Cleaners Ruislip Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Ruislip provides domestic and commercial cleaning services. 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.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Client means any individual, business, organisation or other entity that requests, books or receives cleaning services from Cleaners Ruislip.

Company means Cleaners Ruislip, the provider of the cleaning services.

Services means cleaning and related services supplied by the Company to the Client, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, and related services.

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

Cleaner means any operative, subcontractor, or employee engaged by the Company to provide the Services.

2. Scope of Services

The Company provides cleaning services within Ruislip and the surrounding areas, subject to availability. The exact scope of the Services will be agreed at the time of booking and confirmed in the booking confirmation provided to the Client.

Unless expressly agreed in writing, the Services do not include specialised cleaning such as the removal of hazardous substances, pest control, professional carpet restoration, building work, or gardening. The Company reserves the right to refuse any work that it considers unsafe, inappropriate, or beyond the agreed scope.

3. Booking Process

3.1 A booking may be made by the Client through the Company’s online or offline booking channels, as made available from time to time.

3.2 When making a booking, the Client must provide accurate information about the Premises, including size, condition, access arrangements, and any special requirements. The Company relies on this information to estimate the duration, price, and resources required.

3.3 All bookings are subject to acceptance and confirmation by the Company. A booking will only be considered confirmed once the Client has received a booking confirmation from the Company setting out the date, time, service type, and price estimate where applicable.

3.4 The Company may require a minimum booking duration for certain services. Details will be communicated to the Client at the time of booking.

3.5 The Company reserves the right to refuse or cancel a booking where it reasonably believes that it cannot provide the Services safely, effectively, or in accordance with these Terms and Conditions.

4. Access to the Premises

4.1 The Client must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed start time. This may include providing keys, access codes, parking arrangements, or instructions for entry.

4.2 If the Cleaner cannot gain access to the Premises at the agreed time, the Company may charge the Client a missed appointment fee or the full service fee, at the Company’s discretion.

4.3 Keys or access devices provided by the Client will be kept securely by the Company or the Cleaner and used only for the purpose of performing the Services. The Client is responsible for ensuring that any alarm systems are either deactivated or that clear instructions are provided.

5. Client Obligations

5.1 The Client agrees to provide a safe working environment for the Cleaner. This includes ensuring that the Premises are free from hazards, that utilities such as electricity and water are available, and that any pets are appropriately controlled.

5.2 The Client must inform the Company before the start of the Services of any specific risks, delicate items, or surfaces that require special treatment. The Company will not be liable for damage to items that were not clearly identified as fragile or requiring special care.

5.3 The Client must not request the Cleaner to undertake any work that is unlawful, unsafe, or not covered by these Terms and Conditions. The Cleaner may refuse to carry out any task that falls outside the agreed Service or that they reasonably consider unsafe.

6. Pricing and Payments

6.1 Prices for the Services are provided to the Client at the time of booking and may be based on an hourly rate, a fixed price, or a combination of both, depending on the type of service.

6.2 Any price quoted before the commencement of the Services is an estimate based on the information provided by the Client. The Company reserves the right to adjust the price if the actual condition, size, or requirements of the Premises differ substantially from those described, or if additional work is requested.

6.3 Unless otherwise agreed in writing, payment is due on completion of the Services or in advance for certain services, such as end of tenancy or one-off deep cleaning.

6.4 The Company reserves the right to require a deposit at the time of booking for specific services. Deposits are non-refundable except where the Company cancels the booking without offering a reasonable alternative time.

6.5 If payment is not received by the due date, the Company may charge interest on any overdue amount at the statutory rate and may suspend further Services until all outstanding sums are paid in full.

6.6 The Client is responsible for any bank charges, transaction fees, or other costs associated with making payment for the Services.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule a booking by giving notice to the Company. Specific notice periods may apply depending on the type of service.

7.2 For regular domestic or office cleaning, the Client must provide at least 24 hours notice prior to the scheduled start time to cancel or reschedule an appointment without charge. If less than 24 hours notice is given, the Company may charge up to the full service fee.

