Terms and Conditions for Kentish Town Carpet Cleaners

These Terms and Conditions set out the basis on which Kentish Town Carpet Cleaners provides domestic and commercial cleaning services, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising, and related fabric-care services. By making a booking, you agree that these terms will apply to the services supplied. Please read them carefully before confirming any appointment. If you do not agree with any part of these terms, you should not proceed with the booking.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Kentish Town Carpet Cleaners, and references to “you” or “the customer” mean the person requesting the service. These terms are intended to be fair, clear, and consistent with UK consumer law. They are designed to explain how bookings are accepted, how payment is handled, what happens if plans change, and how responsibilities are shared during and after the service.

Our services are offered on the understanding that the customer will provide accurate information about the property, the fabrics to be treated, access arrangements, and any relevant risks. Where the condition of items or the environment has not been fully disclosed, we may need to adjust the service, refuse part of the work, or revise the price. We aim to deliver a professional carpet cleaning service, but we also rely on the customer to help ensure that the work can be completed safely and effectively.

1. Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the request. A booking may be made by phone, email, online form, or another agreed method. During the booking process, you may be asked to provide your name, the service address, the type and approximate size of items to be cleaned, preferred dates and times, access instructions, and any known issues such as prior damage, stubborn staining, or special care requirements. The more accurate the information provided, the better we can prepare for the appointment.

We may provide an estimate before the visit. Any estimate is based on the information supplied by you and on reasonable assumptions about the condition of the items. If the actual condition differs materially from the description given, the final charge may change to reflect additional labour, materials, or time required. Estimates are not guarantees unless expressly confirmed in writing as fixed-price quotes for a specific scope of work.

We reserve the right to decline or cancel a booking where access is unsafe, equipment cannot be used effectively, the requested work is outside our service scope, or the property conditions make the work impracticable. For example, if there is a significant risk of damage to delicate fibres, insufficient power or water supply, or a hazard that prevents safe operation, we may ask to reschedule or adapt the service. Any agreed time slot is an estimate rather than an exact appointment, and reasonable arrival windows may apply due to travel, service complexity, or earlier work overruns.

2. Customer Responsibilities Before the Visit

You are responsible for ensuring that the area to be cleaned is reasonably accessible and safe. This includes moving small personal items, fragile objects, and breakables away from the work area unless we have expressly agreed to do so. Larger furniture may only be moved if this has been pre-arranged and is within our safe working practices. You should also advise us of items that are particularly heavy, fixed, valuable, antique, or vulnerable to movement.

The customer should identify any known pre-existing damage before the service begins, including worn patches, loose seams, colour loss, prior burns, water marks, or previous cleaning failures. We may take photographs or notes before work starts to record visible condition. This is not intended to be intrusive, but it helps protect both parties by reducing uncertainty about what was present before cleaning commenced. If you are not present, you accept that our records may be used to assess condition and outcome.

It is your responsibility to make sure pets are secured, children are supervised, and any alarm systems, security codes, parking requirements, or building access rules are communicated in advance. Where a property is part of a managed building or shared premises, you must obtain any necessary permission for us to attend and carry out the service. Delays caused by incomplete access arrangements may be charged if they affect the scheduled work.

3. Payments and Pricing

Prices are normally based on the size, condition, and type of items to be treated, together with any specialist services requested. Additional charges may apply for stain removal, deep treatment, odour control, late changes to the booking, difficult access, parking restrictions, or the need for extra drying equipment. Where applicable, these charges will be explained before or during the appointment once the full scope of the work is clear.

Payment is due in accordance with the method and timing agreed at the time of booking or upon completion of the service, unless we have agreed otherwise in writing. We may accept bank transfer, card payment, cash, or another authorised method, but availability of payment options may vary. If an invoice is issued, payment must be made by the due date shown on the invoice. We reserve the right to request part payment or full payment in advance for certain bookings, including larger contracts or repeat non-domestic work.

If any payment is declined, delayed, reversed, or disputed without valid reason, we may suspend further work, withhold completion documentation, or recover reasonable debt collection and administrative costs where permitted by law. All prices are stated inclusive or exclusive of VAT according to the applicable tax position disclosed at the time of booking or invoicing. Unless expressly agreed, quotations do not include parking fees, congestion charges, tolls, or similar third-party costs.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving notice as soon as possible. If you cancel with adequate notice, we will usually not charge a cancellation fee, although any non-refundable costs already incurred may still be payable if they were clearly identified in advance. Where a cancellation is made too late for us to reallocate the time slot, or where a team has already been dispatched, a reasonable cancellation charge may apply to cover lost time and travel.

If you are not present at the agreed time and we cannot gain access to the property, this may be treated as a missed appointment or no-show. In such circumstances, we may charge a call-out fee or the full appointment fee where appropriate, especially if staff and equipment have already been allocated. If we need to reschedule because of illness, vehicle issues, severe weather, or other operational difficulties beyond our control, we will make reasonable efforts to arrange a new appointment at a suitable time.

5. Service Standards and Limitations

We aim to deliver services with reasonable care and skill, using methods and products appropriate to the surface being treated. However, cleaning results can vary depending on fibre type, age, wear, contamination, previous treatments, and the general condition of the item. Some marks, odours, or staining may be permanent or only partially removable. We do not guarantee complete stain removal unless specifically stated in writing, and even then results may depend on the material and the origin of the stain.

