Cleaner Camden Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Camden provides cleaning services to residential and commercial clients within its service area. By booking or using any of our services, 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 shall have the meanings set out below:

Client means any individual, company or organisation that requests or receives services from Cleaner Camden.

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

Service or Services means any cleaning or related service provided by the Company to the Client, whether one-off or on a recurring basis.

Service Area means the geographical areas within which Cleaner Camden operates and offers its services, as described in the Companys marketing materials from time to time.

Cleaner means any employee, worker, contractor or subcontractor engaged by the Company to carry out the Services.

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

2. Scope of Services

Cleaner Camden provides domestic and commercial cleaning services and related tasks as agreed at the time of Booking. The specific scope of work, frequency, and duration will be confirmed with the Client before the first visit. Any variations or additional tasks requested by the Client on the day of service are subject to the Companys agreement and may incur additional charges.

The Company reserves the right to decline any service request that falls outside its usual cleaning activities, is unsafe, or requires specialist training, certification or equipment that the Company does not hold or provide.

3. Booking Process

Bookings may be made through the Companys designated booking channels. By submitting a Booking request, the Client confirms that all information provided is accurate and complete, including address details, access arrangements and any specific requirements.

A Booking is only confirmed when the Company has accepted the request and communicated confirmation of the appointment details to the Client. The Company may refuse or cancel a Booking at its discretion, for example if the property is outside the Service Area, if the requested time is unavailable, or if previous payment issues exist.

The Client is responsible for ensuring access to the property at the agreed time. If the Cleaner is unable to gain access, waiting time and call-out charges may apply, or the Booking may be treated as a late cancellation.

4. Service Area

Cleaner Camden operates within defined parts of the United Kingdom, focusing on Camden and surrounding neighbourhoods. The Company may update or adjust its Service Area from time to time. Clients will be informed if their address falls outside the current Service Area at the time of enquiry or Booking.

Travel surcharges may apply for locations on the edge of, or just outside, the usual Service Area. Such charges will be communicated to the Client in advance wherever reasonably possible.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for the Cleaner, including adequate lighting, heating and access to water and electricity where required.

Inform the Company in advance of any hazards, risks, fragile items or areas that require special care or are not to be cleaned.

Ensure that the property is reasonably accessible and free from excessive clutter that would prevent the Cleaner from carrying out the Services.

Keep pets under control during the visit and disclose any known allergies or sensitivities that may affect the type of cleaning products used.

6. Company Obligations

The Company agrees to provide the Services with reasonable care and skill and in accordance with industry standards for cleaning services in the United Kingdom. Cleaners will attend the property as close as reasonably possible to the agreed appointment time, allowing for traffic and other unforeseen delays. If a significant delay is expected, the Company will use reasonable endeavours to notify the Client.

The Company may provide cleaning products and equipment or may agree to use products and equipment supplied by the Client. Where the Client requests the use of their own products or equipment, the Company accepts no responsibility for their performance or any damage arising from their use, except where caused by the Companys negligence.

7. Pricing and Payments

The price for the Services will be provided to the Client in advance of the Booking, either as a fixed fee or an estimate based on the information supplied by the Client. The Company reserves the right to adjust the price if the information provided is inaccurate or if the scope of work changes.

Unless otherwise agreed, payment is due on or before the date of service. The Company may accept payment by cashless methods such as card or bank transfer, or by other methods agreed in advance. The Client is responsible for ensuring that payment reaches the Company by the due date.

For ongoing or recurring services, the Company may require payment in advance or on a regular billing cycle. Failure to pay on time may result in suspension or cancellation of services and may incur late payment charges or interest as permitted by law.

8. Deposits and Minimum Charges

The Company may require a deposit for certain types of services, including but not limited to one-off deep cleans, end-of-tenancy cleans or large commercial contracts. Deposits are usually non-refundable if the Client cancels at short notice, as set out in the cancellation provisions below.

Minimum call-out times or minimum charges may apply, which will be communicated to the Client before confirming the Booking.

9. Cancellations and Rescheduling

The Client may cancel or reschedule a Booking by giving the Company adequate notice. Unless otherwise stated in writing, at least 24 hours notice before the scheduled start time is required for standard domestic visits, and at least 48 hours for larger or specialist services.

If the Client cancels or reschedules within the required notice period, any deposit may be transferred to a new appointment or refunded at the Companys discretion. If insufficient notice is given, the Company reserves the right to retain the deposit and/or charge a cancellation fee up to the full value of the planned service.

If the Cleaner is unable to gain access to the property at the agreed time due to reasons within the Clients control, this may be treated as a late cancellation and subject to the same charges.

