Carpet Cleaners Kingston Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Kingston provides professional cleaning services to residential and commercial customers. By booking a service, 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 expressions have the meanings set out below:

Client means the person, company or organisation requesting and paying for the services.

Company means Carpet Cleaners Kingston, the provider of the cleaning services.

Services means any carpet, rug, upholstery, mattress, hard floor or related cleaning and ancillary services provided by the Company.

Premises means the property or properties where the Services are to be carried out.

Technician means any employee, contractor or representative of the Company who performs the Services.

Agreement means the contract between the Client and the Company made up of these Terms and Conditions and the details confirmed in the booking.

2. Scope of Services

The Company provides professional cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related treatments, within its normal service area. Availability of particular services may vary depending on location and access.

The specific Services, the Premises address, the date and time, and any special instructions will be agreed with the Client at the time of booking and confirmed by the Company. The Company reserves the right to refuse any booking where it reasonably believes the work requested is unsafe or unsuitable.

3. Booking Process

Bookings may be requested by the Client by telephone, online form or other methods made available by the Company from time to time. A booking is not confirmed until it has been expressly accepted by the Company.

At the time of booking, the Client must provide accurate information, including full name, service address, access details, description of the areas and items to be cleaned, and any known issues such as heavy soiling, stains, pet contamination or previous cleaning treatments.

The Company may provide an estimated price based on the information given by the Client. The Company reserves the right to adjust the price at the Premises if the information provided was incomplete or inaccurate, or if the condition of the items or the size of the areas to be cleaned is materially different from what was described.

The Client is responsible for ensuring that a person aged 18 or over is present at the Premises at the agreed start time to provide access and confirm the work to be carried out, unless alternative arrangements have been agreed in advance with the Company.

4. Access and Parking

The Client must provide safe and reasonable access to the Premises, including clear entry routes and adequate lighting. The Company is not responsible for any delay or inability to carry out the Services due to lack of access or unsafe conditions.

Where on-street or off-street parking is required for the Technician and any associated equipment, the Client must ensure that suitable parking is available as close as possible to the Premises. Any parking charges, congestion charges, clean air zone charges, pay and display fees or penalty notices incurred as a direct result of carrying out the Services will be payable by the Client and may be added to the final invoice.

5. Client Obligations Before the Visit

Before the scheduled appointment, the Client must:

Ensure that the areas to be cleaned are reasonably clear of small items, toys, cables and breakables, and that fragile or valuable items are safely stored away.

Vacuum carpets and rugs where possible, unless vacuuming has been specifically included as part of the booked Services.

Inform the Company of any existing damage, loose fittings, frayed edges, unstable furniture, or other issues that may affect the Services.

Ensure that electricity and running water are available at the Premises throughout the appointment.

Secure pets away from the areas to be cleaned and inform the Technician of any allergies or sensitivities known to occupants.

6. Pricing and Payment Terms

All prices will be quoted in pounds sterling and may be provided as a fixed price, a price per room or item, or an hourly rate, depending on the nature of the booking.

Unless otherwise stated, prices are inclusive of labour, standard cleaning solutions and use of the Companys equipment. Any additional treatments, specialist stain removal, protective coatings or remedial works will be priced separately and agreed with the Client before commencement.

Payment is due on completion of the Services on the day of the appointment, unless a different arrangement has been agreed in writing in advance. The Company may accept various forms of payment, including card payments, bank transfer or cash, subject to availability and any conditions notified to the Client.

For business Clients or where invoice terms are agreed in advance, payment must be made in full within the period stated on the invoice. If no period is stated, payment is due within seven calendar days of the invoice date.

The Company reserves the right to charge reasonable interest and administrative costs on overdue sums, and to suspend or cancel further Services until outstanding amounts are paid in full.

7. Deposits and Prepayments

The Company may require a deposit or full prepayment to secure certain bookings, including but not limited to larger jobs, multi-property visits, commercial work or appointments at peak times.

Any required deposit will be explained at the time of booking. Deposits and prepayments are applied against the final invoice. Where the Client cancels a booking in accordance with the cancellation terms set out below, the deposit will be refunded or credited as applicable, subject to any permitted deductions.

8. Cancellations and Rescheduling by the Client

The Client may cancel or request to reschedule a booking by giving notice to the Company as early as possible.

Where the Client cancels or reschedules more than 48 hours before the scheduled appointment time, any prepayment or deposit will normally be refunded or carried over to a new booking, at the Clients choice.

Where the Client cancels or reschedules less than 48 hours but more than 24 hours before the appointment, the Company reserves the right to charge up to 50 percent of the quoted price to cover allocated time and administrative costs.

Where the Client cancels, reschedules or fails to provide access with less than 24 hours notice, the Company reserves the right to charge up to 100 percent of the quoted price. This includes situations where the Technician attends the Premises but is unable to gain access or commence work due to Client default.

Any cancellation or rescheduling fees may be deducted from prepayments or deposits, with any balance refunded or invoiced as appropriate.

9. Cancellations and Changes by the Company

The Company will use reasonable endeavours to attend appointments on time and complete the Services as agreed. However, the Company reserves the right to cancel, reschedule or amend a booking where it becomes necessary due to circumstances beyond its control, such as severe weather, traffic disruption, vehicle breakdown, staff illness or equipment failure.

