Cleaners Edgware Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Edgware provides cleaning services to customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means any individual or business that requests or purchases cleaning services from Cleaners Edgware.
Company means Cleaners Edgware, the provider of the cleaning services.
Services means any cleaning, housekeeping, end of tenancy cleaning, one-off cleaning, regular domestic or commercial cleaning, or related services supplied by the Company.
Cleaner means any individual engaged by the Company, whether employed or contracted, to provide the Services.
Premises means the property, home, office or other location where the Services are to be carried out.
Agreement means the contract formed between the Customer and the Company when a booking is accepted, incorporating these Terms and Conditions.
2. Scope of Services
The Company provides domestic and commercial cleaning services, which may include regular scheduled cleaning, one-off deep cleaning, end of tenancy cleaning, after-builders cleaning and other related services as agreed with the Customer at the time of booking.
The exact nature and scope of the Services will be confirmed during the booking process based on the Customer’s requirements, the size and condition of the Premises, and any additional instructions agreed between the parties.
The Company reserves the right to refuse to perform any task that, in the reasonable opinion of the Company or the Cleaner, is unsafe, unlawful, requires a specialist licence or equipment not available to the Cleaner, or falls outside the usual scope of cleaning services.
3. Booking Process
Bookings may be made by the Customer through any communication method offered by the Company. When making a booking, the Customer must provide accurate and complete information, including the address of the Premises, type of property, approximate size, required Services, preferred dates and times, and any relevant access or parking information.
All bookings are subject to availability. The Company will confirm acceptance of a booking and the agreed time and date. An Agreement between the Customer and the Company is formed only when the Company issues a booking confirmation.
The Company may request additional details or clarification from the Customer before confirming a booking. The Company reserves the right to decline a booking where it reasonably believes that it cannot provide the Services as requested.
The Customer is responsible for ensuring that someone is present at the Premises at the start and end of the appointment when required, or that suitable arrangements for access and security are in place and communicated to the Company in advance.
4. Access and Parking
The Customer must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed time. If keys or access codes are provided, the Customer must ensure that they are correct and that any alarm systems are deactivated or instructions are supplied to the Cleaner.
Where parking restrictions apply near the Premises, the Customer is responsible for providing access to suitable parking or covering any parking charges, permits or associated costs incurred by the Cleaner while performing the Services.
If the Cleaner is unable to gain access to the Premises at the agreed start time due to incorrect information, lack of access arrangements or similar reasons attributable to the Customer, the Company may treat this as a late cancellation and apply the relevant charges.
5. Customer Obligations
The Customer agrees to:
Provide a safe working environment for the Cleaner at the Premises.
Ensure that electricity, hot and cold running water and adequate lighting are available during the appointment.
Inform the Company of any hazards, delicate surfaces, items of particular value, or areas that require special care or are not to be cleaned.
Secure valuables and personal items. The Customer is advised not to leave cash or high-value items unsecured on display.
Provide truthful and accurate information throughout the booking and service period.
The Customer must not directly engage or attempt to engage any Cleaner introduced by the Company for private cleaning or related services outside of the Company without the Company’s prior written consent. If this clause is breached, the Company reserves the right to charge a reasonable referral fee.
6. Pricing and Payments
Service prices are based on the type of cleaning, size and condition of the Premises, duration of the appointment and any special requirements. Prices may be quoted as hourly rates or fixed fees for specified packages. Any quoted price is based on information provided by the Customer and may be adjusted if that information proves inaccurate or incomplete.
The Company will inform the Customer of the applicable charges before confirming a booking. All prices are stated exclusive or inclusive of any applicable taxes as notified to the Customer at the time of booking.
Payment terms will be communicated during the booking process. The Company may require full or partial payment in advance, or payment immediately upon completion of the Services, depending on the nature of the booking.
The Company accepts the forms of payment that it specifies from time to time. The Customer warrants that any payment details provided are valid and that the Customer is authorised to use them.
If the Services exceed the originally booked time due to the condition or size of the Premises, or additional tasks requested by the Customer on the day, the Company may charge for the extra time at the applicable rate. The Cleaner will use reasonable endeavours to inform the Customer where additional time appears necessary.
Where payment is not received in full by the due date, the Company reserves the right to charge interest on late payments and to suspend or cancel further Services until payment is made in full.
7. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a booking by giving notice to the Company. Cancellation terms may vary between one-off and regular services, but in all cases the Customer should provide as much notice as possible.
If the Customer cancels or reschedules a booking with less than the minimum notice period specified by the Company at the time of booking, the Company may charge a late cancellation fee up to a reasonable percentage of the service price or up to the full fee where a Cleaner has already been dispatched.
