Cleaner Richmond Upon Thames Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Richmond Upon Thames provides domestic and commercial cleaning services within its service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before arranging any service.

1. Definitions

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

Client means the person, firm or company requesting cleaning services from Cleaner Richmond Upon Thames.

Company means Cleaner Richmond Upon Thames, the provider of cleaning services.

Services means any cleaning or related services supplied by the Company to the Client.

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

Cleaner means any employee, contractor or representative engaged by the Company to deliver the Services.

2. Scope of Services

The Company provides regular housekeeping, one off cleaning, end of tenancy cleaning, deep cleaning and other related cleaning services as agreed with the Client at the time of booking. The specific scope of work for each visit, including the rooms and areas to be cleaned, type of cleaning and any additional tasks, will be confirmed during the booking process.

The Company reserves the right to refuse any work that it reasonably considers unsafe, inappropriate, beyond the agreed scope of Services, or outside its usual service offering.

3. Booking Process

Bookings can be requested by the Client through the Company’s chosen communication or booking channels. A booking is not confirmed until it has been expressly accepted by the Company. The Company may request additional information about the Premises, including size, condition, access details and any special requirements, in order to provide an accurate quote and allocate suitable resources.

When placing a booking, the Client must provide accurate and complete information. The Client is responsible for informing the Company of any changes to the information supplied, including changes to address, contact details, parking arrangements or access instructions.

The Company will provide an estimated arrival time or time window for the Cleaner. While the Company aims to adhere to agreed times, these are approximate and may be affected by traffic, weather or other circumstances beyond the Company’s control. The Company will use reasonable efforts to notify the Client of any significant delays or changes to the booking.

4. Pricing and Quotes

Prices are typically provided based on the information supplied by the Client and may be calculated on an hourly basis or as a fixed fee for certain types of work. All quotes are given in good faith but are not binding if the information given by the Client is inaccurate or incomplete.

If, on arrival, the Premises are significantly larger, dirtier or more cluttered than described, or if additional tasks are requested, the Company reserves the right to adjust the price or the time allocated to the booking. Any change will be discussed with the Client before proceeding, wherever reasonably possible.

Unless expressly stated otherwise, all prices are exclusive of any applicable taxes or charges imposed by law. Any such taxes or charges will be added to the final invoice where relevant.

5. Payments and Invoicing

Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or may agree to payment on completion or by invoice. The accepted payment methods will be communicated to the Client as part of the booking process.

Where payment is made in advance, the booking will only be confirmed once the payment has been received and cleared. For regular cleaning arrangements, the Company may request ongoing payments in accordance with an agreed schedule.

Invoices are payable on the due date stated on the invoice. If no due date is stated, payment is due immediately on presentation of the invoice. The Company reserves the right to charge interest on overdue amounts and to suspend or cancel future Services until all outstanding sums have been paid in full.

The Client agrees that any additional charges incurred, such as for extra time, additional services, parking fees or congestion charges, may be added to the final bill where applicable and will be payable by the Client.

6. Access to the Premises

The Client is responsible for ensuring that the Cleaner has safe and timely access to the Premises at the agreed time. This may include providing keys, access codes, parking permits or any other necessary instructions.

If the Cleaner is unable to gain access to the Premises or is significantly delayed due to lack of access, the Company may treat this as a late cancellation and charge a fee, or charge for the waiting time at the applicable hourly rate. Any such charges will be at the Company’s discretion, acting reasonably.

The Client must ensure that all pets are safely secured and that the environment is safe for the Cleaner to work in, including free from hazards, aggressive animals or unsafe conditions.

7. Client Obligations

The Client agrees to:

Provide a suitable and safe working environment for the Cleaner.

Ensure that basic utilities such as water and electricity are available during the service.

Inform the Company in advance of any fragile, delicate or high value items, and any areas or items that require special care or must not be touched.

Secure jewellery, cash and other valuables prior to the Cleaner’s arrival.

Provide truthful and complete information regarding the condition of the Premises and any known risks.

8. Cleaning Materials and Equipment

Unless otherwise agreed, the Company will provide standard cleaning products and equipment suitable for general cleaning tasks. If the Client requests or requires the use of specific products or equipment, the Client must supply them and ensure that they are safe, in good working order and appropriate for the surfaces to be cleaned.

