South Kensington Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which South Kensington Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions and that they form a legally binding agreement between you and South Kensington Carpet Cleaners.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual, company or organisation booking the services of South Kensington Carpet Cleaners.
Company means South Kensington Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning and any additional cleaning or ancillary services supplied by the Company as agreed with the Customer.
Premises means the property or properties where the Services are to be carried out.
Terms means these Terms and Conditions, as amended from time to time.
2. Scope of Services
The Company provides professional carpet cleaning and related services within its operating area. The exact scope of the Services for each booking will be confirmed during the booking process based on the Customer's requirements, the type and condition of carpets or other surfaces, and access to the Premises.
The Company reserves the right to refuse or suspend Services where the Premises or conditions are deemed unsafe, where access is not reasonably possible, or where the requested work falls outside the Company’s usual service capabilities. In such cases, the Customer will be informed as soon as reasonably practicable.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Company’s accepted communication channels. All bookings are subject to availability and confirmation by the Company.
3.2 The Customer must provide accurate and complete information at the time of booking, including but not limited to the location of the Premises, type and number of rooms or areas, approximate carpet or upholstery materials, parking availability, and any particular concerns such as heavy staining, odours or pre-existing damage.
3.3 Any quotation provided prior to an on-site inspection is an estimate only, based on the information supplied by the Customer. The Company reserves the right to adjust the price if the information provided was incomplete, inaccurate, or if the actual condition or size of the areas to be cleaned differs materially from that described at the time of booking.
3.4 A booking is considered confirmed only when the Company has expressly accepted it and, where applicable, when the required deposit has been received and acknowledged.
4. Access, Parking and Preparation
4.1 The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. The Company is not responsible for delays or inability to perform the Services where access is restricted or impossible.
4.2 The Customer is responsible for arranging suitable parking for the Company’s vehicle as close as reasonably possible to the Premises. Any parking charges or permits required are to be borne by the Customer and may be added to the final invoice.
4.3 The Customer should remove small items, breakables and personal belongings from the areas to be cleaned prior to the appointment. While the Company will take reasonable care when moving light furniture where appropriate, large, heavy or fragile items may not be moved and areas beneath or behind such items may not be cleaned.
5. Pricing and Payment Terms
5.1 Prices for Services are provided to the Customer in advance as a quotation or estimate and are generally based on the size and condition of the areas to be cleaned, the type of service required, and the location of the Premises.
5.2 All prices are stated in pounds sterling and are exclusive or inclusive of applicable taxes as explicitly stated at the time of quotation. Any change in tax rates may be reflected in the final price in accordance with applicable law.
5.3 The Company may require a deposit at the time of booking. Any deposit amount and due date will be communicated to the Customer. Deposits are generally non-refundable except where the Company cancels the booking without offering a suitable alternative time.
5.4 Unless otherwise agreed in writing, payment of the balance is due immediately on completion of the Services. The Company may accept different payment methods, which will be communicated to the Customer in advance or at the time of service.
5.5 If payment is not made when due, the Company reserves the right to charge reasonable late payment fees and interest on the outstanding amount in line with applicable legislation. The Company may also suspend further services until payment is received in full.
6. Cancellations, Rescheduling and No-Show
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice in advance of the scheduled appointment time. The minimum notice period required for cancellation or rescheduling without charge will be communicated at the time of booking and is typically at least 24 hours.
6.2 Where the Customer cancels or reschedules with less than the required notice period, the Company reserves the right to charge a late cancellation fee, which may be up to a reasonable percentage of the quoted service price or the full deposit amount.
6.3 If the Customer fails to provide access to the Premises at the agreed time, or if the Premises are not in a condition that allows the Services to be carried out, this may be treated as a late cancellation, and the Customer may be charged a no-show or call-out fee.
6.4 In the event that the Company must cancel or significantly reschedule a booking due to operational reasons, illness, equipment failure, safety concerns, or other issues beyond its reasonable control, the Company will notify the Customer as soon as practicable and offer an alternative appointment time. Where no suitable alternative can be agreed, any deposit paid for the affected booking will be refunded.
7. Service Standards and Limitations
7.1 The Company will provide the Services using reasonable care and skill and in accordance with industry standards for professional carpet cleaning.
7.2 While the Company will use appropriate cleaning methods and products, complete stain or odour removal cannot be guaranteed. Certain stains and damage may be permanent and beyond the scope of the Services, particularly where they have been present for a long time, involve certain substances, or have been treated previously with unsuitable products.
