Kidbrooke Carpet Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Kidbrooke Carpet Cleaners provides carpet, upholstery, and related cleaning services to domestic and commercial customers. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before placing any order. In these Terms, “we”, “us”, and “our” refer to Kidbrooke Carpet Cleaners, and “you” or “the customer” refers to the person or organisation requesting the service.

These terms are intended to provide clarity around the booking process, payment arrangements, cancellations, liability, and waste handling obligations. They are designed to be fair and practical and should be interpreted in line with ordinary UK consumer and business law, as applicable. Nothing in these terms affects your statutory rights where they cannot lawfully be excluded or limited.

Our service may include carpet cleaning, stain treatment, deodorising, upholstery care, and similar cleaning tasks agreed at the time of booking. The exact scope of work will depend on the surfaces, materials, room layout, condition of the items, and any special requirements you tell us in advance. If any instruction is not clear or if a task falls outside the agreed service, we may decline it or quote separately.

1. Booking Process

A booking with Kidbrooke carpet cleaners is made when we have received your request and confirmed the appointment, either verbally, in writing, or through an approved booking channel. A booking is not final until it has been accepted by us. We may ask for relevant details such as the property type, floor area, item count, access conditions, parking arrangements, and the type of cleaning required. Accurate information helps us price the job correctly and allocate suitable time and equipment.

When you request a service, you must ensure that all material information is provided honestly and in full. This includes, where relevant, the presence of delicate fibres, pre-existing stains, previous cleaning attempts, water damage, infestations, hidden damage, or any condition that may affect the outcome or the safety of the work. If the information provided is incomplete or inaccurate, we may revise the quotation, alter the service plan, or withdraw the booking altogether.

We may provide quotations on a fixed-price or estimated basis. A quotation may be based on the information available at the time and may change if the actual conditions differ from those described. Estimates are not binding unless expressly stated otherwise. If, upon arrival, the work area is materially different from what was described, we may adjust the price, reschedule, or reduce the scope of the service. Any additional work must be agreed before it is carried out.

It is your responsibility to ensure that we have safe and reasonable access to the property at the agreed time. This includes access to the rooms or items to be cleaned, working electricity and water where required, and any permissions necessary to enter the premises. If we are unable to complete the service because access is denied, delayed, or unsafe, this may be treated as a late cancellation or a chargeable failed appointment.

We aim to arrive within the agreed time window, but arrival times are estimates only and may be affected by travel conditions, prior jobs, or unforeseen events. We are not liable for minor delays that are outside our reasonable control. Where possible, we will notify you of a significant delay and rearrange the appointment if appropriate.

2. Pricing and Payments

All prices will be confirmed before work starts, unless a later adjustment is necessary because the actual condition or size of the job differs from the information supplied. Prices may be quoted inclusive or exclusive of VAT, depending on the service structure in place at the time. Any applicable VAT will be made clear where required by law. Additional charges may apply for heavily soiled areas, specialist treatment, stain removal attempts, awkward access, parking, or out-of-hours attendance if agreed.

Unless otherwise agreed, payment is due on completion of the service. We may request a deposit or advance payment for larger, repeat, or commercial jobs, and such a deposit may be used to secure the appointment. Accepted payment methods will be confirmed at the point of booking. If payment is not received when due, we reserve the right to charge reasonable recovery costs and interest where permitted by law, and to suspend future services until outstanding sums are settled.

Where a quote is given for multiple rooms, items, or stages of work, the price may be recalculated if you change the specification after booking or on the day of attendance. For example, adding extra rooms, increasing the area to be treated, or requesting additional stain work may increase the final amount payable. We will always aim to explain any change before proceeding.

3. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or rearrange an appointment, please notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether we have already reserved time, equipment, or staff for your booking. Where a cancellation occurs after we have begun travelling to the site or preparing materials, we may charge a reasonable fee to cover wasted time and costs.

You may have statutory cancellation rights for certain bookings made at a distance or off-premises under UK consumer law, subject to the relevant exceptions. Where those rights apply, we will provide any required information about them. However, if you expressly request that the service begins within the cancellation period, you may be asked to acknowledge that you could lose the right to cancel once the service has been fully performed, or may owe payment for work already completed.

If our team attends the property but cannot carry out the work because of unsafe conditions, lack of access, insufficient disclosure, or absence of the customer or an authorised representative, the appointment may be treated as a missed visit and a call-out or cancellation fee may apply. Repeated missed appointments may result in future bookings being refused or accepted only on revised terms.

4. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the cleaning service. Our work is intended to improve the appearance and hygiene of items, but results can vary depending on fibre type, age, previous wear, stains, dye stability, and the condition of the surface. Some marks may be permanent or may only partially respond to cleaning. We do not guarantee complete stain removal or restoration to a like-new condition.

You are responsible for moving small or fragile items before we arrive, unless we have agreed otherwise. We may assist with light furniture where safe and appropriate, but we are not required to move heavy, fixed, valuable, or unstable items. You should also secure or remove personal belongings, ornaments, cables, and breakables from the areas to be cleaned. We are not responsible for pre-existing damage or for items left in a vulnerable position.

It is also your responsibility to tell us about pets, vulnerable occupants, allergies, medical concerns, or special instructions that may affect the service. If you or anyone on the premises is sensitive to cleaning agents, please inform us before the appointment so we can consider suitable methods. We may refuse to use a product or technique if we believe it is unsuitable for the material or unsafe for the environment.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. However, to the fullest extent permitted by law, we are not responsible for indirect, consequential, or economic losses, including loss of business, loss of profit, loss of opportunity, or inconvenience caused by delay or service interruption. Any claim must be supported by reasonable evidence and reported as soon as possible after the issue is discovered.

Where damage is alleged to have been caused by our work, you must allow us a reasonable opportunity to inspect the item or area and, where appropriate, attempt a remedy before any third-party repair is arranged. We may, at our option, repair, re-clean, or compensate for the proven direct loss, subject to our reasonable assessment and applicable law. Our liability for any claim will not exceed the total amount paid or payable for the specific service giving rise to the claim, except where a lower limit is prohibited by law.

We do not accept responsibility for pre-existing faults, concealed damage, weak seams, colour instability, faulty installation, manufacturer defects, or deterioration that occurs despite reasonable care. Natural fibre carpets, antique textiles, water-damaged materials, and poorly maintained items can behave unpredictably. Even with professional care, certain results may not be fully reversible. The customer accepts that any cleaning process carries some inherent risk, particularly where materials are aged, delicate, or previously treated with unknown products.

6. Waste Regulations and Environmental Compliance

We handle waste in accordance with applicable UK waste management and environmental regulations. This includes disposing of dirty water, used consumables, packaging, and other service-related waste responsibly and, where required, using appropriate collection or disposal methods. We will not knowingly dispose of waste unlawfully or in a manner that would breach environmental duties.

Some cleaning tasks may generate waste that cannot be left on site or flushed into drains if it would create blockages, pollution, or other hazards. In such cases, we may retain the waste for lawful disposal or advise you of a suitable disposal method. You must not ask us to dispose of hazardous, prohibited, or unidentified materials unless we have expressly agreed to do so and are legally permitted to handle them. If the site contains hazardous substances, contaminated materials, bodily fluids, mould, or biological waste, you must tell us in advance so we can assess whether the work is appropriate.

You are responsible for disclosing any waste-related risks linked to the property or items being cleaned. If we discover hazardous or regulated waste during the service, we may stop work until the issue is assessed. Additional charges may apply where specialist handling, protective equipment, or separate disposal arrangements are required. We reserve the right to refuse any task that would put our staff, the customer, or the environment at risk.

7. Complaints, Remedies, and Changes to the Terms

If you are dissatisfied with any aspect of the service, you should notify us promptly so we can investigate and, where appropriate, put matters right. We may request photographs, descriptions, or access to the affected area to help assess the issue. Raising a concern quickly improves the chance of an effective remedy. This does not affect any rights you may have under law.

We may update these Terms and Conditions from time to time to reflect changes in our services, business practices, or legal obligations. The version in force at the time your booking is accepted will usually apply to that booking, unless a change is required by law or agreed otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force so far as is legally possible.

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. These terms should be read together with any written quotation, job sheet, or service agreement provided for your booking. If there is any conflict, the more specific written agreement will apply to the extent permitted by law.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. If you are a consumer, you may also benefit from any mandatory protections available under the laws of your place of residence where those protections cannot be waived by agreement.

Any dispute relating to the service should first be raised with us in good faith so that both parties can try to resolve the matter informally. If a resolution cannot be reached, the courts of England and Wales shall have jurisdiction, subject to any applicable consumer rights that allow proceedings elsewhere. By booking with Kidbrooke Carpet Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.