West Kensington Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which West Kensington Cleaners provides domestic and commercial cleaning services to customers within its service area. By booking or using any cleaning service, you agree to be bound by these Terms and Conditions. If you do not agree, you must not book or use our services.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Customer means any individual, company, or organisation that books or uses our cleaning services.

Company means West Kensington Cleaners, the provider of the cleaning services.

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

Service Area means the locations within which the Company agrees to provide its services, as described on the Companys website or agreed at the time of booking.

Booking means a confirmed request for services made by a Customer and accepted by the Company.

2. Scope of Services

The Company provides cleaning services tailored to domestic and commercial premises within its service area. The details of the specific tasks, duration, frequency, and any particular requirements will be agreed upon at the time of booking.

Unless expressly agreed in writing, the Company does not provide childcare, care services, tradesperson work, or any services that fall outside general cleaning and related duties. The Company reserves the right to decline any work that it considers unsafe, unsuitable, or beyond the normal scope of cleaning services.

3. Booking Process

3.1 Bookings may be made through the Companys accepted booking channels as made available from time to time. The Customer is responsible for providing accurate and complete information about the property, required services, access arrangements, and any special instructions.

3.2 A booking is only confirmed once the Company has accepted it and provided a booking confirmation. The Company reserves the right to refuse a booking at its sole discretion.

3.3 The Customer must notify the Company of any changes to the requested services or access details as soon as reasonably possible. Changes may be subject to availability and may affect the price.

3.4 The Company may require a deposit or pre-authorisation to secure certain types of bookings, such as large or end of tenancy cleans. Any deposit requirements will be communicated before the booking is confirmed.

4. Access to the Property

4.1 The Customer is responsible for providing safe and reasonable access to the property at the agreed date and time. Access may be provided in person or via keys, codes, or other secure methods agreed in advance.

4.2 If cleaners are unable to gain access due to incorrect details, locked entrances, or absence of the Customer where required, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy.

4.3 The Customer must ensure that the property is in a condition that allows the cleaners to carry out their work safely and efficiently, including clear access to the areas to be cleaned.

5. Customer Obligations

5.1 The Customer agrees to:

a. Provide accurate information about the size and condition of the property, and any specific issues (for example, heavy soiling, pet hair, or hazardous materials).

b. Ensure that running water, electricity, lighting, and reasonable heating are available during the service.

c. Secure all valuable, fragile, or irreplaceable items before the service begins.

d. Inform the Company in advance of any items, surfaces, or areas that require special care or should not be cleaned.

5.2 The Customer is responsible for keeping pets under control during the service and for informing the Company in advance if any pets will be present.

6. Pricing and Payments

6.1 Prices for the services will be communicated at the time of booking and may be based on hourly rates, fixed fees, or a combination, depending on the nature of the work.

6.2 The Company reserves the right to adjust prices to reflect changes in labour, materials, or other operating costs, or where the information provided by the Customer was incomplete or inaccurate. Any adjustments will be communicated to the Customer as soon as reasonably practicable.

6.3 Payment terms will be set out at the time of booking. The Company may require payment in advance, on the day of service, or upon completion, depending on the type of service.

6.4 Accepted payment methods will be communicated by the Company and may include card payments, bank transfers, or other forms of cashless payment. Where applicable, invoices will state payment due dates.

6.5 If payment is not received by the due date, the Company reserves the right to suspend further services until payment is made and may charge interest on overdue amounts in accordance with applicable law.

7. Cancellations, Rescheduling and No-Show Policy

7.1 The Customer may cancel or reschedule a booking by contacting the Company through the accepted communication channels.

7.2 Cancellations or rescheduling made with sufficient notice will not incur a fee. The definition of sufficient notice will be stated at the time of booking, but the Company generally requires a minimum notice period. If this minimum notice period is not met, the Company may charge a cancellation fee, which may be up to the full amount of the booked service.

7.3 If the Customer is not present at the property at the agreed time when required, or if access is not possible for reasons within the Customers control, this may be treated as a late cancellation and may incur a fee.

7.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, severe weather, transport disruption, or operational issues. Where possible, the Company will offer an alternative appointment. The Company will not be liable for any consequential loss resulting from such cancellation or rescheduling.

8. Service Standards and Complaints

8.1 The Company aims to deliver services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the service, the Customer should notify the Company as soon as possible, and no later than a reasonable period after completion of the service.

