Terms and Conditions for Malden Rushett Carpet Cleaners

Welcome to the Malden Rushett Carpet Cleaners service terms and conditions. These terms set out the basis on which we provide professional carpet cleaning and related soft-furnishing cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before instructing us to carry out any service. They are designed to explain what you can expect from us and what we expect from you, so that each carpet cleaning service is delivered fairly, safely, and efficiently.

Throughout these terms, references to “we”, “us”, and “our” mean Malden Rushett Carpet Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all carpet cleaner appointments, including one-off cleans, regular maintenance cleans, stain treatment, odour treatment, rug cleaning, and similar services where applicable. Nothing in these terms affects your statutory rights as a consumer under UK law.

We may update these terms from time to time to reflect legal, operational, or service changes. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or to address an urgent safety or compliance issue. If you continue to use our carpet cleaning services after updated terms are published, you will be deemed to have accepted the revised version.

1. Booking process

Bookings may be made by phone, email, online enquiry form, or any other method we make available from time to time. A booking is only confirmed when we have accepted the appointment and, where required, received a deposit or written acceptance from you. Any quotation or estimate provided before booking is based on the information available at the time and may change if the actual work differs from the description given. It is your responsibility to provide accurate details about the property, access, flooring type, staining, furniture, and any known issues that may affect the job.

We may ask for photographs, room measurements, or further information before confirming a visit. This helps us assign the right equipment, cleaning method, and time allowance. If the information supplied is incomplete or inaccurate, we may need to adjust the scope of work, revise the price, or reschedule the appointment. For larger or more complex carpet cleaning jobs, we reserve the right to attend for inspection before confirming a final quotation.

You are responsible for ensuring that the property is ready for cleaning at the agreed time, including access to water, electricity, and the areas to be serviced. If keys, building access codes, parking permissions, or permits are required, you must make these arrangements in advance. If we arrive and are unable to begin because access is not provided, we may treat the booking as a late cancellation or charge a call-out fee.

2. Service standards and customer responsibilities

We will use reasonable skill and care in providing our services and will aim to deliver a professional result consistent with the condition of the items and the limitations of the materials being cleaned. However, some carpets, rugs, and fabrics are delicate, older, poorly maintained, incorrectly installed, or previously treated with unsuitable chemicals. In such cases, the results may be limited and no guarantee can be given that all marks, stains, or odours will be fully removed. Where we identify a risk, we may decline to clean the item or may proceed only after you confirm acceptance of that risk.

You should remove small personal items, valuables, breakables, and fragile ornaments from the area before we arrive. Larger furniture may be moved by us only where it is safe to do so and only if this has been agreed in advance. We are not obliged to move items that are too heavy, fixed in place, electrically connected, hazardous, or likely to cause damage if moved. The customer should also advise us of any pets, vulnerable persons, hidden hazards, or special requirements that may affect the safe performance of the work.

If you request stain treatment, sanitisation, or odour removal, you acknowledge that these services are dependent on the nature, depth, and age of the contamination. Some stains may be permanent or may reappear after cleaning, especially if they have penetrated the backing, underlay, or subfloor. We will explain any likely limitations before beginning work where reasonably possible. In all cases, Malden Rushett Carpet Cleaners will act honestly and will not knowingly misrepresent achievable outcomes.

3. Payments and pricing

Our prices may be provided as fixed rates, room-based rates, hourly rates, or bespoke quotations depending on the type of service requested. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotes are valid for a limited period and may change if the scope, size, access conditions, level of soiling, or other material circumstances differ from what was originally described. Any additional work requested on the day will be charged separately if agreed by both parties.

Payment is due in accordance with the payment terms stated at booking or on the invoice. Unless we agree otherwise in writing, payment is required immediately upon completion of the work. We may accept card payment, bank transfer, cash, or other methods we choose to offer from time to time. Where a deposit is taken, it forms part of the total price and is non-refundable except where we cancel the booking or are legally required to refund it. Failure to pay on time may result in collection action, recovery costs, and interest where permitted by law.

Discounts, promotional offers, or package pricing are offered at our discretion and may be withdrawn or amended at any time before confirmation of booking. Any such offer applies only to the specific service, period, or conditions stated. We may suspend or refuse further work if previous invoices remain unpaid. If a payment is reversed, charged back, or fails for any reason, you remain liable for the full outstanding amount and any associated bank or administrative charges to the extent allowed by law.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a confirmed booking by giving us reasonable notice. For standard appointments, we ask for at least 24 hours’ notice, although a longer notice period may apply for larger projects or where specialist materials have been ordered. If you cancel too late, we may retain part or all of any deposit to cover lost time, reserved labour, or administration costs. The exact amount retained will be reasonable and proportionate to the loss we incur.

