Terms and Conditions for Cleaner Richmond upon Thames

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Richmond upon Thames, including domestic cleaning, one-off cleaning, recurring housekeeping, and related specialist services where agreed in advance. By making a booking, the customer confirms that they have read, understood, and accepted these terms. These terms are designed to create clarity around the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to our services.

For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning service provider, while “you” and “your” mean the customer or person booking the service. A Cleaner in Richmond upon Thames service may be arranged for homes, flats, small offices, and other suitable premises, provided the property is safe, accessible, and appropriate for cleaning work. We reserve the right to decline or pause a service if the premises are unsafe, unsanitary beyond reasonable standards, or unsuitable for the agreed work.

These terms apply to all bookings made by telephone, email, online request forms, messaging platforms, or any other accepted booking method. They form the entire agreement between you and us in relation to the cleaning service, unless a separate written agreement expressly states otherwise. Any variation to these terms must be agreed in writing. No employee or representative of Cleaner Richmond upon Thames may alter the legal effect of these terms without written confirmation from an authorised person.

1. Booking Process

A booking is considered provisional until we confirm the appointment. Confirmation may be given once we have reviewed the service type, property details, preferred date and time, access arrangements, and any special requirements. The information you provide must be accurate and complete. If the property details, service scope, or access conditions change before the appointment, you must notify us as soon as reasonably possible.

When requesting Richmond upon Thames cleaning services, you may be asked to provide photographs, a description of the property, or details of any particular cleaning priorities. This information helps us estimate the time, staffing, and equipment required. Estimates are provided in good faith based on the information supplied, but the final service duration may vary if the actual condition of the property differs materially from what was described.

We may confirm a booking subject to availability of staff, equipment, and reasonable scheduling. If we cannot provide the requested service on the preferred date, we may offer an alternative appointment. No booking is guaranteed until confirmed by us. If a deposit, pre-authorisation, or advance payment is required, the booking may not be secured until that payment is received and cleared.

2. Service Scope and Customer Responsibilities

The exact scope of work will be based on the service package selected and any written notes agreed at the time of booking. Unless expressly included, services do not cover heavy lifting, dangerous material removal, mould remediation, pest control, biohazard cleaning, or work requiring specialist licensing. A Cleaner Richmond upon Thames appointment is intended to deliver standard cleaning tasks within reasonable time limits and in line with normal domestic or light commercial expectations.

You are responsible for ensuring that the property is accessible at the agreed time, including arranging entry, unlocking the premises, disabling alarms where needed, and ensuring parking arrangements if relevant. You must also secure valuables, cash, medicines, sensitive documents, and fragile items before the appointment unless we have expressly agreed to handle them. We are not responsible for loss or damage to unsecured personal property that should reasonably have been protected by you.

You must disclose any known hazards, including broken glass, exposed wiring, severe contamination, slippery surfaces, or the presence of pets that may affect the safety of staff. If the property contains items that require special handling, you should identify them beforehand. We may refuse to clean areas that present an unacceptable health or safety risk. Any delay caused by failure to provide access or accurate information may be charged as waiting time or may reduce the amount of work completed within the booked period.

3. Payments and Charges

Prices will be based on the quoted rate, the size and condition of the property, the services required, frequency of visits, and any additional costs agreed in advance. Where a fixed price is quoted, that price applies only to the agreed scope of work and assumes the information supplied was correct. Where time-based billing applies, charges are calculated according to the hours worked or part-hours worked, as stated at the time of booking.

All payments must be made using the payment method notified by us and within the timescale specified on the invoice or booking confirmation. We may require payment in advance for the first visit, for specialist work, or where we reasonably believe there is an increased payment risk. Richmond upon Thames cleaning services may also be subject to additional charges for materials, parking, congestion-related costs, emergency appointments, or extra labour beyond the original booking.

If payment is overdue, we may suspend future services until the outstanding amount is paid in full. We reserve the right to charge reasonable recovery costs, late payment interest where permitted by law, and administration fees for failed payments or chargebacks, to the extent allowed by applicable rules. Any discount, promotion, or recurring-service rate applies only while the stated conditions are met and may be withdrawn if the booking pattern changes or payment terms are breached.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different notice period has been stated at the time of booking, cancellations made with less than 24 hours’ notice may be charged in full or in part, depending on the preparation already undertaken and whether the allocated team can be reassigned. This reflects the time reserved for your service and the costs incurred in making staff available.

If our team arrives and cannot gain access, or if the premises are not ready for cleaning, or if the service cannot proceed because the conditions materially differ from what was booked, the appointment may be treated as a late cancellation or missed visit. In such cases, a call-out fee, waiting charge, or full service fee may apply. A Cleaner in Richmond upon Thames appointment that is missed due to incorrect address details, unavailable keys, or failure to provide access will remain chargeable.

We may cancel or reschedule a booking if staff are unavailable, if equipment fails, if the property presents an unsafe environment, or if circumstances outside our reasonable control prevent performance. Where we do so, we will aim to offer a new appointment date. Our responsibility in such circumstances is limited to rescheduling or refunding any amount paid for the cancelled portion of the service, unless otherwise required by law.

