Terms and Conditions for Cleaners Richmonduponthames

These Terms and Conditions govern the provision of domestic and commercial cleaning services by Cleaners Richmonduponthames and apply to all bookings made with us, whether the service is a one-off visit, a repeat appointment, or a specialist cleaning task. By placing a booking, the client confirms that they have read, understood, and agreed to these terms. These conditions are designed to set out clear expectations regarding the booking process, pricing, payment, cancellations, liability, waste handling, and the legal framework under which the services are provided.

For the purposes of these terms, the words we, us, and our refer to the cleaning service provider, while you and your refer to the customer, client, or person requesting the service. The terms apply to all forms of Richmond upon Thames cleaning services offered under our business name, regardless of whether the booking is made online, by phone, by email, or through another accepted method. Any special requirements agreed in writing will form part of the service arrangement, but these terms remain applicable unless expressly varied in writing by us.

We may update these terms from time to time. Any revised version will take effect from the date it is published or otherwise communicated to the client and will apply to future bookings. Continued use of our cleaning services in Richmond upon Thames after any change means that you accept the updated terms. If you do not agree with any amendment, you should not proceed with a new booking.

Booking Process

All bookings are subject to availability and are only confirmed once we have acknowledged the requested service and accepted the appointment. A booking may be requested for standard cleaning, deep cleaning, end-of-tenancy cleaning, after-builders cleaning, or other agreed services. When placing a booking, you must provide accurate information about the property, the type of service required, access arrangements, and any known hazards or special instructions. Failure to provide accurate details may affect the quality, duration, or suitability of the cleaning service.

A booking may be tentative until confirmed, and we reserve the right to decline, reschedule, or adjust a booking where the requested service is outside our operational capacity, where the property conditions are unsafe, or where the requested timing is not available. For Cleaners Richmond upon Thames appointments, the client is responsible for ensuring that the property is ready for cleaning at the agreed time and that entry can be provided without unreasonable delay. If access is not available within a reasonable period, the appointment may be treated as a cancellation and the relevant fee may apply.

Service Scope and Customer Responsibilities

Our cleaning service is limited to the tasks expressly agreed at the time of booking or later confirmed in writing. We do not guarantee the removal of all stains, marks, odours, or damage, especially where such issues are longstanding, embedded, or caused by materials that are delicate, porous, or unsuitable for treatment. It is your responsibility to remove valuables, cash, medicines, sensitive documents, and fragile items before the appointment unless otherwise agreed. We may refuse to clean areas that are excessively cluttered, contaminated, infested, or otherwise unsafe.

The client must ensure that the premises are safe and that electricity, hot water, and any other essential utilities are available unless the service has been arranged under different conditions. Any cleaning products, equipment, or materials supplied by you must be suitable for the intended use and clearly labelled. Where our operatives use client-provided products, we are not responsible for adverse reactions, damage, or poor results caused by unsuitable items. As part of Richmond upon Thames cleaning services, we aim to deliver a professional standard, but the final outcome may depend on the condition of the property and the information provided by the client.

Payments, Charges, and Invoicing

Prices are normally provided on the basis of the information supplied at the time of quotation or booking. Unless stated otherwise, quotations are estimates and may be adjusted if the actual work differs materially from the description originally provided. Additional charges may apply where the service takes longer than expected because of excessive dirt, extra rooms, difficult access, parking delays, biohazards, or added work not included in the original agreement. Any significant variation in price should be communicated where reasonably practicable before the additional work is carried out.

Payment terms will be confirmed at or before the time of booking and may require payment in advance, on the day of service, or within a specified period after invoicing. We may ask for a deposit to secure certain bookings. All fees must be paid in full and without deduction unless we have agreed otherwise in writing. If payment is late, we reserve the right to suspend future services, charge interest where permitted by law, and recover reasonable costs associated with debt collection. Any bank charges, failed payment fees, or currency conversion charges imposed by your payment provider remain your responsibility.

Cancellations and Rescheduling

If you need to cancel or reschedule, you should notify us as soon as possible. Cancellations made with adequate notice may not incur a charge, depending on the type of service and the amount of preparation already undertaken. However, short-notice cancellations, repeated changes, or cancellations after staff have been dispatched may result in a cancellation fee or the loss of a deposit. If our team arrives and is unable to begin work because of access issues, lack of instructions, or circumstances beyond our control, the visit may be charged in full or in part.

