Terms And Conditions

Cleaner Chelsea Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Chelsea provides cleaning and related services to domestic and commercial customers. 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 words have the meanings set out below:

Client means any individual, business, landlord, tenant, managing agent or other party who books or uses our services.

Company means Cleaner Chelsea, the provider of cleaning and related services.

Services means any cleaning, housekeeping, end of tenancy cleaning, after-builders cleaning, office cleaning, or any other related service supplied by the Company.

Cleaner means any person engaged by the Company to carry out the Services.

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

2. Scope of Services

The Company provides domestic and commercial cleaning services within its designated service areas. The specific scope of work for each booking, including whether the service is a regular clean, one-off clean, end of tenancy clean, or specialist clean, will be agreed at the time of booking based on the Client's requirements and the Company’s service descriptions.

The Company reserves the right to decline work that falls outside the scope of its usual services, that poses a risk to health and safety, or that contravenes applicable laws or regulations, including waste regulations and environmental standards.

3. Booking Process

Bookings may be made by the Client through the Company’s accepted booking channels. By placing a booking, the Client confirms that they have the authority to do so and that they are over 18 years of age.

When making a booking, the Client must provide accurate information about the Premises, the type of service required, the size of the property, and any particular requirements or access instructions. The Company will use this information to estimate the time, resources and price of the service. If the information provided is incomplete or inaccurate, the Company may adjust the quotation or refuse the booking.

A booking is considered provisional until it has been confirmed by the Company. Confirmation may include details such as the date and time of the appointment, the type of service, and any agreed charges. The Company will use reasonable endeavours to honour preferred dates and times but does not guarantee availability.

The Client is responsible for ensuring safe and reasonable access to the Premises at the agreed time. If the Cleaner is unable to gain access due to incorrect instructions, absence of keys or restricted entry, this may be treated as a late cancellation and charges may apply.

4. Pricing, Quotes and Estimates

Prices for our Services are provided based on the information supplied by the Client and may be quoted as hourly rates, fixed fees, or package prices. Unless otherwise stated, all prices are in pounds sterling and inclusive of basic cleaning materials and labour.

Any quote or estimate provided prior to an on-site inspection is an indicative guide only and is subject to change if the actual condition or size of the Premises, or the scope of the required work, differs from the information originally supplied by the Client.

The Company reserves the right to revise its prices and charges, including periodic adjustment of regular service rates to reflect changes in operating costs, legal requirements, or other relevant factors. Clients will be notified of any changes to regular service rates in advance where reasonably practicable.

5. Payments

Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, especially for one-off, end of tenancy, after-builders, or deep cleaning services. For regular services, payment may be taken on or after each visit, or in accordance with an agreed billing cycle.

Accepted methods of payment will be those notified by the Company from time to time. The Client is responsible for ensuring that payment details are valid and that sufficient funds are available. If payment is not received in accordance with the agreed terms, the Company may suspend or cancel Services and may charge interest on overdue amounts in line with applicable UK law.

Any additional services requested by the Client during a visit that were not included in the original booking may incur extra charges. The Cleaner will only proceed with additional chargeable work with the Client’s consent where possible.

6. Cancellations, Rescheduling and Access

The Client may cancel or reschedule a booking by giving the Company reasonable notice as specified in the Company’s current cancellation policy. If the Client cancels or reschedules with insufficient notice, a cancellation fee may apply, up to the full value of the booked service.

Where the Client fails to provide access to the Premises at the agreed time, or the Cleaner is unable to carry out the work due to incorrect or insufficient instructions, this may be treated as a late cancellation and subject to a cancellation fee.

The Company reserves the right to cancel or reschedule a booking where necessary due to circumstances beyond its control, such as staff illness, severe weather conditions, transport disruption, or other operational issues. In such cases, the Company will offer an alternative appointment at the earliest suitable time. The Company will not be liable for any indirect or consequential loss arising from such cancellations or rescheduling.

7. Client Obligations and Preparation

The Client is responsible for providing a safe working environment for the Cleaner, including ensuring that the Premises are secure, accessible and free from known hazards. The Client must inform the Company of any health and safety risks, security systems, alarms, or special access instructions in advance.

The Client should remove any items of significant value, important documents, fragile items, or personal belongings that may obstruct cleaning before the Cleaner’s arrival. Where the Client requests cleaning of delicate or high-value items, this must be expressly agreed with the Company in advance.

The Client agrees not to directly employ or engage any Cleaner introduced by the Company for private work, outside the Company’s services, during the term of service and for a reasonable period thereafter, unless otherwise agreed in writing with the Company.

