Terms And Conditions
South Kensington Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which South Kensington Cleaners provides cleaning and related services to residential and commercial customers within its service area. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Client means the person, firm, company or organisation requesting or receiving services from South Kensington Cleaners.
Company means South Kensington Cleaners, the service provider supplying cleaning and related services.
Services means any cleaning, housekeeping, end of tenancy cleaning, office cleaning, deep cleaning, waste handling associated with the cleaning process, or any other related services provided by the Company.
Service Area means the geographic areas in which the Company offers its services, primarily in and around South Kensington and other nearby locations in the United Kingdom as specified by the Company from time to time.
Operative means any employee, contractor or representative engaged by the Company to carry out the Services.
Booking means a confirmed request for Services accepted by the Company.
2. Scope of Services
The Company provides professional cleaning and related services to domestic and commercial Clients. The specific scope of Services, including frequency, duration, and tasks to be completed, will be agreed at the time of booking.
Any illustrative cleaning checklists provided by the Company are for guidance only. The actual tasks performed during a visit may vary depending on the property condition, time allocation, and any prior written agreement with the Client.
The Company reserves the right to decline any request for Services at its sole discretion, including where the premises are unsafe, unsanitary beyond the normal expectations of professional cleaning, or outside the Service Area.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted booking channels as made available from time to time. The Client must provide accurate and complete information including property size, type of premises, preferred dates and times, and any special requirements.
All bookings are subject to availability and are not accepted until the Company has confirmed them. The Company may offer alternative dates, times, or service arrangements if the Client’s preferred slot is not available.
The Client is responsible for ensuring that the information provided at the time of booking is correct. If the details are inaccurate or incomplete, the Company may adjust the quoted price, revise the scope of the Services, or cancel the booking.
For one-off or end of tenancy cleaning, the Company may request a description of the condition of the property. Any significant discrepancy between the description and the actual condition on arrival may result in an additional charge or reduced scope of work to fit within the originally booked time.
4. Access to the Property
The Client must ensure that the Operatives have safe and reasonable access to the property at the agreed time. This may include providing keys, access codes, or making sure someone is present to grant entry.
Where keys are provided, they must operate all necessary locks without special efforts or additional keys. The Company will take reasonable care of keys and access devices, but accepts no liability for pre-existing defects in locks or security systems.
If the Operatives are unable to gain access or the visit cannot proceed for reasons within the Client’s control, the visit may be treated as a late cancellation and may be subject to a charge in accordance with the cancellation provisions in these Terms and Conditions.
5. Client Obligations and Preparation
The Client must ensure the property is reasonably clear of clutter to allow the Operatives to perform the Services safely and effectively. Fragile or valuable items should be stored away or clearly identified.
The Client must inform the Company in advance of any hazards, health and safety risks, or special circumstances at the property, including but not limited to faulty electrics, water leaks, structural issues, or the presence of hazardous materials.
The Client must ensure that utilities such as electricity and water are available on the day of the service. Failure to provide essential utilities may prevent the completion of some or all of the Services and may result in charges for wasted time and travel.
6. Pricing and Quotations
Prices are usually based on an hourly rate, a fixed price per service, or another pricing structure agreed with the Client at the time of booking. All prices quoted are inclusive or exclusive of applicable taxes as stated at the time of booking.
Any quotation provided by the Company is based on the information supplied by the Client and on the Company’s experience of similar properties and tasks. If, upon arrival, the property is significantly larger, more cluttered, or in a materially worse condition than described, the Company reserves the right to adjust the price or limit the scope of the work to the time booked.
The Company may adjust its standard rates from time to time. Any such changes will not affect confirmed bookings made before the change, unless otherwise agreed with the Client.
7. Payments
Payment terms will be confirmed at the time of booking. The Company may require payment in advance, a deposit, or full payment on completion, depending on the nature of the Services and the Client’s status.
Accepted payment methods will be those made available by the Company from time to time. The Client is responsible for ensuring that payment details are accurate and that sufficient funds are available.
If payment is not received in accordance with the agreed terms, the Company reserves the right to suspend or cancel future visits, charge reasonable late payment fees or interest as permitted by law, and take steps to recover any outstanding amounts, including reasonable recovery costs.
8. Cancellations and Amendments
The Client may cancel or amend a booking by giving notice to the Company through the same or another accepted communication channel. The specific minimum notice period, and any applicable cancellation fees, will be communicated at the time of booking or in subsequent confirmations.
Where adequate notice is provided, the Company will not normally charge a cancellation fee. If the Client cancels with insufficient notice, or fails to provide access at the agreed time, the Company may charge a partial or full fee to cover administrative, travel, and lost opportunity costs.
