Terms and Conditions for West Kensington Cleaners

These Terms and Conditions set out the basis on which West Kensington Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to these terms and confirm that you are authorised to request the services on the property or premises concerned. These terms are intended to create a clear and fair framework for our service, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to our agreement.

For the purposes of these terms, references to “we”, “us” and “our” mean West Kensington Cleaners, and references to “you” and “your” mean the customer using the service. These terms apply to all standard cleaning services, one-off cleans, recurring cleaning arrangements, specialist cleaning tasks where agreed, and any related add-ons arranged in advance. Nothing in these terms affects your statutory rights under UK consumer law.

We aim to provide a professional cleaning service delivered with reasonable care and skill. However, you should read these terms carefully, as certain cleaning results may depend on the condition of the property, the materials being cleaned, and the information you provide when booking. Any estimate or booking confirmation is made on the basis of the details supplied by you, and our obligations are limited to the scope agreed at the time of booking.

1. Booking Process

Bookings for West Kensington Cleaners may be made through the agreed booking channel and are subject to availability. When you request a booking, you must provide accurate information about the property, access arrangements, cleaning requirements, any delicate materials, and any known hazards. We may refuse or amend a booking if the information supplied is incomplete, inaccurate, or suggests that the work requested is outside the scope of our service.

Each booking is only confirmed once we have accepted it and issued a confirmation. A quotation, estimate, or proposed time slot does not by itself create a binding contract. If the service requires a pre-visit assessment, photographs, or additional clarification, the final scope and price may be adjusted before confirmation. Where recurring cleaning services are arranged, the schedule, frequency, and service specification will be set out in the booking confirmation or subsequent written agreement.

You are responsible for ensuring that the property is accessible on the scheduled date and time. This includes providing entry instructions, keys, alarm codes, or presence at the property where required. If access is not available, or if we are prevented from carrying out the service due to your actions or omissions, the booking may be treated as a late cancellation or a failed appointment and charges may apply. We may also reschedule where necessary for safety, staffing, or operational reasons.

2. Service Standards and Customer Responsibilities

We will carry out the work using reasonable skill and care and in accordance with the service description agreed with you. Cleaning outcomes are influenced by the materials, age, condition, and maintenance history of the surfaces and items being cleaned. Some marks, stains, limescale, odours, ingrained dirt, or damage may not be fully removable. Unless expressly agreed, we do not guarantee restoration, repair, or specialist treatment of items that are worn, fragile, defective, or unsuitable for standard cleaning methods.

You must notify us in advance of anything that may affect the cleaning service, including fragile items, valuable possessions, loose fittings, water leaks, electrical faults, pests, restricted areas, or surfaces requiring special handling. You should secure cash, jewellery, confidential documents, and other high-value or sensitive items before the service begins. We are not responsible for items that are left unsecured, or for damage arising from hidden defects, pre-existing wear, inadequate maintenance, or failure to disclose relevant information.

We may decline to clean any item or area that we reasonably consider to be unsafe, unhygienic, beyond the agreed scope, or likely to cause damage. If we identify conditions that prevent completion of the work, we will use reasonable efforts to inform you and may adjust the service, suspend it, or leave particular tasks unfinished. If additional work is requested during the appointment, it will only be carried out if agreed by both parties and may incur extra charges.

3. Payments, Charges and Invoicing

Charges for West Kensington Cleaners services will be based on the price agreed at the time of booking or, where relevant, on the final scope confirmed before the work begins. Unless stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. Any additional tasks, extended appointment time, parking charges, congestion-related costs, or specialist materials requested by you may be charged in addition to the base price if previously agreed or reasonably necessary.

Payment terms will be confirmed when you book. In some cases, payment may be due in advance, on the day of service, or within a stated period after invoicing. If you fail to pay on time, we may suspend future services, withhold further appointments, or charge reasonable administrative costs allowed by law. We reserve the right to correct any pricing error before or after booking confirmation, provided we notify you promptly and give you the opportunity to accept the revised arrangement.

Where a deposit is required, it may be used to secure the booking and may be non-refundable in certain circumstances set out in the cancellation section. If payment is made by card, bank transfer, or other electronic means, you must ensure that the payment details are correct and that sufficient funds are available. Any failed payment may result in cancellation of the booking or a delay in carrying out the service.

