Kingston upon Thames Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Kingston upon Thames Cleaners provides cleaning and related services to residential and commercial clients. By making a booking, using our services, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means any individual, company or organisation requesting or receiving services from Kingston upon Thames Cleaners.
Company means Kingston upon Thames Cleaners, including its staff, contractors and representatives.
Services means any cleaning, housekeeping or related work provided by the Company, including but not limited to regular domestic cleaning, one off cleans, end of tenancy cleaning, office cleaning and specialist cleaning services.
Premises means the property or location at which the Services are to be provided.
Operative means any cleaner, team member, contractor or representative of the Company assigned to deliver the Services.
2. Scope of Services
The Company provides general and specialist cleaning services within its service area, which includes Kingston upon Thames and surrounding locations. The exact nature of the Services to be provided, including tasks, frequency, and duration, will be agreed with the Client at the time of booking. Any descriptions given by the Company are for guidance and do not form a strict specification unless expressly confirmed in writing.
The Company reserves the right to refuse or discontinue Services where Premises are unsafe, insanitary, or where the health and safety of Operatives may be at risk. In such circumstances, the Client may still be liable for a call out or cancellation fee, as set out in these Terms and Conditions.
3. Booking Process
3.1 Bookings may be made by the Client through the Companys accepted communication channels. By requesting a booking, the Client confirms that they have authority to do so in respect of the Premises.
3.2 The Company will confirm the booking details, including the type of Service, estimated duration, date and time, and applicable rates. A booking is only considered accepted when the Company issues a confirmation.
3.3 The Client must provide accurate information regarding the size and condition of the Premises, specific requirements, access arrangements, and any known risks or hazards. The Company may adjust pricing or refuse Service if the information provided is incomplete or misleading.
3.4 For end of tenancy, deep cleans, and other extensive Services, the Company may require a pre service assessment or additional questions to determine the appropriate resources and time required.
4. Access to Premises
4.1 The Client is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arrangements for keys, entry codes, parking permissions, and any concierge or building access requirements.
4.2 If Operatives are unable to gain access to the Premises at the agreed time, waiting time, an aborted visit fee, or a cancellation charge may apply. The Company is not responsible for delays or failure to perform Services where access is not provided by the Client.
4.3 Where keys are provided, the Company will take reasonable care of them and will store and transport them securely. The Companys liability for loss of keys or key fobs is limited as set out in the liability section below.
5. Client Obligations
5.1 The Client must ensure that the Premises are safe for work and comply with relevant health and safety regulations. Any fragile, valuable or irreplaceable items should be moved or clearly identified to Operatives in advance.
5.2 The Client must ensure that operable utilities, including electricity and water, are available at the Premises for the duration of the Service. Where required, the Client must also provide access to sinks, bathrooms and waste disposal facilities.
5.3 The Client must inform the Company in advance of any allergies, sensitivities or restrictions relating to cleaning products or methods, so that appropriate alternatives can be discussed. In the absence of such information, the Company will use standard cleaning products and methods at its discretion.
5.4 Children, pets and other occupants should be appropriately supervised during the provision of Services. The Company is not responsible for injury, escape or damage involving pets or children who are not safely controlled during the visit.
6. Pricing and Payments
6.1 The Company will provide pricing information prior to confirming a booking. Prices may be based on hourly rates, fixed package charges, or a combination, depending on the nature of the Service.
6.2 Unless otherwise stated, all prices are expressed in pounds sterling and are inclusive or exclusive of applicable taxes as specified by the Company at the time of booking.
6.3 The Company reserves the right to update its rates periodically. Any rate changes will be communicated to regular Clients in advance and will not affect existing confirmed bookings unless otherwise agreed.
6.4 Payment terms will be communicated at the time of booking. The Company may require payment in advance, on the day of Service, or on invoice with defined payment terms. Accepted payment methods will be specified by the Company.
6.5 Where payment is not received by the due date, the Company may charge interest on overdue amounts and may suspend further Services until payment is received in full. The Client will be responsible for all reasonable costs of debt collection arising from non payment.
7. Deposits
7.1 For certain Services, including but not limited to end of tenancy cleaning and large one off cleans, the Company may require a deposit to secure the booking.
7.2 The deposit amount and due date will be confirmed at the time of booking. Deposits may be non refundable in full or in part if the Client cancels or significantly amends the booking, as set out in the cancellation terms below.
8. Cancellations and Amendments
8.1 The Client may cancel or reschedule a booking by providing notice through the Companys accepted communication channels.
8.2 For standard regular cleaning appointments, the Company may require a minimum cancellation notice period. Where the Client fails to provide sufficient notice, a cancellation charge or a minimum call out fee may be applied.
