Cleaners Bromley Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Bromley provides cleaning services to residential and commercial customers in 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:
Client or you means the individual, company, or organisation requesting cleaning services from Cleaners Bromley.
Company, we or us means Cleaners Bromley, the provider of the cleaning services.
Services means any cleaning service provided by the Company to the Client, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, commercial cleaning, and related services.
Premises means the property or properties at which the Services are to be carried out.
Cleaner means any employee, subcontractor, or representative engaged by the Company to carry out the Services.
2. Scope of Services
The scope of the Services will be agreed at the time of booking, based on the Client’s requirements and the type of property. The Company will provide the Services with reasonable skill and care, in accordance with industry standards for cleaning services.
Unless otherwise agreed in writing, the Services do not include the removal of hazardous substances, specialist cleaning of high-risk areas, exterior window cleaning above safe reach, or any work that requires specialist qualifications or equipment not normally supplied by the Company.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted booking methods. When requesting a booking, the Client must provide accurate information about the Premises, type of property, size, condition, access arrangements, and any specific requirements.
All bookings are subject to availability and are not confirmed until the Company has issued a booking confirmation. The Company reserves the right to refuse or decline a booking at its discretion, including where the Premises are not reasonably accessible or safe for the Cleaner.
The Client must inform the Company at the time of booking of any particular priorities, areas that should not be cleaned, or special instructions. The Company will use reasonable efforts to follow such instructions, but cannot guarantee that every item on any checklist will be completed if the allocated time is not sufficient due to the condition or size of the Premises.
4. Access to the Premises
The Client is responsible for ensuring that the Cleaner has safe and reasonable access to the Premises at the agreed date and time. This includes providing accurate keys, key codes, or access information where required.
If the Cleaner is unable to gain access to the Premises, or access is delayed by more than 20 minutes beyond the scheduled start time due to the Client or another person under the Client’s control, the Company may treat the booking as a late cancellation and charge a cancellation fee in accordance with these Terms and Conditions.
The Client agrees to provide a safe working environment, including adequate lighting, running water, and electricity, and to ensure that any alarms or security systems are disarmed or set to allow access during the booking time.
5. Client Obligations
The Client agrees to:
Provide accurate and complete information during the booking process.
Ensure that the Premises are reasonably tidy and accessible so that the Cleaner can perform the Services effectively.
Secure or remove any valuables and personal items that the Client does not wish the Cleaner to handle.
Notify the Company of any health and safety risks present at the Premises, including but not limited to structural issues, broken fixtures, dangerous pets, or exposure to hazardous substances.
Comply with waste regulations and any instructions provided by the Company regarding waste segregation and disposal.
6. Equipment and Cleaning Materials
Unless otherwise agreed, the Company will provide its own cleaning products and basic equipment necessary to carry out the Services. If the Client requests the use of their own products or equipment, this must be agreed in advance, and the Client is responsible for ensuring such items are safe, fit for purpose, and available for use.
The Company will not be liable for any damage or unsatisfactory results where the Client has insisted on the use of specific cleaning products or equipment that are not recommended by the Company.
7. Pricing and Payments
The price for the Services will be communicated to the Client at the time of booking, based on the information provided. Prices may be quoted as hourly rates or fixed fees, depending on the type of service requested.
The Company reserves the right to adjust the quoted price if the information provided by the Client is incomplete or inaccurate, or if the actual condition, size, or layout of the Premises differs materially from what was described at the time of booking.
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due either in advance of the Service or on the day the Service is provided. The Company may accept a range of payment methods, and the Client is responsible for ensuring cleared funds are available by the due date.
Where the Client fails to pay by the due date, the Company reserves the right to apply reasonable administrative or late payment charges, suspend future Services, or take steps to recover outstanding sums.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing notice in accordance with this section. The specific notice period and any applicable fees will be communicated to the Client at the time of booking and may vary depending on the type of Service and booking length.
As a general rule, cancellations or rescheduling made with less than 24 hours’ notice may incur a cancellation fee of up to the full value of the booking. This is to cover the Cleaner’s reserved time and any administrative costs incurred by the Company.
If the Cleaner is unable to attend due to sickness, emergency, severe weather, or other circumstances beyond the Company’s reasonable control, the Company will, where possible, offer an alternative appointment or replacement Cleaner. In such cases, no cancellation fee will be charged to the Client.
The Company reserves the right to cancel or terminate a booking or ongoing service arrangement where the Client breaches these Terms and Conditions, fails to pay on time, behaves in an abusive or threatening manner towards the Cleaner or Company staff, or where the Premises present an unacceptable risk to health and safety.
