TERMS AND CONDITIONS

Booking, Payment and Service Policy

These Terms and Conditions apply to all cleaning services booked with 1st Carpet Cleaning Manchester, including carpet cleaning, rug cleaning, upholstery cleaning, curtain cleaning, mattress cleaning and related services.

By making a booking by phone, email, WhatsApp, contact form or through our website, the customer agrees to these Terms and Conditions.

1. General Agreement

1st Carpet Cleaning Manchester provides professional cleaning services across Manchester and nearby areas.

A booking is considered accepted once the customer provides the required service details and we confirm the appointment.

The customer is responsible for giving accurate information about the items, property, access, parking and any known issues with the materials to be cleaned.

If the information given is incomplete, wrong or changes after the quote has been provided, we may amend the price or refuse to carry out part of the work.

No drama. We just need the facts before turning up with the kit.

2. Booking Information

When booking, the customer must tell us:

  • What items need cleaning
  • Approximate sizes or number of rooms/items
  • Type of property
  • Floor level
  • Lift availability, if applicable
  • Parking situation
  • Any stains, odours or damage
  • Any delicate, wool, silk, viscose or antique materials
  • Any access restrictions
  • Whether water and electricity are available

Photos may be requested before we confirm the quote. This helps us give a more accurate price and avoid awkward surprises on the day.

If the actual job is larger or more difficult than described, the technician may adjust the quote before starting.

3. Customer Preparation Before the Appointment

The customer must prepare the area before the technician arrives.

We are cleaners, not removal men. Important distinction.

3.1 Carpet Cleaning Preparation

Small furniture and personal items should be removed from the carpeted areas before our arrival.

This includes:

  • Toys
  • Shoes
  • Bags
  • Small tables
  • Loose wires
  • Boxes
  • Decorative items
  • Plants

Heavy furniture such as beds, wardrobes, large sofas, TV units, cabinets and dining tables must be moved by the customer if cleaning underneath is required.

Our technician may move light furniture where it is safe to do so, but this is not guaranteed and is always at the technician’s discretion.

3.2 Rug Cleaning Preparation

Rugs should be cleared of any objects before cleaning.

If a rug is under a sofa, coffee table, dining table, bed or heavy furniture, the customer must move those items before we arrive.

For delicate, handmade, silk, viscose or antique rugs, the customer must inform us before booking. Some rugs may require specialist treatment or may not be suitable for wet cleaning.

3.3 Upholstery Cleaning Preparation

Sofas, armchairs and chairs should be cleared of personal belongings, throws, blankets and loose items.

If the sofa is close to a wall, please pull it forward where possible.

Scatter cushions must be removed unless they are included in the booking.

If a sofa bed is being cleaned, it should be opened and ready before the technician arrives.

3.4 Mattress Cleaning Preparation

All bedding must be removed before the appointment.

This includes:

  • Sheets
  • Mattress protectors
  • Blankets
  • Duvets
  • Pillows

The area around the bed should be clear so the technician can work safely.

3.5 Curtain Cleaning Preparation

Curtains must be hanging in place before the technician arrives.

We do not take curtains down and we do not re-hang curtains.

The customer must clear the area around the curtains so the technician can reach them safely.

If curtains are delicate, lined, old, sun-damaged or made from unusual fabric, the customer must tell us before booking.

3.6 Vehicle Interior Cleaning Preparation

If vehicle interior cleaning is booked, the vehicle must be parked close to the property with safe access to both sides and the boot.

The customer must remove all personal belongings from the vehicle, including items from:

  • Door pockets
  • Glove box
  • Boot
  • Seat pockets
  • Cup holders
  • Under seats

We are not responsible for personal items left inside the vehicle.

4. Access, Parking and Working Conditions

The customer must provide safe and reasonable access to the property or vehicle.

The customer must also provide:

  • Running water
  • Working electricity
  • Safe parking nearby
  • Enough space for equipment
  • A safe working environment

If parking is not available, the customer must tell us before the appointment.

