Terms And Conditions
Kensington Carpet Cleaning Terms and Conditions
These Terms and Conditions set out the basis on which Kensington Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By booking a service, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Kensington Carpet Cleaning.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given:
Customer means the individual, business or organisation requesting and/or receiving the services.
Company, we, us or our means Kensington Carpet Cleaning.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, odour treatment, spot cleaning, end-of-tenancy cleaning or any other related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a request for Services that has been accepted and confirmed by the Company.
2. Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services within its designated service area. The exact scope of the Services to be provided will be agreed at the time of Booking, based on the Customer's requirements and the information supplied by the Customer.
Any description of Services given on our website, promotional materials or verbal quotations is for guidance only and does not form a warranty as to the outcome or results, which may vary depending on the condition, age and material of carpets, rugs and upholstery.
3. Booking Process
3.1 A Booking can be requested via our website contact form or through any other communication methods we make available from time to time. The Customer must provide accurate information regarding the Premises, items to be cleaned, access requirements and any known issues such as previous damage, heavy staining or infestation.
3.2 A Booking is only confirmed once the Company has accepted the request and provided a Booking confirmation. The Company reserves the right to decline a Booking at its discretion, including where the Premises are outside our service area or where it is unsafe or unreasonable to provide the Services.
3.3 The Customer is responsible for ensuring that all information provided at the time of Booking is complete and correct. If information is incomplete or inaccurate, we may revise the quotation, adjust the timing of the appointment or cancel the Booking.
3.4 Any time or date for the Services is an estimate only. The Company will make reasonable efforts to attend within the agreed time window but will not be liable for delay caused by factors beyond its control, including traffic, weather, access restrictions or other unforeseen circumstances.
4. Access and Customer Responsibilities
4.1 The Customer must ensure that the Company has safe, unobstructed access to the Premises at the agreed time. This includes arranging parking or visitor access permits where required.
4.2 The Customer must remove small items, breakables and valuables from the areas to be cleaned and ensure that furniture which is not to be moved is clearly identified. The Company will not be responsible for moving heavy, delicate or fixed items such as pianos, large cabinets or electrical appliances unless expressly agreed in writing.
4.3 The Customer is responsible for ensuring that electricity and running water are available at the Premises for the duration of the Services. If these are not available, the Company may cancel or suspend the Services and charge a cancellation or call-out fee.
4.4 The Customer must inform the Company of any known risks, including loose floor coverings, structural defects, alarm systems, pets at the Premises or any health and safety issues that could affect the provision of the Services.
5. Pricing and Quotations
5.1 Quotations are provided based on the information supplied by the Customer, including the size and number of rooms, type of material, level of soiling and access conditions. All quotations are estimates and may be revised if the actual condition or scope of work differs from the information provided.
5.2 Prices are generally provided per room, per item or per square metre and may be subject to a minimum charge. Any additional services requested on the day of cleaning may incur extra charges, which will be agreed with the Customer before work continues.
5.3 The Company reserves the right to adjust its prices from time to time. Any change in pricing will not affect confirmed Bookings that have already been accepted, except where the scope of Services is varied by the Customer or where incorrect information was provided at the time of quotation.
6. Payments
6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept various forms of payment, including card or bank transfer, subject to availability.
6.2 For some Services, especially larger commercial or multi-property jobs, the Company may require a deposit or part payment in advance. The amount and timing of any deposit will be notified at the time of Booking.
6.3 Where payment terms are agreed for business customers, invoices must be paid in full by the specified due date. The Company reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in collecting late payments.
6.4 The Customer must not withhold payment due to minor issues that can be reasonably remedied. Any dispute regarding an invoice must be raised in writing within seven days of receipt.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a Booking by giving reasonable notice. We ask for at least 24 hours' notice for residential bookings, and longer for larger commercial or multi-property bookings as specified at the time of Booking.
7.2 If the Customer cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee or retain part or all of any deposit paid, to cover the time slot reserved and associated costs.
