CarpenTro

CarpenTro carpet cleaning logo
Menu
Get a free quote

Legal · Refunds

Refund & Cancellation Policy

Effective date: 1 October 2026 · Last updated: 1 October 2026

On this page

Questions?

Contact us about this policy at any time.

Contact CarpenTro

In short: you can reschedule or cancel free of charge with at least 24 hours’ notice. If you’re not happy with a cleaned area, we come back and re-treat it first; if that doesn’t resolve it, we discuss a fair partial or full refund.

1. What this policy covers

This policy applies to carpet cleaning, rug washing, repairs, carpet supply and installation, and commercial carpet maintenance booked with CarpenTro. It forms part of our Terms & Conditions.

2. Rescheduling by you

  • More than 24 hours before your appointment: reschedule at no charge.
  • Less than 24 hours before your appointment: one free reschedule; a second late change may incur a late-change fee of up to 20% of the quoted price.
  • If our team arrives and cannot access the property or the agreed areas, a call-out fee may apply.

3. Cancellation by you

  • Cleaning and rug washing: cancel free of charge with at least 24 hours’ notice. Cancellations with less notice may incur a fee of up to 20% of the quoted price.
  • Rugs already collected: if you cancel after collection but before washing begins, we will return the rug and may charge for collection and delivery only.
  • Carpet installation: deposits are fully refundable if you cancel before materials are ordered or cut. Once carpet has been cut to your measurements it cannot be returned to the supplier, so the cost of materials already cut is non-refundable.
  • Commercial plans: may be cancelled with the notice period set out in your agreement, normally 30 days.

4. Cancellation by us

Occasionally we may need to reschedule because of illness, equipment failure, severe weather or other circumstances outside our control. We will contact you as early as possible, offer the next available appointment, and refund any deposit in full if the new date does not suit you.

5. If you are not satisfied

Please contact us within seven days of the service, describing the problem and, if possible, including photos. We will:

  • Review your concern and, where appropriate, arrange a visit to inspect.
  • Re-clean or re-treat the affected area at no extra cost if our work fell short of the agreed standard.
  • If a re-treatment does not resolve a problem caused by our work, agree a fair partial or full refund of the price paid for the affected area.

Refunds are not provided for stains, wear or conditions that we identified before work as permanent or unlikely to improve, or for issues caused by not following aftercare advice.

6. How refunds are paid

Approved refunds are paid using the original payment method where possible, or by bank transfer, within 10 working days of our agreement. You will receive written confirmation of the amount and reason.

7. Contact us

To reschedule, cancel or raise a concern, call, email or message us using the details on our Contact page. Please include your name, booking date and a short description so we can help quickly.