Kensington Carpetcleaning Terms and Conditions

These Terms and Conditions set out the basis on which Kensington Carpetcleaning provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by the terms below. They are written to be clear, fair and practical, and they apply to all carpet cleaning, rug cleaning, upholstery cleaning and related fabric care services supplied by Kensington Carpetcleaning. Please read them carefully before confirming any appointment.

For the purposes of these terms, references to we, us and our mean Kensington Carpetcleaning, and references to you and your mean the customer, client, tenant, landlord, managing agent or authorised representative who places the booking. If you are arranging a carpet cleaning service on behalf of someone else, you confirm that you have the authority to accept these Terms and Conditions on their behalf. These terms apply alongside any written quote, estimate or booking confirmation issued by us.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy at any time does not mean that we waive that right or remedy for the future. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

A booking for carpet cleaning services is formed only when we have accepted your request and issued a confirmation by written message, email or other recordable format. A request for a quote or estimate does not itself constitute a booking. We may ask for information about the size of the area to be cleaned, the type of flooring or fabric, access arrangements, parking restrictions, pre-existing stains, water supply, and any other information needed to assess the work properly.

When you make a booking, you must ensure that all information provided is accurate and complete. This includes details about the condition of carpets, rugs or upholstery, whether the property is occupied, and whether there are pets, young children, fragile items or special hazards on the premises. If the information you provide is incomplete or incorrect, the service may need to be adjusted, delayed or cancelled, and additional charges may apply where extra work or time is required. We reserve the right to decline a job if the location, condition of items or safety conditions make the service unsuitable.

The booked service will normally be limited to the items and areas listed in the confirmation. Any additional treatment, stain work, moving of furniture, protection of flooring, or specialist cleaning requested on the day will be carried out only where feasible and may be charged separately. We will use reasonable skill and care in carrying out a professional carpet cleaning appointment, but results can vary depending on fabric type, wear, previous treatment, age, staining and other factors beyond our control.

2. Scheduling, Access and Customer Responsibilities

We will agree a date or time window for the service wherever possible, but all timings are estimates unless expressly stated otherwise. Delays can occur due to traffic, weather, equipment issues or previous appointments overrunning. We will use reasonable efforts to keep you informed if a delay becomes likely. If access is not available at the agreed time, or if the premises are not ready for the service, we may treat this as a late cancellation or wasted visit, and a charge may be applied.

You are responsible for ensuring that the work area is accessible and reasonably prepared before arrival. This includes removing small items, valuables, breakables and obstructions, and making sure that there is safe access to the property and suitable parking where needed. You must also ensure that electricity and water supplies are available if required for the job. Where furniture needs to be moved, you should tell us in advance what assistance is expected. We may refuse to move heavy, unstable or valuable items, and we are not obliged to handle objects that could present a safety risk.

If children, pets or other persons are present during the service, you are responsible for supervising them. Freshly cleaned carpets, rugs and upholstery may remain damp for a period after treatment. You should allow adequate drying time and keep foot traffic to a minimum until surfaces are safe to use. We may leave warning advice where necessary, but ultimate responsibility for use of the area after completion rests with you.

3. Payments and Charges

Prices will be based on the scope of work agreed at the time of booking, together with any clearly stated extras. Unless a fixed price has been confirmed in writing, quotations are estimates and may change if the actual job differs from the information supplied by you. Additional charges may apply for heavily soiled items, difficult access, stain treatments, urgent call-outs, parking fees, congestion charges where applicable, or extra labour requested on site. We will explain any material variation before proceeding where reasonably possible.

Payment is due in accordance with the method and timing set out in the booking confirmation or invoice. We may require payment on completion, advance payment, or a deposit to secure the appointment. Accepted payment methods may vary from time to time. If payment is not made when due, we reserve the right to charge lawful interest and recover reasonable costs of collection, including administrative expenses, to the extent permitted by law. Ownership of any goods supplied by us remains with us until payment is received in full.

For business customers, all sums are payable in full without set-off, deduction or counterclaim unless required by law. If VAT is applicable, it will be included or added as stated in the invoice or quotation. In the event of a pricing error caused by a typographical mistake or system fault, we may correct the price and notify you before completing the service. If the corrected price is unacceptable to you, you may cancel before work begins, subject to any applicable cancellation charge.

4. Cancellations, Rescheduling and No-Shows

You may cancel or reschedule a Kensington carpet cleaning appointment by giving us reasonable notice. If you cancel shortly before the scheduled time, we may incur costs for staff time, travel and reserved equipment. Accordingly, cancellations made within the notice period stated in your booking confirmation, or where no notice period is stated, within a reasonable period before arrival, may be subject to a charge reflecting our actual loss and administration costs. Any deposit paid may be retained in part or in full to the extent permitted by law.

If we need to cancel or reschedule due to circumstances beyond our reasonable control, including severe weather, illness, equipment failure, access problems or safety concerns, we will contact you as soon as reasonably practicable to arrange an alternative appointment. We will not be liable for any indirect loss arising from the change, but where a deposit has been paid for a service that cannot be provided, we will discuss a refund or rearrangement as appropriate.