7.3 If the Company is unable to attend a Booking due to unforeseen circumstances such as staff illness, equipment failure or vehicle breakdown, we will notify the Customer as soon as reasonably possible and arrange a new appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
7.4 If the Company attends the Premises and is unable to carry out the Services due to lack of access, lack of utilities, unsafe conditions or other reasons within the Customer's control, this will be treated as a late cancellation and a fee may be charged.
8. Service Standards and Limitations
8.1 The Company will perform the Services with reasonable care and skill, using appropriate cleaning methods and products for the type of carpet, rug or upholstery, based on the information provided by the Customer and visible labels or markings.
8.2 The Customer acknowledges that:
a. Some stains may be permanent and cannot be fully removed despite professional cleaning.
b. Odours can be reduced but may not be completely eliminated, particularly where caused by long-term contamination.
c. Differences in wear, fading or pile distortion may become more noticeable after cleaning.
d. Shrinkage, colour loss or damage can occur where fabrics or materials are not colourfast, have previous damage, or where manufacturer instructions are not available.
8.3 The Company is not responsible for pre-existing damage, wear, discolouration, loose seams or weakened fibres. The Customer should inform the Company of any known issues before cleaning begins.
9. Liability
9.1 Nothing in these Terms and Conditions limits or excludes the Company's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded under applicable law.
9.2 Subject to clause 9.1, the Company shall not be liable for:
a. Loss of profits, business, revenue, goodwill or anticipated savings.
b. Indirect or consequential loss or damage.
c. Any loss arising from the Customer's failure to provide accurate information or to follow aftercare instructions.
9.3 The Company's total aggregate liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable for the specific Services giving rise to the claim.
9.4 The Customer must inspect the work upon completion and notify the Company of any concerns within 24 hours. The Company will, at its discretion, arrange a revisit to assess and, where appropriate, re-clean affected areas. This shall be the Customer's sole and exclusive remedy for any dissatisfaction with the Services, except where otherwise required by law.
10. Waste, Environmental and Health Regulations
10.1 The Company will carry out the Services in compliance with applicable UK environmental, health and safety and waste management regulations relevant to cleaning activities.
10.2 Any waste generated by the Company during the provision of the Services, such as used solutions, cloths or disposable materials, will be managed in accordance with legal requirements. Where required, such waste will be removed from the Premises by the Company or handled on site in line with relevant regulations.
10.3 The Customer is responsible for notifying the Company of any hazardous materials at the Premises, including but not limited to asbestos, chemical residues or clinical waste. The Company reserves the right to refuse to handle hazardous materials and may terminate the Services where there is a risk to health or the environment.
10.4 The Company will use cleaning products that are appropriate for the task and will, where possible, follow environmentally responsible practices, including using dilution control and minimising water and energy waste.
11. Insurance
11.1 The Company maintains insurance cover appropriate to the nature of its Services. Details of insurance can be provided upon reasonable request.
11.2 The existence of insurance does not extend or increase the Company's liability beyond that set out in these Terms and Conditions.
12. Complaints and Dispute Resolution
12.1 If the Customer is not satisfied with any aspect of the Services, they should contact the Company as soon as possible, and in any event within 24 hours of completion, providing details and, where applicable, photographs.
12.2 The Company will investigate the complaint and may request access to the Premises to inspect the work. If the complaint is upheld, the Company may offer a re-clean, partial refund or other reasonable remedy, at its discretion and in accordance with applicable consumer law.
12.3 The Company aims to resolve complaints promptly and fairly. Nothing in this clause affects the Customer's statutory rights.
13. Data Protection and Privacy
13.1 The Company may collect and process personal data relating to the Customer, such as name, address and contact details, for the purposes of administering Bookings, providing Services and managing accounts.
13.2 The Company will handle personal data in accordance with applicable data protection legislation in the United Kingdom. Customer information will not be sold to third parties and will only be shared where necessary to deliver the Services or comply with legal obligations.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new Bookings and will be made available on request or published on our website.
14.2 For existing confirmed Bookings, the version in force at the time of Booking will apply, unless changes are required by law or mutually agreed.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to provide the Services.
16.4 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, communications or representations.