5. Liability and Limitations

We will use reasonable skill and care in providing the services. However, to the fullest extent permitted by law, we do not accept liability for pre-existing damage, normal wear and tear, hidden defects, structural weaknesses, defective fixtures, or deterioration that occurs as a result of the age or condition of the property. If an item or surface is fragile, delicate, or valuable, you should inform us in advance so that we can assess whether it is suitable for cleaning.

Our total liability for loss or damage arising from any single incident or series of connected incidents shall be limited to the amount paid or payable for the relevant service, except where the law states otherwise. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. The Cleaner Richmond upon Thames service is not a guarantee that all stains, marks, odours, or contamination will be fully removed.

Where damage is alleged, you must notify us as soon as reasonably possible and no later than 24 hours after the service, providing evidence such as photographs and a clear description of the issue. You must also allow us a reasonable opportunity to inspect the concern and, where appropriate, to remedy it. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, emotional distress, or any losses that were not reasonably foreseeable at the time of booking.

6. Waste Regulations and Removal of Materials

Waste generated during cleaning may include general household rubbish, packaging, disposable cloths, vacuum contents, dust, and similar non-hazardous materials. Unless specifically agreed otherwise, we do not remove bulky waste, construction debris, electrical items, sharps, clinical waste, asbestos, paint, chemicals, or other regulated materials. Any request to handle such materials must be agreed in writing in advance and may be refused if unsafe or unlawful.

You remain responsible for the lawful storage, segregation, and disposal of waste that belongs to you or is generated at the property, unless we have expressly agreed to remove certain items as part of the booked service. Where our team handles waste, it will be managed in accordance with applicable waste regulations and only through lawful and appropriate disposal routes. We will not knowingly breach environmental, health, or safety obligations in the course of providing Richmond upon Thames cleaning services.

If hazardous, contaminated, or restricted waste is discovered during a service, we may stop work in the affected area and request further instructions. Additional charges may apply where specialist handling, extra time, or authorised disposal is required. You must indemnify us against losses, fines, or claims arising from your failure to disclose restricted substances, unsafe waste, or any materials that should not have been present at the property.

7. Complaints, Remedies, and Service Corrections

If you are dissatisfied with the service, you should notify us promptly and provide a reasonable description of the issue. We may, at our discretion, return to inspect or rectify the concern within a reasonable period. Any correction will be limited to the original scope of work and to the relevant areas reported. This remedy does not apply where dissatisfaction results from inaccurate information, inaccessible areas, or conditions beyond our control.

We may refuse a refund or correction where the complaint concerns a result that was not reasonably achievable because of the condition of the property, unsuitable materials, or lack of access. The Cleaner in Richmond upon Thames service is delivered on the basis of best efforts and professional standards, not perfection guarantees. If a further visit is required because of a new issue or expanded scope, it may be treated as a separate chargeable service.

Any approved refund will be processed to the original payment method where possible. Refunds, if due, relate only to the services not provided or to a service failure established after reasonable review. Nothing in this section affects your statutory rights as a consumer.

8. Force Majeure

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control. These may include severe weather, transport disruption, power failure, illness, accidents, strike action, government restrictions, fire, flooding, or other unforeseen events. If such circumstances arise, we will use reasonable efforts to notify you and arrange a revised appointment.

If performance becomes impossible or impractical due to a force majeure event, either party may suspend the affected booking until conditions improve. If the delay continues for an unreasonable period, either party may cancel the booking without further liability except for payment for any service already completed. This protection applies equally to one-off jobs and recurring Richmond upon Thames cleaning services arrangements.

9. Data, Communications, and Records

We may retain records relating to your booking, including service notes, invoices, access instructions, and communications, for administrative, legal, and operational purposes. Any personal data will be processed in accordance with applicable data protection law. We will use your information only where there is a lawful basis to do so, such as performing the contract, complying with legal obligations, or managing customer service matters.

By booking with us, you agree that we may contact you about the service by the communication method you used to make the booking, or by another reasonable method if required to complete the appointment. You are responsible for ensuring that the contact details you provide are accurate and current. If you request written confirmation or clarification, we may provide this in a durable electronic format.

We may rely on notes taken by our staff regarding access, scope, hazards, and service completion. These records may be used to resolve disputes, confirm attendance, and verify billing. They do not reduce your rights but may help establish the facts where there is a disagreement about what was agreed or performed.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless a consumer is entitled to bring proceedings in another court as a matter of mandatory law.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed to the extent necessary, and the remaining provisions shall continue in full force and effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right. These terms are intended to be fair, clear, and consistent with the way a professional Cleaner Richmond upon Thames service is delivered.

By placing a booking, you confirm that you have the authority to request the service at the property concerned and that you accept responsibility for payment and for providing truthful information relevant to the appointment. You also confirm that you understand the limitations on liability, the cancellation rules, and the waste handling obligations set out above. These terms help ensure that our Cleaner in Richmond upon Thames services are delivered efficiently, safely, and lawfully for every customer.

Last updated: the date of publication of these terms. Continued use of the service after any update will be treated as acceptance of the revised version, provided the changes are lawful and properly communicated. If a future service agreement conflicts with these terms, the specific written agreement will apply only to the extent of the inconsistency. All services remain subject to availability, suitability, and compliance with applicable law.