Remedy Carpet Care Terms and Conditions of Service

 

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1. Quotations and Bookings

 

1.1 All quotes are valid for 30 days.

1.2 Quotations provided over the phone or email are estimates based on average room sizes. We reserve the right to amend the price if the actual size or condition differs significantly upon arrival.

1.3 A minimum call-out charge of £60 applies to all bookings.

 

2. Payment Terms

 

2.1 Payment is due immediately upon completion of the work unless prior credit terms have been agreed in writing.

2.2 We accept Cash / Bank Transfer / Debit Card.

2.3 For commercial contracts, invoices must be settled within 14 days. Late payments may incur interest under the Late Payment of Commercial Debts (Interest) Act 1998.

 

3. Cancellations and Rescheduling

 

3.1 We require at least 48 hours notice for cancellations or rescheduling.

3.2 Cancellations made with less than the required notice may be subject to a cancellation fee of 50% of the quoted price.

3.3 If we arrive and cannot gain access to the property, the full minimum call-out charge will apply.

 

4. Client Responsibilities

 

4.1 The client must ensure that the areas to be cleaned are clear of any valuables, small items, breakables, and clutter.

4.2 We will move light furniture (e.g., coffee tables, chairs etc) at our discretion. We will not move heavy items (e.g., wardrobes, pianos, full bookcases etc) or electronics.

4.3 The client must provide access to hot water and electricity.

4.4 It is the Client’s responsibility to provide or arrange a legal parking space for the Remedy Carpet Care vehicle within a reasonable distance (typically 15 metres) of the property entrance.

4.5 If no legal parking is available within a reasonable distance and the service cannot be carried out, this will be treated as a "Late Cancellation" under Section 3, and the minimum call-out charge will apply.

 

5. Stains and Results

 

5.1 While we use professional-grade equipment and chemicals, permanent staining cannot always be removed. We do not guarantee 100% stain removal.

5.2 We are not responsible for "shading," "pile reversal," or "wicking" (stains reappearing from the backing) due to the age or previous condition of the carpet.

 

6. Insurance and Liability

 

6.1 Remedy Carpet Care is fully insured with Public Liability and Treatment Risk insurance.

6.2 Any claims for damage must be reported to us in writing within 24 hours of the service completion.

6.3 We are not liable for damage caused by pre-existing wear and tear, faulty installation of carpets, or delicate materials (e.g., certain sisal or hand-dyed rugs) unless specifically agreed upon.

 

7. Drying Times

 

7.1 Typical drying times are 2–6 hours but can vary based on ventilation and humidity. Air moving fans will be used to reduce drying times.

7.2 The client is advised to keep the area ventilated and avoid walking on damp carpets. We accept no liability for slips or falls resulting from wet floors.

 

8. Rug Cleaning Limitations

 

8.1 Structural Weakness: We are not liable for the deterioration of rug backings (such as latex decay in tufted rugs) or the fraying of fringes/tassels that occur due to the age or previous wear of the item.

8.2 Dye Bleeding/Migration: Some rugs (particularly handmade or poorly dyed "shag" rugs) may have unstable dyes. While we test for colourfastness, we cannot be held responsible for dye migration if the dyes are not "set" or are technically defective.

8.3 Animal Damage: Urine-contaminated rugs may have permanent structural damage to the fibres and "salts" that cannot be fully removed through surface cleaning. Odour removal is not guaranteed.

8.4 Shrinkage & Curling: Certain flat-weave or natural fibre rugs (e.g., Jute, Sisal, or Viscose) are prone to dimensional changes. We clean these at the Owner’s Risk due to the inherent nature of the material.

8.5 Viscose/Artificial Silk: Be advised that "Viscose," "Art Silk," or "Bamboo Silk" fibres are highly delicate and can lose their soft texture or turn yellow when cleaned with water. We do not guarantee the "as-new" texture of these specific fibres.

 

9. Upholstery & Fabric Cleaning Limitations

 

9.1 Fabric Identification: It is the client’s responsibility to ensure that furniture has a visible "Care Label." If no label is present, we will clean the item based on our professional experience and testing, but this is done at the Owner’s Risk.

9.2 Hidden Conditions: We are not liable for damage caused by the "bleeding" of hidden materials (e.g., non-colourfast piping, internal foam dyes, or rusted metal buttons) through to the surface fabric during the cleaning process.

9.3 Shrinkage & Fraying: Some loose covers or delicate fabrics (such as linen or cotton blends) may experience slight shrinkage or "fraying" at the seams due to the age of the thread or the nature of the weave.

9.4 Pile Distortion: Certain fabrics, such as Velvet, Chenille, or Mock-Suede, may look different after cleaning. While we use grooming brushes to reset the pile, the "hand" (feel) of the fabric may change slightly once dry.

9.5 Pre-existing Wear (The "Clean Spot" Effect): Deep cleaning removes dirt but can reveal pre-existing "sun-fading," "pilling," or "thread-bare" areas that were previously hidden by soil. We are not responsible for these revealed defects.

9.6 Frame Bleed: We take every precaution to avoid over-wetting, but we are not liable for the "wicking" of wood stains from the furniture frame into the fabric if the piece was poorly manufactured.

 

10. Acceptance of Risks

 

10.1 By engaging Remedy Carpet Care for cleaning, the Client accepts the above risks and limitations. While we will always use industry-approved methods and take every reasonable precaution, the inherent nature of professional cleaning using Hot Water Extraction means that certain outcomes cannot be guaranteed.

10.2 When booking Remedy Carpet Care services by telephone, e-mail, via the Company website or other electronic means, the customer agrees to be bound by the Company’s terms and conditions stated above. Remedy Carpet Care reserves the right to make amends to any part of these terms and conditions without prior notice.

10.3 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.