Richmond Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to create clarity around the service scope, the booking process, payment, cancellations, liability, waste handling, and the legal framework governing the relationship between the parties. These terms apply to all standard cleaning, deep cleaning, end of tenancy cleaning, one-off appointments, and recurring cleaning arrangements unless a separate written agreement states otherwise.

For the purposes of these terms, references to “we”, “us”, and “our” mean Richmond Cleaner, and references to “you” and “your” mean the customer or the person making the booking. The service may be arranged for residential or business premises, and the exact nature of the work will depend on the service package selected, the condition of the property, and any instructions provided before the appointment. The customer is responsible for ensuring that all information supplied at the time of booking is accurate and complete.

We aim to provide a professional and reliable cleaning service, but the customer acknowledges that cleaning outcomes may vary depending on factors such as the age of surfaces, prior maintenance, material condition, staining, scale, mould, grease, and wear. Where a task requires specialist treatment beyond ordinary cleaning methods, this will be treated separately and may fall outside the standard scope unless expressly agreed in writing. Any quotation or estimate is based on the details provided by the customer and may be adjusted if the actual condition of the property differs materially from the information originally supplied.

Booking Process

A booking is only confirmed once we have accepted the requested service, agreed the date and time, and, where applicable, received any required deposit or advance payment. Until confirmation is issued, no binding appointment exists. The customer must provide accurate details about the property, including access arrangements, the number of rooms, requested tasks, and any issues that may affect the cleaning service. If these details change before the appointment, the customer must inform us as soon as reasonably possible so that we can review the booking and, if needed, revise the price or service plan.

We may request photographs, an inventory, or further information before accepting a booking, especially where the service involves an initial deep clean, a tenancy check-out, or a property with unusual cleaning requirements. This allows us to allocate the right equipment, labour, and time. If the property is significantly larger, more heavily soiled, or more complex than described, we may increase the price, alter the duration of the visit, or decline to carry out work that falls outside the agreed scope. Any changes will be discussed in advance where possible.

Customers are expected to ensure that the property is ready for cleaning at the agreed time, including providing access, keys, codes, parking arrangements if required, and a safe working environment. If our team cannot gain access, or if the premises are unsuitable for the work to begin, the appointment may be treated as a late cancellation or a wasted visit and relevant charges may apply. If an appointment requires access through a third party such as a managing agent, concierge, landlord, or tenant representative, the customer remains responsible for making the necessary arrangements.

Service Standards and Scope

Our cleaning services are performed with reasonable care and skill and in accordance with the service description agreed at the time of booking. Unless specifically included, the service does not cover specialist restoration, construction cleaning, pest removal, biohazard cleaning, electrical work, plumbing, or the removal of hazardous substances. We may refuse to clean items or areas that pose a health or safety risk, require specialist equipment, or could cause damage if handled by standard cleaning methods.

The customer should remove or secure valuables, fragile items, confidential materials, medicines, cash, jewellery, and any personal belongings that should not be handled or moved. We will take reasonable care while working, but we cannot accept responsibility for items left unattended in accessible areas unless damage or loss is caused by our negligence. Where cleaning involves moving lightweight items to access surfaces, the customer authorises us to do so on a reasonable basis, but we are not obliged to move heavy, fixed, delicate, or potentially hazardous objects.

In some cases, a property may require repeat treatment or may not be capable of being restored to a like-new condition by normal cleaning. The customer acknowledges that marks, discolouration, ingrained stains, limescale, adhesive residue, and wear-related deterioration may not be fully removable. Where a service is completed in line with the agreed specification, the customer will not be entitled to a refund solely because an item does not return to an original or pristine appearance. Any complaint should be made promptly and with supporting details so that the matter can be assessed fairly.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service or, for recurring arrangements, according to the invoice schedule issued by us. We may require advance payment, a deposit, or full prepayment for certain bookings, including first-time visits, high-value jobs, one-off appointments, or services requiring special allocation of staff or materials. All prices are quoted in pounds sterling and may be subject to VAT where applicable. The price quoted will normally reflect the information provided at the time of booking and may be revised if the actual work differs materially from the estimate.

Payment must be made using the methods accepted at the time of booking. If an invoice is issued, it should be paid by the date shown on the invoice. Failure to pay on time may result in suspension of further services, cancellation of recurring visits, and recovery action for outstanding sums. We reserve the right to charge reasonable interest and costs for overdue accounts, in line with applicable law. If a chargeback or payment dispute is raised without a genuine reason, we may suspend service until the matter is resolved.

