West Kensington Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which West Kensington Carpet Cleaning provides cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and West Kensington Carpet Cleaning for the provision of cleaning services.
You should read these Terms and Conditions carefully before confirming a booking. If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or the use of our services.
1. Definitions
In these Terms and Conditions, the following expressions shall have the following meanings:
Client means the person, firm or company requesting and receiving the services from West Kensington Carpet Cleaning.
Company means West Kensington Carpet Cleaning.
Services means carpet, upholstery, rug, curtain, mattress, end of tenancy and related cleaning services, or any other services provided by the Company as agreed with the Client.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative engaged by the Company to provide the Services.
Agreement means the contract between the Client and the Company for the supply of Services in accordance with these Terms and Conditions.
2. Scope of Services
The Company provides professional cleaning services including carpet cleaning, upholstery cleaning, rug cleaning, and related services as agreed at the time of booking. The precise scope of the Services will be confirmed in the booking confirmation issued by the Company.
The Company reserves the right to decline work for any reason, including but not limited to health and safety concerns, unsuitable Premises conditions or where adequate access cannot be provided.
3. Booking Process
3.1 A booking may be requested by the Client via the Companys accepted communication channels. A booking is not confirmed until the Company has provided explicit confirmation to the Client. Verbal or written quotations do not, by themselves, constitute a confirmed booking.
3.2 When requesting a booking, the Client must provide accurate information regarding the Premises, including property type, approximate room sizes, number and type of items to be cleaned, level of soiling, presence of stains, and any relevant access or parking restrictions.
3.3 Quotations are based on the information supplied by the Client. If on arrival the Premises or items to be cleaned differ materially from the description given at the time of quotation, the Company may adjust the price, modify the scope of work, or decline to proceed. In such cases, any call-out or cancellation charges may apply as set out in these Terms and Conditions.
3.4 Bookings are subject to availability. The Company will make reasonable efforts to accommodate the Client’s preferred date and time but cannot guarantee specific appointment slots until confirmed.
3.5 The Client must ensure that a responsible adult is present at the Premises during the Service appointment, unless otherwise agreed in writing.
4. Pricing and Payment Terms
4.1 Prices are generally quoted per room, per item, per hour, or as a fixed package, depending on the nature of the Services. All prices will be provided to the Client prior to confirmation of the booking.
4.2 Unless expressly stated, all prices are inclusive of standard cleaning materials and equipment. Additional charges may apply for specialist treatments, stain protection, heavy soiling, pest infestations or situations requiring extended labour.
4.3 The Company reserves the right to revise prices where the information provided by the Client at the time of booking is incomplete or inaccurate, or where access, parking or Premises conditions significantly impact the time or resources required.
4.4 Payment is due in full on completion of the Services on the day of the appointment, unless alternative payment terms have been agreed in writing before the Service date.
4.5 The Company accepts payment via methods notified to the Client during the booking process. The Client is responsible for ensuring that clear funds are available when payment is due.
4.6 Where the Company agrees to invoice a commercial Client, payment shall be due within the period stated on the invoice. If no period is stated, payment shall be due within 14 days from the invoice date.
4.7 The Company reserves the right to charge interest on late payments in accordance with applicable law. The Client shall also be responsible for any reasonable costs incurred by the Company in recovering overdue sums, including legal and debt recovery costs.
5. Deposits and Call-Out Charges
5.1 The Company may, at its discretion, require a deposit to secure a booking. The amount and payment deadline for any deposit will be notified to the Client at the time of booking.
5.2 Deposits are generally non-refundable if the Client cancels or reschedules without providing the required notice, as set out in the cancellation section of these Terms and Conditions.
5.3 A call-out charge may apply where the Technician attends the Premises but is unable to perform the Services due to circumstances beyond the Companys control, including but not limited to lack of access, absence of the Client or a responsible adult, unsafe conditions, or missing utilities such as water or electricity.
6. Cancellations and Rescheduling
6.1 The Client may cancel or reschedule a booking by providing notice to the Company. The minimum notice period required is typically 24 hours before the scheduled appointment time, unless a different period is specified at the time of booking.
6.2 If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the scheduled Services, particularly where the Technician cannot be reallocated.
6.3 If the Client fails to provide access to the Premises at the agreed appointment time, this may be treated as a late cancellation and the relevant charges may apply.
6.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, equipment failure, severe weather, traffic disruption or other emergencies. In such cases, the Company will offer the Client the next available appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling, other than a refund of any prepaid sums for Services not provided.
7. Client Responsibilities and Access
7.1 The Client must ensure that the Premises are accessible at the agreed time and that suitable parking is available nearby. Any parking charges incurred for providing the Services may be added to the final invoice.
7.2 The Client is responsible for securing and removing valuable, fragile or irreplaceable items from areas where the Services will be carried out. The Company will not be liable for damage to items that should reasonably have been removed from the work area.
7.3 The Client must inform the Company in advance of any known issues that may affect the Services, such as loose carpets, damaged flooring, unstable furniture, known leaks, or any history of damage from previous cleaning attempts.
7.4 The Client must ensure that utilities including electricity and water are available at the Premises on the day of the appointment, unless otherwise agreed in advance.
8. Service Performance and Limitations
8.1 The Company will carry out the Services with reasonable skill and care, using methods and products appropriate to the type and condition of the items to be cleaned.
