Kingston upon Thames Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of carpet and related cleaning services by Kingston upon Thames Carpet Cleaners to residential and commercial customers within our service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
1.1 "Company" means Kingston upon Thames Carpet Cleaners, the service provider.
1.2 "Customer" means any individual, business or organisation that engages the Company to provide cleaning services.
1.3 "Services" means carpet cleaning and any related cleaning services provided by the Company as agreed with the Customer.
1.4 "Premises" means the property or location where the Services are to be carried out.
1.5 "Booking" means a confirmed request by the Customer for the Company to provide Services at a specified date, time and location.
1.6 "Agreement" means the contract between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services such as upholstery, rugs and soft furnishings, where agreed in advance.
2.2 The exact scope of Services, including the areas to be cleaned and any specific requirements, shall be agreed at the time of Booking and confirmed by the Company.
2.3 The Company reserves the right to refuse to provide Services if, in its reasonable opinion, the Premises are unsafe, inaccessible, or if conditions would place staff or equipment at risk.
2.4 Any additional services requested on the day of cleaning that were not included in the original Booking are subject to staff availability, time constraints, and may incur additional charges.
3. Booking Process
3.1 Bookings may be made through the Company’s approved booking channels. The Customer must provide accurate and complete information, including contact details, address of the Premises, access instructions and details of the areas and items to be cleaned.
3.2 A Booking is only confirmed when the Company has accepted the request and, where applicable, the Customer has paid any required deposit or provided payment details as requested.
3.3 The Customer is responsible for ensuring that the date, time and service details confirmed by the Company are correct. Any errors must be reported to the Company as soon as possible.
3.4 The Company will make reasonable efforts to accommodate requested dates and times but does not guarantee availability until a Booking is confirmed.
3.5 The Customer must ensure that an authorised adult is present at the Premises at the start and end of the appointment, unless otherwise agreed in advance with the Company.
4. Access to the Premises
4.1 The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed time, including access to electricity, running water and, where necessary, parking.
4.2 If parking restrictions apply, the Customer is responsible for arranging suitable parking or permits. Any parking fees or penalties incurred as a result of insufficient arrangements by the Customer may be added to the final invoice.
4.3 If the Company is unable to gain access to the Premises at the agreed time, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy set out below.
5. Customer Obligations
5.1 The Customer shall remove fragile items, valuables and personal belongings from the areas to be cleaned before the arrival of the Company’s staff.
5.2 The Customer shall notify the Company of any known defects, damage or risks within the Premises, including loose carpets, unstable furniture, electrical hazards, or previous damage to items to be cleaned.
5.3 The Customer is responsible for ensuring that pets and children are kept away from the work areas during the provision of Services, and while cleaned areas are drying or where cleaning products have been applied.
5.4 The Customer shall not request the Company’s staff to undertake any work that is not covered by the Booking and that may be unsafe, illegal or outside the staff member’s training or competence.
6. Pricing and Quotations
6.1 Prices are usually provided based on the information given by the Customer at the time of enquiry or Booking. All quoted prices are estimates and may be adjusted if the actual condition, size or nature of the work differs from that described.
6.2 The Company reserves the right to revise the price on arrival if there is a significant discrepancy between the information provided and the actual work required. In such cases, the Customer will be informed before work begins and may accept or decline the revised price.
6.3 Unless otherwise stated, prices include labour, use of cleaning products and equipment, and disposal of waste generated by the cleaning work in compliance with relevant waste regulations.
6.4 Any applicable taxes will be included in the price where required by law.
7. Payments
7.1 Payment terms will be communicated at the time of Booking. The Company may require full or partial payment in advance, or may accept payment on completion of the Services.
7.2 Accepted payment methods will be confirmed by the Company and may include card payments, bank transfers or other secure methods.
7.3 Where payment is due on completion, it must be made immediately once the work has been finished, unless alternative credit terms have been agreed in writing.
7.4 For commercial Customers with approved credit accounts, payment is due within the agreed number of days from the date of invoice. The Company reserves the right to charge interest on late payments in accordance with applicable UK law.
7.5 The Company reserves the right to suspend or cancel future bookings if any outstanding balance remains unpaid.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a Booking by giving the Company as much notice as possible via an approved communication method.
8.2 Cancellations or rescheduling made with sufficient notice, as specified by the Company at the time of Booking, will usually incur no charge.
8.3 The Company reserves the right to charge a cancellation fee for late cancellations or if the Customer fails to provide access to the Premises at the agreed time. The cancellation fee may be a fixed amount or a percentage of the service price, as notified at the time of Booking.
8.4 The Company may cancel or reschedule a Booking due to events beyond its reasonable control, including but not limited to staff illness, severe weather, equipment failure or access issues. In such cases, the Company will offer an alternative appointment at the earliest opportunity.
8.5 Where the Company cancels a Booking and is unable to offer a suitable alternative, any prepayments made by the Customer for that Booking will be refunded.
9. Service Standards and Results
9.1 The Company will provide the Services with reasonable care and skill, using appropriate techniques and products for the items and surfaces being cleaned.
9.2 While the Company will make every reasonable effort to achieve good cleaning results, it cannot guarantee the removal of all stains, odours or marks, particularly where they are permanent in nature or have been treated previously with unsuitable products.
9.3 Drying times may vary depending on carpet type, ventilation, weather conditions and the extent of cleaning. The Customer is responsible for allowing adequate drying time before replacing furniture or walking extensively on cleaned areas.
9.4 The Customer must notify the Company of any dissatisfaction with the Services within a reasonable time after completion, usually within 24 to 48 hours. The Company may, at its discretion, arrange a re-visit to inspect and, where appropriate, rectify issues.
10. Damage and Liability
10.1 The Company shall maintain appropriate insurance cover for public liability in connection with its Services.
10.2 The Company will take reasonable care when providing Services, but shall not be liable for existing damage, wear and tear, or defects that become more visible following cleaning.
10.3 The Company’s liability for any direct damage caused by its negligence shall be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition and current value.
10.4 The Company shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the provision of the Services.
10.5 The Customer must report any alleged damage caused by the Company’s staff as soon as reasonably practicable and no later than 24 hours after completion of the Services, and must provide reasonable evidence where available.
10.6 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or any other liability which cannot be excluded or limited under applicable law.
11. Waste Handling and Environmental Compliance
11.1 The Company will handle and dispose of waste generated in the course of providing Services in accordance with relevant UK waste and environmental regulations.
11.2 The Company will not remove household rubbish, construction waste or any hazardous materials that fall outside the normal scope of carpet and cleaning services, unless expressly agreed in advance and subject to appropriate regulations.
11.3 The Customer is responsible for notifying the Company of any known hazardous substances at the Premises. The Company reserves the right to refuse to handle or clean areas contaminated with hazardous waste, including but not limited to chemicals, biological waste or sharps.
11.4 Where the Company agrees to remove certain waste products generated by cleaning, such waste will be transported and disposed of through appropriate channels in compliance with legal requirements.
12. Health and Safety
12.1 The Company is committed to maintaining high health and safety standards for staff and Customers. All Services are carried out in line with relevant UK health and safety legislation and internal procedures.
12.2 The Customer agrees to provide a safe working environment and to inform the Company of any known risks at the Premises before the Services commence.
12.3 The Customer must not enter areas where cleaning is in progress if doing so could present a hazard, for example due to wet floors, trailing cables or use of equipment.
13. Complaints and Disputes
13.1 The Company aims to resolve complaints promptly and fairly. Customers are encouraged to raise any concerns directly with the Company as soon as possible.
13.2 The Company will investigate complaints, which may include a follow-up visit to the Premises, and will propose appropriate steps to remedy justified issues where reasonably possible.
13.3 If a dispute cannot be resolved between the parties, each party may pursue its rights and remedies under applicable UK law.
14. Privacy and Confidentiality
14.1 The Company will handle personal data in accordance with applicable UK data protection laws. Customer information will only be used for the purposes of managing bookings, providing Services and associated administration.
14.2 The Company will not disclose Customer information to third parties except where necessary to provide the Services, comply with legal obligations, or with the Customer’s consent.
15. Amendments to Terms and Conditions
15.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new Bookings made after the date of publication.
15.2 For ongoing or long-term service arrangements, the Company will notify the Customer of any material changes to these Terms and Conditions where reasonably practicable.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any Agreement between the Company and the Customer, 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 or the provision of Services.
17. Entire Agreement
17.1 These Terms and Conditions, together with any written confirmation or quotation provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services.
17.2 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
By confirming a Booking with Kingston upon Thames Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
