Carpet Cleaning West Kensington: Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpetcleaning Westkensington provides carpet, upholstery, rug, and related soft-furnishing cleaning services to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these conditions. Please read them carefully before arranging a service. They are intended to be clear, fair, and consistent with UK consumer expectations and applicable law.

In these terms, references to “we”, “us”, and “our” mean Carpetcleaning Westkensington, and references to “you” or “the customer” mean the person or business requesting the service. These terms apply to all standard carpet cleaning appointments, stain treatment requests, stain protection applications, deodorising, and any additional agreed cleaning work. If any specific written quote, job note, or service confirmation conflicts with these terms, the written quote or confirmation will take priority to the extent of that conflict.

We may update these terms from time to time to reflect changes in law, operational requirements, or service standards. The version in force at the time of booking will usually apply to your appointment. Where a change is required by law or is needed to correct an obvious error, the revised version may apply immediately. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Bookings may be made by telephone, email, online request form, message, or any other booking channel we make available. A booking is only confirmed when we have accepted it and, where required, received any deposit or prepayment requested. We may ask for details such as property access, floor type, estimated room sizes, parking arrangements, stains of concern, and any other information reasonably needed to prepare the service. You must ensure that the information you provide is accurate and complete. If inaccurate information leads to additional time, extra equipment, or a revised quote, we may adjust the price accordingly.

We will use reasonable care to schedule your appointment at the agreed date and time, but all time slots are estimates unless we expressly state otherwise. Arrival windows may be affected by traffic, weather, previous jobs overrunning, equipment issues, or circumstances outside our control. If we are delayed, we will try to notify you in a reasonable time. You must ensure that someone over 18 is present at the property, or that suitable access arrangements have been made in advance. If we are unable to gain access, the visit may be treated as a missed appointment and charges may apply.

By accepting the booking, you confirm that you have the authority to request the work at the premises and, where applicable, that you have permission from the owner, landlord, managing agent, or other relevant party. It is your responsibility to make sure the area to be cleaned is reasonably clear of small items, valuables, fragile objects, and obstructions unless we have agreed to move them as part of the service. We may refuse to proceed if the area is unsafe, excessively cluttered, infested, or otherwise unsuitable for cleaning.

All prices are stated in pounds sterling unless otherwise agreed. Unless a quote expressly states that it is fixed, pricing may depend on the actual condition, size, and complexity of the work carried out. Additional charges may apply for very heavy soiling, pet contamination, emergency stain treatment, difficult access, parking fees, or extra services requested on site. If the customer requests work outside the original scope, we may provide a revised price before proceeding. We will not normally carry out chargeable extra work without your approval, except where it is necessary to complete the agreed service safely or effectively and the cost is modest and reasonable.

Payment terms will be confirmed at the time of booking or before work begins. We may require full payment in advance, a deposit, or payment on completion depending on the type of job, the customer category, and the estimated value of the service. Accepted payment methods may include bank transfer, debit card, credit card, or other methods we state at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the work. If payment is not made when due, we may charge reasonable recovery costs and statutory interest where permitted by law.

For business customers, late payment may also attract compensation and fixed charges under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. We reserve the right to suspend or refuse future services where previous invoices remain unpaid. Any discount, promotional price, or special offer is subject to the stated conditions and may be withdrawn if the booking is changed, split across multiple visits, or materially altered. Promotions cannot usually be combined unless we agree otherwise in writing.

Cancellation rights depend on whether you are a consumer or a business customer and on how the booking was made. If you are a consumer and the booking was made at a distance or outside our business premises, you may have rights under the Consumer Contracts Regulations 2013. However, if you ask us to begin the service within the cancellation period, you agree that charges may apply for the work carried out up to the point of cancellation. Where the service has been fully performed with your prior consent, the statutory cancellation right may no longer apply.

If you need to cancel or reschedule, please give as much notice as possible. Unless otherwise stated in your quote, cancellations made within 24 hours of the appointment may incur a charge to cover reserved time, travel preparation, and administrative costs. A missed appointment caused by failure to provide access, refusal of entry, or an unsafe site may be charged in the same way as a late cancellation. If we need to cancel or rearrange, we will try to offer an alternative date. If we cannot do so, any prepayment for unprovided services will be refunded for the affected part of the booking.

