Morden Park Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Morden Park Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, the customer confirms that they have read, understood and agreed to these terms. The aim of this page is to keep the rules clear, fair and practical so that both the customer and the carpet cleaning service know what to expect before, during and after the appointment.

In these terms, references to “we”, “us” and “our” mean the carpet cleaning provider trading as Morden Park Carpet Cleaners. References to “you” and “your” mean the customer or person arranging the service. These terms apply to all standard carpet cleaning, stain treatment, deodorising, upholstery-related add-ons where agreed, and any other cleaning service confirmed in writing or by booking record.

We may update these terms from time to time. The version in force at the time of your booking will usually apply to that booking, unless a change is required by law or to reflect a safety, insurance or operational matter. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

Bookings for Morden Park carpet cleaners are accepted only when we have sufficient details to assess the job and confirm availability. A booking request may be made by phone, email, online form or another approved method. Before confirming, we may ask for information including room sizes, carpet type, access conditions, parking restrictions, water supply, and whether the carpets are heavily soiled, damp, fragile or recently treated. This helps us allocate the correct equipment and cleaning method.

Once a booking is agreed, we will normally provide an appointment date, approximate arrival window and a summary of the service requested. A booking is only binding once we confirm it. Any quotation given before inspection is based on the information you provide and may change if the actual conditions differ materially from what was described. If a pre-clean survey is required, this will be explained at the time of booking. You are responsible for ensuring that the details supplied are accurate and complete.

2. Access, Preparation and Customer Responsibilities

On the day of service, you must ensure suitable access to the property and to all areas being cleaned. This includes providing entry at the agreed time, removing fragile items and, where possible, clearing small movable belongings from the carpeted areas. We may move light furniture where safe to do so, but we are not obliged to move heavy, fixed or specialist items. If the area is not ready, we may need to limit the work or rearrange the appointment, which could involve additional charges.

You are responsible for advising us in advance of any known risks, including underfloor heating, loose carpet fittings, colour instability, previous cleaning failures, old stains, contamination, pests, mould, sewage, pet accidents, or carpets that are in poor condition. Some carpets may be more susceptible to shrinkage, fibre distortion or colour loss. While Morden Park Carpet Cleaners will use reasonable skill and care, certain risks are inherent in cleaning aged or delicate materials, and these must be disclosed before work begins.

If the property is occupied by tenants, agents, landlords or third parties, the person making the booking confirms that they have authority to arrange the service and approve any access required. We are entitled to rely on that authority unless advised otherwise in writing before the appointment. Failure to provide access, or providing inaccurate information, may result in a cancellation fee or a wasted visit charge.

3. Payments and Pricing

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on whether VAT applies to the business structure at the time. The price normally reflects the agreed scope of work, property type, size, and any special treatment requested. Additional work requested on arrival may be charged separately and must be approved by you or your authorised representative before we proceed.

Payment terms will be confirmed when the booking is made. We may require payment in full on completion, a deposit in advance, or part payment before attendance for larger or repeat commercial jobs. Accepted payment methods may include bank transfer, debit card, credit card, cash, or another method we confirm at booking. Invoices are due immediately unless a credit period has been agreed in writing.

Late payment may result in administrative charges, interest or recovery costs to the extent permitted by law, especially where the customer is a business client. Any disputed amount must be raised promptly and in good faith. You must not withhold payment for undisputed services that have been delivered in accordance with the booking.

4. Cancellations, Rescheduling and Missed Appointments

If you need to cancel or move your appointment, please give reasonable notice. Unless we have agreed otherwise, cancellations made at short notice may incur a fee to cover time lost, scheduling disruption and travel. The amount may depend on how close the cancellation is to the appointment time and whether the slot could have been reassigned.

We may cancel or reschedule an appointment if there are operational issues, unsafe conditions, staff illness, severe weather, vehicle failure or other events beyond our reasonable control. Where possible, we will give you notice and offer a new appointment. If we have to cancel and we have already taken payment for a service not yet delivered, we will refund the relevant sum or offer a new date, depending on your preference and the circumstances.

If we attend and are unable to start because access is denied, the property is unattended where attendance was expected, the area is not ready, or the customer fails to provide essential information, the visit may be treated as a cancellation or wasted journey. In such cases, a reasonable charge may apply. We are not liable for any loss resulting from your failure to attend, respond or provide access.

5. Service Standards and Reasonable Results

Morden Park carpet cleaners will use professional equipment and commercially reasonable cleaning techniques suited to the condition of the carpet and the service agreed. However, carpet cleaning is not an exact science and results can vary depending on fibre type, age, wear, previous treatments, existing damage, stains, and contamination. Some marks may be permanent or may only fade rather than disappear completely.

We do not guarantee the removal of all stains, odours or discolouration. Certain substances, such as bleach spots, dye transfer, pet urine damage, ink, paint, rust, and long-set residues, may not respond fully to cleaning. We also cannot guarantee against re-soiling caused by hidden residues or pre-existing conditions outside our control. Where drying times are affected by humidity, ventilation or carpet thickness, these are indicative only.

