Cleaner Ilford Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Ilford provides domestic and commercial cleaning services to customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

Client means the individual, business, or organisation requesting and paying for cleaning services.

Company means Cleaner Ilford, the provider of the cleaning services.

Cleaner means any employee, contractor, or representative engaged by the Company to deliver the cleaning services.

Services means any cleaning work or related services provided by the Company to the Client.

Premises means the address or property where the Services are to be provided.

2. Scope of Services

The Company provides scheduled and one off cleaning services, including regular domestic cleaning, one off deep cleaning, end of tenancy cleaning, office and commercial cleaning, and other related services as agreed with the Client. The specific tasks, frequency, and duration of the Services will be agreed at the time of booking and confirmed by the Company.

The Company reserves the right to refuse or discontinue Services if the Premises are unsafe, unsanitary to an extreme degree, or present health and safety risks that the Company reasonably considers unacceptable.

3. Booking Process

The Client may request a booking by contacting the Company through its accepted booking channels. A booking is only confirmed when the Company has provided a booking confirmation and, where required, the Client has paid any applicable deposit.

When making a booking, the Client must provide accurate information regarding the Premises, the size and condition of the property, access arrangements, parking availability, and any specific cleaning requirements. The Company relies on the accuracy of this information when providing quotes and time estimates.

The Company may adjust the quoted price or required time if, upon arrival, the Premises are significantly different from the description provided at the time of booking or if additional tasks are requested by the Client. Any such changes will be discussed with the Client before proceeding where reasonably possible.

Bookings are subject to availability. The Company does not guarantee the availability of specific dates, times, or particular Cleaners, although it will make reasonable efforts to accommodate the Client’s preferences.

4. Access to the Premises

The Client is responsible for providing safe and timely access to the Premises at the agreed time. This may include providing keys, key codes, access cards, or arranging for someone to be present at the Premises.

If the Cleaner is unable to gain access to the Premises, or if there are significant delays due to access issues caused by the Client, the Company may charge a call out fee or treat the booking as a late cancellation in accordance with the cancellation policy in these Terms and Conditions.

The Client must ensure that electricity, running water, and adequate lighting are available at the Premises during the time of the cleaning visit. If these are not available, the Company may be unable to carry out the Services and may treat this as a late cancellation.

5. Health, Safety, and Conduct

The Company is committed to maintaining high standards of health and safety. The Client must ensure that the Premises are reasonably safe for the Cleaner, including by securing pets where necessary and removing hazards that could cause injury.

The Client must not request the Cleaner to undertake any activity that is unsafe, illegal, or falls outside the agreed scope of the Services. The Cleaner may refuse to carry out any tasks that they reasonably consider unsafe or inappropriate.

The Client and any persons present at the Premises must treat the Cleaner with respect and must not engage in any abusive, discriminatory, or harassing behaviour. The Company reserves the right to withdraw Services immediately if a Cleaner is subjected to such behaviour, and any remaining booking fees may be forfeited.

6. Cleaning Materials and Equipment

Unless otherwise agreed, the Company will supply its own cleaning products and equipment suitable for the performance of the Services. Where the Client requests the use of their own products or equipment, this must be agreed in advance.

If the Client provides products or equipment, the Client is responsible for ensuring that they are safe, in good working order, and suitable for the intended purpose. The Company accepts no liability for any damage or inadequate results arising from the use of products or equipment supplied by the Client.

7. Pricing, Payments, and Deposits

The price for the Services will be communicated to the Client at the time of booking, based on the information provided. Prices may be calculated by the hour, by the job, or by reference to the size and type of the Premises.

All prices are expressed in pounds sterling and are inclusive or exclusive of applicable taxes as clearly stated at the time of booking.

The Company may require a deposit or advance payment to secure the booking. Where a deposit is required, the booking will not be confirmed until the deposit has been received.

Payment terms will be communicated at the time of booking. Unless otherwise agreed, payment is due on the day of service completion or in advance for certain services such as end of tenancy or deep cleaning.

The Company accepts payment by methods agreed and confirmed to the Client, which may include card payments or bank transfers. The Client must ensure that funds are available and that payment details are accurate.

If payment is not received when due, the Company reserves the right to suspend Services and may charge interest on overdue amounts at the maximum rate legally permitted in the United Kingdom, until payment is made in full.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the Company notice. The minimum notice period required will usually be 24 hours before the scheduled start time, unless otherwise specified at the time of booking.

Where the Client gives less than the required notice, the Company may charge a late cancellation fee, which may be up to the full value of the scheduled Services. This is to cover the Cleaner’s reserved time and associated costs.

