Carpet Cleaning Service Agreement

Before booking any cleaning service with us, please read the following terms and conditions carefully. By proceeding with our services, you agree to the following:

Introduction: Our Commitment to Quality Cleaning

At Chris Swinson Carpet Cleaning, we pride ourselves on delivering high-quality, professional carpet cleaning services using the latest carpet cleaning solutions, advanced technology, and over 30 years of hands-on experience. Our dedication ensures that we always strive for the best possible results, restoring carpets to their cleanest and freshest state.

While we work tirelessly to achieve the highest standards, customers must be aware that there are limitations to what cleaning can accomplish. In some cases, stains, odours, wear, or damage may be beyond the ability of cleaning to resolve, and only replacing the carpet will provide the desired outcome. Below, we have outlined important considerations and limitations that customers should be aware of to ensure realistic expectations.

1. Scope of Work

Chris Swinson Carpet Cleaning agrees to provide professional carpet cleaning services at the customer's address. The services include:

• Deep pile cleaning of carpeted areas or upholstery.
• Stain treatment as required (subject to limitations outlined below).
• Moisture extraction for accelerated drying.

The standard cleaning fee is £65 for the first room, up to an appropriate 12x12 foot area. Additional charges apply for:

• Rooms larger than 12x12 feet (charged proportionally).
• Additional rooms, rugs, or carpeted areas or upholstery.
• Heavy soiling removal.
• Stain removal requiring special treatment, which are chargeable per stain, not per room or area.
• Emergency call-out services.
• Out of area charges

Any additional charges will be agreed upon before work begins.

2. Customer Acknowledgement of Stain Removal & Carpet Condition Limitations

The customer acknowledges and agrees that:

1. Cleaning Expectations vs. Carpet Wear & Tear

• Carpets naturally degrade over time, and cleaning cannot restore them to a "like-new" condition.
• Areas with heavy foot traffic, flattened pile, or fibre wear may not fluff up or look significantly different after cleaning.
• Rugs, particularly their edges, press onto carpets underneath, causing carpet distortion. This can create the appearance of dirt, darker areas, or texture changes, which may look different from the original carpet colour depending on the lighting angle or conditions.
• Abrasion between the carpet and rug, as well as any furniture such as beds, cabinets, or damage from wheels on furniture or casters (but not limited to), can also cause general dust and pollution in the air to stain the carpet over time.
• Draft marks (also known as filtration soiling) around the edges of carpets are caused by gaps between skirting boards or wall cavities, where air pollution, often oil-based from traffic pollution, accumulates over time.
• Draft marks can also be common under doorways, such as airing cupboards, and may appear as lines in the carpet where draughts flow between floorboard gaps if there is no underlay. These oil-based stains can cause black staining that is difficult to remove.
• If the root cause (gaps in skirting boards, walls, or floorboards allowing air movement) is not addressed, these marks will reappear over time.
• Odours cannot always be fully removed, especially if the source is deeply embedded in the carpet backing or underlay.
• Pet urine and other substances soaked into the carpet or underlay are difficult to treat and may require replacement of the affected materials.

2. Pile Reversal & Distortion

• Pile reversal and other pile distortions are pre-existing conditions that may become more visible after cleaning.
• We cannot fix pile reversal or pile distortion, as it is often attributed to carpet manufacturing defects.
• Such defects cause areas of the carpet to appear darker or shaded, which is unrelated to soiling.
• Doorways that drag on carpets often contribute to pile distortion, which we cannot correct.

3. Furniture Moving - Customer Responsibility

• It is the customer's responsibility to remove and refit any furniture before and after cleaning, as this is not a service we offer.
• Any furniture left in place will not be moved, and we will clean up to and around it only and only with easily accessible carpeted areas.
• We are not liable for any areas left uncleaned due to furniture being left in place.

