Kingston Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Kingston Carpet Cleaners provides carpet, upholstery, rug, and related cleaning services to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Company means Kingston Carpet Cleaners, the cleaning service provider.
1.2 Customer means any individual, business, or organisation that requests or receives services from the Company.
1.3 Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, and any additional cleaning or related services agreed in writing between the Company and the Customer.
1.4 Premises means the Customer's property or any location where the Services are to be provided.
1.5 Agreement means the contract formed between the Company and the Customer when a booking is accepted by the Company, incorporating these Terms and Conditions.
2. Scope of Services
2.1 The Company will provide the Services as described at the time of booking and in any confirmation communication issued to the Customer.
2.2 The exact scope of the Services, including any specific requirements, shall be agreed in advance. The Customer must clearly inform the Company of any particular concerns, stains, or delicate areas prior to the commencement of work.
2.3 The Company reserves the right to decline work that is unsafe, unsuitable, or outside the reasonable capabilities of its technicians, including where conditions at the Premises would prevent safe or effective provision of the Services.
3. Booking Process
3.1 Bookings may be made through the Company’s accepted communication channels. The Customer must provide accurate and complete information about the Premises, the items to be cleaned, and any access or parking restrictions.
3.2 A booking is not confirmed until the Company has accepted the request and sent a confirmation. The Company may refuse a booking at its discretion, for any reasonable reason.
3.3 The Customer is responsible for ensuring that the date, time, service description, and address in the booking confirmation are correct. Any errors must be reported to the Company as soon as possible.
3.4 The Company may require a deposit or pre-authorisation to secure a booking. Details of any deposit requirement shall be provided at the time of booking.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Company’s operatives have safe and appropriate access to the Premises at the agreed time. This includes suitable parking arrangements where necessary.
4.2 The Customer must ensure that water and electricity are available at the Premises for the duration of the Services, unless otherwise agreed in advance.
4.3 The Customer is responsible for removing small items, fragile objects, and valuables from the areas to be cleaned, and for securing any pets. The Company will not be liable for damage to items that should reasonably have been removed or protected by the Customer.
4.4 If the Premises are excessively cluttered, hazardous, or otherwise unsuitable for the safe provision of the Services, the Company may refuse to carry out some or all of the work and may treat the visit as a late cancellation in accordance with clause 7.
5. Prices and Quotations
5.1 Prices are generally based on the type and size of the areas or items to be cleaned, the condition of carpets or upholstery, and the nature of any specialist treatments required.
5.2 Any quotation provided by the Company, whether written or verbal, is an estimate based on the information supplied by the Customer. The Company reserves the right to amend the quotation if the information provided was inaccurate, incomplete, or if additional work is requested on arrival.
5.3 Where a price adjustment is necessary, the Company will inform the Customer before commencing work. If the Customer does not accept the revised price, the Company may cancel the visit and apply a reasonable call-out or cancellation charge.
5.4 All prices are stated exclusive or inclusive of applicable taxes according to the information provided at the time of booking. Any applicable taxes will be clearly identified on invoices.
6. Payments
6.1 Payment is due in full on completion of the Services unless alternative terms have been agreed in writing in advance.
6.2 The Company accepts the payment methods specified at the time of booking or on the invoice. The Customer is responsible for ensuring that funds are available.
6.3 Where credit terms are agreed for commercial Customers, invoices must be paid within the period stated on the invoice. The Company reserves the right to charge interest and reasonable debt recovery costs on overdue amounts in accordance with applicable law.
6.4 The Company may suspend further services or withhold completion certificates or reports if there are outstanding payments due from the Customer.
7. Cancellations, Rescheduling and Missed Appointments
7.1 The Customer may cancel or reschedule an appointment by giving reasonable notice to the Company. The required notice period and any applicable charges will be communicated at the time of booking.
7.2 If the Customer cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be a fixed amount or a percentage of the quoted price.
7.3 If the Customer fails to provide access to the Premises at the agreed time, or the Premises are not in a suitable condition for the Services to be carried out, the Company may treat the visit as a late cancellation and charge accordingly.
7.4 The Company will use reasonable endeavours to attend appointments at the agreed time but cannot guarantee exact arrival times. In the event of unforeseen delays such as traffic incidents, severe weather, or staff illness, the Company will contact the Customer as soon as reasonably practicable to rearrange the appointment without penalty to the Customer.
