07525 268 117

OPEN 7 DAYS A WEEK

Terms and Conditions

These Terms and Conditions apply to all carpet, rug and upholstery cleaning services provided by Super Steam Clean (“we”, “us”, “our”) to the customer (“you”, “your”). By booking an appointment, you confirm that you have read and agree to these Terms and Conditions.

If you would like to contact us, please use the contact details shown on our website.

1. Bookings and quotes

  1. Bookings can be made by phone, online, or any other method we make available.
  2. Quotes are based on the information you provide (for example: room sizes, number of items, material type, level of soiling, access, and any stains or odours). If the information provided is inaccurate, the final price may change.
  3. Any quote given without a site visit is an estimate. We may confirm or amend the price on arrival once we can assess the work required.
  4. We reserve the right to refuse a booking, or to stop work, if conditions on site are unsafe, unhygienic beyond reasonable expectations, or not suitable for cleaning.

2. Access, parking and utilities

  1. You must provide safe and reasonable access to the areas or items to be cleaned at the agreed time, including access to the property, relevant rooms, and sufficient working space.
  2. If you have restrictions such as permits, loading bays, gated access, or narrow access routes, you must tell us before the appointment.
  3. Where parking costs, permits, towing risks, or access restrictions apply, these are your responsibility unless agreed otherwise in writing.
  4. You agree to provide access to electricity and water where required for the service.

3. Preparing for your appointment

  1. Before we arrive, please remove breakables, valuables, small items, toys, and clutter from the areas to be cleaned.
  2. We can move light furniture where safe to do so. We do not move items that are fragile, heavy, fixed in place, or require more than one person to move, unless agreed in advance.
  3. If you want cleaning under large furniture (for example: beds, wardrobes, pianos, large sofas), you must request this in advance. Additional charges may apply.
  4. Children and pets must be kept away from the work area while we are working, for safety and to allow the best results.

4. Cleaning results, stains and wear

  1. We will use professional methods and products appropriate for the fibres and condition of the item being cleaned.
  2. All cleaning carries some risk. Results vary depending on fibre type, age, previous cleaning, wear, sun fading, stains, and pre-existing damage.
  3. We do not guarantee complete removal of all stains, odours, discolouration, or pet-related contamination. Some staining can be permanent (for example: bleaching, dye loss, urine damage, rust, or stains that have set over time).
  4. We are not responsible for issues caused by pre-existing conditions, including (without limitation): delamination, shrinkage, rippling, seam splits, loose edges, worn backing, colour loss, previous spotting products, or manufacturing defects.
  5. Some materials (including certain natural fibres such as wool, sisal, seagrass, jute, viscose, and some delicate upholstery fabrics) may require specialist methods or may not be suitable for wet cleaning. If this applies, we will advise you.

5. Drying times and aftercare

  1. Drying times vary due to ventilation, temperature, humidity, carpet type, and level of soiling.
  2. You are responsible for allowing sufficient drying time and for following any aftercare advice we provide.
  3. We recommend good ventilation and gentle heating (where appropriate) to reduce drying time.
  4. Please avoid placing furniture back on damp carpet unless protective tabs or blocks are used, as staining or rust marks can occur.

6. Additional treatments

  1. Optional treatments (for example: stain protection, deodorising, stain treatment, urine treatment) may be recommended once we have assessed the job.
  2. Any additional treatments must be agreed with you before we apply them. Additional charges may apply.

7. Pricing and payment

  1. Prices are per the confirmed quote or agreed final price on site.
  2. Payment is due on completion of the service, unless agreed otherwise in writing.
  3. If payment is not made when due, we may charge reasonable recovery costs and interest in line with applicable law.

8. Cancellations and rescheduling

  1. If you need to cancel or reschedule, please tell us as soon as possible.
  2. Cancellations made with less than 48 hours’ notice may be charged a cancellation fee to cover reserved time and travel costs.
  3. If we attend and cannot gain access, or the job cannot proceed due to circumstances within your control (for example: no access, utilities unavailable, unsafe conditions, or the areas are not ready), a call-out fee may apply.

9. Damage and liability

  1. We will take reasonable care while providing the service. If we cause damage as a direct result of negligence, we will take appropriate steps to put matters right, which may include repair, re-clean, or a reasonable contribution towards replacement, at our discretion.
  2. Our liability is limited to the amount paid for the specific service in question, except where the law does not allow this limitation.
  3. We are not liable for indirect or consequential losses (for example: loss of profit, loss of use, or alternative accommodation costs).
  4. You must notify us of any alleged damage or dissatisfaction within 48 hours of the service being completed, and you must allow us a reasonable opportunity to inspect and, where appropriate, remedy the issue.

10. Complaints and re-cleans

  1. If you are unhappy with the service, please contact us promptly with details and photos where possible.
  2. We may offer a re-clean of the affected area where appropriate. A re-clean is not available where the issue relates to permanent staining, wear, pre-existing damage, or where aftercare instructions were not followed.

11. Customer responsibilities and declarations

  1. By booking, you confirm that you have the authority to allow us to clean the items and areas requested.
  2. You agree to disclose any known issues that could affect cleaning, including prior water damage, permanent staining, colour run risk, shrinkage risk, and any previous treatments used.

12. Privacy

  1. Any personal information you provide will be used to manage your booking and deliver the service. For more information, please refer to our Privacy Policy on the website.

13. Governing law

  1. These Terms and Conditions are governed by the laws of England and Wales, and any disputes will be dealt with by the courts of England and Wales.
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