Cleaner Greenwich Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Greenwich provides cleaning services to residential and commercial customers within its service area. By making a booking, using our services, or allowing our cleaners access to your premises, 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.

Company means Cleaner Greenwich, the provider of cleaning services.

Customer means the individual or organisation requesting or receiving services from the Company.

Services means any cleaning, housekeeping, end-of-tenancy, after-builders, deep cleaning, or related services provided by the Company.

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

Cleaner means any operative, contractor, or representative engaged by the Company to perform the Services.

Booking means a confirmed request for Services accepted by the Company.

2. Scope of Services

The Company provides general domestic and commercial cleaning and related services as described on its service descriptions communicated to the Customer at the time of booking. The exact scope of work for each Booking will be agreed in advance based on the type of service selected, the size and condition of the Premises, and any additional tasks requested by the Customer and confirmed by the Company.

The Company reserves the right to refuse any task that is unsafe, illegal, or outside the usual scope of cleaning services, including but not limited to moving very heavy items, cleaning areas with suspected hazardous materials, or tasks that may put the Cleaner at unreasonable risk.

3. Booking Process

3.1 Booking requests may be made online or through other methods made available by the Company from time to time. A Booking is only confirmed when the Company has accepted the request and communicated confirmation to the Customer.

3.2 The Customer is responsible for providing accurate information regarding the Premises, including property type, approximate size, number of rooms, and the current condition. Failure to provide accurate information may result in additional charges, extended cleaning time, or, in some circumstances, the cancellation of the Booking.

3.3 The Company may request photographs or additional information about the Premises to assess the expected scope of work. Any estimate or quote provided is based on the information supplied by the Customer and is subject to adjustment if that information proves inaccurate.

3.4 The Customer must ensure suitable access to the Premises at the agreed date and time. If the Cleaner cannot gain access or is turned away, this may be treated as a late cancellation and charges may apply in accordance with the cancellation terms set out in these conditions.

4. Pricing and Quotes

4.1 Prices for Services may be provided as hourly rates or fixed fees, depending on the type of service. The Company will inform the Customer of the applicable pricing structure before the Booking is confirmed.

4.2 Any quote provided before the commencement of the Services is an estimate based on the information available at the time. The Company reserves the right to revise the quote if the Premises are materially different from the description provided by the Customer, or if additional tasks are requested.

4.3 Where Services are charged by the hour, the minimum booking duration will be communicated to the Customer. Any additional time required to complete the requested work may be charged at the same hourly rate, subject to the Cleaner’s availability and the Customer’s agreement.

5. Payments

5.1 Payment terms will be confirmed at the time of booking and may include advance payment, payment on the day of service, or invoicing for commercial customers. The Company may require part or full payment in advance to secure the Booking.

5.2 Payment methods accepted will be communicated by the Company and may include card payments, bank transfers, or other cashless methods. The Company may choose not to accept cash payments for security and traceability reasons.

5.3 All prices are stated in pounds sterling and may be subject to applicable taxes as required by law. Any taxes payable will be clearly indicated in the quote or invoice.

5.4 If payment is not received in accordance with the agreed terms, the Company reserves the right to suspend or cancel future Services, apply late payment charges, and, where necessary, take steps to recover outstanding sums, including the use of debt recovery agents or legal proceedings.

6. Cancellations, Rescheduling and No-Show

6.1 The Customer may cancel or reschedule a Booking by providing notice within the timeframe specified by the Company, which will be communicated at the time of booking. Cancellations or rescheduling requests received within the permitted timeframe will not normally incur a fee.

6.2 If the Customer cancels or reschedules a Booking with insufficient notice, the Company may charge a cancellation fee. This fee is generally a percentage of the quoted service price or a minimum call-out fee, intended to cover the Cleaner’s lost time and administrative costs.

6.3 If the Cleaner attends the Premises at the agreed time and is unable to gain access, or the Customer fails to provide entry, this may be treated as a same-day cancellation and the full service fee or a substantial portion of it may be charged.

6.4 The Company will use reasonable efforts to honour confirmed Bookings, but reserves the right to cancel or reschedule in circumstances beyond its control, such as severe weather, illness, accidents, or operational issues. In such cases, the Company will offer an alternative appointment or a refund of any prepayments for the affected Booking.

7. Customer Obligations and Access

7.1 The Customer must ensure that the Premises are safe and accessible for the Cleaner. This includes providing keys, entry codes, parking information, and clear instructions where necessary.

7.2 The Customer must inform the Company of any known risks or hazards at the Premises, including loose fixtures, fragile items, alarm systems, pets, or areas that must not be entered or cleaned.

7.3 The Customer is responsible for securing valuables, personal documents, and sensitive items before the Cleaner arrives. While the Company takes care in the selection and supervision of its Cleaners, it cannot accept responsibility for loss of unsecured valuables.

7.4 The Customer must not directly employ or engage a Cleaner introduced by the Company to provide cleaning services privately, either during the engagement with the Company or for a specified period after its termination, if such restriction is stated in the Company’s non-solicitation policy provided to the Customer.

