Our Cancellation Policy

A lady smiles while messaging on her phone

If you need to cancel or rearrange your appointment with us...

...for any reason, please give us at least 48 hours' notice by phone or text message to 07774 62 58 59, or email to carpetdamagelimitation@gmail.com.


If your appointment is cancelled or postponed within 48 hours of the arranged date and time, we will need to charge 50% of the amount quoted for your repair, due to the loss we will incur for the wasted appointment time and the inefficient times of and travelling costs to our other appointments which were arranged locally or en route to you. 


We always inform our customers of our cancellation policy when they book an appointment for their carpet repair. Therefore, by booking an appointment having received notice of this policy, you agree to be charged 50% of the cost of your carpet repair if you cancel or postpone with any less than 48 hours notice, and we will invoice you accordingly.


We are available 24/7 so please feel free to contact us and we will be happy to rearrange your carpet repair. Just please do try to give us plenty of notice!

Left: small squares of spare carpet beside a deep iron burn; right: the same carpet is flawless

We want your repair to be invisible...

… as much as you do. If you want to know what guarantee we can offer, should the repair not be satisfactory, then please let us reassure you. 


1) When you contact us to make an enquiry about the damage to your carpet, a member of our team will ask for photos of the damage. From photos, we can judge how possible it will be for us to achieve a satisfactory result with our repair techniques, and we can warn you of any potential obstacles to that goal. We will only book an appointment for you if we are sure that we can produce a repair you will be happy with.


2) When our technician arrives at your property to make the repair, if they believe that a 100% satisfactory result may not be possible, they will inform you of this and the reasons why. We would rather decline the opportunity to be of service, than risk making a repair that you are dissatisfied with. Perhaps the donor carpet you have does not match the existing carpet closely enough to make an invisible repair, but if you believe that a visible repair would be preferable to any other option, our technician will be happy to make the repair to the highest standard possible. (NB: If the repair doesn't go ahead, we reserve the right to charge 50% of the amount quoted to cover our costs for the wasted appointment time.)


3) We guarantee our repairs for the lifetime of the carpet. This means that if, for some reason, our repair doesn’t withstand the test of time & use, we will be happy to return and improve or even re-make the repair free-of-charge. We make this guarantee because we are so confident in the quality of our repairs. In the unlikely event of having to revisit a repair, the cause of the problem has been a simple mistake that has been easily rectified.


A member of our team would be happy to answer any questions you may have and give you specific advice on whether the damage to your carpet is repairable and what kind of result you can expect from our repair. 

Our Refund Policy

Left: a mismatching square inserted into a carpet; right: the same area of carpet looks whole

If an invisible repair isn't possible...

  … we would rather decline the opportunity to be of service, than risk making a repair that you won’t be satisfied with. For this reason, we do not offer a money-back guarantee. 


If we explain that an invisible repair may not be possible, either when booking your appointment or when our technician arrived and saw the damage firsthand, and yet you instruct us to go ahead with the repair, this would indicate to us that you are happy to pay for our services, despite the risk, and we therefore have the right to charge the amount quoted for the repair, even if you aren’t 100% satisfied with the results.

 

In some cases, our technician may need to decline making a repair for you, because a satisfactory repair just isn't possible and we wouldn't want this to cause you problems in the future or reflect poorly on our services. If we feel it is necessary to decline the repair, or you choose not to go ahead with it due to factors out of our control, we will need to charge you a callout fee of 50% of the amount quoted for your repair, to cover our technician's time and travelling costs, even if the repair has not taken place. By booking an appointment, we understand that you wish for the repair to go ahead and that you have taken necessary measures for the repair to be possible, and that you agree to pay for this callout fee if the repair does not take place.

A carpet repair technician's hand moving carpet fibres using a specialised tool

If you aren't happy with our repair...

  … we are very sorry to hear that. We guarantee all of our repairs for the lifetime of the carpet, so please feel free to call us on 07774 62 58 59 or email carpetdamagelimitation@gmail.com, and we will take prompt action to rectify the situation. It may be that we can return and improve the repair, free-of-charge. We would be happy to arrange to do so, and we apologise for any inconvenience caused.