RENEW CARPET & UPHOLSTERY CLEANING SERVICES
TERMS & CONDITIONS OF SERVICE (V2.1)
Effective Date: September 2026
1. Contract & Bookings
● Binding Agreement: Confirmation of a booking verbally, in writing, via messaging, or electronically constitutes a binding contract under the laws of England and Wales. Utilizing ReNew’s services implies full acceptance of these Terms & Conditions.
● Minimum Service Charges & Deposits: ReNew operates a standard minimum job charge on all site visits. Where applicable, a non-refundable booking deposit may be required to secure provisional dates in our calendar and cover administrative assessment costs. Any booking deposit received is 100% deductible from the final invoice upon completion of the agreed works.
● Statutory Notice: Where services are requested to commence within 14 days of booking, the client explicitly requests immediate performance of the contract, and administrative costs incurred upon document issuance are covered by any paid booking deposit.
2. Quotations & Scope of Work
● Provisional Estimates: Quotations provided verbally, via email/text, or based on client-provided photographs are provisional desktop estimates. Final pricing is confirmed on-site prior to work commencing, following a full technical inspection of carpet fiber type, backing, construction, and soil levels.
● Adjustments: If the scope of work, room dimensions, or soil levels differ significantly from the initial description, ReNew reserves the right to adjust the quotation before starting.
3. Client Preparation & Access
● Utilities & Parking: The client must provide clear, safe access to the property, along with uninterrupted access to mains electricity and a fresh water supply. Suitable parking within reasonable proximity of the property entrance must be provided. Any parking permits, toll fees, or parking charges incurred are payable by the client.
​3.3 Access & Equipment Transport Surcharge: Services required above ground floor level without operational lift access, or involving extended equipment transport across stairs or long distances, are subject to an additional Access Surcharge to cover extra labor, risk assessment, and operational time.
​3.4 Key Collection & Property Access Services: Key collection, return, or unrepresented property access is a separate, billable management service charged per location visited (inclusive of travel time, mileage, parking, and tolls). Where keys or access codes are provided for unaccompanied access, this service is undertaken entirely at the risk of the property owner or instructing party. ReNew accepts no liability whatsoever for key loss, lock replacement, security system activations, third-party agent delays, or incorrect entry instructions. The instructing party retains full responsibility for maintaining appropriate insurance coverage for property access, keys, and security arrangements.
● Clearance of Work Area: Clients are required to remove fragile items, valuables, and small items of furniture prior to arrival. ReNew operatives will not move high-value electronics, breakables, or heavy furniture unless agreed in writing beforehand.
4. Stain Removal & Technical Limitations
● Expectations: ReNew utilizes commercial-grade hot water extraction equipment and advanced chemistry to achieve maximum soil and stain extraction. However, complete
removal of all spots and stains cannot be guaranteed.
● Permanent Damage: Permanent stains resulting from dye transfer, bleach, acid burns,
rust, pet urine salts, or previous incorrect DIY spot-cleaning attempts constitute
permanent fiber damage and cannot be extracted. ReNew accepts no liability for
pre-existing wear, fiber degradation, pile shading, or underlying subfloor defects exposed
during deep cleaning.
5. Payment & Cancellations
● Payment Terms: Payment is due strictly upon job completion on the day of service
unless prior written credit terms have been arranged. Payment cannot be withheld for
reasons unrelated to service quality. Late payments may incur administrative charges,
statutory interest, or legal recovery costs.
● Cancellations: ReNew requires a minimum of 72 hours’ notice for cancellations or
rescheduling. Cancellations made with less than 72 hours’ notice, or failure to grant
property access upon arrival, may result in the forfeiture of any booking deposit or a late
cancellation fee.
6. Satisfaction Guarantee & Complaints
● Notification Window: In the unlikely event of dissatisfaction with the service, complaints
or concerns must be reported to ReNew within 48 hours of job completion.
● Re-Clean Policy: Where a valid service concern regarding workmanship is raised within
the 48-hour window, ReNew will return to inspect and re-clean the disputed areas free of
charge. This re-clean policy is ReNew’s primary remedy and does not extend to refunds
where a re-clean opportunity is refused.
● Underlying Carpet Issues: Issues resulting from subfloor wicking (deep-seated soil/spills
migrating upwards during drying), pet urine contamination in backing/underlay, or
post-clean traffic/re-soiling are outside the scope of free re-cleans. Call-outs to treat
subfloor wicking or secondary contamination will incur a standard minimum charge.
7. Liability & Insurance
● Public Liability: ReNew maintains full Public Liability and Treatment Risk insurance.
● Limitation of Liability: ReNew’s liability is strictly limited to direct physical damage
resulting directly from operative negligence during the performance of services. ReNew
accepts no liability for pre-existing damage, wear and tear, or indirect, consequential, or
economic loss. Any dispute or claim shall be governed by and construed in accordance
with the laws of England and Wales.
8. Media & Photography
● Documentation: Before-and-after photographs or videos may be taken for quality
assurance, insurance verification, and record-keeping.
● Promotional Use: Non-identifiable photographs showing carpet/upholstery cleaning
results may be used for marketing, website, or social media portfolio purposes. Clients
may opt out of promotional media use by notifying ReNew in writing prior to the
commencement of work.
9. Referral Scheme
● Referral Credits: A £10 credit toward future services is granted to an existing client for each new paying client referred, applied once the referred client’s invoice is settled in full.