Terms and Conditions for Kenley Carpet Cleaners

These Terms and Conditions set out the basis on which Kenley Carpet Cleaners provides professional carpet cleaning services to domestic and commercial customers in the United Kingdom. By making a booking, accepting a quotation, or allowing work to begin, you agree to these terms. They are intended to create a clear understanding of the service process, payment arrangements, cancellation rights, limitations of liability, waste handling responsibilities, and the legal framework that applies to the provision of our carpet cleaning services. Please read them carefully before placing an order for any carpet cleaning service or related treatment.

In these Terms and Conditions, references to “we”, “us” and “our” mean Kenley Carpet Cleaners, and references to “you” and “your” mean the customer receiving the service. These terms apply to all standard carpet cleaning, stain treatment, deodorising, rug cleaning, upholstery-related add-ons where agreed, and any other cleaning service expressly included in your quotation. If there is any conflict between these terms and a written quotation or service agreement, the written quotation or service agreement will take precedence only to the extent of that conflict.

We reserve the right to amend these Terms and Conditions from time to time. Any updated version will apply to future bookings and, where permitted by law, to ongoing services that have not yet been completed. The version in force at the time of booking will usually govern your contract, unless a change is required by law or is made to reflect a material change in our operating procedures. Nothing in these terms affects your statutory rights under UK consumer law.

1. Booking process

All bookings for carpet cleaners services must be made through an approved booking method and are subject to availability. When you request a booking, you must provide accurate and complete information, including the type of flooring or textile to be cleaned, approximate room sizes or areas, known stains, access restrictions, parking limitations, and any relevant safety information. We rely on the details you provide when preparing a quotation and allocating the appropriate equipment, products, and time.

A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or prepayment. We may issue a provisional booking before confirming the appointment time. The final service scope may be reviewed on arrival if the information supplied at booking was incomplete or inaccurate. If the actual condition of the carpet, rug, or fabric differs materially from the description given, we may revise the price, adjust the methods used, or decline to proceed if doing so would be unsafe, impractical, or likely to cause damage.

2. Service delivery and customer responsibilities

You are responsible for ensuring that the area to be cleaned is reasonably ready for access on the agreed date and time. This includes removing small personal items, fragile objects, and loose obstacles from the work area, and ensuring that we can safely reach the rooms or surfaces to be treated. Unless otherwise stated, our quotation assumes normal access, functioning utilities where required, and a safe environment in which our team can work.

We may refuse to move heavy furniture, electrical items, or fixed fittings if doing so would present a risk of injury or damage. Where furniture movement is included as part of the carpet cleaning service, this will normally be limited to light or reasonably movable items and may exclude antiques, delicate items, items connected to utilities, or items that contain valuables. You should tell us in advance if any item should not be moved. We are not responsible for pre-existing faults, wear, hidden damage, colour loss, or deterioration that becomes apparent during the cleaning process.

Although our Kenley carpet cleaners team uses professional methods and suitable products, the final result may vary depending on fibre type, age, soiling level, previous treatments, and the presence of permanent stains. Some marks may reduce significantly without being fully removable. We do not guarantee the complete removal of stains, odours, or tracked-in contamination where permanent damage has already occurred or where the material is unsuitable for treatment.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. The quotation will normally state whether the price is fixed or estimated. Fixed prices apply only to the service scope described in the quotation. Estimated prices may change if the actual condition, access, quantity, or treatment required differs from what was originally described. If we need to amend the price, we will explain the reason before carrying out additional work where reasonably practicable.

Payment is due in accordance with the payment terms set out at the time of booking or on the invoice. Unless otherwise agreed, payment is required on completion of the work or before completion where prepayment has been requested. We may accept bank transfer, card payment, or another approved method, but we are not obliged to accept every form of payment. Any deposit paid to secure an appointment is typically non-refundable except where we cancel the service or where a refund is required by law.

If payment is not made when due, we may suspend future bookings, recover any reasonable collection costs, and charge interest and compensation in line with applicable UK legislation on late payment where such legislation applies. You must pay for any additional services specifically requested by you on the day, including extra stain treatment, repeated extraction passes, specialist deodorising, or additional rooms beyond the booked scope.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the size and complexity of the booking, but cancellations made at short notice may result in a charge to cover lost time, travel preparation, and administrative costs. Where a deposit has been taken, we may retain all or part of it if the cancellation occurs within the stated notice period or if the appointment is missed without adequate notice.

If you are unable to provide access at the agreed time, or if we are turned away because the property is not available, the booking may be treated as a late cancellation or missed appointment and a call-out fee may apply. We may also charge for any wasted labour or travel time where a team has already been dispatched. If we need to reschedule due to illness, equipment failure, severe weather, or other operational reasons, we will aim to arrange an alternative appointment within a reasonable period.

We are not responsible for losses caused by a customer’s failure to notify us promptly of changes to the booking, including changes to access arrangements, parking restrictions, building entry, or the presence of occupants who prevent safe completion of the work. Any special cancellation rights under consumer law that apply to off-premises or distance contracts may be limited or lost once you request that the service begins within the cancellation period, if you have expressly consented to early performance and acknowledged the related consequences.

