Cleaner Colliers Wood Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Colliers Wood provides cleaning and related services to domestic and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before making or confirming a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 Client means the individual, company or organisation that requests and receives cleaning services from Cleaner Colliers Wood.

1.2 Company means Cleaner Colliers Wood, the provider of cleaning services.

1.3 Services means any cleaning, housekeeping, end of tenancy cleaning, deep cleaning, office cleaning or other associated services provided by the Company.

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

1.5 Agreement means the contract between the Client and the Company for the provision of Services, incorporating these Terms and Conditions and any written or agreed specification.

1.6 Cleaner means any employee, subcontractor or representative engaged by the Company to carry out the Services.

2. Scope of Services

2.1 The Company will provide the Services as agreed with the Client at the time of booking. A description of the requested Services, frequency, and any specific instructions will be confirmed verbally or in writing.

2.2 The Company reserves the right to decline any booking where the Premises are considered unsafe, inaccessible, or unsuitable for the Services requested.

2.3 The Company does not undertake tasks that may be hazardous, including but not limited to work at excessive heights, heavy lifting beyond reasonable manual handling limits, or the handling of hazardous substances that require specialist licenses or equipment.

2.4 The Client is responsible for ensuring that the Premises have adequate electricity, lighting, heating and running water necessary for the performance of the Services. If such utilities are not available, the Company may cancel or suspend the booking and apply relevant charges.

3. Booking Process

3.1 Bookings may be made by the Client through the Company’s accepted communication channels as made available from time to time. The Client must provide accurate details including full name, property address, access instructions and any specific requirements.

3.2 A booking is only confirmed when the Company has accepted the request and provided confirmation, which may be verbal or written. Provisional bookings or enquiries do not constitute an Agreement.

3.3 The Client must notify the Company of any special requirements, such as delicate surfaces, restricted areas, alarm systems or pets on the Premises, at the time of booking so that appropriate arrangements can be made.

3.4 For recurring or regular cleaning Services, the day, time and approximate duration of each visit will be agreed in advance. While the Company will make reasonable efforts to maintain consistent scheduling, this cannot be guaranteed and may be subject to change.

3.5 The Company reserves the right to subcontract any part of the Services to suitably qualified and vetted third parties, while remaining responsible for the proper performance of the Agreement.

4. Access to the Premises

4.1 The Client is responsible for ensuring safe and timely access to the Premises at the agreed time. This may include providing keys, access codes, parking arrangements or notifying any building management or concierge.

4.2 If the Cleaner is unable to gain access to the Premises at the scheduled time, or if there are unreasonable delays caused by access issues, the visit may be cancelled or shortened and a cancellation or call-out fee may be charged.

4.3 Any keys or access devices provided to the Company will be stored and used with reasonable care and in accordance with the Company’s security procedures. The Client must notify the Company immediately if access details change or need to be withdrawn.

5. Client Obligations

5.1 The Client must ensure that the Premises are reasonably tidy and accessible so that the Services can be carried out efficiently. Excessive clutter, hazards or obstructions may result in certain areas not being cleaned.

5.2 The Client must inform the Company in advance of any items of particular value, fragile objects or surfaces that require special care or specific cleaning products, so that suitable methods can be used.

5.3 The Client agrees not to instruct the Cleaner directly with tasks outside the agreed scope or of a hazardous nature. Any variations or additions to the Services must be approved by the Company.

5.4 The Client must ensure that children and pets are supervised or safely contained during the provision of the Services to prevent accidents and to facilitate efficient cleaning.

6. Pricing and Payments

6.1 Service prices are based on the type of cleaning requested, the size and condition of the Premises, and the estimated time required. Prices may be given as an hourly rate, a fixed fee, or a package price as agreed at the time of booking.

6.2 Any quotation provided by the Company is an estimate only, based on the information supplied by the Client. The Company reserves the right to amend the price if the actual condition, size or access to the Premises differs materially from that described.

6.3 Unless otherwise agreed in writing, payment is due on completion of the Services or in advance for certain types of bookings such as end of tenancy cleans, deep cleans or one-off specialist services.

6.4 The Company may accept various forms of payment, such as card payments, bank transfers or other approved methods. The accepted payment methods will be communicated to the Client at the time of booking or invoice.

6.5 For regular cleaning Services, the Company may invoice the Client on a weekly, fortnightly or monthly basis, as agreed, with payment due by the date stated on the invoice.

6.6 If payment is not received by the due date, the Company reserves the right to charge late payment fees, suspend further Services, or terminate the Agreement. The Client will be responsible for any reasonable costs incurred in recovering overdue payments.

7. Cancellations, Rescheduling and No-Show Policy

7.1 The Client may cancel or reschedule a booking by giving the Company adequate notice. The required notice period and any related charges will be communicated at the time of booking and may vary depending on the type of Service.