Any parking charges, permit costs or local parking fees incurred during the service may be added to the final bill.

If the technician cannot park within a reasonable distance, we may need to cancel or reschedule the job.

If the property is on the second floor or above and there is no lift, extra charges may apply. In some cases, we may refuse the booking if access is not suitable for professional equipment.

5. Prices and Quotes

All prices are based on the information provided at the time of booking.

The final price may change if:

  • The size of the area is larger than described
  • Extra rooms or items are added
  • The condition is worse than expected
  • Specialist stain treatment is required
  • Pet odour treatment is needed
  • Access is difficult
  • Parking costs apply
  • The fabric requires a different method
  • The customer gave incomplete or incorrect details

The minimum call-out charge is £80.

Key collection may be available by prior agreement and may be charged from £15, depending on distance and time required.

We reserve the right to refuse work if the item is unsafe to clean, heavily damaged, contaminated, badly fitted or unsuitable for the requested cleaning method.

6. Payment Terms

Payment is due on the day of service, unless agreed otherwise in writing.

We accept:

  • Cash
  • Card payment
  • Secure payment link
  • Bank transfer for approved regular business customers

6.1 Cash Payments

Cash payments must be made immediately after the cleaning is completed.

If payment is not made on the day, future bookings may be refused until the outstanding balance is settled.

6.2 Card and Link Payments

Card or payment link payments should be completed before or on the day of the appointment.

If payment fails or is delayed, the booking may be postponed or cancelled.

6.3 Late Payments

If payment is not received within the agreed time, 1st Carpet Cleaning Manchester may take steps to recover the unpaid amount.

This may include administrative charges, debt recovery fees or legal action where necessary.

We do not store customer card details.

7. Cancellations and Rescheduling

7.1 Cancellation by the Customer

Customers must give at least 48 hours’ notice to cancel or reschedule a booking.

If less than 48 hours’ notice is given, a cancellation fee may apply.

The minimum call-out charge of £80 may apply if:

  • The customer is not at the property
  • We cannot gain access
  • Parking is not available
  • Water or electricity is not available
  • The property is unsafe
  • The customer cancels when the technician is already on the way
  • The job cannot be completed due to lack of preparation

7.2 Cancellation by 1st Carpet Cleaning Manchester

We may cancel or refuse a job if:

  • The technician is treated abusively, aggressively or unfairly
  • The property is unsafe
  • There is no electricity or water
  • Parking or access is impossible
  • The job was booked with incorrect information
  • The item is not suitable for cleaning
  • The working area is blocked
  • Builders, decorators or other trades prevent the work
  • There is a risk to the technician, customer, property or equipment

Abusive behaviour will not be tolerated. We are fairly patient. Not saints.

8. Stains, Odours and Cleaning Results

We will always do our best to achieve a strong cleaning result, but not all stains, marks or odours can be fully removed.

Cleaning results depend on:

  • Fabric type
  • Fibre condition
  • Age of the stain
  • Previous cleaning attempts
  • Chemical damage
  • Sun fading
  • Wear and tear
  • Dye stability
  • Pet contamination
  • Moisture damage
  • The backing or filling material

Some marks are not stains. They are permanent damage to the fibres.

If a stain has changed the colour of the material, burned the fibres, bleached the dye or soaked deep into the backing, full removal may not be possible.

Shop-bought stain removers can also make stains permanent. Annoying, but true.

9. Stain Treatment

Our technicians use professional cleaning products and methods suitable for the item being cleaned.

We do not guarantee complete stain removal.

We can usually improve many common stains, including food, drink, mud and general marks. However, some stains may remain visible after cleaning.

Permanent stains may include:

  • Bleach marks
  • Dye transfer
  • Rust
  • Ink
  • Old pet urine
  • Paint
  • Burns
  • Water marks
  • Strong chemical damage
  • Stains already treated incorrectly

If there is a high risk of damage, colour loss or fabric reaction, the technician may refuse to treat the stain.

