Terms And Conditions
West Kensington Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which West Kensington Carpet Cleaners provides professional cleaning services to residential and commercial customers. By making a booking or allowing our cleaners to access your premises, 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 set out below.
Customer means any individual, company or organisation booking or receiving services from West Kensington Carpet Cleaners.
Company means West Kensington Carpet Cleaners, the provider of cleaning services.
Services means any cleaning, stain treatment, upholstery cleaning, carpet cleaning, end of tenancy cleaning or related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Cleaner means any employee, contractor or representative appointed by the Company to perform the Services.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and related services within its operational service area. All Services will be carried out with reasonable care and skill and in accordance with industry standards applicable to professional cleaning providers.
The specific Services, date, time, and any special requirements will be agreed at the time of booking and confirmed by the Company. The Company reserves the right to refuse any job that, in its reasonable opinion, poses a risk to health and safety, is not feasible with the equipment available, or falls outside the normal scope of its business operations.
3. Booking Process
Bookings may be requested by the Customer by contacting the Company and providing all necessary information, including the location of the Premises, type and size of areas to be cleaned, access details, parking information, and any special requirements.
All bookings are subject to availability and are not confirmed until the Customer has received confirmation from the Company. The Company may request additional information or clarification before confirming a booking. The Company reserves the right to decline a booking at its discretion.
The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete. Any inaccuracy may result in additional charges, changes to the Services, or cancellation of the booking.
4. Access to the Premises
The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed time. This includes providing accurate address details, access codes or instructions for entry, and ensuring that someone is present to grant access where necessary.
If the Cleaner is unable to gain access to the Premises at the scheduled time, the Company will attempt to contact the Customer using the details provided. If access is not granted within a reasonable period, the visit may be treated as a late cancellation and a charge may be applied in accordance with the cancellation terms set out below.
The Customer must also ensure that adequate lighting, electricity and, where required, running water are available on the Premises for the duration of the Services. Failure to provide these may prevent completion of the work and may result in charges for wasted attendance.
5. Customer Obligations
The Customer agrees to:
Ensure that the Premises are reasonably clear and accessible so that the Cleaner can safely and efficiently carry out the Services.
Inform the Company in advance of any hazards, risks, fragile items, pre-existing damage, or other relevant conditions at the Premises.
Secure all valuables and sensitive items prior to the Cleaner’s arrival. The Company does not accept responsibility for loss of cash, jewellery, or other highly valuable items that have not been properly secured.
Refrain from instructing the Cleaner to undertake any tasks which fall outside the Services agreed with the Company or which may be unsafe or unlawful.
6. Pricing and Quotations
Prices may be provided as fixed quotes based on the information supplied by the Customer, or as estimates where the full scope of work can only be determined on arrival at the Premises. All quotations are issued on the assumption that the information provided by the Customer is accurate and that normal working conditions apply.
The Company reserves the right to amend the price if the actual condition or size of the areas to be cleaned differs from that described at booking, or if additional tasks are requested by the Customer. Any change in price will be communicated to the Customer before work commences or as soon as reasonably practicable.
Prices do not include the cost of parking, congestion charges, low emission zone charges, or similar fees. Where such charges are incurred in order to provide the Services, they may be added to the Customer’s invoice.
7. Payments and Invoicing
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance or upon completion of the Services, depending on the type and scale of the job.
The Company accepts common methods of payment as communicated during the booking process. All payments must be made in the currency specified by the Company.
For commercial Customers, invoices are generally due for payment within the period specified on the invoice. If no period is specified, payment is due immediately upon receipt. The Company reserves the right to charge interest on overdue invoices in accordance with applicable law and to suspend further Services until outstanding balances are settled.
The Customer is responsible for ensuring that any payment details provided are correct and that sufficient funds are available. If a payment is declined, reversed, or fails for any reason, the Customer remains liable for all sums due and any reasonable administrative costs incurred by the Company in recovering payment.
8. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a booking by giving reasonable notice to the Company. The specific notice period and any applicable charges will be communicated at the time of booking. As a general guideline, cancellations or rescheduling requests made at short notice may be subject to a fee.
