Terms and Conditions for Kensington Carpet Cleaners Services
These Terms and Conditions govern the provision of carpet, upholstery, rug, and related cleaning services by Kensington Carpet Cleaners to its customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making or confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Kensington Carpet Cleaners, we, us or our refers to the cleaning service provider operating under the name Kensington Carpet Cleaners.
1.2 Customer, you or your refers to any individual, business, company, or organisation that requests, books, or receives services from us.
1.3 Services refers to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end-of-tenancy cleaning and any other related services we agree to provide.
1.4 Premises refers to the property or location where the services are to be carried out.
1.5 Booking refers to a confirmed appointment for services made by the customer and accepted by us.
2. Scope of Services
2.1 We provide professional cleaning services for domestic and commercial premises within our service area, which is focused on Kensington and surrounding districts, subject to availability.
2.2 The specific services, including the type of cleaning, number of rooms or items, and any additional treatments, will be agreed at the time of booking and confirmed in writing or another durable format where reasonably possible.
2.3 We reserve the right to decline or cancel any service request that we reasonably consider to be unsafe, unsuitable, beyond our technical capability or equipment, or not in compliance with applicable regulations.
3. Booking Process
3.1 Bookings can be requested through our website contact form or via other communication methods we may make available from time to time.
3.2 When you request a booking, you must provide accurate information, including the address of the premises, type and approximate size of areas or items to be cleaned, access details, parking information, and any known issues such as heavy soiling, damage, or infestation.
3.3 Any quotation provided prior to an on-site inspection is an estimate only and may be subject to change once our technician has assessed the premises and confirmed the work required.
3.4 A booking is only considered confirmed when we have accepted your request and given you a date and time for the service. We may confirm this orally or in writing, at our discretion.
3.5 We reserve the right to reschedule bookings due to staff availability, equipment failure, traffic or transport issues, or events beyond our reasonable control. In such cases, we will notify you as soon as reasonably practicable and offer an alternative appointment.
4. Access and Customer Obligations
4.1 You must ensure that our staff has safe and reasonable access to the premises at the agreed time. This includes provision of keys, entry codes, or ensuring someone is present to grant access.
4.2 You are responsible for ensuring that electricity, water, and adequate lighting are available at the premises for the duration of the service.
4.3 You must remove smaller items, valuables, fragile objects, and personal belongings from the areas to be cleaned before our arrival. Large items of furniture will be moved only where it is reasonably safe and practical to do so, at the discretion of our technician.
4.4 Pets and children should be kept away from the work area and equipment during the service for health and safety reasons.
4.5 If we are unable to gain access to the premises, or if the premises is not in a suitable state for the service to be carried out, we may charge a call-out fee or apply our late cancellation charges as set out in these Terms and Conditions.
5. Pricing and Quotations
5.1 Prices are generally based on the type and size of the areas or items to be cleaned, the condition of the surfaces, and the type of service requested.
5.2 All quotations are provided in good faith based on the information you supply. If, on arrival, the actual condition or size differs significantly from what was described, we reserve the right to adjust the price accordingly or decline part or all of the work.
5.3 Prices given are inclusive or exclusive of VAT only if this is expressly stated in the quotation. Where applicable, VAT will be charged at the prevailing rate.
5.4 Any additional services requested on the day that were not included in the original quote will be charged separately at our prevailing rates.
6. Payments
6.1 Payment terms will be communicated at or before the time of booking and may vary depending on whether you are a domestic or commercial customer.
6.2 Unless otherwise agreed in advance, payment is due immediately upon completion of the service, by one of the payment methods we accept at that time, which may include cashless options such as bank transfer or card payment.
6.3 For some bookings, including larger jobs or commercial contracts, we may require a deposit prior to the service being carried out. The deposit amount and due date will be specified at the time of booking.
6.4 If payment is not received on the due date, we reserve the right to charge late payment interest and administrative fees, and to suspend or cancel any future services until full payment has been made.
6.5 You agree to pay all reasonable costs incurred by us in recovering any overdue sums, including legal and collection costs.
7. Cancellations and Rescheduling
7.1 If you wish to cancel or reschedule a booking, you must notify us as soon as possible.
7.2 Where you provide more than 48 hours notice prior to the scheduled start time, we will usually cancel or reschedule the booking without charge.
7.3 If you cancel or reschedule within 24 to 48 hours of the scheduled start time, we reserve the right to charge a partial cancellation fee to cover our administrative and scheduling costs.
7.4 If you cancel or reschedule with less than 24 hours notice, or if we are unable to gain access to the premises at the scheduled time, we may charge a full or substantial portion of the quoted service price, at our discretion.
7.5 In the event that we need to cancel or reschedule a service, we will make reasonable efforts to notify you and agree a new appointment. We shall not be liable for any indirect loss or expense you may incur due to such cancellation or rescheduling.
