Carpet Cleaners South Kensington Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners South Kensington provides professional carpet, upholstery and related cleaning services to residential and commercial customers within its operating area. By placing a booking, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Carpet Cleaners South Kensington.

1. Definitions

In these Terms and Conditions, the following expressions will have the meanings indicated:

Customer means the individual or organisation booking or receiving services from Carpet Cleaners South Kensington.

Company means Carpet Cleaners South Kensington, the cleaning service provider.

Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning or stain treatment work undertaken by the Company, including any additional services agreed between the parties.

Premises means the property, building, room or location where the Services are to be carried out.

Technician means any employee, contractor or representative of the Company who carries out the Services.

Agreement means the contract between the Customer and the Company, comprising these Terms and Conditions and the specific details of the booking.

2. Scope of Services

The Company will provide the Services as agreed at the time of booking and confirmed in the booking confirmation. The precise scope of the work will depend on the condition of the items to be cleaned, access to the Premises and any limitations explained by the Customer.

The Company reserves the right to decline work that it considers unsafe, unsuitable or beyond the reasonable capability of standard cleaning methods, including but not limited to severe contamination, structural damage or hazardous materials.

All Services are provided for general cleaning and appearance improvement. The Company does not guarantee complete stain removal, odour removal or restoration of items to a like-new condition, particularly where fibres, fabrics or materials are aged, worn, permanently damaged or discoloured.

3. Booking Process

Bookings may be made by the Customer through the Companys designated booking channels. At the time of booking, the Customer must provide accurate information regarding the type of service required, the number and approximate sizes of rooms or items, the condition of carpets or fabrics, parking availability, access arrangements and any known issues such as heavy staining, infestation, water damage or pet contamination.

The Company may provide an estimated quote based on the information supplied. This estimate may be revised on arrival at the Premises if the actual condition, size or complexity differs from the information originally provided. Any adjustment to the price will be discussed with the Customer before work commences, wherever reasonably possible.

A booking is considered accepted only when confirmed by the Company. The Company may refuse or cancel a booking at its reasonable discretion, for example where resources are unavailable, the location is outside the service area or the work falls outside the scope of the Services offered.

4. Customer Responsibilities

The Customer is responsible for:

Ensuring that the Premises are accessible at the agreed time, including arranging keys, entry codes or concierge access where applicable.

Providing access to electricity, running water and adequate lighting throughout the duration of the Services.

Securing or removing fragile items, valuables, breakables and personal belongings from the areas to be cleaned.

Notifying the Company in advance of any existing damage, wear, stains, burns, loose fittings, insecure carpets, colour instability, shrinkage risks or other known issues which may affect the outcome of the Services.

Ensuring that children, pets and other occupants do not interfere with the work being carried out and are kept at a safe distance from equipment, cables, chemicals and wet surfaces.

Providing free and suitable parking for the Companys vehicle as close to the Premises as reasonably possible. Any parking charges, permits or fines arising from the provision of the Services may be charged to the Customer where caused by inaccurate information or failure to arrange suitable parking.

5. Prices and Quotations

Prices for Services are generally quoted per room, per item, per area or on an hourly or fixed project basis as indicated at the time of booking. All prices are given in pounds sterling and may be subject to applicable taxes.

Any quotation provided by the Company is based on the information available at the time and is not a binding offer if the circumstances materially differ on inspection. If additional work, treatment or time is required, the Company will seek the Customers approval for any price amendment before proceeding.

The Company reserves the right to change its pricing structure and rates at any time. Changes will not affect confirmed bookings already accepted by the Company, unless the booking details are subsequently modified by the Customer.

6. Payments and Charges

Payment terms will be explained at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services on the day they are provided.

The Company may accept various forms of payment, which may include card payments, bank transfers or cash, subject to the options made available. The Customer is responsible for ensuring that cleared funds are available and that payment is made in full without set-off, counterclaim or deduction.

For commercial Customers or larger projects, the Company may issue invoices with specified payment terms. Late payment may incur interest and reasonable recovery costs in accordance with applicable UK law.

If the Customer fails to pay any sum due, the Company may suspend or refuse further Services until payment is received in full and may seek recovery of all sums due, including any associated legal or collection costs.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless stated otherwise at the time of booking, the following will apply:

If the Customer cancels or significantly alters a booking with at least 48 hours notice before the scheduled start time, no cancellation fee will normally be charged.

If the Customer cancels, reduces or postpones a booking with less than 48 hours notice, the Company may charge a cancellation fee, which may be up to a reasonable proportion of the quoted price to cover the loss of the booking slot, travel planning and administrative costs.

If the Technician attends the Premises at the agreed time and is unable to gain access, or the work cannot be carried out due to the Customers failure to provide access, utilities or safe working conditions, the visit may be treated as a late cancellation and a call-out or cancellation charge may apply.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to sickness, vehicle breakdown, severe weather, accidents, emergencies, or unavailability of staff or equipment. In such cases, the Company will aim to offer an alternative appointment as soon as practicable and will not be liable for any indirect or consequential losses arising from such changes.

