Keston Carpet Cleaners – UK Service Terms and Conditions

These Terms and Conditions set out the basis on which Keston Carpet Cleaners provides domestic and commercial carpet cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are written to be clear and practical, and they apply to all standard carpet cleaning, stain treatment, odour treatment, and related specialist services unless a separate written agreement states otherwise.

In these terms, “we”, “us”, and “our” refer to Keston Carpet Cleaners, and “you” or “the customer” means the person requesting the service or the person responsible for payment. References to a carpet cleaning service, Keston carpet cleaners, or carpet cleaners Keston are used interchangeably and refer to the same service provider. These terms should be read carefully before any booking is confirmed.

We may update these Terms and Conditions from time to time to reflect changes in law, operational procedures, insurance cover, or payment methods. The version in force at the time your booking is accepted will usually apply to that booking unless a change is required by law. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking process

How bookings are made

Bookings for carpet cleaning Keston services may be requested by any agreed communication method and are only confirmed once we have accepted the booking details. A booking is not final until we have confirmed the appointment date, approximate time, and scope of work. We may ask for information such as the number of rooms, type of fibres, access conditions, parking arrangements, stain concerns, or any special requirements so that we can prepare correctly.

When you book a Keston carpet cleaning appointment, you must ensure that all information provided is accurate and complete. If the property includes delicate materials, previously treated areas, loose rugs, water-sensitive flooring, or items that may be affected by moisture or cleaning solutions, you should tell us before the visit. Failure to disclose relevant information may affect the result, the timing, or the suitability of the service.

We reserve the right to decline or reschedule a booking if the premises are unsafe, unsuitable, or materially different from the description provided. This includes, without limitation, situations where there is insufficient access, no running water where required, excessive contamination, or conditions that would reasonably prevent safe work. Where possible, we will communicate any issue promptly and offer an alternative date or revised scope.

2. Service preparation and customer responsibilities

Before we arrive, you are responsible for preparing the area so work can be carried out efficiently. This normally includes moving smaller items, removing fragile objects, clearing floors where practical, and ensuring that the work area is reasonably accessible. Heavy furniture may be moved only if this has been agreed in advance and is safe to do so. We are not required to move items that are excessively heavy, fixed, hazardous, or likely to cause damage if shifted.

You should also make sure pets, children, and other occupants are kept safely away from the working area while cleaning is in progress. We may pause work if the environment is not safe or if access is obstructed. If we are unable to complete the service because the site is not adequately prepared, any wasted attendance time may still be chargeable.

Where parking, building access, security codes, concierge procedures, or lift availability may affect the appointment, you must advise us in advance. Delays caused by restricted access, parking difficulties, or waiting for entry may result in additional charges or reduced time available for the work. We will always try to act reasonably, but the customer remains responsible for ensuring the property can be serviced within the agreed time window.

3. Prices and payments

Payment terms for Keston Carpet Cleaners

Prices are normally quoted based on the information available at the time of booking and may be subject to adjustment if the property differs materially from the original description. Examples include larger-than-stated room sizes, additional stained areas, unusual fibre types, extra treatment requirements, or difficult access. Any revised price will be discussed before further work is carried out where practicable.

Unless agreed otherwise in writing, payment is due immediately upon completion of the work and must be made in the manner we specify. We may accept card payment, bank transfer, cash, or another approved method, but we are not obliged to accept every form of payment for every job. Keston carpet cleaners may request a deposit or pre-authorisation for some bookings, particularly for larger commercial work, specialist treatments, or appointments reserved at short notice.

If an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in administration charges, interest, or recovery action where permitted by law. Any bank charges, foreign transfer costs, or failed payment fees caused by your payment method are your responsibility. Ownership of any goods supplied, where applicable, does not pass until full payment has been received.

Any promotional pricing, discount, or special offer applies only to the specific conditions stated at the time of the offer and may be withdrawn or amended without notice for future bookings. Offers cannot usually be combined unless expressly stated. We do not guarantee that all stains will be removed or that cleaning will restore items to a like-new condition; pricing reflects the service provided, not a guaranteed cosmetic outcome.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving reasonable notice. For standard appointments, a minimum notice period of 24 hours is normally expected, although longer notice may be required for larger or specially prepared jobs. If you cancel with insufficient notice, or if we arrive and cannot access the property, we may charge a cancellation fee, a call-out fee, or part of the agreed service cost to cover lost time and incurred expenses.

We may also need to reschedule where staff illness, equipment failure, weather, traffic disruption, or other operational issues prevent us from attending at the agreed time. In such circumstances, we will make reasonable efforts to offer a new appointment. Except where a mandatory legal duty applies, we will not be liable for indirect loss caused by a change in appointment date or time.

If you are not present at the agreed time and have not made suitable arrangements for access, the appointment may be treated as a missed visit. Likewise, if the property is not ready for work to begin, or if the area is unsafe or inaccessible, we may leave and charge for the time reserved. We recommend that any cancellation or change is confirmed in writing or by the same method used for the original booking.

5. Liability and service limitations

What Keston Carpet Cleaners is responsible for

We will carry out services with reasonable care and skill, using appropriate methods for the condition and type of carpet or fabric being treated. However, carpet cleaning can involve varying results depending on age, wear, previous treatment, fibre composition, and hidden contamination. Some stains may be permanent, may reappear after drying, or may react unpredictably to cleaning solutions. We do not guarantee complete removal of all stains, marks, odours, or shading differences.

