Cleaners Lambeth Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Lambeth provides domestic and commercial cleaning and related 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 a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply.

Company means Cleaners Lambeth, the cleaning service provider.

Customer means any individual, company, or organisation that requests or receives services from the Company.

Services means cleaning and related services provided by the Company at the Customer premises.

Premises means the property or location where the Services are to be carried out.

Cleaner means any employee, contractor, or representative engaged by the Company to provide the Services.

2. Scope of Services

The Company provides a range of cleaning services, which may include regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, and other agreed services. The exact scope of Services will be agreed at the time of booking and confirmed in the booking confirmation.

The Company reserves the right to refuse any job that it reasonably considers to be unsafe, unsuitable, or beyond the standard scope of its Services, including tasks that require specialised equipment, training, or licences that the Company does not possess.

3. Booking Process

Bookings may be requested via the Company accepted communication channels as specified on its website or promotional materials. The Customer must provide accurate and complete information regarding the Premises, required Services, access details, and any particular instructions.

A booking request does not constitute a confirmed reservation until it has been accepted by the Company. The Company will issue a booking confirmation setting out the date, time, type of Services, estimated duration, and applicable charges. The Customer is responsible for checking the booking confirmation and notifying the Company promptly of any errors.

The Company may, at its discretion, request an advance payment or deposit to secure a booking, particularly for larger jobs such as end of tenancy cleans or deep cleans.

4. Customer Obligations

The Customer must ensure that the Premises are safe and accessible for the Cleaner at the agreed time. This includes providing access to electricity, running water, adequate lighting, and safe access routes.

The Customer is responsible for:

Providing accurate information about the condition and size of the Premises.

Declaring any health and safety risks, including hazardous materials, infestations, or structural issues.

Securing valuables, cash, and personal items. The Company does not accept responsibility for loss of such items unless caused by proven negligence or misconduct by the Cleaner.

Ensuring that pets are safely secured and do not pose a risk or obstruction to the Cleaner.

The Company reserves the right to refuse or suspend Services if the Premises are unsafe, access cannot be gained, or the Customer fails to comply with these obligations. In such cases, a cancellation or call-out fee may apply.

5. Access to the Premises

The Customer must ensure that the Cleaner can gain access to the Premises at the scheduled time. Access may be arranged via the Customer being present on site or by providing keys or access codes to the Company or Cleaner in advance.

If keys are provided, the Company will take reasonable care to ensure their safe keeping but will not be liable for loss due to events beyond its reasonable control. Keys will be coded and stored securely where applicable.

If the Cleaner is unable to access the Premises at the scheduled time due to missing keys, incorrect access details, or the Customer not being present, the Company may charge a missed appointment fee, typically equivalent to all or part of the expected service cost.

6. Pricing and Payments

Prices for Services are based on the type of service, estimated duration, and the size and condition of the Premises. The Company may provide estimated prices in advance, which are subject to confirmation once the job requirements are fully assessed.

All charges will be communicated to the Customer before the start of the Services. The Company reserves the right to adjust the price if the scope of work is significantly different from that originally described by the Customer, including where the property is larger, more heavily soiled, or requires additional time or resources.

Payment is due in accordance with the terms stated in the booking confirmation or invoice. Unless otherwise agreed, payment is typically due on the day of service completion. The Company may accept various payment methods as stated on its website or in its communications.

Where regular cleaning services are provided, the Company may invoice on a weekly, fortnightly, or monthly basis and the Customer must pay invoices by the due date specified. Failure to pay on time may result in suspension of Services and additional charges for late payment and debt recovery.

7. Deposits and Prepayments

The Company may require a deposit or full prepayment to secure certain bookings, such as end of tenancy or deep cleaning jobs. The amount and timing of any deposit will be confirmed at the time of booking.

Deposits are generally non-refundable in the event of late cancellation or failure to provide access to the Premises, subject to the cancellation terms set out in these Terms and Conditions.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company adequate notice. The required notice period will be stated at the time of booking. As a general guideline, at least 24 to 48 hours notice is usually required for standard appointments.

If the Customer cancels or reschedules with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be a fixed fee or a percentage of the service cost. For same-day cancellations or no access on arrival, the full service fee may be charged.

The Company will make reasonable efforts to accommodate rescheduling requests, but cannot guarantee availability of specific dates or times.

The Company reserves the right to cancel or amend a booking due to circumstances beyond its reasonable control, including illness, extreme weather, transport disruptions, or other operational issues. In such cases, the Company will offer an alternative appointment. If the alternative is not acceptable to the Customer, any prepayments for the affected booking will be refunded.

