Kentishtown Carpet Cleaners – Service Terms and Conditions

These Terms and Conditions set out the basis on which Kentishtown Carpet Cleaners provides professional carpet cleaning and related fabric care services to residential and commercial customers in the United Kingdom. By making a booking, confirming an appointment, or allowing our team to start work, you agree to these terms. Please read them carefully before instructing us. These terms are intended to create a fair, clear, and practical framework for the services we provide, including the booking process, pricing, payment, cancellations, liability, and compliance with applicable waste regulations.

For the purposes of these terms, the words “we”, “us”, and “our” refer to Kentishtown Carpet Cleaners, and the words “you” and “your” refer to the customer, client, or property owner/occupier placing the booking. Where a service is booked on behalf of another person or business, the person making the booking confirms that they have the authority to accept these terms for that party. If any part of these terms is found unenforceable, the remaining provisions will continue to apply.

We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is necessary for safety or operational reasons. No variation to these terms will be valid unless agreed by us in writing. Any wording in a quotation, booking confirmation, or written notice should be read together with these terms, and if there is any inconsistency, the written quotation or confirmation may take priority only where expressly stated.

1. Booking Process

All bookings are subject to availability and acceptance by Kentishtown Carpet Cleaners. A booking is not confirmed until we have acknowledged the request and, where applicable, received any required deposit or upfront payment. We may ask for details including the number of rooms, carpet type, stain concerns, access conditions, parking limitations, and whether any special treatment is required. Accurate information helps us price and schedule the job properly. If the information provided is incomplete or incorrect, the final price, timing, or scope of work may need to be adjusted.

Where we provide a quotation, it will usually be based on the information available at the time. Quotations may be estimates rather than fixed prices unless stated otherwise. A quoted price can change if the actual work differs from the description supplied during booking, if additional rooms or areas are added, if the condition of the carpet is significantly worse than described, or if special equipment, chemicals, or extra labour are required. We will try to explain any material change before proceeding.

It is your responsibility to ensure that the property is ready for the agreed appointment. This includes providing safe access, sufficient working space, access to electricity and water if needed, and moving fragile or valuable items where appropriate. If our team arrives and cannot carry out the service because access is blocked, the property is unsuitable, or essential preparation has not been completed, we may charge a call-out fee or an aborted visit fee. We may also reschedule at our discretion, subject to availability.

2. Service Scope and Customer Responsibilities

Our services may include carpet cleaning, stain treatment, deodorising, upholstery-related fabric care, and other agreed cleaning tasks. The exact scope will be based on the booking details and confirmed by us in writing where possible. We are not obliged to carry out work that has not been agreed in advance. Any additional work requested on the day is subject to assessment, availability, and extra charges.

You must remove small personal items, pets, breakables, and any items that may be damaged by cleaning equipment or moisture. We recommend that you disclose any known issues such as loose seams, pre-existing damage, colour fading, water sensitivity, underlay problems, or prior cleaning attempts. While we take reasonable care, some carpets and fabrics may react unpredictably to cleaning solutions, water, heat, or agitation. Natural fibres, aged materials, and delicate finishes may be especially vulnerable.

We reserve the right to refuse or stop work if the condition of the carpet, the environment, or the safety of our staff makes the service impractical or unsafe. This may include severe contamination, infestation, hazardous waste, structural risks, electrical dangers, or unsanitary conditions. If work is refused or stopped for such reasons, we may still charge for travel, inspection, or any work already performed.

3. Payments and Charges

Prices may be displayed as fixed rates, minimum charges, itemised quotations, or calculated prices based on size, condition, and service type. Unless we state otherwise, all charges are in pounds sterling and may be subject to VAT where applicable. Any parking charges, congestion-related costs, permit fees, or special access costs reasonably incurred in connection with the job may be added to the final invoice if they are not included in the original quote.

Payment terms will be confirmed at the time of booking or in the quotation. We may require a deposit to secure a slot, and we may require full payment before, during, or immediately after completion depending on the nature of the job. For larger commercial or repeat contracts, different payment terms may be agreed in writing. Unless otherwise stated, payment is due on completion of the service and must be made using the accepted methods notified by us.

If payment is not made on time, we may charge reasonable late payment costs and interest to the extent permitted by law, especially for business customers. We may also suspend future bookings until outstanding sums are settled. If debt recovery action becomes necessary, you will be responsible for the reasonable costs we incur in pursuing unpaid amounts, provided those costs are recoverable under applicable law.

4. Cancellations, Rescheduling and Non-Attendance

You may cancel or reschedule a booking by giving us notice as soon as possible. Where a cancellation is made within a reasonable time before the appointment, we will usually try to rearrange the service without penalty, subject to availability. However, if you cancel late, fail to attend, or do not provide access when our team arrives, we may charge a cancellation fee, especially where time has been reserved specifically for your appointment or materials have already been prepared.

