold applies. Any disputes about charges should be raised promptly and in good faith, with supporting details where available.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice, we may offer a new appointment date without additional charge. However, where cancellation occurs at short notice, we may charge a fee to cover administration, reserved time, and any non-recoverable costs. The amount of any cancellation fee will be reasonable and proportionate, taking into account the notice given and the likely loss caused by the cancellation.
If our technician arrives and cannot complete the job because access is denied, the property is unsafe, essential information was withheld, payment terms have not been agreed, or the customer is absent without prior arrangement, we may treat the visit as a late cancellation or failed appointment. In such cases, we may charge the full or partial fee that would reasonably reflect the time and expense incurred. We are not responsible for delays or missed appointments caused by events beyond our control, including severe weather, accidents, road closures, or supplier failures.
If we need to cancel or reschedule, we will contact you as soon as reasonably practicable and offer an alternative appointment where possible. Our liability for inconvenience caused by cancellation is limited to the amount paid for the affected service, except where mandatory law provides otherwise. We are not liable for indirect loss caused by a rearranged appointment, such as missed business use, lost rent, or delays in moving, unless such loss is expressly accepted by us in writing.
5. Liability, Damage, and Limitations
We will exercise reasonable skill and care in carrying out Merton Park carpet cleaning services. However, some carpets, rugs, and fabrics may be vulnerable to shrinkage, dye bleed, pile distortion, browning, watermarking, or latent defects that only become apparent during or after cleaning. Natural fibre products, handmade items, loose-laid coverings, aged textiles, and carpets with previous water damage carry additional risk. By booking, you acknowledge that cleaning is not risk-free and that some outcomes may be unavoidable despite proper care.
We are not liable for pre-existing defects, wear and tear, hidden damage, structural faults, weak seams, fibre instability, insect infestation, mould, or damage caused by unsuitable product instructions supplied by the manufacturer or by a third party. We are also not liable for damage arising from the customer’s failure to disclose relevant issues, to provide safe access, or to remove prohibited items. If we cause proven direct damage through negligence, our liability will be limited to the lesser of the cost of repair or replacement of the affected item, or the price paid for the specific service, subject to applicable 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 or limited under UK law. We do not exclude liability for breach of rights that cannot be excluded by statute in consumer contracts. Any claim must be notified to us within a reasonable time after the issue is discovered, with photographs or other evidence where appropriate, so that we can assess the matter and, where suitable, inspect the item or area concerned.
6. Waste Regulations and Disposal
In carrying out cleaning services, we may generate waste such as used cloths, filters, empty containers, packaging, vacuum waste, residue from spot treatments, and recovered debris. We will handle waste in accordance with applicable UK environmental and waste management requirements, including safe disposal practices and reasonable efforts to minimise environmental impact. Our team may separate reusable materials from general waste where practical, and we may retain or dispose of waste only in a lawful and responsible manner.
You must not ask us to dispose of hazardous, clinical, chemical, or contaminated materials unless we have expressly agreed and are legally able to do so. This includes needles, biohazards, asbestos-related debris, solvents, paint, oils, bodily fluids beyond ordinary spot cleaning, and other regulated waste streams. If such material is discovered on site, we may suspend work, leave the area untouched, or require specialist handling at additional cost. The customer remains responsible for identifying and arranging any disposal that falls outside the ordinary scope of carpet or upholstery cleaning.
Where we remove waste from the property as part of the service, ownership of that waste transfers to us only to the extent lawful and only for the purpose of disposal or treatment. You agree that you will not recover disposed materials or request that we transport items in breach of the law. If a site contains prohibited substances or unsafe waste, we may report the matter to the appropriate authority if required by law or where necessary to protect health and safety.
7. Complaints, Inspection, and Remedial Work
If you believe the service has not been delivered with reasonable care, you should notify us as soon as possible after completion. We may ask to inspect the affected area before any cleaning, repair, or replacement is carried out by a third party, because external work can make assessment more difficult. Where a valid issue is identified, our preferred response may be a re-clean, a partial refund, or another proportionate remedy at our discretion, provided this is reasonable and lawful in the circumstances.
Complaints relating to staining, odour, or cleaning results must be raised promptly and with relevant detail. Some results may improve as carpets dry, and we may need to allow sufficient drying time before assessing the final finish. We are not responsible for claims based solely on subjective preference where the work was carried out in line with the agreed specification and with reasonable care. Any right to a remedy does not extend to areas not included in the original booking or to problems caused after completion by the customer, tenants, visitors, or contractors.
Nothing in this clause reduces your statutory rights as a consumer. If you are contracting in the course of business, you confirm that you have authority to agree these terms and that any inspection or complaint process will be carried out by a person with suitable knowledge of the relevant premises and contents. We may retain records, photographs, and job notes for reasonable periods to help resolve disputes and to meet legal or insurance obligations.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in another part of the UK, any mandatory protections available to you under the law of your home jurisdiction may still apply where required by law. Nothing in these terms affects any rights that cannot be excluded under applicable consumer legislation.
Any dispute shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, although we may choose to resolve a matter through negotiation, written correspondence, mediation, or another lawful alternative dispute resolution process before court proceedings are started. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.
By instructing Merton Park Carpet Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a fair and clear framework for the provision of carpet cleaning services and related work, while preserving the rights and protections required by UK law. We may update these terms from time to time, and the version in force at the time of booking will normally apply unless a change is required by law.
