Cleaner Shepherd's Bush Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Shepherd's Bush provides cleaning services to customers. By booking or using any cleaning service, you agree to be bound by these Terms and Conditions. If you do not agree, you should not proceed with a booking.

These terms are intended to govern the contractual relationship between Cleaner Shepherd's Bush and individual or business customers who request domestic or commercial cleaning services within the service area.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual or business that requests or receives cleaning services from Cleaner Shepherd's Bush.

Company means Cleaner Shepherd's Bush, the cleaning service provider.

Services means any cleaning or related services offered by the Company, whether one-off, end of tenancy, deep cleaning, regular cleaning, or other agreed services.

Booking means a confirmed request by the Customer for the Company to provide Services at a specified property, date, and time.

Cleaner means any person engaged by the Company to perform the Services.

Scope of Services

The Company provides professional cleaning services as agreed with the Customer during the booking process. The exact scope of Services, including areas to be cleaned, type of cleaning, and any additional tasks, will be confirmed at the time of booking.

Unless specifically agreed in writing, the Services do not include tasks such as childminding, pet care, lifting of heavy furniture, or any work at height beyond the safe reach of standard household equipment.

The Company reserves the right to decline or discontinue Services where conditions are unsafe, unsanitary beyond normal expectations, or where the Customer's instructions may place the Cleaner at risk of injury or breach applicable regulations.

Booking Process

Customers may request a booking by contacting the Company and providing accurate information about the property, the required Services, preferred dates, and any particular requirements.

All bookings are subject to availability. The Company will confirm a booking only once the date, time, location, and scope of Services have been agreed with the Customer, and any required deposit or card details have been provided in accordance with the payment terms.

It is the Customer's responsibility to ensure that access to the property is available at the agreed time. This may include providing the correct keys, access codes, or instructions for security personnel or concierge services.

The Customer must notify the Company of any special instructions relevant to the property, including alarm systems, restricted areas, fragile items, or fixtures requiring particular care. The Company is not responsible for issues arising from omitted or inaccurate information.

Customer Obligations

The Customer must ensure that running water, electricity, and adequate lighting are available at the property for the duration of the Services, unless specifically agreed otherwise.

The Customer should ensure that the property is generally tidy and that items not intended to be cleaned or moved are stored safely. The Company is not responsible for sorting or organising personal items unless this forms part of the agreed Services.

The Customer agrees not to instruct Cleaners to perform tasks that fall outside the agreed Services or that may be unsafe or contrary to these Terms and Conditions. Any variation to the agreed Services must be arranged with the Company, not directly with the Cleaner.

The Customer must not directly employ or engage any Cleaner introduced by the Company for private work outside of the Company arrangement during the term of the relationship and for a period of twelve months thereafter, without the Company’s prior written consent.

Fees and Payments

The fees for the Services will be confirmed to the Customer during the booking process. Pricing may be based on an hourly rate, a fixed fee per visit, or a service-specific quotation such as for end of tenancy or deep cleaning.

The Company reserves the right to adjust fees where the actual condition or size of the property differs significantly from the information provided at booking, or where additional time or tasks are required to deliver the Services to a reasonable standard.

Unless otherwise stated, all fees are payable in the currency applicable in the service area and may be subject to applicable taxes or charges. Any such amounts will be communicated to the Customer.

Payment may be required in advance, on the day of service, or by invoice, depending on the type of Service and the Customer’s agreed terms. The Company may request a deposit or card details to secure a booking. Any balance will be due in accordance with the payment instructions provided.

If payment is not received by the due date, the Company may charge reasonable late payment fees or interest and may suspend further Services until outstanding amounts are settled in full.

Cancellations and Amendments

The Customer may cancel or amend a booking by providing notice to the Company. Notice periods and any applicable charges will depend on the type of Service.

For standard domestic or regular cleaning visits, the Company generally requires at least 24 hours’ notice for cancellation or rescheduling. Where less than 24 hours’ notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full amount of the booked Service.

For one-off, deep cleaning, or end of tenancy Services, the Company may require a longer notice period. The applicable notice period and any non-refundable deposit or charge will be communicated to the Customer at the time of booking.

If the Cleaner is unable to access the property at the agreed time due to missing keys, incorrect access details, or other reasons beyond the Company’s control, this may be treated as a late cancellation, and a fee may be charged.

The Company will use reasonable endeavours to accommodate Customer requests to amend bookings or adjust the scope of Services, but such changes remain subject to availability and may result in revised fees.

Attendance and Timekeeping

The Company aims to attend at the property within the agreed time window. However, arrival times may vary due to traffic, weather, or other circumstances beyond the Company’s control. The Customer will be notified of significant delays where reasonably possible.

If the Cleaner is unable to attend due to illness, emergency, or other unforeseen events, the Company will seek to rearrange the booking or provide a replacement Cleaner where possible. The Customer will not be charged for Services that are not delivered due to non-attendance by the Company or its Cleaners.