You may also ask us to stop the service after it has started. In that case, you must pay for the work completed and any materials already used. Where a job is interrupted because of an issue outside our control, such as water supply failure, power loss, hidden damage, or health and safety concerns, we may pause or end the appointment and charge reasonably for the completed portion. This does not affect any rights you may have under applicable consumer law if we fail to provide the service with reasonable care and skill.

We will perform the service with reasonable care and skill, using suitable equipment and cleaning solutions chosen for the surface and condition disclosed by the customer. Carpetcleaning Westkensington will take reasonable steps to protect surrounding areas, but cleaning work may involve moisture, agitation, heat, detergents, and extraction methods that can affect delicate fibres, pre-existing wear, or unstable dyes. Some materials, including wool, natural fibres, antique textiles, latex-backed items, and poorly maintained carpets, may carry a higher risk of change in appearance or structure. By booking, you accept that not all outcomes can be guaranteed.

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to that, we are not responsible for pre-existing damage, hidden defects, normal wear and tear, colour loss, shrinkage, seam separation, pile distortion, or odours that are not fully removable by standard cleaning methods. We are also not liable for damage caused by items left in place, fragile objects not removed in advance, unsafe surfaces, or information withheld from us before or during the visit.

If a claim is made, you must notify us as soon as reasonably possible and, where practical, before any affected item is moved, washed again, repaired, or disposed of. We may ask for photographs, product labels, purchase details, or access to inspect the area before deciding on a remedy. Where we are at fault and liability is established, our responsibility will generally be limited, at our option, to re-performing the relevant part of the service, offering a reasonable price reduction, or refunding the amount paid for the affected service component. We will not be liable for indirect or consequential losses such as lost profit, lost business, missed rental income, or inconvenience, except where the law requires otherwise.

Waste disposal and environmental handling form an important part of our service standards. We will not unlawfully dispose of waste, contaminated water, or cleaning residues. Waste generated during the service, such as removed debris, lint, packaging, and minor residue, will be handled in line with applicable UK waste legislation and reasonable environmental practices. Where we remove waste from the property as part of an agreed service, it will be disposed of only through lawful and appropriate channels. If specialist disposal is needed for contaminated materials, biohazardous waste, or items affected by pests or severe contamination, additional charges and separate arrangements may apply.

The customer must disclose any contamination that may affect handling, such as urine, mould, bodily fluids, hazardous chemicals, pests, or other regulated materials. If such conditions are discovered during the visit and were not disclosed in advance, we may stop work, charge for time already spent, and require further instructions before continuing. We are not obliged to clean or remove materials that we reasonably believe should be dealt with by a licensed specialist. You remain responsible for ensuring the site complies with building, landlord, tenancy, and waste obligations that apply to you as occupier or manager.

Both parties must comply with health and safety requirements. You must inform us of any known risks, including electrical faults, trip hazards, unstable flooring, hidden damage, water pressure issues, or restrictions relating to children, pets, or vulnerable persons. We may refuse to use certain methods if they would be unsafe or if the premises are not reasonably prepared for cleaning. Where necessary, we may disconnect, move, or protect equipment only to the extent reasonably required to carry out the work safely. Any furniture moving we agree to undertake is limited to light, manageable items unless stated otherwise.

The customer is responsible for backing up digital devices, protecting loose valuables, and removing money, jewellery, medicines, documents, and breakables from the work area before the appointment. We do not inspect the contents of drawers, cabinets, or concealed storage, and we accept no responsibility for items left inside furniture or within the cleaning zone. If you ask us to move furniture or appliances, you accept the risk of minor scuffing, floor marks, or incidental movement unless damage is caused by our negligence. Heavy items, plugged-in appliances, and wall-fixed items are normally excluded unless specifically agreed.

Any stain protection, deodorising, or ancillary treatment is provided on a best-efforts basis and cannot guarantee full prevention of future staining, odour return, or wear. Cleaning may reduce but not always eliminate marks that have previously set into fibres or backing. Drying times are estimates and may vary depending on ventilation, humidity, fibre type, and the condition of the carpet or upholstery. You should keep foot traffic to a minimum until the area is dry and should follow any reasonable aftercare instructions we provide at the end of the visit.

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless you are a consumer and mandatory law gives you the right to bring proceedings elsewhere. If any disagreement arises, both parties should first try to resolve it informally in good faith. If an issue cannot be resolved in that way, either party may pursue the matter through the relevant legal channels. These terms do not affect any rights you may have under mandatory UK consumer protection law.