Terms and Conditions

By placing an order personally, over the phone, e-mail, or website, the client has a verbal or written agreement and is bound to Libra Carpet Care Terms & Conditions.

1. Definitions

1.1: In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means Libra Carpet Care.
“Cleaner”, “Operative” – means the person or firm providing cleaning service on behalf of the Company.
“Client” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006, to whom the cleaning service is supplied by the Company.
“Client’s Address” – means the address where the client has requested the cleaning services to be carried out.
“Services”, “Carpet Cleaning”, “Upholstery Cleaning”, or “Additional Services”– means the cleaning services provided on behalf of the company.
“Visit” – means the visit to the Customer’s service address by the Company in order to provide the Service.
1.2: Unless the context requires otherwise, references to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3: The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2. Carpet & Upholstery Cleaning

2.1: Carpet & upholstery cleaning is subject to an £90 minimum charge.
2.2: The client understands that any carpet and/ or upholstery cleaning in retirement properties or high-rise buildings will incur an extra charge due to the complexity of the job. This is discussed with the client before any quotation is sent in writing.
2.3: The client understands that a car parking fee is payable if access is limited or there’s nowhere to park at the address and an additional congestion charge may apply.
2.4: A charge starting from £150 will be added to the service price if there's vomit, blood or any other biohazards to be cleaned from carpets, upholstery, rugs or mattresses.
2.5: Carpet & upholstery cleaning prices exclude advanced stain removal.
2.6: Advanced stain removal prices start from £20.
2.7: The client understands that we can’t guarantee stain removal and we still charge for the service even if the stain(s) cannot be removed.
2.8: Stain protection only has a six-month guarantee after application and is noted on the invoice after the completion of the clean.
2.9: All persons, including children & pets must remain out of the room(s) during the cleaning process.
2.10: All persons, including children & pets must remain out of any room(s) that have been treated with solvent stain removers, or the application of stain protection until the area(s) are completely dry.
2.11: All aquariums must be covered with a tarpaulin, with all windows open when stain protection is being applied and/ or any solvent stain removers are being used.
2.12: If an operative needs to collect or drop off keys to or from a different address, a £20 charge will be added to the invoice.
2.13: We reserve the right not to continue with the job if on inspection, it's found that the material to be cleaned or treated is not suitable for wet-cleaning or treatment.
2.14: Access to hot water, electricity, and waste drainage is required at all times.
2.15: Central heating must be turned on where possible during cold periods of the year to speed up the drying times.
2.16: All carpets & upholstery will require different drying times, depending on the air-flow, temperature and the carpet type, or fabric. Wool, wool-mix carpets and thick fabric upholstery will take longer to dry as these fibres hold more moisture. We will always give the best possible advice before and after the cleaning session.
2.17: All window(s) need to be open where possible to increase airflow to reduce condensation.
2.18: A minimum of one window must be opened at all times in an unoccupied property, as this will increase the airflow and speed up the drying times. If for security reasons this cannot be done, then we reserve the right not to carry out any recovery cleaning due to any musty odours, or any other issues that may arise after the cleaning process.
2.19: We will not clean any hazardous or dangerous liquids.
2.20: Natural fibre carpets and rugs e.g. Coir, jute, sisal, sea grass, viscose etc requires dry cleaning.
2.21: Persian rugs & some other rug types will require specialist cleaning as they contain natural fibres including silk and are extremely delicate.
2.22: Viscose, velvet, rayon & velour upholstered chairs and sofas are dry cleaning only.

3. Payments

3.1: Payment is requested on the completion on the day of the cleaning session.
3.2: Invoices for domestic clients are due within 24 hours.
3.3: Invoices for commercial clients are due within 30 days.
3.4: Payment can be made by bank transfer, by card (via Monzo link by text message), or in cash on completion of the service.
3.5: The client will receive an invoice at the end of the cleaning session via QuickFile and also a payment link via text or email.
3.6: Cheque payments are not accepted.
3.7: Any invoice that is unpaid after 30 days (domestic or commercial) will be referred to Redwood Collections Limited and will be inclusive of fees and charges.

