Kilburn Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Kilburn Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, company or organisation booking the services of Kilburn Carpet Cleaners.
Company means Kilburn Carpet Cleaners, the provider of the cleaning services.
Services means the carpet, upholstery, rug, hard floor or related cleaning services offered by the Company, together with any additional services agreed in writing.
Premises means the property at which the Services are to be carried out.
Cleaner means a representative, employee, subcontractor or agent engaged by the Company to carry out the Services.
2. Scope of Services
The Company offers carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and related services. The specific Services to be carried out, including the areas and items to be cleaned, will be agreed at the time of booking and confirmed in the booking confirmation.
The Company reserves the right to refuse or withdraw Services where it is deemed unsafe, unsuitable, or where access to the Premises is restricted or hazardous. The Company may also refuse Services where the required work falls outside its normal scope or technical capability.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s accepted booking channels as communicated by the Company from time to time.
3.2 The Client is responsible for providing accurate and complete information during the booking process, including the address of the Premises, type and size of areas to be cleaned, parking information, access arrangements and any special requirements.
3.3 All bookings are subject to availability. The Company will confirm acceptance of a booking and the agreed appointment date and time. No booking will be considered final until the Client has received confirmation from the Company.
3.4 The Company may, at its discretion, conduct a pre-service assessment by telephone, online form, images, or in some cases, a site visit, to estimate the time, method and price for the Services.
3.5 The Client must inform the Company of any changes to the booking details as soon as reasonably possible. Significant changes, such as increases in area size or additional items to be cleaned, may result in a revised quote and adjusted timescale.
4. Access to the Premises
4.1 The Client must ensure that the Cleaner is provided with safe and reasonable access to the Premises at the agreed time.
4.2 The Client is responsible for providing access arrangements, including keys, key codes, entry instructions and parking arrangements. Any parking charges or congestion charges incurred by the Cleaner in connection with the provision of Services may be added to the Client’s invoice.
4.3 If the Cleaner is unable to gain access to the Premises at the scheduled time due to incorrect information provided by the Client, absence of the Client or other access issues, the Company may charge a call-out fee or treat the appointment as cancelled by the Client in accordance with the cancellation policy.
5. Client Responsibilities
5.1 The Client must ensure that the Premises are reasonably prepared for the Services. This includes removing fragile items, breakables, personal belongings, and excessive clutter from areas to be cleaned, unless expressly agreed otherwise.
5.2 The Client must inform the Company of any known risks or issues at the Premises that might affect the Services, such as loose floor coverings, damaged furniture, hazardous materials, infestations, or restricted access.
5.3 The Client must ensure that water and electricity are available at the Premises for the duration of the Services, unless otherwise agreed in writing.
5.4 The Client is responsible for securing pets and ensuring that children and vulnerable persons are kept away from machinery, chemicals, hoses, and wet areas during and immediately after the Services.
6. Pricing and Estimates
6.1 The Company will provide a price or estimate for the Services based on the information supplied by the Client. Estimates are given in good faith but do not constitute a binding quote if the information provided by the Client is inaccurate or incomplete.
6.2 The final price may be adjusted if the actual condition, size, or nature of the items or areas to be cleaned differs materially from the description provided by the Client. The Cleaner will inform the Client of any necessary price adjustments before commencing or continuing the work where possible.
6.3 Prices are usually stated inclusive or exclusive of any applicable taxes, as communicated by the Company. The Client is responsible for any applicable taxes or charges imposed in connection with the Services.
7. Payments
7.1 Payment terms will be communicated to the Client at the time of booking. The Company may require full or partial payment in advance, on completion of the Services, or in accordance with an agreed invoice schedule.
7.2 The Company accepts the payment methods it has publicised or communicated, which may include card payments, bank transfers or other approved methods. Cash payments may be accepted at the Company’s discretion.
7.3 For commercial Clients or ongoing contracts, the Company may issue invoices with defined payment terms. Unless otherwise agreed, invoices are due for payment within the period specified on the invoice.
7.4 If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any costs incurred in the collection of outstanding sums, including administrative and legal costs where applicable.
7.5 The Company may suspend or cancel future Services if the Client fails to pay any amount due under these Terms and Conditions.
8. Cancellations and Rescheduling
8.1 The Client may cancel or reschedule a booking by providing notice to the Company. The minimum notice period and any applicable charges will be communicated at the time of booking or in subsequent confirmation.
8.2 Where the Client cancels or reschedules an appointment with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be calculated as a percentage of the agreed price or as a fixed call-out charge.
8.3 If the Cleaner is unable to carry out the Services due to lack of access, unsafe conditions, or breach of these Terms and Conditions by the Client, the Company may treat this as a late cancellation and apply the relevant fee.
8.4 The Company will use reasonable endeavours to attend appointments at the agreed time and date. However, times are approximate and may be affected by traffic, weather, previous jobs or other factors beyond the Company’s control. In such cases, the Company will inform the Client as soon as reasonably possible and may offer an alternative appointment.
