Cleaner Richmond Service Terms and Conditions

These service terms and conditions set out the basis on which Cleaner Richmond provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully, as they explain how bookings are arranged, how payments are handled, when cancellations may apply, what liabilities are accepted or excluded, and how waste is managed in accordance with applicable law. These terms are written to be clear and practical, and they apply to all standard and specialist cleaning services unless we agree otherwise in writing.

For the purposes of these terms, references to “we”, “us” and “our” mean the cleaning service provider operating under the Cleaner Richmond name, and references to “you” or “the customer” mean the person or organisation requesting the service. Unless otherwise stated, these terms apply to one-off cleans, recurring cleans, end-of-tenancy cleans, deep cleans, after-builders cleans, and other similar cleaning appointments. If any specific written service agreement, quotation, or booking confirmation conflicts with these terms, the specific document will apply only to the extent of that conflict.

These terms are designed to support a fair and professional relationship between the customer and the cleaning company. They are intended to complement, not replace, any rights you may have under UK consumer law. Nothing in these terms seeks to exclude or limit liability where doing so would be unlawful. We recommend that you review the full document before confirming any cleaning appointment, especially if you have special instructions, fragile items, access restrictions, or waste disposal requirements.

1. Booking Process

All bookings for Richmond cleaning services are subject to availability and acceptance by us. A booking request may be made by phone, email, online form, or any other method we make available. A request does not create a binding contract until we confirm the appointment, quotation, scope of work, and any applicable terms in writing or by other clear confirmation. We reserve the right to decline a booking where the requested service is outside our capabilities, where access is unsuitable, or where the job presents a health, safety, or legal concern.

1.1 Booking Information

To arrange a cleaning appointment, you must provide accurate and complete information, including the property address, type of premises, desired service, preferred date and time, access arrangements, parking restrictions, and any particular tasks to be completed or avoided. If you fail to provide accurate information, the service may be delayed, adjusted, or cancelled, and any additional time required may be chargeable. You are responsible for ensuring that the property is reasonably safe and accessible for cleaning on the scheduled date.

1.2 Confirmation and Scope

A confirmed booking will usually set out the date, estimated duration, service scope, and price or pricing basis. The scope of work is limited to the tasks expressly agreed. Unless specifically included, services such as carpet shampooing, oven cleaning, internal window cleaning at height, stain removal, mould treatment, or handling of hazardous material are not automatically included. If our team identifies additional work during the appointment, we may offer a revised quote, but we are not required to carry out extra work without agreement.

If you book a recurring cleaning service in Richmond, each visit is subject to these terms and to any schedule confirmed in advance. We may change staff allocation, appointment timing, or service method where reasonably necessary for operational reasons, provided the overall standard and agreed scope remain substantially the same. We will normally use reasonable efforts to notify you of any significant change. You are responsible for providing access on each scheduled visit, including keys, entry codes, alarm instructions, or on-site access arrangements, as applicable.

2. Payments

Prices for services are normally based on the quotation, rate card, or booking confirmation issued before the appointment. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The final price may vary if the actual work required exceeds the agreed scope, if the property size or condition differs materially from what was described, or if delays occur due to inaccessible rooms, lack of utilities, or failure to provide access. Any revised charge will be explained where practicable before additional work proceeds.

2.1 Invoicing and Due Dates

Payment terms will be confirmed at the time of booking. For regular domestic jobs, payment may be due on completion of the clean, while commercial or larger projects may require advance payment, a deposit, staged payments, or payment within a stated number of days after invoicing. Unless otherwise agreed, all invoices are payable in full without deduction or set-off. If payment is not received by the due date, we may charge statutory interest and reasonable debt recovery costs as permitted by law.

