Richmond upon Thames Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmond upon Thames Cleaner provides cleaning services to residential and commercial customers within its service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Client means the person, firm or company requesting or receiving cleaning services.

Company means Richmond upon Thames Cleaner, the cleaning service provider.

Services means any cleaning or related services provided by the Company to the Client, including but not limited to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning and commercial premises cleaning.

Cleaner means any employee, worker, contractor or representative engaged by the Company to carry out the Services.

Service Area means the geographical area in which the Company offers cleaning services, including but not limited to Richmond upon Thames and surrounding areas as determined by the Company from time to time.

2. Scope of Services

The Company will provide the Services as agreed with the Client at the time of booking. The specific tasks, timing and frequency of visits will be confirmed in a booking confirmation issued by the Company.

The Company reserves the right to amend the scope of Services where necessary to comply with health and safety obligations, reasonable operational requirements or applicable law. Any significant changes will be discussed with the Client where practicable.

The Client is responsible for providing accurate information about the property, including size, condition, access arrangements and any specific requirements, so that the Company can allocate appropriate time and resources.

3. Booking Process

Bookings may be made through the Company’s designated booking channels as communicated on its official materials. By submitting a booking request, the Client confirms that all information provided is complete and accurate.

A booking is only confirmed once the Company has issued a booking confirmation. Provisional quotes or availability indications do not constitute a binding agreement.

The Company may refuse or cancel a booking at its discretion, for example if the property is outside the Service Area, if the requested service is not feasible, or if the Client has previously breached these Terms and Conditions.

The Client must notify the Company of any access restrictions, parking limitations, security procedures, or other factors that may affect the Cleaner’s ability to carry out the Services at the time of booking.

4. Access to the Property

The Client must ensure that the Cleaner has safe and reasonable access to the property at the agreed time. This may include providing keys, access codes or notifying building management or security of the visit.

Where keys are provided, the Company will take reasonable care to safeguard them and will use them solely for the purpose of providing the Services. The Company does not accept liability for any pre-existing issues with locks, doors or security systems.

If the Cleaner is unable to gain access at the scheduled time due to the Client’s fault, this may be treated as a same-day cancellation and the relevant charges may apply in accordance with the cancellation terms below.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for the Cleaner, including appropriate lighting, ventilation and safe access to all areas to be cleaned.

Ensure that utilities such as electricity and water are available for use during the service unless otherwise agreed.

Secure or remove valuable, fragile or irreplaceable items, and inform the Company of any items or areas requiring special care.

Advise the Company in advance of any known health and safety risks at the property, including hazardous materials, structural issues or other dangers.

Comply with all applicable laws and regulations in relation to the property and the use of the Services.

6. Payments and Pricing

The price for the Services will be agreed at the time of booking, based on the information provided by the Client. Prices may vary depending on the nature, duration and frequency of the Services, as well as the size and condition of the property and its location within the service area.

The Company may confirm prices as either hourly rates or fixed fees for specific services. Any additional time or tasks requested by the Client that are not included in the original agreement may be charged at the applicable rate.

Unless otherwise agreed, payment is due on or before the day the Services are provided. The Company will inform the Client of accepted payment methods. The Company may require a deposit for certain types of services, such as end of tenancy or one-off deep cleans.

If payment is not received when due, the Company reserves the right to suspend or cancel further Services and to charge interest or late payment fees in accordance with applicable law.

7. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by providing notice to the Company through its designated communication channels.

For regular domestic or commercial cleaning visits, the Company may require a minimum notice period for cancellations or rescheduling. Where the Client fails to provide the required notice, the Company may apply a cancellation charge up to the value of the scheduled visit.

For one-off, end of tenancy or deep cleans, a longer notice period may be required due to the time and resources allocated. Failure to provide sufficient notice may result in the loss of any deposit paid and/or the application of a cancellation fee, as communicated at the time of booking.

If the Cleaner is unable to attend due to illness, transport disruption, severe weather or other unforeseen circumstances, the Company will endeavour to arrange an alternative appointment as soon as reasonably possible. The Company will not be liable for any losses arising from such delays or cancellations, but no cancellation fee will be charged where the Company initiates the cancellation.

8. Service Quality and Complaints

The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as possible, and in any event within 24 hours of the service being provided for one-off or end of tenancy cleans, or before the next scheduled visit for regular cleans.

Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, offer to rectify the issue by arranging a re-clean of the affected areas or by issuing a partial refund, subject to investigation.

The Client agrees to provide reasonable evidence of any alleged defect in the Services, such as photographs or a written description, and to allow the Company access to the property to assess and remedy the situation.