If you are not satisfied with the standard of work, you must notify us within a reasonable time after completion so that we can inspect the issue. If appropriate, we may offer a re-clean or another remedy at our discretion. This does not affect any rights you may have under the Consumer Rights Act 2015 where applicable.

6. Liability and Insurance

We will exercise reasonable care and skill in carrying out the service, but our liability is limited to losses that are a foreseeable consequence of our breach or negligence. We are not responsible for indirect, incidental or consequential losses, including loss of profit, loss of rent, business interruption, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any matter that cannot lawfully be excluded.

Where damage is caused by our proven negligence, our responsibility may be limited to repair, replacement, or the cost of reinstatement, taking account of the age and condition of the item affected. We will not be liable for pre-existing faults, wear and tear, hidden defects, unstable floor coverings, loose seams, poor fitting, or damage caused by unsuitable customer instructions. Customers must tell us if any carpet is especially valuable, antique, handmade or otherwise delicate so that we can consider whether the service is appropriate.

We are not liable for damage caused by circumstances outside our control, including faults in property structure, water ingress, electrical issues, or problems arising from failure to provide accurate information. Any claim must be reported as soon as reasonably possible and supported with relevant details. You must also give us a fair opportunity to inspect the issue before making repairs or engaging third parties, unless urgent action is required to reduce further loss.

7. Waste Handling, Environmental Duties and UK Regulations

As a carpet cleaning company, we handle wastewater, contaminated residues, used materials and sometimes packaging or disposable items arising from the work. We aim to manage waste responsibly and in line with applicable UK environmental and waste regulations. This includes ensuring that waste is stored safely, transported where necessary by appropriate means, and disposed of through lawful channels. We expect customers to provide a suitable place for our team to work and to avoid instructing us to dispose of waste in a manner that would breach the law or the building rules.

You must tell us in advance if the property contains hazardous substances, biohazards, sewage contamination, sharps, clinical waste, asbestos risk, or any material requiring specialist handling. We are not obliged to remove or transport hazardous waste unless specifically agreed and lawful to do so. If such material is discovered during the visit, we may suspend the service, leave the area safe where possible, and advise that a specialist contractor is required.

Where wastewater from the cleaning process is generated, we will use reasonable care to contain and remove it appropriately. The customer remains responsible for ensuring that drains, sinks and disposal points are suitable for normal trade use. Any local property rules, building management restrictions or landlord requirements that affect waste disposal or water use should be told to us before booking so we can plan accordingly.

8. Customer Property, Keys and Personal Items

Before cleaning begins, you should remove money, jewellery, documents, electronics, medications and other valuable or sensitive items from the work area. We are not responsible for loss or damage to items left in accessible areas unless the loss is directly caused by our negligence. Where keys, fobs or access devices are provided, we will take reasonable care of them, but you should avoid leaving us with items that are not essential to the service.

If we are given authority to enter the property without the customer being present, we will use reasonable efforts to secure the premises when leaving. However, we cannot accept responsibility for pre-existing security weaknesses, defective locks, or access arrangements outside our control. If a third party is present, such as a tenant, concierge or agent, they may act only within the limits of the authority given to them by you.

Any lost property found during the service may be set aside for collection where practical. We may refuse to handle certain items if doing so would create a safety or contamination risk. Items of sentimental or unusually high value should be removed before we arrive.

9. Complaints and Dispute Resolution

We aim to deal with concerns fairly and promptly. If there is a problem with the service, you should contact us as soon as reasonably possible after the job is completed. Please provide a clear description of the issue and, where appropriate, photographs or other supporting details. This helps us assess whether a remedy, inspection or further clean is appropriate.

We may ask to revisit the property to inspect the matter before any refund or adjustment is considered. If a resolution cannot be reached informally, both parties should first attempt to resolve the dispute through good-faith negotiation. Nothing in this clause prevents either party from using the courts where necessary or seeking advice from the relevant consumer bodies.

Business customers should note that any condition of acceptance, inspection deadline or remedial process must not be treated as reducing non-excludable statutory rights where those rights apply. We prefer to resolve issues quickly and proportionately so that service can continue in a fair and professional manner.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections of your home jurisdiction may still apply where relevant, but the governing law of the contract will remain England and Wales unless another arrangement is agreed in writing and legally valid.

The courts of England and Wales will have jurisdiction over disputes, subject to any applicable consumer law that gives you the right to bring proceedings elsewhere. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any term will be effective unless confirmed by us in writing.

By booking with Morden Park Carpet Cleaners, you agree to cooperate with reasonable site requirements, provide accurate information, and respect the limits of the cleaning service. These terms are intended to create a clear, balanced agreement so that carpet cleaning work can be carried out safely, lawfully and with minimal disruption.