Cleaners E16 Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners E16 provides cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which form a legal agreement between you and Cleaners E16 for the provision of cleaning services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, firm or company purchasing cleaning services from Cleaners E16.
Company means Cleaners E16, 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, end of tenancy cleaning, deep cleaning and office cleaning.
Premises means the property or properties where the Services are to be carried out.
Cleaner means any employee, worker, subcontractor or representative engaged by the Company to deliver the Services.
Booking means a confirmed appointment for Services agreed between the Client and the Company.
2. Scope of Services
The Company will provide the Services as set out in the booking confirmation issued to the Client. The specific tasks, duration and frequency will be agreed at the time of booking. Any additional services requested on site are subject to availability and may incur additional charges.
The Company reserves the right to decline any work that it considers unsafe, unsuitable or beyond the agreed scope of Services. This may include work at excessive height, moving heavy furniture, or dealing with hazardous or biological waste.
The Client is responsible for providing accurate information regarding the size and condition of the Premises and any special requirements. If the information provided is incomplete or misleading, the Company may adjust the price, duration or scope of the Services or decline to proceed.
3. Booking Process
Bookings may be made through the Company’s authorised booking channels as made available from time to time. The Client must provide their full name, service address, access details, and sufficient information about the required Services.
A Booking will only be considered confirmed when the Company has accepted the request and issued a booking confirmation. The Company may require a deposit or card details to secure the Booking, particularly for larger jobs such as end of tenancy or deep cleaning.
The Client must ensure that access to the Premises is available at the agreed time. If the Cleaner is unable to gain access due to incorrect information, keys not being available, or the Client or their representative not being present where required, the Company may charge a call out fee or the full service fee, at its discretion.
The Company reserves the right to reschedule a Booking due to operational reasons, staff availability, traffic or weather conditions. The Company will use reasonable efforts to notify the Client as soon as practicable and offer an alternative appointment.
4. Client Obligations
The Client must ensure that the Premises are safe and suitable for the provision of the Services. This includes providing electricity, running water, adequate lighting, and safe access.
The Client must inform the Company in advance of any health and safety risks, alarms, security systems, pets, or sensitive items on the Premises. Any areas or items that must not be cleaned should be clearly communicated before the Service starts.
The Client is responsible for securing valuable, breakable, fragile or irreplaceable items before the start of the Service. The Company does not accept responsibility for damage to items that are inherently fragile, have pre existing damage or wear and tear, or are not suitable for normal cleaning processes.
For regular ongoing Services, the Client must provide clear, safe access and notify the Company promptly of any changes to access arrangements, contact details, or special instructions.
5. Cleaning Materials and Equipment
Unless otherwise agreed, the Company will supply its own cleaning materials and standard equipment necessary to perform the Services.
If the Client requests the use of their own products or equipment, this must be agreed in advance. In such cases, the Client is responsible for ensuring that products and equipment are safe, in good working order, and suitable for the intended tasks. The Company will not be liable for any damage or issues arising from the use of Client supplied products or equipment.
The Client must not request the use of any hazardous substances or equipment that could put the Cleaner at risk. The Company reserves the right to refuse to use any item it deems unsafe.
6. Payments and Charges
Service prices will be confirmed at the time of Booking based on the information provided by the Client. The Company reserves the right to adjust the price if the actual condition, size or requirements of the Premises differ significantly from those described by the Client.
Payment is due in accordance with the payment terms notified to the Client at the time of Booking. This may include payment in advance, on the day of Service, or on invoice for approved commercial Clients.
Accepted payment methods will be communicated by the Company and may include card payments, bank transfers or other cashless methods. The Company may refuse to accept cash payments at its discretion.
If payment is not received by the due date, the Company may suspend further Services until payment is made in full and may charge interest on overdue amounts in accordance with applicable law.
All quoted prices are inclusive or exclusive of value added tax as specified by the Company at the time of Booking, and will be charged in accordance with current tax regulations.
7. Cancellations and Rescheduling
The Client may cancel or reschedule a Booking by providing notice to the Company. The specific notice period required will be stated at the time of Booking. As a general guideline, at least 24 hours notice is required for standard appointments, and a longer notice period may apply to larger or specialist jobs.
If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full service fee for the Booking.
If the Cleaner is unable to access the Premises or commence the Service through no fault of the Company, this may be treated as a late cancellation by the Client and charged accordingly.
The Company may cancel a Booking at any time due to operational, safety, or staffing reasons. In such cases, no cancellation fee will apply and any prepaid amounts for the cancelled Booking will be refunded or credited, at the Client’s choice.
