Kenton Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Kenton Carpet Cleaners provides domestic and commercial carpet cleaning and related cleaning services. By making a booking, you agree to be bound by these terms. They are designed to clarify how appointments are arranged, how charges are calculated, when payments are due, and what responsibilities apply to both the customer and the service provider. These terms should be read alongside any written quotation, booking confirmation, or pre-service notes issued for a particular job.

The use of the phrases we, us, and our in this document refers to Kenton Carpet Cleaners. The phrases you and your refer to the customer, client, tenant, landlord, property owner, or other person requesting the service. If you book on behalf of another person or organisation, you confirm that you have authority to do so and that the person or organisation has agreed to these terms as well.

These conditions are intended to be fair and balanced. They reflect standard UK service practice and are written to reduce misunderstandings concerning access, property condition, cleaning outcomes, stain treatment, and liability. They do not replace any statutory rights that may apply under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force so far as possible.

1. Booking process

A booking is normally made after an initial enquiry and may be completed by telephone, email, message, or any other accepted method of communication. A booking is only confirmed once we have accepted the appointment, agreed the service scope, and, where required, received a deposit or written acceptance of the quotation. Until confirmation is issued, no date or time should be treated as guaranteed.

At the time of booking, you must provide accurate information about the property, the areas to be cleaned, floor types, access arrangements, parking restrictions, occupancy, and any known risks such as fragile fittings, recent repairs, pet contamination, or water-sensitive materials. If the information provided is incomplete or inaccurate, we may revise the quotation, adjust the appointment time, or decline to proceed on arrival if the service cannot be delivered safely or effectively.

We may ask for photographs, measurements, or other details in order to assess the work in advance. Any estimate based on limited information is offered in good faith but may be adjusted once the site has been inspected. If additional contamination, furniture movement, specialist stain treatment, or extra drying support is required, those items may be charged separately with your agreement. All estimates are subject to the actual condition of the carpet cleaning area at the time of service.

2. Appointment access and customer responsibilities

You must ensure that we have safe and timely access to the property at the agreed appointment time. This includes arranging entry, unlocking any restricted area, clearing personal items where necessary, and ensuring that electricity and water supplies are available unless the service has been arranged otherwise. Delay caused by lack of access, obstruction, poor lighting, or failure to prepare the area may result in additional charges or rescheduling.

Where furniture must be moved, you should tell us in advance which items are heavy, delicate, valuable, fixed, or unsuitable for movement. Unless specifically agreed, we do not move items that are dangerous, excessively heavy, or likely to be damaged. You are responsible for removing cash, jewellery, documents, electronics, ornaments, and other personal or valuable possessions before work begins. We do not accept responsibility for items left in the cleaning area unless loss or damage is caused by our proven negligence.

3. Payments and pricing

Prices may be quoted as a fixed sum, an hourly rate, a room-based rate, or a combination of these methods depending on the type of carpet cleaning service requested. Any quotation is valid for the period stated on the quotation or, if no period is stated, for a reasonable time only. We reserve the right to amend a price if the work differs materially from the description provided at the time of booking.

Payment is due in accordance with the terms agreed in advance. In most cases, payment must be made on completion of the service unless a deposit, part-payment, or invoice arrangement has been explicitly agreed. Accepted payment methods may vary and may include bank transfer, card, cash, or invoice payment for approved business customers. If an invoice is issued, it must be paid by the due date shown on the invoice.

Where a deposit is requested, it is used to secure the appointment and may be deducted from the final balance. If you fail to attend, cancel late, or refuse access without a valid reason, the deposit may be retained to cover administrative and lost booking costs, subject to applicable law. We may also charge for any materials used, parking fees, or special disposal costs that were agreed or reasonably incurred.

Late payment may result in administrative charges and, if necessary, debt recovery action. Any reasonable costs of recovering overdue sums, including fees associated with reminders or collection measures, may be added to the amount owed, provided such costs are lawful and proportionate. Title to any goods supplied, if applicable, remains with us until full payment has been received.

4. Cancellations, postponements, and missed appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation period has been stated in writing, we ask for at least 24 hours’ notice for standard appointments and as much notice as possible for larger or specialist carpet cleaning jobs. Cancellations made with insufficient notice may be subject to a cancellation charge to reflect time reserved, labour allocated, and any expenses already incurred.

If we need to cancel or postpone an appointment due to illness, vehicle failure, weather disruption, safety concerns, equipment breakdown, or other circumstances beyond our reasonable control, we will aim to offer an alternative time. We will not be liable for any indirect loss arising from a rearranged appointment, although we will act reasonably and in good faith to minimise inconvenience.

If you are not present at the appointment or fail to provide access within a reasonable waiting period, the visit may be treated as a missed appointment. In such circumstances, we may charge a call-out fee, lost time fee, or cancellation charge, especially where staff, equipment, or products have already been allocated to the job. Where practical, we may agree to wait longer, but this is at our discretion and may incur additional cost.

5. Service standards and results

We will use reasonable skill and care in providing our services and will aim to deliver a high-quality result suitable to the carpet type and condition. However, cleaning outcomes depend on many factors beyond our control, including fibre type, previous wear, age, staining, dye stability, backing condition, and the quality of past maintenance. For this reason, we do not guarantee complete removal of all marks, odours, or pre-existing damage.

