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TERMS OF SERVICE

These Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,”) and Fibre Rinse (“Company,” “we,” “us,” or “our”).

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It is vital that you go through our terms of service carefully before using our site, making a booking by any means or placing orders. By doing so, you signify that you agree to and are committing to following these terms. If you do not consent to the Terms of Service, then kindly avoid accessing our website and/or making any booking.


 

1. SERVICE TERMS AND CONDITIONS

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1.1 Pricing and Quotes

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  • 1.1.1 Prices quoted by us over the phone, in text or by email are only estimates and based on the information provided by the Customer.

  • 1.1.2 We reserve the right to amend the initial quotation if upon inspection of the property we asses that the job is going to take longer or requires a different cleaning method, or should the Customer’s original requirements change. Any revised price will have to be accepted by the Customer before we start the required cleaning services.

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1.2 Insurance and Liability

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  • 1.2.1 The Company hold public liability and risk treatment insurance to the value of £1,000,000.

  • 1.2.2 Any claim for damage must be reported to the Company verbally or in writing within 48 hours of the completion of the provided service. If there is no correspondence from the Customer within 48 hours of the completion of the provided service, the company cannot be held responsible for any damage.

  • 1.2.3 We shall not be liable for any third parties or their actions who enter or are present at the Customer's premises during our visit.

  • 1.2.4 We request all irreplaceable items (whether monetarily or sentimentally valuable) to be safely stored away before we enter the customer’s premises.

  • 1.2.4 We are not responsible for any existing damage to the Customer's property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by us.

  • 1.2.5 We are not liable for any damages caused by faulty products or equipment provided by the Customer.

  • 1.2.6 We are not liable for any damages caused by faulty or broken items which lead to other damages.

  • 1.2.7 Arrival and completion times should be seen as estimates only, and the company will not be held responsible for any costs related to missed or cancelled appointments, or due to any delays in arrival or completion times.

 

1.3 Claims for damaged items and goods

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  • 1.3.1 We make every effort to not break or damage items, but accidents could happen. Identical replacements are always attempted, though not guaranteed.

  • 1.3.2 In the event of damage due to the Company or its subcontractors, we must be given initial priority to repair it using our choice of certified repair technicians. Under no circumstances will we be liable for any damage where this is not permitted by the Customer, landlord, or letting agent.

  • 1.3.3 In case of damage, proven to be caused by us, The Company will repair the item at its cost. In the event that the item is not repairable, the Company will give credit to the Customer worth the current cash value of the damaged item. This credit can only be used towards purchasing a similar replacement. This liability only applies once the payment for the service has been received in full.


 

2. CARPET, UPHOLSTERY AND HARD-FLOOR CLEANING

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  • 2.1 The Company shall not bear any responsibility for the shrinkage of carpets or upholstery caused by improper fitting.

  • 2.2 The Company shall not bear any responsibility for any fading or discolouration of carpet fibres and fabric which becomes more noticeable after the cleaning has been completed.

  • 2.3 We shall not be held responsible for any damage caused as a result of the Customer placing furniture on a carpet and/or sat on or placed objects on upholstered furniture that has not completely dried.

  • 2.4 The company cannot guarantee the removal of pre-existing stains, odour or any discolouration of the carpet, upholstered furniture or hard floorings.

  • 2.5 For the purpose of cleaning, Customers should take responsibility to remove all furniture, goods and breakables. The Company will not accept responsibility for any damage caused to furniture or goods not removed by the Customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company or its employees.

  • 2.6 The company will not clean under stationary items such as televisions, side cabinets, bookcases, wall units etc.

  • 2.7 We will only move furniture where the use of a furniture slider is possible and safe to do so.

  • 2.8 We reserve the right to refuse to move any furniture if they old, damaged or deemed unsafe by us.

  • 2.9 Liability cannot be accepted for colour run or migration on reupholstered furniture where the old fabric is hidden under the new fabric and/or due to manufacturers using non-colourcast dyes or markers in frames, trimmings, padding, stuffing, piping, sewing threads, linings etc.


 

3 CANCELLATIONS


 

  • 3.1 The Customer can cancel the service booked at any time and the following charges will apply depending on when the Customer cancels the booking.

       A: The Customer can cancel any service free of charge if 24 hours or more are allowed from the               previously agreed appointment.

       B: 25% of the latest quote value will be payable by the customer if the appointment is cancelled               within 24 hours of the previously agreed appointment.

  • 3.2 The Customer can cancel their booked service via phone, text, or email.

  • 3.3 We require 24 hours' notice from the Customer to reschedule an already booked service appointment.

  • 3.4 We reserve the right to reject any cleaning job that poses a health risk to us. If this is not disclosed by the Customer at the booking stage and we are unable to perform the work, the customer will be charged 25% of the value of the latest quote.

     

4 COMPLAINTS AND GUARANTEE

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  • 4.1 No refunds will be considered once the cleaning service has been carried out.

  • 4.2 All services shall be deemed satisfactory unless the Customer sends written notice of a complaint to the Company within 3 days of the work's completion.
    We will fully investigate any complaints and attempt to resolve them in a professional and timely manner.

  • 4.3 The Company reserves the right to re-clean and inspect any areas/items in dispute before arranging third-party services or refunding payment for said service. The Customer hereby agrees to this policy.

  • 4.3 We reserve the right to only offer one re-clean per service.

  • 4.4 Our satisfaction guarantee applies for 48 hours from the completion of the cleaning service. Any complaints after this time period may not be considered by us.

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