South Kensington Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which South Kensington Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. They are designed to be clear, fair, and practical, while protecting both the customer and the service provider. For the avoidance of doubt, references to South Kensington Cleaners include our cleaners, subcontractors, and any authorised representatives acting on our behalf.

These terms apply to standard cleaning, deep cleaning, end-of-tenancy cleaning, and any other domestic or business cleaning service agreed in writing or verbally before the service begins. If any additional terms are agreed for a particular job, those additional terms will apply only where they do not conflict with these general terms. In the event of a conflict, the most specific written agreement will take priority for that booking.

By booking our services, the customer confirms that they are legally able to enter into a contract and that the information they provide is accurate and complete. The customer also confirms that they are authorised to arrange access to the premises and to approve the scope of work requested. South Kensington Cleaners may refuse or cancel a booking if the information supplied is false, incomplete, or likely to create a risk to staff, property, or lawful performance of the service.

Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until South Kensington Cleaners has accepted the request and provided confirmation of the date, time, service type, and any agreed price estimate or fixed fee. We reserve the right to decline any request without providing a reason, especially where the work requested falls outside the scope of our service, presents an unacceptable safety risk, or cannot reasonably be delivered within the time available.

At the time of booking, the customer should provide accurate details about the property, the type of cleaning required, access arrangements, parking or entry restrictions, pets, known hazards, and any special instructions. If the customer fails to disclose relevant information and the service is delayed, extended, or materially changed as a result, additional charges may apply. South Kensington Cleaners may also adjust the agreed price if the actual condition, size, or complexity of the premises differs significantly from the information supplied at booking.

The customer must ensure that reasonable access is available at the scheduled time. If entry cannot be gained, or if the property is not ready for cleaning, the appointment may be treated as a late cancellation or wasted visit. Where keys, codes, passes, or other access methods are supplied, the customer remains responsible for ensuring they are correct and available. We are not liable for delays caused by missing access information, building restrictions, third-party interference, or events outside our reasonable control.

Payments

Payment terms will be agreed when the booking is made. Unless stated otherwise, payment is due on completion of the service and may be collected by card, bank transfer, cash, or any other approved method. For certain services, including larger or recurring cleaning arrangements, South Kensington Cleaners may request a deposit or full prepayment before the appointment. Any deposit will be deducted from the final amount due unless it is stated to be non-refundable in the booking confirmation.

If the service is charged on an hourly basis, the final price will depend on the time spent carrying out the work and any extras requested by the customer. If the service is charged at a fixed rate, that rate applies only to the agreed scope of work. Any additional tasks, extended time, specialist equipment, or consumables requested during the visit may be charged separately. We may also charge interest or reasonable recovery costs on overdue sums in line with applicable UK law.

The customer agrees to pay all valid invoices within the payment period stated on the invoice or booking confirmation. If payment is declined, reversed, disputed without valid reason, or not received on time, we may suspend future services, charge reasonable administrative fees, and pursue recovery of the outstanding balance. Title to any goods supplied, where applicable, will remain with South Kensington Cleaners until payment is received in full.

Cancellations and Changes

Customers may cancel or reschedule a booking, but notice must be given as early as possible. Where less than the agreed notice period is provided, a cancellation fee may apply. Unless otherwise stated, the standard notice period is 24 hours before the scheduled appointment time. Cancellations made after the cleaners have arrived, or where access is not available, may be charged in full or in part to cover lost time, travel, and staffing costs.

If the customer needs to amend the booking, they should notify us promptly. We will do our best to accommodate changes to date, time, or service specification, but we cannot guarantee availability. South Kensington Cleaners may reschedule where necessary due to staff illness, safety concerns, severe weather, transport disruption, equipment failure, or other circumstances beyond our control. In such cases, we will offer a revised appointment time where reasonably possible.

Service Standards and Liability

South Kensington Cleaners will carry out services with reasonable care and skill, using appropriately trained staff and suitable cleaning methods. However, cleaning outcomes may vary depending on surface condition, age of materials, staining, previous maintenance, and the time available. We do not guarantee the removal of every stain, mark, odour, or defect, particularly where damage is long-standing or the relevant material is delicate, porous, or already deteriorated.

Customers must remove or secure valuables, cash, documents, medicines, and fragile items before the service begins. Unless we have expressly agreed otherwise in writing, we are not responsible for loss or damage to items left accessible in the property. We are also not liable for pre-existing faults, hidden defects, structural issues, faulty fixtures, electrical problems, or damage caused by unsuitable materials, poor workmanship by others, or ordinary wear and tear.

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to this, our total liability for any claim arising out of or in connection with a booking shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law.

Any complaint about the service should be raised as soon as reasonably possible and, where practical, before the team leaves the property. This allows us to review the issue promptly and consider whether a remedy, re-clean, or partial refund is appropriate. If the customer arranges for another contractor to rectify the same issue before giving us a reasonable opportunity to inspect or return, our ability to investigate may be affected.

Waste Regulations and Property Conditions

All waste removal must comply with applicable UK waste regulations. Unless expressly included in the service description, South Kensington Cleaners does not act as a licensed waste carrier and will not remove controlled waste, hazardous waste, or large volumes of refuse. Any waste we do remove in the ordinary course of cleaning will be limited to general household or office waste generated by the service and disposed of responsibly in accordance with applicable law and building rules.

The customer is responsible for informing us about any hazardous materials, sharps, bodily fluids, biohazards, mould, asbestos, chemicals, or contamination before the appointment. We may refuse to clean areas involving unsafe or unlawful waste, or we may stop work if such materials are discovered unexpectedly. If specialist disposal, protective equipment, or additional time is required, extra charges may apply, or the service may be terminated for safety reasons without refund for completed work.

The customer must ensure that the property is reasonably safe for cleaning. This includes providing a working water supply, electricity where required, and safe access to all agreed areas. We are entitled to decline to work in conditions that are unsafe, unhygienic, or likely to expose staff to risk. If work must be paused because of unsafe conditions, any resulting delay or additional visit may be chargeable.

General Terms

South Kensington Cleaners may use subcontractors or temporary staff to fulfil bookings, provided that the standard of service remains consistent with these Terms and Conditions. We may also update these terms from time to time. The version in force at the time of booking will generally apply to that booking, unless a change is required by law or is expressly agreed with the customer.

These terms constitute the entire agreement between the parties concerning the relevant service unless a separate written agreement says otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by either party to enforce any right or provision will not be treated as a waiver of that right or provision.

Nothing in these terms creates a partnership, agency relationship, or employment relationship between the customer and South Kensington Cleaners. The customer may not assign or transfer their rights under the booking without our written consent. We may assign or subcontract our obligations where reasonably necessary to deliver the service.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, 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, except where mandatory consumer law provides otherwise. This applies regardless of where the customer is located at the time of booking.

The customer acknowledges that they have read and understood these terms before proceeding with a booking. By confirming an appointment with South Kensington Cleaners, the customer accepts the service conditions described above and agrees to cooperate reasonably so that the work can be completed safely, lawfully, and efficiently.