Cleaners Richmond Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Richmond provides cleaning services to customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any order for services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, landlord, tenant, managing agent or other organisation that requests or receives cleaning services from Cleaners Richmond.
Services means any domestic, commercial, end of tenancy, one-off, regular, deep cleaning, or related cleaning service provided by Cleaners Richmond.
Cleaner means any individual or team assigned by Cleaners Richmond to carry out the Services.
Premises means the property or location where the Services are to be performed.
Agreement means the contract between Cleaners Richmond and the Customer incorporating these Terms and Conditions and any confirmed booking details.
2. Scope of Services
Cleaners Richmond provides professional cleaning services across Richmond and nearby areas. The specific type and scope of Services for each booking will be agreed at the time of reservation, based on the Customer’s requirements, property size, condition and access.
Unless expressly stated otherwise, Services are limited to general cleaning tasks such as vacuuming, dusting, mopping, bathroom and kitchen cleaning, and surface wiping. Additional tasks, including but not limited to internal window cleaning, oven cleaning, fridge cleaning, carpet or upholstery cleaning, and external areas, will only be included if specifically agreed in the booking confirmation.
The Customer is responsible for ensuring the Premises are safe and accessible and that there is running water, electricity, adequate lighting and any agreed parking arrangements available for the duration of the visit.
3. Booking Process
3.1 To arrange Services, the Customer must provide accurate information regarding the Premises and required work, including property type, approximate size, number of rooms and bathrooms, and any specific tasks to be included.
3.2 Bookings are subject to availability. Cleaners Richmond will confirm acceptance of a booking, and the Agreement will come into effect, only when the Customer receives written or verbal confirmation specifying the date, time, nature of the Services and the applicable charges.
3.3 For some Services, particularly end of tenancy or one-off deep cleaning, Cleaners Richmond may require a minimum number of hours or a fixed package. Any such minimum requirements will be communicated during the booking process.
3.4 The Customer is responsible for ensuring that all booking details are correct. Any changes to the date, time, duration, or scope of Services must be requested as early as reasonably possible and are subject to availability and potential price adjustments.
4. Access to the Premises
4.1 The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed start time. Access may be provided by the Customer being present, leaving keys with a trusted third party, or other arrangements agreed in advance.
4.2 If keys are provided, the Customer confirms that they are in full working order and that any access codes or security instructions are accurate. Cleaners Richmond accepts no liability for delays or inability to enter the Premises due to incorrect keys, access codes, alarm instructions or similar issues.
4.3 If the Cleaner is unable to gain access to the Premises or is turned away, this will be treated as a same-day cancellation and the relevant cancellation charges set out in these Terms and Conditions will apply.
5. Customer Obligations
5.1 The Customer must:
Provide truthful information about the Premises and the required Services.
Remove valuable, fragile or irreplaceable items from areas to be cleaned or notify the Cleaner of any particularly delicate items.
Ensure that the Premises are free from hazards, including aggressive pets, dangerous substances and unsafe structures.
Provide access to necessary facilities such as water, electricity and lighting throughout the appointment.
5.2 The Customer must not request any illegal or unsafe activities from the Cleaner. Cleaners Richmond reserves the right to refuse or discontinue Services if the Cleaner considers any situation to be unsafe, offensive or beyond the agreed scope.
6. Cleaning Products and Equipment
6.1 Cleaners Richmond may provide its own cleaning materials and equipment or may agree to use the Customer’s supplies by prior arrangement.
6.2 Where the Customer supplies cleaning products or equipment, the Customer is responsible for ensuring that they are safe, suitable and in full working order. Cleaners Richmond is not liable for any damage or ineffective results arising from the use of Customer-supplied products or faulty equipment.
6.3 The Customer must inform Cleaners Richmond in advance of any surfaces, finishes or materials that require special cleaning methods or products. Cleaners Richmond accepts no liability for damage caused where the Customer has failed to disclose such requirements.
7. Pricing and Payments
7.1 The price for the Services will be communicated to the Customer before the booking is confirmed. Prices may be on an hourly basis, fixed-fee basis, or package basis depending on the type of service.
7.2 All quoted prices are based on the information provided by the Customer. Cleaners Richmond reserves the right to adjust the price if the information supplied was inaccurate or incomplete, or if the condition of the Premises requires additional time or work.
7.3 Payment terms will be confirmed at the time of booking. Cleaners Richmond may require payment in advance, on the day of service, or by invoice for business customers. Accepted payment methods will be specified during the booking process.
7.4 If payment is not received when due, Cleaners Richmond reserves the right to suspend further Services until payment is made in full and may charge reasonable late payment fees and recovery costs.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by giving reasonable notice. Unless otherwise agreed in writing, the following applies:
Cancellations or rescheduling with more than 48 hours notice before the scheduled start time will not incur a cancellation fee.
Cancellations or rescheduling with less than 48 hours but more than 24 hours notice may incur a partial charge, such as a proportion of the service fee or a set cancellation fee.
Cancellations, rescheduling or failure to provide access with less than 24 hours notice may be charged at up to 100 percent of the service fee for the booked appointment.
