Roehampton Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Roehampton Cleaners provides cleaning services to domestic and commercial customers. By booking or using any of our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Company means Roehampton Cleaners, the cleaning service provider.
Customer means any individual, business, landlord, tenant, agent or organisation that engages the Company to provide services.
Services means any cleaning or related services supplied by the Company, including but not limited to domestic cleaning, end of tenancy cleaning, office cleaning, deep cleaning, after-builders cleaning, and one-off or regular cleaning visits.
Premises means the property, building or area where the Services are to be carried out.
Cleaner means any employee, contractor or representative engaged by the Company to carry out the Services.
Scope of Services
The Company provides professional cleaning services to residential and commercial customers within its designated service areas. The specific Services, frequency, duration, and price will be agreed with the Customer during the booking process and confirmed in a booking confirmation.
The Company reserves the right to refuse or discontinue Services where the Premises are unsafe, unsanitary beyond a reasonable standard, or where access cannot be provided safely. Any such refusal will be at the Companys discretion.
Booking Process
Bookings can be requested by the Customer through the Companys accepted communication channels. The Customer must provide accurate and complete information about the Premises and the required Services, including but not limited to property type, approximate size, number of rooms, and any special requirements or restrictions.
The Company will provide a quotation based on the information supplied. All quotations are estimates, given in good faith, and may be adjusted if the actual condition or size of the Premises differs materially from the description provided by the Customer.
A booking is not confirmed until the Customer has received a booking confirmation from the Company. The Company reserves the right to decline a booking request for any reason, including lack of availability, safety concerns, or if the requested Services fall outside the Companys standard service offering.
For end of tenancy, after-builders, or deep cleaning Services, the Company may require additional information or photographic evidence to provide an accurate estimate of the work required.
Access to the Premises
The Customer is responsible for providing safe and timely access to the Premises for the duration of the booked appointment. Access may be provided by the Customer being present, by key collection, or by any other agreed arrangement.
If the Cleaner is unable to gain access at the agreed time, or if access is delayed by more than 20 minutes due to the Customers actions or inactions, the Company may treat this as a late cancellation and may charge a cancellation fee as set out in these Terms and Conditions.
The Customer is responsible for ensuring that electricity, running water, lighting, and any necessary facilities are available at the Premises during the appointment. Failure to provide these may result in the appointment being terminated and a charge for wasted attendance.
Customer Obligations
The Customer agrees to:
Provide accurate information about the Premises and any relevant conditions or hazards.
Ensure that the Premises are reasonably tidy and accessible so that the Cleaner can carry out the Services effectively.
Remove or secure any valuable, fragile or irreplaceable items before the appointment.
Inform the Company of any equipment, surfaces or materials that require special care.
Comply with all applicable laws and regulations relating to the Premises, including health and safety and waste disposal obligations.
Pricing and Payments
Prices for Services are provided to the Customer in advance or at the time of booking. Prices may be based on an hourly rate, a fixed fee for a particular service, or a combination of both.
Unless otherwise specified, all prices are exclusive of any applicable taxes or charges required by law. The Customer will be informed of the total price payable, including any applicable taxes, before confirming a booking.
Payment terms will be confirmed at the time of booking. The Company may require payment in advance for certain Services, or may request a deposit to secure a booking, particularly for larger or one-off jobs such as end of tenancy or deep cleaning.
Where payment is due on completion of the Services, the Customer must make payment on the same day by one of the payment methods accepted by the Company. For regular or contract cleaning, the Company may issue invoices on a weekly or monthly basis, payable within the agreed payment period.
The Company reserves the right to charge interest and reasonable administration fees on late payments, and to suspend or cancel future Services if invoices remain unpaid.
Cancellations, Rescheduling and No-Show Policy
If the Customer wishes to cancel or reschedule an appointment, the Customer must provide reasonable notice. The minimum notice period will be confirmed by the Company at the time of booking. If insufficient notice is given, the Company may charge a cancellation fee, which may be up to the full value of the booked Services.
Where the Cleaner attends the Premises but is unable to gain access, or where the Customer cancels upon arrival, this may be treated as a no-show or late cancellation. In such cases, the Company may charge the full fee or a substantial portion of it to cover costs incurred.
The Company will make reasonable efforts to accommodate requests for rescheduling, subject to availability. However, the Company is under no obligation to guarantee specific dates or times.
In the event that the Company needs to cancel or reschedule an appointment due to circumstances beyond its control, such as staff illness, extreme weather, transport disruption, or safety concerns, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company shall not be liable for any consequential loss arising from such cancellation.
