Terms and Conditions for Cleaners Westkensington

These Terms and Conditions set out the basis on which Cleaners Westkensington provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing access to a property for the purpose of cleaning, you agree to be bound by these terms. Please read them carefully before placing an order. These terms apply to all standard and specialist cleaning services arranged under the Westkensington cleaners service model, unless a separate written agreement states otherwise.

Booking process. A booking becomes valid only when the customer has supplied accurate service details and the company has accepted the request. Bookings may be made through the usual booking channels, by phone, email, or online enquiry where available. The customer must provide the correct address, preferred date and time, type of service required, access instructions, parking restrictions where relevant, and any information that may affect the cleaning task. The company may ask for photographs, room counts, or additional notes in order to assess the request. Any quotation given before an inspection is based on the information supplied and may be revised if the actual conditions differ materially from the description.

Where a quote is accepted, a booking is reserved for the agreed service date and time, subject to staff availability and operational confirmation. The customer is responsible for ensuring that someone over the age of 18 is available to grant access if required, unless key-holding or other arrangements have been agreed in advance. The company may refuse or cancel a booking if the property is unsafe, inaccessible, excessively hazardous, or outside the scope of the service originally requested. Changes to the cleaning plan should be notified as soon as possible, as they may affect pricing, duration, or the availability of equipment and materials.

Payments. Unless otherwise agreed in writing, payment is due on completion of the service on the same day. For certain recurring, large, or specialist jobs, the company may request a deposit or advance payment to secure the booking. Deposits may be non-refundable where staff time, materials, or scheduling have already been allocated, except where cancellation rights under these terms apply. Accepted payment methods may include bank transfer, debit card, credit card, or another method notified at the time of booking. Cash payments, where accepted, must be made in full and in the correct currency.

The customer is responsible for paying all fees due for the agreed service, including any reasonable additional charges that arise because of:

• extra time required due to the actual condition of the property;
• additional rooms, areas, or items not disclosed at booking;
• waiting time caused by delayed access;
• parking, congestion, or other access-related costs where applicable;
• specialist products or equipment requested by the customer.

If payment is not received when due, the company may suspend future bookings, charge reasonable recovery costs, or refuse further services until the balance is settled. The company may also charge interest and debt recovery costs to the extent permitted by law. Where a customer disputes an invoice, they must notify the company promptly and provide relevant details. Disputes do not remove the obligation to pay undisputed sums on time. Any promotional discount, package rate, or recurring-service price applies only to the specific conditions and period agreed at the time of booking.

Cancellations and rescheduling. The customer may cancel or rearrange a booking, but notice must be given within a reasonable time. For most routine cleaning appointments, at least 24 hours’ notice is expected. If less notice is given, the company may charge a cancellation fee to cover staff allocation, travel, and preparatory costs. Where a booking has been confirmed and the cleaner arrives but cannot gain access, or the service cannot proceed due to circumstances within the customer’s control, the full or partial service fee may still be payable.

The company may cancel or reschedule a service where unavoidable circumstances arise, including illness, transport disruption, severe weather, equipment failure, or safety concerns. In such cases, the company will aim to offer an alternative appointment within a reasonable time. The company will not be liable for delay or non-performance caused by events beyond its reasonable control, including but not limited to power failures, flood, fire, strikes, supply interruptions, or governmental restrictions. If a recurring service is arranged, either party may end the arrangement by providing reasonable notice, unless a fixed-term agreement states a different notice period.

Where specialist or one-off services require materials to be ordered, waste to be removed, or additional staff to be allocated, cancellation charges may be higher because more preparation is involved. The customer should ensure that any fragile, valuable, confidential, or sentimental items are safely stored before the appointment begins. Although cleaners will take reasonable care, the company is not responsible for items that were left unsecured or that were not disclosed as requiring special handling.

Service standards and customer responsibilities. Cleaners Westkensington will provide services with reasonable skill and care and will aim to deliver a professional standard consistent with the information given at booking. However, the outcome of cleaning services depends on the condition of the property, the age and material of surfaces, previous maintenance, and whether stains or damage are removable. Some marks, limescale, mould, grease, odours, or ingrained dirt may not be fully removable without specialist treatment. Any estimate of results is not a guarantee unless expressly stated in writing.

