Kensal Green Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Kensal Green Carpet Cleaners provides professional carpet, upholstery, rug and related cleaning services to residential and commercial customers in our service area. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions and that they form a binding contract between you and Kensal Green Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company who books or receives services from Kensal Green Carpet Cleaners.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising and any other cleaning services agreed between the Customer and Kensal Green Carpet Cleaners.
Premises means the property or properties at which the Services are to be carried out.
Technician means any cleaner, contractor or representative engaged by Kensal Green Carpet Cleaners to deliver the Services.
2. Scope of Services
Kensal Green Carpet Cleaners provides professional carpet, rug and upholstery cleaning and related services using appropriate machinery, products and techniques suitable for domestic and commercial environments. The exact scope of the Services to be provided will be agreed at the time of booking, based on the information supplied by the Customer about the Premises and items to be cleaned.
All Services are subject to the condition and composition of the carpets, rugs, fabrics and surfaces. While we will use reasonable care and skill, we cannot guarantee the removal of all stains, odours, marks or discolouration, particularly where these are permanent, long-standing or have been set by previous cleaning attempts, home remedies or other treatments.
3. Booking Process
Bookings may be made by the Customer through our website contact form or by other communication methods that we may make available from time to time. At the time of booking, the Customer will be asked to provide accurate information including the address of the Premises, type and approximate size of areas or items to be cleaned, parking arrangements, and any known issues such as heavy soiling, pet contamination, water damage or delicate fibres.
All bookings are subject to availability and are only confirmed once Kensal Green Carpet Cleaners has accepted the booking and provided a booking confirmation. Any quotation given prior to an inspection is an estimate only and may be revised on arrival if the information originally provided by the Customer is inaccurate or incomplete, or if the condition or size of the areas or items to be cleaned differs materially from what was described.
Kensal Green Carpet Cleaners reserves the right to decline a booking or to cancel a confirmed booking if it reasonably believes that the Premises are unsafe, access is inadequate, or the requested Services are unsuitable for the surfaces or materials in question.
4. Customer Obligations and Access
The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed date and time. This includes arranging suitable parking for our vehicle as close as reasonably possible to the Premises, and ensuring that any necessary parking permissions or permits are in place. Any parking charges or fines incurred due to the Customer not arranging appropriate access may be added to the Customer's invoice.
The Customer is responsible for ensuring that the areas and items to be cleaned are reasonably clear of personal belongings, fragile items and clutter so that the Technician can work efficiently and safely. Kensal Green Carpet Cleaners will not be responsible for moving heavy, fragile or valuable items including but not limited to large furniture, electrical appliances, antiques, musical instruments or ornaments.
The Customer must also ensure that there is a functioning supply of electricity and, where required, hot and cold water at the Premises for the duration of the visit. In certain properties, the Customer may be required to provide access to appropriate drainage for waste water disposal, in accordance with local regulations.
5. Pricing and Quotations
Prices are normally quoted on a per room, per item or per square metre basis, or as otherwise agreed. All quotations are based on the information provided by the Customer and on typical levels of soiling. If, upon arrival, the Technician finds that the condition, size or nature of the work differs significantly from what was described, Kensal Green Carpet Cleaners may revise the quotation before commencing work.
Additional charges may apply for heavily soiled areas, pet odours, flea or mite treatments, specialist stain removal attempts, treatment of bodily fluids, or where additional time or products are required. Any such charges will be discussed with the Customer before the additional work is carried out wherever reasonably possible.
Unless otherwise stated, prices quoted are inclusive of labour, equipment and standard cleaning products. Any additional work requested by the Customer on the day of service which is outside the original quotation may be carried out at the discretion of the Technician and will be charged at the applicable rate.
6. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due immediately on completion of the Services. Kensal Green Carpet Cleaners accepts a range of payment methods, which may include card payments, bank transfer or other methods made available from time to time. Cash may be accepted at our discretion.
For certain bookings, such as larger commercial jobs or multiple property visits, Kensal Green Carpet Cleaners may require a deposit to secure the booking. Deposits are non-refundable if the Customer cancels outside the permitted cancellation timeframe specified in these Terms and Conditions, unless otherwise required by law.
Where payment terms are agreed in advance for commercial Customers, payment must be made within the timeframe specified on the invoice. Kensal Green Carpet Cleaners reserves the right to charge interest and reasonable administration costs on overdue amounts in accordance with applicable UK law.
7. Cancellations, Rescheduling and Access Issues
The Customer may cancel or reschedule a booking by providing us with as much notice as possible. Where at least 48 hours notice is given before the scheduled appointment time, no cancellation fee will normally apply, unless a non-refundable deposit has been agreed for a specific job. For cancellations or rescheduling with less than 48 hours notice, Kensal Green Carpet Cleaners reserves the right to charge a cancellation fee of up to 50 per cent of the quoted service value, to cover allocated time and costs.
If the Technician attends the Premises at the agreed time and is unable to gain access, or if the work cannot be carried out due to circumstances within the Customer's control such as lack of power, water or safe access, this will be treated as a late cancellation and Kensal Green Carpet Cleaners may charge a call out fee or up to 100 per cent of the quoted service value.
