Terms and Conditions for Carpet Cleaners Southkensington
These Terms and Conditions set out the basis on which Carpet Cleaners Southkensington provides domestic and commercial carpet cleaning services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any appointment. These terms are intended to be clear, fair and practical, and they apply to all standard and bespoke cleaning services arranged with Southkensington carpet cleaners, whether the booking is made for one room, multiple rooms, stairways, upholstery add-ons or full-property cleaning.
For the purposes of these Terms and Conditions, “we”, “us” and “our” refer to the service provider operating as Carpet Cleaners Southkensington, and “you” or “the customer” refers to the person or business requesting the service. Where a booking is made on behalf of another person, the person placing the order confirms they have authority to do so and will ensure that these terms are shared with the person receiving the service. Any variation to these terms must be agreed in writing by us before the service begins.
These terms form part of the agreement between you and Carpet Cleaners Southkensington. They are designed to protect both parties and to make sure the service is delivered with reasonable care and clarity. We reserve the right to update these terms from time to time, and the version in force at the time of your booking will apply to that booking. If any part of these terms is found to be unenforceable, the remainder will continue in effect.
1. Booking Process
All bookings for carpet cleaning in Southkensington are subject to availability and are confirmed only when we accept the appointment. A booking request may be made by phone, email, message or any other method we make available. When you request a service, you must provide accurate information about the property, the size and type of the items to be cleaned, any access restrictions, and any known stains, damage or special cleaning concerns. The accuracy of this information is important because it allows us to allocate suitable equipment, cleaning solutions and time.
We may give an estimated quotation based on the details you provide. Any quotation is normally based on the surfaces described and assumes average soiling and standard access conditions. If the actual condition of the carpet, rug or upholstery is materially different from the information supplied, we may adjust the price before beginning work or, where appropriate, decline to proceed. A quotation is not a guarantee unless expressly stated as fixed in writing. If you request additional areas or services on the day, these may be added to the booking at our discretion and at the applicable rate.
Once a time and date are agreed, your booking will be treated as provisional until we confirm it. Confirmation may be issued verbally or in writing. You are responsible for ensuring someone aged 18 or over is available to authorise access, approve the work and make payment unless we have agreed otherwise. If parking, permits, building access, concierge arrangements or entry codes are required, you must arrange these in advance and inform us before the appointment. Delay caused by inaccurate access information may result in additional charges or cancellation fees.
2. Payments and Charges
Payment for services is due in full on completion unless we have agreed different credit terms in writing before the service takes place. We accept payment methods that we notify to you at the time of booking or prior to attendance. The customer must ensure that payment can be made promptly once the service has been completed. Where a business customer has been approved for invoicing, invoices are payable within the period stated on the invoice. Failure to pay on time may result in late payment charges, interest and recovery action to the extent permitted by law.
Prices may be based on a number of factors, including the number and size of items cleaned, the condition of the fibres, the level of stain treatment required, the method used, and whether specialist treatments are needed for odour removal, sanitisation or protection. Any price shown before attendance is an estimate unless otherwise stated. If our operative discovers that more time, additional products or specialist equipment are required, we will explain the reason for the change before carrying out extra work, where reasonably practicable.
All charges are stated in pounds sterling and, unless expressly stated otherwise, include VAT where applicable. Any deposit taken to secure a booking may be non-refundable, subject to the cancellation terms below. We may also require payment in advance for larger or high-demand appointments, or where a previous invoice remains unpaid. Carpet cleaning Southkensington services may involve travel, consumable materials and disposal-related costs, all of which can be reflected in the final price where appropriate.
3. Cancellations, Rearrangements and Delays
If you need to cancel or reschedule, please give as much notice as possible. Cancellations made with sufficient notice may not incur a charge, but shorter-notice cancellations may be subject to a fee to cover lost time, allocated staff and preparation costs. If we have reserved a slot specifically for you, or if we have already incurred costs in relation to your booking, we may deduct those costs from any deposit paid or invoice you accordingly. The exact fee will depend on the notice given and the circumstances of the booking.
If we arrive and are unable to complete the service because access is not available, the property is unsafe, the required items are not ready, or the customer is not present when attendance is required, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out charge or cancellation fee may apply. We may also need to postpone the service if weather, transport disruption, equipment failure or other events outside our control prevent us from carrying out the work safely or effectively.
We will make reasonable efforts to attend on time, but any arrival time is an estimate rather than a guarantee unless we have expressly agreed a fixed time window in writing. If we are delayed, we will aim to inform you as soon as reasonably possible. We are not liable for losses caused by minor delays where such delays are due to traffic, operational issues, or circumstances beyond our reasonable control. For booked cleaning services, flexibility with timing may occasionally be necessary to complete the work to a proper standard.
