Carpet Cleaning Service Agreement

Introduction

Chris Swinson Carpet & Upholstery Cleaning is a family-run business based in Uttoxeter, Staffordshire, operating since 1989. With over 30 years of hands-on experience, we have built our reputation on honest, high-quality cleaning at fair prices - not on franchise fees, inflated charges, or cutting corners.

We take our work seriously. Before establishing this business, we spent considerable time researching every available cleaning system on the market - dry foam, dry fibre, carbonated systems, steam, and injection extraction - testing each against our own standards of what genuine deep cleaning should achieve. We chose our system because it is, in our considered opinion, the most effective method available for domestic carpet and upholstery cleaning. Our twin motor injection extraction machine uses a high-pressure micro-jet to force cleaning solution to the base of the pile, combined with powerful dual vacuum extraction to remove dissolved dirt and solution completely. This leaves carpets cleaner, drier, and free of sticky residues that attract further soiling - results simply not achievable by lesser systems.

We use only professional-grade, pH-balanced, wool-safe cleaning solutions derived from plant extracts. Our products are biodegradable, environmentally friendly, and safe for people and pets. We never use harsh chemicals, high-temperature steam, soda crystals, vinegar, washing-up liquid, or off-the-shelf foam products - the kind of products that can bleach, damage, or leave sticky residues in your carpet. Our solutions are laboratory tested, carefully selected, and custom mixed on the day to suit each customer's carpet or fabric type.

We are a responsible, sole-operator business. Cleaning is generally carried out by Chris Swinson personally. On occasion, particularly for larger or more time-consuming jobs, an additional person may accompany us to assist with the work. Any assistant will be known to us personally and will be expected to conduct themselves to the same standards. We operate transparently on price and always aim to discuss any concerns with the customer before, during, and after cleaning. We do not take on work we cannot do well, and we will always tell you honestly if we believe a carpet or fabric is beyond what cleaning can reasonably achieve.

These terms and conditions exist because carpet and upholstery cleaning is a genuinely complex service. Many of the issues covered here are not things we cause - they are pre-existing conditions, limitations of materials, consequences of previous treatment, or simply the reality of what cleaning can and cannot do. We have documented them thoroughly so that customers have accurate expectations from the outset. We encourage all customers to read these terms before booking. By booking our services you agree to be bound by them in full.

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.

• A standard antibacterial treatment is included as part of every clean at no additional charge. Where a more intensive standalone antibacterial treatment is required - for example for heavily contaminated areas or where pets or young children are present - this is available at an additional charge and should be requested at the time of booking.

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.

Optional Additional Services

The following optional services are available at additional cost and must be requested at the time of booking:

• StainGuard protective coating: A professional-grade stain and soil repellent coating applied to carpets or upholstery after cleaning. StainGuard helps resist everyday spills and soiling, keeps colours brighter for longer, and makes routine vacuuming more effective. It is not a guarantee against all staining but significantly improves resistance. It should ideally be reapplied after each professional clean or approximately every three years. Please note that ScotchGard is a brand name that was withdrawn from the market; our product is a professional StainGuard coating which may go under various trade names.

• Power drying: Where faster drying is required, we can operate a professional turbo dryer which provides high-volume warm air movement to reduce drying times by up to 50%. This service must be booked at the same time as the cleaning visit and cannot be added on the day.

• Intensive antibacterial treatment: A stronger antibacterial treatment per room is available at additional cost where standard treatment is insufficient. Recommended for heavily soiled areas, properties with pets or young children, or where urine or biological soiling is present.

Services We Do Not Offer

The following are outside the scope of our service:

• We do not clean leather items of any kind. We do not offer leather cleaning or conditioning services.

• We do not clean curtains or any hanging fabric items.

• We do not offer drop-off cleaning. All cleaning is carried out exclusively at the customer's premises. We do not accept items brought to us for cleaning at any other location.

• We do not undertake flood damage remediation. Flooded carpets and underlay generally require professional lifting and disposal rather than cleaning. Where flooding has involved contaminated water such as sewage or rainwater, environmental health professionals should be contacted. We are not equipped to handle hazardous contamination and will decline such work. Even where flooding involves clean water, the backing and underlay are likely to have sustained damage that cleaning cannot address. Customers dealing with flood damage should consult a specialist restoration company.

• We do not accept jobs in properties that are above ground floor level and have no working lift. Our equipment is heavy and bulky and cannot safely or practically be carried up flights of stairs. Customers in flats or apartments above ground floor must confirm that a working lift is available before booking. We reserve the right to decline or depart without commencing work where this condition is not met, and a minimum call-out charge will apply where we have attended the premises.

• We do not clean carpets or upholstery remotely, off-site, or at any location other than the customer's home address as booked.

Operating Hours

We operate on weekdays only, generally between 9:30am and 1:00pm. We do not operate on weekends or evenings. Bookings outside these hours are not available. We will always confirm the expected arrival time at the point of booking.

Job Duration and Timing

The following gives a general guide to how long a visit typically takes. These are estimates only and will vary depending on room size, soiling level, and any additional stain treatment required.

• The minimum time we can realistically be at a property is approximately one hour. This accounts for setting up and packing away our equipment, which typically takes around half an hour in total, plus the time to clean the first room or area.

• Cleaning a single standard room typically takes between half an hour and one hour depending on its size and the level of soiling. As a general guide, each additional room or area can be estimated at approximately half an hour, though heavily soiled areas or rooms with significant staining will take longer.

• Staircases are more time-consuming and physically demanding to clean than flat room areas of a comparable size, due to the need to work carefully on each individual step. Stair cleaning time should not be estimated on the same basis as room cleaning.

• Where a particular area is proving more time-consuming to clean than anticipated - for example due to heavier soiling or more resistant staining than described - we will inform the customer and give them the option to continue at an additional charge or to conclude the clean at that stage. We will not continue work beyond what was agreed without the customer's consent.

2. What We Do and What Is Realistically Achievable

With over 30 years of experience cleaning carpets and upholstery, we have developed and refined our methods, solutions, and equipment to achieve the best possible results for our customers. We always clean to the highest standard we can achieve on the day, using safe low-temperature cleaning methods and carefully selected solutions that are effective without being harsh on fibres, dyes, or the environment. We do not use aggressive chemicals or high-temperature steam, which can cause the kind of damage described later in these terms.

We want every customer to be satisfied with the result. The following gives an honest overview of what professional cleaning can and cannot achieve, so that expectations are realistic from the outset.

What cleaning can achieve

• Removal of general soiling, dust, surface dirt, and everyday marks from carpets and upholstery to restore a clean, fresh appearance.

• Significant improvement in heavily soiled carpets where the soiling is surface-level and has not permanently bonded with the fibres.

• Treatment of many common stains using professional stain removal solutions that form part of our standard cleaning process. General stains including food, drink, mud, and similar everyday spillages can often be fully or largely removed, particularly where they have not been left for an extended period.

• Reduction of odours, allergens, and surface bacteria through the cleaning and extraction process.

• Restoration of a fresher and more hygienic surface appearance, extending the usable life of the carpet or fabric.

What cleaning cannot achieve

• Cleaning cannot undo years of neglect, long-term damage, or permanently bonded staining. The longer soiling or staining has been present, the lower the likelihood of full removal. Stains left for more than a few days begin to chemically bond with carpet fibres and the chances of complete removal reduce significantly with time.

• Cleaning cannot restore a carpet or fabric to its original as-new condition where it has been subject to years of wear, fading, fibre damage, or neglect. Our service removes dirt and soiling - it does not reverse physical deterioration of the material itself.

• We carry a range of professional stain removal products suitable for the majority of common stains, but we cannot guarantee removal of every stain. Every stain is different, every carpet composition is different, and the outcome depends on the nature of the stain, how long it has been present, what has been applied to it previously, and the condition and composition of the carpet. We will always try our best, but results cannot be guaranteed in advance.

• Cleaning cannot repair or reverse physical damage to fibres, pile, backing, or structure. Where a carpet or fabric is worn, threadbare, faded, or structurally compromised, cleaning will not improve its condition beyond removing surface soiling.

