Terms and Conditions for Marks Gate Carpet Cleaners

Marks Gate Carpet Cleaners provides professional domestic and commercial carpet cleaning services across the UK, and these Terms and Conditions set out the basis on which our services are supplied. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing a request for service. These terms are designed to create clear expectations around the carpet cleaning service agreement, including how bookings are made, how payments are handled, when cancellations may apply, and what responsibilities each party has.

These Terms and Conditions apply to all standard carpet cleaning, stain treatment, deodorising, fibre-safe cleaning, and related services offered under the Marks Gate Carpet Cleaners name. They apply whether the work is arranged for a home, rental property, office, or other premises. Any special requirements, unusual floor coverings, restricted access, or additional treatment requests should be discussed before the appointment is confirmed so they can be assessed and priced appropriately. If there is any inconsistency between these terms and a written quote, the written quote will take priority for the specific job it covers.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Marks Gate Carpet Cleaners, and references to “you” or “the customer” mean the person or business requesting the service. The terms also cover situations where a third party makes a booking on behalf of another occupier or property owner. In such cases, the person making the booking confirms that they have permission to do so and authority to accept these terms.

1. Booking process

Bookings may be made through any approved booking channel used by Marks Gate Carpet Cleaners, subject to availability and acceptance. A request for an appointment does not itself create a binding contract until we have reviewed the details, confirmed the service scope, and issued a booking confirmation or otherwise accepted the job. The booking process usually involves providing the property address, the type and approximate size of the carpeted areas, the condition of the carpets, access details, and any special concerns such as pet odours, staining, or fragile fibres.

We may request photographs, measurements, or additional information to help us prepare an accurate estimate for the Marks Gate carpet cleaning appointment. While we aim to provide clear prices and realistic timescales, quotes are based on the information supplied at the time of booking. If the details later prove to be incomplete or materially inaccurate, we reserve the right to revise the price, alter the service plan, or decline to proceed if the work cannot be completed safely or effectively within the original scope.

2. Confirmation and access

Once a booking is confirmed, it becomes your responsibility to ensure that the premises are accessible at the agreed time. You must arrange for suitable entry, parking where needed, and any permits or building access arrangements that may be required. If our operatives are unable to gain access, are delayed by circumstances under your control, or are unable to complete the work because the area has not been prepared, a call-out fee or cancellation charge may apply. We recommend that valuables, small furniture, and delicate items are removed or secured before the appointment starts.

If you need to reschedule, please provide reasonable notice. We will always try to accommodate a revised appointment where possible, but availability cannot be guaranteed. Any confirmed slot may be released and reallocated if the booking is cancelled too late or if access issues make the visit impractical. For larger jobs or specialist carpet and rug cleaning services, we may also require a deposit or pre-authorisation to secure the appointment.

All prices are stated in pounds sterling unless otherwise agreed. The final price may depend on the actual condition of the carpets, the rooms treated, the methods used, and any optional extras requested on the day. We may charge separately for stain removal treatments, heavy soiling, deodorising, moving substantial furniture, or services outside standard cleaning. Any additional charges will be explained before work continues, wherever reasonably practicable. By agreeing to the service, you accept that the carpet cleaners service terms include payment for agreed extras that are properly authorised by you or your representative.

Payment is due in accordance with the arrangement confirmed at booking or, if no specific arrangement is confirmed, immediately on completion of the service. We may accept bank transfer, card payment, cash, or other approved payment methods, but we are not obliged to accept every payment type for every job. If a deposit has been requested, the booking may not be held until that deposit is paid in full. Late payment may result in administrative charges, suspension of future bookings, or recovery action where permitted by law.

In the event of a price dispute, you must notify us promptly and before any disputed invoice is settled, so that we can review the job details and supporting information. If a quotation was based on limited or inaccurate information, the revised price will reflect the actual service delivered and the resources required. We reserve the right to refuse to start work if payment terms are not acceptable, if there is a history of non-payment, or if fraud is suspected.

Cancellations, postponements and refunds

You may cancel or postpone a booking, but the amount of notice you give will determine whether any charge applies. If you cancel with sufficient notice, no cancellation fee may be charged. If you cancel at short notice, on arrival, or after the team has already set out, we may apply a reasonable fee to cover lost time, travel, and preparation costs. Where a deposit has been paid, it may be retained in whole or in part to cover these costs, unless the law requires otherwise.

If we have to cancel or reschedule due to adverse weather, illness, equipment failure, staff absence, unsafe working conditions, or any other reason beyond our reasonable control, we will make reasonable efforts to offer an alternative appointment. We are not responsible for indirect loss caused by a rearranged visit, provided we act reasonably and communicate the change as soon as practicable. Refunds, where applicable, will usually be limited to amounts paid for services not yet provided, unless a different remedy is required by law.

3. Your responsibilities

To help us deliver an effective Marks Gate carpet cleaning service, you agree to provide a safe working environment and disclose any known issues that could affect the work. This includes information about water ingress, previous treatments, weak seams, colour loss, shrinkage risk, hidden damage, infestations, or chemical sensitivities. You should also tell us if carpets have recently been cleaned, treated, or repaired by another provider, as this may affect results. Failure to disclose relevant information may limit our ability to guarantee a satisfactory outcome and may increase the likelihood of damage or delay.

