Kingston upon Thames Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Kingston upon Thames Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers within its normal service areas. By booking or accepting a service, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Kingston upon Thames Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or organisation requesting or receiving services from Kingston upon Thames Carpet Cleaners.
Company means Kingston upon Thames Carpet Cleaners.
Services means carpet, rug, upholstery, mattress, hard floor and other cleaning or related services supplied by the Company as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Technician means an employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional cleaning services at domestic and commercial Premises within its operating area. The specific Services to be provided will be agreed at the time of booking and confirmed in the booking confirmation. Any additional Services requested on site will be subject to availability and may incur extra charges.
The Company reserves the right to decline any booking or to refuse to carry out any work that it considers to be unsafe, unsuitable, unlawful, or outside the scope of its usual operations.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels. At the time of booking, the Customer must provide accurate information, including the location of the Premises, type and approximate size of areas or items to be cleaned, access arrangements, and any special requirements.
The Company may provide an estimate based on the information supplied by the Customer. This estimate is not a fixed price and may be adjusted on site if the actual condition, size or nature of the work differs from the information provided at the time of booking.
A booking is only confirmed when the Company issues a confirmation and, where applicable, the Customer has paid any required deposit. The Company will use reasonable efforts to attend at the agreed date and time, but all appointment times are approximate and subject to change for reasons beyond the Company’s control.
4. Customer Obligations
The Customer is responsible for:
Ensuring that the Premises is accessible to the Technician at the agreed time, including arranging parking where necessary and complying with any parking regulations or building rules.
Providing safe working conditions, including running water, electricity, adequate lighting and safe access to all areas to be cleaned.
Removing fragile, valuable or sentimental items from the areas to be cleaned, and informing the Technician of any items or surfaces that are particularly delicate, damaged, unstable or of high value.
Ensuring that the Premises are free from hazards, including infestation, exposed wiring, or biological risks such as human or animal waste, needles or other sharps.
The Company reserves the right to charge for waiting time, additional labour, or to cancel the visit with a fee if access is not available or the conditions at the Premises are unsafe.
5. Pricing and Payment
The Company’s prices are based on the type of Service, estimated time, size of the areas or items, and current condition. Prices may be provided as a fixed quotation or as an estimate. Where an estimate is provided, the final price will be confirmed on site before work commences.
Unless otherwise agreed in writing, payment is due immediately on completion of the Services. The Company accepts common UK payment methods as made available from time to time. For some bookings, the Company may require full or partial payment in advance or may place a pre-authorisation on a payment card prior to the appointment.
For commercial Customers, different payment terms may be agreed in writing. If payment is not received by the due date, the Company reserves the right to charge interest on overdue sums at the statutory rate and to recover all reasonable costs of collection.
6. Deposits and Advance Payments
The Company may require a deposit or full prepayment for certain bookings, including larger jobs, multiple property appointments, or Services scheduled at peak times. Any required deposit or advance payment will be confirmed at the time of booking.
If the Customer cancels or changes a booking that is subject to a deposit, the Company’s cancellation terms will apply and all or part of the deposit may be retained to cover costs and lost opportunity.
7. Cancellations and Changes by the Customer
The Customer may cancel or amend a booking by giving notice to the Company. The following cancellation terms apply unless otherwise agreed in writing:
If the Customer cancels more than 48 hours before the scheduled appointment time, any deposit paid may be refunded or transferred to a new booking, at the Company’s discretion.
If the Customer cancels within 24 to 48 hours of the scheduled appointment time, the Company reserves the right to retain part or all of any deposit or to charge a cancellation fee equivalent to a reasonable proportion of the quoted price.
If the Customer cancels within 24 hours of the scheduled appointment time, or if the Technician is unable to gain access to the Premises, or if the Customer is not present where required and has not arranged access, the Company may charge a cancellation fee up to the full value of the booking.
Requests to reschedule appointments are subject to availability. The Company will make reasonable efforts to accommodate changes but cannot guarantee specific dates or times.
8. Cancellations and Changes by the Company
The Company will use reasonable endeavours to attend bookings as scheduled. However, the Company may cancel or reschedule a booking where necessary due to circumstances such as severe weather, illness, vehicle breakdown, unforeseen technical issues, or other events beyond its reasonable control.
Where possible, the Company will give the Customer as much notice as is reasonably practicable and will offer an alternative appointment. The Company will not be liable for any loss arising from such cancellations or rescheduling, other than refunding any prepayments made for Services not provided.
