Terms and Conditions for Kensington Carpet Cleaners

These Terms and Conditions govern the provision of domestic and commercial cleaning services by Kensington Carpet Cleaners and apply to all bookings, quotations, appointments, and related work carried out by or on behalf of the company. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should review them carefully before proceeding with a booking.

Kensington Carpet Cleaners means the business providing the cleaning service, and “customer” means any person, company, landlord, tenant, managing agent, or other party requesting or authorising services. These terms are intended to set out a fair and transparent basis on which Kensington carpet cleaners operates, including service scope, scheduling, payment, cancellation, liability, and disposal requirements. Nothing in these terms affects statutory rights that cannot legally be excluded.

For the purposes of these terms, “services” may include carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, stain protection, odour treatment, and related cleaning work agreed in advance. References to carpet cleaners Kensington and similar wording are used for description only and do not change the legal identity of the business. Any special instructions or additional conditions agreed before or during the job must be confirmed in writing or otherwise recorded by the company to have effect.

1. Booking Process

Bookings may be requested by phone, email, online form, messaging platform, or any other method accepted by the company. A booking is not confirmed until the company has acknowledged acceptance, provided an appointment date or time window, and, where required, received any deposit or advance payment. The company may ask for the customer’s name, address, access details, service requirements, and any information needed to assess the job safely and accurately.

All quotations are based on the information supplied by the customer and are subject to revision if the actual condition, size, access, or complexity of the work differs from the description provided. Pricing for Kensington Carpet Cleaners services may be estimated by room count, carpet area, item type, level of soiling, or minimum charge. If the customer wants additional tasks to be completed on the day, these may be accepted only if time, equipment, and staff availability allow.

The company will make reasonable efforts to attend at the agreed time, but arrival windows are estimates and may change due to traffic, prior jobs, weather, equipment failure, or other factors outside reasonable control. The customer must ensure that access is available at the agreed time and that the work area is ready for service. If the customer is absent or unable to provide access, the appointment may be treated as a late cancellation or failed visit, and a charge may apply.

2. Payment Terms

Unless otherwise agreed in writing, payment is due on completion of the service on the same day the work is carried out. Kensington carpet cleaners may accept cash, bank transfer, card payment, or another method notified in advance. For certain bookings, including larger commercial work, repeat contracts, or out-of-hours appointments, an advance deposit or full prepayment may be required before attendance. Any deposit helps reserve time and cover scheduling and administrative costs.

If the customer fails to make payment when due, the company reserves the right to charge interest on overdue sums at the statutory rate permitted under UK law, together with reasonable recovery costs where lawful. Any dispute about an invoice must be raised promptly and in any event within a reasonable time after the service date. The customer must pay for all undisputed sums on time, even if a query is raised about part of the invoice.

If a quote is based on an estimate and the actual work takes longer or requires additional materials because of unforeseen conditions, the company may adjust the final price to reflect the extra labour, equipment use, or specialist treatment required. The customer will normally be informed where practicable before any material increase is applied. Discounts, promotions, or special rates, where offered, may be withdrawn if the booking changes materially or if the original conditions are not met.

3. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Where cancellation is made less than 24 hours before the appointment, or where a staff member has already been dispatched, the company may charge a late cancellation fee or the full cost of the lost appointment, depending on the circumstances. This reflects the time reserved and the practical difficulty of replacing the booking at short notice. Reasonable notice helps keep the service efficient for all customers.

Where the customer requests a change to the booking date, time, or scope, the company will try to accommodate the request but cannot guarantee availability. If access is unavailable, the customer is not ready for the service, or the site cannot be worked on safely, the company may leave and apply a missed appointment charge. Any repeated failure to provide access may lead to cancellation of the remaining work without liability to the company beyond refunding any amount required by law.

4. Service Conditions and Customer Responsibilities

The customer must provide accurate information about the condition of the items or areas to be cleaned, including any pre-existing damage, delicate materials, staining history, pet contamination, mould, damp, or previous cleaning treatments. Kensington Carpet Cleaners relies on the information provided when selecting products and methods. The customer is responsible for moving small personal items, fragile objects, valuables, and breakables unless the company has expressly agreed to assist with moving them.