• We cannot undo damage caused by the customer's own use of off-the-shelf cleaning products, supermarket carpet cleaners, spray foams, or DIY cleaning machines. Such products are widely available but are frequently unsuitable for the carpet type they are applied to and can cause permanent damage including bleaching, colour stripping, fibre weakening, residue build-up, backing degradation, and irreversible staining. By the time a customer seeks professional cleaning, this damage has often already occurred and cannot be reversed regardless of the quality of cleaning applied. Where we identify that prior DIY treatment has caused or contributed to the condition of the carpet, we will advise the customer before proceeding, but we cannot be held responsible for the outcome where pre-existing DIY damage is present. Our professional cleaning process is not designed to repair the consequences of unsuitable products - it is designed to clean. These are two different things.

Regular cleaning and carpet maintenance

Carpets that are cleaned regularly - ideally every one to two years - will maintain a far better appearance and condition over their lifetime than those left for many years between cleans. Regular cleaning prevents soiling from bonding deeply into fibres, keeps colours looking fresher, and significantly extends the usable life of the carpet. A carpet that has been well maintained and cleaned regularly will respond far better to each clean and is more likely to achieve a result close to its original appearance. Customers who leave carpets for many years before seeking a first clean should be aware that some deterioration will be irreversible regardless of the quality of cleaning applied.

3. Carpet Cleaning - Conditions, Limitations, and Customer Guidance

The following sections explain the range of factors that can affect the outcome of professional carpet and upholstery cleaning. Understanding these helps set accurate expectations and ensures the best possible result from every visit.

1. Cleaning Expectations vs. Carpet Wear & Tear

• Carpets naturally degrade over time, and cleaning cannot restore them to a “like-new” condition.

• Stains, soiling, and spills left untreated over an extended period can permanently bond with or discolour carpet fibres. We can remove surface dirt and soiling, but we cannot guarantee the appearance of the carpet after cleaning where fibres have been permanently altered by long-term staining or chemical damage. The result of cleaning is the removal of dirt, not the restoration of the original carpet appearance.

• 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.

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, Equipment, and Room Preparation

We are a carpet cleaning company, not a furniture removal or refitting service. Customers are responsible for preparing rooms before our visit and for replacing all furniture and equipment afterwards. Please note the following:

• Rooms should be cleared of as much furniture and belongings as reasonably possible before our arrival. The more accessible the carpet, the better the cleaning result. Clear rooms allow us to work more efficiently and safely, complete the job more quickly, and reduce unnecessary time during the visit - all of which helps keep our prices as low as possible for our customers. We can only clean areas we can reach safely and without obstruction.

• We do not move furniture as part of our service. Where furniture remains in the room, we will clean up to and around it and under it where accessible, but we cannot guarantee cleaning of areas beneath or immediately adjacent to items that have not been moved.

• Where we agree to assist with moving light furniture items as a courtesy, this is entirely at our discretion and does not form part of the cleaning contract. We accept no liability for any damage to furniture, flooring, walls, or other surfaces that may occur during such assistance.

• We do not move, disconnect, or reconnect any electronic or electrical equipment, including televisions, television stands, gaming consoles, home cinema equipment, computers, or any other connected devices or the cabinets or stands on which they sit. Electronic equipment and its associated cabling presents a risk of damage during moving, and we have no way of knowing how equipment is connected or how to reconnect it if something becomes dislodged. We will clean up to and around such items only and will not clean behind or beneath them. If the customer wishes us to clean behind or beneath electronic equipment or its supporting furniture, they must move it themselves before our arrival, taking responsibility for any cables or connections that may be affected, and refit the equipment themselves afterwards. We accept no liability for any damage to electronic equipment or its connections arising from the customer moving such items to facilitate cleaning.

• Beds and large bedroom furniture are treated in the same way as all other fixed or heavy items - we do not move them as standard practice. Beds are often too large or heavy to move safely without risk of damage to the carpet, the bed frame, or the surrounding area. We will clean around beds and as far under them as is accessible without moving them. Areas beneath beds that are inaccessible without moving the bed will not be cleaned. If the customer wishes the full area beneath a bed to be cleaned, the bed must be moved by the customer before our arrival. In exceptional circumstances where we agree to assist with moving a bed, this is done entirely at the customer's risk. Dragging or sliding a bed or any heavy furniture item across carpet can stretch and distort the carpet, pulling it away from the grippers and causing rippling or lifting that we cannot correct during or after cleaning. This is a particular risk with furniture on castors. We do not recommend any heavy furniture being dragged across carpet for this reason.

• Settees, heavy armchairs, and similar upholstered furniture are subject to the same policy. Where such items are light enough to be moved easily and safely we may move them at our discretion, but this is not part of our standard service. Where items are on castors or are heavy, we will not drag them across the carpet due to the risk of carpet stretching described above. Our standard service is to clean accessible carpet areas only and to clean up to any obstruction in the room. The customer should move any items they wish us to clean beneath before we arrive.

• Carpets must be vacuumed thoroughly before our arrival. Our equipment is a professional carpet cleaning machine and is not designed for general household debris removal. Loose debris, pet hair, and surface dirt must be removed by vacuuming before we clean. Pet owners in particular must ensure carpets are thoroughly vacuumed beforehand, as pet hair - including cat and dog hair - can clog our machine during cleaning and affect the quality of the result. We cannot be held responsible for reduced cleaning performance or machine issues where carpets have not been adequately vacuumed prior to our visit. If carpets have not been vacuumed on arrival we reserve the right to vacuum them ourselves at an additional charge, or to reschedule the visit.

• We do not move tables or heavy items of furniture. Attempting to move furniture risks damage to carpet fibres, staining from leg marks or pad residue, and potential damage to the furniture itself including broken legs or joints. The customer should always remove furniture they wish us to clean beneath before we arrive.

• Areas of carpet that are inaccessible due to furniture or equipment that has not been moved will not be cleaned, and no reduction in charge will apply for those areas.

• Furniture and room preparation requirements are discussed at the time of initial booking, with further clarification on site on the day if needed. It is the customer's responsibility to ensure the room is prepared before we arrive.

• We are not liable for any areas left uncleaned due to furniture, equipment, or other items left in place.

• Where furniture is fixed in place or cannot be moved, we will generally clean to within approximately one inch of it. This is to prevent wet carpet from making direct contact with furniture bases, which can cause wood dye, varnish, or other finishes to bleed onto the carpet. Customers should be aware that areas immediately adjacent to fixed furniture may not be fully cleaned for this reason.

4. Fragile Items, Ornaments, and Working Area Preparation

Professional carpet cleaning involves the use of cleaning machines, hoses, and equipment that must be moved around and between rooms during the cleaning process. We always work with care and carry out a safety check on arrival, but customers should take reasonable steps to ensure all areas we work in are as clear and unobstructed as possible. The following guidance applies:

• The areas of carpet to be cleaned, and the routes between rooms, should be as clutter-free as possible before our arrival. We understand it is not always practical to empty a room entirely, but we strongly recommend that any objects which could be easily caught, knocked, or dislodged are removed before we begin in order to prevent any possible incidents. This includes general floor clutter such as shoes, bags, or other items left in hallways and doorways. Such items present a trip hazard to ourselves and our equipment, and we cannot accept responsibility for any damage or injury resulting from an accident caused by obstructions on the floor that were not cleared before our arrival.

• Customers are advised to remove or secure any fragile, valuable, or easily displaced items from rooms being cleaned before we arrive. This applies to any item in the working area that is not firmly fixed in place, regardless of where it is located. The range of objects that could potentially be affected is too varied to list exhaustively, and customers should use their own judgement to identify and remove or secure anything they consider to be at risk.

• Cleaning hoses and equipment cables move and flex during use due to suction and pressure, and we may need to move backwards or sideways while operating equipment, particularly in confined spaces, narrow hallways, or when moving between rooms. While we always take care, there is an inherent risk of incidental contact with nearby objects in a working environment. Customers should ensure all areas we are working in and moving through are clear of anything that could be dislodged or damaged by such contact.

• We will carry out a visual safety check on arrival and will flag any items we consider to present a risk before we begin. Where possible we will ask the customer to move or secure those items before cleaning commences.

• We cannot accept liability for damage to any item that was not properly secured or removed from the working area where the customer had the opportunity to do so before cleaning began. It is the customer's responsibility to ensure that fragile, valuable, or irreplaceable items are adequately protected before our visit.