9. Service Limitations and Results
All Services are carried out using reasonable care and skill and using methods and products considered suitable by the Company. However, the results of cleaning can be affected by factors outside the Company’s control, including age, wear, type of fibre or surface, prior staining, previous cleaning methods and permanent damage.
The Company does not guarantee the removal of all stains or odours. Certain stains may be permanent and some odours may require multiple treatments or may not be completely removable. The Customer acknowledges that some materials may change in appearance after cleaning and that wear, fading or shading may become more visible.
10. Damage and Liability
The Company will take reasonable care when carrying out the Services. If accidental damage occurs as a direct result of the Company’s negligence, the Customer must notify the Technician immediately and in any event within 24 hours of completion of the work.
The Company’s liability for loss or damage is limited to the cost of repair or cleaning, or the current value of the item, whichever is lower, and in any event will not exceed the amount paid or payable by the Customer for the relevant Services. The Company is not liable for:
Pre-existing damage, staining, wear, fading, loose seams, fraying, shrinkage or discolouration.
Damage or issues arising from defects in materials, poor installation, improper manufacture or previous cleaning by others.
Any indirect or consequential loss, including loss of profit, loss of opportunity, loss of enjoyment, or loss relating to the Customer’s business operations.
Liability for personal items left in or on furniture, carpets or other areas to be cleaned remains with the Customer. The Customer is responsible for removing such items before the start of the Service.
11. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Service, the Customer must contact the Company as soon as possible and in any event within 24 hours of completion. The Company may request photographs or further information and may at its discretion arrange a revisit to inspect or rectify the issue.
The Company’s obligation will be limited to rectifying any genuine issues with the quality of the Service, where reasonably possible. This may include re-cleaning specific areas. Refunds or partial refunds will only be considered where a reasonable opportunity to remedy the issue has been offered and declined or has failed.
12. Waste Handling and Environmental Compliance
The Company operates in accordance with applicable UK waste and environmental regulations. During the provision of Services, the Company will manage wastewater and any waste products in a safe and lawful manner.
Where wastewater is generated, the Technician will, where practicable, discharge it into appropriate domestic or commercial drainage systems at the Premises, such as toilets or suitable drains, in line with local regulations. The Customer agrees to allow access to such facilities for this purpose.
Where the removal of physical waste, such as old carpets, underlay, large quantities of debris or hazardous waste is required, this must be agreed in advance and may incur additional charges. The Company does not normally remove large volumes of waste or hazardous materials as part of its standard Services.
The Customer is responsible for informing the Company of any known contamination, such as chemical spills or biological hazards. The Company reserves the right to refuse to handle any waste that it considers unsafe, unlawful or beyond its usual operations, and may refer the Customer to a licensed waste carrier where appropriate.
13. Health and Safety
The Company follows reasonable health and safety procedures while carrying out the Services. Certain areas may remain damp or slippery for a period after cleaning and the Customer is responsible for ensuring that people at the Premises, including children, visitors and pets, are kept away from work areas until they are safe and dry.
The Customer must inform the Technician of any known allergies or sensitivities to cleaning products before the Service begins. The Company can often offer alternative products, but cannot guarantee that all reactions are avoidable.
14. Keys and Security
Where the Customer provides keys or access codes, the Company will take reasonable care to keep them secure and to return keys at the end of the Service. The Customer is responsible for ensuring that any access arrangements comply with their own building or insurance requirements.
The Company shall not be liable for any loss arising from the provision of keys, alarms or access codes beyond the replacement cost of keys lost due to the Company’s negligence.
15. Use of Customer Data
The Company will collect and process personal information about the Customer for the purposes of arranging and providing Services, processing payments, and managing bookings and communications. The Company will take reasonable steps to keep such information secure and will only retain it for as long as necessary for legitimate business purposes or as required by law.
16. Force Majeure
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. This includes, without limitation, extreme weather, flooding, fire, acts of government, public health incidents, transport disruptions, strikes, or breakdown of equipment where reasonable maintenance has been carried out.
17. Variation of Terms
The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Updated terms may be made available by the Company on request or via its usual communication channels.
18. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
19. 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 or formation, shall be governed by and construed in accordance with the laws of England and Wales.
You and the Company 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 provision of the Services.
20. Entire Agreement
These Terms and Conditions, together with any written quotation, booking confirmation or other document expressly agreed between the Customer and the Company, constitute the entire agreement between the parties and supersede all prior discussions, correspondence and understandings relating to the provision of the Services.
