Terms and Conditions for Carpet Cleaning Services

These Terms and Conditions set out the basis on which we provide carpet cleaning services to domestic and commercial customers. By making a booking, you agree that these terms apply to the service contract between you and Carpetcleaning Kennington. Please read them carefully before confirming an appointment. They are intended to be clear, fair and consistent with UK consumer law and standard trade practice.

In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting the service. These terms apply to all work carried out in connection with carpet cleaning, stain treatment, deodorising, spot removal, protective treatment and any related services agreed in writing or verbally before the work begins.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

1. Booking process

All bookings are subject to availability and are only confirmed when we accept your request. A booking may be made by telephone, email, online form or any other method we make available. At the time of booking, you must provide accurate information about the property, the type of carpet or rug, the rooms or areas to be cleaned, access arrangements, and any known issues such as heavy staining, pet odours, delicate fibres, dampness or prior cleaning treatments.

We may give an estimated price before the visit based on the information supplied. However, the final quotation may change if the condition, size, fibre type, accessibility or level of soiling is materially different from what was described at the time of booking. If we cannot safely or effectively carry out the work as originally planned, we may propose an alternative method, reschedule the appointment or decline to proceed.

It is your responsibility to ensure that someone authorised to approve the work is present at the property or otherwise available at the agreed time. You must also secure permission from any landlord, managing agent, freeholder, tenant or other relevant party where required. We are entitled to assume that the person placing the booking has authority to do so and to agree to the work on your behalf.

2. Payments and charges

Unless otherwise agreed, payment is due on completion of the service on the day of the appointment. We may require a deposit or advance payment for larger bookings, repeat cancellations, commercial premises, or work involving specialist equipment or materials. Any deposit is normally non-refundable except where we cancel the service or are unable to perform the work for reasons within our control.

Prices are usually quoted on the basis of the information provided before the visit and may be subject to adjustment where the scope of work changes. Additional charges may apply for extra rooms, larger-than-expected areas, difficult access, furniture movement, urgent bookings, specialist treatment, parking restrictions, congestion, or the disposal of waste that we are required to remove lawfully. Any material change will be explained before the work continues where reasonably practicable.

We accept payment methods that we make available from time to time, and all payments must be made in full without deduction, set-off or withholding unless required by law. If payment is not made on the due date, we may suspend future services, recover reasonable debt collection costs, and charge statutory interest and compensation where permitted under the Late Payment of Commercial Debts legislation or other applicable law.

Receipts, invoices and confirmation records may be provided electronically. You are responsible for checking the accuracy of all billing information promptly and notifying us of any obvious error within a reasonable time. Failure to do so will not remove your legal rights, but it may delay any correction.

3. Cancellations, rescheduling and no-shows

You may cancel or reschedule a booking by giving reasonable notice. Where a booking is cancelled with adequate notice, no cancellation fee may be charged unless we have already incurred specific costs, such as the purchase of special materials, subcontractor fees or parking charges arranged for that appointment. Where notice is short, we may charge a fair cancellation fee to cover our lost time and direct losses, provided that the charge is reasonable and proportionate.

If you are not present at the agreed time or we are unable to gain access to the property, the appointment may be treated as a late cancellation or no-show. In such cases, we may charge the full call-out fee or part of the booked service value, particularly where our team has travelled to the property and been unable to start work. We will always act reasonably and in line with consumer protection law.

If we need to cancel or reschedule due to staff illness, equipment failure, unsafe conditions, severe weather, supply issues or any other event beyond our reasonable control, we will notify you as soon as practicable and offer a new appointment where possible. We are not liable for inconvenience caused by a lawful cancellation, but we will aim to minimise disruption and treat your booking fairly.

4. Access, preparation and customer responsibilities

You are responsible for preparing the area before the service begins, unless we have expressly agreed to move items for you. This includes removing small or fragile items, securing pets, ensuring adequate access to water and electricity where needed, and providing a safe working environment. If furniture needs to be moved, you must tell us in advance about heavy, valuable, antique or fixed items so that we can assess whether movement is safe.

You must tell us about any pre-existing damage, loose seams, worn pile, colour loss, previous flooding, mould, weak underlay, adhesive failure or fabric sensitivity before cleaning starts. We will use reasonable care, but some materials may react unpredictably to moisture, heat, detergent or agitation. Where you do not disclose relevant information, we cannot accept responsibility for resulting issues that could not reasonably have been anticipated.

5. Performance of the service

We will carry out the work with reasonable skill and care and in accordance with generally accepted cleaning methods suitable for the type and condition of the carpet. The precise technique used may vary depending on fibre type, stain severity, drying conditions and the need to protect surrounding surfaces. We may refuse to use a method that we believe could cause avoidable damage or produce unsafe results.

