South Kensington Carpet Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which South Kensington Carpet Cleaners provides domestic and commercial carpet, rug, upholstery, and related cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any carpet cleaning service. If anything in these terms is unclear, the customer should review them before the service begins.

We aim to deliver a professional carpet cleaning service with clear expectations, fair communication, and consistent standards. These terms apply to all quotations, scheduled visits, repeat appointments, remedial visits, and any additional work requested on site. They also apply whether the service is arranged for a home, office, rented property, or other premises. Unless we agree otherwise in writing, no variation to these conditions will be valid.

In these terms, “we”, “us”, and “our” refer to South Kensington Carpet Cleaners. “You” and “your” refer to the customer, client, tenant, occupier, or authorised representative placing the booking. “Premises” means the property where the cleaning service is to be carried out. “Services” means the cleaning and related tasks described in the booking, quotation, or written confirmation.

1. Booking process

Bookings are accepted subject to availability and may be made by phone, email, online request, or any other method we choose to offer. A booking is not confirmed until we have accepted it and, where required, received any deposit, pre-authorisation, or written confirmation from you. We may request basic details about the property, access, parking, room sizes, fibre type, stain history, or any relevant condition information so that we can assess the work properly.

At the time of booking, you must provide accurate and complete information. This includes the type of flooring or fabric, approximate area to be cleaned, known stains or damage, any prior treatments, and whether there are pets, occupiers, vulnerable persons, or special access requirements. If the information given is incomplete or incorrect, the final price, timing, or suitability of the requested service may need to be amended.

We may offer estimates or quotations based on the information supplied. Unless stated otherwise, quotations are not fixed prices and may change if the actual work differs from the description provided, if there are additional rooms or items, or if the condition of the surfaces requires extra time, equipment, or specialist treatment. Any significant change will normally be discussed with you before we continue, but if this is not possible and the work has already started, you agree to pay for the additional labour or materials reasonably required.

We reserve the right to refuse or cancel a booking where access is unsafe, there is a risk to staff, the property is unsuitable for the service requested, or the customer has provided misleading information. Where possible, we will explain the reason and offer a revised appointment. You are responsible for ensuring that the premises are accessible at the agreed time and that furniture, fragile items, valuables, and breakables are moved or protected unless we have expressly agreed to handle them.

2. Service standards and customer responsibilities

You must ensure that the area to be cleaned is ready for work to begin. This includes providing water and electricity, clear access to the rooms or items being cleaned, and a reasonably safe working environment. If parking, entry codes, security procedures, building restrictions, or concierge rules apply, you must tell us in advance and make the necessary arrangements. Delays caused by lack of access, unsuitable conditions, or missing instructions may lead to additional charges or a shortened service.

We will use reasonable skill and care when performing the services, using appropriate methods and products for the material and condition involved. However, cleaning results can vary depending on age, fabric, fibre, previous treatments, wear, soiling level, hidden damage, and environmental conditions. We do not guarantee the complete removal of all marks, odours, or stains, particularly where they are permanent, have set deeply, or were caused by pre-existing defects.

3. Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept payment by bank transfer, debit card, credit card, cash, or another method we have stated in advance. For larger jobs, repeat commercial work, or certain specialist services, we may require part payment in advance or payment on invoice within an agreed period.

All prices are stated in pounds sterling and, where applicable, may include VAT. If VAT is chargeable, this will be shown on the invoice or quotation where required by law. Any discounts, promotional prices, or package rates apply only to the specific booking and period offered. They cannot be transferred, combined, or claimed retrospectively unless we agree otherwise in writing.

If payment is not made when due, we may charge reasonable interest and recovery costs to the extent permitted by law. We also reserve the right to suspend future services, withhold any non-essential follow-up work, or cancel outstanding appointments until overdue sums are settled. You remain responsible for full payment even if you are dissatisfied with some aspects of the service, provided the main service has been completed and any concerns are addressed under these terms.

4. Cancellations and rescheduling

You may cancel or reschedule a booking by giving notice as early as possible. Cancellations made with sufficient notice may not incur a charge, but if we have reserved time, prepared specialist materials, or dispatched staff, we may charge a reasonable cancellation fee to cover our losses. The amount may depend on the timing of the cancellation and the work arranged.

If you cancel or reschedule within a short period before the appointment, or if our team is unable to complete the service because no one is available to provide access, the full call-out fee or a portion of the booked service may be charged. Where we arrive at the premises and cannot gain entry or safely begin work, this will usually be treated as a late cancellation or failed appointment. In such cases, any deposit already paid may be retained to the extent needed to cover costs reasonably incurred.

We may also need to cancel, postpone, or reschedule an appointment if staff are unavailable, equipment fails, weather creates unsafe conditions, or circumstances beyond our reasonable control make attendance impossible or impractical. If we do so, we will try to offer another suitable appointment. We will not be liable for any indirect loss caused by a cancellation or rescheduling where the reason is outside our reasonable control.