8. Service Standards and Limitations

The Company will carry out the Services with reasonable skill and care, using techniques and products appropriate for the type of fibres and materials as far as this can be ascertained from visual inspection and any information supplied by the Customer.

The Customer acknowledges that:

Certain stains and odours, including but not limited to those caused by permanent dyes, bleaching agents, sunlight, pet urine, heavy soiling or chemical damage, may not be fully removable by cleaning.

Existing damage such as loose seams, fraying, colour loss, wear, burns, rips, shrinkage or weakened fabrics may be revealed or appear more visible after cleaning.

Drying times may vary depending on ventilation, temperature, humidity, pile depth and fabric type, and the Company does not guarantee specific drying times.

The Company is not responsible for any issues resulting from failure to follow aftercare advice such as walking on newly cleaned carpets with soiled footwear, replacing furniture on damp surfaces without protection or opening and closing windows contrary to instructions.

9. Damage, Liability and Insurance

The Company will take reasonable care to avoid damage to property and belongings during the provision of the Services. The Customer must draw attention to any areas of concern, pre-existing damage or items of particular fragility before work begins.

If the Customer believes that the Company has caused damage, the Customer must notify the Company as soon as reasonably possible and in any event within 48 hours of the Services being completed. The Customer must provide a clear description of the alleged damage and, where possible, photographs or supporting evidence, and must allow the Company a reasonable opportunity to inspect and, if appropriate, remedy the situation.

The Companys liability for loss or damage arising from the provision of the Services is limited to the reasonable cost of repair or cleaning of the affected item, or where replacement is necessary, to the current fair market value of the item, subject always to proof of value and ownership. The Company is not liable for wear and tear, pre-existing damage, latent defects, or damage arising from inaccurate information supplied by the Customer.

To the fullest extent permitted by law, the Company will not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of use, loss of opportunity, or any costs resulting from delays, unless the law prevents such exclusion.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded under UK law.

10. Waste Handling and Environmental Regulations

The Company will handle and dispose of waste generated in the normal course of providing the Services in accordance with applicable waste and environmental regulations.

Standard waste arising from the cleaning process, such as used solutions collected by extraction equipment and general debris, will be managed in line with industry practices and relevant local requirements. Where the nature of contamination requires special handling, such as biohazardous or hazardous waste, the Company may decline the work or may require an additional charge to cover compliant removal, transport and disposal.

The Customer is responsible for informing the Company, prior to the commencement of the Services, if any area or item has been contaminated by materials that may require specialist treatment, including but not limited to bodily fluids, chemicals, asbestos, sharps or pest infestation. Failure to disclose such information may result in additional charges and may limit the Companys liability in respect of any resulting issues.

The Customer must not request or require the Company to dispose of waste in a manner that breaches environmental or waste management laws. The Company reserves the right to refuse any instruction that may be non-compliant or unsafe.

11. Complaints and Claims

If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible and, in any event, within 48 hours of completion of the work. The Company will investigate the complaint and may request photographs, details of the issue and an opportunity to revisit the Premises to assess the situation.

Where a complaint is found to be justified, the Company may, at its discretion and where feasible, offer a re-clean of the affected area, a partial refund, or another appropriate remedy. Any remedy will take account of the age and condition of the items cleaned and the inherent limitations of cleaning processes.

12. Health and Safety

The Company follows reasonable health and safety practices in the provision of the Services. Technicians may decline to work in conditions that present a risk to health and safety, including but not limited to unsafe electrical installations, aggressive behaviour, illegal activities, severe infestation or hazardous materials.

The Customer must ensure that the Premises are safe, that walkways are clear of obstructions where work is being carried out, and that any relevant safety information is communicated to the Technician on arrival.

13. Data Protection and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, administering payments, improving service quality and meeting legal obligations. Such data may include the Customers name, address, contact details, service history and payment information.

The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to keep such data secure. Personal data will not be sold to third parties. It may, however, be shared with trusted service providers where necessary to process payments, manage bookings or comply with legal requirements.

14. Force Majeure

The Company will not be liable for any delay in performing, or failure to perform, its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, epidemics, strikes, lockouts, transport disruption, acts of terrorism or compliance with any law or governmental order.

15. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that particular Agreement. Customers are encouraged to review the current Terms and Conditions when making a new booking.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any Agreement arising from them, are governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms and Conditions, including any question regarding their existence, validity or termination, will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory law provides otherwise.

17. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any specific written variations agreed between the Company and the Customer, constitute the entire agreement between the parties in relation to the provision of the Services and supersede any prior discussions, representations or understandings, whether written or oral.

By confirming a booking and allowing the Company to commence work, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.