8. Service Standards and Limitations
8.1 We aim to provide services with reasonable care and skill and to achieve the best results possible using appropriate cleaning methods and products.
8.2 While we will make reasonable efforts to remove stains and soiling, we cannot guarantee that all stains will be removed or that complete restoration of carpets, rugs, or upholstery will be achieved. The outcome depends on factors such as age, material, type of stain, prior treatment, and general condition.
8.3 We will not be responsible for pre-existing damage, wear, fading, discolouration, shrinkage, loose seams, or other structural issues that may become more visible after cleaning.
8.4 Any recommendations or advice given by our staff are based on their experience and the information available at the time. They do not constitute a guarantee of specific results unless this is expressly confirmed in writing.
9. Customer Complaints and Rectification
9.1 If you are dissatisfied with any aspect of the service, you must inform us as soon as possible, and in any event within 48 hours of completion of the work.
9.2 We may request photographic evidence or an opportunity to inspect the areas or items in question. Where appropriate, we will arrange a revisit to attempt reasonable rectification of the issue.
9.3 Our obligation to revisit or provide rectification is subject to you having complied with all reasonable aftercare instructions, such as ventilation, drying times, and not placing items back on damp surfaces prematurely.
9.4 Except where required by law, our liability in relation to any complaint will be limited to the cost of the original service and, where reasonably appropriate, a re-clean or partial refund.
10. Liability and Indemnity
10.1 We will operate with reasonable care and in accordance with industry practices. However, you acknowledge that certain risks are inherent in cleaning processes, especially on older or delicate fabrics and carpets.
10.2 Our total liability for any loss or damage arising out of or in connection with the services, whether in contract, tort, or otherwise, shall not exceed the total amount paid or payable for the specific service in question, except where such limitation is not permitted by law.
10.3 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising from or in connection with our services.
10.4 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
10.5 You agree to indemnify us against all claims, costs, damages, and expenses arising from your breach of these Terms and Conditions, misuse of our services, or any inaccurate information you provide.
11. Insurance
11.1 We maintain public liability insurance appropriate to the nature of our services. Details of our insurance cover are available upon request.
11.2 It is your responsibility to ensure that your own household or business insurance is adequate to cover your property and contents. We do not accept responsibility for any loss that could reasonably be covered by your own insurance policies.
12. Health, Safety, and Environmental Compliance
12.1 We use cleaning products and equipment that are appropriate for professional use and, where possible, chosen with environmental considerations in mind.
12.2 Our staff are trained to follow health and safety guidelines and to handle chemicals and machinery in a safe and lawful manner.
12.3 You must inform us before the service begins of any known allergies, sensitivities, or health conditions that may be affected by cleaning products, and any specific requirements you may have in this regard.
13. Waste and Disposal Regulations
13.1 We comply with applicable waste management and environmental regulations in connection with the disposal of waste water and residues generated during the cleaning process.
13.2 We do not remove or dispose of hazardous waste, including but not limited to chemical spills, medical waste, or materials contaminated with hazardous substances. If such materials are present, we may decline or halt the service.
13.3 Any bulky waste, furniture, or non-standard items requiring special disposal must be handled by you unless we have expressly agreed to provide such disposal as an additional service, subject to any applicable charges and regulations.
13.4 You agree not to request or require us to dispose of waste in any way that would breach local environmental, waste management, or public health regulations.
14. Property Damage and Keys
14.1 If we are provided with keys or access codes, we will take reasonable care to keep them secure and to use them solely for the purpose of providing the services.
14.2 We do not accept responsibility for loss, damage, or theft at the premises unless directly caused by our negligence or that of our staff while carrying out the agreed services.
14.3 Any damage or loss must be reported to us in writing as soon as reasonably possible, and in any event within 48 hours of the completion of the service or of you becoming aware of the issue.
15. Privacy and Data Protection
15.1 We collect and process personal information such as names, addresses, and contact details for the purpose of managing bookings, providing services, and handling payments and enquiries.
15.2 We will take reasonable steps to protect your personal data and to use it only for legitimate business purposes in accordance with applicable data protection laws.
15.3 We will not sell your personal data to third parties. We may, however, share information with service providers or authorities where necessary for the performance of our services, compliance with legal obligations, or protection of our rights.
16. Amendments to Terms and Conditions
16.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, pricing, regulatory requirements, or business practices.
16.2 The version in force at the time of your booking will usually apply to that specific service. We recommend that you review the current Terms and Conditions whenever you make a new booking.
17. Governing Law and Jurisdiction
17.1 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.
17.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of our services.
18. Severability
18.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable.
18.2 If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written quotation or confirmation we provide, constitute the entire agreement between you and Kensington Carpet Cleaners in relation to the specific services booked.
19.2 You acknowledge that you have not relied on any statement, promise, or representation that is not expressly set out in these Terms and Conditions or in our written correspondence confirming your booking.
