Tooting Cleaners Terms and Conditions of Service

These Terms and Conditions set out the basis on which Tooting Cleaners provides cleaning and related services to domestic and commercial customers in the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Client means any individual, company or organisation that books or receives services from Tooting Cleaners.

Company, we, us or our means Tooting Cleaners, the provider of the cleaning services.

Services means the cleaning and related services agreed between the Client and the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, commercial premises cleaning, and related support services.

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

Cleaner means any employee, worker, subcontractor or representative engaged by the Company to provide the Services.

2. Scope of Services

The Company will provide the Services as described in the booking confirmation supplied to the Client. The specific tasks, estimated duration, and any special requirements will be agreed in advance as far as reasonably possible.

All Services are subject to availability and may vary depending on the type, size and condition of the Premises. Any time estimates provided are for guidance only and are not guaranteed. If the Premises require more work than reasonably anticipated, the Company may, with the Client's consent, adjust the fee or revise the scope of Services.

3. Booking Process

3.1 A booking may be requested by the Client via the Company's chosen communication methods as advertised from time to time, including online or by other direct communication.

3.2 A booking is only accepted and confirmed when the Company issues a confirmation, which may be verbal or written. The confirmation will include, where applicable, the date and time of service, type of service, estimated duration, and the agreed price or pricing basis.

3.3 The Client is responsible for providing accurate information about the Premises, including size, number of rooms, access conditions, and any special requirements. The Company reserves the right to adjust the quote or cancel the booking if the information provided is materially inaccurate.

3.4 Regular cleaning bookings may be scheduled on a weekly, fortnightly or other periodic basis as agreed. The Client acknowledges that specific time slots may be approximate and subject to change, although the Company will aim to maintain consistency where possible.

4. Access to the Premises

4.1 The Client must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed time of service, including access to necessary facilities such as running water and electricity.

4.2 The Client is responsible for providing keys, access codes or other entry arrangements if the Client cannot be present. The Company will take reasonable care to keep keys safe and secure while in its possession.

4.3 If the Cleaner is unable to gain access to the Premises at the agreed time, the visit may be treated as a late cancellation and charges may apply in accordance with the cancellation terms below.

5. Client Obligations

5.1 The Client must ensure that the Premises are reasonably tidy and free from excessive clutter to allow the Cleaner to perform the Services safely and efficiently.

5.2 The Client must notify the Company in advance of any hazards, risks, or sensitive areas within the Premises, including fragile items, existing damage, or special surfaces that require particular treatment.

5.3 The Client is responsible for keeping valuables secure. The Company recommends that all cash, jewellery, and other valuable items are stored safely and not left in open view.

5.4 The Client must not request or engage Cleaners directly for private work outside the Company's arrangements. Any such engagement is at the Client's own risk and is not covered by these Terms and Conditions.

6. Cleaning Products and Equipment

6.1 The Company may use its own cleaning products and equipment or may use products and equipment supplied by the Client if agreed in advance.

6.2 If the Client provides cleaning products or equipment, the Client is responsible for ensuring they are safe, fit for purpose and suitable for the surfaces to be cleaned. The Company is not liable for any damage or adverse results arising from the use of products or equipment supplied by the Client.

6.3 Where specialist or non-standard cleaning products are required, the Client must inform the Company at the time of booking. Additional charges may apply if such products need to be sourced by the Company.

7. Prices and Payments

7.1 Prices for the Services will be communicated to the Client at or before the time of booking. Prices may be based on an hourly rate, a fixed fee, or a combination of both, depending on the type of service.

7.2 All prices are quoted in pounds sterling and, unless otherwise stated, are inclusive of any applicable taxes that the Company is required to charge.

7.3 Payment terms will be confirmed at the time of booking. The Company may require payment in advance, payment on completion of each visit, or payment on a periodic invoice for regular Clients.

7.4 Accepted payment methods will be communicated by the Company and may include bank transfer, card payment or other electronic payment options. The Company does not accept cash sent by post.

7.5 If payment is not received by the due date, the Company reserves the right to suspend or cancel future services and to charge interest on overdue amounts at a reasonable commercial rate until payment is made in full.

8. Cancellations, Rescheduling and No-Show

8.1 The Client may cancel or reschedule a booking by giving reasonable notice to the Company. The minimum notice period for cancellation or rescheduling will be communicated at the time of booking.

8.2 If the Client cancels or reschedules a visit with less than the agreed minimum notice period, the Company reserves the right to charge a late cancellation fee. This may be a fixed amount or a percentage of the service fee for the affected visit.