8.2 If Cleaners Richmond needs to cancel or reschedule a booking due to unforeseen circumstances, we will notify the Customer as soon as practicable and will offer an alternative date and time. Cleaners Richmond is not liable for any consequential loss or inconvenience arising from such changes, but any prepayments for cancelled services will be applied to a future booking or refunded where appropriate.
9. Service Quality and Complaints
9.1 Cleaners Richmond aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they must notify Cleaners Richmond as soon as possible, and in any event within 24 hours of completion of the service for one-off or end of tenancy cleans, or before the next scheduled visit for regular services.
9.2 Where a complaint is found to be justified, Cleaners Richmond may, at its discretion, arrange a re-clean of the affected areas or offer a partial refund or credit. Access to the Premises must be granted for any re-clean to take place.
9.3 Complaints raised outside the specified timeframes may not be eligible for re-clean or compensation, as the condition of the Premises may have changed since the service was performed.
10. Liability and Limitations
10.1 Cleaners Richmond will exercise reasonable care and skill in providing the Services. However, the Customer acknowledges that certain items are inherently fragile or already worn, and that normal cleaning may reveal or exacerbate existing damage, wear or staining.
10.2 Cleaners Richmond is not liable for:
Normal wear and tear or pre-existing damage or stains that cannot be fully removed.
Damage arising from the use of cleaning products or methods requested or supplied by the Customer.
Loss or damage to items that the Customer has not secured or has not removed from the cleaning area, including cash, jewellery, art, antiques or other valuables.
Any indirect, consequential or economic loss, including loss of rent, loss of business or loss of profit.
10.3 The Customer must report any alleged damage or loss to Cleaners Richmond as soon as reasonably possible and in any event within 24 hours of the service. The Customer must provide reasonable evidence and allow Cleaners Richmond to investigate the issue.
10.4 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
11. Waste Handling and Environmental Regulations
11.1 Cleaners Richmond will dispose of general domestic waste and recycling generated during cleaning in the Customer’s own bins, subject to the capacity and facilities available at the Premises.
11.2 Cleaners Richmond does not operate as a licensed waste carrier and will not remove household, commercial, construction, hazardous or bulky waste from the Premises unless expressly agreed in advance and in compliance with applicable waste regulations.
11.3 The Customer is responsible for ensuring that any waste requiring special handling, including electrical items, chemicals, paint, sharp objects, medical waste or other regulated materials, is correctly segregated and disposed of through appropriate channels. Cleaners Richmond reserves the right to refuse to handle or move such materials.
11.4 Where local waste and recycling rules apply, the Customer is responsible for providing appropriate bins and following local collection schedules. Cleaners Richmond will not be liable for missed collections, contamination of recycling or any charges imposed by local authorities arising from the Customer’s non-compliance with waste regulations.
12. Insurance
12.1 Cleaners Richmond maintains appropriate insurance cover for its operations in accordance with applicable UK requirements.
12.2 The Customer is responsible for maintaining their own buildings and contents insurance for the Premises and any items located there. Cleaners Richmond recommends that the Customer checks their policy to ensure adequate protection is in place.
13. Health, Safety and Conduct
13.1 Cleaners Richmond is committed to health and safety. Cleaners and Customers are expected to behave respectfully and to take reasonable steps to prevent accidents and injuries.
13.2 Cleaners Richmond may refuse or suspend Services if the Premises are deemed unsafe, unsanitary to an extreme level, or if the Cleaner is subjected to abusive, threatening or discriminatory behaviour. Any such incident may result in immediate termination of the Agreement without refund.
14. Force Majeure
14.1 Cleaners Richmond is not liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to severe weather, transport disruption, accidents, illness, strikes, lockouts, acts of government, or public utility failures.
14.2 In such cases, Cleaners Richmond will use reasonable efforts to reschedule the Services as soon as practicable.
15. Termination
15.1 Either party may terminate an ongoing regular service arrangement by giving reasonable notice, typically not less than 7 days, unless a different notice period has been agreed in writing.
15.2 Cleaners Richmond may terminate the Agreement with immediate effect if the Customer repeatedly fails to provide access, fails to pay on time, breaches these Terms and Conditions, or behaves in an abusive or unsafe manner towards any Cleaner.
16. Changes to Terms and Conditions
16.1 Cleaners Richmond may update or amend these Terms and Conditions from time to time. The current version will apply to all new or renewed service bookings from the date of publication.
16.2 Any significant changes affecting existing regular Customers will be communicated in a reasonable manner, and continued use of the Services after notification will constitute acceptance of the updated Terms and Conditions.
17. Personal Data
17.1 Cleaners Richmond will collect and process personal data such as name, address, and booking details only as necessary to provide the Services, manage bookings and comply with legal obligations.
17.2 Customer information will be handled in accordance with applicable UK data protection laws. Further details on data handling practices may be provided in a separate privacy policy.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services provided by Cleaners Richmond shall be governed by and construed in accordance with the laws of England and Wales.
18.2 The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
19. General Provisions
19.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force and effect.
19.2 No failure or delay by Cleaners Richmond in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.
19.3 These Terms and Conditions, together with any confirmed booking details, set out the entire agreement between Cleaners Richmond and the Customer and supersede any previous understandings or representations relating to the Services.
