Cleaner Stockwell Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Stockwell provides cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, firm or company who makes a booking for cleaning services with Cleaner Stockwell.

Company means Cleaner Stockwell, the provider of cleaning services.

Services means the cleaning services to be supplied by the Company to the Client, as agreed at the time of booking.

Cleaner means any individual or team member engaged by the Company to carry out the Services.

Premises means the property, building or area where the Services are to be provided.

Agreement means the contract between the Company and the Client for the supply of Services in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides domestic and commercial cleaning services, which may include routine cleaning, end of tenancy cleaning, deep cleaning, one-off cleans, and other related services as advertised or discussed at the time of booking.

The exact scope of the Services, including any specific tasks or priorities, will be confirmed during the booking process. The Company will use reasonable endeavours to carry out the Services in accordance with the description agreed with the Client, but reserves the right to adapt methods, equipment and cleaning products where necessary to achieve an appropriate result.

The Services do not include the cleaning or removal of items that may present a health and safety risk, including but not limited to hazardous substances, waste considered clinical or biomedical, infestation, animal or human waste outside normal household conditions, or areas that are structurally unsafe or inaccessible.

3. Booking Process

Bookings for Services must be made directly with the Company by the Client or an authorised representative of the Client. The Client must provide accurate and complete information regarding the Premises, the type of service required, the desired date and time, and any access or parking restrictions.

All bookings are subject to availability. The Company will confirm acceptance of the booking and issue a confirmation setting out the key details of the Services. A binding Agreement is formed only when the booking is confirmed by the Company.

The Client is responsible for ensuring that access to the Premises is available at the agreed time. If the Cleaner is unable to obtain access due to incorrect information, locked doors, absent keys or similar issues caused by the Client, the visit may be treated as a late cancellation and charges may apply.

The Company reserves the right to decline a booking or to cancel a confirmed booking where providing the Services would be unsafe, unlawful, or otherwise unreasonable, including where the Premises are significantly different from the description provided by the Client.

4. Client Obligations

The Client agrees to provide the Company and its Cleaners with safe and reasonable access to the Premises at the agreed time, including suitable parking arrangements where required.

The Client must ensure that electricity, water and, if applicable, heating are available at the Premises during the visit. If these are not available, the Company reserves the right to cancel or curtail the Service and to charge the Client for all or part of the scheduled visit.

The Client is requested to secure or remove valuable, delicate or irreplaceable items prior to the Cleaner attending. If there are items that require special care or are not to be cleaned or moved, the Client must inform the Company in advance of the visit.

The Client is responsible for ensuring that the Premises are free from hazards and that any necessary health and safety information is communicated to the Company prior to the start of the Services.

5. Pricing and Payments

Prices for the Services are provided by the Company at the time of enquiry or booking, based on information supplied by the Client. The Company may provide either a fixed price quote or an estimate. Where the time or extent of work required is significantly greater than reasonably anticipated or described by the Client, the Company may adjust the price and will seek the Client’s agreement before proceeding.

All prices are stated in pounds sterling and are inclusive or exclusive of any applicable taxes as specified at the time of booking. The Company reserves the right to change its standard rates from time to time. Any such changes will not affect confirmed bookings, except where agreed with the Client.

Payment terms will be confirmed at the time of booking. The Company may require payment in advance, at the time of service, or within a specified period after completion of the Service. The Client agrees to pay the full amount due in accordance with the agreed payment terms.

Payments may be made by accepted electronic or card methods, or by any other method specifically agreed between the Company and the Client. Cash payments may be accepted only where expressly agreed in advance. The Client must not make direct payments to the Cleaner unless authorised in writing by the Company.

If any payment is not received by the due date, the Company reserves the right to suspend or cancel future Services and to charge interest or late payment fees in accordance with applicable law. The Client shall also be liable for any reasonable costs incurred by the Company in recovering overdue payments.

6. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice to the Company. Specific notice periods and any applicable charges will be communicated at the time of booking. As a general guideline, cancellations or rescheduling with less than 24 hours notice may result in a cancellation fee up to the full amount of the scheduled visit.

Where the Cleaner attends the Premises and is unable to gain access, or where the visit cannot proceed due to circumstances within the Client’s control, the Company may treat the booking as cancelled on short notice and charge accordingly.

The Company will use reasonable efforts to accommodate requests for rescheduling, but cannot guarantee availability on alternative dates or times.

The Company may cancel or change a booking where necessary due to staff illness, operational reasons, unsafe conditions at the Premises, adverse weather, or other events beyond its reasonable control. In such cases, the Company will offer an alternative appointment where possible. If no suitable alternative can be agreed, the Client will not be charged for the cancelled visit, and any pre-paid amount relating to that visit will be refunded.