8.2 Upon receiving a complaint, the Company may request further information and, where appropriate, arrange a revisit to rectify any justified issues. Revisit arrangements are at the discretion of the Company and may be subject to inspection or photographic evidence.

8.3 Complaints raised after an extended period following completion of the service may not be accepted if it is no longer possible to fairly assess the conditions at the time of service.

9. Liability and Limitations

9.1 The Companys liability is limited to the fullest extent permitted by law. The Company is not liable for any indirect, special, or consequential losses, including loss of profit, business interruption, or loss of opportunity, arising from the provision of the services.

9.2 The Company will not be liable for costs associated with existing damage, wear and tear, or defects in the property, fixtures, fittings, or belongings. The Customer is responsible for notifying the Company of any fragile or delicate items prior to the service.

9.3 The Company will not be responsible for any discolouration or damage caused by the incorrect use of cleaning products by the Customer before the service, old stains that cannot be removed using professional cleaning methods, or any damage that occurs because of pre-existing conditions such as loose grout, poorly sealed surfaces, or unstable furniture.

9.4 Any claim for damage or loss must be reported to the Company as soon as reasonably possible, and in any event within a reasonable time of the service. The Company may request evidence, including photographs or receipts, and access to inspect the alleged damage.

9.5 Where liability is accepted, the Company may at its discretion arrange for repair, replacement, or financial compensation, subject to fair wear and tear and the age and condition of the items involved.

9.6 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

10. Insurance

The Company aims to maintain appropriate insurance cover in respect of its cleaning operations, including public liability insurance. This insurance is subject to the terms, conditions, and exclusions of the relevant policy. The existence of insurance does not extend or increase the Companys liability beyond what is set out in these Terms and Conditions and applicable law.

11. Customer Property, Keys and Security

11.1 If the Customer provides keys, alarm codes, or other access devices, the Company will take reasonable care to keep them secure and confidential.

11.2 The Company is not liable for any loss or damage resulting from keys or access devices provided by the Customer that are already faulty, worn, or otherwise not fit for purpose.

11.3 The Customer should ensure that all windows and doors are secure before and after the service. The Company accepts no liability for security issues arising from structural defects, faulty locks, or other conditions beyond its control.

12. Waste and Environmental Regulations

12.1 The Company will handle household and commercial waste produced in the normal course of cleaning in accordance with relevant waste and environmental regulations in the United Kingdom.

12.2 The Company is not licensed to remove and transport large quantities of waste, builders waste, hazardous materials, or regulated waste. Such materials include but are not limited to asbestos, clinical or medical waste, solvents, oils, pesticides, and electrical or electronic equipment requiring special disposal.

12.3 Where applicable, the Customer is responsible for arranging appropriate disposal for any items or waste streams that require specialist handling or licensing. The Company reserves the right to refuse to remove or handle any waste it considers hazardous, unsafe, or outside the scope of normal cleaning activities.

12.4 The Company endeavours to follow environmentally responsible practices where practical, including reasonable use of water and cleaning products. The Customer may request the use of particular types of products where available and suitable, but the Company cannot guarantee the availability of specific brands or formulations.

13. Health and Safety

13.1 The Company complies with applicable health and safety legislation and expects Customers to support the safe delivery of services.

13.2 The Customer must inform the Company of any hazards at the property, such as loose flooring, exposed wiring, or dangerous materials. The Company may suspend services if conditions are unsafe.

13.3 Cleaners are not permitted to undertake any activity that, in the Companys opinion, presents an unacceptable risk to health or safety, including working at significant heights without proper equipment or handling hazardous substances without appropriate controls.

14. Personal Data and Privacy

14.1 The Company may collect and process personal data about Customers for the purposes of managing bookings, delivering services, processing payments, and handling queries or complaints.

14.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will take reasonable steps to keep personal data secure and to use it only for legitimate business purposes.

15. Changes to these Terms and Conditions

15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, operational practices, or services.

15.2 The version in force at the time of the Customers booking will apply to that booking, unless a change is required by law or regulatory authority, in which case the updated terms may apply.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 provision of services.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or regulatory authority, that provision shall be treated as removed, but the remaining provisions will continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise prevent any further exercise of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of services, and supersede any prior discussions, correspondence, or understandings.

By making a booking with West Kensington Cleaners or using any of its services, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.