Cleaner Kingston upon Thames Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Kingston upon Thames provides cleaning services to customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual, business, landlord, tenant, managing agent or other party who requests or uses our cleaning services.

Company, we, us or our means Cleaner Kingston upon Thames, the provider of the cleaning services.

Services means any domestic, commercial, end of tenancy, deep cleaning, or related services supplied by the Company to the Customer.

Premises means the property, area or location where the Services are to be carried out.

Booking means a confirmed request by the Customer for the Company to provide Services at an agreed time, date and location.

Agreement means the contract between the Customer and the Company, comprising these Terms and Conditions and any written or verbal confirmation of a Booking.

2. Scope of Services

The Company provides cleaning services within Kingston upon Thames and selected surrounding areas. The specific scope of work for each Booking will be confirmed with the Customer in advance, based on the type of service requested and the information provided by the Customer.

The Services may include regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, moving in or moving out cleaning, office or commercial cleaning, and other related cleaning services as agreed between the parties.

Any tasks not expressly agreed at the time of Booking are outside the scope of the Services. Additional tasks may be arranged subject to availability and may incur additional charges.

3. Booking Process

3.1 Bookings may be made by the Customer through our website form or other booking channels made available by the Company from time to time.

3.2 By placing a Booking request, the Customer confirms that all information provided, including contact details, property access information, parking arrangements and service requirements, is accurate and complete.

3.3 A Booking is only confirmed when the Company issues a confirmation, which may be provided verbally, in writing or electronically. Provisional or tentative requests do not constitute a confirmed Booking.

3.4 The Company reserves the right to refuse any Booking at its discretion, including if the Premises are outside our standard service area, if we reasonably believe the conditions are unsafe, or if the requested Services fall outside our usual scope of work.

3.5 The Customer is responsible for ensuring access to the Premises at the agreed time. Any delay or inability to gain access may result in additional charges or reduced service time.

4. Customer Obligations

4.1 The Customer must provide safe and reasonable access to the Premises, including any necessary keys, codes or access instructions.

4.2 The Customer must ensure that the Premises are in a safe and suitable condition for the performance of the Services, including safe electrical supply, adequate lighting and clear access to the areas to be cleaned.

4.3 The Customer agrees to inform the Company in advance of any hazards, delicate items, valuable possessions, or areas that require special care or are restricted.

4.4 The Customer is responsible for ensuring that any pets are secured and do not interfere with the provision of the Services.

4.5 The Customer must not request the cleaning operatives to undertake any task that is unsafe, illegal or outside the scope of normal cleaning activities.

5. Pricing and Payments

5.1 Prices for Services are based on the information provided by the Customer, including property size, condition, type of service and any special requirements. The Company reserves the right to adjust prices if the information provided by the Customer is inaccurate or incomplete.

5.2 The Company may offer Services on a fixed-price basis or on an hourly rate, as confirmed at the time of Booking.

5.3 Unless otherwise agreed, payment is due on or before the day the Services are provided. The Company may require full or partial payment in advance to secure a Booking.

5.4 Payment methods accepted by the Company will be communicated to the Customer during the booking process. The Customer agrees to provide valid payment details and authorises the Company to charge the agreed amounts for the Services.

5.5 Where Services are provided on a recurring basis, the Customer agrees to regular payments in accordance with the agreed schedule. Failure to make timely payment may result in suspension or cancellation of Services.

5.6 All prices quoted are inclusive or exclusive of applicable taxes, as specified at the time of Booking and in line with applicable legislation.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by giving the Company reasonable notice. Unless otherwise agreed, a minimum of 24 hours notice prior to the scheduled start time is required to avoid cancellation charges.

6.2 If the Customer cancels or significantly amends a Booking with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the scheduled Services.

6.3 If the Customer fails to provide access to the Premises at the agreed time, or if the Services cannot be performed due to circumstances within the Customer's control, the Company may treat this as a late cancellation and apply the relevant fee.

6.4 The Company will use reasonable endeavours to accommodate any requests to change the date, time or scope of a Booking, but cannot guarantee availability.

6.5 The Company reserves the right to cancel or reschedule a Booking in exceptional circumstances, including staff illness, severe weather, safety concerns or operational issues. In such instances, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment or a refund of any pre-paid amounts for the affected Booking.

7. Performance of Services

7.1 The Company will provide the Services with reasonable care and skill and in accordance with industry standards for cleaning services.

7.2 The duration of each Booking is approximate and may vary depending on the actual condition of the Premises. If additional time is required to complete the agreed scope of work, the Company will, where possible, seek the Customer's approval for extra time and any additional charges.

