Service Terms and Conditions for Carpet Cleaning Kingston
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Carpet Cleaning Kingston to residential and commercial customers within its service area in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company who requests or purchases services from Carpet Cleaning Kingston.
Company, we, us or our means Carpet Cleaning Kingston, the cleaning service provider.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning service provided by the Company, including any additional or specialised treatments as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services, whether made by telephone, online form, or other accepted method.
2. Scope of Services
Carpet Cleaning Kingston provides carpet, upholstery and related cleaning services within its designated service areas in and around Kingston and nearby localities. The specific Services to be provided will be as described in the booking confirmation, quotation or invoice issued to the Customer.
All Services are subject to availability of staff, equipment and products. The Company reserves the right to refuse or cancel a Booking at its discretion, including where the Premises are considered unsafe, inaccessible, or unsuitable for the provision of the Services.
3. Booking Process
3.1 Bookings can be made by contacting the Company through its approved communication channels or completing any online booking or enquiry forms made available by the Company.
3.2 When making a Booking, the Customer must provide accurate details, including the address of the Premises, type and size of areas or items to be cleaned, preferred dates and times, access information, and any relevant information regarding stains, damage, pets or special requirements.
3.3 Any quotation provided prior to inspection is based on the information supplied by the Customer and is subject to change if the information is incomplete, inaccurate or if the actual condition or size of the items or areas differs from what was described.
3.4 A Booking is not confirmed until it has been accepted by the Company and a date and time have been agreed. The Company may issue a written or electronic confirmation summarising the Services, estimated charges and any special terms.
3.5 The Customer is responsible for ensuring that all necessary permissions have been obtained for the Company to access and work at the Premises, including any building management or landlord permissions where applicable.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Company has safe and adequate access to the Premises at the agreed time. This includes arranging suitable parking where possible and notifying the Company in advance of any restrictions such as controlled parking zones, congestion charges, security gates or entry codes.
4.2 The Customer must ensure that the areas or items to be cleaned are reasonably clear and accessible. Small furniture items should be moved where possible, and fragile or valuable items should be safely stored away prior to the arrival of the cleaning team.
4.3 The Customer must inform the Company of any known hazards at the Premises, including loose flooring, electrical issues, water leaks, alarm systems, or health risks.
4.4 The Customer must ensure that electricity and water are available at the Premises for the duration of the Services unless otherwise agreed. If essential utilities are not available, the Company may treat the visit as a late cancellation and charge in accordance with these terms.
5. Pricing, Quotations and Payments
5.1 Prices for Services will be provided by way of quotation, price list, or estimate. All prices are in pounds sterling and are inclusive or exclusive of value added tax as stated in the quotation or invoice.
5.2 Quotations are based on the information provided by the Customer and are valid for a limited period as specified by the Company. The Company reserves the right to revise a quotation if the information provided is inaccurate or if additional work is required.
5.3 The final price may vary from any initial quotation if, upon arrival, the Company identifies additional areas, items or treatments required, excessive soiling, or conditions which require extra time, materials or specialist procedures. Any significant variation will be discussed with the Customer where reasonably possible before proceeding.
5.4 Unless otherwise agreed, payment is due on completion of the Services on the day of the visit. The Company may request a deposit or full prepayment to secure a Booking, particularly for larger jobs or commercial work.
5.5 The Company accepts various methods of payment as advised to the Customer at the time of booking or invoicing. The Customer must ensure funds are available and that payment can be made promptly.
5.6 In the case of commercial Customers or account Customers, payment terms will be specified on the invoice. If no specific terms are stated, payment is due within 14 days of the invoice date.
5.7 The Company reserves the right to charge interest on overdue amounts at the statutory rate permitted under UK law and to recover reasonable costs incurred in pursuing late payments.
6. Cancellations, Rescheduling and Missed Appointments
6.1 The Customer may cancel or reschedule a Booking by providing reasonable notice to the Company. Unless otherwise agreed, a minimum of 24 hours notice before the scheduled start time is required to avoid cancellation charges.
6.2 If the Customer cancels or reschedules with less than 24 hours notice, the Company may apply a cancellation fee, which may be up to a specified percentage of the quoted service price or a minimum callout charge.
6.3 If the Customer fails to provide access to the Premises at the agreed time, or if the cleaning team is unable to carry out the Services for reasons within the Customer's control, the Company may treat this as a late cancellation and apply the relevant fee.
