Richmond Cleaners Terms and Conditions of Service
These Terms and Conditions govern the provision of cleaning services by Richmond Cleaners to residential and commercial customers. By making a booking, you agree that you have read, understood, and accepted these Terms and Conditions. These terms apply to all services unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below.
Customer means the individual, company, or organisation that requests and purchases cleaning services from Richmond Cleaners.
Company means Richmond Cleaners, the service provider.
Services means any cleaning, related support, or ancillary services provided by Richmond Cleaners as agreed at the time of booking.
Premises means the property, building, or part thereof where the Services are to be carried out.
Cleaner means any employee, contractor, or representative engaged by Richmond Cleaners to perform the Services.
2. Scope of Services
Richmond Cleaners provides domestic and commercial cleaning and related services as agreed with the Customer during the booking process. The specific Services, including type of clean, frequency, estimated duration, and any special requests, will be confirmed at the time of booking.
Any additional tasks requested on the day of service are subject to the Cleaner’s discretion, time availability, and may incur additional charges. The Company reserves the right to decline any request that is unsafe, unlawful, or beyond the scope of normal cleaning activities.
3. Booking Process
Bookings may be made through the Company’s accepted booking channels. By placing a booking, the Customer confirms that they are at least 18 years of age and legally capable of entering into binding contracts.
The Customer must provide accurate and complete information when booking, including full name, service address, access details, type of Premises, approximate size, preferred date and time, and any special requirements or conditions that may affect the performance of the Services.
All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to refuse any booking at its discretion.
Where recurring or regular services are agreed, the Customer accepts that the booking forms an ongoing arrangement subject to these Terms and Conditions until terminated by either party in accordance with the cancellation provisions set out below.
4. Customer Obligations
The Customer agrees to provide safe, reasonable, and uninterrupted access to the Premises for the duration of the booked appointment. The Customer must ensure that the Premises are in a safe condition and that all necessary utilities, such as electricity and running water, are available.
Valuables, cash, and fragile or irreplaceable items should be safely stored or removed from areas where the Cleaner will work. The Customer must inform the Company of any items, surfaces, or areas that require special care or that may be easily damaged.
The Customer is responsible for providing accurate information about any hazards at the Premises, including but not limited to alarm systems, pets, restricted areas, health and safety risks, or materials requiring specialist handling.
5. Access to the Premises
The Customer is responsible for ensuring that the Cleaner can gain access to the Premises at the agreed time. If the Cleaner is unable to access the Premises due to incorrect information, absence of the Customer where access is required, locked or blocked entry, or any other reason beyond the Company’s control, this may be treated as a late cancellation and charges may apply.
Where keys or access devices are provided, the Company will take reasonable steps to keep them secure. The Company will not label keys with the full address. The Customer accepts that providing keys or access codes is at their own risk and must notify the Company immediately if a key is lost or compromised.
6. Pricing and Quotes
Prices for the Services are provided based on the information supplied by the Customer, including property size, condition, and specific requirements. Quotations may be given as a fixed price or as an hourly rate estimate. All prices are inclusive or exclusive of applicable taxes as stated at the time of booking.
The Company reserves the right to amend a quotation if the information provided by the Customer is inaccurate or incomplete, or if the scope of work required is significantly different from what was originally described. Any such changes will be communicated to the Customer prior to service commencement wherever reasonably possible.
Where Services are charged on an hourly basis, the actual time required may vary depending on the condition of the Premises. The Customer agrees to pay for additional time required to complete the agreed tasks, subject to prior agreement when possible.
7. Payments
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on the day of service, depending on the type of booking and Customer history.
Accepted payment methods will be specified by the Company and may include card payments, bank transfers, direct debit, or other approved methods. Cash payments are only accepted where explicitly agreed and must be made directly in accordance with the Company’s instructions.
Invoices, where applicable, are payable by the due date stated on the invoice. The Company reserves the right to apply interest and reasonable collection costs on overdue accounts in accordance with applicable law.
If payment is not received in line with the agreed terms, the Company may suspend or cancel further Services until the account is settled, without liability for any resulting inconvenience or loss to the Customer.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking subject to providing adequate notice. Unless otherwise specified, a minimum of 24 hours notice before the scheduled start time is required to avoid cancellation charges.
If a booking is cancelled or rescheduled by the Customer with less than the required notice, the Company reserves the right to charge a late cancellation fee, up to the full value of the booked service, to cover losses and allocated resources.
If the Cleaner is unable to access the Premises at the scheduled time due to reasons outside the Company’s control, this may be treated as a late cancellation and the same charges may apply.
The Company reserves the right to cancel or reschedule a booking in the event of staff illness, operational issues, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will seek to provide as much notice as possible and offer an alternative appointment. No additional compensation will be payable for such cancellations, but any pre-paid amounts for the affected booking will be applied to a rescheduled service or refunded.
