Cleaners Richmond upon Thames Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Richmond upon Thames provides cleaning services to residential and commercial clients. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Cleaners Richmond upon Thames for the provision of cleaning services within the United Kingdom.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the individual, company or organisation requesting and paying for cleaning services.
Company means Cleaners Richmond upon Thames, the cleaning service provider.
Cleaner means any individual engaged by the Company to perform cleaning services.
Services means the cleaning services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, one-off deep cleaning, office cleaning and related tasks.
Service Area means the locations in which the Company agrees to provide Services, including but not limited to the Richmond upon Thames area and surrounding localities.
2. Scope of Services
The Company will provide cleaning Services as agreed at the time of booking. The specific tasks, duration and frequency will be confirmed in the booking confirmation. The Company reserves the right to adapt the scope of Services where reasonably necessary in order to maintain safety standards or comply with applicable laws and regulations.
The Client is responsible for providing accurate information about the property, including size, condition, access, parking arrangements and any special requirements, to ensure that the booked Service is appropriate and can be completed within the agreed time.
3. Booking Process
Bookings may be requested through the Company’s accepted communication channels as specified on its official materials. A booking is only deemed confirmed when the Company has formally accepted the request and has issued a booking confirmation.
The Client must provide the following information when placing a booking:
Full name or company name.
Service address within the Service Area.
Requested date, time and type of Service.
Any access details, parking information and particular cleaning priorities.
The Company reserves the right to refuse any booking request at its discretion, including where the property is outside the Service Area or where the request is not compatible with the available resources, health and safety standards or legal requirements.
For regular cleaning arrangements, the Company may agree recurring appointments. Such arrangements remain subject to these Terms and Conditions and may be varied by mutual agreement.
4. Access to the Property
The Client is responsible for ensuring that the Cleaner has safe and timely access to the property at the agreed time. This may be by the Client being present, by leaving keys with a nominated person or by providing secure access codes as agreed in advance.
If the Cleaner is unable to gain access due to the Client’s fault, the Company may treat this as a late cancellation and charge a fee as detailed in the cancellation section below.
The Client must ensure that the property is reasonably clear of obstacles so that the Cleaner can carry out the Services safely and effectively.
5. Health and Safety
The Company places high importance on the health and safety of its Cleaners and Clients. Cleaners are instructed not to undertake tasks that may put them at risk, such as lifting excessively heavy items, working at unsafe heights, or handling hazardous substances not supplied or approved by the Company.
The Client must inform the Company of any hazards at the property, such as fragile fixtures, unsafe flooring, or the presence of animals that may be aggressive or unrestrained. The Company may refuse or halt Services if it considers that conditions are unsafe.
6. Cleaning Products and Equipment
Unless otherwise agreed, the Company will provide standard cleaning products and equipment necessary to perform the Services. The Company uses products that are suitable for general cleaning tasks. If the Client wishes the Cleaner to use the Client’s own products or equipment, this must be agreed in advance. The Company does not accept liability for any damage arising from the use of cleaning products or equipment supplied by the Client.
The Client should notify the Company in advance of any surfaces or materials that require special cleaning methods. The Company is not liable for damage caused where the Client has failed to inform the Company about special requirements or has requested unsuitable cleaning methods or products.
7. Pricing and Payments
Prices for Services are stated by the Company at the time of booking and may be based on an hourly rate, a flat fee or a quotation depending on the type of Service. All prices are quoted in pounds sterling and are inclusive of any applicable taxes unless otherwise specified.
Payment terms will be confirmed in the booking confirmation. The Company may require advance payment or a deposit for certain Services, particularly for one-off or end of tenancy cleans. Regular Services may be billed in arrears or by recurring payment, subject to the agreed arrangement.
Payment must be made using the payment methods accepted by the Company. The Client is responsible for ensuring that payments are made on time and in full. If a payment is late or declined, the Company may suspend or cancel future Services until the outstanding balance is settled.
The Company reserves the right to adjust its prices from time to time. For regular Clients, any price changes will be communicated in advance, and continued use of the Services following notice of a price change will constitute acceptance of the new prices.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the required period of notice as specified by the Company at the time of booking. If adequate notice is provided, no cancellation fee will usually be charged.
