Manor House Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Manor House Carpet Cleaners supplies domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are designed to make the service clear, protect both sides, and explain what you can expect from a carpet cleaning service carried out in a professional and lawful manner.
In these Terms, references to “we”, “us”, and “our” mean Manor House Carpet Cleaners, and references to “you” or “the customer” mean the person requesting or paying for the service. These terms apply to carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and any related cleaning work we agree to carry out. If any special arrangements are made in writing, those arrangements will apply only to the extent stated and will not override these Terms unless we clearly confirm that in writing.
We reserve the right to decline or suspend a booking where access, safety, payment history, property conditions, or legal compliance issues make it unreasonable or unsafe to proceed. The purpose of these terms is not to create unnecessary formality, but to ensure that every carpet cleaning appointment is handled fairly, safely, and with realistic expectations about the result, the timing, and any limitations of the work.
1. Booking Process
A booking is considered requested when you submit an enquiry, accept a quotation, or otherwise ask us to attend your property. A booking is confirmed only when we have accepted the request and agreed a date, approximate arrival window, and scope of work. Any quotation we provide is based on the information available at the time and may change if the condition of the carpets, the size of the area, the level of soiling, or access arrangements differ from what was described.
We may ask for photographs, room measurements, fibre information, stain details, or other relevant information before confirming the service. This helps us assess the correct equipment, cleaning method, and drying expectations. If the condition of the carpet or surrounding area requires additional work, such as pre-treatment, stain-specific processes, or moving more items than originally discussed, we will normally explain the revised scope and any change in price before starting.
It is your responsibility to ensure that the property is accessible at the agreed time and that there is a suitable path to the areas to be cleaned. You must also let us know about any special requirements, such as parking restrictions, lift access, security procedures, pet arrangements, or fragile flooring. If access is delayed or impossible due to information you did not provide, this may result in waiting charges, rescheduling, or cancellation fees.
We aim to provide a reliable Manor House carpet cleaning service, but all arrival times are estimates rather than guarantees. Delays may occur due to traffic, prior jobs taking longer than expected, equipment issues, or circumstances beyond our control. We will use reasonable efforts to keep you informed where possible. Booking a time slot does not guarantee that the exact minute will be met, although we will seek to arrive within the agreed window.
2. Payments and Charges
Unless agreed otherwise, payment is due on completion of the work on the same day. We may accept bank transfer, card payment, or another agreed method. Any booking deposit, where requested, is used to reserve the appointment and may be non-refundable except where the law requires otherwise. If an invoice is issued, the payment deadline will be shown on that invoice and must be followed.
All prices are stated in pounds sterling unless otherwise agreed. Quotes are normally based on standard domestic conditions and may exclude exceptional circumstances. Additional charges may apply where there are heavy stains, pet contamination, odour treatment, repeated treatment requests, excessive furniture moving, out-of-hours work, or any other condition not reasonably included in the original scope. We will try to explain such charges before starting, but where unforeseen issues arise during the cleaning process, a revised price may be necessary.
You must ensure that the person authorised to pay is available at the time of completion. Where payment is not made when due, we may charge reasonable recovery costs and interest where lawful. We also reserve the right to withhold any non-essential follow-up service, report, or aftercare arrangement until payment has been received in full. Any discount or promotional offer applies only as stated and may be withdrawn if the booking changes materially.
If we have agreed to collect payment after an inspection or on account for a business customer, late payment terms will be those stated on the invoice or in the written agreement. Nothing in these Terms prevents us from asking for a deposit, a part-payment, or proof of payment method before attending where that is reasonable in the circumstances. All charges include only the work we have expressly agreed to perform.
3. Cancellations, Rescheduling, and Missed Appointments
If you need to cancel or change your appointment, please give us reasonable notice. Cancellations made with sufficient notice may be accepted without charge, depending on the circumstances of the booking and any costs already incurred. Where short-notice cancellation causes us to lose a reserved time slot, we may apply a reasonable cancellation fee to cover admin, travel planning, and lost business time.
If our team arrives and cannot gain access, is refused entry, or is unable to proceed because the property is not ready, this may be treated as a missed appointment. In such cases, the full call-out fee, a deposit, or a reasonable proportion of the agreed charge may be retained or invoiced. This includes situations where furniture has not been moved as agreed, parking prevents access, utilities needed for the work are unavailable, or the condition of the premises is materially different from what was described.
We may reschedule or cancel a booking where there are safety concerns, equipment faults, staff illness, severe weather, or other matters outside our control. If we cancel for reasons within our control, we will either offer a new appointment or refund any prepaid amount for the cancelled portion of the service. We will not be responsible for indirect loss caused by a cancellation, except where liability cannot legally be excluded.
Where you reschedule rather than cancel, we will usually try to accommodate the new date, but repeated changes may be treated as cancellation if they become disruptive or impractical. Our aim is to keep the process straightforward, but carpet cleaning bookings depend on time, labour, and equipment allocation, so last-minute alterations have a real operational cost. A fair cancellation policy protects both the customer and the service provider.