7.3 The Customer acknowledges that results may vary depending on the age and condition of surfaces, fixtures and fittings, and that some stains, marks or wear may be permanent and not fully removable by cleaning.

7.4 The Company is not responsible for existing damage, deterioration or defects in the Premises or its contents that may be revealed during cleaning.

8. Cleaning Materials and Equipment

8.1 Unless otherwise agreed, the Company will supply its own cleaning materials and equipment necessary to perform the Services.

8.2 If the Customer requests the use of their own products or equipment, the Company does not accept responsibility for any damage or reduced cleaning results arising from such products or equipment.

8.3 The Customer must inform the Company of any surface or material that requires specific cleaning products or methods. The Company is not liable for any damage resulting from failure by the Customer to provide such information.

9. Waste Handling and Regulations

9.1 The Company will handle ordinary household and office waste generated during the course of cleaning, such as dust, general rubbish and packaging, in a responsible manner.

9.2 The Company is not a licensed waste carrier for the removal of large quantities of waste, construction debris, hazardous substances, clinical waste, chemicals, paint, solvents, or electrical items. Such materials remain the responsibility of the Customer and must be disposed of in accordance with applicable waste regulations and local requirements.

9.3 The Customer must inform the Company in advance if there are any unusual types or volumes of waste present at the Premises. The Company reserves the right to refuse to handle or remove any waste it reasonably considers unsafe, inappropriate, or outside the scope of normal cleaning activities.

9.4 The Customer is responsible for ensuring compliance with all relevant waste disposal regulations in relation to the Premises. The Company will not be liable for any fines, penalties or legal consequences arising from the Customer's failure to comply with such regulations.

10. Damage, Breakages and Liability

10.1 The Company will take reasonable care when providing the Services. In the unlikely event of accidental damage or breakage caused by the Company, the Customer must notify the Company in writing as soon as possible and in any case within 48 hours of the incident or of becoming aware of it.

10.2 The Company reserves the right to inspect any alleged damage and to arrange for repairs or replacement at its discretion. The Customer must not arrange for third-party repairs or replacement without the Company's prior written consent.

10.3 The Company's liability for any loss or damage arising from the Services is limited to the lesser of the cost of repair or replacement of the affected item and the total fees paid by the Customer for the particular Booking giving rise to the claim.

10.4 The Company is not liable for normal wear and tear, pre-existing damage, deterioration due to age or condition, or any damage caused by defects in the Premises or their contents.

10.5 The Company will not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of enjoyment arising out of or in connection with the Services.

10.6 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded by law.

11. Complaints and Service Issues

11.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible and no later than 48 hours after completion of the relevant Booking.

11.2 Where a complaint is justified and directly related to the quality of the Services, the Company may, at its discretion, offer a re-clean of the affected areas or another appropriate remedy. This will be the Customer's sole and exclusive remedy in relation to such complaints.

11.3 The Customer must provide reasonable access and cooperation to allow the Company to investigate and, where applicable, remedy any issues raised.

12. Insurance

12.1 The Company maintains insurance cover appropriate for its operations, subject to the specific terms, conditions and exclusions of the relevant policy or policies.

12.2 The Customer acknowledges that any claim for loss or damage may be subject to the terms and conditions of the Company's insurance and applicable legal limits.

13. Access, Keys and Security

13.1 Where the Customer provides the Company with keys, fobs or access codes, it is the Customer's responsibility to ensure that such access arrangements are lawful and authorised.

13.2 The Company will take reasonable measures to keep keys, fobs or codes secure and to return them on request at the end of the service relationship.

13.3 The Company is not responsible for any loss or damage resulting from faulty locks, alarm systems or security devices, or from the Customer's failure to provide accurate access instructions.

14. Personal Data and Privacy

14.1 The Company collects and uses personal data from Customers for the purposes of managing Bookings, providing Services, processing payments and handling enquiries or complaints.

14.2 The Company will handle personal data in accordance with applicable data protection legislation and will take reasonable steps to protect personal data against unauthorised access, loss or misuse.

15. Force Majeure

15.1 The Company will not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, power or transport disruption, accidents, illness, public health measures, or other unforeseen circumstances.

15.2 If a force majeure event prevents the Company from performing the Services on the scheduled date, the Company will endeavour to arrange an alternative appointment with the Customer.

16. Variation of Terms

16.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to the Customer.

16.2 The Terms and Conditions in force at the time of the Customer's most recent Booking will apply to that Booking, unless agreed otherwise in writing.

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 from or related to 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 to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid 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 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 subcontract its rights and obligations, in whole or in part, provided that this does not materially reduce the level of service provided to the Customer.

18.4 These Terms and Conditions, together with any Booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede all previous discussions, correspondence or understandings.