Terms & Conditions

Last updated: 7 October 2026

These terms set out the basis on which Cotswold Property Refresh provides carpet and upholstery cleaning, and agreed add-on services. Please read them before confirming a booking. Your written booking confirmation will set out the services, price and appointment details agreed with you. Nothing in these terms limits your statutory consumer rights.

Enquiries, quotes and booking

Website forms and WhatsApp messages are enquiries, not confirmed bookings. A booking is confirmed when we and you agree the scope, price and appointment and we confirm the arrangement in writing, including by email or WhatsApp. Before you commit, we will provide the business identity and contact information required by law, including a geographical contact address.

Quotes depend on the information you provide, including property size, services required, material, condition, access and location. Please give accurate details and tell us about unusual staining, damage or delicate surfaces. If the actual work differs materially, we will explain any proposed price or scope change and obtain your agreement before carrying out additional work. You do not have to accept extra services.

Services and standards

We will perform agreed services with reasonable care and skill, as required by the Consumer Rights Act 2015. Where no time for performance has been agreed, we will perform within a reasonable time. Information about our services that you rely on when booking may form part of the contract.

Cleaning results depend on the material, age, condition, previous treatments and type of staining. We do not guarantee removal of every mark, reversal of permanent damage or the return of a tenancy deposit. Any specific additional guarantee must be agreed in writing; this does not affect your rights if our service falls below the legally required standard.

Access and preparation

Please arrange safe access at the agreed time and tell us about parking restrictions, stairs, alarms, pets and hazards. Provide working water and electricity where reasonably required for the agreed service. Move fragile objects, personal valuables and small items where practicable. Moving larger furniture or working around it will be agreed before the visit.

Please disclose fragile or damaged surfaces, loose fittings, pre-existing damage, fabric care instructions and any previous chemical treatments you know about. We may pause or decline unsafe work or work unsuitable for the material, explain the reason and agree an appropriate adjustment to the booking and price.

Prices and payment

The total price, any applicable taxes, payment method and when payment is due will be stated before you confirm the booking. Any deposit must be expressly agreed; we will not impose undisclosed charges. Additional work requires your agreement. This website does not accept online card payments.

Consumer cancellation rights

If you are a consumer and book at a distance, such as by telephone, email or WhatsApp, or away from our business premises, you will normally have a legal right to cancel within 14 days after the day the service contract is made, under the Consumer Contracts Regulations 2013, subject to applicable statutory exceptions.

To cancel, send a clear statement to admin@cotswoldpropertyrefresh.com or contact us by WhatsApp or telephone. You can use the model cancellation wording below, but do not have to. It is enough to send your cancellation before the cancellation period expires. Where a statutory refund is due, we will refund within the required period, normally within 14 days of being informed, using the original payment method unless otherwise agreed and without a refund fee.

Cleaning during the cancellation period

If you want us to start within those 14 days, we will seek your express request before starting. For off-premises contracts this request must be made on a durable medium, such as email. If you then cancel after the service has begun, you may have to pay a proportionate amount for the work already provided, but only where the legal requirements for that payment have been met.

Your right to cancel is lost once the service has been fully performed only if you expressly requested early performance and acknowledged beforehand that the cancellation right would end on full performance. Accepting these terms alone is not treated as that express request or acknowledgement.

Rescheduling and other cancellations

Please contact us as soon as possible if you need to change a confirmed appointment. Outside any statutory cancellation right, any cancellation charge must have been disclosed and agreed before booking, be fair and reflect our actual net loss, taking account of saved costs or replacement work. We will not automatically retain a deposit or charge the full price simply because an appointment is cancelled.

If we cannot attend, we will contact you to offer a suitable alternative or refund any payment for work not provided. This does not remove any other remedy you may have under consumer law.

Aftercare, concerns and complaints

Follow any drying, ventilation and aftercare advice given during the visit. Please contact admin@cotswoldpropertyrefresh.com promptly if you are unhappy with the service or believe damage has occurred, and include the booking details, a description and photographs where helpful. We will investigate fairly and discuss an appropriate remedy. There is no short reporting deadline that removes your legal rights.

Where a service is not provided with reasonable care and skill, consumer law may entitle you to repeat performance at no additional cost, within a reasonable time and without significant inconvenience, or an appropriate price reduction where repeat performance is impossible or not provided as required.

Responsibility and liability

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded. Pre-existing damage or a poor cleaning outcome does not automatically remove our responsibility if our work caused additional damage.

Personal information and website content

Personal information is handled as described in our Privacy Policy. Service photographs may be illustrative; the before-and-after gallery contains photographs supplied as examples of our work. Past results are not a guarantee of an identical outcome. Website content must not be copied or used commercially without the relevant rights holder's permission.

Law and changes to these terms

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in the courts of their part of the UK that apply to them. Updates apply to future bookings and will not retrospectively change an existing agreement without your consent.

Model cancellation wording

To Cotswold Property Refresh, admin@cotswoldpropertyrefresh.com: “I hereby give notice that I cancel my contract for the following cleaning service: [service]. Ordered on: [date]. Customer name: [name]. Customer address: [address]. Date of notice: [date].” If sent on paper, add your signature.