4. Carpet Contact & Securing (Including Natural Fibre & Wilton Carpets)

• Some carpet types, particularly natural fibre carpets such as wool, sisal, or jute, as well as Wilton carpets, may experience slight movement or relaxation after cleaning.
• Carpet movement is generally only an issue on poorly fitted carpets or where grippers are broken, loose, or inadequate.
• For us to clean safely, carpets must be securely fitted around the perimeter with no loose spots. Old carpets with degraded backing materials or poorly fitted new carpets may ripple or sag, a condition that can worsen with cleaning due to weakened fibres or inadequate stretching onto grippers.
• We do not saturate carpets in a way that would cause unnecessary movement or stretching.
• However, if a carpet is already loose, old, or badly fitted, cleaning may aggravate rippling or stretching. We advise against cleaning such carpets unless the customer accepts this risk.
• Some backings are highly absorbent and may naturally ripple during cleaning due to water uptake. This can often dry out fine afterwards, but the absorption rate of the backing cannot be tested prior to cleaning and may cause rippling, either temporarily or, in rare cases, persistently if the carpet is not re-stretched.
• Customers must contact a professional carpet fitter to re-secure or re-stretch the carpet if necessary, as we cannot correct fitting flaws.
• Colour run during cleaning may occur if dyes are loose or not stabilised with colourfast agents, typically a manufacturing issue. We will stop cleaning and inform the customer if we detect problems before or during the process, but we cannot predict this in advance.
• After cleaning, carpets must dry properly to avoid mould or mildew growth. We extract moisture to accelerate drying, but poor ventilation or placing furniture on damp carpets may lead to issues for which we are not liable.
• Delicate or antique carpets (e.g., silk, handwoven) and lightweight rugs may distort during cleaning due to their construction. Indian rugs, often not colourfast treated, are particularly prone to colour run; we will not clean such items if identified or informed by the customer. Re-stretching by a professional fitter may be required post-cleaning for distorted rugs, at the customer's expense.
• While we visually inspect carpet fittings and advise of any potential issues, we cannot accurately determine the strength of fixtures or grippers simply by visual inspection.
• It is the customer's responsibility to inform us if their carpet or rug is prone to movement, has had previous issues with fitting, or is of a delicate or non-colourfast type, as we cannot always identify these by sight alone.

5. Stains: What You Should Know & Key Points About Stain Removal

• Not all stains are removable: Some stains, especially those involving permanent dyes, bleach, vomit, or deeply embedded contaminants, but not limited to, may be impossible to remove fully.
• The type of material matters: Natural fibres like wool absorb stains differently compared to synthetic fibres, which affects the cleaning outcome.
• DIY cleaning can worsen the problem: Over-wetting, scrubbing, and incorrect cleaning fluids can push stains deeper into the pile, making removal harder and sometimes irreversible.
• Sticky residues attract more dirt: Incorrect cleaning solutions can leave behind residues that act as a dirt magnet, resulting in re-soiling and dark spots.
• Bleaching is not stain removal: Products containing bleach may lighten or discolour the area without removing the stain, leaving a permanent light patch, often with sticky residues which are difficult to remove.
• Older stains are harder to treat: The longer a stain remains untreated, the more difficult it becomes to remove due to chemical bonding with the fibres.
• Over-wetting can cause structural damage: Excess water by DIY or poor cleaning practices by previous cleaners can soak into the carpet backing, leading to adhesive weakening, rippling, and potential mould growth.
• Fluffy or matted textures: Scrubbing or using harsh chemicals can damage the carpet pile, causing the surface texture to become fluffy or permanently altered, especially in wool carpets.
• Safe removal requires professional techniques: True stain removal involves dissolving the stain using appropriate professional solutions and flushing it out completely to avoid residues.
• Carpet backing and stains: Stains can penetrate deep into the carpet backing or underlay, making them difficult to remove completely.
  • Some stains may reappear over time as the carpet dries. This is not a result of poor cleaning but a limitation of how deeply the stain has soaked in.
  • Stains trapped in the carpet backing or underlay may not be visible at the time of cleaning but can resurface after the cleaning is completed.
  • Such issues are often caused by previous stains and spillages that were not correctly treated during prior cleaning attempts or DIY treatments.
• Stain guard treatments may help: Carpets with pre-applied stain guards are more likely to see better stain removal outcomes, but even these treatments are not foolproof.
• Smells and odours:While we can deodorise and clean the carpet to address pet smells, such as those from dogs, we cannot guarantee the smell will disappear from the room, as odours often linger on curtains, walls, and upholstery,not just the carpet. If smells, including those from urine stains (but not limited to), have penetrated the backing or underlay, these conditions cannot be fully treated, as we do not have access to those areas. Smells may remain deeply embedded within the underlay or elsewhere in the room, which are beyond our service contract and capabilities to resolve.

