Terms And Conditions
Kingston Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Kingston Carpet Cleaners provides professional cleaning services to residential and commercial customers. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company requesting cleaning services from Kingston Carpet Cleaners.
Company means Kingston Carpet Cleaners, the provider of the cleaning services.
Services means the carpet, upholstery, rug, hard floor or related cleaning services, as well as any additional treatments or tasks agreed with the Customer.
Premises means the property or properties where the Services are to be carried out.
Technician means any representative, employee, subcontractor or agent appointed by the Company to deliver the Services.
2. Scope of Services
The Company provides carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and related treatments, including stain removal and deodorising, as agreed at the time of booking. The specific scope of work for each appointment will be confirmed based on the Customer's instructions and the condition of the items to be cleaned.
Any descriptions of Services on advertising materials or verbal communication are for general guidance only. The exact methods, products and equipment used will be determined by the Company and may vary according to the type of fabric, fibre and surface, the level of soiling and the condition of the Premises.
3. Booking Process
Bookings may be made by contacting the Company using the communication channels published on its official materials. The Customer is responsible for providing accurate details, including full name, address of the Premises, access instructions, parking information, and a clear description of the required Services.
All bookings are subject to availability. The Company reserves the right to refuse or cancel a booking at its discretion, including where it considers the work unsafe, unsuitable, or not reasonably practicable.
At the time of booking, the Customer may receive a quotation based on the information supplied. Quotations are given in good faith but may be subject to change if the information provided is incomplete or incorrect, or if the condition or size of the areas or items to be cleaned is materially different from that described.
The Company will agree a date and time window for the appointment. Appointment times are approximate and may be subject to reasonable delays due to traffic, weather or other circumstances beyond the Company’s control. If a delay is expected, the Company will use reasonable endeavours to inform the Customer.
4. Access and Customer Responsibilities
The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed time. This includes access to electricity, hot and cold running water, and sufficient lighting. Where necessary, the Customer must arrange parking or provide information about local parking restrictions in the service area.
The Customer is responsible for securing valuable, fragile or sentimental items before the Technician arrives. The Company will not be responsible for loss of or damage to items not removed or adequately protected.
Areas to be cleaned must be reasonably clear of personal belongings, small furniture and obstacles. Heavy items such as large wardrobes, pianos, aquariums, or heavy sofas will not be moved by the Technician unless specifically agreed in advance and where it is safe to do so.
The Customer should inform the Company of any known hazards, defects, or issues at the Premises, including loose carpets, damaged flooring, unstable furniture, allergies, or sensitivities to chemicals.
5. Quotations and Pricing
Quotations may be provided on a per-room, per-item, per-area or fixed-price basis. Unless stated otherwise, all prices are inclusive of labour and cleaning products, but may exclude parking charges, congestion or clean air zone charges and any additional services requested on site.
If, upon arrival, the Technician finds that the Premises or items to be cleaned differ significantly from the information provided at the time of booking, the Company reserves the right to revise the quotation. If the Customer does not accept the revised price, the Company may cancel the appointment, and a call-out or cancellation fee may apply where reasonable.
6. Payments
Payment terms will be confirmed at the time of booking. The Company may require a deposit or full payment in advance to secure an appointment. Any deposit requirements will be communicated clearly before the booking is confirmed.
Unless agreed otherwise, the balance of payment is due immediately upon completion of the Services. The Company accepts commonly used payment methods as agreed from time to time, such as card payments or bank transfers. Cash may be accepted only where explicitly permitted by the Company.
If payment is not received on completion, the Company reserves the right to charge interest on overdue amounts at a reasonable rate from the date payment became due until the date payment is made in full.
For commercial Customers, specific credit terms may be agreed in writing. In the absence of such agreement, payment is due immediately upon completion of the Services.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule an appointment by giving reasonable notice. Unless stated otherwise at the time of booking, the following terms typically apply.
If the Customer cancels or reschedules an appointment more than 48 hours before the agreed start time, any deposit paid may be refunded or applied to a future booking, at the Company’s discretion.
If the Customer cancels or reschedules an appointment with less than 48 hours notice, the Company reserves the right to retain all or part of any deposit paid, or to charge a cancellation fee representing a reasonable estimate of the Company’s costs and lost business.
