Terms And Conditions
Cleaners Surrey Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Surrey provides domestic and commercial cleaning services within Surrey and surrounding areas in the United Kingdom. By making a booking, you agree to be bound by these Terms and Conditions, which form the entire agreement between you and Cleaners Surrey for the provision of cleaning services.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.
Definitions
In these Terms and Conditions, the following words have the meanings given below:
Client means the individual, company or organisation booking or receiving cleaning services from Cleaners Surrey.
Company means Cleaners Surrey, the provider of cleaning services.
Services means any cleaning services provided by the Company to the Client, including but not limited to regular domestic cleaning, one off deep cleaning, end of tenancy cleaning, office and commercial cleaning, and related services.
Cleaner means a person engaged by the Company to carry out the Services.
Service Area means the locations where the Company provides cleaning services, primarily within Surrey and nearby localities in the United Kingdom.
Scope of Services
The Company agrees to provide the Services with reasonable skill and care, using competent Cleaners and appropriate cleaning materials and equipment, unless otherwise agreed with the Client.
The exact scope of the Services, including frequency, duration and specific tasks, will be agreed at the time of booking. Any special requirements must be clearly communicated by the Client and accepted by the Company before the commencement of the Services.
The Company reserves the right to refuse or discontinue any Services if the premises are unsafe, unsanitary beyond what can reasonably be addressed during the booked session, or if the Client behaves in an abusive or threatening manner towards any Cleaner or representative of the Company.
Booking Process
Bookings can be requested through the Companys booking channels as made available from time to time. When making a booking, the Client must provide accurate and complete information, including the property type, approximate size, condition, access details, parking arrangements and any particular requirements.
All bookings are subject to acceptance by the Company. A booking will be considered confirmed only when the Company has issued a confirmation, which may include the date, time, type of service, estimated duration, and applicable charges.
The Company may request photographs or other information to assess the condition of the property and determine the appropriate duration and price. Where the information provided by the Client is inaccurate or incomplete, the Company reserves the right to adjust the quoted price, extend or shorten the duration of the visit, or decline to proceed with the booking.
The Client is responsible for ensuring that the Company and the Cleaner have safe and reasonable access to the premises at the agreed time. This includes providing any keys, access codes or entry instructions in advance, and ensuring that parking is available where required.
Prices and Payments
Unless otherwise stated, all prices are quoted in pounds sterling and include applicable taxes where required by law. The Company reserves the right to change its prices at any time. However, confirmed bookings will be charged at the rate agreed at the time of confirmation, subject to any adjustments arising from inaccurate information provided by the Client or changes requested by the Client.
The pricing for the Services may be based on hourly rates, fixed fees, or a combination of both, depending on the type of service and the details of the booking. Any minimum charges or call out fees will be communicated to the Client before confirming the booking.
Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of service, or within a specified period after completion, depending on the type of Client and service. The Company may accept various payment methods such as bank transfer, card payments or other methods as notified from time to time.
Where payment is not received by the due date, the Company reserves the right to suspend further Services and to charge interest on overdue amounts at the statutory rate, as permitted by applicable UK law. The Client will also be responsible for any reasonable costs incurred by the Company in recovering overdue payments, including debt collection and legal costs where applicable.
Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company prior notice within the minimum notice period specified at the time of booking. If the Client cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may be up to the full amount of the booked service.
Where a Cleaner attends the premises and is unable to gain access due to the absence of the Client, failure of keys or access codes, or other issues beyond the Companys control, this may be treated as a late cancellation and may be charged at the full service rate.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to sickness of a Cleaner, severe weather, transport disruption, or other force majeure events. In such cases, the Company will use reasonable efforts to notify the Client as soon as possible and, where feasible, offer an alternative appointment. The Company will not be liable for any indirect losses arising from such cancellations or rescheduling.
Client Obligations
The Client agrees to:
Provide accurate information about the premises and the required Services.
Ensure safe and reasonable access to the premises, including arrangements for keys, entry systems and parking.
Provide a safe working environment, including functioning lighting, running water, electricity and any other essential utilities.
Secure and remove valuable, fragile or irreplaceable items from areas to be cleaned, or clearly identify any items requiring special care.
Comply with all applicable laws and regulations in relation to the premises, including health and safety requirements.
If the Client fails to comply with these obligations, the Company may be unable to perform the Services as agreed and may charge for any wasted attendance or additional time required.
Quality of Service and Complaints
The Company aims to provide Services to a high standard. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably possible, specifying the nature of the issue and providing any supporting information requested.
