Terms and Conditions for Lower Morden Carpet Cleaners

These Terms and Conditions set out the basis on which Lower Morden Carpet Cleaners provides domestic and commercial carpet cleaning services, along with related upholstery, rug, stain-treatment and fabric-care services. By making a booking, the customer agrees to be bound by these terms. If the customer is booking on behalf of a landlord, tenant, business, managing agent or other party, that person confirms they have authority to agree to these terms for the property or premises concerned.

For the purposes of these terms, references to “we”, “us” and “our” mean the carpet cleaning service provider trading as Lower Morden Carpet Cleaners. References to “you” and “your” mean the customer, client, or person accepting the quotation and arranging the work. These terms apply to all quotations, bookings, attendance, cleaning operations, and any follow-up activity connected with the service.

Our service is provided in a professional manner, with reasonable care and skill, using equipment and cleaning agents selected for the relevant surface and soil condition. However, cleaning results can vary depending on the age, fibre type, pre-existing damage, staining, previous cleaning history, wear patterns, and the general condition of the item or area being treated. No guarantee is made that every stain, mark, or odour will be fully removed.

Booking Process

A booking may be requested by telephone, email, online form, messaging platform, or any other method we make available from time to time. A quotation may be provided before the visit, but it is usually based on the information supplied by the customer, including the size of the area, the type of material, the level of soiling, access conditions, and any special requirements. If the details later prove inaccurate or incomplete, we may revise the price, scope, or timing of the work before commencing.

Once a booking has been agreed, we may issue a confirmation setting out the date, estimated arrival period, service type, and any assumptions on which the quotation was based. It is your responsibility to check the confirmation carefully and notify us promptly if any part is incorrect. We reserve the right to refuse or reschedule any booking if access is unsafe, if the site conditions differ materially from the description given, or if the requested work is unsuitable for the equipment or methods available.

Preparation and Access

You must ensure that the property or premises are ready for work at the agreed time. This includes providing reasonable access to the cleaning area, moving fragile or valuable items where appropriate, and ensuring that water, electricity, and ventilation are available if required for the service. Unless otherwise agreed in writing, furniture moving, dismantling, and reassembly are limited to lightweight and easily movable items. Heavy, fixed, or specialist items are excluded unless specifically included in the quotation.

You are responsible for advising us in advance of any known hazards, including but not limited to loose flooring, electrical faults, asbestos concerns, contamination, excessive damp, pet waste, mould, infestation, or structural issues. If we identify a hazard that was not disclosed and that affects our ability to carry out the work safely, we may pause or cancel the service and charge for time already spent and reasonable costs incurred. The customer shall remain responsible for securing permission from landlords, occupiers, freeholders, or managing agents where necessary.

Where parking charges, congestion fees, permit requirements, or restricted access costs apply, these must be disclosed in advance wherever possible and may be added to the invoice if incurred during attendance. Failure to provide suitable access, parking, or loading arrangements may lead to delays, reduced service time, or cancellation treated as late notice by the customer.

Payments

Unless agreed otherwise, payment is due on completion of the service on the day of attendance. We may accept cash, bank transfer, card payment, or another method communicated at the time of booking. For business customers or larger projects, we may require a deposit, partial advance payment, or payment terms stated on the invoice. Where a deposit is taken, it forms part of the total price and is non-refundable except where cancellation is made by us or where otherwise required by law.

All prices are quoted in pounds sterling and, unless stated, may be subject to VAT where applicable. Quotations are based on the information available at the time and may change if the work required is more extensive than expected, if extra rooms or items are added, or if additional treatment is requested during the appointment. If the revised price is not accepted, we may complete only the originally agreed work, if possible, or stop work without liability for any loss caused by the refusal.

If payment is not made when due, we reserve the right to charge reasonable recovery costs, interest, or late-payment charges to the extent permitted by law. Title to any goods or materials supplied as part of the service does not pass until full payment has been received. We are not obliged to provide a receipt, invoice copy, or completion certificate more than once, though reasonable copies may be supplied on request.

Cancellations and Rescheduling

You may cancel or reschedule a booking, but you should do so as early as possible. Cancellations made with sufficient notice may incur no charge, while cancellations made at short notice may be subject to a fee to cover reserved time, travel preparation, and associated administrative costs. If the cancellation is made after we have already arrived at the premises, a call-out charge or minimum service charge may apply.

We may also cancel or reschedule a booking due to staff illness, vehicle failure, severe weather, safety concerns, equipment malfunction, or any event beyond our reasonable control. In such cases, we will aim to offer an alternative appointment. Our liability for cancellation will be limited to refunding any sums paid in advance for work not carried out, and we will not be responsible for consequential losses, missed appointments with third parties, or inconvenience arising from the change.

If the customer is unable to provide access at the agreed time, or if the premises are not ready for work, the booking may be treated as a late cancellation. In that event, we may charge a fair fee based on time lost, travel, and preparation. Repeated failure to keep appointments may result in refusal of future bookings.