8. Standards of Service and Complaints

The Company aims to provide services with reasonable care and skill, in accordance with industry standards and within the limits of the time and resources allocated to the booking. Due to the nature of cleaning, results may vary depending on the initial condition of the Premises, the materials and surfaces involved, and any pre-existing damage or staining.

If the Client is dissatisfied with any aspect of the Service, they should notify the Company as soon as possible, ideally within 24 hours of the service taking place. The Company will review the complaint and, where appropriate and reasonably practicable, may offer to re-attend to rectify specific issues. Any such rectification will be at the Company’s discretion and will take into account fair wear and tear and the condition of the Premises.

9. Damage, Liability and Insurance

The Company will use reasonable care when providing Services and will be responsible for any direct damage to the Client’s property caused by the negligence of the Company or its Cleaners, subject to the limitations set out in these Terms and Conditions.

The Company will not be liable for damage arising from inherent defects, faulty installation, poor condition or age of items or surfaces at the Premises, including but not limited to worn fabrics, loose tiles, flaking paint, or poorly secured fixtures. The Company is also not liable for damage caused by the use of products requested by the Client against the Company’s advice.

The Client must report any alleged damage as soon as reasonably practicable and provide supporting evidence where possible. The Company’s liability, whether in contract, tort or otherwise, will in all cases be limited to the value of the specific Service in connection with which the claim arises, or the amount recoverable under the Company’s relevant insurance policy, whichever is lower.

The Company does not exclude or limit its liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot legally be excluded or limited under UK law.

10. Waste Handling and Environmental Regulations

The Company will handle general non-hazardous waste generated in the normal course of cleaning, such as dust, packaging and typical household or office waste, in line with applicable waste regulations and reasonable environmental practices.

The Company does not handle hazardous, clinical, biological or regulated waste, including but not limited to sharps, medical waste, asbestos, chemical waste, or any materials that require specialist collection or disposal. If such items are present at the Premises, the Client must inform the Company in advance and arrange for appropriate specialist services. The Company reserves the right to refuse to handle or remove any items that it considers hazardous or outside its usual scope of work.

Where the Client requests removal of larger volumes of waste, bulky items, or any waste that may be subject to specific regulations, an additional charge may apply or the request may be declined. The Client is responsible for ensuring that any waste left for collection by local authorities or other services is prepared and stored in compliance with local waste and recycling requirements.

11. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety. Cleaners are instructed to follow relevant regulations, use products and equipment appropriately, and take reasonable precautions while working at the Premises.

The Client agrees not to request any tasks that may compromise health and safety, including the use of unsafe ladders or equipment, lifting of excessively heavy objects, or tasks involving hazardous materials. Cleaners may refuse to carry out work that they consider unsafe or outside the scope of the agreed service.

The Client must treat Cleaners with respect and must not subject them to any form of harassment, abuse, discrimination or unreasonable behaviour. The Company reserves the right to withdraw Services immediately if a Cleaner is subjected to inappropriate conduct.

12. Property Keys and Security

Where the Client provides keys or access devices to enable the Cleaner to access the Premises, the Company will take reasonable steps to ensure their safe handling. Keys will be coded or stored securely where practicable and will not be labelled with full address details.

The Company’s liability for loss of keys or security devices will be limited to the cost of a standard replacement key or device, unless otherwise required by law. The Client is responsible for informing the Company of any changes to locks, security codes or access procedures in good time before the next scheduled visit.

13. Data Protection and Confidentiality

The Company will process personal data provided by the Client in accordance with applicable UK data protection laws. This may include using contact details for booking management, invoicing, service improvement, and other legitimate business purposes.

The Company will take reasonable steps to keep Client information secure and confidential, and will not disclose personal data to third parties except where required for the provision of services, compliance with legal obligations, or with the Client’s consent.

14. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events or circumstances beyond its reasonable control. This may include, without limitation, severe weather, fire, flood, acts of government or regulatory authorities, epidemics, strikes, lockouts, transport disruption, or interruption of utilities.

15. Amendments to these Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or the Company’s operational needs. Any updated terms will apply to new bookings from the date of publication and, where appropriate, to ongoing services after reasonable notice has been given to the Client.

16. 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 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, their subject matter or formation.

17. Entire Agreement

These Terms and Conditions, together with any written confirmation or agreement issued by the Company in respect of a particular booking, constitute the entire agreement between the Client and the Company relating to the provision of Services. They supersede any prior agreements, understandings or representations, whether oral or written, relating to the same subject matter.

If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed and the remaining provisions shall remain in full force and effect.

By placing a booking with Cleaner Chelsea or by using our Services, the Client confirms that they have read, understood and agree to these Terms and Conditions.