Richmond Cleaners Service Terms and Conditions
These terms and conditions set out the basis on which Richmond Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are designed to make the service clear, fair, and straightforward for both parties. For the avoidance of doubt, references to we, us, and our mean Richmond Cleaners, and references to you mean the customer, client, or person instructing the services.
These terms apply to all standard cleaning appointments, periodic cleaning, specialist cleaning where offered, and any related service agreed in writing or by email. If a separate written quotation, schedule, or service specification has been provided, it should be read together with these terms. If there is any conflict, the specific written agreement will take priority to the extent of that conflict. Nothing in these terms affects your statutory rights as a consumer where applicable.
By using our service, you confirm that you have the legal authority to request work at the property or premises concerned. You also agree to provide accurate information about the property, access arrangements, the type of cleaning required, and any known risks. 
We may rely on the information you provide when allocating time, staff, equipment, and materials, so any material inaccuracy may affect pricing, scheduling, or the ability to complete the work safely and effectively.
Booking Process
A booking with Richmond Cleaners is not confirmed until we have accepted the request and, where required, received any deposit, advance payment, or written confirmation requested by us. Requests may be made by phone, email, online form, or other communication methods we make available from time to time. A booking request should clearly state the address, preferred date and time, type of service, expected duration if known, and any special instructions relevant to the clean.
Once we receive a request, we may provide an estimate or quotation based on the details supplied. Estimates are based on the information available at the time and may change if the actual condition, access, or scope differs from what was described. We reserve the right to refuse, decline, or re-schedule a booking if we consider the property unsuitable, unsafe, inaccessible, or if the requested service falls outside our operational capability.
If we confirm a booking, you are responsible for ensuring that the property is ready for cleaning at the agreed time and that access is available to our team. This includes providing keys, codes, parking arrangements, or a named contact where needed. 
If we are unable to enter the property, or if the service cannot begin because access is not available, the booking may be treated as cancelled by you and charges may apply in accordance with the cancellation section below.
Service Scope and Customer Responsibilities
Our cleaning services are carried out with reasonable care and skill in accordance with the instructions agreed at booking. Unless otherwise stated, the service is limited to the areas, tasks, and time period specified in the booking confirmation or quotation. Deep cleaning, end-of-tenancy cleaning, oven cleaning, carpet cleaning, or other specialist tasks may involve separate conditions, equipment requirements, or limitations based on the property and the condition of the relevant surfaces.
You are responsible for removing or securing cash, jewellery, passports, fragile items, confidential documents, and any other valuables before the service begins. Where possible, you should also move any items that are especially delicate, unstable, valuable, or easily damaged. We are not required to clean, move, or handle items that are too heavy, unsafe, unhygienic, or likely to cause damage if disturbed.
We may refuse to clean certain areas or items if doing so would create a risk to property, health, or safety. This includes but is not limited to areas affected by excessive waste, hazardous materials, insect infestation, mould requiring specialist treatment, bodily fluids, or structural defects. If such issues are identified during the appointment, we may pause or end the service and discuss next steps. Any additional work beyond the original agreement may be charged separately if agreed in advance.
Payments and Pricing
Prices may be quoted as fixed fees, hourly rates, or an estimate subject to final assessment. Unless expressly stated otherwise, all prices are shown exclusive of any applicable taxes, which will be added where required by law. We may revise pricing where the information supplied was incomplete or inaccurate, where the scope changes, or where the property condition materially differs from what was described at the time of booking.
Payment is due in the manner and timeframe agreed at booking. In many cases, payment may be required on completion, in advance, or by bank transfer before the appointment date. We may also request a deposit to secure the booking. A booking may be withheld, delayed, or cancelled if payment arrangements are not made on time. If an invoice is issued, it must be paid by the due date stated on the invoice.
If payment is not received when due, we reserve the right to charge interest on overdue sums at the statutory rate applicable under the Late Payment of Commercial Debts (Interest) Act 1998 where relevant, or otherwise to recover reasonable administrative costs and losses caused by late payment to the extent permitted by law. 
You remain responsible for any bank charges, transfer fees, or currency conversion costs incurred when making payment.
Cancellations, Amendments, and Delays
You may request to cancel or amend a booking by giving us notice as soon as reasonably possible. Cancellations made with sufficient notice may not incur a charge, depending on the service type and the resources already allocated. However, if cancellation occurs after we have reserved time, dispatched staff, prepared specialist equipment, or purchased materials, a cancellation fee may apply to cover our losses and administrative costs.
