Terms And Conditions

Carpet Cleaners West Kensington Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners West Kensington provides carpet, upholstery and related cleaning services to residential and commercial customers within West Kensington and surrounding areas. By booking or using 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 expressions have the meanings set out below:

1.1 Company means Carpet Cleaners West Kensington, the cleaning service provider.

1.2 Customer means any individual, business or organisation that books or receives services from the Company.

1.3 Services means carpet, rug, upholstery, mattress, curtain and other related cleaning services, as well as any additional services that the Company agrees in writing to provide.

1.4 Premises means the Customer's property or any property where the Services are to be carried out.

1.5 Technician means any employee, worker or contractor engaged by the Company to perform the Services.

2. Scope of Services

2.1 The Company provides professional carpet and related cleaning services to customers in West Kensington and nearby areas. Availability of specific services may vary depending on the Premises, access, equipment and safety considerations.

2.2 The Customer is responsible for ensuring that the Services requested are suitable for their needs and for the type of flooring, fabric or surfaces to be cleaned. The Company may offer guidance based on experience but does not provide professional surveying or restoration advice unless expressly agreed in writing.

2.3 Any time estimates for the completion of the Services are approximations only and may vary depending on the condition of the carpets and other items, access to the Premises and other practical factors.

3. Booking Process

3.1 Bookings can be made by the Customer through the Company’s approved booking channels, including telephone and any online booking system operated by the Company from time to time.

3.2 The Customer must provide accurate and complete information when making a booking, including the type and approximate size of areas and items to be cleaned, the location of the Premises, access details and any known issues such as heavy soiling, stains, damage, infestations or previous treatments.

3.3 The Company may provide a quotation based on the information supplied by the Customer. Any quotation is an estimate only and may be revised upon arrival at the Premises if the information provided was incomplete or inaccurate, or if the condition or size of the items to be cleaned differs materially from what was described.

3.4 A booking is only confirmed when the Company has accepted the booking and, where required, the Customer has paid a deposit or provided card details in accordance with these Terms and Conditions.

3.5 The Company reserves the right to decline a booking or to cancel a confirmed booking where it reasonably considers that the Premises are unsafe, unsuitable for the Services, or where the Customer has previously breached these Terms and Conditions.

4. Access and Customer Obligations

4.1 The Customer must ensure that the Technician has safe and unobstructed access to the Premises at the agreed time, including appropriate parking or loading facilities where reasonably possible.

4.2 The Customer must ensure that power, water and adequate lighting are available at the Premises for the duration of the visit. If necessary utilities are not available, the Company may not be able to provide the Services and a cancellation or call-out charge may apply.

4.3 The Customer is responsible for removing small items, fragile objects, valuables and personal belongings from the areas to be cleaned before the Technician arrives. The Company does not accept responsibility for any damage or loss arising from items left in or around the working area.

4.4 The Customer must inform the Technician of any known defects, damage, loose fittings, colour instability, shrinkage risk or prior treatments of carpets, rugs, upholstery or surfaces, as well as any relevant access restrictions, alarms or security systems.

5. Prices and Payment

5.1 Prices for the Services are as described in the Company’s current price lists or as quoted to the Customer at the time of booking. All prices are provided in pounds sterling unless otherwise stated.

5.2 The Company reserves the right to adjust its prices from time to time. Any price changes will not affect confirmed bookings, except where the booking details were inaccurate or incomplete.

5.3 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises. The Company may accept payment by cash, debit or credit card or other methods that may be made available from time to time.

5.4 For certain bookings, the Company may require a deposit or card pre-authorisation at the time of booking to secure the appointment. The Customer authorises the Company to charge cancellation fees in accordance with these Terms and Conditions if the Customer cancels or fails to provide access.

5.5 For commercial customers or larger jobs, the Company may issue an invoice payable within a specified period. If payment is not made by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any costs of collection.

6. Cancellations, Rescheduling and Missed Appointments

6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise specified at the time of booking, a minimum of 24 hours’ notice is required for cancellations or rescheduling without charge.

6.2 If the Customer cancels or reschedules a booking with less than 24 hours’ notice, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted price to cover administrative costs and loss of time.

6.3 If the Customer fails to provide access to the Premises at the agreed time, or if the Technician is unable to carry out the Services due to circumstances within the Customer’s control, the Company may treat this as a missed appointment and charge a call-out or cancellation fee.

6.4 In the event that the Company needs to cancel or reschedule a booking due to staff illness, equipment failure, transport issues or other unforeseen events, the Company will notify the Customer as soon as reasonably possible and will offer an alternative appointment. The Company will not be liable for any indirect loss or inconvenience arising from such changes.

