UK Service Terms and Conditions for Cleaner Kensington

These Terms and Conditions set out the basis on which Cleaner Kensington provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, together with any service description, quotation, and written confirmation issued before the appointment. These terms are intended to be clear, fair, and practical, and they apply to all standard and one-off cleaning services unless otherwise agreed in writing.

In these terms, references to “we”, “us”, and “our” mean the cleaning provider operating under the Cleaner Kensington name, and references to “you” or “the customer” mean the person or business booking the service. The agreement between the parties begins once a booking has been accepted. The purpose of this document is to explain how bookings are made, how payments are handled, when cancellations apply, what limits exist on liability, how waste is dealt with, and which law governs the arrangement.

If any part of these terms is unclear, the customer should review them carefully before confirming the booking. Continuing with a reservation, paying a deposit, or allowing the service to begin will be treated as acceptance of the current terms. These conditions may be updated from time to time, but the version in force when the booking is confirmed will apply to that service unless a change is required by law.

1. Booking Process

Bookings may be made by telephone, email, online enquiry form, or any other channel we make available from time to time. A request for service does not create a binding contract until we have confirmed availability and accepted the booking. Cleaner Kensington reserves the right to decline any booking at our discretion, including where the requested service falls outside our operational scope, the property conditions are unsuitable, or the schedule is already full.

When booking, you must provide accurate and complete information about the property, the type of cleaning required, access arrangements, parking limitations, the number of rooms or areas to be cleaned, and any special instructions. If the information supplied is incomplete or inaccurate, the service may take longer than expected, may require adjustment of the price, or may be postponed. We rely on the details you provide to allocate the correct team, equipment, and time slot.

For certain services, we may provide an estimate rather than a fixed price. Estimates are based on the description you supply and may change if the actual work differs materially from the information originally given. If the scope changes before or during the appointment, we may revise the charge accordingly. We will normally explain any increase before proceeding where reasonably practicable.

2. Service Standards and Customer Responsibilities

The cleaner Kensington service is provided with reasonable care and skill and in line with usual industry standards. The exact outcome may depend on the age, condition, and material of the surfaces being cleaned, as well as access to water, electricity, and suitable working space. Some marks, stains, limescale, ingrained dirt, or odours may not be fully removable even when appropriate methods are used.

The customer must ensure that the property is accessible at the agreed time and that the area to be cleaned is safe for our staff. This includes securing valuables, removing fragile items where necessary, and informing us of any hazards such as broken fittings, exposed wiring, slippery floors, aggressive pets, or unsafe fixtures. If the environment is unsafe or access is delayed, we may suspend or reschedule the service and charge for time lost.

Where keys, access codes, concierge arrangements, or lockbox instructions are provided, you remain responsible for their accuracy and security. We will take reasonable care of any keys or access items entrusted to us, but we are not liable for losses caused by faulty instructions supplied by the customer. If you ask us to use a key collection or return arrangement, this must be agreed in advance as part of the booking.

3. Payments and Charges

All prices will be confirmed in advance where possible and may be quoted as hourly rates, fixed fees, or package prices, depending on the type of service. Unless stated otherwise, prices are exclusive of any additional services requested on the day. Any extra work outside the original agreement may be charged at the applicable rate, and by booking our cleaner Kensington service you agree to pay for authorised additional time or materials.

Payment is due in accordance with the invoice, booking confirmation, or payment link provided to you. We may require full payment in advance, a deposit at the time of booking, or payment immediately after completion of the service. If payment is not made on time, we reserve the right to suspend future bookings, charge reasonable recovery costs, and withhold any non-essential follow-up work until the account is settled.

All payments must be made using the approved methods specified at the time of booking. If a bank transfer is made, it must be cleared before the service date unless we agree otherwise. Card payments, online payments, and cash payments may be accepted at our discretion. Where VAT applies, it will be charged in addition to the stated price and shown on the invoice where required by law.

If a quoted price was based on incorrect information, or if the property requires significantly more time or equipment than anticipated, we may adjust the final invoice to reflect the actual service delivered. We will normally notify you of any change as soon as reasonably possible. Disputed charges should be raised promptly and in writing so that they can be reviewed. Undisputed amounts must still be paid by the due date.

4. Cancellations, Amendments, and Missed Appointments

You may cancel or reschedule a booking by giving us notice within the timeframe stated in your confirmation. If no timeframe is stated, a minimum of 24 hours’ notice is normally expected for standard cleaning appointments. Cancellations made with insufficient notice may incur a fee to cover reserved labour, travel, or preparation costs. The amount of any charge will be reasonable and proportionate to the loss caused by the late cancellation.

If you wish to amend the date, time, scope, or frequency of the service, we will do our best to accommodate the request, but changes are subject to availability. Amendments may also affect the price or duration of the appointment. Where recurring Cleaner Kensington services are arranged, a change to one visit does not automatically change all future visits unless both parties agree.

If our team arrives at the agreed time and cannot begin because access has not been provided, the property is not ready, or no responsible adult is available where required, the appointment may be treated as a late cancellation or a failed visit. In such cases, we may charge a call-out fee or the full booked amount, depending on the circumstances and the resources already committed. Repeated missed appointments may lead to refusal of further bookings.