The customer should ensure adequate access to the property, electricity, and water where needed, and should disclose any security procedures, parking restrictions, or building rules that may affect the service. If the customer requests the cleaning of items that are not suitable for wet cleaning or that are inherently fragile, the company may refuse to proceed or may proceed only at the customer’s risk after reasonable warning. Any verbal authorisation given on site is treated as binding instructions.

5. Liability and Limitations

The company will carry out services with reasonable care and skill, using suitable equipment and products for the task. However, cleaning results cannot be guaranteed in every case because outcomes depend on fibre type, age, previous treatment, wear, contamination, and environmental conditions. Stubborn stains, permanent discolouration, odours, burns, rust, ink, bleach marks, and long-set damage may not be fully removable even with specialist methods. The company is not liable for failure to remove such issues where reasonable care has been taken.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, the company’s total liability for any claim arising from a service, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. The company will not be liable for indirect, incidental, or consequential loss, including loss of profit, loss of business, or loss of enjoyment.

6. Waste Regulations and Disposal

Any waste generated during the performance of services, including soiled cloths, packaging, single-use materials, extracted residue, and minor non-hazardous waste, will be handled in a reasonable and lawful manner. Kensington carpet cleaners will comply with applicable UK waste regulations and will not knowingly dispose of controlled or hazardous waste improperly. The company may remove ordinary waste created by the cleaning process only where this has been agreed or is part of the normal service operation.

The customer remains responsible for informing the company of any hazardous, biohazard, sharps, asbestos-related, chemical, or otherwise regulated materials present in the property. If such materials are discovered unexpectedly, the company may stop work immediately and leave the area if continuing would be unsafe or unlawful. Additional charges may apply where specialist handling, isolation, or disposal is required, but only if permitted by law and agreed by the customer where practicable.

7. Damage, Complaints, and Claims

If the customer believes damage has occurred during the service, they must notify the company as soon as reasonably possible and provide photographs or other evidence where available. The company may ask for the affected item to be retained in its condition at the time of the incident so that an assessment can be made. The customer must allow a reasonable opportunity for inspection, repair, cleaning correction, or other appropriate remedy before arranging third-party work.

Where a complaint is made, the company will review the circumstances in good faith and may offer a re-clean, adjustment, partial refund, or other reasonable remedy at its discretion, depending on the facts and the extent of any proven fault. The company is not responsible for defects caused by pre-existing conditions, hidden damage, improper maintenance, misuse after cleaning, or failure to follow aftercare advice. Any claim must be supported by evidence and made within a reasonable period.

8. Force Majeure

The company shall not be in breach of contract, and shall have no liability for delay or failure to perform, where the delay or failure results from events beyond its reasonable control. These may include severe weather, fire, flood, accident, illness, transport disruption, power failure, industrial action, government restrictions, or equipment breakdown. In such cases the company may reschedule the service, offer an alternative date, or cancel the booking if performance becomes impracticable.

9. Data, Records, and Confidentiality

Any personal information provided for booking and service administration will be used only for legitimate business purposes such as scheduling, invoicing, compliance, and communication about the appointment. The company will take reasonable steps to keep customer information secure and will not disclose it except where required for service delivery, legal compliance, or legitimate business administration. Customers should not provide unnecessary sensitive information unless directly relevant to the work.

Where the company enters residential or commercial premises, it may become aware of private, business, or confidential information incidental to the work. The company will use reasonable care not to disclose such information to third parties except where necessary for performance, safety, law enforcement, or legal obligations. This clause does not create a separate confidentiality agreement but reflects the ordinary standards expected in professional service delivery.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them 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 to settle any dispute arising from the service or these terms, subject to any mandatory consumer rights or alternative dispute resolution processes required by law.

By booking with Kensington Carpet Cleaners, the customer confirms that they have read, understood, and agreed to these terms. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. These terms may be updated from time to time, and the version in force at the time of booking will normally apply to that appointment unless a newer version has been expressly agreed.