8.5 The Company may cancel or reschedule a booking due to operational reasons, staff illness, equipment failure, or factors beyond its reasonable control. In these situations, any advance payments made for the affected Services may be applied to a rescheduled appointment or, if rescheduling is not possible, refunded in full for the portion of Services not delivered.
9. Quality of Service and Complaints
9.1 The Company aims to provide a professional and reliable cleaning service. The results of any cleaning process depend on the nature and age of the stains, level of soiling, type of fibres and previous treatments applied by the Client or third parties.
9.2 The Company does not guarantee complete removal of all stains or marks. Some stains may be permanent and not respond to any cleaning process. Colour loss, pile distortion or other pre-existing damage may limit the results achievable.
9.3 If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and in any event within a reasonable period after completion of the Services. The Company will investigate and, where appropriate, may arrange a revisit to attempt to rectify the issue.
9.4 Any claim made by the Client relating to the quality of the Services will be assessed based on the information provided, the condition of the items prior to cleaning, and industry-accepted methods and limitations.
10. Liability and Limitations
10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Client acknowledges that there are inherent risks associated with cleaning, particularly where items are old, worn, sun-damaged, previously stained, incorrectly installed or previously cleaned using unsuitable products.
10.2 The Company will not be liable for any pre-existing damage, defects, wear or conditions which become apparent during or after the cleaning process. This includes, but is not limited to, colour fading, shrinkage, loose seams, pre-existing tears, weak fabrics, or damage caused by prior cleaning or treatment.
10.3 The Client must inform the Company of any items that are particularly valuable, delicate or at risk of damage. In the absence of such information, the Company will apply standard industry practices but will not be responsible for unforeseen reactions or damage arising from undisclosed conditions.
10.4 Except where prohibited by law, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services shall be limited to the total price paid for the affected Services. The Company shall not be liable for loss of profit, loss of business, loss of use, or any indirect or consequential losses.
10.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.
11. Damage and Breakages
11.1 While every care is taken when providing the Services, accidental damage may occur. The Client should inform the Company of any alleged damage as soon as reasonably possible after the incident comes to their attention.
11.2 The Company reserves the right to inspect the alleged damage and, where appropriate, may arrange repair, replacement, or a reasonable contribution towards costs, taking into account the age, condition and value of the item prior to the incident.
11.3 The Company will not be responsible for damage to items which are not suitable for cleaning, which are incorrectly labelled, or where the Client has failed to disclose relevant information about the material, construction or condition of the item.
12. Waste Handling and Regulations
12.1 In the course of carrying out the Services, the Company may generate waste water, extracted soil, and limited solid waste such as debris removed from carpets or floors.
12.2 The Company will manage waste in accordance with applicable waste and environmental regulations. Where appropriate, waste water may be discharged via suitable drainage points at the Premises in accordance with local requirements.
12.3 The Client must inform the Company of any restrictions relating to waste disposal or drainage at the Premises. If suitable disposal facilities are not available, the scope of the Services may be adjusted or an additional charge may be applied for alternative disposal arrangements.
12.4 The Company is not responsible for the removal of bulk waste, building rubble, household rubbish or any other waste not generated solely by the provision of the Services, unless otherwise agreed in writing as a separate service.
13. Health, Safety and Environmental Considerations
13.1 The Company uses cleaning solutions and equipment selected to be effective and appropriate for the task. Safety data sheets are available on request for products used at the Premises.
13.2 The Client must inform the Company if any occupants of the Premises suffer from allergies, respiratory conditions or sensitivities that may be affected by cleaning products or processes. The Company may offer alternative products where practical, but cannot guarantee that all reactions will be eliminated.
13.3 During and immediately after cleaning, floors and carpets may remain damp and slippery. The Client is responsible for ensuring that occupants and visitors are made aware of the risks and that appropriate care is taken until areas are fully dry.
14. Insurance
14.1 The Company maintains appropriate insurance cover in connection with the provision of its Services, as required by applicable law and industry practice.
14.2 Evidence of insurance can be provided to the Client upon reasonable request.
15. Privacy and Data Protection
15.1 The Company collects and processes personal data necessary for taking bookings, delivering Services and managing accounts. This may include names, addresses, contact details, and details about the Premises.
15.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary for the provision of Services, for administrative purposes, or where required by law.
15.3 By using the Services, the Client consents to the processing of their personal data in accordance with applicable data protection laws.
16. Amendments to Terms and Conditions
16.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular booking.
16.2 Updated Terms and Conditions may be made available by the Company through its usual communication channels. Continued use of the Services following any changes constitutes acceptance of the updated terms.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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 Services provided by the Company.
18. General Provisions
18.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, 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 under these Terms and Conditions shall constitute a waiver of that right or remedy.
18.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral.
18.4 Nothing in these Terms and Conditions is intended to confer any rights on any third party.