If the Technician is unable to gain access to the Premises at the agreed time, or if the Customer is not present where their presence is required to grant access, this may be treated as a late cancellation, and fees may apply.
The Company reserves the right to cancel or reschedule an appointment due to circumstances beyond its control, including but not limited to staff illness, vehicle breakdown, severe weather, or safety concerns at the Premises. In such cases, the Company will offer the Customer the next available appointment and will not be liable for any indirect losses resulting from the change.
8. Service Standards and Limitations
The Company will use reasonable skill and care to deliver the Services and will use cleaning methods and products considered appropriate for the surfaces and fabrics involved.
While the Company aims to achieve the best possible results, it does not guarantee that all stains, odours, or marks will be completely removed. Stain and odour removal success depends on the type of stain, age, prior treatments, fibre type, and other factors beyond the Company’s control.
The Company is not responsible for any pre-existing damage, wear, discolouration, loose seams, fraying, shrinkage, or fading that becomes more apparent after cleaning. Certain materials and constructions may carry an inherent risk of damage or colour loss when cleaned.
The Customer acknowledges that some carpets, rugs and fabrics may experience minimal shrinkage, colour migration, or texture changes after cleaning, particularly where items have existing weaknesses, incompatible dyes, or manufacturer defects. The Company will take reasonable precautions to minimise such risks but cannot accept liability where known industry-standard methods have been applied.
9. Customer Inspection and Complaints
Upon completion of the Services, the Customer is encouraged to inspect the work while the Technician is still on site. Any immediate concerns should be raised directly with the Technician, who will attempt to address them where reasonably possible.
If the Customer is not present at completion, they should inspect the work as soon as reasonably practicable. Any complaints about the standard of the Services should be reported to the Company promptly, providing a clear description of the issue and, where possible, supporting evidence.
The Company will investigate all complaints in good faith. Where the Company considers a complaint justified, it may, at its sole discretion, offer to re-clean the area, provide a partial refund, or propose another form of resolution. The Company’s liability will be limited as set out in the Liability section of these Terms.
10. Liability
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
Subject to the above, the Company’s total liability to the Customer arising out of or in connection with the provision of the Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable for the specific Services giving rise to the claim.
The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or any cost associated with alternative accommodation, temporary flooring, or replacement items, arising from or in connection with the Services.
The Customer is responsible for ensuring that any items of substantial value, such as antiques, specialist rugs, or delicate fabrics, are identified in advance. The Company reserves the right to decline to clean items which it believes may be at high risk of damage.
11. Waste and Environmental Regulations
The Company will conduct its operations in accordance with applicable waste and environmental regulations in the United Kingdom. All cleaning solutions and by-products will be handled, stored and disposed of responsibly.
Any waste generated during the performance of the Services at the Premises, such as debris, packaging or removed materials, will normally be left on site for disposal by the Customer, unless specific arrangements for removal have been agreed in advance and may be subject to additional charges.
Where the Services involve extraction of soiled water or other residues, the Technician will dispose of such waste using appropriate methods that comply with local requirements in the service area. The Customer agrees not to interfere with or redirect the disposal process in a way that breaches regulations.
The Customer agrees not to request or require the Company to dispose of any hazardous or prohibited waste. The Company reserves the right to decline handling of any material it reasonably considers unsafe or not permitted under relevant legislation.
12. Health and Safety
The Company is committed to carrying out Services in a safe manner. The Customer agrees to respect any safety instructions provided by the Technician, including temporary restrictions on walking on treated areas or use of certain rooms until surfaces are fully dry.
Children, pets and vulnerable individuals should be kept away from equipment, cables, hoses, and wet or treated surfaces during and immediately after the cleaning process. The Company will not be liable for accidents or injuries resulting from failure to follow safety advice.
13. Data Protection and Privacy
The Company will only collect and use personal information necessary to arrange and deliver the Services, manage bookings, and handle payments and queries. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.
The Company may retain limited information about Customers and completed work for administrative, accounting, and legal purposes. It will not sell personal data to third parties. Information may be shared where required by law or for the purpose of delivering the Services, such as with payment processors.
14. Amendments to these Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings and to Services not yet carried out. Material changes will be made available through the Company’s standard communication channels.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 their subject matter.
16. Severability
If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.
17. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence, or understandings between the parties relating to the subject matter.
By confirming a booking and allowing the Services to proceed, the Customer acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.
