These Terms & Conditions apply to all bookings made with Mersey Revive. By making a booking, the customer agrees to the following terms.
1. Booking & Deposit
1.1. A 20% deposit is required at the time of booking to secure the appointment.
1.2. The 20% deposit is non-refundable once the booking has been confirmed.
1.3. Where a customer needs to cancel or rearrange their appointment, the deposit may be transferred to an alternative available date, provided that the request to transfer the booking is made at least 48 hours before the original appointment date and time.
1.4. If a cancellation or request to rearrange is made less than 48 hours before the scheduled appointment, Mersey Revive reserves the right to retain the deposit, and the deposit may not be transferable.
1.5. Any transfer of a deposit to an alternative date is subject to availability and must be agreed with Mersey Revive.
1.6. The deposit is not transferable to another person or customer unless agreed by Mersey Revive.
1.7. The remaining balance is payable upon completion of the work, unless an alternative payment arrangement has been agreed in advance.
2. Cancellation & Rescheduling
2.1. Customers are asked to provide as much notice as possible if they need to cancel or rearrange an appointment.
2.2. Requests to cancel or rearrange made 48 hours or more before the scheduled appointment may have the deposit transferred to an alternative available date.
2.3. Requests made less than 48 hours before the scheduled appointment may result in the deposit being retained by Mersey Revive.
2.4. Repeated cancellations, late cancellations or failure to attend an appointment may result in the deposit being forfeited and a new deposit being required for any future booking.
2.5. If Mersey Revive needs to cancel or rearrange an appointment due to circumstances beyond our control, the customer will be offered an alternative date.
3. Furniture & Preparation
3.1. Mersey Revive is not responsible for moving furniture prior to cleaning.
3.2. It is the responsibility of the person making the booking to ensure that furniture and other items are moved or removed from the areas requiring cleaning before the appointment, where necessary.
3.3. Mersey Revive may move lightweight items of furniture at our discretion where it is safe and practical to do so. This does not include heavy, fragile, valuable or difficult-to-move items.
3.4. Mersey Revive will not move items where doing so could result in injury, damage to the property, furniture or flooring.
3.5. Customers should ensure that personal belongings, ornaments, toys and other loose items are removed from the areas to be cleaned before arrival.
3.6. If furniture or personal belongings prevent access to areas requiring cleaning, Mersey Revive cannot guarantee that the entire area will be cleaned.
4. Access & Parking
4.1. The customer is responsible for ensuring that Mersey Revive has reasonable access to the property and the areas requiring cleaning.
4.2. Suitable parking should be made available as close to the property as reasonably possible, where possible.
4.3. Where parking is unavailable or significantly restricted, the customer should inform Mersey Revive before the appointment.
4.4. If access is unavailable or substantially delayed upon arrival, the appointment may need to be rearranged and the deposit may be retained.
5. Cleaning Results
5.1. Mersey Revive will always make every reasonable effort to achieve the best possible cleaning result.
5.2. Cleaning results can vary depending on the age, condition, material, previous cleaning, staining and level of soiling.
5.3. Complete removal of every stain, mark, odour or discolouration cannot be guaranteed.
5.4. Some stains may have permanently altered or damaged the fibres, fabric, dye or underlying material and therefore may not be removable through professional cleaning.
5.5. Mersey Revive will not be held responsible for pre-existing damage, permanent staining, bleaching, colour loss, wear, fibre damage, burns or deterioration that becomes visible during or after cleaning.
6. Delicate & Specialist Materials
6.1. Customers should inform Mersey Revive of any delicate, unusual or specialist materials before cleaning.
6.2. Where appropriate, Mersey Revive may recommend an alternative cleaning method or advise that an item cannot safely be cleaned.
6.3. Mersey Revive reserves the right to refuse to clean any material or item where there is a reasonable concern that cleaning could cause damage.
7. Water & Drying Times
7.1. Professionally cleaned carpets, upholstery and mattresses may remain damp following cleaning.
7.2. Drying times vary depending on ventilation, temperature, humidity, material and the level of soiling.
7.3. Customers should provide adequate ventilation where possible and avoid unnecessary use of the cleaned area until it is sufficiently dry.
7.4. Mersey Revive cannot be held responsible for extended drying times caused by poor ventilation, cold temperatures, high humidity or other environmental conditions outside of our control.
8. Pets & Children
8.1. Customers are responsible for keeping children and pets away from areas being cleaned and from equipment while work is taking place.
8.2. Customers should follow any aftercare advice provided by Mersey Revive following cleaning.
9. Stain Protection & Treatments
9.1. Stain protection, deodorising, pet urine treatments and other specialist treatments are subject to the condition and material of the item being treated.
9.2. Such treatments can improve resistance to future staining and soiling but cannot guarantee that future stains will not occur or that all existing stains or odours will be permanently removed.
10. Payment
10.1. Unless otherwise agreed in advance, the remaining balance must be paid immediately upon completion of the work.
10.2. Mersey Revive accepts the payment methods communicated to the customer at the time of booking.
10.3. Failure to make payment when due may result in further action being taken to recover the outstanding balance.
11. Customer Responsibility
11.1. The customer must provide accurate information when making a booking, including the address, areas requiring cleaning and any known issues such as stains, pet urine, delicate materials or access restrictions.
11.2. The customer must inform Mersey Revive of any relevant concerns or potential hazards before work begins.
11.3. Customers must ensure that the property is reasonably safe and accessible for Mersey Revive to carry out the agreed work.
12. Complaints
12.1. If a customer has any concerns regarding the completed work, they should contact Mersey Revive as soon as reasonably possible.
12.2. Mersey Revive will always seek to resolve genuine concerns fairly and professionally.
12.3. Where appropriate, Mersey Revive may offer to return to inspect or rectify an issue where this is reasonably possible.
13. Right to Refuse or Stop Work
13.1. Mersey Revive reserves the right to refuse or stop work where conditions are considered unsafe, unsuitable or likely to result in damage to property, equipment or the item being cleaned.
13.2. This may include, but is not limited to, unsafe electrical conditions, hazardous substances, excessive access restrictions, unsuitable materials or undisclosed pre-existing damage.
14. Photos & Marketing
14.1. Mersey Revive may take before-and-after photographs of cleaned areas for quality records and marketing purposes.
14.2. Photographs will, wherever reasonably possible, be taken without identifying personal information or individuals.
14.3. If a customer does not wish photographs of their property or items to be used for marketing purposes, they should inform Mersey Revive before work begins.
15. Acceptance of Terms
15.1. By making a booking with Mersey Revive, the customer confirms that they have read, understood and accepted these Terms & Conditions.
15.2. Mersey Revive reserves the right to update these Terms & Conditions from time to time. The Terms & Conditions applicable at the time of booking will apply to that appointment.