7.3 The Customer acknowledges that some materials are more delicate or prone to damage, fading or shrinkage. The Company will seek to identify such risks where possible, but cannot be held responsible for inherent weaknesses in fabrics, pre-existing conditions, or reactions arising from previous treatments or cleaning products not applied by the Company.
7.4 Drying times for carpets and fabrics can vary depending on material, soiling level, ventilation and weather conditions. Any drying times quoted by the Company are estimates and not guaranteed. The Customer is responsible for ensuring adequate ventilation and taking care when walking on damp carpets.
8. Customer Obligations
8.1 The Customer must disclose any known issues that may affect the performance of the Services, including but not limited to previous water damage, colour instability, loose seams, fraying, or any existing damage to carpets, flooring or furnishings.
8.2 The Customer must keep children, pets and other occupants away from work areas during the cleaning process and until carpets or surfaces are safe for normal use.
8.3 The Customer must not use or walk on areas marked as unsafe or not yet dry and should follow all reasonable instructions given by the Company’s operatives relating to safety and post-cleaning care.
9. Liability and Insurance
9.1 The Company maintains appropriate insurance cover for its operations. Details of insurance can be provided upon reasonable request.
9.2 The Company will take reasonable care to avoid damage to the Premises and property. If damage is caused by the negligence, lack of reasonable skill or wilful misconduct of the Company or its operatives, the Company will, at its option, repair the damage, arrange for a third party to repair the damage, or pay fair compensation for the damage.
9.3 The Company shall not be liable for any loss or damage arising from inaccuracies in the information supplied by the Customer, failure to follow the Company’s instructions, or any inherent defect, weakness or pre-existing condition of the Premises, carpets, furnishings or other items.
9.4 The Company shall not be liable for indirect, special or consequential loss or damage, including but not limited to loss of profit, loss of business or loss of opportunity, arising out of or in connection with the Services.
9.5 Nothing in these Terms shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded by law.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle, store and dispose of waste generated during the provision of the Services in accordance with applicable waste management and environmental regulations.
10.2 The Customer is responsible for informing the Company of any hazardous substances or contamination at the Premises that may affect the provision of the Services or the safe handling of waste.
10.3 The Company will not remove household refuse, bulky items or general waste unless this has been specifically agreed in advance as part of the Services. Any additional charges related to the collection, transport or disposal of waste materials will be communicated to the Customer.
10.4 The Company may use professional cleaning agents and equipment that must not be tampered with, poured away or disposed of by the Customer. The Customer agrees not to interfere with chemicals, solutions or equipment left temporarily on the Premises during the course of the Services.
11. Complaints and Claims
11.1 If the Customer is not satisfied with any aspect of the Services, the Customer must notify the Company as soon as possible, and in any event within a reasonable period after completion of the Services, giving a clear description of the issue.
11.2 The Company will investigate any complaint and may, where appropriate, arrange to inspect the Premises. If the complaint is found to be justified, the Company may, at its discretion, re-perform the affected part of the Services, offer a partial refund, or provide another appropriate remedy.
11.3 The Customer agrees to allow the Company a reasonable opportunity to remedy any complaint before seeking alternative cleaners, repairs or compensation from third parties.
12. Force Majeure
12.1 The Company shall not be in breach of these Terms or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. Such events may include, but are not limited to, adverse weather, transport disruptions, accidents, illness, power failures, equipment breakdown, acts of government, or other emergencies.
12.2 Where a force majeure event occurs, the Company will notify the Customer as soon as reasonably practicable and will endeavour to reschedule the Services within a reasonable time frame.
13. Privacy and Data Protection
13.1 The Company will collect and process personal data provided by the Customer for the purpose of managing bookings, delivering the Services and administering the business relationship.
13.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable steps to keep such data secure and confidential.
13.3 The Customer has rights in relation to their personal data, which may include the right to access, correct or request deletion of certain information, subject to legal and contractual restrictions.
14. Amendments to Terms
14.1 The Company reserves the right to amend or update these Terms from time to time. Any changes will take effect from the date they are published or otherwise communicated to the Customer and will apply to all bookings made after that date.
14.2 The version of the Terms in force at the time of booking will apply to that particular booking, unless a change is required by law or regulation.
15. Governing Law and Jurisdiction
15.1 These Terms and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or their subject matter or formation.
16. General Provisions
16.1 If any provision of these Terms is found to be invalid, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
16.2 No failure or delay by the Company in exercising any right or remedy provided under these Terms or by law shall constitute a waiver of that or any other right or remedy.
16.3 These Terms, together with any written quotation or confirmation of booking, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.
16.4 The Customer may not assign or transfer any of their rights or obligations under these Terms without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for business operations, provided that such assignment does not materially affect the Customer’s rights under these Terms.