Service Standards and Limitations

We will perform the service with reasonable care and skill using methods considered suitable for the item or surface being treated. The customer acknowledges that some materials, particularly delicate fibres, natural fabrics, antique items, or previously damaged surfaces, may react unpredictably to cleaning. Colour fastness, shrinkage, pile distortion, watermarking, dye bleed, and fibre weakening can occur even where appropriate methods are used. Lower Morden Carpet Cleaners does not accept responsibility for inherent defects, pre-existing wear, or faults that are not caused by our negligence.

We may decline to clean an item if, in our professional opinion, it is too fragile, too damaged, or otherwise unsuitable for treatment. If an item is cleaned after the customer instructs us to proceed against our recommendation, the customer accepts the associated risk. Any protective treatment, stain guard, deodorising, or sanitising service is provided without guarantee unless expressly stated in writing.

Our staff may refuse to carry out work that they reasonably believe would be unsafe, unlawful, or likely to cause damage. We may also stop the service if abusive behaviour, threats, harassment, or unreasonable interference occurs. In such circumstances, any sums due for work already completed or time reserved may remain payable.

Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability to you for any claim arising out of or in connection with the service shall be limited to the amount paid or payable for the specific service giving rise to the claim. We shall not be liable for indirect, incidental, special, or consequential loss, loss of profit, loss of business, or loss of opportunity.

Any claim for damage, loss, or dissatisfaction must be notified to us within a reasonable time and, where practical, before the item has been moved, used, or altered after completion of the service. You must take reasonable steps to mitigate any loss. We are not responsible for damage caused by hidden defects, unsuitable materials, pre-existing wear, poor installation, or failure by the customer to disclose relevant information.

Where items are left on site after treatment, they remain at the customer’s risk unless and until collection or reinstallation is part of the agreed service and has been completed. The customer is responsible for checking that carpets, rugs, and upholstery are dry before regular use, placing furniture, or laying mats, unless we have expressly confirmed otherwise. We accept no liability for damage caused by premature use, inadequate ventilation, or failure to follow reasonable aftercare instructions provided at the end of the visit.

Waste Regulations and Environmental Compliance

We will handle waste, wastewater, used consumables, and cleaning residues in accordance with applicable UK waste management and environmental requirements. Any waste generated as part of the service will be managed responsibly, and we may remove limited non-hazardous waste directly associated with the work if that is included in the service scope. We do not collect or dispose of hazardous materials unless expressly agreed and lawfully permitted.

The customer must inform us in advance if the site contains hazardous substances, body fluids, biohazards, chemical contamination, needles, sharp objects, asbestos, or any other regulated waste. Such waste is excluded from standard carpet cleaning services. If hazardous or controlled waste is discovered unexpectedly, we may stop work immediately and require the customer to arrange lawful specialist removal. Any additional costs or delays arising from undisclosed waste remain the customer’s responsibility.

Where we use detergents, stain removers, or protective treatments, we aim to select products suitable for the surface and to use them in a responsible manner. The customer should keep children and pets away from treated areas until dry and should ventilate the room where practical. Packaging, empty containers, and used materials may be disposed of or retained by us in line with our internal procedures and environmental obligations.

Customer Obligations

You are responsible for ensuring that the information you give us is accurate and complete. This includes the condition of the carpet or fabric, any prior treatment, known stains, allergies, sensitivities, access issues, and any special instructions. If you fail to disclose relevant information and this affects the service outcome, any resulting limitations will not be treated as a breach by us.

You must keep children, pets, and unauthorised persons away from the work area while the service is in progress. You should also remove or protect items that may be affected by moisture, detergent mist, or movement. If we move light items to access the area, we will take reasonable care, but it remains your duty to secure valuables, electrical equipment, jewellery, paperwork, and delicate objects beforehand.

Lower Morden Carpet Cleaners may take photographs before, during, or after the service for internal records, quality control, or evidential purposes in the event of a complaint. Such images will be handled in accordance with applicable data protection law. We will not use customer images for marketing without appropriate consent where consent is required.

Changes to Terms

We may update these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will normally apply to that booking, unless a change is required by law or is agreed between the parties. If any term is found to be invalid or unenforceable, the remainder will continue in full force and effect.

Force majeure applies where we are prevented from performing the service by events beyond our reasonable control, including but not limited to fire, flood, epidemic, industrial action, transport disruption, utility failure, governmental restriction, or severe weather. In such circumstances, performance will be suspended for as long as the event continues, and we will not be liable for delay or non-performance caused by that event.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If you are a consumer, you retain any rights granted to you under applicable consumer protection legislation, and nothing in these terms is intended to reduce those rights.

Entire agreement means that these terms, together with any written quotation or booking confirmation, represent the whole agreement between the customer and Lower Morden Carpet Cleaners in relation to the service booked. Any variation must be agreed in writing or clearly confirmed by us in the course of arranging or carrying out the work. Verbal statements not recorded in the booking confirmation may not be relied upon if they conflict with these terms.

Severability and no waiver apply as follows: if any part of these terms is found unenforceable, the rest will remain effective; and if we do not insist on strict performance of any term on one occasion, that does not mean we waive our right to do so later. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions in full.