Terms and Conditions for Cleaning Services

These Terms and Conditions govern the provision of cleaning services by Cleaners West Kensington to customers within its service areas. By making a booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means any individual, business, or organisation that requests or receives services from Cleaners West Kensington.

Company means Cleaners West Kensington, providing cleaning and related services.

Services means domestic, commercial, or specialist cleaning services and any related work agreed between the Customer and the Company.

Booking means a confirmed appointment for Services made by the Customer and accepted by the Company.

Cleaner means any person assigned by the Company to carry out the Services.

2. Scope of Services

The Company provides a range of cleaning services, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office and commercial cleaning, and other agreed cleaning tasks.

The exact scope of the Services for each Booking will be agreed between the Customer and the Company at the time of booking. It is the Customer's responsibility to ensure that all requested tasks are clearly described and understood.

The Company reserves the right to decline any job that it reasonably considers unsafe, unsuitable, or beyond the agreed scope of work.

3. Booking Process

Bookings may be made through the Company's accepted booking channels, including online forms or other methods made available from time to time. The Company does not accept bookings via channels that have not been formally announced or are not currently active.

To place a Booking, the Customer must provide accurate information, including service address, type of property, requested services, access instructions, and any other relevant details. The Customer is responsible for ensuring that all information provided is complete and up to date.

A Booking is considered accepted only when it has been confirmed by the Company. Confirmation may be given verbally or in writing, depending on the booking method used. The Company may refuse a Booking at its discretion.

The Customer must inform the Company of any special requirements at the time of booking, including any allergies, sensitivities, or restrictions on the use of particular cleaning products or equipment.

For certain services such as end of tenancy or deep cleaning, the Company may request additional information, photographs, or a pre-service assessment to determine the scope of work and provide an accurate quote.

4. Access to the Property

The Customer must ensure that the Company and its Cleaners have safe and reasonable access to the property at the agreed date and time. This includes providing access codes, keys, parking arrangements, and any necessary permissions for entry.

If entry to the property is not possible or is unreasonably delayed due to the Customer's actions or omissions, the Company may charge a call-out fee or treat the appointment as a late cancellation in accordance with these Terms and Conditions.

The Customer is responsible for ensuring that the property is secure and that any alarms are appropriately managed. If the Customer requires the Cleaner to handle keys or alarm systems, this must be agreed in advance.

5. Customer Obligations

The Customer agrees to provide a safe working environment for the Cleaners, including adequate lighting, running water, electricity, and, where relevant, access to toilets and waste disposal facilities.

The Customer must inform the Company of any hazards at the property, including but not limited to broken fixtures, loose wiring, fragile items, or any other condition that could represent a risk to health and safety.

The Customer must ensure that valuables, cash, jewellery, and other precious items are safely stored away. The Company will not be responsible for loss or damage to items left unsecured or in inappropriate locations.

The Customer should remove or secure pets if they may obstruct the Cleaner, pose a safety risk, or be distressed by the presence of the Cleaner.

6. Payments and Charges

The Customer agrees to pay the Company's fees for the Services in accordance with the price quoted at the time of booking or as subsequently agreed in writing. Prices may be based on hourly rates, fixed fees, or per-job estimates.

Unless otherwise agreed, payment is due on the day of service or in advance. The Company may require a deposit for certain types of services, including but not limited to end of tenancy or large one-off cleaning projects.

The Company reserves the right to vary its prices from time to time. Any change in pricing will not affect confirmed Bookings made prior to the date on which the new prices come into effect, unless the scope of work is changed at the Customer's request.

The Customer must ensure that any payment method used is valid and that sufficient funds are available. If a payment is not received when due, the Company may suspend or cancel further services until the outstanding balance is settled.

The Company may charge interest on overdue amounts at the maximum rate permitted by law and may recover any reasonable costs incurred in recovering overdue payments, including collection agency fees and legal costs.

7. Cancellations and Amendments

The Customer may cancel or amend a Booking by providing a reasonable period of notice before the scheduled service time. The required notice period will be confirmed at the time of booking and may vary depending on the type of service.

If the Customer cancels or significantly amends a Booking without providing the required notice, the Company may charge a cancellation fee, which may be a percentage of the service price or a fixed call-out fee, as applicable.

If a Cleaner is unable to attend due to unforeseen circumstances, the Company will make reasonable efforts to offer an alternative appointment or a replacement Cleaner. The Company shall not be liable for any loss or inconvenience suffered due to such rescheduling where it has taken reasonable steps to inform the Customer.

The Company may cancel or amend a Booking by giving reasonable notice to the Customer, for example where health and safety concerns arise, extreme weather conditions prevent safe travel, or the property is not suitable for the provision of the Services.

