You were quoted from a few photos, or from a description over the phone. Then on the day, standing in your hallway, the number changed. Even when the reason is fair, that moment does not feel good. It can leave you wondering whether the price you agreed was ever the real one.

We would rather explain it properly than leave you with that feeling. This page sets out the honest reasons a price can move at the door, the part of your price that never moves, and what we owe you when it happens. If it has already happened to you and it felt sprung on you, the last two sections are written for you.

Most of our quotes are given before we have set foot in your home. You send a few photos, or describe the rooms on the phone, and we price the job by the area and by the item. For most homes that works well. The quote you get is the price you pay, and nothing more is said about it.

But a photo is taken from one corner, in whatever light the room happens to have. It can make a long room look short. It cannot tell us what the carpet is made of, how deep the dirt goes, or what has soaked into the backing over the years. A description has the same gaps. Nobody measures their lounge before ringing a carpet cleaner, and nobody should have to.

So a remote quote rests on a few reasonable guesses. When those guesses hold, which is most of the time, the day runs exactly as quoted. When one turns out to be wrong, we have a choice. We can say nothing and quietly cut a corner to make the numbers work. Or we can tell you. We tell you.

It is worth saying what a remote quote is not. It is not a low opening number designed to get us through the door, with the real price to follow. If the photos and the description are accurate, the quote is the final price, and on most jobs that is exactly how it goes.

That is why this page exists. A price moving on the day is not a trick, but we do not take it lightly either. It should be rare, it should be explained, and it should always be your decision.

The first is the most common, and the easiest to understand. While we walk the rooms with you, something gets added. The hallway looks tired next to the lounge you booked. The sofa was going to wait until next time, but now we are here it seems a shame not to. That is completely fine, and we are glad to do it. It is a new item, so it carries its own price, worked out the same way as everything else on your quote.

If you are not sure whether to add something, ask for the price first and decide after. You are under no obligation to add anything, and we will not lean on you. Some people add the hallway there and then. Others book it in with their next clean. Both are fine.

The second is size. We price carpet by the area, and an area is usually a room. But some rooms are not quite one room. A through-lounge that runs front to back is often two rooms with the wall taken out. An open-plan space can be a lounge and a dining room in one. A landing photographed from the top step can run the length of the house, with the stairs below it.

What we check as we walk the rooms

• Every item on the quote is the item in front of us
• Each room is roughly the size we were told
• Stairs and landings are counted the way you expected
• Anything new you would like done is priced before we start

None of this is about catching you out. You described your rooms the way anyone would. It just means the first few minutes of the visit are spent agreeing exactly what is being cleaned, so the price at the end is the one we agreed at the start.

Before every clean, we spot test a hidden area. It tells us what the fibre is and whether the dye is stable. Most of the time it confirms what we expected. Sometimes it does not. A carpet described as a hard-wearing synthetic turns out to be wool, or a rug’s colour starts to move on the test cloth. Wool and unstable dyes need a gentler, slower method with WoolSafe-approved products, and occasionally that changes the price. Once in a while it changes what is safe to do at all. If a piece is better left alone, we will say so plainly.

Heavier soiling and hidden urine

Then there is soiling. Everyday spot treatment is included in every clean, and that does not change. What we mean here is a whole area that is far heavier than described: a carpet that has gone many years without a clean, or one that has had building work or a leak across it. That is a restorative clean, not a standard one. It needs more product, more passes and more time. We would rather tell you that than give it a standard clean and leave you disappointed.

The last one is urine. In a home with pets, or in any room where we can smell it, we check with a UV torch. Urine that has dried into the backing is often invisible in daylight, but it glows under the torch. The one patch you know about can turn out to be several you did not. Urine has to be treated at the source with a specialist pre-spray and flushed out with hot water extraction. If it is only cleaned on the surface, the smell comes back as soon as the air turns damp.

In all three cases the reason sits in the carpet, not in our pricing. Our job is to find it before we start, not after.

We know this can feel like the goalposts moving, especially on a job you have already budgeted for. That is why the way we handle it matters as much as the reason itself, and the next two sections cover both.