5. Wet Carpet, Slip Hazard, and Floor Protection

Freshly cleaned carpets will be wet or damp immediately after cleaning. Customers and all household members should be aware of the following:

• Customers and household members should stay off freshly cleaned carpets as much as possible until they are fully dry. Walking on wet carpet will transfer moisture to the soles of footwear, and walking from a wet carpet onto a hard floor surface such as tiles, laminate, or wood with wet soles creates a slip hazard. Customers should be aware of this risk and take appropriate care when moving between wet carpeted areas and hard floor surfaces. We cannot accept liability for any slip or fall resulting from wet soles transferred from freshly cleaned carpets.

• We do not wear shoe covers or overshoes during our visit. Shoe covers tear easily in use and create their own slip hazard on hard floor surfaces, making them impractical and potentially more dangerous than not wearing them. We take care when moving between areas and will wipe footwear where possible.

• If customers do not wish us to walk on carpets or flooring areas that are not being cleaned, it is the customer's responsibility to cover those areas with suitable sheeting or protection before our arrival. We do not provide floor coverings or protective sheeting as part of our standard service. We will always take reasonable care when moving between areas but cannot guarantee that uncovered floors will remain completely unaffected by our passage through the property.

6. Wall Finishes, Skirting Boards, Wallpaper, Hard Floors, and Carpet Edges

During cleaning we work as close to walls, skirting boards, and other fixed surfaces as is safely possible. However, there are a number of situations where we must leave a small gap to avoid causing damage to the surrounding surfaces or finishes. Customers should be aware of the following:

• Skirting boards and wall finishes: We will generally clean to within approximately one inch of skirting boards where there is any concern about the finish. Gloss paint is typically waterproof and we can usually clean closer to it without issue, however there are many types of paint and finish that are not water-resistant and could be marked or damaged by moisture or splash during cleaning. We cannot always identify the paint or finish type on sight, and we cannot guarantee that surfaces will not be affected by incidental moisture contact. Where we have concerns we will clean conservatively and discuss this with the customer on the day.

• Adjacent hard floors: Where carpet meets or is adjacent to wooden flooring, laminate, or highly polished hard floors, overspray or moisture from cleaning carpet edges may reach those surfaces. We will take care to minimise this but cannot guarantee that adjacent hard floor surfaces will remain completely free of moisture contact during carpet edge cleaning. Customers should be aware of this risk and may wish to protect adjacent hard floor areas before we begin. We will advise the customer on arrival where we identify this as a potential concern.

• Wallpaper: Where wallpaper runs down to floor level or close to the carpet edge, we will maintain a safe cleaning distance to avoid the wallpaper absorbing moisture from the wet carpet or being splashed during the cleaning process. Wallpaper can soak up damp from adjacent wet carpet and may lift, bubble, or stain as a result. We will not clean right to the edge of the carpet in such areas and will advise the customer accordingly.

• Unprotected stair edges and missing trim: On staircases where protective nosing, trim, or wood guards are absent or damaged, we may be unable to clean closer than approximately one inch from the exposed edge for similar reasons. We will assess and advise on the day.

• Carpet edges and deep pile: The edges of carpets are often folded or pressed downwards against the gripper or wall, creating an indent that our cleaning equipment cannot always reach effectively. This is a physical limitation of the cleaning process and is particularly common with thick pile carpets. The very edge of the carpet may therefore not be cleaned to the same standard as the main body of the carpet. This is not a failure of our service but an inherent limitation of carpet edge construction.

• Any concerns about wall finishes, wallpaper, stair edges, or carpet edges should be raised with us before cleaning begins. We will always discuss any specific concerns we identify on arrival, but the customer should inform us of anything they are aware of in advance so we can plan accordingly.

7. 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.

• The cleaning process itself involves the movement of our cleaning head across the carpet under pressure and suction. On carpets that are old, poorly fitted, or not securely attached to the grippers around the perimeter, this action can pull the carpet away from the grippers or aggravate existing rippling. This is a direct result of the carpet's fitting condition and not a consequence of our cleaning method. We do not apply excessive force, but the suction and movement involved in professional cleaning can expose latent fitting weaknesses that were not apparent before cleaning began.

• We do not saturate carpets in a way that would cause unnecessary movement or stretching.

• 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.

• If we observe rippling, lifting, or carpet pulling away from grippers before or during cleaning, we will immediately stop and inform the customer. At that point the customer may choose to continue cleaning at their own risk, accepting that further rippling or lifting may occur, or we will cease cleaning at that stage. Where cleaning is ceased due to carpet fitting concerns, a charge proportional to the work completed will apply.

• Any carpet that has pulled away from grippers or requires re-stretching or re-fitting as a result of cleaning, whether due to pre-existing fitting issues or backing deterioration, must be addressed by a professional carpet fitter. Re-fitting and re-stretching of carpets is not a service we offer and does not form any part of our cleaning contract.

• 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.

• 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.

8. Carpet and Upholstery Drying - Fibre Types, Ventilation, and Aftercare

• Man-made and synthetic carpets can feel cool or slightly firm to the touch when cold, even when completely dry. This is a well-documented property of synthetic fibres - moisture in the air condenses on the surface of man-made fibres in the same way it does on any cold synthetic surface, creating a sensation that customers often mistake for residual dampness from cleaning. The same phenomenon is commonly experienced with synthetic clothing in winter, where garments feel damp to the touch even after being dried for several days. This is not dampness from cleaning but condensation on the fibre surface, and it is entirely normal behaviour for man-made materials. Customers who are uncertain whether their carpet is actually damp can carry out the following simple tests before contacting us. First, feel a comparable area of the same carpet type in another room of the house that has not been cleaned - if that carpet feels the same, the sensation is a property of the fibre and not an indication of residual moisture. It is important that any comparison is made against the same carpet type and composition, as different carpets will feel different regardless of moisture content. Second, place a sheet of plain white kitchen towel flat on the carpet and stand on it firmly for at least 30 seconds. If no visible moisture transfers to the towel, the carpet is not wet. This is a straightforward and reliable test. If both tests suggest the carpet is dry, no further action is needed. Further information about condensation on synthetic fibres is available via a general internet search for those wishing to understand the phenomenon in more detail.

• Drying times vary significantly depending on fibre composition. Man-made fibres such as polyester and nylon have low moisture absorption and generally dry the fastest, often within a few hours under good conditions. Natural fibres such as wool and cotton absorb significantly more moisture and take considerably longer to dry. Most domestic carpets and upholstery contain a blend of fibre types and drying times will reflect the overall composition. We can provide a general estimate of expected drying time but cannot give a precise timescale as this depends on the specific fibre blend, the thickness of the material, the ambient temperature, and the level of air movement available. The greater the proportion of natural fibres, the longer the drying time.

• Carpets and upholstery cleaned in well-ventilated conditions on a warm day will typically be dry within a few hours of our departure. Under normal conditions with adequate ventilation and warmth, most materials are dry within 24 hours. Slightly warm air combined with good air movement is the most effective way to accelerate drying and is generally straightforward to achieve in summer but more difficult in cold winter conditions where heating may be limited and windows cannot easily be left open.

• It is the customer's responsibility to ensure adequate ventilation and warmth after cleaning. This includes opening windows, running heating where possible, and allowing air to circulate freely through the cleaned areas. We cannot be responsible for extended drying times caused by closed premises, poor ventilation, or cold conditions after our departure.

• Where a customer has concerns about drying time, we can spend additional time on site using fans and drying equipment to accelerate the process. This is available at an additional charge and must be requested at the time of the visit. We cannot instantly dry carpets or upholstery regardless of the time spent, and there will always be a residual drying period of at least a few hours even with additional drying effort. We are not responsible for drying times once we have left the premises.

• Where adequate ventilation and warmth are not maintained after cleaning, the carpet or upholstery may remain damp for an extended period - in cold or poorly ventilated conditions this could be several days. Prolonged dampness can lead to bacterial growth within the fibres, which can cause the carpet or upholstery to develop an unpleasant smell. This is entirely a consequence of inadequate aftercare and is not related to our cleaning. Where bacterial odour develops due to insufficient drying conditions, the affected area will require deodorisation, antibacterial treatment, or a further cleaning visit, all of which will be chargeable as a separate service.

