Kennington Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Kennington Carpet Cleaners provides domestic and commercial carpet cleaning, upholstery cleaning, rug care, stain treatment, and related specialist cleaning services. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should raise the point before the appointment is confirmed. These terms are designed to create a fair, transparent, and practical framework for both parties, while reflecting standard UK service expectations.

In these terms, references to “we”, “us”, and “our” mean Kennington Carpet Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or authorised representative requesting the service. The words carpet cleaning service, cleaning appointment, and cleaning works may be used interchangeably depending on the context. These terms apply to all service requests unless we have agreed something different in writing.

We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will normally apply to that appointment, unless a change is required by law or is agreed by both parties. Nothing in these terms affects your statutory rights as a consumer under UK law, where such rights apply.

1. Booking Process

A booking is considered provisional until we have confirmed the appointment. Confirmation may be given verbally, electronically, or in writing. When you request a cleaning service, you must provide accurate information about the premises, the type of flooring or fabric, access conditions, parking restrictions, special treatment requirements, and any known risks such as fragile fibres, colour loss, or pre-existing stains. If key details are omitted or inaccurate, we may adjust the service scope, reschedule, or revise the price.

Before a visit is accepted, we may ask questions to assess whether the requested work is suitable and safe. This may include whether the carpet is wool, synthetic, blended, or antique; whether items require moving; whether a patch test is needed; and whether drying time restrictions apply. We may also decline a booking where the service requested is outside our capability, where the site conditions are unsafe, or where the expected result cannot reasonably be achieved. Acceptance of a booking does not guarantee removal of all stains, odours, wear marks, or pre-existing damage.

Customers are responsible for ensuring that someone with authority to approve the work is present at the property at the agreed time, unless alternative arrangements have been agreed in advance. If access is unavailable, the appointment may be treated as a late cancellation or failed visit. For safety and efficiency, you must also ensure that the area to be cleaned is reasonably clear of loose items, valuables, and obstacles. We may move lightweight furniture by agreement, but heavy or fixed items are excluded unless specifically stated otherwise.

2. Service Scope and Customer Responsibilities

The exact scope of the Kennington Carpet Cleaners service will depend on the booking details and any pre-inspection carried out before work begins. Unless otherwise agreed, our cleaning service is limited to the areas, items, and treatments specified at the time of booking or agreed on arrival. Any additional work, extra rooms, specialist stain treatment, or unusually soiled areas may incur supplementary charges. We will make reasonable efforts to explain such charges before proceeding.

You must tell us about any prior treatments, including protective coatings, spot-cleaning products, DIY detergents, or recent restoration work, as these may affect results. You are also responsible for informing us of pets, health hazards, electrical issues, weak flooring, or other site-specific concerns. Where necessary, we may ask you to remove personal items or fragile objects. If you ask us to proceed despite a known risk, we may do so only at your own risk and subject to these terms.

We take reasonable care to use suitable techniques and products for the carpet or fabric presented, but natural materials, delicate dye structures, and aged fibres may react unpredictably. Some odours, shading, traffic lane wear, and stains can be reduced but not always eliminated. The customer acknowledges that cleaning is a restorative service, not a replacement for repair, re-dyeing, or full restoration. Any expectation of a perfect or new-like finish should be treated as a preference rather than a guarantee.

3. Prices and Payment

Prices are usually quoted based on the information provided by the customer and may be subject to revision if the actual condition, size, access, or degree of soiling differs from the description given at booking. Unless expressly stated otherwise, all prices are inclusive of standard labour and ordinary cleaning materials, but exclude specialist treatments, parking charges, congestion-related costs, or third-party fees where applicable. Any extra charges will be explained as clearly as reasonably possible.

Payment is due in accordance with the terms stated at the time of booking or on invoice. We may require full or partial payment in advance for certain jobs, especially where specialist products, substantial labour, or reserved appointment slots are involved. If payment is not made on time, we may suspend further work, withhold completion documentation, or recover unpaid sums through lawful means. Where payment is made by card, bank transfer, or another electronic method, the customer must ensure sufficient funds and authorisation are in place.

If a booking is for a business, landlord, or managing agent, the person placing the order confirms that they have authority to do so and to incur the relevant charges. Invoices are payable in full without deduction or set-off unless required by law. Any agreed discount, promotional rate, or package price applies only to the stated scope of work and may be withdrawn if the service conditions change materially.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is made too close to the scheduled appointment, we may charge a cancellation fee to reflect lost time, allocated labour, and administrative costs. The amount of any fee will be proportionate and, where possible, based on the notice period and the practical consequences of the cancellation. If we have already incurred costs for materials or travel preparation, these may also be recoverable where lawful.