9. Supplies and Equipment

The Company will inform the Client whether cleaning materials and equipment are supplied by the Company or are to be provided by the Client. In many cases, the Company will supply its own products suitable for general cleaning tasks.

If the Client prefers the use of specific cleaning products, this must be agreed in advance. The Client is responsible for ensuring that any products they supply are safe, appropriate for use on relevant surfaces and compliant with applicable regulations.

The Company is not liable for damage caused by products supplied or requested by the Client where the Cleaner has followed reasonable instructions regarding their use.

10. Health, Safety and Waste Regulations

The Company operates in accordance with applicable health and safety laws and guidelines. Cleaners are instructed not to undertake tasks that may compromise their safety or breach regulations, including working at unsafe heights, moving excessively heavy furniture or handling hazardous materials without proper equipment and training.

The Client must not request the Cleaner to dispose of items or substances in a way that breaches waste regulations. This includes controlled or hazardous waste, electrical items requiring specialist disposal, or large volumes of building rubble or garden waste where specific collection or disposal arrangements are required.

General household waste produced during the course of cleaning will be placed in the Client’s designated bins. Removal of waste from the property, including transport to recycling or disposal facilities, may be offered as an additional service subject to agreement and compliance with relevant waste-disposal laws.

The Company reserves the right to refuse to handle or remove any waste that it reasonably believes may pose a risk to health, safety or the environment, or that would contravene applicable regulations.

11. Liability and Insurance

The Company will exercise reasonable care in the provision of Services and maintains appropriate insurance cover in respect of its legal liabilities arising from its business operations.

The Company’s total liability to the Client for loss or damage arising from or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the amount of the fee paid or payable by the Client for the specific service during which the incident occurred, except where such limitation is not permitted by law.

The Company will not be liable for:

Normal wear and tear or deterioration of furnishings, surfaces or materials that may be revealed or accelerated by cleaning.

Pre-existing damage, defects, stains or conditions that cannot be removed or remedied by normal cleaning methods.

Loss or damage arising from inaccurate or incomplete information provided by the Client.

Indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of reputation.

Damage to items of particular value, fragility or sensitivity that the Client has not adequately secured or informed the Company about, including but not limited to antiques, artwork, jewellery and electronic equipment.

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 any other liability that cannot lawfully be limited or excluded.

12. Damage and Breakages

If the Cleaner accidentally causes damage or breakage during the provision of Services, the Client must notify the Company in writing as soon as reasonably possible, and in any event within 24 hours of becoming aware of the issue.

The Company may, at its discretion, repair the item, replace it with a similar item or offer fair compensation up to the value of the item taking into account age, condition and depreciation, subject to the Company’s liability limits and insurance policy terms.

The Company is not responsible for any damage resulting from the Client’s failure to maintain the property or its fixtures in a safe and appropriate condition, or from the use of unsuitable products or equipment requested or supplied by the Client.

13. Privacy and Confidentiality

The Company will collect and process personal data provided by the Client solely for the purposes of managing bookings, delivering the Services, handling payments and complying with legal obligations.

The Company will take reasonable steps to safeguard the Client’s personal information and will not share it with third parties except where necessary to deliver the Services, process payments, manage insurance, or comply with law.

Cleaners are required to treat the Client’s property and information as confidential and not to disclose details to unauthorised parties.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, public health emergencies, transport disruptions, strikes or other industrial disputes.

Where an event of force majeure occurs, the Company will notify the Client as soon as reasonably possible and will seek to arrange an alternative service date or otherwise mitigate the impact where feasible.

15. Termination

Either party may terminate ongoing regular service arrangements by providing notice in accordance with any agreed notice period. If no specific period is agreed, a reasonable notice period will apply.

The Company may terminate the agreement with immediate effect where the Client is in serious or persistent breach of these Terms and Conditions, fails to pay fees when due, engages in abusive or inappropriate behaviour towards Cleaners or staff, or creates an unsafe working environment.

Termination does not affect any rights or obligations that have accrued prior to the date of termination, including the Company’s right to receive payment for Services already provided or booked.

16. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in its services, operational practices or legal requirements. The current version will apply to all new bookings from the date of publication.

Where ongoing regular service arrangements are materially affected by changes to these terms, the Company will give the Client reasonable notice and the opportunity to cancel future services if they do not agree with the revised terms.

17. Governing Law and Jurisdiction

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.

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 provided by the Company.

18. General Provisions

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 severed from the remaining provisions, which shall continue to be valid and enforceable.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

The Client may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the operation of its business, provided that this does not reduce the level of service provided to the Client.

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of Services and supersede any prior understandings, representations or agreements, whether oral or written.