Mayfair Carpet Cleaners Service Terms and Conditions
These service terms and conditions set out the basis on which Mayfair Carpet Cleaners provides professional carpet and fabric cleaning services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing access to the premises for any service, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and compliant with applicable UK consumer and commercial law. They should be read carefully before any cleaning service is scheduled.
Throughout this document, references to we, us, and our mean Mayfair Carpet Cleaners, while references to you and your mean the customer, client, or authorised representative requesting the service. These terms apply to all carpet cleaning, upholstery cleaning, stain treatment, deodorising, rug cleaning, and related services supplied by us, whether booked online, by telephone, by email, or through any other accepted method of instruction.
We reserve the right to update these terms from time to time. Any revised version will apply to bookings made after the date of publication or communication of the updated terms. It is the customer’s responsibility to review the current terms before confirming a new booking. No variation is valid unless agreed in writing by an authorised representative of Mayfair Carpet Cleaners.
1. Booking Process
A booking is formed only when we have accepted your request and issued a confirmation, whether verbally, electronically, or in writing. Enquiries alone do not create a binding appointment. During the booking process, you must provide accurate information about the property, the type of carpet or fabric, the approximate area to be cleaned, access arrangements, parking limitations, and any special considerations that may affect the service. If any details change after the booking has been confirmed, you must notify us as soon as reasonably possible.
We may request photographs, room measurements, fibre composition details, or information about prior cleaning history where this is reasonably necessary to assess suitability and pricing. Any estimate provided before inspection is based on the information available at the time and may be adjusted if the actual conditions differ materially from those described. A carpet cleaning service may require on-site assessment before work begins, especially where there are heavy stains, damage, delicate materials, or restricted access.
If a service is booked for a specific day or time window, we will use reasonable efforts to attend within that period. However, time slots are approximate and may be affected by traffic, weather, previous job overruns, equipment issues, or other circumstances beyond our control. We are not liable for delays where we have acted with reasonable care and informed the customer as soon as practicable. The customer should ensure that the premises are accessible at the agreed time and that any necessary permissions, keys, or passcodes are available.
2. Scope of Service and Customer Obligations
Our services are supplied with reasonable care and skill. The exact cleaning method used will depend on the condition and composition of the item or surface, including the presence of natural fibres, dyes, backing materials, underlays, adhesives, and prior treatment. Not all stains can be removed completely, and some marks may be permanent or may resurface after drying. Results can vary according to age, wear, contamination, and previous improper cleaning. For this reason, we do not guarantee complete stain removal, colour restoration, or full odour elimination in every case.
You must remove fragile, valuable, or sentimental items from the cleaning area before our arrival unless you have expressly requested and we have agreed to handle them. We may decline to move certain items, including heavy furniture, electronic equipment, artwork, or objects that present a risk of damage or injury. Where we agree to move items, we will do so using reasonable care, but we are not responsible for pre-existing instability, hidden defects, or damage arising from the item’s inherent condition.
The customer must ensure that electricity, hot water, and any other facilities reasonably required for the service are available unless otherwise agreed. You must also disclose any health and safety risks, including known pest issues, concealed hazards, pet contamination, mould, asbestos concerns, or chemical sensitivities. Failure to disclose relevant information may affect the quality of the service and may increase charges if additional precautions or equipment are needed.
3. Payments, Pricing, and Invoicing
Prices may be quoted as fixed fees, estimated fees, per-room charges, per-item charges, or on a bespoke basis depending on the nature of the work. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any estimate given before inspection is not a final price if the actual service requirements differ from the description supplied at booking. Additional charges may apply where the condition, scope, access, or cleaning time is materially different from what was reasonably anticipated.
Payment is due in accordance with the method and timing stated in the booking confirmation or invoice. We may require a deposit to secure an appointment, particularly for larger jobs, commercial work, or services requiring special equipment or scheduling arrangements. Where a deposit is taken, it may be non-refundable in accordance with the cancellation provisions set out below. Unless otherwise agreed in advance, payment is due immediately on completion of the service and may be made by the accepted payment methods notified at the time of booking.
We reserve the right to suspend or refuse work where payment authorisation fails, where there is evidence of fraud, or where outstanding sums remain unpaid from previous services. Late payments may incur reasonable interest or recovery charges to the extent permitted by applicable law. Any dispute about an invoice must be raised promptly and in good faith, with details of the item or charge in question. Undisputed amounts must still be paid on the due date.
4. Cancellations, Rescheduling, and Access Failures
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the nature of the appointment, the number of cleaners allocated, and whether specialist materials have been ordered or reserved. If you cancel with insufficient notice, fail to provide access, or are not ready for the service at the agreed time, we may charge a cancellation fee, call-out fee, or a reasonable portion of the quoted amount to cover costs already incurred.
Where a deposit has been paid, we may retain all or part of that deposit to reflect administrative time, allocated labour, travel, equipment preparation, or lost opportunity arising from the cancellation. If we need to cancel or reschedule, we will use reasonable efforts to give notice and offer an alternative date. We will not be responsible for any indirect losses caused by cancellation or postponement, including loss of business, inconvenience, or alternative accommodation costs, except where liability cannot be excluded under law.