7. Service Quality and Complaints

The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as reasonably possible, ideally within 24 hours of the visit, providing reasonable details of the issue.

Where the complaint is justified and relates to the quality or completeness of the cleaning, the Company may, at its discretion, offer to re-attend the Premises to rectify the issue, or provide a partial refund or credit. Any re-clean or remedy will be arranged at a mutually convenient time.

The Company will not be responsible for issues arising from wear and tear, pre-existing damage, poor condition of surfaces or materials, or where the Client has not provided accurate information about the Premises or particular requirements.

8. Access, Keys and Security

If the Client provides keys or access codes to the Premises, the Company will take reasonable care to safeguard them and to ensure that they are used solely for the purpose of providing the Services.

The Client must inform the Company promptly of any changes to locks, alarm codes, or access arrangements that may affect the Cleaner’s ability to gain entry.

The Company does not accept responsibility for any loss or damage arising from faulty or insecure locks, doors, windows or alarm systems at the Premises, or arising from keys and access methods supplied by the Client that have also been provided to others.

9. Liability and Insurance

The Company will exercise reasonable skill and care in providing the Services. The Company maintains insurance cover appropriate to the nature of its activities, including public liability insurance, subject to policy terms, conditions and exclusions.

The Company’s total liability to the Client in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort, negligence or otherwise, shall be limited to the lesser of the value of the particular Service visit during which the event occurred or any lower limit specified under the Company’s applicable insurance policy.

The Company shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of revenue, profit, opportunity or enjoyment, or for any loss arising from pre-existing damage, ordinary wear and tear, or deterioration due to age or condition.

The Company shall not be liable for any loss or damage where the Client has failed to remove or secure valuable or delicate items, has provided incorrect or incomplete information, or has not given reasonable instructions regarding particular items or areas.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.

10. Waste Handling and Environmental Regulations

The Company will comply with relevant UK regulations relating to the handling and disposal of waste generated in the course of providing the Services. Ordinary household and commercial waste produced during cleaning will be placed in the Client’s designated bins or waste containers on site.

The Services do not normally include the removal of waste from the Premises to an external site. Where the Client requests removal of larger volumes of waste, bulky items or materials classed as controlled waste, this must be agreed in advance and may be subject to additional charges and specific legal requirements.

The Company will not handle or dispose of hazardous, clinical, chemical or regulated waste except where it has specifically agreed to do so and holds any required authorisations. The Client is responsible for informing the Company of any such materials present at the Premises.

The Client agrees not to request or require the Company or its Cleaners to undertake any action that would breach applicable environmental, waste management or health and safety regulations.

11. Health and Safety

The Company and its Cleaners will work in a manner that is consistent with applicable health and safety requirements. The Cleaner may refuse to carry out tasks that are considered unsafe, such as working at excessive heights without proper equipment, moving very heavy furniture, or entering areas that appear hazardous.

The Client must inform the Company of any known risks at the Premises, including structural defects, unsafe flooring, electrical hazards, or the presence of substances that may be harmful.

Where pets are present, the Client must ensure they are supervised or secured so as not to interfere with the Cleaner’s work or safety. The Company is not responsible for any pet-related incidents that occur where reasonable precautions have not been taken by the Client.

12. Property Damage and Breakages

If accidental damage or breakage occurs in the course of providing the Services, the Client must report it to the Company as soon as reasonably possible and within a reasonable time after the visit, providing full details and, where requested, supporting evidence.

The Company will investigate the incident and, where the damage is clearly attributable to the actions of the Cleaner and not to pre-existing defects or wear and tear, will consider appropriate remedies, which may include repair, replacement, or reasonable compensation, subject to the limitations of liability set out in these Terms and Conditions and in the Company’s insurance policies.

The Company is not responsible for the deterioration of items that may be adversely affected by standard cleaning methods where the Client has not notified the Company of special care requirements in advance.

13. Personal Data and Confidentiality

The Company will handle personal information provided by the Client in accordance with applicable data protection laws. Personal details will be used to manage bookings, provide Services, process payments, and handle any enquiries or complaints.

The Company will take reasonable steps to keep Client information confidential and secure, and will not disclose such information to third parties except where necessary to deliver the Services, comply with a legal obligation, or with the Client’s consent.

14. Changes to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to the Client and will apply to new bookings made after that date. Existing bookings will continue to be governed by the Terms and Conditions in place at the time of booking, unless otherwise agreed.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any Agreement between the Client and the Company, shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with the Services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

16. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking or service description provided by the Company, constitute the entire agreement between the Client and the Company relating to the provision of Services and supersede any prior discussions, correspondence or understandings.

No variation of these Terms and Conditions shall be binding unless agreed in writing by the Company. The failure of the Company to enforce any right or provision under these Terms and Conditions shall not constitute a waiver of that right or provision.