North Kensington Carpet Cleaners Terms and Conditions
These terms and conditions set out the basis on which North Kensington Carpet Cleaners provides domestic and commercial carpet cleaning services in the UK. By making a booking, accepting a quotation, or allowing a technician to begin work, the customer agrees to be bound by these terms. They are intended to be clear, fair, and practical, while protecting both the customer and the service provider. Nothing in these terms affects your statutory rights as a consumer under UK law.
These terms apply to all carpet cleaning services supplied under the name North Kensington Carpet Cleaners, including standard carpet cleaning, deep cleaning, stain treatment, odour treatment, upholstery-related carpet edge work, and related add-on services where agreed in advance. They form part of the contract between the customer and the company and should be read carefully before booking. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
For clarity, references to “we”, “us”, and “our” mean North Kensington Carpet Cleaners. References to “you” and “your” mean the customer, property owner, tenant, leaseholder, managing agent, or authorised representative who requests the service. Where a third party books on behalf of another person, the person placing the booking confirms that they have authority to do so and to accept these terms.
Booking process begins when you request a quotation or service slot and we provide an estimate, availability window, or fixed price. Any quotation is based on the information supplied at the time of booking, including room sizes, carpet type, condition, access, parking circumstances, and any known stains, pets, or special requirements. If the details provided are incomplete or inaccurate, we may revise the price, adjust the service scope, or decline the booking. A booking is only confirmed once we have accepted it and, where requested, received any deposit or prepayment.
We may ask for photographs, measurements, or further information before confirming a carpet cleaning appointment. This helps us assess the likely duration, equipment needs, and any special treatment requirements. If you fail to disclose factors that materially affect the work, such as severe staining, infestation, excessive soiling, restricted access, or fragile carpet fibres, we may charge additional fees or limit the service to what is reasonably possible on site. All arrival times are estimates unless we expressly state otherwise, and a service window should not be treated as a guarantee of exact arrival.
You must ensure that the property is ready for work at the agreed time. This includes providing access to the relevant rooms, clearing small items where possible, and ensuring that electricity and water are available unless we have agreed otherwise. We may refuse to begin or continue the work if the property is unsafe, unsuitable, or if access is restricted in a way that prevents efficient completion. If we cannot perform the service for reasons attributable to you, this may be treated as a late cancellation or wasted appointment, and a fee may apply.
Payments for carpet cleaning services are due in accordance with the quotation, invoice, booking confirmation, or payment terms agreed in advance. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable. We reserve the right to require a deposit, card pre-authorisation, or full prepayment for certain jobs, especially where materials are ordered, the booking is made at short notice, or the appointment takes place outside standard scheduling arrangements. Payment methods accepted may vary and will be confirmed at the time of booking.
Any additional work requested on site will be charged separately if it falls outside the original quotation. This may include extra rooms, extra flights of stairs, prolonged stain treatment, deodorising, or specialist fibre care. If our technician identifies a need for additional work that was not reasonably foreseeable from the original information supplied, we will normally explain the cost before proceeding. If you ask us to continue with optional extras, you agree to pay the revised amount in full. We are not obliged to perform unquoted work without agreement.
Invoices must be paid by the due date shown. If payment is late, we may suspend further services, charge reasonable recovery costs, and, where permitted by law, apply interest on overdue sums. Any discount, promotion, or special price is valid only for the stated period, service type, and conditions attached to that offer. Misuse of promotional pricing, including by splitting one job into multiple bookings to gain an unintended benefit, may result in re-invoicing at the standard rate.
Cancellations and rescheduling must be made with reasonable notice. We understand that plans change, and we aim to be flexible where possible. If you cancel or move an appointment more than 24 hours before the agreed arrival window, no cancellation fee will normally apply unless a non-refundable deposit, special-order material, or specific allocation cost has been clearly stated in advance. If you cancel within 24 hours of the appointment, or fail to provide access, a charge may be made to cover lost time, travel, and preparation.
If we need to cancel or reschedule because of illness, vehicle breakdown, unsafe conditions, extreme weather, or another event beyond our reasonable control, we will seek to offer an alternative slot at the earliest practical opportunity. We are not liable for any indirect loss caused by a change of appointment, including inconvenience, missed deadlines, or time taken off work, unless required by law. Where a deposit has been taken for a booking that we cancel and are unable to reschedule within a reasonable period, we will refund that deposit or the relevant portion of it, as appropriate.
If you are delayed on the day and we are unable to complete the job within the allocated time, we may need to shorten the service, rearrange it, or treat the appointment as cancelled. Where parking restrictions, building access controls, or security procedures cause significant delay not disclosed at booking, we may charge for waiting time or for a return visit. A mutually agreed rebooking does not waive any right to recover reasonable costs already incurred.
Service standards and limitations apply to every North Kensington Carpet Cleaners appointment. We use professional equipment and cleaning products suitable for the carpet type and the agreed scope of work, but no cleaning method can guarantee the removal of every stain, odour, or mark. Results depend on fibre type, carpet age, previous treatments, wear, sun exposure, underlay condition, and the nature of the soiling. We will exercise reasonable skill and care, but we do not promise a like-new result where the carpet’s condition makes that unrealistic.
