West Kensington Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which West Kensington Carpet Cleaners provides carpet and upholstery cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. These terms are designed to be clear and fair, while reflecting the practical realities of a professional carpet cleaning service in the UK. They apply to all standard cleaning work, unless a separate written agreement states otherwise.

In these terms, “we”, “us”, and “our” refer to West Kensington Carpet Cleaners, and “you” or “the customer” refers to the person requesting the service, whether on their own behalf or for a property owner, tenant, managing agent, or business. If you book on behalf of someone else, you confirm that you have authority to do so. These terms should be read together with any written quotation, booking confirmation, or service notes we provide. If there is any inconsistency, the written quotation or booking confirmation will normally take priority for that specific service element.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will apply to that booking unless we clearly state otherwise. Any change will not affect services already accepted and scheduled, except where required by law or where the customer agrees in writing. The purpose of these terms is to keep the arrangement transparent, so both parties understand their rights, obligations, and limitations before work begins.

Booking process begins when you request a quote or enquiry and we provide an estimated or fixed price based on the information supplied. This may include the size and condition of the area, the type of carpet or fabric, access conditions, stain concerns, and any requested add-on services. Where a quotation is estimated, it is based on the description provided by you and may change if the actual condition or scope of work differs materially from that description. The final agreement is formed only once we confirm the booking.

To secure an appointment, we may require confirmation in writing, by email, by text message, or through another agreed method. You must ensure the details you provide are accurate and complete. This includes the property address, parking or access restrictions, room count, surface type, and any known hazards. If the service is for a managed or tenanted property, you should make sure consent has been obtained from the relevant party where needed. We are entitled to rely on the information you provide when planning the job and allocating time.

We will usually confirm the appointment date, approximate arrival window, expected service scope, and any special conditions. If we require a deposit, that will be made clear before the booking is accepted. A booking is only deemed confirmed when we have accepted the instruction and, where applicable, received the deposit. We reserve the right to decline or cancel a booking where it is not practical, safe, lawful, or commercially reasonable to proceed. This includes situations where the property conditions are not as described, or where access cannot be reasonably arranged.

Payments must be made in accordance with the quotation or booking confirmation. Unless stated otherwise, payment is due immediately upon completion of the service. We may accept payment by bank transfer, card, cash, or another method we agree in advance. Any deposit paid will be deducted from the final invoice where applicable. If we provide an itemised invoice, it should be paid by the stated due date. Late payment may result in administration charges, recovery costs, or interest where permitted by law.

All prices are stated in pounds sterling unless otherwise noted. Prices may be inclusive or exclusive of VAT depending on our business status and the service arrangement, and this will be stated where relevant. Additional charges may apply if the scope of work increases, for example due to extra rooms, severe soiling, contamination, difficult access, delays caused by the customer, or unplanned work requested on site. Where additional charges arise, we will normally explain the reason before proceeding, unless urgent action is needed to protect equipment, staff, or the property.

We are not responsible for delays or non-performance caused by non-payment, card declines, incorrect payment details, bank delays, or disputed charges. If payment is refused or reversed after a service has been completed, we may suspend future appointments and pursue recovery of the outstanding sum. If a discount, promotion, or package price is offered, it applies only to the specific terms advertised or agreed, and may be withdrawn or amended for future bookings. Promoted prices do not create any entitlement beyond the exact service described.

Cancellations and rescheduling should be made as early as possible. If you need to cancel or change the appointment, please notify us promptly so that we can release the slot and manage staff scheduling. Where a deposit has been paid, cancellation terms will depend on the timing of notice and any non-recoverable costs already incurred. A cancellation made at short notice may result in the deposit being retained or a cancellation charge being applied, where reasonably justified by our loss.

We may also need to cancel or rearrange a booking because of illness, unsafe conditions, staff shortages, transport disruption, equipment failure, weather, or circumstances beyond our control. In such cases, we will seek to offer an alternative appointment. We will not be liable for indirect losses caused by a reschedule, including loss of earnings, inconvenience, or third-party charges, except where such liability cannot lawfully be excluded. We will act reasonably and communicate the change as soon as practicable.

If we attend a property and cannot complete the work because access is not available, the property is not ready, the information provided was inaccurate, or the customer is absent where presence is required, we may treat this as a late cancellation or failed appointment. In that event, a call-out fee, wasted journey fee, or partial charge may apply. This is because we will have reserved time, labour, and equipment based on the confirmed booking. Repeated cancellations or failures to provide access may result in refusal of future services.

Liability is limited to the reasonable care and skill we are required to provide under UK consumer law and applicable contract law. We will take appropriate precautions while carrying out carpet cleaning services, but some risk of adverse results may arise because of the age, condition, material, previous treatments, or construction of the carpet, upholstery, or flooring. Certain stains, odours, wear patterns, dye transfers, or pre-existing damage may not be fully removable, and we do not guarantee complete restoration unless expressly stated in writing.

Before work begins, you should tell us about any known fragility, loose seams, damage, colour instability, water-sensitive materials, specialist finishes, or previous cleaning or repair work. We may decline to clean an item if we reasonably believe it presents a risk of damage. Where you request that we proceed despite a known risk, you accept responsibility for the possible consequences to the extent permitted by law. We are not liable for damage caused by hidden defects, structural weakness, pre-existing wear, or inherent vice in the materials.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of data arising from the service. If we are found liable for property damage caused by our negligence, our total liability shall be limited to the reasonable cost of repair or replacement, taking account of age, wear, and condition.

