Terms and Conditions for Cleaners Richmond

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Richmond to residential and commercial customers. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These terms apply to all appointments, quotations, and service requests unless a separate written agreement states otherwise.

For the purposes of these terms, “customer” means the person or business requesting the service, and “service provider” means the cleaning company or any authorised cleaner acting on its behalf. The scope of work, schedule, and any special instructions will be agreed at the point of booking or confirmed in writing before the service begins. The customer is responsible for ensuring that the information provided is accurate and complete.

By using the services of the Richmond cleaning service, the customer acknowledges that cleaning work may involve access to areas containing fragile items, personal belongings, electrical equipment, or surfaces that require special care. While reasonable skill and care will be used at all times, some outcomes may depend on the condition, age, and materials of the property. These terms are intended to be fair, clear, and consistent with UK consumer and contract law.

1. Booking Process

Bookings may be made through the channels made available by the company. During the booking process, the customer will usually be asked to provide the property address, type of cleaning required, preferred date and time, access arrangements, and any relevant health, safety, or property-specific information. The service provider may request photographs, measurements, or further details to assess the work accurately.

A booking is not confirmed until it has been accepted by the service provider and any required deposit or advance payment has been received, where applicable. A quotation may be given as an estimate based on the information provided. If the actual condition of the property or the requested tasks differ materially from the information supplied, the price, duration, or both may need to be adjusted before or during the appointment.

It is the customer’s responsibility to ensure that the property is accessible at the agreed time and that any necessary parking, entry permissions, keys, codes, or security procedures are arranged in advance. If the cleaner cannot gain access or must wait unreasonably due to missing arrangements, the appointment may be shortened, rescheduled, or treated as a late cancellation. Any such outcome will be handled in accordance with these terms.

Service scope and customer responsibilities

Cleaners Richmond will provide the services agreed in the booking confirmation. Standard tasks may include general domestic cleaning, kitchen and bathroom cleaning, dusting, vacuuming, mopping, and similar agreed duties. Any additional tasks, such as deep cleaning, appliance interiors, upholstery care, or post-renovation work, must be specifically agreed in advance. The company is not obliged to perform work that has not been authorised.

The customer must ensure that the work area is reasonably prepared before the appointment starts. This may include securing valuables, removing personal items from surfaces where practical, and informing the company of any items that are delicate, damaged, or of special significance. The service provider will not be responsible for moving heavy furniture, lifting unsafe objects, or handling items that could put staff at risk unless this has been expressly agreed and is reasonably safe to do so.

If the property contains hazards such as exposed wiring, unsafe flooring, aggressive pets, infestations, bodily fluids, mould, sharp objects, or hazardous substances, the customer must disclose this before the visit. The company may refuse or suspend work where conditions are unsafe or unsuitable. In such cases, any decision to proceed will be at the service provider’s discretion and may be subject to an amended price or additional terms.

2. Payments and Charges

Prices will normally be confirmed at the time of booking or following an assessment of the service required. Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. The final charge may vary if the work takes longer than expected because of the property’s condition, additional tasks requested by the customer, or inaccurate information supplied during booking.

Payment terms will be set out before the service begins. The company may require payment in advance, a deposit, or full payment upon completion. Invoices, if issued, must be paid by the due date stated on the invoice. Where payment is made by bank transfer, card, or another approved method, the customer must ensure the payment is successful and made in full. Any bank fees or chargeback-related costs caused by the customer’s actions may be recovered where lawful.

Where a customer fails to pay on time, the service provider may charge interest and recovery costs to the extent permitted by law. The company may also suspend future bookings until outstanding balances are settled. Any discount, promotional rate, or special offer is subject to its own conditions and may be withdrawn if those conditions are not met. Promotions cannot usually be combined unless expressly stated.

Additional charges

Additional charges may apply where the customer requests extra time, extra rooms, specialist products, or higher-risk tasks not included in the original quotation. Charges may also apply if the cleaner is delayed by poor access, excessive clutter, or conditions that require significantly more time or equipment than anticipated. The customer will be informed of any material change where reasonably possible before the extra work is carried out.

If a return visit is required because the customer was unable to provide access, or because the property was not ready for the agreed service, a call-out or rebooking fee may be charged. Any agreed scope of work should be understood by the customer before the appointment begins. The Richmond cleaners team aims to be transparent, but it remains the customer’s duty to provide a clear description of the requested service.

The company may revise its prices from time to time. Any revised pricing will not normally affect a confirmed booking already accepted unless the customer changes the requested service or the original information was incomplete or inaccurate. For recurring services, price changes may apply from the next billing period after notice has been given in line with these terms.

3. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated at the time of booking, cancellations made within a short notice period before the appointment may attract a fee reflecting the reserved time, staffing, and preparation costs. Any deposit paid may be retained in whole or in part where cancellation occurs late or where the company has already incurred costs.

