Kenley Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Kenley Carpet Cleaners to domestic and commercial customers within its service area in the United Kingdom. By booking a service, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
These Terms and Conditions form the entire agreement between you and Kenley Carpet Cleaners in relation to the services provided, and supersede any prior verbal or written understandings, quotations or representations.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation requesting and receiving the services.
Company means Kenley Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning, and any related or ancillary services agreed in advance between the Customer and the Company.
Premises means the property at which the Services are to be carried out.
Technician means an employee, agent or subcontractor engaged by the Company to carry out the Services.
2. Booking Process
2.1 Bookings for Services may be made by the Customer via the Company’s booking channels as communicated on its promotional materials or website. The Company reserves the right to refuse any booking at its discretion.
2.2 The Customer must provide accurate and complete information at the time of booking, including but not limited to the location of the Premises, type and approximate size of areas to be cleaned, type and condition of carpets or upholstery, parking availability, and any known access restrictions or hazards.
2.3 Any quotation given by the Company, whether verbal or written, is based on the information supplied by the Customer at the time of enquiry. The Company reserves the right to amend the quotation if the information provided was incomplete or inaccurate, or if the scope of work changes upon inspection at the Premises.
2.4 A booking will be treated as provisional until it has been confirmed by the Company. Confirmation may be provided verbally or in writing. The Company may require a deposit or prepayment to secure the booking, which will be communicated at the time of booking.
2.5 The Customer must ensure that a responsible adult is present at the Premises at the agreed time of the appointment, unless expressly agreed otherwise with the Company.
3. Access to the Premises and Parking
3.1 The Customer is responsible for providing safe and reasonable access to the Premises for the duration of the appointment. This includes entry to the property, access to water and electricity, and adequate lighting and ventilation.
3.2 The Customer must inform the Company at the time of booking of any parking restrictions or limitations near the Premises. Where parking fees, permits or charges apply, these shall be the responsibility of the Customer and may be added to the final invoice where incurred by the Company.
3.3 If the Technician is unable to gain access to the Premises at the agreed time, or the appointment cannot proceed due to access or safety issues beyond the Company’s control, this may be treated as a short-notice cancellation and charges may apply in accordance with the cancellation terms set out below.
4. Customer Obligations
4.1 The Customer agrees to remove fragile items, valuables, small furniture, and any personal belongings from the areas to be cleaned before the Technician arrives, unless otherwise agreed in advance.
4.2 The Company will not be responsible for moving heavy or delicate furniture, electronic equipment, or items deemed unsafe to move by the Technician. Any assistance with moving furniture is at the discretion of the Technician and at the Customer’s risk.
4.3 The Customer must disclose any pre-existing damage, stains, wear, or other issues affecting carpets, rugs or upholstery, as well as any prior cleaning treatments or use of non-standard cleaning agents.
4.4 The Customer must ensure that children and pets are kept away from the work areas and equipment for the entire duration of the appointment and while the cleaned areas are drying.
5. Payments and Charges
5.1 The Company will provide the Customer with a price quotation prior to the commencement of the Services, based on the information available. Any additional work requested by the Customer or required due to undisclosed conditions may incur extra charges, which will be explained before proceeding where reasonably possible.
5.2 Unless agreed otherwise in writing, payment is due immediately upon completion of the Services at the Premises. For commercial customers or larger contracts, alternative payment terms may be agreed in writing in advance.
5.3 Accepted methods of payment will be communicated by the Company and may include cash, bank transfer, or other methods. The Company is not obliged to accept any particular payment method and may vary accepted methods from time to time.
5.4 All prices quoted are exclusive of any applicable taxes unless otherwise stated. If taxes are applicable, they will be charged in accordance with current legislation.
5.5 In the event that payment is not received by the due date, the Company reserves the right to charge interest on any overdue amounts at the statutory rate permitted under UK law, as well as reasonable costs of debt recovery.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or reschedule a booking by providing notice to the Company. The minimum notice period for cancellation or rescheduling without charge is 48 hours before the scheduled appointment time, unless otherwise specified in writing.
6.2 If the Customer cancels or requests to reschedule within 48 hours of the scheduled appointment, the Company reserves the right to charge a cancellation fee of up to 50 percent of the quoted price, to cover costs and loss of booking slot.
6.3 If the Customer cancels on the day of the appointment, refuses access to the Technician, or is not present at the Premises at the agreed time (unless otherwise agreed), the Company may charge up to 100 percent of the quoted price.
