Brentford Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Brentford Cleaners provides cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Brentford Cleaners, the provider of the cleaning services.
Customer means any individual or organisation who books or receives services from the Company.
Services means any cleaning or related services supplied by the Company, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, commercial cleaning and specialist cleaning where agreed.
Premises means the property or location where the Services are to be carried out.
Cleaner means any employee, worker, subcontractor or representative engaged by the Company to provide the Services.
Agreement means the contract between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written or verbal confirmation of the booking.
2. Scope of Services
The Company provides professional cleaning services within its designated service area. The specific type of service, frequency, and any particular tasks will be agreed at the time of booking. The Company reserves the right to refuse work that is unsafe, unlawful, or beyond the reasonable scope of a cleaning service.
Any additional services requested on the day of the visit are subject to the Cleaner’s availability and may incur additional charges. The Company is under no obligation to provide services that have not been booked and confirmed in advance.
3. Booking Process
Bookings can be requested by the Customer through the Company’s accepted communication channels as advertised by the Company from time to time. When requesting a booking, the Customer must provide accurate information about the Premises, including size, number of rooms, access arrangements, parking arrangements, and any specific cleaning requirements.
All bookings are subject to confirmation by the Company. The Company will provide either written or verbal confirmation, which will set out the agreed date, time window, type of service, and estimated duration. No Agreement shall be formed until the booking has been confirmed by the Company.
The Company may request photographs or a description of the Premises to assess the condition before confirming certain types of services, such as deep or end of tenancy cleans. Where the condition of the Premises is materially different from the description given, the Company reserves the right to adjust the price or decline to carry out the work.
The Customer is responsible for ensuring that a responsible adult is present to provide access to the Premises at the agreed time, or that appropriate arrangements for access have been made and communicated to the Company.
4. Pricing and Quotations
Prices for Services are generally based on either an hourly rate or a fixed fee for a defined scope of work. Any quotation provided by the Company is given in good faith based on the information supplied by the Customer and shall be valid for a limited time period as communicated by the Company.
The Company reserves the right to amend quotations where the information initially supplied by the Customer is incomplete or inaccurate, or where the condition of the Premises requires significantly more time or effort than could reasonably have been anticipated. In such cases, the Customer will be informed before additional charges are incurred wherever reasonably practicable.
All prices are exclusive or inclusive of any applicable taxes as stated at the time of booking. The Customer is responsible for checking the total price before confirming the booking.
5. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment for one-off or end of tenancy cleans is due on or before the day of service. Regular services may be payable in advance or on a recurring schedule.
The Company accepts payment by the methods stated by the Company from time to time. The Customer must ensure that full payment is made in accordance with the agreed terms. Failure to pay may result in cancellation or suspension of Services and may incur late payment charges.
The Company reserves the right to charge interest on overdue amounts at the statutory rate, calculated on a daily basis from the due date until payment is received in full. The Customer shall be responsible for all reasonable costs incurred by the Company in recovering unpaid sums, including collection and legal costs.
Where payment is taken automatically, for example by card or other recurring method, the Customer authorises the Company to process payments for services delivered under the Agreement. The Customer must ensure that payment details are up to date and that sufficient funds are available.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the notice period specified by the Company at the time of booking. Where insufficient notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full cost of the scheduled service.
If the Cleaner is unable to gain access to the Premises at the scheduled time due to circumstances within the Customer’s control, including but not limited to no answer at the property, incorrect address details, or restricted access, this may be treated as a cancellation by the Customer and may incur a fee.
The Company may cancel or reschedule a booking where necessary due to operational reasons, staff illness, severe weather, safety concerns or other circumstances beyond its reasonable control. In such cases, the Company will use reasonable efforts to provide as much notice as practicable and to offer an alternative appointment. The Company shall not be liable for any loss or inconvenience suffered as a result of such cancellation or rescheduling, other than a refund of any pre-paid amounts for services not provided.
7. Customer Obligations
The Customer agrees to provide safe and reasonable access to the Premises and to ensure that the environment is safe for the Cleaner to work in. The Customer must inform the Company of any known hazards, such as structural issues, broken glass, exposed wiring, hazardous materials or aggressive animals.
The Customer is responsible for providing access to basic utilities at the Premises during the service, including running water and electricity, unless otherwise agreed. Where such utilities are not available and this prevents the service from being carried out, the Company may treat this as a cancellation by the Customer.