Service Quality and Complaints
The Company aims to provide a high standard of cleaning services at all times. If the Customer is dissatisfied with the Services provided, the Customer must notify the Company as soon as possible, and in any event within 24 hours of the work being completed for one-off cleaning, or within a reasonable period for regular cleaning arrangements.
Where a complaint is accepted as justified, the Company may at its discretion offer to re-attend the Premises to rectify the issue, or provide a partial refund or credit. The Companys liability shall be limited as set out below.
The Customer agrees to give the Company a reasonable opportunity to investigate and resolve any complaint. Failure to permit a follow-up visit may limit the Companys ability to provide a remedy.
Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Company shall not be liable for:
Normal wear and tear, or deterioration of items or surfaces resulting from undertakings reasonably necessary for cleaning.
Existing damage, defects or stains that cannot be removed or improved by normal cleaning methods.
Damage arising from the use of products or equipment supplied by the Customer, or from following specific instructions given by the Customer that are contrary to the Companys recommendation.
Any loss or damage arising where the Premises are not in a safe or suitable condition for the Services.
The Companys total liability for any loss or damage, whether in contract, tort or otherwise, shall be limited to the total amount actually paid by the Customer for the specific appointment during which the loss or damage occurred, except where such limitation is prohibited by law.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.
Customer Property and Security
The Customer is responsible for securing cash, jewellery, documents, and any other valuables before the Cleaner attends the Premises. The Company does not accept responsibility for alleged loss of valuable items unless clear and conclusive evidence is provided that the loss was caused by the Cleaner.
The Company takes reasonable steps to ensure that Cleaners are trustworthy and reliable. However, the Customer remains responsible for ensuring that all doors, windows, and access points to the Premises are secure after the completion of the Services.
Equipment and Cleaning Products
Unless otherwise agreed, the Company will supply the standard cleaning products and equipment necessary to perform the Services. If the Customer prefers the Cleaner to use particular products, such products must be supplied by the Customer and must be safe, clearly labelled, and suitable for use on the intended surfaces.
The Company is not responsible for any damage arising from the use of products specified or supplied by the Customer. Where specialist equipment is required, this will be agreed separately and may incur an additional charge.
Waste Management and Regulations
The Customer is responsible for complying with applicable waste management and environmental regulations at the Premises. The Company will assist in the collection and bagging of general household or office waste generated during the cleaning process, using appropriate bin liners or containers, but does not normally remove waste from the Premises.
The Company does not handle or dispose of hazardous, clinical, or regulated waste, including but not limited to needles, medical waste, chemical waste, asbestos, or any materials requiring specialist disposal. If such materials are present, the Company may refuse to proceed with the Services, and the Customer may be charged a call-out fee.
The Customer agrees not to request the Cleaner to dispose of waste in a manner that breaches any law or local regulation. The Customer remains responsible for arranging lawful collection and disposal of any waste beyond the normal scope of domestic or office refuse.
Health and Safety
The Company operates in accordance with applicable health and safety legislation. Cleaners are instructed not to undertake any task which in their reasonable opinion is unsafe, such as working at excessive height, moving excessively heavy items, or handling hazardous substances.
The Customer must inform the Company of any known health and safety risks at the Premises, including but not limited to structural defects, electrical hazards, presence of pests, or contamination risks. The Company reserves the right to suspend Services where such risks are identified.
Insurance
The Company maintains appropriate insurance coverage in respect of its Services, in line with industry practice. Details of the relevant policies can be provided upon reasonable request. The existence of such insurance does not extend or increase the Companys liability beyond the limits set out in these Terms and Conditions.
Termination of Ongoing Services
For regular or contract cleaning arrangements, either party may terminate the agreement by giving notice in accordance with the terms agreed at the outset of the service. If no specific notice period has been agreed, a minimum of two weeks written notice shall normally apply.
The Company reserves the right to terminate or suspend Services with immediate effect if the Customer fails to make payment when due, behaves abusively or unreasonably towards staff, creates unsafe working conditions, or otherwise materially breaches these Terms and Conditions.
Personal Data and Confidentiality
The Company may collect and process personal data from the Customer for the purpose of providing the Services, managing bookings, and fulfilling its legal obligations. Personal data will be handled in accordance with applicable data protection laws.
The Company will treat information concerning the Customer and the Premises as confidential and will not disclose it to third parties except as required for the provision of the Services, for administration, or where required by law.
Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. Where changes are material, the Company will make reasonable efforts to inform existing Customers. The latest version of the Terms and Conditions will apply to all new bookings and to ongoing Services after notification of the changes.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that 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 the Company.
Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
Entire Agreement
These Terms and Conditions, together with any written service agreement 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 previous agreements, understandings or arrangements, whether written or oral.
By confirming a booking or allowing the Services to proceed, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