If the Client cancels or reschedules with insufficient notice, the Company may charge a cancellation fee up to the full value of the booked Service. Insufficient notice includes situations where the Cleaner is unable to access the property at the agreed time due to the Client’s fault.
The Company may cancel or reschedule a booking if it is unable to provide the Services due to circumstances beyond its reasonable control, including but not limited to staff illness, severe weather, transport disruption or other operational issues. In such cases, the Company will offer an alternative appointment where possible. If an alternative cannot be agreed, any pre-paid amounts for the affected booking will be refunded.
9. Client Obligations
The Client agrees to:
Provide accurate information about the property and Service requirements.
Ensure safe and reasonable access to the property at the agreed time.
Keep valuables and fragile items in a safe place and inform the Company of any particularly delicate areas or items.
Comply with all applicable laws and regulations in relation to the property and the Services.
Refrain from instructing Cleaners to undertake tasks that fall outside the agreed scope, that are unsafe, or that would breach these Terms and Conditions.
10. Waste and Environmental Regulations
The Company provides cleaning Services and does not operate as a licensed waste carrier. The removal and off-site disposal of large quantities of waste, construction debris, hazardous materials or items requiring special treatment are not included in standard Services.
The Client is responsible for complying with all relevant waste and environmental regulations relating to the property. This includes ensuring that domestic and commercial waste is segregated and disposed of correctly through the appropriate local authority or authorised waste contractors.
The Cleaner may collect and place household waste in appropriate on-site bins and receptacles as part of the normal cleaning process. However, the Company will not remove waste from the property for external disposal unless this has been expressly agreed in writing and is compliant with applicable regulations.
Hazardous or regulated waste, including but not limited to chemical products, clinical or biological waste, sharps, asbestos or electrical items, will not be handled or removed by the Cleaner. If such items are discovered, the Cleaner may refuse to continue the Service until they have been safely removed or isolated by the Client using an authorised contractor.
11. Liability and Insurance
The Company will take reasonable care in the performance of the Services and will use reasonable skill and diligence. The Company maintains appropriate insurance cover in respect of its business activities, as required by applicable law.
To the fullest extent permitted by law, the Company’s liability to the Client for any loss or damage arising out of or in connection with the Services shall be limited to the value of the specific booking during which the incident occurred, or to any amount actually recoverable under the Company’s insurance policy in respect of that incident, whichever is higher.
The Company is not liable for:
Any pre-existing damage, wear or defects in the property or its contents.
Loss or damage arising from faulty or unsecured fixtures, fittings, or equipment at the property.
Loss or damage where the Client has failed to provide accurate information or has requested the use of unsuitable products or methods.
Indirect, consequential or purely economic loss, such as loss of profit, loss of business or loss of opportunity.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited under English law.
12. Complaints and Service Quality
The Company aims to provide a reliable and professional Service. If the Client is dissatisfied with any aspect of the Service, the Client should notify the Company as soon as reasonably possible, ideally within 24 hours of the Service being provided, so that the issue can be investigated.
Where a complaint is justified, the Company may, at its discretion, arrange for a re-clean of the affected areas, offer a partial refund, or propose another suitable resolution. The Client’s cooperation in providing details and evidence, such as photographs or clear descriptions, will help the Company to handle the complaint fairly.
13. Confidentiality and Data Protection
The Company will take reasonable steps to protect the confidentiality of personal data and other information provided by the Client. Any personal data collected in the course of providing Services will be processed in accordance with applicable data protection laws in the United Kingdom.
The Company will only use the Client’s personal information for purposes directly related to the provision of Services, administration, billing and communication, unless otherwise required or permitted by law.
14. Changes to These Terms
The Company may amend these Terms and Conditions from time to time to reflect changes in the law, industry practice or the Company’s operations. Updated terms will be made available through the Company’s usual communication channels and will apply to new bookings from the date of publication.
For ongoing regular Services, the Company will notify Clients of material changes. Continued use of the Services after notification will constitute acceptance of the updated Terms and Conditions.
15. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, strikes, transport disruptions, accidents, public health emergencies or other unforeseen events.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, or with the provision of 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 the Services provided by the Company.
17. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall, to the extent required, be deemed to be deleted, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the provision of the Services and supersede any prior understandings, arrangements or agreements, whether written or oral.
By placing a booking for Services with Cleaners Richmond upon Thames, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
