Terms and Conditions for Cleaner Kingstonuponthames
These Terms and Conditions set out the basis on which Cleaner Kingstonuponthames provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. These terms are designed to be clear, fair, and practical, while protecting both the customer and the service provider. For the purposes of this document, references to “we”, “us”, and “our” mean the cleaning business trading as Cleaner Kingstonuponthames, and references to “you” or “the customer” mean the individual or business purchasing the service.
These terms apply to all standard cleaning appointments, one-off visits, recurring cleans, deep cleans, end-of-tenancy cleaning, office cleaning, and any other cleaning service we agree to provide. If a separate written agreement or quotation has been issued, that document may supplement these terms, but unless expressly stated otherwise, these terms remain in force. We may update these Terms and Conditions from time to time to reflect changes in our operations, legal obligations, or pricing structure. The version in effect at the time of booking will apply to that booking unless a mandatory change in law requires otherwise.
We aim to provide a professional and reliable Cleaner Kingston upon Thames service, but the customer is responsible for ensuring that the information supplied during the booking process is accurate and complete. This includes property access details, service type, preferred schedule, any special instructions, and a general description of the condition of the premises. Where the service depends on assumptions made from the information provided, those assumptions may affect the final price, time required, and scope of work.
Booking Process
Bookings may be made by phone, email, online request, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and, where required, received any deposit or advance payment. We reserve the right to decline a booking if the requested service is outside our scope, if suitable staffing is not available, or if the property conditions present health, safety, or operational concerns. The customer must ensure that the service requested is suitable for the premises and for the level of cleaning required.
At the time of booking, the customer should provide accurate information regarding property size, number of rooms, the presence of pets, any hazardous materials, and any areas requiring special attention. If the condition of the property differs materially from the description provided, we may revise the price, change the duration, or limit the service to what can reasonably be completed within the agreed time. Any additional work requested during the appointment is subject to our agreement and may incur extra charges. A confirmed booking time is an estimate unless we have expressly stated otherwise, as traffic, access issues, and unforeseen delays may affect arrival and completion times.
Payments
Prices are normally quoted in pounds sterling and may be provided as fixed fees, hourly rates, or estimated charges depending on the type of cleaning service. Unless otherwise agreed in writing, payment is due on completion of the service or in advance where stated in the booking confirmation. For recurring services, we may invoice weekly, monthly, or after each visit according to the agreed arrangement. We accept payment methods specified at the time of booking, and any bank charges, card processing fees, or currency conversion costs imposed by third-party providers remain the customer’s responsibility where permitted by law.
If a deposit is required, it will be stated clearly before the booking is confirmed. Deposits may be non-refundable, subject to applicable consumer law and the cancellation rules set out below. If payment is not made on time, we may suspend future services, charge reasonable late payment interest where allowed, and recover reasonable costs incurred in pursuing unpaid amounts. The customer is responsible for ensuring that all payments are made in full and that any disputed invoice items are raised promptly. If an invoice is not challenged within a reasonable period, it may be treated as accepted.
Cancellations, Rescheduling, and Access
We understand that plans can change, and we will usually allow cancellations or rescheduling provided sufficient notice is given. The exact notice period may be stated in the quotation or booking confirmation; if not, a minimum of 24 hours’ notice is normally expected for standard services. If you cancel with less notice, or if our cleaner is unable to gain access to the property, we may charge a cancellation fee or the full booking amount, depending on the circumstances and any costs already incurred. Where a deposit has been taken, it may be retained in whole or part to reflect lost time and administrative costs.
If we need to reschedule due to staff illness, operational difficulties, adverse weather, or other reasonable causes, we will use reasonable efforts to provide alternative times. We are not liable for inconvenience caused by changes outside our control, but we will act fairly and communicate any changes as soon as practicable. The customer must ensure that the property is accessible at the agreed time. This includes providing keys, codes, parking instructions, alarm information, or other access arrangements. If access is not available, we may need to leave the premises and charge for the missed appointment.
Where the customer is absent during the appointment, the customer remains responsible for granting safe access and ensuring that pets, children, valuables, and fragile items are appropriately secured. We will not be responsible for delays caused by missing access arrangements or by refusal of entry where the cleaner has been given incorrect instructions. If the customer asks us to collect keys or manage secure access arrangements, this may be accepted at our discretion and may be subject to additional terms.
Scope of Service and Customer Responsibilities
Our cleaning services are intended to deliver a reasonable professional standard, taking into account the agreed service type, the condition of the property, available time, and the materials and equipment used. Unless expressly included in the booking, we do not provide specialist restoration, structural repairs, pest control, or work that requires trade qualifications. We do not guarantee the removal of all stains, limescale, mould, paint marks, permanent odours, or damage that has already become embedded in surfaces. The final result will depend on the materials present and the condition of the area before cleaning begins.
