West Kensington Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which West Kensington Carpet Cleaners provides professional carpet, upholstery, and related cleaning services to residential and commercial customers. By making a booking or allowing work to proceed, you agree to be bound by these Terms and Conditions.
These terms apply to all services delivered within our normal service area, including West Kensington and surrounding neighbourhoods, unless otherwise agreed in writing.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
"Company" means West Kensington Carpet Cleaners, the provider of the cleaning services.
"Customer" or "you" means the person, firm, or organisation booking the services or on whose behalf the services are booked.
"Services" means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, end of tenancy cleaning, and any other related services agreed between the Company and the Customer.
"Premises" means the property or location where the Services are to be carried out.
"Technician" means an employee, contractor, or representative of the Company who carries out the Services.
Scope of Services
The Company will provide cleaning services as described at the time of booking and confirmed in your booking confirmation. The specific methods and cleaning materials used will be determined by the Company, taking into account the type of fabric, carpet, or surface, as well as the condition of the Premises.
While the Company will use reasonable care and skill and professional cleaning products and equipment, the outcome of any cleaning service can depend on pre existing conditions such as age, wear, staining, previous cleaning attempts, and construction or installation issues. For this reason, the Company cannot guarantee the removal of all stains or defects and does not guarantee that items will be restored to their original condition.
Booking Process
Bookings may be requested by phone, online form, or other contact methods that the Company makes available from time to time. A booking is not confirmed until the Company has provided confirmation detailing the agreed date, approximate arrival time window, and the Services requested.
The Customer is responsible for ensuring that all information provided at the time of booking is accurate, including the type of property, number and size of rooms, type of carpets or upholstery, access details, and any parking or building restrictions. The Company reserves the right to adjust the quoted price or decline the booking if the information provided is inaccurate or incomplete.
For some bookings, particularly larger jobs or end of tenancy cleans, the Company may require a visit to the Premises before confirming a final quotation. Any quotation given without an inspection is an estimate based on the information provided and may be adjusted upon arrival if the actual work required is materially different.
The Customer must ensure that an adult over the age of 18 is present at the Premises for the duration of the appointment, unless otherwise agreed in advance. Access to electricity and running water must be provided on the day of service.
Pricing and Quotations
Prices are generally provided based on the size and type of areas or items to be cleaned, the level of soiling, and any special treatments required. All prices are given in pounds sterling and, unless clearly stated, are exclusive of any applicable taxes.
Quotations are valid for a limited period as advised by the Company at the time of booking. The Company reserves the right to revise the quotation if there is a significant change in the work required, access to the Premises, or other circumstances beyond the Company’s control.
Where parking charges, congestion charges, or similar fees apply, these may be added to the final invoice if not otherwise agreed.
Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit.
The Company may accept payment by cash, bank transfer, or other methods indicated at the time of booking. For some bookings, especially for commercial clients or larger projects, the Company may require part or full payment in advance or may agree separate invoicing arrangements.
If payment is not received on completion of the Services or by the agreed due date, the Company reserves the right to charge reasonable late payment fees and interest in accordance with applicable law. The Customer will be responsible for all costs of recovery, including legal fees and collection agency charges, incurred as a result of non payment.
Deposits and Pre Payments
The Company may request a deposit or full pre payment to secure a booking, particularly for large jobs, end of tenancy cleans, or appointments requiring allocation of significant time or resources. Any required deposit will be confirmed at the time of booking.
Deposits and pre payments are subject to the cancellation terms set out in these Terms and Conditions. When a deposit is non refundable, this will be clearly communicated before payment is taken.
Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Unless a different policy is agreed in writing, the following will apply.
If the Customer cancels or reschedules more than 48 hours before the scheduled appointment, any deposit paid may be applied to a future booking or refunded at the Company’s discretion, subject to any non refundable elements communicated at the time of booking.
If the Customer cancels or reschedules within 24 to 48 hours of the appointment time, the Company may charge a cancellation fee of up to 50 percent of the estimated service cost or retain an equivalent part of any deposit paid.
If the Customer cancels on the day of service, fails to provide access to the Premises, or the Technician is unable to proceed due to circumstances within the Customer’s control, the Company may charge up to 100 percent of the estimated service cost or retain the full deposit.
The Company will make reasonable efforts to accommodate rescheduling requests, but all new dates and times are subject to availability.
Access, Safety, and Customer Obligations
The Customer must ensure safe and reasonable access to the Premises at the arranged time. This includes arranging parking or entry permits where necessary and informing the Company of any building entry codes, security procedures, or restrictions that may affect access.
