Terms And Conditions

Cleaners St. John's Wood Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Cleaners St. John's Wood to residential and commercial clients within its service area. By making a booking, using our website, or allowing a cleaner to attend your premises, 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 definitions apply:

Client means any individual or organisation requesting or receiving services from Cleaners St. John's Wood.

Company, we, us, or our means Cleaners St. John's Wood, the provider of cleaning services.

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

Cleaner means any person engaged by the Company to perform the Services.

Premises means the property or location where the Services are to be carried out, as specified by the Client.

Booking means a confirmed arrangement for the Company to provide Services to the Client at an agreed time and date.

2. Booking Process

2.1 Bookings may be made by the Client through our online forms or any other booking methods made available by the Company from time to time.

2.2 When making a booking, the Client must provide accurate and complete information, including the address of the Premises, property type and size, required Services, access instructions, and any relevant information about parking or entry restrictions.

2.3 All bookings are subject to availability. The Company will confirm acceptance of the booking by sending a booking confirmation. A booking is not deemed accepted until confirmation has been issued by the Company.

2.4 The Company reserves the right to refuse any booking without providing a reason, particularly where it believes that the Premises may pose a risk to health and safety or where there has been a breach of these Terms and Conditions.

2.5 The Client is responsible for ensuring that the Premises are accessible at the agreed time. If a Cleaner is unable to gain access, the visit may be treated as a late cancellation and charges may apply as set out in these terms.

3. Service Provision

3.1 The Company will provide the Services with reasonable care and skill, using competent Cleaners and appropriate cleaning methods in line with normal industry standards.

3.2 Unless otherwise agreed in advance, the Company will provide cleaning labour only. Where cleaning materials and equipment are to be provided by the Client, the Client must ensure that all products and equipment are safe, fit for purpose, and suitable for use on the surfaces to be cleaned.

3.3 Where the Company provides cleaning products and equipment, it will choose suitable products based on general usage. The Client must inform the Company in advance of any specific requirements, allergies, sensitivities, or restrictions relating to cleaning products or methods.

3.4 The scope of Services for each booking will be as described in the booking confirmation or any agreed schedule of work. Standard cleaning does not include tasks such as moving heavy furniture, specialised cleaning of valuable or antique items, cleaning of areas with biohazard risk, or exterior cleaning at height, unless expressly agreed in writing.

3.5 The Client agrees to provide a safe working environment for the Cleaner, including adequate lighting, heating, and running water, and to ensure that the Premises are free from unreasonable hazards.

4. Client Obligations

4.1 The Client must ensure that the Cleaner has access to the Premises at the agreed time, including arranging keys, access codes, parking permissions, or entry via concierge or reception where necessary.

4.2 The Client is responsible for securing cash, jewellery, valuables, and confidential documents prior to the visit. The Company does not accept responsibility for loss of items that were not properly secured.

4.3 The Client must inform the Company of any fragile, valuable, or delicate items and provide instructions for their care. The Company will not be liable for damage to items that have not been clearly identified or that are inherently unstable or in poor condition.

4.4 The Client must not directly employ or engage any Cleaner introduced by the Company for private work outside of these Terms without the prior written consent of the Company. The Company reserves the right to charge a fee where a Client engages a Cleaner privately within twelve months of the Cleaner’s last attendance on behalf of the Company.

5. Payments and Charges

5.1 The Client agrees to pay the charges for the Services at the rates quoted at the time of booking or as stated in any written quotation issued by the Company.

5.2 Prices may be based on an estimated time required for the job. If the actual time required is significantly different due to the condition or size of the Premises or the scope of work, the Company may adjust the charge accordingly, and will notify the Client where practical.

5.3 Payment is due in accordance with the payment method and timing stated at the point of booking or in the invoice. The Company may require payment in advance, especially for one-off or end of tenancy cleans, or may operate on a recurring billing arrangement for regular services.

5.4 The Company reserves the right to charge interest on overdue amounts at the statutory rate applicable in England and Wales from the due date until payment is received in full.

5.5 Any promotional offers or discounts are subject to specific terms and may be withdrawn or amended at any time. Discounts cannot usually be combined unless expressly stated.