7. Service quality and limitations

7.1 The Company aims to provide Services with reasonable care and skill. However, the Customer acknowledges that the results of cleaning can vary depending on the age, condition and material of carpets and fabrics, the type and duration of stains, and previous treatments or damage.

7.2 The Company does not guarantee that all stains, marks or odours will be removed, or that carpets and fabrics will be restored to their original condition.

7.3 Certain stains, such as those caused by pet urine, paint, dyes, permanent markers, bleaches or chemical damage, may be permanent. The Technician will use reasonable efforts and appropriate techniques, but complete removal cannot be guaranteed.

7.4 The Customer should avoid walking on freshly cleaned carpets with outdoor shoes until they are fully dry and should follow any aftercare advice provided by the Technician. The Company is not liable for any re-soiling, marks or damage resulting from failure to follow aftercare instructions.

8. Health, Safety and Waste Regulations

8.1 The Company operates in accordance with relevant health and safety legislation and seeks to use cleaning products and equipment that are appropriate for domestic and commercial environments.

8.2 The Customer must inform the Company in advance of any known health concerns, allergies or sensitivities relating to cleaning agents or fragrances, so that alternative products can be considered where reasonably practicable.

8.3 The Company will handle, store and use cleaning chemicals in line with manufacturer instructions and applicable regulations, and will take reasonable steps to prevent harm to people, pets and the environment.

8.4 The Company will dispose of waste water and general waste generated in the course of the Services in compliance with applicable waste regulations. Where required, waste will be removed from the Premises and disposed of through authorised channels.

8.5 The Customer is responsible for the safe disposal of any existing hazardous waste at the Premises. The Company does not handle or dispose of hazardous materials such as asbestos, clinical waste or chemical spills, unless expressly agreed in writing and subject to additional charges and controls.

9. Damage and Liability

9.1 The Company will exercise reasonable care in the performance of the Services. If damage to carpets, rugs, upholstery or other items occurs due to the Company’s negligence, the Customer must notify the Company as soon as reasonably possible and, in any event, within 48 hours of the completion of the Services.

9.2 The Company reserves the right to arrange an inspection, repair or professional assessment of any alleged damage before considering any compensation or other remedy.

9.3 The Company shall not be liable for:

(a) pre-existing damage, wear and tear, fading, staining or defects in carpets, fabrics or surfaces;

(b) damage arising where the Customer has failed to inform the Technician of known issues such as shrinkage risk, loose seams, weak fibres or colour instability;

(c) any indirect or consequential loss, including loss of profits, business interruption or loss of opportunity; and

(d) damage resulting from failure to follow aftercare instructions or from use of the areas before adequate drying time has elapsed.

9.4 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded or limited by law.

10. Customer Property and Security

10.1 The Customer is responsible for safeguarding personal belongings, valuables and confidential information at the Premises. The Company does not accept liability for loss or damage to valuables that have not been removed from the working areas.

10.2 The Customer must ensure that any alarm, security or access codes are provided in a secure manner and that Technicians are granted lawful permission to enter the Premises.

10.3 Technicians will take reasonable care to secure the Premises while working and upon leaving, in accordance with any reasonable instructions from the Customer.

11. Complaints and Feedback

11.1 The Company aims to provide a high standard of service and welcomes feedback from Customers.

11.2 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, ideally within 24 hours of the work being completed, to allow the Company an opportunity to investigate and, where appropriate, rectify the issue.

11.3 Any remedial work or partial refunds will be offered at the Company’s discretion, having regard to the nature of the complaint, the condition of the items prior to cleaning and the terms of this agreement.

12. Force Majeure

12.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including adverse weather, transport disruptions, industrial action, public health restrictions, power outages or mechanical breakdown.

12.2 In such circumstances, the Company will inform the Customer as soon as reasonably practicable and will use reasonable efforts to reschedule the Services.

13. Personal Data

13.1 The Company may collect and process personal data about Customers in order to manage bookings, provide the Services, process payments and communicate regarding appointments and service updates.

13.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable steps to protect personal information from unauthorised access, loss or misuse.

14. Variations to these Terms

14.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings made after the updated terms are published or otherwise communicated to Customers.

14.2 For existing confirmed bookings, the Terms and Conditions in force at the time of booking will apply, unless a change is required by law or regulation.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 the Services provided by the Company.

By making a booking with Carpet Cleaners West Kensington or by allowing the Technician to commence work at the Premises, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.