Earls Court Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Earls Court Cleaners provides cleaning and related services to residential and commercial customers. By 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 expressions have the meanings given below:
Company means Earls Court Cleaners, the provider of cleaning and related services.
Customer means any individual, business, or organisation that requests or receives services from the Company.
Services means any cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office and commercial cleaning, carpet and upholstery cleaning, and one-off or specialist cleaning services.
Premises means the property or location where the Services are to be performed.
Cleaner means any employee, worker, or subcontractor engaged by the Company to deliver the Services.
2. Scope of Services
The Company will provide the Services as agreed with the Customer at the time of booking. Any descriptions of Services on promotional materials, advertisements, or service descriptions are for general guidance only and do not form part of these Terms and Conditions, unless expressly confirmed in writing by the Company.
The Company reserves the right to refuse to undertake any task that, in the reasonable opinion of the Cleaner or the Company, is unsafe, illegal, or beyond the scope of the agreed Services. This includes, but is not limited to, work at unsafe heights, handling of hazardous substances, or tasks that may pose a risk to health, safety, or property.
3. Booking Process
3.1 A booking is made when the Customer requests Services and the Company confirms acceptance of the booking. Confirmation may be provided verbally or in writing, including through an online booking system or other communication channels.
3.2 The Customer is responsible for providing accurate information about the Premises, including size, layout, and condition, as well as any specific requirements for the Services. The Company may adjust the quoted price or recommended duration if the information provided is incomplete or inaccurate.
3.3 All bookings are subject to availability. The Company will make reasonable efforts to accommodate the Customer's preferred date and time, but does not guarantee the availability of a particular Cleaner or time slot.
3.4 The Company may require a minimum booking duration for certain Services. Any changes to minimum durations will be communicated before the booking is confirmed.
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 time. This includes providing keys, access codes, or arranging for someone to be present to grant entry.
4.2 Where keys are provided to the Company, the Company will take reasonable care to ensure their security. The Customer is responsible for making sure that keys provided are clearly labelled and do not contain identifiable information linking them to the Premises address.
4.3 If the Cleaner is unable to gain access to the Premises at the agreed time, or if access is delayed by more than 20 minutes through no fault of the Company, the visit may be treated as a late cancellation and a fee may be charged in accordance with the cancellation terms set out below.
5. Customer Obligations
5.1 The Customer must provide a safe working environment for the Cleaner, including adequate lighting, heating, running water, and access to electrical outlets as reasonably required for the Services.
5.2 The Customer must inform the Company of any hazards or special circumstances at the Premises, including but not limited to fragile items, alarm systems, pets, restricted areas, or health and safety concerns.
5.3 The Customer is responsible for securing valuable, delicate, or irreplaceable items before the start of the Service. The Company recommends that such items are stored safely and out of the areas where the Cleaner will be working.
5.4 The Customer must not instruct the Cleaner to undertake any work that falls outside the agreed Services or that is in breach of health and safety rules, waste regulations, or these Terms and Conditions.
6. Pricing and Quotations
6.1 Prices for Services may be provided as hourly rates, fixed fees, or package prices, depending on the type of service requested.
6.2 Any quotation provided by the Company is based on the information supplied by the Customer and on the Company's standard rates at the time of quotation. Quotations are indicative only and may be revised if the actual condition or size of the Premises differs substantially from that described.
6.3 The Company reserves the right to adjust its prices from time to time. Any price change will not affect confirmed bookings already accepted by the Company, unless additional Services are requested or the scope is altered by the Customer.
7. Payments
7.1 Payment is due in accordance with the payment terms communicated at the time of booking. The Company may require full or partial payment in advance, or may allow payment on completion of the Services, depending on the service type and the Customer's booking history.
7.2 Accepted payment methods will be notified to the Customer during the booking process. The Company does not accept responsibility for payments made to Cleaners directly outside of the authorised payment channels.
7.3 Where payment is not received by the due date, the Company reserves the right to suspend or cancel future bookings and to charge interest on overdue amounts at the statutory rate, as permitted by applicable law.
7.4 For ongoing or recurring services, the Customer authorises the Company to take regular payments in line with the agreed schedule. Any changes to the payment schedule or amount will be communicated in advance.
8. Cancellations and Rescheduling
8.1 The Customer may cancel or reschedule a booking by giving the Company adequate notice. The minimum notice period for cancellation or rescheduling will be confirmed at the time of booking.
8.2 If the Customer cancels or reschedules a booking without the required notice, the Company may charge a cancellation fee. The fee may be up to the full value of the scheduled Service, depending on the timing of the cancellation and any costs already incurred by the Company.
8.3 If the Company needs to cancel or reschedule a booking due to unforeseen circumstances, it will use reasonable efforts to provide as much notice as possible and to offer an alternative time. The Company will not be liable for any indirect losses arising from such cancellation or rescheduling.
8.4 In the event of persistent cancellations or repeated failures to provide access to the Premises, the Company reserves the right to terminate ongoing services and refuse future bookings.
9. Service Quality and Complaints
9.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Service, they should contact the Company as soon as possible, and in any event within 24 hours of completion where reasonably practical.
9.2 The Company may offer to re-clean specific areas or take other reasonable steps to address the issue, provided that the complaint is justified and directly related to the quality of the Services delivered.
