Terms and Conditions for Southkensington Cleaner Services

These Terms and Conditions set out the basis on which Southkensington Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing access to the property, the customer agrees to be bound by these terms. For the purposes of these terms, references to “we”, “us”, and “our” mean Southkensington Cleaner, and references to “you” and “your” mean the person or business requesting the service. These terms apply to standard cleaning, deep cleaning, end of tenancy cleaning, one-off cleaning, scheduled repeat cleaning, and any related cleaning work agreed in writing or by booking confirmation.

1. Service Scope

We will provide cleaning services with reasonable care and skill, using trained operatives and suitable equipment where required. The exact scope of the work will depend on the booking details, the selected service package, the condition of the premises, and any specific instructions provided before the appointment. Our South Kensington cleaning service is intended to deliver cleaning tasks that are practical, lawful, and safe. We do not guarantee the removal of every stain, mark, odour, or contaminant, particularly where the condition of the property, materials, or surfaces makes full removal unrealistic.

2. Eligibility and Authority

By placing a booking, you confirm that you are legally able to enter into a contract and that you have the authority to permit access to the property or premises to be cleaned. If you are booking on behalf of a landlord, tenant, managing agent, employer, or another person, you confirm that you have the necessary permission. You are responsible for ensuring that the property is safe for cleaning and that any special risks are disclosed in advance. This includes, without limitation, fragile items, exposed wiring, restricted areas, known leaks, pest activity, bodily fluids, hazardous substances, or any other condition that could affect the safe delivery of the service.

3. Booking Process

A booking is only confirmed when we accept the request and provide a confirmation by email, message, or other written notice. A quotation or estimate does not itself create a binding booking unless expressly stated. During the booking process, you may be asked to provide details such as the type of service, property size, access arrangements, preferred date and time, parking restrictions, and any additional requirements. We may refuse, amend, or cancel a booking if the information supplied is incomplete, inaccurate, or unsuitable for the requested service. For recurring cleaner in South Kensington appointments, the schedule will be agreed in advance, but we may make reasonable operational changes where necessary.

We reserve the right to decline or reschedule work where the property conditions differ materially from the information supplied at booking, where the service requested is outside our capabilities, or where there is a risk to health, safety, or property. If the service requires more time than anticipated because of the property condition, extra charges may apply in accordance with our pricing structure or a revised quotation.

4. Access, Preparation, and Customer Responsibilities

You must ensure that we can access the property at the agreed time. If keys, codes, concierge arrangements, alarm instructions, or entry permissions are needed, these must be provided in advance and kept accurate. You should also ensure that valuable, fragile, or sentimental items are stored safely before the appointment, unless you specifically ask us to handle them and we agree in writing. We are not responsible for delay or inability to perform the cleaning if access is restricted, if we are unable to contact you, or if the property is not suitably prepared for safe work. Any waiting time caused by a lack of access may be chargeable.

Southkensington Cleaner expects customers to remove or secure hazardous items, medicines, sharp objects, cash, jewellery, confidential documents, and personal electronics before the service begins. If such items are left in accessible areas, we may move them only where reasonable and safe to do so, but we do not accept responsibility for loss or misplacement unless caused by our proven negligence. You are also responsible for making sure the property has appropriate water, electricity, and safe working conditions unless the booking specifies otherwise.

5. Payments and Charges

Fees will be set out in our quotation, booking confirmation, price list, or other written agreement. Prices may depend on the size and condition of the property, the level of cleaning required, the number of operatives needed, the duration of the appointment, and any specialist products or equipment. Unless stated otherwise, payment is due immediately upon completion of the service or in advance where required. We may request a deposit, especially for larger bookings, recurring appointments, or work involving bespoke arrangements. Deposits may be non-refundable where stated at the time of booking, provided this is permitted by law.

We accept payment by the methods notified to you in advance. If payment is late or fails, we may suspend future bookings, withhold completed reports or documentation where lawful, and charge reasonable recovery costs and interest on overdue sums in line with applicable UK law. Any dispute about a charge must be raised promptly and in writing. The disputed amount should still be paid in full unless we agree otherwise, and any genuine overcharge will be corrected after review. If you request additional tasks during the visit, you agree that these may be chargeable as an extra service.

Discounts, promotional rates, and offers are subject to availability and may be withdrawn or amended at any time before a booking is confirmed. They cannot be exchanged for cash and may not apply to bespoke work, emergency appointments, or specialist cleaning. We may correct obvious pricing errors where a manifest mistake has occurred and notify you before proceeding.

6. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Any cancellation deadline and any applicable fee will be stated at the time of booking or in the service confirmation. If you cancel too close to the appointment time, fail to provide access, or ask us to leave after arrival, a cancellation or call-out charge may be applied to cover reserved labour, travel, and administration. Where a deposit has been paid, we may retain all or part of it to the extent permitted by law and the booking terms.