7.5 The Company reserves the right to cancel or reschedule a booking at any time if it is unable to provide the Services for reasons beyond its control. In such cases, any deposit paid by the Customer will be refunded or applied to a rearranged appointment.
8. Customer Satisfaction and Complaints
8.1 The Company aims to provide a high standard of service. If the Customer is not satisfied with any aspect of the Services, they must notify the Company promptly and in any event within 48 hours of completion of the work.
8.2 The Company will investigate any complaint and, where appropriate, arrange a revisit to inspect and, if reasonable, attempt to rectify the issue. This may include additional cleaning of the affected area.
8.3 The Company’s liability in relation to any dissatisfaction with the Services is limited to the cost of re-cleaning the affected area or a reasonable refund, at the Company’s discretion, subject always to the limitations in clause 10.
9. Condition of Carpets, Upholstery and Other Items
9.1 The Customer acknowledges that certain fabrics, fibres, and materials are more prone to wear, colour loss, shrinkage, or damage. The Customer must inform the Company of any known sensitivities, previous damage, or manufacturer cleaning instructions before work begins.
9.2 While the Company will use reasonable care and appropriate cleaning methods, it cannot guarantee the removal of all stains, odours, or marks, especially where these are old, have been treated with unsuitable products, or have penetrated deeply into fibres or backing.
9.3 The Company will not be responsible for pre-existing damage, wear, fading, defects, or weak seams, or for any deterioration that occurs as a result of the cleaning process where such deterioration is consistent with the existing condition of the items.
9.4 Drying times are estimates only and depend on factors such as ventilation, temperature, humidity, and the condition of the carpets or upholstery. The Customer is responsible for ensuring adequate ventilation and for following any aftercare advice provided by the Company.
10. Liability and Limitations
10.1 The Company will exercise reasonable skill and care in providing the Services. However, its liability to the Customer is subject to the following limitations.
10.2 The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of business, or loss of use of the Premises, arising out of or in connection with the Services.
10.3 The Company’s total liability for any damage to property directly caused by its negligence shall not exceed the reasonable replacement or repair cost of the damaged item, taking into account age, condition, and fair wear and tear.
10.4 The Customer must report any alleged damage caused by the Company’s operatives as soon as reasonably possible and no later than 48 hours after completion of the Services. The Company must be given a reasonable opportunity to inspect and, where appropriate, remedy the issue.
10.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
11. Waste Handling and Environmental Regulations
11.1 The Company will collect and remove only the waste that is generated as a direct result of the Services, such as soiled water from professional equipment, used cleaning materials, or packaging associated with the provision of the Services.
11.2 The Company operates in accordance with applicable waste management and environmental regulations and will dispose of any such waste through appropriate channels.
11.3 The Customer remains responsible for the disposal of any general household or commercial waste, bulk items, or hazardous materials present at the Premises that are not directly produced by the cleaning process.
11.4 The Customer must inform the Company of any known contamination, hazardous substances, or special handling requirements at the Premises. The Company may refuse to deal with hazardous materials and may suspend the Services if safety or legal compliance would be compromised.
12. Insurance
12.1 The Company maintains appropriate insurance cover in connection with the provision of its Services, including public liability insurance, subject to the terms, conditions, and exclusions of the relevant policies.
12.2 Details of insurance cover can be made available to Customers upon reasonable request.
13. Health and Safety
13.1 The Company will carry out the Services in accordance with relevant health and safety legislation and industry practice.
13.2 The Customer must ensure that the Premises are safe for the Company’s operatives, including by notifying the Company of any known risks such as loose floor coverings, electrical issues, or other hazards.
13.3 The Company may suspend or terminate the Services if, in its reasonable opinion, continuing work would pose a risk to health and safety.
14. Privacy and Data Protection
14.1 The Company will collect and process personal data from Customers only to the extent necessary to manage bookings, provide Services, handle payments, and respond to enquiries and complaints.
14.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary for the performance of the Services, for legal compliance, or with the Customer’s consent.
15. Changes to Terms and Conditions
15.1 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 Agreement.
15.2 Updated terms may be made available on request and will apply to future bookings once brought to the Customer’s attention.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any Agreement between the Company and the Customer, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.2 No waiver by the Company of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.
17.3 The Agreement is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.
17.4 The Customer may not assign or transfer any of its rights or obligations under the Agreement without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for business purposes, provided that such assignment does not adversely affect the Customer’s rights.
By proceeding with a booking or using the Services of Kingston Carpet Cleaners, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.