8. Service Quality and Complaints
The Company aims to provide Services with reasonable skill and care. If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible, and in any event within 48 hours of the completion of the Service.
Upon receiving a complaint, the Company may request photographs or a description of the issue and may offer a re clean of the affected areas or another reasonable remedy. Any re clean must take place within a reasonable time after the original Service and at a time agreed with the Client.
The Company will not be obliged to offer a re clean or other remedy in respect of complaints received more than 48 hours after completion of the Service, or where the Premises have been used, occupied or altered in a way that prevents proper assessment of the original work.
9. Liability and Insurance
The Company will exercise reasonable care in the selection and training of Cleaners and will maintain appropriate insurance cover as required by law for the Services it provides.
To the fullest extent permitted by law, the Company’s 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 or otherwise, shall not exceed the total fees paid by the Client for the particular Booking giving rise to the claim.
The Company will not be liable for any indirect or consequential losses, loss of profit, loss of opportunity, or loss of enjoyment arising from the provision or non provision of the Services.
The Company will not be responsible for:
Wear, discolouration or damage resulting from normal cleaning processes on items that are old, worn, stained or not suitable for cleaning.
Pre existing damage or defects at the Premises, including loose or faulty fixtures, fittings or surfaces.
Damage or issues resulting from failure of the Client to secure valuables, fragile items or to provide accurate instructions.
Any third party costs, such as landlord or letting agent fees, except where required by law.
Nothing in these Terms and Conditions limits or excludes any liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence.
10. Keys and Security
If the Client provides keys, fobs or access codes to the Company, these will be stored and handled with reasonable care. The Client should not provide unique or irreplaceable keys where practical alternatives exist.
In the unlikely event of loss of keys, the Company’s liability will be limited to the reasonable cost of key cutting or replacement locks for the affected entry points, subject to the overall liability cap set out in these Terms and Conditions.
11. Waste Handling and Environmental Compliance
The Company will comply with applicable waste and environmental regulations when handling waste arising from the Services.
Standard household waste and small quantities of non hazardous waste generated during cleaning will be placed in the Client’s designated bins for collection by the local authority or the Client’s waste contractor.
The Company will not remove large items, furniture, construction waste, electrical items, hazardous substances, clinical or biological waste from the Premises. The Client is responsible for arranging appropriate disposal for such items through authorised waste carriers or local authority schemes.
The Client must not request the Cleaner to dispose of waste in a manner that breaches local or national waste regulations, including fly tipping, placing prohibited items in general waste, or using unauthorised bins or land.
Where specialist waste disposal is required as part of an agreed Service, this will be expressly stated in the Booking and handled in accordance with applicable regulations and guidance.
12. Health and Safety
The Company is committed to maintaining safe working practices. The Client must not request tasks that would put the Cleaner at risk, such as climbing on unsuitable ladders, working outside safe reach, or handling dangerous substances.
The Company reserves the right to withdraw its staff from the Premises if they feel unsafe or if conditions are unsanitary or hazardous. In such cases, the Company may charge for time spent on site and any reasonable costs incurred.
13. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events beyond its reasonable control. This may include extreme weather, transport disruption, power failure, industrial action, public health emergencies, or other unforeseen events.
Where a force majeure event occurs, the Company will take reasonable steps to inform the Client and to resume Services as soon as it is reasonably practicable.
14. Data Protection and Privacy
The Company will handle personal data provided by the Client in accordance with applicable data protection laws. Personal data will be used for the purposes of administering Bookings, providing Services, taking payment, and maintaining records.
The Company will take reasonable steps to keep Client information secure and will not share personal data with third parties except where necessary to deliver the Services, comply with legal obligations, or with the Client’s consent.
15. Termination of Ongoing Services
Where the Client has arranged regular ongoing Services, either party may terminate the arrangement by giving notice in accordance with the terms agreed at the start of the Service. If no specific notice period is agreed, a minimum of one week’s notice will apply.
The Company may terminate or suspend Services with immediate effect where the Client fails to pay on time, behaves abusively towards staff, creates unsafe conditions, or otherwise breaches these Terms and Conditions.
16. Changes to Terms and Conditions
The Company may update these Terms and Conditions from time to time. The latest version will apply to all new Bookings and to ongoing Services after reasonable notice has been given to the Client. Continued use of the Services after notification of changes will constitute acceptance of the updated Terms and Conditions.
17. 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 or formation 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.
18. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision will be interpreted to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
The Client may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to deliver the Services, provided that this does not reduce the level of service provided to the Client.
These Terms and Conditions, together with any written booking confirmation or service agreement, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any previous agreements or understandings.