If the customer requests additional tasks during the visit, these may be accepted at our discretion and charged as extra work. Any extra charge will depend on the time required, the staff needed, and the materials used. Discounts, promotions, or package prices apply only as stated and may be withdrawn or amended for future bookings. Payment of an invoice, deposit, or final balance confirms acceptance of the service provided unless a written complaint is made within a reasonable period after completion.

Cancellations, Rescheduling, and Access Issues

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated at the time of booking, we ask for at least 24 hours’ notice for standard appointments. Where less notice is given, we may charge a cancellation fee to cover reserved time, staff allocation, and administrative costs. For larger, specialist, or repeated bookings, a longer notice period may be required and will be communicated in advance.

If we arrive at the property and are unable to enter because access has not been arranged, keys are unavailable, security procedures have not been completed, or the person responsible for entry is absent, the booking may be treated as a late cancellation and charged accordingly. The same applies if the premises are unsafe, excessively cluttered, or otherwise unsuitable for cleaning to begin as agreed. If we are delayed because of circumstances beyond our reasonable control, we will attempt to notify the customer and rearrange where practical, but we are not liable for indirect losses arising from the delay.

We may also cancel or reschedule a booking if we believe that continuing would present a health and safety risk, if the customer has provided inaccurate information that materially affects the service, or if there is a failure to comply with these terms. In such circumstances, we will act reasonably and, where appropriate, offer an alternative appointment or refund any sums paid for work not carried out. However, we are not responsible for any consequential loss caused by the cancellation where it results from the customer’s own act, omission, or breach of these terms.

Liability

We will carry out all services with reasonable care and skill, but our liability is limited to loss or damage directly caused by our negligence, breach of contract, or wilful misconduct. 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. Subject to that, we shall not be responsible for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.

The customer is responsible for informing us of any known risks before work begins, including fragile surfaces, hidden damage, faulty fittings, unstable fixtures, water ingress, pre-existing stains, or items requiring delicate handling. We are not liable for deterioration resulting from wear and tear, age, poor maintenance, unsuitable materials, or defects already present. Where damage occurs and is attributed to our work, the customer must notify us promptly and provide reasonable evidence so that the matter may be investigated. Our liability, where established, may be limited to the reasonable cost of repair, replacement, or re-performance of the affected part of the service.

We do not accept responsibility for loss or damage to items that are not disclosed, not secured, or left in unsafe positions. Where the customer asks us to use products or methods that are not recommended by the manufacturer or that conflict with our professional judgment, any resulting issues are at the customer’s risk. Any claims must be made within a reasonable time after the service and before the affected item is altered, repaired, or disposed of, unless this would be unreasonable in the circumstances.

Waste Regulations and Disposal

All waste handling connected to the cleaning service must comply with applicable UK waste regulations. We will not remove, transport, or dispose of hazardous waste, clinical waste, asbestos, solvents, chemicals, sharps, pressurised containers, or any material requiring a licensed specialist unless this has been expressly agreed and handled in accordance with the law. The customer must inform us in advance if any waste material may be hazardous or regulated. If such waste is discovered during the visit, we may pause the service and request further instruction or refuse to handle the material.

Ordinary cleaning waste, such as packaging, disposable cloths, dust, and non-hazardous debris, may be collected and removed only where this forms part of the agreed service or where disposal is lawful and practical. The customer remains responsible for ensuring that waste is stored, separated, and presented in a lawful manner and that any required permissions for disposal are in place. We reserve the right to decline any disposal request that would place us in breach of environmental or waste-handling laws, or that could create a risk to staff, the public, or the environment.

If the service includes clearing items from a property, the customer must specify whether items are to be cleaned, moved, stored, recycled, donated, or disposed of. We do not guarantee the final destination of waste or unwanted items unless this has been specifically agreed in writing. The customer acknowledges that legal duties relating to waste classification, transfer, and disposal may apply and that it is their responsibility to provide accurate descriptions of materials requiring attention. Any illegal dumping request will be refused and may be reported where required by law.

Complaints, Termination, and General Provisions

Any complaint about the service should be raised as soon as possible and, where practical, before the property is altered, re-cleaned by another provider, or materially changed. This helps us inspect the issue and determine whether a remedy is appropriate. If a complaint is upheld, we may, at our discretion, re-perform the relevant part of the service, offer a partial refund, or agree another fair resolution. No remedy will be provided for issues caused by inaccurate information, denied access, conditions outside our control, or matters excluded under these terms.

We may terminate or suspend services if you breach these terms, fail to pay sums due, repeatedly cancel bookings at short notice, or behave in a way that endangers staff or interferes with the service. The customer may also end a recurring arrangement by giving the agreed notice period. Termination does not affect rights or obligations that arose before the termination date, including payment obligations, liability provisions, and any claims already accrued.

Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal provisions provide otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. The headings are for convenience only and do not affect interpretation.