Cleaner Belgravia Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Belgravia provides cleaning and related services to domestic and commercial clients. By making a booking, using our services, or allowing our operatives access to your property, 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 set out below:

Client means any individual, company or organisation that requests or receives services from Cleaner Belgravia.

Company means Cleaner Belgravia, the provider of cleaning and related services.

Services means domestic, commercial, one-off, regular, end of tenancy, after-builders, deep cleaning, or any other cleaning or ancillary services provided by the Company.

Booking means a confirmed request by the Client for Services on a specific date and time, whether one-off or recurring.

Operative means any cleaner, subcontractor or representative engaged by the Company to perform the Services.

Property means the premises or location where the Services are to be carried out.

2. Scope of Services

2.1 The Company will provide the Services as agreed at the time of booking, taking into account the type of property, cleaning priorities and any specific instructions confirmed by the Client and accepted by the Company.

2.2 The Company reserves the right to refuse or discontinue any Service if the Property is deemed unsafe, if conditions are unsuitable for cleaning, or if the Operatives are subjected to abusive, discriminatory or threatening behaviour.

2.3 The Services may include general domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, post-renovation cleaning, and other services as described by the Company from time to time. The Client is responsible for ensuring that the requested Service type is appropriate for the Property and the level of soiling present.

3. Booking Process

3.1 Bookings may be made by the Client through the Company’s approved booking channels. A Booking is considered provisional until confirmed by the Company.

3.2 The Client must provide accurate information at the time of booking, including the size and type of Property, number of rooms, type of surfaces, presence of pets, parking availability, and any particular access requirements or cleaning priorities.

3.3 The Company will confirm the Booking details, including date, estimated start time, and indicative duration, based on the information supplied by the Client. Any significant variation between the information provided and the actual condition or size of the Property may result in additional charges, rescheduling, or partial completion of the Services.

3.4 For regular cleaning Services, the Booking will recur at the agreed frequency, subject to these Terms and Conditions and any specific arrangement confirmed in writing by the Company.

3.5 The Client is responsible for ensuring that there is adequate access to the Property at the agreed time. If Operatives are unable to gain access, waiting time, call out charges or cancellation charges may apply.

4. Access, Keys and Security

4.1 Where the Client provides keys or access codes, the Company will take reasonable care to ensure their security. Keys may be coded and stored securely when not in use.

4.2 The Client is responsible for ensuring that alarm systems, security systems or smart locks are set in a way that allows entry and exit for the Operatives at the agreed times. The Company cannot be liable for any alarm-related call outs or charges unless caused by proven negligence of an Operative.

4.3 If the Client requests key holding services, this will be at the Client’s own risk and subject to any additional conditions imposed by the Company.

5. Client Obligations

5.1 The Client must ensure that running water, electricity, adequate lighting and, where necessary, heating are available at the Property during the performance of the Services.

5.2 The Client must ensure that the Property is reasonably free from clutter and that valuables, breakables, and personal items are safely stored away, particularly during more intensive cleaning operations.

5.3 The Client must inform the Company of any surfaces, materials or items that require special care, and of any known hazards at the Property, including but not limited to damaged fixtures, unstable furniture, or health and safety risks.

5.4 The Client must not request Operatives to undertake any work outside the agreed scope or any unsafe tasks, including work at dangerous heights, heavy lifting beyond reasonable limits, or tasks involving specialised equipment or permits.

6. Payments and Charges

6.1 The Company will inform the Client of the applicable rates at the time of booking. Rates may be based on an hourly charge, a fixed price for a particular Service, or a combination of both.

6.2 Unless otherwise agreed in writing, payment is due on the day of Service completion for one-off cleans, or in accordance with the agreed billing cycle for regular Services.

6.3 The Company reserves the right to request a deposit or prepayment, particularly for large bookings, specialist cleans, or end of tenancy Services. Any deposit requirements will be communicated at the time of booking.

6.4 If the duration required to complete the agreed tasks exceeds the original estimate due to the actual condition or size of the Property, or due to additional tasks requested by the Client, the Company may adjust the final charge accordingly. The Client will be informed where practicable.

6.5 All prices are exclusive of any applicable taxes unless expressly stated otherwise. Where taxes apply, they will be added to the invoice in accordance with prevailing law.

6.6 In the event of late payment, the Company may charge interest, suspend Services, or retain keys until full payment is received. The Company also reserves the right to recover any reasonable costs of debt collection.

7. Cancellations, Rescheduling and Access Failures

7.1 The Client may cancel or reschedule a Booking, subject to the notice requirements specified by the Company. Where insufficient notice is given, a cancellation or rescheduling fee may apply to cover the Company’s reasonable costs.

7.2 If the Client fails to provide access to the Property at the agreed time, or if Operatives are prevented from carrying out the Services due to circumstances within the Client’s control, the Company may treat this as a late cancellation and apply the relevant charge.

