Service Terms and Conditions for Cleaners St John's Wood

These Terms and Conditions set out the basis on which cleaning services are supplied to residential and commercial clients in and around St John's Wood. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any cleaning service.

1. Definitions

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

Client means the person, company, or organisation requesting the cleaning services.

Company means the cleaning service provider trading as Cleaners St John's Wood.

Cleaner means any employee, worker, or contractor engaged by the Company to provide the cleaning services.

Services means the cleaning services agreed between the Client and the Company, including any additional or one-off work requested and accepted.

Premises means the property or properties at which the Services are to be provided.

2. Scope of Services

The Company provides domestic and commercial cleaning services, which may include regular cleaning, one-off deep cleaning, end-of-tenancy cleaning, after-builders cleaning, and other related services as agreed at the time of booking. The specific scope of Services will be described in the booking confirmation.

The Client is responsible for ensuring that the selected Services are suitable for their needs and that any special requirements are communicated clearly before confirmation of the booking.

3. Booking Process

Bookings may be requested through the Company’s designated booking channels. All bookings are subject to availability and acceptance by the Company.

When requesting a booking, the Client must provide accurate information, including the Premises address, type and size of property, required date and time, and any particular instructions. The Company reserves the right to adjust the quoted price or service duration if the information provided is incomplete or inaccurate.

A booking is only confirmed once the Client has received explicit confirmation from the Company. Confirmation may be provided in writing or via a recognised booking system. The Company may require a deposit or full prepayment for certain types of Services, which will be communicated at the time of booking.

The Company reserves the right to decline or cancel any booking at its discretion, including where there are safety concerns, access issues, or failure by the Client to comply with these Terms and Conditions.

4. Access to the Premises

The Client must ensure safe and reasonable access to the Premises at the agreed time. This includes providing keys, access codes, parking arrangements, and any relevant entry instructions.

If the Cleaner is unable to gain access, or if access is delayed due to the Client, waiting time or a call-out fee may be charged. The Company is not liable for any delay or non-performance resulting from failure to provide access as agreed.

Where the Client arranges for key collection or drop-off, the Client is responsible for ensuring that the keys supplied are correct, in working order, and clearly labelled.

5. Client Obligations

The Client must provide a safe working environment for the Cleaner at all times. This includes ensuring that the Premises are free from health and safety hazards, that utilities such as electricity and water are available, and that any pets or occupants do not obstruct the delivery of the Services.

The Client should remove or secure valuable, fragile, or irreplaceable items prior to the Cleaner’s arrival. The Company will not be responsible for damage to items that the Cleaner has been instructed to clean where the item is inherently fragile, poorly maintained, or unsuitable for cleaning using standard products and methods.

The Client is responsible for advising the Company in advance of any specific cleaning products to be used, as well as any known allergies or sensitivities that may affect the choice of products. If the Client supplies cleaning materials or equipment, the Company is not liable for any loss or damage arising from their use.

6. Payments and Charges

Unless otherwise agreed, Services are charged at the rates in force at the time of booking. Prices may vary based on property size, condition, location, service type, and any special requirements.

Payment terms will be confirmed at the time of booking. The Company may require payment in advance, on the day of service, or within a specified period after completion of the Services. Accepted payment methods will be communicated to the Client.

If payment is not received by the due date, the Company reserves the right to suspend or cancel further Services and to apply late payment charges or interest as permitted by law. The Client is responsible for all reasonable costs incurred by the Company in recovering overdue amounts.

Any additional work requested on the day of service, which was not included in the original booking, may be subject to extra charges. The Cleaner will only carry out additional tasks once they have been approved and priced by the Company or agreed by the Client in accordance with the Company’s procedures.

7. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the Company sufficient notice. The required notice period and any applicable fees will be specified at the time of booking and may vary by service type.

If the Client cancels or reschedules with less than the minimum notice period, the Company may charge a late cancellation fee, which may be up to the full cost of the booked Service. This is to cover the Cleaner’s reserved time and any associated administrative costs.

In the event of unforeseen circumstances, such as extreme weather, transport disruptions, or staff illness, the Company may need to cancel or reschedule a booking. The Company will make reasonable efforts to inform the Client as soon as possible and to offer an alternative appointment. The Company will not be liable for any loss arising from such delays or cancellations, provided that it uses reasonable endeavours to rebook the Service.

