Terms and Conditions for Kingstonuponthames Carpet Cleaners

These Terms and Conditions set out the basis on which Kingstonuponthames Carpet Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing our technicians to begin work, you agree to these terms. Please read them carefully before placing an order for any carpet cleaning service, upholstery treatment, rug care, stain removal, or related specialist cleaning.

In these terms, references to “we”, “us”, and “our” mean Kingstonuponthames Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service. These conditions apply to all standard and specialist work carried out by our team, whether the service is arranged by telephone, email, online form, or any other approved booking method. They are intended to provide clear expectations for both parties and to support a fair, transparent service experience.

Nothing in these terms affects your statutory rights under UK consumer law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. We may update these terms from time to time to reflect changes in our services, regulatory requirements, or business practices. The version in force at the time of booking will normally apply to your appointment unless a change is required by law.

All services are subject to availability and to the condition of the items, surfaces, and access areas to be cleaned. The customer is responsible for ensuring that the property is safe, reasonably accessible, and suitable for the selected service. While we aim to deliver a consistent carpet cleaning standard, some materials, stains, and pre-existing damage may limit the final result. For that reason, no guarantee can be given that every mark, odour, or blemish will be fully removed.

Booking process begins when you provide the required details about the property, the type of cleaning needed, the approximate size or number of items, and any known issues such as heavy staining, water damage, pet contamination, or delicate fibres. Based on the information supplied, we may provide an estimate or quotation. Any estimate is not a final binding offer unless expressly stated otherwise. The booking is confirmed only when we accept your request and provide an appointment window or scheduled date.

It is your responsibility to check the booking details carefully. This includes the date, time, service type, and any agreed add-ons or special instructions. If any information you supplied changes before the appointment, you must notify us as soon as possible. We reserve the right to revise the price, equipment used, or method of treatment if the actual conditions differ materially from the information provided at booking.

Payments must be made in accordance with the invoice or payment instructions issued for the job. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, or other approved methods. Cash may be accepted only where expressly confirmed in advance. If a deposit is required for a larger or specialist job, the deposit terms will be explained before confirmation of the appointment.

All prices are quoted in pounds sterling and may include VAT where applicable. Any quotation given before inspection is based on the information available at the time and may change if the scope of work is different from what was described. Additional charges may apply where access is restricted, heavy contamination is discovered, extra stain treatment is requested, parking or waiting costs are incurred, or equipment has to be used beyond the originally agreed service level.

Where payment is not received by the due date, we may charge reasonable recovery costs, interest, or administration fees permitted under applicable law. We reserve the right to suspend future services until outstanding balances are paid in full. Title to any goods supplied as part of the service will not pass until payment has been received completely and finally cleared.

Cancellations and rescheduling requests should be made as early as possible. If you cancel with sufficient notice, we will usually rearrange the appointment or, where applicable, refund any prepaid amount after deducting non-recoverable costs if they apply. If you cancel at very short notice, or if we are already on the way to the property, a cancellation fee may be charged to cover time, staffing, and travel.

If we arrive at the property and are unable to carry out the work because access is denied, the property is unsuitable, utilities are unavailable where required, or the customer is not present to authorise the work, we may treat this as a late cancellation or failed appointment. In such cases, a call-out charge or part-service charge may apply. We are not responsible for delays caused by incorrect addresses, inaccessible entrances, or any failure by the customer to provide the required access.

We may reschedule or cancel an appointment if the work cannot safely be performed due to weather, equipment failure, staff illness, unsafe conditions, or other circumstances beyond our control. If this happens, we will aim to offer a new date as soon as reasonably practicable. Our liability in such cases will be limited to refunding any advance payment for the affected service, unless otherwise required by law.

Before work begins, you should remove fragile objects, valuables, and items that could be damaged by movement, moisture, or cleaning agents. We may move light furniture where it is reasonable and safe to do so, but we are not obliged to move heavy, fixed, or hazardous items. Where furniture is moved, the customer accepts responsibility for any instability or pre-existing weakness in the items concerned.

You must inform us in advance about any known risks, including hidden damage, loose flooring, unstable furniture, electrical issues, water leaks, pest problems, or previous chemical treatment. We reserve the right to refuse or stop work if we believe the service would damage the property, put staff at risk, or contravene manufacturer instructions. If work is refused due to undisclosed risk, any call-out fee or partial charge may still be payable.

We do not guarantee the removal of all stains, odours, or soiling, especially where contamination has been present for a long time or where fibres have already been damaged. Natural wear, sun fading, abrasion, dye transfer, shrinkage, and water marks may remain visible after treatment. Differences in texture, colour, or drying patterns may occur and are not normally considered defects if the service has been performed with reasonable care and skill.

Our work is carried out with reasonable care and skill, and we will take appropriate precautions to protect the areas being cleaned. However, certain materials are inherently delicate, and some risks cannot be fully eliminated. By booking our Kingston upon Thames carpet cleaners service, you acknowledge that cleaning chemicals, heat, moisture, pressure, and extraction methods may affect worn, damaged, or unsuitable fabrics.

