Terms And Conditions

Cleaner Ealing Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning and related services by Cleaner Ealing to its clients. By making a booking or using any service provided by Cleaner Ealing, 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 the individual, company or organisation requesting or receiving services from Cleaner Ealing.

Cleaner means any operative, contractor, employee or representative engaged by Cleaner Ealing to carry out the services.

Premises means the property, site or location where the services are to be carried out.

Services means cleaning and any related services provided by Cleaner Ealing as agreed with the Client.

Agreement means the contract between the Client and Cleaner Ealing formed in accordance with these Terms and Conditions.

2. Scope of Services

Cleaner Ealing provides domestic and commercial cleaning services and related tasks as described in quotations, service descriptions, or booking confirmations. The exact scope, frequency and duration of the Services will be agreed with the Client during the booking process.

Any additional tasks requested by the Client that are outside the agreed scope may be subject to additional charges and must be approved in advance by Cleaner Ealing. Cleaners are not authorised to alter the agreed scope of Services or pricing without prior approval from Cleaner Ealing management.

3. Booking Process

3.1 Bookings can be made by the Client through Cleaner Ealing's approved booking channels. By submitting a booking request, the Client confirms that the information provided is accurate and complete.

3.2 All bookings are subject to availability and confirmation by Cleaner Ealing. A booking is only deemed accepted and an Agreement formed when Cleaner Ealing issues a booking confirmation to the Client.

3.3 Cleaner Ealing reserves the right to refuse any booking at its sole discretion, including where the Premises are not suitable or safe for the provision of Services.

3.4 The Client must provide full access details for the Premises at the time of booking or within a reasonable time before the scheduled appointment. This includes information about keys, entry codes, parking arrangements and any specific instructions required for access.

3.5 If the Client fails to provide adequate access information and the Cleaner is unable to access the Premises, Cleaner Ealing may treat this as a late cancellation and charge in accordance with the cancellation terms set out below.

4. Client Obligations

4.1 The Client must ensure that the Premises are safe, secure and suitable for the provision of the Services. This includes notifying Cleaner Ealing in advance of any known risks, hazards or special circumstances at the Premises.

4.2 The Client is responsible for providing running water, electricity, lighting and reasonable working conditions throughout the appointment. If such facilities are not available, Cleaner Ealing may not be able to complete the Services and may charge a cancellation or call-out fee.

4.3 The Client agrees not to engage or solicit any Cleaner introduced by Cleaner Ealing to provide services directly or for any other arrangement outside Cleaner Ealing for the duration of the Agreement and for a period of six months after the last service date, unless agreed in writing with Cleaner Ealing.

4.4 The Client must secure or remove any valuable, fragile or sentimental items that could reasonably be at risk during the performance of the Services. Cleaner Ealing does not accept responsibility for items left unsecured in the Premises except in cases of proven negligence.

5. Pricing and Payments

5.1 The price for the Services will be set out in the quotation or booking confirmation provided to the Client. Prices may be based on an hourly rate, a flat fee, or a combination, as specified.

5.2 Cleaner Ealing reserves the right to amend its rates and pricing structure from time to time. Any such changes will not affect confirmed bookings unless agreed with the Client.

5.3 Unless otherwise specified, payment is due on or before the day the Services are provided. Cleaner Ealing may require full or partial payment in advance for one-off services, end of tenancy cleans, deep cleaning, commercial visits or high-value bookings.

5.4 Payment methods will be advised through Cleaner Ealing's approved channels. The Client is responsible for ensuring that payment is made in full and on time. If a payment is rejected, reversed or not received, Cleaner Ealing may suspend or cancel the Services.

5.5 Where Services are provided on a recurring basis, the Client authorises Cleaner Ealing to take recurring payments in line with the agreed schedule and rates, subject to any valid adjustments agreed in writing.

5.6 If payment is not received by the due date, Cleaner Ealing reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law and to recover any reasonable costs incurred in pursuing the debt.

6. Cancellations, Rescheduling and Access Issues

6.1 The Client may cancel or reschedule a booking by giving Cleaner Ealing reasonable notice, subject to any specific notice period communicated at the time of booking.

6.2 Cleaner Ealing may at its discretion charge a cancellation fee for any booking cancelled or rescheduled by the Client with less than the required notice period. The applicable notice period and charges will be communicated to the Client before or at the time of booking.

6.3 If a Cleaner attends the Premises at the agreed time but is unable to gain access, or if essential utilities are not available, this may be treated as a late cancellation and charged accordingly.

6.4 Cleaner Ealing reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, adverse weather, safety concerns, or events beyond its control. In such cases, Cleaner Ealing will use reasonable efforts to notify the Client and to arrange an alternative appointment. Cleaner Ealing will not be liable for any loss arising from such cancellation or rescheduling, other than refunding any pre-paid amounts for Services not delivered.

7. Service Standards and Complaints

7.1 Cleaner Ealing aims to provide Services with reasonable skill and care and in accordance with industry standards for professional cleaning services.

7.2 If the Client is dissatisfied with any aspect of the Services, they must notify Cleaner Ealing as soon as reasonably practicable and, in any event, within 48 hours of the service being carried out. Cleaner Ealing may request further details and evidence, such as photographs.

