Terms And Conditions

Ruislip Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Ruislip Cleaner provides cleaning and related services to domestic and commercial clients. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below.

Client means the individual or business who requests or receives services from Ruislip Cleaner.

Company, we, us, our means Ruislip Cleaner, the provider of cleaning and related services.

Services means any cleaning or associated service supplied by the Company to the Client.

Premises means the property, home, office or other location where the Services are to be carried out.

Booking means a confirmed request for Services made by the Client and accepted by the Company.

2. Scope of Services

The Company provides domestic and commercial cleaning and related services within its designated service area. The specific Services to be delivered will be agreed with the Client at the time of booking and may include, among other things, regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning and related tasks.

The Company reserves the right to refuse or discontinue any Service where, in its reasonable opinion, the work requested is unsafe, inappropriate for our staff, outside the scope of our usual operations, or in breach of applicable laws or regulations.

3. Booking Process

All Services must be booked in advance. Bookings may be requested through our online forms or other booking channels made available by the Company from time to time.

When requesting a Booking, the Client must provide accurate and complete information, including the Premises address, type of property, approximate size or number of rooms, preferred dates and times, and any specific Service requirements. The Company may ask additional questions to assess the scope of work.

A Booking is only confirmed when the Company has accepted it and communicated confirmation to the Client. Provisional quotes or availability information do not constitute acceptance. The Company may decline or amend a Booking request at its discretion, including where staffing or scheduling constraints apply.

The Client is responsible for ensuring that access arrangements to the Premises are clearly agreed at the time of booking. If keys or access codes are to be used, the Client must ensure that they are valid and in working order on the day of the Service.

4. Estimates and Pricing

Prices for Services may be provided as hourly rates, fixed fees, or as a combination of both depending on the nature of the work. Any verbal or written indication of pricing provided before a visit is an estimate based on the information supplied by the Client.

The Company reserves the right to adjust the price if, upon arrival at the Premises, the actual condition, size or content of the property differs significantly from the description provided at the time of booking, or if additional tasks are requested. In such cases the Company will seek the Client's approval before proceeding on the revised basis where practicable.

Prices are quoted inclusive or exclusive of VAT according to applicable law and the Company's tax status. If VAT or any other tax becomes applicable, it will be added to the price as required by law.

5. Access to Premises

The Client must ensure that the Premises are accessible at the agreed start time. This may include the Client being present to allow entry or providing the Company with keys, access codes, or entry instructions in advance.

Where keys are provided, the Company will take reasonable care to safeguard them while they are in the Company's possession. Keys will be stored securely when not in use and returned to the Client or to a nominated location as agreed. The Company is not responsible for any delays arising from incorrect or non-functioning keys or access details.

If the cleaning team is unable to gain access to the Premises at the scheduled time due to circumstances within the Client's control, a call-out or cancellation fee may apply as set out in the cancellation section of these Terms and Conditions.

6. Client Responsibilities

The Client must ensure that the Premises are in a safe and suitable condition for the Company to carry out the Services. This includes, where applicable, keeping pets under control, removing sharp or hazardous objects from accessible areas, and informing the Company of any known risks, fragile items or special instructions prior to the Service.

The Client should ensure that there is running water and electricity available at the Premises during the Service, unless otherwise agreed in advance. Where essential utilities are not available and this prevents completion of the work, the Company may treat the appointment as a late cancellation and charge a fee.

The Client is responsible for securing any valuable, delicate or irreplaceable items. The Company recommends that such items are stored safely away from the areas to be cleaned.

7. Payments and Invoicing

Payment terms will be communicated at the time of booking. The Company may require payment in advance, on the day of Service, or within a specified period after the invoice date, depending on the nature and frequency of the Services and whether the Client is a domestic or commercial customer.

Accepted payment methods will be specified by the Company and may include bank transfer, card payment or other recognised payment options. Cash may be accepted only where specifically agreed, and the Client should request a receipt if required.

For regular cleaning contracts, the Company may issue invoices in advance or on a periodic basis. Invoices are payable by the due date shown. If payment is not received on time, the Company may suspend Services, apply interest or late payment fees in accordance with applicable law, and take reasonable steps to recover the outstanding sums.

The Client is responsible for ensuring that any standing orders, bank transfers or card details provided are accurate and that sufficient funds are available to meet payments when due.

8. Cancellations and Rescheduling

If the Client needs to cancel or reschedule a Booking, the Client must provide as much notice as reasonably possible. The Company operates a notice period for cancellations, which will be stated in the booking confirmation or service agreement.

Where cancellation or rescheduling occurs with less than the required notice period, the Company reserves the right to charge a cancellation fee, which may be a fixed fee or a percentage of the expected Service charge. This is to cover administrative costs and loss of appointment time.

If the cleaning team arrives at the Premises and is unable to gain access, or if the Client cancels at the door, this may be treated as a late cancellation and the full or a substantial portion of the Service fee may be payable.

