Terms and Conditions for Cleaners Richmond upon Thames

These Terms and Conditions govern the provision of cleaning services by Cleaners Richmond upon Thames to customers within Richmond upon Thames and surrounding areas. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Customer means any individual, company or organisation that requests or receives cleaning services.

Company means Cleaners Richmond upon Thames, the provider of the cleaning services.

Services means domestic, commercial and specialist cleaning services provided by the Company as agreed with the Customer.

Premises means the property, home, office or other location where the Services are to be carried out.

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

2. Scope of Services

The Company provides cleaning services within Richmond upon Thames and nearby local areas. The specific scope of the Services, including type of cleaning, frequency and duration, will be agreed at the time of booking.

The Company reserves the right to refuse or discontinue Services where the Premises are unsafe, access is restricted, or conditions are unreasonable for the Cleaner to perform the work.

Any additional services requested on the day of cleaning are subject to availability and may incur extra charges, which must be agreed with the Customer before commencement.

3. Booking Process

Bookings may be made by the Customer through the Company’s designated booking channels as communicated on its promotional materials or website. The Customer is responsible for providing accurate information regarding the Premises, requested Services and any specific requirements.

A booking is considered provisional until confirmed by the Company. Confirmation may be given verbally or in writing. The Company may request additional information before accepting a booking.

The Customer must ensure that there is adequate access to the Premises at the agreed date and time. Any parking arrangements, access codes, keys or special instructions should be provided in advance.

For regular or recurring cleaning services, the agreed schedule will continue until cancelled or varied in accordance with these Terms and Conditions.

4. Prices and Quotations

Prices for Services are based on the information supplied by the Customer at the time of enquiry and may be given as an hourly rate, fixed fee or estimate depending on the type of service.

Any quotation provided by the Company is valid for a limited period as specified at the time of issue. The Company reserves the right to revise quotations if the conditions at the Premises differ from those described by the Customer or if additional work is requested.

All prices are stated in pounds sterling. If applicable, any taxes or statutory charges will be clearly indicated.

5. Payments

Payment terms will be communicated to the Customer at the time of booking. The Company may require full or partial payment in advance to secure a booking, particularly for one-off or specialist cleaning services.

For recurring services, payment may be required on the day of service or in accordance with an agreed billing cycle. The Customer must ensure that payment details are accurate and that funds are available when due.

The Company accepts standard forms of payment commonly used in the United Kingdom. Any additional payment methods will be advised directly to the Customer.

If payment is not received by the due date, the Company reserves the right to suspend or cancel future bookings, charge reasonable late payment fees, and take appropriate steps to recover outstanding amounts.

6. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by providing notice to the Company within the minimum notice period specified at the time of booking. This notice period is usually at least 24 hours before the scheduled start time, but may be longer for larger or specialist jobs.

If the Customer cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may be a percentage of the service price or a fixed amount, as advised at the time of booking.

Where a Cleaner attends the Premises and is unable to gain access, or the Customer is not present where necessary to allow entry, the Company may treat the booking as cancelled and charge a call-out or cancellation fee.

The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including staff illness, adverse weather, or events beyond its reasonable control. In such cases, the Company will offer an alternative appointment, and no cancellation fee will apply.

7. Customer Obligations

The Customer agrees to provide a safe working environment for the Cleaner and to ensure that the Premises are reasonably accessible and free from hazards.

The Customer must secure or remove valuable, fragile or irreplaceable items prior to the start of the Services. If specific items require special care, the Customer must clearly inform the Company in advance.

The Customer shall not directly employ or engage any Cleaner introduced by the Company to provide services independently, without the prior written consent of the Company. The Company may charge a fee for any breach of this obligation representing the loss of business and recruitment costs.

8. Equipment and Materials

Unless otherwise agreed, the Company will supply its own cleaning products and equipment that are suitable for general cleaning tasks.

If the Customer requests that the Cleaner use the Customer’s own products or equipment, the Company will not be liable for any damage arising from their use, provided that the Cleaner uses them with reasonable care and in accordance with instructions.

