Service Terms and Conditions for Kenton Carpet Cleaners
These Terms and Conditions set out the basis on which Kenton Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below.
Company means Kenton Carpet Cleaners, the cleaning service provider.
Customer means the individual or organisation requesting and paying for the services.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning, and any other related cleaning services supplied by the Company.
Technician means an employee, contractor, or representative appointed by the Company to perform the services.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery, and associated surfaces. The exact scope of the services for each booking will be agreed with the Customer at the time of booking, including the areas to be cleaned and any specific treatments requested.
All services are subject to availability and the Company reserves the right to decline a booking request where it is not reasonably practicable to provide the services, including but not limited to health and safety considerations, access issues, or unsuitable conditions at the premises.
3. Booking Process
Bookings may be made by the Customer by contacting the Company through its chosen communication channels. At the time of booking, the Customer must provide accurate information about the premises, including property type, approximate room sizes, number and type of items to be cleaned, presence of pets, and any known stains or damage.
The Company may provide an estimated price based on the information supplied. This estimate may be revised if, upon arrival at the premises, the Technician finds that the information provided was incomplete or inaccurate, or that the condition of the carpets or upholstery differs significantly from what was described.
A booking will be considered confirmed only when the Company has acknowledged the booking details and, where applicable, received a deposit or pre-authorisation as specified by the Company at the time of booking.
The Customer is responsible for ensuring that someone with authority to grant access is present at the premises at the agreed date and time. If access cannot be gained, this may be treated as a late cancellation and charges may apply.
4. Access to the Premises and Customer Responsibilities
The Customer must provide safe and reasonable access to the premises, including parking where possible. Any parking charges, permits, or related fees are the responsibility of the Customer and may be added to the final invoice.
The Customer must ensure that the premises are generally tidy and that the areas to be cleaned are reasonably clear of fragile items, clutter, and personal belongings. The Company is not responsible for moving heavy or fragile furniture, electrical appliances, or valuable items. The Technician will only move items where it is safe and reasonable to do so.
The Customer must inform the Technician of any known defects, loose fittings, damaged flooring, or previous issues such as colour run, shrinkage, or prior chemical treatments that could affect the outcome of the services.
The Customer is responsible for securing valuables and sensitive documents before the Technician arrives. The Company will not be responsible for loss of or damage to items that were not adequately secured.
5. Pricing, Estimates and Quotations
All prices are provided in good faith based on the information given by the Customer at the time of booking. Estimates may be given by reference to typical room sizes or item counts and may be adjusted if the actual conditions differ.
Any additional work requested by the Customer on the day of service, such as extra rooms, additional items, or specialist stain treatments, may incur extra charges. The Technician will confirm any changes in cost before proceeding whenever reasonably possible.
Unless stated otherwise, prices are inclusive of labour, standard cleaning materials and equipment. Additional charges may apply for heavily soiled areas, emergency call-outs, out-of-hours services, or specialist treatments.
6. Payments and Invoicing
Payment terms will be communicated at the time of booking. The Company may require full or partial payment in advance, on completion of the services, or within a specified period following the date of service for approved account customers.
Accepted payment methods will be specified by the Company and may include card payments, bank transfer, or other electronic payment options. Cash payments may be accepted only where explicitly agreed in advance.
Where invoices are issued, they are payable by the due date shown. If payment is not received by the due date, the Company reserves the right to charge interest or late payment fees as permitted by law, and to suspend further services until the outstanding amount is settled.
The Customer must notify the Company of any billing queries or disputes within seven days of the invoice date. Failure to do so may be treated as acceptance of the invoice.
7. Cancellations, Rescheduling and No-Show
The Customer may cancel or reschedule a booking by giving the notice specified by the Company at the time of booking. Where adequate notice is given, any deposit may be refunded or applied to a future booking at the Companys discretion.
Where less than the required notice is given, the Company may charge a cancellation fee. This may be a fixed amount or a percentage of the estimated service cost, to cover the Companys administration and lost booking time.
If the Technician attends the premises at the agreed time and is unable to gain access, or is refused access, or if the service cannot proceed due to conditions at the premises outside the Companys control, this may be treated as a late cancellation. In such cases the Company may charge up to the full service fee.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to severe weather, illness, equipment failure, travel disruption, or safety concerns. In these cases the Company will attempt to give as much notice as reasonably practicable and will offer an alternative date. The Company will not be liable for any consequential losses arising from such cancellations.
8. Service Standards and Limitations
The Company will perform the services with reasonable skill and care, in accordance with generally accepted industry practices for carpet and upholstery cleaning.
