Terms And Conditions
Stockwell Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Stockwell Cleaners provides cleaning services to its customers within the United Kingdom. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual or business that requests or receives cleaning services from Stockwell Cleaners.
Company, we, us, our means Stockwell Cleaners, the provider of the cleaning services.
Services means the domestic or commercial cleaning services, and any related services, supplied by the Company as described during the booking process or in subsequent written confirmation.
Booking means a confirmed request by the Customer for the Company to provide Services at a specified property, date and time.
Property means the premises at which the Services are to be carried out.
2. Scope of Services
The Company provides cleaning services including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning and related one-off cleaning tasks. The exact scope of work for each booking will be agreed at the time of booking. The Company reserves the right to decline any booking that it considers unsafe, unsuitable, or outside its normal scope of operations.
The Customer is responsible for ensuring that the requested Services are appropriate for the Property and for any specific requirements they may have. Any additional tasks requested on the day of service may be carried out at the Company's discretion and may be subject to additional charges.
3. Booking Process
Bookings may be made through the Company's chosen communication channels and will be confirmed only when the Customer has received a booking confirmation from the Company. Provisional or informal enquiries do not constitute a Booking.
The Customer must provide accurate information during the booking process, including the Property address, access instructions, approximate size and condition of the Property, the type of Services required, and any known hazards or special circumstances.
The Company may request further details or clarification before confirming a Booking. In some cases, an initial visit or assessment may be required in order to provide an accurate quotation.
The Company will specify whether the Booking is for a one-off service or recurring services. For recurring services, the Customer acknowledges that the Booking will repeat on the agreed schedule until cancelled in accordance with these Terms and Conditions.
4. Access to the Property
The Customer must ensure safe and timely access to the Property at the agreed time. This may include making arrangements for keys, access codes, or attendance by the Customer or a representative.
If the Company is unable to gain access to the Property at the scheduled time, waiting time or a failed visit charge may be applied, up to the full value of the scheduled service. Any such charge will be at the Company's reasonable discretion, taking into account the circumstances.
The Customer is responsible for ensuring that the Property has adequate lighting, electricity, heating (where reasonably required) and running water for the Services to be carried out.
5. Customer Obligations
The Customer must:
Ensure that the Property is in a safe condition for the performance of the Services and that any known risks are disclosed in advance.
Secure and remove valuables, cash, important documents and fragile items before the commencement of the Services.
Inform the Company of any items or surfaces that require special care, non-standard cleaning products, or that may be particularly delicate.
Ensure that pets are secured or controlled so as not to interfere with the delivery of the Services or pose a risk to the cleaning staff.
Comply with all applicable laws and regulations relating to the Property and the Services.
6. Prices and Quotations
Prices for Services will be provided to the Customer prior to confirmation of the Booking. Prices may be given as a fixed fee for specified tasks or as an hourly rate with an estimated duration.
Any quotation provided is based on the information supplied by the Customer and the Company's assessment of the likely time and work involved. The Company reserves the right to revise the fee if the actual condition or size of the Property is materially different from that described, or if additional work is requested or reasonably required.
All prices are stated in pounds sterling. Unless expressly stated otherwise, prices are exclusive of any applicable taxes, which will be applied in accordance with UK law.
7. Payments
Payment terms will be specified at the time of booking. The Company may require full or partial payment in advance in order to secure the Booking. Alternatively, payment may be due on completion of each visit, depending on the type of service and prior arrangement.
Accepted payment methods will be communicated to the Customer and may include electronic payment, bank transfer, card payment or other cashless methods. The Company is not obliged to accept cash.
Where payment is not received on the due date, the Company reserves the right to suspend further Services until full payment has been made and to charge interest on overdue sums at the statutory rate. The Customer is responsible for any fees or charges incurred as a result of failed or reversed payments.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by providing notice to the Company. The minimum notice period and any applicable charges will be communicated at the time of booking, but the following general principles apply.
For most standard services, if the Customer cancels or reschedules with sufficient notice, usually at least 24 hours before the scheduled start time, no cancellation fee will be charged. Where less than the required notice is given, the Company may charge a late cancellation fee up to a percentage of the service price, or in some cases the full amount, to cover staffing and operational costs.
If the Company needs to cancel or reschedule a Booking due to staff illness, operational issues, safety concerns or other unforeseen circumstances, the Company will notify the Customer as soon as reasonably practicable and offer an alternative time. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling, but any pre-paid amounts for the affected Booking will be applied to the rearranged service or refunded where no alternative can be agreed.
9. Service Quality and Complaints
The Company aims to deliver services to a professional standard and to meet reasonable expectations based on the description of the Services. If the Customer is dissatisfied with any aspect of the Services, they should inform the Company as soon as possible, and ideally within 24 hours of the service visit, to allow the Company the opportunity to review and, where appropriate, rectify the issue.
