Terms and Conditions for Cleaning Services in Richmond

These Terms and Conditions set out the basis on which Cleaners Richmond provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any appointment. For the purposes of this document, the words “we”, “us” and “our” refer to the cleaning service provider, and “you” or “the customer” refer to the person requesting the service. These terms are intended to create a clear, fair and practical agreement covering the main service arrangements, payment obligations, cancellation rules, liability limits and waste handling responsibilities.

By using our cleaning company in Richmond or by requesting a booking through any accepted method, you confirm that you are at least 18 years old and legally able to enter into a contract. If you are booking on behalf of a business, landlord, tenant, letting agent or other third party, you confirm that you have authority to do so. We may update these terms from time to time, and the version in force at the time of booking will normally apply unless we state otherwise. Any changes will not affect services already confirmed, except where required by law or where both parties agree in writing.

These terms apply to standard domestic cleaning, regular housekeeping, one-off cleaning, end-of-tenancy cleaning, after-build cleaning, and other routine or specialist cleaning services we may agree to provide. They do not cover unrelated professional services such as repairs, removals, pest control, or deep restoration work unless specifically included in a written quotation. Any extra work requested during a visit may be accepted or declined at our discretion and may affect the final price, completion time, or cleaning schedule.

Booking Process

Bookings for Richmond cleaners may be made by telephone, email, online form, message platform, or any other channel we make available. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or advance payment. The booking process may include an initial discussion of the property size, condition, type of clean, access arrangements, preferred date and time, and any special instructions. We rely on the information you provide, so it must be accurate and complete.

When you request a quotation, we may provide an estimated price based on the details supplied. Estimates are not fixed quotations unless we expressly state that they are fixed. If the actual condition of the property differs materially from the description provided, or if the scope of work changes on arrival, we may revise the price or limit the work to the agreed time and budget. For regular cleaning services Richmond customers, the schedule may be arranged weekly, fortnightly, monthly, or at another agreed frequency.

Any appointment time we provide is an estimated arrival window unless we clearly confirm a specific time. We will make reasonable efforts to attend on time, but delays may occur due to traffic, weather, access issues, or prior service overruns. If we need to reschedule, we will aim to notify you as early as reasonably possible. You are responsible for ensuring that the property is accessible at the agreed time and that any necessary entry instructions, alarm codes or keys are provided in advance.

Payments and Charges

Prices for cleaners in Richmond may be quoted as a fixed fee, an hourly rate, a minimum call-out charge, or a combination of these methods depending on the type of service. All prices are stated in pounds sterling unless otherwise agreed. Unless we say otherwise, our prices may be subject to change before the booking is confirmed. Where applicable, VAT or other taxes will be included or added in accordance with the law and the way our service is structured.

Payment is due in accordance with the invoice or booking confirmation provided. For one-off visits, payment may be required before the appointment, on completion, or by another agreed method. For recurring services, payment may be collected after each visit or in advance for a period of services. We may request a deposit to secure a booking, especially for larger cleans, peak periods, or specialist work. Deposits are normally non-refundable unless we cancel the appointment or unless a different arrangement is confirmed in writing.

If payment is not made on time, we reserve the right to pause, cancel, or refuse future services until the account is brought up to date. We may also charge reasonable recovery costs and statutory interest on overdue amounts where permitted by law. You must notify us promptly if you believe an invoice is incorrect. Any disputed sum that is clearly unrelated to the matter in dispute should still be paid by the due date. We do not accept liability for bank charges incurred by you as a result of failed or delayed payments.

Cancellations, Rescheduling and Access

You may cancel or reschedule a booked service by giving reasonable notice. Unless we agree otherwise, cancellations made within a short notice period may be charged in full or in part to cover allocated time, travel, staffing and preparation costs. The exact amount may depend on the service type, whether a team has already been assigned, and whether special materials have been reserved. For recurring appointments, repeated late cancellations may result in the arrangement being reviewed or ended.

If you are unable to provide access at the agreed time, or if the property is unsafe, unprepared, or not in the expected condition, we may treat the visit as a late cancellation and apply a charge. This includes situations where keys, access codes, parking information, permits, or entry permissions are not available as agreed. We are not responsible for delays caused by your failure to provide accurate access details. If we agree to return later the same day or on another date, additional charges may apply.

We may cancel or postpone a booking due to circumstances outside our reasonable control, including illness, severe weather, vehicle failure, staff shortages, or emergency situations. Where possible, we will offer an alternative time. If we cancel and cannot reasonably rearrange the appointment, any advance payment relating to the cancelled service will usually be refunded, subject to any lawful deductions for work already carried out or costs already incurred. This does not affect your statutory rights where applicable.

Customer Responsibilities

To allow our Richmond cleaning service to operate safely and efficiently, you must ensure the property is reasonably ready for cleaning. This means providing safe access to the areas to be cleaned, securing pets if necessary, removing or protecting fragile items, and informing us of any hazards, surfaces requiring special care, or materials that may be damaged by standard cleaning methods. If there are areas you do not want cleaned, you must identify them clearly before work begins.

You must also tell us about any health and safety risks, including broken fixtures, exposed wiring, slippery surfaces, sharp objects, bodily fluids, infestation concerns, or chemical hazards. We may refuse to clean an area or item if we believe it is unsafe, unsanitary, or outside the scope of the agreed service. If we are asked to use customer-supplied products, tools or equipment, you accept responsibility for their suitability and condition unless we have agreed otherwise in writing.