Quality of Service and Complaints

The Company aims to provide Services with reasonable care, skill, and consistency. If the Customer is dissatisfied with any aspect of the Service, they should notify the Company as soon as reasonably practicable, ideally within 24 hours of the Service.

The Company may request photographs, descriptions, or an opportunity to inspect the property to assess the issue. Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected area or an appropriate partial refund.

The Customer’s right to any remedy may be affected if the property has been occupied, altered, or further cleaned by another party after the Company’s visit and before the issue is reported or inspected.

Customer Property and Access

The Customer is responsible for the safe custody of keys or access devices. If the Company holds keys or access details on behalf of the Customer, these will be stored and used with appropriate care.

In the event of lost keys or access devices while in the possession of the Company, the Company’s liability will be limited to the reasonable cost of key or device replacement and, where necessary, lock replacement, subject to the liability limitations set out in these Terms and Conditions.

The Customer should remove or securely store cash, jewellery, valuables, and important documents before the Service. The Company will not be liable for loss of cash or valuables unless there is clear evidence of fault by the Company and such items have been properly disclosed and documented in advance.

Liability and Insurance

The Company will take reasonable care when providing the Services and will maintain appropriate insurance cover in line with industry practice.

The Company’s total liability to the Customer in respect of any loss, damage, or claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the direct cost of repair or replacement of the damaged item or the total fees paid by the Customer for the specific Service during which the incident occurred.

The Company will not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, or loss of enjoyment, nor for normal wear and tear, pre-existing damage, or defects in materials, fixtures, or equipment at the property.

The Company is not responsible for damage resulting from the use of Customer-supplied cleaning products or equipment, nor for damage where the Customer has instructed the use of particular products or methods contrary to manufacturer recommendations.

Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited or excluded.

Health, Safety, and Waste Regulations

The Company will perform the Services in accordance with applicable health and safety requirements. Cleaners are instructed to use products and methods suitable for normal domestic or commercial cleaning unless the Customer provides specific products.

The Customer must inform the Company of any hazards at the property, including structural defects, exposed wiring, broken glass, or the presence of hazardous substances. The Company reserves the right to suspend or terminate the Services if conditions are considered unsafe.

The Company will not handle or remove hazardous, clinical, or regulated waste, including needles, medical waste, chemical waste, or any materials classified as hazardous under applicable regulations. Such items remain the responsibility of the Customer and must be disposed of in accordance with local waste regulations.

General household waste will be bagged and placed in the appropriate bins or collection areas at the property, where requested and feasible. The Company is not responsible for arranging external waste collection or disposal services unless expressly agreed as an additional service.

Use of Customer Supplies and Equipment

Where the Company uses cleaning products or equipment supplied by the Customer, the Customer is responsible for ensuring these are appropriate, functioning, and safe to use. The Company is not liable for any damage or loss arising from defective or unsuitable Customer-supplied products or equipment.

Where the Company provides its own products and equipment, it will ensure these are maintained in good working order and used in accordance with manufacturer instructions and relevant safety guidelines.

Force Majeure

The Company shall not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events or circumstances beyond its reasonable control. These may include extreme weather, public transport or infrastructure disruption, strikes, lock-outs, epidemics, or acts of government.

Where a force majeure event occurs, the Company will notify the Customer as soon as reasonably practicable and will make reasonable efforts to reschedule the Services once the event has passed.

Termination of Services

Either party may terminate ongoing regular Services by providing reasonable notice in accordance with the agreed schedule or any specific terms provided at the time of booking.

The Company may terminate the provision of Services immediately where the Customer is in material breach of these Terms and Conditions, including non-payment, abusive behaviour towards staff, unsafe conditions, or persistent cancellations.

On termination, the Customer remains liable for all Services provided up to and including the termination date and for any applicable cancellation fees in respect of future bookings that are no longer required.

Privacy and Data

The Company may collect and store Customer information necessary to arrange and deliver the Services, including contact details, property addresses, and service history. Such information will be handled with appropriate care and used only for legitimate business purposes, including booking management, payment processing, and service improvement.

The Company will not sell Customer personal data to third parties. Any sharing of data with third parties, such as payment processors, will be limited to what is necessary to deliver the Services and comply with legal obligations.

Changes to These 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 and to ongoing Services after the Customer has been notified of the changes or has continued to use the Services.

Customers are encouraged to review the Terms and Conditions periodically to ensure they understand their rights and obligations.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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 provision of the Services.

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 severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

Entire Agreement

These Terms and Conditions, together with any written service confirmation or quotation provided by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services. They supersede any prior understandings, statements, or agreements, whether written or oral, relating to the subject matter of the Services.

By making a booking with Cleaner Shepherd's Bush, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.