• Furniture must not be placed on carpets or upholstery until they are fully dry, to prevent dye transfer, staining, or mould growth.

9. 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.

• Unlimited stain combinations: There are a virtually unlimited number of substances that can be spilt or soiled onto a carpet, and each type of stain ideally requires its own specific stain removal product or technique to achieve the best result. A solvent effective on paint, for example, will have little or no effect on a tea or coffee stain, and vice versa. We carry a professional range of common stain removal products as part of our standard service, but we cannot carry a specific solution for every possible substance. Where the nature of a stain is unknown - which is frequently the case, as customers often cannot identify what caused a stain or how long it has been present - we must assess it by appearance and apply the most likely suitable treatment, sometimes attempting multiple products. We cannot guarantee the outcome of stain removal where the stain type is unknown or where no suitable product in our range is effective against that specific substance.

• Standard cleaning and individual stain treatment: Our standard cleaning service uses a professional pre-spray solution applied to the carpet prior to cleaning which dissolves and lifts the majority of common general soiling and everyday marks as part of the standard process. General soiling - everyday dirt, dust, light marks, and medium-level soiling - is what our standard cleaning contract is designed to address and can generally be removed successfully. Anything not removed during the standard cleaning process is likely to be a permanent or deeply embedded stain requiring individual treatment. Individual stain treatment is charged separately and will be discussed with the customer before work begins. Customers should not assume that every stain on the carpet will be included in the standard cleaning charge.

• Time and practicality of stain removal: Each individual stain requiring specific treatment can take anywhere from ten to twenty minutes or more to attempt, depending on its nature, age, and how it responds to treatment. A carpet with several problematic stains will require proportionally more time and materials, and the cost will reflect this. It is not practical or cost-effective to attempt individual treatment of every stain on a carpet that has sustained heavy or widespread staining over many years. In such cases we may advise the customer that the cost and time involved in attempting full stain removal would be disproportionate to the likely result, and that replacement of the carpet may represent better value. This advice is given in the customer's interests and not as a refusal to work. We always aim to be honest about what is achievable so that customers can make an informed decision.

• Soiling versus staining: Customers sometimes perceive their carpet as being heavily stained when in fact the majority of the problem is general soiling - accumulated dirt, dust, and everyday use marks that respond well to standard cleaning. True staining, caused by specific substances bonding with the fibres, is a different problem. We will always assess the carpet on arrival and advise honestly on what is soiling and what is likely permanent staining, so that the customer's expectations are accurate before we begin. Where a carpet that appears heavily marked proves to be primarily soiling rather than staining, the result of cleaning can be significantly better than the customer expected. Where the carpet has both heavy soiling and multiple embedded stains, we will advise accordingly.

• Right to decline heavily stained carpets: We reserve the right to decline to clean, or to decline to attempt individual stain removal on, carpets or areas where we believe the likely result will be extremely limited relative to the time and cost involved. This may apply where a carpet has sustained years of heavy soiling, widespread permanent staining, or damage beyond reasonable cleanability. We will always explain our assessment to the customer clearly and honestly. Declining to clean in such circumstances is not a failure of service - it is a professional judgement made in the customer's interest to avoid them spending money on a clean that is unlikely to produce a satisfactory result.

• 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. Chemical residues left by DIY products can also attract further soiling over time.

• 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 agents and colour damage: Many DIY cleaning products and supermarket carpet cleaners contain bleaching agents or optical brighteners. These can appear to lighten a stain or temporarily make the carpet look cleaner, while actually bleaching or chemically altering the carpet's dye. The colour damage caused by these agents may not be immediately obvious, but when we clean the carpet, the loosened or bleached dye can be lifted or shifted during the cleaning process, resulting in visible colour loss or patchy discolouration. This is not caused by our equipment or methods. The colour had already been damaged and destabilised by the bleaching agents before we arrived. We cannot be held responsible for colour loss or discolouration that becomes apparent during or after cleaning where bleaching agents or brighteners have been used previously.

• 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 from DIY or poor cleaning practices by previous cleaners can soak into the carpet backing, leading to adhesive weakening, rippling, and potential mould growth. See section 2.14 for full details of pre-existing damage caused by others.

• 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.

• Scrubbing brush damage: Attempting to remove a stain by scrubbing with a brush, scouring pad, or any abrasive implement causes permanent and irreversible damage to carpet texture. Scrubbing breaks down and distorts the individual fibres, matting and crushing the pile in a way that cannot be corrected by cleaning or any other means short of replacement. The damaged area will typically look different in texture and light reflection from the surrounding carpet even after cleaning, and this difference will remain permanently. Customers should never scrub a carpet stain with any abrasive tool. Blotting and professional treatment are the only approaches that do not risk permanent texture damage. Where scrubbing damage is identified on arrival we will advise the customer, but we cannot be held responsible for texture damage that was caused before our visit and we cannot restore the carpet to its pre-damage condition.

• Safe removal requires professional techniques: True stain removal involves dissolving the stain using appropriate professional solutions and flushing it out completely to avoid residues.

• 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. Where smells have penetrated the backing or underlay they cannot be fully resolved by surface cleaning - see section 6 for full details.

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 at www.chrisswinson.co.uk/stains.htm and should be read as part of our service contract.

10. Carpet Fibre Types and Stain Resistance

Our cleaning methods and solutions are calibrated for the most common domestic carpet compositions. Unless informed otherwise, we proceed on the assumption that carpets are made from standard fibre types as described below. Customers must inform us before cleaning begins if their carpet contains any unusual, exotic, or non-standard materials or fibre blends, as we cannot predict how such materials will respond to our cleaning process.

• Standard carpet compositions we work with regularly include pure wool, wool and polyester blends, wool and nylon blends, and fully synthetic carpets made from polyester, nylon, or polypropylene. These are the typical fibre types found in the majority of domestic carpets and our methods are suited to them.

• If a carpet contains fibres outside these standard compositions - including but not limited to silk, bamboo, seagrass, sisal, jute, coir, viscose, or any other natural or exotic material - the customer must inform us before we begin. Our standard cleaning methods may not be suitable for such materials and could cause damage, distortion, colour change, or pile loss that would not occur with a standard carpet. We cannot be held responsible for damage to carpets containing non-standard fibres where we were not informed of the composition before cleaning.

• Where a carpet's fibre composition is unknown to the customer, they should inform us of this before booking. We will assess the carpet on arrival and advise whether we are able to proceed. Where we cannot determine the fibre type and the composition is uncertain, we may decline to clean or may proceed only on the basis that the customer accepts the risk in writing.

• Wool and wool-mix carpets have no inherent stain resistance. Wool fibres are naturally porous and absorbent, meaning spills and soiling penetrate quickly and deeply. While professional cleaning can remove surface dirt and many soiling deposits, we cannot restore the original colour of wool fibres that have been permanently stained or chemically altered by spills, urine, cleaning products, or long-term neglect. Deep staining in wool is often irreversible.

• Wool-mix carpets, where wool is blended with synthetic fibres, offer slightly greater resilience than pure wool but inherit many of the same vulnerabilities. The wool content remains susceptible to deep staining and colour damage regardless of the blend ratio.

• Man-made and synthetic carpets, such as those made from nylon, polyester, or polypropylene, are generally more resistant to surface soiling and can withstand a greater degree of wear and spillage before sustaining permanent damage. However, this resilience is not indefinite. Long-term neglect, repeated unresolved staining, chemical damage, or prolonged exposure to dirt and soiling will eventually cause irreversible damage to synthetic fibres as well. The greater tolerance of man-made fibres does not mean damage can always be undone at any stage.

• Regardless of fibre type, the longer a stain or soiling deposit is left untreated, the lower the likelihood of full removal. Early treatment always produces better outcomes. We can clean what is present at the time of our visit, but we cannot undo the effects of time, neglect, or previously untreated damage.

• We cannot guarantee the final appearance of any carpet after cleaning where permanent fibre damage, deep staining, or colour alteration is present. Our service is the removal of dirt and soiling to the best achievable standard given the condition of the carpet at the time of cleaning.