8.3 For one off, deep cleans, and end of tenancy Services, longer notice periods may apply due to the advanced scheduling and resource allocation involved. The applicable notice period and cancellation terms will be communicated at the time of booking.
8.4 The Company reserves the right to cancel or reschedule a booking where necessary due to staff sickness, operational issues, or circumstances beyond its reasonable control. The Company will notify the Client as soon as reasonably possible and will seek to offer an alternative appointment. The Company will not be liable for any loss or damage arising from such cancellation or rescheduling.
9. Service Standards and Complaints
9.1 The Company aims to provide Services with reasonable skill and care, consistent with typical standards for cleaning services in the local area.
9.2 If the Client is dissatisfied with any aspect of the Service, they must notify the Company promptly, typically within 24 hours of completion of the visit for standard Services and within a reasonable period for larger projects. The Company may request photographs or further information to assess the issue.
9.3 Where the Company reasonably accepts that the Service has not been provided as agreed, it may at its discretion arrange a re clean of the relevant areas or offer a partial refund. This will be the Clients sole and exclusive remedy in respect of any dissatisfaction, subject to the limitation of liability provisions below.
10. Liability and Insurance
10.1 The Company will maintain appropriate public liability insurance in connection with its Services. Details of cover are available on request.
10.2 The Company will take reasonable care when providing Services. However, the Companys total liability to the Client for any loss, damage or claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total fees paid by the Client for the specific Service giving rise to the claim.
10.3 The Company shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising from the provision or non provision of the Services.
10.4 The Company shall not be liable for normal wear and tear, pre existing damage, or deterioration resulting from the Services being carried out on items or surfaces that are old, fragile, improperly maintained, or unsuitable for standard cleaning methods and materials.
10.5 The Client must notify the Company in writing of any alleged damage or loss as soon as reasonably practicable and in any event within seven days of the relevant Service. The Client must allow the Company and its insurers access to inspect any alleged damage.
10.6 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be limited or excluded.
11. Waste Handling and Environmental Compliance
11.1 The Company complies with applicable waste management and environmental regulations when handling and disposing of waste generated during the provision of Services.
11.2 Standard household waste, dust and debris arising from typical cleaning tasks may be bagged and left in the Clients usual refuse area unless otherwise agreed. The Client remains responsible for arranging regular refuse collection from their property.
11.3 The Company is not licensed to remove and transport certain categories of controlled or hazardous waste. This includes but is not limited to medical waste, sharps, asbestos, chemical waste, paint, oils, and certain electrical items. The Client is responsible for arranging appropriate specialist disposal of such materials.
11.4 Where the Company agrees to remove limited non hazardous waste from the Premises as part of the Service, this will be subject to prior agreement and may incur additional charges.
11.5 The Client must inform the Company in advance of any known hazardous materials at the Premises. The Company may refuse to handle or clean areas or items that present an unreasonable risk to health, safety or the environment.
12. Property and Security
12.1 Operatives will not be responsible for the security of the Premises once they have left at the end of the visit. The Client is responsible for ensuring that doors and windows are locked and that alarms or other security systems are set, except where alternative arrangements are expressly agreed.
12.2 The Client is advised to store cash, jewellery and other valuables securely during visits. The Company does not accept responsibility for alleged loss of such items unless there is clear evidence of Company fault.
13. Use of Cleaning Products and Equipment
13.1 The Company may use its own cleaning products and equipment or the Clients, as agreed at the time of booking.
13.2 Where the Client requests the use of specific products or equipment supplied by the Client, the Company will not be liable for any damage or unsatisfactory results arising from their use, provided they have been used in accordance with the instructions supplied.
14. Health and Safety
14.1 The Company takes health and safety seriously and will comply with applicable legislation and guidance. Operatives are instructed not to undertake any task that they consider unsafe.
14.2 Operatives will not climb on furniture, use non standard ladders, or perform tasks at excessive height. Exterior cleaning or work at height may require specialist arrangements and may not be included in standard Services.
15. Force Majeure
15.1 The Company shall not be in breach of these Terms and Conditions nor liable for any delay or failure to perform any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include extreme weather, public transport disruptions, strikes, pandemics, or emergency situations.
16. Privacy and Data Protection
16.1 The Company will handle personal data in accordance with applicable data protection legislation. Personal details provided by the Client will be used for the purpose of managing bookings, providing Services, and handling enquiries, and may be retained for administrative and legal purposes.
17. Amendments to Terms and Conditions
17.1 The Company may update these Terms and Conditions from time to time. The latest version will apply to all new bookings and to ongoing Services after the date on which the updated Terms and Conditions are communicated or made reasonably available to the Client.
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 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 or the Services, including any non contractual disputes or claims.
By making a booking or allowing the Services to proceed, the Client confirms that they have read, understood and agreed to these Terms and Conditions.
