Cleaner Catford Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Catford provides cleaning and related services to residential and commercial customers within its service area. By making a booking, using our services, or allowing our cleaning operatives to enter 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, company, or organisation that requests or receives services from Cleaner Catford.

Company means Cleaner Catford, the provider of the services.

Services means cleaning and related services supplied by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, one off deep cleaning, office cleaning, and related tasks as agreed.

Premises means the property, building, or location where the Services are to be performed.

Operative means an employee, contractor, or representative engaged by the Company to provide the Services.

2. Scope of Services

The Company provides cleaning and related services within its designated service area. The exact scope of work for each visit will be agreed at the time of booking, which may include a checklist, a specific brief, or a description provided by the Client.

Unless expressly agreed in writing, the Services do not include any work that may be hazardous, require specialist equipment or licences, or fall outside reasonable cleaning activities. The Company reserves the right to decline any task that it considers unsafe, inappropriate, or beyond the agreed scope.

3. Booking Process

Clients may request a booking by contacting the Company and providing details including the Premises address, type of property, required Services, preferred dates and times, and any access instructions.

All bookings are subject to availability and confirmation by the Company. A booking is not considered confirmed until the Client has received explicit confirmation from the Company, which may be provided verbally or in writing, and any required deposit has been paid.

The Client is responsible for providing accurate and complete information when making a booking. If material information is omitted or misstated, the Company may revise the quotation, alter the scope of Services, or cancel the booking.

The Company may request photographs or descriptions of the Premises in advance, particularly for larger, specialised, or heavily soiled properties. This is to ensure that the correct time, number of operatives, and equipment are allocated.

4. Access to the Premises

The Client must ensure that the Operatives have safe and reasonable access to the Premises at the agreed time. Access may be provided by the Client being present, leaving keys with a nominated person, or by prior key arrangement with the Company.

If the Operatives are unable to gain access due to incorrect keys, locked gates, absence of the Client or keyholder, or other access issues beyond the Companys control, the visit may be treated as a late cancellation and may be subject to a charge as specified in the cancellation section.

The Client is responsible for ensuring that electricity, running water, and adequate lighting are available at the Premises during the visit. If these are not available, the Company may not be able to complete the Services and may charge for lost time and costs.

5. Client Obligations

The Client must provide a safe working environment for the Operatives. This includes ensuring that the Premises are reasonably free from hazards, aggressive pets are secured, and any known risks are disclosed to the Company in advance.

The Client must not directly instruct Operatives to undertake tasks that have not been agreed with the Company or that fall outside the normal scope of cleaning services. If the Client wishes to vary the scope of work, this should be arranged with the Company, and additional charges may apply.

The Client agrees not to solicit or employ the Companies Operatives directly or indirectly for private work outside the Companies arrangements during the period of service and for twelve months thereafter, unless expressly agreed with the Company in writing.

6. Pricing and Quotations

Prices may be quoted as hourly rates, fixed fees for specific services, or a combination, depending on the nature of the booking. Quotations are based on the information provided by the Client and on typical conditions for similar properties in the service area.

If on arrival the Premises are significantly larger, more heavily soiled, or in materially different condition than described at the time of booking, the Company may adjust the quoted price, recommend additional hours, or decline to provide the Services. The Client will be informed of any change in cost before additional charges are incurred.

All prices are stated in pounds sterling. If applicable, any taxes or statutory charges will be clearly indicated in the quotation or invoice.

7. Payments and Invoicing

Payment terms will be communicated at the time of booking. The Company may require full or partial payment in advance, especially for one off, end of tenancy, or deep cleaning services.

Where payment is not taken in advance, invoices are typically due on completion of the Services or within the period stated on the invoice. The Client is responsible for ensuring that funds are available and that payment is made by the agreed method.

The Company may accept various forms of payment, such as bank transfer, card payment, or other commonly used methods. Details of accepted payment methods will be made available to the Client. Cash handling may be restricted at the Companies discretion.

In the event of late payment, the Company reserves the right to charge reasonable administrative and interest fees, suspend further services, and pursue recovery of outstanding sums through appropriate means.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice to the Company. Cancellation terms, including any applicable notice period and charges, will be confirmed at the time of booking and may vary depending on the type and size of the service.

