Streatham Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Streatham Cleaners provides domestic and commercial cleaning services within its designated service areas in the United Kingdom. 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.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means any individual, business, or organisation that books or receives cleaning services from Streatham Cleaners.
Company, we, us, or our means Streatham Cleaners.
Services means the cleaning services provided by the Company, including but not limited to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, office cleaning, and related services as agreed in advance.
Cleaner means an individual engaged by the Company to perform the Services at the Client premises.
Premises means the residential or commercial property where the Services are to be provided.
2. Scope of Services
The Company will provide cleaning Services as described at the time of booking and confirmed in the booking confirmation. The exact scope of work, including the type of cleaning, areas to be cleaned, approximate duration, and any additional tasks requested, will be agreed prior to commencement of the Services.
Unless expressly agreed in writing, the Services do not include the removal of hazardous materials, specialist cleaning such as exterior window cleaning at height, professional carpet restoration, or any tasks that pose a health and safety risk to the Cleaner.
The Company reserves the right to decline or discontinue Services where the Premises are unsafe, excessively cluttered, or contain prohibited materials or substances.
3. Booking Process
Clients may request a booking by telephone or through the Company online booking channels, subject to availability in the relevant service area. All bookings are subject to confirmation by the Company.
At the time of booking, the Client must provide accurate information, including the full address of the Premises, type of property, approximate size, required service type, preferred dates and times, and any specific access instructions. The Client is responsible for ensuring that the information supplied is correct and up to date.
The Company will provide an estimated price based on the information provided by the Client. This estimate may be revised if, upon arrival, the Premises condition, size, or requirements differ materially from those described at the time of booking.
A booking is considered confirmed when the Company has accepted the booking request and, where applicable, any required deposit or card authorisation has been successfully processed. The Company may refuse or cancel a booking at its discretion, for example where the Client has outstanding unpaid charges or where the Premises are outside the operational service area.
4. Access to the Premises
The Client must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed date and time. This may involve arranging for someone to be present to grant access or providing a key or access code in advance.
If access cannot be obtained or is delayed by more than 20 minutes beyond the scheduled start time due to the Client, the Company may treat this as a late cancellation and apply the relevant fee in accordance with the cancellation policy.
Where keys are provided, the Company will take reasonable care to safeguard them. Keys will be labelled in a manner that does not directly identify the Premises address. The Company is not liable for pre-existing security issues or for losses arising from keys or codes that are also known to third parties outside of the Company.
5. Client Obligations
The Client agrees to provide a safe working environment for the Cleaner, including access to running water, electricity, and adequate lighting. The Client must inform the Company of any potential risks at the Premises, such as faulty equipment, trip hazards, or delicate surfaces.
The Client must ensure that the Premises are generally tidy and that personal items, valuables, important documents, and fragile items are stored safely to avoid accidental damage.
Where the Client supplies cleaning products or equipment, the Client is responsible for ensuring that such items are safe and suitable for use. The Company is not responsible for damage arising from defective equipment or unsuitable cleaning agents provided by the Client.
6. Payments and Charges
Service fees are payable in accordance with the rates quoted at the time of booking or as subsequently notified to the Client. All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as stated by the Company at the time of booking.
Payment may be required in advance, on the day of service, or on account, depending on the arrangement agreed between the Client and the Company. Accepted payment methods will be explained at the point of booking and may include card payments or bank transfer.
For ongoing or regular services, the Company may issue invoices on a regular billing cycle. Payment terms will be specified on the invoice. Late payments may incur interest at the statutory rate allowed under UK law, as well as reasonable administration charges for chasing overdue amounts.
The Company reserves the right to suspend or cancel Services where payment is overdue or repeatedly late. The Client remains liable for all Services already performed and any cancellation charges that apply.
7. Cancellations and Amendments
The Client may cancel or amend a booking by providing notice to the Company. To avoid cancellation charges, the Client must usually provide at least 24 hours notice before the scheduled start time for one-off or ad hoc bookings, and at least 48 hours notice for large or specialist jobs, unless otherwise specified at the time of booking.
If sufficient notice is not provided, the Company may charge a late cancellation fee up to the full value of the booked Service. This is to cover the Cleaner time, travel arrangements, and loss of other booking opportunities.
Where the Company needs to cancel or amend a booking, it will provide as much notice as reasonably possible and offer an alternative appointment time. The Company will not be liable for any indirect loss, loss of income, or other consequential damages arising from such cancellations or changes, but any pre-paid amounts for cancelled Services will be refunded or credited.
