Terms & Conditions

Terms & Conditions


Fibres Carpet Care agrees to perform the work specified by the client in a professional manner using every care to accomplish a satisfactory service. Fibres Carpet Care reserves the right to make changes to any part of these Terms and Conditions without any notice. By ordering Fibres Carpet Care Service via telephone, e-mail or website the client is agreeing to be bound by Fibres Carpet Care Terms and Conditions of Service. These terms & conditions are given to the client prior to any works and it is the responsibility of the client to contact Fibres Carpet Care should they have any issues in relation to these terms before work commences. Once work has commenced, it is accepted by the client that they have read & understood these terms & conditions in full, and that they have agreed to the quotation given and understand the outcome of the clean explained at such quotation, along with these terms & conditions.

All fragile and breakable items must be secured or removed by the client before cleaning can commence. Heavy items will not be moved if it is considered unsafe due to health & safety reasons. Any items that are specifically required to be moved that are deemed heavy, must be emptied first by the client before we arrive for the works to be carried out. If this has not been carried out we will clean around the furniture. If the client insists that we move furniture that has not been emptied (and if it is safe to do so) this will be done at the clients own risk. Furniture isn’t designed to be moved whilst full (added weight) and damage can occur i.e. buckling, twisting, legs breaking etc. Therefore Fibres Carpet Care except no responsibility should damage occur in this instance. Quotations also exclude the clearing of debris created by tradesman or building work unless otherwise stated.

Fibres Carpet Care will provide all cleaning material and equipment to perform the work specified by the client. The client agrees to supply all hot water and electric power for the works to be carried out. Failure to supply this may result in a cancellation fee of £60.00 to cover loss of work, which will then have to be re-scheduled at a later date.

Spots & Stains
Fibres Carpet Care will not be responsible for failing to remove old/permanent spots or stains that cannot be removed using standard carpet cleaning processes, or odours re-activated from old spills/stains. Existing damage will be reported prior to commencing work.

Loss of colour, change of colour or bleeding of colours should not occur during professional carpet cleaning as long as the correct cleaning system is used. Testing and inspection procedures will identify fibres which could develop normal colour problems during cleaning. Special care cleaning systems will ensure the maximum soil removal possible without risk of colour damage.

Special Note:
Carpet fibres which become excessively soiled may not release all soil and stains without risk of damage to colours.
Colour problems as well as stains may be hidden by excessive soil and only show up after soil is removed.

All carpet edgings and seams should be correctly fitted in normal circumstances. It is the client’s responsibility therefore to ensure this is the case prior to cleaning. If any edgings or seams are not secure, Fibres Carpet Care will not accept any responsibility for any loose fibres/yarns subsequently becoming caught in any machinery and being pulled out due to this existing condition, or for any movement/parting of seams due to deterioration of carpet backing/glues/adhesives tapes.

Can occur when fibres/fabrics made up mostly of natural fibres (except Belgian Wilton’s – constructed of synthetic fibres i.e. olefin with a natural backing) are exposed to moisture from accidents, maintenance spotting or non professional cleaning attempts. Fibres Carpet Care will undertake to avoid any such shrinkage problems by identifying susceptible fibres. However, movement/shrinkage can also occur due to poorly fitted/repaired/replaced carpets/seams/edgings. Subsequently Fibres Carpet Care will not be responsible for any such movement or shrinkage, due to these existing problems.

Carpet Protectors
Any protecting agents applied by Fibres Carpet Care are carried out according to the manufacturer’s instructions. They are not designed to give 100% protection but simply to assist in repelling moisture for a short period of time. There is no guarantee that they will stop any liquid from penetrating fibres, and this is explained at the quotation stage and subsequently applied with the consent of the client knowing this fact. All protectors will wear out and lose their effectiveness and this must be taken into consideration when requesting it. Fibres Carpet Care will not accept any responsibility for the product in what it can do and its limitations. If there are any complaints/issues relating directly to the product then the client must contact the manufacturer directly in writing. (Details available on request)


The Client may cancel/re-schedule a service by giving at least 24 hours notice. If Fibres Carpet Care is notified less than 24hrs, a fee of £60.00 is due immediately from the client to cover loss of work. Fibres Carpet Care reserves the right to charge a cancellation fee of up to 50% of the quoted price for the booked service. In the event that Fibres Carpet Care travels to a clients address on the designated day and the client or agreed acting person is not in, or Fibres Carpet Care can’t gain entry to the property by arrangements made by the client, the client shall be liable for the cancellation fee (£60.00)

Fibres Carpet Care shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk as standard. All claims are subject to an excess of £100.00

Payment is due immediately after works have been completed, either by cheque (made payable to Fibres Carpet Care) or cash. An invoice will be submitted straight away or posted or e-mailed (where services are not completely decided upon by the client). For commercial clients a 30 day term is applicable. For either domestic or commercial clients, failure to pay on time will result in a late payment surcharge of 10% of the original quotation price. Minimum charge for any service is £60.00. All costs incurred by the company in the pursuit of late payment will be added to the outstanding amount owed.

In case of a complaint, Fibres Carpet Care requires to be notified within 24 hours after completion of the cleaning work. No claims will be acceptable after this time. If the Client is dissatisfied with the work, a cleaning operative must be allowed to return and re-do the job at no extra charge. The insurance policy will cover any accidental damages caused by an operative working on behalf of Fibres Carpet Care. The client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle the client to no claim.

These terms & 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.