Twickenham Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Cleaners provides cleaning and related services to residential and commercial clients. 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 have the meanings set out below:
Company means Twickenham Cleaners, the provider of cleaning and related services.
Client means any individual, household, business, or organisation that books or uses the services of the Company.
Services means any cleaning, housekeeping, end of tenancy cleaning, deep cleaning, one-off or regular cleaning, or related services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract formed between the Company and the Client for the provision of Services, comprising these Terms and Conditions and any confirmed booking details.
2. Scope of Services
The Company provides domestic and commercial cleaning and related services across its normal operating area. The precise scope of work for each visit will be agreed at the time of booking or as subsequently confirmed in writing by the Company.
Unless expressly stated otherwise, Services do not include lifting heavy furniture or appliances, specialised cleaning of items requiring a qualified technician, or work that falls outside standard cleaning activities. The Company reserves the right to refuse or discontinue any task that it reasonably believes may pose a risk to health and safety, may cause damage, or falls outside its normal service offering.
3. Booking Process
3.1 Bookings may be requested by the Client through the Companys approved booking channels, including online forms or other methods made available by the Company from time to time.
3.2 When making a booking, the Client must provide accurate information, including but not limited to the address of the Premises, type and size of the property, type of service required, preferred dates and times, and any special requirements.
3.3 All bookings are subject to availability and are not confirmed until the Client receives a confirmation from the Company. The Company may reject or amend a booking request at its discretion, including where the information provided by the Client is incomplete or inaccurate.
3.4 The Company reserves the right to amend the estimated duration and price of the Services if, upon arrival at the Premises, the actual condition or size of the Premises differs significantly from the description provided by the Client at the time of booking.
4. Access to the Premises
4.1 The Client is responsible for providing safe and timely access to the Premises at the agreed time. This may include arranging key collection or providing entry codes or other instructions necessary for the Companys operatives to enter the Premises.
4.2 If the Companys operatives are unable to obtain access to the Premises at the agreed time, waiting time charges or a call-out fee may apply, or the visit may be treated as a late cancellation in accordance with these Terms and Conditions.
4.3 The Client must ensure that the Premises are reasonably free of hazards and safe for operatives to work in. The Company may suspend or terminate the visit if it reasonably considers the environment unsafe.
5. Client Obligations
5.1 The Client agrees to provide, where applicable, running water, electricity, lighting, and access to necessary areas of the Premises to enable the Services to be carried out efficiently and safely.
5.2 The Client must inform the Company in advance of any fragile, valuable, or unusual items, or surfaces requiring specific cleaning products or methods. The Company will not be liable for damage resulting from failure to provide such information.
5.3 The Client must ensure that children, pets, and any other persons present do not interfere with the delivery of the Services and are kept clear of equipment and chemicals while the operatives are working.
6. Pricing and Quotations
6.1 Prices for Services are normally based on an hourly rate, a fixed price per service, or a combination, as specified at the time of booking.
6.2 Any quotations provided by the Company, whether verbally or in writing, are estimates based on the information supplied by the Client and are subject to revision if the information proves inaccurate or incomplete.
6.3 The Company reserves the right to adjust its prices periodically. Price changes will not affect confirmed bookings, except where the scope of work is amended by mutual agreement.
7. Payments
7.1 Payment terms will be communicated to the Client at the time of booking. The Company may require payment in advance, payment at the time of service, or payment within a specified period after service completion, depending on the type of service.
7.2 The Company accepts standard forms of payment as advised by the Company from time to time. Cash, if accepted, must be handed directly to an authorised representative of the Company.
7.3 Where payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to suspend or cancel further services until the outstanding balance is settled in full.
7.4 Any additional services requested by the Client on the day of the visit may result in supplementary charges, which must be paid in accordance with the Companys payment terms.
8. Cancellations and Rescheduling
8.1 The Client may cancel or reschedule a booking by giving the Company adequate notice, as specified by the Company at the time of booking or in subsequent communications.
8.2 If the Client cancels or reschedules a booking without providing the required minimum notice, the Company may charge a cancellation fee, which may be a fixed fee or a percentage of the booking value.
8.3 If the Company is unable to provide the Services on the agreed date and time due to circumstances beyond its reasonable control, it will offer to reschedule the appointment at a mutually convenient time. The Company will not be liable for any loss arising from such rescheduling.
8.4 Repeated cancellations or rescheduling by the Client may lead to the Company requiring advance payment or declining future bookings.
9. Service Quality and Complaints
9.1 The Company aims to deliver Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within a reasonable period after the service date.
9.2 The Company may request evidence of the issue, including photographs or a site visit, and will work with the Client to investigate the complaint. Where the complaint is justified, the Company may offer a re-clean of the affected area or another appropriate remedy at its discretion.
