Terms and Conditions for Carpet Cleaning Kingston Services
These Terms and Conditions apply to all carpet cleaning Kingston services provided by the company, including residential and commercial bookings, stain treatment, upholstery-related add-ons, and associated surface care where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. If the customer books on behalf of another person, organisation, landlord, tenant, or managing agent, they confirm that they have authority to agree to these terms on that party’s behalf.
For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” and “your” mean the customer. These terms are intended to be reasonable, transparent, and consistent with UK consumer law. They are designed to set clear expectations regarding the booking process, payment, cancellations, liability, waste handling, and governing law for carpet cleaning services in Kingston and surrounding service areas.
We reserve the right to update or revise these terms from time to time. Any change will apply to future bookings and, where appropriate, to ongoing engagements if required by law. The version of the terms in force at the time the booking is accepted will ordinarily govern that booking, unless a change is required for legal or regulatory reasons. Customers are encouraged to review the terms before confirming any service request.
1. Booking Process
A booking is formed when a customer requests a service, we confirm the appointment, and the relevant details are accepted by both parties. A request may be made by telephone, email, online form, or another approved booking method. All bookings are subject to availability, property access, suitability of the requested work, and confirmation of any necessary information about the premises or items to be cleaned.
Before the appointment, we may ask for information such as the type of carpet, approximate room sizes, the nature of any stains, prior treatments, fibre type, access restrictions, parking limitations, and any known damage or hazards. Accurate information helps us determine the correct equipment, cleaning method, drying expectations, and whether a specific treatment is appropriate. If the information provided is incomplete or inaccurate, we may need to revise the quote, adjust the scope of work, or refuse the service where safe and practical delivery cannot be assured.
Any estimate or quotation provided before inspection is based on the details supplied by the customer. Unless otherwise stated, estimates are not binding until the booking is confirmed and any on-site reassessment has been completed. If the actual conditions differ materially from the information given, including heavy soiling, odour treatment, pet contamination, mould-related concerns, or inaccessible areas, additional charges may apply after discussion and agreement where possible. We will not proceed with materially increased work without attempting to obtain approval, except where required for safety or to prevent damage.
Service Access, Preparation, and Customer Responsibilities
Customers must ensure that the property is reasonably accessible on the agreed date and time. This includes providing access to the relevant rooms, removing fragile items where appropriate, and advising of any restrictions that could affect the work. If parking, loading, lift access, or entry permission is needed, the customer is responsible for arranging this unless we have expressly agreed otherwise.
The customer should ensure that carpets and surrounding areas are free from objects that may obstruct cleaning, and that valuables, delicate items, and personal belongings are secured or moved to a safe location. Where furniture moving is included, it is usually limited to light or manageable items and may exclude heavy, fixed, highly fragile, or unsafe furniture. We may decline to move items that could pose a risk to people or property.
If we cannot gain access at the agreed time, or if the property is not suitably prepared so that the service can proceed safely, we may charge a call-out fee or a proportion of the booking value, depending on the circumstances and the lost time involved. Repeated failed access or unreasonable delays may result in cancellation of the booking and possible refusal of future service requests. Any such charge will be proportionate and reasonable.
2. Payments and Charges
Unless agreed otherwise in writing, payment is due on completion of the service. We may accept cash, card payment, bank transfer, or another approved method. If a deposit is required to secure the booking, this will be disclosed at the time of confirmation. Deposits are generally non-refundable where the cancellation is made late or where work has been reserved specifically for the customer, except where the law requires otherwise.
All charges will be set out as clearly as reasonably possible before work begins. Prices may be based on room count, area size, item type, level of contamination, specialist treatment, minimum booking value, or labour time. Any additional work requested by the customer, or reasonably required because of conditions found on arrival, may increase the final price. We will aim to explain any revised charge before proceeding, although immediate action may be taken where necessary to protect the property or avoid unsafe conditions.
We do not accept responsibility for payment delays caused by a customer’s card issuer, bank, or online payment provider. If an invoice is issued, it must be paid by the due date shown on the invoice unless a different arrangement is agreed in writing. Late payment may result in reasonable recovery costs, statutory interest, or further administrative action permitted under UK law. We may suspend further work until outstanding sums are settled.
Discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn or changed without notice, subject to any booking already confirmed under those specific terms. Where a quote is given based on a limited assessment, it may be revised if the actual work differs from the original assumptions. Any pricing error that is obvious and material may be corrected before the service begins, and we will offer the customer the option to continue at the corrected price or cancel the booking.
3. Cancellations, Rescheduling, and Non-Attendance
Customers may cancel or reschedule a booking by giving reasonable notice. If notice is given sufficiently in advance, no cancellation fee may apply, although any deposit policy stated at the time of booking will still be relevant. Cancellations made at short notice may attract a fee to reflect reserved labour, lost appointment time, and travel preparation. The amount charged will be reasonable and proportionate to the circumstances.
