Carpet Cleaners KT2 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners KT2 provides carpet, upholstery and related cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions and Interpretation
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or business requesting and paying for the services.
Company means Carpet Cleaners KT2, the provider of the services.
Premises means the property or location where the services will be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and any other related services agreed between the Company and the Customer.
Appointment means the agreed date and time for the provision of the services.
By Customer, we also include any person acting with the Customer's authority.
2. Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services using appropriate methods and products for domestic and commercial properties within its service area, including KT2 and surrounding locations. The exact services to be provided will be agreed at the time of booking and confirmed by the Company.
The Company reserves the right to refuse any job that falls outside its usual scope of work, presents a health and safety risk, or is deemed unsuitable for the methods or equipment used.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company's accepted communication channels as advised on its main website or promotional materials.
3.2 When placing a booking, the Customer must provide accurate information, including but not limited to:
the address of the premises
the type and approximate size of areas or items to be cleaned
any known stains, damage, or special requirements
any parking or access restrictions at the premises.
3.3 The Company will provide an indicative quotation based on the information supplied. This quotation may be subject to change if the actual condition or size of the areas or items differs from that described at the time of booking.
3.4 An Appointment is only confirmed once the Company has accepted the booking and, where applicable, received any required deposit or pre-payment. The Company reserves the right to decline or cancel a booking at its discretion, subject to the cancellation provisions set out in these Terms and Conditions.
4. Access and Customer Obligations
4.1 The Customer is responsible for providing safe and reasonable access to the premises at the agreed Appointment time. This includes ensuring that parking is available where required, and that any entry codes, keys or access instructions are provided in advance.
4.2 The Customer must ensure that the premises are in a suitable condition for the services to be carried out, including:
removing fragile or valuable items from the areas to be cleaned
ensuring that the areas to be cleaned are reasonably clear of personal belongings
informing the Company of any potential hazards, such as loose floor coverings or electrical issues.
4.3 If the Company's operatives are unable to gain access to the premises, or if the premises are not in a suitable condition for the services to be carried out, the Company may charge a call-out or cancellation fee in accordance with section 7.
5. Pricing, Quotations and Additional Charges
5.1 All prices are provided in pounds sterling and are exclusive of any applicable taxes unless expressly stated otherwise.
5.2 Quotations are based on the information provided by the Customer and on the assumption of normal soiling and standard room or item sizes. The Company reserves the right to revise the quotation upon arrival if:
the areas or items are larger than described
the level of soiling, staining or damage is significantly higher than anticipated
additional services are requested on site.
5.3 Any additional work or variation from the original quotation will be agreed with the Customer before the work proceeds. If the Customer does not agree to the revised price, the Company may cancel the Appointment and may, at its discretion, apply a call-out or cancellation charge.
6. Payments and Deposits
6.1 The Company may require a deposit or full pre-payment to secure an Appointment. Any such requirement will be notified to the Customer at the time of booking.
6.2 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the services at the premises. The Company accepts payment methods as specified on its main website or by prior agreement.
6.3 For commercial customers or account customers, alternative payment terms may be agreed in writing. If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate and to recover any reasonable costs incurred in the recovery of the debt.
6.4 The Customer is not entitled to withhold payment for any part of the services on the basis of a complaint relating to another part of the services. All complaints will be handled in accordance with section 11.
7. Cancellations, Rescheduling and No-show
7.1 The Customer may cancel or reschedule an Appointment by giving the Company reasonable notice.
7.2 Where the Customer cancels or reschedules with more than 48 hours' notice prior to the Appointment time, any deposit paid may be refunded or transferred to a new Appointment, subject to the Company's discretion.
7.3 Where the Customer cancels or reschedules with less than 48 hours' notice, the Company reserves the right to retain all or part of any deposit, or to charge a cancellation fee up to a reasonable proportion of the quoted price, to cover lost time and administrative costs.
7.4 If the Customer fails to provide access to the premises at the Appointment time, or the Company's operatives are turned away on arrival, this will be treated as a late cancellation and may incur a cancellation or call-out fee.
7.5 The Company may, on rare occasions, need to cancel or reschedule an Appointment due to circumstances beyond its reasonable control, such as adverse weather, transport issues, staff illness or equipment failure. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative Appointment. The Company shall not be liable for any losses arising from such cancellation or delay.
