Terms and Conditions for Cleaners Kingston upon Thames

These Terms and Conditions govern the provision of cleaning services by Cleaners Kingston upon Thames to residential and commercial customers within Kingston upon Thames and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Client means the individual, business, company or organisation booking or receiving the cleaning services.

Company means Cleaners Kingston upon Thames, the provider of the cleaning services.

Services means any cleaning service provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, one-off deep cleaning, carpet and upholstery cleaning, and commercial cleaning, as agreed with the Client.

Cleaner means a member of staff, subcontractor or representative engaged by the Company to carry out the Services.

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

Agreement means the contract between the Company and the Client, which is formed when a booking is accepted by the Company, subject to these Terms and Conditions.

2. Scope of Services

The Company will provide the Services as agreed with the Client at the time of booking or as subsequently confirmed in writing. The scope of work may include regular cleaning, deep cleaning, move-in or move-out cleaning, post-renovation cleaning, and related services suitable for homes and businesses in the Kingston upon Thames area.

The Company reserves the right to refuse or discontinue any service if the Premises or conditions are deemed unsafe, unsanitary beyond normal expectations, or if there is a risk to the health and safety of the Cleaner.

3. Booking Process

3.1 The Client may request a booking by contacting the Company and providing accurate details regarding the Premises, type of Service required, size of the property, preferred dates and times, and any other relevant information.

3.2 Bookings are subject to availability. The Company will confirm acceptance of a booking and the Service date and time. No Agreement shall be formed until the Company has confirmed the booking.

3.3 The Company may carry out an estimate or request additional information before confirming a booking. Any quoted duration is an estimate and may vary depending on the condition of the Premises.

3.4 The Client is responsible for ensuring that the details provided at the time of booking are correct. Any changes must be communicated to the Company as soon as reasonably possible and may affect pricing and availability.

3.5 For certain Services, the Company may require a minimum booking duration. The Client will be informed of any such minimum duration at the time of booking.

4. Access to the Premises

4.1 The Client must provide the Cleaner with safe and reasonable access to the Premises at the agreed date and time. This includes access to electricity, hot water and any facilities reasonably required to perform the Services.

4.2 If the Client is not present, arrangements must be made in advance for keys or access codes. The Client is responsible for ensuring that keys or access codes function correctly.

4.3 If the Cleaner is unable to gain access to the Premises at the agreed time, the visit may be treated as a late cancellation, and the Company reserves the right to charge a cancellation fee in accordance with these Terms and Conditions.

5. Client Obligations

5.1 The Client must ensure that the Premises are reasonably prepared for cleaning, with personal items, valuables and delicate objects safely stored.

5.2 The Client must inform the Company of any hazards, risks, special requirements, or fragile surfaces at the Premises before the start of the Services.

5.3 The Client must not directly employ or engage any Cleaner introduced by the Company for separate work without the prior written consent of the Company.

5.4 Children and pets should be supervised or kept away from the areas being cleaned to ensure the safety of all parties.

6. Equipment and Cleaning Products

6.1 Unless otherwise agreed, the Company will provide standard cleaning materials and equipment required to carry out the Services.

6.2 If the Client requests or insists on the use of their own products or equipment, the Company will not be liable for any damage or unsatisfactory results caused by such products or equipment.

6.3 The Company will use products that are suitable for general cleaning and aim to select solutions that are appropriate for the surfaces involved. The Client must notify the Company of any surfaces that require special care or non-standard products.

7. Pricing and Payments

7.1 Prices for the Services are provided to the Client prior to confirmation of the booking. Rates may be hourly, fixed-fee, or based on the size and condition of the Premises.

7.2 All prices are quoted in pounds sterling. Any applicable taxes will be included in the quoted rate unless otherwise stated.

7.3 The Company reserves the right to adjust prices from time to time. Any change in pricing will not affect confirmed bookings unless the scope of work is altered by the Client.

7.4 Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of booking, or on the day of Service. For ongoing or commercial contracts, alternative payment terms may be agreed.

7.5 Payment must be made using the methods accepted by the Company. The Client is responsible for ensuring that payment is made on time and in full.

7.6 If payment is not received by the due date, the Company reserves the right to suspend or cancel future Services and to charge interest on overdue amounts, as permitted by law.

8. Cancellations and Rescheduling

8.1 The Client may cancel or reschedule a booking by giving the Company reasonable notice. The minimum notice period for cancellations or rescheduling, and any applicable fees, will be specified by the Company at the time of booking.

8.2 If the Client cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee up to the full price of the booked Service.

8.3 If the Cleaner is unable to attend due to illness, transport disruption, or other unforeseen circumstances, the Company will make reasonable efforts to arrange an alternative appointment as soon as practicable. The Company will not be liable for any loss arising from such a rescheduling, but any fees for missed Services will be adjusted accordingly.

8.4 The Company reserves the right to cancel or refuse any booking if the Client is in breach of these Terms and Conditions, if the Premises are unsafe, or if providing the Services would pose a risk to the Cleaner.

