Kensington Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Kensington Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial clients. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means any individual, business, landlord, tenant, managing agent or other organisation that requests or uses the services of Kensington Carpet Cleaners.
Company, we, us, our means Kensington Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, spot treatment, end of tenancy carpet cleaning, and any additional or related services agreed between the Company and the Client.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services, whether made online, by message, or in writing.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, which may include but is not limited to hot water extraction, low-moisture carpet cleaning, spot and stain treatments, deodorising, and the cleaning of rugs and upholstery.
The specific methods and cleaning products used will be determined by the Company based on the type of fibres, the condition of the items, and the nature of the soiling. The Company reserves the right to adjust the method on the day of service if it considers this necessary to protect the items or improve the result.
All Services are provided subject to reasonable access to the Premises, availability of electricity and water, and safe working conditions. The Client is responsible for ensuring that the Premises are safe, accessible, and suitable for the Services to be carried out.
3. Service Area
The Company provides Services primarily within Kensington and surrounding London areas. Acceptance of bookings is subject to availability and reasonable travelling distance. The Company reserves the right to decline or cancel a booking where the Premises fall outside the areas in which it routinely operates or if travel times make the booking impractical.
4. Booking Process
Bookings may be requested online or in writing, subject to the procedures and availability set by the Company from time to time.
At the time of booking, the Client will be asked to provide details including the address of the Premises, type and approximate size of areas or items to be cleaned, any known issues such as severe staining, pet soiling or damage, any access restrictions, and preferred dates and times for the Service.
The Company will provide an estimated price and a provisional time slot based on the information supplied. A booking is not confirmed until the Company has accepted it and provided confirmation of the date, time window and estimated cost. The Client is responsible for checking the details in the confirmation and informing the Company promptly if any information is incorrect.
The Company may request photographs or further information before confirming a booking, particularly for specialist treatments, large commercial areas, or heavily soiled items.
5. Estimates and Pricing
Prices are generally quoted based on the information provided by the Client at the time of booking, such as number and size of rooms, type of items, and condition. All quotations are estimates only and are subject to revision if the information is incomplete or inaccurate, or if the actual work required is substantially different from what was described.
Where the actual area to be cleaned, level of soiling, or complexity is greater than anticipated, the Company will, where reasonably possible, advise the Client before proceeding if an additional charge is required. If the Client does not agree to the revised cost, the Company may cancel the Service or limit the scope of work accordingly.
Unless expressly stated otherwise, prices are quoted inclusive of labour, use of equipment, standard cleaning solutions, and normal travel within the regular service area. Additional charges may apply for parking, congestion zones, tolls, or special access arrangements where applicable.
6. Access and Preparation
The Client must ensure that the Premises are accessible at the agreed time and that someone is available to grant access if required. If entry cannot be gained, or if the Premises are not ready for the Service, a call-out or cancellation fee may apply as set out in the cancellation and no-show terms.
The Client is responsible for moving small and fragile items, personal belongings, breakables and any valuables from the areas to be cleaned prior to the arrival of the technician. Heavy furniture and large items will only be moved at the discretion of the technician and where it can be done safely and without risk of damage.
The Client must notify the Company of any pre-existing damage, wear, stains, odours or other issues with carpets, rugs, upholstery or flooring prior to the commencement of the Service. The Company accepts no liability for any damage or issues not disclosed or which are due to the inherent condition of the items.
7. Payments and Settlement Terms
Payment is due in full on completion of the Service unless alternative arrangements have been agreed in advance in writing. The Company accepts payment by methods advised at the time of booking.
For commercial Clients, property managers or repeat contracts, the Company may agree an invoicing arrangement. In such cases, invoices are payable within the agreed payment terms. If no specific term is agreed, payment is due within 14 days of the invoice date.
Where a deposit is requested to secure a booking, the booking will not be confirmed until the deposit has been received. Deposits may be applied towards the final invoice for the Service.
If payment is not made on the due date, the Company reserves the right to charge interest and administrative costs for late payment and may suspend or cancel any further Services until the account is brought up to date.
8. Cancellations, Rescheduling and No-Show
The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise stated at the time of booking, the minimum notice period is 24 hours before the scheduled start time. Cancellations or changes made with less than the required notice may incur a cancellation fee or loss of deposit.
If the Client fails to provide access to the Premises at the agreed time or if the Service cannot be carried out due to conditions within the control of the Client, this may be treated as a late cancellation, and a call-out or cancellation charge may be applied.