The Company may cancel or reschedule a Booking due to operational reasons, staff illness, extreme weather, transport disruption or other events beyond its reasonable control. In such circumstances, the Company will seek to offer an alternative appointment. The Company will not be liable for any losses arising from such changes, beyond refunding any advance payment for the affected Booking.

10. Quality of Service and Complaints

The Company aims to deliver a high standard of cleaning on each visit. If the Client is dissatisfied with any aspect of the Service, they should notify the Company as soon as reasonably possible, and in any event within 24 hours of the service taking place.

Where a complaint is found to be justified, the Company may, at its discretion, offer to re-clean the affected area at no additional cost or provide an appropriate partial refund or credit. The Companys liability for quality-related issues is limited as set out in the liability section below.

11. Damage, Breakages and Liability

The Company will take reasonable care when providing the Services. However, the Client is requested to secure or remove valuable, fragile or irreplaceable items prior to the appointment. The Company will not be responsible for normal wear and tear or for pre-existing damage, defects or staining that cannot be removed by standard cleaning methods.

If damage or breakage occurs and is reasonably attributed to the Cleaner, the Client must report this to the Company as soon as possible and within 24 hours of the service. The Company may request evidence, including photographs, and reserves the right to inspect the damage.

Where liability is accepted, the Company may choose to repair the item, replace it on a like-for-like basis, or make a reasonable financial contribution, taking into account age, condition and market value. The Companys total liability for any single incident or series of related incidents shall not exceed the total fees paid by the Client for the relevant service or the amount recoverable under the Companys insurance, whichever is greater.

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

12. Waste Handling and Environmental Regulations

The Company complies with applicable UK waste and environmental regulations relevant to cleaning operations and waste disposal. Standard domestic waste, such as vacuumed dust and packaging from cleaning products, will be disposed of appropriately as part of the Service.

The Client is responsible for informing the Company of any hazardous or regulated waste present at the property, including but not limited to medical waste, sharp objects, chemicals, solvents or asbestos. The Company is not licensed to handle or dispose of certain hazardous materials and may refuse to deal with any waste that falls outside its permitted scope.

Where special waste disposal is required by law, the Client must arrange for a properly licensed waste carrier or disposal service. The Company will not accept responsibility or liability for any breach of waste regulations arising from the Clients failure to identify or disclose hazardous materials.

The Company encourages environmentally responsible practices and may use eco-friendly products where practicable. However, specific environmental or product requests should be discussed and agreed with the Company prior to the Booking.

13. Access, Keys and Security

If the Client provides keys or access codes to the Company, these will be handled with reasonable care. Keys will be clearly labelled in a way that does not identify the full address, and will be stored securely when not in use.

The Client is responsible for ensuring that locks and security systems are in good working order. The Company is not liable for any loss arising from faulty locks, alarms or security devices beyond its reasonable control. If an alarm code is provided, the Client should ensure that it is up to date and that the Cleaner has clear instructions for setting and unsetting the system.

14. Health and Safety

The Company is committed to maintaining high health and safety standards. Cleaners must not be asked to undertake tasks that may compromise their safety, such as climbing on unstable surfaces, using unsafe ladders, or handling materials they are not trained or equipped to manage.

If the Cleaner considers a situation unsafe, they may decline to perform the relevant task and will inform the Client and the Company accordingly. The Company will not be liable for incomplete work in such circumstances, and any alternative arrangements must be agreed between the Client and the Company.

15. Insurance

The Company maintains insurance cover appropriate for the nature of its services, including public liability insurance. Insurance details may be made available to the Client on reasonable request. The Clients own contents and buildings insurance policies remain the primary protection for the Clients property.

16. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events or circumstances beyond its reasonable control. These may include, but are not limited to, acts of God, severe weather, public health emergencies, industrial disputes, transport disruptions, or actions of government authorities.

17. Personal Data and Privacy

The Company will collect and use certain personal data about Clients for the purpose of managing bookings, delivering services, processing payments and handling enquiries. All personal data will be handled in accordance with applicable UK data protection laws and the Companys privacy practices.

The Client is responsible for ensuring that the contact details provided are accurate and up to date so that the Company can communicate effectively about bookings and services.

18. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practices, or the Companys services. The latest version will apply to all new Bookings. For ongoing or recurring services, the Company will notify Clients 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 with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

Both the Company and the Client agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the Services provided.

20. Entire Agreement

These Terms and Conditions, together with any written service description or quotation provided to the Client, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, representations or agreements, whether oral or written.

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be treated as modified to the minimum extent necessary to make it valid, lawful and enforceable. The remaining provisions shall continue in full force and effect.