Terms of Use

Last updated: 19 March 2026

1. About Us

Tivqelo is a professional carpet and upholstery cleaning business based in Leeds, UK. Our registered address is Andrássy út 45, 1061 Budapest. You can contact us at support@tivqelo.com or 0113 510 0274.

2. Services

2.1 Scope of Services

We provide professional cleaning services for carpets, upholstery, rugs, and mattresses in residential and commercial properties across Leeds and the surrounding areas. Our services include but are not limited to:

• Hot water extraction carpet cleaning
• Stain and spot removal treatment
• Upholstery cleaning (sofas, armchairs, dining chairs)
• Rug cleaning and colour restoration
• Mattress deep cleaning and sanitisation
• Fabric protection treatments (Scotchgard)

2.2 On-Site Assessment

All quotes are subject to an on-site assessment conducted by our technicians at the start of each appointment. This assessment enables us to:

• Identify the carpet or fabric type and condition
• Assess any pre-existing damage, wear, or permanent staining
• Determine the most appropriate cleaning method
• Confirm the final price before work commences

If our technician identifies that the actual condition differs significantly from what was described, we will discuss any price adjustments with you before proceeding. You are under no obligation to proceed if the revised quote is not acceptable.

2.3 Results Disclaimer

While we use industry-leading equipment and techniques, certain stains, discolouration, or damage may be permanent and cannot be fully removed. Our technicians will advise you honestly about expected outcomes during the on-site assessment. We do not guarantee complete removal of all stains, particularly those caused by bleach, dyes, paint, or long-term sun fading.

3. Pricing and Payment

3.1 Quotes

All prices listed on our website and provided over the phone are guide rates and starting prices. Final quotes are confirmed after on-site assessment and are inclusive of VAT where applicable.

3.2 Payment

Payment is due upon completion of the cleaning service unless otherwise agreed in writing. We accept cash, bank transfer, and major debit/credit cards. For commercial or large-scale jobs, we may agree alternative payment terms in advance.

4. Satisfaction Guarantee

• You must notify us within 48 hours of the original service completion.
• The re-clean must be requested by phone (0113 510 0274) or email (support@tivqelo.com).
• The guarantee applies to the specific areas cleaned during the original service.
• The guarantee does not cover stains or marks that occurred after the original clean.
• The guarantee does not apply to stains or damage our technician assessed as permanent prior to cleaning, or which were disclosed as unlikely to be fully removed.
• The affected area must not have been treated with other cleaning products between our service and the re-clean request.
• The re-clean will be scheduled at a mutually convenient time within 5 working days of your notification.

5. Booking and Cancellation

5.1 Booking

Bookings can be made by phone, email, or through our website contact form. A booking is confirmed once we have agreed a date and time with you, either verbally or in writing.

5.2 Cancellation Policy

• More than 24 hours' notice: You may cancel or reschedule your appointment free of charge by contacting us at least 24 hours before the scheduled service time.
• Less than 24 hours' notice: Cancellations or rescheduling requests made less than 24 hours before the appointment may incur a cancellation fee of up to £30 to cover scheduling and preparation costs.
• No-show: If we arrive at the agreed time and are unable to gain access or the appointment has not been cancelled, a call-out charge of up to £40 may apply.

5.3 Our Right to Cancel

We reserve the right to cancel or reschedule an appointment due to unforeseen circumstances such as severe weather, vehicle breakdown, or illness. In such cases, we will notify you as soon as possible and arrange an alternative date at no additional cost.

6. Access and Preparation

To enable efficient service delivery, we ask that you:

• Ensure access to the property at the agreed time
• Remove small items, ornaments, and fragile objects from the areas to be cleaned
• Inform us of any pre-existing damage to carpets, furniture, or flooring
• Secure pets in a separate area during the cleaning process
• Provide access to a water supply and electricity

7. Liability

7.1 Insurance

We carry comprehensive public liability insurance to protect you and your property during our work. In the unlikely event that damage occurs as a direct result of our negligence, we will work with you to resolve the matter promptly.

7.2 Limitations

We are not liable for:

• Pre-existing damage or defects in carpets, upholstery, or furnishings
• Colour changes or shrinkage in fabrics that are inherently unstable
• Damage caused by previously applied chemicals or treatments unknown to us
• Normal wear and ageing of materials
• Any loss that is not a reasonably foreseeable consequence of our breach of these Terms

8. Website Use

8.1 Content

All content on tivqelo.com, including text, images, logos, and design, is owned by Tivqelo and protected by copyright. You may not reproduce, distribute, or use any content without our written permission.

8.2 Accuracy

We make every effort to ensure information on our website is accurate and up to date. However, we do not warrant that all content is error-free, complete, or current. Prices, availability, and service details may change without notice.

8.3 Third-Party Links

Our website may contain links to external sites. We are not responsible for the content or practices of third-party websites and recommend reviewing their terms before use.

9. Complaints

We take all complaints seriously. If you are dissatisfied with any aspect of our service, please contact us:

• Email: support@tivqelo.com
• Phone: 0113 510 0274

We aim to acknowledge complaints within 2 working days and resolve them within 14 working days. If we cannot resolve a complaint to your satisfaction, you may wish to seek advice from your local Citizens Advice Bureau or Trading Standards.

10. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We may update these Terms from time to time. The updated version will be posted on this page with a new "Last updated" date. Continued use of our website or services after any changes constitutes acceptance of the revised Terms.

12. Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK consumer protection legislation, including the Consumer Rights Act 2015.

13. Contact

For any questions regarding these Terms, please contact us:

• Email: support@tivqelo.com
• Phone: 0113 510 0274
• Address: Tivqelo, Andrássy út 45, 1061 Budapest