11. 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 is not part of our standard treatment because we cannot predict which fabrics are viscose without clear labelling. The conditioner is expensive and not included in routine cleaning costs.

• 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 is not part of the initial cleaning package.

12. Upholstery Cleaning and Unknown Materials

• We cannot guarantee the outcome or consequences of cleaning upholstery that does not have a materials list label.

• Colourfastness: All materials submitted for cleaning - whether carpets, upholstery, rugs, or any other fabric - are assumed by us to be colourfast and suitable for wet cleaning unless the customer informs us otherwise. We have no means of testing colourfastness prior to cleaning without actually beginning the process. If colour movement is detected at any point during cleaning we will stop immediately and inform the customer. At that point the customer may choose to continue at their own risk or we will decline to proceed further. We cannot be held responsible for colour run, dye transfer, or permanent colour loss where the material was not colourfast and this was not declared or known prior to cleaning.

• Curtain fabric and unsuitable upholstery materials: It is more common than many customers realise for sofas and upholstered furniture to be manufactured using curtain fabric or other decorative materials that are not designed or rated for regular use, abrasion, or wet cleaning. Such fabrics are not fit for purpose as upholstery in our opinion and present a high risk of colour run, shrinkage, distortion, or pile damage during cleaning. We cannot always identify curtain fabric or similarly unsuitable materials by sight alone. Where we suspect a fabric is not suitable for cleaning we will raise this with the customer before or during cleaning and may decline to proceed if we believe permanent damage is likely. Customers should check the composition and intended use of any fabric covering their furniture and inform us of any concerns before we begin. The majority of sofas and upholstered furniture do not carry labels disclosing the fabric composition, and in such cases the customer takes responsibility for ensuring the material is suitable for wet cleaning.

• Price and perceived quality: Customers should not assume that a more expensive sofa or fabric will necessarily be easier or safer to clean. In many cases the opposite is true. Higher-cost sofas are often upholstered in more exotic, decorative, or delicate fabrics - including viscose, silk blends, and curtain-grade materials - which are among the most difficult and risky to clean. By contrast, lower-cost sofas frequently use polyester or polyester-blend fabrics which are man-made, durable, and generally the most straightforward materials to clean with the best and most predictable results. The price paid for a sofa is not an indicator of its cleanability, and customers should not expect a premium result simply because the sofa was expensive. Cotton is also generally a cleanable material but is prone to discolouration and dye fading over time, meaning cotton upholstery can appear dull, uneven, or dirty-looking after cleaning even when thoroughly cleaned - this is a consequence of natural fibre ageing and soiling absorption over the years rather than a failure of our cleaning.

• 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, along seams or edges, on or inside cushions, or along the back panel. If no label is present, please check your original purchase documents for material details.

• If the label indicates “viscose” or “rayon,” or if the fabric appears to be velvet or silky, 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 cannot be cleaned; we will not clean such items to avoid damage.

• If no label is present or the material is unknown, we will not proceed with cleaning unless the customer specifically requests it and accepts full responsibility in writing.

• 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.

• Proper drying is essential to prevent mould or mildew. We extract moisture where possible, but poor ventilation or customer actions may lead to issues for which we are not responsible.

13. Carpet Colour, Fading, and Appearance After Cleaning

• Cleaning removes dirt and soiling from carpet fibres. It does not restore, alter, or reverse changes to the carpet's colour, tone, or appearance caused by wear, fading, or fibre damage. Customers should not expect the carpet to look the same after cleaning as it did when new.

• Sunlight causes permanent and irreversible colour fading in all carpet types over time. UV exposure bleaches dyes progressively, and this discolouration cannot be corrected by cleaning. Areas exposed to direct sunlight will typically fade at a faster rate than areas in shade, resulting in uneven colouring across the same carpet.

• Faded or discoloured carpets can appear dirty or stained even after thorough cleaning. This is because colour loss and fibre discolouration give a similar visual impression to soiling. We cannot be held responsible where a carpet continues to look dirty after cleaning due to pre-existing colour fading rather than remaining dirt.

• The true original colour and texture of a carpet is often best preserved in areas that have been protected from foot traffic and light, such as under furniture. These areas may look noticeably different from the surrounding carpet after furniture is moved. This contrast reflects years of differential wear and fading and is not caused by our cleaning.

• Pile flattening, crushing, and matting change the way light is reflected from carpet fibres, which directly affects the perceived colour and tone of the carpet. Flattened pile reflects light differently from upright pile and can make areas appear darker, lighter, or patchy. Cleaning does not restore flattened pile, and these tonal differences will remain after cleaning.

• Texture damage, including matting, crushing, fraying, or fibre distortion caused by furniture legs, castors, foot traffic, or general wear, alters the surface structure of the carpet. Changes to texture affect how the carpet looks under different lighting conditions. We cannot restore texture damage, and areas of texture change may look inconsistent with surrounding areas after cleaning.

• Where a carpet has areas of differing pile direction, texture, or density due to wear patterns or manufacturing variation, these areas may appear to change in colour or tone depending on the viewing angle and lighting. This is a visual property of the carpet and is not related to cleanliness.

• We will always clean to the best achievable standard. However, where a carpet's appearance after cleaning does not meet the customer's expectations due to pre-existing colour fading, fibre discolouration, texture damage, or general age and wear, this does not constitute a failure of our service and will not be grounds for a refund or repeat visit without charge.

14. Pre-Existing Damage, Carpet History, and Customer Disclosure

Customers must inform us of any known issues with their carpets before cleaning begins. Many forms of pre-existing damage are not visible to inspection and can only become apparent during or after cleaning. We cannot be held responsible for damage that results from undisclosed or unknown pre-existing conditions. The following are examples of issues that must be declared where known:

• Water damage from any source, including leaking roofs, burst or leaking pipes, flooding, or prolonged damp exposure, can dissolve or weaken the adhesive bonding that holds carpet pile to the backing. This damage may not be visible before cleaning begins. The action of cleaning, including the movement of the cleaning head and water extraction, can cause pile to detach or shed from areas where the binding has already failed. This is not caused by our cleaning process but is a direct consequence of pre-existing structural failure in the carpet. Customers must inform us of any known or suspected water ingress or damp history affecting the carpet before we begin.

• Previous professional cleaning, particularly cleaning carried out using high-temperature steam or improper methods, can cause damage that is not immediately apparent. High-temperature steam can distort, dissolve, or permanently damage carpet pile, fibre structure, and backing materials. Such damage may only become visible during or after subsequent cleaning. We are not responsible for damage attributable to previous cleaning carried out by others.

• Cheap or inexperienced carpet cleaners sometimes use bleaching agents, brightening agents, or harsh chemicals as a shortcut to make carpets appear cleaner immediately after treatment. These products can cause progressive dye damage, fibre degradation, and colour instability that may not be visible straight away. When we subsequently clean the carpet, this underlying chemical damage can become apparent as colour loss, patchy discolouration, or altered texture. Customers are often unaware this has happened, as the damage develops gradually after the previous clean. We are not responsible for any colour or fibre damage attributable to products or methods used by previous cleaners.

• DIY cleaning attempts, including the use of over-the-counter spray foams, carpet shampoos, or rented cleaning machines, can leave chemical residues, weaken fibres, cause backing degradation, or saturate the carpet in ways that affect how it responds to professional cleaning. Customers must inform us of any DIY cleaning attempts prior to our visit.

• Older carpets with deteriorating backing materials, weakened pile adhesion, or general structural degradation may develop ripples, lifting, or pile loss during cleaning even where no prior damage is visible. General age and wear can accelerate these effects. Cleaning can expose or worsen latent deterioration that would have become apparent regardless of whether cleaning took place.

• Threadbare, worn-through, or structurally weakened carpets or fabric areas present a particular risk during cleaning. Where pile has worn down to or near the backing, or where fibres are visibly thinning, fraying, or breaking down, the cleaning process - including the movement of the cleaning head and the suction involved - can cause further fibre loss, tearing, or complete pile removal in those areas. This type of damage is a direct consequence of the carpet's pre-existing weakened state and is not caused by our equipment or methods. Customers must inform us of any threadbare, thin, or structurally compromised areas before we begin. Where we identify such areas on arrival we will bring them to the customer's attention before proceeding. We cannot be held responsible for further deterioration of areas that were already weakened or threadbare at the time of cleaning.