Where a cancellation is made at short notice, or where access is not provided on arrival, the full or partial service charge may still be payable. We will act reasonably when deciding whether to charge cancellation fees and will take account of the time given, the type of service, and the work already undertaken. If we need to cancel or re-schedule because of illness, severe weather, travel disruption, equipment failure, or any other event outside our control, we will try to provide notice and rearrange the appointment promptly.
We are not responsible for delays caused by traffic, road closures, adverse weather, emergency incidents, or other events beyond our reasonable control. If a delay is expected to be significant, we will aim to notify you and propose an alternative time. Where a delay or reschedule is due to our fault, we will use reasonable efforts to minimise inconvenience, but no fixed compensation is guaranteed unless required by law or agreed in writing.
Liability and Limitations
We will provide our cleaning services with reasonable care and skill. If we are in breach of this obligation, our liability will be limited, to the fullest extent permitted by law, to re-performing the affected service, reducing the fee charged, or paying reasonable compensation for direct loss proven to have been caused by our breach. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law.
We are not liable for loss or damage caused by pre-existing defects, wear and tear, faulty installation, unstable fixtures, inadequate maintenance, hidden defects, or items that were already damaged before the cleaning service began. We are also not responsible for damage resulting from items being left unsecured, from incorrect instructions, or from the use of products or materials supplied by you where those products prove unsuitable for the surface or task.
If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovering the issue. You should provide clear details and, where available, photographs or other evidence. We may need a reasonable opportunity to inspect the issue, assess the cause, and determine whether it is attributable to our work. 
Any claim for loss must be supported by evidence and limited to direct and foreseeable loss only; we are not liable for indirect, consequential, or economic losses, including loss of profit or loss of opportunity, except where the law provides otherwise.
Waste Regulations and Disposal
Our services are provided in compliance with applicable UK waste rules and environmental standards, including requirements relating to the handling, storage, segregation, and disposal of waste. We will not remove, transport, or dispose of hazardous waste unless this has been specifically agreed in writing and can be lawfully undertaken. You must tell us in advance if the property contains items that may require special handling, such as chemicals, sharps, clinical waste, asbestos-related materials, or contaminated materials.
Ordinary cleaning waste generated during the service may be collected and disposed of in a lawful and responsible manner, subject to the arrangements agreed for the property. We may refuse to handle waste that is unsafe, excessive, contaminated, or prohibited by law. Where waste removal is included in the service, it is limited to the items described in the booking confirmation and does not extend to illegal dumping, fly-tipping, or disposal in breach of local authority or environmental requirements.
You are responsible for ensuring that any waste left for collection is properly separated and legally presented for removal. If we identify waste that could pose a health, safety, or environmental risk, we may suspend work until the issue is resolved. Any extra time, specialist equipment, or additional disposal costs arising from non-compliant waste conditions may be charged separately where permitted by law and agreed with you in advance.
Complaints, Changes, and General Matters
If you are dissatisfied with any part of the service, you should notify us promptly so we can review the matter and, where appropriate, offer a remedy. We may ask for photographs, a description of the issue, and access to the property to inspect the concern. Where a complaint is justified, our preferred approach is to re-clean the affected area or provide another reasonable solution before any other remedy is considered.
We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will generally apply to that booking unless a different version is expressly agreed. If any provision of these terms is found invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
These terms, together with any written quotation, confirmation, or agreed service specification, form the whole agreement between you and us regarding the service. No statement made verbally or in promotional material shall override these terms unless confirmed in writing by an authorised representative of Richmond Cleaners. Nothing in this document is intended to limit your rights where the law requires otherwise.
These terms and conditions are governed by the law of England and Wales, unless the service is supplied in another part of the United Kingdom in circumstances where different mandatory legal rules apply. Any dispute arising under or in connection with the services will be subject to the exclusive jurisdiction of the courts of the relevant part of the UK, unless applicable consumer law provides otherwise.
By confirming a booking with Richmond Cleaners, you acknowledge that you have read, understood, and agreed to these terms. We recommend that you retain a copy for your records. If any clarification is needed before booking, you should raise it in advance so the service can proceed on a clear and mutually understood basis.