Waste regulations apply where our work produces waste water, removed debris, packaging, disposable cloths, or contaminated materials. We will handle waste in a responsible manner and in line with applicable UK environmental and waste disposal requirements. Where waste arises from the cleaning process, we may retain or dispose of it in accordance with our lawful procedures. You must not ask us to dispose of hazardous, illegal, or unidentified waste unless this has been agreed in advance and can lawfully be handled.

The customer is responsible for informing us if any carpets, rugs, upholstery, or surrounding materials may contain hazardous substances, contamination, mould, biological matter, sharps, chemicals, or other regulated waste. If such materials are discovered during the service, we may stop work immediately and take any necessary safety measures. Additional charges may apply for specialist handling, protective equipment, or lawful disposal. We are not obliged to remove, transport, or process hazardous waste unless we have specifically agreed to do so in writing and are legally permitted to do so.

You remain responsible for ensuring that the property is fit for the work requested and that no prohibited materials are presented as standard household waste. Any waste produced by customer misuse, illegal dumping, or concealed contamination may result in the service being suspended. We reserve the right to notify the relevant authorities where we reasonably believe there is an environmental, public health, or legal concern. This helps ensure that our carpet cleaners operate within lawful and safe business practices.

Customer responsibilities include preparing the property before the appointment, ensuring reasonable access to the area to be cleaned, securing valuables, and protecting fragile or loose items. You should move small personal belongings where possible and tell us about any furniture that should not be moved. If furniture relocation is part of the service, it will only be done where safe and reasonable. We are not responsible for items that are unstable, improperly assembled, or unsafe to move.

You must provide a safe working environment for our staff. This means ensuring adequate access to water, electricity, and, where needed, ventilation. Any pets should be secured and children supervised while the service is underway. We may stop work if conditions are unsafe or if we believe our staff may be exposed to risk. Where work is paused for safety reasons and the issue is not promptly resolved, we may charge for time already spent and for any wasted attendance.

Guarantees and complaints are handled on a case-by-case basis. If you believe the service has not been provided with reasonable care and skill, you should notify us within a reasonable time after completion and before further treatment, re-cleaning, or third-party intervention takes place. We may ask for photographs, a description of the issue, and the opportunity to inspect or rectify the concern. Where a problem is confirmed and falls within our responsibility, we may offer a re-clean, partial refund, or other appropriate remedy.

Any complaint will be assessed fairly, with regard to the information supplied before booking, the condition of the item before treatment, and the circumstances present on site. No remedy will be offered for normal residual marks, wear, or limitations inherent in the cleaning process. If you arrange for another contractor to intervene before giving us a reasonable chance to inspect or resolve the issue, this may affect our ability to assess responsibility. Nothing in these terms affects your statutory rights as a consumer under UK law.

Force majeure means any event beyond our reasonable control, including severe weather, fire, flood, accident, epidemic, civil disturbance, transport failure, supply interruption, or government action. If such an event prevents or delays performance, we will not be in breach of contract for the period of the delay. We will make reasonable efforts to resume work or offer a new date. Neither party will be liable for failure to perform obligations caused directly by a force majeure event, provided reasonable steps are taken to mitigate the impact.

We may assign or subcontract part of the service if needed to complete the work professionally, but we remain responsible for the standard of service provided under these terms. No person other than the parties to the contract may enforce any term under the Contracts (Rights of Third Parties) Act 1999 unless expressly agreed in writing. If any provision of these terms is found unlawful or unenforceable, the remaining provisions will continue in effect. A waiver of any breach will not constitute a waiver of future breaches.

General service conditions

Our carpet cleaning services are provided on the understanding that the customer has authority to authorise the work. This may be as owner, tenant, managing agent, or another authorised representative. Where a landlord, tenant, or agent is involved, responsibility for payment lies with the party who placed the order unless otherwise agreed in writing. If approval from a third party is needed, it is the customer’s responsibility to obtain it before the appointment date.

The work carried out will generally be limited to the scope discussed at booking or stated in the quotation. Any request to add extra rooms, stain treatment, odour treatment, or specialist fabric care may change the price and timing. We will aim to complete the agreed service within the estimated duration, but this is not guaranteed where the property condition, access, or drying conditions vary. Drying times are estimates only and depend on materials, ventilation, and environmental conditions.

Governing law and jurisdiction: these terms, and any dispute or claim arising from or in connection with them, shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is resident in another part of the UK and applicable law provides otherwise. If a dispute arises, the parties should first try to resolve it informally and in good faith before commencing formal proceedings. This approach helps keep matters efficient and proportionate.

Final provisions

These terms represent the entire agreement between the customer and West Kensington Carpet Cleaners in relation to the relevant service, subject to any mandatory rights under law. No verbal statement by a member of our team will override a written quotation or confirmation unless we expressly agree to that change in writing. If we choose not to enforce a term on one occasion, that does not mean we waive the right to enforce it later. Headings are for convenience only and do not affect interpretation.

By proceeding with a booking for West Kensington Carpet Cleaners, you acknowledge that you have read and understood these UK service terms and agree to be bound by them. These terms are intended to support a professional, transparent, and lawful service relationship, while allowing reasonable flexibility for practical cleaning work. If any specific clause is agreed differently for a particular job, that agreed variation will apply only to that job and only to the extent stated. The remainder of these terms will continue to apply in full.