The Customer must inform the Company of any surfaces, finishes or materials at the Premises that require special cleaning methods or products to avoid damage.

9. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety. Cleaners are required to follow all applicable safety guidelines while performing the Services.

The Customer must not request any task likely to put the Cleaner at risk, such as working at unsafe heights, handling hazardous materials or carrying out tasks outside the agreed scope of Services.

The Company expects mutual respect and professional conduct. Any abuse, harassment or inappropriate behaviour by the Customer may result in immediate termination of Services without refund.

10. Waste and Environmental Regulations

The Company will comply with applicable waste and environmental regulations relevant to cleaning activities in the United Kingdom.

General household and office waste generated in the course of routine cleaning will normally be placed in the Customer’s designated bins for collection by local waste services.

The Company does not ordinarily remove large volumes of waste, bulky items, builder’s rubble, hazardous waste, electrical items or controlled materials from the Premises. If such removal is requested, it must be agreed in advance and may be subject to additional charges and specific regulatory requirements.

The Customer is responsible for informing the Company if any substances or items at the Premises may be classified as hazardous or subject to special disposal rules, and for arranging any specialist waste collection where necessary.

11. Liability and Insurance

The Company will exercise reasonable care and skill in providing the Services. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company within a reasonable time so that the Company has an opportunity to investigate and, where appropriate, rectify the issue.

The Company maintains appropriate insurance cover for public liability and, where applicable, employer’s liability in line with typical industry practice.

To the fullest extent permitted by law, the Company’s total liability to the Customer 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 total amount paid by the Customer for the specific service giving rise to the claim.

The Company will not be liable for any indirect or consequential losses, including loss of profits, loss of opportunity or loss of enjoyment, nor for any pre-existing damage or wear and tear at the Premises.

Nothing in these Terms and Conditions shall limit or exclude any liability that cannot be limited or excluded under English law, including liability for death or personal injury caused by negligence or for fraud.

12. Damage and Breakages

The Customer must report any alleged damage or breakage caused by a Cleaner as soon as reasonably possible and provide details and, if requested, supporting evidence.

Where the Company accepts responsibility for damage, it may choose to repair the item, replace it with an item of similar quality, or offer a reasonable financial compensation, subject to the liability limits set out in these Terms and Conditions.

The Company is not responsible for damage resulting from the use of old, faulty or improperly installed materials, fixtures or equipment at the Premises.

13. Keys and Security

If the Customer provides keys, access cards or security codes to the Company for the purpose of delivering the Services, they will be handled with reasonable care.

The Customer is responsible for ensuring that the Premises are adequately secured before and after each visit. The Company will follow any specific instructions provided by the Customer in relation to locking doors, activating alarms or securing windows.

The Company shall not be liable for any loss where such loss is not caused by the negligence of the Company or its Cleaners.

14. Complaints and Service Issues

The Company aims to deliver a reliable and high-quality service across Richmond upon Thames. If the Customer has any complaint or concern, they should contact the Company as soon as possible so that the matter can be addressed.

In many cases, the Company may offer to re-attend the Premises to rectify any reasonable issues with the standard of cleaning, provided that the complaint is made within a reasonable time and relates directly to the service provided.

15. Force Majeure

The Company shall 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, including but not limited to extreme weather, strikes, accidents, public transport disruption, utility failures or government restrictions.

In such cases, the Company will make reasonable efforts to inform the Customer and to rearrange the Services as soon as reasonably practicable.

16. Variations to Terms

The Company may update or vary these Terms and Conditions from time to time. The most recent version will apply to new bookings and will be made available to Customers upon request or via the Company’s usual communication channels.

If any change materially affects ongoing recurring services, the Company will notify the Customer, and continued use of the Services after such notification will constitute acceptance of the updated terms.

17. Personal Data and Privacy

The Company may collect and process personal data about the Customer in order to manage bookings, provide the Services and handle payments and enquiries.

The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to keep such data secure and confidential.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with 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 provision of Services.

19. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

20. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any specific service description agreed with the Customer, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or agreements.

By proceeding with a booking for cleaning services with Cleaners Richmond upon Thames, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.