Terms of service and a few points to consider.
At Rothwell’s Cleaning Services Ltd (“Rothwell’s”) we take customer satisfaction very seriously and will always do our utmost to leave you a very happy customer. The following are our terms of service but if for any reason you do not feel you had the service you paid for, we offer 100% satisfaction guarantee on all carpet, upholstery and rug cleaning services, meaning you don’t pay if you’re not happy (we would require notification of any problem and the opportunity to put it right which would hopefully solve any issue). There are a few possible issues that we do not accept financial responsibility for, as listed below. If any of these issues were to happen, we would of course revisit to try and rectify the problem if possible.
Payment – Payment is normally completed by card payment on the day of the job after we have completed our work. We take most major debt and credit cards, but not American Express. For those of you not at home or unable to make payment on the day then payment is due within 7 days of invoice date (completed date of work / retuned date of rug). Payment period maybe extended to 30 days for some commercial work by prior written arrangement only. Payment is by card, bank transfer, cheque or cash. Rothwell’s reserves the right to add charges and interest on to any outstanding invoices after the 7 days from invoice date, as well as any costs incurred in settling outstanding invoices. These charges will normally be in the form of £75 being added to you bill after 7 days has elapsed but these charges maybe higher on occasion.
Stains and Marks – We will do our absolute best, as highly trained professionals, to remove all marks and stains whilst not causing any damage, but unfortunately it is impossible to guarantee to remove any stain or mark from the items we are cleaning. It is also possible that in removing, or attempting to remove a stain, damage or lightening of the item may happen. Damage already caused by ‘do it yourself’ cleaning attempts may be revealed during our work.
Shrinkage –Some rugs can technically shrink. We have never seen noticeable shrinkage of rugs, but you should be aware it is possible.
Cellulosic Browning – a chemical reaction that can occur in natural fibres. As the cellulose in natural fibres dries, a brown mark can appear. This happens through the introduction of alkaline products (even tap water can be alkaline enough to cause this). Whilst this is possible with any natural fibres, the most troublesome is linen. If we know you have some linen in your upholstery, we will talk to you about this risk, but it is not always possible to know. Some rugs are at risk too especially if they contain cotton or viscose. Cellulosic browning is not limited to the items listed here. At Rothwell’s we are very aware of this problem and often take on jobs to remove this browning caused by the customer or another cleaning company. We have several things we can do to limit any possibility of cellulosic browning from happening and to reverse the effect if it does happen. We can not make any guarantees and accept no responsibility for any browning that does happen as a result of our cleaning. If browning does happen, we will reclean (several times if needed) to attempt to reverse the browning effect free of charge.
Pile Distortion – Some fabrics may distort during cleaning. We will usually be able to identify such fabrics before starting work. We will do all that is realistically possible to prevent or reverse pile distortion whilst getting a great cleaning result.
Previous Damage / Weak Points – All the rugs we are working on have a history before we see them and sometimes there may be hidden damage or problems that will become exaggerated by cleaning. We inspect all rugs before cleaning to try and find these problems / weak spots, but that may not always be possible. We can accept no responsibility for damage to areas previously damaged or weakened. This is of particular concern with some rugs that may previously had repair work done to them, this repair work may have even been done in the original making of the rug. Fibres could also become weak due to UV damage, dampness, or poor storage or transport where the rug was folded. If you know of any of these issues, please inform us beforehand.
Rothwell’s 100% Satisfaction Guarantee – on all carpet, upholstery and rug cleaning services, meaning you don’t pay if you’re not happy. Rothwell’s dose need to be notified of any problems and given the opportunity to put it right. It is expected that most problems could be rectified meaning you still end up with the desired/expected result but if you still felt un happy with the service you would receive 100% refund.