The customer must give clear access to the premises, ensure that electricity and water supplies are available where needed, and disclose any relevant hazards, including damp, asbestos risk, infestations, broken fittings, exposed wiring, sharp objects, bodily fluids, or chemical residues. The company may refuse to clean areas that present a health or safety risk. The customer must also remove or secure items that may be damaged by cleaning activities, such as cash, jewellery, documents, electronics, ornaments, or delicate fabrics. If the customer asks the cleaner to move items, the customer accepts responsibility for the condition and stability of those items unless damage is caused by negligence.

Liability. The company accepts responsibility only for loss or damage directly caused by its negligence or that of its employees or authorised contractors, and only to the extent permitted by UK law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, the company will not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss arising from delays outside its control.

Where property damage is alleged, the customer must notify the company as soon as reasonably practicable and in any event within a reasonable period after the service. The company may request photographs, repair estimates, purchase records, or access to inspect the issue before agreeing any remedy. If liability is established, the company may choose to repair, replace, or compensate for the item, taking into account its age, condition, and fair value. The company will not be responsible for pre-existing damage, gradual deterioration, hidden defects, or damage caused by unsuitable surfaces, incorrect manufacturer instructions, or the customer’s failure to disclose relevant information.

In relation to keys, alarms, access codes, and similar items or information, the company will take reasonable care and may keep a record where necessary for operational purposes. However, the customer remains responsible for ensuring that any alarm systems are disarmed and that any access instructions are accurate. The company is not liable for delays or additional costs caused by incorrect codes, missing keys, faulty locks, or third-party access issues. Customers should also note that any complaint about the service does not suspend the duty to cooperate in an investigation or to mitigate loss.

Waste regulations and disposal. Any removal, handling, or disposal of waste produced during the service will be carried out in accordance with applicable UK waste laws and environmental requirements. The company will not illegally dump, burn, or misclassify waste. Ordinary cleaning waste, such as packaging, dust, and small household refuse generated by the service, may be bagged and removed only where this forms part of the agreed service and is legally permissible. The customer remains responsible for arranging collection of general household waste unless the company has expressly agreed to remove it.

Special waste, including sharps, medical waste, human waste, asbestos, chemicals, paint, batteries, electrical items, and other hazardous materials, will not be handled or removed unless the company has specifically agreed to do so in writing and only where the law permits it. If such materials are discovered during cleaning, the company may stop work in that area, leave the items undisturbed, and ask the customer to arrange specialist collection. The customer must disclose any hazardous or regulated waste before the service begins. If undisclosed waste creates a safety risk or legal concern, any resulting delay or additional cost may be charged to the customer.

The customer must not ask the company to dispose of items in a manner that would breach environmental law, tenancy obligations, or local waste rules. Where waste is moved off-site, the company may require confirmation of the type and source of waste, and may refuse collection if paperwork, segregation, or packaging does not meet legal standards. The customer agrees to indemnify the company against penalties, claims, or losses arising from inaccurate descriptions of waste, unlawful disposal requests, or failure to disclose hazardous materials.

General provisions and governing law. These terms may be updated from time to time, and the version in force at the time of booking will apply unless a later written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by the company to enforce any right or provision immediately does not waive that right. The customer may not transfer their rights or obligations under these terms without written consent, although the company may assign or subcontract part of the service where appropriate.

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. Nothing in these terms affects statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation. If a customer is a business, any additional terms agreed in writing between the parties shall be read consistently with these conditions, and if there is any conflict, the written agreement will prevail to the extent of that conflict.

By proceeding with a booking for Westkensington cleaning services, the customer confirms that they have read, understood, and accepted these terms. The company may rely on these terms in relation to all appointments, follow-up work, remedial visits, and related communications connected with the service. If the customer has any special requirements, those should be agreed before the appointment is confirmed so that the service can be carried out safely, efficiently, and in accordance with the agreed scope. The company reserves the right to decline work that is unlawful, unsafe, or outside its operational capability.