Terms & Conditions

Your Booking

When an appointment is confirmed, we reserve a specific date and time exclusively for you.

We ask that customers provide accurate information when booking, including the property address and the carpets, upholstery, rooms or other items requiring cleaning.

If the work required differs significantly from the information provided at the time of booking, the quoted price may need to be adjusted. We will discuss any significant changes with you before carrying out additional work.

Pricing & Quotations

Our quotations are based on the information provided to us when your booking is made.

The price quoted covers the services and areas agreed at the time of booking.

Additional areas, excessive soiling, difficult stains, upholstery, stairs or other additional services may incur an additional charge. We will always aim to discuss any additional costs with you before carrying out additional work.

No Deposit Required

Nuvac does not normally require a deposit to secure your appointment.

Once your booking has been confirmed, however, the appointment time is reserved specifically for you and our cancellation policy will apply.

Our Cancellation Policy

We appreciate that circumstances can change. Our cancellation policy is designed to protect the time reserved for your appointment while remaining fair to our customers.

No-Shows & Access

Your appointment time is reserved specifically for you.

If our technician arrives at the agreed time but is unable to carry out the service because access cannot be provided, nobody is available, the customer refuses the service without reasonable notice, or circumstances at the property prevent the work from being completed, the appointment may be treated as a no-show or late cancellation.

In these circumstances, a cancellation charge of up to the full value of the scheduled service may apply, where legally permitted. Please ensure that suitable access is available at the agreed appointment time.

Rescheduling

We are happy to reschedule appointments where possible.

Rescheduling with 24 hours' notice or more is free of charge.

Requests made with less than 24 hours' notice may be treated as a late cancellation and may incur a cancellation charge.

Public Liability Insurance

Nuvac Carpet & Upholstery Cleaning is fully insured for the services we provide.

We hold Public Liability Insurance up to £2,000,000, providing cover in relation to our business activities, subject to the terms, conditions, exclusions and limits of our insurance policy.

We take pride in providing our services professionally and responsibly and take reasonable care of our customers' property while carrying out our work.

Your Statutory Rights

Nothing within these Terms & Conditions affects any statutory rights you may have under UK consumer law.

Where applicable, statutory cancellation or consumer rights will take precedence over our standard cancellation policy.

Preparing Your Property

To help us provide the best possible service, we ask customers to:

• Remove fragile, valuable and personal items from areas being cleaned.
• Secure pets away from the cleaning area.
• Provide reasonable access to the property.
• Inform us of any parking restrictions, access issues or special requirements.
• Ensure that the areas to be cleaned are reasonably accessible.

Where required for the agreed cleaning method, reasonable access to electricity and water must also be available.

Furniture

Where reasonably safe, we may move lightweight furniture as part of the cleaning process.

We do not move excessively heavy, fragile, valuable or unstable furniture.

Customers remain responsible for identifying items that should not be moved. We cannot accept responsibility for damage resulting from moving furniture that is defective, unstable, excessively heavy or unsuitable for moving.

Where furniture moving is required, the following add-on charges apply:

Carpet & Upholstery Cleaning Results

We always aim to achieve the best possible result using appropriate professional cleaning methods.

However, no professional cleaning service can guarantee the removal of every stain, mark, odour or discolouration.

Results may be affected by:

• Age and condition of the carpet or upholstery
• Permanent staining
• Previous cleaning treatments
• Bleach or chemical damage
• Dye damage or sun fading
• General wear and tear
• Pet urine or odours
• Rust, ink or paint
• Burns or mould
• Other permanent or pre-existing conditions

Where a stain or mark cannot reasonably be removed, this does not constitute a failure of the cleaning service.

Existing Damage & Condition

Customers should inform us of any known damage, loose carpet, weakened fibres, damaged flooring, previous chemical treatments or other conditions that could affect the cleaning process.

We will always take reasonable care when carrying out our work. However, we cannot accept responsibility for pre-existing damage, deterioration or defects that were not caused by our service.

