Cleaner West Kensington Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner West Kensington provides professional cleaning services to residential and commercial customers. By making a booking or using any of 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 expressions have the meanings set out below.

Client means the person, company or organisation that makes a booking or otherwise contracts with Cleaner West Kensington for cleaning services.

Company means Cleaner West Kensington, the cleaning service provider.

Cleaning Operative means any employee, contractor or representative engaged by the Company to provide cleaning services.

Premises means the property or properties where the cleaning services are to be carried out.

Services means the cleaning services ordered by the Client and confirmed by the Company, including but not limited to regular domestic cleaning, one off cleaning, end of tenancy cleaning, deep cleaning and commercial cleaning.

2. Scope of Services

2.1 The Company provides general cleaning services as described on its service descriptions and as further agreed at the time of booking.

2.2 The exact tasks to be carried out during each visit will be agreed between the Client and the Company in advance and may include a combination of dusting, vacuuming, mopping, bathroom cleaning, kitchen cleaning and other routine cleaning activities.

2.3 The Services do not include childcare, care of vulnerable adults, heavy lifting, pest control, gardening, maintenance, trades work, or any activity for which the Cleaning Operative is not trained or insured.

2.4 The Company reserves the right to decline to provide any service which, in its reasonable opinion, is unsafe, unsuitable or outside the agreed scope of work.

3. Booking Process

3.1 Bookings may be requested by the Client through the Company’s online or other booking channels as made available by the Company from time to time.

3.2 When making a booking request, the Client must provide accurate and complete information, including but not limited to the address of the Premises, property type and size, preferred dates and times, and any specific cleaning requirements.

3.3 All booking requests are subject to availability and confirmation by the Company. A booking will only be considered accepted when the Company sends written confirmation to the Client.

3.4 The Company reserves the right to refuse any booking request at its sole discretion, including but not limited to situations where the requested service is not suitable for the Premises or where adequate resources are not available.

3.5 Any changes to a confirmed booking, including date, time, duration or scope of work, must be requested by the Client in advance and are subject to the Company’s approval and availability.

4. Access to the Premises

4.1 The Client is responsible for providing safe and reasonable access to the Premises at the agreed time of the booking.

4.2 If keys are provided, the Client must ensure they are in proper working order and clearly labelled. The Company will take reasonable care of any keys but accepts no liability for loss or damage that is not due to the Company’s negligence.

4.3 If the Cleaning Operative is unable to access the Premises at the agreed time due to reasons beyond the Company’s control, such as incorrect keys, locked gates or absence of the Client, this may be treated as a late cancellation and charges may apply.

5. Client Obligations

5.1 The Client must ensure that the Premises are in a safe condition for the provision of the Services, and must inform the Company in advance of any hazards, risks, or special circumstances that may affect the safety of the Cleaning Operative.

5.2 The Client must ensure that essential utilities such as electricity, lighting and hot water are available during the cleaning visit.

5.3 The Client must remove or secure any items of high value, jewellery, cash or other valuables prior to the cleaning appointment. The Company does not accept responsibility for such items left unsecured at the Premises.

5.4 The Client must not request the Cleaning Operative to undertake any work that falls outside the scope of the agreed Services or that may be unsafe or unlawful.

6. Prices and Payments

6.1 The prices for Services will be quoted to the Client at the time of booking based on the information provided and the type of service requested.

6.2 The Company reserves the right to adjust the quoted price if the information provided by the Client is inaccurate or incomplete, or if the actual condition or size of the Premises requires additional time or resources.

6.3 Unless otherwise agreed in writing, payment is due in full either in advance of the service or on the day of the cleaning appointment, in accordance with the payment method accepted by the Company.

6.4 For regular or recurring services, the Company may operate a recurring billing or invoice arrangement. The Client agrees to ensure that adequate funds are available and that payment details remain valid.

6.5 If payment is not received in accordance with these Terms and Conditions, the Company reserves the right to suspend or cancel further Services and to charge interest on any overdue amounts at the statutory rate until payment is made in full.

6.6 All prices are stated exclusive of any applicable taxes unless clearly indicated otherwise. Any applicable taxes will be added to the final invoice as required by law.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule a confirmed booking by giving the Company adequate notice, subject to the provisions of this section.

7.2 For standard residential and commercial cleaning services, the Client must provide at least 24 hours notice prior to the scheduled start time in order to cancel or reschedule without incurring a cancellation fee.

7.3 For more intensive services such as end of tenancy cleaning, deep cleaning or large scale commercial work, the Company may require a longer notice period. Any specific notice period will be communicated to the Client at the time of booking.

7.4 If the Client fails to provide the required notice, or if the Cleaning Operative is unable to access the Premises due to reasons within the Client’s control, the Company may charge up to the full fee for the booked service.

7.5 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to staff illness, extreme weather, transport disruption, or emergencies at the Premises. In such cases the Company will offer an alternative appointment as soon as reasonably possible.

8. Quality and Complaints

8.1 The Company aims to provide a high standard of service and expects the Client to inspect the work upon completion of each visit where reasonably possible.

8.2 If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible and, in any event, within 24 hours of the visit for standard cleaning or within 48 hours for end of tenancy and deep cleaning services.

8.3 Provided that the complaint is reasonable and relates to the quality of the Services, the Company will arrange for the relevant areas to be re cleaned at no additional cost, at a mutually convenient time.

