Terms And Conditions

Richmond Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Richmond Cleaner provides cleaning and related services to domestic and commercial customers within its service areas 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 definitions apply:

Client means the person, company, or organisation booking or receiving services from Richmond Cleaner.

Company means Richmond Cleaner, the provider of cleaning and related services.

Services means any cleaning, housekeeping, end of tenancy cleaning, office cleaning, or related services provided by the Company.

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

Operative means any employee, contractor, or representative of the Company assigned to carry out the Services.

2. Scope of Services

The Company provides professional cleaning and related services for domestic and commercial clients. The specific scope of the Services, including areas to be cleaned, frequency, duration, and any special instructions, will be agreed with the Client at the time of booking.

Any descriptions, checklists, or examples of typical cleaning tasks are for guidance only. The exact tasks carried out will depend on the type of service booked, the condition of the Premises, and the time allocated. Where necessary, the Company may reasonably adjust the scope of work to reflect practical limitations and safety considerations.

3. Booking Process

Bookings may be made through the Company’s accepted communication channels. The Client is responsible for providing accurate information regarding the Premises, type of service required, access instructions, and any special requirements.

A booking is considered provisional until it has been confirmed by the Company. Confirmation may be given electronically or verbally. The Company reserves the right to refuse or cancel any booking where the requested service is not suitable, unsafe, or not reasonably achievable.

For certain services, such as end of tenancy or deep cleaning, the Company may require additional information about the size and condition of the Premises. The Company may revise the quoted price if the information originally provided by the Client was inaccurate or incomplete.

The Client must ensure that suitable access to the Premises is available at the agreed time. If operatives are unable to gain access or are delayed due to access issues caused by the Client, this may be treated as a late cancellation or may incur a waiting fee.

4. Estimates and Pricing

All prices are quoted in pounds sterling and are exclusive of any applicable taxes unless stated otherwise. Any estimate provided by the Company is based on the information supplied by the Client and on typical cleaning times and methods.

Estimates are not a guarantee that a specific number of hours will be required or that particular tasks will be completed. The Company reserves the right to amend the price if the Premises are larger, more heavily soiled, or otherwise different from the description originally provided. In such cases, the Client will be informed and may choose to accept the revised estimate or decline further work.

Additional services requested on the day of the booking may be subject to extra charges and will be provided at the Company’s discretion, subject to time and resource availability.

5. Payments

Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of service, or on invoice, depending on the nature of the service and the Client’s status.

Accepted payment methods will be specified by the Company and may include card payments, bank transfers, or other recognised methods. Cash payments may be accepted only by prior agreement with the Company.

For regular ongoing services, the Company may operate on a recurring billing basis. The Client authorises the Company to collect payment on or after the date of each scheduled visit according to the agreed pricing.

Where payment is not received by the due date, the Company reserves the right to suspend or cancel further services and to charge interest on overdue sums at the statutory rate applicable in the United Kingdom. The Client shall be responsible for all reasonable costs incurred by the Company in recovering overdue amounts, including legal and administrative expenses.

6. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving adequate notice to the Company. The minimum notice period for cancellation or rescheduling will be communicated at the time of booking. Failure to provide the required notice may result in a cancellation fee.

If the Client cancels or reschedules with less notice than required, the Company may charge up to the full cost of the scheduled service, particularly where operatives have been dispatched or reserved exclusively for that booking.

The Company reserves the right to cancel or reschedule a service due to unforeseen circumstances, including but not limited to staff illness, vehicle breakdown, adverse weather, or other events beyond its reasonable control. In such cases, the Company will offer an alternative appointment as soon as reasonably possible. The Company will not be liable for any indirect loss or inconvenience resulting from such changes.

7. Access to Premises and Client Responsibilities

The Client must ensure that operatives have safe and timely access to the Premises at the agreed time. Arrangements for keys, entry codes, parking, and security procedures must be clearly communicated in advance.

The Client is responsible for ensuring that the Premises are reasonably accessible and that any fragile, valuable, or sentimental items are safely stored or clearly identified. The Company recommends that the Client removes or secures any items of particular value or sensitivity before the service starts.

Electricity, hot and cold running water, and adequate lighting must be available at the Premises during the service. If these are not available, the Company may be unable to carry out the service and may treat the visit as a late cancellation.

8. Health, Safety, and Conduct

The Company is committed to ensuring the health and safety of its operatives and Clients. Operatives will follow reasonable safety practices and comply with applicable health and safety regulations.

The Client must not request operatives to undertake any task that is unsafe, illegal, or outside the agreed scope of work. This includes work at excessive heights, work that involves moving particularly heavy furniture without proper equipment, or any activity that could reasonably be considered hazardous.

The Client must treat operatives with respect and must not subject them to abusive, discriminatory, or threatening behaviour. The Company reserves the right to withdraw services immediately where operatives feel unsafe or harassed, and to charge for any part of the service already completed or time lost.

