Terms And Conditions
Kingston upon Thames Carpet Cleaning Terms and Conditions
These Terms and Conditions set out the basis on which Kingston upon Thames Carpet Cleaning provides carpet, upholstery, rug 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.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or organisation booking the services.
Company means Kingston upon Thames Carpet Cleaning, the provider of the services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, stain removal, end of tenancy cleaning of soft furnishings, and any other cleaning or related work agreed between the Company and the Customer.
Premises means the property or location where the services are to be carried out.
2. Scope of Services
The Company will provide the services as described at the time of booking, based on the information given by the Customer. The scope may include, but is not limited to, hot water extraction, low-moisture cleaning, stain treatment, deodorising and sanitising of carpets and soft furnishings.
The Company will use reasonable care and skill in the performance of the services and will seek to achieve the best results reasonably possible, having regard to the age, condition, fibre type and previous maintenance of the items being cleaned.
The Company does not guarantee removal of all stains or odours. Some stains and odours may be permanent and cannot be removed without risk of damage. The operative will advise the Customer where a particular stain is unlikely to be fully removed.
3. Booking Process
Bookings can be made by the Customer through the Company’s accepted booking channels. At the time of booking, the Customer must provide accurate details of the Premises, access arrangements, parking considerations, the areas and items to be cleaned, and any known issues such as heavy soiling, pet contamination, water damage or delicate fibres.
Quotes are normally provided based on the information supplied by the Customer. The Company reserves the right to amend the quote on arrival if the actual condition, size or number of items differs from the description provided. Any change in price will be discussed with the Customer before work commences.
A booking is deemed confirmed once the Customer accepts the quoted price and date and, where applicable, pays any deposit requested by the Company. The Customer is responsible for ensuring that an adult is present at the Premises for the duration of the appointment, unless otherwise agreed in advance.
4. Customer Obligations
The Customer agrees to:
Ensure safe and reasonable access to the Premises at the agreed appointment time, including suitable parking arrangements for the Company’s vehicle where required.
Clear the areas to be cleaned as far as reasonably possible, including removing small items, valuables, breakables, and personal belongings. Large or heavy furniture will only be moved if agreed and if it can be done safely.
Advise the Company in advance of any pre-existing damage, loose fittings, unstable furniture, or particular concerns relating to the carpets, rugs or upholstery.
Ensure that electricity and water are available at the Premises as needed for the services.
Supervise any children or pets at the Premises and keep them away from equipment, chemicals and wet surfaces.
5. Payments and Charges
All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as specified at the time of booking. The Customer will be informed of the applicable rate and any additional charges, such as congestion or parking fees, prior to confirming the booking where reasonably possible.
Payment is due in full on completion of the services unless the Company agrees to alternative payment terms in writing prior to the booking. The Company may accept a range of payment methods, which will be confirmed at the time of booking.
The Company reserves the right to request a deposit or full prepayment to secure the appointment, particularly for larger jobs, commercial work or end of tenancy services. Deposits are normally non-refundable unless otherwise stated or unless the cancellation terms below apply.
If payment is not received when due, the Company may charge interest on the outstanding amount at a reasonable rate and may recover from the Customer all costs and expenses incurred in the collection of overdue sums.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule an appointment by giving the Company reasonable notice. Unless otherwise agreed, the following applies:
Cancellations or rescheduling made more than 48 hours before the scheduled appointment time will not usually incur a charge, and any deposit may be transferred to a new booking date, at the Company’s discretion.
Cancellations made within 24 to 48 hours of the appointment may incur a cancellation fee of up to 50 percent of the quoted service cost, to cover the Company’s lost time and administrative expenses.
Cancellations made less than 24 hours before the appointment, or where the operative is unable to gain access to the Premises at the agreed time, may incur a cancellation fee of up to 100 percent of the quoted service cost.
If the Company has to cancel or reschedule due to staff illness, equipment failure, severe weather or other circumstances beyond its reasonable control, it will notify the Customer as soon as practicable and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or delay, but any prepayments for the affected appointment will be refunded or transferred to a new booking date as agreed with the Customer.
7. Health, Safety and Environmental Practices
The Company will take reasonable steps to ensure that the services are carried out safely and in accordance with applicable health and safety requirements. The operative may refuse to carry out all or part of the services if, in their professional judgment, conditions at the Premises present a risk to health, safety or property.
