Terms And Conditions
Terms and Conditions for Cleaning Services
These Terms and Conditions govern the provision of cleaning services by Kentish Town Cleaners to domestic and commercial customers within its service area in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual, business, company or organisation purchasing or using the services of Kentish Town Cleaners.
Company means Kentish Town Cleaners, the provider of cleaning services.
Services means cleaning services supplied by the Company to the Customer, including but not limited to regular domestic cleaning, one off cleaning, end of tenancy cleaning, office cleaning and related services.
Premises means the property or location where the Services are to be carried out.
Cleaner means any operative, employee, subcontractor or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will provide the Services as agreed with the Customer at the time of booking. A general description of services may include regular housekeeping, deep cleaning, end of tenancy cleaning, office and commercial cleaning, post builder cleaning and other related tasks as agreed.
The exact tasks to be carried out will be confirmed during the booking process and may be further specified in any written confirmation or invoice. The Company reserves the right to refuse any work that is unsafe, not reasonably accessible, or falls outside the scope of normal cleaning activities.
3. Booking Process
Bookings may be made through the Companys accepted booking channels. The Customer is responsible for providing accurate and complete information regarding the Premises, required Services, access arrangements and any special requirements.
A booking is considered provisional until confirmed by the Company. The Company may issue a booking confirmation setting out the date, time, service type, estimated duration and applicable charges. By confirming a booking, the Customer agrees to these Terms and Conditions.
The Customer must ensure that someone with authority to grant access is present at the Premises at the agreed start time, unless alternative access arrangements have been agreed in advance, such as a key safe or reception desk access for commercial premises.
The Company reserves the right to decline or cancel any booking at its sole discretion, including where the Premises are outside its usual service area or where there are health and safety concerns.
4. Access and Customer Obligations
The Customer must provide safe and unobstructed access to the Premises on the date and time of the booking. This includes ensuring that the Premises are secure yet accessible to the Cleaner, and that any alarm systems are properly disarmed or instructions provided.
The Customer is responsible for ensuring that the Premises are in a safe condition for work, and that all utilities such as electricity and water are available for the duration of the visit. Where applicable, the Customer should also ensure that pets are safely contained and do not pose a risk to the Cleaner or interfere with the Services.
If the Cleaner is unable to gain access or commence work due to circumstances within the Customers control, the visit may be treated as a late cancellation and a charge may be applied in accordance with the cancellation terms set out in these conditions.
5. Equipment and Materials
Unless otherwise agreed, the Company will supply its own cleaning products and equipment necessary to perform the Services. Where the Customer requests the use of their own materials or equipment, this must be stated at the time of booking.
The Company is not responsible for any damage or unsatisfactory results arising from the use of cleaning products or equipment supplied by the Customer, including but not limited to specialist or unlabelled products, or defective appliances.
The Customer must advise the Company of any surfaces, items or finishes that require special care or specific cleaning instructions, such as natural stone, antique furniture or delicate fabrics. In the absence of such instructions, the Company will apply reasonable skill and care using general cleaning methods.
6. Prices and Payments
Prices for Services are usually based on an hourly rate, fixed package, or a quotation specific to the Premises. The applicable price will be confirmed to the Customer at the time of booking or in a written quotation. All prices are quoted in pounds sterling and may be subject to applicable taxes where required by law.
The Company reserves the right to revise its prices from time to time. Any changes will not affect confirmed bookings, except where the scope of work has changed, the information provided at booking was materially inaccurate, or there are unforeseen conditions at the Premises that significantly increase the time or resources required.
Payment terms will be communicated at the time of booking. Unless otherwise agreed, payment is due either in advance of the Service or immediately upon completion of the visit. The Company may accept various forms of payment such as bank transfer, card payment or other cashless methods, as notified to the Customer.
For regular or commercial contracts, the Company may issue periodic invoices in accordance with agreed billing arrangements. Payment must be made by the due date stated on the invoice. The Company reserves the right to charge interest or late payment fees on overdue amounts in accordance with applicable UK law.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by giving the Company adequate notice through the approved communication channels. Unless otherwise specified in a separate agreement, the following policy will generally apply.
For cancellations or rescheduling with more than 48 hours notice before the scheduled start time, no cancellation fee will usually be charged.
For cancellations or rescheduling with less than 48 hours but more than 24 hours notice, the Company may charge up to 50 percent of the estimated service value.