4. Quotations

4.1: Domestic carpet cleaning is based on bronze, silver & gold packages. One room, hallway or landing is a maximum of 20 square metres. Stairs are a maximum of 14 steps. Any room or area over these sizes will be chargeable at an extra £1.50 per square metre or per step. Prices are for bronze, silver and gold packages only and excludes specialist services (Pet Stains, urine, blood, vomit, faeces treatment & removal).
4.2: Domestic upholstery cleaning is charged per item. Upholstery cleaning includes the main cushions, armrests and back cushions. Any matching scatter cushions of the fabric of what is being cleaned are cleaned free of charge. Additional scatter cushion cleaning is charged separately.
4.3: Commercial carpet cleaning is charged at £3.50 per square metre.
4.4: Commercial upholstery cleaning is charged per item as per price guide.
4.5: Quotations can only be fully accurate by us visiting the premises to determine carpet, fabric, leather upholstery types, any present stains, pre-existing conditions and levels of soiling.
4.6: We use room sizes, hallway, landing areas or the amount of steps when calculating quotations and in some instances this may change when visiting the premises. If in the event there are changes to the quotation, this will be communicated before any cleaning work takes place.
4.7: We require full payment for any carpet and/ or upholstery cleaning services up front if a property is unoccupied. Payment must be received in full in no less than 48 hours before any cleaning services are carried out. Payment can be made via bank transfer or in cash in receipt of the cleaning quotation. We reserve the right not to carry out any cleaning services if no payment has been made less than 48 hours before the scheduled clean.
4.8: The client must provide their full name, address including postcode, contact number and email address to confirm a booking. We reserve the right to cancel any carpet and/ or upholstery cleaning service if we do not receive this information.
4.9: It is the responsibility of the client to check that all information in the quotation is accurate and to contact us if anything needs to be changed or amended before any cleaning starts.
4.10: We can only give an approximate time to carry out carpet and/ or upholstery cleaning and the client must be flexible if we need extra time to complete a job.
4.11: All phone quotations are subject to a written carpet and/ or upholstery cleaning survey on arrival prior to commencing work.
4.12: Our prices exclude the moving of furniture and we advise the client to move as many small items of furniture before the clean.
4.13: We reserve the right to charge a fee of £30 per hour to domestic & commercial clients to move furniture and this service isn't included in our carpet and/ or upholstery cleaning quotations.
4.14: We reserve the right to cancel any cleaning service if furniture isn't moved prior to cleaning and the client will be invoiced for any work carried out on the day. The client has the option to reschedule the cleaning service at a later date.
4.15: All quotations are given by us following a request by the client and shall remain open to acceptance for a period of 30 days from the initial quotation.
4.16: We reserve the right to amend the initial quotation, should the client's original requirements change.

5. Complaints & Claims

5.1: We request that complaints or feedback be provided in writing (by letter or email) and include photographic evidence and a full description of the issue within 24 hours of the work being completed.
5.2: All complaints must be reported on the completion of the cleaning session, or within the 24-hour period after the cleaning has taken place. We reserve the right not to carry out any recovery cleaning, or the result of a complaint after the 24-hour period has passed.
5.3: We require the presence of the client or his/ her representative during the cleaning session. The client or their representative can carry out an inspection after the cleaning process and if there are any corrections or extra cleaning to be carried out.
5.4: We reserve the right to take pictures before and after any cleaning work that is carried out by us. The pictures will be used for the quality of cleaning work, for the client’s reference or for the use in an event of a complaint or claim.
5.5: Any corrections or extra cleaning reported within the 24-hour period, will be completed within 14 days of the original completed clean.
5.6: The client agrees to allow us to rectify any disputed areas before making any attempts to correct those areas or arranging a third party to visit the property with regards to the above. Failure to do so will consider the matter fully resolved.
5.7: If the client has scheduled an Inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out. We will not accept a complaint based on an Inventory check report, filed more than 24 hours after the cleaning session.
5.8: Complaints are accepted verbally over the phone and in writing (letter, phone or email).
5.9: All fragile, highly breakable and sentimental items, must be secured or removed by the client. Items excluded from Liability are; Cash, jewellery, items of sentimental value, art, and antiques.
5.10: It is the responsibility of the client to inform us when booking the services that items or furniture will need to be moved before any cleaning takes place. If items or furniture are not removed by the client, then we will ask for the furniture and/ or items to be moved before any cleaning takes place.
5.11: If the client does not want the items or furniture to be moved, we will clean around the items or furniture. We reserve the right not to move any items or furniture.
5.12: In case of damage, we will repair the item(s) at its cost. If the item(s) cannot be repaired, we will rectify the problem by crediting the client with the item(s) present actual cash value, or replace with a like-for-like replacement from a source upon payment of cleaning services rendered.
5.13: The client accepts & understands that poor service, breakage or damage, must be reported within 24 hours from the service date. Failure to do so will entitle the client to no recovery cleaning or claims.
5.14: If the client is not completely satisfied with the outcome of the cleaning job, we will re-clean any areas and items to the clients satisfaction. Therefore, the client must allow us to return within a 14-day period. The client must be present during the recovery clean and a signature will be required upon completion of the cleaning services.
5.15: Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by us and the Insurance Provider(s). Monetary compensation as well as legal fees may apply.
5.16: False allegations, slander or defamation of any kind against our company or cleaning operatives will be taken extremely seriously and we will always seek legal advice where necessary.
5.17: We offer no refunds for any reason unless strictly agreed by us.