2.2 Deposits and Additional Charges

We may request a deposit to secure certain bookings, especially for longer appointments, weekend work, or premium services. Deposits are usually non-refundable if you cancel outside the permitted cancellation period or if you fail to provide access. Additional charges may apply for parking fees, congestion charges, waiting time, special waste handling, extra labour, equipment hire, or urgent call-outs where such costs are incurred and are not already included in the quotation. Where possible, we will disclose these charges in advance or as soon as they become known.

3. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice in accordance with the conditions set out at the time of booking. Unless a different period is specified, cancellations made with sufficient notice will not attract a charge, although any non-refundable deposit may be retained where applicable. If you cancel at short notice, refuse access, or request cancellation after the cleaner has already travelled to the premises, we may charge a cancellation fee to cover lost time, travel, and administrative costs. The amount will be reasonable and proportionate to the circumstances.

3.1 Late Changes by the Customer

If you ask to change the date, time, or scope of a cleaning appointment, we will try to accommodate the request, but we cannot guarantee availability. Where a change requires a new quote, extra time, or a different team allocation, the revised arrangements will only take effect once agreed. If you materially change the service conditions, such as by increasing the number of rooms, adding specialist cleaning tasks, or failing to prepare the property as previously agreed, we may treat the booking as a new or amended service and adjust the price accordingly.

3.2 Our Right to Cancel or Suspend

We may cancel, suspend, or refuse to carry out a service where there are safety concerns, abusive behaviour, unreasonable risks, severe access problems, pest infestation, hazardous substances, or other circumstances that make the appointment impractical or unlawful. In such cases, we will normally notify you as soon as reasonably possible. If we cancel for reasons within our control, we will either rearrange the appointment or refund any prepaid amount for the unperformed part of the service. We are not responsible for indirect losses arising from a lawful cancellation, subject to your statutory rights.

Our liability under these Cleaner Richmond terms is limited to the extent permitted by law. We accept responsibility for direct loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. However, we are not liable for pre-existing damage, normal wear and tear, hidden defects, deterioration of fragile items, or loss arising from inaccurate information provided by you. You should remove or secure valuable, sentimental, breakable, or irreplaceable items before the service begins unless you have specifically asked us in writing to handle them.

4. Liability and Customer Responsibilities

You must ensure that the property is fit for cleaning and that our team can work safely. This includes keeping pets secured, providing suitable lighting and ventilation where necessary, and advising us in advance of any known hazards, including exposed wiring, structural issues, sharp objects, bodily fluids, biohazards, or chemical residues. If you fail to warn us about such matters and our team suffers loss, injury, or delay as a result, you may be responsible for the additional costs arising from that omission. You are also responsible for backing up or protecting sensitive data, documents, and digital devices before any service begins.

4.1 Damage and Claims

If you believe damage or loss has occurred during the service, you must notify us as soon as reasonably practicable and in any event within a reasonable period after the appointment. Claims should describe the issue clearly and include supporting information where possible. We may inspect the area or item concerned before accepting any responsibility. Where we are found liable, we may at our option repair, replace, or compensate for the proven direct loss, subject to any limitations allowed by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.

4.2 Insurance and Reasonable Care

We maintain insurance arrangements appropriate to the nature of our business, but this does not amount to a guarantee of compensation in every circumstance. The customer also has a duty to take reasonable steps to reduce any loss. For example, if an issue is noticed during the visit, you should act promptly to prevent further harm. Our cleaners will use reasonable care and skill, but cleaning is an activity that can involve uncertain outcomes, especially where surfaces are delicate, stained, aged, or improperly installed. No promise is made that every mark, odour, or stain can be entirely removed.

5. Waste Regulations and Disposal

Any waste removed as part of a cleaning service must be handled in accordance with applicable UK waste and environmental rules. We will only remove and dispose of waste that falls within the agreed service scope and that can lawfully be transported and discarded. You must tell us in advance if the property contains sharp objects, contaminated materials, broken glass, clinical waste, asbestos, solvents, paint, oils, electrical items, or other regulated waste. Such items may require specialist handling, separate arrangements, or refusal of service if they present a legal or safety issue.