The Company may cancel or reschedule a booking if Operatives are unavailable, if there are unforeseen circumstances such as extreme weather, transport disruption, or other events beyond its reasonable control, or if the property is unsafe. In such cases, the Company will use reasonable efforts to offer an alternative date and time but will not be liable for any indirect losses arising from the cancellation.
9. Attendance and Service Performance
The Company will use reasonable endeavours to ensure that Operatives attend at the agreed time and deliver the Services with reasonable care and skill. However, arrival times are approximate and may vary due to traffic, previous jobs, or other external factors.
If Operatives are running significantly late, the Company will attempt to inform the Client and offer a revised arrival window. Where feasible, the time lost may be made up on the same day or at a mutually agreed alternative time.
Operatives will carry out the agreed tasks within the allotted time. If the Client requests additional tasks or extended time during a visit, this may be subject to additional charges and will depend on the Operatives’ schedule and availability.
10. Client Satisfaction and Complaints
The Company aims to provide a reliable, high quality service. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, ideally within 24 hours of the visit.
Subject to reasonable verification and provided that any dissatisfaction relates directly to the quality of the Services, the Company may arrange for a re-clean of the affected areas, a partial refund, or another form of resolution at its discretion. The Client must allow the Company a reasonable opportunity to remedy the issue.
The Company will not be responsible for issues arising from circumstances outside its control, including wear and tear, pre-existing damage, or defects in the property, fixtures, or fittings.
11. Liability and Insurance
The Company holds appropriate liability insurance for the Services it provides, subject to the terms and conditions of the relevant insurance policy.
The Company will not be liable for any loss or damage that is not reasonably foreseeable, or for any loss of profit, business interruption, loss of data, or other indirect or consequential losses suffered by the Client.
The Company’s total liability for any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable by the Client for the specific visit during which the event giving rise to the claim occurred, except where such limitation is not permitted by law.
The Company shall not be liable for any damage caused by defective materials, equipment, or products provided by the Client, or for any pre-existing damage, including stains, discolouration, wear, or deterioration that cannot be remedied by cleaning.
12. Health, Safety and Waste Regulations
The Company is committed to operating in a safe and lawful manner and expects Clients to support compliance with applicable health, safety, and environmental regulations.
Operatives will not remove or handle hazardous waste, including but not limited to clinical waste, needles or sharps, chemical or industrial waste, asbestos, or any materials classified as hazardous under applicable regulations.
Domestic waste generated as part of the cleaning process, such as dust, debris from routine cleaning, and general household rubbish, will be bagged appropriately, but its removal from the premises is not included unless expressly agreed as part of the Services. Where waste removal is agreed, it will be carried out in accordance with relevant UK waste and environmental regulations.
The Client must ensure that any waste presented for removal is lawful to transport and does not include restricted or hazardous items. The Company reserves the right to refuse to remove any waste it reasonably considers to be unsafe or non-compliant with regulations.
13. Use of Cleaning Products and Equipment
The Company may use its own cleaning products and equipment or, where agreed, products and equipment supplied by the Client.
If the Client requests the use of particular products or materials, the Client is responsible for ensuring they are suitable for the surfaces and items to be cleaned. The Company accepts no liability for damage arising from the use of products supplied or specified by the Client against the Company’s advice.
Operatives will use products and equipment in accordance with manufacturer instructions and relevant safety guidelines. Strong chemicals may be used only where necessary and appropriate, and the Client should inform the Company of any known sensitivities, allergies, or other concerns.
14. Personal Data and Confidentiality
The Company will handle personal data in accordance with applicable data protection laws in the United Kingdom. Personal information provided by the Client is used for the purposes of managing bookings, delivering Services, processing payments, and handling enquiries or complaints.
The Company will take reasonable steps to keep Client information secure and confidential, and will not disclose it to third parties except where necessary for the provision of Services, to comply with legal obligations, or with the Client’s consent.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions, nor liable for any delay in performing or failure to perform any of its obligations, if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to severe weather, natural disasters, pandemics, transport disruptions, strikes, or accidents.
In such circumstances, the Company may suspend the affected Services and will use reasonable efforts to resume them as soon as it is safe and practicable to do so.
16. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to Clients. Bookings placed after the effective date of updated Terms and Conditions will be subject to the revised version.
Continued use of the Services after such changes have been communicated 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 the Services, 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 or their subject matter.
18. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede all previous agreements, understandings, or arrangements, whether written or oral, relating to their subject matter.
By booking or using the Services of South Kensington Cleaners, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