7.3 For one-off, deep cleaning, or end of tenancy cleaning services, the Client must provide at least 48 hours notice to cancel or reschedule without charge. If less than 48 hours notice is given, the Company may retain all or part of any deposit paid or charge a cancellation fee up to the full service price.

7.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, severe weather, or operational issues. In such cases, the Company will offer the Client an alternative appointment time. If no suitable alternative can be agreed, the Client will be entitled to a refund of any deposit or prepayment for the affected appointment.

8. Service Quality and Complaints

8.1 The Company aims to provide a high standard of cleaning services in the Ruislip area and expects the Client to inspect the work as soon as reasonably possible after completion.

8.2 If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and within 48 hours of the service being completed, providing reasonable details of the concern.

8.3 Where the complaint is justified and directly related to the quality of the Services, the Company may, at its discretion, arrange for the Cleaner to return to the Premises to rectify any issues, or offer an appropriate partial refund or discount on future services.

8.4 The Company is not obliged to provide any remedy where the Client fails to notify the Company within the specified time frame or where the issue arises from circumstances beyond the Company’s control.

9. Liability and Insurance

9.1 The Company will take reasonable care when providing the Services and will ensure that Cleaners are appropriately trained and instructed.

9.2 The Company maintains public liability insurance to cover accidental damage or injury directly caused by the Cleaner while performing the Services. Details of the insurance cover are available on request.

9.3 The Client must inform the Company of any alleged damage or loss as soon as practicable and in any event within 48 hours of the completion of the Services. The Company may require evidence such as photographs, receipts, or repair estimates.

9.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.

9.5 The Company will not be liable for normal wear and tear, pre-existing damage, or deterioration of items or surfaces that are old, poorly maintained, or otherwise fragile, including but not limited to paintwork, sealants, and fabrics.

9.6 The Company will not be responsible for any loss of cash, jewellery, documents, or items of high value unless such items have been specifically pointed out to the Company in writing prior to the Service and the Company has accepted responsibility for them.

9.7 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded under applicable law.

10. Waste Disposal and Environmental Regulations

10.1 The Company will dispose of routine household waste and cleaning by-products generated as part of the Services using the bins and facilities provided at the Premises, in accordance with local waste collection rules.

10.2 The Client is responsible for ensuring that appropriate bins and containers are available and that any local requirements for recycling or separation of waste are clearly explained to the Cleaner.

10.3 The Company will not remove large quantities of waste, builders rubble, hazardous materials, chemical waste, medical waste, or any items that require special collection, licensing, or treatment under environmental or waste regulations.

10.4 Where the Client requests the removal of any items from the Premises, it is the Client’s responsibility to ensure that such removal is lawful and compliant with local waste disposal regulations. The Company may refuse any request that would breach such regulations or pose a health and safety risk.

11. Materials, Equipment and Health and Safety

11.1 The Company may provide cleaning materials and equipment as part of the Services or may agree that the Client will supply them. Any such arrangements will be confirmed at the time of booking.

11.2 Where the Client provides cleaning products or equipment, the Client is responsible for ensuring that they are safe, suitable for use, and compliant with relevant safety standards. The Company will not be liable for any damage or injury arising from the use of products or equipment supplied by the Client.

11.3 The Cleaner may refuse to use any product or equipment that they reasonably believe to be unsafe or unsuitable.

11.4 The Company and the Cleaner will follow reasonable health and safety practices and comply with applicable regulations while providing the Services.

12. Privacy and Data Protection

12.1 The Company will collect and process personal information about the Client only to the extent necessary to manage bookings, provide the Services, and administer its business.

12.2 Personal information will be handled in accordance with applicable data protection laws. The Company will take appropriate technical and organisational measures to protect such data from unauthorised access, loss, or misuse.

13. Amendments to Terms and Conditions

13.1 The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings and will be made available to Clients upon request.

13.2 Where changes materially affect ongoing regular service arrangements, the Company will give the Client reasonable notice and continued use of the Services after such notice will constitute acceptance of the updated terms.

14. Governing Law and Jurisdiction

14.1 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.

14.2 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.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15.2 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 right or remedy.

15.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings or arrangements, whether written or oral.

By placing a booking with Cleaners Ruislip or by using our Services, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.