Richmonduponthames Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmonduponthames Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms in full. If any term is unclear, the customer should review it carefully before confirming a service request. These terms are designed to create a fair, practical, and transparent relationship between the customer and the cleaning provider.

The use of the phrases Richmond upon Thames cleaner, Richmonduponthames cleaning services, Richmond cleaning company, and similar wording in this document refers to the same service provider. These terms apply to one-off cleans, regular cleaning visits, deep cleaning appointments, end-of-tenancy cleans, and any other domestic or business cleaning service agreed in advance. Unless otherwise stated, all services are subject to availability and acceptance by the provider.

The customer must ensure that all information supplied when requesting a service is accurate and complete. This includes property type, access details, parking restrictions, pet information, and any special cleaning requirements. If inaccurate information is given, the service may need to be amended, rescheduled, or charged differently. Failure to provide relevant information may also affect the quality and scope of the cleaning service delivered.

1. Booking Process

Bookings for Richmonduponthames Cleaner services may be made by agreeing a date, time, service type, and property details in advance. A booking is only confirmed once the provider has accepted the request and, where required, a deposit or prepayment has been received. The provider may decline any booking at its discretion, particularly where the requested service cannot reasonably be delivered within the available time or conditions.

When arranging a cleaning appointment, the customer should specify the exact tasks required. For example, a standard clean, deep clean, or specialist cleaning service may involve different labour levels, materials, and time estimates. If the scope changes after confirmation, the provider may revise the price or duration. Any quote given before the visit is based on the information supplied by the customer and may be adjusted if the actual condition of the premises differs significantly from what was described.

In some cases, the provider may need to inspect the property or ask for photographs before confirming a service. This is especially likely for larger properties, specialist cleans, or jobs involving heavy soiling, delicate surfaces, or unusual access needs. Customers must allow reasonable access on the agreed date and time. If access is not provided, the appointment may be treated as a late cancellation or a missed visit.

2. Payments and Charges

The customer agrees to pay all applicable fees for the booked service, including any agreed extras, added labour time, or additional materials that are necessary to complete the work. Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment terms will be confirmed at the time of booking, and the provider may require full payment in advance or payment upon completion, depending on the service type.

If a deposit is requested, it secures the appointment and may be non-refundable unless the provider cancels the service or agrees otherwise in writing. Where payment is due on completion, the customer must settle the invoice promptly. The provider may charge a reasonable fee for overdue payments and may suspend future services until all outstanding balances are paid. In the event of disputed charges, the customer should raise the issue as soon as reasonably possible so it can be reviewed.

Any quote or estimate issued by the Richmond cleaner team is based on the information provided before the job begins. Estimates are not fixed prices unless expressly stated. If the cleaning takes longer because of unexpected conditions, inaccessible areas, excessive build-up, or extra requested tasks, additional charges may apply. Where possible, the customer will be informed before extra charges are incurred.

3. Cancellations, Rescheduling and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated at the time of booking, the provider may require at least 24 to 48 hours’ notice to avoid a charge. Cancellations made at short notice may result in a cancellation fee, especially where time has already been reserved and staff or resources have been allocated.

If the customer is not present, does not provide access, or fails to make the property available at the agreed time, the appointment may be classed as a missed visit. In those circumstances, the full or partial service fee may still be payable. The same applies if the customer gives incomplete entry instructions or if access is prevented by third parties, locked gates, security systems, or other avoidable obstacles.

The provider may also reschedule or cancel a booking where circumstances outside reasonable control make attendance impossible or unsafe. This includes severe weather, staff illness, transport disruption, equipment failure, or unforeseen emergencies. Where possible, the customer will be offered an alternative appointment. The provider will not normally be responsible for indirect losses caused by a cancellation or delay where the issue was outside its control.

4. Service Standards and Customer Responsibilities

The cleaning service will be carried out with reasonable care and skill, using suitable methods and products for the surfaces and tasks involved. However, the customer acknowledges that some marks, stains, limescale, wear, or age-related deterioration cannot always be fully removed. The provider does not promise restoration of damaged surfaces or results that are physically impossible to achieve within the time and resources booked.

The customer must ensure that the property is reasonably safe for cleaning. This includes securing valuables, removing confidential documents if necessary, and advising the provider of any hazards such as fragile items, exposed wires, broken fixtures, loose floorboards, or aggressive animals. The provider may refuse to clean a hazardous area or may discontinue work if conditions are unsafe. Any delay caused by unsafe conditions may affect the final charge.