6.4 The Company will make reasonable efforts to attend confirmed appointments on time. However, appointment times are estimates and may be subject to change due to traffic, weather, preceding jobs, or other circumstances beyond the Company’s control. The Company will inform the Customer as soon as reasonably practicable of any delays or the need to reschedule.
6.5 In the event the Company is unable to provide the Services on the agreed date due to reasons within its control, the Customer will be offered an alternative appointment. If no suitable alternative can be arranged, any prepayments will be refunded.
7. Scope and Quality of Services
7.1 The Company will perform the Services with reasonable skill and care, using methods and products appropriate to the specific materials and level of soiling, as assessed by the Technician.
7.2 The Customer acknowledges that certain stains, odours, wear, and damage may be permanent and cannot be fully removed by cleaning. The Company does not guarantee complete stain or odour removal, especially in cases of longstanding, deeply embedded, or chemical-based staining.
7.3 Drying times may vary depending on the type of material, level of soiling, ventilation, and ambient conditions. The Company does not guarantee specific drying times.
7.4 Any timescales for completion of the Services given by the Company are estimates only and not guaranteed. The Company will not be liable for any loss arising from delays that are not due to its negligence.
8. Customer Satisfaction and Complaints
8.1 The Customer should inspect the work as soon as reasonably possible after completion. Any concerns or complaints about the Services must be reported to the Company within 24 hours of completion.
8.2 Where a complaint is made within this timeframe and is, in the Company’s reasonable opinion, justified and attributable to the quality of the Services, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or offer another appropriate remedy.
8.3 The Company will not be obliged to remedy any issues caused by wear and tear, pre-existing damage, inappropriate aftercare, or circumstances beyond its control.
9. Liability and Limitations
9.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
9.2 Subject to the above, the Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific Service giving rise to the claim.
9.3 The Company will exercise reasonable care when handling furniture and items at the Premises, but shall not be liable for damage to items that the Technician reasonably considers fragile, insecurely fixed, or already damaged.
9.4 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of business, loss of opportunity, or loss of use of the Premises.
9.5 The Customer is responsible for ensuring that the Premises are adequately insured, and for notifying their insurer where required before Services are carried out.
10. Health, Safety and Waste Regulations
10.1 The Company will carry out the Services in accordance with applicable health and safety laws and regulations in the United Kingdom, and will use cleaning products and equipment that are appropriate and safe when used as directed.
10.2 The Customer must inform the Company of any known health and safety risks at the Premises, including but not limited to loose floor coverings, exposed electrical wiring, hazardous materials, or restricted access areas.
10.3 The Company will comply with relevant waste management and environmental regulations relating to the collection, transport and disposal of waste arising from the Services. Any waste generated will be managed in accordance with applicable UK legislation and local authority requirements.
10.4 Where the removal of particular types of waste requires special handling or disposal methods, additional charges may apply. The Customer will be informed of such charges where reasonably practicable before the work is undertaken.
10.5 The Customer is responsible for disposing of any domestic waste or clutter at the Premises that is not directly related to the Services. The Company reserves the right to refuse work where excessive waste or unsanitary conditions pose a risk to health and safety.
11. Property Damage and Accidental Breakage
11.1 The Company will take reasonable precautions to prevent damage to the Premises and contents during the performance of the Services.
11.2 Any accidental damage caused by the Technician must be reported to the Company as soon as possible and in any case within 24 hours of completion of the work. The Customer must provide reasonable access and cooperation to allow inspection and resolution.
11.3 Where damage is found to be directly and solely caused by the negligence of the Company or its Technician, the Company may, at its discretion, arrange repair or replacement, or provide fair compensation assessed with regard to the age, condition and value of the item.
12. Force Majeure
12.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, transport disruptions, strikes, lockouts, accidents, civil disturbances or acts of government.
12.2 In such circumstances, the Company will notify the Customer as soon as reasonably practicable and will arrange a new appointment date where possible.
13. Privacy and Data Protection
13.1 The Company will collect and process personal information about the Customer only as necessary for the purposes of providing the Services, handling bookings, managing payments, and fulfilling its legal obligations.
13.2 The Company will handle personal data in accordance with applicable UK data protection legislation. Customer details will not be sold to third parties. Information may be shared with subcontractors or service providers only where required for the performance of the Services or lawful business operations.
14. Changes to Terms and Conditions
14.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to bookings made after the date of publication of the revised Terms and Conditions.
14.2 For ongoing or contracted Services, the Company will provide reasonable notice of any material changes which may affect the Customer’s rights or obligations.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or the provision of the Services.
By proceeding with a booking and allowing the Services to be carried out at the Premises, the Customer confirms acceptance of these Terms and Conditions.
