Kensington Cleaner Service Terms and Conditions

These terms and conditions set out the basis on which Kensington Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming a service request, or allowing our operatives to commence work, you agree to be bound by these terms. Please read them carefully before placing an order for any Kensington cleaning service, as they explain how bookings are accepted, how payments are processed, when cancellations may apply, and how liability is limited.

For the purposes of these terms, references to “we”, “us” and “our” mean Kensington Cleaner, and references to “you” and “your” mean the customer, client, tenant, landlord, managing agent, or other person requesting services. These terms apply to all standard cleaning, one-off cleaning, regular housekeeping, deep cleaning, end-of-tenancy cleaning, and related service appointments provided under the Kensington Cleaner name.

We reserve the right to amend these terms from time to time to reflect changes in law, insurance, service scope, or operational requirements. The version in force at the time your booking is accepted will normally apply to that booking, unless a change is required by law. Continued use of our cleaning services in Kensington after an update will be treated as acceptance of the revised terms.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made by telephone, email, online form, or any other method we make available. When you submit a request, you must provide accurate details, including the service type, property access arrangements, parking restrictions if relevant, approximate size of the premises, and any known cleaning concerns. We may ask follow-up questions to ensure the quotation or estimate is appropriate.

Any quotation provided by Kensington Cleaner is based on the information supplied by you and is therefore subject to change if the actual circumstances differ from those described. If the property is significantly larger, more heavily soiled, or more complex than stated, we may revise the price, alter the time required, or decline to proceed if the work falls outside the agreed scope. Acceptance of a quotation does not constitute acceptance of a booking until we issue confirmation.

Once a booking is confirmed, it becomes subject to these terms and any service-specific conditions communicated at the time of booking. You are responsible for ensuring access to the premises at the agreed time. If we cannot gain access, or if the service cannot be delivered due to incorrect information, insufficient utilities, unsafe conditions, or lack of authorisation, the visit may be treated as a late cancellation or unsuccessful attendance and charges may apply. Where the service requires keys, access codes, building permits, or concierge arrangements, you must provide them in advance and ensure they are valid.

2. Service Scope

Our services are delivered with reasonable care and skill in accordance with the information provided and the nature of the booked appointment. Unless agreed in writing, our operatives will provide cleaning services only and will not undertake specialist work such as pest control, structural repairs, electrical repairs, hazardous material removal, or other services requiring separate certification. Any task outside the agreed scope may be declined for safety, legal, or insurance reasons.

3. Pricing and Payment

Prices may be provided as fixed quotes, hourly rates, minimum call-out charges, or tailored service packages depending on the nature of the appointment. Unless expressly stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable taxes. We reserve the right to adjust pricing if the service specification changes before or during the appointment.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, though some appointments may require advance payment, a deposit, or card pre-authorisation. We may request immediate payment if a booking is made at short notice or where additional materials, extended labour, or special arrangements are required. Failure to pay when due may result in suspension of future bookings and recovery action for outstanding sums.

Where payment is taken by card, bank transfer, or another electronic method, you must ensure that the payment details supplied are correct and authorised for use. If a transaction is declined or reversed after completion, you remain liable for the amount due. Any bank charges incurred because of failed payment, chargebacks, or incorrect instructions may be added to your account where permitted by law.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice within a reasonable time. Unless a different cancellation period is stated in your booking confirmation, cancellations made with less than 24 hours’ notice may incur a fee to cover reserved labour, travel, and administrative costs. If a cleaner is already en route or has arrived at the property, the full service fee or a substantial portion of it may be charged.

We may cancel or reschedule a booking where necessary because of staff illness, adverse weather, unsafe conditions, equipment failure, operational disruption, or any event outside our reasonable control. Where possible, we will offer an alternative appointment. We will not be liable for any indirect losses caused by a cancellation or rescheduling, provided we have acted reasonably and in good faith.

If repeated cancellations, poor access arrangements, or ongoing non-cooperation prevent us from completing services efficiently, we may decline future work. This applies equally to one-off bookings and regular Kensington cleaning services.

5. Customer Responsibilities

You must ensure that the premises are reasonably prepared for the agreed service. This includes securing valuables, removing or identifying fragile items, and advising us of any areas requiring special care. You must disclose any known hazards, including broken fixtures, exposed wiring, slippery surfaces, leaks, infestation risks, or harmful substances. If the property is occupied by children, vulnerable adults, or pets, you remain responsible for their supervision and safety during the appointment.