We will not be liable for loss or damage caused by circumstances outside our reasonable control, including but not limited to pre-existing defects, hidden contamination, inadequate maintenance, faulty furniture, incorrect product information, or the failure of items to withstand normal cleaning procedures. We are also not responsible for indirect or consequential losses, such as loss of profits, loss of business, loss of use, inconvenience, or missed appointments with third parties.

If we are found liable for damage caused directly by our negligence, our responsibility will normally be limited to the reasonable cost of repair, replacement, or re-cleaning, subject to verification and any applicable insurance process. 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 lawfully be excluded under UK law.

Insurance claims, where relevant, must be reported to us promptly and supported by reasonable evidence, including photographs and a description of the issue. You must allow us a reasonable opportunity to inspect the alleged damage and, where appropriate, to remedy the problem before any third-party repair or replacement is instructed. Failure to notify us promptly may affect the assessment of the claim.

Where the customer provides cleaning products, instructions, or specialist equipment for us to use, these are used entirely at the customer’s risk unless we have expressly agreed otherwise in writing. We may refuse to use any product we believe to be unsafe, unsuitable, or inconsistent with the service. If customer-supplied products cause damage or produce unsatisfactory results, we will not be responsible for the outcome.

Any advice we give about aftercare, drying times, ventilation, or routine maintenance is provided in good faith but does not form a guarantee. The customer remains responsible for avoiding foot traffic, replacing furniture too early, or using the cleaned area before it is sufficiently dry. Failure to follow reasonable aftercare instructions may reduce the longevity or appearance of the result, and we accept no responsibility for resulting issues.

We comply with applicable UK waste regulations when handling wastewater, removed debris, packaging, and any waste produced during the cleaning process. This includes the responsible management of dirty water, residues, and disposable materials. Where waste is generated from the service, we will dispose of it in a lawful and environmentally responsible manner, using approved methods consistent with local authority and environmental requirements.

Customers must not request or require us to dispose of prohibited waste, hazardous substances, sharp objects, biohazards, or items that need specialist collection unless we have agreed separately in writing and are properly authorised to handle them. If such materials are discovered unexpectedly, we may suspend the service and charge for the time already spent. In some circumstances, we may require the customer to arrange specialist removal before cleaning can continue.

Any items removed from the premises for disposal remain the customer’s responsibility unless we have expressly agreed to take them away as part of the paid service. Please do not leave valuable or sentimental items in areas to be cleaned if there is any risk they may be discarded. We are not liable for items thrown away by mistake if they were not clearly identified as keepers by the customer.

Where wastewater needs to be drained or extracted, we will use methods designed to avoid contamination and to comply with environmental expectations. The customer should inform us of any drainage restrictions, septic systems, private treatment arrangements, or building rules that could affect disposal. If the property or site has special requirements, those must be disclosed before the appointment so that suitable arrangements can be made.

Waste handling may involve the use of sacks, containers, filters, or other consumables. These remain our property unless otherwise stated and may be removed by our team after use. The customer must not interfere with or tamper with waste containers, extraction units, or materials awaiting removal. Any contamination caused by third parties after completion of the service is outside our responsibility.

Should any regulator, landlord, building manager, or other authority impose additional conditions on waste disposal at the property, the customer must tell us before the service begins. Failure to disclose such conditions may result in additional charges, delays, or cancellation of the appointment. We reserve the right to decline any work that would place us in breach of environmental or safety obligations.

If any delay or failure occurs because of events beyond our reasonable control, including severe weather, traffic disruption, public emergencies, industrial action, power outages, or supply shortages, we will not be in breach of contract for that delay. We will use reasonable efforts to complete the work or reschedule it where possible. Neither party will be entitled to claim compensation for delays caused by such events.

We may subcontract or delegate parts of the service to suitably qualified personnel where necessary, but we remain responsible for the overall performance of the service in accordance with these terms. The customer must not transfer, assign, or otherwise deal with the booking or any rights arising from it without our prior agreement. Any attempt to do so without consent will be ineffective to the extent permitted by law.

These terms contain the entire agreement between you and Kingstonuponthames Carpet Cleaners in relation to the booked service and supersede any prior discussions, estimates, or representations, except where fraud or misrepresentation applies. Any variation to these terms must be agreed in writing by an authorised representative. Failure by us to enforce any right or provision shall not be treated as a waiver of that right.

The contract between you and us is governed by the laws of England and Wales. Any dispute arising from these terms or from the provision of our cleaning services will be dealt with by the courts of England and Wales, unless mandatory consumer rights provide otherwise. If you are a consumer, nothing in this clause prevents you from relying on any legal protections available to you under UK consumer legislation.

Kingstonuponthames Carpet Cleaners aims to provide a reliable, professional, and fair service, and these terms are designed to support that approach. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions. If you are unsure about any aspect of the service, the scope of the work, or the practical limits of cleaning, you should seek clarification before the appointment is confirmed.

Last updated: these terms may be revised periodically to reflect operational changes or legal updates. The most recent version will apply to future bookings. Customers are encouraged to review the terms before each new appointment, especially where the service involves specialist treatment, sensitive fabrics, or unique disposal requirements. Use of the service signifies acceptance.