Where a complaint is justified, the Company may offer to re-clean the relevant area, provide a partial refund, or apply a credit towards a future service, at the Company's discretion. Any such remedy will be proportionate to the nature of the issue and subject to the Customer having given the Company a fair chance to inspect and address it.
10. Health, Safety and Conduct
The Company will take reasonable steps to ensure the health and safety of its staff and to comply with relevant UK regulations while performing the Services. The Customer must not request or expect staff to undertake any task that is unsafe, unlawful or outside the agreed scope of the Services.
The Customer must treat the Company's staff with respect and must not engage in abusive, discriminatory or threatening behaviour. The Company may immediately terminate a visit or ongoing service if staff feel unsafe or are subjected to inappropriate conduct, and the Customer may be charged for the full scheduled service in such circumstances.
11. Use of Cleaning Products and Equipment
The Company may use its own cleaning products and equipment or may agree to use the Customer's products and equipment where requested. The Customer must inform the Company of any allergies, sensitivities or restrictions concerning cleaning products to be used at the Property.
Where the Customer supplies products or equipment, they are responsible for ensuring that they are safe, in good working order and suitable for the intended use. The Company will not be liable for any damage or inadequate results attributable to defective or inappropriate products or equipment supplied by the Customer.
12. Waste Regulations and Disposal
The Company will comply with applicable UK waste management and environmental regulations when handling and disposing of waste generated during the provision of the Services.
Ordinary household or office waste that arises directly from the cleaning process may be bagged and placed by the Company in the Customer's designated waste or recycling receptacles at the Property. The Customer is responsible for ensuring that appropriate bins or refuse areas are available and for arranging any external waste collection services required.
The Company is not responsible for removing or transporting large volumes of waste, bulky items, hazardous waste, clinical waste, chemicals, or any materials subject to special disposal rules. If such waste is identified at the Property, the Company may refuse to handle it and will advise the Customer to contact the relevant local authority or licensed waste carrier. Any additional costs incurred as a result of the Customer's failure to comply with waste regulations will be the Customer's responsibility.
13. Liability and Limitations
The Company will take reasonable care when providing the Services. However, the Company's liability to the Customer is subject to the limitations set out in this clause and elsewhere in these Terms and Conditions.
The Company will not be liable for normal wear and tear, pre-existing damage, or deterioration of items or surfaces that are old, poorly maintained, or inherently susceptible to damage. The Company will not be responsible for damage arising from the use of inappropriate cleaning products or methods requested specifically by the Customer against the Company's advice.
If an item is damaged due to the proven negligence of the Company, the Company may, at its discretion, repair the item, replace it with an item of similar age and condition, or provide a fair monetary compensation up to the current replacement value, taking account of depreciation.
The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of business, or loss of opportunity. In any event, the total aggregate liability of the Company in respect of any claim or series of related claims will not exceed the total amount paid by the Customer for the specific Booking to which the claim relates, except where such limitation is not permitted 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 be excluded under UK law.
14. Insurance
The Company will maintain appropriate insurance cover in relation to its cleaning activities, in accordance with industry practice and any applicable legal requirements. Details of insurance cover may be provided to the Customer upon reasonable request.
15. Keys and Security
Where the Customer provides keys or access devices, the Company will take reasonable care to safeguard them and to secure the Property on departure. The Customer must ensure that keys and access details are accurate and functional.
The Company will not be responsible for loss or damage arising from faulty locks, alarm systems or other pre-existing security issues at the Property. Any lost key or access device incident will be investigated and, where responsibility is established, the Company may contribute to reasonable replacement costs subject to the limitations described in the liability section.
16. Privacy and Data Protection
The Company will handle any personal data supplied by the Customer in compliance with applicable UK data protection legislation. Information will be used only for the purposes of managing bookings, delivering the Services and fulfilling legal obligations. The Customer is responsible for ensuring that any personal information provided is accurate and up to date.
17. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. These may include extreme weather, power or transport disruption, strikes, accidents, acts of government, public health emergencies or similar events.
18. Termination of Ongoing Services
Either party may terminate recurring Services by giving reasonable notice in writing. The required notice period will be confirmed at the time of booking and will typically be at least one service cycle for regular cleaning arrangements.
The Company may terminate the Services immediately if the Customer commits a serious breach of these Terms and Conditions, fails to pay sums due, behaves abusively towards staff, or creates unsafe working conditions.
19. Changes to These Terms
The Company may amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, business practices or service offerings. The current version will apply to all new Bookings. For ongoing services, the Company will notify the Customer of any material changes, and continued use of the Services after notification will constitute acceptance of the updated terms.
20. 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 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 provision of the Services.
By making a Booking with Stockwell Cleaners, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