If we need to cancel or reschedule due to illness, severe weather, equipment failure, traffic disruption, or other circumstances beyond our control, we will contact you as soon as reasonably possible and offer an alternative appointment. We will not usually be liable for costs arising from changes that are outside our control, provided we act in good faith and use reasonable efforts to minimise inconvenience. This does not affect any rights you have under applicable consumer law if we fail to perform the service with reasonable care and skill.

Where we attend a property and are unable to complete the work because the customer is not present, access is unavailable, utilities are switched off, or the site is unsafe, we may charge a missed appointment fee or a proportion of the agreed price. Repeated changes or cancellations may result in refusal of future bookings. We reserve the right to insist on prepayment for customers whose previous booking history indicates a pattern of late cancellation or non-attendance.

5. Liability and limitation

We will take reasonable care when carrying out all carpet cleaning services, but we cannot guarantee the complete removal of every stain, odour, or defect. Some items may discolour, shrink, fade, or react unpredictably because of age, poor manufacturing, prior treatment, hidden damage, or unsuitable fibre composition. Where a risk is apparent, we may ask you to sign a waiver or confirm in writing that you wish us to proceed. You acknowledge that cleaning is a restorative process, not a replacement service, and that pre-existing wear cannot usually be corrected by cleaning alone.

To the fullest extent permitted by law, we are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience arising from a booking or service issue. Our total liability for any claim arising from our services shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless the law requires a different limit. 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 be excluded under UK law.

You must notify us of any issue as soon as reasonably possible after the service has been completed. Failure to report a concern promptly may make it harder for us to inspect the problem and determine the cause. We may request photographs, site access, or an opportunity to inspect the cleaned area before accepting any liability. Any complaint will be handled fairly and in accordance with applicable legal obligations.

6. Waste, disposal, and environmental compliance

We operate in accordance with applicable UK waste regulations and environmental requirements. In the course of providing carpet cleaning or related services, we may collect waste water, removed debris, disposable materials, contaminated towels, or packaging associated with cleaning products. Such waste will be handled, stored, transported, and disposed of responsibly in line with relevant legal duties and good environmental practice. We will not intentionally discharge waste in a manner that is unlawful, unsafe, or likely to cause pollution.

If the cleaning process generates waste that cannot be disposed of by ordinary domestic means, we will manage it through appropriate disposal routes where required. You must tell us in advance about any suspected hazardous substances, biological contamination, mould, sharps, asbestos, chemicals, or other materials that may affect the work. We are not obliged to handle dangerous waste unless we have agreed in writing to do so and have the necessary capability, equipment, and legal authority. Any additional disposal cost caused by undisclosed waste conditions may be charged to you.

We expect customers to cooperate with any reasonable measures needed to comply with waste and environmental rules, including safe access to collection points and accurate information about contamination. If we believe a property presents a risk of unlawful waste handling or environmental harm, we may refuse or stop work immediately. In that event, you may still be charged for work already completed, travel time, or materials used, depending on the circumstances and the applicable law.

7. Complaints, force majeure, and general terms

We aim to resolve concerns promptly and fairly. If you believe the service did not meet the agreed standard, you should inform us as soon as possible so that we can review the matter. We may request an opportunity to revisit the property, inspect the item, or propose a remedial solution. Any remedy offered will be reasonable and may include re-cleaning, partial adjustment, or other appropriate action, depending on the facts. Nothing in this clause reduces your statutory rights.

We are not responsible for delay or failure to perform where caused by events beyond our reasonable control, including fire, flood, strike, transport disruption, utility failure, epidemic restrictions, acts of government, or equipment shortages outside our control. If such an event prevents or delays the service, we will try to rearrange the appointment at the earliest practical time. Either party may rely on these terms in circumstances where performance becomes impossible or unlawful.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right will operate as a waiver of that right. These terms form the entire agreement between you and us in relation to the service, except where a separate written agreement has been made.

8. Governing law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, are governed by and interpreted in accordance with the laws of England and Wales. By booking a service with Malden Rushett Carpet Cleaners, you agree that the courts of England and Wales will have jurisdiction to resolve any dispute, subject to any mandatory consumer protection provisions that apply.

These terms are intended to provide a clear and fair basis for all carpet cleaning services supplied by us. If you require further clarification on any contractual point before booking, you should consider whether the service is suitable for your needs. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms and conditions.

End of Terms and Conditions.