8.2 While the Company will make reasonable efforts to remove spots and stains, complete stain removal cannot be guaranteed. The success of stain removal depends on factors outside the Company’s control, including the nature and age of the stain, previous treatments and the material of the item.
8.3 The Company cannot be held responsible for pre-existing damage, wear, fading, shrinkage, colour loss, loose seams, weak fibres or other inherent weaknesses in carpets, rugs, upholstery or other materials. Some issues may only become apparent during or after cleaning.
8.4 The Company may decline to treat items that in the Technician’s professional opinion are unsuitable for cleaning, excessively deteriorated or at high risk of damage.
8.5 Drying times for carpets and upholstery can vary depending on ventilation, humidity, temperature and material. Any estimate of drying time is an approximation only and not a guarantee.
9. Health, Safety and Conduct
9.1 The Company and its Technicians will adhere to applicable health and safety requirements while providing the Services.
9.2 The Client must not request the Technician to engage in any activity that is unsafe, unlawful or outside the scope of the agreed Services.
9.3 The Company expects all interactions between Clients and Technicians to be respectful. Abusive, threatening or inappropriate behaviour may result in immediate termination of the visit and the Agreement, with any applicable charges still payable by the Client.
10. Waste Handling and Environmental Regulations
10.1 The Company will manage waste generated during the provision of the Services in compliance with applicable waste and environmental regulations.
10.2 General waste arising from the cleaning process, such as used cloths, disposable pads and minor debris, will normally be removed by the Technician. However, the Company is not a licensed carrier for large quantities of waste or bulky rubbish unrelated to the cleaning process.
10.3 The Client is responsible for the proper disposal of any household or commercial waste not directly created by the Companys work. This includes old furniture, major renovation debris or large quantities of refuse that may be present at the Premises.
10.4 If specialist disposal is required for any substances or items encountered during the Services, the Company may charge additional fees or decline to remove such items. The Client must inform the Company in advance of any hazardous substances, contamination or infestation present at the Premises.
11. Damage, Liability and Insurance
11.1 The Company shall maintain suitable insurance for its business operations in accordance with industry standards. Details of insurance cover may be provided upon reasonable request.
11.2 The Client must notify the Company in writing of any alleged damage or issues arising directly from the Services as soon as reasonably practicable, and in any event within 48 hours of completion of the work. The Company may request photographs, access to inspect the issue, and any relevant documentation.
11.3 Where damage is shown to have been caused by the negligence of the Company or its Technicians, the Company may at its discretion repair the damage, arrange for a third party to repair it, or compensate the Client up to the value of the damaged item taking into account age, condition and fair wear and tear.
11.4 The Company shall not be liable for:
a. Any pre-existing damage, defects or weaknesses in materials, surfaces or items.
b. Loss or damage arising from inaccurate, incomplete or misleading information provided by the Client.
c. Damage resulting from the failure of the Client to follow the Company’s aftercare advice, including advice on drying, ventilation and subsequent use of cleaned items.
d. Any indirect, special or consequential loss, including loss of profits, loss of business, loss of opportunity or loss of enjoyment.
11.5 The total aggregate liability of the Company to the Client in respect of any claim arising out of or in connection with the Services shall not exceed the total amount paid or payable by the Client for the specific Services giving rise to the claim, except where such limitation is prohibited by law.
12. Complaints and Service Issues
12.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible, and in any event within 48 hours of completion.
12.2 The Company will investigate all complaints promptly and may arrange a revisit to inspect or, where appropriate, to attempt to rectify any issues. Any rectification visit will be scheduled subject to availability.
12.3 A complaint or ongoing investigation does not automatically suspend the Clients obligation to pay for Services already rendered. Payment remains due in accordance with these Terms and Conditions unless and until an adjustment or refund is formally agreed by the Company.
13. Privacy and Data Protection
13.1 The Company will handle personal information supplied by the Client in accordance with applicable data protection laws.
13.2 The Company may use the Clients contact details for the purposes of managing bookings, providing Services, issuing invoices, and communicating about relevant service updates or queries.
13.3 The Company will not sell the Clients personal data to third parties. Data may, however, be shared with service providers such as payment processors or insurers where reasonably necessary for the operation of the business, subject to appropriate safeguards.
14. Variations to These Terms
14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Clients booking will apply to that booking.
14.2 Any changes or additional terms agreed specifically with the Client must be confirmed in writing by the Company to be valid.
15. Force Majeure
15.1 The Company shall not be liable for any delay or failure in performing its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, acts of terrorism, strikes, transport disruption, pandemics or restrictions imposed by authorities.
15.2 In such circumstances, the Company will use reasonable endeavours to resume the Services as soon as reasonably practicable, and may offer the Client alternative dates or options where possible.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties 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, the Agreement, or the provision of the Services.
17. General Provisions
17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, and no single or partial exercise of any such right or remedy shall prevent any further exercise of it.
17.3 The Agreement is between the Company and the Client. No other person shall have any rights to enforce any of its terms.
17.4 These Terms and Conditions, together with any written booking confirmation or service schedule issued by the Company, constitute the entire agreement between the parties and supersede any previous agreements, understandings or arrangements relating to the subject matter.