9. Cleaning Standards and Complaints

The Company aims to provide services to a professional standard. If the Client is dissatisfied with any aspect of the service, they should notify the Company as soon as possible, ideally within 24 hours of the visit, giving clear details of the concern.

Where a complaint is justified and relates to the quality of the cleaning, the Company may offer a re-clean of the affected areas or another reasonable remedy, at its discretion. This will normally be offered at no extra charge, provided that the issue is reported promptly and that the Premises have not been further used or altered in a way that affects the original work.

The Company’s obligation is limited to rectifying genuine shortcomings in the service performed. It is not responsible for pre-existing damage, wear and tear, permanent stains, or outcomes that are not achievable due to the condition of surfaces, fixtures, or furnishings.

10. Liability and Limitations

The Company will exercise reasonable care and skill when providing services, but it shall not be liable for any loss or damage except where directly caused by the proven negligence of the Company or its operatives.

The Company’s total liability in respect of any claim arising out of or in connection with the provision of services shall be limited to the value of the specific service in question, or the amount covered by the Company’s insurance policy, whichever is lower.

The Company will not be liable for indirect or consequential losses, including loss of profit, loss of use, loss of opportunity, or any losses arising from delays, cancellations, or rescheduling. The Company will also not be liable for damage caused by defective materials, poor installation, or structural issues that pre-date the service.

The Client is responsible for ensuring that any alarm systems, security devices, and domestic appliances used in connection with the service are in good working order. The Company will not be responsible for any malfunction unrelated to the work actually carried out by its operatives.

11. Damage, Breakages, and Insurance

The Company takes reasonable care when working at the Premises and carries appropriate insurance for its activities. Any alleged damage or breakage must be reported to the Company as soon as reasonably possible, and in any event within 48 hours of the service.

The Company reserves the right to inspect the alleged damage and, where necessary, to arrange for an independent assessment. If damage is confirmed to have been caused by the Company’s negligence, the Company may offer repair, replacement, or a reasonable financial contribution, subject to the terms and limits of its insurance.

The Company will not be responsible for damage resulting from items that are inherently fragile, unsecured, of low structural integrity, or improperly fixed. This includes items such as loose shelves, poorly fitted blinds or curtain rails, brittle ornaments, and items that are not suitable for cleaning with standard products and methods.

12. Waste Regulations and Disposal

The Company complies with applicable waste management and environmental regulations in the United Kingdom. During cleaning, general household or office waste may be collected and placed in the Client’s designated bins or waste containers for routine collection by the local authority or the Client’s waste contractor.

The Company is not a licensed waste carrier for large volumes of waste or for specialist waste streams, including but not limited to construction rubble, hazardous substances, clinical waste, chemical waste, electrical appliances, or large furniture. The Company will not remove such items from the Premises unless explicitly agreed in advance and in compliance with applicable regulations.

Where additional waste removal services are requested and agreed, these may be subject to separate charges and terms. The Client remains responsible for ensuring that any waste left for removal is lawful and safe to handle, and that any required consents or permits are in place.

13. Use of Cleaning Products and Equipment

The Company may use its own cleaning products and equipment or, by agreement, the Client’s supplies. Where the Company uses its own products, it will select appropriate materials for typical domestic and commercial cleaning tasks.

If the Client requests specific products or methods, the Client accepts responsibility for any adverse outcomes arising from their use, provided that the Company has followed the Client’s instructions with reasonable care. The Company cannot guarantee the success of stain removal or other specialist treatments.

Operatives will not use any products that are clearly labelled as hazardous or unsuitable for the intended purpose. The Company may decline to use certain chemicals or tools if they are deemed unsafe or inappropriate.

14. Keys and Security

If the Client provides keys or access codes to the Company, these will be handled with reasonable care and stored securely when not in use. The Company will not label keys with full addresses or other identifying information.

In the unlikely event of loss of keys attributable to the Company, the Company’s liability will be limited to the reasonable cost of key cutting or lock changes, subject to prior approval. The Company will not be responsible for any consequential loss allegedly arising from key or code issues.

15. Data Protection and Privacy

The Company may collect and process personal data relating to the Client in order to manage bookings, deliver services, process payments, and handle enquiries and complaints. Such data will be handled in accordance with applicable data protection laws in the United Kingdom.

The Company will take reasonable measures to protect personal data against unauthorised access, loss, or misuse, and will only share personal data with third parties where necessary for service delivery, legal compliance, or where the Client has given consent.

16. Changes to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in legal requirements, business practices, or the nature of services offered. The current version will apply to all bookings and services. Where changes are material, the Company may provide notice to regular or ongoing Clients.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of services by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

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 provided, without prejudice to any statutory rights the Client may have.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of services, and supersede any previous agreements, understandings, or representations, whether oral or written, relating to the same subject matter.

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.