Terms and Conditions for Cleaners Kingstonuponthames

These Terms and Conditions set out the basis on which cleaning services in Kingston upon Thames are provided by the service provider to the customer. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. The purpose of this document is to create a clear understanding of how bookings are arranged, how payment is handled, what happens if plans change, and how liability is limited. These Terms and Conditions apply to domestic and commercial cleaning services unless a separate written agreement states otherwise.

The service provider aims to deliver a reliable and professional Kingston upon Thames cleaners service, but the exact scope of work will depend on the booking, the condition of the premises, and any specific instructions given in advance. Customers are expected to provide accurate information when requesting a quotation or making a booking. If the information supplied changes before the appointment, the customer must notify the service provider promptly so that the work can be assessed correctly.

For the avoidance of doubt, these terms do not create any obligation to accept every request. The service provider may decline, reschedule, or cancel a booking where access is unsafe, where the requested work is outside the normal scope of cleaning services, or where any legal, operational, or health and safety concern makes the work unsuitable. Any reference to Cleaners Kingston upon Thames in this document is descriptive only and does not change the general application of the terms.

Booking Process

Bookings may be made by telephone, email, online form, or any other method offered by the service provider from time to time. A booking request is an invitation to treat and does not become binding until it has been accepted and confirmed. Confirmation may be issued verbally or in writing and may include the date, approximate arrival time, estimated duration, service type, and price basis. The customer should review all details carefully and report any errors immediately.

When requesting a service from cleaners Kingston upon Thames, the customer must provide full and accurate details about the property, the tasks required, parking restrictions, access arrangements, pets, hazards, and any fragile or valuable items that may need special care. If the premises are not as described, the service provider may adjust the quotation, revise the schedule, or refuse to continue if the situation makes the work impractical or unsafe. Additional charges may apply where the work takes longer than expected because of inaccurate information or changed circumstances.

The service provider may offer one-off cleaning, regular cleaning, end-of-tenancy cleaning, deep cleaning, or other specialist services. Any special requests must be agreed in advance. Unless expressly included, services such as carpet extraction, mould treatment, biohazard removal, pest-related cleaning, or heavy lifting are excluded. The customer should ensure that the property is ready for cleaning, with reasonable access to all areas to be cleaned and with appropriate electricity and water supply available if required.

If the customer has a preferred cleaner, specific cleaning products, or a time-sensitive schedule, these preferences should be made clear at the booking stage. The service provider will try to accommodate reasonable requests but cannot guarantee that every preference will be met. Arrival times are estimates rather than guarantees, particularly where traffic, weather, access issues, or an earlier appointment affects scheduling. If a delay occurs, the service provider will aim to notify the customer as soon as reasonably practicable.

Payments and Charges

Prices may be quoted on an hourly basis, as a fixed fee, or according to a bespoke estimate depending on the nature of the job. All prices are usually shown in pounds sterling and, unless stated otherwise, may be subject to applicable taxes. The customer agrees to pay all valid charges connected with the agreed service, including any additional time or materials that were pre-approved or reasonably necessary because of the condition of the property. Any discount or promotional offer is subject to the terms applying to that offer and may be withdrawn or changed at any time before booking confirmation.

Payment is due at the time specified in the booking confirmation or invoice. The service provider may request a deposit, upfront payment, or immediate payment upon completion. Where payment is collected after service, the customer must settle the invoice without delay and no later than the stated due date. The service provider may suspend further appointments, withhold future bookings, or take recovery action if payment is not received on time. Any bank charges, failed payment fees, or reasonable costs incurred while recovering overdue sums may be passed on to the customer where permitted by law.

Where an estimate has been given rather than a fixed price, it is based on the information available at the time of quotation. If the actual work differs materially from the estimate because the property is larger, more heavily soiled, more cluttered, or otherwise different from what was described, the final charge may be adjusted accordingly. The service provider will normally explain the reason for any increase before the work continues. Customers are responsible for ensuring that they understand whether the price is fixed, estimated, or subject to review after inspection.

Payment methods may include bank transfer, card payment, cash, or another accepted method. The service provider may refuse certain payment methods at its discretion. Receipts or invoices will be issued where appropriate. It is the customer’s responsibility to ensure that payment is made from a legitimate source and that all billing details are correct. If a third party pays on the customer’s behalf, the customer remains responsible for the contract unless the service provider has expressly agreed otherwise in writing.

Cancellations, Rescheduling, and Access

The customer may cancel or reschedule a booking by giving reasonable notice. If notice is provided within the timeframe stated at booking or, if no timeframe is stated, within a reasonable period before the appointment, any deposit may be transferred or refunded according to the cancellation rules communicated at the time of booking. Late cancellations, failed access, or situations where the cleaner is unable to start the work may result in a call-out charge, loss of deposit, or payment for time already spent travelling or waiting, where permitted by law.