8. Service Quality and Complaints

The Company aims to provide services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably practicable, preferably within 24 hours of completion of the service.

Upon receiving a complaint, the Company will investigate the matter and, where appropriate, may arrange a re-clean of specific areas or offer a proportionate adjustment. Any such remedy will be at the Company's discretion and subject to the circumstances of the case.

The Customer must give the Company reasonable access to the property to inspect any alleged issues and, where appropriate, to rectify them. Failure to allow such access may limit or remove the Customer's entitlement to any remedy.

9. Customer's Property and Fragile Items

The Customer must inform the Company of any items that are particularly fragile, delicate, or of high value and that may be at risk during the provision of the Services. This includes, without limitation, antiques, artwork, crystal, and sensitive equipment.

The Company will exercise reasonable care when handling items at the property. However, the Company will not be liable for damage to items that are inherently unstable, improperly installed, or attached in a way that makes them vulnerable to damage, such as insecure light fittings, loose shelves, or poorly fixed mirrors.

The Customer is responsible for ensuring that all surfaces and materials to be cleaned are suitable for the cleaning methods and products requested. If the Customer requests the use of particular products, the Company shall not be liable for any damage arising from their use, provided the Cleaner has used them in a reasonable manner.

10. Liability and Limitations

The Company will use reasonable care and skill in providing the Services. To the fullest extent permitted by law, the Company's total liability to the Customer for any loss or damage arising out of or in connection with the Services shall be limited to the total amount paid by the Customer for the specific Booking giving rise to the claim.

The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the Services, whether in contract, tort, or otherwise.

Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited or excluded.

The Customer is responsible for arranging any insurance for their own property and belongings. The Company recommends that Customers consider maintaining appropriate cover for accidental damage and other risks.

11. Waste Handling and Environmental Regulations

The Company and its Cleaners will handle waste in accordance with applicable waste management and environmental regulations. General household waste and non-hazardous materials may be disposed of using the Customer's normal refuse and recycling facilities, where available and appropriate.

The Company will not remove or dispose of hazardous waste, including but not limited to asbestos, clinical waste, chemicals, paint, solvents, sharp objects not properly contained, or any substance classified as hazardous under applicable law. If such materials are present, the Customer must arrange for appropriate specialist removal.

The Customer must inform the Company if there are any specific waste segregation or recycling requirements at the property, such as separate bins or containers for particular materials. The Company will take reasonable steps to follow such arrangements where practicable.

The Company seeks to operate in an environmentally responsible manner, including the use of suitable products and methods where circumstances permit. However, the Company does not guarantee that all products used will be eco-friendly unless this has been expressly agreed in advance for a particular service.

12. Health and Safety

The Company is committed to maintaining high health and safety standards for both Customers and Cleaners. The Company reserves the right to refuse or suspend Services if it reasonably believes that providing them would pose a risk to health, safety, or wellbeing.

The Customer must not request or require the Cleaner to undertake any task that could be unsafe, illegal, or beyond their level of training and equipment. This includes working at height without appropriate tools, moving excessively heavy furniture, or using dangerous substances.

If a Cleaner encounters aggressive behaviour, harassment, or any other unacceptable conduct at the property, the Company may withdraw the Cleaner and cancel the Booking without liability. In such cases, the Customer may still be liable for fees relating to the Booking, depending on the circumstances.

13. Force Majeure

The Company shall not be in breach of these Terms and Conditions or otherwise liable for any delay in or failure to perform its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, transport disruption, strikes, public health emergencies, or acts of government.

In such circumstances, the Company will make reasonable efforts to notify the Customer and to resume Services as soon as reasonably possible. The Customer may be offered an alternative appointment or, where appropriate, a refund for any Services not provided.

14. Privacy and Data Protection

The Company will collect and process personal information about Customers only where necessary for the provision of Services, administration of Bookings, or compliance with legal obligations. This may include contact details, service address, and details of the property relevant to the Services.

The Company will take reasonable steps to safeguard personal information and will not sell or disclose such information to third parties except where necessary to provide the Services, to meet legal or regulatory requirements, or with the Customer's consent.

Customers have certain rights under data protection law, including the right to access and correct their personal information. Any requests relating to personal data should be directed to the Company using the contact methods provided on its main customer communication channels.

15. Changes to These Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, operational requirements, or services offered. The latest version will be made available through the Company's official information channels.

Any changes will not affect Bookings that have already been confirmed unless required by law or regulatory obligation, or unless the Customer and the Company agree otherwise.

16. Governing Law and Jurisdiction

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.

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 their subject matter.

17. Severability

If any provision or part-provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court or other competent authority, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence, or understandings between the parties regarding the subject matter.

No variation of these Terms and Conditions shall be effective unless it is made in writing and agreed by the Company.