TERMS & CONDITIONS

Welcome to CleanSteam – Cumbria! We are delighted to provide you with professional carpet and upholstery cleaning services. Before proceeding, please take a moment to review our terms and conditions, as they govern the use of our services.

1. Service Agreement: By availing of our carpet and upholstery cleaning services, you agree to be bound by these terms and conditions. This agreement is established between CleanSteam – Cumbria (referred to as “we,” “us,” or “our”) and you, the customer (referred to as “you” or “your”).

2. Service Scope: Our carpet and upholstery cleaning services encompass the cleaning of carpets, area rugs, upholstery, and related services as specified in the invoice or service agreement.

3. Service Pricing: Pricing for our services will be provided to you before commencing any work. The final cost may vary based on the extent of cleaning required or any additional services requested. Our standard area size is four by four metres, if any smaller or larger, we will price accordingly. All prices are in Great British Pounds. We determine the cost of commercial jobs based on the size of the area in square metres and the level of soiling. For residential jobs, our minimum charge rate is £100.

4. Payment: Payment for our services is due upon completion of the work unless otherwise agreed upon in writing. We accept payment by cash, bank transfer or other methods as stated on our website or in the service agreement. We also take payments in cryptocurrencies such as Bitcoin and Ethereum.

5. Cancellation Policy: If you wish to cancel or reschedule your appointment, we kindly request at least 48 hours’ notice. Failure to do so may result in a cancellation fee of £30.

6. Access and Preparation: You must provide our team with safe and unrestricted access to the areas that require cleaning. For safety reasons, we cannot move heavy pieces of furniture on our own. In such cases, we will clean around these items unless there is someone to assist us. Please remove any fragile or valuable items from these areas to prevent accidents. We cannot be held liable for any damage caused by improperly prepared or moved items. If possible, please provide a parking space close to the property to facilitate convenient van loading and unloading.

7. Liability and Insurance: While we take every precaution to ensure the safety of your property, accidents may happen. We carry liability insurance to cover damages resulting from our services. However, we are not liable for pre-existing damages, wear and tear, or damages caused by items unsuitable for standard cleaning methods. Please inform us of any delicate or sensitive items requiring special attention.

8. Satisfaction Guarantee: Your satisfaction is important to us. If you are dissatisfied with our services, please inform us within 24 hours of completion, and we will do our best to resolve any issues promptly.

9. Stain Removal and Results: We strive to remove all stains, but some may be permanent or require specialised treatment. Some stains can be from wear and tear, and to be made good again, they need to be professionally re-dyed or repaired. While we will do our utmost to achieve the best results, we cannot guarantee the complete removal of all stains. When cleaning materials such as wool, nylon, cotton and linen, cleaning results are limited, as if these materials are not looked after appropriately, they can become colour damaged, which cleaning won’t solve.

10. Wickback: Wickback may occur when there are underlying issues within the underlay or subfloor beneath the carpet. This phenomenon is often caused by significant spillages such as tea, coffee, or urine that have penetrated through the carpet and into the subflooring. While these stains may not be immediately visible, they can reappear during the drying process, either after cleaning or in some cases, even prior to it.

In instances where wickback is likely or has previously occurred, full replacement and thorough drying of the underlay may be necessary to permanently resolve the issue. As an alternative, low-moisture cleaning methods (e.g., encapsulation cleaning) may be employed to address surface-level staining without disturbing the affected sublayers, thereby reducing the likelihood of wickback.

If wickback does occur after initial cleaning, a follow-up visit can be arranged upon request. Please note that any additional treatments will incur an extra fee, the amount of which will be agreed upon between the service provider and the customer prior to the follow-up appointment.

11. Water-Clawing: Water claw extraction is a specialised technique used as a last-resort method to address severe liquid staining that has penetrated through the carpet into the backing and/or subflooring. This process involves the application of a suitable cleaning agent to the affected area, followed by saturation with water or additional solution. A dedicated extraction tool is then used to flush and vacuum the contaminants from the carpet.

