Cleaner Dulwich Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning and related services by Cleaner Dulwich to domestic and commercial clients. By making a booking or allowing our cleaners to access your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Client means any individual, business, or organisation booking or receiving services from Cleaner Dulwich.

Company means Cleaner Dulwich, the provider of the services.

Services means any cleaning, housekeeping, end of tenancy cleaning, office cleaning, or related services supplied by the Company.

Cleaner means any individual engaged by the Company to carry out the Services.

Premises means the property or location where the Services are to be provided.

2. Scope of Services

The Company provides cleaning and related services to residential and commercial clients. The scope of each booking, including the type of service, areas to be cleaned, and any specific requirements, will be agreed at the time of booking. The Company reserves the right to refuse any task that is unsafe, outside the agreed scope, or beyond the competence or reasonable capability of the Cleaner.

The Client is responsible for clearly specifying any priorities or particular areas of focus when arranging the booking. Where the time booked is not sufficient to complete all requested tasks, the Cleaner will use reasonable judgment to prioritise work based on the Client's stated preferences.

3. Booking Process

Bookings may be made by the Client through the Company's accepted communication channels. When requesting a booking, the Client must provide accurate information, including the size and condition of the Premises, the type of service required, frequency of cleaning, and any access instructions.

A booking is considered provisional until it has been confirmed by the Company. The Company will confirm the booking details, including date, approximate time of arrival, and the estimated duration of the visit. The Company may revise an estimate or refuse a booking where the information provided by the Client is incomplete or inaccurate.

For regular cleaning services, the Company will endeavour to provide the same Cleaner or team where possible. However, the Company does not guarantee the same Cleaner on each visit and may substitute personnel at its discretion, for example in cases of illness, holidays, or other operational reasons.

The Client is responsible for ensuring that there is adequate access to the Premises at the agreed time. If access cannot be gained due to incorrect instructions, keys not working, or other reasons within the Client's control, this may be treated as a late cancellation and a fee may apply.

4. Client Obligations

The Client agrees to provide a safe working environment for the Cleaner, including but not limited to a smoke-free and hazard-free Premises. The Client must inform the Company of any health and safety risks, alarm systems, or security arrangements relevant to the performance of the Services.

The Client is responsible for ensuring that running water, electricity, and adequate lighting are available at the Premises while the Services are carried out. Where the Client requests the use of their own cleaning products or equipment, they are responsible for ensuring such products are safe, in good working order, and suitable for the intended tasks.

The Client must not directly engage or employ any Cleaner introduced by the Company to provide services privately, outside the Company's arrangements, for as long as the Cleaner is engaged by the Company and for a period of 12 months thereafter. If the Client wishes to employ or engage a Cleaner directly, this may only be done with the Company's written consent and subject to an introduction fee as determined by the Company.

5. Prices, Estimates, and Payments

The price of the Services will be confirmed at the time of booking, based on the information supplied by the Client. Prices may be quoted as an hourly rate, a fixed fee for a specific job, or a regular recurring charge for ongoing services.

Any estimate provided prior to an inspection of the Premises is indicative only and may be adjusted where the actual condition, size, or requirements differ from the information originally provided. The Company will inform the Client if an adjustment to the price or required time is necessary before proceeding, wherever reasonably possible.

Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of service, or by invoice payable within a specified period. The Client agrees to pay all charges in full and on time using an accepted method of payment.

The Company reserves the right to charge interest and late payment fees on any overdue amounts, as well as reasonable costs incurred in recovering unpaid sums. The Company may suspend further services or cancel future bookings where payment remains outstanding.

6. Cancellations, Rescheduling, and Access

The Client may cancel or reschedule a booking by providing notice within the minimum period specified by the Company. Where insufficient notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full amount of the scheduled service.

If the Cleaner arrives at the Premises and is unable to gain access, or if the service cannot be carried out due to conditions within the Client's control, this will be treated as a late cancellation and the applicable fee will be charged.

The Company reserves the right to cancel or reschedule a booking at any time due to operational reasons, staff illness, adverse weather, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Client as soon as practicable and will offer an alternative appointment. The Company is not liable for any indirect loss or inconvenience arising from such cancellations or delays.

7. Service Quality and Complaints

The Company aims to deliver a high standard of cleaning services and expects the Client to inspect the work as soon as reasonably possible following completion. Any concerns or complaints about the quality of the Services must be reported to the Company within 24 hours of the visit, or as soon as reasonably practicable.

Where a complaint is made within the required timeframe and is found to be justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or apply a credit to a future service. This will be the Client's sole and exclusive remedy for any dissatisfaction with the Services.

