Cleaner Richmond Terms and Conditions of Service

These Terms and Conditions govern all cleaning services provided by Cleaner Richmond to domestic and commercial customers in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions, which form a legal agreement between you and Cleaner Richmond.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means any individual, business, or organisation that requests or receives services from Cleaner Richmond.

Company, we, us, or our means Cleaner Richmond, the provider of the cleaning services.

Services means any cleaning or associated services supplied by Cleaner Richmond, including but not limited to domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and related work.

Service Area means the locations in which Cleaner Richmond operates and accepts bookings from time to time.

Cleaner means any representative, contractor, or employee appointed by Cleaner Richmond to carry out the services.

Booking means a confirmed appointment for services agreed between the Client and Cleaner Richmond.

2. Scope of Services

Cleaner Richmond provides domestic and commercial cleaning services within its Service Area. The specific nature, frequency, and duration of the services will be agreed at the time of booking. Any description of services provided on websites, adverts, or other materials is for general guidance only and does not form a binding specification unless confirmed in writing by Cleaner Richmond.

The Client is responsible for ensuring that the requested services are suitable for their premises and for informing Cleaner Richmond of any special requirements, access restrictions, security procedures, or building regulations that may affect the provision of the services.

3. Booking Process

3.1 Requests for services may be made through our online booking system, enquiry forms, or by other contact methods as may be made available from time to time.

3.2 A booking will only be considered confirmed when Cleaner Richmond has accepted the request, agreed the date, time, and scope of work, and communicated confirmation to the Client. Cleaner Richmond reserves the right to refuse any booking request at its discretion.

3.3 The Client must provide accurate and complete information at the time of booking, including the property type, approximate size, number of rooms, current condition, and any specific cleaning tasks required. Cleaner Richmond may adjust the quoted price or suggest alternative services if the information provided is incomplete or inaccurate.

3.4 Access details, such as keys, entry codes, parking arrangements, and any relevant security instructions, must be provided before the scheduled start time. Delays caused by failure to provide access may result in additional charges or a shortened service with no reduction in the agreed fee.

3.5 For regular cleaning services, Cleaner Richmond will agree a recurring schedule with the Client. The Company reserves the right to alter the assigned cleaner, appointment time, or day on reasonable notice and will endeavour to minimise any disruption to the Client.

4. Pricing and Quotations

4.1 Prices for services are based on information provided by the Client and on Cleaner Richmond’s current rates at the time of booking. Quotations may be given as a fixed price, an hourly rate, or a combination of both.

4.2 Cleaner Richmond reserves the right to revise any quotation if the Client’s requirements change, if the property is found to be significantly different from the description provided, or if additional work is requested on the day of service.

4.3 Unless stated otherwise, all prices are quoted in pounds sterling and are exclusive of any applicable taxes. If any tax or statutory charge becomes applicable, Cleaner Richmond reserves the right to adjust prices accordingly.

5. Payments

5.1 Payment terms will be communicated to the Client at the time of booking. Cleaner Richmond may require advance payment, a deposit, or card details to secure the booking.

5.2 Where payment is required in advance, the booking is not confirmed until payment or deposit funds have been received in cleared form by Cleaner Richmond.

5.3 For one-off services, payment is typically due on or before the day of service, or immediately upon completion where applicable. For regular or contract services, payment terms will be specified separately and may be subject to invoicing arrangements.

5.4 Cleaner Richmond accepts common payment methods used in the United Kingdom, which may include bank transfer, card payment, or other electronic methods made available from time to time. The Company does not accept payment by cheque unless expressly agreed.

5.5 If full payment is not received by the due date, Cleaner Richmond reserves the right to suspend or cancel further services and to charge interest or late payment fees in line with applicable UK law.

6. Cancellations, Rescheduling, and Access

6.1 The Client may cancel or reschedule a booking by providing notice to Cleaner Richmond. Specific notice periods will be confirmed at the time of booking, but a minimum of 24 to 48 hours’ notice before the scheduled start time is typically required.

6.2 If the Client cancels or reschedules with less than the required notice period, Cleaner Richmond may charge a late cancellation fee, which may be up to the full value of the booking, to cover lost appointment time and associated costs.

6.3 If the Cleaner is unable to gain access to the property at the scheduled time due to missing keys, incorrect entry codes, lack of parking where previously agreed, or any other reason outside the control of Cleaner Richmond, this may be treated as a late cancellation and charged accordingly.

6.4 Cleaner Richmond reserves the right to cancel or reschedule a booking due to circumstances beyond its control, such as staff illness, transport disruption, extreme weather, or safety concerns at the property. In such cases, Cleaner Richmond will notify the Client as soon as reasonably possible and offer an alternative appointment. The Company is not liable for any indirect loss or expense resulting from such changes.

7. Client Obligations and Property Conditions

7.1 The Client must provide a safe, suitable, and accessible working environment for the Cleaner, including adequate lighting, water, and electricity, and safe access to all areas that require cleaning.

7.2 The Client must inform Cleaner Richmond of any health and safety risks, hazards, or special conditions at the property, including but not limited to fragile items, loose fittings, unsafe structures, or the presence of chemicals, sharps, or biological hazards.

7.3 The Client is responsible for securing or removing valuables, personal items, and fragile objects. Cleaner Richmond will take reasonable care when working in the property but will not be responsible for loss or damage to items that have not been properly secured or disclosed as particularly delicate.

