Cleaner Hounslow Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Hounslow provides cleaning and related services to domestic and commercial customers within its normal service area. By requesting, booking, or allowing performance of any service by Cleaner Hounslow, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with a booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings given to them below:

Customer or you means the individual, business, or organisation requesting or receiving services from Cleaner Hounslow.

Company, we or us means the cleaning service provider trading as Cleaner Hounslow.

Services means any cleaning, tidying, waste handling as permitted, or related work agreed between the Company and the Customer.

Premises means the property or properties at which the Services are to be carried out.

Booking means any request or order, whether written or verbal, accepted by the Company for the provision of Services.

Service Area means the general local area within which the Company normally operates and accepts bookings.

2. Scope of Services

The Company provides a range of cleaning Services, which may include domestic cleaning, commercial and office cleaning, end of tenancy cleaning, deep cleaning, and other associated services as agreed from time to time. The exact scope, frequency, and duration of each Service visit will be agreed during the booking process and confirmed as part of the Booking.

The Company reserves the right to decline any Booking that falls outside its Service Area or that involves tasks which the Company considers unsafe, unlawful, or unsuitable for its staff or contractors.

3. Booking Process

Bookings may be made by the Customer through any contact method accepted by the Company. A Booking is only confirmed when explicitly accepted by the Company. The Company may request additional information about the Premises, the required Services, access details, and any health and safety considerations before confirming a Booking.

The Customer is responsible for ensuring that all details provided at the time of Booking are accurate and complete, including the address, type of property, number of rooms or areas to be cleaned, and any special requirements. If the information provided is inaccurate or incomplete, the Company may adjust the price, revise the scope of work, or decline to provide the Services.

The Company may, at its discretion, request photographs or descriptions of specific areas to be cleaned to assist in estimating time and resources required. Any such estimation is given in good faith but does not constitute a guarantee that the work can be completed within a particular timeframe if conditions at the Premises differ from the information supplied.

For recurring Services, the agreed schedule, such as weekly, fortnightly, or monthly visits, forms part of the Booking. The Customer must promptly notify the Company of any changes to contact details, access arrangements, or requirements for the Services.

4. Access to the Premises

The Customer must provide safe, suitable access to the Premises at the agreed time. This may include providing keys, access codes, parking information, or instructions for reception or security staff where relevant.

If the Company or its cleaners are unable to gain access to the Premises at the scheduled time due to the Customer's act or omission, the visit may be treated as a late cancellation and may be chargeable in accordance with the cancellation terms set out in these conditions.

The Customer is responsible for ensuring that any alarms, pets, or other potential obstacles are managed so that Services can be performed safely and without unreasonable disruption.

5. Customer Obligations

The Customer agrees to:

Provide a safe working environment for the cleaners, including adequate lighting, ventilation, and access to running water and electricity where required.

Advise the Company of any hazards at the Premises, including but not limited to fragile items, defective fixtures, electrical issues, slippery surfaces, or any other risks to health and safety.

Secure or remove valuables, cash, and important documents before the commencement of Services. The Company does not accept responsibility for loss of money, jewellery, or items of sentimental or special value unless loss is directly caused by proven negligence or misconduct of the Company.

Not instruct cleaners to undertake any work which is unsafe, illegal, or outside the agreed scope of Services. Any such requests may result in immediate suspension of Services.

6. Equipment and Materials

Unless otherwise agreed, the Company will provide cleaning products and equipment required to perform the Services. The Customer should inform the Company in advance of any allergies, sensitivities, or preferences in relation to cleaning products so reasonable adjustments can be considered.

If the Customer elects to supply their own products or equipment, the Customer is responsible for ensuring that such items are safe, in good working order, and appropriate for the intended use. The Company accepts no liability for damage or poor results arising from the use of Customer-supplied products or equipment.

7. Pricing and Payments

Prices for Services are usually provided as an hourly rate, a fixed fee per visit, or a total price for a defined job, depending on the type of Booking. All prices will be communicated to the Customer before the Booking is confirmed.

The Company reserves the right to amend its prices from time to time. Any revised pricing will be notified to existing Customers with reasonable notice for future bookings or ongoing contracts.

Payment terms will be advised at the time of Booking and may include payment on the day of service, payment in advance, or invoicing with a specified credit period for approved business Customers. The accepted payment methods will be confirmed by the Company.

Where payment is not received by the due date, the Company may suspend or cancel further Services and may charge interest or late payment fees as permitted by law. The Customer is responsible for all costs reasonably incurred by the Company in recovering overdue sums.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a Booking subject to giving the minimum notice required by the Company. The standard minimum notice period for cancellation or rescheduling is usually 24 hours before the scheduled start time, unless otherwise stated at the time of Booking.

