Terms and Conditions for Cleaners Richmond

These Terms and Conditions set out the basis on which Cleaners Richmond provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to start work, you agree to these terms. Please read them carefully before placing an order for any Richmond cleaning service or related service package.

These terms are designed to be clear, fair, and practical. They explain how bookings are accepted, how payments are handled, what happens if a visit is cancelled or rearranged, and the responsibilities of both parties while work is carried out. They also cover important matters such as liability, waste handling, and the law that applies to the agreement. The wording below applies to all standard cleaning services in Richmond unless we agree otherwise in writing.

In these terms, the words “we”, “us”, and “our” refer to the cleaning provider, and “you” or “your” refer to the customer. A booking may relate to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, or other agreed cleaning work. Any special requirements should be discussed before the booking is confirmed so that the correct service can be scheduled.

1. Booking Process

All bookings are subject to availability and acceptance. A request for service does not become a confirmed booking until we have reviewed the details and confirmed the appointment. We may ask for information about the property, the size of the job, the type of cleaning required, access arrangements, preferred timing, and any items or areas needing special attention. This helps us allocate the correct time, equipment, and personnel for the work.

When you book a cleaner in Richmond, you are responsible for ensuring that the information you provide is accurate and complete. If the property details, condition, or requested tasks change before the appointment, you must notify us as soon as possible. Significant changes may affect the price, duration, or suitability of the assigned cleaner. We reserve the right to amend the booking if the original details were incomplete or misleading.

We may offer estimated arrival windows rather than exact times. These windows allow for travel, traffic, previous appointments, and operational changes. While we aim to arrive on time, any time estimate is not a guaranteed fixed appointment unless expressly stated. If access is not available when the cleaner arrives, the booking may be treated as a late cancellation or failed visit.

Booking Confirmation

Once we have accepted your request, we will confirm the date, service type, and any agreed price or rate. The confirmation may be provided in writing, electronically, or by another agreed method. Please check the details carefully and let us know immediately if anything appears incorrect. Continued reliance on a booking confirmation indicates your acceptance of the service description, scope, and timing.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill when providing our services and will aim to complete the agreed work to a professional standard. However, the exact result may depend on the condition of the property, the time booked, the materials available, and any limitations created by existing stains, damage, age, or wear. Cleaning is not a restoration service unless specifically agreed.

You must ensure that the property is reasonably safe and suitable for cleaning. This includes providing safe access, working utilities where needed, and removing or securing hazardous items where appropriate. We may refuse to clean an area if we believe it would be unsafe to do so. If the work cannot proceed because the premises are unsafe, contaminated, inaccessible, or otherwise unsuitable, you may still be charged for the scheduled visit or for reasonable attendance costs.

Any valuables, fragile items, cash, documents, jewellery, and personal belongings should be secured before the visit begins. We are not responsible for moving or handling items unless this has been agreed in advance. If you ask us to clean around delicate surfaces, fixtures, ornaments, or specialist materials, you accept the ordinary risks associated with cleaning those items.

Where a key, access code, alarm code, fob, or similar entry method is provided, you confirm that you are entitled to share it with us for the purpose of the booking. Any such access information will be handled with reasonable care and used only for service delivery. We may refuse to accept access arrangements that we consider unsuitable or insecure.

3. Payments and Charges

Our charges may be based on hourly rates, fixed fees, property size, job complexity, or a combination of these factors. Any estimate given before the booking is confirmed is based on the information supplied and may be adjusted if the actual service requirements differ. If additional work is requested during the visit, we may revise the price accordingly, subject to your approval where practical.

Unless agreed otherwise, payment is due on completion of the service or in advance for certain bookings. We may require a deposit, part-payment, or full prepayment for some appointments, including large jobs, recurring arrangements, or bookings made at short notice. Payment methods accepted will be communicated at the time of booking or invoice issue.

All invoices must be paid in full by the due date stated. If payment is late, we may charge interest and recover reasonable costs in accordance with applicable UK law. We also reserve the right to suspend or refuse future services until outstanding balances are settled. Any discount, promotion, or special offer applies only in accordance with its stated conditions and may be withdrawn if those conditions are not met.

If payment is made by bank transfer, card, direct debit, or another non-cash method, you are responsible for ensuring sufficient funds are available and that the payment details are correct. Failure of payment due to incorrect information, insufficient funds, or third-party processing delays does not remove your obligation to pay.

Price Changes

We may review our prices periodically. Any change will not affect an already confirmed booking unless the booking is altered, extended, or re-quoted because of updated requirements. New pricing will apply to future appointments once communicated.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service, the time reserved, and whether special arrangements were made. For routine cleaning, shorter notice may be accepted at our discretion; however, late cancellation charges may apply where we have reserved time and resources for your appointment.