For cancellations, rescheduling, or failure to provide access with less than 24 hours notice, or where the Cleaner attends but is unable to commence work due to circumstances within the Customers control, the Company may charge up to 100 percent of the estimated service value.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, severe weather, transport disruption, safety concerns or other events of force majeure. In such cases, the Company will offer an alternative appointment at the earliest available opportunity. The Company will not be liable for any indirect loss or cost arising from such cancellations.
8. Quality of Service and Complaints
The Company aims to provide Services with reasonable skill and care. If the Customer is dissatisfied with any aspect of the cleaning, they should notify the Company as soon as possible, and in any event within 24 hours of the service being provided, giving clear details of the issue.
Where a complaint is justified and directly related to the quality of the Service provided, the Company may, at its discretion, offer a re clean of the affected areas, a partial credit, or another appropriate remedy. The Companys obligation will be limited to rectifying the service to a reasonable standard and will not extend to refunds or compensation for consequential loss.
9. Customer Property and Liability
The Customer is responsible for safely securing valuable, fragile or irreplaceable items before the Cleaner attends the Premises. The Company recommends that jewellery, cash, important documents, collectible items and items of high sentimental value are stored securely and not left in open or vulnerable locations.
The Company holds appropriate liability cover for accidental damage or loss directly caused by the negligence of its Cleaners, subject to policy terms, conditions and exclusions. The Companys total aggregate liability for any claim arising out of the provision of Services shall not exceed the total amount paid by the Customer for the specific Service during which the incident occurred.
The Company will not be liable for normal wear and tear, pre existing damage, deterioration caused by improper installation or use of items, or for damage resulting from the use of defective materials, equipment or products supplied or requested by the Customer.
The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or inconvenience arising out of or in connection with the Services, to the maximum extent permitted by law.
10. Health, Safety and Waste Regulations
The Company and its Cleaners will comply with applicable health and safety legislation while performing the Services. The Customer must inform the Company in advance of any known hazards at the Premises, including but not limited to structural defects, hazardous materials, infestations or dangerous equipment.
The Company does not undertake the removal or handling of hazardous, clinical, chemical or biological waste, including sharps, medical waste, asbestos, or materials contaminated with bodily fluids beyond normal domestic cleaning. Any such items must be disposed of by the Customer through authorised waste collection services in accordance with UK waste regulations.
The Company may remove general household or office waste generated as a direct result of its cleaning activities, such as vacuumed dust or packaging from products used during the visit, provided that such waste is of a type and quantity that can be disposed of through normal domestic or commercial waste facilities at the Premises.
The Customer remains responsible for arranging appropriate collection and disposal of bulk waste, construction debris, large unwanted items, or any waste that requires special permits or handling under local waste management rules.
11. Keys and Security
Where the Customer provides keys or access codes to the Premises, the Company will take reasonable steps to ensure they are stored and used securely. Keys will be coded or stored in a manner that does not directly identify the address, where reasonably practicable.
The Company accepts no liability for loss or damage arising from keys or access devices that are lost or misused by third parties outside the control of the Company. Any suspected security issues should be reported to the Company immediately so that appropriate action can be taken.
12. Use of Subcontractors
The Company may use subcontractors or self employed cleaners to carry out all or part of the Services. Such individuals will be vetted to a reasonable standard and required to adhere to these Terms and Conditions or equivalent obligations.
The Customer agrees that the Company remains the primary contractor and point of contact, and that all bookings, payments, feedback and complaints should be directed to the Company rather than to individual Cleaners.
13. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor 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. These may include, but are not limited to, extreme weather, fire, flood, acts of God, strikes, transport disruption, pandemics, or governmental restrictions.
14. Personal Data and Confidentiality
The Company will handle personal data provided by the Customer in accordance with applicable data protection laws in the United Kingdom. Personal details will be used for the purposes of managing bookings, delivering Services, processing payments, and communicating with the Customer.
The Company will take reasonable steps to keep Customer information confidential and secure. Cleaners are instructed not to disclose confidential information encountered at the Premises, except where required by law or where necessary to protect safety or prevent crime.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect once published on the Companys official channels or otherwise communicated to the Customer. The terms in force at the time of the booking will apply to that specific Service, unless a change is required by law or regulatory authority.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any disputes or claims arising out of or in connection with them or the Services, whether contractual or non contractual, 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 their subject matter.
17. Severability
If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written quotation 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, representations or agreements, whether written or oral.
By making a booking or allowing the Cleaner to commence work at the Premises, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
