Carpet Cleaners Kennington Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Kennington provides carpet, upholstery and related cleaning services to residential and commercial customers. By booking or using our services, 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:

Company means Carpet Cleaners Kennington, the cleaning service provider.

Customer means any individual, business or organisation that books or receives services from the Company.

Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning and any other related cleaning services offered by the Company from time to time.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed request by the Customer for the Company to provide Services at a specified time, date and place.

Technician means an employee, contractor or representative of the Company assigned to carry out the Services.

2. Scope of Services

The Company provides professional carpet and associated cleaning services within its service area, including Kennington and surrounding locations. The exact Services to be provided will be set out in the Booking confirmation, quotation, or agreed service schedule.

All Services are provided using methods and products the Company considers appropriate, taking into account the type and condition of the carpets, fabrics and surfaces. While the Company aims to achieve the best possible results, particular outcomes, such as complete stain removal, odour removal or restoration of heavily worn items, cannot be guaranteed.

The Customer is responsible for ensuring that access to the Premises is available at the agreed time and that there is an adequate supply of electricity and water for the duration of the visit, unless otherwise agreed.

3. Booking Process

3.1 Bookings may be requested by the Customer by telephone, online form or other contact methods accepted by the Company. A Booking is not confirmed until the Company has provided explicit confirmation, which may include a summary of the Services, the approximate duration, the price, and the date and time of the appointment.

3.2 The Customer is responsible for providing accurate information when making a Booking, including the size and number of rooms, type of carpets or fabrics, level of soiling, presence of stains or damage, parking availability and any access restrictions at the Premises.

3.3 Quotations are based on the information provided by the Customer and on the assumption of normal soiling levels and standard access. If, upon arrival, the Technician finds that the Premises or the items to be cleaned significantly differ from the description, the Company reserves the right to amend the quotation or limit the scope of the Services accordingly.

3.4 The Company may, at its discretion, request a deposit or pre-payment to secure a Booking. Any such requirement will be communicated at the time of booking.

4. Pricing and Payment

4.1 Prices are normally quoted per room, per area, per item or per job. All prices will be communicated to the Customer prior to confirming a Booking. Prices are given in pounds sterling and may include or exclude VAT depending on the Company’s registration status; this will be made clear at the point of quotation.

4.2 The Customer agrees to pay the full amount due for the Services as set out in the Booking confirmation or as otherwise agreed in writing. Any additional Services requested on the day of the appointment that are not included in the original Booking may be subject to extra charges.

4.3 Payment is generally due on completion of the Services unless otherwise agreed in advance. The Company may accept payment by cash, bank transfer, card payment or other methods it makes available from time to time. For business and commercial Customers with agreed accounts, payment terms and invoicing arrangements will be stated separately.

4.4 The Company reserves the right to charge interest and reasonable administrative costs for late payments in accordance with applicable UK law. Until full payment is received, the Company may suspend further Services to the Customer.

5. Cancellations and Rescheduling

5.1 The Customer may cancel or reschedule a Booking by giving the Company adequate notice. Unless otherwise agreed, a minimum of 24 hours notice before the scheduled start time is required to avoid cancellation charges.

5.2 If the Customer cancels or reschedules a Booking with less than 24 hours notice, or if the Technician is unable to gain access to the Premises at the agreed time for reasons beyond the Company’s control, the Company reserves the right to charge a cancellation fee of up to 50 per cent of the quoted price or to retain any deposit paid.

5.3 If the Customer is running late, they should inform the Company as soon as possible. If the delay significantly impacts the schedule, the Company may treat this as a short notice cancellation or offer a rescheduled appointment subject to availability and potential additional charges.

5.4 The Company may cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to severe weather, illness, vehicle breakdown, equipment failure or other operational issues. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling, beyond refunding any pre-payment made for the affected appointment.

6. Customer Obligations and Access

6.1 The Customer must provide safe and reasonable access to the Premises at the agreed time, including any necessary keys, codes, permits or parking arrangements. Any parking charges or congestion charges incurred to attend the Premises may be added to the final bill if not arranged in advance by the Customer.

6.2 The Customer agrees to remove or secure any fragile items, valuables and personal belongings from the areas to be cleaned. The Company will not be responsible for moving heavy furniture, appliances or sharp or hazardous items unless specifically agreed.

6.3 Children and pets should be kept away from the work area during and immediately after cleaning until carpets and fabrics are fully dry to avoid slips, trips, irritation or contamination of cleaned areas.