Please be advised that while this method can be effective in removing deeply embedded stains, it carries certain risks. These include potential damage to the carpet structure, such as the delamination (separation) of the primary and secondary backings, as well as the possibility of leaving the underlay or subfloor in a damp condition.

This method is employed only as a salvage solution in particularly challenging circumstances and will be undertaken solely with the customer’s informed consent. Our team will perform this procedure to the best of our ability, with the understanding that results may vary depending on the extent of the damage.

12. Browning/Pinking: Browning and pinking are discolouration issues that can occur on natural fibres such as wool, cotton, linen, and viscose. These effects may arise if the material is left in an imbalanced pH state—either overly acidic or alkaline—often as a result of improper cleaning procedures.

While such discolouration may be partially reversible, the success of any corrective treatment is not guaranteed. Remedial action may involve the use of specialist techniques and chemical agents such as reducers or oxidisers, applied at the technician’s discretion.

Customers should be aware of the inherent risks associated with cleaning natural fibres and acknowledge that while every effort will be made to restore the material’s appearance, full restoration may not always be possible.

13. Stain Protection: Please allow 24 hours for the stain protection to cure before using your furnishings.

14. Dry Solvent Cleaning: Our dry solvent cleaning service is specifically tailored for the care and maintenance of delicate fabrics, such as cotton and viscose velvet. These materials are highly sensitive to moisture and should never be exposed to water-based cleaning agents, as this may cause irreversible damage to the fabric pile. Due to the delicate nature of these textiles, they require careful handling to prevent permanent staining. Please note that if these fabrics become heavily soiled, the likelihood of successful stain removal is significantly reduced.

15. Health and Safety: Our cleaning agents are safe for general use, but we advise keeping children and pets away from freshly cleaned areas until they are completely dry. Please inform us of any allergies or health conditions that may be affected by the cleaning products we use.

16. Confidentiality: Any information you provide to us during the course of our services will be treated confidentially and will not be shared with third parties without your consent.

17. Termination of Service: We reserve the right to terminate our services at any time if we encounter unsafe working conditions, inappropriate behaviour, or any other situation that may jeopardise the safety of our staff.

18. Amendments: We may update these terms and conditions occasionally. The revised version will be effective once posted on our website or provided to you directly.

19. Travel Fee: A standard travel fee will be applied to all services that require our team to travel more than fifteen miles to a location specified by the client. This fee covers transportation costs and time spent in transit. The travel fee will be calculated based on the total duration of travel required for the service and will be included in the quote given. Additionally, any overnight accommodation expenses incurred during travel will be billed separately and agreed upon with the client beforehand.

20. Pet Stain Treatment: Before providing a quote to our customers, we inquire about the presence of pet stains, including those caused by urine, faeces, and vomit. To ensure thorough cleaning, we conduct an ultraviolet light inspection before beginning our work, as many pet stains are not visible to the naked eye but can produce unpleasant odours. We charge an additional fee for pet stain treatment due to the need for specialised chemicals and procedures required to neutralise these stains before the overall deep cleaning. Pricing for this service starts at £25 for minor staining and can reach up to £100 for heavy soiling with strong odours.

21. Oil-Based Stains: Before providing a quote to our customers, we inquire about the presence of any oil-based stains such as paint, makeup, nail polish/varnish, blue tac and chewing gum. We charge an additional fee for treating these stains as they can be very time-consuming to remove using strong solvents, where PPE must be worn.

22. Biohazard Cleaning: Our biohazard cleaning services are designed to handle hazardous situations such as crime scenes, trauma incidents, unattended deaths, and other scenarios involving biological contaminants. We use specialised equipment and cleaning agents to ensure thorough decontamination, disinfection, and removal of all biohazard materials. Our biohazard cleaning services start from £200. The final cost will depend on the extent and nature of the contamination, the time required for thorough cleaning, and any additional specific requirements for the situation. Please note this includes any level of soiling when there is blood or faeces present due to health and safety reasons.

By proceeding with our carpet and upholstery cleaning services, you acknowledge that you have read, understood, and agreed to these terms and conditions. If you have any questions or concerns, please do not hesitate to contact us. Thank you for choosing CleanSteam – Cumbria, and we look forward to serving you!