Terms And Conditions

Cleaner South Kensington Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner South Kensington provides domestic and commercial cleaning services. By 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 and General Agreement

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

Client means any individual, business, or organisation that requests or uses cleaning services from Cleaner South Kensington.

Company means Cleaner South Kensington, the provider of cleaning services.

Service or Services means any cleaning and related services provided by the Company to the Client, whether on a one-off, regular, or ad hoc basis.

Cleaner means any operative, subcontractor, or representative engaged by the Company to perform the Services.

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

By placing a booking, the Client confirms that they are legally capable of entering into a binding contract and that they are at least 18 years of age. These Terms and Conditions apply to all Services supplied by the Company and supersede any other terms the Client may seek to impose.

2. Service Area and Availability

The Company provides Services primarily in South Kensington and nearby areas. Acceptance of any booking is subject to the availability of Cleaners and the practical ability of the Company to serve the Client's Premises. The Company reserves the right to decline or cancel any booking where it considers the Premises to be outside its reasonable service area or where it cannot allocate suitable staff.

The Company will use reasonable efforts to provide Services at the dates and times requested by the Client but does not guarantee availability or exact start times. Any time slots are estimates only and may vary due to traffic, previous job overruns, or other operational reasons.

3. Booking Process

The Client may request a booking by contacting the Company and providing details of the required Services, the Premises, and preferred dates and times. The Company may request further information, such as the size and condition of the Premises, access arrangements, and any special requirements.

A booking will be considered confirmed only when the Company has issued a clear confirmation, which may include the date, time window, estimated duration, and price or pricing basis. The Company may require a deposit or pre-authorisation as part of the booking process. Where a regular cleaning schedule is agreed, the agreed day and approximate start time will remain subject to availability and may occasionally be altered by the Company upon reasonable notice.

The Client is responsible for ensuring that all information provided during the booking process is accurate and complete. The Company is not liable for any delays, additional charges, or inability to perform the Services arising from incorrect or incomplete details supplied by the Client.

4. Access to the Premises

The Client must ensure that the Company and its Cleaners have safe and timely access to the Premises for the duration of the booking. Access may be arranged by the Client being present, by leaving keys in a secure location, or by using concierge or key-holding arrangements, as agreed in advance.

Where keys are provided to the Company, the Company will take reasonable care of them but accepts no liability for any loss or damage resulting from faulty locks, insecure doors or windows, or existing defects at the Premises. The Client is responsible for ensuring that all locks and security systems are in good working order.

If the Cleaner is unable to gain access to the Premises at the agreed time, or if access is delayed, the Company reserves the right to charge a call-out fee or the full booking fee, at its discretion, to cover wasted travel time and allocated staff costs.

5. Client Obligations and Preparation

The Client must ensure that the Premises are reasonably accessible and safe for the performance of the Services. This includes informing the Company in advance of any hazards, health and safety risks, structural issues, or special access requirements.

The Client should remove or securely store any valuable, fragile, or irreplaceable items prior to the arrival of the Cleaner. The Company will not be responsible for cleaning or handling jewellery, cash, art, antiques, or other high-value items unless expressly agreed in writing.

The Client must ensure that there is running water, electricity, adequate lighting, and basic sanitation available at the Premises throughout the visit. Where Services require specific equipment or materials, the Client will be informed during the booking process if these are to be supplied by the Company or by the Client.

6. Services and Standards

The Company will provide the Services with reasonable skill and care and in accordance with generally accepted industry standards for professional cleaning. The scope of work for each booking will be as agreed at the time of booking, which may include regular domestic cleaning, one-off deep cleans, end of tenancy cleans, or other agreed tasks.

The Company reserves the right to adapt the order in which tasks are carried out or to modify cleaning methods as it reasonably considers appropriate, having regard to the condition of the Premises and health and safety considerations.

If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably possible and in any event within 24 hours of completion so that the Company may investigate and, where appropriate, arrange a remedy or re-clean at its discretion.

7. Pricing, Estimates, and Variations

Prices are generally based on an hourly rate, fixed fee, or other agreed structure. Any price indications provided before inspection of the Premises are estimates only and may be adjusted if the actual condition, size, or requirements differ from those initially described by the Client.

The Company may revise the price if additional time or work is required, for example where the Premises are excessively soiled, have not been cleaned for a long period, or where the Client requests extra tasks. Any such variations will be discussed with the Client as soon as practicable.

The Company reserves the right to review and adjust its rates from time to time. For ongoing or regular Services, the Company will provide reasonable notice of any rate changes. Continued use of the Services after such notice constitutes acceptance of the new rates.

8. Payments and Invoicing

Unless otherwise agreed in writing, payment for one-off Services is due immediately upon completion of the work. For regular Services, payment terms will be agreed at the outset, which may include payment on the day of service or at periodic intervals.

The Company accepts a range of common payment methods, which will be specified during the booking process. The Client must ensure that valid payment details are provided and that sufficient funds are available. Where payment fails or is refused, the Company may suspend Services until payment is received in full.