8. Quality of Service and Complaints

8.1 The Company aims to deliver Services with reasonable skill and care. If the Customer is dissatisfied with any aspect of the Service, the Customer should notify the Company as soon as possible, ideally within 24 hours of the service, providing clear details of the issue.

8.2 Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund, or another appropriate remedy. The Customer must allow the Company a reasonable opportunity to inspect and address any concerns.

8.3 Any claims relating to alleged damage or loss must be reported promptly, and in any event within a reasonable time after the Service, including supporting information such as photographs and a description of the circumstances.

9. Liability and Insurance

9.1 The Company maintains appropriate insurance cover in respect of its cleaning activities as required under applicable UK law and industry practice.

9.2 The Company’s liability for any loss or damage arising out of or in connection with the provision of the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repairing the damage, replacing the item, or the total charges paid or payable by the Customer for the specific Booking during which the incident occurred.

9.3 The Company will not be liable for normal wear and tear, pre-existing damage, deterioration resulting from poor maintenance, cheap or defective materials, or damage to items that are not suitable for cleaning with standard methods and products. This includes, by way of example, items with loose or non-fast colour, poorly fitted fixtures, or items that cannot withstand normal cleaning processes.

9.4 The Company shall not be liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity arising from or in connection with the Services.

9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability which cannot be excluded or limited under applicable law.

10. Cleaning Materials and Equipment

10.1 The Company may supply its own cleaning products and equipment, or may agree to use products and equipment provided by the Customer when explicitly requested. Any such agreement will be confirmed at the time of booking or before the Service commences.

10.2 Where the Customer requests the use of their own products or equipment, the Customer is responsible for ensuring that such products are suitable, safe, and in good working order. The Company will not be liable for any damage or inadequate results arising from the use of unsuitable or defective products or equipment supplied by the Customer.

11. Waste Handling and Environmental Regulations

11.1 The Company complies with applicable UK regulations relating to the handling and disposal of waste generated in the course of providing cleaning services.

11.2 The Company’s standard Services include the collection and bagging of general household or office waste within the Premises into appropriate containers or refuse sacks. Unless expressly agreed as part of a specific service, the Company does not remove waste from the Premises to external locations or off-site disposal facilities.

11.3 The Customer is responsible for providing appropriate internal bins and for arranging external waste collection or disposal services, such as council bin collections or authorised waste carriers, in accordance with local regulations.

11.4 The Company will not handle or dispose of hazardous, clinical, or specialist waste, including but not limited to sharps, medical waste, chemicals, asbestos, or materials that require a specific licence for removal. If such waste is discovered, the Cleaner may suspend work in the affected area and the Customer will be advised to contact an appropriate specialist service.

11.5 The Customer must not request the Cleaner to dispose of waste in any unlawful manner, including fly-tipping or depositing waste in locations not authorised for that purpose. The Company reserves the right to terminate the Service immediately if asked to act in breach of waste or environmental regulations.

12. Health, Safety and Conduct

12.1 The Company is committed to maintaining high standards of health and safety for both Customers and Cleaners. The Cleaner may refuse to carry out work that, in their reasonable opinion, poses an unacceptable risk to their health or safety.

12.2 The Customer must treat the Cleaner with respect and must not subject them to any form of abuse, harassment, discrimination, or unreasonable behaviour. The Company reserves the right to withdraw Services and terminate the relationship with any Customer who breaches this requirement.

12.3 If pets are present at the Premises, the Customer must ensure they are properly controlled and do not pose a risk to the Cleaner. The Company should be informed in advance of any pets and any relevant instructions provided.

13. Data Protection and Privacy

13.1 The Company will process personal data about Customers and, where applicable, their representatives in accordance with applicable UK data protection laws.

13.2 Personal data collected during the booking and service process will be used for managing the Customer relationship, providing the Services, processing payments, handling complaints, and complying with legal obligations.

13.3 The Company will take reasonable steps to protect personal data against unauthorised access, loss, or misuse and will not sell personal data to third parties. Data may be shared with service providers or agents where necessary for the performance of the Services or as required by law.

14. Changes to Services and Terms

14.1 The Company may update or modify these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated to the Customer and will apply to new Bookings and, where reasonable, to ongoing arrangements.

14.2 The Company may also amend its pricing, service descriptions, or operational procedures, subject to providing reasonable notice where such changes affect existing Bookings.

15. Termination

15.1 Either party may terminate an ongoing service arrangement by giving the period of notice agreed between the parties, or, where no period is specified, reasonable notice in the circumstances.

15.2 The Company may terminate the provision of Services immediately if the Customer commits a serious or persistent breach of these Terms and Conditions, including but not limited to non-payment, abusive behaviour, or requests to perform unlawful acts.

15.3 Termination does not affect any rights or obligations that have accrued prior to the date of termination, including the obligation to pay for Services already provided.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

17.2 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 right or remedy, and no single or partial exercise of any right or remedy shall prevent any further exercise of that right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior discussion, correspondence, or understanding.