Cleaners Cleaning NW5 Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Cleaning NW5 provides cleaning services to residential and commercial customers. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual or business requesting and paying for the cleaning services.
Company means Cleaners Cleaning NW5.
Services means any cleaning or related services provided by the Company to the Customer.
Premises means the property or location where the Services are to be carried out.
Cleaner means any employee, worker, subcontractor or representative engaged by the Company to deliver the Services.
2. Scope of Services
The Company provides domestic and commercial cleaning services within the NW5 service area and nearby districts, subject to availability. The specific scope of work for each booking, including the type of clean, estimated duration, and any additional tasks, will be agreed with the Customer during the booking process.
Unless expressly agreed in writing, the Services do not include specialist cleaning such as exterior window cleaning at height, cleaning of hazardous or contaminated areas, removal of heavy or bulky items, or any services requiring specialist licences or equipment.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted contact methods. The Customer must provide accurate and complete information about the Premises, the type of clean required and any particular requirements.
3.2 All bookings are subject to the Company’s acceptance and availability. A booking is considered confirmed only when the Company has acknowledged the booking and provided a date, time and estimated duration for the Services.
3.3 The Company reserves the right to decline or cancel a booking at its discretion, including where the Premises are outside the usual service area or present health and safety risks.
3.4 The Customer is responsible for ensuring that there is safe and lawful access to the Premises at the agreed time. If the Cleaner is unable to gain access or is refused entry, the visit may be treated as a late cancellation in accordance with these Terms and Conditions.
4. Customer Responsibilities
4.1 The Customer must ensure that:
a. The Premises are safe, secure and suitable for the performance of the Services.
b. All alarms, security systems and access instructions are clearly communicated in advance.
c. Any fragile or valuable items are safely stored away or clearly identified to the Cleaner.
d. Running water and electricity are available at the Premises during the visit.
4.2 The Customer must inform the Company of any health and safety risks at the Premises, including but not limited to structural defects, hazardous substances or the presence of sharps, infestations or biological waste.
4.3 The Customer must not request the Cleaner to carry out any work that is unsafe, unlawful, outside the agreed scope, or beyond the Cleaner’s level of training and insurance cover.
5. Pricing and Estimates
5.1 Prices for Services are based on the information supplied by the Customer and may be calculated by reference to the estimated time required, the size and condition of the Premises and the type of clean requested.
5.2 Any prices or durations provided before the Cleaner attends the Premises are estimates only. If the actual condition of the Premises differs significantly from the description provided, the Company may adjust the price or duration, subject to the Customer’s agreement, before or during the visit.
5.3 Any additional services requested on the day, which were not included in the original booking, may be charged at the Company’s prevailing rates and only provided subject to time and staff availability.
6. Payments
6.1 The Customer agrees to pay the Company’s charges for the Services in accordance with the price and payment terms confirmed at the time of booking.
6.2 Payment may be required in advance, on the day of service, or by invoice, depending on the type and frequency of Service and any prior arrangements agreed with the Customer.
6.3 The Company accepts the payment methods that it communicates as available from time to time. The Company may refuse to accept cash or alternative methods not previously agreed.
6.4 Where payment is not made in advance, the Customer must pay all charges in full by the due date specified on any invoice. The Company reserves the right to charge reasonable late payment fees or interest on overdue amounts in accordance with applicable law.
6.5 In the case of regular or recurring cleaning, the Company may require an ongoing payment method and may suspend or cancel future visits if payments are missed or delayed.
7. Cancellations, Rescheduling and Access
7.1 The Customer may cancel or reschedule a booking by giving notice in accordance with the minimum notice period communicated by the Company at the time of booking.
7.2 If the Customer cancels or reschedules a visit without providing the required notice, the Company may charge a cancellation fee, which may be up to the full price of the scheduled visit.
7.3 If the Cleaner is unable to gain access to the Premises at the agreed time, or if the visit cannot proceed due to circumstances within the Customer’s control, this may be treated as a late cancellation and subject to the same charges.
7.4 The Company reserves the right to cancel or reschedule a booking in the event of staff illness, severe weather, operational issues, or other circumstances beyond its reasonable control. In such cases, the Company will seek to offer an alternative appointment as soon as reasonably practicable. No charge will be made to the Customer for cancellations caused by the Company, but the Company will not be liable for any consequential loss arising from such cancellations.
8. Service Quality and Complaints
8.1 The Company aims to provide Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Service, the Customer must notify the Company as soon as possible and in any event within 24 hours of completion of the visit.
