Cleaner Twickenham Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Twickenham provides cleaning services to residential and commercial clients. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions the following expressions have the meanings set out below.

Client means the person, company or organisation booking or receiving the cleaning services.

Cleaner means any individual or team member engaged by Cleaner Twickenham to deliver the services.

Services means any cleaning or related services supplied by Cleaner Twickenham to the Client, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning and commercial cleaning.

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

Agreement means the contract between Cleaner Twickenham and the Client comprising these Terms and Conditions and any written or verbal confirmation of booking.

2. Booking Process

2.1 Bookings may be requested by the Client through our online form or any other booking method accepted by Cleaner Twickenham from time to time.

2.2 The Client is responsible for providing accurate and complete information at the time of requesting a booking, including property type, size, access arrangements, preferred dates and any specific cleaning requirements.

2.3 A booking is only confirmed when Cleaner Twickenham has accepted the request and provided a booking confirmation. Provisional quotes or availability indications do not constitute a binding agreement.

2.4 Cleaner Twickenham reserves the right to refuse any booking request at its absolute discretion, including where the Premises are unsafe, inaccessible or unsuitable for the Services requested.

2.5 Any estimates provided prior to inspection of the Premises are based on typical conditions for similar properties. Cleaner Twickenham may revise the price or service duration if, upon arrival, the scope, condition or access is materially different from that described by the Client.

3. Service Scope and Standards

3.1 Cleaner Twickenham will perform the Services with reasonable skill and care and in accordance with generally accepted industry standards for cleaning services in the United Kingdom.

3.2 The scope of the Services will be as agreed at the time of booking. A general description of tasks may be provided, but the exact tasks performed during each visit may vary depending on the condition of the Premises and the time booked.

3.3 Unless otherwise agreed in writing, the Services do not include specialised cleaning such as removal of hazardous substances, exterior window cleaning beyond safe reach, high level cleaning requiring specialist access equipment, or repair or restoration of damaged surfaces.

3.4 The Client must inform Cleaner Twickenham in advance of any surfaces or items that require special care or are particularly delicate, and of any known risks or hazards at the Premises.

3.5 Cleaner Twickenham will use reasonable efforts to allocate the same Cleaner or team to regular bookings, but this cannot be guaranteed. Replacement Cleaners may attend where necessary due to sickness, holidays, operational requirements or other reasons.

4. Access to the Premises

4.1 The Client is responsible for providing safe and reasonable access to the Premises at the agreed service time, including any keys, codes, parking arrangements or access instructions.

4.2 If the Cleaner is unable to gain access or if access is delayed due to circumstances within the Client's control, Cleaner Twickenham may charge a call-out fee or treat the visit as cancelled at short notice in accordance with the cancellation terms.

4.3 Where the Client provides keys or access devices, it is the Client's responsibility to ensure that they are in good working order. Cleaner Twickenham will take reasonable care of any keys in its possession but will not be liable for normal wear or existing faults.

5. Client Obligations

5.1 The Client shall ensure that the Premises are reasonably free from clutter and personal items so that the Cleaner can perform the Services safely and effectively.

5.2 The Client must provide access to running water, electricity and adequate lighting at the Premises for the duration of the cleaning appointment, unless alternative arrangements have been expressly agreed.

5.3 The Client shall ensure that any pets are under control during the visit and do not pose a safety risk or obstruction to the Cleaner.

5.4 The Client must not request or induce any Cleaner to perform tasks that fall outside the agreed scope of work or that may compromise their health and safety, including lifting heavy furniture beyond safe limits, using unsafe ladders or handling hazardous substances.

6. Equipment and Materials

6.1 Unless otherwise agreed, Cleaner Twickenham will supply standard cleaning products and equipment necessary for the provision of the Services.

6.2 If the Client requests the use of their own products or equipment, this must be agreed in advance. In such cases, Cleaner Twickenham accepts no liability for any loss, damage or unsatisfactory results arising from the use of those products or equipment.

6.3 The Client is responsible for notifying Cleaner Twickenham of any allergies, sensitivities or special product requirements at the time of booking so that appropriate products can be used where reasonably practicable.

7. Prices and Payments

7.1 Current service prices, pricing structures and any minimum booking durations will be communicated to the Client at the time of booking.

7.2 All prices are quoted in pounds sterling and, unless stated otherwise, are inclusive of applicable taxes.

7.3 Cleaner Twickenham reserves the right to adjust prices from time to time. Any change in price will not affect confirmed bookings that have already been accepted, except where the scope of work has changed or the original quote was based on materially inaccurate information from the Client.

7.4 Payment terms will be confirmed at the time of booking. Payment may be required in advance for certain services, including one-off or end of tenancy cleans. Regular services may be subject to recurring billing arrangements.

7.5 The Client agrees to pay all charges by the due date stated on the invoice or booking confirmation. Failure to make payment on time may result in suspension of Services and may incur interest or administration fees as permitted by law.

7.6 The Client shall not make any direct or cash payments to individual Cleaners in lieu of payment to Cleaner Twickenham for the contracted Services. Any such payments will not be recognised as settlement of sums due under this Agreement.