We are not liable for pre-existing damage, weak seams, defective backing, worn fibres, hidden staining, colour loss, shrinkage caused by previous improper installation, or deterioration resulting from age or poor maintenance. If a carpet or rug has been previously treated with unsuitable chemicals, excessively wet cleaned, or otherwise mishandled before our attendance, the outcome may be affected and we cannot accept responsibility for related consequences unless caused by our negligence.

To the fullest extent permitted by law, our liability is limited to the amount paid for the specific service giving rise to the claim. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other matter that cannot lawfully be excluded under UK law. Nothing in these terms affects mandatory consumer protections.

Any claim for loss or damage must be reported to us within a reasonable time after discovery and, where possible, before the area is put back into normal use. You must give us a fair opportunity to inspect the issue and, if appropriate, to attempt a remedy. If a problem is caused by instructions supplied by you, inaccurate information, or circumstances outside our control, we will not be responsible for the resulting loss.

6. Waste handling and environmental compliance

We aim to operate responsibly and in line with applicable UK waste and environmental requirements. Waste generated during the service, such as used pads, packaging, waste water, and contaminated materials, will be handled in a lawful and controlled manner. We may remove minor waste arising directly from the cleaning process where this is part of the service, but we are not responsible for the disposal of household rubbish, construction waste, or unrelated site waste unless separately agreed.

Where waste water, sludge, or extracted soil must be disposed of, we will do so in accordance with relevant regulations and local disposal rules. We will not knowingly discharge prohibited substances into drains or public systems. You must tell us in advance if the carpets have been exposed to chemicals, bodily fluids, oils, hazardous substances, or other materials that require special handling.

If the premises contain items or residues that fall within controlled waste, hazardous waste, or specialist disposal categories, we may refuse the work, alter the method, or charge additional fees to cover lawful handling. You remain responsible for ensuring that the site complies with general waste storage and disposal obligations. We are not liable for penalties arising from pre-existing waste mismanagement or from incorrect information supplied by the customer.

7. Access, safety, and equipment

Conditions required for service delivery

We will normally provide our own cleaning equipment and products, although certain jobs may require the use of customer facilities, such as water or electricity. You must ensure that such facilities are available, safe, and suitable for use. If a power supply, water supply, or access route is unavailable, delayed, or unsafe, we may be unable to complete the job or may need to revise the service plan.

You are responsible for ensuring that the work area is free from hidden hazards so far as reasonably possible. This includes notifying us of exposed wiring, structural issues, flooding, pest infestation, excessive damp, broken fittings, or other dangers. We may stop work immediately if conditions appear unsafe for staff, occupants, or property. Any decision to pause, leave, or refuse work for safety reasons will be made reasonably and in good faith.

Our equipment remains our property unless expressly agreed otherwise. You must not interfere with, misuse, or permit others to interfere with the equipment while it is in use. If any equipment is lost or damaged due to your negligence, deliberate act, or failure to supervise the premises appropriately, you may be responsible for the reasonable cost of repair or replacement.

8. Complaints, corrections, and remedies

If you believe the service has not been carried out properly, you should notify us as soon as reasonably possible and provide enough detail for us to assess the issue. We may ask for photographs, a description of the affected area, and information about any products or cleaning agents used after our visit. Early reporting helps us determine whether the concern relates to the original work or to later use of the area.

Where a valid issue is identified, we may at our discretion offer a re-clean, targeted treatment, or another appropriate remedy. Any such remedy will usually be our first option before further claims are considered. This does not affect your rights where a remedy is legally required or where repeated attempts would be unreasonable.

We are not responsible for outcomes caused by third-party interference after our departure, including accidental spills, spillages from ongoing building work, use of unsuitable cleaning products, or heavy foot traffic before the carpet has fully dried. You should allow sufficient drying time and follow any aftercare instructions provided at the time of service.

9. Data, privacy, and use of information

Any personal information supplied in connection with a booking will be used only for legitimate business purposes such as arranging appointments, handling invoices, processing payments, managing customer records, and responding to service issues. We will process such information in accordance with applicable data protection law. We do not require you to provide unnecessary personal information in order to use the service.

Where we need to record job details, photographs, or notes for insurance, quality control, or dispute resolution, we will do so on a reasonable and proportionate basis. Any such records may be retained for as long as required for business, legal, or accounting purposes. We will not sell your personal information.

By using carpet cleaning services from Keston Carpet Cleaners, you agree that we may contact you about the booking itself, rescheduling, payment, or service-related follow-up. We will not use your information for unrelated marketing unless you have given consent where required.

10. Force majeure, governing law, and general provisions

We are not responsible for any delay or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, industrial action, accidents, public utility failure, transport disruption, epidemic restrictions, or government action. Where a force majeure event affects your booking, we will aim to communicate promptly and rearrange where possible.

Each part of these terms operates separately. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force so far as permitted by law. No waiver of any right or remedy shall be effective unless confirmed by us, and any delay in enforcing a right shall not prevent us from enforcing it later.

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising in connection with the service, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. By proceeding with a booking for Keston Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these service terms.