The cleaning products and processes used are selected to be effective and appropriate for the materials being cleaned. Safety data sheets are available on request where applicable. The Customer must follow any instructions given by the operative, including keeping children and pets away from wet floors and treated areas until they are dry.
8. Waste Management and Regulations
The Company will manage any waste generated by the services in line with relevant waste and environmental regulations. This may include the disposal of soiled water, used cleaning materials, and removed dry debris.
Unless specifically agreed as part of the service, the Company is not responsible for disposing of large quantities of general household waste, construction debris, hazardous materials or items such as sharps, clinical waste or chemical containers. The Customer must notify the Company in advance if any such materials are present.
Where waste is removed from the Premises by the Company, it will be disposed of through appropriate waste handling channels. The Customer agrees not to request or require the Company to dispose of waste in a manner that would breach environmental or local waste regulations.
9. Condition of Items and Limitations of Service
Before commencing work, the operative may perform tests on fibres and fabrics to assess colour fastness and suitability for cleaning. If the operative considers that cleaning may damage an item, they will advise the Customer and may decline to proceed with that item.
The Company is not responsible for wear, fading, pile distortion, shrinkage, loose seams, fraying, existing stains, or damage that becomes more visible after cleaning due to the removal of surface soiling. Some issues may only become apparent once a carpet or fabric has been thoroughly cleaned.
The Customer acknowledges that results will vary depending on the age and condition of the carpets and fabrics, and that no company can guarantee full restoration to a new condition or complete removal of all marks, stains or odours.
10. Damage and Liability
The Company will take reasonable care to avoid damage to the Premises and the Customer’s property while carrying out the services. If damage occurs as a direct result of negligence by the Company or its operative, the Company will, at its discretion, repair the damage, arrange for a third party to repair it, or compensate the Customer to a reasonable extent.
The Customer must notify the Company in writing of any alleged damage or issues within 48 hours of the completion of the services, providing clear details and, where possible, supporting photographs. The Company reserves the right to inspect the alleged damage before any remedial action is taken.
The Company’s total liability for any loss or damage arising from the services shall not exceed the total price paid by the Customer for those services, except in cases where liability cannot be limited by law. The Company is not liable for:
Any indirect, consequential or economic loss, including loss of profit, loss of rent, or loss of opportunity.
Pre-existing damage, including wear, fading, deterioration, or defects in carpets, rugs, upholstery or fittings.
Damage resulting from inaccurate information supplied by the Customer, or from failure to follow advice or aftercare instructions given by the Company.
11. Complaints and Service Issues
The Company aims to provide a high standard of service. If the Customer is dissatisfied for any reason, they should raise the issue with the operative at the time of service where possible. Alternatively, the Customer should contact the Company as soon as practicable and no later than 48 hours after the service.
The Company may request photographs, a description of the issue, and an opportunity to re-visit the Premises to inspect and, where appropriate, rectify any problem. A re-clean of the affected area may be offered as a resolution where the complaint is considered justified and directly related to the services provided.
12. Access, Parking and Charges
The Customer is responsible for ensuring that the operative can access the Premises at the agreed time and that suitable parking is available nearby where required. Any parking fees, permits or penalties incurred due to the lack of suitable parking arrangements may be added to the Customer’s invoice where this results directly from the Customer’s failure to make reasonable provision.
If the operative is significantly delayed in starting work due to access or parking issues attributable to the Customer, the Company may at its discretion reduce the scope of work, charge waiting time, or treat the appointment as a late cancellation, subject to the cancellation terms above.
13. Data Protection and Privacy
The Company will collect and process personal information such as the Customer’s name, address, and contact details for the purposes of booking, providing the services, handling payments and managing customer relations. Personal data will be handled in line with applicable data protection legislation.
The Company will not sell or share the Customer’s personal details with third parties except where necessary to provide the services, to process payments, to comply with legal obligations, or with the Customer’s consent.
14. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to severe weather, flooding, fire, power interruptions, acts of government, public transport disruption, or industrial action by third parties.
15. Variations to These Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Any changes will normally be published on the Company’s service literature or made available upon request.
16. 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.
By making a booking or allowing the services to proceed, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
