Kew Carpet Cleaners Standard Terms and Conditions
These Terms and Conditions set out the basis on which Kew Carpet Cleaners provides cleaning services to residential and commercial customers within its service area in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. If you do not agree, you should not book or proceed with our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation that books or purchases the services from Kew Carpet Cleaners.
Company means Kew Carpet Cleaners, the provider of the services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and any related cleaning services provided by the Company.
Premises means the property or location where the Services are to be provided.
Booking means a confirmed appointment for the Company to provide Services to the Customer at an agreed date, time and place.
2. Scope of Services
The Company provides professional cleaning services including, but not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatments, and related services within its designated operating area in the United Kingdom. The exact scope of work for each Booking will be agreed with the Customer in advance, based on the information provided at the time of enquiry.
The Company reserves the right to decline work where the Premises or specific items to be cleaned are unsafe, inaccessible, or not suitable for the methods and equipment used by the Company.
3. Booking Process
Bookings may be requested by the Customer through the Company’s accepted communication channels. A Booking is only confirmed once the Company has accepted the request and provided confirmation of the date, approximate arrival time and expected duration of the Services.
The Customer must provide accurate and complete information at the time of booking, including the type and size of areas or items to be cleaned, the location of the Premises, access details, parking availability, and any known issues such as severe soiling, infestation, delicate fibres, or previous damage.
The Company may amend the quoted price or decline the Booking if the information provided by the Customer is incorrect or incomplete, or if the Company reasonably believes the work cannot be carried out safely or effectively.
Any changes to a Booking, including changes to date, time, address, or scope of work, are subject to availability and must be agreed by the Company in advance.
4. Prices and Quotations
Prices for the Services are typically provided as a quotation based on the information supplied by the Customer. All quotations are given in good faith but are subject to on-site inspection by the Company’s operative.
If, upon arrival, the operative considers that the nature or extent of the work differs significantly from that described at the time of quotation, the Company reserves the right to revise the price, adjust the scope of work, or decline to carry out some or all of the Services.
Unless expressly stated otherwise, all prices are exclusive of any applicable taxes or charges that may be imposed by law, which will be added where required.
5. Payments
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the Booking. The Customer must ensure that an authorised person is available to make payment using a method accepted by the Company.
For certain bookings, including larger projects or commercial arrangements, the Company may require a deposit or full prepayment before the work commences. Any such requirement will be communicated to the Customer at the time of booking.
If payment is not made on the day of service, the amount due may be treated as overdue and the Company reserves the right to charge interest, administration fees or reasonable costs incurred in recovering the debt, in accordance with applicable law.
Where the Customer is a business or organisation, the Company may, at its discretion, agree to provide Services on account, subject to credit approval. In such cases, payment terms will be set out in the relevant invoice or written agreement. Failure to comply with agreed credit terms may result in suspension of further Services.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by providing notice to the Company. To minimise costs and allow appointment times to be reallocated, the Company requests that Customers give as much notice as possible if they need to cancel or change a Booking.
The Company may apply a cancellation charge where a Booking is cancelled or rescheduled on short notice, particularly where operatives have already been dispatched or reasonable costs have been incurred in preparation for the Booking. Any applicable charges will be communicated to the Customer prior to confirmation of the Booking.
If the Company arrives at the Premises at the agreed time and is unable to gain access, or if the Premises are not in a condition that allows the Services to be safely and reasonably carried out, this may be treated as a late cancellation and the Customer may be liable for a call-out fee or a portion of the quoted service charge.
The Company reserves the right to cancel or reschedule a Booking where necessary due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, equipment failure, staff illness or other operational issues. In such cases, the Company will aim to offer an alternative appointment time as soon as reasonably possible.
7. Customer Obligations and Access
The Customer is responsible for providing safe and adequate access to the Premises at the agreed time. This includes ensuring that there is clear entry to the property and to the specific areas to be cleaned, and that any keys, access codes or entry arrangements have been correctly provided.
The Customer must ensure that the Premises has a functioning electrical supply and, where required, access to water. The Customer must also ensure that any valuable, fragile or easily damaged items are removed from areas where the Services are to be carried out, or otherwise adequately protected.
Children, pets and other persons present at the Premises are the responsibility of the Customer. The Customer must ensure that they are kept away from the immediate working area and any equipment or chemicals being used, for reasons of safety.
8. Service Standards and Limitations
The Company will provide the Services with reasonable care and skill, using appropriate cleaning methods and solutions for the items and surfaces in question, as assessed by the operative on site.
While every effort is made to achieve the best possible cleaning results, the Company does not guarantee that all stains, marks, odours or discoloration can be completely removed. Results may depend on the nature, age and cause of the staining, previous cleaning attempts, and the type and condition of the fibres or surfaces.
The Customer acknowledges that certain stains, wear patterns, fading or damage may become more apparent after cleaning. The Company will not be liable for pre-existing damage or defects, including but not limited to loose seams, weakened fibres, pre-existing shrinkage, or damage caused by previous treatments.
The Customer should inform the Company in advance of any known issues, such as dye instability, shrinkage history, loose joins, or previous damage, especially where delicate or natural fibres such as wool, viscose or silk are involved.
9. Liability and Insurance
The Company holds appropriate insurance cover for its operations, in line with industry practice within the United Kingdom.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded or limited under applicable law.
Subject to the above, the Company’s liability for any loss or damage arising out of or in connection with the provision of the Services shall be limited to the lesser of the cost of re-performing the Services or the amount actually paid by the Customer for the specific Booking in question.
The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment, whether arising in contract, tort or otherwise.
The Customer must notify the Company in writing of any damage, loss or complaint relating to the Services within a reasonable time and, in any event, no later than seven days from the date the Services were provided. The Customer must allow the Company reasonable opportunity to inspect and, where appropriate, rectify any issues.
10. Waste Handling and Environmental Regulations
The Company operates in accordance with relevant UK laws and regulations relating to waste handling and environmental protection. Any waste products generated in the course of providing the Services, including extracted soiling, used packaging or disposable materials, will be handled in a safe and responsible manner.
Where the Company removes waste from the Premises, it will dispose of such waste in accordance with applicable legislation and best practice. The Customer agrees not to request or require the Company to dispose of waste in any way that would breach legal or regulatory requirements.
The Customer is responsible for any general household or commercial waste at the Premises that is not directly related to the Services. The Company is not a general waste removal contractor and will not remove items or materials that fall outside the agreed scope of work.
11. Health and Safety
The Company will take reasonable steps to ensure that its operatives carry out the Services in a safe manner, following relevant health and safety guidelines and using suitable personal protective equipment where appropriate.
The Customer must inform the Company of any known health and safety risks at the Premises, including hazards such as loose flooring, exposed wiring, restricted access, or the presence of hazardous substances.
The Company reserves the right to refuse or suspend the Services where, in the reasonable opinion of the operative, there is a risk to health and safety that cannot be adequately controlled.
12. Complaints and Service Issues
The Company aims to deliver a reliable and professional service at all times. If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing clear details of the issue and any supporting information.
Where a complaint is justified and relates directly to the quality of the Services provided, the Company may, at its discretion, offer a re-clean of the affected area or another reasonable remedy. Any such remedy will be offered in full and final settlement of the issue.
13. Personal Data and Privacy
The Company may collect and process personal data relating to the Customer in connection with enquiries, Bookings and the provision of Services. Such data may include names, addresses, access details, and information relevant to the Premises.
The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will use such data only for legitimate business purposes, such as managing Bookings, providing Services, handling payments, and responding to communications.
14. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or the Company’s operations. The version of the Terms and Conditions in force at the time of the Customer’s Booking will apply to that Booking.
Continued use of the Services after any changes to these Terms and Conditions have been published or made available will constitute acceptance of the updated terms.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that 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, the Services, or any Booking made with the Company.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed severed and the remaining provisions will 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 operate as a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings or agreements, whether written or oral.