10. Odour Treatment

Odour removal is not guaranteed.

Most light and moderate smells can be improved, and many can be removed. Strong odours may need more than one treatment.

This includes smells caused by:

  • Pets
  • Urine
  • Damp
  • Mould
  • Smoke
  • Food spills
  • Long-term contamination

If the smell has reached the underlay, filling, backing, flooring or internal padding, surface cleaning may not remove it fully.

We will explain what is realistic before starting where possible.

11. Drying Times and Aftercare

Drying time depends on the item, fabric, airflow, temperature, humidity and how much cleaning was required.

Approximate drying times:

  • Carpets: 2 to 6 hours
  • Rugs: 2 to 6 hours
  • Curtains: 2 to 6 hours
  • Upholstery: 8 to 24 hours
  • Mattresses: 8 to 24 hours
  • Vehicle interiors: 8 to 24 hours
  • These are estimates, not promises.

After cleaning, the customer must help the drying process by:

  • Opening windows where possible
  • Using heating if needed
  • Keeping rooms ventilated
  • Avoiding heavy use until fully dry
  • Not covering damp items
  • Not placing furniture back too early

Keeping children and pets away from damp areas

Once the technician leaves, drying is the customer’s responsibility.

If the customer does not ventilate or heat the area properly, odours, dampness or slow drying may occur. We cannot be held responsible for issues caused by poor drying conditions.

12. Delicate and Natural Fibres

Some materials carry a higher cleaning risk.

This includes:

  • Wool
  • Silk
  • Viscose
  • Linen
  • Cotton
  • Sisal
  • Jute
  • Antique rugs
  • Handmade rugs
  • Unstable dyes
  • Sun-damaged fabrics
  • Poorly fitted carpets
  • Possible risks include:
  • Shrinkage
  • Colour bleed
  • Browning
  • Texture change
  • Water marks
  • Rippling
  • Fibre distortion
  • Existing damage becoming more visible

Where possible, we will inspect and test before cleaning. However, not every reaction can be predicted.

If the customer agrees to proceed with cleaning after risks have been explained, 1st Carpet Cleaning Manchester cannot be held responsible for expected material reactions.

13. Poor Fitting, Wear and Existing Damage

We are not responsible for problems caused by poor installation, poor fitting or previous damage.

  • This includes:
  • Loose carpets
  • Weak backing
  • Old underlay
  • Damaged seams
  • Ripples
  • Stretching
  • Shrinkage caused by bad fitting
  • Fraying edges
  • Weak stitching
  • Loose buttons
  • Broken zips
  • Cracked leather or faux leather
  • Sun-damaged fabric
  • Worn carpet pile

Cleaning can sometimes make existing wear more visible because dirt was hiding it.

Not ideal. But not caused by the cleaning.

14. Customer Satisfaction

The customer should inspect the work before the technician leaves.

If there is an issue, it must be raised while the technician is still on site where possible.

If we believe a re-clean is reasonable and connected to our work, we may arrange a return visit.

Re-cleans are carried out at our discretion and must relate to areas or items included in the original booking.

A charge of £80 or more may apply if the re-clean request is not due to our fault, or if the issue was caused after the service was completed.

The customer must be present during any re-clean.

15. Complaints Policy

Complaints must be reported within 48 hours of the completed service.

Complaints must be sent by email to:

office@1stcarpetcleaningmanchester.co.uk

Complaints made only by phone, text, WhatsApp or social media may not be accepted as formal complaints.

The email should include:

  • Customer name
  • Address of the service
  • Date of service
  • Description of the issue
  • Clear photos
  • Any relevant details

Once we reply, the customer must respond within 48 hours. If we do not receive a reply within that time, the complaint may be closed.

We cannot accept complaints for issues reported after 48 hours, unless there is a clear and reasonable reason for the delay.

