Terms and Conditions for Carpet Cleaners Kensington

These Terms and Conditions set out the basis on which Carpet Cleaners Kensington provides carpet and upholstery cleaning services to domestic and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before using our services. These terms are written to be clear and practical, and they apply to all standard cleaning services arranged through our business, unless a separate written agreement says otherwise.

Booking process begins when a customer requests a quotation or service appointment and provides the information needed to assess the work. This may include the type of fibres, the size and condition of the area, the level of soiling, access details, and any special treatment requirements. Any quotation given before an inspection is based on the information supplied by the customer and may be revised if the actual conditions differ materially from what was described. A booking is only confirmed once we accept the request and provide an appointment slot or written confirmation. We may refuse or cancel a booking if we cannot safely carry out the work, if the premises are unsuitable, or if the requested service falls outside our normal scope.

The customer is responsible for ensuring that the areas to be cleaned are accessible and ready for service at the agreed time. This includes removing fragile items, valuables, or obstacles from the work area where reasonable to do so. Our team may move light furniture only if it is safe and practical, but we are not obliged to move heavy, fixed, or delicate items. If special access arrangements are needed, these must be disclosed at the time of booking. If we arrive and cannot begin because access is unavailable, the appointment may be treated as a late cancellation or missed booking and charges may apply.

Payments are due in accordance with the price confirmed at booking, or the revised price notified before the service begins. Unless otherwise agreed in writing, payment is required on completion of the work. We may request a deposit for larger jobs, repeat visits, or specialist treatments. Where a deposit is taken, it is applied to the final invoice unless the booking is cancelled in a way that allows us to retain all or part of that amount under these terms. Accepted payment methods may vary, and any payment processing fees disclosed in advance will be added where permitted by law. All prices, unless clearly stated otherwise, are exclusive of any applicable tax.

Any estimate or quote provided by Carpet Cleaners Kensington is based on current labour, equipment, and disposal costs. If additional time, materials, stain treatment, deodorisation, or remediation work is required because of conditions not reasonably apparent from the initial description, we may charge a reasonable additional amount. We will normally explain the reason for any increase before proceeding. If the customer declines any necessary additional work, we may only complete the part of the service that is practical and safe, and the price may still reflect the work already carried out.

Cancellation and rescheduling requests should be made as early as possible. If a customer cancels or rearranges with sufficient notice, we will usually offer a new appointment without penalty. However, if cancellation is made at short notice, or if our team has already travelled to the property, we may charge a fee to cover time, administration, and travel costs. Where a deposit has been paid, it may be retained in full or in part depending on the amount of notice given and the costs already incurred. Missed appointments caused by the customer’s failure to provide access or necessary information may also be treated as late cancellations.

Service standards and limitations apply to all carpet and fabric cleaning undertaken by our technicians. We will use reasonable skill and care and aim to achieve a high standard of cleanliness, but we do not guarantee the removal of every stain, mark, odour, or wear pattern. Some contaminants may be permanent or may respond only partially to cleaning. Discolouration caused by previous poor maintenance, hidden damage, dye transfer, fibre wear, or manufacturer defects may not be reversible. Drying times can vary depending on fibre type, ventilation, weather, and the condition of the materials. The customer should avoid walking on cleaned areas until they are dry, and should follow any aftercare instructions given at the end of the job.

It is the customer’s responsibility to tell us about known risks before work begins, including weak seams, loose dye, water-sensitive materials, pre-existing damage, past treatments, or any property condition that may affect the result. If the customer withholds relevant information or gives incorrect instructions, we will not be liable for resulting damage or a reduced outcome, except where liability cannot be excluded by law. Where the customer requests treatment contrary to our advice, we may decline to proceed or may ask for written confirmation that the customer accepts the associated risk.

Liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for indirect or consequential loss, loss of profit, loss of business, or loss arising from events outside our reasonable control. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded. If any item is damaged due to our proven fault, our responsibility may be limited to repair, replacement, or a refund reflecting the affected part of the service, taking account of the age, condition, and value of the item concerned.

Customer obligations include providing a safe working environment. This means ensuring that water, electricity, and any other facilities reasonably required for the job are available and safe to use. Pets should be secured away from the work area, and children should not be left unsupervised near equipment or wet surfaces. The customer must also notify us of any hazards such as exposed wiring, unstable flooring, leaking pipes, or aggressive substances in the premises. If a technician considers the environment unsafe, work may be postponed or stopped until the issue is resolved. Any delay or additional visit caused by unsafe conditions may be charged as a further service call.

Waste regulations must be followed when our work produces waste water, extracted residues, packaging, or removed materials. We operate in line with applicable UK waste management duties and expect the customer to allow lawful handling and disposal of any waste arising from the service. Waste water and cleaning residues will be managed responsibly and must not be discharged into systems or areas where this would breach environmental rules or local site requirements. If specialist disposal is needed because of contamination, biohazards, excessive soil load, or restricted premises rules, additional charges may apply. We do not remove hazardous waste unless this has been expressly agreed in writing and can be handled lawfully.

Where items are removed or disposed of as part of the service, the customer confirms they have authority to authorise that disposal. Once an item has been lawfully removed for disposal, it will not be retained for collection unless agreed in advance. The customer should not ask us to place waste in any location that would breach environmental law, tenancy terms, building rules, or site restrictions. If our technicians reasonably believe that any requested method of disposal would be unlawful, unsafe, or improper, they may refuse to carry it out.

Complaints and rectification requests should be raised as soon as possible after the service is completed. If the customer believes there is a problem with the work, we should be given a reasonable opportunity to inspect the area and, where appropriate, return to assess or rectify the issue. Any concern must be supported by accurate details of the service date, the affected area, and the nature of the issue. We will not be responsible for complaints arising from normal re-soiling, lack of aftercare, or conditions beyond our control. If a return visit is agreed, it will be limited to the original scope of the work unless otherwise arranged.

Access, parking, and delays may affect service times and pricing. The customer is responsible for providing suitable parking or access arrangements where required and for paying any charges that arise from restrictions not disclosed in advance. If our team is delayed because of congestion, building access controls, lift restrictions, or waiting time caused by the customer or a third party, we may need to amend the schedule or charge for the additional time. We will always act reasonably, but repeated or significant delay may affect the efficiency and final cost of the appointment.

Data, documents, and acceptance of these terms may occur electronically, by email, or through a written agreement. Any records we keep about a booking, quotation, or completed service may be used to manage the contract, process payment, resolve a complaint, or comply with legal obligations. By proceeding with a booking, the customer confirms that they have read and understood these Terms and Conditions and agree to be bound by them. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

Governing law and jurisdiction are governed by the laws of England and Wales. Any dispute or claim arising from or connected with these Terms and Conditions, the service provided by Carpet Cleaners Kensington, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. Nothing in these terms affects a customer’s statutory rights under applicable UK consumer legislation.

These Terms and Conditions may be updated from time to time to reflect changes in law, business practice, or service scope. The version in force at the time of booking will generally apply to that booking, unless a newer version has been accepted by both parties in writing. For avoidance of doubt, any verbal statement made by a technician does not override these written terms unless confirmed by an authorised representative of the company. If there is any inconsistency between a quotation and these terms, the quotation will prevail only to the extent of the specific inconsistency.

General provisions include the following:

• Any waiver of a term must be in writing to be effective.
• Failure to enforce a right on one occasion does not mean that right is waived.
• Headings are for convenience only and do not affect interpretation.
• The customer may not assign the contract without our written consent.