Kingstonuponthames Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Kingstonuponthames Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and predictable service relationship. They apply to all standard cleaning, deep cleaning, end-of-tenancy cleaning, and related add-on services unless a separate written agreement states otherwise. For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning provider, and references to “you” and “your” mean the customer or authorised representative arranging the service.

These terms should be read carefully before confirming a booking. They explain how a cleaning appointment is arranged, how charges are calculated, when payment is due, and what happens if the service must be changed or cancelled. They also explain important issues such as liability, access to the premises, waste handling, and the law that applies if a dispute arises. If any part of these terms is unclear, the customer should raise the issue before the service begins so that expectations can be agreed in advance.

Our service is provided in accordance with applicable UK consumer law and relevant regulations. Nothing in these terms affects your statutory rights. Where we provide a written estimate or quotation, it is based on the information available at the time. The final service may differ if the condition, size, or contents of the property are materially different from what was described when the booking was made. Reasonable adjustments may be made where necessary, but any additional work may involve extra charges.

1. Booking Process

A booking is only confirmed when we have accepted the requested service and, where required, received any deposit or pre-authorisation. The customer is responsible for providing accurate details about the property, the type of cleaning required, the preferred date and time, access arrangements, parking restrictions, and any special instructions. If inaccurate or incomplete information is supplied, the appointment may need to be amended, delayed, or re-priced.

1.1 Service description and quotation

Any quotation provided by Kingston upon Thames Cleaner is based on the information given by the customer and, where relevant, on a visual inspection or photographs. Quotations are not a fixed-price guarantee unless expressly stated in writing. If the property requires work beyond the original scope, such as heavy soiling, excessive clutter, or specialist stain removal, we may revise the quote or ask for approval before continuing. We reserve the right to decline work that is unsafe, impractical, or outside our normal service range.

1.2 Access, preparation, and customer obligations

You must ensure that the property is accessible at the scheduled time and that we can carry out the work safely. This includes providing entry instructions, keys, codes, or an escort where necessary, and making sure pets, hazards, and fragile items are managed appropriately. The cleaning area should be reasonably prepared for service. Although our team will work efficiently and carefully, we are not responsible for delays caused by restricted access, unsafe conditions, or the need to wait for another person to provide entry.

2. Payments

Payment terms may vary depending on the service type, booking value, and agreed arrangements. Unless otherwise stated, payment is due immediately after the service is completed. For some bookings, especially larger projects, recurring contracts, or end-of-tenancy cleans, a deposit or partial payment may be required in advance. By making a booking, you agree to pay all charges properly incurred for the service, including any approved extras, late amendments, or additional time requested by you during the appointment.

We may accept payment by card, bank transfer, or other agreed method. Cash payments, where permitted, must be made in full at the end of the appointment unless we agree otherwise in writing. If a payment is declined, reversed, or not received by the due date, we may suspend future services and recover reasonable costs associated with collection. Any invoice dispute must be raised promptly and in good faith. Undisputed amounts remain payable on time even if another part of the invoice is questioned.

Where a service is priced by the hour, the total charge is based on the time spent working, including reasonable set-up and pack-down time where this forms part of the arranged service. Where a service is priced as a fixed package, the price applies only to the agreed scope. Any extra tasks requested by the customer during the visit may be charged separately, either at the hourly rate or at a fair additional rate communicated before the work is carried out.

2.1 Late fees and administrative costs

If payment is overdue, we may charge lawful interest and recover reasonable administrative expenses where permitted by law. We will always act reasonably and proportionately. Any charge applied for late payment will reflect the actual cost of dealing with the delay and will not exceed what is allowed under applicable legislation. We also reserve the right to require advance payment for future bookings if there has been a previous history of non-payment or repeated cancellations without notice.

3. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type and length of the appointment, but where no separate agreement exists, we ask for at least 24 hours’ notice. If less notice is provided, a cancellation fee may apply to reflect lost working time and planning costs. For same-day cancellations or when access is not provided, the full service charge may be payable, especially where the cleaner has already travelled to the property.

We may reschedule a service if staff become unavailable, if weather or travel conditions make attendance impractical, or if circumstances beyond our control prevent the appointment from taking place. In such cases, we will seek to offer an alternative time as soon as reasonably possible. Our liability for inconvenience caused by a rescheduled visit is limited to rebooking the service or refunding the amount paid for the affected appointment, unless a different remedy is required by law.

Where a customer repeatedly cancels close to the appointment time, fails to provide access, or is not ready for the service to begin, we may treat this as a breach of these terms and refuse future bookings. We may also request that future appointments are paid in advance. This protects our scheduling, staffing, and business continuity while still allowing genuine customers to receive the service in a reliable way.