The Customer must remove fragile items, small objects, and personal belongings from the areas to be cleaned and must secure any valuables before the Technician arrives. While the Technician will exercise reasonable care, the Company cannot accept responsibility for damage to items left in the cleaning area that reasonably should have been removed by the Customer.
The Customer must notify the Company before work starts of any known hazards, defects, or issues at the Premises that may affect health and safety or the safe operation of cleaning equipment. This includes loose carpet fittings, unsecured floor coverings, weak or damaged flooring, electrical issues, and any known allergy or sensitivity to cleaning products.
If the Technician determines that conditions at the Premises are unsafe or unsuitable, the Company reserves the right to refuse or suspend the Services. In such cases, a call out or cancellation fee may apply.
Service Limitations and Results
The Company aims to achieve high cleaning standards but makes no promise of complete stain removal or restoration. Certain substances, long standing stains, or damage from prior cleaning attempts may be permanent.
The Customer acknowledges that some stains or spots may become more visible after general cleaning if they were previously hidden by soiling, and that some odours, particularly those caused by pets, smoke, or damp, may not be fully removed.
The Company will not be responsible for any pre existing damage, discolouration, shrinkage, loose dye, or wear revealed by the cleaning process. Loose or poorly fitted carpets and rugs may shrink or ripple after cleaning. The Customer accepts this risk, particularly for older or natural fibre materials.
Waste Regulations and Environmental Compliance
The Company will handle and dispose of any waste generated in the course of providing Services in accordance with applicable waste management and environmental regulations. This may include the disposal of used cleaning solutions, contaminated water, and any limited solid waste arising directly from the cleaning tasks.
The Company is not responsible for general household or commercial waste disposal beyond waste directly related to the cleaning work. The Customer remains responsible for disposing of furniture, large items, and ordinary rubbish unless specifically agreed as an additional service.
The Company will use cleaning products and techniques designed to minimise environmental impact where reasonably practicable. Certain situations, including heavy soiling or specialist stain removal, may require stronger chemicals. The Customer should inform the Company in advance of any particular environmental or allergy related concerns so that suitable alternatives can be discussed where possible.
Damage, Liability, and Insurance
The Company will exercise reasonable care and skill in carrying out the Services and will maintain appropriate insurance cover in accordance with industry practice.
If the Customer believes that the Company has caused damage to property or items during the provision of the Services, the Customer must notify the Company as soon as reasonably possible and in any event within 48 hours of completion of the work. The Customer must allow the Company a reasonable opportunity to inspect the alleged damage and, where appropriate, to arrange repairs, replacement, or other remedy.
Where damage is proven to be caused by the Company, the Company’s liability will, to the fullest extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item or the value of the Services provided on the date of the incident.
The Company will not be liable for loss or damage arising from inaccurate information provided by the Customer, from failure to follow the Company’s reasonable instructions, or from defects or weaknesses in the Premises or items being cleaned that are not reasonably apparent before the work begins.
The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity, arising in connection with the Services, except where such liability cannot lawfully be excluded.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other matter that cannot be limited or excluded under applicable law.
Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Technician on site where possible, or contact the Company as soon as reasonably practicable after completion of the work.
The Company will investigate complaints promptly and, where a complaint is upheld, may offer a re clean of the affected area, a partial refund, or another appropriate remedy, at the Company’s discretion and subject to the circumstances of the case.
The Customer must allow the Company a reasonable opportunity to inspect and, if appropriate, rectify any service issues before arranging for third parties to carry out remedial work. The Company will not be responsible for costs incurred by the Customer in engaging third parties without the Company’s prior written consent.
Force Majeure
The Company will not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure is due to events beyond its reasonable control. These events may include, but are not limited to, extreme weather, flooding, fire, strikes, transport disruptions, power outages, building access restrictions, or public health measures.
In such circumstances, the Company may reschedule the Services to a reasonable alternative date and time. Any deposits will be carried over to the rescheduled appointment, and cancellation fees will not apply where the cancellation is due to force majeure.
Privacy and Data Protection
The Company will collect and process personal data such as names, addresses, and contact details for the purpose of managing bookings, delivering Services, and handling payments and customer communications.
The Company will take reasonable steps to keep personal data secure and will not sell or disclose personal data to third parties except where necessary to provide the Services, comply with legal obligations, or support business operations such as payment processing or insurance.
Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. Continued use of the Services after any changes have been communicated will constitute acceptance of the updated terms.
Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services, whether of a contractual or non contractual nature, 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 to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services.
Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. No other statements, representations, or promises shall be binding unless expressly agreed in writing by the Company.