As a general guideline, cancellations or rescheduling requests received with less than twenty four hours notice before the scheduled start time may incur a charge up to the full value of the booked service, particularly for one off and end of tenancy cleans.

If the Company needs to cancel or reschedule due to unforeseen circumstances, it will notify the Client as soon as reasonably possible and will offer an alternative appointment. The Company will not be liable for any indirect or consequential loss resulting from such changes.

Repeated cancellations, short notice changes, or failure to provide access may result in the Company declining future bookings or requiring prepayment.

9. Service Quality and Complaints

The Company aims to provide services with reasonable skill and care, consistent with industry standards within its service area. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, ideally within twenty four hours of the visit.

Where a complaint is justified and relates directly to the quality of the cleaning, the Company may offer a re clean of the affected areas or another reasonable remedy, at its discretion. The Premises must still be in substantially the same condition as at the time of the original service for a re clean to be offered.

The Company will not be liable for issues arising from poor maintenance, wear and tear, permanent staining, or pre existing damage that cannot be remedied by cleaning.

10. Liability and Insurance

The Company maintains appropriate public liability and, where applicable, employers liability insurance for its operations. Details may be provided to the Client on request.

The Company will take reasonable care when working at the Premises; however, it cannot be held responsible for normal wear and tear, existing damage, or the inherent risks of cleaning delicate items such as loose fittings, cracked tiles, unstable shelves, or items that are not securely fixed.

Any claim for damage must be reported to the Company as soon as reasonably practicable and in any event within forty eight hours of the visit. The Client must provide evidence of the alleged damage, including photographs and, where necessary, receipts or valuations.

The Companies total liability in respect of any claim arising out of or in connection with the Services shall be limited to the total amount paid by the Client for the specific service giving rise to the claim, except where such limitation is prohibited by law.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

11. Client Property and Security

The Client is responsible for securing money, jewellery, and other valuables before the arrival of the Operatives. The Company recommends that all high value items are stored safely and out of view.

The Company will exercise reasonable care when using and holding keys or access codes. Keys may be labelled in a way that does not directly identify the Premises address. If keys are lost while in the Companies control, the Companies liability shall be limited to the reasonable cost of key replacement or, if necessary, lock replacement, subject to the liability clause above.

12. Waste and Environmental Regulations

The Company complies with relevant UK regulations regarding waste handling and environmental protection. Operatives will dispose of general household waste generated during cleaning into the Clients existing bins, bags, or waste containers at the Premises.

The Company does not ordinarily remove waste from the Premises for off site disposal, unless this has been expressly agreed in advance. Where the Company does agree to remove waste, it will be done in compliance with applicable waste management laws, and additional charges may apply.

The Client is responsible for ensuring that any hazardous, clinical, or regulated waste is identified and dealt with by appropriate specialist services. The Company will not handle or dispose of such materials and may decline to work in affected areas.

The Company aims to use suitable cleaning products and, where practical, may offer environmentally considerate options. However, the Client should inform the Company in advance of any allergies, sensitivities, or preferences regarding particular cleaning products or chemicals.

13. Health and Safety

The Company takes health and safety seriously and follows reasonable procedures in line with UK practice. Operatives are instructed not to undertake activities that could put them or others at risk, including climbing on unstable surfaces, using inappropriate ladders, or moving excessively heavy furniture or appliances.

The Client must inform the Company of any known health risks at the Premises, such as pest infestations, contamination, or hazardous substances. Where conditions pose a risk to health or safety, the Company may refuse to provide Services or may withdraw Operatives from the Premises, and applicable charges may still apply.

14. Personal Data and Privacy

The Company may collect and process personal data such as names, addresses, and contact details for the purposes of managing bookings, providing Services, and administering accounts. Personal data will be handled in accordance with applicable UK data protection laws.

The Company will not sell personal data to third parties. Information may be shared with trusted partners or service providers where necessary to deliver the Services, process payments, or comply with legal obligations.

15. Variations to the Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings and to ongoing services following reasonable notice to the Client.

Continued use of the Services after changes to the Terms and Conditions have been communicated will constitute acceptance of the updated terms.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 the provision of the Services.

17. Severability

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

18. Entire Agreement

These Terms and Conditions, together with any booking confirmation, written quotation, or service agreement provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services, and supersede any prior discussions or understandings.

By booking or receiving Services from Cleaner Catford, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.