Access problems include, without limitation, the inability to enter the premises, refusal of entry, incorrect address details, locked rooms, unsafe conditions, or the absence of a person authorised to approve the work where approval is required. If access is not possible within a reasonable period, we may treat the appointment as cancelled by the customer. In such circumstances, the relevant fee may still be payable in full or in part depending on the costs incurred and the time reserved.
5. Liability, Damage, and Limitations
We will exercise reasonable skill and care in delivering every carpet cleaning or upholstery cleaning service. However, the customer acknowledges that certain risks are inherent in cleaning work, including shrinkage, colour loss, fibre distortion, texture change, watermarking, wick-back, adhesive weakness, or pre-existing damage becoming visible after dirt is removed. Where a surface is fragile, aged, or previously treated with unsuitable products, cleaning may reveal or aggravate defects that were not obvious beforehand.
We are not liable for pre-existing damage, normal wear and tear, hidden defects, manufacturing faults, or damage caused by the customer’s failure to provide accurate information. We are also not liable for damage caused by items left in the cleaning area, including loose objects, decorations, valuables, or electronics. Any claim for damage must be reported as soon as reasonably practicable and, in any event, within a reasonable time after discovery, together with supporting photographs and a description of the circumstances.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law. Subject to that, our total liability for any claim arising out of or in connection with a service shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limitation is required by law. We shall not be liable for consequential or indirect losses, loss of profit, loss of opportunity, or business interruption.
Insurance and Claims Handling
We maintain insurance cover that is appropriate to the nature of our business and the services we provide. The existence of insurance does not create any additional contractual promise beyond these terms. If a customer believes a valid claim has arisen, the customer must preserve the relevant item or area, avoid further cleaning or interference where possible, and allow us a reasonable opportunity to inspect the issue. Prompt reporting helps establish the facts and assess whether any remedy is appropriate.
6. Waste Regulations and Environmental Compliance
In carrying out our services, we may generate wastewater, removed soil, extracted residues, disposable cloths, packaging, and other cleaning-related waste. We will manage waste in accordance with applicable UK environmental and waste regulations. Customers acknowledge that some waste may be contained on-site for proper disposal, filtration, or collection by licensed carriers where required. We will take reasonable steps to avoid pollution, excessive water use, and improper disposal of waste materials.
Unless otherwise agreed, waste produced directly by our cleaning operations remains our responsibility to manage appropriately. However, the customer remains responsible for the lawful disposal of any household, commercial, or pre-existing waste not created by our service, including old carpet underlay, damaged furnishings, or general refuse removed from the premises at the customer’s request. If the service requires the removal of such items, additional charges may apply and the customer must ensure that any disposal arrangement is lawful and safe.
Where chemicals, detergents, or stain treatments are used, we will choose products and methods that are suitable for the task, having regard to material compatibility and environmental considerations. The customer must inform us of any relevant allergies, sensitivities, or site-specific restrictions before the service starts. We may refuse to use certain products if we believe there is a risk to safety, property, or regulatory compliance. We do not accept responsibility for waste generated by third parties or for the customer’s failure to comply with any legal obligations relating to waste storage, transfer, or disposal.
7. Force Majeure
We shall not be in breach of these terms, or otherwise liable for any delay in performance, where such delay or failure is caused by events beyond our reasonable control. These may include severe weather, transport disruption, power failure, public health restrictions, strikes, acts of terrorism, fire, flooding, equipment breakdown, or supply chain interruption. If a force majeure event occurs, we will endeavour to contact the customer and rearrange the service where possible. Any payment already made for work not yet performed will be handled fairly and in accordance with the circumstances.
8. Complaints and Remedies
If you are unhappy with any part of the service, you should notify us promptly so that we can assess the matter while the condition is still identifiable. We may request an opportunity to inspect the area, re-clean the relevant section, or provide another appropriate remedy if we consider the complaint to be valid. This is without prejudice to any statutory rights that cannot be excluded. The customer agrees to allow a reasonable chance to resolve concerns before taking further steps, unless urgent action is required by law.
9. Governing Law and Jurisdiction
These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. If the customer is ordinarily resident in Scotland or Northern Ireland, mandatory consumer rights under the applicable local law remain unaffected where such rights cannot be waived. Subject to those mandatory rights, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from the service or these terms.
Nothing in these terms is intended to limit any statutory rights available to a consumer under UK consumer protection legislation. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force to the extent permitted by law. A failure by us to enforce any right or remedy will not constitute a waiver of that right or remedy.
By instructing Mayfair Carpet Cleaners, you confirm that you have read, understood, and accepted these Mayfair Carpet Cleaners terms and conditions. You also confirm that you have authority to request the service and, where relevant, authority from the property owner, occupier, or managing agent to allow the work to proceed. These terms form the basis of our agreement and apply alongside any written quotation, booking confirmation, or invoice issued for the relevant service.