If you cancel too close to the scheduled visit, we may charge a cancellation fee or a portion of the agreed price to reflect lost time and preparation. This is especially relevant where supplies have been purchased, travel has already begun, or the appointment prevents us from accepting other work. The exact fee may vary depending on the circumstances and the timing of the cancellation.

If we need to cancel or reschedule due to illness, weather, transport disruption, staff availability, safety concerns, or other matters beyond our reasonable control, we will make reasonable efforts to rearrange the appointment at a suitable time. We are not liable for indirect loss arising from a necessary reschedule, provided we act reasonably and in good faith.

If our cleaner attends and cannot gain access, or the appointment cannot proceed because the property is not ready, unsafe, or materially different from what was described, the visit may be treated as a missed appointment. In such cases, a call-out charge, minimum fee, or full charge may apply. This includes situations where the customer is not present but attendance is required.

Recurring cleaning arrangements may be paused or ended by either party with reasonable notice. If you repeatedly cancel at short notice, change the scope of work, or fail to provide access, we may terminate the arrangement without further obligation.

5. Liability and Limitations

We will exercise reasonable care and skill while performing our services, but we cannot guarantee the complete removal of every stain, mark, odour, or sign of wear. Some materials and surfaces may react unpredictably to cleaning products or methods, particularly where they are old, delicate, untreated, or already damaged. By booking an Richmond cleaner, you acknowledge that cleaning outcomes can vary.

We are not liable for pre-existing damage, hidden defects, poor workmanship by others, structural issues, mould caused by building defects, or deterioration resulting from age or normal use. We also do not accept responsibility for items that were already loose, unstable, broken, or unsuitable for cleaning at the time of the visit. If you believe something is fragile or needs special handling, you must tell us in advance.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Subject to that, our total liability arising from any one service or series of related services will be limited to the amount paid or payable for the relevant booking, except where a different limit is required by law.

We are not responsible for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss arising from missed deadlines, unless such liability is expressly imposed by law. If you believe there has been a problem with the service, you must notify us within a reasonable time so that we have the opportunity to investigate and, where appropriate, put matters right.

You agree not to interfere with the cleaner’s work in a way that creates risk, delays completion, or causes damage. If your instructions conflict with safety requirements, our own working procedures, or the law, we may refuse to carry out the relevant task.

6. Waste Regulations and Disposal

During cleaning, waste may be generated from packaging, disposable cloths, removed debris, and other routine materials. Unless agreed otherwise, our service includes the responsible handling of ordinary waste produced in the course of the work, but it does not include the removal of large quantities of rubbish, building waste, hazardous materials, or specialist disposal items.

You must tell us in advance if the property contains sharp objects, bodily fluids, needles, mould contamination, chemical waste, pest infestations, asbestos, or any other substance that may require specialist handling. We will not handle waste that is dangerous, restricted, or subject to special regulatory controls unless we have expressly agreed and are legally permitted to do so.

Waste disposal must comply with applicable UK environmental and waste legislation. You agree to provide accurate information about any items requiring removal and to separate ordinary rubbish from controlled waste where necessary. If a collection, transport, or disposal arrangement is outside the scope of standard domestic cleaning, additional charges may apply or we may decline the task altogether.

Where we take possession of any waste for disposal as part of the service, we will do so only where lawful and only in accordance with proper handling requirements. We may refuse to remove items that cannot be disposed of lawfully through normal channels. You remain responsible for ensuring that any items left for disposal are permitted to be handled in the agreed manner.

7. Complaints, Remedies, and Service Issues

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so it can be reviewed. We may ask for photographs, details of the concern, and an opportunity to revisit the property if appropriate. Any remedy offered will depend on the circumstances and may include a re-clean of the affected area, a partial refund, or another reasonable solution at our discretion.

A complaint does not automatically entitle you to a full refund. We will consider the nature of the issue, the scope of the booking, whether the problem could have been avoided by better preparation or clearer instructions, and whether the alleged fault relates to the service itself or to pre-existing conditions. Any replacement service or remedial action may be offered without admission of liability.

If you make a complaint, you must allow us a reasonable opportunity to inspect the issue or arrange a follow-up visit. Where access is refused or the property has materially changed since the original appointment, we may be unable to verify the concern. In such circumstances, our ability to offer a remedy may be limited.

8. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless another forum is required by law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

We may update these terms from time to time to reflect changes in our operations, pricing structure, legal obligations, or service standards. The version in force at the time of your booking will apply to that booking unless a change is required by law. Continued use of our services after a revised version is published will indicate acceptance of the updated terms for future bookings.

These terms form the entire agreement between you and us in relation to the relevant service, except where a separate written agreement states otherwise. No failure or delay by us in enforcing any right will be treated as a waiver of that right. Headings are for convenience only and do not affect interpretation. References to one gender include all genders, and singular words include the plural where the context permits.

By booking a service with Cleaners Richmond, you confirm that you have read, understood, and agreed to these Terms and Conditions.