Mortlake Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Mortlake Carpet Cleaners supplies domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery treatment, rug cleaning, stain removal, or related work. These terms are designed to be clear, fair, and consistent with applicable consumer and business law in England and Wales, and they apply unless we agree a different arrangement in writing.
The purpose of these conditions is to explain how bookings are accepted, how payments are handled, what happens if a customer cancels or postpones a visit, and how liability is limited. They also cover the handling of waste, dirty water, and removed materials, together with the legal rules that govern the service relationship. In these terms, references to “we”, “us”, and “our” mean Mortlake Carpet Cleaners, while “you” and “your” refer to the customer or person requesting the service. The phrase carpet cleaners is used to describe our cleaning operatives and any authorised staff or contractors acting on our behalf.
A booking is only accepted once we confirm it by phone, email, text message, online form response, or other written method. Any estimate or quotation given before that confirmation is not itself a binding contract. We may ask for details about the property, floor type, access, parking, fabric composition, level of soiling, previous treatment, or any special requirements. Accurate information helps us provide the correct carpet cleaning service and allocate sufficient time, equipment, and products.
Booking Process
When you request a service, you agree to provide complete and accurate information about the items to be cleaned and any conditions that may affect the work. This includes, where relevant, the number of rooms or items, fabric type, pet contamination, mould, water damage, pre-existing stains, access restrictions, and whether electricity or water supplies are available. If the information changes after booking, you must tell us as soon as reasonably possible so that we can decide whether the original price, method, or appointment time remains suitable.
We may offer an estimated arrival window rather than a fixed minute-by-minute time. This is because travel, traffic, prior jobs, parking issues, and unexpected cleaning conditions can affect scheduling. We will use reasonable efforts to attend on time, but appointment times are not guaranteed unless expressly agreed in writing. If a cleaner is delayed, we may contact you to arrange a revised time. If access is unavailable when we arrive, we may treat the visit as a cancelled appointment and charge a cancellation fee or call-out fee where permitted by law.
The booking process may also include a pre-inspection on arrival. This allows us to verify the condition of the carpet, upholstery, or other surfaces and confirm the final scope of work. If we find that the item is unsuitable for the requested treatment, that the risk of damage is too high, or that the results cannot reasonably meet the expected standard, we may refuse to proceed or may recommend a modified method. Any such decision is made in good faith and is intended to protect your property and the quality of the carpet cleaning services.
Service Scope and Customer Responsibilities
You are responsible for preparing the area before cleaning. This includes moving small personal items, removing fragile objects, securing valuables, ensuring clear access, and advising us of hidden hazards. Unless we agree otherwise, large furniture is not included in the standard service. We may assist with light items at our discretion, but this does not create an obligation to move heavy, fixed, electrical, or hazardous objects. You must also ensure that pets are secured and that children and other occupants are kept away from wet or treated surfaces during and after the service.
We may refuse to work on surfaces that are severely worn, unstable, badly fitted, water-damaged, contaminated with hazardous materials, or at risk of colour loss or structural failure. Some stains, odours, and marks may be permanent or may reappear after cleaning due to hidden residue, prior chemical treatment, or sub-surface contamination. While our carpet cleaners use professional methods and reasonable care, no service provider can guarantee the removal of every stain or the restoration of items to a like-new condition. Any references to likely results are estimates only.
Prices may be provided as fixed rates, room-based rates, item-based rates, or hourly rates depending on the nature of the work. Where a quotation is based on a description given by you, the price may change if the actual condition or scope differs from that description. Additional charges may apply for extra rooms, unusually heavy soil, stain treatment, specialist fibres, parking charges, access difficulties, urgent bookings, or work outside normal hours if previously agreed. We will explain any material price change before continuing, where reasonably practical.
Payment terms will be confirmed at the time of booking or before work begins. Unless we agree otherwise, payment is due on completion of the service, by the method we accept at that time. We may require a deposit, part-payment, or full prepayment for larger, commercial, weekend, or urgent jobs. Where an invoice is issued to a business customer, the invoice must be paid within the period stated on it. If no period is stated, payment is due within 7 days of the invoice date. All sums are payable in pounds sterling unless otherwise agreed.
We may charge interest on overdue sums at the statutory rate permitted for commercial debts, where applicable, and may recover reasonable costs of collection. If you dispute any part of an invoice, you must tell us promptly and pay any undisputed amount by the due date. A dispute does not entitle you to withhold payment for work properly carried out. Ownership of any goods, materials, or products supplied remains with us until payment has been received in full, to the extent permitted by law.
Cancellations, Rescheduling, and Access
You may cancel or reschedule a booking by giving reasonable notice. If you cancel with sufficient notice, we will normally not charge a fee unless we have already incurred non-recoverable costs such as special product purchases, parking, or subcontracted services. If you cancel at short notice, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a cancellation fee that reflects the time reserved and costs reasonably incurred. Any fee will be proportionate and consistent with consumer law where applicable.
