Terms and conditions
By accepting the work order, the customer agrees to the following terms:
1. Handling Large Furniture and Valuables
Customers are required to clear large items, such as beds, pianos, and safes, from the area needing cleaning or consent to our team working around them. Additionally, any fragile or valuable personal items must be removed from the service area. For safety, clients should inform us of any specific handling needs for delicate or unstable items.
2. Customer Responsibility for Wet Carpet Safety
Be cautious when stepping from a damp carpet onto a hard surface, as it may be slippery. For safety, children and pets should be kept away from newly cleaned areas for a minimum of four hours or until the carpet is completely dry. The initial drying period, during which fiber protection is enhanced, occurs in the first few hours.
3. Payment Due Upon Completion
Full payment is expected on the day of service completion. For convenience, bank transfers should be finalized while our technicians are still on-site to prevent any follow-up payment requests.
4. Ripple Effects from Moisture
Under certain conditions, moisture can cause temporary rippling in the carpet, even with proper installation. The adhesive backing may absorb moisture and expand, but this effect generally subsides within 72 hours. Persistent rippling may suggest an issue with installation rather than with cleaning.
5. Treatment Limitations for Stains
While we make every effort to remove all stains, some, such as pet urine, may be resistant to complete elimination, as they can alter the carpet fibers. Pet owners should also be aware that some odors may emerge as a result of fungal activity that is released upon cleaning.
6. Advance Notice for Cancellations
To avoid a cancellation fee, customers should notify us of any appointment changes at least 48 hours in advance. Cancellations made at short notice will incur a £50 fee, which will be applied to any future service bookings.
7. Guidance for Moving Large Corner Sofas
If a customer wishes for cleaning under and behind large corner sofas, they should separate the sections prior to our arrival or upon request on the cleaning day.
8. Customer Absence During Cleaning
If the client or a representative cannot be present during cleaning, specific arrangements must be made ahead of time, with payment completed in advance. Before starting, we’ll perform a pre-clean inspection, taking photographs of any stains that may not be fully removable and sending them for the client’s approval.
9. Awareness of Service Guarantee
Details of our service guarantee will be provided at the time of booking through a link in the confirmation email or text message.
10. Instructions on Preventing Stains and Rust
Avoid placing items like lamps, tables, and chairs on damp carpets for at least 24 hours to prevent rust or stains. Any pads or blocks placed by our technicians to protect furniture should remain until the carpet is fully dry, which typically takes 48 hours.
11. Important Post-Cleaning Care Instructions
Customers are encouraged to read our provided care instructions on appropriate drying times and the handling of freshly cleaned carpets, upholstery, and rugs.
Policy on Cancellations:
Our base fee of £75 applies in the following situations:
If you provide less than 48 hours’ notice to cancel or reschedule, and/or if we’re unable to replace your appointment with a new booking, the minimum fee will still apply.
If our technician shows up at the job site and is unable to finish the work due to incorrect details provided by the customer when booking was made.
- If our technician is sent away due to any actions or decisions made by the customer.
Contact Us
info@shinecarpetsolutions.co.uk
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