Kew Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Kew Carpet Cleaners provides domestic and commercial carpet cleaning and related cleaning services. By making a booking, confirming an appointment, or allowing work to proceed, the customer agrees to be bound by these terms. Please read them carefully before placing a booking. These terms are intended to be clear, fair, and consistent with UK consumer law and general contract principles. They apply to all standard carpet cleaning, rug cleaning, stain treatment, upholstery cleaning, deodorising, and any additional service that is agreed in writing or by other recorded means.

In these terms, “we”, “us”, and “our” refer to Kew Carpet Cleaners. “You” and “your” refer to the person, business, landlord, tenant, managing agent, or other party arranging the service. A booking may be made by telephone, email, online form, or another accepted method, but no booking becomes binding until it has been confirmed by us. If there is any inconsistency between an estimate and these terms, these terms will prevail unless we expressly agree otherwise in writing.

These terms are written for use as a legal page and do not form a guide, advice article, or promotional statement. They are designed to protect both parties by setting out the booking process, the service standard, the payment structure, the cancellation rules, liability limits, waste handling expectations, and the law that applies if a dispute arises. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law.

We reserve the right to update these terms from time to time. Any updated version will apply to new bookings from the date it is issued. For existing bookings, the version accepted at the time of confirmation will normally remain relevant unless a change is required by law or unless both parties agree to revised terms. It is your responsibility to review the terms before each new appointment, especially if the service, property type, or payment arrangements have changed.

1. Booking Process

All bookings are subject to availability, site suitability, and acceptance by us. When you request a carpet cleaning service, you should provide accurate details about the property, the areas to be cleaned, the type of flooring or fabric, access restrictions, parking limitations, water supply, power availability, pets, and any known stains, damage, or special treatment requirements. We may rely on the information you provide when preparing a quotation or scheduling the visit. If the information is incomplete or inaccurate, we may revise the price, reschedule the service, or decline the work.

Any estimate given before inspection is not a fixed offer unless stated otherwise. A confirmed booking will usually include the service date, approximate arrival window, service type, and any agreed price or pricing method. We may ask for a deposit, pre-authorisation, or written acceptance before confirming a booking, particularly for larger jobs, commercial premises, end-of-tenancy cleans, urgent appointments, or locations with limited access. The customer is responsible for ensuring that the property is ready for cleaning at the agreed time and that someone authorised to permit access is present if needed.

If we arrive and cannot carry out the work because of lack of access, unsafe conditions, no suitable power or water supply, severe contamination, or failure by the customer to prepare the premises as agreed, the appointment may be treated as a late cancellation or failed attendance, and a charge may apply. We will use reasonable skill and care in selecting cleaning methods, but cleaning outcomes can vary based on fibre type, age, wear, prior treatment, moisture retention, and pre-existing damage. No booking should be made on the assumption that every stain or mark can be fully removed.

2. Our Service Standard

We will provide the carpet cleaning service with reasonable care and skill, using suitable equipment and products selected for the task. The exact method may vary according to material, soil level, condition, and manufacturer recommendations. Where possible, we will identify any obvious risks before starting work. You agree to tell us about known damage, colour loss, shrinkage risk, loose seams, weakened adhesive, mould, infestation, or previous DIY treatments, because these conditions may affect the result and the method used.

We may refuse to clean areas that are unsafe, heavily contaminated, structurally unsound, or unsuitable for the process requested. In some cases, we may recommend a test patch before proceeding. If you decline a recommended test or choose to proceed against our advice, you accept the risk of adverse effects to the material or finish, unless those effects are caused by our negligence or breach of these terms. We may move light items only where this has been agreed in advance, and we are not responsible for damage caused by moving heavy, fixed, fragile, or improperly assembled items unless the damage is caused by our direct fault.

3. Payments

Payment terms will be agreed at or before the time of booking. Unless we state otherwise, payment is due on completion of the service on the same day. We may accept bank transfer, card payment, cash, or another method approved by us. We are not obliged to begin work unless the payment method has been agreed and any required deposit has been paid. For business customers or repeat arrangements, we may issue an invoice with a specified payment deadline.

