Keston Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Keston Carpet Cleaners supplies carpet and related cleaning services to customers. By making a booking, you agree that you have read, understood, and accept these Terms and Conditions. These terms apply to all services provided to residential and commercial customers within our operating areas in the United Kingdom.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual, business, or organisation booking or receiving the services.
Company means Keston Carpet Cleaners, the service provider.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any other related cleaning services agreed in writing between the Company and the Customer.
Premises means the property or location where the services are to be performed.
Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions.
2. Scope of Services
The Company agrees to provide the Services as described at the time of booking or as later confirmed by the Company. The exact scope of work will depend on the Customer’s requirements and the condition of the carpets, rugs, upholstery, and other surfaces to be cleaned.
Any additional work requested on the day of service that falls outside the original quote will be subject to additional charges, which will be explained to the Customer before such work is carried out wherever reasonably possible.
3. Booking Process
Bookings may be made by the Customer through the Company’s chosen communication methods. A booking is considered an offer by the Customer to purchase the Services on these Terms and Conditions. The Contract is formed only when the Company confirms acceptance of the booking.
The Customer is responsible for providing accurate details, including the address of the Premises, type and number of rooms or items to be cleaned, type of flooring or fabric, access requirements, and any relevant information about stains, damage, or special conditions.
All bookings are subject to availability. The Company reserves the right to decline a booking or to reschedule any appointment for operational or safety reasons. The Company will use reasonable endeavours to notify the Customer of any required change to the date or time of service as soon as reasonably practicable.
4. Estimates and Quotations
Any estimate or quotation provided prior to inspection of the Premises is given in good faith based on the information supplied by the Customer. The Company reserves the right to amend the price if the actual condition or size differs from that described, or if additional work is required.
The Customer will be informed of any change in price before work commences or as soon as reasonably practicable. If the Customer does not accept the revised price, the Company may cancel the booking without further obligation, save for refunding any payment taken in advance for services not provided.
5. Customer Responsibilities
The Customer agrees to:
Ensure the Company and its operatives have safe and reasonable access to the Premises, including parking where necessary, and entry at the agreed time.
Remove fragile, valuable, or easily damaged items from the areas to be cleaned, or clearly identify such items in advance.
Inform the Company of any known hazards, defects, or risks at the Premises, including loose carpets, electrical issues, or other safety concerns.
Ensure that children, pets, and other occupants are kept away from equipment, chemicals, and work areas during and immediately after cleaning until surfaces are dry and safe.
Provide access to water and electricity where required to carry out the Services.
6. Payment Terms
Unless otherwise agreed in writing, payment for Services is due on completion of the work at the Premises. The Company accepts the payment methods specified at the time of booking or on its customer documentation.
For certain services or larger jobs, the Company reserves the right to request a deposit or full payment in advance. The Customer will be informed of any such requirement before the booking is confirmed.
Where an invoice is issued, payment terms will be stated on the invoice. If no payment terms are specified, payment is due within seven days of the invoice date.
In the event of late payment, the Company reserves the right to charge interest on overdue amounts at a rate permitted by applicable UK law, and to recover reasonable costs incurred in pursuing unpaid sums.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise stated in writing, the following will apply:
If the Customer cancels more than 48 hours before the scheduled appointment time, no cancellation fee will normally be charged.
If the Customer cancels within 24 to 48 hours of the scheduled appointment, the Company may charge a partial fee to cover administrative and lost booking time.
If the Customer cancels within 24 hours of the scheduled appointment, or fails to provide access to the Premises at the agreed time, the Company may charge a cancellation fee up to the full price of the booked Services.
The Company may waive or reduce cancellation fees at its discretion in exceptional circumstances.
If the Company needs to cancel or reschedule due to circumstances beyond its control, it will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company shall not be liable for any loss or inconvenience caused by such rescheduling, provided it uses reasonable efforts to rearrange the appointment within a reasonable period.
8. Service Standards and Limitations
The Company will exercise reasonable skill and care in the provision of the Services and will use cleaning methods, equipment, and products suitable for the relevant surfaces, as assessed by the operative on site.
The Customer acknowledges and agrees that:
Stain and odour removal cannot be guaranteed, particularly where stains are old, set, or caused by certain substances that permanently damage fibres or dyes.
Pre-existing damage, wear, fading, or discolouration may become more visible after cleaning and is not caused by the Service.