5. Liability and limitations

We accept responsibility for direct loss or damage caused by our negligence, but only to the extent permitted by law. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to those exceptions, our liability is limited as set out in this section.

We are not responsible for pre-existing damage, hidden defects, weak seams, colour loss, shrinkage, fibre distortion, or deterioration caused by age, poor maintenance, or prior treatment. Some materials may react unpredictably to cleaning products, heat, moisture, agitation, or extraction. By booking our South Kensington Carpet Cleaners service, you acknowledge that certain risks are inherent in professional cleaning, especially where surfaces are delicate, worn, or previously repaired.

It is your responsibility to notify us of any known risks, including moth damage, loose dye, underlay problems, water sensitivity, or fragile flooring. If you ask us to proceed despite a warning, you do so at your own risk to the extent permitted by law. We will not be liable for any damage that arises from following your instructions where we have reasonably advised against the requested method.

We are not liable for loss of profit, loss of business, loss of opportunity, loss of enjoyment, or any indirect or consequential losses. Our total liability for any claim arising from a single service, whether in contract, tort, or otherwise, will not exceed the amount paid or payable for that specific service, except where a higher limit is required by law.

6. Waste regulations and disposal

When providing cleaning services, we may generate waste water, used cloths, spent filters, packaging, and other residues. We will handle and dispose of waste in a manner consistent with applicable UK waste regulations and environmental responsibilities. We aim to reduce waste where practical and to avoid unnecessary contamination or discharge.

You must inform us in advance if the premises contain hazardous materials, bodily fluids, mould, chemical residues, sharps, or any substance requiring special handling. We may refuse to clean or may suspend work if we believe the waste or contamination presents a health, safety, legal, or environmental risk. In such cases, additional specialist remediation may be required before cleaning can continue.

Where waste disposal or removal of contaminated materials is outside the normal scope of the service, we may charge an additional fee if we agree to handle it. We do not undertake regulated waste collection services unless expressly stated in the booking. Any specialist disposal will be arranged only where lawful and appropriate, and may require your cooperation, documentation, or prior consent. You must not ask us to dispose of items in a way that would breach waste, environmental, or public health rules.

7. Access, premises, and site conditions

You are responsible for ensuring that the premises are in a condition that allows the services to be delivered safely. Floors should be reasonably clear of obstacles, and any valuable, fragile, or sentimental items should be removed or protected before we begin. We may move light furniture at our discretion, but we are not obliged to move heavy, fixed, delicate, or hazardous items unless specifically agreed.

If carpets, rugs, upholstery, or surrounding surfaces are wet or recently treated, drying times may vary. You should follow any aftercare instructions provided by our team, including ventilation, restricted use, and avoiding foot traffic until surfaces are dry. Failure to follow reasonable aftercare advice may affect the result or cause re-soiling, and we will not be responsible for problems caused by ignoring such advice.

8. Complaints and rectification

If you are dissatisfied with the service, you must notify us within a reasonable time after completion and before the item is used extensively, moved, or treated by a third party. We may ask for photographs, a description of the issue, and access to inspect the area. Where appropriate, we may offer a re-clean, partial adjustment, or another reasonable remedy at our discretion, provided the complaint is valid and reported promptly.

We will not consider complaints relating to issues caused by misuse, normal wear and tear, delayed reporting, aftercare failure, or conditions outside our control. Any attempt by another contractor to treat the same area before we inspect it may prevent us from assessing the matter fairly. Our aim is to resolve issues reasonably and professionally without admitting liability where none exists.

9. Subcontractors and staff

We may use employed staff or approved subcontractors to provide the service. Any such person acting on our behalf must be treated with courtesy and given safe access to the work area. You must not request services outside the agreed scope from any member of staff without our approval. The presence of a subcontractor does not change your rights or our obligations under these terms.

10. Force majeure

We are not liable for delays or failure to perform where the cause is beyond our reasonable control. This includes, without limitation, extreme weather, traffic disruption, accidents, power outages, equipment failure, illness, strikes, public emergency, flood, fire, or access restrictions imposed by third parties. If a force majeure event occurs, we may postpone the service, adjust the method, or cancel the booking without liability for indirect loss.

11. Governing law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction, unless consumer law gives you the right to bring proceedings elsewhere. Nothing in these terms affects your statutory rights as a consumer under UK law.

12. General provisions

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any written variation must be agreed by an authorised representative of South Kensington Carpet Cleaners. These terms form the entire agreement between the parties in relation to the relevant service and replace any prior discussions or understandings.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to create a clear, fair, and lawful basis for professional cleaning services, including carpet cleaning, rug care, upholstery cleaning, stain treatment, and related work. For the avoidance of doubt, this page is a legal information page only and does not form part of any promotional claim or service guarantee.