In the event that the Cleaner is unable to attend due to illness, transport failure, severe weather or other circumstances beyond the Company’s reasonable control, the Company will use reasonable efforts to offer an alternative appointment. The Company will not be liable for any loss incurred by the Customer as a result of such cancellation or delay, but any prepayments for the affected appointment will be applied to a rescheduled booking or refunded as appropriate.
Regular service customers may be required to give a set period of notice to terminate ongoing arrangements. Any such notice period will be communicated at the start of the service and confirmed in the booking documentation.
8. Service Quality and Complaints
The Company aims to provide Services with reasonable skill and care. If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as possible, preferably within 24 hours of the service, providing details and, where appropriate, evidence.
The Company will investigate any complaint and may offer to rectify issues by arranging a re-clean or other reasonable remedy. Any re-clean or remedy is offered at the Company’s discretion and will take into account the nature of the concern, the condition of the Premises before the service and any relevant circumstances.
The Company is not responsible for damage or unsatisfactory results where the Customer has failed to provide necessary information, instructions, access or utilities, or where the Services are affected by pre-existing wear, damage or poor condition of surfaces and fixtures.
9. Customer Property and Liability
The Customer must ensure that any fragile, valuable or irreplaceable items are safely stored away or clearly identified before the Services commence. The Company does not accept responsibility for normal wear and tear or for damage to items that are inherently unstable, poorly installed or unsuitable for cleaning.
The Company’s liability for loss or damage arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the value of the specific service appointment during which the loss or damage occurred. The Company does not exclude or limit liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of opportunity or loss of business, arising from or in connection with the Services or these Terms and Conditions.
If any damage occurs that the Customer believes was caused by the Cleaner, the Customer must report it to the Company as soon as reasonably practicable and provide details, including photographs where possible. The Customer must not attempt to repair or replace the item before the Company has had a reasonable opportunity to assess the situation.
10. Use of Customer Materials and Equipment
Unless otherwise agreed, the Company will supply its own cleaning materials and equipment suitable for general cleaning tasks. If the Customer requests that specific products or equipment be used, the Customer must ensure that such products are suitable and safe for the surfaces to be cleaned.
The Company shall not be liable for any damage, discolouration or other adverse effects resulting from the use of cleaning products or equipment supplied by the Customer or requested by the Customer contrary to the Company’s recommendations.
11. Health, Safety and Waste Regulations
The Company is committed to health and safety standards and to compliance with applicable waste and environmental regulations. Cleaners will not handle hazardous, medical, industrial or chemical waste, including needles, sharps, body fluids, asbestos, solvents, oils or materials classified as hazardous or controlled waste under relevant regulations.
The Customer is responsible for the lawful storage and disposal of household and commercial waste at the Premises unless explicitly included as part of a specified service. Where the Company agrees to remove waste, this will be limited to domestic-type refuse generated in the course of normal cleaning activities and will be handled in compliance with applicable regulations.
The Customer must not request or require the Cleaner to dispose of waste in an unlawful manner. The Company reserves the right to refuse to handle any items or waste it considers unsafe, unlawful or beyond the scope of standard cleaning services.
12. Insurance
The Company will maintain appropriate insurance cover in respect of its business and the activities of its Cleaners as required by law and in line with industry practice. Details of the nature of cover may be provided upon reasonable request.
The existence of insurance does not extend the Company’s liability beyond the limits set out in these Terms and Conditions. The Customer is responsible for maintaining suitable insurance for the Premises and its contents.
13. Force Majeure
The Company shall not be in breach of these Terms and Conditions or otherwise liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. Such events may include, but are not limited to, severe weather, transport disruptions, strikes, lock-outs, accidents, interruptions in utilities, pandemics, acts of government or regulatory authorities and other similar events.
Where a force majeure event occurs, the Company will use reasonable efforts to notify the Customer and to arrange a new appointment once it is reasonably practicable to do so.
14. Privacy and Data Protection
The Company will collect and process personal information about the Customer for the purposes of providing the Services, managing bookings, handling payments, and dealing with enquiries and complaints. The Company will take reasonable steps to safeguard such information and will only retain it for as long as necessary for the stated purposes or as required by law.
By making a booking, the Customer consents to the Company using their personal information for these purposes. The Customer may request details of the personal information held about them and may request corrections where information is inaccurate.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice or the operation of its business. The latest version will apply to new bookings from the date it is made available. For ongoing regular services, the Company will notify the Customer of material changes and, continued use of the Services after such notification will constitute acceptance of the updated terms.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any Agreement between the Customer and the Company, are governed by and shall be construed in accordance with the laws of England and Wales.
Any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services, including non-contractual disputes or claims, shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise required by applicable consumer protection laws.
17. Severability
If any provision of these Terms and Conditions is found by any court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with any service description or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, agreements or representations, whether oral or written.
The Customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of the Company that is not set out in these Terms and Conditions or confirmed in writing as part of the booking.
By confirming a booking or allowing the Services to proceed, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.