Prices may be based on the area cleaned, the size of the property, the complexity of the work, the degree of soiling, parking or access conditions, and any additional services requested on site. If the actual work required is greater than described at booking, we may adjust the price fairly to reflect the revised scope, provided we explain the reason for the change. Any discounts, special rates, or promotional offers are only valid if clearly confirmed and may be withdrawn before booking acceptance. Late payments may result in reasonable recovery costs, administration charges, or interest where permitted by law.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may depend on the size and nature of the appointment, but unless otherwise agreed, at least 24 hours’ notice is expected for standard domestic work. For larger or specialist jobs, longer notice may be required. If you cancel too late, fail to provide access, or otherwise prevent the work from taking place, we may retain any deposit and may charge a cancellation fee to reflect time reserved, travel, preparation, and lost opportunity.

We also reserve the right to cancel or reschedule if there is severe weather, staff illness, equipment failure, unsafe working conditions, access issues, or any event beyond our reasonable control. If we cancel for reasons within our control, we will offer a new appointment or refund any relevant prepaid amount for the cancelled part of the service. We are not responsible for indirect losses caused by a rescheduled visit, such as missed tradespeople, inconvenience, or business interruption, except where liability cannot be limited by law.

5. Liability and Limitations

We accept liability for direct loss or damage only where it is caused by our negligence, fraud, wilful misconduct, or breach of these terms, and only to the extent permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded under UK law. If damage is alleged, you must notify us as soon as reasonably possible and before the affected item or area is altered, repaired, discarded, or cleaned by another party.

Where a complaint concerns cleaning performance, our responsibility is generally limited to re-inspecting and, where appropriate, re-treating the affected area if this is a reasonable remedy. We are not liable for pre-existing wear, hidden defects, colour instability, shrinkage, dye bleed, permanent stains, changes caused by prior cleaning products, or deterioration linked to the age or condition of the item. We are also not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss, except where such limitation is not permitted by law.

Customers must protect valuables, remove fragile items where possible, and ensure that floors and adjacent areas are suitable for cleaning activity. We do not accept responsibility for cash, jewellery, documents, electronic devices, or other valuables left in the work area unless we have expressly agreed in writing to handle them and the loss was caused by our negligence. If children, pets, or unauthorised persons are present, you must take reasonable steps to keep them safe and out of the working area.

6. Waste Regulations and Environmental Handling

We will operate in accordance with applicable UK waste regulations, environmental obligations, and reasonable care standards for the handling and disposal of waste generated during carpet cleaning. Waste may include used cloths, recovered dirt, residue, filters, spent solution, packaging, and contaminated disposable materials. Where waste can be lawfully discharged, collected, or removed as part of normal operations, we will manage it responsibly. If specialist disposal is required because of contamination, hazardous substances, infestation, biohazards, or other regulated conditions, additional charges may apply and we may refuse to proceed unless the customer approves the necessary arrangements.

You are responsible for telling us about any hazardous substances, sewage contamination, needles, sharp objects, chemical spills, or other regulated waste present at the property before the appointment begins. If such materials are discovered unexpectedly, we may stop work immediately and take steps necessary to protect health, safety, and legal compliance. We may also ask you to arrange professional waste removal before cleaning can continue. We are not responsible for regulatory breaches caused by undisclosed hazardous conditions supplied by or known to the customer, provided we acted reasonably and in good faith.

7. Customer Responsibilities

You must ensure that the property is accessible, safe, and ready for the agreed service. This includes providing accurate directions, parking information if relevant, and any required entry details. You should secure pets, clear breakable items, and remove obstructions where reasonably possible. You must also notify us of any special requirements that might affect our method, timing, or equipment. If you ask us to proceed in circumstances where access is limited or risks are higher than normal, you accept that the service may take longer or require adjustment.

8. Complaints and Corrections

If you are dissatisfied with the service, you should contact us within a reasonable time and provide a clear explanation of the issue. Where appropriate, we may request photographs, access for inspection, or details about any third-party treatment applied after our visit. If we consider that a genuine issue has arisen from our work, we may offer a correction, partial refund, or other fair remedy at our discretion, taking into account the nature of the problem and the facts available. This does not affect your statutory rights.

9. Governing Law and Jurisdiction

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law requires otherwise. If you are a consumer, you may have rights under mandatory legal protections that cannot be excluded or limited by contract. Nothing in these terms is intended to reduce those rights.

10. General Provisions

Any waiver of a right under these terms must be in writing and should not be treated as a waiver of any later breach. No person other than the parties to the booking has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999. If any clause is unenforceable, that clause will be read down or severed to the extent necessary, and the rest of the terms will remain effective. These terms form the entire agreement between the parties in relation to the service, unless a separate written agreement states otherwise.