Kingston Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Kingston Cleaners provides domestic and commercial cleaning services within the United Kingdom. By making a booking, confirming a service request, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. In these terms, references to “we”, “us” and “our” mean Kingston Cleaners, and references to “you” or “the customer” mean the person, business, or organisation requesting the services.

These terms apply to standard cleaning appointments, regular cleaning arrangements, one-off cleaning visits, and any related tasks that have been agreed in advance. Any additional services, special requirements, or changes to the agreed scope must be confirmed by us in writing or by another recorded method before work begins. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

We reserve the right to update these terms from time to time. The version in force at the time of your booking will generally apply to that service, unless a change is required by law or regulation. Continued use of our cleaning services after any update will be treated as acceptance of the revised terms.

1. Booking Process

All bookings are subject to availability and acceptance by Kingston Cleaners. A booking request may be made through any approved channel we provide. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or prepayment. We may decline a request without giving a reason, particularly where the requested work falls outside our scope, cannot be safely completed, or conflicts with our scheduling capacity.

When you make a booking, you are responsible for providing accurate and complete information about the property, the type of service required, access arrangements, parking restrictions, known hazards, and any special instructions. If the information you give is incorrect or incomplete, the service may be delayed, amended, or cancelled, and additional charges may apply. We rely on the details you provide to allocate the correct staff, tools, and time.

Any quotation or estimate is based on the information available at the time it is issued. If the actual condition of the property differs from what was described, or if the volume of work is materially greater than expected, we may revise the price, shorten or extend the booking, or decline to proceed unless you agree to the revised terms. Kingston Cleaners service terms are designed to ensure fair treatment for both parties and to make sure the agreed work is clearly defined.

Service Scope and Access

The service scope will normally be limited to the tasks expressly agreed when the booking is confirmed. Our team will not carry out work that has not been authorised, that presents a safety risk, or that is likely to cause damage. We may refuse to move heavy items, handle hazardous substances, or perform tasks that require specialist equipment or professional accreditation unless these were specifically agreed in advance.

You must ensure that we have reasonable access to the premises at the appointed time. If entry is delayed because of absent keys, incorrect codes, inaccessible areas, locked rooms, pets, or other access issues, we may charge for waiting time, rescheduling, or a missed appointment in accordance with our cancellation and late-access policy. Where security systems or alarms are present, you are responsible for advising us of the necessary disarm or entry procedure.

We may take reasonable steps to protect surfaces, fixtures, and furnishings during the cleaning process, but you should remove or secure valuable, fragile, or sentimental items before the appointment. If any item is left in a location that must be accessed for cleaning, you accept that the item may need to be moved carefully in order to complete the work.

2. Payments

Unless we agree otherwise in writing, payment is due in full on completion of the service or in advance where prepayment is required. We may request a deposit for recurring work, large-scale jobs, or appointments scheduled at short notice. Any invoice must be paid by the due date shown on the invoice or confirmation document. Failure to pay on time may result in suspension of further services until the outstanding balance is settled.

All prices are stated in pounds sterling and may be inclusive or exclusive of VAT depending on whether VAT applies to the service. If VAT is applicable, it will be shown separately where required by law. The final charge may differ from an initial estimate if the service duration, number of staff required, or scope of work changes due to circumstances at the property or by your request.

We accept payment methods that we notify to you from time to time. You must ensure that all payment details are valid and that sufficient funds are available. Where a payment is reversed, declined, or challenged without good reason, we reserve the right to recover any associated bank charges, administration costs, or collection expenses to the extent permitted by law. For recurring UK cleaning services, late or missed payments may also affect the continuation of the agreement.

3. Cancellations, Rescheduling and No-Shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, staffing commitment, and whether materials have already been allocated. If you cancel within the notice period specified at the time of booking, a cancellation fee may apply to cover the lost appointment slot and any preparatory costs.

If you fail to provide access, are not present when required, or otherwise prevent the service from taking place, this will usually be treated as a missed appointment or no-show. In such cases, we may charge the full or partial fee for the reserved time, especially where staff have already attended the property or travelling time has been incurred. Repeated missed appointments may lead us to withdraw further bookings.

We may need to reschedule due to staff illness, severe weather, transport disruption, equipment failure, safety concerns, or other events beyond our reasonable control. In that event, we will make reasonable efforts to offer an alternative date or time. We are not liable for any indirect losses arising from a rescheduled appointment, provided we act reasonably and communicate the change as soon as practicable.