4. The Service, Customer Responsibilities, and Site Conditions
We will carry out the agreed cleaning service with reasonable care and skill, using methods suitable for the carpet fibres and the conditions present on the day. However, the customer remains responsible for providing accurate information about the carpet type, previous treatments, known stains, dye instability, water damage, moth damage, underfloor heating, and any other factor that may affect cleaning outcomes. If such information is incomplete, we cannot accept responsibility for results limited by those undisclosed conditions.
You must remove or secure valuables, fragile items, and personal belongings before we begin. Unless we specifically agree to move items, we may clean around furniture but will not be responsible for shifting heavy, fixed, or delicate items. If we agree to move light furniture, this is done at your risk unless any loss or damage is caused by our negligence. We may refuse to move items we consider unsafe, too heavy, or likely to damage flooring or property.
We may use water, detergent, and mechanical extraction equipment that can leave carpets damp for a period after treatment. Drying times vary and cannot be guaranteed. Proper ventilation and normal heating may help drying, but results depend on fibre type, room temperature, airflow, humidity, and carpet condition. We do not guarantee complete stain removal, particularly where stains are old, set-in, chemically altered, or caused by substances that permanently affect the fibre or dye.
Where odour, pet contamination, or biohazard-related issues are identified, we may decide that specialist treatment or referral is necessary. In such cases, we are not obliged to continue with a standard cleaning if doing so would be unsafe, ineffective, or likely to worsen the condition. Any decision to stop work part way through will be explained where possible, and charges may apply for time already spent and any materials used.
5. Liability and Limitations
We will use reasonable care and skill in performing our services, and we are responsible for loss or damage caused by our proven negligence, subject to the limitations set out in these Terms and any rights you have under law. We are not responsible for pre-existing damage, wear and tear, hidden defects, colour loss caused by unstable dyes, fibre shrinkage resulting from manufacturing issues, or deterioration linked to age, previous improper cleaning, or unsuitable carpet construction.
Because carpet cleaning can reveal defects that were previously hidden by dirt, we are not liable for issues that become visible once the carpet is cleaned, such as worn patches, faded areas, loose seams, crushed pile, or existing staining that had been masked. Likewise, we are not liable for damage caused by incorrect care after the service, including premature replacement of furniture, insufficient drying, lack of ventilation, or use of harsh cleaning products by others after we have completed the work.
To the fullest extent permitted by law, we exclude liability for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience resulting from delay or disruption. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. If damage occurs due to our fault, our liability may be limited to repairing the damage, replacing the affected item, or paying a reasonable sum not exceeding the price of the service, whichever is appropriate in the circumstances and permitted by law.
Any claim must be raised within a reasonable time after the service is completed or the issue is discovered. You should take steps to minimise further damage, such as avoiding use of the affected area or following aftercare instructions. Failure to do so may affect any claim. This section does not remove your statutory rights as a consumer under applicable UK law.
Where we collect or dispose of waste arising from the service, including removed debris, packaging, protective materials, or waste water and residue generated by the cleaning process, we will do so in line with applicable waste regulations. We will not knowingly dispose of waste in a manner that breaches environmental, water, or local authority requirements. Any special disposal needs, such as contamination-related waste or commercial-site waste, may involve additional charges and separate handling arrangements.
You are responsible for telling us if the waste to be handled may be contaminated, hazardous, or subject to special controls. This includes substances such as bodily fluids, chemicals, mould-affected material, sharps, or other regulated waste. We may refuse to handle any material we reasonably believe is unsafe or unlawful to transport, store, or dispose of without specialist procedures. Where a site is subject to internal waste rules, you must make those rules known in advance.
If our work creates a waste stream that must be segregated or taken away, we may use licensed carriers, authorised disposal points, or other lawful methods appropriate to the type of material involved. Nothing in these Terms requires us to breach environmental legislation or accept liability for inaccurate information supplied by the customer about the nature of waste on site. Our commitment is to handle waste responsibly and lawfully, with reasonable care for health and environmental protection.
7. Complaints, Force Majeure, and General Provisions
If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so we have a fair chance to inspect, investigate, or correct the issue. We may ask for photographs, an explanation of the problem, or access to the affected area. Complaints that are raised promptly are easier to assess, especially where drying, lighting, or traffic through the room may affect appearance after cleaning.
We are not responsible for failure or delay caused by events beyond our reasonable control, including extreme weather, road closures, accidents, flooding, power loss, supply interruptions, labour disruption, or equipment failure outside our control. If such an event prevents us from performing the service on time or at all, we will contact you where practicable and arrange a new appointment or refund any prepaid sum for the undelivered portion of the work.
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 the law requires otherwise. If any part of these Terms is found to be unenforceable, the remaining parts will continue to apply. No failure by us to enforce any provision will be treated as a waiver of that provision unless we confirm this in writing.
These Terms and Conditions are governed by the law of England and Wales. Any dispute arising from the service, booking, payment, or liability shall be dealt with under that law and, where required, in the courts of England and Wales. By booking a service with Manor House Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms as the basis of the contract between us and you.