The customer must remove or secure items of high value, cash, jewellery, important documents, and any personal belongings that should not be moved. Although our staff will use reasonable care, we are not responsible for loss arising from the customer’s failure to secure such items. The customer should also notify us of any existing damage, fragile fittings, delicate surfaces, or equipment that may require special handling. If we consider that cleaning a particular item or area may cause damage, we may refuse to clean it or may clean it only with the customer’s express agreement and at the customer’s risk.
Liability and Limitations
We will use reasonable skill and care in providing our services. However, our liability is limited to direct loss or damage caused by our negligence or by a breach of these terms, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded. Subject to that, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any loss arising from delays beyond our reasonable control.
If damage is caused by our cleaner, the customer must notify us as soon as reasonably practicable and in any event within a reasonable time after discovering the issue. We may request photographs, access to inspect the damage, or evidence of the item’s age and condition. Where liability is established, we may choose to repair, replace, or provide a refund up to the value of the affected service or the reasonable cost of remedying the damage, whichever is lower, subject to applicable law and any insurance arrangements we may hold.
We are not responsible for damage caused by pre-existing wear and tear, hidden defects, unstable fixtures, unsuitable materials, incorrect installation, or items not designed to withstand standard cleaning methods. Similarly, we will not be liable where the customer has instructed us to proceed against our recommendation, or where damage results from inaccurate information supplied by the customer. Any claim must be supported by reasonable evidence and must be made before the affected items are repaired, discarded, or altered, unless urgent action is necessary to prevent further damage.
Waste Regulations and Disposal
All waste handling connected with our cleaning services must comply with applicable UK waste and environmental regulations. Unless specifically agreed otherwise, our standard services include the collection of normal cleaning waste such as packaging, vacuum contents, and non-hazardous residues generated during the work, provided these are placed in appropriate bins or disposal points at the property. We do not remove large items, bulky waste, electronic waste, clinical waste, asbestos, chemicals, or any regulated material unless a separate written arrangement has been made and the law permits such removal.
The customer is responsible for informing us in advance if the premises contain any hazardous substances or waste streams requiring specialist handling. This includes, without limitation, bodily fluids, needles, sharps, solvents, strong cleaning chemicals, paint, fuel, or contaminated materials. If we identify waste that appears unsafe or non-compliant, we may refuse to handle it, isolate the area, or discontinue the service until the issue is resolved. Any additional time, protective equipment, or disposal costs arising from unusual waste conditions may be charged to the customer where lawful and reasonable.
We expect customers to maintain lawful waste separation and disposal arrangements at their premises. Our staff will not knowingly dispose of waste in a manner that breaches environmental rules, local authority requirements, or duty-of-care obligations. If waste must be removed from site as part of an agreed service, it will be handled only in accordance with applicable legislation and may require further terms, evidence of classification, or separate invoicing. The customer remains responsible for ensuring that the premises are compliant with relevant waste management obligations unless we have expressly agreed to take over that responsibility.
Complaints, Termination, and Changes
If the customer is dissatisfied with any aspect of the service, they should notify us as soon as reasonably possible so that we can review the matter and, where appropriate, provide a remedy. We may ask for photographs, a description of the concern, and an opportunity to revisit the property if a revisit is suitable. Complaints raised long after the service date may be harder to assess fairly, so early communication is encouraged. Any decision to offer a redo, partial refund, or other remedy will be made reasonably and without admission of liability beyond what the law requires.
We may terminate or suspend services immediately if the customer breaches these terms, fails to pay amounts due, provides unsafe working conditions, or behaves in a threatening, abusive, or discriminatory manner toward our staff. We may also end the agreement if the premises become unsafe, if required information has been withheld, or if continued performance would place our staff, property, or equipment at risk. In such cases, any unpaid fees for work already carried out will remain due, and we may recover reasonable costs arising from the termination where permitted.
We reserve the right to amend these terms, service descriptions, or pricing structures at any time. Any change will not affect a booking already confirmed unless the change is required by law or is expressly agreed by both parties. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right shall operate as a waiver of that right.
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 laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. Nothing in these terms affects your statutory rights as a consumer under applicable UK legislation.
By booking a service with Cleaner Kingstonuponthames, you confirm that you have read, understood, and agreed to these terms. We recommend that you keep a copy for your records. These terms are intended to provide a balanced framework for a professional cleaner Kingston upon Thames service, while allowing the business to operate efficiently, safely, and in compliance with the law. If any ambiguity arises, the interpretation that is most consistent with applicable law and fair commercial practice will prevail.
Our aim is to provide a dependable Cleaner Kingstonuponthames service with clear expectations for both sides. By keeping the booking process straightforward, setting out payment rules in advance, and addressing cancellations, liability, and waste responsibilities transparently, these Terms and Conditions help ensure that each appointment is managed professionally. The customer’s cooperation, accurate information, and timely communication are essential to achieving a smooth and effective service.