9.3 Complaints raised after a significant delay or after further third-party work has been carried out at the Premises may not be eligible for remedial action, as the Company may be unable to verify the cause of the issue.
10. Liability and Insurance
10.1 The Company will exercise reasonable care and skill in providing the Services and will maintain appropriate insurance cover in respect of its legal liabilities arising from the Services.
10.2 The Company will not be liable for any pre-existing damage, wear and tear, or defects at the Premises, nor for damage caused by the use of cleaning products on surfaces or items where the Client has failed to notify the Company of any special requirements or sensitivities.
10.3 The Companys total liability to the Client in respect of any loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the value of the relevant booking or the amount recoverable under the Companys relevant insurance policy, whichever is greater.
10.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the Services or these Terms and Conditions.
10.5 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot be limited or excluded under applicable law.
11. Damage and Breakages
11.1 The Client must report any alleged damage or breakage caused by the Companys operatives as soon as reasonably possible after the service, and in any event within a reasonable time frame, so the matter can be properly investigated.
11.2 Where damage is established and is attributable to the negligence of the Company or its operatives, the Company may, at its discretion, arrange repair, replacement, or financial compensation, taking into account the age, condition, and fair value of the item.
11.3 The Company shall not be responsible for damage to items which are inherently fragile, poorly secured, or not in a sound condition, including but not limited to loose or cracked items, unstable fixtures, or items that cannot be cleaned without risk of damage.
12. Waste Handling and Regulations
12.1 The Company will handle general household and light commercial waste arising directly from the cleaning activity in accordance with applicable UK waste regulations.
12.2 The Company is not a licensed carrier of hazardous or specialist waste. The Services do not include the collection, removal, or disposal of hazardous, clinical, construction, or bulky waste, unless expressly agreed in writing.
12.3 The Client is responsible for ensuring that any waste to be handled by the Company is suitable for normal disposal and does not contain hazardous substances, sharps, or prohibited items. The Company may decline to handle any waste it reasonably considers unsafe or non-compliant.
12.4 Where the Company agrees to remove waste from the Premises, it will take reasonable steps to ensure that disposal is carried out in accordance with relevant environmental and waste management laws.
13. Health, Safety, and Conduct
13.1 The Company is committed to maintaining high standards of health and safety. Its operatives are expected to follow appropriate procedures and to use cleaning products and equipment in a safe and responsible manner.
13.2 The Client must not request the Companys operatives to undertake any activity that could reasonably be considered unsafe or that falls outside the agreed scope of Services.
13.3 The Company operates a zero-tolerance policy towards abusive, discriminatory, or threatening behaviour. The Company may terminate a visit or cease providing Services altogether if its staff are subjected to such behaviour at the Premises.
14. Keys and Security
14.1 Where the Client provides keys or access codes to the Company, the Company will take reasonable measures to ensure they are stored and used securely.
14.2 The Company accepts no liability for loss or damage arising from keys or access codes being provided to third parties by the Client or others under the Clients control.
14.3 The Client is responsible for ensuring that valuables are safely secured. The Company does not accept responsibility for loss of cash, jewellery, or other high-value items left unsecured at the Premises.
15. Force Majeure
15.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to severe weather, transport disruption, industrial disputes, acts of government, or public health emergencies.
15.2 In such circumstances, the Company will use reasonable endeavours to notify the Client and to reschedule the Services at a mutually convenient time.
16. Privacy and Data Protection
16.1 The Company will handle personal data relating to the Client in accordance with applicable data protection laws in the UK.
16.2 Personal data will be used primarily for the purpose of managing bookings, providing Services, processing payments, and communicating with the Client. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary for the provision of Services, for legal or regulatory reasons, or with the Clients consent.
17. Amendments to these Terms
17.1 The Company may update or amend these Terms and Conditions from time to time. Any revised terms will be published by the Company or otherwise made available to the Client.
17.2 The version of the Terms and Conditions in force at the time of the Clients booking will apply to that booking, unless changes are required by law or regulation.
18. Governing Law and Jurisdiction
18.1 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.
18.2 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, subject to any mandatory provisions of applicable consumer protection laws that provide otherwise.
19. Entire Agreement
19.1 These Terms and Conditions, together with any specific terms agreed in writing at the time of booking, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior agreements, understandings, or arrangements, whether oral or written.
19.2 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
20. Contact and Communication
20.1 The Client must ensure that the Company has up-to-date contact details for the Client so that bookings, amendments, and important information regarding the Services can be communicated effectively.
20.2 Notices or important communications given under these Terms and Conditions may be provided by the Company through any reasonable method of communication made available to or agreed with the Client.