6.4 The Company will use reasonable efforts to attend the Premises at the agreed time, but timing is not guaranteed. The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to staff illness, vehicle breakdown, severe weather, or unforeseen operational issues. In such cases, the Company will offer an alternative appointment and will not be liable for any consequential loss.
7. Standards of Service and Limitations
7.1 The Company aims to provide Services with reasonable care and skill, in accordance with industry standards for carpet and upholstery cleaning.
7.2 While every effort will be made to remove or reduce stains, spots and odours, the Company cannot guarantee complete removal in all cases. The success of stain removal depends on the type of stain, duration, previous treatments, fibre type and other factors beyond the Company's control.
7.3 The Customer acknowledges that some stains may be permanent and that certain cleaning processes may reveal pre-existing wear, damage or colour loss that was not previously visible due to soiling.
7.4 The Customer is responsible for notifying the Company of any known colour fastness issues, previous damage, or manufacturer's cleaning instructions for carpets, rugs or upholstery. The Company will not be liable for damage resulting from undisclosed factors.
8. Customer Inspection and Complaints
8.1 The Customer is encouraged to inspect the work upon completion while the cleaning team is still on site. Any concerns should be raised immediately so that they can be addressed where possible.
8.2 If the Customer is not present at completion, any complaints regarding the quality of the Services must be made as soon as reasonably practicable. The Company may request photographs or a description of the issue and, where appropriate, may arrange a return visit to inspect or rectify the problem.
8.3 The Company's liability in relation to any justified complaint will be limited to carrying out additional cleaning, offering a partial refund, or a combination of these measures, as the Company deems appropriate in the circumstances.
9. Liability and Insurance
9.1 The Company will exercise reasonable care when providing the Services and will maintain appropriate public liability and, where applicable, employer's liability insurance as required by UK law.
9.2 The Company will not be liable for any indirect, consequential or purely economic loss, including loss of profit, loss of business, or loss of opportunity arising out of or in connection with the provision of the Services.
9.3 The Company will not be responsible for any pre-existing damage, wear, fading, or deterioration of carpets, rugs, upholstery, or other items, nor for defects which become apparent as a result of the cleaning process.
9.4 The Customer must remove or secure any fragile, valuable or irreplaceable items from the areas where the Services are to be carried out. The Company's liability for damage to items not removed or secured will be limited.
9.5 Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot lawfully be limited or excluded.
10. Health, Safety and Waste Regulations
10.1 The Company will conduct its operations in accordance with applicable UK health and safety legislation and industry guidance. Cleaning products and equipment will be used in a manner intended to minimise risks to people, pets and property.
10.2 The Customer must keep children and pets away from the work areas during and immediately after the cleaning process, especially while carpets and upholstery are still damp or while equipment is in use.
10.3 All cleaning solutions and waste generated by the Services will be handled and disposed of in compliance with relevant UK environmental and waste regulations. Where necessary, wastewater will be collected and disposed of through appropriate drainage or facilities as permitted by local regulations.
10.4 The Customer must not request the Company to dispose of any hazardous or prohibited substances. If such substances are encountered, the Company may suspend the Services and require the Customer to arrange appropriate specialist disposal.
11. Damage to Property
11.1 The Company will take reasonable precautions to protect the Customer's property. In the unlikely event of accidental damage caused by the Company, the Customer must notify the Company as soon as reasonably practicable and, in any event, within a reasonable time of discovering the damage.
11.2 The Company reserves the right to arrange for repair or replacement of damaged items using its chosen contractors or suppliers. Any such repair or replacement will represent full and final settlement of the Company's liability in relation to the damage.
12. Force Majeure
12.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of terrorism, strikes, pandemics, transport disruptions, or power failures.
13. Privacy and Data Protection
13.1 The Company will collect and process personal information about the Customer for the purposes of managing Bookings, providing Services, handling payments and customer service, and meeting legal obligations.
13.2 The Company will handle personal data in accordance with applicable UK data protection laws. Personal data will only be shared with third parties where necessary to provide the Services, to process payments, or to comply with legal or regulatory requirements.
14. Amendments to Terms and Conditions
14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated and will apply to Bookings made after that date.
14.2 The version of the Terms and Conditions that applies to a particular Booking will generally be the version in force on the date the Booking was confirmed.
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 that arises out of or in connection with these Terms and Conditions or the provision of the Services.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed removed, but the remaining provisions will continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with any written booking confirmation or quotation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all prior discussions, correspondence or understandings.
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