If the Cleaner is unable to attend due to illness, transport problems, or other unforeseen circumstances, the Company will inform the Client as soon as reasonably possible and arrange an alternative time or a replacement Cleaner. If this is not possible, any amounts paid in advance for that visit will be credited or refunded.

The Company reserves the right to cancel or suspend Services at any time if the Client is in breach of these Terms and Conditions, fails to pay amounts due, or if continuing to provide the Services would place the Cleaner at risk.

9. Service Quality and Complaints

The Company aims to deliver Services to a professional standard. If the Client is dissatisfied with any aspect of the Services, they should notify the Company within a reasonable period, and in any event within 24 hours of the visit.

Where a complaint is justified, the Company may, at its discretion, arrange for the Cleaner to re attend and rectify the issue, or offer a partial refund or credit. The Client must allow the Company an opportunity to inspect and remedy any alleged deficiencies in the Services.

10. Client Responsibilities and Preparation

The Client should take reasonable steps to prepare the Premises for cleaning, which may include tidying away personal items, securing valuables, and making areas to be cleaned reasonably accessible.

While the Cleaners take care when working at the Premises, the Client is advised to put away fragile or high value items. The Company does not accept liability for normal wear and tear or for damage arising from the failure of items that are already worn, faulty, or insecure.

11. Damage, Loss, and Liability

The Company maintains appropriate insurance in respect of its Services. If the Client believes that damage or loss has been caused by a Cleaner, the Client must notify the Company as soon as possible and in any event within 24 hours of becoming aware of the issue.

The Client must provide reasonable evidence of the alleged damage or loss and must allow the Company or its insurers access to inspect and assess the situation. The Company may, at its discretion, repair the damage, replace the item, or offer fair compensation taking into account age, condition, and depreciation.

The Company will not be liable for any loss or damage arising from inaccurate or incomplete information provided by the Client, from the use of products or equipment supplied by the Client, or from any instructions given by the Client that are contrary to the manufacturer’s guidance or to reasonable practice.

The Company will not be liable for indirect, consequential, or purely economic losses, including loss of profit, loss of opportunity, or loss of business, whether arising in contract, tort, or otherwise, to the maximum extent permitted by law.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, for fraud, or for any other matter where liability cannot be limited or excluded under applicable law.

12. Waste Handling and Environmental Regulations

The Company complies with relevant waste and environmental regulations applicable in the United Kingdom. During the provision of cleaning services, general household waste and light commercial waste generated as part of routine cleaning will normally be placed in the Client’s existing bins at the Premises.

The Company is not a licensed carrier of controlled waste. The Cleaners will not remove large volumes of waste, hazardous waste, building rubble, electrical items, or any materials that are subject to specific disposal requirements. Examples include paint, solvents, chemicals, asbestos, clinical waste, and sharp items.

The Client is responsible for arranging proper disposal of any such items in accordance with local waste management rules and regulations. If the Client requests assistance with waste beyond ordinary cleaning waste, this must be agreed in advance and may be subject to additional charges and conditions where legally permissible.

The Company supports environmentally responsible cleaning practices and may, where practicable, use eco friendly products and methods. However, this is not guaranteed unless expressly agreed with the Client at the time of booking.

13. Keys and Security

Where the Client provides keys or access codes to the Company, these will be stored and handled with reasonable care. The Company will take appropriate steps to safeguard keys and will not label keys with full address details.

If a key is lost by a Cleaner, the Company’s liability will be limited to the reasonable cost of cutting a new key or, where security requires it, changing the lock, up to a reasonable maximum amount. The Client must notify the Company of any particular security requirements in advance.

14. Insurance

The Company maintains public liability insurance and, where applicable, employer’s liability insurance in accordance with legal requirements. Details of insurance cover may be made available to the Client upon reasonable request.

15. Personal Data and Privacy

The Company will collect and use certain personal data about the Client in order to manage bookings, provide the Services, and handle payments and communications. The Company will process personal data in accordance with applicable data protection laws in the United Kingdom.

The Client’s data will not be sold to third parties. Data may be shared with service providers who support the Company’s operations, such as payment processors, where necessary to deliver the Services.

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 new bookings and to ongoing Services where the Client has been notified of the changes. Continued use of the Services after notification of updated terms will constitute acceptance of the revised Terms and Conditions.

17. Events Beyond Our Control

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, transport disruption, power outages, strikes, or other incidents that make performance of the Services impracticable.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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, the Services, or their subject matter.

19. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

20. Entire Agreement

These Terms and Conditions, together with any written service confirmation or agreement issued by the Company, constitute the entire agreement between the Client and the Company in relation to the provision of the Services, and supersede any prior discussions, understandings, or agreements.

By placing a booking for cleaning services with Cleaner Ilford, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.