Terms and Conditions for Carpetcleaning Kensington
These Terms and Conditions set out the basis on which Carpetcleaning Kensington provides domestic and commercial carpet cleaning services in the UK. By making a booking, confirming an appointment, or allowing access for the service to begin, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and consistent with applicable UK consumer and business laws. They apply to all standard carpet cleaning appointments, including steam cleaning, stain treatment, odour removal, and related floor-care services, unless a separate written agreement says otherwise.
In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Carpetcleaning Kensington name. References to “you” and “your” mean the customer, client, occupier, or person arranging the service. If a person books on behalf of another individual or business, that person confirms they have authority to accept these terms on the relevant party’s behalf. Any variation must be agreed in writing before the appointment begins.
These terms should be read together with any quotation, booking confirmation, job specification, or written notes issued before the service date. If there is any conflict between these terms and a written service agreement specifically signed by both parties, the written service agreement will take precedence to the extent of the inconsistency. Nothing in these terms affects your statutory rights under UK law.
Booking Process
Bookings may be made by telephone, email, online form, messaging platform, or any other booking channel we make available from time to time. A request for a service is not a confirmed booking until we have accepted it and issued confirmation. Confirmation may include the date, approximate arrival window, scope of work, estimated price, and any special instructions. We reserve the right to decline a booking for operational reasons, safety concerns, access issues, or where the requested service is outside our normal provision.
When arranging a carpet cleaning appointment, you must provide accurate and complete information, including the type of flooring, approximate room sizes, stain history, previous treatments, accessibility limitations, parking restrictions, and any known risks such as fragile fibres or pre-existing damage. The quality and suitability of the service may depend on the accuracy of this information. If the information given is incomplete or incorrect, we may revise the price, adjust the service plan, or refuse to proceed if it is unsafe or impractical to do so.
You are responsible for ensuring that the premises are ready at the agreed time. This includes removing personal items, valuables, and fragile objects from the work area, securing pets, and arranging appropriate access to water, electricity, and parking where required. If we are delayed or unable to perform the service because access has not been provided, the appointment may still be charged as a wasted visit or delayed-entry fee, depending on the circumstances and any prior agreement. We will use reasonable efforts to communicate promptly if any issue arises on our side.
Any estimate provided before inspection is based on the information available at the time and may be subject to change once the carpet cleaning technician has assessed the condition of the carpet, upholstery, or affected area. Additional charges may apply for heavy soil, specialist stain treatment, difficult access, emergency call-outs, or work requested outside the original scope. If the revised cost is materially different from the quoted amount, we will explain the reason before continuing, where reasonably practicable.
If the customer requests a change to the date, time, or scope of the carpet cleaning service, we will try to accommodate it, but any change is subject to availability. Repeated changes may affect the final price or result in the original booking being cancelled in accordance with the cancellation rules below.
Payments and Pricing
Unless otherwise agreed in writing, payment is due on completion of the work. We may require a deposit for larger jobs, commercial contracts, peak-time appointments, or services that require reserved equipment or materials. Any deposit requested will be explained before booking is confirmed. Deposits are generally non-refundable where a customer cancels outside the permitted cancellation period, fails to provide access, or otherwise prevents the service from taking place.
We accept payment by the methods we make available at the time of booking or completion. All prices are stated in pounds sterling unless otherwise stated. Prices may be shown as fixed fees, room-based rates, hourly charges, minimum call-out charges, or quotations for specialist work. Unless expressly stated, prices include labour and standard equipment only and may exclude parking, congestion-related charges, extra products, or specialist waste handling where applicable.
The customer must ensure payment is made in full and without deductions unless a lawful reason exists. We may charge interest or recover reasonable costs if an invoice remains unpaid after the stated due date, in line with the Late Payment of Commercial Debts legislation where relevant. For consumer bookings, any late payment handling will remain fair and proportionate and will not affect your statutory protections.
Discounts, promotions, or package prices are offered at our discretion and may be withdrawn or amended before the booking is confirmed. Promotional prices do not apply retrospectively unless specifically stated. Where a quote is based on an assumed set of rooms, fibres, or cleaning conditions, and those assumptions prove inaccurate, the final price may be adjusted to reflect the actual work carried out.
Credit card chargebacks, payment disputes, or bank reversals must be raised promptly and in good faith. If you believe there has been an error, please allow us a reasonable opportunity to investigate and correct it before initiating a formal dispute. Nothing in these terms prevents you from exercising lawful consumer rights or challenging an incorrect charge.
Cancellations, Rescheduling, and No-Shows
You may cancel or reschedule your carpet cleaning appointment by giving notice within the cancellation period stated at the time of booking. If no specific period is stated, reasonable notice should be given as early as possible. For consumer bookings made at a distance or off-premises, any statutory cancellation rights under the Consumer Contracts Regulations may apply, subject to the exceptions set out by law, particularly where you request the service to begin within the cancellation period.
If you ask us to start work within the statutory cancellation period, you agree that you may lose some or all of your cancellation rights once the service has begun, to the extent permitted by law. If you cancel after we have incurred costs, reserved labour, or dispatched a technician, we may retain all or part of any deposit or charge a cancellation fee that reflects the losses reasonably incurred. Any such charge will be reasonable and proportionate.