8.4 The Company’s obligation to re clean is conditional upon the Client providing reasonable access to the Premises and not having undertaken further cleaning or alterations to the relevant areas which would prevent a fair assessment of the original work.

9. Cleaning Materials and Equipment

9.1 The Company may supply its own cleaning materials and equipment unless otherwise agreed.

9.2 If the Client requests that their own materials or equipment be used, the Client is responsible for ensuring that such items are safe, suitable for the intended purpose and compliant with applicable regulations.

9.3 The Company accepts no liability for any damage or unsatisfactory results arising from the use of cleaning materials or equipment supplied by the Client.

10. Waste and Environmental Regulations

10.1 The Company will dispose of routine household waste generated during the course of cleaning into the Client’s designated bins at the Premises.

10.2 The Services do not include the removal or transportation of waste away from the Premises. It is the Client’s responsibility to ensure appropriate waste collection arrangements are in place with the relevant local authority or waste contractor.

10.3 The Company will not handle hazardous, clinical, industrial or construction waste, including but not limited to chemicals, solvents, asbestos, sharps, medical waste, paint, building rubble or contaminated materials.

10.4 If the Cleaning Operative encounters waste or contamination that they reasonably believe to be hazardous or in breach of environmental or health regulations, the Company may suspend or refuse the relevant part of the Service and will notify the Client as soon as practicable.

10.5 The Client agrees to comply with applicable local waste and recycling regulations, and must not request the Company to dispose of items in any way that would be unlawful or contrary to such regulations.

11. Health and Safety

11.1 The Company is committed to maintaining high health and safety standards for Clients and Cleaning Operatives.

11.2 The Client must inform the Company of any health and safety concerns at the Premises, including but not limited to structural defects, exposed wiring, slippery surfaces, hazardous substances or aggressive pets.

11.3 The Cleaning Operative may refuse to perform any task or access any area that they believe presents a risk to their health or safety.

12. Liability and Insurance

12.1 The Company will exercise reasonable care and skill in providing the Services.

12.2 The Company maintains appropriate insurance cover for public liability and, where applicable, for damage to property arising from the negligence of its Cleaning Operatives.

12.3 The Client must notify the Company in writing of any alleged loss or damage within 48 hours of the relevant cleaning visit, providing full details and reasonable evidence.

12.4 The Company’s liability for loss or damage arising from its Services, whether in contract, tort or otherwise, is limited to the lesser of the cost of repairing the damage or the total amount paid by the Client for the specific service during which the incident occurred.

12.5 The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of opportunity or loss of enjoyment.

12.6 The Company shall not be responsible for wear and tear, pre existing damage, or defects in the Premises, fixtures, fittings or furnishings that are not reasonably apparent before the service commences.

12.7 The Company shall not be liable for any damage or loss resulting from the use of products or equipment supplied by the Client, or from following instructions given by the Client which are contrary to manufacturer guidelines or best practice.

13. Keys and Security

13.1 Where the Client provides keys or access codes to the Company, these will be stored and used with reasonable care and only for the purpose of carrying out the Services.

13.2 The Company will not disclose keys or access codes to any third party other than Cleaning Operatives or authorised representatives involved in the provision of the Services.

13.3 The Company accepts no liability for loss or theft at the Premises where there is no clear evidence that such loss or theft was caused by a Cleaning Operative acting in the course of their duties.

14. Force Majeure

14.1 The Company shall not be liable for any delay or failure to perform its obligations if such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather, flooding, fire, industrial disputes, transport disruption, power failure or government restrictions.

14.2 In such cases, the Company will use reasonable endeavours to resume normal service as soon as practicable.

15. Data Protection and Privacy

15.1 The Company may collect and process personal data about the Client as necessary to provide the Services, manage bookings, take payment and comply with legal obligations.

15.2 The Company will handle personal data in accordance with applicable data protection laws and its privacy practices.

15.3 The Client is responsible for ensuring that any personal data relating to third parties provided to the Company has been lawfully obtained and can be used for the purpose of providing the Services.

16. Termination of Services

16.1 Either party may terminate ongoing or recurring services by giving reasonable notice in writing, subject to any minimum term or specific arrangement agreed at the time of booking.

16.2 The Company may terminate or suspend Services immediately if the Client fails to pay any sums due, behaves in an abusive or unsafe manner towards Cleaning Operatives, or otherwise materially breaches these Terms and Conditions.

16.3 Upon termination, the Client must pay for all Services supplied up to the date of termination and any applicable cancellation charges.

17. Amendments to Terms

17.1 The Company may amend these Terms and Conditions from time to time to reflect changes in its operations, services, pricing, or legal requirements.

17.2 The current version of the Terms and Conditions will apply to all bookings made after the date on which the amended terms take effect.

18. Governing Law and Jurisdiction

18.1 These Terms and Conditions, and any dispute or claim 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.

18.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute or claim arising under these Terms and Conditions.

19. General Provisions

19.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, such provision shall be severed and the remaining provisions shall continue in full force and effect.

19.2 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 right or remedy.

19.3 These Terms and Conditions, together with any written confirmation of booking and any specific service details agreed in writing, constitute the entire agreement between the Client and the Company and supersede any prior understandings or arrangements relating to the Services.