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Terms And Conditions
Carpet Cleaning Kensington Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Carpet Cleaning Kensington to residential and commercial customers within its service area. By booking a service, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Customer means the person, firm or company requesting the services.
Company means Carpet Cleaning Kensington, the service provider.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, and any other related services supplied by the Company.
Premises means the property at which the Services are to be carried out.
Agreement means the contract between the Company and the Customer incorporating these Terms and Conditions.
2. Scope of Services
The Company undertakes to provide professional cleaning services as described at the time of booking. The specific Services, areas to be cleaned and any special requirements will be agreed with the Customer in advance of the appointment.
The Company reserves the right to decline work that it considers unsafe, unsuitable for the methods or equipment used, or beyond the reasonable skill or capacity of its operatives. In such cases, the Customer will be informed as soon as reasonably possible.
3. Booking Process
Bookings may be requested by the Customer via the Companys accepted communication channels, such as online forms, written correspondence or other methods made available from time to time. A booking is only confirmed when the Company has accepted the request and provided written or electronic confirmation of the appointment date, time window and indicative price.
The Customer is responsible for providing accurate information during the booking process, including the type and size of areas to be cleaned, the nature of any stains, the condition of carpets and furnishings, access restrictions and parking arrangements. The Company reserves the right to adjust the price or decline the job if the information provided is materially inaccurate.
Where a deposit is required, the booking will not be treated as confirmed until the deposit has been received by the Company. The Customer will be notified if a deposit is required and of the amount payable.
4. Access to the Premises
The Customer must ensure that the Company and its operatives have safe and reasonable access to the Premises at the agreed time. This includes arranging for keys, entry codes, permits or concierge notifications where necessary.
If parking is required for the Companys vehicle, the Customer is responsible for securing suitable parking close to the Premises and for any related costs, such as permits or pay-and-display tickets. If adequate parking cannot be arranged, the Company may be unable to carry out the Services and a cancellation charge may apply.
Where the Customer or their representative is not present at the Premises during the appointment, the Customer must ensure that clear entry and exit instructions have been provided. The Company accepts no liability for loss or damage arising from incorrect or incomplete access instructions given by the Customer.
5. Customer Responsibilities
The Customer agrees to remove any fragile, valuable or irreplaceable items from the areas to be cleaned before the commencement of the Services. The Customer must also secure any items that could be damaged by movement of cleaning equipment or hoses.
The Customer should advise the Company in advance of any known defects, pre-existing damage or particular sensitivities in carpets, rugs or upholstery, including loose seams, fraying, pre-existing stains, colour instability, shrinkage risk, or manufacturer care restrictions.
The Customer is responsible for ensuring that there is adequate electricity and water supply at the Premises on the day of the appointment. If the Services cannot be completed due to lack of utilities, a call-out or cancellation fee may be charged.
6. Pricing and Estimates
Prices may be quoted per room, per item, per square metre or on another basis communicated by the Company. Any estimate given before inspection of the Premises is an indication only and is not binding on the Company.
Final prices may be adjusted based on the actual condition, size and accessibility of items or areas to be cleaned, as well as the presence of heavy soiling, staining, pet contamination or other factors that increase the time, materials or specialist treatments required.
If a significant price adjustment is required, the operative will inform the Customer before commencing work. If the Customer does not accept the revised price, the Company may cancel the service and charge a reasonable call-out fee to cover time and travel costs.
7. Payments and Deposits
Unless otherwise agreed in writing, payment is due in full on completion of the Services. The Company may accept various payment methods, such as cashless electronic payment or bank transfer, as specified at the time of booking.
The Company may request a deposit for larger bookings, commercial work, out-of-hours appointments or where there is a history of late payment. Deposits are generally non-refundable unless the Company cancels the appointment or agrees otherwise.
For commercial Customers with agreed credit terms, invoices are payable within the period stated on the invoice. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK legislation.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule an appointment by providing notice to the Company. The required notice period and any applicable charges will be specified at the time of booking. As a general guideline, cancellations made with less than 24 hours notice may incur a cancellation fee up to a reasonable proportion of the quoted service price.
If the Customer fails to provide access to the Premises at the agreed time, or the operative is unable to commence the Services for reasons beyond the Companys control, this may be treated as a late cancellation and a fee may be charged.
The Company reserves the right to cancel or reschedule appointments due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, equipment failure, staff illness or safety concerns at the Premises. In such cases the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment date. The Company shall not be liable for any indirect losses resulting from such cancellation or rescheduling.