The Company is not liable for any damage arising from the use of products provided by the Client, or from following the Client’s specific instructions that differ from the Company’s usual methods, where the Company could not reasonably have foreseen the resulting damage.

9. Cancellations, Rescheduling and No Show

The Client may cancel or reschedule a booking by giving reasonable notice. The minimum notice period and any applicable cancellation or rescheduling fees will be explained at the time of booking. As a general principle, cancellations made at short notice may incur a charge.

If the Client cancels on arrival or after the Cleaner has already travelled to the Premises, the Company may charge up to the full fee for the planned visit, to cover time and travel costs.

The Company reserves the right to cancel or reschedule bookings due to circumstances beyond its control, including illness, severe weather, transport disruption, emergencies at the Premises, safety concerns or lack of access. In such cases, the Company will aim to offer an alternative appointment as soon as reasonably possible.

10. Service Quality and Complaints

The Company aims to deliver a high standard of service. If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible and within a reasonable time after completion, so that the Company can investigate and, where appropriate, arrange a remedy.

Where a complaint is justified and relates to the quality of cleaning, the Company may, at its discretion, offer to re clean the affected area or provide a reasonable alternative resolution. Any guarantee of service quality is conditional upon the Client providing access to the Premises for inspection or remedial work.

11. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the following limitations:

The Company is not liable for normal wear and tear, or for existing damage or deterioration at the Premises.

The Company is not liable for damage resulting from defective or fragile items, including but not limited to loose fittings, poorly secured shelves, cracked glass, or items of sentimental or disproportionate value.

The Company is not responsible for any loss of cash, jewellery or other small valuables that have not been securely stored prior to the Cleaner’s arrival.

To the fullest extent permitted by law, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total amount paid by the Client for the specific service visit during which the incident occurred.

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 lawfully be excluded.

12. Insurance

The Company will maintain appropriate insurance cover in respect of its activities, as required by applicable law and industry practice. Details of insurance cover are available from the Company on request. The existence of insurance does not increase or extend the Company’s obligations beyond those set out in these Terms and Conditions.

13. Waste Handling and Environmental Compliance

The Company will comply with relevant waste and environmental regulations applicable to the handling and disposal of waste arising from its cleaning activities.

General household waste generated during cleaning will normally remain the responsibility of the Client, who must ensure that appropriate bins and collection arrangements are in place at the Premises. The Company does not routinely remove waste from the Premises unless expressly agreed in advance and may apply an additional charge for doing so.

Hazardous waste, clinical waste, large quantities of builder’s waste or any materials subject to special disposal rules will not be removed by the Company. If such waste is encountered, the Cleaner may decline to handle it and may adjust the scope of work for safety and compliance reasons.

The Client agrees not to request the Company or its Cleaners to dispose of waste in a manner that would breach local or national regulations or guidelines.

14. Health and Safety

The Company is committed to operating in a safe and responsible manner. Cleaners will follow reasonable health and safety procedures while working at the Premises. The Client agrees to support these measures and to disclose any known hazards that could affect the safety of the Cleaner, such as structural issues, exposed wiring, hazardous substances or other risks.

If a Cleaner considers that continuing the work would present a risk to their health or safety, they may suspend or stop the work. The Company will discuss any such situation with the Client and, where possible, agree suitable adjustments.

15. Data Protection and Privacy

The Company will handle personal information about Clients, including contact details and access arrangements, in a lawful and responsible manner. Personal data will be used for the purposes of managing bookings, delivering Services, processing payments and handling enquiries or complaints. The Company will implement reasonable measures to protect personal data against unauthorised access, loss or misuse.

16. Force Majeure

The Company is not liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. These events may include, without limitation, extreme weather, natural disasters, acts of government or authorities, public health emergencies, strikes, transport disruptions or other events outside the Company’s control.

17. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all bookings made after the date the updated terms take effect. For ongoing regular services, the Company will give reasonable notice of any significant changes that may affect the Client’s rights or obligations.

18. Governing Law and Jurisdiction

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.

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, the Services or the relationship between the Client and the Company.

19. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any service specific information provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services. No other terms, whether implied by law, custom or practice, shall apply unless expressly agreed in writing by the Company.

20. Severability

If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

21. Contact and Communication

All formal communications relating to bookings, cancellations, complaints or other matters under these Terms and Conditions should be directed to the Company using its usual communication channels. The Client is responsible for ensuring that the Company has up to date contact details for effective communication regarding the Services.