Twickenham Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Cleaners provides cleaning services to residential and commercial customers in its service area. By booking or using any service offered by Twickenham Cleaners, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the individual or organisation requesting or receiving cleaning services from Twickenham Cleaners.
Company means Twickenham Cleaners, the provider of cleaning services.
Services means any cleaning or related services provided by the Company to the Client, whether on a one-off, regular, or ad hoc basis.
Premises means the property, building, or area where the Services are to be provided.
Operative means any cleaner, subcontractor, or representative engaged by the Company to carry out the Services.
2. Scope of Services
The Company provides domestic and commercial cleaning services, which may include regular housekeeping, deep cleaning, end of tenancy cleaning, office cleaning, and other related tasks agreed in advance between the Company and the Client.
The specific scope of work for each booking, including the areas to be cleaned and any particular tasks requested, will be agreed during the booking process. The Client is responsible for ensuring that the agreed services meet their requirements.
Any tasks or services not explicitly agreed at the time of booking are outside the scope of the contract, and the Company is under no obligation to provide them. Additional services may be requested and, if accepted by the Company, may be subject to additional charges.
3. Booking Process
Bookings for Services may be made through the Companys accepted channels as communicated by the Company from time to time. The Client must provide accurate and complete information when making a booking, including full address of the Premises, access instructions, type of property, desired date and time, and any specific cleaning requirements.
All bookings are subject to availability and confirmation by the Company. A booking is not confirmed until the Client has received a clear confirmation from the Company specifying the date, time, and type of Service to be provided.
The Company reserves the right to decline or cancel any booking at its discretion, including where it believes that the Premises are unsuitable, access cannot be safely granted, or the requested work falls outside its usual Services.
4. Client Responsibilities
The Client must ensure that the Premises are safe for Operatives to work in and are accessible at the agreed time. This includes providing safe access, adequate lighting, and a hazard-free environment, as far as reasonably possible.
The Client agrees to provide accurate information about the Premises, including any known hazards or special conditions such as fragile items, delicate surfaces, security systems, or the presence of pets.
The Client is responsible for ensuring that any valuable, fragile, or irreplaceable items are safely stored or removed from areas in which Services will be carried out. The Company does not accept any responsibility for damage to items that have not been adequately secured or disclosed.
5. Access to the Premises
The Client must provide clear access to the Premises at the agreed time, either by being present in person or by making appropriate arrangements for keys or access codes to be provided. Any access arrangements must be agreed with the Company in advance.
If Operatives are unable to gain access to the Premises at the agreed time due to circumstances within the Clients control, the Company may charge a call-out or cancellation fee, as set out in the section on Cancellations and Rescheduling.
Where the Client provides keys or access devices, the Company will take reasonable care to ensure their safe handling. However, the Company accepts no liability for loss or damage resulting from access systems or keys that are defective, worn, or compromised prior to being provided to the Company.
6. Equipment and Materials
Unless otherwise agreed, the Company or its Operatives will provide the necessary cleaning materials and equipment required to perform the Services. Where the Client requests or supplies specific products or equipment, the Client is responsible for ensuring they are suitable and safe for use.
The Company is not liable for any damage or adverse effects arising from the use of products or equipment supplied or specified by the Client, including any allergic reactions, staining, or surface damage.
7. Pricing and Payments
The price for the Services will be quoted to the Client before the booking is confirmed. Prices may be based on an hourly rate, fixed fee, or other agreed pricing structure. All prices are provided in pounds sterling and may be subject to applicable taxes as required by law.
The Company reserves the right to adjust its prices from time to time. Any changes to pricing will not affect bookings already confirmed, except where the scope of work has changed or where significant misrepresentation of the Premises or required tasks has occurred.
Unless otherwise agreed, payment for one-off Services is due on the day the Services are provided, and payment for regular Services is due in accordance with the billing schedule communicated to the Client. The Company may require payment in advance or a deposit as a condition of confirming a booking.
Accepted payment methods will be communicated by the Company and may include electronic payment or other cashless methods. The Client agrees to ensure that full payment is made by the due date. The Company reserves the right to suspend or cancel Services if payment is overdue.