If you fail to provide access at the agreed time, or if no suitable person is available to authorise the work, we may treat the appointment as a wasted visit and charge for our reasonable costs. Repeated missed appointments or late changes may result in refusal of future bookings. We encourage customers to review all details carefully before confirming any upholstery cleaning or carpet care appointment.

5. Service Standards, Results and Limitations

We will perform the service with reasonable care and skill, using appropriate methods and equipment for the materials involved. However, cleaning is not a restoration service, and we do not guarantee that all stains, odours, shading, wear marks, pile distortion, colour loss, shrinkage or previous damage will be removed. Some residues may become visible only after drying or may reappear because of underlying contamination, prior treatment or fibre characteristics. This is a normal limitation of many fabric-cleaning processes.

You acknowledge that certain materials require specialist handling. These may include delicate natural fibres, antique rugs, loosely woven fabrics, water-sensitive textiles, items with unstable dyes, or materials with manufacturer restrictions. Where we believe a method is unsuitable or could cause harm, we may decline to clean the item or may proceed only after obtaining your informed instruction. Any advice we give is based on the information available at the time and is not a warranty of outcome.

To the extent permitted by law, we exclude liability for pre-existing defects, normal wear and tear, manufacturer faults, hidden contamination, shrinkage inherent in the material, and damage caused by previous cleaning attempts. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

6. Liability, Damage and Claims

If you believe that damage has occurred during the service, you must notify us within a reasonable time and, where possible, before the area is moved, dried, used or altered in any way. You should retain the item and allow us a fair opportunity to inspect it. We may ask for photographs, purchase information, cleaning labels or other evidence relevant to the claim. If third-party contractors, residents or visitors have interfered with the item after our attendance, our ability to assess liability may be affected.

If we are legally responsible for proven direct loss or damage caused by our breach of contract or negligence, our liability will be limited to the lower of the cost of reasonable repair or replacement of the affected item, or the amount paid for the specific service giving rise to the claim, except where a higher amount is required by law. We will not be liable for loss of profit, loss of opportunity, business interruption, sentimental value, or any indirect or consequential loss. You remain responsible for removing cash, jewellery, documents and other valuables before work begins.

Nothing in these terms affects your statutory rights as a consumer. Where you are acting as a consumer, the Consumer Rights Act 2015 may give you remedies if services are not performed with reasonable care and skill, not as described, or not provided within a reasonable time. These terms are intended to sit alongside those rights and not reduce them.

7. Waste Regulations and Environmental Compliance

During carpet cleaning, upholstery cleaning and related services, waste water, extracted soils, filters, disposable materials, packaging and other residues may be produced. We will handle waste arising from our service in accordance with applicable UK waste legislation and environmental requirements. We will take reasonable steps to dispose of our own waste responsibly and, where appropriate, to minimise environmental impact through efficient use of water, cleaning agents and packaging.

You are responsible for any waste that is already on site and is not generated by our service, including general household rubbish, hazardous materials, sharp objects, asbestos-containing materials, biohazards, bodily fluids, illegal substances or contaminated items that require specialist disposal. We are not licensed to handle all categories of regulated waste, and we may refuse any task that could require such handling. If we encounter hazardous or suspicious material, we may stop work immediately and ask you to arrange appropriate professional support.

You must tell us in advance if the premises contain materials requiring special controls or if there is any risk of exposure to contaminants. If your property or business premises are subject to specific waste-handling procedures, you must explain those requirements before the appointment. We will not be responsible for breaches caused by inaccurate information, concealed hazards or your failure to provide relevant instructions.

8. Complaints, Force Majeure and Assignment

If you are dissatisfied with any part of the service, please notify us promptly so that we can review the matter and, where appropriate, offer a revisit, explanation or other reasonable resolution. We may ask for photographs and an opportunity to inspect the affected area. Any complaint must be made in good faith and within a reasonable time after the service. We will assess complaints fairly, but we are not obliged to offer a remedy where the issue arises from factors outside our control or from information that was not disclosed before the appointment.

We will not be liable for failure or delay in performing our obligations where caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, epidemic, public transport disruption, supply chain failure, strikes, civil disturbance, acts of government, or other unforeseen events. If such an event occurs, we may suspend, reschedule or cancel the service without liability for indirect losses. Any prepaid sums will be handled fairly based on the work completed and the circumstances of cancellation.

We may assign or subcontract our rights and obligations under these terms where reasonably necessary to provide the service, provided that this does not reduce the standard of service you are entitled to receive. You may not transfer your rights or obligations without our written consent, except where required by law.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. Where the service is supplied in Scotland or Northern Ireland, mandatory local consumer protections may also apply to the extent required by law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another forum is required by applicable law.

If any dispute arises, both parties should first make reasonable efforts to resolve it informally and promptly. The goal is to avoid unnecessary delay and cost. Nothing in this section prevents either party from seeking urgent injunctive relief or other interim remedy where necessary to protect legal rights.

By booking a service with Kensington Carpetcleaning, you confirm that you have read, understood and accepted these Terms and Conditions. We recommend that you retain a copy for your records. These terms may be updated from time to time, and the version applicable to your booking will be the version in force at the time your appointment is confirmed.