Terms and Conditions for Kingston Carpet Cleaners

These Terms and Conditions set out the basis on which Kingston Carpet Cleaners provides domestic and commercial carpet and upholstery cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical service agreement. For the avoidance of doubt, these terms apply to all standard cleaning work, stain treatment, deodorising, and related services supplied under the Kingston Carpet Cleaners name, unless a separate written agreement states otherwise.

The purpose of these terms is to define how a service is booked, how payment is handled, what happens if a visit is changed or cancelled, and how liability is limited. They also explain the customer’s responsibilities in relation to access, item preparation, and the safe handling of waste. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue to apply in full.

In these terms, references to “we”, “us”, and “our” mean Kingston Carpet Cleaners. References to “you” and “your” mean the customer, occupier, landlord, managing agent, or other person requesting the service. A “booking” means any confirmed appointment for carpet cleaning, rug cleaning, sofa cleaning, stain treatment, or a related service, whether arranged by email, phone, online enquiry, or written confirmation.

Booking Process

All bookings are subject to availability and acceptance by us. A booking is not confirmed until we have issued confirmation and, where required, received any deposit or advance payment requested at the time of booking. We reserve the right to decline or reschedule a booking where the property is unsuitable, the requested work falls outside our service scope, or there is a risk to health, safety, equipment, or the quality of the service.

When requesting a service from Kingston Carpet Cleaners, you must provide accurate information about the type, size, and condition of the items to be cleaned, any known stains or damage, access restrictions, parking limitations, and any other relevant circumstances. We rely on the information you give us when quoting or confirming the job. If the information later proves incomplete or inaccurate, we may revise the price, adjust the timing, or amend the scope of the service accordingly.

The appointment time provided is an estimated arrival window unless expressly agreed otherwise. We will aim to arrive within the scheduled period, but delays may occur due to traffic, weather, previous work overruns, equipment issues, or other events beyond our reasonable control. If we believe the visit will be materially delayed, we will attempt to notify you as soon as reasonably practicable. We are not liable for indirect loss arising from a reasonable change in timing.

You must ensure that the property is accessible on the agreed date and time. This includes providing suitable entry, arranging permission where necessary, and making sure an authorised adult is present if required. The area to be cleaned should be reasonably clear of personal belongings, fragile objects, and obstructions unless we have agreed in advance to move items as part of the service. Failure to prepare the area may result in delay, additional charges, or partial completion of the work.

If parking, loading, or access arrangements are likely to affect the service, you must tell us in advance. Any charges arising from parking fees, congestion-related costs, permits, or building access controls may be added to the final invoice where applicable and where reasonably incurred in connection with the job.

Service Standards and Customer Responsibilities

We will use reasonable care and skill when carrying out the work and will apply industry-appropriate methods suited to the material and condition of the item being cleaned. However, the customer acknowledges that cleaning results can vary depending on fabric type, age, previous treatment, wear, hidden damage, dye instability, and existing contamination. No cleaning process can guarantee the complete removal of all stains, odours, or marks.

You are responsible for informing us of any known defects, fragile areas, colour loss, recent repairs, prior cleaning attempts, or special instructions before the work begins. If you have concerns about a specific item or area, you should raise them before we proceed. Once cleaning starts, you are deemed to have authorised us to treat the item using our professional judgement, subject to any limitations we have agreed in writing.

Where cleaning involves upholstery, rugs, or delicate textile materials, you should take reasonable steps to protect nearby surfaces and valuables. Although we take care to minimise splash, moisture transfer, and disturbance, you remain responsible for moving or safeguarding electrical equipment, documents, ornaments, and other sensitive items unless we have expressly agreed otherwise.

Payments

Unless otherwise agreed, payment is due in full on completion of the service and before our operatives leave the property. We accept the payment methods communicated at the time of booking or on the invoice. Where a deposit, part-payment, or pre-authorisation is requested, it may be required to secure the appointment and may be applied against the final price.