4. Cancellations, Amendments and Missed Appointments

You may cancel or amend a booking by giving us notice within the timescales specified in your confirmation. Where sufficient notice is provided, no cancellation charge may apply, although any non-refundable deposit or third-party costs already incurred may be retained or recovered where permitted by law. If you cancel with short notice, we may charge a cancellation fee reflecting the loss of the reserved appointment time and any staffing or travel costs already committed.

If you wish to change the date, time, or scope of the service, we will try to accommodate the request but cannot guarantee availability. Significant changes may require a revised quotation or a new booking. If our team arrives and cannot gain access, or if the property is not ready for the service to begin, the appointment may be classed as missed and treated as chargeable. Repeated missed appointments may lead to refusal of future bookings.

We may cancel or reschedule a booking where necessary due to illness, safety concerns, severe weather, equipment failure, or circumstances outside our reasonable control. In such cases, we will aim to offer an alternative appointment. Where we are unable to do so, any pre-paid amount for the unperformed service will be refunded, unless part of the price relates to non-recoverable costs already incurred at your request and allowed by law.

5. Liability and Limitations

We are responsible for loss or damage caused by our negligence or by breach of these terms, subject to the limitations set out below and any rights you have under UK law. However, we are not liable for pre-existing damage, normal wear and tear, hidden defects, or damage resulting from inaccurate information, unsuitable surfaces, lack of maintenance, or your failure to secure valuables and fragile items. We are also not responsible for indirect or consequential losses, such as loss of profit, loss of opportunity, or business interruption.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. If damage occurs, you must notify us within a reasonable time and provide details and evidence so we can investigate. Where appropriate, we may inspect the item or area concerned, arrange repair, offer compensation, or otherwise seek a fair resolution in line with our obligations.

Our total liability for any claim arising out of or in connection with a booking shall, to the fullest extent permitted by law, be limited to the amount paid or payable for the service giving rise to the claim, unless a higher amount is required by statute. This limitation applies whether the claim arises in contract, tort, negligence, misrepresentation, or otherwise. It does not affect your rights in relation to a service that is not carried out with reasonable care and skill.

6. Waste Handling and Environmental Compliance

As part of our service, we may collect and remove routine cleaning waste such as dust, packaging, disposable cloths, and other minor debris generated during the cleaning process, provided this is included in the agreed scope. All waste will be handled responsibly and in accordance with applicable UK waste regulations. We expect customers to make suitable arrangements for household, trade, or bulky waste that falls outside standard cleaning waste unless we have expressly agreed to remove it.

You must not ask us to transport, dispose of, or handle hazardous, offensive, contaminated, or regulated waste unless this has been specifically agreed in writing and we are legally permitted and properly equipped to do so. This includes, without limitation, chemicals, medical waste, sharps, asbestos-related materials, oil, fuel, paint, or other controlled substances. If such waste is discovered during the service, we may suspend the affected work and request further instructions. Any extra handling, segregation, or disposal costs may be charged where lawful.

We aim to use environmentally responsible disposal methods and may separate recyclable materials where appropriate. However, we do not guarantee that any particular waste stream will be recycled or processed in a specific manner, as disposal arrangements may depend on available facilities and legal requirements. You remain responsible for ensuring that the premises comply with relevant waste storage and disposal obligations unless we have expressly agreed otherwise in writing.

7. Data, Complaints and General Provisions

Any personal information you provide in connection with a booking will be used for administering the service, managing payments, and communicating about appointments, in accordance with applicable data protection laws. We will take reasonable steps to keep such information secure and will not use it for unrelated purposes unless permitted by law. Details of our privacy practices may be set out separately, but they do not form part of these terms unless expressly incorporated.

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can review the matter and, where appropriate, take remedial action. Raising a concern promptly helps us assess the issue while it is still fresh. Any complaint should include relevant details, such as the date of the booking, the area affected, and a clear description of the concern. We will consider complaints in good faith and aim to respond within a reasonable time.

These terms may be updated from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply to that booking unless a change in law requires otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will operate as a waiver of that right.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided by West Kensington Cleaners, 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, except where mandatory consumer rights provide otherwise. Nothing in this section affects rights that cannot be excluded under applicable UK law.

By making a booking, you confirm that you have read, understood, and agreed to these terms. They are designed to support a clear service relationship, fair pricing, and responsible conduct on both sides. If a separate written agreement or service specification applies to your booking, it will be read together with these terms, and the more specific document will prevail only to the extent of any inconsistency.