Cleaners Brentford Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Brentford provides professional cleaning services to residential and commercial clients. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means any individual, company, or organisation that requests or receives cleaning services from Cleaners Brentford.
Company, we, or us means Cleaners Brentford, the business providing cleaning services.
Cleaner means any operative, contractor, or employee engaged by the Company to carry out cleaning services.
Services means any cleaning or related services supplied by the Company, including but not limited to domestic cleaning, end of tenancy cleaning, office cleaning, one-off deep cleaning, and regular maintenance cleaning.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
The Company provides professional cleaning services within Brentford and surrounding areas. The specific Services to be provided will be confirmed at the time of booking and in any subsequent written or verbal confirmation. Service descriptions and any estimates given are provided in good faith and may be adjusted if the actual condition or size of the Premises differs from that initially described by the Client.
The Company reserves the right to refuse or discontinue Services if the Premises are unsafe, unsanitary beyond reasonable expectations, or if there is a risk to the health and safety of the Cleaner.
3. Booking Process
3.1 Booking Requests
Clients may request a booking by contacting the Company through its advertised communication channels. When making a booking request, the Client must provide accurate and complete information about the Premises, the type of cleaning required, access arrangements, and any special requirements.
3.2 Confirmation of Booking
A booking is only confirmed once the Company has accepted the request and provided confirmation to the Client. Confirmation may be given verbally or in writing. The Company reserves the right to decline any booking request at its discretion.
3.3 Changes to Bookings
Any request to change the date, time, duration, or scope of the Services must be communicated to the Company as early as possible. Changes are subject to availability and the Company is under no obligation to accommodate requested changes. Where changes result in additional work or time, the Company may adjust the price accordingly and will inform the Client before proceeding.
4. Access to the Premises
The Client is responsible for ensuring that the Cleaner has safe and timely access to the Premises at the agreed start time. Access may be provided by the Client being present, by key handover arrangements, or by other agreed means.
If the Cleaner is unable to gain access at the agreed time due to the Client’s act or omission, the visit may be treated as a late cancellation and a fee may be charged as outlined in the cancellation section of these Terms and Conditions.
The Client is responsible for notifying the Company of any entry systems, security arrangements, alarms, or restrictions affecting access to the Premises. The Company will take reasonable care when using keys or codes but accepts no liability for any existing defects in locks, doors, or security systems.
5. Client Obligations
The Client agrees to:
Provide accurate information regarding the Premises and required Services.
Ensure that electricity, running water, lighting, and reasonable heating are available at the Premises during the Service.
Disclose any known hazards, such as structural defects, broken glass, or hazardous substances, that may affect the safety of the Cleaner.
Remove or securely store any valuable, fragile, or irreplaceable items before the Service commences.
Refrain from directing the Cleaner to carry out tasks that fall outside the agreed scope of Services or that may be unsafe.
6. Pricing and Estimates
Prices for Services are generally quoted on an hourly, per job, or fixed-fee basis. Any estimate provided before inspection of the Premises is based on the information supplied by the Client and may be adjusted if the actual circumstances differ.
The Company will inform the Client in advance if a price needs to be amended before or during the Service due to unforeseen conditions, additional areas, or extended time requirements. If the Client does not accept the revised price, the Company may cancel or limit the Service, and any applicable cancellation charges may apply.
7. Payments and Invoicing
7.1 Payment Terms
Unless otherwise agreed in writing, payment for one-off Services is due on the day of Service completion, and payment for regular or contractual Services is due as per the agreed schedule. The Company may require full or partial prepayment or deposit to secure a booking, particularly for large projects, end of tenancy cleans, or commercial works.
7.2 Payment Methods
The Company accepts various standard forms of payment, which may include bank transfer, card payment, or other methods agreed between the parties. Payment is considered received only when cleared in the Company’s account.
7.3 Late or Non-Payment
If the Client fails to pay on time, the Company may suspend or cancel future Services, refuse new bookings, and may charge interest on overdue amounts at a reasonable commercial rate until payment is received in full. The Client will be responsible for any reasonable costs of recovery incurred by the Company in the event of persistent non-payment.
8. Cancellations, Rescheduling, and Missed Appointments
8.1 Client Cancellations
The Client may cancel or reschedule a booking by giving reasonable notice in advance of the scheduled start time. The Company will specify its minimum notice period in its standard communications or at the time of booking. If the Client fails to provide the required notice, a cancellation fee may be charged, which may be up to the full value of the booked Service.
8.2 Company Cancellations
While the Company aims to honour all confirmed bookings, circumstances such as staff illness, transport issues, or unforeseen events may require cancellation or rescheduling. In such cases, the Company will notify the Client as soon as reasonably practicable and offer an alternative time. The Company shall not be liable for any loss or inconvenience arising from such cancellation, beyond refunding any prepayments for Services not provided.