If the Customer cancels or reschedules a visit with less than the required notice, the Company may charge a cancellation fee up to the full amount of the planned visit, to cover costs and lost appointment time.

If the Company needs to cancel or reschedule a Booking due to staff illness, operational issues, or circumstances beyond its reasonable control, the Company will endeavour to give as much notice as possible and will offer an alternative appointment. The Company shall not be liable for any indirect loss or inconvenience caused by such cancellation or rescheduling.

9. Changes to Services on the Day

If, upon arrival at the Premises, the actual condition or scope of work differs significantly from that described at the time of Booking, the Company may adjust the price, amend the work to fit within the allocated time, or decline to proceed. Any changes will be discussed with the Customer where possible.

Additional tasks requested on the day may be accommodated at the Company's discretion and may incur extra charges. The Customer will be informed of any additional costs before the extra work is undertaken.

10. Complaints and Service Quality

The Company aims to deliver Services to a high standard. If the Customer is dissatisfied with any aspect of the Service, they should inform the Company as soon as reasonably practicable, ideally within 24 hours of the visit, so that the issue can be investigated and, where appropriate, rectified.

Where a complaint is justified and directly related to the quality of the cleaning Service, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or offer a discount on a future visit. Any remedy will be proportionate to the issue raised and subject to the Company being given a fair opportunity to inspect and respond.

11. Liability and Limitations

The Company will exercise reasonable skill and care in providing the Services. However, to the fullest extent permitted by law, the Company's total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total amount paid or payable by the Customer for the specific visit or job during which the event giving rise to the claim occurred.

The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, loss of opportunity, or loss of data, arising from the provision or non-provision of Services.

The Company will not be liable for wear and tear, pre-existing damage, or deterioration resulting from normal use of items or surfaces cleaned. The Customer is responsible for pointing out any delicate, valuable, or easily damaged items in advance so that appropriate care can be taken.

Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited or excluded.

12. Insurance

The Company aims to maintain suitable insurance cover for its cleaning activities, including public liability insurance, in accordance with industry standards. Details of such insurance can be made available upon reasonable request. The existence of insurance does not extend or increase the Company's liability beyond that set out in these Terms and Conditions.

13. Waste Handling and Environmental Regulations

The Company will handle general household or office waste arising directly from the cleaning process, such as dust, packaging from cleaning products, and small amounts of everyday waste, in accordance with relevant waste and environmental regulations.

The Company does not provide specialist waste removal services, including removal of large quantities of rubbish, construction waste, hazardous or clinical waste, sharp objects, or regulated materials. Such waste must be managed by appropriately licensed carriers or contractors. If the Company encounters waste of this nature, it may refuse to handle it and may either adjust the scope of the Service or cancel the visit.

The Customer shall not request or permit the Company to dispose of waste in any unlawful manner or in a way that breaches local waste or environmental regulations. The Customer is responsible for ensuring that any instructions given to the Company in relation to waste remain lawful and compliant.

14. Health and Safety

The Company is committed to maintaining high standards of health and safety for both its cleaners and Customers. Cleaners are instructed to follow safe working practices and to decline any task that could put their health or safety at risk.

The Customer must not request cleaners to climb onto unsafe surfaces, use inappropriate equipment, move excessively heavy items, or come into contact with hazardous substances. The Company may terminate or modify Services where unacceptable health and safety risks are identified.

15. Data Protection and Privacy

The Company may collect and process personal information about Customers and their representatives for the purpose of managing Bookings, providing Services, handling payments, and administering customer relationships. Such information will be handled in accordance with applicable data protection laws.

The Company will take reasonable steps to keep personal data secure and will only retain it for as long as necessary for legitimate business or legal purposes. Customers have certain rights in relation to their personal data, which can be exercised in accordance with applicable legislation.

16. Termination of Ongoing Services

Where Services are provided on a recurring basis, either party may terminate the ongoing arrangement by giving reasonable written or verbal notice, typically at least one full billing cycle, unless otherwise agreed.

The Company reserves the right to suspend or terminate Services immediately in the event of non-payment, repeated cancellations at short notice, abusive or threatening behaviour, dangerous conditions at the Premises, or any breach of these Terms and Conditions by the Customer.

17. Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for 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, transport disruption, strikes, pandemics, power failures, or accidents.

18. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new Bookings made after the date of publication. For ongoing or recurring Services, the Company will give reasonable notice of any significant changes and continued use of the Services after such notice will constitute acceptance of the updated terms.

19. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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 the Services provided by the Company.

20. General Provisions

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 severed from the remaining provisions, which shall continue to be valid and enforceable.

No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of Services and supersede any prior discussions, understandings, or agreements, whether written or verbal, relating to the same subject matter.