Kensal Green Carpet Cleaners may cancel or reschedule a booking in the event of unforeseen circumstances, including but not limited to illness, vehicle breakdown, severe weather, safety concerns or other events beyond our reasonable control. In such cases, we will offer the Customer an alternative appointment as soon as reasonably possible. We will not be liable for any losses resulting from such cancellation or rescheduling, provided we act reasonably and promptly in notifying the Customer.
8. Condition of Carpets, Fabrics and Surfaces
The Customer acknowledges that the success of cleaning treatments depends on the age, material, construction and prior maintenance of carpets, rugs and upholstery. Kensal Green Carpet Cleaners will use appropriate methods and products for the identified fibres and backings, based on the information available and any labels or manufacturer guidance visible at the Premises.
Some staining, discolouration, wear, sun damage or traffic marks cannot be fully removed. In some cases, cleaning may reveal existing damage, pile distortion or colour loss that was masked by soil. Kensal Green Carpet Cleaners is not responsible for pre-existing damage or for any issues resulting from prior treatments, such as incorrect DIY products, previous water damage, shrinkage or dye instability.
Where the Technician considers an item to be at risk of damage from cleaning, they will use their reasonable professional judgement and may decline to treat that item or may proceed only with the Customer's express consent. Proceeding in such circumstances is at the Customer's own risk, and Kensal Green Carpet Cleaners will not be liable for any resulting damage unless caused by our negligence.
9. Liability and Limitations
Kensal Green Carpet Cleaners will exercise reasonable care and skill in providing the Services. Our liability to the Customer in respect of any loss or damage arising from the provision of the Services shall be limited as follows.
We will not be liable for any loss, damage or injury arising from inaccurate, incomplete or misleading information provided by the Customer, or from the Customer's failure to carry out their obligations under these Terms and Conditions. We will not be responsible for the cost of repairing any existing faults or for deterioration of any existing damage, wear or defects.
Kensal Green Carpet Cleaners will not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of use, or loss of enjoyment. Our total liability for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid by the Customer to Kensal Green Carpet Cleaners for the specific Services giving rise to the claim.
Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable UK law.
10. Waste Handling and Environmental Regulations
Kensal Green Carpet Cleaners aims to handle waste and by products of the cleaning process in a responsible manner and in compliance with relevant UK environmental and waste regulations. During the course of the Services, waste water generated from carpet and upholstery cleaning will normally be discharged via appropriate drainage points at the Premises, such as toilets or other suitable drains, where this is safe and permitted.
The Customer agrees to allow the Technician access to a suitable drainage point for the disposal of waste water, provided this does not conflict with local regulations or building rules. Where such disposal is not possible at the Premises, the Technician will manage waste water in accordance with our procedures and applicable legal requirements.
Any solid waste, such as debris extracted from carpets, used filters or contaminated materials, will be handled and disposed of in accordance with UK waste regulations. Where specialist disposal is required due to contamination by hazardous substances or bodily fluids, additional charges may apply to cover the cost of compliant removal and disposal.
Kensal Green Carpet Cleaners may from time to time update its waste handling procedures to reflect changes in law, best practice or local authority guidelines. By using our Services, the Customer acknowledges and accepts that waste handling must comply with such regulations and may influence how and where we are able to perform certain treatments.
11. Health and Safety
Both Kensal Green Carpet Cleaners and the Customer have responsibilities to ensure that the Premises is safe for the provision of the Services. The Customer must inform the Technician of any known hazards, such as loose floor coverings, damaged electrical fittings, low head height, restricted access areas or the presence of vulnerable persons or pets.
The Technician may use cleaning chemicals, hoses, electrical equipment and machinery, and the Customer agrees to keep children, pets and other occupants away from the areas being worked on for the duration of the visit and for any recommended drying or safety period afterwards. Kensal Green Carpet Cleaners is not responsible for accidents or injuries that occur because these reasonable precautions were not observed.
12. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they must notify Kensal Green Carpet Cleaners as soon as reasonably possible, and in any event within 48 hours of completion of the work. We will review the issue and, where appropriate, may arrange a revisit to inspect or, at our discretion, to attempt to rectify reasonable concerns.
Any further work carried out as a result of a complaint will be arranged on a case by case basis. Kensal Green Carpet Cleaners will not be liable for any complaint raised outside the stated timeframe, or where the Customer has allowed further cleaning, alterations or repairs by a third party before we have had an opportunity to inspect the issue.
13. Data Protection and Privacy
Kensal Green Carpet Cleaners will collect and process certain personal data from Customers, such as names, addresses and contact details, for the purposes of managing bookings, delivering Services, handling payments and addressing enquiries or complaints. We will handle personal data in accordance with applicable UK data protection legislation and will only retain it for as long as reasonably necessary for these purposes or as required by law.
14. Changes to Terms and Conditions
Kensal Green Carpet Cleaners may update or amend these Terms and Conditions from time to time to reflect changes in the law, improvements to our Services or adjustments to our operational procedures. The most recent version will apply to any new bookings made after the date of publication. It is the Customer's responsibility to review the current Terms and Conditions before making a booking.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except where consumer law gives the Customer the right to bring proceedings in another jurisdiction.
By proceeding with a booking and allowing Kensal Green Carpet Cleaners to carry out Services at the Premises, the Customer confirms acceptance of these Terms and Conditions in full.