8.3 Missed Appointments and Access Failures
If the Cleaner attends the Premises and is unable to gain access or commence work for reasons within the Client’s control, the visit may be treated as a late cancellation and a fee may be charged. The same applies where the Premises are not in a state that allows the Cleaner to perform the agreed Service, for example due to ongoing building works or blocked access.
9. Service Quality and Complaints
The Company strives to deliver a consistent and professional standard of cleaning. The Client must inspect the Premises as soon as reasonably possible after completion of the Service. If the Client is dissatisfied with any aspect of the Service, they should notify the Company within a reasonable time frame.
Where a complaint is raised promptly and is considered justified, the Company may, at its discretion, re-clean the affected area, offer a partial refund, or provide a credit against future Services. This shall be the Client’s sole and exclusive remedy in respect of Service quality issues.
10. Liability and Insurance
10.1 Limitation of Liability
The Company will exercise reasonable skill and care in providing the Services. However, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the value of the specific Service in question or any amount actually paid by the Client for that Service.
The Company shall not be liable for:
Any pre-existing damage, wear and tear, or defects to the Premises, fixtures, fittings, or items cleaned.
Damage to delicate, fragile, or high-value items that have not been removed or brought to the Company’s attention prior to the Service.
Any indirect or consequential loss, including loss of profits, loss of opportunity, or loss of enjoyment.
10.2 Client Responsibilities Regarding Valuables
The Client is strongly advised to remove any cash, jewellery, works of art, important documents, or other valuable items before the Service commences. The Company does not accept responsibility for any alleged loss of valuables unless there is clear and compelling evidence of wrongdoing by a Cleaner.
10.3 Insurance Cover
The Company maintains appropriate insurance cover for its activities in line with common industry practice. Details of such cover may be made available to the Client upon reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond the limits set out in these Terms and Conditions.
11. Health, Safety, and Use of Products
The Company aims to comply with relevant health and safety legislation and to take all reasonable steps to protect the wellbeing of its Cleaners and Clients.
The Company may use its own cleaning products and equipment or may, by agreement, use products supplied by the Client. If the Client insists on the use of specific products, the Client accepts responsibility for any adverse reaction, damage, or unsatisfactory results arising from such products. The Client must inform the Company of any allergies, sensitivities, or restrictions relating to cleaning agents or materials used at the Premises.
12. Waste Handling and Environmental Compliance
12.1 General Waste Regulations
The Company will handle and dispose of waste generated during the provision of Services in accordance with applicable waste and environmental regulations. The Client is responsible for ensuring that any waste handed over to the Company for removal is suitable, lawful, and does not contain hazardous or prohibited materials.
12.2 Hazardous and Restricted Waste
The Company does not handle certain categories of waste, including but not limited to clinical waste, chemical waste, asbestos, or any material classified as hazardous under relevant legislation. If such waste is present at the Premises, the Client must arrange for its removal by a suitably licensed specialist. The Company reserves the right to cease work if hazardous waste is found and to charge for any time already spent at the Premises.
12.3 Recycling and Environmental Considerations
Where practicable, the Company will seek to minimise environmental impact by using efficient methods and, where agreed, environmentally considerate products. The Company may, at its discretion, separate recyclable materials where facilities are clearly provided at the Premises, but ultimate responsibility for correct recycling arrangements rests with the Client unless otherwise agreed in writing.
13. Keys and Security
If the Client provides keys, entry fobs, or security codes to the Company for the purpose of accessing the Premises, the Company will take reasonable steps to keep them safe and confidential. Keys may be labelled in a discreet manner that does not include the full address of the Premises.
The Company is not responsible for any loss or damage arising from security failures that are not directly caused by its own negligence, such as faulty locks, malfunctioning alarm systems, or unauthorised access unrelated to the Company’s activities.
14. Confidentiality and Data Protection
The Company respects the privacy of its Clients and will handle personal data in accordance with applicable data protection laws. Personal information will be used solely for the purposes of managing bookings, providing Services, processing payments, and related administration.
The Company will not share the Client’s personal information with third parties except where necessary to deliver the Services, comply with legal obligations, or where the Client has given explicit consent.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control. These events may include extreme weather, transport disruptions, strikes, pandemics, acts of government, or other unforeseeable circumstances that prevent the safe or practical delivery of the Services.
16. Termination of Services
Either party may terminate ongoing regular Services by giving reasonable prior notice. The required notice period will be communicated at the start of any regular arrangement. The Company may terminate the agreement with immediate effect if the Client fails to pay on time, behaves abusively towards staff, creates unsafe conditions, or commits a serious breach of these Terms and Conditions.
17. Amendments to Terms and Conditions
The Company may amend these Terms and Conditions from time to time to reflect changes in its operations, legal requirements, or best practice. Updated terms will apply to new bookings and to existing arrangements after reasonable notice has been given to the Client. Continued use of the Services after notification of changes will constitute acceptance of the revised Terms and Conditions.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of 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 relating to these Terms and Conditions or the Services provided by the Company.
By booking or using any Services provided by Cleaners Brentford, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.
