Cleaner St John’s Wood Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner St John’s Wood provides domestic and commercial cleaning services to customers within its service area. 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 shall have the meanings set out below:

Customer means any individual, business, or organisation that books or receives cleaning services from Cleaner St John’s Wood.

Company means Cleaner St John’s Wood, the provider of the cleaning services.

Services means any cleaning or associated tasks offered and carried out by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and one-off cleans.

Premises means the property or location at which the Services are to be carried out.

Agreement means the contract between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any specific details agreed in writing at the time of booking.

2. Scope of Services

The Company provides cleaning services within its designated service area, primarily covering St John’s Wood and nearby locations. Each booking will specify the type of clean, approximate duration, and any special instructions agreed at the time of confirmation.

The Company will perform the Services with reasonable skill and care, using appropriate cleaning methods and materials. The precise results may vary depending on the condition of the Premises, existing wear and tear, and the suitability of surfaces for particular cleaning products.

Unless expressly agreed in writing, the Services do not include the following tasks: lifting or moving items over a safe manual handling weight, work at excessive heights, cleaning of outdoor areas that present a safety risk, removal of hazardous substances, pest control, or any tasks that would put the cleaner or others at risk.

3. Booking Process

Customers may request a booking by providing details of the Premises, type of service required, approximate size of the property, preferred dates and times, and any particular cleaning requirements. The Company may ask additional questions to clarify the scope of work.

A booking is considered provisional until it has been confirmed by the Company. Confirmation may be provided verbally or in writing and will include an indication of the service type, date, time window, and applicable charges. The Company reserves the right to decline any booking at its discretion.

For larger or specialist services such as end of tenancy or deep cleaning, the Company may provide an estimated quote based on the information given by the Customer. The Company may adjust the final price if the actual condition or size of the Premises differs materially from the description provided at the time of booking.

The Customer is responsible for ensuring that all information provided during the booking process is accurate and complete. Any subsequent changes should be communicated to the Company as soon as possible so that the booking can be updated where feasible.

4. Access to the Premises

The Customer must provide safe and reasonable access to the Premises at the agreed time. This may include arrangements for keys, entry codes, or a person present to admit the cleaner. If access cannot be gained at the appointed time due to circumstances within the Customer’s control, the Company may treat the appointment as a late cancellation and apply the relevant fee.

The Customer must ensure that the Premises are in a condition that enables the cleaners to carry out their work effectively. This includes securing any valuable or fragile items, and making sure that the areas to be cleaned are reasonably free from excessive clutter.

5. Customer Obligations

The Customer agrees to:

Provide accurate information about the Premises and the required Services.

Ensure that running water and electricity are available at the Premises for the duration of the Service.

Inform the Company of any surfaces, materials, or items that require special care or should not be treated with standard cleaning products.

Refrain from requesting cleaners to perform unsafe, unlawful, or inappropriate tasks.

Ensure that children, pets, and other occupants do not obstruct or endanger the cleaners while they carry out their work.

6. Pricing and Payments

Prices for Services may be quoted on an hourly basis or as a fixed fee, depending on the nature of the booking. The applicable charges will be communicated to the Customer at the time of booking and confirmed prior to the start of the Service.

The Company reserves the right to revise its rates from time to time. Price changes will not affect bookings already confirmed, unless the Customer requests additional services, the condition of the Premises is significantly different from what was described, or the scope of work changes.

Unless otherwise agreed, payment is due on the day the Services are provided. The Company may accept various forms of payment such as bank transfer, card payment, or other commonly used methods. Further details regarding accepted payment methods will be provided by the Company directly to the Customer.

For ongoing regular services, the Company may require payment in advance or on a recurring basis. In the event of late payment, the Company reserves the right to suspend or cancel future bookings and may charge interest or reasonable administrative costs in accordance with applicable law.

7. Deposits

For certain services such as end of tenancy cleaning, deep cleans, or large commercial jobs, the Company may require a deposit to secure the booking. The amount and due date of any deposit will be specified at the time of booking.

Deposits are generally non-refundable in the event of late cancellation by the Customer, save where required by law or as otherwise stated in these Terms and Conditions.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice to the Company. To avoid charges, the Customer should provide as much notice as possible, and no less than the minimum notice period communicated by the Company at the time of booking.