6. Liability

Libra Carpet Care reserves the right not to be liable for;
6.1: Any stains, spillages, dirt marks, pets re-visiting cleaned carpets and/ or upholstery after we have finished the clean and left the property.
6.2: The client not following the carpet or upholstery drying advice at the end of the cleaning session verbally, or in writing.
6.3: Shrinkage of the carpet as a result of poor fitting.
6.4: Damage to carpet tiles as a result from a lack of adhesive and/ or poor fitting.
6.5: The client by placing furniture or anything else on a carpet which has not completely dried.
6.6: Fabric upholstery cushions being placed back on the base of armchairs or sofas when not completely dry.
6.7: Carpets expanding or ripples forming during and/ or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing, and/ or poor fitting.
6.8: Any damage caused as a result of furniture, wooden or metal feet causing staining on a carpet after cleaning. It is the client’s responsibility to ensure the carpet(s) are fully dry and there is sufficient protection between the carpets/ or upholstery and the furniture in place after cleaning.
6.9: Items cleaned on or in the area of polished or wooden floors.
6.10: Any existing damage, stains, sun bleaching, burn marks, spillages, marks or odours etc.
6.11: Failing to remove any old or permanent stains
6.12: Odours re-activated from old spillages and stains etc.
6.13: Any ‘wick-back’ from previously treated stains after the areas have dried.
6.14: Urine and odour can be removed, this depends on a number of factors but we can't guarantee complete removal.
6.15: The cleaning job not completed due to the lack of hot water or electricity.
6.16: The client should appreciate carpets and upholstery that will not have a consistent appearance after cleaning because of differences in wear and tear. Areas of wear and tear will always be verbally communicated to the client and also in the quotation. Cleaning will never reverse wear and tear and will sometimes be more visible after the cleaning process. Sunlight will sometimes cause fading in areas of carpets, upholstery or furniture and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove all those stains completely. We will use our best efforts to provide an extremely good result, but clients are asked to be aware of these limitations which are common in all cleaning operations.
6.17: Using off the shelf stain removers and other products can cause permanent staining, bleaching of fibres and/ or damage, particularly on wool and wool-mix carpets. We will give the best advice on what can be removed or the best approach and communicate this to you before any cleaning takes place.
6.18: Permanent stains can never be removed and we can never guarantee stain removal.
6.19: Delay of a cleaning visit due to traffic congestion, postponed service due to broken equipment or vehicle, no water or electricity, extreme weather conditions (including flooding, windy, snowy, icy or freezing conditions), absent client, lack of drainage, or an emergency.
6.20: If for whatever reason we need to cancel a booking due to traffic congestion, broken equipment or vehicle, extreme weather conditions, or an emergency, then the booking will be rescheduled at the earliest opportunity at a discounted price.
6.21: Late arrival of our operatives at the service address. We endeavour to be right on time on any visit but sometimes due to transport related and other problems which are beyond our control, our operatives may arrive with a delay or the visit may be rescheduled.
6.22: Third party entering or present (pets, children, animals etc) at the clients premises during the cleaning process, causing re-soiling, damage, accidents, etc.
6.23: Completing tasks which are not stated on the task list, or in the original quotation.
6.24: The client is responsible for checking all plugs that have been removed from the sockets for any machine that we use on the premises. We accept no liability for any loss due to fridge and or freezers, WiFi or any other electrical appliance or device that have been unplugged to access electricity. It is advised that the client checks the electrical appliances are plugged back in once we have finished the cleaning service.
6.25: The client understands that any previous use of D.I.Y carpet cleaning machines can cause more problems, i.e. 'wick-back' of old soils, stains, rotted carpet backing and in extreme cases mould that causes black marks or areas on the carpet during or after cleaning which is irreversible.
6.26: In the event of a broken down vehicle, we don't currently hire a replacement vehicle. The client will be notified at the earliest opportunity and any cleaning work will be rescheduled at a later date. This includes any end of tenancy carpet and/ or upholstery cleaning.

7. Cancellation

7.1. The client can cancel or reschedule the cleaning service by giving us a minimum of 48 hours notice.
7.2. We reserve the right to refuse any cleaning visit if the condition of the property is hazardous to the health, safety and wellbeing of our operatives.
7.3. We reserve the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaner or cleaning team.
7.4: We reserve the right to cancel or reschedule a booking if the client hasn’t made us aware of any Covid-19 testing of our operatives before the scheduled clean. The charge for any Covid-19 testing and the time taken is £30 per hour and is added to the invoice total.
7.5: We reserve the right to cancel a service if the client or anyone present at the clients address has tested positive for Covid-19.
7.6: If the client needs to leave the address before the completion of the clean, then the full quoted price will be payable, or the cleaning service to be rescheduled at a later date. Any cleaning services that have been carried out will be payable upon receipt of the invoice.
7.7: We arrive at the clients address and are unable to gain access to the clients property, through no fault of the company and if the customer or third-party have prevented the cleaner from doing their job.
7.8: If a service is cancelled with less than 48 hours' notice, we reserve the right to charge a rebooking fee amounting to 50% of the original service cost.

8. Insurance

8.1: We are fully insured for all work that we undertake and are covered for Public Liability, Damage to Property Worked On and Treatment Risks cover as standard. Claims can only be made upon payment of any cleaning work that has taken place and received by us in full.

These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. We reserve the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change, all existing customers will be notified. Please check with us for updates.

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