6. Cancellations, Rescheduling and Access Failures

6.1 The Client may cancel or reschedule a booking by giving the minimum notice specified at the time of booking. Where no specific notice period is stated, the default minimum notice is 24 hours prior to the scheduled start time.

6.2 If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full cost of the scheduled visit.

6.3 If the Cleaner is unable to gain access to the Premises at the agreed time, due to reasons beyond the Company’s control, this may be treated as a late cancellation and charges may apply.

6.4 The Company may cancel or reschedule a booking at any time where necessary due to staff illness, operational reasons, severe weather, safety concerns, or other circumstances beyond its control. In such cases, the Company will seek to provide as much notice as reasonably possible and will offer an alternative appointment time.

6.5 For regular services, either party may terminate the ongoing arrangement by giving reasonable notice, typically one booking cycle for weekly or fortnightly cleans, unless otherwise agreed.

7. Quality, Complaints and Rectification

7.1 The Company aims to deliver a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within 24 hours of the visit for time-sensitive issues.

7.2 Where a complaint is justified and relates directly to the quality of cleaning, the Company may offer a rectification visit or a partial refund or credit, at its discretion. The Client must allow the Company a reasonable opportunity to investigate and, if appropriate, re-clean the affected areas.

7.3 Complaints reported outside the stated timeframe may be more difficult to investigate, and the Company may not be able to offer rectification or compensation.

8. Liability and Insurance

8.1 The Company will exercise reasonable care in the provision of the Services. The Company holds appropriate insurance cover for public liability and, where applicable, employer’s liability, in line with legal requirements.

8.2 The Client must report any alleged damage or loss arising from the Services as soon as reasonably possible and in any event within 24 hours of becoming aware of it. The Client must provide details and, where requested, supporting evidence to allow the Company and its insurers to investigate.

8.3 The Company’s liability for any loss or damage arising from the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of repairing the damage or the total fees paid by the Client for the specific visit during which the incident occurred, except where prohibited by law.

8.4 The Company shall not be liable for:

a. Normal wear and tear or deterioration of items or surfaces.

b. Pre-existing damage, defects, or staining that cannot be removed by normal cleaning methods.

c. Damage arising from the use of products or equipment supplied by the Client.

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

8.5 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law.

9. Waste Handling and Environmental Regulations

9.1 The Company will handle and dispose of general household waste generated during normal cleaning activities in accordance with relevant UK waste regulations and local requirements.

9.2 The Services do not include the removal or disposal of large quantities of rubbish, construction debris, hazardous materials, clinical or medical waste, sharps, or any substances classified as hazardous under applicable regulations, unless this has been expressly agreed in writing and appropriate arrangements have been made.

9.3 The Client is responsible for informing the Company in advance if any unusual or potentially hazardous waste is present at the Premises. The Company reserves the right to refuse to handle or remove any waste which it considers unsafe, unlawful, or beyond the scope of standard cleaning activities.

9.4 Where the Company agrees to remove waste from the Premises, such waste will be handled and disposed of in accordance with applicable UK environmental and waste management laws and any relevant licence or registration held by the Company or its contractors.

10. Health, Safety and Conduct

10.1 The Company is committed to maintaining high standards of health and safety. Cleaners must not be asked to undertake tasks that may place them at unreasonable risk, such as working at unsafe heights, lifting excessively heavy items, or cleaning in areas contaminated by hazardous substances.

10.2 The Client must treat Cleaners with respect and must not engage in any abusive, discriminatory, or threatening behaviour. The Company reserves the right to withdraw Services immediately where a Cleaner’s safety or wellbeing is at risk, and the Client may be charged for the visit.

11. Data Protection and Privacy

11.1 The Company will collect and process personal data about the Client as necessary to arrange and provide the Services, take payments, and manage bookings.

11.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary for providing the Services, processing payments, complying with legal obligations, or where the Client has given consent.

12. Amendments to These Terms

12.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings made after the updated terms come into effect.

12.2 For ongoing regular services, the Company will notify the Client of any significant changes to these terms. Continued use of the Services after such notification will constitute acceptance of the updated terms.

13. Governing Law and Jurisdiction

13.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided, shall be governed by and construed in accordance with the laws of England and Wales.

13.2 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.

14. General Provisions

14.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

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

14.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, statements, or representations, whether oral or written, relating to the same subject matter.

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