8. Late Payments
If the Client fails to make payment by the due date, the Company may charge interest on the overdue amount at a reasonable rate, from the due date until the date of actual payment. The Client may also be liable for any reasonable costs incurred by the Company in recovering overdue sums, including administration and debt recovery costs.
9. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing notice to the Company within the minimum notice period specified by the Company. If the Client cancels or reschedules with less than the minimum required notice, the Company may charge a cancellation fee, which may be up to the full cost of the scheduled Service.
If Operatives attend the Premises at the agreed time and are unable to gain access or commence work due to reasons within the Clients control, the visit may be treated as a late cancellation and charged accordingly.
The Company reserves the right to cancel or reschedule any booking due to circumstances beyond its control, including but not limited to staff illness, severe weather, safety concerns, or operational issues. In such cases, the Company will, where possible, offer an alternative appointment. The Company will not be liable for any loss or damage arising from such cancellations or rescheduling, beyond refunding any pre-paid amounts for Services not provided.
10. Service Quality and Complaints
The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably possible, and in any event within 24 hours of completion of the Service, providing clear details of the issue.
Where a complaint is justified, the Company may at its discretion offer to re-clean the affected area or provide a partial refund. Any such remedies are offered as a gesture of goodwill and are without prejudice to the Companys rights and limitations of liability under these Terms and Conditions.
11. Liability and Limitations
The Company will exercise reasonable care in selecting and managing its Operatives and in providing the Services. However, the Companys liability to the Client for any loss, damage, or claim arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited as follows.
The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of business, or loss of opportunity.
The Companys total liability for any direct loss or damage, whether arising in contract, tort, or otherwise, shall be limited to the total amount paid by the Client for the specific Service in relation to which the claim arises.
Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury resulting from its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under UK law.
12. Damage to Property and Items
The Client must notify the Company in writing of any alleged damage to property or items within 24 hours of the completion of the relevant Service and must provide reasonable evidence of the damage. The Company may require an opportunity to inspect the damage before any action or remedy is considered.
The Company is not responsible for normal wear and tear, pre-existing damage, or deterioration arising from the ordinary use or condition of the Premises or items at the time of the Service.
13. Waste Handling and Environmental Compliance
The Company will handle waste produced in the course of cleaning in accordance with UK waste regulations and any local requirements applicable to the area in which the Services are provided.
General household or office waste generated during the provision of Services will normally be placed in the Clients designated waste or recycling containers on the Premises. The Company does not provide off-site waste removal services unless specifically agreed and may not remove controlled, hazardous, or prohibited waste.
The Client is responsible for informing the Company of any hazardous materials or special waste present at the Premises. The Company reserves the right to refuse to handle or remove any substances that it reasonably believes may pose a risk to health, safety, or the environment, or that require specialist disposal in accordance with UK law.
The Client agrees not to request or require the Company or its Operatives to dispose of waste in any unlawful manner, including fly-tipping or improper segregation of recyclable and non-recyclable materials.
14. Health and Safety
The Company and its Operatives will follow reasonable health and safety practices while carrying out the Services. The Client agrees to cooperate with any reasonable health and safety precautions, including keeping children and pets away from areas where cleaning is being performed and where equipment or chemicals are in use.
The Company reserves the right to withdraw Operatives or suspend the Services if a situation arises at the Premises that the Company reasonably believes to pose a risk to health or safety.
15. Insurance
The Company maintains appropriate insurance cover in relation to its Services, as required by law and in line with industry practice. Details of insurance cover can be made available to the Client upon reasonable request.
The Client is responsible for maintaining appropriate insurance for their own property and contents at the Premises, including cover for accidental damage.
16. Data Protection and Privacy
The Company will process personal data provided by the Client for the purposes of arranging and providing Services, managing bookings and payments, and handling enquiries and complaints, in accordance with applicable UK data protection laws.
The Client is responsible for ensuring that any personal data of third parties provided to the Company in connection with the Services is provided lawfully.
17. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings. Where changes are made that materially affect ongoing regular Services, the Company will take reasonable steps to inform affected Clients.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, 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 or the Services, including any non-contractual disputes or claims.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
20. Entire Agreement
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 written or oral, relating to the subject matter.
By booking or using the Services of Twickenham Cleaners, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.