3.1 Force majeure and unavoidable events

We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, road closures, illness, strikes, utility outages, fire, flood, or official restrictions. In such cases, we will try to communicate the issue promptly and rearrange the appointment where possible. If a service cannot be delivered due to an event outside our control, the customer will be entitled to a refund of any amount paid for the undelivered portion of the service, but no further compensation will be due unless required by law.

4. Liability and Limitations

We will take reasonable care when providing all cleaning services, and our staff are expected to work professionally and respectfully. However, because cleaning work often takes place in occupied homes or business premises, certain risks remain. It is the customer’s responsibility to remove or secure items of particular value, delicacy, or sentimental importance before the service begins. Where special care is required, this must be discussed in advance and confirmed in writing if necessary. We are not responsible for pre-existing damage, wear and tear, weak fixtures, or defects that become apparent during cleaning.

Our liability for loss or damage caused by our negligence is limited to the reasonable repair or replacement cost of the affected item, subject to the exclusions in these terms and any applicable legal limits. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not liable for indirect, incidental, or consequential losses such as loss of profit, loss of business, or inconvenience, except where such exclusion is not permitted by law.

If you believe damage has occurred, you must report it as soon as reasonably possible and in any event within a reasonable time after the service. Supporting evidence, such as photographs and a description of the item and its condition before and after the appointment, may be requested to help assess the issue. This process allows us to investigate fairly and determine whether the matter was caused by our work, by a pre-existing condition, or by another factor outside our control.

4.1 Customer property and fragile items

Unless otherwise agreed, we assume that items left in the cleaning area may be moved, cleaned around, or wiped where needed to complete the service. Fragile, antique, electrical, or high-value items should be disclosed and protected by the customer before the appointment. We may refuse to handle certain objects if we believe doing so presents a risk to the item, our staff, or the surrounding property. Where a customer asks us to clean around or near such items, that request is accepted at the customer’s risk unless we specifically agree otherwise in writing.

5. Waste Regulations and Cleaning Materials

All waste produced during the service will be handled in line with applicable UK waste regulations and with reasonable care for hygiene and environmental responsibility. General waste created by routine cleaning, such as disposable cloths, dust, or packaging from approved supplies, may be bagged and left in the customer’s designated waste area unless the customer instructs otherwise and lawful disposal arrangements are available. We do not remove hazardous waste, medical waste, asbestos, sharp industrial waste, or any material that requires specialist licensing or disposal procedures unless this has been separately agreed and lawfully arranged.

Where a service creates waste that is not suitable for normal domestic disposal, the customer must tell us in advance. This includes potentially contaminated items, bodily fluids, mould-affected materials, chemical residues, or large volumes of refuse from clearance-style work. We reserve the right to stop or decline work if handling the waste would place staff at risk or would breach waste handling rules. The customer remains responsible for ensuring that waste disposal complies with landlord rules, local requirements, and any relevant property management obligations.

We may use our own cleaning products and equipment unless the customer requests specific products and we agree to use them. If customer-supplied products are used, the customer is responsible for ensuring that they are suitable, correctly labelled, safe to use, and accompanied by any relevant instructions. We will not be liable for adverse effects caused by unsuitable products supplied by the customer, including discolouration, surface damage, allergic reactions, or poor results caused by incorrect product choice.

6. Conduct, Health and Safety, and Service Standards

We aim to provide a professional, courteous, and efficient Kingstonuponthames cleaning service on every visit. The customer agrees to provide a safe working environment, free from violence, harassment, illegal activity, or significant hazards. Our staff may withdraw from the premises if they reasonably believe there is a risk to safety or dignity. In such cases, we may charge for time already spent and travel costs where appropriate, provided that the withdrawal was justified by the circumstances.

We will take reasonable precautions, but we may not move extremely heavy items, work at dangerous heights, or enter areas that present a clear health and safety risk. If the customer requests work that appears unsafe, we may decline the task or perform it only if the risks can be properly managed. The customer must also disclose relevant issues such as pest infestations, water leaks, broken fixtures, or contamination risks, because these may affect the service and the safety of staff.

7. Governing Law and Dispute Resolution

These terms are governed by the law of England and Wales. Any dispute arising from or in connection with the service or these terms will be dealt with by the courts of England and Wales, unless mandatory consumer law provides otherwise. Before starting formal proceedings, both parties should try to resolve any issue informally and in good faith. A written complaint or explanation should be reviewed promptly, and reasonable efforts should be made to reach a fair outcome.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the rest of the terms will continue in force. No failure or delay by us in exercising any right under these terms will be treated as a waiver of that right. These Terms and Conditions form the entire agreement between the customer and Kingston upon Thames cleaner for the relevant service unless a separate written contract or confirmed amendment states otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to support a fair service relationship, provide clarity on responsibilities, and ensure that the cleaning work can be delivered safely and professionally. Whether you require one-off assistance, scheduled upkeep, or a larger deep-clean project, the same core principles apply: accurate information, clear expectations, lawful practice, and mutual respect throughout the service.