Kensington Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Kensington Cleaner provides domestic and commercial cleaning and related services in the United Kingdom. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means any individual, company, partnership or organisation that requests or receives services from Kensington Cleaner.

Company means Kensington Cleaner, the provider of cleaning services.

Services means any cleaning, housekeeping, end of tenancy, deep cleaning, commercial cleaning, specialist cleaning or related services supplied by the Company to the Client.

Operative means an employee, contractor or representative of the Company who performs the Services.

Premises means the property or properties where the Services are to be carried out.

2. Scope of Services

The Company agrees to provide the Services with reasonable skill and care, using appropriately trained Operatives and suitable equipment and materials where agreed. The precise scope of work will be confirmed at the time of booking or in accompanying documentation or schedules.

Unless expressly agreed in writing, the Services do not include tasks that involve working at unsafe heights, moving heavy furniture or appliances, specialised cleaning of valuable or delicate items, or any activity that in the Companys reasonable opinion presents a risk to health and safety.

The Client is responsible for ensuring that the Premises are reasonably accessible, safe, and suitable for cleaning to be carried out, including adequate lighting, ventilation and access to water and electricity where required.

3. Booking Process

Bookings may be made by the Client through the Companys accepted communication channels. At the time of booking, the Client must provide accurate information about the Premises, the type of cleaning required and any special requirements or restrictions.

The Company will confirm the booking by issuing a confirmation notice, which may include the date and time of the appointment, the estimated duration, the type of service, and any agreed rate or price structure. A booking is not considered accepted until the Client has received confirmation from the Company.

For regular or recurring services, the Company and the Client may agree a schedule of visits. Any changes to the regular schedule should be requested by the Client with reasonable notice. The Company will use reasonable efforts to accommodate changes but cannot guarantee availability at all times.

The Client must ensure that an authorised person is available to grant access to the Premises at the agreed time. In the event that the Operative is unable to gain access, the Company may treat the appointment as a late cancellation and apply the relevant charges.

4. Service Area

The Company provides Services within its designated service area, which primarily covers Kensington and surrounding parts of London. Acceptance of bookings is subject to the Premises being within a location where the Company operates and can reasonably attend.

The Company reserves the right to decline or cancel bookings for Premises outside its usual service area, or where travel or access is not practical, and will inform the Client as soon as reasonably possible if such a situation arises.

5. Client Obligations

The Client must provide accurate information at the time of booking and update the Company promptly if any details change, including access arrangements, security systems or contact information.

The Client is responsible for providing safe access to the Premises and for disclosing any known hazards, including but not limited to structural issues, faulty wiring, pest infestations or dangerous substances.

The Client must ensure that valuables, cash, jewellery, confidential documents and other high-value items are appropriately secured. The Company does not accept liability for loss of such items unless there is clear evidence of fault or negligence by an Operative.

Where the Client provides cleaning products or equipment, it is the Clients responsibility to ensure that they are safe, fit for purpose and suitable for the surfaces and items to be cleaned. The Company cannot be held responsible for any damage arising from defective, inappropriate or unsafe products or equipment supplied by the Client.

6. Pricing and Payments

Prices for Services may be based on an hourly rate, a fixed fee, or a quotation for specific works. The applicable pricing structure will be communicated to the Client at the time of booking or within a written quotation.

Quotations are provided on the basis of information supplied by the Client and the Companys assessment of the work required. If, on arrival at the Premises, the scope or condition of the work differs significantly from what was described, the Company reserves the right to amend the quotation or propose additional charges before commencing or continuing the Services.

Unless otherwise agreed, payment is due on completion of the Service or in advance for certain bookings as specified by the Company. The Client agrees to pay all charges in full using one of the payment methods accepted by the Company.

For regular or recurring services, the Company may invoice the Client at agreed intervals. Invoices are payable by the due date stated on the invoice. The Company reserves the right to suspend or cancel Services if payment is not received on time.

Where permitted by law, the Company may charge interest and administrative fees on any overdue amounts. The Client will also be responsible for any reasonable costs incurred by the Company in recovering unpaid sums.

7. Deposits and Prepayments

The Company may require a deposit or full prepayment, particularly for one-off, deep, end of tenancy or specialised cleaning services. The amount and due date for any deposit or prepayment will be communicated before confirmation of the booking.

Deposits or prepayments may be used to cover late cancellation, access failure or other charges in accordance with these Terms and Conditions.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice to the Company within the timeframe specified by the Company at the time of booking or in any subsequent communication. The Company will endeavour to accommodate rescheduling requests, subject to availability.

Where insufficient notice is given, or in the event of repeated cancellations or rescheduling, the Company may charge a cancellation fee. This may be a fixed fee, a percentage of the service price, or the estimated cost of the booking, as notified to the Client.

If an Operative attends the Premises at the agreed time and is unable to gain access, or is turned away by the Client or an authorised representative without prior notice, the Company may treat this as a same day cancellation and charge up to the full cost of the booked Service.

The Company reserves the right to cancel or rearrange a booking if an Operative is unavailable due to illness or emergency, if there are severe weather or transport disruptions, or if the Company reasonably considers that the Premises are unsafe or unsuitable for the Services to be carried out. In such circumstances, the Company will inform the Client as soon as reasonably possible and will offer to reschedule. The Company is not liable for any losses or costs incurred by the Client as a result of such cancellations or rescheduling.

