Terms and Conditions for Morden Carpet Cleaners

These Terms and Conditions set out the basis on which Morden Carpet Cleaners provides carpet cleaning and related domestic or commercial cleaning services. By making a booking, accepting a quotation, or allowing work to begin, the customer agrees to be bound by these terms. These terms are intended to create a clear, fair, and practical agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the contract.

In these terms, references to “we”, “us”, and “our” mean Morden Carpet Cleaners, and references to “you” or “the customer” mean the person, company, or organisation requesting the service. These terms apply to all carpet cleaning bookings unless we expressly agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

Nothing in these terms is intended to affect any rights you may have under applicable consumer law. Where the customer is a consumer, these terms are to be interpreted in a way that is consistent with statutory rights. Where the customer is a business, additional obligations may apply, including responsibilities for access, authority to instruct the work, and payment within the agreed time frame.

1. Booking Process

Bookings may be made by phone, email, online form, or any other communication method we make available from time to time. A booking request does not create a binding contract until we have confirmed the appointment and, where required, received any deposit or prepayment. We may ask for details about the property, the type of carpet or textile, the number of rooms or areas to be cleaned, stain types, access conditions, parking restrictions, and any other information necessary to provide an accurate quotation and suitable service.

Once we have reviewed the information provided, we may offer a fixed quote or an estimated price. Any quote is based on the details supplied by the customer and on the assumption that the conditions at the property are as described. If, on arrival, we find that the actual condition differs materially from the information given, we may revise the price, adjust the scope of the work, or decline to proceed if the service cannot reasonably be delivered as planned. The customer is responsible for ensuring that all relevant information is correct and complete before confirming the booking.

We will use reasonable efforts to attend at the agreed time and date, but appointment times may be approximate and may be affected by traffic, weather, equipment issues, previous jobs taking longer than expected, or other operational reasons. We do not guarantee exact arrival times unless expressly stated in writing. If access is restricted, keys are unavailable, or the property is not ready for cleaning, we may treat the visit as a late cancellation or wasted appointment and charge accordingly.

2. Customer Responsibilities

The customer must ensure that the area to be cleaned is reasonably accessible and free from obstacles where possible. This includes moving small or fragile items, securing pets, and allowing sufficient access to water, electricity, and parking if required. We may assist with moving light furniture where safe and practical, but we are not obliged to move heavy, fixed, valuable, or hazardous items. The customer remains responsible for removing or protecting items of particular value or sensitivity before the cleaning begins.

3. Payment Terms

Unless otherwise agreed, payment is due immediately on completion of the service. We may accept payment by card, bank transfer, cash, or another method stated at the time of booking. For larger commercial contracts, repeat bookings, or specialist work, we may require a deposit, part-payment, or advance payment before the appointment is secured. Any deposit requested will be specified in the booking confirmation or quotation.

All prices are stated in pounds sterling unless otherwise agreed. Prices may be inclusive or exclusive of VAT depending on our business status and the nature of the service provided; where VAT applies, this will be made clear. If additional work is requested on the day, or if the actual conditions require more time, materials, or labour than originally anticipated, we may issue an updated price before proceeding. The customer must pay any undisputed amount in full without set-off or deduction unless required by law. If payment is late, we may charge interest and recover reasonable costs incurred in pursuing the debt, to the extent permitted by applicable law.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is made within a short period before the appointment, we may charge a cancellation fee to cover administrative time, reserved labour, and lost opportunity. The applicable notice period and any fee will be communicated at the time of booking or in the quotation. If no specific notice period has been agreed, we will act reasonably in assessing any charge based on the circumstances.

If we need to cancel or reschedule due to illness, equipment failure, unsafe conditions, or events beyond our control, we will notify the customer as soon as reasonably possible and offer an alternative appointment. We will not be liable for any indirect loss arising from a cancellation or delay, provided we have used reasonable care and acted fairly. If the customer fails to provide access, is not present where required, or prevents the work from being carried out, the appointment may be treated as a missed visit and charged in full or in part.

5. Service Standards and Limitations

We will carry out carpet cleaning with reasonable skill and care, using equipment and products we consider appropriate for the material and condition of the textile. However, results may vary depending on age, wear, fibre type, previous treatment, staining, colour fastness, and hidden damage. We do not guarantee that all stains, odours, marks, or signs of wear will be completely removed. Some stains may be permanent, may reappear after drying, or may respond unpredictably to cleaning methods.

