Twickenham Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Twickenham Cleaner provides domestic and commercial cleaning services. By booking or using any service offered by Twickenham Cleaner, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

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 uses cleaning services from Twickenham Cleaner.

Company means Twickenham Cleaner, which provides cleaning and associated services.

Service or Services means any cleaning or related service supplied by the Company to the Client, whether on a one-off or recurring basis.

Cleaner means any employee, contractor, or representative engaged by the Company to provide the Services.

Premises means the property or properties where the Services are to be carried out.

Agreement means the contract between the Client and the Company comprising these Terms and Conditions and any confirmed booking details.

2. Scope of Services

The Company provides cleaning services including, but not limited to, regular domestic cleaning, one-off deep cleaning, end-of-tenancy cleaning, office and commercial cleaning, and related tasks as agreed at the time of booking.

The exact scope of work for each visit will be set out in the booking confirmation or agreed with the Client in advance. Any tasks not mentioned or specifically agreed may be considered additional and may incur extra charges.

The Company reserves the right to decline any work that is unsafe, unreasonable, outside the scope of usual cleaning activities, or contrary to applicable health and safety or waste regulations.

3. Service Area

The Company primarily provides Services in and around the Twickenham area and within nearby surrounding districts. Acceptance of a booking is subject to confirmation that the Premises are within the Company’s operational area or that arrangements can reasonably be made for travel to the Premises.

Where travel distances are significant, the Company may apply a surcharge or require a minimum booking duration. Any such charges will be communicated to the Client before the booking is confirmed.

4. Booking Process

Bookings can be requested through the Company’s chosen contact channels or booking platforms. The Client is responsible for providing accurate information, including the address of the Premises, type and size of property, required date and time, nature of the Services, and any specific requirements.

A booking request does not constitute a confirmed Agreement until it has been accepted by the Company. The Company will confirm bookings by issuing a booking confirmation that sets out the main details of the Service, including date, time, duration, and any applicable charges.

The Client must review the booking confirmation and notify the Company promptly of any errors or required changes. Failure to inform the Company of inaccuracies may result in the Services being delivered on the basis of the original booking details, and the Client may be charged accordingly.

The Company may, at its discretion, decline or cancel booking requests, including where the Premises are unsuitable, access cannot be assured, or the Client has an outstanding unpaid balance.

5. Access to Premises

The Client is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arrangements for keys, entry codes, security instructions, or someone to be present to allow the Cleaner entry.

If the Cleaner is unable to gain access to the Premises, the visit may be treated as a late cancellation, and the Client may be charged the applicable cancellation fee or full service fee, as set out in the cancellation policy below.

The Client must ensure that the Premises are safe for work and that any known risks, hazards, or restrictions are clearly communicated to the Company prior to the visit.

6. Client Responsibilities

The Client agrees to:

Provide accurate and complete information about the Premises and required Services.

Ensure adequate lighting, electricity, running water, and access to facilities necessary for the provision of Services.

Secure and remove valuables or sensitive items if desired. The Company will not be responsible for items that the Client has not secured or that are unusually fragile or not fit for ordinary domestic use.

Inform the Company in advance of any delicate surfaces, materials, or items that require special care or specific cleaning products.

Comply with local regulations in relation to the Premises and ensure that the Services can be lawfully carried out at the property.

7. Cleaning Products and Equipment

Unless otherwise agreed, the Company or its Cleaners will use suitable cleaning products and equipment appropriate to the tasks to be performed. The Company aims to use products that are safe and effective for general household and commercial cleaning.

If the Client requests that specific products or equipment are used, this must be agreed in advance. The Client accepts full responsibility for any damage, discolouration, or other issues arising from products or equipment supplied or specified by the Client.

The Company reserves the right to refuse the use of any substance or equipment that, in its reasonable opinion, presents an unacceptable health, safety, or environmental risk.

8. Payments and Charges

Service charges will be communicated to the Client at the time of booking or within the booking confirmation. Charges may be based on an hourly rate, fixed fee, or a combination, depending on the nature of the Service.

The Company may require payment in advance, a deposit, or card details to secure the booking. Any such requirement will be notified to the Client prior to confirmation of the booking.

Unless otherwise agreed, payment is due on or before the date of Service. For ongoing or recurring Services, the Company may invoice weekly, fortnightly, or monthly. The Client must ensure payment is made by the stated due date.

The Company accepts payment by methods it specifies from time to time, which may include bank transfer, card payment, or other electronic payment options. Cash payments may be accepted only where expressly agreed in advance.

If payment is not received by the due date, the Company reserves the right to suspend further Services and may charge interest on overdue amounts at a reasonable rate, as well as any administrative costs incurred in recovering the debt.

All charges are subject to applicable taxes and statutory charges, where relevant, which will be added at the prevailing rate.

9. Cancellations, Rescheduling, and No-Show

The Client may cancel or reschedule a booking by giving reasonable notice to the Company. Unless otherwise stated in a specific service agreement, the following will usually apply:

If the Client cancels or reschedules with more than 24 hours notice before the scheduled start time, no cancellation fee will normally be charged.

If the Client cancels or reschedules with less than 24 hours notice, the Company may charge up to 50 percent of the expected service fee.

