Cleaners Richmond Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Richmond provides cleaning services to residential and commercial clients. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the individual, company or organisation booking or receiving cleaning services from Cleaners Richmond.
Company means Cleaners Richmond, the cleaning service provider.
Services means any cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, one-off deep cleaning, commercial cleaning and specialist cleaning as agreed with the Client.
Premises means the property or location where the Services are to be carried out.
Cleaner means any operative, subcontractor or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will carry out the Services as described in the booking confirmation or as otherwise agreed in writing between the Company and the Client. The description of Services may include the type of cleaning, areas to be cleaned, approximate duration, and any specific tasks agreed.
Any additional tasks requested by the Client on the day of service are subject to the Cleaner’s time availability and may incur additional charges. The Company reserves the right to decline requests that fall outside the agreed scope or are unsafe or unreasonable.
The Company does not undertake tasks that require specialist training, licensing or equipment beyond normal professional cleaning tools and materials, such as work at significant height without appropriate access equipment, or removal of hazardous materials.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted booking channels. When making a booking, the Client must provide accurate and complete information, including the address of the Premises, type and size of the property, preferred date and time, the type of Service required and any access or parking information.
All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to refuse any booking at its discretion.
The Client is responsible for ensuring that there is adequate access to the Premises at the agreed time. If the Cleaner is unable to gain access due to incorrect details, locked security gates, or the absence of keys or access codes, this may be treated as a late cancellation and a fee may be charged.
The Client must notify the Company promptly of any changes to their contact details or the details of the Premises that may affect the Service.
4. Pricing and Estimates
Prices for Services are provided to the Client at the time of enquiry or booking. The Company may provide either a fixed price for the Service or an estimate based on the information supplied by the Client.
Where an estimate is given, it is based on the condition and size of the Premises as described by the Client. If upon arrival at the Premises the actual condition or size differs significantly from the description, the Company may revise the price or the scope of the Service. If the Client does not agree to the revised terms, the Service may be cancelled and a reasonable call-out or cancellation fee may apply.
All prices are stated in pounds sterling. Any applicable taxes will be included or clearly stated in the quotation or booking confirmation.
5. Payments and Invoicing
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due either at the time of booking, on completion of the Service, or within the period stated on the invoice.
The Company accepts standard forms of payment commonly used for services within the United Kingdom. The precise payment methods accepted may vary and will be confirmed during the booking process or on the invoice.
For regular ongoing Services, the Company may require payment in advance or on a recurring basis. Failure to make payment when due may result in suspension or cancellation of the Services and may incur late payment charges.
Invoices will be issued electronically where possible. The Client is responsible for checking the invoice and notifying the Company of any queries within seven days of the invoice date. If the Client fails to raise a query within this period, the invoice will be deemed accepted.
6. Cancellations, Rescheduling and Access
The Client may cancel or reschedule a booking by giving the Company notice within the minimum notice period specified at the time of booking. If the Client cancels or reschedules a booking with less than the required notice, a cancellation fee may apply.
If the Cleaner arrives at the Premises and is unable to gain access, or if the Client is not present where required to provide access, this may be treated as a same-day cancellation and the full or partial service fee may be charged, as specified in the Company’s current cancellation policy.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, vehicle breakdown, extreme weather or other operational issues. In such cases, the Company will notify the Client as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any loss or inconvenience caused by such cancellations, but any pre-paid fees for the affected booking will be either refunded or applied to a rescheduled appointment.
7. Client Obligations and Preparation
The Client must ensure that the Premises are safe for the Cleaner to work in and are free from hazards, including but not limited to exposed wiring, broken glass, unsecured pets, or hazardous materials.
The Client is responsible for providing the Company with accurate information about the Premises, including any particular areas of concern, delicate surfaces, or items that require special care. The Client should inform the Company of any existing damage or defects prior to the Service.
The Client must ensure that there is running water, electricity and adequate lighting available at the Premises for the duration of the Service, unless otherwise agreed in advance.
The Client should secure any valuables, important documents and fragile items prior to the Cleaner’s arrival. The Company will not be responsible for items left in insecure or unstable positions that may be easily knocked or damaged in the normal course of cleaning.
8. Cleaning Materials and Equipment
Unless otherwise agreed, the Company will provide its own cleaning products and equipment necessary to carry out the Services. Where the Client requests the use of specific products or supplies provided by the Client, this must be agreed in advance. In such cases, the Company is not liable for any damage or unsatisfactory results arising from the use of those products.