Some stains may be permanent, may resurface after drying, or may react adversely to cleaning. These include but are not limited to pet urine, bleach damage, dye transfer, adhesive residues, oil-based stains, and prior DIY treatments. Where a carpet is already weakened, unstable, or incorrectly maintained, cleaning may reveal pre-existing wear or damage. We may decline to treat certain materials or stains if, in our opinion, the risk of damage is unacceptably high. Any advice given on site is practical guidance only and is not a guarantee of outcome.
You are responsible for removing fragile, valuable, or sentimental items before the appointment, including loose ornaments, cash, documents, electronics, and breakables. We will take reasonable care around furniture and fittings, but you should inform us of any items that are particularly heavy, delicate, or likely to be unstable. Unless otherwise agreed in writing, we do not move beds, pianos, built-in appliances, large wardrobes, or similar heavy items. If furniture must be shifted to complete cleaning, this will be done only where safe and reasonable.
Liability is limited to losses caused directly by our negligence, breach of contract, or failure to use reasonable care and skill. We do not accept responsibility for loss or damage arising from pre-existing defects, hidden weaknesses, manufacturer faults, unsuitable carpet construction, or the customer’s failure to provide accurate information. We are not liable for indirect or consequential losses, such as loss of profit, business interruption, inconvenience, or missed appointments with third parties, except where such exclusion is prohibited by law.
Where we are found legally responsible for damage to your property, our liability will be limited, at our option, to repair, replacement, or the reasonable value of the affected item, subject to any applicable insurance terms and the actual circumstances of the claim. You must notify us of any alleged damage or issue as soon as reasonably possible and, in any event, within a reasonable period after completion of the service. Failure to do so may affect our ability to investigate the matter properly.
Nothing in these carpet cleaning terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law. If you believe our technician has caused damage, you should take reasonable steps to minimise further loss and allow us an opportunity to inspect the issue before repairs are arranged, where practical. We may ask for photographs, receipts, or other evidence to assess any claim.
Waste regulations and environmental responsibilities are taken seriously by North Kensington Carpet Cleaners. During carpet cleaning, waste water, extracted soil, residues, and used materials must be handled lawfully and responsibly. We aim to dispose of waste in accordance with applicable UK environmental and waste management requirements. Where waste is collected as part of the service, it will be managed using suitable methods and taken to approved disposal or treatment routes as required by law.
You agree not to ask us to dispose of prohibited, hazardous, or illegally deposited waste unless we have expressly agreed to do so and are legally permitted to handle it. This includes chemicals, asbestos, sharps, medical waste, or any material that may present a danger to people, property, or the environment. If waste regulations or site conditions require additional handling, protective measures, or disposal costs, those costs may be added to your invoice. You remain responsible for the legality and accuracy of any waste information you supply.
We may refuse to remove or process any material that we reasonably consider unsafe, unlawful, or outside the normal scope of carpet cleaning services. Any cleaning residues or contaminated materials produced on site remain subject to the property’s own waste handling arrangements unless we have explicitly agreed otherwise. If a customer asks us to leave waste behind for later collection, it is the customer’s responsibility to store and dispose of it lawfully. We are not responsible for fines or penalties caused by misuse of the service or by inaccurate waste descriptions.
Customer obligations include providing truthful information, ensuring legal authority to arrange the service, and making sure the property is available for cleaning at the agreed time. You must tell us about any allergies, sensitivities, pets, access constraints, alarm systems, or risks that may affect the appointment. If you are not the property owner, you confirm that you have the relevant permission to instruct us and to accept these terms on behalf of the premises. We may rely on your instructions as authorised instructions unless we have reason to believe otherwise.
If the property contains hazardous conditions, such as exposed wiring, biological contamination, insect infestation, mould, or unsafe flooring, you must disclose this before the appointment. We may stop work if circumstances appear unsafe or beyond the scope of standard carpet cleaning. In such cases, we may still charge for time spent, travel, preparation, or any completed part of the service. You must also ensure that children and pets are supervised appropriately during the visit so that the technician can work safely and efficiently.
Any keys, access codes, security passes, or entry arrangements provided to us remain your responsibility. We will use reasonable care when handling access items, but we are not liable for delay or failure to complete the service where access arrangements are faulty, expired, or unavailable. If a key or access device is supplied, it should be clearly labelled and collected promptly after the appointment unless another arrangement has been agreed in advance.
Complaints and remedies should be raised promptly so that any issue can be reviewed while the service details are still fresh. If you are unhappy with the result of a North Kensington Carpet Cleaners appointment, you should allow us a reasonable opportunity to inspect and, where appropriate, re-treat the affected area. We do not guarantee that every complaint will be resolved by retreatment, especially where the issue arises from pre-existing damage, unsuitable carpet condition, or factors outside our control. Any remedy will be assessed fairly and in line with your legal rights.
We may, at our discretion, offer a revisit, partial refund, or other practical solution where we accept that our service fell below the required standard. Any such remedy will not exceed what is reasonable in the circumstances and does not admit liability beyond what the law requires. If a dispute cannot be resolved informally, both parties agree to act reasonably and to use evidence such as photographs, invoices, and written notes to support their position. This process is intended to resolve matters efficiently without unnecessary escalation.
These terms and conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or any related contract will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. We may update these terms from time to time, and the version in force at the time of your booking will normally apply. Continued use of our services after an update constitutes acceptance of the revised terms.