The Customer understands that certain stains, odours, wear, and damage may be permanent and that the Company does not guarantee complete removal of all stains or restoration of carpets or upholstery to a brand-new condition. Factors such as age of the fibres, previous cleaning methods, and type of staining can limit the effectiveness of any cleaning process.
Drying times will vary depending on fibre type, ventilation, temperature, and humidity. Any drying times given are estimates only. The Customer is responsible for ensuring adequate ventilation and following aftercare instructions provided by the Technician.
The Company will not be responsible for any damage or issues arising where the Customer fails to follow aftercare advice, such as walking on wet carpets with dirty footwear, replacing furniture before carpets or upholstery are dry, or using additional cleaning chemicals on treated areas.
9. Customer Complaints and Remedies
If the Customer is dissatisfied with any aspect of the services, the Customer must notify the Company as soon as reasonably possible and, in any event, within 48 hours of the services being carried out. The Customer should provide clear details of the concern and, where requested, photographic evidence.
Where the Company considers a complaint to be justified, it may offer a re-clean of the affected area, a partial refund, or another appropriate remedy, at its discretion. The Customer must allow the Company a reasonable opportunity to inspect and rectify any issues before arranging third-party work or seeking alternative remedies.
The Company will not be liable for any costs incurred by the Customer in engaging a third party to rectify alleged issues without prior written agreement from the Company.
10. Liability and Insurance
The Company holds appropriate insurance for public liability in respect of its services. Copies of insurance details may be made available to the Customer on reasonable request.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded.
Subject to the above, the Companys total liability for any loss or damage arising out of or in connection with the services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by the Customer for the specific services giving rise to the claim.
The Company shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of use, loss of enjoyment, or loss of opportunity, arising out of or in connection with the services.
The Company is not responsible for pre-existing damage, discolouration, wear, or faults in carpets, rugs, or upholstery, or for issues that arise because the Customer failed to disclose relevant information about the condition or history of the items to be cleaned.
11. Health and Safety
The Company is committed to maintaining high health and safety standards. Technicians will use cleaning agents and equipment in accordance with manufacturer instructions and applicable regulations.
The Customer must ensure that children, pets, and vulnerable persons are kept away from equipment, cables, and wet surfaces during and immediately after the service. The Customer accepts responsibility for supervising any occupants at the premises during the service.
If at any time the Technician considers that the premises are unsafe or that the conditions present a risk to health or safety, the Technician may refuse to carry out some or all of the services. In such circumstances, the Company may treat the visit as a cancellation and apply appropriate charges.
12. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated during the provision of the services in accordance with applicable waste and environmental regulations.
Standard carpet and upholstery cleaning does not typically generate hazardous waste. However, where hazardous or contaminated materials are identified, the Company may refuse to handle them or may apply additional charges for specialist disposal.
The Customer must inform the Company in advance of any contamination risks at the premises, including but not limited to bodily fluids, chemicals, infestations, or building debris. Failure to disclose such information may result in additional charges, refusal of service, or termination of the visit in the interests of health and safety.
The Company aims to use cleaning products and methods that are effective and responsible. Where eco-friendly options are available, these may be offered on request, although availability cannot be guaranteed for all services.
13. Property Damage and Breakages
The Technician will take reasonable care to avoid damage to the premises and belongings. In the rare event that damage or breakage occurs during the service and is directly caused by the Company, the Customer must notify the Company as soon as possible, and in any event within 48 hours of becoming aware of the issue.
Where appropriate, the Company may repair the damage, arrange for a like-for-like replacement, or offer a fair compensation payment, taking into account the age and condition of the damaged item, in full and final settlement of any claim.
The Company will not be responsible for damage due to inherent defects, normal wear and tear, pre-existing conditions, or the use of cleaning methods that are reasonable and appropriate in the circumstances.
14. Privacy and Data Protection
The Company will collect and process personal data supplied by the Customer for the purposes of managing bookings, providing services, processing payments, and handling enquiries and complaints.
The Company will take reasonable steps to keep personal data secure and will not sell or disclose such data to third parties except where required to do so for legitimate business purposes, such as payment processing, debt recovery, or as required by law.
15. Events Outside the Companys Control
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, fire, flood, public health restrictions, acts of government, transport disruption, or equipment failure not caused by the Companys negligence.
16. Amendments to these Terms and Conditions
The Company may amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication. For existing bookings, the version in place at the time of booking will usually apply, unless otherwise required by law or agreed with the Customer.
17. 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 by the Company, shall be governed by and construed in accordance with the laws of England and Wales.
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.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the services, and supersede all prior discussions, correspondence, or understandings between the parties.
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.