8. Service Standards and Complaints

The Company aims to deliver Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the cleaning, they should notify the Company promptly, generally within 24 hours of completion of the Service, so that the issue can be investigated.

Where a complaint is found to be justified, the Company may, at its discretion, arrange for a re-clean of the relevant area or offer an appropriate partial refund or credit. Any such remedy will be limited to the value of the specific Service that is the subject of the complaint.

The Company is not obliged to provide a re-clean or refund where the complaint is made after a significant delay, where the Premises have been occupied or used in the meantime in a way that affects the condition of the areas cleaned, or where the Client has failed to follow reasonable post-cleaning care instructions.

9. Liability and Limitations

The Company will exercise reasonable care in providing the Services. However, the Company’s liability is limited as follows.

The Company will not be liable for normal wear and tear, pre-existing damage, or any deterioration that occurs as a result of proper cleaning processes. The Client should point out any existing damage or areas of concern before the start of the Service.

The Company’s total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, is limited to the lesser of the cost of rectifying the damage and the total amount paid by the Client for the specific Service on the date of the incident.

The Company will not be liable for indirect or consequential losses, including loss of profit, loss of enjoyment, or loss of opportunity, arising from the performance or non-performance of the Services.

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

10. Insurance

The Company will maintain appropriate insurance cover in respect of its cleaning activities, in accordance with industry practice. Details of the insurance cover can be made available upon reasonable request by the Client.

The Client is responsible for ensuring that their own household or business insurance policies are adequate and remain in force. The Company’s insurance is not a substitute for the Client’s own insurance arrangements.

11. Waste Handling and Environmental Regulations

The Company complies with applicable waste and environmental regulations when providing cleaning services in and around St John's Wood. General household and office waste generated as part of routine cleaning will be bagged and placed in the Client’s designated waste containers or collection areas, as instructed by the Client and in line with local collection rules.

The Company does not ordinarily remove waste from the Premises unless this has been agreed in advance as part of a specialist service. Where the removal of waste is requested and agreed, additional charges may apply. The Client is responsible for informing the Company of any specific rules for waste segregation, recycling, or collection that apply at the Premises.

The Company does not handle hazardous, clinical, or regulated waste, including but not limited to chemicals, sharps, medical waste, asbestos, or any other materials classified as hazardous. If such waste is encountered, the Cleaner may suspend the Service in the affected area and inform the Client. It is the Client’s responsibility to arrange for the safe and lawful disposal of such materials through appropriate specialist contractors.

The Company seeks to use cleaning products and methods that are efficient and mindful of environmental impact. However, where the Client requests particular products or processes, the Client accepts responsibility for any associated environmental or regulatory implications, provided that the Company has followed the Client’s instructions with reasonable care.

12. Property Damage and Breakages

In the event of accidental damage or breakage caused by a Cleaner during the provision of the Services, the Client must report the issue to the Company as soon as reasonably practicable and in any event within 24 hours of becoming aware of it.

The Company may require evidence of the damage, such as photographs or receipts, and reserves the right to inspect the item or area concerned. Where liability is accepted, the Company may offer repair, replacement, or compensation at its discretion, subject to the limitations set out in these Terms and Conditions.

The Company will not be responsible for damage arising from the use of defective or unsuitable equipment or products supplied by the Client, nor for damage to items that are not suitable for standard cleaning methods.

13. Health and Safety

The Company is committed to maintaining high standards of health and safety. Cleaners are instructed to work in a manner that minimises risk to themselves, the Client, and any other persons present at the Premises.

The Client must not request or insist on the Cleaner undertaking any task that could reasonably be considered unsafe, including working at excessive heights, lifting heavy objects beyond normal expectations, or using equipment that they are not trained or authorised to use. The Cleaner may refuse to carry out any task that, in their opinion or in the opinion of the Company, presents an unacceptable risk.

14. Personal Data and Confidentiality

The Company will handle any personal information provided by the Client in accordance with applicable data protection laws. Information will be used solely for the purposes of managing bookings, delivering the Services, handling payments, and addressing enquiries or complaints.

The Company will take reasonable steps to keep Client information secure and confidential, and will not share personal data with third parties except where necessary for the provision of the Services, for legal or regulatory reasons, or with the Client’s consent.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. Any revised terms will be published or made available through the usual communication channels. The version in force at the time of booking will apply to that booking, unless a change is required by law or regulatory authority, in which case the updated provision may apply immediately.

16. 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 their subject matter.

By placing a booking with Cleaners St John's Wood, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.