The customer acknowledges that delicate, antique, untreated, or water-sensitive carpets may carry a higher risk of change in appearance, shrinkage, distortion, or colour loss. If we believe a particular item is unsuitable for cleaning, we may decline to treat it or may only proceed after obtaining the customer’s informed instruction. Any advice we give about suitability is based on visual inspection and the information available at the time, and cannot replace manufacturer guidance or specialist assessment.

Where relevant, the customer must notify us of any known allergies, sensitivities, or access needs before the appointment. Although we may use commercial cleaning agents, we cannot guarantee that any product will be completely free from allergenic effect. If the customer requires hypoallergenic or specialist products, this should be discussed in advance so that we can confirm whether they are available and suitable.

6. Liability and Insurance

We accept responsibility for direct loss or damage caused by our negligence, failure to use reasonable care, or breach of contract, subject to the limitations set out in these terms and any rights that cannot legally be excluded. If damage is caused by our work, the customer must notify us as soon as reasonably practicable and in any event within a reasonable time after discovery. We may ask for photographs, access to the affected area, and an opportunity to inspect the item or property before any repair, replacement, or compensation is considered.

Our liability will not extend to pre-existing defects, normal wear and tear, pre-existing staining, hidden damage, weak seams, colour instability, fabric shrinkage due to the item’s condition, or issues caused by inaccurate information supplied by the customer. We are not responsible for loss of income, loss of business, loss of profit, loss of opportunity, or any indirect or consequential loss, unless such exclusion is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded.

7. Waste Regulations and Environmental Handling

We aim to manage waste arising from our work in a lawful and responsible manner. This may include wastewater, used absorbent materials, packaging, disposable cloths, and any residue generated during the cleaning process. We will dispose of waste in accordance with applicable UK waste and environmental requirements and, where relevant, using appropriate disposal or recovery routes. The customer must not ask us to dispose of prohibited, hazardous, or unlawful materials as part of a standard carpet cleaning service.

If the work produces wastewater that cannot safely be discharged in the normal manner, or if specialist handling is required because of contamination, biological matter, chemicals, or other hazardous substances, we may refuse to proceed or may charge additional fees for compliant disposal. The customer is responsible for informing us in advance if the carpet or surrounding area has been exposed to substances that could affect waste handling, safety, or equipment use. We may stop work if we consider that continuing would create a risk to health, safety, or legal compliance.

Any items removed from the property during cleaning remain the customer’s responsibility unless we have expressly agreed to remove them as waste. Where we do agree to remove waste or packaging, ownership of those items transfers only when we take possession of them for disposal. The customer must not place hazardous items among ordinary waste, and must comply with any instructions we give regarding disposal arrangements.

8. Complaints, Reattendance, and Remedies

If the customer believes the service has not been carried out properly, they should notify us promptly and provide reasonable details of the issue. We may request photographs, drying time to be allowed, or a return visit to inspect the result. Many carpet cleaning outcomes can only be assessed after full drying, so complaints should allow sufficient time for the carpet to dry before conclusions are drawn. We will investigate concerns in good faith and may, at our discretion, offer a re-clean, adjustment, or other reasonable remedy where appropriate.

A reattendance or remedial visit will not be offered where the issue arises from factors outside our control, including re-soiling after completion, hidden damage, pre-existing conditions, or failure by the customer to follow aftercare advice where given. Any remedy we provide will be proportionate to the issue and will not exceed what is reasonably necessary to address the complaint. This clause does not limit rights that the customer may have under law in relation to unsatisfactory service.

9. Force Majeure

We shall not be liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control. These may include severe weather, accidents, transport disruption, fire, flood, power failure, staff illness, industrial action, government restrictions, or interruptions to supply chains. If such an event occurs, we will use reasonable efforts to resume or rearrange the service as soon as practicable.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted 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 relating to these terms, except where consumer law gives the customer the right to bring proceedings in another part of the United Kingdom.

11. General Provisions

We may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will apply to that booking unless a later version has been agreed in writing. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. If any provision is found unenforceable, that provision shall be severed to the minimum extent necessary and the remaining terms will continue in effect.

By proceeding with a booking for Morden Carpet Cleaners, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to provide a fair framework for the delivery of carpet cleaning services while preserving the rights of both parties and supporting a professional, lawful, and transparent service relationship.