You must also ensure that the site has appropriate utilities, including water and electricity where required for cleaning equipment. If access is restricted because of building rules, permit requirements, or security controls, you must obtain the necessary permissions before the visit. If our team is unable to work due to a failure on your part, we may charge for the lost time, travel, and any reasonable costs already incurred.

6. Materials, Products and Equipment

Unless otherwise agreed, we will supply standard cleaning products and equipment suitable for the booked service. We may use alternative products where required to complete the work safely or effectively. If you ask us to use your own products or equipment, you accept responsibility for their suitability, instructions, and condition. We may refuse to use any product or item we consider unsafe, ineffective, damaged, or inappropriate for the intended surface or task.

7. Liability and Limitations

We will perform our services with reasonable care and skill. If we fail to do so, our liability is limited to, at our option, re-performing the relevant part of the service or issuing a refund for the affected portion of the fee. This is the full extent of our liability to the maximum extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

We are not responsible for pre-existing damage, wear and tear, hidden defects, poor workmanship by third parties, or deterioration caused by age, damp, corrosion, or unsuitable materials. We also do not accept liability for loss of profit, loss of business, missed appointments with third parties, loss of opportunity, or any indirect or consequential loss. If you believe damage has occurred during a service, you must notify us as soon as reasonably practicable and, where possible, before the area is disturbed further.

Any claim for damage must be supported by reasonable evidence, including photographs, a description of the issue, and details of the item or surface involved. You must take all reasonable steps to minimise any loss. Our insurance and liability position may be affected if you fail to provide timely notice or if the item was fragile, unstable, obsolete, or already damaged.

8. Waste Handling and Environmental Compliance

Where our work involves the collection, bagging, removal, or disposal of waste, you agree that all waste presented to us will be lawful to handle, correctly segregated where necessary, and not contaminated with prohibited or hazardous materials unless we have expressly agreed otherwise in writing. We will comply with applicable UK waste regulations and may refuse to handle any material that is dangerous, clinical, toxic, explosive, corrosive, or otherwise controlled by law.

You are responsible for informing us in advance of any items requiring special handling, such as broken glass, sharp objects, bodily fluids, paint, solvents, chemicals, asbestos-containing materials, or electrical waste. If such items are discovered unexpectedly, we may suspend the service and request further instructions. Any additional work, specialist disposal, or waste transfer requirements may incur extra charges.

We expect all waste-handling arrangements to be lawful and proportionate. We will not act as a carrier of illegal waste, nor will we agree to dispose of substances that could expose our staff, customers, or the environment to avoidable risk. If the nature of the waste is unclear, we may decline collection until the material has been identified and assessed.

9. Complaints and Service Issues

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion. We may ask for supporting details and may inspect the relevant area where appropriate. Our aim is to review concerns fairly and promptly. Where a complaint is upheld, we may offer a re-clean, partial refund, or another reasonable remedy depending on the circumstances.

Minor variations in outcome do not automatically amount to a breach of contract. Cleaning can be influenced by the condition of the property, the materials present, prior maintenance, and time available. We are not liable for results that are impossible to achieve safely, legally, or within the agreed scope.

Nothing in this section affects your statutory rights. However, any remedy will be limited to what is reasonable in light of the service delivered and the evidence provided.

10. Force Majeure

We shall not be in breach of contract or otherwise liable for delay, failure, or interruption in performance caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, transport disruption, strikes, utility failure, pandemic-related restrictions, civil disorder, or acts of government. In such cases, we will use reasonable efforts to resume services or arrange an alternative date where possible.

11. Data and Privacy

We may collect and use personal information necessary to manage bookings, carry out services, process payments, maintain records, and handle any complaints or claims. We will handle personal data in accordance with applicable UK data protection laws. We do not sell customer data, and we only retain information for as long as reasonably required for business, legal, or accounting purposes.

12. Governing Law and Jurisdiction

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer residing in another part of the UK, any mandatory protections available to you under applicable local law will not be affected where such protections apply by law. The courts of England and Wales shall have exclusive jurisdiction over any dispute, subject to any rights you may have to bring proceedings in your local courts where mandatory consumer law allows.

13. General Provisions

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or provision shall not constitute a waiver of that right or provision. No person other than the parties to the contract shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms unless expressly stated otherwise.

These UK service terms for Kensington Cleaner form the entire agreement between you and us in relation to the booked service and supersede prior discussions or representations, whether written or oral, to the extent permitted by law. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions.