Kensal Green Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Kensal Green Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing our technicians to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding, as they explain the booking process, payment terms, cancellation rights, liability limits, waste handling, and the law that applies to the contract.

Throughout these terms, references to “we”, “us”, and “our” mean Kensal Green Carpet Cleaners. References to “you” and “your” mean the customer or person responsible for arranging the service. These terms apply to all carpet cleaning services, including standard cleaning, stain treatment, deodorising, rug care, and related fabric cleaning services, unless we agree otherwise in writing.

We aim to make the service clear and straightforward from the point of booking to completion. However, because cleaning outcomes can depend on fibre type, age, staining, previous treatment, and the condition of the property, some results may vary. Nothing in these terms limits any rights you may have under UK consumer law where those rights cannot lawfully be excluded.

Booking Process

To arrange a service, you must provide accurate details about the property, the items or areas to be cleaned, access arrangements, and any known issues such as heavy soiling, water damage, pet contamination, delicate fabrics, or recent treatments. Any quotation or estimate is based on the information supplied at the time of booking. If the details later prove to be incomplete or incorrect, we may revise the price, change the scope of work, or decline to proceed where the service requested is no longer suitable.

All bookings are subject to availability. A booking is only confirmed once we have accepted your request and, where required, received any deposit or pre-authorisation. We may ask you to confirm the appointment in writing, by message, email, or other agreed method. If we need to inspect the area before proceeding, or if a technician identifies a material risk upon arrival, we may pause, amend, or refuse the service. If access is not available at the agreed time, we may treat the appointment as a late cancellation or failed visit.

Service Conditions and Customer Responsibilities

You are responsible for ensuring that the work area is reasonably prepared for cleaning, including providing clear access to the items or rooms being treated. You should remove valuables, fragile items, and personal belongings before the appointment. While our team will use reasonable care, we are not responsible for moving items that are not safe, practical, or appropriate to move. If furniture needs to be shifted as part of the service, this will only be done where it is reasonable and safe to do so.

You must tell us about any pre-existing damage, weak flooring, colour loss, loose seams, unstable furniture, hidden stains, or prior DIY treatment that may affect the work. Kensal Green carpet cleaners may refuse to clean items that are excessively worn, unsound, or unsuitable for wet extraction or similar methods. We may also decline any item that presents a health, safety, or material risk. Where specialist treatment is required, we may offer a revised service or refer you to alternative options if the work is outside our standard scope.

We reserve the right to use cleaning methods and products that our technicians consider suitable for the material and condition of the item. This may include pre-treatment, agitation, hot water extraction, spot treatment, or low-moisture methods where appropriate. We will use reasonable skill and care, but you acknowledge that some stains, marks, odours, or wear may be permanent or may only improve rather than disappear entirely. This is especially relevant where fibres have already been damaged, bleached, or overtreated.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service and before the technician leaves the property. We may require a deposit for certain bookings, larger jobs, repeat cancellations, or appointments scheduled at peak times. Any deposit may be deducted from the final price, unless these terms state otherwise or the booking is cancelled in a way that makes the deposit non-refundable.

Prices are usually based on the information you provide and may be confirmed as a fixed price, minimum charge, or estimate. If the actual work differs from the original description, or if additional areas are requested on the day, the price may be adjusted accordingly. All quoted prices are normally exclusive of any applicable tax unless stated otherwise. If we identify additional work before starting, we will explain the revised cost so you can decide whether to proceed.

We accept payment by the methods we make available at the time of booking or completion. If payment is not made when due, we may charge reasonable recovery costs, interest, or administrative fees permitted by law. Any unpaid balance remains your responsibility until settled in full. We may also suspend future bookings until outstanding amounts are paid.

Refunds and Disputes

Because cleaning services are performed on a time-limited and site-specific basis, refunds are not automatic. If you believe a charge is incorrect, you must raise the issue promptly and allow us a reasonable opportunity to review the matter. Where appropriate, we may re-attend, offer a partial adjustment, or explain why no refund is due. Any goodwill payment or gesture made by us does not amount to an admission of liability.

Cancellations and Rescheduling

You may cancel or rearrange a booking by giving us reasonable notice. The notice period required may vary depending on the size of the job, whether a deposit has been taken, and how close the cancellation is to the appointment time. If you cancel too late, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee or retain the deposit to cover our loss of time and scheduling costs.

If we need to cancel or reschedule due to illness, vehicle issues, operational disruption, adverse weather, unsafe conditions, or circumstances beyond our control, we will try to offer an alternative appointment. We will not be liable for any loss arising from delay or rescheduling where the delay is outside our reasonable control. If a fixed appointment is changed by us, you may be offered a new date or, where appropriate, a refund of any prepaid amount for the affected service only.

Repeated short-notice cancellations, refusal of access, or failure to prepare the premises may result in future bookings being refused or subject to stricter payment terms. We act fairly and proportionately, but we also need to protect scheduling capacity, technician time, and operational costs.

Liability

We will carry out the work with reasonable care and skill. However, our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. We are not responsible for pre-existing defects, hidden damage, normal wear and tear, shrinkage caused by manufacturing limitations, or adverse reactions in materials that are sensitive to moisture, heat, detergents, or mechanical action. This includes colour bleed, pile distortion, fibre browning, seam failure, or backing separation where the item was already vulnerable.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim relating to a service will not exceed the amount you paid for the specific service giving rise to the claim, unless a higher amount is required by law. We are not liable for indirect, consequential, or purely economic losses such as loss of profit, business interruption, or loss of enjoyment.

You must inspect the cleaned area as soon as reasonably possible after completion and raise any concerns within a reasonable time. Failure to do so may make it harder to assess the issue fairly. If a concern is reported, we may request photographs, a site revisit, or other information to determine whether the issue arose from our service or from the condition of the item before cleaning. Kenal Green carpet cleaning customers are encouraged to keep records of pre-existing marks or damage where relevant.

Waste Regulations and Environmental Handling

We aim to dispose of waste and recoverable residues in a lawful and responsible manner. This includes dirty water, extracted soil, removed debris, disposable materials, and any contaminated waste generated during the service. Where the work creates waste that falls within applicable UK waste regulations, we will handle it in accordance with legal requirements and accepted environmental practices. You agree that any waste produced during the service may be removed by us or left for your disposal depending on the service type, the property conditions, and the arrangements made at the time.

You must tell us in advance if any area may contain hazardous or unusual contamination, including bodily fluids, mould, chemical residues, pests, needles, asbestos-related concerns, or other substances that require specialist handling. We do not provide hazardous waste removal unless specifically agreed and legally permitted. If hazardous material is discovered during the job, we may stop work immediately and charge for any reasonable time spent on site. In such circumstances, no guarantee can be given that the area will be fully treated.

Where cleaning products, wastewater, or extracted residues must be disposed of off-site, we will use appropriate disposal channels and may separate waste streams where practical. You must not ask us to dispose of prohibited materials, and you agree not to place us in breach of any environmental, safety, or waste-handling rule. If your instructions would require unlawful disposal, we may refuse the instruction without liability.

Guarantees, Complaints, and Re-treatment

Any service guarantee we offer applies only if stated at the time of booking or in writing after the appointment. A guarantee will usually be limited to a re-treatment of the affected area rather than a refund. It will not apply where the issue is caused by re-soiling, use of unsuitable domestic cleaning products, foot traffic, flooding, pet accidents, or other events outside our control. Claims under any guarantee must be made within the period stated for that service.

If you have a complaint, you must notify us as soon as possible and provide reasonable details so we can investigate. We may ask for photos, an explanation of the concern, and access for inspection. We will deal with complaints fairly and in a timely manner. If we decide that a re-visit is appropriate, the appointment will be arranged at a mutually convenient time. Re-treatment is normally the sole remedy unless a different outcome is required by law.

Any attempted alteration of our work by you or a third party may void any guarantee or follow-up support. This includes using unapproved chemicals, over-wetting the area, or applying heat before the cleaned surface has fully dried. We cannot be responsible for results affected by later interference, misuse, or failure to follow any aftercare instructions supplied at the point of service.

General Provisions

We may update these Terms and Conditions from time to time to reflect changes in our services, pricing structure, legal obligations, or operational requirements. The version in force at the time of your booking will generally apply to that booking unless a change in law requires otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

No failure or delay by us in enforcing any provision shall be treated as a waiver of our rights. A waiver is only effective if it is made in writing. You may not transfer your rights or obligations under the contract without our consent, although we may assign or subcontract parts of the service where this is reasonable and does not reduce your statutory rights.

These terms are intended to create a clear and fair arrangement between the parties. They should be read alongside any written quotation, booking confirmation, or service-specific agreement we provide. If there is any inconsistency, the more specific written agreement will take priority to the extent of that inconsistency.

Governing Law

The contract between you and Kensal Green Carpet Cleaners is governed by the laws of England and Wales. Any dispute or claim arising from these Terms and Conditions, the booking, or the service provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.

These Terms and Conditions are designed to support a transparent, professional service relationship and to reflect common expectations for a carpet cleaning service in the UK. By proceeding with a booking, you confirm that you have read, understood, and accepted the terms set out above.