Any estimated drying time is approximate only and may be affected by ventilation, humidity, carpet construction and the level of soiling. We do not guarantee complete removal of all stains, odours or marks, especially where they have become permanent, have previously been treated incorrectly, or have penetrated the backing or underlay. Normal wear, shading, colour loss and fibre distortion are not defects caused by cleaning where they arise from the age or condition of the carpet.

Where specialist products are used, we may apply them in accordance with the manufacturer’s instructions and our experience. You acknowledge that some treatments, including stain protection or deodorising, may reduce but not eliminate future staining, odours or re-soiling. Any results discussed before the job are estimates only and not guarantees unless expressly stated in writing.

If, during the service, we identify a condition that makes continuing unsafe or impractical, we may pause or stop the work. This may include unexpected damage, contamination, infestation, excessive moisture, electrical hazards or structural defects. If we stop the work for a legitimate safety reason, you will pay for the work already completed and any reasonable costs already incurred.

6. Liability and limitations

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss arising from delayed drying, normal wear and tear, or pre-existing conditions of the carpet or property.

Where we are found liable for loss or damage to your property, our liability will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition and depreciation, or the price paid for the affected service, whichever is lower, unless a higher amount is required by law. We are not responsible for damage caused by hidden defects, unsuitable materials, incorrect instructions from the customer, or items that were not reasonably visible or disclosed before work began.

You must take reasonable steps to protect valuable, fragile or sentimental items before the appointment. We are not responsible for items left in work areas that are broken, misplaced or damaged because they were not removed or clearly identified in advance. If you ask us to move furniture or items, you accept that minor scuffs, scratches or movement-related marks may occur on older or unstable objects where such risk is inherent and unavoidable despite reasonable care.

Any complaint about damage or poor service should be raised as soon as reasonably possible after completion so that we can inspect the issue and, where appropriate, investigate or offer a remedy. You must allow us a reasonable opportunity to assess the matter before arranging third-party repairs, as doing so may affect our ability to verify the cause or extent of any problem.

7. Waste regulations and disposal

We will comply with applicable UK waste management, environmental protection and duty of care requirements when handling waste generated by our work. This may include packaging, used cloths, disposable materials, recovered debris and any waste we are specifically contracted to remove. Waste will be managed responsibly and, where required, transferred only to authorised carriers or appropriate disposal facilities in accordance with applicable regulations.

You must tell us in advance if the property contains hazardous materials, contaminated water, biological waste, sharps, needles, chemical residues, asbestos, rodent droppings or other dangerous substances. We do not ordinarily remove hazardous waste as part of standard carpet cleaning. If such materials are discovered unexpectedly, we may stop work immediately and advise that specialist handling is required. Any additional disposal, isolation or cleansing costs arising from unsafe or unlawful waste conditions may be charged separately where permitted.

Where waste removal is included as part of an agreed service, ownership of the waste transfers only in accordance with law and only to the extent that transfer is lawful and safe. You remain responsible for ensuring that waste placed for collection is truthful, lawful and not concealed as ordinary household or commercial refuse. We may refuse to handle any waste that could expose our staff, vehicles, equipment or the environment to risk.

8. Complaints, consumer rights and remedies

Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK law. If the service is not carried out with reasonable care and skill, or if we otherwise fail to meet our legal obligations, you may be entitled to a repeat performance, price reduction or other remedy as provided by law.

If you are dissatisfied, please notify us promptly with details of the issue and, where possible, supporting photographs. We may request access to inspect the area or arrange a return visit. We will investigate complaints fairly and aim to resolve them within a reasonable period. Where a remedy is appropriate, it may include re-cleaning the affected area, a partial refund, or another proportionate solution.

Any waiver, delay or failure by us to enforce a right under these terms does not mean that the right is waived permanently. If a court or competent authority decides that any part of these terms is invalid, unlawful or unenforceable, that part will be interpreted as narrowly as necessary and the rest will remain effective.

9. Governing law and jurisdiction

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, unless mandatory consumer law gives you the right to bring proceedings in another jurisdiction.

10. General provisions

Only the parties to the booking may enforce these terms, except where applicable law allows a third party to do so. We may assign or subcontract the performance of the service where reasonably necessary, provided this does not reduce your statutory rights. You may not transfer your booking or rights under these terms without our prior agreement.

These terms are intended to provide a fair and practical framework for professional carpet cleaning services. They should be read together with any written quotation, booking confirmation or special instructions agreed for the particular job. If there is any inconsistency, the specific written agreement for the booking will take precedence to the extent of that inconsistency, unless a rule of law states otherwise.

By proceeding with a booking, you confirm that you have read and understood these terms and that the information you provide is accurate to the best of your knowledge. If you are unsure about any point, you should review the terms carefully before confirming the appointment.

Thank you for choosing a professional carpet cleaning service that aims to work safely, lawfully and with reasonable care and skill at all times.