7.4 Cleaner Richmond is not obliged to lift heavy furniture, appliances, or other items that may pose a risk of injury or damage. Where such tasks are requested, they will be carried out only at the Cleaner’s discretion and subject to safety considerations.

8. Cleaning Standards and Complaints

8.1 Cleaner Richmond aims to deliver services with reasonable care and skill and to a standard consistent with professional cleaning practice in the UK.

8.2 If the Client is dissatisfied with any aspect of the service, they must notify Cleaner Richmond as soon as possible and, in any event, within 24 hours of the service being carried out for one-off cleans or within a reasonable time for regular services.

8.3 Where a complaint is justified and the issue arises directly from the service provided, Cleaner Richmond may, at its sole discretion, offer to re-clean the affected area, provide a partial refund, or make another appropriate adjustment. The Client must allow Cleaner Richmond the opportunity to inspect and remedy the issue.

9. Waste Handling and Environmental Regulations

9.1 Cleaner Richmond will comply with applicable UK regulations relating to the handling and disposal of waste generated during the provision of its services.

9.2 General household and office waste that fits within standard cleaning activities may be collected and placed in the Client’s designated bins or waste containers. The Client remains responsible for the ongoing disposal of their own household or commercial waste unless a separate waste removal service has been agreed in writing.

9.3 Cleaner Richmond does not normally handle hazardous, clinical, or regulated waste, including but not limited to medical waste, sharps, asbestos, chemical residues, or materials requiring specialist disposal. If such waste is encountered, the Cleaner may suspend work in the affected area and notify the Client. The Client is responsible for arranging appropriate specialist removal in accordance with the law.

9.4 Where Cleaner Richmond agrees to remove any waste from the Client’s premises as part of a specific arrangement, such waste must be non-hazardous and suitable for standard disposal routes. Any additional costs, charges, or permits required for disposal will be borne by the Client.

10. Liability and Insurance

10.1 Cleaner Richmond maintains insurance cover appropriate to its business operations. Details of cover are available on request. Insurance is subject to the usual terms, conditions, and exclusions of the relevant policies.

10.2 While Cleaner Richmond will exercise reasonable care and skill in providing the services, the Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment, whether arising in contract, tort, or otherwise.

10.3 Cleaner Richmond’s total liability to the Client for any loss or damage arising out of or in connection with the services, whether in contract, tort, or otherwise, shall be limited to the total fees paid by the Client for the specific service giving rise to the claim, except where such limitation is prohibited by law.

10.4 Cleaner Richmond will not be liable for any pre-existing damage, wear and tear, discolouration, or defects in the Client’s property, fixtures, fittings, or contents. The Company is also not responsible for damage resulting from the use of products or equipment supplied by the Client, or for instructions given by the Client that conflict with manufacturer guidelines.

10.5 Nothing in these Terms and Conditions shall limit or exclude Cleaner Richmond’s liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be excluded under UK law.

11. Property Keys and Security

11.1 Where the Client provides keys or access codes to Cleaner Richmond, these will be kept and used with reasonable care and only for the purpose of providing services at the agreed property.

11.2 Cleaner Richmond will not be liable for loss or damage arising from keys or access details that have been provided to the Company but subsequently misused by third parties due to circumstances outside the Company’s control.

11.3 The Client is responsible for ensuring that the property is adequately insured and that their insurer is informed, where necessary, that cleaning staff will be granted access.

12. Health and Safety

12.1 Cleaner Richmond is committed to operating in compliance with relevant health and safety legislation in the United Kingdom.

12.2 The Cleaner may refuse to carry out any task that they believe is unsafe, illegal, or beyond the scope of the agreed services, including but not limited to working at excessive heights, handling hazardous substances, or operating unsafe equipment.

12.3 The Client must not request or instruct the Cleaner to undertake any activity that contravenes health and safety laws or the Company’s internal safety policies.

13. Data Protection and Privacy

13.1 Cleaner Richmond will handle personal information in accordance with applicable data protection laws in the United Kingdom.

13.2 Personal data provided by the Client will be used for purposes including managing bookings, delivering services, processing payments, and, where permitted, providing relevant information about services.

13.3 Cleaner Richmond will take reasonable steps to keep personal data secure and will not sell or share Client data with unrelated third parties except where required by law or necessary to deliver the services.

14. Force Majeure

14.1 Cleaner Richmond 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 where such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, without limitation, extreme weather, natural disasters, epidemics, industrial disputes, transport disruption, or failure of utilities.

15. Variation of Terms

15.1 Cleaner Richmond may amend these Terms and Conditions from time to time. Updated versions will apply to new bookings and, where reasonable and notified, to ongoing services.

15.2 Continued use of the services after any changes to these Terms and Conditions have been communicated will constitute acceptance of the revised terms.

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, 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 found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted without affecting the validity of the remaining provisions.

17.2 No failure or delay by Cleaner Richmond to exercise any right or remedy provided under these Terms and Conditions or by law 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 Cleaner Richmond. The Company may assign or subcontract its rights and obligations as necessary to deliver the services.

17.4 These Terms and Conditions constitute the entire agreement between Cleaner Richmond and the Client in relation to the services provided, and supersede any prior agreements, understandings, or representations, whether oral or written.