The Company is not responsible for pre-existing damage, fair wear and tear, or issues arising from the use of inappropriate or defective materials or equipment supplied by the Client.

8. Client Property and Valuables

The Client is advised to safeguard valuables, cash, and sensitive documents before the Cleaner arrives. The Company does not accept responsibility for the loss of cash, jewellery, or other high-value items that have not been securely stored.

The Client must inform the Company prior to the service of any fragile items, special surfaces, or objects requiring particular care or specific cleaning products. The Company will take reasonable care when handling Client property but will not be liable for damage caused by undisclosed fragility, inherent defects, or improper installation.

9. Liability and Insurance

The Company will exercise reasonable skill and care in providing the Services. The Company maintains suitable insurance cover in respect of public liability and, where applicable, employer's liability. Details of insurance can be provided on request.

The Company's total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort including negligence, or otherwise, will be limited to the lesser of the value of the specific service visit during which the incident occurred or any amount actually recoverable under the Company's insurance policy in respect of that incident.

The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, even if such losses were reasonably foreseeable. The Company is not liable for delays or failure to perform its obligations due to events beyond its reasonable control, including but not limited to extreme weather, strikes, utility failures, or government restrictions.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be limited or excluded.

10. Cleaning Products, Equipment, and Damage

Unless otherwise agreed, the Company will supply its own cleaning products and basic equipment. Where specialist equipment is required, this must be agreed in advance and may incur additional charges.

If the Client requests the use of their own cleaning products, the Company accepts no responsibility for any damage or unsatisfactory results arising from those products. The Client must ensure that any such products are clearly labelled, safe to use, and appropriate for the intended surfaces.

The Client must notify the Company of any alleged damage to property as soon as reasonably practicable and in any event within 24 hours of becoming aware of the issue. The Client will allow the Company or its insurers a reasonable opportunity to inspect and, where appropriate, repair or replace any damaged item. Failure to allow such inspection may invalidate any claim.

11. Waste Handling and Environmental Regulations

The Company will dispose of general household and office waste generated in the course of the Services using the Client's designated bins and facilities at the Premises. The Company is not licensed to remove controlled, hazardous, or regulated waste from the Premises and will not handle such materials.

The Client is responsible for informing the Company of any materials at the Premises that may be hazardous or subject to special disposal requirements, including but not limited to sharps, medical waste, chemicals, asbestos, or contaminated items. The Company reserves the right to refuse to clean or handle any materials it reasonably believes to be unsafe or in breach of applicable waste and environmental regulations.

Where the Client requests assistance with recycling or segregation of waste, the Cleaner will follow the Client's reasonable instructions using the containers and arrangements provided by the Client. It remains the Client's responsibility to ensure that final disposal or collection complies with local regulations.

12. Keys, Security, and Alarms

Where the Client provides keys or access devices to the Company, they will be securely stored and used only for the purposes of carrying out the Services. The Company will take reasonable care to safeguard keys while in its possession, but cannot be held liable for any loss arising from circumstances beyond its reasonable control.

The Client must ensure that any alarm systems are properly set up for Cleaner access, and must provide clear written instructions for arming and disarming alarms. The Company is not responsible for charges, call-out fees, or other costs incurred due to alarm activation where the instructions provided were incorrect or incomplete.

13. Health and Safety

The Company is committed to providing a safe working environment for its staff and Clients. Cleaners are instructed not to undertake activities that may present a risk to health and safety, such as working at excessive heights, lifting very heavy items, or using equipment for which they are not trained.

The Client must not request or insist on any task that contravenes health and safety guidance or the Company's policies. If a Cleaner believes that any situation or task is unsafe, they are authorised to decline or suspend that task and to report the matter to the Company.

14. Data Protection and Privacy

The Company will collect and process personal data relating to the Client for the purposes of managing bookings, delivering the Services, handling payments, and complying with legal obligations. The Company will take reasonable steps to protect personal information and will not sell or disclose it to third parties except as necessary to provide the Services, process payments, or comply with the law.

The Client has certain rights in relation to their personal data under applicable data protection legislation and may contact the Company to exercise those rights, subject to legal restrictions.

15. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. The most current version will apply to all new bookings and to ongoing services after the date on which the revised terms are notified to the Client or made reasonably available.

Continued use of the Services following any change to these Terms and Conditions will be deemed acceptance of the updated terms.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, 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 the Services provided by the Company.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, that provision will be severed, and the remaining provisions will continue in full force and effect.

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

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior agreements, understandings, or arrangements, whether oral or written.