You are responsible for ensuring that pets are secured, children are supervised, and the work area is reasonably clear. We may move lightweight items where appropriate, but we are not required to move heavy, fixed, fragile, or high-value furniture, electrical items, or contents that could be damaged by relocation. If you ask us to move items, you accept responsibility for any pre-existing instability or concealed weakness unless the damage is caused by our negligence.

It is your responsibility to inspect the completed work at the time of service, where reasonably possible. Any concern about visible issues should be raised before our team leaves the premises so we can assess the matter promptly. This does not remove your statutory rights, but early notification helps avoid disputes and allows us to consider whether a re-clean or other reasonable remedy is appropriate.

We will use reasonable skill and care in delivering our services, applying methods and products that we consider suitable for the carpet type and condition. However, carpet cleaning is a treatment service, not a restoration guarantee. Results can vary depending on pile type, age, wear, prior staining, previous cleaning history, and environmental conditions. Some marks, odours, or discolouration may be permanent or may only improve partially. We do not promise complete removal of all stains or full colour restoration unless this has been expressly agreed in writing and is technically achievable.

We may decline to use particular products or techniques if, in our opinion, they could damage the carpet or create unreasonable risk. If a customer insists on a method we consider unsuitable, we may refuse the instruction or end the job. Similarly, we may suspend or stop work if the conditions become unsafe, if asbestos or other hazards are suspected, or if the premises present an unacceptable risk to staff, occupants, or equipment. In such circumstances, any payment due will reflect work already performed and reasonable costs incurred.

Where pre-existing wear, shading, pile distortion, colour loss, or previous cleaning residues are present, these are not defects caused by our service. Natural fibres and some synthetic materials can react unpredictably to moisture and cleaning solutions, and you accept that some variation may occur. If we advise that a carpet is unsuitable for wet cleaning or requires a specialist approach, you should follow that advice to reduce the risk of damage.

Liability

We will take reasonable care when carrying out carpet cleaning work, but our liability is limited to losses caused by our proven negligence, breach of contract, or breach of statutory duty, to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be excluded. Subject to those limits, we are not liable for losses arising from pre-existing defects, hidden damage, unsuitable carpet construction, or information withheld by the customer.

We are not responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or damage to items not directly handled by us, unless such loss is caused by our negligence and is recoverable under law. If damage occurs and is attributable to our fault, our liability may be limited to the reasonable repair cost, the fair depreciated value of the affected item, or the cost of re-performing the relevant service, whichever is appropriate in the circumstances. Nothing in these carpet cleaning terms affects your statutory rights as a consumer.

Any claim must be notified to us as soon as reasonably practicable and, in any event, within a reasonable time after the event giving rise to the claim. You should provide relevant details, photographs where available, and reasonable access for inspection. If a third party or insurer is involved, you must co-operate with any reasonable investigation. Failure to report issues promptly may make it harder to verify the cause of the problem and may affect the remedy available.

Waste regulations and environmental handling

Marks Gate Carpet Cleaners will handle waste, wastewater, used materials, and contaminated residues in accordance with applicable UK waste and environmental regulations. We aim to dispose of waste responsibly and to use products in a way that minimises environmental impact. Any wastewater, filters, packaging, removed debris, and disposable materials generated by the service will be dealt with in line with our operational procedures and relevant legal requirements.

You must not ask us to dispose of household waste, hazardous items, sharps, bodily fluids, illegal substances, or other prohibited materials unless we have expressly agreed to do so and are legally able to handle them. If such materials are discovered during the service, we may stop work and require you to arrange proper disposal. Where specialist waste handling is required, additional charges may apply, and we may need to refuse the task if compliance cannot be assured.

You agree to provide accurate information about any contamination risks, including sewage exposure, pest-related waste, mould growth, chemical spills, or infectious materials. This helps us determine whether a standard carpet and upholstery cleaning appointment is suitable or whether specialist contractors are needed. We reserve the right to decline any job that could breach waste laws, health and safety obligations, or environmental controls.

Complaints and remedies

If you are unhappy with any aspect of the service, please notify us promptly so that we can review the matter. We may ask for photographs, an explanation of the issue, and a chance to inspect the affected area. Where appropriate, and subject to the facts of the case, we may offer a re-clean, a partial refund, or another reasonable remedy. A remedy will not be offered where the issue results from information you failed to provide, changes made after completion, normal limitations of the cleaning process, or damage caused by third parties.

Nothing in these terms prevents either party from relying on their legal rights or pursuing the matter through the appropriate dispute resolution process. We encourage a calm and factual approach to any complaint so that problems can be resolved efficiently and without unnecessary delay. If a problem can be corrected by additional treatment, we may choose that option before considering a refund.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will usually apply to your service, unless a later change is required by law or is expressly agreed by both parties. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in full force. Any failure by us to enforce a particular right or provision does not waive that right for the future.

4. Governing law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have non-exclusive jurisdiction over any dispute, subject to any applicable consumer rights or mandatory legal protections that apply in your case. By booking a service with Marks Gate Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms as the basis of the contract for carpet cleaning services.