If access is refused, the premises are closed, the contact person is unavailable, or the appointment cannot proceed because of the customer’s actions or omissions, this will usually be treated as a late cancellation or no-show. In such cases, a wasted journey fee, minimum call-out charge, or deposit forfeiture may apply. We will always seek to act fairly and to reduce unnecessary charges where the circumstances justify doing so.
Liability and Service Limitations
We will carry out our work with reasonable care and skill, using methods and products that are suitable for the type and condition of the carpet or surface where reasonably identifiable. However, certain materials, dyes, fibres, backing types, previous repairs, and pre-existing stains may react unpredictably to cleaning agents, moisture, or extraction methods. Some marks may not be removable without risk of damage, and some odours may only be reduced rather than fully eliminated. Variations in result do not automatically mean the service has been performed improperly.
To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of opportunity, business interruption, or emotional distress arising from the service. Our total liability for any claim relating to a booking shall not exceed the amount paid for the specific service giving rise to the claim, except where liability cannot lawfully be limited or excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.
It is your responsibility to disclose any known risks before the service begins, including but not limited to colour loss, loose seams, unstable flooring, hidden damage, underfloor heating, water sensitivity, recent cleaning, or the presence of hazardous substances. Where we identify a risk during inspection or during the work itself, we may pause, alter, or stop the service if continuing would be unsafe or likely to cause damage.
If we recommend that an area should not be cleaned in a particular way, or advise that a stain may be permanent, this advice is given in good faith based on experience and inspection at the time. If you choose to proceed against our recommendation, you accept the associated risk, except where we have acted negligently or misrepresented the likely outcome.
Waste Regulations and Environmental Handling
We operate in accordance with applicable UK waste and environmental requirements, including proper handling of wastewater, used materials, and disposable cleaning consumables. Any waste created during the carpet cleaning process will be managed responsibly and disposed of in a lawful manner. We do not intentionally discharge waste into drains or areas where discharge is prohibited. Where extraction or spotting produces contaminated residues, these will be handled in line with relevant environmental and public health obligations.
If the work generates waste beyond normal service residue, or if the premises contain hazardous, biological, or specialist materials, we may refuse to proceed unless appropriate arrangements are made. This includes, without limitation, mould-affected materials, bodily fluids, chemical contamination, or waste requiring licensed handling. Additional costs may apply where lawful disposal requires specialist equipment, protective procedures, or external collection. We will notify you before incurring any such charges where reasonably possible.
You must tell us in advance if any carpet, underlay, room contents, or nearby materials are contaminated, damp, or likely to produce regulated waste. If you withhold this information and we discover it on arrival, we may stop the service and charge for the visit. We may also refuse any instruction that would place us in breach of applicable waste rules, health and safety requirements, or environmental legislation.
Where our work involves the temporary removal of waste water, packaging, fibres, or disposable items, we retain discretion over the most suitable disposal method, provided it remains lawful and proportionate. We do not undertake to remove bulky domestic rubbish, renovation debris, or non-service-related waste unless this has been specifically agreed in writing. The customer remains responsible for all general household waste and for ensuring the premises are suitable for the safe performance of the service.
Service Standards, Access, and Customer Responsibilities
You must ensure that the area to be cleaned is free from obstruction and that we can work safely and efficiently. This includes informing other occupiers of the appointment, providing reasonable access, and ensuring that the work area is suitable for equipment setup. If furniture moving has not been agreed in advance, we may clean only accessible areas or charge extra for handling heavy items. We will not move items that are unsafe, extremely heavy, or likely to be damaged by relocation.
It is your responsibility to protect delicate items, electrical goods, and valuables in or near the service area. We are not responsible for pre-existing faults in furniture, fittings, or floor coverings. You should notify us of any alarm systems, restricted zones, conservation materials, or building rules that may affect access or operation. We may suspend work if site conditions are unsuitable or if we believe there is an unreasonable risk to people or property.
Where the service includes treating stains or odours, you accept that outcomes can vary depending on the age of the mark, the carpet type, and prior treatment. We may refuse to guarantee full removal of set-in stains, pet accidents, ink, paint, rust, bleach damage, or wear-related marks. Any before-and-after observations are based on professional judgment and the condition of the fibres at the time of cleaning.
Complaints, Variations, and General Terms
If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion so that the issue can be reviewed. We may ask for photographs, a description of the concern, and an opportunity to revisit the property if appropriate. Any revisit or corrective action is offered at our discretion and without admission of liability, unless a legal obligation applies. This does not affect your statutory rights.
We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is materially beneficial to you. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in full force. No waiver of any term shall be effective unless made in writing.
These Terms and Conditions, together with any written quotation or booking confirmation, form the entire agreement between you and us in relation to the service. No employee, contractor, or representative is authorised to alter these terms orally unless expressly permitted in writing. A failure to enforce any provision immediately does not mean that provision is waived. Any headings are for convenience only and do not affect interpretation.
Governing Law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law allows proceedings in another forum. If a customer is based in Scotland or Northern Ireland, any mandatory rights under applicable local law remain unaffected where they cannot lawfully be excluded.
