Terms And Conditions

Kingston upon Thames Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Kingston upon Thames Cleaner provides cleaning services to domestic and commercial clients. By booking or using 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 definitions apply.

Client means the person, company or organisation purchasing or using the cleaning services.

Company means Kingston upon Thames Cleaner, the provider of the cleaning services.

Services means any cleaning, housekeeping, end of tenancy, office cleaning, after-builders cleaning or related tasks provided by the Company.

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

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

2. Scope of Services

The Company provides cleaning and associated services to clients within Kingston upon Thames and surrounding areas. The specific tasks, frequency, duration and scope of work will be agreed between the Client and the Company at the time of booking.

Unless otherwise agreed in writing, Services do not include specialist cleaning such as exterior window cleaning at height, biohazard cleaning, pest control, removal of hazardous substances, or any tasks requiring specialised training or equipment beyond general cleaning materials and tools.

The Company reserves the right to decline or discontinue any work that it considers unsafe, unsuitable or beyond the agreed scope of Services.

3. Booking Process

3.1 Making a booking

Bookings may be made by the Client through the Company’s chosen booking channels. At the time of booking, the Client must provide accurate information, including the address of the Premises, type and size of the property, preferred dates and times, and any specific instructions or priorities.

3.2 Confirmation

All bookings are subject to acceptance by the Company. A booking will be considered confirmed only when the Company issues a booking confirmation. The Company reserves the right to refuse a booking at its discretion.

3.3 Changes to bookings

The Client may request changes to the date, time or scope of a booking. All changes are subject to availability and must be agreed by the Company. Where changes affect the length or complexity of the Service, the Company may adjust the price accordingly and will inform the Client in advance.

3.4 Access to the Premises

The Client is responsible for ensuring that the Cleaner has safe and reasonable access to the Premises at the agreed time. This includes arranging keys, entry codes or the presence of a responsible adult. If the Cleaner is unable to gain access due to reasons within the Client’s control, the visit may be treated as a late cancellation and charged in accordance with the cancellation terms.

4. Client Responsibilities

The Client agrees to provide a safe working environment for the Cleaner, including electricity, running water, adequate lighting and ventilation.

The Client must ensure that any fragile, valuable or irreplaceable items are stored safely and away from the areas being cleaned. The Client should inform the Company in advance of any specific risks, delicate surfaces or items requiring special care.

The Client is responsible for ensuring that pets and children are supervised during the visit and do not interfere with the performance of the Services.

5. Pricing and Payments

5.1 Rates

Prices for Services will be communicated to the Client at the time of enquiry or booking, based on the information provided about the Premises and the requested scope of work. The Company may charge on an hourly rate or a fixed fee, depending on the type of Service.

5.2 Estimates

Any estimate provided is based on the information supplied by the Client. If, upon arrival, the Premises are significantly different in condition or size from that described, the Company may revise the price or adjust the work carried out to match the original fee. The Company will notify the Client as soon as reasonably practicable.

5.3 Payment terms

The Client agrees to pay all charges for the Services in accordance with the payment terms specified at the time of booking. Payment may be required in advance, on the day of the Service, or on invoice, depending on the agreement with the Client.

Payment methods will be communicated to the Client and may include bank transfer, card payment or other accepted methods. Cash payments may be accepted only if explicitly agreed by the Company.

5.4 Late or non-payment

If payment is not received by the due date, the Company reserves the right to charge interest on the outstanding amount and to suspend or cancel further Services until payment is made in full. The Company may also take reasonable steps to recover unpaid amounts, including using a third-party collection agency where necessary.

6. Cancellations, Rescheduling and No-Show

6.1 Client cancellations

The Client may cancel or reschedule a booking by providing notice to the Company within the notice period specified at the time of booking. If the Client fails to provide sufficient notice, the Company reserves the right to charge a cancellation fee, which may be up to the full amount of the scheduled Service.

6.2 Company cancellations

In the unlikely event that the Company needs to cancel or reschedule a booking due to staff illness, operational issues or circumstances beyond its reasonable control, the Company will notify the Client as soon as possible and offer an alternative appointment. The Company will not be liable for any indirect loss or inconvenience arising from such cancellation.

6.3 Inability to access the Premises

If the Cleaner attends the Premises at the agreed time and is unable to gain access or commence work due to reasons within the Client’s control, the visit may be treated as a late cancellation. In such cases, the Company reserves the right to charge the full fee or a reasonable attendance charge.