7. Service Limitations and Results

7.1 The Company will use reasonable care and skill when providing the Services. However, the cleaning process may reveal pre-existing damage, discolouration or wear that was not visible before cleaning. The Company is not responsible for such pre-existing conditions.

7.2 Certain stains, such as those caused by permanent dyes, acids, strong chemicals, pet urine or heavy traffic, may not be removable. The Company does not guarantee the complete removal of any stain or odour.

7.3 The Customer acknowledges that some fibres, backings and dyes can react unpredictably to cleaning products or processes, particularly if they were previously cleaned with unsuitable chemicals or are in poor condition. The Technician will assess items before cleaning and may decline to treat items where the risk of damage is considered excessive.

7.4 Drying times for carpets and upholstery vary depending on ventilation, temperature, humidity and fabric type. The Company may provide an estimated drying time, but this is not guaranteed.

8. Damage, Liability and Insurance

8.1 The Company will take reasonable steps to protect the Customer’s property while providing the Services. If the Customer believes the Company has caused damage, they must notify the Company in writing as soon as reasonably possible, and in any event no later than 48 hours after completion of the Services.

8.2 The Company’s liability for damage to property resulting from negligence in the performance of the Services shall be limited to the repair or replacement cost of the damaged item, taking into account its age, condition and fair wear and tear, up to the amount covered by the Company’s insurance policy.

8.3 The Company shall not be liable for:

a. Loss or damage arising from inaccurate, incomplete or misleading information provided by the Customer;

b. Loss or damage caused by pre-existing defects, wear, deterioration or inherent faults in carpets, fabrics or fittings;

c. Any indirect, special or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment;

d. Any damage or accidents occurring as a result of the Customer or third parties walking on damp carpets or fabrics, or failing to follow aftercare advice.

8.4 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be legally limited under UK law.

9. Waste Handling and Environmental Regulations

9.1 The Company aims to comply with all relevant UK waste management and environmental regulations in the course of providing its Services. This includes the responsible use, storage and disposal of cleaning solutions, packaging and any waste collected during the cleaning process.

9.2 Any waste generated as part of the cleaning process will normally be disposed of via the Customer’s own waste facilities on site, provided this is safe, lawful and appropriate. Where specialised disposal is required for certain types of waste or residues, additional charges may apply and will be communicated to the Customer where possible.

9.3 The Customer is responsible for informing the Company of any known contamination risks, hazardous substances or special waste present at the Premises that could be affected by the cleaning work. The Company reserves the right to refuse to handle or remove any material it considers unsafe or unlawful to process.

10. Complaints and Service Issues

10.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Technician at the time of the visit where possible, so that an immediate attempt can be made to resolve it.

10.2 If the issue cannot be resolved on site, the Customer should submit a detailed complaint to the Company as soon as reasonably practicable and no later than 48 hours after the Services have been completed. The complaint should describe the problem and, where relevant, identify the areas or items concerned.

10.3 The Company may arrange a re-visit to inspect and, where appropriate, to attempt to rectify any justified issues. Any such re-visit will be at the Company’s discretion and may be provided without additional charge if the complaint is upheld.

11. Health and Safety

11.1 The Company and its Technicians will follow reasonable health and safety practices while carrying out the Services. This may include the use of warning signs, protective equipment and safe handling procedures for machinery and cleaning agents.

11.2 The Customer must inform the Company of any health and safety risks or special conditions at the Premises that may affect the delivery of the Services, such as restricted access, unstable flooring, damaged electrical fittings or known allergies to cleaning products.

11.3 The Customer is responsible for ensuring that all persons present at the Premises, including employees, tenants, visitors and pets, remain clear of the work areas and equipment while the Services are being performed.

12. Force Majeure

12.1 The Company shall not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include extreme weather, natural disasters, strikes, public health restrictions, power failures, transport disruption or other unforeseen events.

13. Privacy and Data Protection

13.1 The Company may collect and process personal data such as names, addresses, contact details and service history for the purposes of managing Bookings, providing Services and handling payments and enquiries.

13.2 Any personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell or disclose personal data to third parties other than as required to provide the Services, process payments or comply with legal obligations.

14. Amendments to These Terms

14.1 The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all new Bookings and to ongoing service arrangements from the date on which the updated terms are communicated or made available.

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 their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 their subject matter.

By making a Booking with Carpet Cleaners Kennington or by allowing the Services to be carried out at your Premises, you confirm that you have read, understood and agree to these Terms and Conditions.