Terms and Conditions for Cleaners Kennington

These Terms and Conditions set out the basis on which Cleaners Kennington provides domestic and commercial cleaning services. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear, fair, and practical framework for both parties, covering the booking process, payment arrangements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the agreement.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, while “you” and “your” mean the customer or any person acting on the customer’s behalf. The services provided may include regular cleaning, one-off cleaning, deep cleaning, end-of-tenancy cleaning, and related specialist tasks as agreed in advance. Any extra services not expressly included in a booking will only be performed if mutually agreed and may be subject to additional charges.

By using our service, you confirm that you are legally able to enter into a contract and that any person requesting services on your behalf has authority to do so. You also confirm that the information you provide is accurate and complete, including access details, service requirements, property conditions, and any matters that may affect the safe or effective performance of the work.

1. Booking Process

A booking for cleaning services in Kennington is made when you accept a quotation, confirm a service slot, or otherwise instruct us to proceed. The booking may be made through written communication, by telephone, or by any other method we make available. We may request relevant details before confirming a booking, including property size, type of cleaning required, preferred date and time, access arrangements, parking limitations, and any special instructions.

All bookings are subject to availability and to our ability to provide the service safely and effectively. A booking is not guaranteed until we have confirmed it. We reserve the right to decline a booking where we believe the requested work is unsuitable, outside our scope, impractical, unsafe, or in breach of any legal or operational requirement. Where a quotation is provided, it will usually be based on the information supplied at the time. If the actual condition of the premises differs materially from the description provided, we may revise the price, the time required, or both.

You are responsible for ensuring that the premises are ready for cleaning at the agreed time, including providing access, clearing personal valuables where appropriate, and making us aware of any hazards, pets, or restricted areas. If access is delayed or prevented due to circumstances within your control, we may charge for waiting time, wasted travel, or a failed visit. If our team arrives and is unable to start work because the property is not accessible or conditions are unsuitable, the booking may be treated as cancelled by you.

2. Service Standards and Customer Responsibilities

We will carry out the service with reasonable care and skill, using suitable methods and products for the agreed task. However, the exact outcome may depend on the age, condition, and material of the surfaces being cleaned. Some marks, stains, limescale, odours, wear, or ingrained dirt may not be removable without specialist treatment or may be impossible to remove without risk of damage. Any statement about expected results is an estimate and not a guarantee unless we expressly agree otherwise in writing.

You must let us know in advance if there are fragile items, hidden defects, delicate surfaces, alarms, security systems, or any other conditions that could affect the work. If you ask us to move items, clean inside appliances, or handle possessions, you accept that these tasks carry some risk of incidental movement or minor disturbance. We will not be responsible for normal wear, pre-existing faults, or damage that results from the reasonable use of standard cleaning methods where no negligence is involved.

Our cleaners may refuse to handle items they reasonably consider unsafe, unsanitary, excessively heavy, hazardous, or beyond the agreed scope. Where we are unable to complete part of the service because of circumstances at the property, we may still charge for the time already spent, together with any agreed call-out or minimum charge. We may also ask you to remove obstacles or confirm instructions before continuing.

In order to preserve service quality, you agree not to ask our staff to work in an unsafe environment, to lift objects that require more than ordinary manual handling, or to undertake tasks that fall outside lawful or insured cleaning activity. If a request appears to involve specialist trades, treatment of infestation, dangerous waste, or hazardous materials, we may decline that request entirely.

3. Payments, Fees, and Invoicing

Prices may be quoted as fixed fees, hourly rates, or a combination of both depending on the type of cleaning appointment. Unless stated otherwise, all prices are exclusive of any taxes that may apply and are based on the information available at the time of quotation. We reserve the right to revise pricing where the scope of work changes, where the property condition differs from the original description, or where additional time or materials are required to complete the service properly.

Payment terms will be confirmed at the time of booking or on the invoice. We may require payment in advance, a deposit, payment on completion, or payment within a specified period after invoicing. If payment is not made when due, we may suspend or cancel future bookings, charge reasonable recovery costs, and/or charge interest on overdue sums to the extent permitted by law. Any bank charges or payment processing costs caused by failed or reversed payments may also be passed on to you where lawful.

Where a deposit is taken, it may be non-refundable unless otherwise agreed or unless cancellation rights under applicable law require a refund. If a quote was based on a minimum duration and the work finishes earlier than expected, we may still charge the agreed minimum fee. If additional work is requested during the visit, we may either invoice separately or adjust the final fee based on the extra time and materials used.

4. Cancellations, Changes, and Late Access

You may request a change to the booking date, service type, or duration, but any change is subject to availability and may affect pricing. We will use reasonable efforts to accommodate amendments, although we are not obliged to do so. If you need to cancel, you should give as much notice as possible. Cancellations made within the notice period stated at booking may not incur a charge, while late cancellations may be charged in full or in part to cover reserved time, scheduling disruption, and any unavoidable costs already incurred.

If our team is unable to gain access at the agreed time, or if the property is not ready for the service, we may treat this as a late cancellation or a failed appointment. The full fee or a reasonable proportion of it may be charged where our staff have attended and could not carry out the work through no fault of our own. If we need to leave and return because access was not available, additional charges may apply.

