Cleaners Stockwell Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Cleaners Stockwell to you as a customer. By 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.

Customer means any individual or business who requests or receives cleaning services from Cleaners Stockwell.

Company means Cleaners Stockwell, the provider of cleaning services.

Services means domestic or commercial cleaning and any related services provided by the Company as agreed with the Customer.

Cleaner means any individual or team assigned by the Company to perform the Services.

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

Agreement means the contract between the Company and the Customer incorporating these Terms and Conditions.

2. Scope of Services

The Company provides cleaning services within its service area, including Stockwell and surrounding districts, as specified by the Company from time to time. The specific scope of the Services will be agreed at the time of booking and may include regular domestic cleaning, end of tenancy cleaning, deep cleaning, commercial cleaning and other related services offered by the Company.

The Company reserves the right to refuse any service request that falls outside its standard scope of work, is unsafe, or is not reasonably practicable. The Company does not undertake any tasks that may endanger the health or safety of the Cleaner, including but not limited to moving excessively heavy furniture, working at unsafe heights, or handling hazardous substances outside normal household cleaners.

3. Booking Process

Bookings may be made by the Customer through the Company’s accepted communication channels as advised on its official materials. When making a booking, the Customer must provide accurate and complete information, including the address of the Premises, type of service required, approximate size and condition of the Premises, preferred dates and times, and any special requirements.

All bookings are subject to availability and are not confirmed until the Company has expressly accepted the booking and provided a confirmation. The Company may request additional information before confirming a booking to ensure the service is suitable and correctly priced.

By requesting a booking, the Customer confirms that they have the authority to enter into this Agreement in respect of the Premises and that there are no restrictions preventing the Company or its Cleaners from accessing and performing the Services.

For regular cleaning services, the Customer may agree a recurring schedule with the Company. Any changes to the schedule, including temporary suspensions, must be arranged in accordance with the cancellation and amendment terms set out in these Terms and Conditions.

4. Access to the Premises

The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed time. This may include arranging for someone to be present to provide access or providing suitable keys or access codes in advance.

If keys are provided, the Customer confirms that these are correctly labelled and will enable reasonable and safe access. The Company will take reasonable care to safeguard any keys but will not be responsible for pre existing security issues or for any loss arising from inaccurate information supplied by the Customer.

If the Cleaner is unable to gain access to the Premises at the agreed time, the Company may treat the visit as a late cancellation and apply the relevant charges as set out in the cancellation section.

5. Customer Obligations

The Customer agrees to provide a safe working environment for the Cleaner, including running water, electricity, adequate lighting and ventilation. The Customer must advise the Company of any potential risks or special requirements relating to the Premises, such as alarms, pets, security systems, delicate surfaces or items of high value.

The Customer is responsible for securing or removing any items of sentimental or high monetary value prior to the commencement of the Services. The Company will not be liable for normal wear and tear or for pre existing damage, defects or staining that cannot be removed or remedied through reasonable cleaning efforts.

The Customer must not directly instruct the Cleaner to undertake tasks that fall outside the agreed scope of Services or that are unsafe. Any changes to the scope must be agreed with the Company, who may adjust the fee accordingly.

6. Cleaning Standards and Limitations

The Company aims to deliver Services with reasonable care and skill and to meet commonly accepted standards for professional cleaning. However, the effectiveness of cleaning may be limited by factors such as age and condition of surfaces, pre existing damage, heavy staining, accumulated grime, ventilation, and the suitability of materials at the Premises.

While Cleaners will make reasonable efforts to achieve a high standard, the Company does not guarantee that all stains, marks or odours will be fully removed, particularly where these are old, permanent or due to material damage rather than surface dirt.

The Company will not be responsible for damage arising from the use of cleaning products supplied by the Customer or from instructions given by the Customer that differ from the Company’s recommended methods.

7. Payments and Pricing

Service prices are set by the Company and may be based on hourly rates, fixed package rates, or a combination of both, as communicated to the Customer at the time of booking. All prices are quoted in pounds sterling and may be subject to applicable taxes or surcharges as required by law.

Unless otherwise agreed in writing, payment is due on completion of the Services or in advance of the visit, according to the payment method agreed between the Customer and the Company. Accepted payment methods may include card payments, bank transfers or other methods specified by the Company from time to time.

For regular services, the Company may require ongoing payments on a weekly, fortnightly or monthly basis, or payment in advance for a block of visits. The Customer authorises the Company to collect payment using the agreed payment method for each scheduled visit.

If payment is not received on time, the Company reserves the right to suspend or cancel scheduled Services until the outstanding balance is settled. The Company may also charge reasonable late payment fees or interest as permitted by applicable law.

8. Cancellations, Rescheduling and No Show Policy

The Customer may cancel or reschedule a booking by giving the Company sufficient notice. Unless otherwise stated, the minimum notice period is 24 hours before the scheduled start time.

If the Customer cancels or reschedules with less than the minimum notice period, the Company may charge a late cancellation fee, which may be up to the full amount of the scheduled service. This is to cover the Cleaner’s reserved time and associated costs.

If the Cleaner cannot access the Premises at the scheduled time, or if the visit is refused without valid reason, the Company may treat this as a late cancellation and apply the relevant fee.

The Company will make reasonable efforts to attend the Premises at the agreed time. However, in cases of emergencies, severe weather, transport issues or other circumstances beyond the Company’s control, the Company may need to cancel or amend a booking. In such cases, the Company will contact the Customer as soon as reasonably possible to rearrange the visit. No cancellation fee will apply where the Company cancels the service due to such circumstances.

9. Complaints and Service Issues

The Company aims to provide a reliable and professional service. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and in any event within 24 hours of the service for one off visits or within a reasonable time for regular contracts.

Upon receiving a complaint, the Company may request further information and, if appropriate, may arrange for a Cleaner to revisit the Premises to inspect or rectify the issue, where reasonably possible. Any such revisit is at the discretion of the Company and will be considered in light of the nature of the complaint, the condition of the Premises and the scope of the original service.

10. Liability and Insurance

The Company will exercise reasonable care in selecting Cleaners and in providing the Services. The Company maintains appropriate insurance in accordance with industry standards and applicable law. Details of insurance cover are available on request.

The Company’s liability for any loss, damage or expense arising from or in connection with the Services, whether in contract, tort including negligence or otherwise, shall be limited to the lesser of the cost of re performing the relevant Services or the direct cost of repair or replacement of damaged property, subject to a reasonable maximum amount.

The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, whether arising from delays, service interruptions, or alleged service deficiencies.

The Company will not be responsible for damage or loss that arises from pre existing defects or wear and tear, the use of products supplied by the Customer, inaccurate instructions or information given by the Customer, or any event beyond the Company’s reasonable control.

11. Waste Handling and Environmental Regulations

The Company will dispose of normal domestic cleaning waste generated as a direct result of the Services in accordance with relevant UK waste and environmental regulations. This typically includes household dust, minor debris and used cleaning materials that can be disposed of using the Customer’s regular household waste systems.

The Company does not provide specialist waste removal services and will not handle or remove hazardous waste, including but not limited to clinical waste, needles, chemical containers, asbestos, or any waste that requires specialist treatment or licensing. If such waste is encountered, the Cleaner may refuse to proceed with part or all of the Services until the waste has been safely removed by an authorised party.

The Customer is responsible for informing the Company of any known hazardous materials or contamination at the Premises that might affect the safe performance of the Services. The Company reserves the right to refuse or discontinue work where environmental or safety concerns arise.

12. Health and Safety

The Company is committed to maintaining a safe working environment for both Customers and Cleaners. Cleaners are required to follow reasonable health and safety procedures, including the appropriate use of cleaning products, equipment and personal protective equipment where necessary.

The Customer agrees not to request or require the Cleaner to use unsafe methods, equipment or products. The Customer must ensure that any equipment or products they provide are in good condition, used according to instructions and safe for the surfaces and conditions at the Premises.

13. Personal Data and Confidentiality

The Company will process personal data provided by the Customer in accordance with applicable UK data protection laws. Personal information will be used only to manage bookings, deliver the Services, process payments, handle customer queries and comply with legal obligations.

The Company will take reasonable measures to keep Customer information secure and confidential and will not share personal data with third parties except where necessary to provide the Services, process payments, or where required by law.

14. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or the Company’s services. The latest version will apply to all new bookings and to ongoing services after reasonable notice has been given to the Customer.

Continued use of the Services after any changes take effect will constitute 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 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, the Services, or their subject matter or formation.

16. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, 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 constitute a waiver of that or any other right or remedy. A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent breach.

These Terms and Conditions, together with any written service confirmation or schedule, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or representations.