• Any carpet that has previously been cleaned by another company, treated with chemicals or sealants, or repaired or patched may respond differently to cleaning. Customers should provide as complete a cleaning and treatment history as possible so we can adapt our methods accordingly.

Where a customer is unaware of the carpet's full history, they should say so. We will assess the carpet on arrival and raise any concerns before proceeding. However, we cannot identify all forms of pre-existing damage by visual inspection alone, and some issues will only become apparent once cleaning is underway. Where damage becomes apparent during cleaning, we will stop, inform the customer, and agree how to proceed before continuing.

We are not responsible for any damage, pile loss, rippling, backing failure, or deterioration that results from pre-existing conditions, regardless of whether those conditions were known to the customer at the time of booking.

If you are unclear about any aspect of these terms, have concerns about the condition of your carpet, or are unsure whether cleaning is appropriate given the carpet's age, history, or condition, please raise these concerns with us before booking or before cleaning begins. We are happy to discuss any concerns and advise accordingly. Once cleaning has commenced it may not be possible to reverse or address issues that arise from pre-existing conditions, so it is always better to raise concerns in advance. We would rather discuss a potential issue beforehand than have to stop mid-clean or deal with a complaint afterwards.

4. Absent Customer Policy

As a general rule, we do not undertake cleaning work when the customer is not present at the premises. This policy exists to protect both parties. A responsible adult must be present at the property at all times during our visit.

A “responsible adult” means a person aged 18 or over who is authorised by the customer, is physically present on the premises throughout the visit, can grant access to all necessary areas, can receive our post-job briefing, and can inspect and acknowledge the completed work before we leave.

We reserve the right to refuse or decline any booking where no responsible adult will be present. This includes situations where access is arranged remotely or via a third party such as a neighbour, family member, or key holder who is not remaining on-site.

Where an exception is agreed in advance

In exceptional circumstances, and only where agreed explicitly in advance, we may proceed without the customer personally being present, provided a responsible adult as defined above is on-site throughout. Where no responsible adult is present, please be aware of the following:

• No on-site inspection or sign-off will be possible at the time of completion. The service is therefore considered complete and accepted in full upon our departure from the premises.

• Post-job ventilation, drying conditions, and aftercare are entirely the customer's responsibility. We cannot provide verbal guidance or walk-through advice in the customer's absence.

• Any concerns raised after we have left the premises will be treated as having been raised after sign-off and will not entitle the customer to a refund, discount, or repeat visit without additional charge.

• Access difficulties, on-site obstructions, or additional work required due to conditions found at the property remain chargeable regardless of the customer's absence.

On-site utilities and access

We require clear and safe access to water and power at the premises. Where the customer is absent, they must ensure the following are available before our arrival:

• An accessible water supply (kitchen sink, bathroom, or utility room). We will not search the property for utilities and cannot be held responsible for incomplete work where access to water is unavailable or obstructed.

• A working mains power supply. If power is unavailable, intermittent, or trips due to a sensitive consumer unit or fusebox, we cannot be held responsible for any resulting issues or incomplete work. We will not attempt to reset or interact with electrical consumer units.

• Clear access to all areas to be cleaned, free of obstructions and excess furniture. Where furniture or belongings block access, affected areas will not be cleaned and the full charge still applies.

Third-party condition of the property

We are not responsible for conditions left by third parties prior to our visit, including but not limited to debris, residues, or mess left by carpet fitters, tradespeople, or other contractors. Any additional cleaning required as a result of such conditions will be chargeable.

Key collection and property security

We do not collect, transport, or return keys on behalf of customers. Keys must be available at the premises at the time of our arrival, either held by the customer or a responsible adult who is present on-site throughout the visit.

We accept no responsibility for the security of the property before, during, or after our visit. In particular:

• We will not accept liability for any theft, loss, or damage to the property or its contents, including in circumstances where access was granted via a third party or key holder.

• We cannot be held responsible for locks, latches, or door mechanisms that fail to secure correctly upon our departure. It is the customer's responsibility to ensure all entry points are functional and secure prior to our visit.

• If we have reasonable concern that a property cannot be securely locked upon our departure, we reserve the right to decline the job or to notify the customer or a responsible contact before leaving.

By arranging access via a third party or key holder, the customer accepts sole responsibility for any security issues that arise and agrees that Chris Swinson Carpet Cleaning bears no liability in connection with the property's security.

Parking and Vehicle Access

We operate from a van and carry heavy professional cleaning equipment that must be unloaded via a ramp. Adequate parking adjacent to the property is essential and is the customer's responsibility to arrange or confirm before booking.

• We require a minimum of two full car-length parking spaces immediately adjacent to the property. This is necessary to allow us to deploy our unloading ramp and move equipment safely from the van to the premises without carrying it over distance.

• A private driveway is the ideal access arrangement. Where off-road parking is not available, suitable roadside parking immediately outside or as close as practically possible to the property is required.

• We cannot manually transport our equipment over significant distances from a remote parking location. Where no suitable parking is available within a reasonable distance of the property - including situations where terraced or town centre properties have no off-road parking, double yellow lines immediately outside, or restricted parking in the surrounding area - we reserve the right to decline the job on arrival or at the booking stage.

• It is the customer's responsibility to inform us of any parking restrictions, limitations, or difficulties at the time of booking, not on the day of the visit. Arriving to find inadequate parking with no prior warning wastes time for both parties and may result in the job being declined with a minimum call-out charge applied.

• The customer must ensure that private driveway access or suitable roadside parking is kept clear and available for our exclusive use during the duration of the visit. We cannot be responsible for delays or an inability to complete the work caused by parking that was blocked or unavailable on arrival.

5. 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 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.

• Equipment Breakdown During a Job: In the event of a critical equipment failure during a cleaning visit that prevents us from completing the work, we will leave the carpet in the best condition achievable up to the point of the breakdown and will return at a mutually agreed time to complete the remainder of the job at no additional charge to the customer. Equipment breakdowns are an unavoidable risk with any mechanical equipment and are not within our control. The customer accepts that such situations may occasionally arise and agrees that our obligation in those circumstances is to return and complete the work as promptly as reasonably possible.

• Arrival Times and Travel Delays: While we always aim to arrive at the agreed time, delays caused by road incidents, traffic conditions, accidents, or other circumstances beyond our control may cause us to arrive late or, in exceptional cases, require us to reschedule the appointment entirely. Where we are aware of a likely delay or need to reschedule, we will contact the customer as early as possible to advise them. We cannot be held responsible for delays caused by circumstances outside our control, but we will always communicate promptly and aim to minimise inconvenience.

6. Quotations

• No Site Visits: We do not visit properties to provide quotations prior to booking. Pre-visit surveys require significant time and travel for each potential job, which would add substantially to our operational costs and ultimately to our prices. Keeping our costs low allows us to keep our prices fair and accessible. Quotations are therefore given by telephone based on information provided by the customer.

• Verbal or On-Site Quotations: Quotations are given verbally over the phone or in person only if we are already on-site at the start of the job.

• Estimates Only: Any quotation given is an estimate based on the information provided by the customer at the time. Estimates assume a standard clean of normally soiled carpets and cannot account for conditions not described or not visible until we arrive. Our standard quotation covers general soiling removal only and does not include individual stain removal, which is assessed and charged separately on the day.

• Room Size: Our pricing is based on room size as described by the customer at the time of quotation. Most customers do not know the precise dimensions of their rooms, and our estimates are therefore based on the size description given to us - for example, a standard lounge, a large bedroom, a small hallway. Where a room proves to be significantly larger than described, the price will be adjusted accordingly. It is the customer's responsibility to give as accurate a size description as possible. We will always measure or assess the room on arrival and advise of any price adjustment before commencing work.

• Customer Responsibility to Describe Accurately: It is the customer's responsibility to describe the condition and size of their carpet or upholstery as accurately as possible at the time of requesting a quotation. Our quotation is given in good faith based solely on what the customer tells us. Customers should be aware that people frequently underestimate the level of soiling or staining present - carpets that appear reasonably clean to the untrained eye can be heavily soiled, and customers with heavily stained carpets often describe them as only lightly marked. Where the condition or size of the carpet on arrival is materially different from what was described at the time of quotation, the original quotation is considered void. A revised estimate will be provided on arrival before any work commences.