This is the line we hold. If we quoted two rooms and a sofa, and those two rooms and that sofa are what we expected, their price is fixed. Something new on the day is priced on its own. It is never a reason to go back and reprice what you already agreed.

There are also things that never change the price at all, however the day goes.

• The clean taking longer than we planned
• Us arriving later than we hoped
• Moving the everyday furniture for you
• Spot treatment and deodorising, both included
• A re-clean under the Golden Guarantee

And it works both ways. If you decide at the door to leave a room for another time, it comes off. You only pay for what we clean.

The quote is a promise about the job we were told about. The day can add to that job. It cannot quietly change the deal you already made.

Keeping the two apart is deliberate. It means you can always see exactly what you agreed and exactly what is new, side by side. You never have to untangle a single bigger number to work out what happened.

We say it before we start. Not halfway through the clean, and never on the invoice. If the walk-through or the spot test turns something up, we stop, explain it, and give you the price for that part before any water goes down.

We show you the reason. The glow under the torch. The colour on the test cloth. The room as it is, next to the photo we quoted from. You should never have to accept a price change on trust, so we make the reason something you can see for yourself.

Then you choose. You can go ahead with the extra. You can stick to exactly what was quoted, at exactly the quoted price. Or you can leave the extra for another day and think it over. All three are fine answers, and there is no pressure behind any of them. We clean what you booked to the same standard whichever you pick.

• We stop before any water goes down
• We show you the reason, not just the number
• We price that part only, nothing else
• You decide, with no pressure either way

If it ever happens the other way round with us, with the work started and the change mentioned at the end, that is our mistake, even if the reason was real. The same goes if it was explained in a rush, in a hallway, with no time for you to take it in. Tell us. We would much rather hear it than lose your trust over it.

Most price changes come from something we could not see. The simplest way to avoid one is to show us a little more at the start. None of this is a test you can fail. It just closes the gaps.

• Measure each room roughly, or say if it is a through-lounge
• Count the stairs and say whether the landing is included
• Send a daylight photo of the worst area, not the best
• Mention pets, past or present, even without an accident
• Tell us the fabric or fibre if a label says
• List the maybe items too, so we can price them now

The photo of the worst area matters most. People naturally photograph a room at its best. We would rather see the worn lane by the door, the patch by the sofa and the mark you have been hiding with a rug. That is the part that sets the price.

You do not need to be precise. A rough length and width paced out with your feet is plenty, and a short video walking through the room works just as well as photos. What helps is the whole picture, including the bits you would rather we did not see.

Pets matter more than people expect. A previous owner’s dog, a cat from years ago, a rug that came from a home with pets: any of them can leave urine in the backing that nobody knows is there. Telling us means we can bring it into the quote, or at least warn you it might come up on the day.

And if the price already moved on your clean and it did not feel right, please tell us. We will go back through what changed and why, and if we handled it badly, we will say so.

Why Prestige Refresh

When customers tell us why they chose us, the same four reasons come up. Each one is a promise we can keep on every visit.

What Customers Say

We could tell you the guarantee is real. It means more coming from the people we’ve actually cleaned for. We’re rated 5.0 from 338 Google reviews, and these come straight from them, unedited.

Our Golden Guarantee

Quick Answers

Will the price go up if the clean takes longer than expected?

No. We price the job by the area and the item, not by the hour. If a room takes us longer than planned, that is ours to absorb. The only things that change a price are the ones on this page, and you hear about them before we start.

Can I say no to the extra and just have what I was quoted?

Yes, always. The quoted price for the quoted job stands, so you can go ahead with exactly that and leave anything new for another day. There is no pressure either way, and it makes no difference to how carefully we clean what you booked.

Why did you not spot the urine from my photos?

Because it usually cannot be seen. Dried urine often sits in the backing with no visible mark on the surface, and it only shows clearly under a UV torch. If you have pets, or have had them, telling us when you ask for a quote is the best way to avoid a surprise.

What if I think the change on the day was not fair?

Tell us. We will go back through what changed, why, and how it was explained to you, and if we got the order wrong or rushed the conversation, we will own it. The clean itself is always covered by the Golden Guarantee: if you’re not satisfied with the clean, we come back free of charge until you’re 100% satisfied.