8.2 Where a complaint is made within this time and is, in the Company’s opinion, justified, the Company may offer a remedy such as a re-clean of the affected area or a partial refund. Any remedy will be at the Company’s discretion.
8.3 The Customer agrees to provide reasonable evidence of any issues, including photographs where appropriate, and to allow the Company or its representative access to the Premises to assess and rectify the problem.
9. Liability and Insurance
9.1 The Company carries appropriate liability insurance for the Services provided. Details of cover are available on request.
9.2 While the Company takes reasonable care in the selection and training of Cleaners, the Customer acknowledges that minor wear and tear or incidental damage may occur in the ordinary course of cleaning.
9.3 The Customer must report any alleged damage or loss believed to have been caused by the Company or its Cleaners as soon as reasonably practicable and in any event within 24 hours of completion of the visit. The Customer must provide details of the incident and evidence of the damage or loss.
9.4 The Company’s total liability for any loss, damage or claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the relevant booking or, where covered, the amount recoverable under the Company’s insurance policy.
9.5 The Company shall not be liable for:
a. Any pre-existing damage, defects or wear and tear at the Premises or to any item.
b. Any loss or damage arising from inaccurate, incomplete or misleading information provided by the Customer.
c. Indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment.
d. Any loss arising from failure to remove or secure valuables, fragile items or items of sentimental value.
9.6 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
10. Access, Security and Keys
10.1 If the Customer provides keys, access codes or other means of entry to the Premises, the Company will take reasonable steps to safeguard them and will use them only for the purpose of providing the Services.
10.2 The Customer is responsible for ensuring that any access arrangements comply with building regulations, lease conditions and any other relevant requirements.
10.3 The Company shall not be liable for any loss or damage resulting from defective locks, security systems or existing weaknesses in the security of the Premises.
11. Cleaning Materials and Equipment
11.1 Unless otherwise agreed, the Company will supply appropriate cleaning products and equipment necessary to carry out the Services.
11.2 If the Customer requests or insists that the Cleaner uses the Customer’s own products or equipment, the Customer is responsible for ensuring that they are suitable, safe and in good working order. The Company accepts no liability for any loss, damage or injury arising from the use of Customer-supplied products or equipment.
11.3 The Customer must notify the Company of any allergies, sensitivities or preferences relating to cleaning products in advance of the visit. While the Company will make reasonable efforts to accommodate such requests, it cannot guarantee the availability of particular brands or formulations.
12. Waste Handling and Environmental Regulations
12.1 The Company will handle ordinary household and commercial waste generated during the cleaning process in accordance with applicable UK waste and environmental regulations.
12.2 The Company does not provide removal or disposal services for large quantities of waste, construction debris, hazardous waste, electrical items or any materials that require specialised disposal routes. The Customer is responsible for arranging proper disposal of such items using authorised waste carriers or facilities.
12.3 The Cleaner may bag up waste and place it in the Customer’s designated bins or waste storage areas, provided that such bins are available and that doing so complies with local waste collection arrangements.
12.4 The Company reserves the right to refuse to handle any waste that, in the Cleaner’s reasonable opinion, poses a health, safety or environmental risk, or would breach relevant waste disposal regulations.
13. Health, Safety and Conduct
13.1 The Company is committed to providing a safe working environment for its Cleaners and a professional service to its Customers.
13.2 The Customer must not behave in an abusive, threatening or discriminatory manner towards any Cleaner or representative of the Company and must ensure that others at the Premises do the same.
13.3 If a Cleaner reasonably believes that their safety is at risk, or that continuing work would be unsafe or inappropriate, they may withdraw from the Premises immediately. In such cases, the visit may be treated as a cancellation by the Customer and charges may apply.
14. Personal Data and Privacy
14.1 The Company will collect and process personal data about the Customer as necessary to manage bookings, deliver the Services and handle payments and communications.
14.2 The Company will take reasonable steps to keep personal data secure and will only retain it for as long as necessary for the purposes for which it was collected, or as otherwise required by law.
15. Changes to Terms and Conditions
15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated to the Customer.
15.2 For ongoing or recurring services, the Company will give reasonable notice of any material changes. Continued use of the Services after such notice will constitute acceptance of the revised Terms and Conditions.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 provision of the Services.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.
17.2 No waiver of any right or remedy under these Terms and Conditions shall be effective unless given in writing, and any waiver shall apply only to the specific instance in which it is given.
17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous understanding or arrangements, whether written or oral.
By proceeding with a booking with Cleaners Cleaning NW5, the Customer confirms acceptance of these Terms and Conditions.