The customer should also ensure that utilities such as water and electricity are available if required for the service. If the cleaning cannot be completed due to lack of supply, access, or suitable conditions, the provider may still charge for the time spent attending the premises. Where the customer requests use of specific products, they must confirm that these are suitable for the intended surfaces and that there are no known allergies or sensitivities.

5. Liability and Insurance

The provider will take reasonable care when carrying out work, but liability is limited to the extent permitted by law. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, the provider is not responsible for loss or damage caused by circumstances beyond reasonable control, pre-existing defects, or the customer’s failure to follow reasonable instructions.

The provider is not liable for damage to items that are fragile, already damaged, poorly maintained, or unsuitable for normal cleaning procedures unless the customer has clearly warned the provider in advance and the provider has agreed to take the risk. Customers should remove or protect items of particular value, such as jewellery, antiques, collectibles, artwork, or sensitive electronics, before the service begins. The provider is not responsible for any loss of cash, documents, or other valuables left accessible in the property.

Where the provider is found legally responsible for proven loss or damage, the maximum liability will normally be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. The customer must notify the provider of any alleged issue within a reasonable time and must allow an opportunity to inspect the area and consider a remedy. Any claim made long after the service may be difficult to assess and may be declined if evidence is no longer available.

6. Waste, Disposal and Environmental Rules

All waste handling associated with the cleaning service must comply with UK waste regulations and applicable environmental rules. The provider may remove general waste generated during the cleaning process only where this has been agreed in advance and where disposal is lawful and practical. The provider does not accept responsibility for disposing of hazardous materials, clinical waste, asbestos, needles, sharps, chemicals, or any item that requires specialist handling unless separately arranged and lawfully permitted.

The customer remains responsible for the lawful storage, segregation, and disposal of waste originating from the property, unless the provider has expressly agreed otherwise. If rubbish, recycling, or bulky items are removed as part of an agreed service, the customer must ensure that such removal does not breach landlord requirements, local rules, or private building restrictions. The provider may refuse to handle items that appear unsafe, contaminated, or unsuitable for ordinary disposal channels.

Where cleaning products or waste are handled, the provider will aim to use reasonable care to minimise environmental impact. However, customers should understand that some specialist products may be required for hygiene or stain removal. The provider may also decline to use a customer-supplied product if it is unsafe, unlabelled, expired, or likely to damage surfaces. Any remaining waste, packaging, or debris should be managed in line with the property’s disposal arrangements and legal obligations.

7. Complaints, Rectification and Service Issues

If the customer believes that part of the service has not been completed properly, they should report the issue within a reasonable period after the appointment. The provider may request photographs, a description of the concern, or an opportunity to return and inspect the area. Where a genuine service issue exists, the provider may offer a reasonable remedy, which could include re-cleaning the affected area or making an appropriate partial adjustment.

The provider will not usually offer a remedy for issues arising from conditions that were not disclosed in advance, from changes made by the customer after the booking, or from actions by third parties after the cleaning was completed. Likewise, the provider is not responsible for results affected by ongoing leaks, mould growth, poor ventilation, recurring dirt build-up, or unsuitable materials that limit the effectiveness of normal cleaning.

Any remedy offered is provided without admission of wider liability and is intended to resolve the matter fairly. If a return visit is arranged, the customer must allow suitable access and cooperation so that the issue can be reviewed. The provider may decline a complaint where the complaint is made unreasonably late, where evidence is insufficient, or where the customer has already arranged for another party to alter the cleaned area.

8. General Terms

These Terms and Conditions may be updated from time to time to reflect changes in law, pricing structure, or operating procedures. The version in force at the time of booking will apply to that service unless the customer agrees to an updated version. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

No failure or delay by the provider in exercising any right or remedy shall operate as a waiver of that right or remedy. The customer may not transfer their booking or obligations under these terms to another party without the provider’s consent. The provider may assign or subcontract elements of the service where reasonably necessary, provided the service is still delivered with reasonable care and skill.

These terms form the entire agreement between the parties relating to the cleaning service, replacing prior discussions or informal arrangements to the extent permitted by law. Any variation must be agreed in writing or otherwise clearly confirmed by the provider. By booking with Richmonduponthames Cleaner, the customer acknowledges that they have read, understood, and accepted these terms in relation to the requested service.

9. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or connected with the cleaning services shall be subject to the jurisdiction of the courts of England and Wales. Customers who book services from outside England and Wales remain subject to this governing law clause to the fullest extent permitted by applicable legislation.

Nothing in these terms affects the customer’s statutory rights. Where consumer legislation provides additional protection, those rights will apply alongside these conditions. The provider aims to operate fairly and lawfully at all times, and the parties are encouraged to resolve any concerns promptly and in good faith before formal action is taken.