16. Insurance

1st Carpet Cleaning Manchester holds public liability insurance.

Any accidental damage believed to be caused by our technician must be reported on the same day as the service.

The customer must allow us to inspect the issue before any repair, replacement or third-party assessment is arranged.

If the customer arranges repairs or replacements without giving us the chance to inspect the damage first, any claim may be rejected.

Our insurance does not cover damage caused by:

  • Existing wear
  • Poor fitting
  • Weak materials
  • Previous chemical use
  • Customer-supplied products
  • Faulty furniture
  • Unstable dyes
  • Hidden defects
  • Items moved by the customer
  • Damage reported late

False or exaggerated claims may be passed to our insurer and legal representatives.

17. Limits of Liability

1st Carpet Cleaning Manchester is not liable for:

  • Items or areas not included in the booking.
  • Failure to clean where access, electricity or water is not provided.
  • Work prevented by blocked access, unsafe conditions or other trades on site.
  • Permanent stains or fibre damage.
  • Wear that becomes visible after cleaning.
  • Odours caused by poor drying, lack of ventilation or deep contamination.
  • Damage caused by poor fitting or faulty installation.
  • Shrinkage or movement in natural fibre carpets where risks were explained.
  • Reactions caused by previous chemical use.
  • Colour changes caused by unstable dyes or fabric condition.
  • Items left on or inside furniture, vehicles or rooms being cleaned.
  • Damage caused by customer-owned equipment, products or furniture.
  • Any loss caused by inaccurate information provided during booking.

Our liability is limited to the cost of the service provided, unless otherwise required by law.

18. Third-Party Contractors

In some cases, 1st Carpet Cleaning Manchester may work with trusted independent technicians or subcontractors.

Where this applies, the customer will still book through 1st Carpet Cleaning Manchester unless stated otherwise.

We aim to work only with suitable professionals, but we are not responsible for delays caused by traffic, weather, accidents, equipment failure or circumstances outside our control.

If a third-party provider is introduced directly and the customer chooses to deal with them separately, any agreement, payment or complaint must be handled with that provider.

19. Health and Safety

The customer must provide a safe working environment.

The technician may refuse or stop work if there is:

  • Unsafe flooring
  • Exposed wiring
  • Aggressive behaviour
  • Dangerous pets
  • Heavy clutter
  • Building work in progress
  • Biohazards
  • Human or animal waste
  • Mould contamination beyond safe treatment
  • Pest infestation
  • Any other safety risk

If the job is cancelled due to unsafe conditions, the minimum call-out charge may still apply.

Pets and children should be kept away from the working area during cleaning and drying.

20. Mould, Damp and Vehicles

Cleaning may remove or reduce visible marks and odours caused by damp or mould, but it does not fix the source of the problem.

If a property or vehicle has a leak, poor ventilation or ongoing damp, mould or smells may return.

For vehicle interiors, customers are advised to keep the vehicle ventilated and heated after cleaning, especially in cold or wet weather.

If mould returns due to leaks, damp, condensation or lack of ventilation, 1st Carpet Cleaning Manchester is not responsible.

21. Keys and Unattended Properties

If the customer gives us keys or asks us to attend an empty property, this must be agreed before the appointment.

Key collection and return may be charged separately.

The customer remains responsible for providing accurate access details, alarm codes, parking instructions and contact information.

If we cannot gain access, the minimum call-out charge may apply.

22. Changes to These Terms

1st Carpet Cleaning Manchester may update these Terms and Conditions at any time.

The version published on our website at the time of booking will apply to that booking.

Any changes to a confirmed booking must be agreed in writing.

23. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be handled under the jurisdiction of the courts of England and Wales.

24. Acceptance of Terms

By booking a service with 1st Carpet Cleaning Manchester by telephone, email, WhatsApp, website form or any other communication method, the customer confirms that they have read, understood and accepted these Terms and Conditions.

If you do not agree with these Terms and Conditions, please do not proceed with the booking.