If we arrive at the property and are unable to gain access, cannot safely perform the work, or find that the service cannot proceed due to circumstances beyond our control, the visit may be charged as a failed appointment. This includes situations where the customer is absent without prior agreement, necessary utilities are unavailable, or the area has not been prepared in a reasonably accessible state. We may also reschedule where weather, illness, equipment failure, traffic disruption, or other unavoidable factors affect our ability to attend on time.

Although we aim to be punctual, appointment times are estimates unless we have expressly confirmed a fixed arrival slot. We are not responsible for delays caused by events outside our reasonable control. Where a delay is likely to be significant, we will endeavour to notify the customer and offer a revised time or alternative date. If the customer chooses to cancel because of a delay, the position will be assessed fairly according to the circumstances.

5. Liability and Limitations

We will carry out cleaning services with reasonable skill and care. If we cause direct damage through proven negligence, our liability will be limited, subject to applicable law, to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and fair wear and tear. We will not be responsible for indirect, consequential, or purely economic losses, including loss of income, inconvenience, or disappointment, except where such exclusion is not permitted by law.

We are not liable for pre-existing defects, hidden faults, permanent wear, poor prior maintenance, colour loss, fibre distortion, water sensitivity, or damage caused by unsuitable previous treatments. Carpet and upholstery materials can contain inherent risks, and even standard cleaning methods may occasionally produce unexpected results. Where a customer requests treatment against our advice, we may require written acknowledgement that the risk is accepted by the customer.

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. If you are a consumer, these terms should be read consistently with your statutory rights. If any part of these terms is found unlawful or unenforceable, the remaining parts will continue in force.

6. Waste Regulations and Disposal

We operate in a manner intended to support compliance with applicable UK waste and environmental requirements. Waste generated during carpet cleaning services may include used solution, extracted soil, packaging, disposable cloths, and minor residues from stain treatment. Such waste will be handled responsibly and disposed of, reused, or retained only where lawful and appropriate. We will not knowingly dispose of hazardous waste in a manner that breaches environmental or local authority rules.

The customer must disclose any substances that may require special handling, including bodily fluids, mould contamination, chemical contamination, sharps, or materials suspected of containing asbestos, lead, or other regulated substances. If such materials are discovered during the job, we may stop work immediately, isolate the area if safe to do so, and advise the customer that specialist removal or remediation may be required. Additional charges may apply if the original booking did not reflect the actual condition of the premises.

Where our work produces waste that the customer wishes to retain, separate, or arrange for private collection, that request must be agreed in advance. Otherwise, we may remove ordinary waste from the site as part of our standard operating process. The customer remains responsible for ensuring that the premises comply with any landlord, leasehold, management, or statutory obligations relating to refuse storage and disposal.

7. Complaints, Inspection, and Aftercare

If you believe the service has not been completed in line with the booking details, you must notify us within a reasonable period so that we may inspect the issue and determine an appropriate response. Where practicable, the customer should allow us the opportunity to revisit the property, reassess the result, or put matters right before any third-party claim is pursued. A complaint does not automatically entitle the customer to a refund or reduction unless we agree that such remedy is appropriate or it is required by law.

After cleaning, some carpets and fabrics may require ventilation, restricted use, or delayed replacement of furniture to prevent transfer, flattening, or marking. Drying times vary according to material type, room temperature, humidity, and the extent of the cleaning carried out. We may provide general aftercare comments, but the customer remains responsible for following sensible precautions after completion. We are not liable for damage caused by ignoring drying advice, re-soiling the area too early, or placing unsuitable items back onto treated surfaces.

Any photographs, notes, or service records we produce may be used for internal quality control, training, or dispute handling, subject to applicable data protection requirements. We will handle customer information in accordance with our privacy obligations and only for lawful business purposes connected with the service.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law or mandatory legal rules provide otherwise. If you are located elsewhere in the United Kingdom, these terms are still intended to apply insofar as they are consistent with the relevant law.

We may assign or subcontract parts of the service where necessary, provided that doing so does not materially reduce the standard of care owed to the customer. You may not transfer your rights or obligations under these terms without our prior agreement. No failure or delay by us in enforcing a right will operate as a waiver of that right. Headings are for convenience only and do not affect interpretation.

This agreement constitutes the understanding between the parties relating to the service booked with Kennington Carpet Cleaners and supersedes prior discussions or informal communications on the same booking. If a court or competent authority decides that any provision is invalid, the rest of the terms will remain effective. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms in full.