8.3 If a Cleaner attends the Premises but is unable to gain access, or if the visit cannot proceed due to circumstances within the Client's control, this may be treated as a late cancellation and charged accordingly.

8.4 The Company may cancel or reschedule a booking in the event of staff illness, severe weather, transport disruption, or other circumstances beyond its reasonable control. In such cases, the Company will aim to offer an alternative appointment as soon as reasonably possible and will not be liable for any resulting loss or inconvenience.

9. Quality of Service and Complaints

9.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, preferably within 24 hours of the visit.

9.2 Where a complaint is found to be justified, the Company may at its discretion offer a re-clean of the affected area or another form of reasonable remedy. Any re-clean must normally take place within a reasonable period from the date of the original service.

9.3 The Company will investigate complaints in a fair and timely manner. The Client agrees to cooperate with any reasonable requests for information or evidence relating to a complaint.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company shall not be liable for any loss or damage that is not reasonably foreseeable or that results from information or instructions supplied by the Client that are incomplete, incorrect or misleading.

10.2 The Company will not be liable for any pre-existing damage, wear and tear, or deterioration of items or surfaces at the Premises. The Client should draw the Cleaner’s attention to any known fragile, damaged or delicate items before work commences.

10.3 The Company will not be liable for any loss of cash, jewellery or other valuables unless it is proven that such loss was caused by the deliberate and wrongful act of a Cleaner while performing Services at the Premises.

10.4 The Company carries appropriate insurance for its operations where required by law or good industry practice. The limits and scope of such insurance may be provided to the Client on request. Any claim for loss or damage must be reported to the Company without undue delay to allow proper investigation and, if applicable, notification to insurers.

10.5 To the fullest extent permitted by law, the Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the Services.

11. Waste Handling and Environmental Regulations

11.1 The Company will handle ordinary household and light commercial waste generated during the provision of cleaning Services in accordance with applicable waste and environmental regulations.

11.2 The Services do not include the removal or disposal of large quantities of waste, bulky items, construction debris, hazardous substances, clinical waste, or any materials that require specialist handling or licences. If such materials are present at the Premises, the Client must inform the Company in advance and arrange appropriate removal by a qualified waste carrier.

11.3 The Company reserves the right to refuse to handle any waste or materials that it considers hazardous, unsafe, or beyond the agreed scope of the Services.

11.4 Where possible, the Company will aim to minimise environmental impact by using appropriate cleaning methods and, where reasonably practicable, environmentally considerate products.

12. Health and Safety

12.1 The Company is committed to maintaining safe working practices for Cleaners and Clients. Cleaners are instructed to follow health and safety guidelines and to decline any request that they consider unsafe or beyond their competence.

12.2 The Client must not request Cleaners to work at unsafe heights, lift excessively heavy items, or undertake tasks that could reasonably be expected to cause harm or breach health and safety regulations.

12.3 If a Cleaner reasonably believes that conditions at the Premises present a health or safety risk, the Cleaner may suspend or terminate the visit. In such circumstances, the Company will inform the Client and may charge for the time already spent at the Premises.

13. Entry, Security and Privacy

13.1 The Company and its Cleaners will respect the privacy and security of the Client and the Premises. Any keys or access codes provided to the Company will be stored securely and used only for the purpose of providing the Services.

13.2 The Client agrees that the Company may retain basic information relating to the Premises and the Services provided, for the purposes of managing bookings, improving service quality, and meeting legal or regulatory obligations.

13.3 The Company will not disclose Client information to third parties except as required by law or as necessary to perform the Services, such as sharing details with Cleaners engaged for the booking.

14. Changes to Services and Terms

14.1 The Company may amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of our services. The updated Terms and Conditions will apply to new bookings from the date they are published or otherwise communicated to Clients.

14.2 For ongoing regular services, the Company will notify the Client of any material changes to these Terms and Conditions. Continued use of the Services after such notification will constitute acceptance of the updated terms.

15. Termination of Regular Services

15.1 Either party may terminate a regular cleaning arrangement by giving the other party reasonable written or verbal notice, subject to any minimum term agreed at the time of booking.

15.2 The Company may terminate services with immediate effect if the Client fails to pay fees when due, behaves abusively towards Cleaners or staff, creates unsafe conditions at the Premises, or otherwise commits a serious breach of these 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 the Services, 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 relating to these Terms and Conditions or the Services provided by the Company.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court, 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 under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services, and supersede any prior discussions, proposals or agreements, whether written or oral.

17.4 The Client may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior consent of the Company. The Company may assign or transfer its rights and obligations to another organisation, provided that this does not reduce the level of service provided to the Client.

By booking or using the Services of Tooting Cleaners, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.