9. Customer Satisfaction and Complaints
The Company aims to provide services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, preferably within 24 hours of completion, providing details and, where relevant, evidence of the issue.
The Company will investigate all reasonable complaints and may, at its discretion, arrange for a re-clean of the affected areas, offer a partial refund, or provide another appropriate remedy. Complaints raised after a significant delay, or where the Premises have been used or altered since the cleaning, may be more difficult to assess and the Company may not be able to offer a full remedy.
10. Liability and Limitations
The Company will exercise reasonable care in providing the Services. However, the Company’s liability to the Customer is limited as set out in this section.
The Company shall not be liable for normal wear and tear, pre-existing damage, discolouration, or deterioration of surfaces, fabrics, or materials that arise from normal use, age, or defects. The Company is not responsible for damage that could not reasonably be identified prior to or during cleaning.
The Customer must inform the Company of any items of particular value, delicate materials, or surfaces requiring special cleaning methods. The Company shall not be liable for damage arising from the use of standard cleaning products and techniques on surfaces where no such information has been provided.
The Company’s total liability for any loss or damage arising from or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total fees paid by the Customer for the specific service during which the event giving rise to the claim occurred, except where such limitation is not permitted by law.
The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.
11. Damage and Breakages
The Customer must report any alleged damage or missing items believed to be caused by the Cleaner to the Company as soon as reasonably possible, providing details and any supporting evidence.
Where damage is reasonably attributable to the Cleaner, the Company may, at its discretion, repair the item, arrange for a replacement where practical, or offer fair compensation considering age, condition, and value. The Company may require evidence of purchase or value for high-value items.
The Company shall not be liable for damage to items that are inherently fragile, improperly installed, unsecured, or not fit for normal use, or where the damage arises from faulty construction, poor maintenance, or existing defects.
12. Health, Safety, and Conduct
The Company is committed to maintaining safe working practices. Cleaners will follow reasonable health and safety procedures and use products and equipment in a safe manner.
The Customer must not request any task that is unsafe, illegal, or outside normal cleaning activities, including handling hazardous substances, working at unsafe heights, or moving excessively heavy furniture or appliances without appropriate equipment.
The Customer must treat Cleaners with respect and must not subject them to any form of abuse, harassment, or discriminatory behaviour. The Company reserves the right to withdraw Services immediately if a Cleaner’s safety or dignity is compromised, and to charge for the full value of the booked service in such circumstances.
13. Waste and Environmental Regulations
The Company will handle general household and commercial cleaning waste as part of the normal cleaning process, using appropriate bags and containers within the Premises, unless otherwise agreed.
The Company is not a licensed waste carrier and will not remove large volumes of waste, construction debris, hazardous materials, clinical waste, or regulated items from the Premises. The Customer is responsible for arranging appropriate disposal of such materials in accordance with applicable waste and environmental regulations.
The Customer must not request the Cleaner to dispose of items in a manner that breaches local waste regulations, including fly-tipping, improper disposal of chemicals, or unlawful dumping. The Company reserves the right to refuse any request that may involve non-compliant waste disposal.
14. Supplies and Equipment
Unless otherwise agreed, the Company will provide standard cleaning products and equipment necessary to perform the Services. If the Customer prefers or requires the use of their own products or specialised equipment, this must be agreed in advance.
Where the Customer supplies products or equipment, they are responsible for ensuring they are safe, suitable, and in good working order. The Company shall not be liable for any damage caused by Customer-supplied products or by faulty or unsafe equipment provided by the Customer.
15. Insurance
The Company maintains appropriate insurance cover in connection with the provision of its Services, including public liability insurance, as required under applicable law and industry practice.
The existence of insurance does not extend the Company’s liability beyond the limitations set out in these Terms and Conditions, nor does it guarantee payment for every claim. All claims are subject to the terms, conditions, and exclusions of the relevant insurance policy.
16. Privacy and Data Protection
The Company collects and processes personal data provided by the Customer for the purposes of managing bookings, delivering Services, handling payments, and maintaining customer records. The Company will handle such data in accordance with applicable data protection laws and its internal policies.
The Customer agrees that their data may be used to contact them in relation to bookings, service updates, and reasonable service-related communications. The Customer may request access to, correction, or deletion of their personal information where permitted by law.
17. Amendments to Terms and Conditions
The Company reserves the right to amend or update these Terms and Conditions from time to time. Updated terms will be made available through the Company’s usual communication channels and will apply to new bookings and, where reasonable, to ongoing service arrangements after notification.
Continued use of the Services following any changes to these Terms and Conditions shall be deemed acceptance of the revised terms.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services 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 their subject matter.
19. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, such provision shall be severed from the remaining terms, which shall continue to be valid and enforceable to the fullest extent permitted by law.
20. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings, representations, or agreements, whether oral or written, relating to the subject matter.
No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.