If the Customer cancels or reschedules within a period that the Company reasonably considers too short to reallocate the booking slot, a cancellation charge may apply up to an amount equivalent to the agreed service price, including any non-refundable charges incurred by the Company.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, staff illness, equipment failure, safety concerns, or other operational issues. In such cases, the Company will endeavour to provide as much notice as practicable and will offer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellations or delays.
9. Standards of Service and Limitations
The Company will use appropriate cleaning methods, solutions and equipment for the type of surface and level of soiling present. While every reasonable effort will be made to achieve a satisfactory result, the Company cannot guarantee the complete removal of all stains, odours or marks, particularly where damage or discolouration is permanent or has been caused by substances outside the control of the Company.
The Customer acknowledges that certain fabrics, carpets and materials may react unpredictably to cleaning products or processes. The Company will exercise reasonable care to identify such risks, but cannot be held liable for pre-existing damage, wear, fading, shrinkage, colour loss or other conditions that become more visible following cleaning.
The Customer is advised to test any treatments they may have previously applied, such as stain protectors or cleaning agents, and to inform the Company of these at the time of booking. The Company will not be responsible for negative interactions between its products and undisclosed treatments already present on the surfaces.
10. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable waste and environmental regulations. This may include the collection of soiled water, disposable materials and other by-products of the cleaning process.
The Customer agrees not to request the Company to remove or dispose of hazardous, clinical, or regulated waste, including sharp objects, asbestos, chemical residues, or substances requiring specialist handling. The Company is not licensed to carry or dispose of such wastes and may refuse to deal with them. If hazardous or prohibited waste is discovered at the Premises, the Cleaner may suspend work and notify the Customer, who will be responsible for arranging proper disposal through appropriate channels.
Where the Customer is responsible for providing disposal facilities, they must ensure that any on-site waste systems are suitable and compliant with local regulations. The Company is not liable for any breach of waste disposal law arising from the Customer’s failure to maintain suitable systems.
11. Damage, Loss and Liability
The Company maintains appropriate cover for its activities, but its liability to the Customer is subject to the restrictions in this section. The Company will not be liable for loss or damage where:
The Customer has failed to secure valuables or sensitive items.
Damage arises from pre-existing defects, wear and tear, or inherent weaknesses in materials, furnishings or fixtures.
The Customer has failed to follow the Company’s reasonable instructions or recommendations.
Any claim must be reported to the Company as soon as reasonably possible and no later than a reasonable period after the completion of the Services. The Customer must give the Company a reasonable opportunity to inspect any alleged damage and, where appropriate, arrange for repair or replacement.
Except where prohibited by law, the Company’s total liability for direct loss or damage arising from its Services shall not exceed the total amount paid by the Customer for the specific booking in question. The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity.
12. Insurance
The Company will maintain public liability and, where applicable, employer’s liability insurance to a reasonable level having regard to the nature of its operations. Details of insurance cover may be provided to the Customer upon reasonable request.
13. Health and Safety
The Company will take reasonable steps to ensure that its Cleaners work in a safe manner and in compliance with relevant health and safety requirements. The Customer agrees to support this by maintaining a safe environment at the Premises and informing the Company of any known risks, hazards or special conditions.
The Customer must keep children, pets and other occupants at a safe distance from work areas and equipment during the provision of the Services. The Company is not responsible for any injury or damage resulting from a failure to comply with reasonable safety precautions advised by the Cleaner.
14. Complaints and Service Issues
The Company aims to deliver a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, providing details of the concern and, where relevant, photographs or other evidence.
Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or agree another form of resolution. Any remedy will be proportionate to the nature and extent of the issue.
15. Force Majeure
The Company shall not be in breach of this Agreement or liable for any delay or failure in performance where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, without limitation, extreme weather, natural disasters, accidents, transport disruptions, acts of authorities, public health emergencies, or other events that materially hinder the provision of Services.
16. Variations to Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any revised Terms and Conditions will apply to new bookings from the date they are published or communicated. The version in force at the time of the Customer’s booking will generally apply to that booking unless a change is required by law or regulation.
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, 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. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict further exercise of that or any other right or remedy.
This Agreement constitutes the entire understanding between the Customer and the Company in relation to the Services and supersedes any prior discussions, representations or agreements, whether written or oral.