If the Cleaner attends the Premises at the agreed time but is unable to gain access or commence work for reasons within the Client’s control, the Company may charge the full fee for the scheduled visit.

The Company may cancel or reschedule a booking if it is unable to provide the Services due to reasons beyond its reasonable control, including staff illness, severe weather, transport disruption, or other unforeseen events. In such cases, the Company will, where possible, offer an alternative appointment. The Company will not be liable for any indirect loss resulting from such cancellations.

10. Service Quality and Complaints

The Company aims to deliver Services with reasonable skill and care. If the Client is dissatisfied with any aspect of the Service, they should notify the Company as soon as possible, ideally within 24 hours of the visit.

Where a complaint is justified and directly relates to the quality of the Service provided, the Company may, at its discretion, arrange a re-clean of the affected areas or offer a partial refund or credit, provided that the complaint is reported promptly and sufficient evidence is available.

The Company is not obliged to provide a remedy where complaints are made long after the Service was carried out or where the Premises have been used or altered in a way that prevents proper assessment of the original work.

11. Liability and Limitations

The Company will exercise reasonable care in providing the Services. However, the Company’s liability is limited as follows:

The Company will not be liable for normal wear and tear, or for damage arising from pre-existing defects, poorly maintained surfaces, or items that are not fit for regular cleaning.

The Company will not be liable for loss or damage arising from failure to follow the Client’s undocumented instructions, or where the Client has not disclosed relevant information about the Premises, materials, or potential hazards.

Any claim for loss or damage must be reported to the Company as soon as reasonably practicable and no later than 7 days after the Service. The Client must provide details and, where applicable, evidence of the alleged loss or damage.

To the fullest extent permitted by law, the Company’s total aggregate liability to the Client for any loss or damage arising out of or in connection with the Services shall be limited to the total amount paid by the Client for the specific Service giving rise to the claim.

The Company does not exclude liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot lawfully be excluded under UK law.

12. Insurance

The Company aims to maintain appropriate insurance cover for the type of Services it provides, including public liability insurance, in accordance with industry practice.

Evidence of insurance cover can be made available upon reasonable request. The existence of insurance does not increase the Company’s liability beyond the limits set out in these Terms and Conditions.

13. Waste Handling and Environmental Responsibilities

The Company will handle waste generated in the course of ordinary cleaning in a responsible manner and in accordance with applicable waste and environmental regulations.

General household and commercial waste will normally be placed in the Client’s own bins or waste containers at the Premises. The Company is not responsible for arranging external waste collection unless expressly agreed as part of the Service, and additional charges may apply.

The Company does not handle hazardous, clinical, or regulated waste except where specifically arranged and permitted by law. This includes but is not limited to medical waste, sharp objects that present a safety risk, chemical waste, asbestos, and other prohibited materials.

The Client is responsible for informing the Company of any materials on the Premises that may be subject to special waste handling requirements. The Company may refuse to deal with such materials or may require separate arrangements and charges in compliance with relevant regulations.

14. Health and Safety

The Company is committed to providing a safe working environment for its Cleaners and Clients. Cleaners are instructed to follow health and safety guidelines, including safe use of products and equipment.

The Client must not request or require Cleaners to undertake tasks that may be unsafe, illegal, or outside the reasonable scope of cleaning work. This includes work at unsafe heights, moving excessively heavy furniture without assistance, or handling hazardous substances.

If the Cleaner considers a task to be unsafe or inappropriate, they may decline to perform it. This will not be treated as a breach of contract by the Company.

15. Data Protection and Privacy

The Company may collect and process personal data about Clients for the purpose of managing bookings, delivering Services, handling payments, dealing with complaints, and complying with legal obligations.

Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will take reasonable steps to keep such data secure and to use it only for legitimate business purposes.

Clients have certain rights in relation to their personal data, including the right to access, correct, or request deletion of their data, subject to legal and contractual limitations.

16. Changes to Services and Terms

The Company may make reasonable changes to the Services, pricing, or these Terms and Conditions from time to time. Any updated Terms and Conditions will take effect when communicated to the Client or made publicly available in a clear and accessible form.

For recurring Services, the Company will give reasonable notice of any material changes in terms or charges. If the Client does not agree to the changes, they may cancel future Services by giving notice in accordance with the cancellation provisions set out above.

17. Termination of Ongoing Services

For ongoing or regular cleaning arrangements, either party may terminate the Agreement by giving reasonable written notice, typically not less than 7 days, unless otherwise agreed.

The Company may terminate the Agreement with immediate effect if the Client commits a serious breach of these Terms and Conditions, fails to pay amounts due, behaves abusively or unreasonably towards Cleaners, or if continuing the Services would expose the Company or its staff to unacceptable risk.

On termination, the Client must pay for all Services provided up to the termination date and any applicable cancellation fees.

18. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of Services by the Company, 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 out of or in connection with these Terms and Conditions, the Agreement, or the Services, whether in contract, tort, or otherwise.

19. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall 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.

The Agreement is between the Company and the Client. No third party shall have any rights to enforce any of its terms.

By placing a booking with Twickenham Cleaner, the Client confirms that they have read, understood, and agree to these Terms and Conditions.