9. Service Quality and Complaints

The Company aims to deliver Services to a professional standard. If the Customer is dissatisfied with any aspect of the Services, the Customer must contact the Company as soon as reasonably practicable, and in any event within 24 to 48 hours of the service being carried out.

Complaints should include details of the issue and, where possible, supporting information. The Company will review the complaint and may arrange for a Cleaner to return to the Premises to rectify any justified issues at no additional cost, provided that.

The complaint is reasonable and related to the quality of the work performed.

The Premises and relevant areas have not been used or altered since the service was completed.

Complaints raised outside the stated time frame may not qualify for a free return visit, but the Company will still consider them in good faith.

10. Liability and Insurance

The Company holds appropriate public liability insurance to cover accidental damage or injury arising from the provision of the Services, subject to the policy terms and exclusions.

The Company will only be liable for direct loss or damage caused by its negligence or the negligence of its Cleaners, up to a maximum amount equal to the total fees paid by the Customer for the specific service during which the loss occurred.

The Company is not liable for:

Normal wear and tear or deterioration of surfaces, fixtures, or fittings.

Pre-existing damage, defects, or poor condition of items or surfaces.

Damage arising from the use of products or equipment supplied by the Customer or from following the Customer specific instructions contrary to the Company recommendations.

Loss of profit, business interruption, or any indirect or consequential losses.

The Customer must report any alleged damage as soon as reasonably practicable and in any event within 24 to 48 hours of the service. The Customer must provide evidence of the damage and allow the Company a reasonable opportunity to inspect and, where appropriate, to remedy the issue.

11. Customer Property and Fragile Items

The Customer should inform the Company of any particularly fragile, valuable, or unusual items at the Premises that may require special care. Cleaners will exercise reasonable care when handling Customer property.

The Company will not be responsible for damage to items that are inherently fragile, not properly secured, or in poor condition, including but not limited to loose fittings, unsecured fixtures, or items that cannot withstand normal cleaning processes.

12. Use of Cleaning Products and Equipment

The Company may use its own cleaning products and equipment or those provided by the Customer, as agreed at the time of booking.

If the Customer requests the use of specific products or equipment, the Customer is responsible for ensuring that such products are safe, suitable for their intended purpose, and do not pose a health risk to the Cleaner. The Company accepts no liability for adverse effects resulting from the use of Customer-supplied products.

13. Waste Handling and Environmental Regulations

The Company will comply with applicable UK regulations and industry standards relating to waste handling and disposal in connection with its Services.

The Company will dispose of routine household waste generated during cleaning into the Customer designated bins and containers at the Premises. The Company will not remove large volumes of waste, bulky items, construction materials, hazardous substances, or regulated waste from the Premises unless this has been expressly agreed in advance and is within legal and licensing constraints.

The Customer is responsible for ensuring that waste containers and collection arrangements at the Premises comply with local waste and recycling rules. The Company is not liable for missed or refused waste collections by local authorities or private waste contractors.

The Company aims to use products and methods that are efficient and environmentally conscious where practicable, but makes no guarantee that all products used will be eco-friendly unless this is specifically agreed in writing with the Customer.

14. Health and Safety

The Company takes health and safety seriously and expects Customers to do the same. Cleaners will follow reasonable health and safety practices while performing Services.

The Customer must not request or insist that the Cleaner undertakes any task that is unsafe, involves working at unreasonable heights, requires specialised safety equipment that is not available, or contravenes health and safety guidance.

The Company reserves the right to withdraw Services immediately if the Cleaner feels unsafe or is subject to abusive, threatening, or inappropriate behaviour. In such cases, the Customer may still be liable for the full service fee.

15. Force Majeure

The Company will not be 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 failures, power outages, accidents, illness, pandemics, or government restrictions.

16. Personal Data and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, delivering Services, and handling payments and communications. The Company will handle such data in accordance with applicable UK data protection laws and its privacy practices as described in its privacy information.

17. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. The current version will be made available on the Company website or provided upon request.

Any changes will not affect existing confirmed bookings already accepted by the Company, unless the changes are required by law or regulatory guidance, in which case they may apply with immediate effect.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or 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 their subject matter.

19. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be treated as severed from the remaining provisions, which will continue to be valid and enforceable.

20. Entire Agreement

These Terms and Conditions, together with any booking confirmation or written agreement between the Company and the Customer, constitute the entire agreement between the parties in relation to the Services. They supersede any prior discussions, understandings, or representations, whether oral or written.

By making a booking with Cleaners Lambeth or allowing a 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.