The Company will use reasonable efforts to attend bookings at the agreed time, but arrival times are estimates and may be affected by traffic, weather and other operational factors. If the Company needs to cancel or reschedule a booking due to unforeseen circumstances, it will aim to give as much notice as possible and offer an alternative appointment. The Company shall not be liable for any indirect losses arising from such cancellation or rescheduling.
9. Service Standards and Limitations
The Company will exercise reasonable care and skill in providing the Services and will use cleaning methods considered appropriate for the materials and conditions. However, complete stain or odour removal cannot be guaranteed, particularly for old, set-in, permanent or chemical stains, as well as stains caused by substances likely to permanently mark fibres.
Some stains or marks may be lightened but not fully removed. In certain cases, attempting to remove stains may reveal pre-existing wear, fading or damage that was previously obscured. The Company is not responsible for any pre-existing issues that become more apparent after cleaning.
Due to the nature of different fibres and backing materials, some carpets and upholstery items may experience minor shrinkage, colour variation or texture change after cleaning. The Company will take reasonable steps to minimise these risks but cannot be held liable where such effects are due to the inherent characteristics of the material or previous cleaning or maintenance.
10. Client Obligations During and After Service
The Client or an authorised representative must be present at the start or end of the Service to confirm access, agree the work area, and review the outcome where required. The Client should inspect the work on completion and promptly raise any concerns.
The Client is responsible for ensuring that children, pets and third parties are kept away from work areas, equipment and cleaning products during the Service. The Company accepts no liability for injury or damage arising where this obligation is not met.
After cleaning, carpets and upholstery may remain damp for a period depending on ventilation and weather. The Client is responsible for ensuring adequate ventilation and for taking care when walking on damp surfaces to avoid slips, colour transfer or damage to adjacent flooring. Protective materials may be recommended where appropriate.
11. Waste, Environmental and Regulatory Compliance
The Company will comply with applicable waste and environmental regulations for the handling, storage and disposal of cleaning solutions and associated waste. Used solutions and residues will be disposed of in a safe and lawful manner and will not be discharged in a way that breaches local regulations.
Where the Service involves removal of dry waste from carpets or upholstery, such waste will normally be left on site for disposal via the Client's regular household or commercial waste system, unless otherwise agreed. The Company is not responsible for the ongoing collection or disposal of waste beyond what is reasonably associated with the performance of the Service.
The Company uses cleaning products and methods selected with regard to safety and effectiveness. Safety data sheets are available on request for products used during the Service. The Client must inform the Company in advance of any allergies, sensitivities or regulatory requirements relevant to the choice of cleaning products at the Premises.
12. Liability and Insurance
The Company will maintain appropriate public liability insurance in respect of accidental damage or injury arising directly from the performance of the Services, subject to the terms, conditions and exclusions of the relevant policy.
The Company shall not be liable for loss or damage arising from inaccurate information provided by the Client, failure to disclose relevant issues, inherent defects, wear and tear, pre-existing damage, faulty installation, or deterioration of materials due to age or previous treatment.
To the fullest extent permitted by law, the Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of use, loss of reputation or loss of opportunity, arising out of or in connection with the Services or these Terms and Conditions.
Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
13. Complaints and Claims
If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible and, in any event, within 48 hours of completion of the work. The Company will investigate the matter and may arrange a revisit to inspect or attempt to rectify the issue where reasonable.
Any claim for damage must be supported by clear evidence and must be reported promptly. The Company reserves the right to arrange its own inspection or to appoint an independent specialist to assess the alleged damage before deciding on any remedy.
Where the Company is found to be at fault, it may, at its discretion, offer to re-clean the affected area, provide a partial refund or compensation, or contribute towards repair or replacement up to a reasonable amount, subject always to the limitations of liability set out in these Terms and Conditions.
14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control, including but not limited to extreme weather, transport disruptions, public emergencies, industrial action, utility failures, accidents, or restrictions imposed by authorities.
15. Privacy and Data Protection
The Company will collect and process personal information such as names, addresses and service details where necessary to manage bookings, deliver the Services and administer its business. Personal information will be handled in accordance with applicable data protection legislation and the Company's privacy practices.
The Client is responsible for ensuring that any personal data of third parties provided to the Company in connection with the Services has been lawfully obtained and may be shared for the purposes of carrying out the Services.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking. Continued use of the Services after changes have been published will be taken as acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, 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.
18. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation of booking and any specific written agreement between the Company and the Client, constitute the entire agreement between the parties relating to the Services and supersede all previous discussions, correspondence and understandings.