Shrinkage can occur with certain types of carpets or fabrics due to manufacturing, installation, or existing conditions, and may not be fully predictable or preventable.
Drying times depend on ventilation, temperature, humidity, and material, and may vary. The Customer is responsible for ensuring that carpets and upholstery are allowed to dry fully before heavy use.
The Company does not undertake structural repairs or address underlying issues such as damp, mould within walls or subfloors, or defects in installation.
9. Customer Satisfaction and Complaints
The Company aims to provide a high level of customer satisfaction. If the Customer has any concerns about the quality of the Services, they should notify the Company as soon as reasonably possible and within 48 hours of completion of the work.
The Company may request photographs, a description of the issue, or a follow-up visit to inspect the work. Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy.
The Customer’s failure to provide timely access or information may limit the remedies the Company can offer.
10. Liability and Insurance
The Company will maintain appropriate insurance cover for its business operations, including public liability insurance, in line with UK industry standards.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be excluded or limited under UK law.
Subject to the preceding paragraph, the Company shall not be liable for:
Any indirect, consequential, or economic loss, including loss of profit, business interruption, or loss of opportunity.
Any damage or loss arising from inaccurate information provided by the Customer, failure to follow advice or aftercare instructions, or failure to ensure safe access to the Premises.
Any pre-existing damage, defects, wear, or conditions which are not directly caused by the Company’s negligence.
The Company’s total liability arising out of or in connection with any Contract, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable for the Services under that Contract.
11. Health, Safety, and Access
The Company operates in accordance with applicable health and safety legislation in the United Kingdom. Cleaning products and equipment are used in line with manufacturer guidance and industry practice.
If the operative considers that access to the Premises is unsafe, or that conditions at the Premises present a risk to health, safety, or property, the Company may refuse to carry out some or all of the Services and may treat the visit as a cancellation by the Customer.
The Customer must ensure that any alarms, secure access arrangements, or parking restrictions are addressed before the visit. Time spent rectifying access issues may reduce the time available to perform the Services without any reduction in the agreed price.
12. Waste Handling and Environmental Regulations
The Company will comply with relevant UK waste and environmental regulations relating to the handling, storage, and disposal of waste generated in the course of providing the Services.
Ordinary waste such as vacuumed dust and small debris from carpets will generally be managed through the Customer’s normal household or commercial waste facilities unless otherwise agreed.
Where the Services are likely to produce waste that must be handled separately, the Company will assess and manage such waste in accordance with applicable regulations. Any additional charges for specialised waste handling will be communicated to the Customer where reasonably practicable.
The Customer agrees not to request or permit the Company to dispose of substances at the Premises or off site in a manner that would breach environmental or waste regulations.
13. Damage to Property
The Company will take reasonable care to avoid damage to property while carrying out the Services. The Customer is responsible for moving fragile items, valuables, and items of sentimental value out of the areas to be cleaned.
If damage occurs that the Customer believes has been caused by the Company, the Customer must notify the Company as soon as practicable and provide details and evidence of the damage. The Company may arrange an inspection, request repair quotes, or propose a reasonable resolution, which may include repair, replacement, or compensation within the limits of its liability.
14. Force Majeure
The Company shall not be liable for any failure or delay in performance of its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control. This may include extreme weather, accidents, transport disruption, power failure, acts of government, or other events not within the Company’s reasonable control.
In such circumstances, the Company will use reasonable endeavours to resume performance as soon as reasonably practicable and may reschedule the appointment with the Customer.
15. Data Protection and Privacy
The Company will handle personal data provided by the Customer in accordance with applicable UK data protection laws. Personal information will be used for the purposes of handling enquiries, managing bookings, providing Services, processing payments, and administering the customer relationship.
The Company will take reasonable steps to protect personal data from loss, misuse, or unauthorised access and will retain such data only for as long as necessary for lawful purposes.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, business practice, or the nature of the Services. The current version will apply to all new bookings and Contracts.
Where practical, material changes will be brought to the attention of Customers who have ongoing or future bookings. Continued use of the Services after such notification shall constitute acceptance of the updated Terms and Conditions.
17. Severability
If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted without affecting the validity and enforceability of the remaining provisions.
18. Governing Law and Jurisdiction
These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
Any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory legal rights of consumers under applicable law.
By booking and using the Services of Keston Carpet Cleaners, the Customer acknowledges and agrees to be bound by these Terms and Conditions in full.