In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment. Where no suitable alternative can be found, any prepayments will be refunded in full. The Company will not be liable for any indirect or consequential losses arising from such cancellation or delay.

10. Service Performance and Results

The Company will carry out the Services using reasonable care and skill and in accordance with generally accepted industry practices. However, the Client acknowledges that the outcome of cleaning processes can be influenced by the age, material, construction, previous cleaning history and condition of carpets, rugs, upholstery and other items.

The Company does not guarantee the removal of all stains, odours or marks. Some stains may be permanent and cannot be fully removed. The Technician will assess items at the Premises and will advise the Client if certain results are unlikely, or if there is a risk of damage in attempting further treatment.

Drying times for carpets and fabrics can vary depending on ventilation, heating, humidity and fibre type. Any drying times provided are estimates only and not guaranteed. The Client is responsible for ensuring adequate ventilation and for following any aftercare advice given by the Technician.

11. Damage and Liability

The Company will take reasonable care to avoid damaging the Premises and the Clients property. The Client must notify the Technician immediately if they believe any damage has occurred during the visit, and must inform the Company in writing as soon as reasonably possible and in any event within 48 hours of the Services being completed.

The Companys liability for any loss or damage arising from the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of repair or the fair replacement value of the item, subject to any reasonable wear and tear and depreciation. The Company is not liable for:

Pre-existing damage, wear, fading, discolouration, shrinkage or deterioration of fibres or fabrics.

Damage resulting from hidden defects, loose fittings, poor installation, unstable furniture or items not designed to be cleaned by the methods used.

Damage arising from failure by the Client to follow the Companys instructions, including aftercare advice.

Any indirect or consequential loss, loss of profit, loss of business, loss of opportunity or loss of enjoyment.

Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

12. Client Property and Personal Belongings

The Client is responsible for removing or safely securing personal belongings, valuables, cash, jewellery and delicate items prior to the appointment. The Company does not accept responsibility for loss of or damage to items that should reasonably have been removed or secured by the Client.

The Technician may move light furniture where necessary and safe to do so, but will not move heavy, fragile or fixed items such as wardrobes, large sofas, pianos, cabinets, electrical appliances or items connected to plumbing or wiring.

13. Waste Handling and Environmental Considerations

The Company will handle and dispose of waste generated during the provision of the Services in compliance with applicable waste management and environmental regulations in the United Kingdom.

General waste and minor residues arising directly from the cleaning process will normally be removed by the Company as part of the service, unless disposal facilities at the Premises are provided and the Client agrees to their use.

Where the Services involve significant quantities of waste, contaminated materials, sharps, hazardous substances, or items requiring specialist disposal, the Client must inform the Company in advance. Additional charges may apply for safe handling, collection and lawful disposal. The Company reserves the right to refuse to handle or remove hazardous or controlled waste where it is not appropriately trained or licensed to do so.

The Client must not request or require the Company to dispose of waste in a manner that breaches any local or national regulations. The Company may refuse to proceed with the Services or with any part of the Services that would involve unlawful or unsafe disposal practices.

14. Health and Safety

The Company is committed to maintaining high standards of health and safety for its Technicians and Clients. The Technician may carry out a visual risk assessment at the Premises and may decline to perform all or part of the Services if conditions are considered unsafe, unsanitary or unsuitable.

The Client must inform the Company in advance of any known health hazards at the Premises, including but not limited to infestations, bodily fluids, mould, structural instability, exposed wiring or chemical contamination. Additional charges may apply for working in high-risk environments, and the Company may decline the booking if it cannot be carried out safely.

15. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and no later than 48 hours after completion, providing full details and, where possible, photographic evidence.

The Company will investigate complaints in a fair and timely manner. Where the complaint is upheld and it is reasonable and practical to do so, the Company may offer to re-attend the Premises to re-clean the affected area or to take other remedial action. Any such re-visit will normally be scheduled at a mutually convenient time.

The availability of a re-visit or other remedy is subject to the Client allowing the Company reasonable opportunity to inspect the issue and to attempt to resolve it. If the Client or a third party undertakes further cleaning or alterations to the area or item before such inspection, the Company reserves the right to reject the complaint.

16. Data Protection and Privacy

The Company collects and processes personal data about Clients for the purposes of managing bookings, providing Services, processing payments and handling customer service. The Company will take reasonable steps to keep such data secure and to use it only for legitimate business purposes and as permitted by applicable data protection law in the United Kingdom.

By providing personal information to the Company, the Client consents to its use for contacting them about their booking, providing the Services and, where permitted, for reasonable service updates and administrative purposes. The Client may request access to and correction of their personal data held by the Company, subject to legal requirements.

17. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Clients booking will apply to that booking, unless a change is required by law or regulatory authority. The latest version of the Terms and Conditions will be made available upon request.

18. Governing Law and Jurisdiction

These Terms and Conditions and any Agreement for Services entered into with the Company are governed by and shall be construed in accordance with the laws of England and Wales.

Any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights that may apply to the Client under consumer protection legislation.

19. Severability

If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

20. Entire Agreement

These Terms and Conditions, together with the details confirmed in the booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, representations or agreements, whether oral or written, relating to the same subject matter.

By confirming a booking and allowing the Services to proceed, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.