7.3 The Company may cancel or reschedule a Booking due to unforeseen circumstances, including illness, operational issues, or events beyond its control. In such cases, the Company will aim to offer an alternative appointment as soon as reasonably possible.

7.4 Regular Services may be paused or terminated by either party in accordance with any minimum term or notice period agreed at the outset. The Client remains responsible for any outstanding charges up to the effective date of termination.

8. Quality of Service and Complaints

8.1 The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, preferably within 24 hours of completion.

8.2 The Company may request photographs, descriptions, or evidence of any claimed shortfalls in the Services. Where a complaint is upheld, the Company may, at its discretion, offer a partial refund, a complimentary re-clean of the affected areas, or another suitable remedy.

8.3 The Company’s obligation is limited to the specific Service complained of. The Company is not obliged to provide remedies where the complaint arises from factors beyond its control, such as wear and tear, ingrained staining, or structural issues.

9. Client Property and Liability

9.1 The Company will take reasonable care of the Client’s Property while providing the Services. However, the Client is advised to secure valuables and fragile items in advance.

9.2 The Company’s liability for loss or damage to the Client’s Property is limited to direct losses caused by the negligence of the Company or its Operatives and proven by the Client. The Company is not liable for pre-existing damage, defects, or wear and tear.

9.3 The Company is not responsible for failure to remove stains, marks, or residues that are permanent in nature or that require specialist treatment beyond the standard cleaning techniques and products used by the Company.

9.4 The Client must report any alleged damage or loss as soon as reasonably practicable and in any event within 48 hours of the Service. The Company may request evidence, including photos or reports, and the opportunity to inspect the damage.

9.5 Except where prohibited by law, the Company’s total liability to the Client in respect of all losses arising under or in connection with any Service shall be limited to the total amount paid or payable by the Client for that specific Service.

9.6 The Company shall not be liable for any indirect or consequential losses, loss of profit, loss of business, or loss of opportunity, whether arising in contract, negligence or otherwise.

10. Insurance

10.1 The Company maintains appropriate insurance cover in respect of its Services, which may include public liability insurance. Details of such cover can be made available for inspection upon request.

10.2 The Client remains responsible for maintaining suitable buildings and contents insurance for the Property and its contents.

11. Cleaning Products, Equipment and Health and Safety

11.1 Unless agreed otherwise, the Company will supply its own cleaning products and equipment that are suitable for the Services booked.

11.2 If the Client requests that the Operatives use the Client’s own products or equipment, this is at the Client’s risk. The Company will not be liable for any damage or inadequate results caused by unsuitable or faulty products or equipment supplied by the Client.

11.3 The Company takes reasonable steps to comply with health and safety legislation. The Client must not request use of hazardous chemicals or methods that conflict with the Company’s policies or risk assessments.

12. Waste Regulations and Disposal

12.1 The Services primarily cover cleaning tasks and do not automatically include removal of large volumes of waste, rubble, furniture, electrical items, or other bulky materials.

12.2 The Company will dispose of general household or office waste generated during routine cleaning, using the waste receptacles provided at the Property, in accordance with local regulations.

12.3 The Client is responsible for providing appropriate bins and recycling facilities at the Property and for ensuring compliance with applicable waste separation and recycling rules.

12.4 Where the Client requests removal of larger quantities of waste or specific items, this may be subject to additional charges and to compliance with applicable waste management regulations. The Company reserves the right to refuse disposal of items that require specialist handling or licensing.

12.5 Hazardous waste, clinical waste, chemical waste, or any materials classified as dangerous will not be handled or removed by the Company. The Client must arrange for appropriate specialist disposal.

13. Force Majeure

13.1 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. These may include extreme weather, strikes, transport disruptions, accidents, pandemics, or government restrictions.

13.2 In such circumstances, the Company may suspend Services for the duration of the event or propose alternative arrangements where possible.

14. Privacy and Data Protection

14.1 The Company collects and processes personal data of Clients for the purposes of managing Bookings, providing Services, and handling payments and communications.

14.2 The Company will handle personal data in accordance with applicable data protection laws and its internal policies. Personal data will not be shared with third parties except where necessary to deliver the Services, process payments, comply with legal obligations, or with the Client’s consent.

15. Changes to Terms and Conditions

15.1 The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices, or Service offerings.

15.2 The version of the Terms and Conditions in force at the time of the Client’s Booking will apply to that Booking, unless a change is required by law or expressly agreed with the Client.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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.

17. General Provisions

17.1 If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. The remaining provisions shall remain in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

17.4 Nothing in these Terms and Conditions is intended to confer any rights on any third party, whether under applicable legislation or otherwise, unless expressly stated.

By proceeding with a Booking or by allowing the Services to be carried out at the Property, the Client confirms that they have read, understood and agree to these Terms and Conditions.