Cleaners Kingston Service Terms and Conditions
These Terms and Conditions apply to all cleaning services provided by Cleaners Kingston to customers within Kingston and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means any individual, company or organisation that purchases or uses our cleaning services.
Company, we, us or our means Cleaners Kingston.
Services means any domestic or commercial cleaning services supplied by us to the Customer, including one-off, regular, end of tenancy, deep cleaning, and related services such as ironing or internal window cleaning.
Cleaner means any person or team assigned by us to carry out the Services.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
2.1 We provide professional cleaning services across Kingston and the nearby service area. The exact scope of work will be agreed at the time of booking and confirmed in your booking confirmation.
2.2 Our Services may include general household cleaning, office cleaning, end of tenancy cleaning, deep cleans, and other related tasks such as internal window cleaning and ironing, as agreed.
2.3 Any additional tasks or changes to the agreed scope of Services must be requested in advance and may result in changes to the quoted price and the time required to complete the work.
2.4 We reserve the right to decline any work that is unsafe, unlawful, or outside the reasonable scope of our cleaning services.
3. Booking Process
3.1 Bookings can be made through our online form or by contacting us using the details published on our website. By placing a booking, you confirm that you are legally able to enter into a binding contract.
3.2 When you request a booking, you will be asked to provide accurate information about the Premises, including size, condition, access details, parking arrangements, and any special requirements.
3.3 Any quotation provided prior to inspection is an estimate only and may be adjusted if the actual condition or size of the Premises differs from the information provided at the time of booking.
3.4 A booking is only confirmed when we issue a confirmation message setting out the date, time, type of service, and price. We reserve the right to decline a booking at our discretion.
3.5 For regular cleaning services, your booking will continue on an ongoing basis at the agreed frequency until cancelled in accordance with these Terms and Conditions.
4. Access and Requirements at the Premises
4.1 The Customer must provide safe and reasonable access to the Premises on the agreed date and time. This includes providing keys, access codes, or ensuring someone is present to let the Cleaner in.
4.2 If keys are provided to us, it is the Customer's responsibility to ensure they work correctly and to provide any necessary instructions for alarms, locks, or entry systems.
4.3 The Premises must have running water, electricity, adequate lighting, and a safe environment for the Cleaner to work in. We reserve the right to refuse to provide Services if these conditions are not met.
4.4 If parking is required near the Premises, the Customer is responsible for arranging suitable parking and covering any related charges, unless otherwise agreed in writing.
5. Customer Obligations
5.1 The Customer agrees to provide accurate information when booking and to inform us promptly of any changes that may affect the Service, including changes to access, contact details, or the condition of the Premises.
5.2 The Customer agrees to remove valuable, fragile, or easily damaged items from the areas to be cleaned, or to clearly point them out to the Cleaner in advance.
5.3 The Customer must not directly hire or offer employment to any Cleaner introduced by the Company for a period of 12 months after the last service date, unless expressly agreed by us in writing and subject to an agreed introduction fee.
5.4 The Customer must ensure that any pets are controlled during the visit so that the Cleaner can work safely and efficiently.
6. Pricing and Payments
6.1 Prices for our Services are based on an hourly rate or a fixed price, as confirmed at the time of booking. All prices are quoted in pounds sterling and include applicable taxes, unless otherwise stated.
6.2 We reserve the right to revise our prices from time to time. For regular services, we will give reasonable notice of any price changes. Continued use of the Services after such notice will be deemed acceptance of the new prices.
6.3 Payment is due in accordance with the payment terms specified in your booking confirmation. This may include payment upfront, on the day of service, or within a specified number of days after the invoice date.
6.4 We accept payment by commonly used methods available in the United Kingdom such as bank transfer, card payment or other methods specified on our website or booking confirmation.
6.5 If payment is not received by the due date, we reserve the right to suspend further services and to charge interest on overdue amounts at the statutory rate, as well as any reasonable costs incurred in recovering the debt.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by providing us with adequate notice. Unless stated otherwise in your booking confirmation, a minimum of 24 hours' notice is required for cancellations or rescheduling of standard domestic cleaning services.
7.2 For larger jobs such as end of tenancy cleaning, deep cleaning or commercial work, a longer notice period may apply. This will be set out in your booking confirmation.
7.3 If the Customer fails to provide the required notice, we reserve the right to charge a cancellation fee of up to 50 percent of the quoted price, or a minimum call-out fee, to cover our administrative costs and loss of time.
7.4 If our Cleaner is unable to gain access to the Premises at the agreed time, or if conditions at the Premises make it unsafe or unreasonable for the Cleaner to work, this may be treated as a late cancellation and subject to a cancellation fee.
7.5 We may cancel or reschedule a booking due to unforeseen circumstances beyond our control, such as illness, extreme weather, accidents, or other events. In such cases, we will offer an alternative appointment. We will not be liable for any losses arising from such cancellations or rescheduling.