If the customer is not present, the customer must ensure that access arrangements are clearly agreed in advance. The service provider is not responsible for delays caused by missing keys, incorrect entry codes, locked premises, unavailable parking, or any other obstacle preventing access. If access cannot be gained at the scheduled time, the appointment may be treated as cancelled by the customer. The service provider may also leave the premises if there is a safety concern, hostility, or a material breach of these terms.

In the event that the service provider needs to cancel or reschedule, reasonable efforts will be made to give notice and offer an alternative time. However, the service provider shall not be liable for cancellation or delay caused by circumstances beyond reasonable control, including severe weather, transport disruption, staff illness, equipment failure, or supply shortages. Where possible, the service provider will make a fair effort to rebook the appointment or provide a substitute operative.

Liability, Damage, and Complaints

The service provider will take reasonable care and skill when carrying out cleaning services. However, the customer acknowledges that cleaning work can involve moving items, using chemical products, and working around surfaces that are already worn, delicate, or damaged. The service provider is not liable for pre-existing defects, hidden damage, wear and tear, or deterioration that occurs because materials are old, fragile, incorrectly fitted, or not suitable for cleaning. Customers should remove or secure valuables, cash, jewellery, and irreplaceable items before the service begins.

If damage is caused by proven negligence of the service provider, the customer must notify the service provider as soon as reasonably possible and in any event within a reasonable time after discovery. The customer should provide photographs, a description of the incident, and access to inspect the alleged damage if requested. The service provider may investigate the matter, seek independent assessment, or offer repair, replacement, or compensation at its discretion where appropriate and lawful. Liability for any claim will be limited to the total amount paid or payable for the relevant service, except where such limitation is not permitted by law.

The service provider will not be responsible for indirect loss, loss of profit, loss of business, consequential damage, or loss arising from failure to follow aftercare instructions, misuse of cleaning products, or the customer’s failure to disclose relevant information. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Complaints should be raised promptly so that a fair review can be carried out while the facts are still fresh.

Waste Regulations, Health and Safety, and Property Conditions

The customer is responsible for ensuring that the property complies with applicable waste and disposal rules before, during, and after the service. The service provider will not remove, transport, or dispose of regulated waste unless this has been expressly agreed in advance and is lawful to do so. Regulated waste may include hazardous materials, sharps, bodily fluids, chemicals, asbestos-related debris, clinical waste, and items that require a specialist licensed handler. Where such materials are present, the customer must inform the service provider before booking.

Any cleaning waste created during the service, such as vacuum contents, dust, or non-hazardous refuse, may be bagged and placed in the customer’s designated bins if instructed and if local disposal arrangements permit. The service provider is not responsible for providing waste removal services unless agreed separately. The customer must ensure that waste storage areas are safe, accessible, and suitable. If the property contains mould, infestation, blood, faecal matter, or other high-risk contamination, the service provider may refuse the work or require a specialist service due to health and safety obligations.

The customer must maintain a safe working environment. This includes keeping children and pets away from active work areas where reasonably necessary, warning the service provider of slippery floors, unstable furniture, exposed wiring, or broken glass, and ensuring that any chemical products left on the premises are clearly labelled. The service provider may pause or stop work if a hazard is discovered. If the service provider reasonably believes the premises are unsafe or that legal disposal rules would be breached, the service may be suspended without liability to the service provider.

Personal Property, Confidentiality, and Data

The service provider may need to handle household items during the course of cleaning, but will not normally inspect personal documents or private materials. Any information obtained in the course of providing the service will be treated as confidential and used only for the purposes of delivering the cleaning contract, handling payment, managing scheduling, or complying with legal obligations. The service provider will take reasonable steps to protect personal data and to use it in line with applicable data protection law.

The customer agrees not to ask the service provider to use unlawful methods, unsafe products, or prohibited disposal practices. If the customer requests the handling of items that appear suspicious, hazardous, or illegal, the service provider may refuse and may notify the relevant authorities where required by law. The customer also agrees that the service provider may take and retain reasonable records relating to bookings, invoices, attendance, and complaints for administrative and legal purposes.

Termination, Variations, and Governing Law

Either party may end an ongoing recurring arrangement by giving the notice period agreed in the booking terms or, if no period is stated, reasonable notice. The service provider may terminate immediately if the customer breaches these terms, fails to pay, repeatedly prevents access, creates unsafe conditions, or behaves abusively toward staff. Any variation to these Terms and Conditions must be agreed in writing or clearly confirmed by the service provider. If any part of these terms is found unenforceable, the remaining provisions will continue to apply.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from the contract will be dealt with by the courts of England and Wales, unless the parties agree to an alternative lawful method of resolution. The customer’s statutory rights are not affected. By proceeding with a booking for cleaners Kingston upon Thames, the customer confirms that they have read, understood, and agreed to these terms and that the information provided is accurate to the best of their knowledge.