9. Changes to Booked Services
If the Client wishes to change the scope or duration of a booked Service, this must be agreed with the Company in advance. The Company will use reasonable efforts to accommodate such changes, subject to availability and any necessary increase in charges.
Where the Client requests additional tasks or an extension of time on the day of the Service, the Cleaner will do their best to comply, but any such changes are subject to the Cleaner’s schedule and may incur additional charges.
10. Quality and Complaints
The Company aims to deliver Services to a high standard. If the Client 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 taking place.
The Client should provide clear details of the issue, including the area or item affected. The Company may request photographs or further information to assess the complaint. Where the complaint is justified, the Company may, at its discretion, offer to re-clean the affected area or provide a reasonable partial refund.
Complaints raised later than a reasonable period after the Service, or where the Premises have been used or occupied extensively in the interim, may be harder to assess, and the Company may be unable to offer a remedy.
11. Liability and Limitations
The Company will exercise reasonable skill and care in providing the Services. However, the Company’s liability to the Client for any loss, damage, or claim arising out of or in connection with the Services shall be limited as set out in this section.
The Company will not be liable for normal wear and tear, pre-existing damage, defects, or deterioration of surfaces, fabrics, or items that may become apparent during or after cleaning. The Company will not be responsible for damage caused by poor installation, improper assembly, inadequate maintenance, or the use of unsuitable cleaning products by third parties.
The Company’s total liability for any single event or series of related events shall not exceed the value of the booking during which the incident occurred. The Company does not exclude or limit liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded under applicable law.
The Company will not be liable for any indirect, consequential, or economic loss, including loss of goodwill, loss of business, or loss of profit. The Client is responsible for securing valuables and fragile items and for informing the Company of any particularly delicate surfaces, items of high value, or areas requiring special care.
12. Keys and Security
Where the Client provides keys to the Company to facilitate access to the Premises, the Company will take reasonable care to keep such keys safe and secure. Keys will be coded or stored in a manner that minimises the risk of identification with the Premises.
The Company will not be liable for loss or damage arising from keys being lost or stolen, except where such loss or theft is due to the Company’s negligence. In such circumstances, the Company’s liability will be limited to the reasonable cost of key replacement or lock change, up to a maximum amount as specified by the Company from time to time.
13. Waste Handling and Regulations
The Client agrees to comply with applicable waste regulations and to follow any instructions provided by the Company regarding waste segregation, recycling, and disposal.
Unless explicitly agreed as part of the Service, the Company does not collect or transport large volumes of waste, bulky items, construction debris, hazardous material, clinical waste, or any other waste that requires specialist handling or licensed disposal. The Cleaner may, as part of the Service, place routine household waste and recycling into the appropriate bins or receptacles at the Premises.
The Company reserves the right to refuse to handle or dispose of any waste that it reasonably believes to be hazardous, contaminated, or in breach of applicable waste disposal laws or regulations. The Client is responsible for arranging licensed collection and disposal of such waste through appropriate providers.
14. Insurance
The Company maintains insurance cover appropriate for a cleaning service provider. Details of the relevant policies may be provided to the Client upon request. The Client is responsible for maintaining their own buildings and contents insurance for the Premises.
Any claim relating to damage or loss must be reported to the Company as soon as reasonably practicable and within a reasonable period of the Service taking place. The Company may require access to the Premises to inspect the alleged damage and may request supporting evidence, such as photographs or proof of purchase.
15. Health and Safety
The Company is committed to maintaining high standards of health and safety for both Clients and Cleaners. The Client agrees to support this by providing a safe and suitable environment in which the Services can be carried out.
The Cleaner is entitled to refuse or suspend work where they reasonably believe that continuing would present a risk to their health or safety, including but not limited to aggressive behaviour, presence of hazardous substances, severe infestation, or unsafe structural conditions. In such cases, the Company may treat the booking as cancelled by the Client and apply the relevant cancellation terms.
16. Data Protection and Privacy
The Company collects and processes personal data about Clients only to the extent necessary to provide and manage the Services, handle bookings, process payments, and deal with enquiries and complaints.
The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where required for the performance of the Services, for administrative purposes, or where required by law.
17. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather conditions, transport disruption, power or utility failures, strikes, pandemics, or acts of government.
Where a force majeure event occurs, the Company will use reasonable efforts to notify the Client as soon as possible and to rearrange the Service at a mutually convenient time.
18. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s operations. The latest version will apply to all new bookings from the date it is made available. For ongoing service arrangements, the Company will notify the Client of material changes where reasonably practicable.
19. 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 or the Services.
20. 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.
21. Entire Agreement
These Terms and Conditions, together with any written confirmation of booking and any service-specific terms notified to the Client, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence, or understandings.
By placing a booking or using the Services, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