5.1 Customer Waste Obligations

You remain responsible for ensuring that any waste you ask us to handle is correctly identified and legally suitable for collection or disposal. We may refuse to move or dispose of waste that is illegal, hazardous, too heavy, improperly bagged, or likely to contaminate other materials. If waste handling is agreed, you must comply with all instructions about segregation, containerisation, and access. Any fees associated with lawful disposal, transfer stations, licensed carriers, or specialist handling may be charged in addition to the service fee where not already included.

5.2 Prohibited Materials

We will not knowingly deal with controlled, dangerous, or illegal substances. This includes items whose possession, transport, or disposal would breach environmental, health and safety, or criminal law. If prohibited materials are discovered during a job, we may stop work immediately and require the area to be made safe before continuing. Any resulting delay, additional labour, or disposal costs may be charged to you where permitted. The customer must not ask our team to conceal, dump, burn, or unlawfully transport any waste.

6. Service Standards, Access and Completion

We aim to provide a professional service delivered with reasonable care and skill. Completion of a clean does not mean that every surface will appear as new, especially where a property is old, heavily soiled, stained, or damaged. If you are not present when the work is carried out, you accept that our team may complete the job based on the information already provided. Any complaints about quality should be raised promptly so that we can inspect the matter and, where appropriate, return to put it right within a reasonable time.

Where keys, codes, alarms, or passes are provided to enable access, you must ensure they are correct and safe to use. We will take reasonable care with any property entrusted to us, but we are not responsible for delays or loss caused by faulty access arrangements, incorrect information, broken locks, or third-party interference. If the service cannot be completed due to access failure or because the property is not prepared as agreed, the visit may still be chargeable.

6.1 Complaints and Remedies

If you are dissatisfied with any part of the service, please raise the issue promptly and allow us a reasonable opportunity to investigate. Depending on the circumstances, our remedy may include re-cleaning the relevant area, correcting an error, or offering another fair solution. Any remedy will be assessed in light of the agreed scope, the property condition, and the information supplied by you. Nothing in this section affects any rights you may have under the Consumer Rights Act 2015 or other applicable consumer legislation.

7. Data, Privacy and Records

We will use the personal information you provide for the purposes of managing bookings, invoicing, service delivery, and record-keeping. We may retain essential service records for lawful business purposes, including evidence of appointments, payments, and communications. We handle personal data in accordance with UK data protection law. By booking with us, you consent to us using your information to administer the service and to contact you about the appointment, payment, or related issues. We do not use customer information for unrelated purposes without a lawful basis.

8. Variations to Terms

We may update these terms from time to time to reflect changes in law, service practice, pricing structure, or operational needs. The version in force at the time of your booking will usually apply to that booking, unless a later variation has been agreed with you in writing. If you continue to use our services after updated terms are issued, you may be treated as having accepted the revised terms for future bookings. It is your responsibility to review the latest version before making a new appointment.

9. Governing Law and Jurisdiction

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If you are a consumer resident in another part of the UK, you may also benefit from mandatory protections available under the laws of your local jurisdiction where applicable. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. These terms are intended to be interpreted in a way that is lawful, fair, and consistent with applicable UK legislation.

By confirming a booking with Cleaner Richmond, you acknowledge that you have read, understood, and agreed to these service terms and conditions. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will amount to a waiver of that right. These terms form the entire agreement between the parties in relation to the service, except where a separate written agreement expressly states otherwise.

These terms are provided to promote transparency and to set clear expectations for both parties. They are suitable for a wide range of standard cleaning services and are intended to avoid uncertainty about scheduling, payment, cancellations, safety, and waste handling. If you need a bespoke arrangement for a complex or sensitive cleaning project, the service can be tailored through a separate written quotation or agreement. In all cases, the guiding principle is that the work should be carried out lawfully, safely, and with reasonable skill and care.