Terms and Conditions for Kilburn Carpet Cleaners
These terms and conditions set out the basis on which Kilburn Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and stain treatment services. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to be bound by these terms. They are intended to create a clear and fair framework for the provision of carpet cleaning services, so that both parties understand the scope of work, payment arrangements, cancellation rules, and practical limits on liability.
In these terms, references to “we”, “us”, and “our” mean Kilburn Carpet Cleaners, and references to “you” and “your” mean the customer, client, tenant, landlord, occupier, or any person acting on their behalf. These terms apply whether the service is booked online, by phone, by email, or through any other accepted booking method. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will normally apply to that service, unless a change is required by law or regulation. It is your responsibility to read these terms carefully before confirming any appointment. Where there is a conflict between a written quotation and these general terms, the written quotation shall prevail to the extent of that conflict.
Booking Process
All bookings are subject to availability and confirmation by us. A booking request does not create a binding contract until we have accepted it and provided confirmation, either verbally or in writing. We may ask for details of the area to be cleaned, the type of flooring or fabric, access arrangements, parking restrictions, and any special requirements that could affect the service. Accurate information is important because a carpet cleaning appointment is priced and scheduled based on the information supplied at the time of booking.
When you make a booking, you must ensure that you have authority to do so, especially where the property is rented, shared, managed, or occupied by multiple parties. If you are booking on behalf of another person or organisation, you confirm that you have permission to accept these terms and to authorise the works. We may refuse or cancel a booking if the information provided is incomplete, misleading, or suggests that the service requested is unsuitable, unsafe, or outside our normal operating scope.
We aim to arrive within the agreed appointment window, but arrival times are estimates only and may be affected by traffic, weather, access issues, previous jobs overrunning, equipment problems, or events beyond our reasonable control. You agree to provide reasonable access to the property and to ensure that the areas requiring treatment are available for inspection and cleaning. If furniture must be moved, or if fragile items need to be protected, this should be discussed during the booking process or before work begins. Failure to prepare the property properly may result in delay, additional charges, or the need to reschedule.
Scope of Services and Customer Responsibilities
We will carry out the services described in the booking confirmation or quotation with reasonable care and skill. The exact method, chemicals, temperature, dwell time, and extraction process used may vary depending on the fabric type, soil level, and condition of the item or surface. Some stains, odours, and marks may be permanent or may only partially respond to treatment, and we do not guarantee complete removal where this is not realistically achievable. Likewise, colour fastness, texture changes, and pre-existing wear can affect the final result.
It is your responsibility to notify us of any pre-existing damage, delicate materials, previous cleaning attempts, or special circumstances that may affect the service. This includes, without limitation, loose seams, weakened fibres, moth damage, water damage, hidden stains, underlay issues, or electrical and heating concerns in the area being cleaned. If you fail to disclose relevant information, we will not be responsible for any loss or damage arising from that omission, unless caused by our negligence or breach of these terms.
You must ensure that the premises are safe and suitable for the work to proceed. This includes providing water, electricity, and reasonable access to the work area, and ensuring that children, pets, and vulnerable persons are kept clear of equipment and cleaning solutions. We may refuse to proceed if we consider conditions to be unsafe, unsanitary, or materially different from those described at booking. Where access is delayed, areas are not ready, or work cannot be completed due to your act or omission, we may charge a waiting fee, a call-out fee, or the full booking amount depending on the circumstances.
Payments
Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may accept payment by cash, debit card, credit card, bank transfer, or other approved methods, subject to availability. Any quotation given before work starts is based on the information available at that time and may be revised if the actual service differs materially from what was described. Additional charges may apply where extra time, labour, equipment, stain treatment, or access difficulties are required. A revised price will usually be explained before additional work is carried out, where this is reasonably practicable.
All prices are stated inclusive or exclusive of VAT depending on our current tax status and the information provided at the time of quotation. If VAT is applicable, it will be charged at the prevailing rate. Special offers, discounts, or promotional rates may be withdrawn at any time and may not be combined unless expressly stated. We may also require a deposit for larger, urgent, repeat, or high-value bookings. Where a deposit is taken, it forms part-payment of the total fee and may be applied against cancellation or non-attendance charges where permitted by law.
If you fail to pay by the due date, we reserve the right to charge interest on overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at the statutory rate permitted for unpaid consumer debts. We may also recover reasonable costs incurred in pursuing payment, including administrative costs, collection costs, and legal fees where allowed. Title to any goods supplied by us, if applicable, will not pass to you until payment has been received in full.
Cancellations, Rescheduling, and Non-Attendance
You may cancel or reschedule a booking by giving us reasonable notice. For standard domestic appointments, we request at least 24 hours’ notice, unless a different period was agreed at the time of booking. Cancellations made with insufficient notice may result in a cancellation fee to cover reserved time, travel, and scheduling loss. If a deposit was paid, it may be retained in part or in full to the extent reasonably necessary to reflect our loss, subject always to applicable consumer law.
If we need to cancel or move your appointment, we will use reasonable efforts to notify you as soon as possible and to arrange an alternative date. We are not responsible for delays or cancellations caused by events beyond our control, including severe weather, transport disruption, illness, equipment failure, power outages, or legal restrictions. In such cases, we may reschedule the service without liability for indirect loss, provided that any prepaid sums for undelivered work are refunded or applied to a new appointment as agreed.
