Terms And Conditions

Cleaner Waterloo Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Waterloo provides cleaning services to residential and commercial customers in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Cleaner Waterloo for each booking you make.

Please read these Terms and Conditions carefully before booking any cleaning service. 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 have the meanings set out below:

Customer means any individual, business, landlord, tenant, managing agent or other party who books or receives cleaning services from Cleaner Waterloo.

Company, we, us, our means Cleaner Waterloo, the provider of cleaning services.

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

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

Cleaner means an individual cleaner or team engaged by the Company to perform the Services.

Booking means a confirmed request by the Customer for Services on a specific date and time.

2. Scope of Services

The Company will provide cleaning Services as agreed at the time of booking. The description of the Services, including any special requirements, will be confirmed in writing before the commencement of work, where possible.

Unless otherwise agreed, the Services do not include specialist cleaning such as exterior window cleaning above ground floor level, cleaning of hazardous or contaminated areas, removal of heavy items, pest control, or any work that requires specialist training, licensing or equipment.

The Company reserves the right to decline any booking that falls outside its usual scope of Services or that may present health and safety risks to the Cleaner.

3. Booking Process

Bookings may be requested through the Companys chosen booking channels, including online forms or other contact methods made available from time to time. A booking is not confirmed until the Company has accepted the request and provided written or verbal confirmation of the date, time, and type of Service.

The Customer is responsible for providing accurate information when making a booking, including the size and condition of the Premises, access arrangements, parking restrictions, and any special instructions. If the information provided is incomplete or inaccurate, the Company may adjust the price, amend the scope of the Services or cancel the booking.

For one-off or specialist cleans, the Company may require photographs, an inventory, or further details in order to assess the work required. The Company may also request a site visit before confirming a booking in some cases.

The Customer must ensure that someone with authority to grant access is present at the Premises at the start of the appointment, unless alternative key holding arrangements have been agreed in advance.

4. Prices and Quotations

Prices for Services will be provided at the time of booking or following an initial enquiry. Quotations are based on the information supplied by the Customer and on the anticipated time and resources required to complete the work.

The Company may provide either a fixed price quotation or an estimate based on an hourly rate, depending on the nature of the work. Where work is charged on an hourly basis, the final cost will reflect the actual time spent on site, subject to any agreed minimum booking period.

The Company reserves the right to revise quotations if the condition or size of the Premises differs significantly from that described by the Customer, or if additional tasks are requested on the day of the Service.

All prices are quoted in pounds sterling and are exclusive or inclusive of applicable taxes as specified at the time of booking.

5. Payments and Invoicing

Payment terms will be confirmed when you make a booking. The Company may require payment in advance, a deposit, or full payment upon completion, depending on the type of Service and the Customers history with the Company.

For regular cleaning Services, payment is typically due on the day of each visit or in accordance with an agreed schedule. For one-off or end of tenancy cleans, payment may be required partly or fully in advance.

Accepted payment methods will be communicated by the Company and may include card payments, bank transfers or other cashless methods. The Company does not accept cheques unless expressly agreed in advance.

Invoices will be issued electronically where applicable. The Customer must notify the Company of any dispute regarding an invoice within seven days of the invoice date. Failure to do so will be deemed acceptance of the charges.

If payment is not received by the due date, the Company reserves the right to suspend or cancel further Services and to charge interest on overdue amounts at the statutory rate until payment is made in full.

6. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company adequate notice. Unless otherwise stated at the time of booking, at least 24 hours notice is required for cancellation or rescheduling of standard appointments, and at least 48 hours notice for one-off, deep cleaning or end of tenancy jobs.

If the Customer cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee up to the full value of the booked Service. This is to compensate for the time reserved and the loss of opportunity to allocate the Cleaner to another booking.

Where the Cleaner attends the Premises but cannot gain access, or where the Customer fails to provide entry instructions, this will be treated as a late cancellation and the full or partial fee may be charged at the Companys discretion.

The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including illness, transport issues, severe weather, or operational reasons. In such cases, the Company will endeavour to provide as much notice as possible and, where reasonable, offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such cancellations.

7. Customer Obligations

The Customer agrees to provide a safe working environment for the Cleaner, including running water, electricity, reasonable lighting and ventilation, and safe access to the Premises.

The Customer must secure any valuables, confidential documents and items of sentimental or high value prior to the Service. The Company does not accept responsibility for loss of items not properly secured or disclosed.

The Customer must inform the Company in advance of any hazards at the Premises, including but not limited to faulty electrics, broken furniture, loose fittings, or areas contaminated with bodily fluids, mould or other potentially hazardous materials.

Where cleaning involves appliances or fixtures, the Customer is responsible for ensuring that such items are in safe working order and are suitable to be cleaned using standard methods and materials.

8. Access, Keys and Security

If the Customer provides keys or access codes, these will be handled with reasonable care and kept secure by the Company and its Cleaners. Keys may be labelled in a manner that does not identify the full address of the Premises.