We may cancel or reschedule a booking due to staff illness, transport disruption, equipment failure, unsafe conditions, weather issues, or any other event outside our reasonable control. If we do so, we will seek to offer a revised appointment within a reasonable time. Our liability for cancellation will be limited to a refund of sums paid for the affected visit, unless otherwise required by law. We are not liable for indirect costs, lost business, loss of earnings, or missed deadlines arising from a cancellation or postponement, except where such loss is caused by our negligence and cannot lawfully be excluded.

7. Liability and Limitations

We will exercise reasonable care and skill in delivering the service. However, liability is subject to the limitations set out in these terms and the rights that cannot be excluded under UK law. We are not responsible for pre-existing damage, wear and tear, hidden defects, fragile surfaces, poor workmanship by previous contractors, or deterioration caused by the age or condition of the property. If an item is especially valuable, delicate, or irreplaceable, you should tell us before the service begins so that appropriate precautions can be considered.

Where we are found liable for loss or damage arising from our negligence, our total liability will be limited to the lesser of the amount paid for the specific service or the reasonable cost of repair or replacement, subject to any mandatory legal rights. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law. In no event shall we be liable for consequential, incidental, or indirect loss, including loss of profit, loss of opportunity, or business interruption, to the fullest extent permitted by law.

If you believe damage has occurred, you must notify us as soon as reasonably practicable and, in any event, within a reasonable period after the service. You should provide clear details, photographs where possible, and any relevant evidence. Failure to notify us promptly may affect our ability to investigate and may limit any remedy. We may choose to inspect the issue, arrange a repair, offer a replacement, or provide a refund, depending on the circumstances and applicable legal obligations.

8. Waste, Disposal, and Environmental Compliance

All cleaning waste must be handled in accordance with applicable UK environmental and waste regulations. Unless otherwise agreed, we will remove only the waste generated directly by the cleaning service, such as disposable cloths, vacuum contents, packaging from products used on site, or small amounts of routine cleaning debris. We are not licensed to remove regulated waste unless specifically arranged in advance and lawfully permitted. This includes, but is not limited to, clinical waste, asbestos-containing materials, electrical waste, sharps, hazardous chemicals, and contaminated materials requiring specialist disposal.

You must disclose any waste that may require special handling before the appointment. If prohibited or regulated waste is discovered during the service, we may stop work in the affected area and request further instructions. Any extra time, specialist handling, or lawful disposal costs may be charged to you. We reserve the right to refuse to move, collect, or dispose of items that could breach environmental law, health and safety law, or waste carrier requirements. Where we remove waste as part of the service, ownership of that waste transfers to the appropriate disposal process and may not be recoverable once removed.

9. Use of Products, Materials, and Equipment

We may use our own cleaning materials and equipment unless agreed otherwise. Product choice will depend on the surfaces to be cleaned and the practical requirements of the job. While we take care to use appropriate products, we cannot guarantee compatibility with all materials, especially where surfaces are delicate, porous, antique, or have been previously treated with unsuitable substances. If you ask us to use customer-supplied products, you accept responsibility for their suitability, storage, labelling, and safety unless damage occurs because we used them negligently in a way that a reasonably competent cleaner would not.

We may decline to use products, machines, or accessories that appear unsafe, unlabelled, damaged, expired, or otherwise unsuitable. We are not responsible for adverse effects resulting from poor ventilation, pre-existing material weakness, or unknown chemical reactions in the property. Any allergen, fragrance sensitivity, or special product request should be disclosed before the appointment so that we can consider whether the service can be delivered safely.

10. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should inform us promptly and provide a reasonable opportunity to review the issue. Depending on the circumstances, we may return to remedy the concern, offer a partial adjustment, or provide another proportionate solution. This will not affect any rights you may have under the Consumer Rights Act 2015 or other applicable UK legislation. However, we are not obliged to provide a remedy for issues caused by circumstances outside our control, inaccurate customer information, or changes made after the service was completed.

Any complaint should be made in good faith and with sufficient detail to allow an investigation. We may request photographs, access to the property, or clarification about the issue. Where a claim is made after the property has been reoccupied, altered, or cleaned by others, our ability to assess the matter may be limited. Nothing in these terms prevents you from exercising statutory rights that apply to services supplied with reasonable care and skill.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking, unless a legal or operational change requires immediate amendment. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

11. Force Majeure

We will not be liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including severe weather, transport disruption, strikes, utility failures, fire, flood, public health restrictions, acts of government, or other unforeseen circumstances. In such situations, we may suspend, reschedule, or cancel the affected service without liability for indirect losses. We will try to notify you as soon as reasonably possible and agree a new appointment where practical.

12. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to the services, except where applicable consumer law provides otherwise. If you are using the service as a consumer, you may also benefit from mandatory rights under UK consumer legislation that cannot be limited by contract.

By booking with Southkensington Cleaner, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are intended to create a fair and practical framework for the delivery of a professional South Kensington cleaner service while protecting both parties’ legitimate interests. Where these terms refer to “cleaning services”, the reference includes any agreed work carried out by our team under a confirmed booking, whether one-off, periodic, or contract-based.