8. Service Quality and Complaints
8.1 We aim to provide Services with reasonable care and skill. If you are not satisfied with any aspect of the Service, you must notify us as soon as possible and in any event within 24 hours of completion of the Service.
8.2 Where a complaint is justified, we may at our discretion offer to re-clean the affected area or provide another reasonable remedy. This will be the Customer's sole and exclusive remedy in respect of service quality issues.
8.3 Complaints made more than 24 hours after completion of the Service may not be accepted, as it becomes difficult to verify the issue and the condition of the Premises.
9. Customer Property and Security
9.1 The Customer is responsible for securing cash, jewellery, valuables, and important documents before the Cleaner arrives. We do not accept liability for loss of cash or valuables unless there is clear evidence of wrongdoing by our Cleaner.
9.2 If you provide keys or access codes, we will take reasonable steps to keep them secure. Keys will be labelled in a way that does not directly identify your address.
9.3 In the event of lost keys or access devices while in our possession, our liability will be limited to the reasonable cost of key cutting and replacement of basic locks, up to a maximum amount as set out in our current insurance cover.
10. Liability and Insurance
10.1 We will use reasonable care and skill in selecting and training Cleaners and in providing the Services.
10.2 Our liability for any loss or damage arising from the Services shall be limited to the amount of our public liability insurance in force at the time of the incident. Details of our insurance cover are available upon request.
10.3 We will not be liable for normal wear and tear, pre-existing damage, or defects in the Premises, fixtures, fittings, or contents. This includes damage caused by the use of cleaning products or equipment where such damage results from pre-existing conditions.
10.4 We will not be responsible for damage arising from the use of any cleaning products or equipment supplied by the Customer, or for instructions given by the Customer which are contrary to the manufacturer guidelines.
10.5 We shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of business, or loss of opportunity, arising out of or in connection with our Services.
10.6 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
11. Use of Customer Supplies and Equipment
11.1 Unless otherwise agreed, our Cleaners will use our own cleaning products and equipment that are suitable for general cleaning tasks.
11.2 If the Customer requests that we use their own cleaning products or equipment, this is done at the Customer's risk. We will not be responsible for any damage or inadequate results arising from such use.
12. Waste Handling and Environmental Regulations
12.1 We handle general cleaning waste in line with relevant waste and environmental regulations applicable in the United Kingdom.
12.2 Our Cleaners will place general household or office waste into the Customer's designated bins or waste containers at the Premises. It is the Customer's responsibility to ensure that bins are available and that any local collection rules are followed.
12.3 We do not remove large quantities of waste, bulky items, construction debris, hazardous materials, clinical waste, or any restricted materials from the Premises. The Customer is responsible for arranging lawful disposal of any such waste through an appropriate licensed carrier.
12.4 If we reasonably believe that certain materials at the Premises may be hazardous or not suitable for standard disposal, we reserve the right to refuse to handle such items and to recommend that the Customer contacts a specialist waste contractor.
13. Health and Safety
13.1 We are committed to maintaining high health and safety standards. Our Cleaners are instructed to follow safe working practices and to use products and equipment responsibly.
13.2 The Customer must inform us of any health and safety risks at the Premises, including but not limited to structural issues, hazardous substances, or any other dangers that may affect the Cleaner.
13.3 We reserve the right to withdraw our Cleaner from the Premises if we consider that the environment is unsafe or if our health and safety procedures cannot be followed.
14. Data Protection and Privacy
14.1 We collect and use personal data in order to manage bookings, provide Services, and communicate with Customers. We are committed to handling personal data in accordance with applicable data protection laws in the United Kingdom.
14.2 Personal information will be used only for providing and improving our Services, processing payments, handling customer queries, and meeting our legal obligations.
14.3 We take reasonable steps to keep Customer information secure and will not sell personal data to third parties. Information may be shared with our staff, contractors, or service providers where necessary to deliver the Services.
15. Force Majeure
15.1 We shall not be liable for any failure to perform or delay in performance of any of our obligations under these Terms and Conditions caused by events beyond our reasonable control. These may include, but are not limited to, severe weather, transport disruptions, accidents, illness, strikes, or other industrial disputes, and acts of government or regulatory authorities.
15.2 If such an event occurs, we will notify you as soon as reasonably possible and will take reasonable steps to minimise the impact on the Services.
16. Changes to Terms and Conditions
16.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or business practices.
16.2 The latest version of the Terms and Conditions will be published on our website and will apply to all new bookings from the date of publication.
16.3 For ongoing regular services, we will provide reasonable notice of any material changes. Continued use of the Services after such notice will be deemed acceptance of the revised Terms and Conditions.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any disputes or claims arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 provided by Cleaners Kingston.
18. Severability
18.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted.
18.2 Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous agreements, understandings, or arrangements, whether written or oral.
19.2 The Customer acknowledges that they have not relied on any statement, promise, or representation made or given by or on behalf of the Company which is not set out in these Terms and Conditions or in writing in the booking confirmation.