The Customer is responsible for ensuring that any alarm systems are appropriately configured for the Cleaners visit and for providing clear instructions on how to set and unset alarms. The Company is not responsible for any cost or damage resulting from alarm activations where correct instructions were not provided or where the alarm system is faulty.

At the end of the Service, the Cleaner will leave the Premises secured in accordance with the Customer’s instructions. The Company accepts no liability for loss or damage arising from incorrect or incomplete security instructions provided by the Customer.

9. Cleaning Standards and Complaints

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

Where a complaint is justified, the Company may offer to re-clean the affected areas or to make a partial refund, at its discretion. The Customer must allow the Company reasonable opportunity to inspect and rectify any issues.

The Company will not be liable for complaints raised more than 24 hours after the Service, or where the Customer or a third party has carried out additional cleaning or alterations that prevent proper inspection.

10. Liability and Exclusions

The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for any loss or damage arising from the Services is limited as follows.

The Company will not be liable for normal wear and tear, for pre-existing damage, or for deterioration that could not have been prevented by reasonable cleaning methods. The Company is not responsible for damage caused by faulty materials, poorly installed fixtures, or items that are not suitable for standard cleaning.

The Companys total liability for any claim arising under or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total fees paid by the Customer for the specific Service giving rise to the claim.

Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

The Company will not be liable for any indirect or consequential loss, loss of profits, loss of business, or loss of opportunity arising out of or in connection with the Services.

11. Damage, Breakages and Insurance

All reasonable care will be taken to avoid damage to the Premises and its contents. In the event of accidental damage caused by a Cleaner during the provision of the Services, the Customer must report such damage to the Company in writing within 24 hours of the Service.

The Company may request evidence such as photographs or quotes for repair or replacement. Where appropriate, the Company may arrange repair, replacement or make a goodwill payment, at its discretion and subject to any applicable insurance cover.

The Company is not responsible for damage resulting from wear, defects, instability or the Customers failure to secure or protect items that are fragile or have special cleaning requirements.

12. Waste Handling and Regulations

During the provision of the Services, the Cleaner may collect and place general household or office waste in appropriate bins on the Premises. The Company will comply with applicable UK waste regulations as they relate to the handling and separation of waste during normal cleaning activities.

The Company does not provide licensed waste removal or disposal services and will not remove large quantities of waste, bulky items, hazardous waste, electrical equipment or regulated materials from the Premises unless specifically agreed in advance and permitted by law.

Hazardous waste includes but is not limited to chemicals, solvents, medical or clinical waste, sharp objects, asbestos, and materials contaminated with bodily fluids beyond what would reasonably be encountered in routine cleaning. The Customer is responsible for the proper disposal of such materials through authorised channels.

The Customer must ensure that any waste to be handled by the Cleaner is reasonably contained and does not pose a health or safety risk. The Company may refuse to handle any waste that it considers unsafe or non-compliant with relevant regulations.

13. Health and Safety

The Company is committed to maintaining health and safety standards for its Cleaners and Customers. Cleaners are instructed to follow safe working practices and to use products and equipment in accordance with manufacturers instructions.

The Customer must not request the Cleaner to perform any task that could reasonably be considered unsafe or outside the Cleaners training, such as climbing on unsecured ladders, moving very heavy furniture, or handling hazardous substances.

The Company reserves the right to withdraw a Cleaner from the Premises if the environment is deemed unsafe or if the Cleaner is subjected to abuse, harassment or unreasonable behaviour. In such cases, the Customer may be charged for the time attended.

14. Supplies and Equipment

Unless agreed otherwise, the Company will supply the necessary cleaning materials and equipment to perform the Services. The Customer must notify the Company in advance of any allergies or sensitivities to cleaning products so that alternatives can be considered where feasible.

If the Customer prefers the Cleaner to use the Customers own products or equipment, this must be agreed in advance. In such cases, the Customer is responsible for ensuring that the products and equipment are safe, in good working order, and suitable for the intended use.

15. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events beyond its reasonable control, including but not limited to acts of God, extreme weather, strikes, transport disruptions, pandemics, or government restrictions.

16. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all bookings made after the effective date of the updated terms. Where changes materially affect existing regular Customers, the Company will take reasonable steps to inform them.

17. Data Protection and Privacy

The Company will handle any personal information provided by the Customer in accordance with applicable UK data protection laws. Personal data will only be used for the purposes of managing bookings, delivering Services, processing payments, and handling queries or complaints.

The Company will take reasonable measures to protect personal information from unauthorised access, disclosure or loss and will only retain such information for as long as necessary for legal and operational purposes.

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 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 provision of the Services.

19. Severability

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.

20. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any additional terms expressly agreed in writing, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous agreements, understandings or arrangements, whether written or oral.

By confirming a booking with Cleaner Waterloo, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.