Service Terms and Conditions for Carpet Cleaners Kensington

These Terms and Conditions set out the basis on which Carpet Cleaners Kensington provides professional carpet, rug, upholstery and related cleaning services to residential and commercial customers. By requesting, booking or allowing performance of any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual, business or organisation that requests or receives services from Carpet Cleaners Kensington.

Company means Carpet Cleaners Kensington, providing cleaning services to the Customer.

Services means carpet, rug, upholstery and other cleaning or related services provided by the Company as agreed with the Customer.

Premises means the property or location where the Services are to be carried out.

Booking means an agreed appointment date and time for the provision of the Services.

2. Scope of Services

The Company provides cleaning services including, but not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, and related services as described at the time of booking. The precise scope of Services for each visit will be agreed between the Company and the Customer during the enquiry and booking process.

The Company reserves the right to refuse to carry out any task that falls outside the agreed scope of Services or which, in the opinion of the Company, presents a health and safety risk, is unlawful, or could reasonably be expected to cause damage to the Premises, contents, equipment or personnel.

3. Service Area

The Company primarily operates within Kensington and surrounding neighbourhoods in London. Acceptance of bookings is subject to availability of cleaning teams and reasonable travel distance. The Company reserves the right to decline or amend a booking request where the Premises are outside its usual operating area or where scheduling constraints apply.

4. Booking Process

Bookings may be made by contacting the Company through its published communication channels. The Customer must provide accurate information, including the address of the Premises, property type, approximate room sizes or areas to be cleaned, type and condition of carpets or upholstery, parking arrangements, and any relevant access details.

All bookings are subject to confirmation by the Company. A booking will be deemed confirmed only when the Company has provided explicit confirmation and, where applicable, the Customer has paid any required deposit. Provisional times given before confirmation are not guaranteed.

The Customer is responsible for ensuring that the contact details provided to the Company are accurate and up to date so that booking confirmations and any changes can be communicated effectively.

5. Access and Customer Obligations

The Customer must ensure that the Company has safe and sufficient access to the Premises at the agreed time. This includes arranging for keys, entry codes, security instructions and any necessary permissions required to enter and work at the Premises.

The Customer must ensure that electricity, running water and adequate lighting are available at the Premises for the duration of the Services. Where parking restrictions apply, the Customer is responsible for providing information in advance and, where required, arranging or covering the cost of suitable parking close to the Premises.

The Customer must remove or secure fragile, valuable or easily damaged items from the areas where the Services are to be performed. The Company will not be responsible for damage to items that the Customer has not removed or adequately protected.

6. Condition of Carpets, Upholstery and Surfaces

The Customer must inform the Company of any known issues with carpets, rugs, upholstery, flooring or other surfaces, including existing damage, loose fittings, colour instability, shrinkage history or prior cleaning treatments. This information helps the Company to choose appropriate methods and products and to minimise the risk of damage.

While the Company will use reasonable care and appropriate techniques, the exact removal of all stains, odours or marks cannot be guaranteed. The success of cleaning depends on the type of stain, age, previous treatment and material composition. The Company will not be liable for permanent stains or wear that cannot be remedied by professional cleaning.

7. Pricing and Estimates

Prices are generally quoted based on the information supplied by the Customer, including room sizes, number of items and overall condition. Any estimate shared before an on-site inspection is an indication only and may be adjusted if the actual work required differs materially from the description originally provided.

The Company reserves the right to revise the quoted price if, upon arrival, the scope of work is substantially greater than anticipated or additional services are requested by the Customer. In such cases, the Company will seek the Customer’s approval before proceeding at the revised price.

8. Payments and Charges

Unless otherwise agreed in writing, payment for the Services is due on completion of the work on the day of the visit. The Company accepts various forms of payment as notified to the Customer at the time of booking or before payment is taken.

For larger jobs, commercial contracts or where specified by the Company, an upfront deposit or prepayment may be required to secure the booking. Deposits are applied against the final invoice. The Company is under no obligation to commence or continue work if a required deposit has not been received.

Where payment terms are agreed in advance for business customers, invoices must be settled in full within the specified period. The Company reserves the right to charge interest and reasonable administrative costs on overdue accounts in accordance with applicable law.

9. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Unless otherwise agreed, the Company requests a minimum of 24 hours notice for cancellation or rescheduling of standard appointments.

Where the Customer cancels or reschedules with less than the minimum notice period, the Company reserves the right to charge a late cancellation fee, which may be a fixed amount or a percentage of the quoted service price, to cover lost time and administration costs.

If the Customer fails to provide access to the Premises at the agreed time, or the Premises are not in a condition that allows the Services to be carried out safely and reasonably, the Company may treat the visit as a late cancellation and a call-out or cancellation charge may apply.

