Terms and Conditions for Carpet Cleaning Services in Kingston upon Thames

These Terms and Conditions set out the basis on which carpet and related cleaning services are provided in Kingston upon Thames and surrounding areas. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Client means the individual or business requesting or receiving the services.

Services means carpet cleaning and any related cleaning or treatment services agreed between the Client and the provider.

Premises means the property or location where the services are to be carried out.

Technician means a person engaged to perform the services.

2. Scope of Services

The services typically include the cleaning of carpets, rugs, upholstery and similar surfaces as agreed at the time of booking. The exact scope of work, including the areas and items to be cleaned, any stain treatments and any additional services, will be agreed with the Client before the commencement of work.

The provider reserves the right to refuse to carry out any services that are unsafe, unlawful, or beyond the capabilities of the available equipment and methods, including but not limited to work at unsafe heights, in hazardous conditions or on items that are too delicate or damaged to clean.

3. Booking Process

Bookings can be requested by the Client through any accepted communication method such as an online form or written request. A booking is only confirmed when the Client has received explicit confirmation of the appointment date, time and indicative price.

The Client must provide accurate information about the Premises and the items to be cleaned, including the approximate room sizes, type and condition of carpets, access restrictions, parking availability and any known stains, odours or damage. This information is used to estimate the duration, price and resources required for the services.

The provider may request photographs or further details before confirming the booking, particularly for larger or more complex jobs. Any estimates given prior to inspection are indicative only and may be adjusted after an on-site assessment, subject to the Client's approval before work begins.

4. Client Obligations

The Client agrees to ensure that the Technician has safe and reasonable access to the Premises for the duration of the appointment. The Client is responsible for arranging suitable parking or entry permissions, and for any associated costs such as parking charges or access fees, unless otherwise agreed in writing.

The Client must remove small furniture, fragile items, ornaments, personal belongings and any items of value from the areas to be cleaned, unless different arrangements have been agreed in advance. The Client is responsible for securing valuables and confidential items prior to the Technician's arrival.

The Client must inform the Technician before work begins of any known issues that may affect the services, including pre-existing damage, loose fittings, unstable furniture, water damage, colour instability, or prior cleaning treatments such as the use of unsuitable chemicals.

5. Pricing and Estimates

Prices are based on the information provided by the Client at the time of booking and any subsequent inspection at the Premises. Where the actual condition, size or complexity of the work differs significantly from the information given, the provider reserves the right to revise the price. Any revised price will be communicated to the Client before continuing with the services.

Unless otherwise stated, prices are quoted per room, per item, per square metre or per hour, depending on the nature of the services. Minimum charges may apply, including minimum call-out fees or minimum booking durations, which will be communicated at or prior to booking.

Prices are inclusive or exclusive of any applicable taxes, depending on the current legal status and requirements. The Client will be informed of the tax position as part of the quotation or booking confirmation.

6. Payments and Invoicing

Payment terms will be confirmed at the time of booking. Unless expressly agreed otherwise, payment is due immediately on completion of the services at the Premises. For commercial or repeat Clients, alternative payment terms may be agreed in writing.

Accepted payment methods will be advised to the Client before the appointment. Cash, card or bank transfer may be available depending on the arrangements in place at the time of booking.

In the case of invoices issued with payment terms, time for payment shall be of the essence. If the Client fails to make payment by the due date, the provider may charge interest on overdue amounts at a reasonable rate and may suspend or cancel further services until all outstanding sums have been paid in full.

The Client is responsible for all bank charges arising from international or special transfers and must ensure that the net amount received matches the invoiced total.

7. Cancellations, Rescheduling and Missed Appointments

The Client may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed, a minimum of 24 hours' notice before the scheduled start time is required to avoid cancellation charges.

If the Client cancels or reschedules with less than the required notice period, the provider reserves the right to charge a cancellation fee, which may be up to a specified proportion of the quoted price. If the Technician arrives at the Premises at the agreed time and is unable to gain access, or if the Client is not present where their presence is essential, this may be treated as a late cancellation and a call-out or cancellation fee may be charged.

In the event of unforeseen circumstances, such as severe weather, illness, operational issues or other events beyond reasonable control, the provider may need to cancel or reschedule an appointment. In such cases, every effort will be made to agree a new mutually convenient time. The provider will not be liable for any losses arising from such changes, beyond refunding any prepayments for services not delivered.

8. Service Standards and Results

Services are carried out using reasonable care and skill, and with methods appropriate to the type of carpet, textile or surface being treated. However, the Client acknowledges that the outcome of cleaning depends on several factors, including the age and condition of the material, the type and age of stains, previous cleaning attempts and original quality of installation.