8. Quality of Service and Complaints
The Company aims to provide a high standard of cleaning Services. If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as practicable, and in any event within 24 hours of the Service being carried out.
Where a complaint is justified and reported within a reasonable time frame, the Company may, at its discretion, offer a re-clean of the affected areas at no additional cost or provide a partial refund or credit towards future Services. This will be the Client sole and exclusive remedy for any issues relating to the quality of the Services.
The Company is not obliged to respond to complaints made after a significant delay or where the condition of the Premises has materially changed since the Service was provided.
9. Liability and Insurance
The Company holds appropriate public liability insurance and employers liability insurance in line with UK regulations. A copy of insurance details can be made available upon reasonable request.
The Company will take reasonable care when providing the Services. However, the Company total liability for any loss or damage arising from the Services, whether in contract, tort, or otherwise, shall not exceed the total fees paid by the Client for the specific Service during which the incident occurred.
The Company will not be liable for:
Any pre-existing damage, wear and tear, or defects in the Premises, fixtures, fittings, furniture, or personal property.
Damage resulting from the use of products, equipment, or instructions supplied by the Client.
Loss of cash, jewellery, or items of high value not secured or not brought to the Company attention in writing prior to the Service.
Any indirect or consequential loss, loss of profit, loss of opportunity, or loss of enjoyment.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
10. Waste Handling and Environmental Regulations
The Company operates in compliance with UK waste and environmental regulations applicable to its activities. As part of the cleaning Services, the Cleaner may collect and place household or office waste into the appropriate bins or waste receptacles at the Premises.
The Company does not ordinarily transport Client waste offsite. Where waste removal, bulky waste clearance, or specialist disposal is requested, this will only be undertaken if lawful and agreed in advance, and may be subject to additional charges and specific terms.
The Client is responsible for providing suitable refuse containers and for arranging regular waste collection via the local authority or an authorised waste contractor. The Cleaner will follow reasonable instructions on recycling and waste separation where clearly communicated by the Client.
Hazardous, clinical, or regulated waste, including but not limited to sharps, bodily fluids, chemicals, asbestos, and electrical items, will not be handled or removed unless otherwise agreed in writing and in compliance with applicable UK regulations. The Company reserves the right to cease work if hazardous or prohibited waste is discovered.
11. Health and Safety
The Company is committed to maintaining high health and safety standards. Cleaners are instructed to follow relevant safety procedures, including the proper use of cleaning agents, equipment, and personal protective equipment where necessary.
The Client must not request Cleaners to undertake tasks that are unsafe, such as climbing on unsuitable furniture, using non-standard ladders, or operating machinery they are not trained to use. Cleaners may refuse to carry out any task they consider hazardous or beyond the agreed scope of Services.
12. Property Damage and Breakages
While every care is taken during the performance of the Services, accidents may occasionally happen. The Client must report any alleged damage or breakages to the Company as soon as reasonably possible, and in any event within 24 hours of the Service.
The Company may request evidence such as photographs and may arrange an inspection of the alleged damage. Where the Company is found to be responsible, it may, at its discretion, arrange repair, replacement, or fair compensation taking into account the age, condition, and value of the damaged item.
The Company is not responsible for damage caused by poor installation, unstable fixtures, or items that are inherently fragile or not fit for regular cleaning, such as loosely affixed shelving, unsecured mirrors, or items that cannot withstand gentle cleaning methods.
13. Conduct and Confidentiality
The Company expects its Cleaners and Clients to treat each other with respect and courtesy. Abusive, discriminatory, or threatening behaviour will not be tolerated. The Company may immediately terminate Services where a Cleaner is subject to unacceptable conduct.
The Company will take reasonable steps to protect Client privacy and keep confidential any non-public information obtained in the course of delivering the Services, subject to legal obligations to disclose such information when required by law or regulatory authorities.
14. Changes to Terms and Conditions
The Company may update these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, or business practices. The most current version will apply to all new bookings and to ongoing Services after reasonable notice has been given to the Client.
Continued use of the Services following notification of changes will constitute acceptance of the updated Terms and Conditions.
15. Governing Law and Jurisdiction
These Terms and Conditions and any disputes arising out of or in connection with them, including any non-contractual obligations, shall be governed by and construed in accordance with the laws of England and Wales.
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.
16. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted without affecting the validity and enforceability of the remaining provisions.
17. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or separate written agreement between the Client and the Company, constitute the entire agreement between the parties relating to the provision of the Services and supersede any prior understandings, representations, or agreements, whether oral or written.
No variation of these Terms and Conditions shall be effective unless made in writing and accepted by an authorised representative of the Company.