The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, severe weather, equipment failure, safety concerns or transport disruption. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect loss arising from such changes.

10. Service Performance and Quality

The Company aims to provide Services with reasonable skill and care, using appropriate cleaning methods and products suitable for the surfaces and fabrics involved. The cleaning teams will work to the agreed scope and within any time constraints that have been communicated in advance.

If the Customer is not satisfied with any aspect of the Service, they must notify the Company as soon as possible and within a reasonable period after completion, ideally within 24 hours. The Company may request photographs or access to inspect the area. Where a justified concern is raised, the Company may, at its discretion, offer a re-clean of the affected area or another appropriate remedy.

11. Liability and Limitations

The Company will take reasonable care in providing the Services; however, the Customer accepts that certain risks are inherent in the cleaning of carpets, rugs and upholstery, particularly where items are old, worn, poorly fitted, or have not been maintained according to manufacturer guidance.

The Company’s liability for loss or damage arising from the provision of the Services is limited to the lesser of the cost of repair, cleaning or replacement of the affected item, taking into account age, condition and fair wear and tear. The Company will not be liable for pre-existing damage, wear, defects, or for shrinkage, colour loss or texture change where such outcomes are consistent with the characteristics of the material or its prior treatment.

The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity or loss of enjoyment, arising from or in connection with the Services, whether in contract, tort or otherwise.

Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

12. Customer Property and Personal Items

The Customer is responsible for securing personal belongings, valuables and fragile items before the commencement of the Services. The Company will not be liable for loss of cash, jewellery, or other small valuables unless such loss is proven to be a direct result of negligence by the Company’s staff while performing the Services.

The Customer should notify the Company immediately if any loss or damage is discovered that may relate to the provision of the Services. The Company may require reasonable evidence and an opportunity to investigate the circumstances before any decision on liability or remedy is made.

13. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety. Staff are instructed to follow safe working practices and to cease work where conditions are hazardous. The Customer must not request staff to undertake any activity that may be unsafe, illegal or outside the agreed scope of Services.

The Customer agrees to treat the Company’s staff with respect and not to subject them to abusive, threatening or discriminatory behaviour. The Company may withdraw services and leave the Premises immediately if staff feel unsafe, threatened or harassed, and in such cases, the Customer may remain liable for the full service fee.

14. Waste Handling and Environmental Compliance

The Company will handle cleaning solutions, residues and general waste generated during the provision of the Services in accordance with applicable waste and environmental regulations. Where possible, the Company will use disposal methods that are responsible and compliant with local requirements.

Certain types of waste, such as contaminated materials or items classified as hazardous, may fall outside the standard Services. If such materials are present at the Premises, the Customer must inform the Company in advance. The Company reserves the right to refuse handling of any waste that requires specialist disposal or that may pose a safety risk.

Any additional charges incurred for the lawful disposal of unusual or regulated waste generated solely as a result of the Services may be passed on to the Customer, provided these costs are explained and agreed with the Customer where practicable.

15. Insurance

The Company maintains insurance cover appropriate to its business operations, including public liability cover as required by law or commonly expected in the cleaning industry. Details of insurance cover can be provided upon reasonable request.

The existence of insurance does not extend or increase the Company’s liability beyond the limitations set out in these Terms and Conditions. Any potential claim may be subject to the terms, conditions and exclusions of the relevant insurance policy.

16. Privacy and Data Protection

The Company collects and uses personal information such as names, contact details, addresses and service records for the purposes of managing enquiries, bookings, service delivery, payments and customer communication. Personal data will be processed in accordance with applicable data protection laws.

The Company will take reasonable steps to protect personal information against unauthorised access, use or disclosure and will not sell personal data to third parties. Information may be shared with trusted partners or service providers where necessary for payment processing, administration or legal compliance.

17. Changes to Bookings and Services

If the Customer wishes to amend the Services, such as adding extra rooms, items or treatments, they should contact the Company as early as possible before the appointment. The Company will try to accommodate changes subject to availability and may adjust the price accordingly.

The Company reserves the right to make minor changes to the Services, for example by substituting cleaning products or equipment with equivalent alternatives, provided that such changes do not materially reduce the quality or effectiveness of the Services.

18. Amendments to These Terms

The Company may revise these Terms and Conditions from time to time, for example to reflect changes in law, industry standards or business practices. Updated terms will be made available by the Company and will apply to new bookings made after the date of publication. Existing confirmed bookings will remain subject to the terms in force at the time of confirmation, unless otherwise agreed with the Customer.

19. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services, whether in contract, tort or otherwise.

20. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

21. Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise or representation that is not expressly set out in these Terms and Conditions.

By proceeding with a booking or by allowing the Services to be carried out, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.