7.2 As a general guideline, cancellations or rescheduling made with less than 24 hours notice may be subject to a cancellation fee, up to the full cost of the scheduled visit.

7.3 If the Cleaner arrives at the Premises but is unable to gain access, or if the visit cannot proceed due to circumstances within the Client’s control, the Company may charge a full or partial fee for the missed appointment.

7.4 The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as staff illness, severe weather, transport disruption, or other events beyond reasonable control. In such cases, the Company will offer the Client an alternative appointment where possible.

8. Service Quality and Complaints

8.1 The Company aims to deliver Services with reasonable skill, care and professionalism. If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as reasonably practicable, and in any event within 24 hours of completion of the visit where possible.

8.2 Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected area or another appropriate remedy. Any re-clean must normally take place within a reasonable time and at a mutually agreed appointment.

8.3 The Client agrees to provide clear details of the issue and, where possible, evidence such as photographs to help the Company assess and address the complaint.

9. Liability and Insurance

9.1 The Company will exercise reasonable care in the performance of the Services. However, the Company’s liability is subject to the limitations set out in this clause.

9.2 The Company will not be liable for normal wear and tear, pre-existing damage, or defects in materials, surfaces, or furnishings that may become apparent during or after the provision of the Services.

9.3 The Company’s liability for any loss or damage arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the value of the specific visit during which the incident occurred, or to any insurance cover held by the Company, whichever is greater.

9.4 The Company shall not be liable for any indirect, consequential or purely economic losses, including but not limited to loss of profit, loss of opportunity or loss of enjoyment.

9.5 The Company is not responsible for any loss or damage arising from the Client’s failure to provide accurate information, notify of special requirements, or follow the Company’s guidance and recommendations.

9.6 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

10. Waste Handling and Environmental Regulations

10.1 The Company will comply with applicable waste and environmental regulations relevant to the provision of cleaning Services. This includes the proper handling and disposal of general cleaning waste generated during the visit.

10.2 The Client is responsible for informing the Company of any hazardous or regulated waste present on the Premises. The Company does not handle clinical, chemical, construction, sharp, or other specialist waste that requires licensed disposal.

10.3 Rubbish removal beyond standard household or office waste may incur additional charges, which will be agreed with the Client in advance where possible.

10.4 The Company may use cleaning products and methods designed to be appropriate for the surfaces and conditions at the Premises. If the Client requests the use of specific products, the Client may be required to provide them and accepts responsibility for any adverse effects resulting from their use.

11. Health and Safety

11.1 The Company adheres to applicable health and safety legislation and will take reasonable steps to ensure that all Cleaners work in a safe manner.

11.2 The Client must inform the Company of any known health and safety risks at the Premises, including but not limited to structural defects, exposed wiring, infestations, or hazardous materials.

11.3 The Company reserves the right to withdraw Cleaners from any Premises where they consider there to be a risk to health or safety, and may cancel the booking or adjust the scope of work accordingly.

12. Property, Security and Confidentiality

12.1 The Company will take reasonable care to safeguard the Client’s property while providing the Services. The Client is advised to secure valuables, important documents and sensitive items before the Cleaner’s arrival.

12.2 Any keys or access codes provided to the Company will be handled securely and used only for the purposes of carrying out the Services under the Agreement.

12.3 The Company will treat all personal information and details regarding the Client and the Premises as confidential, subject to legal or regulatory requirements.

13. Force Majeure

13.1 The Company shall not be liable for any failure or delay in performing its obligations under the Agreement where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, pandemics, accidents, or acts of government.

13.2 In such circumstances, the Company may suspend or reschedule the Services without liability, and will use reasonable efforts to inform the Client and minimise disruption.

14. Termination

14.1 Either party may terminate a regular cleaning Agreement by giving the other party the notice period agreed at the outset of the Services, or if no period is specified, reasonable notice.

14.2 The Company may terminate the Agreement with immediate effect if the Client materially breaches these Terms and Conditions, fails to make payment when due, acts abusively or unlawfully towards any Cleaner, or creates an unsafe working environment.

14.3 Upon termination, the Client must pay all outstanding sums due for Services already rendered and any applicable cancellation charges.

15. Changes to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulations or business practices.

15.2 The current version of the Terms and Conditions will apply to all bookings. Continued use of the Services after changes take effect will constitute acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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, the Agreement, or the provision of the Services.

17. General Provisions

17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.

17.3 The Client may not assign or transfer any of its rights or obligations under the Agreement without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations, provided that this does not materially affect the standard of the Services.

17.4 These Terms and Conditions, together with any agreed booking details or specifications, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions or representations.