We will perform our carpet cleaning services with reasonable care and skill. However, to the fullest extent permitted by law, we do not accept liability for indirect, incidental, or consequential loss, including loss of profit, loss of business opportunity, or loss caused by delays beyond our reasonable control. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Our liability for loss or damage arising from the service is limited to the amount paid, or payable, for the specific service that gave rise to the claim, except where a higher limit is required by law. We will not be liable for damage caused by pre-existing defects, hidden weaknesses, unsuitable materials, non-colourfast dyes, deteriorated backing, age-related wear, or items that are already damaged before work starts. Where cleaning reveals pre-existing damage, such damage remains the customer’s responsibility.

If you believe damage has been caused during the work, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion. You should avoid attempting remedial action before reporting the issue, as this may prevent proper assessment. We may inspect the item, request photographs, and ask for reasonable evidence of the condition before and after cleaning. Any claim must be supported by relevant information so that we can investigate properly.

6. Waste regulations and disposal

We operate in accordance with applicable UK waste regulations and environmental responsibilities. Any waste generated during the cleaning process, including removed soil, spent disposable materials, or incidental packaging, will be handled responsibly and disposed of in line with legal requirements and appropriate environmental practices. We may use water extraction, filtration, or collection systems that retain waste water and debris for lawful disposal.

You remain responsible for any household waste, personal items, or non-cleaning-related materials left on the premises unless we have expressly agreed to remove them. Where waste disposal is included in a quotation, it applies only to the agreed cleaning-related waste and not to bulky, hazardous, or regulated waste unless specifically stated. We will not transport or dispose of items that require special licences, specialist handling, or separate compliance procedures unless this has been arranged in advance and is lawful for us to undertake.

If we encounter materials that may be hazardous, contaminated, or unsuitable for standard cleaning, we may stop work and advise you of the issue. This may include substances that create a health and safety risk, biological contamination, or materials requiring specialised disposal methods. In such cases, further action will only be taken if it is safe, lawful, and within the scope of our competence and equipment.

If you are unhappy with any aspect of the service, you should notify us promptly so that we can assess the issue and, where appropriate, investigate or return to inspect the work. We may offer a further treatment, repair, or partial refund if we determine that the service did not meet the standard reasonably expected under the contract. Any remedy will depend on the circumstances, the nature of the issue, and whether the customer has complied with these terms.

We may refuse to continue a job, or may withdraw our team, if we reasonably believe that continuing would be unsafe, unlawful, abusive, or likely to cause damage. Examples include inadequate ventilation, severe contamination, aggressive behaviour, unsafe electrical conditions, or the presence of unstable fixtures or flooring. In such circumstances, we may charge for the work carried out up to the point of توقف if lawful to do so, together with any non-recoverable costs already incurred.

It is your responsibility to ensure that access instructions are accurate and that anyone who needs to be present at the property is available at the agreed time. Where entry depends on a third party such as a concierge, landlord, managing agent, or building security, you must arrange this in advance. Delays caused by inaccessible premises, incorrect entry details, or missing keys may result in additional charges or cancellation of the appointment.

8. Health, safety, and property conditions

We take reasonable steps to protect your property and the safety of everyone present. You should inform us of any known hazards, including weak flooring, loose carpets, recent renovations, electrical faults, or environmental concerns. We may decline to use certain products or methods if we consider them unsuitable for the surfaces in question. Any instructions from you that conflict with our safe working procedures may be ignored where necessary to protect people or property.

Kenley Carpet Cleaners may use specialist solutions, mechanical agitation, hot water extraction, or other appropriate techniques depending on the textile and condition of the item. Although we aim to achieve an excellent result, some fabrics are naturally delicate and may react unpredictably. We cannot guarantee that all stains, odours, or discolouration will be removed without affecting the surrounding material. Where risk is elevated, we may recommend a reduced-treatment approach or decline the task.

You agree not to interrupt the drying process, use the treated area prematurely, or apply unapproved cleaning products after our team has completed the work. Early use of cleaned carpets or rugs may reduce the effectiveness of the service and can cause re-soiling or marking. We are not responsible for damage caused by improper post-cleaning care, accidental spills, or failure to follow reasonable aftercare advice provided at the end of the appointment.

9. Governing law and general provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. Where the work is supplied to a consumer, the courts of England and Wales will have non-exclusive jurisdiction, without prejudice to any rights you may have under mandatory consumer protection law to bring proceedings in another appropriate UK jurisdiction where applicable.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed from the remaining terms, which will continue in full force and effect. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. Any waiver must be given in writing and should not be treated as a waiver of any future breach.

These Terms and Conditions represent the entire agreement between you and Kenley Carpet Cleaners for the services described, except where varied in writing. The headings are for convenience only and do not affect interpretation. By booking a service, you confirm that you have read, understood, and accepted these terms in relation to the requested carpet cleaning or related cleaning work.