If we need to cancel or reschedule due to staff illness, equipment failure, unsafe conditions, weather disruption, or other circumstances beyond our reasonable control, we will contact you as soon as reasonably practicable and offer a new appointment. We are not responsible for indirect losses caused by a rescheduled visit, but we will act reasonably and in good faith to minimise inconvenience. Any deposit already paid may be transferred to the new date unless we agree otherwise.

Repeated changes, late access, or failure to prepare the property may lead to increased charges or refusal of future bookings. Where a customer is consistently unable to meet agreed appointment conditions, we may decline further work. This is intended to protect service quality and efficient scheduling for all customers.

5. Liability and Limitations

We will carry out our services with reasonable care and skill, using methods and materials we consider suitable for the job. However, carpet cleaning is not an exact science, and results may vary depending on fabric type, pile structure, age, prior wear, staining, and previous treatment history. No guarantee is given that every stain, odour, or mark can be completely removed. Some stains may be permanent or may reappear after drying if they have penetrated deeply into the fibres or backing.

We are not liable for pre-existing damage, deterioration caused by age or use, hidden faults, manufacturer defects, or adverse reactions caused by materials that were not properly disclosed to us. You are responsible for informing us of any special care instructions supplied by the manufacturer or retailer. If you request cleaning methods that differ from our recommendation, you accept the associated risk to the extent permitted by law.

Our liability for loss or damage caused directly by our negligence is limited to the lesser of the cost of repairing the affected item or the amount paid for the specific service giving rise to the claim, except where such limitation is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

We are not responsible for indirect or consequential losses such as loss of profit, business interruption, emotional distress, or loss of enjoyment, except where required by law. Customers are encouraged to remove valuable items and maintain appropriate insurance cover for their property. If you believe damage has occurred, you must notify us promptly so that we can inspect the issue and consider a remedy.

6. Waste Handling and Environmental Compliance

We operate in accordance with applicable UK waste management and environmental requirements. During carpet cleaning, waste may include wastewater, removed debris, contaminated cloths, packaging, and disposable materials. We will handle and dispose of such waste responsibly and in line with relevant legislation and local disposal rules. Where waste must be removed from the property, we may use licensed carriers or approved disposal routes where required.

You must not ask us to dispose of controlled, hazardous, or illegal materials unless we have expressly agreed in writing and are legally permitted to do so. If such materials are discovered on-site, we may stop work and leave the property if necessary for health, safety, or compliance reasons. Any extra costs associated with lawful segregation, handling, transport, or disposal of unusual waste may be charged separately.

You agree to provide a safe and lawful working environment. If our team encounters contaminated materials, biohazards, needles, sharp objects, mould of a serious nature, chemicals, or animal waste, we may refuse to continue until the area is made safe. In some cases, specialist remediation may be required before cleaning can take place. We are not a hazardous waste contractor unless expressly agreed in writing.

7. Complaints, Inspection and Remedies

If you are dissatisfied with any aspect of our service, you should notify us promptly so that we can assess the matter. Where appropriate, we may request photographs, an opportunity to return to site, or reasonable cooperation to investigate the issue. Claims should be raised as soon as possible after the service is completed and, in any event, within a reasonable time. Failure to allow us a chance to inspect may affect the remedies available.

If we accept that our workmanship has fallen below the standard reasonably expected, we may choose to re-clean the affected area, issue a partial refund, or agree another appropriate remedy. The remedy selected will depend on the circumstances and will be determined at our reasonable discretion, subject always to your statutory rights. We do not provide compensation for issues arising from misuse, normal wear and tear, third-party interference, or circumstances outside our control.

Nothing in this clause affects your rights under the Consumer Rights Act 2015 or any other applicable consumer law. If you are a business customer, your statutory rights may differ, and any dispute will be handled in accordance with the applicable legal framework. We aim to resolve concerns fairly and efficiently, without unnecessary formality where possible.

8. Force Majeure

We shall not be liable for any delay or failure to perform our obligations where the delay or failure arises from events beyond our reasonable control. Such events may include severe weather, flood, fire, transport disruption, accidents, industrial action, supply issues, government restrictions, public health measures, or equipment failure not caused by negligence. In these circumstances, we will use reasonable efforts to resume service as soon as practicable.

Where a force majeure event prevents us from attending or completing the service, we may rearrange the booking or cancel it without liability beyond refunding any payment for work not performed, if applicable and subject to any lawful deductions already earned. We will not be responsible for losses caused by the event itself, provided we have acted reasonably and promptly.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections that apply in your jurisdiction may still apply where relevant, but the contract itself will remain subject to the governing law stated here unless the law requires otherwise.

Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any provision of these terms is found invalid or unenforceable by a court or competent authority, that provision will be severed to the minimum extent necessary, and the remainder of the terms will continue in full force and effect.

By continuing to use our services, you confirm that you have read, understood, and accepted these Terms and Conditions. These terms are designed to protect both customers and Kentishtown Carpet Cleaners by ensuring transparent service arrangements, fair payment practices, lawful waste handling, and clear responsibility on both sides. If you commission us to work at your property, you acknowledge that we are providing a professional service based on the information supplied and the condition of the premises at the time of attendance.