The Client must inform the Company of any surfaces or finishes that require special cleaning agents or procedures. Failure to do so may limit the Company’s liability for any resulting damage.
9. Waste Management and Environmental Regulations
The Company complies with applicable UK regulations relating to waste management and environmental protection. Standard household or office waste generated in the normal course of cleaning will be collected and placed in the Client’s designated bins on site.
The Company does not ordinarily remove waste from the Premises unless this has been expressly agreed with the Client and complies with any relevant waste carrier and disposal regulations. If the removal of waste from the Premises is agreed, additional charges may apply.
The Client is responsible for providing suitable waste receptacles and for ensuring that any existing refuse or recycling arrangements for the Premises comply with local requirements. The Company will not be responsible for any penalties or charges arising from the Client’s non-compliance with waste or recycling rules.
The Company will not handle or dispose of hazardous, medical, chemical, or controlled waste. If such materials are discovered, the Cleaner may refuse to continue the Service in the affected area, and the Company may terminate the Service without refund if health and safety standards cannot be met.
10. Quality, Complaints and Rectification
The Company aims to deliver Services to a professional standard. If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as possible and in any event within 24 hours of completion of the Service.
Where a complaint is received within the stated time, the Company may arrange for a Cleaner to return to the Premises to inspect and, where appropriate, re-clean the affected areas at no additional cost to the Client. This rectification will be offered as the first remedy, and any refunds or credits will be at the Company’s discretion.
The Company’s ability to rectify issues may be limited where the Client or a third party has already attempted additional cleaning or alterations after the original Service.
11. Liability and Insurance
The Company holds appropriate liability insurance in connection with the provision of its Services. Copies of insurance details can be made available upon reasonable request.
The Company will take reasonable care in providing the Services but will not be liable for normal wear and tear or for pre-existing damage or defects in the Premises, fixtures, fittings, carpets, or furnishings. The Company’s liability will not exceed the cost of the Service provided on the day in question and, where applicable, the reasonable cost of repair or replacement of the specific item damaged, taking into account its age and condition.
The Company will not be liable for any indirect or consequential loss, including loss of profit, business interruption, loss of use, or loss of opportunity, arising out of the provision or non-provision of the Services.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
12. Keys and Security
Where the Client provides keys, access codes, or security devices to allow entry to the Premises, the Company will take reasonable steps to safeguard them. Keys will be stored securely when not in use.
The Client must inform the Company immediately if any security information changes or if keys or codes need to be withdrawn. The Company accepts no responsibility for losses arising from the Client’s failure to notify changes in a timely manner.
13. Staff, Non-Solicitation and Conduct
The Client agrees not to directly employ, contract, or engage any Cleaner introduced by the Company for the provision of cleaning or similar services, other than through the Company, for a period of 12 months from the last date the Cleaner provided Services on behalf of the Company to the Client.
If the Client breaches this non-solicitation term, the Company reserves the right to charge a reasonable introduction fee to cover recruitment, training and associated costs.
The Company expects its staff and Clients to behave respectfully. The Company may terminate the Service without notice if a Cleaner is subject to abusive, threatening or inappropriate behaviour at the Premises.
14. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather, strikes, industrial disputes, pandemics, transport disruptions, or other events defined in law as force majeure.
15. Privacy and Data Protection
The Company will handle personal data in accordance with applicable UK data protection laws. Personal information provided by the Client will be used for the purposes of administering bookings, delivering the Services, managing accounts and meeting legal obligations.
The Company will take reasonable technical and organisational measures to safeguard personal information against unauthorised access, loss or misuse. The Client has certain rights in relation to their personal data under applicable law, which may include the right to access, correct or request deletion of their information, subject to legal limitations.
16. Changes to these Terms
The Company may amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s operations. Updated Terms and Conditions will apply to new bookings from the date of publication. For ongoing regular Services, the Company will provide reasonable notice of any material changes.
If the Client continues to use the Services after changes come into effect, the Client will be deemed to have accepted the updated Terms and Conditions.
17. 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 or 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 their subject matter or formation.
18. 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 modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted without affecting the validity and enforceability of the remaining provisions.
19. Entire Agreement
These Terms and Conditions, together with any specific booking confirmation or written agreement between the Company and the Client, constitute the entire agreement between the parties in relation to the provision of the Services and supersede any prior understandings, communications or agreements, whether written or oral.
No variation of these Terms and Conditions shall be effective unless it is in writing and expressly agreed by the Company.