Where a customer repeatedly reschedules or cancels without sufficient notice, we may request advance payment for future appointments or decline to accept further bookings. If we need to cancel or reschedule due to adverse weather, equipment failure, staff illness, safety concerns, or other circumstances beyond our control, we will try to offer a new appointment as soon as reasonably possible. We will not be liable for indirect losses arising from such changes where we have acted reasonably.
Failure by the customer to be present or to provide access at the agreed time may be treated as a late cancellation or non-attendance. In such cases, we may charge a call-out fee, the deposit, or another reasonable amount reflecting the time reserved and costs incurred. If we arrive and are unable to start work because of a problem within the customer’s control, including lack of access or unsafe conditions, we may leave and treat the appointment as cancelled on arrival.
Work Quality, Materials, and Property Conditions
We will use reasonable skill and care in carrying out carpet cleaning services. However, outcomes may vary depending on carpet age, fibre type, previous maintenance, pre-existing wear, dye stability, humidity, prior cleaning history, and the nature of contamination. Some stains may be permanent or may fade only partially, despite the use of appropriate methods. We do not guarantee complete removal of all stains, odours, or marks unless a specific outcome has been expressly agreed in writing and is technically achievable.
Customers should understand that certain carpets may contain pre-existing damage such as fraying, fading, colour loss, pile distortion, shrinkage, glue residue, or weak seams. These conditions may become more visible after cleaning, particularly where embedded dirt has previously disguised them. We are not responsible for pre-existing defects becoming apparent once dirt is removed, provided we have acted with reasonable care and informed the customer where such issues were reasonably identifiable.
If we believe a requested method is unsuitable or could damage the carpet, we may refuse to proceed with that method and suggest an alternative approach. This includes situations involving unstable dyes, delicate fibres, excessive saturation risk, or signs of prior improper treatment. We may also decline to clean items or areas where doing so would likely cause harm, produce unsafe results, or create a significant risk of permanent damage.
4. Liability and Limitations
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we are not responsible for losses that are indirect or consequential, including loss of profit, business interruption, or emotional distress, unless such liability cannot legally be excluded.
Where we are found legally liable for damage to property, our liability will be limited to the reasonable cost of repair or replacement, taking into account the age, condition, and value of the affected item immediately before the incident. We will not be liable for pre-existing defects, hidden damage, normal wear and tear, or deterioration that would have occurred in any event. Any claim should be raised as soon as reasonably possible and, where practicable, before the item is moved or altered further.
We are not responsible for damage caused by information that is inaccurate, incomplete, or withheld by the customer, or by circumstances beyond our control such as water ingress, structural defects, defective flooring, faulty appliances, or pre-existing contamination. Customers are expected to disclose known risks before the service begins. If an item appears fragile or unstable, we may ask the customer to accept the risk before continuing or we may stop work on that item.
While we take care to protect adjoining surfaces and furnishings, some moisture, light marking, or minor disturbance of existing fixtures may occur during normal cleaning processes. Customers should take reasonable steps to protect valuables and sensitive items. We are not liable for losses arising from failure to follow our pre-service advice where that advice was given clearly and reasonably.
5. Waste Regulations, Disposal, and Environmental Matters
We operate in accordance with applicable UK waste and environmental requirements. Any waste arising from the service, including used cloths, packaging, removed debris, or small quantities of contaminated material, will be handled responsibly. Where waste must be removed from the premises, it will be disposed of through appropriate channels and in line with relevant legal obligations. We will not unlawfully deposit, abandon, or misdescribe waste.
Customers remain responsible for the lawful disposal of any household or commercial items that are not part of the service, unless we expressly agree to remove them. If a job involves contaminated material, biohazard-related concerns, excessive debris, or items requiring specialist disposal, we may decline the work or apply additional charges if lawful and practical. We are not a specialist hazardous waste contractor unless explicitly stated in writing.
We may make reasonable decisions about the safest and most environmentally appropriate cleaning products and methods, provided they are suitable for the material and the work requested. Although we may use products designed to reduce environmental impact, we do not guarantee that every product will be free from all potential effects on sensitive surfaces. Customers should inform us of allergies, sensitivities, or specific environmental requirements before the appointment.
6. Complaints, Disputes, and Governing Law
Any concern about the service should be raised as soon as reasonably possible after completion. This allows us to review the matter fairly, including the cleaning method used, the condition of the carpet before work, and any relevant photographs or notes. A complaint should include a clear description of the issue and, where possible, supporting information. We may request a reasonable opportunity to inspect the affected area before any proposed remedy is considered.
Where a complaint is justified, our preferred approach is to re-attend and attempt a remedy using a suitable method, provided this is practical and safe. If a remedy is not possible or not appropriate, any refund or adjustment will be assessed fairly in light of the actual service provided and the extent of any proven shortfall. No refund will be due where the customer’s expectation exceeds what was reasonably achievable for the carpet’s condition or material.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or the booking process will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any provision is held invalid or unenforceable, the remaining provisions will continue in full force and effect.