Where a stain or soil condition is especially old, set-in, chemical-sensitive, or caused by substance penetration into the underlay, the carpet cleaning process may improve appearance without fully restoring the material to a new condition. Any advice given before or during the appointment is offered honestly but should not be treated as a guarantee of outcome. We may decline to treat areas where the risk of damage is unacceptably high.

If drying times are affected by weather, ventilation, carpet density, or the amount of solution required, this will not normally be treated as a fault in the service. You are responsible for avoiding foot traffic, furniture replacement, or use of the cleaned area before it is sufficiently dry. Where aftercare instructions are provided, you should follow them carefully to reduce the risk of re-soiling, marking, or shrinkage.

6. Liability and exclusions

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. Subject to that, our liability is limited to the amount paid or payable for the specific service that gave rise to the claim, except where a higher limit is required by law.

We shall not be liable for loss or damage caused by matters outside our control, including but not limited to pre-existing defects, unsuitable carpet condition, hidden wear, poor prior installation, water ingress, structural defects, or the actions of third parties. We are also not liable for indirect or consequential losses such as loss of profit, loss of business, inconvenience, wasted time, or loss of enjoyment.

Any claim for damage must be notified to us as soon as reasonably possible and in any event within a reasonable time after completion of the service. You must allow us the opportunity to inspect the alleged issue and, where appropriate, to put matters right. Failure to provide notice or to allow inspection may limit or remove any remedy that might otherwise have been available.

We may use subcontractors or suitably trained personnel to carry out some or all of the work. Where we do so, we remain responsible for the standard of the service provided, subject to these terms and the law. However, we are not responsible for advice, actions, or omissions that arise because you instructed us to proceed against our recommendation.

7. Customer property, fabric care, and pre-existing conditions

Before cleaning begins, you should inform us of any known issues such as loose seams, colour loss, hidden stains, insect damage, frayed edges, underlay deterioration, or previous cleaning attempts. Many carpets contain delicate fibres, adhesives, or dyes that can react unpredictably to moisture, heat, agitation, or chemicals. By requesting the service, you acknowledge that some risk is inherent in carpet cleaning and that minor changes in texture, shade, or pile direction may occur.

We may refuse to clean any item that appears unsafe, contaminated beyond reasonable treatment, or likely to suffer unacceptable damage. Where such refusal occurs after attendance, a call-out or inspection fee may apply if this was previously agreed or reasonably incurred. You agree not to ask us to use products or methods that are unsafe, illegal, or inconsistent with manufacturer guidance where such guidance has been disclosed to us.

8. Waste regulations and disposal

Any waste generated in the course of the service will be handled in a lawful and responsible manner. This includes dirty water, residue, packaging, disposable protective materials, and any contaminated items removed from the cleaning area where disposal has been agreed. We will not knowingly dispose of regulated, hazardous, or clinical waste unless specifically agreed in advance and lawfully permitted to do so.

You are responsible for informing us of any waste that may be hazardous, offensive, or subject to special handling requirements. If such material is discovered during the service, we may stop work until it can be safely managed. Additional charges may apply where specialist disposal, containment, or PPE is required. We reserve the right to decline work involving substances that we are not properly equipped or authorised to handle.

Any waste left behind in connection with the service will only be removed or transported in accordance with applicable waste management rules and duty-of-care requirements. If external disposal services are required, the associated cost may be added to the invoice where this was necessary and reasonable. We do not ask customers to breach environmental, health, or safety regulations, and we expect cooperation in ensuring lawful waste handling on the property.

9. Health and safety

We may suspend or stop work if we believe there is an immediate health or safety risk. This includes unsafe flooring, exposed wiring, aggressive behaviour, excessive clutter, pest infestation, or the presence of materials that could harm people or equipment. If work is halted for safety reasons, you may still be charged for reasonable time spent on site and for any non-recoverable costs, subject to law.

You must tell us about any known hazards before the appointment, including asbestos risk, leaking pipes, unstable furniture, restricted ventilation, or any issue that may affect the safe delivery of the carpet cleaning service. Children and pets should be supervised and kept away from equipment, products, and wet surfaces during the job and until the area is safe to use.

10. Complaints and remedies

If you are dissatisfied with any aspect of the service, you should inform us promptly so that we have an opportunity to assess the issue and, where appropriate, correct it. We may offer re-cleaning, adjustment, or other reasonable corrective action at our discretion, provided the complaint is genuine, timely, and within the scope of the original work. No remedy will be provided for issues caused by misuse, neglect, re-soiling, third-party interference, or failure to follow aftercare instructions.

11. Data, records, and communications

We may retain records relating to quotes, bookings, invoices, service notes, and communications for business, accounting, legal, and operational purposes. Any personal information provided by you will be used only in connection with delivering and managing the service, handling payment, and administering lawful business records. We will not disclose your personal data except where necessary for service delivery, legal compliance, or legitimate business operations, subject to applicable law.

12. Governing law and final provisions

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any consumer rights or legal rules that require a different forum. If you are a consumer, nothing in these terms affects your statutory rights.

We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or agreed in writing. Continued use of our carpet cleaning services after any update will be taken as acceptance of the revised terms for future bookings.

By confirming a booking with Kenton Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms and conditions. They are intended to provide a clear framework for the provision of carpet cleaning services, while preserving fairness, lawful conduct, and professional standards throughout the appointment process.