4. Customer Responsibilities

You must provide a safe working environment for our cleaners and ensure that the property is reasonably free from dangers that are not disclosed to us in advance. This includes warning us about broken fixtures, exposed wiring, sharp objects, bodily fluids, pest infestations, asbestos, mould, or any other condition that may present a health or safety risk. If such risks are identified on arrival, we may pause or cancel the service.

You are responsible for securing pets, children, and valuables before the appointment begins. We will not be responsible for the escape, injury, or distress of animals that were not properly restrained by you. You should also remove cash, jewellery, confidential documents, and fragile items from areas to be cleaned unless you specifically agree otherwise with us in writing. It remains your duty to ensure the premises are insured in line with your own circumstances.

Any instructions you give must be lawful, reasonable, and consistent with the agreed service. If you ask us to use a product or method that we believe may damage the property or create a risk, we may refuse. Our team will use professional judgment and may alter the order of tasks to work efficiently and safely.

Service Performance and Materials

We aim to provide a careful and competent cleaning service in line with reasonable industry standards. However, exact results can vary depending on the age, condition, and maintenance history of the property or item being cleaned. Stains, wear, discolouration, ingrained residue, mineral deposits, and pre-existing damage may not be fully removable, even where best efforts are made.

Where we supply our own cleaning materials and equipment, we will use products we consider suitable for the task. If you request the use of your own products, you do so at your own risk unless we have agreed in writing to assume responsibility for them. We may refuse to use any item that appears unsafe, improperly labelled, expired, or unsuitable for the intended surface.

We do not guarantee that every mark, stain, odour, or contamination will be removed. If a specific result is important, it must be discussed and agreed before the booking is accepted. Any performance claim will be assessed in light of the task described, the condition of the surface, and the time available for the work.

5. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our liability to you is limited as set out below.

We will not be liable for loss or damage arising from pre-existing defects, normal wear and tear, hidden faults, poor maintenance, unsuitable materials, or circumstances beyond our control. We are also not responsible for loss of business, loss of profits, loss of goodwill, or any indirect or consequential loss, whether arising in contract, tort, negligence, or otherwise, to the fullest extent permitted by law.

If we are found liable for damage to property caused directly by our negligence, our liability will generally be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation. You must notify us of any alleged damage as soon as reasonably possible and in any event within a reasonable time after the service has been completed.

6. Waste Regulations and Disposal

Our services may involve the collection, segregation, or removal of waste generated during cleaning activities. All waste handling will be carried out in accordance with applicable UK waste regulations, environmental requirements, and any lawful instructions from the property owner or occupier. We will not remove controlled, hazardous, infectious, or illegally stored waste unless this has been expressly agreed and can be done lawfully and safely.

You are responsible for informing us if waste includes sharp objects, chemical containers, bodily fluids, broken glass, needles, or other potentially hazardous materials. Where such items are encountered unexpectedly, we may suspend work until suitable arrangements are made. We may charge additional fees for specialist handling, protective equipment, or disposal services where permitted by law.

Any waste we remove as part of the agreed service will be handled in a lawful and environmentally responsible manner. We may use licensed waste carriers or authorised facilities where required. You must not ask our staff to dispose of items in a way that would breach legal obligations, environmental rules, or site-specific restrictions.

Complaints, Suspensions and Termination

If you believe the service has not been performed in accordance with the agreed scope, you should notify us promptly so the issue can be reviewed. We may ask for photographs, a description of the issue, or access to the affected area before deciding whether a remedy is appropriate. Any remedy may include a re-attendance, partial refund, or other reasonable solution at our discretion, depending on the circumstances.

We may suspend or terminate services immediately if you fail to pay, provide unsafe working conditions, make abusive or unlawful demands, or materially breach these terms. We may also end a booking if our staff believe that continuing would place them at risk. Any rights or obligations intended to survive termination, including payment obligations and liability limits, will remain in force.

Termination of a regular service arrangement will not affect charges already incurred, and any outstanding sums will remain payable. If you wish to end an ongoing cleaning arrangement, notice should be given in line with the booking confirmation or recurring service agreement.

7. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Where the service is provided in Scotland or Northern Ireland, mandatory local legal rules may apply to the extent required by law, but the governing law stated here will apply unless otherwise agreed in writing.

The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction, meaning that claims may be brought in those courts unless another court has mandatory jurisdiction. If any dispute arises, both parties agree to try to resolve it in good faith before starting formal proceedings.

By booking with Kingston Cleaners, you confirm that you have read, understood, and agreed to these terms. These terms form part of the contract between you and us together with any written booking confirmation, estimate, or service schedule that we issue. Kingston Cleaners terms and conditions are intended to provide clarity, fairness, and a consistent service framework for every customer.