Kingston upon Thames Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Kingston upon Thames Carpet Cleaners provides carpet, upholstery and related cleaning services within its service area. By making a booking, accessing our services, or allowing our operatives to attend your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 Client means any individual, business, landlord, tenant, managing agent or organisation that requests, books or receives services from Kingston upon Thames Carpet Cleaners.
1.2 Company, we, us, our means Kingston upon Thames Carpet Cleaners, the provider of the services.
1.3 Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, spot cleaning, end of tenancy carpet cleaning, commercial carpet cleaning, and any other associated or ancillary services agreed between the Client and the Company.
1.4 Premises means the property, site, or location where the Services are to be carried out.
1.5 Booking means a confirmed request by the Client for the Company to supply Services at an agreed time, date and address.
2. Scope of Services
2.1 The Company will provide the Services with reasonable skill and care, using appropriate equipment, methods and cleaning products that are suitable for the type of surfaces and fabrics identified by the Client or reasonably apparent to our operatives.
2.2 The Client acknowledges that certain stains, odours, marks and wear cannot always be fully removed and that the results of any cleaning will depend on the condition, age, fibre type, prior cleaning, and level of soiling of the carpets or upholstery.
2.3 The Company does not guarantee complete removal of all stains or odours and does not guarantee restoration to a new or original condition. Any estimates of likely results are opinions only and not warranties.
2.4 The Company may decline to provide Services where, in its reasonable opinion, the condition of the carpets, flooring or premises presents a health and safety risk or where cleaning is likely to cause damage.
3. Booking Process
3.1 Bookings may be made by the Client through our online enquiry forms, written correspondence, or other communication channels accepted by the Company.
3.2 At the time of booking, the Client must provide accurate information regarding the Premises, access arrangements, parking availability, type and approximate size of areas to be cleaned, and any known issues such as heavy soiling, stains or damage.
3.3 The Company will provide either a fixed quote based on the information supplied or an estimate that may be adjusted following inspection of the Premises on arrival. Where significant discrepancies arise between the information provided and the actual conditions, the Company reserves the right to amend the price or decline to proceed.
3.4 A Booking is only confirmed once the Company has acknowledged acceptance of the job and, where required, received any applicable booking fee or deposit.
3.5 The Client must ensure that an adult is present at the Premises at the start of the appointment unless otherwise agreed in advance and suitable access arrangements have been made.
4. Pricing and Quotes
4.1 Prices are generally quoted per room, per item or per area, and may take into account the size, condition and accessibility of the carpets and upholstery.
4.2 Any quote provided is based on the information given by the Client at the time of booking and is valid for a period stated by the Company or, if not stated, for 30 days from the date of issue.
4.3 The Company reserves the right to revise the quoted price if the information supplied by the Client is incomplete or inaccurate, or if additional areas, items or Services are requested on the day of the appointment.
4.4 All prices are stated in pounds sterling. Where applicable, any taxes, duties or similar charges will be clearly stated or included in the final price provided to the Client.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises.
5.2 The Company may accept payment by cash, bank transfer, card payment or other methods as advised to the Client. The Company is under no obligation to accept payment methods not previously agreed.
5.3 For commercial Clients, managing agents or regular contracts, the Company may agree alternative payment terms. Invoices issued under such arrangements must be paid within the timeframe specified on the invoice.
5.4 The Company reserves the right to charge interest on overdue invoices at the statutory rate and to recover any reasonable costs incurred in pursuing late payment, including debt recovery and legal costs.
5.5 The Client must not withhold payment or make any deduction by way of set-off unless expressly agreed with the Company or required by law.
6. Cancellations, Rescheduling and Access
6.1 The Client may cancel or reschedule a Booking by giving the Company reasonable advance notice. The specific notice period required and any applicable cancellation charges will be stated at the time of booking.
6.2 If the Client cancels or reschedules at short notice, the Company reserves the right to charge a cancellation fee to cover lost time, travel and administrative costs.
6.3 If the Client fails to provide access to the Premises at the agreed time, or if our operatives are unable to carry out the Services due to circumstances within the Client's control, this may be treated as a late cancellation and a charge may apply.
6.4 The Company will endeavour to attend the Premises at the agreed time. However, appointment times are approximate and may be affected by traffic, weather, previous jobs or other circumstances beyond our reasonable control. In such cases, the Company will make reasonable efforts to inform the Client of any delay or need to reschedule.
6.5 The Company reserves the right to cancel or postpone a Booking where it is unsafe, unlawful, impractical or otherwise unreasonable to carry out the Services, including but not limited to health and safety concerns or uncooperative behaviour at the Premises.
7. Client Responsibilities
7.1 The Client must ensure that the Premises are safe for our operatives to work in and comply with all relevant health and safety obligations.
7.2 The Client is responsible for moving fragile, breakable or valuable items and small furniture, unless otherwise agreed in advance. The Company does not move heavy or bulky furniture, electrical equipment, or items that may cause damage or injury if moved.
7.3 The Client must ensure that water, electricity and adequate lighting are available at the Premises during the appointment.
7.4 The Client should inform the Company of any known defects, damage, wear, colour instability, or previous cleaning treatments on carpets or upholstery that may affect the outcome of the Services.
8. Liability and Limitations
8.1 The Company will exercise reasonable care in the provision of the Services and will take appropriate steps to minimise the risk of damage to carpets, upholstery, furnishings and the Premises.
8.2 The Company shall not be liable for pre-existing damage, defects or wear, or for issues resulting from the age, condition or inherent weaknesses of materials, backing, adhesives or dyes.
8.3 The Company shall not be liable for any damage arising from the Client's failure to follow our instructions or recommendations, including guidance on drying times, ventilation, and use of carpets or upholstery after cleaning.
8.4 The Company will not be liable for loss or damage arising from inaccurate information supplied by the Client.
8.5 Nothing in these Terms and Conditions limits or excludes the Company's liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
8.6 Subject to the foregoing, the Company's total liability to the Client arising out of or in connection with the Services, whether in contract, tort, negligence or otherwise, shall not exceed the total amount paid by the Client for the specific Services giving rise to the claim.
8.7 The Company shall not be liable for any indirect, consequential or economic losses, including loss of profit, loss of business, or loss of opportunity.
9. Complaints and Claims
9.1 If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within a reasonable period after completion of the Services.
9.2 The Client must allow the Company an opportunity to inspect and, where appropriate, rectify any alleged defect or shortcoming. Refusal to provide such access may limit the Company's ability to investigate or address the complaint.
9.3 Any claim for damage to property or belongings must be reported to the Company without undue delay, providing details of the damage and any supporting evidence. Failure to report promptly may affect the ability to assess the claim.
9.4 Where a complaint is upheld, the Company may, at its discretion, provide a partial refund, a re-clean of the affected area, or other appropriate remedy, having regard to the nature of the issue and the Services originally provided.
10. Waste Handling and Environmental Regulations
10.1 The Company will, where required, handle and dispose of waste resulting from the cleaning process in compliance with applicable waste and environmental regulations in the United Kingdom.
10.2 Routine residues from carpet and upholstery cleaning, such as soiled water extracted from fibres, will be managed and disposed of in a lawful and responsible manner.
10.3 The Client is responsible for informing the Company of any hazardous substances, contamination or special waste at the Premises that may affect the Services or require specific disposal arrangements.
10.4 Where additional costs are incurred in handling or disposing of non-standard or hazardous waste, the Company reserves the right to charge the Client an additional fee, which will be discussed with the Client wherever reasonably possible before such costs are incurred.
11. Health, Safety and Access
11.1 The Company operates in accordance with relevant health and safety laws and guidance and will take reasonable steps to protect both operatives and Clients during the delivery of Services.
11.2 The Client must ensure that children, pets and other occupants are kept at a safe distance from work areas, equipment, cables and cleaning solutions during and immediately after the cleaning process.
11.3 The Client acknowledges that carpets and flooring may remain damp for a period after cleaning and may be slippery. The Client must take appropriate care and warn other occupants or visitors, and the Company accepts no liability for accidents occurring after completion of the Services as a result of damp or slippery surfaces.
12. Data Protection and Privacy
12.1 The Company may collect and process personal data necessary to accept and manage bookings, provide Services, issue invoices and communicate with Clients.
12.2 The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to protect such data from unauthorised access, use or disclosure.
12.3 The Client has the right to request access to personal data held about them and to request correction of any inaccuracies, subject to legal limitations.
13. Amendments to Terms and Conditions
13.1 The Company may amend or update these Terms and Conditions from time to time to reflect changes in the law, our business practices or the Services we offer.
13.2 The version of the Terms and Conditions in force at the time of the Client's Booking will govern that Booking, unless a change is required by law or agreed with the Client.
14. Governing Law and Jurisdiction
14.1 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.
14.2 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 Services provided, or any Booking made with the Company.
By placing a Booking with Kingston upon Thames Carpet Cleaners, the Client confirms that they have read, understood and agreed to these Terms and Conditions.