If you have attempted to clean the stain yourself and are unsure about the outcome, please inform us before we begin. An in-depth article about stains can be found HERE & should be read as part of our service contract.

6. Key Points About Viscose in Upholstery Cleaning

• Identification Challenge: We often cannot determine if a fabric is viscose unless it's clearly stated on the labelling. Most furniture labels don't disclose this information, making it impossible to confirm the fabric type before cleaning.
• Problems with Viscose:
  • Viscose is highly absorbent and weakens when wet, risking distortion or staining during cleaning.
  • Viscose can "set hard" after drying, leaving a stiff, uncomfortable texture.
• Fabric Conditioning Requirement: If viscose "sets hard" after cleaning, a second call-out is needed to apply a specialised fabric conditioner to restore softness. This isn't part of our standard treatment because:
  • We can't predict which fabrics are viscose without clear labelling.
  • The conditioner is expensive and not included in routine cleaning costs.
• Customer Awareness: Customers must understand these limitations:
  • Additional visits may be required to address issues caused by viscose.
  • Extra charges will apply for the conditioner and follow-up service, as it's not part of the initial cleaning package.

7. Upholstery Cleaning and Unknown Materials

• We cannot guarantee the outcome or consequences of cleaning upholstery that does not have a materials list label. For example, materials such as viscose may dry hard or require additional treatments due to their sensitive nature.
• It is the customer's responsibility to inform us of the material contents of any upholstery prior to cleaning. We will always check for labels, which may be located underneath the furniture (e.g., stitched or stapled to the base or dust cover), along seams or edges (e.g., backrest, front skirt, or inside armrests), on or inside cushions (e.g., underside or near zippers), or along the back panel. If no label is present, please check your original purchase documents for material details,especially to confirm if the manufacturer classifies the upholstery as suitable for wet cleaning,and inform us accordingly.
• If the label indicates "viscose" or "rayon," or if the fabric appears to be velvet or silky (which are prone to pile distortion or texture changes), we will not clean it due to the high risk of damage. Labels listing "polyester," "nylon," or "cotton" (without viscose) are generally suitable for our wet cleaning methods. Some labels may state "dry clean only" as a precaution, but man-made fibres like polyester and nylon can often be safely cleaned with our techniques,please consult us if unsure.
• Upholstery with gold or silver trim or embellishments is problematic and typically removed during cleaning; we will not clean such items to avoid damage.
• Colour run during cleaning may occur if dyes are loose or not stabilised with colourfast agents, a manufacturing flaw. We will stop cleaning and inform the customer if issues arise before or during the process, but we cannot predict this beforehand.
• If no label is present or the material is unknown, we will not proceed with cleaning unless the customer specifically requests it.
• Prior to April 2025, cleaning of upholstery with unknown materials is undertaken at the customer's sole risk, and they will not hold Chris Swinson Carpet Cleaning responsible for any adverse results, such as hardening, distortion, or staining. From April 2025 onwards, customers will be required to sign a contract waiver as proof they accept in writing that the outcome of cleaning unknown materials is unpredictable, and they will not hold Chris Swinson Carpet Cleaning responsible for any adverse results.
• Jobs involving unknown materials are undertaken at the customer's own risk, and any additional treatments or call-outs required to address issues will incur extra charges.
• Wet cleaning may aggravate pre-existing structural damage (e.g., weakened seams, zippers, or padding) in old or compromised upholstery. While we check for visible issues prior to cleaning, some damage may only become apparent during the process. We are not liable for such pre-existing conditions.
• Proper drying is essential to prevent mould or mildew. We extract moisture where possible, but poor ventilation or customer actions (e.g., covering damp upholstery) may lead to issues for which we are not responsible.
• Delicate or antique upholstery (e.g., silk, embroidered) may require care beyond our standard methods. We reserve the right to refuse service unless agreed with a waiver accepting all risks.

