Terms and Conditions for Cleaners South Kensington
These Terms and Conditions set out the basis on which Cleaners South Kensington provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any cleaning service, including one-off visits, recurring schedules, specialist cleans, or tailored maintenance arrangements.
These terms are designed to create a clear understanding between the customer and the service provider. They explain how a booking is accepted, how payments are handled, when cancellations may be made, and what limitations apply to our liability. They also cover waste handling requirements and the law that applies to our agreement. Where necessary, the terms may be updated from time to time, and the version in force at the time of booking will apply unless otherwise stated.
In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider operating under the Cleaners South Kensington name, and references to “you” or “the customer” mean the person or organisation booking the service. Unless the context requires otherwise, the singular includes the plural and vice versa. Headings are included for convenience only and do not affect interpretation.
1. Booking Process
A booking may be made through the channels made available by us at the time, subject to availability and acceptance. A booking request is not a binding agreement until we confirm the appointment and, where required, receive any deposit or advance payment. We may ask for information such as the property type, approximate size, access arrangements, service preferences, parking limitations, and any specific issues that may affect the work. Accurate information is important because quotations and scheduling are based on what you provide.
After receiving a request, we may provide an estimate, a fixed price, or an hourly rate depending on the nature of the work. Any quote is based on the information supplied by you and on the expected time and resources required. If the actual condition of the property, the level of dirt, or the scope of work differs materially from the description provided, we reserve the right to revise the price, alter the schedule, or decline to proceed. A confirmed appointment means that the agreed service will be delivered on the date and time stated, subject to access and other customer obligations being met.
Customers must ensure that the property is safe, accessible, and ready for the agreed service. This includes providing entry instructions, ensuring that water and electricity are available where needed, and removing or securing items that may be damaged or interfere with the work. If our team is unable to gain access, is delayed because of missing instructions, or is prevented from completing the job due to conditions within the customer’s control, we may charge for the wasted appointment time or rearrangement costs. Cleaners South Kensington may also decline services that are unsafe, unlawful, or outside the agreed scope.
2. Payments and Charges
Unless otherwise agreed in writing, payment is due in full on completion of the service, or in advance where a prepayment or deposit has been requested. We may require full or partial payment before the appointment for certain services, including larger bookings, special cleans, or recurring arrangements. Accepted payment methods may vary and will be confirmed at the time of booking. Any bank charges, chargeback fees, or failed payment fees resulting from the customer’s payment provider or account issues may be passed on to the customer where lawful.
All prices are stated in pounds sterling and, unless expressly stated, may be exclusive of VAT or other applicable taxes. Any quotation remains valid only for the period stated in the quote or, if no period is stated, for a reasonable time. If the customer requests changes to the scope of work after a price has been agreed, we may amend the charge accordingly. Additional time, specialist products, extra labour, or removals of waste that were not included in the original agreement may also be charged separately.
Invoices, where issued, must be paid by the due date stated. If payment is not received on time, we reserve the right to suspend future services, charge interest or reasonable recovery costs where permitted by law, and recover outstanding sums through lawful collection methods. Any dispute relating to an invoice must be raised promptly and in good faith. Paying an invoice does not prevent you from querying an error, but undisputed sums must still be paid by the due date. Refunds, where applicable, will be processed using the original payment method unless agreed otherwise.
3. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the service type, appointment length, and whether materials or staffing have already been allocated. Where sufficient notice is given, we will usually offer a new date or time without penalty. If cancellation occurs too close to the appointment time, or if the team arrives and cannot proceed because of issues within the customer’s control, we may charge a cancellation fee or the full appointment fee where lawful and proportionate.
If we need to cancel or reschedule due to illness, safety concerns, severe weather, access problems, or other circumstances outside our reasonable control, we will use reasonable efforts to notify you as soon as possible and offer an alternative appointment. We will not be liable for any loss caused by a rescheduled visit beyond the refund of any amount paid for the cancelled service, unless otherwise required by law. Customers should understand that time-sensitive arrangements, including move-related cleaning or end-of-tenancy timetables, are their responsibility to manage.
4. Service Standards and Customer Responsibilities
We will use reasonable care and skill in carrying out all cleaning work and will aim to provide a professional service consistent with the instructions agreed at booking. However, the outcome of a clean can depend on surface condition, previous maintenance, product compatibility, and the time allowed. Some stains, limescale, odours, mould, or long-term contamination may not be fully removable. We do not guarantee the restoration of surfaces to a new condition unless specifically agreed in writing as part of a specialist service.
The customer must provide accurate details about any fragile items, hidden hazards, pet considerations, security systems, parking restrictions, or known defects at the property. You should also ensure that valuables, cash, jewellery, and sensitive documents are stored away or otherwise protected. If you ask us to move or handle items, you accept responsibility for ensuring they are suitable to be moved. Cleaners South Kensington will not be responsible for pre-existing defects, wear and tear, unstable fixtures, or damage arising from concealed faults not reasonably discoverable during normal cleaning operations.