Kentish Town carpet cleaners may use hot water extraction, low-moisture methods, spot treatments, or other professional techniques depending on the job. We may decline to use a method if we consider it unsuitable for the fabric or likely to create risk. Drying times are estimates only and can vary with ventilation, room temperature, humidity, pile density, and how heavily the item has been soiled. You should keep cleaned areas free from foot traffic and avoid replacing furniture too soon if we have advised otherwise.

We are not responsible for pre-existing issues that become more visible after cleaning, such as wear patterns, sun fading, hidden dye instability, or damage previously masked by dirt. Where the service involves movement of furniture, lifting of items, or access to tight spaces, you accept that reasonable care will be taken but that minor adjustments may still be needed to complete the work safely. We will not be liable for delays or imperfections caused by factors outside our control, provided we have acted reasonably.

6. Liability and Damage

We will use reasonable skill and care in delivering the service. If we cause proven damage directly through negligence, our liability will be limited to the reasonable cost of repair or replacement, subject to the age, condition, and value of the affected item, and subject always to any mandatory rights you may have under law. We do not accept liability for indirect or consequential losses, including loss of income, loss of use, loss of opportunity, or emotional distress, except where such exclusion is not permitted by law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited in the United Kingdom. If you believe damage has occurred, you should notify us as soon as reasonably possible and before the item is moved, used, or altered further. Where appropriate, we may ask for photographs, evidence of condition, or access to inspect the item so that the issue can be assessed fairly.

We are not liable for damage arising from hidden defects, weak seams, pre-existing wear, unsuitable prior treatments, colour instability, or fabric failure that becomes apparent during or after cleaning. This also applies where the customer has withheld relevant information or instructed us to proceed against our advice. In addition, we are not responsible for damage caused by the customer’s own actions after the service, including premature use, incorrect drying, or use of unsuitable chemicals.

7. Waste Regulations and Disposal

We comply with applicable UK waste management and environmental obligations when disposing of waste generated by our activities. This may include used cleaning materials, packaging, absorbent cloths, and other operational waste. We will handle waste in a lawful and responsible manner, and we may separate waste types where necessary to support recycling or safe disposal. We do not ordinarily remove household rubbish unrelated to the service unless this has been specifically agreed in advance.

If the service generates waste water, contaminated residues, or other by-products, we will manage them in line with applicable environmental rules and safe working practices. You must not ask us to dispose of hazardous substances, prohibited items, or materials that require specialist treatment unless we have confirmed in writing that we are authorised and equipped to do so. Where disposal of regulated waste is needed, additional charges may apply to reflect lawful handling and processing.

You must inform us if the property contains asbestos, chemical residues, biological contamination, sharps, or any item that may present a health or environmental risk. We may refuse to proceed if the waste or contamination cannot be managed safely within our normal service scope. If we are required to stop work because of unsafe waste conditions, we may charge for time already spent and for reasonable travel or call-out costs.

8. Complaints and Re-Service

If you are unhappy with any aspect of the service, please raise the issue promptly so it can be reviewed while the condition of the affected area is still easy to assess. In many cases, a small concern can be resolved through inspection, advice, or additional treatment. We may offer a re-service where this is appropriate and where the issue is directly related to the work we carried out, provided the item has not been tampered with, re-soiled, or treated by another party after our visit.

A request for re-service does not automatically mean there has been a breach of contract. We will consider the material facts, the original instructions, the fabric type, and any limitations disclosed before the appointment. Where a complaint concerns expected rather than guaranteed outcomes, we may explain why the result is within normal variation for professional carpet cleaning in Kentish Town. If a refund is due, it will usually be limited to the affected portion of the service rather than the entire booking, unless a full refund is required by law or is otherwise justified.

9. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control. These may include severe weather, fire, flood, transport disruption, public emergencies, industrial action, power failures, supply shortages, or acts of government or authorities. If such an event occurs, we will use reasonable efforts to communicate with you and rearrange the appointment where possible.

Where an event beyond our control prevents the service from proceeding, neither party will be treated as having breached the contract because of that event alone. However, if work has already begun and we have incurred costs, we may charge for the work completed up to the point of interruption, provided those charges are reasonable and proportionate. We will always seek a practical solution rather than rely on strict enforcement where fairness suggests otherwise.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. By booking our services, you agree that the courts of England and Wales will have jurisdiction, although we may seek to resolve issues amicably before formal proceedings are considered. Nothing in this clause affects any mandatory consumer rights that apply under UK law.

If any provision in these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remainder of the terms will continue in full force. Failure by us to enforce any part of these terms on one occasion does not mean we waive the right to enforce it later. These terms may be updated from time to time, but the version in force at the time of booking will apply to that booking unless a change is required by law.

By proceeding with a booking for Kentish Town Carpet Cleaners, you confirm that you have read, understood, and agreed to these terms. We recommend keeping a copy for your records. If any special arrangement has been agreed in writing, it will apply only to the extent that it does not conflict with these terms or with any mandatory rights you hold under applicable law.