Kingston Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Kingston Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to commence work, the customer agrees to be bound by these terms. These provisions are intended to be clear, fair, and consistent with applicable UK consumer and contract law.

In these Terms, “we”, “us”, and “our” refer to Kingston Carpet Cleaners, and “you” or “the customer” refers to the person, business, or organisation requesting the service. The scope of work may include carpet cleaning, stain treatment, upholstery cleaning, rug cleaning, and other agreed cleaning tasks. Any special requirements must be discussed and confirmed in advance so that the service can be delivered properly.

These terms apply to every booking unless we agree otherwise in writing. If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force. Nothing in these Terms affects your statutory rights as a consumer under UK law.

1. Booking Process

A booking is only considered confirmed when we have accepted your request and provided a date, time window, and summary of the agreed service. A booking enquiry alone does not create a contract. We may request information about the property, carpet condition, access arrangements, and any existing stains, damage, or special materials before confirming the appointment.

You must ensure that all information supplied during the booking process is accurate and complete. Where the nature of the work changes after the booking has been made, we may revise the quotation, service duration, equipment requirements, or attendance arrangements. If we determine that a job is unsuitable, unsafe, or materially different from the original description, we may decline to proceed or adjust the service scope.

We reserve the right to refuse or cancel a booking where there is a risk to health and safety, where the requested work is outside our service capability, or where access to the premises is inadequate. The customer is responsible for ensuring that the property is accessible at the agreed time and that the area to be cleaned is suitably prepared unless we have agreed to carry out preparatory tasks.

2. Service Standards and Customer Responsibilities

We will carry out the cleaning service with reasonable care and skill, using equipment and products appropriate to the materials and condition of the items being cleaned. However, the customer acknowledges that some stains, wear, fading, dye transfer, pre-existing damage, or permanent marking may not be removable. We do not guarantee that every stain will disappear entirely, as outcomes depend on fibre type, previous treatment, age, and environmental factors.

The customer should remove fragile items, valuables, and breakables from the work area before our arrival. Where furniture must be moved, the customer should notify us in advance of any concerns, restrictions, or hidden hazards. We may decline to move heavy, unstable, or unsuitable items, and we are not responsible for damage caused by moving items where the customer has instructed us to proceed against our recommendation.

You must provide a safe working environment, with access to electricity, water where required, and any agreed parking or entry arrangements. If our operatives are unable to perform the service due to issues within the customer’s control, including restricted access, incomplete information, or failure to prepare the premises, we may charge a call-out fee or cancellation fee in accordance with these Terms.

3. Prices and Payments

Prices will usually be quoted based on the information available at the time of booking. All quotations are subject to confirmation after inspection of the relevant items or area if the actual condition differs from the description provided. Unless expressly stated otherwise, quoted prices are exclusive of any additional services requested on the day of attendance.

Payments must be made in full on completion of the service unless we have agreed an alternative arrangement in advance. We may accept payment by debit card, credit card, bank transfer, or other methods notified at the time of booking. Where a deposit is required, the booking may not be secured until the deposit has been received. Deposits are dealt with in accordance with the cancellation provisions below.

If payment is not received when due, we may suspend further work, retain any goods or items subject to a lawful lien where permitted, or pursue recovery of outstanding sums. You agree to pay any reasonable costs incurred in collecting overdue amounts, including lawful interest and administrative charges, to the extent permitted by UK law.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. If you cancel with sufficient notice before the agreed appointment, we will usually not charge a fee, unless we have already incurred non-recoverable costs or reserved specialist resources specifically for your job. Where a deposit has been paid, its refundability will depend on the timing of the cancellation and the nature of the booking.

If you cancel at short notice, fail to provide access, or are not present at the agreed time where attendance is required, we may charge a cancellation fee to cover lost time and preparation costs. The amount of any fee will be reasonable and proportionate to the loss suffered. We will always seek to act fairly and in line with consumer protection principles.

We may need to reschedule due to weather, traffic, equipment failure, illness, safety concerns, or other events outside our control. In such cases, we will contact you as soon as reasonably practicable to arrange a new appointment. We are not liable for losses caused by unavoidable delays or rescheduling where the circumstances are beyond our reasonable control.