Invoices will be issued as required and must be settled in accordance with the stated due date. The Company reserves the right to charge interest or late fees on overdue amounts in line with applicable law and to recover any reasonable costs incurred in enforcing payment, including debt collection and legal expenses.

9. Cancellations, Rescheduling, and No-Show

The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless a different period is specified in writing, at least 24 hours notice before the scheduled start time is required for cancellation or rescheduling without charge.

Where the Client cancels or changes a booking with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full cost of the scheduled Service. This is to compensate for allocated staff time and lost opportunities to accept other bookings.

If the Cleaner is unable to gain access to the Premises at the scheduled time, or if the Client is not present where required and no alternative access arrangement has been agreed, this may be treated as a late cancellation or no-show, and the relevant charge may apply.

The Company may cancel or reschedule a booking if it is unable to provide the Service due to reasons beyond its reasonable control, including staff illness, adverse weather conditions, transport disruptions, or emergencies. In such cases, the Company will use reasonable efforts to notify the Client and arrange an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.

10. Client Property, Damage, and Liability

The Company will take reasonable care when providing the Services, but minor wear and tear or incidental disturbance of items may occur as part of normal cleaning activity. The Client is responsible for ensuring that any particularly delicate or damaged items are brought to the Company's attention in advance.

If the Client believes that the Cleaner has caused damage, they must inform the Company in writing as soon as reasonably possible and in any event within 24 hours of becoming aware of the issue. The Client must provide details and, where appropriate, photographs or other evidence to allow investigation.

Where damage is proven to have been caused by the Company's negligence, the Company may, at its discretion, arrange repair, replacement, or payment of fair compensation, taking into account the age, condition, and reasonable value of the item. The Company's total liability in respect of any single incident or series of related incidents shall not exceed the amount paid or payable by the Client for the Service in question, except where liability cannot be limited under law.

The Company shall not be liable for any indirect, special, or consequential loss, including loss of profit, loss of opportunity, or loss of enjoyment, whether arising in contract, tort, or otherwise. The Company will not be liable for any pre-existing damage, wear, or defects at the Premises, or for issues arising from the use of unsuitable or defective materials or equipment supplied by the Client.

11. Health, Safety, and Waste Regulations

The Company is committed to operating in a safe and environmentally responsible manner. Cleaners will follow reasonable health and safety procedures while on the Premises. The Client must notify the Company in advance of any particular risks, such as hazardous materials, damaged structures, or aggressive animals.

The Company will not handle or dispose of hazardous, clinical, or prohibited waste, including but not limited to syringes, medical waste, chemical waste, asbestos, or any materials regulated as hazardous under applicable law. The Client remains responsible for the lawful segregation, storage, and disposal of such materials.

Ordinary household or office waste produced in the course of cleaning will be bagged and left in the Client's designated waste area or receptacle. Where local regulations apply to recycling, waste separation, or collection procedures, the Client is responsible for providing appropriate containers and for ensuring that all waste is ultimately handled in accordance with those regulations.

The Company may refuse to perform any task that it reasonably considers unsafe, unlawful, or in breach of waste disposal rules or environmental legislation.

12. Insurance

The Company aims to maintain appropriate insurance cover in relation to its cleaning activities, including public liability insurance, subject to policy terms, conditions, and exclusions. Details of current insurance cover may be made available upon reasonable request.

The Client is responsible for maintaining suitable buildings and contents insurance for their Premises and belongings, and for informing their insurer that regular or one-off cleaning services are being carried out, if required by the insurer.

13. Privacy and Confidentiality

The Company will handle any personal information provided by the Client in accordance with applicable data protection laws. Personal data will be used only for the purposes of administering bookings, providing Services, processing payments, and communicating with the Client, unless otherwise agreed or required by law.

Cleaners are expected to respect the privacy of the Client and to treat all information obtained during the course of the Services as confidential. The Company will not disclose Client details to third parties except where necessary to perform the Services, to comply with legal obligations, or with the Client's consent.

14. Complaints and Dispute Resolution

If the Client has any concerns or complaints regarding the Services, they should contact the Company promptly with full details. The Company will use reasonable efforts to investigate and respond within a reasonable timeframe.

The Company may, at its discretion, offer a re-clean, partial refund, or other remedy where it considers this appropriate. Any such remedy will be determined on a case-by-case basis and will be the Client's exclusive remedy in relation to the matter complained of, unless otherwise required by law.

15. Amendments to These Terms

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 otherwise communicated to the Client. For ongoing or regular Services, the Client's continued use of the Services after such changes have been notified will constitute acceptance of the revised Terms and Conditions.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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 and Waiver

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 be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of Services and supersede all previous discussions, correspondence, and understandings between the parties regarding the subject matter. No other terms, whether implied by trade, custom, practice, or course of dealing, shall form part of this agreement unless expressly agreed in writing.

By making a booking or instructing the Company to proceed with any cleaning work, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.