4. Service Standards and Customer Responsibilities
We will carry out the service with reasonable care and skill, using methods and products that are suitable for the materials described to us, subject to the condition of the fibres and the manufacturer’s instructions where available. However, some carpets and fabrics may be delicate, colour-sensitive, water-sensitive or previously damaged, and results can vary. You must tell us about any prior repairs, colour loss, shrinkage, loose seams, worn areas, underlay issues, pet damage or stains caused by bleach, dyes or other chemicals. Carpet Cleaners Southkensington cannot be responsible for hidden defects that could not reasonably be identified beforehand.
Before work starts, you should remove personal valuables, fragile objects and breakables from the areas to be cleaned. Where furniture has to be moved, you must tell us in advance if items are heavy, fixed, assembled in a way that makes movement difficult, or likely to be damaged by relocation. We may decline to move certain items, or may only move them on the basis that you accept the associated risk. You should also ensure that electricity, water and reasonable workspace are available for the service.
Drying times depend on ventilation, temperature, carpet type and the extent of cleaning required. We may provide general advice about aftercare, but you remain responsible for protecting the cleaned areas until fully dry. Where doors, windows or heating systems are needed to assist drying, you should use them in a safe and appropriate manner. Any instructions we give on the day are intended to help achieve a better result and reduce the risk of re-soiling or marking.
5. Liability and Limitations
Our liability is limited to direct loss or damage caused by our proven negligence, breach of contract or failure to use reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation. However, to the fullest extent permitted by law, we will not be responsible for indirect losses, loss of profit, loss of business, loss of opportunity, or any consequential damage arising from the service.
Where a claim is made concerning damage or unsatisfactory results, you must notify us as soon as reasonably possible and allow us a fair opportunity to inspect the issue and, where appropriate, attempt a remedy. We may choose to re-clean the relevant area, offer a partial reduction, or take other reasonable steps to resolve the matter. We are not responsible for pre-existing wear, hidden damage, defects caused by manufacturing faults, or any deterioration that occurs because the carpet or fabric was already in poor condition.
To the extent permitted by law, our total liability for any single claim or series of related claims will not exceed the amount paid, or payable, for the service giving rise to the claim. Nothing in these terms affects your statutory rights as a consumer. If you are a business customer, you acknowledge that certain exclusions and limitations are reasonable and reflect the commercial nature of the service provided by Southkensington carpet cleaners.
6. Waste Regulations, Disposal and Environmental Care
Waste created during the provision of our services, such as used cloths, disposable materials, protective coverings, extracted residues and packaging, will be managed in line with applicable UK waste and environmental requirements. We will dispose of waste responsibly and, where practical, use methods intended to minimise unnecessary environmental impact. If specialist waste handling is required because of contamination, excessive soiling or the presence of hazardous material, additional charges may apply and the work may be subject to further conditions.
You must tell us in advance if there is any contamination that may affect health, safety or disposal requirements, including mould, bodily fluids, animal waste, chemicals, oil, or other potentially hazardous substances. We reserve the right to refuse or stop work if we reasonably believe that the condition of the property or the materials to be cleaned presents a risk, requires specialist treatment beyond our normal service, or would create a breach of applicable waste or safety rules. In such cases, charges already incurred may still apply.
Where we remove waste or contaminated materials from the property as part of the agreed service, title to such waste passes to us only to the extent necessary for lawful handling and disposal. We may not remove items that are not included in the agreed scope without prior consent. Customers should not place prohibited or unsafe items in areas intended for cleaning. Compliance with waste rules is a shared responsibility, and any failure by the customer to disclose relevant hazards may affect the availability of the service and any remedy.
7. Complaints, Remedies and General Terms
If you are unhappy with any aspect of the service, you should notify us promptly and provide reasonable detail about the issue. We may ask for photographs, a description of the area affected, and information about when the issue was first noticed. This allows us to assess the matter fairly and decide whether a re-attendance, adjustment or other remedy is appropriate. Any attempt to alter, re-clean or treat the area by another party before we have had the chance to inspect it may affect the availability of a remedy.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the services provided by Carpet Cleaners Southkensington will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any clause is found invalid or unenforceable, that clause will be severed and the rest of the agreement will remain in full force.
We may assign or transfer our rights and obligations under these terms where reasonably necessary, provided this does not materially reduce your rights. You may not assign your rights without our written consent. No failure or delay by us in enforcing any provision shall be treated as a waiver of that provision. These terms, together with the booking confirmation and any written variations, represent the entire agreement between the parties in relation to the relevant service.