5. Liability and Limitations
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of opportunity, loss of business, or emotional distress arising from a service appointment. Our total liability for any claim arising from a booking shall be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law.
We will not be liable for damage caused by items that are already defective, poorly fixed, inadequately assembled, or unsuitable for cleaning or movement. We are also not responsible for damage resulting from customer instructions that conflict with our professional advice, or from circumstances beyond our control such as power failures, water interruptions, access issues, vandalism, or acts of third parties. If you believe damage has occurred during a visit, you must notify us as soon as reasonably practicable and provide supporting details so the matter can be investigated.
Any claim must be reported within a reasonable time after the event and before the affected item is repaired, discarded, or substantially altered, unless this would be unfair or contrary to law. You must take reasonable steps to minimise loss after any incident. Where appropriate, we may inspect the site, request photographs, or seek an independent assessment. If a claim is accepted, our preferred remedies may include re-performance of the service, a partial refund, or a reasonable payment reflecting the proven loss, subject always to the limits above.
6. Waste Regulations and Disposal
Our services may generate waste such as dust, packaging, disposable cloths, vacuum contents, cleaning residues, and other non-hazardous materials arising from ordinary work. We will handle such waste in accordance with applicable UK waste legislation, environmental duties, and reasonable hygiene standards. The customer remains responsible for the lawful disposal of any items that are not part of ordinary cleaning waste unless we expressly agree to remove them as an additional service.
We do not remove hazardous or regulated materials unless specifically agreed and lawfully permitted. This includes, without limitation, asbestos, clinical waste, sharp medical items, chemicals requiring special disposal, biological contamination, fuel, oil, or large quantities of building debris. Where the property contains potentially hazardous waste, you must tell us before the appointment. If we discover material that we reasonably believe is unsafe or regulated, we may stop work and require the customer to arrange suitable removal. Any handling or disposal undertaken by us will be limited to what is lawful, safe, and within the agreed service scope.
Customers must not ask our staff to transport waste in a manner that breaches environmental or transport rules. If a service includes bin emptying, bagging, or removal of household rubbish, we will do so only to the extent agreed and permitted by law. We may refuse to handle waste that is contaminated, excessively heavy, foul, or presents a health and safety risk. Where disposal charges apply, these will be explained in advance or added to the invoice if the need becomes apparent during the job and the customer approves continuation.
7. Access, Health, and Safety
You are responsible for maintaining a reasonably safe environment for our cleaners. This includes addressing exposed wiring, slippery floors, broken glass, aggressive animals, inadequate lighting, or any other condition that could present a hazard. If our team believes that the premises are unsafe, we may suspend work until the hazard is removed or the appointment may be cancelled. Our staff are entitled to refuse tasks that are unlawful, outside the agreed service, or likely to expose them to unreasonable risk.
We may bring cleaning equipment, products, and materials appropriate to the service. If you request the use of particular products, you should inform us of allergies, sensitivities, or surface restrictions in advance. While we will use reasonable care, some products may react differently on delicate finishes or mixed materials. You agree not to interfere with our staff while they are working except to provide necessary instructions or safety information. We reserve the right to remove any person from a service environment whose behaviour is abusive, threatening, or obstructive.
8. Complaints and Remedies
If you are dissatisfied with any aspect of the service, you should notify us promptly so we can review the matter and, where appropriate, attempt to resolve it. The customer must allow a reasonable opportunity to investigate concerns and, if suitable, to return and correct the issue. A complaint does not automatically entitle the customer to withhold payment for all services provided. Any remedy will depend on the facts, the extent of any deficiency, and the rights available under UK consumer law.
Where we have failed to meet the agreed standard, our preferred remedies may include a re-clean of the affected area, a partial refund, or another proportionate solution. We are not obliged to provide a remedy where the complaint results from inaccurate instructions, post-service use of the area, normal wear and tear, or circumstances outside our control. The customer must preserve the area or item in its condition at the time the issue is reported to the extent reasonably possible.
9. Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes in our services, operational requirements, legal obligations, or payment processes. The latest version will apply to any new booking made after the date of publication or notice. If a change materially affects a confirmed booking, we will seek to act fairly and, where required, provide notice or an option to cancel before the revised terms take effect.
10. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising from or in connection with them, 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 over any dispute that cannot be resolved amicably between the parties, subject to any mandatory rights of consumers to bring proceedings in another competent UK jurisdiction where applicable.
11. General Provisions
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. A person who is not a party to the booking has no rights under these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise. These terms, together with the booking confirmation and any written amendments, form the entire agreement between the parties regarding the relevant service.
For the avoidance of doubt, nothing in these Terms and Conditions affects your statutory rights. If a consumer has rights under the Consumer Rights Act 2015 or any other applicable legislation, those rights remain in place. By proceeding with a booking with Cleaners South Kensington, you confirm that you have read, understood, and agreed to these terms and that you are authorised to accept them on behalf of yourself or your organisation where relevant.