Quoted prices are usually based on the information supplied at the time of enquiry. If the work takes longer than expected, if the condition of the items is materially worse than described, or if extra services are requested on site, the price may increase fairly to reflect the additional time, materials, or equipment required. Any such change will be explained as soon as reasonably possible before the additional work is carried out, unless immediate action is needed to prevent damage or address a safety issue.

Late or failed payments may result in administration charges, recovery action, and suspension of future bookings. We reserve the right to charge interest on overdue sums where permitted by law. Any discounts, promotional prices, or package rates are offered at our discretion and may be withdrawn or amended at any time for future bookings.

Cancellations, Amendments, and Non-Attendance

You may cancel or amend a booking, but you must give us reasonable notice. If you cancel with less than the agreed minimum notice period, or if we cannot access the property at the arranged time, a cancellation charge may apply to cover lost time, travel, and preparation costs. Where materials have been prepared specifically for your booking, those costs may also be charged if non-refundable.

If you need to reschedule, we will try to accommodate a new date, subject to availability. A rescheduled booking is not guaranteed until we confirm it. If you repeatedly change appointments, provide incorrect access information, or fail to attend, we may require advance payment for future work or decline further bookings at our discretion.

We reserve the right to cancel or postpone a booking where circumstances make performance impossible or unsafe, including severe weather, illness, equipment failure, or lack of access. In such cases, we will seek to offer an alternative date. Except where required by law, our liability will be limited to refunding any amount paid for the cancelled portion of the service, and we will not be responsible for consequential loss.

Liability and Limitation of Responsibility

We accept responsibility for loss or damage caused by our negligence, but only to the extent permitted by law. Our liability for any claim arising from the services supplied by Kingston Carpet Cleaners shall be limited to the lesser of the amount paid for the specific service or the cost of reasonable repair or replacement, subject to verification. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

We will not be liable for pre-existing damage, normal wear and tear, inherent defects, shrinkage, colour change, latent weakness, or deterioration caused by age, unsuitable maintenance, or previous treatment. Nor will we be responsible for damage caused where you have asked us to proceed against our advice or where you have withheld material information relevant to the service.

If you believe damage has occurred, you must notify us within a reasonable time and allow us a fair opportunity to inspect the issue before repairs or replacement are arranged. You must take reasonable steps to mitigate any loss. We may request photographs, proof of purchase, or other evidence to assess the claim. Any remedial action is offered without admission of liability unless and until liability is confirmed.

Waste Regulations and Environmental Handling

Where a service generates waste, dirty water, removed debris, disposable materials, or used consumables, we will handle such waste in a lawful and responsible manner. We will aim to comply with applicable UK waste handling requirements, environmental expectations, and site-specific rules. The customer agrees not to ask us to dispose of any material in an unlawful, unsafe, or misleading way.

Unless otherwise stated, waste generated directly by our work remains our responsibility up to the point of lawful removal or disposal. However, general household waste, personal items, contaminated materials not reasonably connected to our service, and hazardous substances remain your responsibility unless we expressly agree to remove them. If unusual waste, biohazards, sharps, mould-related materials, or prohibited substances are discovered, we may stop the work and require specialist handling.

You must disclose in advance any known contamination, pests, biological risks, or hazardous conditions that may affect the cleaning process. If such matters are not disclosed and we discover them on site, we may refuse to continue without liability for delay or cancellation. Additional protective measures, specialist disposal, or compliance steps may result in extra charges where lawful and reasonable.

General Legal Terms

Any estimate, quotation, or description of service is given in good faith based on the information available at the time. It is not binding until accepted and confirmed, and it may be revised if the facts change. We may subcontract some or all of the service, but we remain responsible for the quality of work carried out under our name, subject to these terms and applicable law.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or is expressly agreed between the parties. If a provision is held invalid or unenforceable, the remainder of the agreement will continue in effect.

Governing Law These terms and any dispute or claim arising from them 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, except where mandatory law provides otherwise. By using the services of Kingston Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms.