Kingston Upon Thames Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Kingston Upon Thames Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these conditions, which are designed to clarify how appointments are arranged, how payments are handled, what happens if plans change, and where responsibility lies if something goes wrong. They apply to standard cleaning appointments, one-off services, recurring cleaning arrangements, and any related cleaning tasks agreed in writing before the visit.

For the purposes of these terms, “we”, “us”, and “our” refer to Kingston Upon Thames Cleaners, and “you” or “the customer” refers to the person or business requesting the service. These terms should be read together with any written quotation, booking confirmation, or service notes that may apply to a particular appointment. If there is any conflict between these terms and a written confirmation, the written confirmation will usually take priority for that specific booking.

We aim to provide a clear and professional cleaning service, but the exact scope of work depends on what was booked, the condition of the premises, and the time available. Kingston Upon Thames Cleaners reserves the right to refuse work that is unsafe, unlawful, or outside the agreed service scope. Nothing in these terms affects your statutory rights as a consumer under UK law.

Bookings may be made by telephone, email, online form, or any other method that we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment. The booking confirmation will normally include the date, approximate arrival window, type of service, and any special instructions provided by the customer.

It is your responsibility to provide accurate information when booking, including access details, property size, parking restrictions, security requirements, and any known hazards. If the information provided is incomplete or incorrect, the service may be delayed, amended, or charged at a revised rate. The customer must ensure that a responsible adult is present, or that access arrangements have been agreed in advance.

We may ask for photographs, a survey, or additional details before accepting a larger or specialist job. This is especially important where the work involves heavy soiling, post-tenant cleaning, delicate surfaces, or a need for specific equipment. Where a booking is accepted on the basis of inaccurate information, Kingston Upon Thames Cleaners may adjust the price, shorten the scope, or cancel the booking if the service cannot reasonably be completed as expected.

Prices are normally quoted in advance and are based on the information supplied at the time of booking. Unless otherwise stated, quotes are estimates and may be revised if the actual condition, size, or complexity of the work differs from the description provided. Additional time, materials, specialist treatment, or extra labour may result in further charges.

Payments are due according to the method and timetable stated in the booking confirmation or invoice. We may request payment in full before the appointment, on completion, or by a recurring billing arrangement for regular services. Accepted payment methods may include bank transfer, card payment, or other approved methods notified to you in writing. All invoices must be paid in full within the period stated on the invoice unless a different arrangement has been agreed in advance.

Late payments may lead to the suspension of future bookings, and any reasonable costs incurred in recovering overdue sums may be added to the amount due where permitted by law. We may also charge interest on overdue amounts at the statutory rate if a business customer fails to pay on time. If a payment is reversed, declined, or disputed without good reason, we reserve the right to charge an administration fee and to recover any related bank or processing costs.

Cancellations and changes must be notified as early as possible. For standard appointments, we ask for at least 48 hours’ notice where practical. If you cancel within a shorter period, fail to provide access, or are not available at the agreed time, a cancellation fee may apply. The fee will normally reflect any costs already incurred, including staff time, travel, or third-party expenses.

If we need to cancel or rearrange a booking because of illness, extreme weather, equipment failure, staff unavailability, or any other reason beyond our reasonable control, we will try to offer an alternative date. We are not responsible for indirect losses arising from a rescheduled appointment, provided we act reasonably and communicate the change promptly. For recurring Kingston Upon Thames cleaning services, either party may end the arrangement by giving the notice stated in the booking confirmation or invoice schedule.

Where a customer repeatedly cancels at short notice or fails to provide access, we may decline future work or require prepayment for later bookings. This is intended to protect scheduling capacity and ensure that Kingston Upon Thames cleaners can allocate staff fairly across all clients. Any prepaid amount will be refunded only where required by law or where we agree that no charge is justified.

Our team will take reasonable care when carrying out the service, but the customer remains responsible for securing valuables, removing cash and documents, and advising us of fragile items, defects, or sensitive areas. We are not responsible for pre-existing damage, wear and tear, hidden defects, or deterioration caused by unsuitable materials or poor maintenance. If an item is especially valuable, antique, irreplaceable, or delicate, it should be disclosed in advance so that the appropriate precautions can be considered.

We will not be liable for loss or damage unless it is caused by our negligence or breach of contract, and our liability will be limited to the reasonable cost of repair or replacement, subject to the value of the item and the circumstances of the claim. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law. Nothing in these terms limits your rights where the Consumer Rights Act 2015 applies.

Any complaint about damage, missing items, or inadequate service should be raised as soon as reasonably possible after the appointment. We may ask for photographs, receipts, or other evidence so that the issue can be assessed fairly. If we agree that a problem was caused by our team, we may offer a re-clean, a partial refund, or another reasonable remedy, depending on the circumstances and the extent of the issue.

Where waste is removed as part of a cleaning service, it will be handled in accordance with applicable UK waste regulations and local disposal requirements. Customers must not ask us to remove controlled, hazardous, illegal, or harmful materials unless this has been expressly agreed and the relevant legal and safety arrangements are in place. Examples may include asbestos, clinical waste, needles, chemicals, solvents, paint, batteries, or other regulated items.

If waste is generated during the service, the customer is responsible for ensuring that it may lawfully be disposed of in the manner requested. We may separate, bag, or gather waste where agreed, but we are not a specialist waste carrier unless stated otherwise in writing. Any disposal we undertake will be limited to ordinary domestic or commercial waste that can be lawfully handled under the relevant regulations and site rules.

We reserve the right to refuse to move, open, or dispose of items that could create a health and safety risk or breach waste legislation. If a property contains hazardous or contaminated materials, the customer must notify us before the appointment. Should we discover such materials during a visit, we may stop work immediately, leave the premises, and charge for time already spent where appropriate. Kingston Upon Thames Cleaning services must always operate lawfully, and the customer agrees not to request any action that would put staff or the public at risk.

Customers must provide a safe working environment, including adequate lighting, reasonable access, water, electricity, and any other facilities needed for the service. If our staff believe the premises are unsafe, unsanitary beyond the agreed scope, or exposed to unacceptable risk, they may pause or withdraw from the appointment. In such cases, the customer may still be charged for the time spent and any travel or preparation costs already incurred.

We may use approved subcontractors or temporary staff where necessary to fulfil a booking, but we remain responsible for the service as described in these terms, subject to any specific written agreement. Any personnel provided will act with reasonable skill and care, and we may replace staff members at our discretion to manage scheduling, leave, or operational needs. Our team may refuse to carry out tasks that involve undue strain, unsafe lifting, or the handling of prohibited substances.

Any property access codes, alarm instructions, keys, or similar items entrusted to us will be handled with reasonable care and returned or managed according to the agreed procedure. The customer is responsible for making sure that security systems are correctly disarmed or that instructions are sufficient for entry. We are not liable for delays caused by access failures, incorrect codes, or the absence of a person able to authorise entry.

We may update these Terms and Conditions from time to time to reflect legal, operational, or service changes. The version in force at the time of booking will normally apply to that booking, unless a later change is required by law or is otherwise agreed in writing. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions for Kingston Upon Thames cleaners.

In summary, our service is designed to be straightforward, transparent, and fair. We ask customers to provide accurate booking information, pay on time, give reasonable notice of cancellations, and help us maintain a safe working environment. In return, Kingston Upon Thames Cleaners will provide cleaning services with reasonable care and skill, within the agreed scope, and in accordance with applicable UK law.