If the Customer cancels or reschedules with insufficient notice, the Company may charge a cancellation fee, which may represent a proportion of the service fee or, in some cases, the full amount, depending on the circumstances and the type of Service booked.

If the cleaners are unable to gain access to the Premises at the agreed time, or if the environment is unsafe or unsuitable for the Service to be carried out, the Company may treat the appointment as cancelled by the Customer and apply the relevant cancellation charge.

The Company reserves the right to cancel or reschedule a booking due to reasons such as staff illness, unexpected unavailability, or other circumstances beyond its reasonable control. In such cases, the Company will endeavour to offer an alternative appointment. If no alternative can be agreed, any pre-paid amounts for the affected booking will be refunded.

9. Service Quality and Complaints

The Company aims to provide a high standard of cleaning and customer care. If the Customer is dissatisfied with any aspect of the Services, they should inform the Company as soon as reasonably practicable, preferably within 24 hours of the Service being carried out.

Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected areas or another form of reasonable remedy. The Customer must allow the Company the opportunity to inspect and rectify any issues.

10. Liability and Limitations

The Company will use reasonable care and skill in providing the Services, but it shall not be liable for any loss or damage that is not reasonably foreseeable, or which arises from inaccurate information provided by the Customer, unsafe conditions at the Premises, or failure to follow the Company’s instructions or recommendations.

The Company shall not be held responsible for normal wear and tear, or for damage to items that are inherently fragile, poorly maintained, or not suitable for cleaning with standard methods and products. The Customer must inform the Company in advance of any such items and any special requirements they may have.

Where keys are entrusted to the Company, reasonable care will be taken to keep them secure. The Company’s liability for lost keys or lock replacements shall be limited to the reasonable cost of cutting new keys or replacing a standard lock, unless otherwise required by law.

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

11. Customer Property and Security

The Customer is responsible for securing cash, jewellery, and other valuables before the Service begins. The Company recommends that such items are locked away and not left in plain view.

The Company performs reasonable checks on its cleaners; however, it does not accept responsibility for any pre-existing damage or alleged loss that cannot be clearly linked to the period during which the Services were provided.

12. Cleaning Materials and Equipment

The Company may use its own cleaning products and equipment or, by prior arrangement, the Customer’s supplies. Where Customer-supplied materials are used, the Company cannot guarantee the results and accepts no liability for any adverse effects or damage caused by those products or equipment.

The Customer should ensure that any cleaning products they provide are safe, in good condition, and suitable for the tasks required.

13. Waste and Rubbish Regulations

The Company will collect and dispose of routine household dust, light waste, and debris generated as a direct result of its cleaning activities. All such waste will be placed in the appropriate bins at the Premises, as directed by the Customer where necessary.

The Company will not remove or transport large volumes of waste, bulky items, construction rubble, hazardous materials, or controlled waste. Disposal of such items is the responsibility of the Customer and must be arranged in accordance with applicable waste management and environmental regulations.

The Customer agrees not to request the cleaners to dispose of waste in an unlawful manner or in contravention of local authority rules. The Company reserves the right to refuse to handle or move any waste or item that it considers to be hazardous, illegal, or inappropriate.

14. Health and Safety

The Company is committed to maintaining a safe working environment for its cleaners and Customers. The Customer must inform the Company of any known hazards at the Premises, including but not limited to structural issues, exposed wiring, or the presence of hazardous substances.

The Company may withdraw its cleaners from the Premises if it reasonably considers the environment to be unsafe or unhealthy, and such withdrawal may be treated as a cancellation by the Customer where the conditions could reasonably have been addressed in advance.

15. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, pandemics, or other public emergencies.

16. Privacy and Data Protection

The Company may collect and process personal information about Customers for the purposes of managing bookings, delivering Services, handling payments, and maintaining records. Any such processing will be carried out in accordance with applicable data protection laws in the United Kingdom.

The Company will take reasonable steps to keep personal data secure and will not sell or disclose such information to third parties except where necessary for the provision of the Services, compliance with legal obligations, or with the Customer’s consent.

17. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings and to ongoing Services following reasonable notice to the Customer. Continued use of the Services after changes take effect constitutes acceptance of the revised terms.

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 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 provided by the Company.

19. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remaining provisions, which will continue in full force and effect.

20. Entire Agreement

These Terms and Conditions, together with the details of the confirmed booking, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings, arrangements, or representations, whether written or oral.

By confirming a booking with Cleaner St John’s Wood, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.