5. Liability and Limitations

We will carry out all cleaning services with reasonable care and skill. However, our liability is limited to losses caused directly by our negligence, breach of contract, or wilful misconduct. We are not responsible for pre-existing damage, hidden defects, wear and tear, faulty installations, or deterioration that occurs because of the age or condition of the property. Customers should inform us of any particularly delicate materials, specialist finishes, or items of significant value before work begins.

We are not liable for indirect or consequential losses, including loss of business, loss of profit, loss of opportunity, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Where liability is permitted to be limited, our total liability will ordinarily not exceed the amount paid for the relevant service.

Although our staff will take reasonable care when moving lightweight items to clean behind or around them, we do not accept responsibility for damage caused by items that are unstable, improperly assembled, or already weakened. The same applies to fixtures and fittings that are loose, corroded, or unsuitable for normal handling. If you require us not to move certain items, you must tell us in advance. A cleaner Kensington appointment does not include repair, restoration, or specialist treatment unless expressly agreed.

Any claim for damage or loss must be reported as soon as reasonably possible and, in any event, within a reasonable period after the service. You should provide supporting details, photographs where relevant, and an explanation of the circumstances. We may inspect the area or request access to investigate. Failure to notify us promptly may affect our ability to assess the issue fairly.

6. Waste Regulations and Disposal

Our cleaning services are designed for routine housekeeping and general waste handling only. We do not provide a licensed waste collection or waste disposal service unless this is expressly included in writing. Any waste removed during cleaning, such as dust, packaging, paper towels, or general domestic rubbish, will only be handled in a manner permitted by law and by the property’s local arrangements. The customer remains responsible for final disposal unless we have agreed otherwise.

We will not knowingly remove hazardous materials, sharps, chemicals, asbestos, bodily fluids, clinical waste, electrical waste requiring special treatment, or any other regulated material. If such items are discovered, the customer must arrange safe removal by an authorised specialist. Where a property contains potentially contaminated waste, the service may be paused until the risk has been addressed. For health and safety reasons, our staff may refuse to handle waste that could expose them to injury or unlawful disposal obligations.

The customer must ensure that bins, recycling containers, and waste receptacles are available and suitable for the type of waste generated by the service. If the property requires particular separation of recyclable or residual waste, you must explain the arrangement in advance. Any breach of waste regulations caused by incorrect instructions, concealed items, or unsafe storage conditions will be the responsibility of the customer, unless the law places responsibility elsewhere. We may refuse to continue work if lawful disposal cannot be assured.

7. Staff, Access, and Conduct

Our staff and contractors must be treated with courtesy and respect. We reserve the right to remove any cleaner from a property if they are subjected to abuse, harassment, unsafe conditions, discriminatory behaviour, or unreasonable demands. In such cases, the appointment may be charged in full or in part depending on the work completed and the circumstances encountered.

The customer must not ask our staff to perform tasks that are illegal, dangerous, or outside the agreed service. This includes handling confidential material improperly, lifting excessively heavy objects without suitable assistance, working at height without the proper equipment, or using products that have not been approved for the surface in question. Any request for additional tasks should be discussed in advance and may be declined.

Where a service requires the use of the customer’s products or equipment, you are responsible for ensuring they are safe, suitable, and in working order. We may refuse to use products that appear damaged, expired, incorrectly labelled, or inappropriate for the task. If we supply materials, they remain our property until used, and any unused items remain subject to our internal policy unless otherwise agreed.

8. Complaints, Remedies, and Agreement Changes

If you are dissatisfied with any part of the service, you should notify us as soon as possible so that we can investigate and, where appropriate, offer a reasonable remedy. Depending on the circumstances, a remedy may include re-cleaning the affected area, a partial refund, or another proportionate response. Any remedy will be assessed on a case-by-case basis and will take account of the original booking, the condition of the property, and the information supplied by the customer.

We may update these terms from time to time to reflect changes in our operations, legislation, or service structure. Updated terms will apply to future bookings only unless required by law or expressly agreed otherwise. No variation to these terms will be valid unless confirmed by us in writing, except where the law requires a different form of agreement.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Any failure by us to enforce a right or provision on one occasion does not mean that the right or provision is waived for future bookings. These terms are intended to operate fairly and consistently as part of the cleaner Kensington service relationship.

9. Governing Law

These Terms and Conditions, and any non-contractual obligations arising from or connected with them, are governed by the laws of England and Wales. Where the customer is based in Scotland or Northern Ireland, mandatory local consumer protections may still apply to the extent required by law. By proceeding with a booking, you agree that any dispute or claim relating to the service will be handled in accordance with the applicable law and the jurisdiction rules that follow from it.

Any dispute that cannot be resolved informally should first be raised in writing so that both parties have an opportunity to review the issue. This approach helps ensure matters are addressed promptly and fairly without unnecessary escalation. However, nothing in these terms removes any statutory rights you may have as a consumer or business customer under applicable UK law.

These terms form the complete agreement between the parties regarding the cleaning service, unless another written document expressly states otherwise. If there is any conflict between these terms and a later written service agreement or quotation, the later document will prevail to the extent of the inconsistency. By booking a service with Cleaner Kensington, you confirm that you have read, understood, and agreed to these conditions.