• Honest Pricing: We do not inflate or revise prices on arrival beyond what is genuinely warranted by the actual condition or size of the carpet. Any price difference discussed on arrival will only arise where the room size or level of soiling was not accurately described during the initial telephone quotation. We have no interest in price-hiking jobs and our reputation is built on fair and transparent pricing. Where the carpet is as described, the quoted price stands.

• Estimates Can Vary: The final charge may differ from the initial estimate where carpets are found to be heavily soiled, heavily stained, larger than described, or require treatment beyond what constitutes a standard clean. Any such issues will be assessed on arrival, discussed with the customer, and agreed before additional work commences.

• We Cannot Assess Stains Remotely: It is not possible to determine whether a specific stain or area of soiling is removable by looking at a photograph or from a verbal description alone. There are a near-infinite combination of carpet types, fibre constructions, dye systems, and substances that can be spilt or soiled onto a carpet, each responding differently to cleaning. We will always assess the carpet on arrival and advise accordingly, but we cannot guarantee outcomes in advance.

• Equipment and Solutions: We use top-of-the-line professional cleaning equipment, solutions, and techniques selected to achieve the best possible results across a wide range of carpet types and soiling conditions.

• No Guarantee of Results: Despite using professional equipment and our best efforts, we cannot guarantee the outcome of any clean. Carpet cleaning results depend on fibre type, age, construction, the nature and age of staining, previous cleaning history, and many other factors outside our control. We will always strive to make carpets look as clean and fresh as possible, but a like-new result cannot be guaranteed and is not implied by any quotation or estimate.

• Carpets May Appear Worse After Cleaning: On heavily soiled or neglected carpets, the overall level of dirt and soiling can mask old stains, faded areas, and pre-existing marks that have been present in the carpet for some time. Once the general soiling is removed, these previously hidden marks can become more visible and the carpet can appear worse in those areas than it did before cleaning. This is not caused by our cleaning process but is a direct result of pre-existing damage being revealed once the masking layer of dirt is removed. We cannot be held responsible for the appearance of pre-existing marks or stains that become more prominent after cleaning.

• 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.

• End of Tenancy and Post-Tenancy Cleaning: We do not provide end of tenancy cleaning guarantees or certifications. Our service is professional carpet and upholstery cleaning to the best achievable standard given the condition of the carpet at the time of our visit. We cannot guarantee that cleaning will meet any specific standard required by a landlord, letting agent, or tenancy agreement, and we accept no responsibility for any outcome related to tenancy deposit disputes, inventory checks, or landlord satisfaction. The outcome of any tenancy-related matter is entirely between the tenant and their landlord or letting agent and is outside our remit.

• Hazardous and Contaminated Materials: We reserve the right to decline any job where carpets, upholstery, or the premises contain hazardous biological contamination including but not limited to human waste, bodily fluids, or excrement. Such contamination presents a health risk and should be addressed by environmental health professionals. Affected carpets should be professionally removed and disposed of in accordance with relevant health and safety requirements. We do not offer biohazard cleaning or decontamination services. Where such contamination is discovered on arrival and was not disclosed at the time of booking, we reserve the right to decline the work and apply a minimum call-out charge.

• 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.

7. Carpet Backing, Underlay, and Post-Job Liability

Backing and underlay

Our cleaning process treats the carpet pile and surface fibres. We do not have access to the carpet backing or underlay and cannot treat, clean, or resolve problems originating from these layers. Customers should be aware of the following:

• Spills, urine, pet soiling, and other liquids can soak through the carpet pile and into the backing and underlay over time. Once contamination has penetrated these layers, it cannot be removed by surface cleaning. We can treat the pile above, but the underlying contamination will remain.

• Stains and soiling that have soaked into the backing or underlay may resurface after cleaning as the carpet dries. This occurs because moisture from the cleaning process dissolves and mobilises contaminants that were already present in the backing or underlay, drawing them back up through the pile as the carpet dries - a process commonly known as wicking. This is not caused by our cleaning and is not a failure of our service. It is a direct consequence of pre-existing contamination at the backing level that was not visible at the time of cleaning. Wicking typically becomes apparent within 24 to 72 hours of cleaning as the carpet dries fully. This is not grounds for a refund or repeat visit without charge.

• Stains that have penetrated the backing or underlay may not be visible at the time of cleaning but can reappear after the carpet has dried. Old spillages from months or years previously - including drinks such as tea, coffee, juice, or any other liquid - can remain present in the carpet backing long after they appear to have gone from the surface. When professional cleaning reintroduces moisture to the pile, these dormant stains can be reactivated and wick back to the surface as the carpet dries. The customer may perceive this as the cleaning having caused a new stain or made the carpet worse. In reality the stain was already present - our cleaning has not caused it but has revealed it by disturbing the dried residue in the backing. We cannot be held responsible for the reappearance of stains that were already present in the carpet prior to our visit.

• DIY attempts to remove stains using household liquids, including products such as white wine which is commonly believed to neutralise stains, typically do not remove the stain. They dilute and disperse it, pushing it deeper into the pile and backing where it dries and becomes invisible at the surface while remaining present below. When the carpet is subsequently professionally cleaned the moisture reactivates this dispersed residue and it wicks back to the surface. The customer may believe the stain is new or was caused by our cleaning when in fact it was already in the carpet, temporarily hidden by being pushed deeper. This is a direct consequence of prior DIY treatment and is not attributable to our cleaning process.

• Odours originating from the backing or underlay, including those from pet urine or other organic soiling, cannot be fully resolved by surface cleaning. Permanent odour elimination may require underlay replacement by a carpet fitter.

• We do not offer underlay removal, replacement, or treatment services. These must be arranged separately with a professional carpet fitter.

On-site inspection and sign-off

All work is subject to inspection and sign-off before we leave the premises. Customers are responsible for checking the completed work while we are still on site.

• Any issues identified before or during cleaning will be raised and discussed with the customer at the time. We will not proceed with work that presents an unacceptable risk without the customer's informed agreement.

• Customers must inspect all cleaned areas before we leave and raise any concerns on the spot. This is the customer's opportunity to identify any issues and have them addressed while we are present.

• Once we leave the premises, the service is considered complete and accepted. We cannot be responsible for issues raised after our departure that could have been identified and raised during the visit.

Post-job liability

We are not responsible for any of the following after we have left the premises:

• Stains or soiling that resurface from the carpet backing or underlay as the carpet dries after cleaning.

• New marks, spills, or soiling that occur after our departure.

• Damage caused by furniture being replaced onto damp carpet, including dye transfer or crushing.

• Issues arising from inadequate ventilation or failure to follow aftercare guidance provided at the time of cleaning.

• Any other changes to the carpet's condition caused by events or actions after we have left the premises.

This list is not exhaustive. Our responsibility ends upon completion and departure from the premises. Any issues not raised while we are on site will be treated as post-job matters and will not entitle the customer to a free repeat visit or refund.

8. General Conditions

Complaints

Our preference is always to resolve any concerns on site on the day of cleaning, while we are present and the work can be assessed directly. Customers are strongly encouraged to raise any concerns before we leave the premises.

• Where a concern cannot be raised on site, it must be communicated to us by telephone within 72 hours of the completion of the cleaning visit. Complaints raised outside this window cannot reasonably be attributed to our cleaning visit and will not be considered.

• We do not encourage complaints by post, email, or text message as the first point of contact. A telephone call allows us to discuss the concern directly, assess whether a visit is warranted, and agree a course of action promptly. Written communication may be used to confirm what has been agreed by telephone, but should not be used to initiate a complaint in the first instance.

• Upon receiving a complaint we reserve the right to attend the premises to inspect the carpet or upholstery before any remedy is considered. No refund, repeat clean, or other remedy will be offered without us first having the opportunity to inspect and assess the reported concern in person.

• Where inspection confirms that the reported issue is attributable to a pre-existing condition, prior cleaning by another party, DIY treatment, or any other matter outside our control as described in these terms, no remedy will be offered. Our right to inspect is not a guarantee that a remedy will follow.