9. Service Standards and Limitations
The Company will exercise reasonable skill and care in carrying out the Services and will use methods and products that are appropriate for the items being cleaned, based on the information provided by the Customer and the operatives professional judgement.
While every reasonable effort is made to remove spots and stains, the Company cannot guarantee complete stain removal. Some substances can cause permanent discolouration or damage that cannot be remedied by cleaning. The likelihood of successful stain removal depends on the nature and age of the stain, the type of fibre and any previous attempts to treat it.
The Company cannot guarantee that all odours, including pet or smoke odours, will be entirely eliminated, particularly where contamination has penetrated underlay, subfloors or backing materials.
Drying times given are estimates only and may vary depending on ventilation, temperature, humidity, pile density and other environmental factors. The Customer is responsible for ensuring adequate ventilation and for taking care when walking on damp carpets or rugs to avoid slips or transfer of moisture.
10. Damage and Liability
The Company maintains appropriate insurance in respect of its activities. The Company will be liable for direct physical damage to the Customers property that is caused by the proven negligence of its operatives, subject to the limitations set out in these Terms and Conditions.
The Company shall not be liable for:
Pre-existing damage, wear, fading, discolouration or deterioration, including any that becomes more apparent after cleaning.
Shrinkage, colour loss or texture change where the item is old, poorly fitted, inherently unstable, or where manufacturer guidelines prohibit the cleaning method reasonably used.
Damage resulting from undisclosed defects, loose fittings, weak seams, unstable dyes, or previous cleaning or treatment by third parties.
Any indirect, consequential or economic loss, including loss of profit, loss of use or loss of enjoyment, arising out of or in connection with the Services.
In any event, the Companys total liability in respect of any claim arising out of the Agreement shall not exceed the lesser of the cost of rectifying the damage or the total price paid by the Customer for the Services that gave rise to the claim.
11. Complaints and Claims
Any complaint regarding the Services must be raised with the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work, so that the Company has a fair opportunity to investigate and, where appropriate, rectify the issue.
The Customer may be asked to provide photographs, a description of the problem and access to the Premises for inspection. The Company may at its discretion send an operative to re-attend and carry out further cleaning or remedial work where it considers this appropriate.
Claims relating to alleged damage to property must be reported within 48 hours of the Customer becoming aware of the issue and no later than 7 days after completion of the Services. The Company reserves the right to arrange its own inspection and to seek expert opinion where necessary.
12. Health, Safety and Conduct
The Company will carry out the Services in a manner that respects health and safety regulations. The Customer agrees not to request the operative to undertake any task that is unsafe, exceeds the scope of the booked Services or is contrary to these Terms and Conditions.
The Customer must ensure that children and pets are kept away from equipment, chemicals, hoses and work areas during and immediately after cleaning, especially while carpets or furnishings remain damp.
The Company reserves the right to withdraw its operatives from the Premises and to cancel the Services if they encounter abusive, threatening or unsafe behaviour. In such circumstances, the Customer may be charged a reasonable portion of the service price.
13. Waste Handling and Environmental Regulations
The Company will use cleaning agents and methods that are appropriate for professional use and will handle, store and transport its chemicals and equipment in accordance with applicable UK regulations.
Any waste generated by the Company as part of its normal cleaning process, such as used solutions, disposable cloths or protective materials, will be handled in line with relevant waste management requirements. The Company will not be responsible for the disposal of household or commercial waste unrelated to the Services.
The Customer must not request the Company to remove or dispose of hazardous or controlled waste, including but not limited to asbestos, clinical waste, sharps, or chemical residues. If such materials are discovered, the operative may suspend the work until the area is made safe by a competent person.
14. Privacy and Data Protection
The Company will collect and process personal information about the Customer only to the extent necessary to arrange and deliver the Services, process payments, manage bookings and respond to enquiries or complaints.
The Company will take reasonable steps to keep personal data secure and will not sell or disclose such information to third parties except where required to deliver the Services, comply with legal obligations or enforce its rights.
15. Force Majeure
The Company shall not be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. In such cases, the Company shall be entitled to a reasonable extension of time to perform its obligations.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that 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.
17. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable for any reason, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.
The failure or delay of the Company to exercise any right or remedy under these Terms and Conditions shall not be construed as a waiver of that right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.
The Customer may not assign or transfer any of their rights or obligations under this Agreement without the prior written consent of the Company. The Company may assign or subcontract any of its rights or obligations where reasonably necessary to provide the Services.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any previous understandings, agreements or representations, whether oral or written.