7. Quality of Service and Complaints

The Company aims to provide Services to a professional and consistent 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 visit where reasonably possible.

Upon receipt of a complaint, the Company will investigate and may, at its discretion, offer a remedy such as a re-clean of the affected areas or a partial refund. Any re-clean will normally be arranged within a reasonable period and will be subject to the Company being granted access to the Premises.

The Company’s obligation to remedy is subject to the Client’s cooperation and to the Client not engaging any third party to rectify the work before the Company has had a reasonable opportunity to inspect and address the issue.

8. Health, Safety and Waste Regulations

8.1 Health and safety

The Company and its Cleaners will operate in accordance with applicable health and safety legislation and good practice. The Client agrees to inform the Company of any known health and safety risks at the Premises and to ensure that the environment is safe for work to be carried out.

The Company will not handle or clean hazardous materials, including but not limited to asbestos, medical waste, syringes, chemical spills or any substances classified as hazardous under applicable regulations.

8.2 Waste disposal

The Company will dispose of routine household and office cleaning waste using the bins and facilities provided at the Premises, in line with local waste collection rules and recycling guidelines. The Client is responsible for ensuring that appropriate bins are available and that any required permits or arrangements with local authorities are in place.

The Company does not remove large quantities of waste, construction rubble, electrical items, white goods or bulky items from the Premises unless expressly agreed in advance and subject to additional charges. Where such additional removal is agreed, it will be carried out in compliance with relevant waste and environmental regulations.

9. Liability and Insurance

9.1 Reasonable care

The Company will exercise reasonable skill and care in providing the Services. However, the Client acknowledges that reasonable wear and tear to surfaces and materials is inevitable and that some existing damage or defects may become more visible after cleaning.

9.2 Damage and loss

The Client must report any damage or loss that they believe has been caused by the Cleaner as soon as possible, and in any event within 24 hours of the Service where reasonably possible. The Company will investigate all reports and, where appropriate, may request evidence or access to the Premises to assess the issue.

Where the Company is found to be liable, its liability will be limited, at its option, to repairing the damage, replacing the item, or paying fair compensation up to the value of the damaged item, taking into account its age and condition, and subject to the limits of the Company’s insurance cover.

9.3 Exclusions and limitations

The Company will not be liable for any loss or damage arising from faulty equipment or items at the Premises, pre-existing damage, wear and tear, or the use of unsuitable or defective products supplied by the Client.

To the fullest extent permitted by law, the Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment, arising from or in connection with the Services.

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 be excluded or limited by law.

9.4 Insurance

The Company maintains appropriate insurance cover for its activities, including public liability insurance, in line with industry practice. Details of insurance cover are available on request.

10. Client Property, Keys and Security

Where the Client provides keys, access codes or alarm details to the Company, these will be kept securely and used solely for the purpose of providing the Services. The Client is responsible for ensuring that any alarm systems are set up to allow the Cleaner to access the Premises at the agreed time.

The Company will take reasonable steps to ensure the security of the Premises while Services are being carried out. However, the Company is not liable for loss or damage arising from defective locks, alarms or other security systems, or for incidents that occur when the Cleaner is not present.

11. Cleaning Products and Equipment

Unless otherwise agreed, the Company will supply its own general cleaning products and equipment suitable for routine tasks. If the Client requests the use of their own products or equipment, the Client accepts responsibility for any damage or adverse effects arising from such products or equipment.

The Company may decline to use any products that it considers unsuitable, unsafe or ineffective. The Client should inform the Company in advance of any allergies, sensitivities or preferences regarding cleaning products, so that suitable arrangements can be made where reasonably practicable.

12. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, transport disruption, power outages, accidents, acts of God, strikes, pandemics or public health restrictions, and actions of local or national authorities.

In such circumstances, the Company will use reasonable endeavours to inform the Client and to resume Services as soon as it is reasonably practicable to do so.

13. Data Protection and Privacy

The Company will collect and process personal data relating to the Client and, where applicable, their representatives or household members, for the purposes of managing bookings, providing Services, handling payments and addressing queries or complaints.

Personal data will be handled in accordance with applicable data protection legislation. The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, process payments, comply with legal obligations or with the Client’s consent.

14. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise notified to the Client. Continued use of the Services after notification of changes will be deemed acceptance of the updated Terms and Conditions.

15. Governing Law and Jurisdiction

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

16. General Provisions

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

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior agreements, understandings or arrangements, whether oral or written.