9. Changes to Services

Any changes to the agreed scope, duration or nature of the Services must be requested by the Client and confirmed by the Company. Additional work or extended hours may incur further charges, which will be agreed with the Client where practicable before such work is undertaken.

Where the Client reduces the duration or frequency of services for regular cleaning arrangements, the Company may adjust the applicable pricing to reflect the new arrangement.

10. Quality and Complaints

The Company aims to provide high standards of service. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible and in any event within a reasonable period after the work has been carried out.

Where a complaint is justified and relates to the quality of the cleaning, the Company may offer to re-visit the Premises to rectify the issue, or may provide an appropriate credit or partial refund at its discretion. This is subject to the Client having allowed the Company a reasonable opportunity to inspect and address the issue.

Complaints will not be accepted in respect of conditions or defects that cannot be remedied through cleaning, such as staining, discolouration, wear and tear, permanent damage or defects in materials, surfaces or furnishings.

11. Liability and Insurance

The Company holds appropriate insurance cover in relation to the provision of its Services. Details of cover are available on request.

The Company will use reasonable care in delivering the Services but does not accept liability for any loss, damage, cost or expense except where caused directly by the negligence or breach of duty of the Company or its Operatives.

The Company will not be liable for any consequential or indirect losses, including loss of profit, loss of business, loss of opportunity or loss of enjoyment, arising out of or in connection with the Services.

The Companys total liability to the Client in respect of any single event or series of connected events, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of the Services in question or the level of insurance cover actually available under the Companys relevant policy.

The Company is not responsible for pre-existing damage or for wear and tear to items and surfaces that may become apparent during or after cleaning. The Client should notify the Company of any fragile, high-value or unusual items before the Services commence so that appropriate care can be taken.

12. Keys, Security and Access

Where the Client provides keys or access codes, the Company will take reasonable care to ensure their security and to prevent unauthorised use. Keys may be labelled in a manner that does not identify the address of the Premises.

The Company accepts no liability for any loss arising from keys or codes being provided to an unauthorised person by the Client or any third party. It is the Clients responsibility to inform the Company immediately if any access arrangements change or if there is a security concern.

13. Health, Safety and Conduct

The Company and its Operatives will comply with applicable health and safety legislation and will take reasonable steps to protect the safety of all persons present at the Premises during the provision of the Services.

The Client must not request any Operative to undertake tasks that are unsafe, illegal, or outside the agreed scope of work. Operatives may decline to perform any activity that they reasonably believe may pose a risk to health, safety or property.

The Client must treat Operatives respectfully and must not subject them to abusive, discriminatory or inappropriate behaviour. The Company reserves the right to withdraw Services without notice where Operatives are subjected to such behaviour.

14. Waste Handling and Environmental Regulations

The Company will manage waste arising from normal cleaning activities in accordance with applicable UK waste and environmental regulations. This may include the segregation, storage and disposal of waste generated during the provision of Services.

The Client is responsible for the lawful disposal of any household, commercial or hazardous waste that is not reasonably incidental to the Services. The Company does not normally provide removal or transport of large volumes of waste, bulky items, construction debris, clinical waste, hazardous substances or regulated materials unless explicitly agreed as part of a separate service.

If the Client asks the Company to handle or remove waste beyond normal cleaning waste, the Company may charge additional fees and may require evidence that such handling is compliant with relevant regulations. The Company reserves the right to decline any request involving controlled, hazardous or specialist waste streams.

The Client must not require or encourage Operatives to dispose of waste unlawfully, for example by leaving waste in unauthorised locations or using bins or facilities without permission.

15. Property and Damage

The Client must report any alleged damage believed to be caused by the Company or its Operatives within a reasonable time after discovery, providing details and evidence where available.

The Company will investigate any such report and, where appropriate, may inspect the Premises. If the Company accepts responsibility, it may arrange for repair or replacement, make a payment in settlement, or claim under its insurance policy where applicable.

No admission of liability will be implied from the Companys willingness to investigate or to engage with a complaint.

16. Force Majeure

The Company is not liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. This includes, but is not limited to, extreme weather, transport disruption, strikes, industrial disputes, accidents, public health emergencies, power failures, acts of government or regulatory authorities, or acts of terrorism.

17. Data Protection and Privacy

The Company will handle any personal data provided by the Client in accordance with applicable data protection laws in the United Kingdom. Personal data may be used for the purposes of managing bookings, providing the Services, handling payments, and addressing queries or complaints.

The Client is responsible for ensuring that any personal data they share with the Company is accurate and up to date. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to provide the Services, process payments, comply with legal obligations, or where the Client has given consent.

18. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to new bookings from the date it is made available. For ongoing services, the Company will notify the Client of any material changes that may affect their rights or obligations.

19. 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 the Services, including any non-contractual disputes or claims.

20. General Provisions

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed to the extent necessary, and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

The Client 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 its rights and obligations where reasonably necessary for the provision of the Services.

These Terms and Conditions, together with any written quotation or service schedule issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence or understandings.