No guarantee can be given that every stain or odour will be completely removed, or that carpets or textiles will be restored to their original appearance. Where shrinkage, colour changes or texture changes are a known risk due to the nature of the material or its previous treatment, this will be explained to the Client as far as reasonably possible prior to proceeding with the work.

9. Liability and Damage

The provider will use reasonable care to avoid causing damage to property and belongings. The Client must notify the Technician immediately if they have any concerns during the provision of services.

If the Client believes that damage has occurred as a result of the services, the Client must notify the provider in writing as soon as reasonably practicable, and in any event within 48 hours of completion of the services, providing all relevant details and evidence where possible.

Liability for any proven damage directly caused by negligence during the provision of the services shall be limited, at the provider's discretion, to one of the following remedies: reasonable repair of the damaged item, replacement of the item on a like-for-like basis, or financial compensation not exceeding the value of the affected item and subject to any applicable insurance cover.

The provider shall not be liable for pre-existing damage, wear and tear, defective materials or installation, latent defects, or issues resulting from previous cleaning or treatment by third parties. No liability is accepted for loss of profit, loss of business, or any indirect, consequential or economic losses.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

10. Health, Safety and Access

Health and safety procedures will be followed during the provision of services. The Client agrees not to enter areas where cleaning is being carried out if advised that this may be unsafe, for example due to wet floors, electrical cables or equipment in use.

The Client must ensure that children, vulnerable persons and pets are kept away from work areas and equipment until it is safe to return. Some cleaning products may be unsuitable for people with allergies or respiratory conditions, and the Client should inform the Technician in advance of any specific health concerns so that suitable alternatives can be considered where possible.

11. Waste Handling and Environmental Regulations

The handling, storage and disposal of waste generated during the services will be carried out in accordance with applicable waste and environmental regulations. This may include the disposal of extracted dirt, contaminated water, used cleaning materials and packaging.

Where waste is collected at the Premises as part of the services, it will be confined to waste arising directly from the cleaning process. The provider is not responsible for general household or commercial waste removal unless expressly agreed as a separate service.

Contaminated waste, including waste affected by hazardous substances, bodily fluids, pest infestations or similar, may require special handling and disposal procedures. Additional charges may apply where specialist services, equipment or licensed facilities are needed. The Client will be informed of such requirements and any associated costs as soon as reasonably possible.

The Client must not request or permit the Technician to dispose of waste in a manner that breaches local waste disposal rules, sewerage regulations or environmental legislation. The provider reserves the right to refuse to perform any work that would result in unlawful waste disposal.

12. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the services, they should raise the issue with the Technician as soon as possible, preferably before the Technician leaves the Premises, so that an immediate attempt can be made to resolve the matter.

If the issue cannot be resolved on site, the Client should submit a written complaint describing the concern in detail and providing any supporting evidence. The provider will investigate the complaint and respond within a reasonable time, offering an explanation and, where appropriate, proposing remedial action or partial refund.

Both parties agree to make reasonable efforts to resolve disputes amicably. If a dispute cannot be resolved directly, either party may seek further advice or remedies through appropriate legal or advisory channels.

13. Force Majeure

Neither party shall be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure is due to events beyond reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, acts of terrorism, strikes, pandemics, utility failures or government restrictions.

Where a force majeure event occurs, the affected party shall notify the other as soon as reasonably practicable and both parties shall seek to agree alternative arrangements, such as rescheduling the services once circumstances permit.

14. Data Protection and Privacy

Any personal data collected in connection with enquiries, bookings or the provision of services will be handled in accordance with applicable data protection law. Personal information will be used only for purposes such as processing bookings, communicating with the Client, fulfilling services and maintaining records as required by law.

Information will not be shared with third parties except where necessary to deliver the services, comply with legal obligations or with the Client's consent. Further information on data handling practices may be provided in a separate privacy notice.

15. Amendments to Terms and Conditions

These Terms and Conditions may be updated or amended from time to time. The version in force at the time of booking will apply to the relevant services, unless a later version is agreed by the parties in writing.

The Client is encouraged to review the Terms and Conditions periodically, particularly when making new bookings, to ensure that they are aware of any changes that may affect their rights and obligations.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, 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 dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement between the parties in relation to the provision of carpet cleaning and related services, and supersede any prior discussions, correspondence, understandings or agreements between the parties relating to the same subject matter.

No variation of these Terms and Conditions shall be effective unless it is agreed in writing by both parties.