• Where inspection confirms that an issue is reasonably attributable to our cleaning visit, we will discuss with the customer the most appropriate course of action, which may include a partial re-clean of the affected area. A full refund will only be considered where we are unable to address the issue to a reasonable standard following inspection and re-attendance.

Limitation of Liability

To the fullest extent permitted by law, the total liability of Chris Swinson Carpet Cleaning to the customer in respect of any claim arising from or in connection with the services provided shall not exceed the total fee paid by the customer for the specific cleaning visit to which the claim relates. This limitation applies regardless of the nature of the claim, whether in contract, tort, or otherwise.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, or for any other liability that cannot be excluded or limited by law.

Children and Pets

• Customers must ensure that children and pets are kept away from all areas being cleaned and all routes through which our equipment is being moved during the visit. This is for their safety and for the safety of our operatives.

• Our cleaning equipment produces significant noise during operation which can cause distress or harm to pets, particularly cats, dogs, and other animals with sensitive hearing. Pets should be secured in a separate room or removed from the premises during cleaning.

• We cannot guarantee the safety of any child or pet that enters the working area during active cleaning. We will stop work and advise the customer if we consider the presence of a child or pet to present a safety risk, but we cannot accept liability for any injury or distress caused to a child or pet that was not kept clear of the working area as required.

Photographs and Records

We reserve the right to photograph the carpet or upholstery before, during, and after cleaning for our own internal records. Photographs may be used in the event of a complaint or dispute to document the condition of the carpet at the time of our visit. By booking our services the customer consents to photographs being taken for this purpose. Photographs are held for our records only and are not shared with third parties.

Data Protection

Customer contact details and booking information are held solely for the purposes of fulfilling the cleaning service and meeting our legal and tax obligations as required by HMRC. We do not share customer data with third parties for marketing or any other purpose. Customers may request that their details be removed from our records at any time, subject to any retention obligations required by law.

Governing Law

These terms and conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Right to Refuse or Discontinue Work

We reserve the right to refuse to commence or to discontinue any cleaning visit at our discretion where we consider conditions to be unsafe, unreasonable, or likely to result in damage to the carpet, the property, or our equipment. Where work is discontinued part-way through a visit for reasons attributable to the condition of the property or carpet rather than equipment failure, a charge proportional to the work completed may apply.

Pest Infestation

Where a carpet or property is found to have a moth, flea, or other pest infestation, the following applies:

• Cleaning may disturb moth eggs, larvae, or adult moths present in carpet fibres and can remove surface-level infestation from the pile. However, moth and pest infestations typically originate in wall cavities, structural voids, and areas beyond the reach of carpet cleaning. Cleaning alone cannot eradicate an infestation and is not a substitute for professional pest control treatment.

• Full eradication of a moth or pest infestation requires assessment and treatment by a qualified pest control professional and may require whole-property fumigation including treatment of wall cavities and structural areas. We cannot be responsible for ongoing pest activity following cleaning where an infestation exists within the property structure.

• We reserve the right to decline cleaning where a visible or active flea infestation is present, as flea activity can be significantly disturbed and intensified by cleaning. The customer should arrange professional pest treatment before booking a cleaning visit where fleas are present or suspected.

Allergies and Chemical Sensitivities

We use professional low-chemical cleaning solutions as part of our standard service. We do not use harsh chemicals or high-temperature steam and are not aware of any adverse reactions associated with the solutions we use. However, the following applies:

• Customers with known chemical sensitivities, allergies, or respiratory conditions should inform us before booking. We will advise on the solutions we use so the customer can assess whether they are suitable.

• We recommend that the premises are ventilated thoroughly after cleaning as standard good practice, and that household members avoid remaining in freshly cleaned rooms until the carpet is dry. This is advisable for all customers regardless of any sensitivity.

• We cannot accept liability for any allergic or adverse reaction where the customer did not disclose a known sensitivity before the visit.

Early Termination of Cleaning by the Customer

Where a customer wishes to stop cleaning before the work is complete, or asks us to leave the premises at any point during the visit for any reason, the following applies:

• The customer may request that we cease cleaning and leave at any time. We will pack our equipment and depart without continuing or completing the work.

• A minimum call-out charge of £75 applies in all cases where we have attended the premises and commenced work, regardless of the stage reached at the point the customer requests termination. Where work beyond the standard clean has been commenced, a proportional charge reflecting the work completed will apply in addition to or in place of the minimum call-out charge as appropriate.

• Where the customer requests early termination, the carpet or upholstery will be accepted by the customer in whatever condition it is in at that point. We bear no responsibility for the appearance or condition of any area that was partially cleaned or left uncleaned as a result of the customer ending the visit early. The customer accepts full responsibility for the outcome of abandoned cleaning.

• Any complaint regarding the condition of the carpet following customer-initiated early termination will not be considered, as the customer exercised their right to stop the work before it was complete.

Our Right to Cease Work and Leave

We reserve the right to cease work immediately and leave the premises in any of the following circumstances:

• Where a customer is behaving in an unreasonable, aggressive, threatening, intimidating, or abusive manner toward us in any way. We operate as a sole trader and reserve the right to work in an environment free from abuse or hostility. Where we exercise this right, we will pack our equipment and leave without completing or finishing the work.

• Where conditions at the property are found to be unsafe, hazardous, or present a risk to our health, safety, or equipment that was not apparent or disclosed at the time of booking.

• Where we discover on arrival or during the visit that the carpet or premises contain hazardous biological contamination that was not disclosed at the time of booking.

In all cases where we cease work and leave under this clause, a minimum call-out charge of £75 applies. The carpet or upholstery will be accepted by the customer in whatever condition it is in at the point we cease work. We bear no responsibility for incomplete cleaning resulting from our exercising this right.

9. Service Agreement Overview

These terms are thorough because carpet cleaning is a genuinely complex service with a wide range of variables outside our control. Our aim throughout is to ensure customers have accurate expectations and understand which outcomes result from the condition of the carpet rather than the quality of our work. We always clean to the highest standard we can achieve and will discuss any concerns openly on the day.

By booking our services, whether by telephone, text, or any other means, the customer enters into a contract with Chris Swinson Carpet Cleaning and agrees to be bound by these terms in full. These terms are publicly available at www.chrisswinson.co.uk/terms and we encourage all customers to read them before booking. The following summarises the key points of acceptance:

• All services are subject to on-site assessment before cleaning begins. We reserve the right to decline work where conditions are unsafe, unreasonable, or where the carpet is unlikely to achieve a satisfactory result.

• Quotations are estimates only. Final charges for heavily soiled or stained carpets requiring additional treatment will be agreed on site before work commences.

• Customers must disclose any known pre-existing issues, including previous damage, water ingress, prior cleaning history, DIY treatment, or any other conditions that may affect the outcome. Full details are set out in section 2.14.

• Customers must inspect all completed work before we leave. Once we depart, the service is considered complete and accepted. Issues not raised on the day will be treated as post-job matters.

• Any complaint must be raised by telephone within 72 hours of the cleaning visit. We reserve the right to inspect before any remedy is considered.

• Payment is due in full upon completion of work while we are on site. We accept payment by cash, cheque, or bank transfer. We do not currently accept card payments. Where the customer is absent, payment must be arranged and confirmed in advance of the visit by bank transfer or other agreed method.

• No credit terms are offered. Payment is due immediately on completion and no invoice payment periods such as 7, 14, or 28 days apply. Where payment is not made on the day of the visit without prior arrangement, the outstanding amount will be treated as overdue immediately. Overdue amounts will accrue statutory interest at 8% per annum above the Bank of England base rate from the date payment was due until the date it is received in full. We reserve the right to pursue overdue amounts through the courts where necessary.

• Any additional call-outs for the same issue will be chargeable.

• Chris Swinson Carpet Cleaning does not offer carpet removal, refitting, or underlay replacement services. These must be carried out by a professional carpet fitter.

• Our cleaning reduces surface dirt and allergens such as dust mites and pet dander, but does not guarantee their complete removal or health improvements, as this depends on carpet condition and environmental factors.

• Nothing in these terms affects your statutory rights under consumer protection legislation.

Please call us if you are unsure of anything before work commences.