8. Service Standards and Limitations
8.1 The Company will exercise reasonable skill and care in providing the services and will use professional equipment and cleaning products suited to the items or areas being treated.
8.2 While the Company aims to achieve a high standard of cleaning, the Customer acknowledges that:
not all stains can be removed completely
previous damage, excessive wear, fading or discolouration may limit the results achievable
shrinkage or texture changes can occasionally occur due to the nature of some fabrics and materials.
8.3 The Company will not be responsible for pre-existing damage or defects, including but not limited to:
wear, fading, sun damage or traffic lanes on carpets
loose seams, weakened backing or frayed edges
pre-existing stains, burns or chemical damage.
8.4 The Customer must notify the Company of any known conditions that could be affected by cleaning, such as loose dye, unstable colours or previous water damage. The Company may decline to treat items where it considers there is a significant risk of damage.
9. Customer Responsibilities During and After Cleaning
9.1 The Customer is responsible for supervising children, pets and any other occupants at the premises during the Appointment. The Company cannot accept responsibility for accidents or injuries arising from failure to keep children or pets away from equipment, chemicals or wet surfaces.
9.2 The Customer must follow any aftercare advice issued by the Company, including recommendations about ventilation, drying times and safe re-entry to treated areas. Walking on damp carpets or upholstery, or replacing furniture before items are fully dry, is at the Customer's own risk.
9.3 Where furniture or other items are moved by the Company's operatives at the Customer's request, reasonable care will be taken, but the Customer remains responsible for ensuring the suitability and safety of such movement.
10. Waste Handling and Environmental Compliance
10.1 The Company will handle and dispose of waste water, soiling and any residual cleaning products generated as part of the services in accordance with applicable waste and environmental regulations in the United Kingdom.
10.2 The Customer must not request or require the Company's operatives to dispose of waste in a way that would breach local or national waste regulations, such as discharging contaminated liquids into inappropriate drains or external areas.
10.3 Where practicable, the Company will minimise environmental impact by using suitable products and methods and by following best practice in the handling and disposal of waste associated with cleaning activities.
11. Complaints and Service Issues
11.1 If the Customer is dissatisfied with any aspect of the services, they must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work, so that the Company has an opportunity to inspect and, where appropriate, rectify the issue.
11.2 The Company may request photographs or a site visit to assess the complaint. Where the complaint is justified and directly related to the quality of the services provided, the Company may, at its discretion:
re-clean the affected area or item
offer a partial refund
provide another appropriate remedy.
11.3 The Company's liability in respect of any complaint is subject to the limitations set out in section 12. Failure by the Customer to allow the Company an opportunity to inspect and attempt to remedy any issue may limit the Company's ability to offer redress.
12. Liability and Limitations
12.1 Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot lawfully be limited or excluded.
12.2 Subject to clause 12.1, the Company's total liability to the Customer arising out of or in connection with the services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Appointment giving rise to the claim.
12.3 The Company shall not be liable for:
any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment
damage arising from failure to follow aftercare instructions or from use of the premises or items before they are fully dry
damage to items or areas that the Company has advised are at risk or unsuitable for the requested treatment, where the Customer has instructed the Company to proceed regardless.
12.4 The Customer is responsible for insuring any particularly valuable or fragile items and for notifying the Company of their presence before the services commence.
13. Insurance
The Company maintains appropriate insurance cover in respect of public liability and, where applicable, employee liability. Details of such insurance may be made available to the Customer on reasonable request.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. This may include, but is not limited to, extreme weather, transport disruption, power failures, industrial disputes, acts of government or other similar events.
15. Privacy and Data Protection
The Company will collect and process personal information about the Customer only as necessary to arrange and provide the services, handle payments and manage customer relationships. Any such information will be handled in compliance with applicable UK data protection laws. The Company will not sell or disclose the Customer's personal information to third parties except where required to do so by law or where necessary to deliver the services.
16. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that specific Appointment. It is the Customer's responsibility to review the current Terms and Conditions prior to confirming a booking.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
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.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.
18.2 No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.
18.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for business operations, provided that this does not reduce the protections afforded to the Customer.
By confirming a booking with Carpet Cleaners KT2, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.
