Terms and Conditions for Kensington Carpet Cleaners
These Terms and Conditions set out the basis on which Kensington Carpet Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to carry out work, you agree to be bound by these terms. They are intended to be fair, clear, and practical, while protecting both the customer and the service provider.
Throughout this document, references to “we”, “us”, and “our” mean Kensington Carpet Cleaners. References to “you” and “your” mean the customer, occupier, tenant, landlord, business representative, or other person requesting the service. These terms apply to carpet cleaning, upholstery cleaning, rug cleaning, end-of-tenancy cleaning, stain treatment, and any related specialist cleaning services supplied by us.
Please read these terms carefully before proceeding with a booking. If you do not agree with them, you should not place an order for services. We may update these terms from time to time, and the version in force at the time of booking will apply unless we expressly agree otherwise in writing.
1. Booking Process
All bookings are subject to availability and acceptance by us. A booking may be requested by phone, email, online enquiry, or any other method we make available from time to time. A request does not create a binding contract until we confirm the appointment and, where required, receive any deposit or advance payment agreed at the time of booking.
When you make a booking, you are responsible for providing accurate and complete information, including the type of cleaning required, the number and size of items, the condition of the property, access arrangements, parking restrictions, and any relevant health, safety, or material concerns. Failure to provide accurate information may affect the price, timing, equipment required, or suitability of the service.
We may offer estimated arrival windows rather than fixed arrival times. Such windows are provided in good faith but are not guaranteed to the minute. If delays arise due to traffic, weather, access issues, or unforeseen operational matters, we will aim to keep you informed and arrange a revised arrival time where reasonably possible. Unless otherwise agreed, the service begins when our team arrives at the property and is able to commence work safely.
1.1 Access, Preparation and Customer Responsibilities
You must ensure that we have reasonable access to the property and to the areas requiring cleaning. This includes, where relevant, access to electricity, water, lighting, parking where needed for equipment, and safe entry to the premises. You should remove fragile, valuable, or personal items from the working area before we begin. If furniture or objects need to be moved, you must tell us in advance so we can confirm whether this forms part of the service.
You are responsible for advising us of any known risks, including delicate fibres, pre-existing damage, hidden stains, dye instability, flood history, pests, mould, electrical hazards, or surface treatments that may react to cleaning products. We may refuse or modify the service if, in our reasonable opinion, the work could cause damage, poses a safety risk, or cannot be completed effectively with standard professional methods.
If access is not available at the agreed time, or if the property is not ready for cleaning, we may treat the appointment as a late cancellation or wasted visit and charge accordingly. If we attend and are unable to perform the service because of inaccurate information, lack of access, or unsafe conditions, any call-out, travel, or waiting costs may still be payable by you.
2. Prices and Payments
Our prices are based on the information you provide and may depend on the size, condition, and nature of the items or premises to be cleaned. We may provide a quotation, estimate, or fixed price. Any quotation is valid only for the period stated by us or, if no period is stated, for a reasonable time. Estimates are not binding and may change if the scope of work is different from that described at the time of booking.
Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept card, bank transfer, cash, or other payment methods we approve. For larger or commercial jobs, we may require a deposit, partial prepayment, or payment in advance. If an invoice is issued, payment must be made by the due date shown on the invoice. Time for payment is important, and we may charge reasonable recovery costs or interest for late payment where permitted by law.
Any additional work requested on site must be approved by you before it is carried out, and may be charged separately. This includes extra stain treatment, additional rooms, severe soiling, specialist deodorising, or repeated cleaning attempts needed because of the condition of the item or area. We will make reasonable efforts to explain any change in price before continuing with the service.
3. Cancellations and Rescheduling
You may cancel or rearrange a booking by giving us notice as soon as reasonably possible. Unless we agree otherwise, cancellations or rescheduling requests made within a short period before the appointment may attract a charge to cover reserved time, planning, and any costs already incurred. If we have already ordered materials, allocated staff, or travelled to the property, we may invoice you for those reasonable expenses.
We reserve the right to cancel or postpone a booking if circumstances beyond our control make performance impractical or unsafe, including severe weather, vehicle breakdown, staff illness, equipment failure, or inability to access the premises. In such cases, we will aim to offer an alternative appointment. We shall not be responsible for losses resulting from a reasonable postponement where the reason is outside our control.