5. Liability and Limitations

We are committed to providing a professional Kingston carpet cleaning service, but our liability is limited to losses directly caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

We are not responsible for pre-existing defects, hidden damage, weak fibres, unstable dye, water ingress, or deterioration caused by the age and condition of the carpet or furnishings. Cleaning can reveal pre-existing issues such as worn patches, fibre distortion, colour loss, or odour remaining in underlay or subfloor materials. The customer accepts that some risks are inherent in cleaning older or delicate materials.

Our total liability for any claim relating to a single service will be limited to the amount paid for that specific service, except where a different limit is required by law. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, except where such exclusion is prohibited by law.

6. Damage, Complaints, and Claims

If you believe damage has occurred during the service, you must notify us within a reasonable time after completion and provide full details of the issue. We may request photographs, supporting information, or an opportunity to inspect the item or area before any claim is assessed. Failure to notify us promptly may affect our ability to investigate and resolve the matter fairly.

Where a complaint is justified, our preferred approach is to investigate and, where appropriate, offer a repeat service, partial refund, or another reasonable remedy. Any remedy will depend on the circumstances, the nature of the issue, and the extent of the proven loss. A customer’s use of an item after the service may affect the extent of any available remedy.

We do not accept responsibility for deterioration resulting from ordinary wear and tear, incorrect aftercare, inappropriate use, or instructions given by the customer contrary to our professional advice. To the fullest extent permitted by law, we are also not responsible for damage caused by third parties, building defects, or concealed faults not reasonably detectable during normal inspection.

7. Waste Regulations and Disposal

Where a service generates waste materials, soiled packaging, disposable cloths, suction waste, or contaminated residue, we will manage such waste in accordance with applicable UK waste regulations and environmental standards. We may remove limited waste arising directly from the cleaning process if this is part of the agreed service, but we are not obliged to remove household rubbish, bulky waste, or items unrelated to the cleaning work unless expressly agreed.

The customer remains responsible for the lawful disposal of any items not taken away by us. If cleaning products, contaminants, or waste require special handling due to contamination or hazardous characteristics, we may refuse to remove or dispose of them unless it is safe and lawful to do so. In such cases, additional charges may apply where specialised disposal is arranged.

You must tell us in advance if the property contains substances or conditions that could create a waste-handling issue, including biological contamination, mould, asbestos risk, or chemical residues. We reserve the right to stop work if we discover materials that may breach health, safety, or environmental rules.

8. Access, Property, and Insurance

The customer is responsible for ensuring we have lawful access to the premises and permission to carry out the requested work. If access is delayed, restricted, or denied, our attendance may be treated as a cancellation or wasted visit. Where keys, alarms, or entry codes are provided, you warrant that you are authorised to share them and that their use will not breach any third-party rights.

We will take reasonable care while working in your property and we maintain insurance cover appropriate to the services we provide. However, customers should understand that insurance does not guarantee compensation in every situation, and claims remain subject to the circumstances of the incident and the limitations set out in these Terms. You should keep valuable or irreplaceable items away from the working area.

Where possible, we may ask the customer to sign a completion note or confirm that the service has been carried out. Such confirmation does not affect statutory rights, but it may help record the condition of the job at the time of completion.

9. Data, Privacy, and Communications

We may collect and use personal information needed to manage bookings, process payments, record service history, and communicate about appointments. We will handle personal data in accordance with applicable UK data protection law and our privacy practices, where relevant. We will not use your information for unrelated purposes without a lawful basis.

By making a booking, you consent to receive service-related communications by telephone, email, text message, or other reasonable methods. This may include booking confirmations, reminders, changes to appointments, payment notices, and follow-up correspondence. You may request that we stop certain forms of communication where permitted by law, though some operational messages may still be necessary to administer your booking.

We may retain records for a reasonable period for accounting, insurance, legal, and operational purposes. Any retained records will be limited to what is necessary and proportionate. Further information on data use may be made available separately where appropriate.

10. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rights require otherwise.

If we choose not to enforce any part of these Terms on a particular occasion, that does not mean we waive our right to enforce it in future. Any variation to these Terms must be agreed in writing. Oral statements made before or during a booking do not override the written terms unless expressly confirmed by us.

These Terms represent the full agreement between the customer and Kingston Carpet Cleaners in relation to the booked services. By proceeding with a booking, you confirm that you have read, understood, and accepted the terms applicable to the service. If you do not agree with any provision, you should not proceed with the booking.