If the customer wishes to change the date, time, or scope of the service, the company will try to accommodate the request where possible. However, changes are subject to availability and may affect the quoted price. The service provider is not responsible for any inconvenience caused by a customer-requested change if the revised appointment cannot be arranged immediately.

If the cleaner arrives and is unable to begin work because the property is inaccessible, unsafe, or the customer is absent without prior agreement, the appointment may be treated as a missed visit. In such cases, the full fee or a reasonable portion of it may still be charged. This reflects the allocation of time and resources reserved for the booking.

The company may cancel or postpone a booking if there are operational issues, staff illness, severe weather, safety concerns, or other events beyond reasonable control. Where this happens, the company will aim to offer an alternative appointment. The company will not be liable for indirect losses arising from a cancellation or postponement, provided that it acts reasonably and in good faith.

4. Liability and Limitations

The service provider will exercise reasonable skill and care in carrying out the agreed services. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Customer rights under the Consumer Rights Act 2015 are not affected.

Subject to the paragraph above, the company is not liable for pre-existing damage, wear and tear, hidden defects, or deterioration that occurs because of the age or condition of the property or its contents. Where an item is fragile, improperly fixed, already damaged, or unsuitable for cleaning, the customer should notify the company before work begins. The company will not be responsible for losses arising from the customer’s failure to provide accurate information.

The service provider is not responsible for the loss of cash, jewellery, documents, keys, or other valuables unless loss is caused directly by proven negligence of the company. The customer should secure or remove such items before the appointment where possible. Any claim must be supported by reasonable evidence and reported within a reasonable time after the issue is discovered.

The maximum liability of the company for any direct loss arising from a service failure, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. The company will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, or business interruption.

Insurance, complaints, and claims

The company is expected to hold appropriate insurance cover for the nature of its activities. However, insurance does not extend to every situation, and the customer remains responsible for taking reasonable precautions with personal property. Any complaint about the service should be raised as soon as reasonably possible so that the issue can be investigated and, where appropriate, remedial action may be offered.

If damage is alleged, the customer should allow the company a reasonable opportunity to inspect the issue and consider a solution. This may include a repair, replacement, reduction in charge, or another suitable remedy where justified. The company may request evidence such as photographs, receipts, or other information to assess any claim properly.

Claims brought too long after the event may be harder to investigate fairly, so customers are encouraged to report concerns promptly. The company will not accept liability for damage caused by pre-existing faults, unsuitable materials, or the customer’s instructions where those instructions were followed in good faith. Any settlement offered may be made without admission of liability unless expressly stated otherwise.

5. Waste Regulations and Disposal

The customer and the service provider must comply with applicable UK waste laws and environmental obligations. Cleaning waste, packaging, used cloths, and similar non-hazardous materials may be removed only if this has been agreed in advance and is lawful to do so. The company will not knowingly dispose of controlled, clinical, hazardous, or illegal waste unless it is properly authorised and handled in accordance with the relevant regulations.

Where waste removal is included in the service, the customer must ensure that any materials to be disposed of are clearly identified and safe to handle. Hazardous items, including chemicals, sharps, asbestos-containing materials, electrical waste requiring special treatment, and any substance classified under environmental rules, must be disclosed beforehand. The company may refuse to remove such items if doing so would breach legal or safety requirements.

All waste must be presented in a lawful and hygienic condition. The service provider may decline to transport waste that is leaking, contaminated, excessively heavy, or otherwise unsuitable. If specialist disposal is required, separate arrangements may need to be made at additional cost. The customer remains responsible for ensuring that any waste left for collection or disposal is theirs to authorise and does not belong to a third party.

6. Force Majeure and Service Interruptions

The company will not be liable for delays or failures caused by events beyond its reasonable control, including but not limited to extreme weather, transport disruption, public emergencies, power failures, strikes, illness, supply shortages, or restrictions imposed by law or public authorities. In such circumstances, the company may suspend, rearrange, or cancel bookings without penalty.

Where a force majeure event affects an appointment, the company will try to communicate a revised plan as soon as reasonably possible. Any prepaid sum may be retained for work already carried out and refunded or reallocated only where appropriate after taking into account reasonable costs. The company will use reasonable efforts to minimise disruption, but it does not guarantee uninterrupted service in every situation.

7. Governing Law and General Provisions

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking process, or the services provided shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No waiver by the company of any breach or default shall be deemed a waiver of any later breach or default. Headings are included for convenience only and do not affect interpretation.

The company may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will apply to that booking unless a later version is agreed in writing. Customers are encouraged to review the terms periodically so that they remain aware of the current conditions applying to the cleaning services Richmond customers receive.

By proceeding with a booking, the customer confirms that they have the authority to agree to these terms on behalf of themselves or their organisation, and that they understand the obligations, limitations, and payment responsibilities described above.