If you repeatedly fail to keep appointments, withhold information, or otherwise prevent completion of the work, we may refuse further bookings. Where a deposit has been paid for a cancelled service, the treatment of that deposit will depend on the timing of cancellation, the work already undertaken, and any non-recoverable costs incurred by us.
4. Service Standards and Limitations
We will carry out the cleaning with reasonable care and skill, using professional methods and products appropriate for the task. However, carpet and upholstery cleaning cannot guarantee complete removal of all marks, odours, or contaminants. Some stains, wear patterns, colour loss, fibre distortion, or odours may be permanent or may reappear after drying due to factors beyond our control. This is particularly relevant where previous cleaning attempts, bleaching, or hidden contamination have affected the material.
Different materials react differently to cleaning methods. Natural fibres, antique textiles, untreated fabrics, wool, silk, delicate rugs, and heavily aged carpets may require special handling and may not be suitable for standard treatment. We may decline to work on items that we consider too fragile, and we may recommend that certain stains or materials are left untreated where intervention carries an unreasonable risk of damage.
Where you ask us to proceed against our recommendation, or where you confirm that you accept the risks associated with a delicate or pre-damaged item, you do so at your own risk to the extent permitted by law. We may ask you to sign or otherwise confirm that you understand those risks before work begins.
5. Liability and Insurance
We will take reasonable care when working in your property and will take steps to minimise the risk of damage. However, to the fullest extent permitted by law, we shall not be liable for loss or damage arising from pre-existing defects, normal wear and tear, hidden faults, manufacturer defects, unsuitable materials, or information not disclosed to us before the work began.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under English law. Subject to that, our total liability for any claim arising out of or in connection with a service shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.
We recommend that you remove or secure valuables, documents, ornaments, electronics, and fragile objects before the service starts. We are not responsible for items left in areas being cleaned unless damage is caused by our proven negligence and is not excluded by these terms. If you believe damage has occurred, you must notify us promptly and provide a reasonable opportunity to inspect the issue before repair or replacement arrangements are made.
6. Waste Regulations and Disposal
We aim to carry out our services in accordance with applicable UK waste, environmental, and disposal requirements. Where cleaning produces waste water, extracted soil, damaged disposable materials, or other residues, we will handle them responsibly and in line with lawful disposal practices. The customer is responsible for informing us in advance if there are any special waste-handling requirements at the premises.
We do not knowingly remove hazardous waste, biohazards, asbestos, needles, chemical spills, or other dangerous materials unless this has been explicitly agreed in writing and we are legally permitted and properly equipped to do so. If such materials are encountered unexpectedly, we may stop work immediately and request that the area be made safe before any further service is provided. Any additional costs resulting from unsafe waste conditions may be charged to you where permitted by law.
You must not ask us to dispose of waste unlawfully or to leave materials in a manner that breaches environmental regulations. If disposal arrangements are needed for packaging, removed debris, or contaminated items, we will act reasonably and lawfully. Any materials removed from the property for disposal remain your responsibility unless we have expressly agreed in writing to take them away as part of the service.
7. Complaints, Reattendance and Remedies
If you are dissatisfied with the service, you must notify us within a reasonable time after completion and before the cleaned items have been used extensively, so that we can investigate properly. In many cases, a reattendance may be the most appropriate remedy, and we may offer one where we believe it is fair and practical to do so. A complaint does not permit you to withhold payment for work properly carried out.
Any reattendance or corrective work is subject to these terms and to reasonable access, availability, and suitability of the items or area in question. We are not obliged to re-clean where the issue arises from post-cleaning use, re-soiling, environmental conditions, or matters outside our control. We will consider each case on its facts and act reasonably.
If a dispute cannot be resolved informally, both parties should act in good faith to seek an appropriate solution before starting formal proceedings. Nothing in this clause affects any statutory rights you may have as a consumer under applicable law.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise.
If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by either party in exercising any right under these terms shall operate as a waiver of that right. These terms represent the full agreement between you and Kensington Carpet Cleaners in relation to the services booked, unless varied in writing by an authorised representative.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms and conditions. They are intended to support a professional, transparent, and reliable carpet cleaning service, while recognising the practical realities of cleaning work and the need for clear responsibilities on both sides.