We reserve the right to cancel or reschedule a booking due to illness, safety concerns, extreme weather, equipment failure, traffic disruption, or other events outside our reasonable control. In such cases, we will make reasonable efforts to offer an alternative appointment. Our liability for cancellation caused by factors beyond our control will be limited to refunding any amount paid in advance for the affected service, unless otherwise required by law. The customer acknowledges that cleaning schedules may be affected by the duration of previous jobs, travel conditions, or unforeseeable operational delays.

Liability and Limitations

We will take reasonable care in the performance of all services and will aim to use suitable methods and products. However, cleaning work can involve risks to surfaces, finishes, fabrics, fixtures, and fittings, particularly where items are old, fragile, badly maintained, or already damaged. We are not liable for pre-existing defects, wear and tear, hidden damage, manufacturing faults, or problems arising from the use of unsuitable materials supplied by the client. Where possible, we may ask for confirmation before proceeding with high-risk tasks or sensitive areas.

To the fullest extent permitted by law, our liability is limited to the value of the relevant service or the amount payable under the affected booking, whichever is lower, except where liability cannot lawfully be excluded or limited. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. If you believe damage has occurred, you must notify us within a reasonable time and provide photographs or other supporting evidence so that the matter can be investigated fairly.

Waste Regulations and Disposal

Where our service involves waste removal, waste segregation, or disposal of cleaning-related debris, all such activity will be carried out in accordance with applicable UK waste regulations and environmental requirements. We will not remove controlled, hazardous, clinical, chemical, or illegal waste unless this has been expressly agreed in advance and we are lawfully permitted to do so. Clients must disclose any waste that may require special handling, and must not conceal items that pose a risk to staff, property, or the environment.

Any waste generated by the cleaning service will be handled responsibly and disposed of through appropriate channels. The customer remains responsible for ensuring that the premises comply with any building rules, landlord requirements, or local disposal arrangements relevant to the property. If additional disposal fees apply because waste is unusually heavy, bulky, contaminated, or requires licensed handling, those charges will be communicated where possible before the work proceeds. We may decline to handle waste that cannot be safely or lawfully managed as part of the booking.

Access, Security, and Keys

If we are given keys, alarm codes, fobs, or other means of access, you confirm that you have authority to provide them and that doing so does not breach any lease, tenancy, or contractual obligation. We will take reasonable care of any access items entrusted to us and use them solely for the purpose of carrying out the agreed service. We are not responsible for losses caused by information supplied incorrectly by the client, such as wrong alarm instructions or faulty access devices, unless the loss results directly from our negligence.

Where the premises are unoccupied, you are responsible for ensuring that arrangements for entry and exit are clear and reliable. We may record access details for operational and security purposes and will handle such information in line with relevant data protection obligations. If a key or access device is lost due to our proven negligence, our liability will be limited to the reasonable cost of replacement, subject always to the general liability limitations in these terms.

Complaints, Rework, and Service Issues

If you are dissatisfied with any aspect of the service, you must notify us within a reasonable period after the appointment so that we can assess the concern promptly. Where appropriate and if the issue is attributable to our performance, we may offer a revisit or other remedial action. Any request for rework must relate to the original booked service and must not involve new tasks, additional cleaning areas, or changes that were not included in the initial agreement.

Complaints will be handled fairly and in good faith. We may ask for photographs, access to the site, or other information to understand the issue and determine whether the complaint is valid. No refund or partial refund will be due where the result complained of is caused by factors outside our control, including pre-existing damage, unreasonable expectations, unsuitable surfaces, or the client’s failure to prepare the property as required.

Force Majeure and General Provisions

We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to severe weather, accident, illness, industrial action, transport disruption, emergency restrictions, equipment failure, or interruptions to utilities. In such circumstances, obligations may be suspended for the duration of the event and we will resume service as soon as reasonably possible.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right. These terms constitute the entire agreement between the parties in relation to the services provided and supersede any prior oral or written understandings, except where expressly agreed otherwise in writing. By booking with Cleaners Richmonduponthames, you accept that the service will be delivered in accordance with these terms.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any non-contractual or contractual dispute relating to the services, unless mandatory law provides otherwise. This governs all bookings made for Richmond upon Thames cleaning services and any related service arrangements, regardless of where the customer is based.

By proceeding with a booking, you acknowledge that you have read and accepted these Terms and Conditions in full.