9. Quality of Service and Complaints

9.1 The Company aims to provide high-quality cleaning services suitable for households and businesses in Kingston upon Thames and nearby locations. If the Client is not fully satisfied with the Service, the Client must notify the Company as soon as possible, and in any event within 24 hours of completion of the Service.

9.2 Upon receiving a timely complaint, the Company may offer to re-clean the affected areas or provide an appropriate adjustment, at its discretion. The Client must allow the Company reasonable opportunity to inspect and remedy any alleged issues.

9.3 Complaints made outside the specified timeframe may not be eligible for remedial action.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in performing the Services and will take appropriate steps to protect the Client's property.

10.2 The Company holds appropriate public liability insurance, subject to the terms and conditions and limitations of the relevant policy.

10.3 The Client must remove or secure valuables and fragile items prior to the Service. The Company will not be liable for normal wear and tear, pre-existing damage, or damage caused by defective materials, improper installation, or the condition of the Premises.

10.4 The Company's liability for any loss or damage arising from or in connection with the Services shall be limited to the value of the specific Service in question, except where such limitation is not permitted by law.

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

10.6 Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

11. Damage and Breakages

11.1 If any damage or breakage occurs during the Service, the Cleaner will report it to the Company, and the Client should also notify the Company as soon as reasonably possible.

11.2 Where damage is directly caused by the negligence of the Cleaner, the Company will, at its option, repair the damage, replace the item, or make an appropriate payment, subject to reasonable wear and tear and the age and condition of the item.

11.3 The Company will not be liable for damage to items that are inherently fragile, unstable, worn, or not suitable for cleaning with standard methods.

12. Waste Handling and Local Regulations

12.1 The Company will comply with relevant waste and environmental regulations applicable to the disposal of waste generated in the course of providing the Services.

12.2 The Client is responsible for the appropriate segregation of household or commercial waste and for providing suitable bins or containers where necessary.

12.3 The Company will not remove large volumes of waste, construction debris, hazardous substances, chemicals, paint, oils, or any items classified as controlled or hazardous waste. Specialist removal services must be arranged separately by the Client.

12.4 The Client must inform the Company of any known hazards at the Premises, including asbestos, contaminated areas, or materials requiring special handling. The Company reserves the right to refuse work in areas that pose a risk under local health, safety, or waste regulations.

13. Health and Safety

13.1 The Company adheres to health and safety standards relevant to cleaning activities in domestic and commercial properties.

13.2 The Client must ensure that the Premises are safe for work, including the proper functioning of lighting, steps, staircases, and any relevant fixtures.

13.3 Cleaners are instructed not to undertake tasks that, in their judgment, pose a risk to their health or safety, such as working at unsafe heights, lifting excessively heavy items, or handling hazardous substances.

14. Keys and Security

14.1 If the Client provides keys or access codes, the Company will take reasonable measures to keep them secure and confidential.

14.2 The Company accepts no liability for any loss or damage arising from the loss or misuse of keys or access codes not under the control of the Company.

14.3 The Client should not ask the Cleaner to handle large sums of money, personal financial documents, or other high-value assets. The Company will not be responsible for any loss relating to such items.

15. Data Protection and Privacy

15.1 The Company may collect and process personal data of the Client for the purposes of managing bookings, delivering Services, and handling payments and communications.

15.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable steps to protect such data from unauthorised access or disclosure.

15.3 The Client's information will not be sold to third parties. It may be shared with Cleaners and third-party service providers only to the extent necessary to perform the Services or to comply with legal obligations.

16. Force Majeure

16.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure arises from events beyond its reasonable control, including but not limited to extreme weather, acts of nature, strikes, transport disruptions, power failures, public health emergencies, or local authority restrictions.

16.2 In such circumstances, the Company may suspend or reschedule the Services without liability to the Client.

17. Termination

17.1 Either party may terminate an ongoing Service arrangement by giving the notice period agreed at the outset of the contract or, if no period is specified, by providing reasonable notice.

17.2 The Company may terminate the Agreement immediately if the Client fails to pay any amount due, behaves in an abusive or threatening manner towards any Cleaner or representative, or otherwise materially breaches these Terms and Conditions.

18. Amendments to Terms

18.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or when notified to the Client, and will apply to bookings made after that date.

18.2 The version of the Terms and Conditions in force at the time of booking will apply to that specific booking.

19. Governing Law and Jurisdiction

19.1 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.

19.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute or claim arising out of or in connection with these Terms and Conditions or the Services.

20. Severability

20.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

21. Entire Agreement

21.1 These Terms and Conditions, together with any written confirmation or agreed specification, constitute the entire agreement between the Company and the Client with respect to the Services and supersede all prior discussions, correspondence, or understandings between the parties.

21.2 No variation of this Agreement shall be effective unless it is expressly agreed by the Company and confirmed in writing.