3. Cancellation Terms

We understand that plans can change. Below are our cancellation terms to ensure smooth communication between both parties:

• Cancellation Notice: Cancellations must be given over the phone to us directly, a minimum of three days before the scheduled work date. This ensures we can reschedule or adjust our service plan accordingly.
• No Charge for Cancellations: There is no charge for cancelling your booking if notice is provided within the required timeframe.
• Non-Access or No-Show: If we arrive at your property on the scheduled day and are unable to gain access or the customer is not at home and no cancellation notice has been given, we reserve the right to charge a £25 minimum non-planned cancellation fee.
• Right to Cancel: We reserve the right to cancel your appointment if we are unable to complete the work on the arranged date. In such cases, we will provide at least three days' notice.
• Work Deemed Unreasonable or Unsafe: We reserve the right to refuse to commence work if we deem it unreasonable, unsafe, or if the carpet or upholstery is considered beyond reasonable cleanability.
• Cancellations Due to Uncontrollable Circumstances: We reserve the right to cancel appointments, at no charge to either party, due to circumstances beyond our control. This may include, but is not limited to, vehicle or equipment breakdowns, or severe weather conditions.

4. Quotations

• No Site Visits: Due to excessively high non-booking rates, we no longer visit sites to provide quotations.
• Verbal or On-Site Quotations: Quotations are given verbally over the phone or in person only if we are already on-site.
• Rough Estimates Only: Any quotations provided are rough estimates based on general cleaning requirements only.
• Additional Fees: We reserve the right to charge additional fees for excessively soiled or heavily stained carpets, or for additional work undertaken.
• No Commercial or Insurance Work: We do not provide quotations or undertake work for commercial properties or insurance claims. Our prices are intended for general domestic households only.
• Transparency with Costs: Any additional costs will be discussed with the customer before work commences to ensure full transparency.
• Reasonable Pricing: We consider our prices to be extremely reasonable as we are a long-term, family-run business and not an expensive franchise. Our goal is to provide high-quality cleaning services at fair prices.
• No Written Quotations for Committees: We do not provide written quotations for committees or similar groups seeking the cheapest prices for work to be undertaken.

5. Service Agreement Overview

By scheduling a service, the customer confirms that they have read, understood, and accepted the terms as outlined below:

• All services provided are subject to inspection and approval on-site before the cleaning begins.
• We do not guarantee 100% stain or odour removal, or reoccurrence, as the success of removal depends on various factors such as the type of stain, the material of the carpet, backing or underlay absorption, and previous DIY attempts. Quality carpets and upholstery should withstand wet cleaning and respond well, but due to manufacturing variations, pre-existing damage, or unknown material properties, results cannot be guaranteed.
• Customers are responsible for disclosing any pre-existing damage, treatments, or cleaning attempts performed on the carpets or upholstery prior to our service.
• We reserve the right to refuse service if unsafe or unsuitable conditions are present on-site, or if we determine that the carpet or upholstery is excessively old, worn, or unlikely to achieve a reasonable standard of cleaning.
• Customers must inspect the work and raise any concerns while we are still at the premises. Once we leave, the service is considered complete.
• Furniture must not be replaced onto damp carpets to prevent dye transfer, staining, or damage.
• Any stains appearing after we leave are the customer's responsibility.
• Chris Swinson Carpet Cleaning is not responsible for damages caused by previous cleaning attempts, including steam cleaning damage, backing degradation, colour movement, or issues caused by the use of off-the-shelf cleaning products or spray foams.
• Chris Swinson Carpet Cleaning does not offer carpet removal, refitting, or underlay replacement services. These should be carried out by a professional carpet fitter.
• Any additional call-outs for the same issue will be chargeable.
• Payment is due upon completion of the work while we are still on-site.
• Any quotations given over the phone or in person are estimates only, based on information provided by the customer.
• Our cleaning reduces surface dirt and allergens (e.g., dust mites, pet dander) but does not guarantee their complete removal or health improvements, as this depends on material condition and environmental factors.

Please give us a call if you are unsure of anything as outlined in our terms before work commences.