Legal · Terms

Terms & Conditions

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

Questions?

In short: we agree the scope and price in writing before we start, you give us safe access and tell us about anything fragile or valuable, and we carry out the work with reasonable care and skill. These terms apply to every booking unless we agree otherwise in writing.

1. About these terms

These Terms & Conditions (“Terms”) apply to all services provided by CarpenTro (“we”, “us”, “our”) to you, the customer, including carpet cleaning, rug washing, rug collection and delivery, repairs, carpet supply and installation, and commercial carpet maintenance. By accepting a quote or confirming a booking you agree to these Terms. Please also read our Refund & Cancellation Policy and Privacy Policy.

2. Quotes and bookings

Quotes are based on the information and photos you provide and are valid for 30 days.
If the area, condition, fibre or access on the day differs materially from what was described, we will explain the difference and agree any change in price with you before continuing.
A booking is confirmed when we send written confirmation of the date, time window and price.
Commercial maintenance plans are governed by these Terms together with the written proposal or agreement for that site.

3. Your responsibilities

Provide safe access to the premises, parking where reasonably possible, and access to running water and electricity.
Remove or secure small, fragile, valuable and sentimental items before we arrive. We move light furniture only; we do not move pianos, aquariums, fully loaded wardrobes, electronics or items that need specialist handling.
Tell us about known issues such as previous stain treatments, loose seams, water damage, underfloor heating or delicate floors.
Keep children and pets away from the work area and equipment.
Follow the drying and aftercare advice we give you.

4. How we carry out the work

We will carry out services with reasonable care and skill, using methods and products appropriate to the fibre and construction of your carpet or rug as identified during inspection. Before starting we will point out pre-existing conditions — such as wear, fading, colour bleeding, shrinkage risk, moth damage, permanent stains or weak backings — and may ask you to sign a pre-inspection note. We are not responsible for conditions that existed before our work began.

5. Rugs in our care

Rugs are photographed, measured and labelled at collection, and a receipt is provided.
Typical turnaround is five to seven working days, but delicate, large or heavily soiled rugs, and those needing repair, may take longer.
Repairs are carried out only after you approve a separate quote.
Rugs not collected or accepted for delivery within 60 days of completion, after reasonable attempts to contact you, may incur storage charges.

6. Carpet supply and installation

Measurements taken during our survey are used to order materials. Carpet is supplied in standard roll widths, so some waste is normal and is included in the quote.
Colour, shade and texture can vary slightly between samples and production batches.
Where you supply your own carpet or underlay, we are responsible for workmanship only, not for the quality or suitability of the materials.
Subfloor defects discovered after old flooring is removed will be discussed with you before further work.
Doors may need trimming to clear new flooring; this will be agreed with you.

7. Prices and payment

Prices are as stated in your written quote. Payment for residential cleaning is due on completion of the work. Rug washing is payable on return delivery or collection. Carpet installation may require a deposit when materials are ordered, with the balance due on completion. Commercial accounts are invoiced monthly and payable within the period stated on the invoice. We accept cash, bank transfer and approved mobile payment methods.

8. Our re-clean promise

If you are not satisfied with an area we have cleaned, tell us within seven days and we will return to re-treat it at no additional cost. This promise covers the quality of our cleaning; it does not cover stains or conditions that we identified before work as permanent or unlikely to be removed.

9. Liability

We carry appropriate insurance for our work. We are responsible for loss or damage caused directly by our negligence or breach of these Terms. We are not responsible for loss or damage caused by pre-existing conditions, manufacturing defects, unstable dyes that were disclosed to you, inaccurate information provided to us, failure to follow aftercare advice, or events outside our reasonable control. Any claim for damage must be reported within seven days of the service, with reasonable opportunity for us to inspect. Nothing in these Terms limits liability that cannot be limited by law.

10. Health, safety and conduct

Our staff may decline or pause work if conditions are unsafe — for example, exposed wiring, pest infestation, biohazards, aggressive animals or abusive behaviour. Where work cannot proceed for these reasons, a call-out charge may apply.

11. Changes and governing law

We may update these Terms from time to time; the version in force when you confirm your booking applies to that booking. These Terms are governed by the laws applicable where CarpenTro is registered, and any dispute will be handled by the courts of that jurisdiction. We always prefer to resolve concerns directly — please contact us first.