The Customer must ensure that all valuables and fragile items are safely stored away. If there are any items or areas that require special care, the Customer must highlight these to the Company in advance.
The Customer must not instruct the Cleaner to carry out any work that is unsafe, illegal, or outside the defined scope of a cleaning service, such as climbing on unsuitable ladders, moving heavy furniture alone, or handling prohibited substances.
8. Service Standards and Complaints
The Company aims to provide services with reasonable skill and care in accordance with industry standards. If the Customer is dissatisfied with any aspect of the service, they should notify the Company as soon as possible, ideally within 24 hours of the service being provided, so that the matter can be investigated.
Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or offer a discount on a future service. This shall be the Customer’s sole and exclusive remedy in relation to service quality issues.
The Company may request photographic evidence or a description of the issue and may arrange an inspection of the Premises. The Customer must provide reasonable cooperation in resolving the matter.
9. Liability and Insurance
The Company shall maintain appropriate insurance to cover its liabilities in connection with the provision of the Services, in line with normal business practice for cleaning providers.
While every reasonable effort is made to avoid damage, the Company’s liability for any direct loss or damage to the Customer’s property arising from the negligence of the Company or its Cleaners shall be limited to the repair or replacement cost of the item, taking into account fair wear and tear and depreciation, and shall in no event exceed the amount covered by the Company’s insurance.
The Company shall not be liable for any pre-existing damage, for damage caused by defects in the Premises, or for damage resulting from the use of products or equipment supplied by the Customer. The Customer is responsible for ensuring that any such products are safe and suitable for use.
The Company shall not be liable for indirect or consequential loss of any kind, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services or these Terms and Conditions.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
10. Waste Handling and Regulations
The Company will comply with applicable waste and environmental regulations relevant to the cleaning services it provides. Standard household and light commercial waste generated in the course of cleaning may be bagged and placed in the Customer’s designated waste receptacles at the Premises.
The Company is not licensed to remove and transport large quantities of waste, construction debris, hazardous waste, clinical waste, or any substances that require specialist handling or disposal. The Customer must make separate arrangements with a licensed waste carrier for such materials.
The Customer shall not request the Company or its Cleaners to dispose of waste in an unlawful manner, including fly-tipping or using unauthorised locations. The Customer remains responsible for ensuring that their own waste arrangements comply with relevant regulations.
11. Use of Customer Equipment and Materials
Unless otherwise agreed, the Company will provide its own cleaning products and equipment suitable for the agreed Services. If the Customer requests the use of specific products or equipment supplied by the Customer, this is done at the Customer’s own risk, and the Company shall not be liable for any damage or adverse results arising from their use.
The Customer must inform the Company of any surface or material that requires special cleaning methods or products. The Company will not be responsible for damage where the Customer has failed to provide appropriate information about the nature of the surfaces or materials at the Premises.
12. Keys and Security
Where the Customer provides keys or access devices to the Company, these will be handled with reasonable care. The Company will use agreed procedures to safeguard keys and access codes. The Customer must not disclose access codes to Cleaners directly without notifying the Company.
If keys are lost or stolen due to the proven negligence of the Company, the Company’s liability shall be limited to the reasonable cost of key replacement and, where necessary, lock replacement, subject to the overall limitations of liability set out in these Terms and Conditions.
13. Termination of Regular Services
For ongoing or regular cleaning services, either party may terminate the Agreement by giving the notice period specified at the time of booking or in any subsequent written confirmation. If no specific notice period has been agreed, a minimum of two weeks’ notice will normally apply.
The Company may terminate the Agreement with immediate effect where the Customer is in material breach of these Terms and Conditions, including but not limited to persistent non-payment, abusive or unsafe behaviour, or repeated failure to provide access to the Premises.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions or liable for any delay or failure to perform its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, public transport disruption, strikes, pandemics, acts of government, or other events that make it unsafe or impracticable to provide the Services.
15. Changes to Terms and Conditions
The Company may amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the way the Company conducts its business. Updated terms will be made available by the Company, and continued use of the Services after changes take effect will constitute acceptance of the revised Terms and Conditions.
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 or formation, 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 Services by the Company.
17. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be considered a waiver of that or any other right or remedy. Any waiver must be expressly confirmed in writing to be effective.
The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract any of its rights or obligations, provided that this does not materially affect the standard of the Services.
These Terms and Conditions, together with any booking confirmation or written agreement between the parties, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, representations or agreements.