We reserve the right to cancel or reschedule a booking due to illness, staff shortage, unsafe conditions, severe weather, transport disruption, equipment failure, or other events beyond our reasonable control. In such cases, we will aim to offer an alternative appointment. Our liability for cancellation due to such events will be limited to refunding any prepayment for the affected visit, unless further rights apply under mandatory law. We will not be liable for indirect losses arising from cancellation or rescheduling.

When a cancellation is made by us for operational reasons, we will try to communicate as early as reasonably possible. We may also suspend or cancel a booking if there is a serious safety concern, if payment has not been received, if the customer has breached these terms, or if the premises present a risk that cannot be appropriately managed by normal cleaning methods.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, we will not be responsible for losses that are indirect, incidental, special, or consequential, including loss of profit, loss of opportunity, business interruption, or reputational harm, whether arising in contract, tort, or otherwise.

Our total liability for any claim arising from a particular booking will be limited to the amount paid or payable for that booking, except where a different limit is required by law. This limit applies whether the claim concerns delay, defective performance, negligence, breach of contract, or any other cause of action. We are not responsible for pre-existing damage, items already worn or defective, or defects that become visible only after dirt, dust, or residue has been removed.

We will not be liable for damage caused by items that are unstable, poorly fixed, already cracked, badly maintained, or unsuitable for cleaning by normal methods. If you ask us to use products or techniques contrary to our recommendation, you accept the associated risk unless the damage is caused by our negligence. You should remove or secure highly valuable, fragile, or sentimental items before work begins.

6. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and provide enough information for us to investigate. Where appropriate, we may return to inspect the issue, carry out remedial work, or offer a partial adjustment. Any remedy will depend on the circumstances, including whether the issue was caused by our actions, by the condition of the property, or by instructions given by you.

We ask that complaints are raised promptly so that concerns can be assessed while the relevant details remain available. Failure to notify us within a reasonable time may affect our ability to investigate the matter and may limit the remedies available. Nothing in this section affects any legal rights you may have as a consumer under applicable legislation.

If a complaint concerns alleged loss or damage, you must provide reasonable evidence, including photographs, descriptions, and any supporting information we may request. We may also ask for access to the relevant area so that we can inspect the issue. Any settlement offered is made without admission of liability unless expressly stated otherwise.

7. Waste Regulations and Environmental Compliance

We expect all work to comply with applicable waste management and environmental laws in the United Kingdom. Our team will handle cleaning waste, disposable materials, and removed debris in a responsible manner. Ordinary waste generated during cleaning will be disposed of in line with the property’s arrangements and with any instructions that are legally and practically appropriate. We do not remove controlled, hazardous, clinical, chemical, or specialist waste unless this has been expressly agreed in advance and can lawfully be handled.

You must tell us if there are items or residues that may be hazardous, contaminated, or subject to special disposal rules. This includes, by way of example, sharp objects, bodily fluids, mould-affected materials, solvents, asbestos-related debris, electrical items, pest waste, or any material requiring a licensed waste carrier or specialist contractor. We may refuse to deal with such items, may stop work if they are discovered unexpectedly, and may charge for time spent if the issue was not disclosed beforehand.

Where waste is removed as part of the service and lawful disposal requires segregation, packing, or transport beyond ordinary cleaning activity, any additional cost may be charged to you if agreed in advance. You remain responsible for ensuring that the property and its contents are not contaminated in a way that would make our ordinary cleaning service unsafe or unlawful. If we believe a regulation may be breached, we may suspend the work until the issue is resolved.

8. Data, Access, and Property Protection

We will only use information provided for the purpose of administering bookings, carrying out the service, handling billing, and complying with legal obligations. Access codes, keys, and security instructions supplied to us will be treated with reasonable care and used only for the agreed visit. However, you are responsible for ensuring that access arrangements are secure and that any lock, alarm, or entry system is functioning correctly.

We may use subcontractors or suitably trained personnel to perform all or part of the service. If we do so, these terms will still apply. Any person carrying out work on our behalf is expected to act professionally and with reasonable care, but the same limitations on liability and customer responsibilities apply. You must not interfere with the work in a way that makes it unsafe or materially prevents completion.

We may refuse to clean areas where the presence of valuables, illegal items, aggressive animals, infestation, or unsafe conditions creates an unacceptable risk. If the premises are unsuitable on arrival, we may leave and charge reasonably for attendance. If you want a particular product avoided due to allergies, material sensitivity, or environmental preference, you must tell us before the service starts. We will try to accommodate reasonable requests, but cannot guarantee the result if a suitable alternative is not available.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

We may update these terms from time to time to reflect operational changes, legal requirements, or improved service practices. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or agreed in writing. By continuing to use the service after any update, you agree to the revised terms for future bookings.

These terms are intended to be clear, practical, and fair, while allowing Cleaners Kennington to deliver reliable services with proper standards of safety, payment, and compliance. If there is any inconsistency between a quotation, booking confirmation, and these terms, the more specific written agreement will prevail to the extent permitted by law.