If you are not present at the property at the agreed time, or if we are unable to gain access through no fault of our own, we may treat the booking as a missed appointment and charge a reasonable fee. The same applies where the property is not ready for cleaning, the relevant area is unavailable, or conditions arise that make it impossible to complete the work safely. We encourage customers to communicate promptly if any issue arises that may affect the appointment.
Liability and Service Limitations
We will exercise reasonable care and skill in carrying out our services, but our liability is limited to the extent permitted by law. 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 legally be excluded. Subject to that, we will not be responsible for indirect, special, or consequential loss, including loss of profit, loss of business, or loss of enjoyment, whether arising in contract, tort, or otherwise.
We are not liable for damage caused by pre-existing defects, hidden weaknesses, structural faults, unsuitable materials, poor installation, or previous cleaning products and treatments that may react adversely during service. We are also not responsible for damage caused by items left in the work area, inadequate instructions, or the customer’s failure to disclose relevant information. Where an item is fragile, antique, heavily worn, or of uncertain composition, you accept that cleaning may carry a higher risk and that certain results cannot be guaranteed.
If a claim is made, you must notify us within a reasonable time and allow us the opportunity to inspect the issue, where practicable, before any repair, replacement, or remedial action is undertaken by a third party. We may, at our discretion and without admission of liability, offer re-cleaning or other reasonable remedial steps. Our total liability for any single claim arising out of or in connection with a booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where prohibited by law.
Waste Regulations, Chemicals, and Environmental Compliance
We operate in accordance with applicable UK environmental and waste management requirements. Wastewater, residue, debris, packaging, and other waste arising from the service will be handled and disposed of in a lawful and responsible manner. You must not ask us to dispose of items, liquids, or materials that we are not lawfully permitted to remove, transport, or handle. Where specialist disposal is required, additional charges may apply, and the service may only proceed if lawful arrangements can be made.
We may use detergents, pre-sprays, sanitising agents, stain removers, and other professional products selected for suitability and safety. You agree that we may choose the products and methods that we consider appropriate for the job, subject to any prior disclosure of allergies, sensitivities, or material restrictions. If you request the use of a specific product, we are not obliged to use it unless we agree in writing and consider it safe and effective. You should keep all people and animals away from treated surfaces until they are dry or otherwise safe to use.
Where the service produces waste water or removed debris, you acknowledge that we may need to use our own containment, extraction, and transport arrangements. You must not interfere with or remove any waste-handling equipment we bring to site. If your property has special drainage restrictions, access limitations, or local management rules that affect lawful disposal or operational methods, you must inform us before the appointment. Any failure to do so may result in a delay, cancellation, or additional charge if we are required to alter the service to remain compliant.
Property, Risk, and Damage Reporting
While we take care when working around furniture, flooring, fixtures, and personal belongings, you are responsible for removing valuable, breakable, or sentimental items from the work area unless we expressly agree otherwise. We will not be liable for minor marks, compression, residue, or movement of furniture that are reasonably incidental to the cleaning process. For carpets and fabrics with pre-existing wear or weakened condition, the cleaning process may reveal issues that were not visible beforehand; such outcomes are not necessarily defects in service.
If any accidental damage occurs that is attributable to our negligence, you must report it to us as soon as reasonably possible and in any event within a reasonable period after the service. You should preserve the affected item and, where appropriate, provide photographs and a description of the issue. We may request further information to assess the claim and determine whether a remedy is appropriate. No admission of liability will be made until a proper assessment has been completed.
We do not accept responsibility for items left in wardrobes, drawers, under furniture, or in concealed spaces unless we have expressly agreed to move or handle them. You are also responsible for ensuring that electrical items, fragile decorations, and loose flooring edges are suitably protected or removed where necessary. If we identify a condition that appears hazardous, we may pause the service until the issue is addressed or may decline to continue in order to protect people and property.
Complaints and Disputes
We aim to resolve concerns promptly and fairly. If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we can investigate. Where appropriate, we may request photographs, a description of the issue, and an opportunity to inspect the area or item. Delays in reporting a concern may make it harder to assess the matter properly and may affect the availability of a remedy.
Any remedy offered will depend on the nature of the issue, the evidence available, and the extent to which the problem was caused by our acts or omissions. A repeat clean, partial refund, or other reasonable resolution may be offered where justified, but we are not obliged to provide a remedy for results that fall within the acknowledged limitations of carpet and fabric cleaning. Nothing in this section affects your statutory rights as a consumer.
Where a dispute cannot be resolved informally, the parties should continue to act reasonably and in good faith. These terms do not prevent either party from seeking legal advice or pursuing any available legal remedy. However, both sides are encouraged to keep disputes proportionate to the amount in issue and to avoid unnecessary cost and delay.
Governing Law
These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. By entering into a booking with Kilburn Carpet Cleaners, you agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any rights you may have under applicable consumer legislation to bring proceedings in another competent forum where required by law.
Nothing in these terms is intended to limit your mandatory rights under consumer protection legislation, unfair contract terms rules, data protection law, or any other law that cannot be excluded by agreement. If any provision is judged invalid or unenforceable, it shall be interpreted, where possible, so as to reflect the original intention, and the remaining provisions shall continue in full force. These terms form the complete agreement between us in relation to the relevant service, except where a separate written agreement states otherwise.
By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms and conditions for carpet cleaners service arrangements. You also confirm that you have authority to approve the work, that the information supplied is accurate to the best of your knowledge, and that you will cooperate reasonably to allow the service to be completed safely and lawfully. These terms are designed to support a clear, professional, and compliant service relationship from booking through to completion.