Where a complaint is made within a reasonable period after the service date, the Company may, at its discretion, offer to rectify the issue by arranging a re clean of the affected areas, or may provide a partial refund or credit. Any re clean must be scheduled within a reasonable time frame and within the Service Area.
The Companys liability in respect of any complaint will be limited as set out in the Liability and Insurance section below.
Liability and Insurance
The Company will use reasonable care and skill in the performance of the Services. However, the Client acknowledges that ordinary wear and tear, pre existing damage, and limitations of certain surfaces and materials may affect the outcome of cleaning.
The Company will maintain appropriate insurance cover for its business operations, including public liability insurance, subject to policy terms and conditions. Details of insurance cover can be made available upon reasonable request.
The Companys total liability to the Client in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed the total fees paid by the Client to the Company for the specific service visit from which the claim arises.
The Company will not be liable for:
Loss or damage arising from inaccurate information provided by the Client.
Loss or damage to items that are fragile, valuable or irreplaceable where the Client has not secured or highlighted them prior to cleaning.
Normal wear and tear or deterioration that could reasonably be expected from professional cleaning.
Indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of data or loss of opportunity.
Any failure or delay in performing the Services due to events beyond the Companys reasonable control.
Nothing in these Terms and Conditions will exclude or limit the Companys liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.
Damage and Breakages
The Client must report any alleged damage or breakages believed to have been caused by a Cleaner to the Company as soon as reasonably practicable after the service visit, and in any event within a reasonable period. The Client must provide details of the item, the nature of the damage, and any relevant evidence.
Where appropriate and at its discretion, the Company may offer to repair the item, arrange a replacement where reasonably possible, or compensate the Client up to the limit of liability specified in these Terms and Conditions. Any resolution will be subject to the Companys investigation and its insurers requirements where applicable.
Waste and Environmental Regulations
The Company will comply with relevant UK waste regulations and environmental requirements in relation to the Services. The Client acknowledges and agrees that:
Household and general waste generated at the premises remains the responsibility of the Client, unless the Company has specifically agreed to remove and dispose of certain waste materials as part of the Services.
The Company will not remove hazardous, clinical, chemical, construction, or other regulated waste from the premises. The Client is responsible for arranging appropriate disposal for such materials in accordance with applicable regulations.
Where the Company agrees to remove limited waste as part of a cleaning service, this may incur additional charges. Any such waste removal will be carried out in compliance with relevant waste carriage and disposal rules.
The Company encourages Clients to consider environmentally responsible cleaning practices, including recycling and the use of environmentally friendly products where practicable. Where the Client requests the use of specific environmentally friendly products, this should be agreed at the time of booking and may be subject to additional charges.
Health and Safety
The Company will take reasonable steps to ensure the health and safety of its Cleaners and Clients while providing the Services. Cleaners are instructed to follow safe working practices, including the proper use of cleaning products and equipment.
The Client must inform the Company of any known health and safety risks at the premises, such as structural issues, exposed wiring, hazardous substances, or aggressive pets. The Company reserves the right to refuse or discontinue Services where there is a risk to the health or safety of the Cleaner or others.
Cleaners are not authorised or insured to carry out tasks that fall outside normal cleaning activities, such as heavy lifting beyond reasonable limits, working at unsafe heights, or performing maintenance or repair work.
Property Access and Keys
Where the Client provides keys or access devices to the Company, these will be handled with reasonable care. The Company will implement reasonable measures to safeguard keys and access details, but will not be liable for loss or theft arising from circumstances beyond its control.
The Client is responsible for ensuring that any alarm systems are properly managed and that instructions are provided for arming and disarming where necessary. The Company will not be liable for any charges or issues arising from incorrect alarm instructions provided by the Client.
Data Protection and Confidentiality
The Company will process personal data of Clients in accordance with applicable data protection laws in the United Kingdom. The Company will use Client data only for purposes related to the provision and administration of the Services, including booking management, payment processing, and communication with the Client.
The Company will take reasonable steps to protect the confidentiality and security of Client information. The Company may retain records of services provided as required for legal, accounting and operational purposes.
Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, business practices or the Services offered. The latest version will apply to any new bookings. For ongoing or regular service arrangements, the Company will notify the Client of any material changes where required by law.
By continuing to use the Services after any amendments take effect, the Client will be deemed to have accepted the updated Terms and Conditions.
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 Services, including any non contractual disputes or claims.
Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.
Entire Agreement
These Terms and Conditions, together with any written service confirmation or schedule issued by the Company, constitute the entire agreement between the Client and the Company in relation to the Services. The Client acknowledges that they have not relied on any statement, promise or representation not expressly set out in these Terms and Conditions.