If we believe a carpet, upholstery item or other material is unsuitable or unsafe to clean, we reserve the right to decline the work.

Colour Bleeding, Shrinkage & Fabric Reaction

Certain carpets and upholstery can be susceptible to colour bleeding, shrinkage, texture changes or other reactions during cleaning.

We use appropriate professional methods and take reasonable care based on the information and condition available to us.

Where we identify a significant risk, we may recommend that an item is not cleaned.

Drying & Aftercare

Carpets and upholstery may remain damp following cleaning.

Drying times vary depending on ventilation, temperature, humidity, material, carpet construction and the cleaning method used.

Customers should follow any aftercare and drying advice provided by our technician. We cannot guarantee a specific drying time.

Personal Belongings & Valuables

Customers should remove valuable, fragile and personal belongings from areas being cleaned before our arrival.

Nuvac cannot accept responsibility for loss or damage to belongings left in cleaning areas unless caused by our negligence or failure to exercise reasonable care.

Parking & Access Charges

Customers are responsible for providing reasonable access to the property.

Please advise us in advance of parking restrictions, permits, controlled parking zones, gated access or other access requirements.

Where parking, permits, congestion charges or other reasonable access costs are incurred in connection with your appointment, these may be passed on to the customer where applicable.

Payment

Payment is due upon completion of the cleaning service, unless an alternative arrangement has been agreed in advance.

If payment is not made when due, Nuvac reserves the right to pursue any outstanding balance.

Where a valid cancellation charge applies, this may be invoiced to the customer.

Complaints & Customer Satisfaction

We take pride in our work and want every customer to be happy with the service they receive.

If you have any concerns regarding the service, please contact us as soon as reasonably possible and give us the opportunity to investigate and, where appropriate, resolve the issue.

Where reasonably possible, we may offer to return and address a cleaning-related concern. Nothing in this section affects your statutory rights.

Our Professional Responsibility

Nuvac will carry out its services with reasonable care and skill.

We take reasonable precautions to protect your property while working and use professional cleaning methods appropriate to the materials and circumstances known to us.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

Circumstances Beyond Our Control

Occasionally, circumstances outside our reasonable control may affect an appointment.

These may include severe weather, road closures, accidents, vehicle breakdowns, illness, emergencies, equipment failure or other unforeseen circumstances.

Where this occurs, we will provide as much notice as reasonably possible and, where practical, offer an alternative appointment.

Right to Refuse or Stop a Service

We reserve the right to refuse or stop a cleaning service where we reasonably believe:

• The working environment is unsafe
• There is a risk to our technician or others
• The carpet, upholstery or item is unsuitable for cleaning
• Materially inaccurate information was provided when booking
• Aggressive, threatening or abusive behaviour occurs
• Carrying out the work presents an unreasonable risk of damage

Where the customer is not at fault and the service cannot reasonably be provided, we will not charge for work that has not been carried out.

Customer Conduct

We are committed to providing a respectful and professional service, and we expect the same from our customers.

Aggressive, threatening, abusive or discriminatory behaviour towards our staff or representatives will not be tolerated.

Where such behaviour occurs, we reserve the right to end the appointment immediately.

Information Provided at Booking

Customers are responsible for providing accurate and complete information when making a booking.

This includes information about the size and condition of carpets and upholstery, stains, previous treatments, access arrangements and any other circumstances that may affect the service.

Providing accurate information allows us to provide an appropriate quotation and allocate sufficient time for the appointment.

Changes to These Terms

We may occasionally update these Terms & Conditions to reflect changes to our services, business practices or applicable requirements.

The Terms & Conditions applicable to your booking will be those in effect at the time your booking is confirmed, unless otherwise required by law.

Acceptance of These Terms

By booking a service with Nuvac Carpet & Upholstery Cleaning, you confirm that you have had the opportunity to read and understand these Terms & Conditions and agree to them.

These Terms & Conditions are intended to operate in accordance with applicable UK law and do not remove or restrict any statutory rights that cannot legally be excluded.