Where a property contains valuables, confidential documents, or delicate items, you are encouraged to secure them before the appointment. While our staff will act with reasonable care, we cannot accept responsibility for items that are left out in a vulnerable position or for loss caused by inadequate storage by the customer. You should also ensure that any alarms are disarmed, or that instructions for alarm use are provided in advance, so that cleaning can be completed without interruption.

Liability and Insurance

We will provide our services with reasonable skill and care. However, as with any cleaning company Richmond customers rely on, some limitations apply. We do not accept liability for pre-existing damage, wear and tear, structural defects, poor maintenance, or deterioration caused by age, moisture, previous cleaning products, incorrect installation, or manufacturing faults. If an item or surface is particularly fragile, valuable, antique, porous, or difficult to clean, you should notify us before work starts so that we can decide whether to proceed and on what basis.

If we cause direct loss or damage through proven negligence, our responsibility will be limited to the reasonable cost of repair or replacement, subject to the value of the item and the circumstances of the claim. We will not be liable for indirect or consequential losses such as loss of earnings, missed appointments, business interruption, inconvenience, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Any complaint about damage or incomplete cleaning should be reported as soon as reasonably possible and, in any event, within a reasonable time after the service. We may ask for photographs, proof of value, or other information to assess the issue. You must give us a fair opportunity to inspect the alleged damage or to return and rectify a valid service concern where appropriate. Failure to allow inspection may affect our ability to investigate and may limit any remedy that might otherwise be available.

Waste Regulations and Disposal

Our cleaners in Richmond may remove routine non-hazardous waste generated during the cleaning process only where this has been agreed in advance or is part of the normal service scope. Waste must be handled in compliance with applicable UK environmental and waste laws. We will not remove prohibited, dangerous, clinical, chemical, or regulated waste unless we have expressly agreed to do so and are legally permitted to handle it. Any item suspected of being hazardous may be left in place or isolated for safety reasons.

The customer remains responsible for identifying any waste that requires special handling, including sharps, paint, solvents, asbestos-related materials, batteries, electrical items, medical waste, or anything contaminated beyond routine domestic refuse. If you ask us to dispose of waste that needs specialist collection or lawful transfer procedures, you must disclose this in advance. We may refuse such waste, charge additional fees, or require evidence of lawful disposal arrangements. We reserve the right to stop work if we discover unsafe or unlawful waste conditions at the property.

Where waste is collected as part of our service, we may use approved disposal methods, recycling routes, or local authorised waste facilities in accordance with current law. You agree not to ask our staff to dispose of items illegally, fly-tip waste, or mix prohibited materials with normal household rubbish. Any breach of waste rules by the customer may result in immediate termination of service, additional charges, and/or reporting to the relevant authorities where required by law.

Complaints, Service Standards and Termination

If you believe the service has not been carried out properly, you should notify us promptly so the issue can be reviewed. Where the complaint is valid and reported within a reasonable time, we may offer a revisit, partial refund, credit, or other appropriate remedy at our discretion and in line with legal obligations. We are not required to provide a remedy where the issue arises from incomplete instructions, unreasonable expectations, inaccessible areas, or circumstances beyond our control.

We may suspend or end services immediately if you fail to pay, if access is persistently denied, if the environment is unsafe, if staff are abused or placed at risk, or if you request conduct that is unlawful or contrary to these terms. Either party may end a recurring arrangement by giving reasonable notice, unless a different notice period was agreed in the booking confirmation. Termination does not affect rights and obligations that arose before the termination date, including unpaid invoices and valid claims already notified.

If we end the service for breach of these terms, you may remain liable for any work already completed, cancellation charges, and any reasonable losses we incur as a direct result of the breach. We may also refuse future bookings from customers who repeatedly fail to comply with our terms or who create unreasonable operational, safety, or payment risks. In such cases, any decision to accept a new booking will be entirely at our discretion.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are using our services as a consumer, you may benefit from statutory rights and remedies that cannot be excluded by contract. Nothing in these terms is intended to override your legal rights under applicable consumer protection law.

Any disagreement should first be raised with us in good faith so that a practical solution can be considered. If a dispute cannot be resolved informally, the parties may pursue their rights through the courts of England and Wales, subject to any mandatory alternative dispute resolution procedure that may apply. If any part of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect.

By confirming a booking with Cleaners Richmond, you acknowledge that you have read, understood and agreed to these terms. They are designed to create a clear working relationship and to help ensure that every appointment is completed safely, fairly and efficiently. If a particular service requires extra conditions, those will be added to the booking confirmation or written quotation and will take priority over any inconsistent general wording in this document.

These terms represent the entire agreement between the parties concerning the relevant service unless expressly varied in writing. No failure or delay by either party in exercising a right will operate as a waiver of that right. Headings are for convenience only and do not affect interpretation. References to any law or regulation include amendments, replacements and re-enactments from time to time. The singular includes the plural and vice versa where the context allows.

The customer confirms that they have authority to request the service at the relevant property and that any instructions given are accurate to the best of their knowledge. We aim to deliver a reliable, professional and respectful service, and we expect the same standard of cooperation from customers. These terms are intended to support that approach while setting fair limits on responsibility, payment, scheduling and lawful waste handling.