7.3 Subject to investigation and at its discretion, Cleaner Ealing may offer to re-attend the Premises to rectify any issues directly related to the standard of the Services. This will usually be offered as a re-clean of the affected areas rather than a refund.

7.4 Failure by the Client to report any concerns within the stated period may be treated as acceptance that the Services were provided satisfactorily.

8. Liability and Insurance

8.1 Cleaner Ealing will take reasonable care while providing the Services and holds appropriate insurance cover in respect of its business activities, subject to the terms and exclusions of the relevant policy.

8.2 Cleaner Ealing's total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort, negligence or otherwise, shall not exceed the total fees paid by the Client for the specific appointment during which the incident occurred, or any higher amount required by law.

8.3 Cleaner Ealing shall not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity suffered by the Client.

8.4 Cleaner Ealing is not responsible for any pre-existing damage, wear and tear, or deterioration of surfaces, materials or items within the Premises. Certain materials, finishes or items may be susceptible to damage from cleaning products or methods, and the Client must inform Cleaner Ealing in advance of any special care requirements.

8.5 Cleaner Ealing shall not be liable for any loss or damage arising from the Client's failure to provide accurate information, adequate instructions, safe working conditions, or proper access to the Premises.

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

9. Waste Handling and Environmental Regulations

9.1 Cleaner Ealing will comply with applicable UK regulations relating to waste, recycling and environmental protection in the course of providing the Services.

9.2 Unless explicitly included in the agreed scope of Services, Cleaner Ealing does not provide removal of large quantities of waste, hazardous waste, construction debris, clinical waste, or any materials that are regulated or require specialist handling or licences.

9.3 The Client is responsible for informing Cleaner Ealing in advance if any waste or materials at the Premises may be hazardous, contaminated or otherwise subject to special disposal requirements. Cleaner Ealing reserves the right to refuse to handle such items.

9.4 Standard household waste generated during the course of routine cleaning will be placed by the Cleaner in the appropriate bins or receptacles at the Premises, in line with any local household waste and recycling arrangements. The Client remains responsible for ensuring that bins are presented or collected in accordance with local waste collection rules.

9.5 Where the Services explicitly include removal of limited quantities of non-hazardous waste from the Premises, this will be carried out in accordance with the relevant UK waste regulations. Additional charges may apply for such services.

10. Health, Safety and Conduct

10.1 Cleaner Ealing is committed to maintaining safe working practices and expects Clients to support this commitment. Cleaners must not be exposed to unnecessary risks while on the Premises.

10.2 The Client must not request any Cleaner to undertake tasks that may be unsafe, illegal or outside the agreed scope of Services. Cleaners are authorised to refuse any such requests and to contact Cleaner Ealing management.

10.3 Cleaner Ealing operates a zero-tolerance policy towards harassment, abuse or discriminatory behaviour. If a Cleaner feels threatened, intimidated or unsafe, they may leave the Premises immediately and Cleaner Ealing may cancel the Agreement without liability.

11. Keys, Security and Privacy

11.1 If the Client provides keys, access cards or codes for the Premises, Cleaner Ealing will take reasonable steps to ensure that these are kept secure and used only for the purpose of providing the Services.

11.2 The Client is responsible for notifying Cleaner Ealing promptly of any changes to locks, access details or security systems that may affect entry to the Premises.

11.3 Cleaner Ealing respects the privacy of its Clients and will only use personal data in accordance with applicable data protection laws. Further details may be set out in Cleaner Ealing's privacy information.

12. Force Majeure

12.1 Cleaner Ealing shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, utility failures, pandemics, or acts of government.

12.2 In such circumstances, Cleaner Ealing may suspend the Services for the duration of the event or offer to reschedule the appointment. Any pre-paid amounts for Services not provided due to force majeure may be credited or refunded at Cleaner Ealing's discretion.

13. Variations to the Agreement

13.1 Cleaner Ealing may amend these Terms and Conditions from time to time. The updated version will apply to future bookings made after the date of the change.

13.2 Any variations to the specific scope, price or timing of the Services must be agreed expressly between Cleaner Ealing and the Client. Verbal arrangements with individual Cleaners are not binding unless confirmed by Cleaner Ealing.

14. Termination

14.1 For ongoing or recurring Services, either party may terminate the Agreement by giving the other party reasonable notice, subject to any minimum commitment period or specific notice terms agreed at the outset.

14.2 Cleaner Ealing may terminate the Agreement immediately, or suspend the Services, if the Client fails to pay sums due, breaches these Terms and Conditions, behaves abusively towards staff, or creates unsafe working conditions.

14.3 Termination shall not affect any rights or obligations accrued up to the date of termination, including the Client's obligation to pay for Services provided.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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 their subject matter or formation.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed amended to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.

16.2 No failure or delay by Cleaner Ealing in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

16.3 The Client may not assign or transfer any of their rights or obligations under the Agreement without the prior written consent of Cleaner Ealing. Cleaner Ealing may assign or transfer its rights and obligations to another organisation as part of a business transfer, restructuring or similar arrangement.

16.4 These Terms and Conditions, together with the booking confirmation and any agreed variations, constitute the entire agreement between Cleaner Ealing and the Client in relation to the Services and supersede any previous understandings or arrangements.

By proceeding with a booking or using Cleaner Ealing's services, the Client confirms that they have read, understood and agree to these Terms and Conditions.