We may cancel or reschedule a booking if the cleaner is unable to attend due to illness, accident, vehicle failure, severe weather, unsafe conditions, lack of access, or another event beyond our reasonable control. In such circumstances, we will use reasonable efforts to rearrange the visit. We are not responsible for indirect losses caused by a change of appointment, but if we have taken payment for a service we do not provide, we will refund the relevant amount for the unperformed work.
If you are not available, or if access is blocked, we may wait for a reasonable period and then leave. The length of any waiting period depends on the schedule and the circumstances, but we are not required to remain indefinitely. You must ensure that keys, security codes, parking permissions, and building access arrangements are provided in time for the appointment. Where a service depends on water, electricity, or other facilities, you must make those available. Failure to do so may affect the quality of the carpet cleaning service or lead to cancellation charges.
We may suspend or terminate a booking if your behaviour, the condition of the property, or the nature of the work creates a safety risk, an unlawful request, or a material obstacle to completing the job. This includes threats, abuse, aggressive conduct, obstructed work areas, dangerous wiring, exposed nails, broken glass, biological contamination, or the presence of prohibited substances. Where termination occurs for safety or legality reasons, you may still be charged for work already completed and for any reasonable costs incurred up to that point.
Liability and Service Standards
We will carry out services with reasonable skill and care, using methods and products suited to the item and its condition. If we fail to do so and you suffer direct loss as a result, we will take reasonable steps to remedy the issue, re-clean the affected area, or provide a refund for the affected portion, as appropriate. However, our liability is limited to losses that are foreseeable and directly caused by our breach. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
Subject to the paragraph above, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, or damage arising from pre-existing defects, hidden faults, structural problems, incorrect fibre care, or the natural behaviour of materials after cleaning. Some carpets and fabrics may shrink, fuzz, distort, or change texture because of age, construction, prior wear, or prior treatment. We cannot accept responsibility for such pre-existing or inherent issues unless they are caused by our negligence.
Any cleaning products supplied by us remain our responsibility until applied in the normal course of the service. Once a product has been used properly on a suitable surface, results can vary depending on the item’s age and condition. We do not guarantee against colour bleed, dye transfer, browning, wick-back, seam separation, or reactions caused by prior contamination, unless such damage is directly caused by our failure to exercise reasonable care. Customers should notify us in advance of any known sensitivities, special fibres, or manufacturer warnings.
To the extent permitted by law, our total liability for any single claim arising from one booking is limited to the amount paid or payable for the relevant service, except where a higher limit is required by statute. This limit does not affect your statutory rights as a consumer. Any complaint should be raised within a reasonable time after completion of the service, with supporting details and photographs where available, so that we can inspect and consider the issue fairly.
Waste Regulations and Environmental Handling
We comply with applicable UK waste handling and environmental requirements in relation to the waste generated by our cleaning activities. This may include wastewater, collected debris, removed residues, disposable cloths, contaminated materials, and packaging. We will dispose of such waste responsibly and in accordance with relevant legal duties. Dirty water, sludge, and similar material may not be poured into drains, soil, or other places where disposal would breach environmental rules. We may use appropriate containment and disposal procedures depending on the nature of the work.
You must tell us in advance if there are materials on the property that may be hazardous, restricted, or subject to special disposal obligations, such as bodily fluids, chemicals, asbestos-containing material, sharps, or other regulated waste. We are not licensed to handle all forms of specialist hazardous waste, and we may decline such work. If waste or contamination is discovered during the service, we may stop work until it is safe and lawful to continue. Any additional disposal arrangements may incur extra charges where permitted and agreed.
Where we remove waste as part of the service, we may take it away for lawful disposal or leave it in a designated waste area if that is the agreed method. You must ensure that any waste left on site is collected, separated, and disposed of properly after our visit. We are not responsible for waste generated by third parties, by construction work, or by items not included within our service scope. Reusable materials or packaging provided by us may remain our property unless we agree otherwise.
Data, Complaints, and Governing Law
We may keep necessary records relating to bookings, invoices, service notes, and communications for legitimate business and legal purposes. Any personal data will be handled in accordance with applicable UK data protection law. If you wish to raise a complaint, you should do so as soon as possible after the service so that we can investigate while the relevant facts remain available. We aim to resolve issues fairly and promptly, but nothing in these terms prevents you from exercising any rights you may have under consumer legislation.
These terms, 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 shall have jurisdiction, although if you live in Scotland or Northern Ireland you may also have rights to bring proceedings in your local courts where mandatory law allows. If any part of these terms is found unlawful, invalid, or unenforceable, the remaining parts will continue in full force.
These Terms and Conditions are intended to reflect a professional Mortlake Carpet Cleaners service relationship while remaining practical for everyday bookings. They do not affect rights that cannot be waived by contract, and they should be read together with any written quotation, invoice, or booking confirmation. If there is any conflict between these terms and a specific written agreement signed by both parties, the written agreement will take priority to the extent of the inconsistency.