8. Cancellations, Rescheduling and Missed Appointments

8.1 The Client may cancel or reschedule a booking subject to giving the minimum notice period specified at the time of booking.

8.2 Where the Client cancels or reschedules with less than the required notice, Cleaner Twickenham may charge a cancellation fee up to the full service price for that appointment in order to cover costs and lost time.

8.3 If the Cleaner is unable to attend due to unforeseen circumstances, Cleaner Twickenham will notify the Client as soon as reasonably practicable and offer an alternative appointment. Cleaner Twickenham will not be liable for any indirect loss or inconvenience arising from such rescheduling.

8.4 If the Client repeatedly cancels or reschedules at short notice, Cleaner Twickenham may terminate ongoing services or require payment in advance for future bookings.

9. Quality of Service and Complaints

9.1 Cleaner Twickenham aims to deliver a consistent, high standard of cleaning. If the Client is dissatisfied with any aspect of the Services, they should notify Cleaner Twickenham as soon as possible, ideally within 24 hours of the visit.

9.2 Where a complaint is justified and relates to the quality of cleaning, Cleaner Twickenham may, at its discretion, arrange a return visit to re-clean the affected areas or offer another suitable remedy.

9.3 Complaints reported more than 48 hours after the service was provided may be more difficult to assess and may limit the remedies available.

10. Liability and Insurance

10.1 Cleaner Twickenham will take reasonable care when providing the Services. However, accidental damage may occur despite appropriate precautions.

10.2 Cleaner Twickenham maintains insurance cover appropriate for a cleaning business. Details of cover can be provided on request. Any claim for damage or loss must be made promptly and in any event within 7 days of the relevant service visit.

10.3 Cleaner Twickenham will not be liable for normal wear and tear, pre existing damage, poor workmanship by third parties, or any deterioration of items or surfaces arising from age, inherent defects or improper installation.

10.4 Cleaner Twickenham shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of opportunity or loss arising from delays, rescheduled appointments or minor service deficiencies.

10.5 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 lawfully be limited or excluded under UK law.

11. Waste Handling and Environmental Considerations

11.1 Cleaner Twickenham will comply with applicable UK waste regulations when handling waste generated in the course of providing the Services.

11.2 Standard household and office waste created during cleaning may be placed in the Client's own waste and recycling containers at the Premises, in accordance with local collection rules.

11.3 The Services do not include removal or transport of large volumes of waste, bulky items, construction or renovation debris, hazardous waste, clinical waste or materials that require specialist disposal under environmental or health and safety regulations.

11.4 The Client is responsible for informing Cleaner Twickenham of any materials on the Premises that may be hazardous or require special treatment under applicable waste or environmental laws. Cleaner Twickenham reserves the right to decline handling such materials.

11.5 Where additional waste removal or specialist disposal is requested and agreed, this may incur extra charges and will be carried out in accordance with applicable regulations.

12. Health and Safety

12.1 Cleaner Twickenham is committed to maintaining safe working practices. Cleaners are instructed to follow health and safety guidelines and to refuse tasks they deem hazardous or inappropriate.

12.2 The Client must ensure that the Premises are reasonably safe for work, including informing Cleaner Twickenham of any known risks such as loose flooring, exposed wiring, unsafe staircases or aggressive animals.

12.3 The Client shall not require Cleaners to use cleaning products that are unlabelled, decanted into unmarked containers or not intended for normal domestic or commercial cleaning use.

13. Personal Data and Confidentiality

13.1 Cleaner Twickenham will handle personal data provided by the Client in accordance with applicable UK data protection law.

13.2 Information about the Client and access arrangements to the Premises will be kept confidential and used only for the purpose of delivering the Services and managing the Client relationship, except where disclosure is required by law.

13.3 Cleaners are instructed to respect the privacy of Clients and not to access or interfere with personal belongings except as reasonably required to perform the Services.

14. Termination of Services

14.1 Either party may terminate an ongoing service arrangement by giving the notice period specified at the time of booking or, where no period is specified, by giving reasonable notice.

14.2 Cleaner Twickenham may suspend or terminate the Services immediately where the Client has failed to pay sums due, has acted abusively or unreasonably towards staff, has created unsafe conditions at the Premises, or has otherwise materially breached this Agreement.

14.3 Termination does not affect any rights or obligations that have already accrued, including the obligation to pay for Services already provided.

15. Amendments to these Terms

15.1 Cleaner Twickenham may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices or service offerings.

15.2 The version of the Terms and Conditions in force at the time of booking will apply to that booking. For ongoing regular services, Cleaner Twickenham may notify the Client of updated terms and, where the Client continues to use the Services after notification, the updated terms will apply.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 Cleaner Twickenham.

17. General Provisions

17.1 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.

17.2 No failure or delay by Cleaner Twickenham in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 The Client may not assign or transfer any of their rights or obligations under this Agreement without the prior written consent of Cleaner Twickenham. Cleaner Twickenham may assign or subcontract its rights and obligations where reasonably necessary for the provision of the Services.

17.4 These Terms and Conditions, together with any specific details set out in the booking confirmation, constitute the entire agreement between the Client and Cleaner Twickenham in relation to the Services and supersede any prior discussions or understandings.