9.3 The Customer must allow the Company a reasonable opportunity to inspect and, if appropriate, rectify any issues before seeking any other remedy.
10. Customer Property and Security
10.1 The Company will take reasonable care when delivering the Services. However, the Customer is responsible for securing money, jewellery, important documents, and other valuables before the Cleaner arrives.
10.2 The Customer should inform the Company promptly of any missing items or suspected security issues. The Company will investigate such reports and may involve relevant authorities where necessary.
10.3 The Company is not responsible for normal wear and tear or pre-existing damage to the Premises or contents. The Customer should notify the Company of any particularly fragile or high-risk items before the Service starts.
11. Liability and Insurance
11.1 The Company maintains appropriate insurance cover for its business operations, including public liability insurance, subject to the terms, conditions, and exclusions of the policy.
11.2 To the fullest extent permitted by law, the Company's total liability to the Customer in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the value of the specific Service during which the incident occurred or a sum reasonably proportionate to the loss, whichever is lower.
11.3 The Company will not be liable for:
a. Any indirect, consequential, or purely economic loss, including loss of profit, loss of business, or loss of opportunity.
b. Any damage caused by defective materials, equipment, or products supplied by the Customer.
c. Any damage arising from the Customer's failure to follow reasonable instructions or warnings given by the Company.
d. Any loss or damage that arises from inaccurate information provided by the Customer, or from circumstances beyond the Company's reasonable control, including but not limited to extreme weather, power failures, or public transport disruptions.
11.4 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded by law.
12. Use of Cleaning Products and Equipment
12.1 Unless otherwise agreed, the Company will provide its own cleaning products and basic equipment suitable for the Services booked.
12.2 If the Customer requests the use of specific products or equipment, the Customer is responsible for supplying them and for ensuring that they are safe and appropriate for the surfaces and areas to be cleaned. The Company accepts no responsibility for any damage arising from the use of products or equipment supplied or specified by the Customer.
12.3 The Company does not guarantee the complete removal of all stains or marks, particularly where they are old, set in, or caused by substances that permanently damage surfaces or fabrics.
13. Waste Handling and Environmental Compliance
13.1 The Company will handle general household or office waste generated during the normal course of cleaning, such as dust, packaging, and other non-hazardous rubbish, by placing it in the Customer's designated waste containers.
13.2 The Company does not operate as a licensed waste carrier and will not remove large volumes of waste, rubble, construction materials, garden waste, electrical items, or other bulky items from the Premises.
13.3 The Customer is responsible for ensuring that any special or hazardous waste present at the Premises is stored and managed in accordance with applicable waste regulations. The Company will not handle hazardous, clinical, or regulated waste, including but not limited to needles, medical sharps, biological materials, chemicals, solvents, or asbestos.
13.4 Where recycling facilities are available at the Premises, the Company will make reasonable efforts to separate recyclable materials in line with the Customer's instructions. However, the Customer remains responsible for ensuring that any local recycling rules and collection requirements are met.
13.5 If the Cleaner encounters waste or contamination that presents a health or safety risk, the Company may suspend or modify the Services and may charge additional fees for specialist cleaning where agreed with the Customer.
14. Health and Safety
14.1 The Company is committed to maintaining high standards of health and safety for both Cleaners and Customers. All Services are delivered in accordance with applicable health and safety legislation and guidance.
14.2 The Customer must not request or permit the Cleaner to undertake activities that are unsafe or that breach health and safety regulations, such as standing on unstable furniture, using inappropriate ladders, or handling hazardous materials.
14.3 The Company reserves the right to withdraw the Cleaner from the Premises if there is a reasonable belief that continuing the Service would pose a risk to health, safety, or wellbeing. In such circumstances, the visit may be treated as a cancellation by the Customer.
15. Data Protection and Privacy
15.1 The Company will collect and use personal data from Customers for the purposes of managing bookings, delivering Services, processing payments, and handling enquiries or complaints.
15.2 The Company will take reasonable steps to keep personal data secure and will process it in accordance with applicable data protection laws.
15.3 The Customer is responsible for ensuring that any personal data relating to occupants or staff at the Premises that is shared with the Company is provided lawfully and with appropriate consent where required.
16. Termination of Services
16.1 Either party may terminate ongoing or recurring Services by providing reasonable notice, as set out in any specific service agreement or as communicated at the time of booking.
16.2 The Company may terminate Services immediately where the Customer is in material breach of these Terms and Conditions, including but not limited to repeated non-payment, abusive behaviour towards Cleaners or staff, or persistent breaches of health and safety requirements.
16.3 On termination, the Customer remains liable for any outstanding payments for Services already provided and any applicable cancellation charges.
17. Changes to These Terms and Conditions
17.1 The Company may update or amend these Terms and Conditions from time to time. The revised version will apply to all new bookings made after the date on which the updated Terms and Conditions are published or otherwise communicated to Customers.
17.2 For ongoing or recurring Services, the Company will notify the Customer of any material changes. Continued use of the Services after such notification will constitute acceptance of the updated Terms and Conditions.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and shall be construed in accordance with the laws of England and Wales.
18.2 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 their subject matter.
19. General Provisions
19.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
19.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
19.3 These Terms and Conditions, together with any specific agreement or written confirmation of booking, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous oral or written understandings.