The Company may cancel or reschedule a Booking where necessary due to staff illness, severe weather, safety concerns, operational issues or other circumstances beyond its reasonable control. In such cases, the Company will notify the Client as soon as practicable and offer an alternative appointment. The Company is not liable for any indirect costs or losses arising from such cancellations.

9. Service Standards and Complaints

The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Service, the Client should contact the Company promptly, ideally within 24 hours of completion of the work, so that any issues can be investigated.

Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, offer a re-clean of the affected areas or an appropriate partial refund. Any remedy will take into account the nature of the complaint, the extent of the issue, and whether the Client provided accurate information and reasonable access.

The Company is not obliged to provide any remedy where the Client reports issues significantly after the Service date, where the Premises have been used or occupied in the interim, or where the problem arises from circumstances outside the control of the Company.

10. Liability and Insurance

The Company will exercise reasonable care while providing the Services. However, the Company is not liable for normal wear and tear, pre-existing damage, or any deterioration arising from the ordinary use of cleaning materials and equipment on surfaces that are suitable for such use.

The Client must inform the Company of any surfaces, finishes or items that may be particularly delicate, damaged, or unsuitable for standard cleaning products or methods. The Company accepts no liability for damage that occurs because the Client failed to provide such information or where items have inherent defects.

The Company's liability for any proven loss or damage arising from its negligence in connection with the Services is limited, to the maximum extent permitted by law, to the lesser of the cost of repair or replacement of the affected item or the total fees paid by the Client for the relevant Service appointment.

The Company does not accept liability for any indirect, consequential or economic losses, including loss of profit, loss of business, loss of data, or loss of opportunity.

The Company maintains public liability insurance and, where relevant, employer's liability insurance to cover its legal responsibilities in providing the Services. Details of insurance cover can be made available upon reasonable request.

11. Damage, Breakages and Loss

Any accidental damage or breakage caused by the Company's staff during the provision of Services must be reported to the Company as soon as reasonably practicable, and in any case within a reasonable time after the appointment. The Client should not attempt to repair or replace items without first giving the Company the opportunity to inspect and respond.

In assessing claims, the Company may request photographs, receipts, valuations or other evidence of the condition and value of the damaged item. The Company is not responsible for damage to items that are loose, poorly fixed, already worn or faulty, including but not limited to blinds, fixtures, handles, and decorative items.

The Company is not liable for any alleged loss of cash, jewellery, documents, or other valuables that are not securely stored. The Client is advised to ensure that such items are kept in a safe place and not left in areas where the Services are being carried out.

12. Health, Safety and Waste Regulations

The Company will provide Services in accordance with applicable health and safety laws and will take reasonable steps to protect the safety of its staff, the Client and any other persons at the Premises.

The Client must not request the Company to handle, clean or dispose of any material that is hazardous, illegal, or subject to specialist disposal requirements, such as clinical waste, sharps, asbestos, certain chemicals, or controlled substances. The Company reserves the right to refuse to deal with any such materials and to withdraw Services if necessary for safety or legal reasons.

General household waste, bagged refuse and recyclables will be handled only where this forms part of the agreed Services and in accordance with relevant waste regulations. The Company is not a licensed waste carrier and will not remove large quantities of waste, bulky items, construction debris or similar materials from the Premises. Such waste remains the responsibility of the Client to dispose of through appropriate channels.

Where the Services include tasks relating to bins or waste containers, such as wiping or moving bins, the Client must ensure that they are not overfilled, unsafe to move or contaminated with hazardous materials.

13. Cleaning Products and Equipment

The Company may supply its own cleaning products and equipment, or may agree to use products and equipment provided by the Client, as confirmed at the time of booking. If the Client requires specific products to be used, the Client must inform the Company in advance and supply such products where necessary.

The Company will not be responsible for any damage or unsatisfactory results arising from the use of products supplied or specified by the Client, including natural or specialist products that may be less effective or unsuitable for certain surfaces.

Where the Client provides equipment such as vacuum cleaners or steam cleaners, the Client must ensure that the equipment is safe, in good working order and compliant with relevant safety requirements. The Company is not liable for any defects in Client-supplied equipment.

14. Keys, Security and Confidentiality

Any keys or access codes entrusted to the Company will be handled responsibly and used only for the purpose of providing the Services. The Company will not label keys with the full Premises address.

The Company will treat Client information, including details of the Premises and any access arrangements, as confidential and will not disclose such information except where necessary to provide the Services, where required by law, or where authorised by the Client.

15. Force Majeure

The Company is not liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, power outages, public transport disruption, strikes, pandemics, government restrictions, or emergencies affecting staff or the Premises.

16. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, operational practices or service offerings. The latest version will apply to new Bookings and to ongoing Services after the Client has been notified of the changes or where the updated Terms and Conditions are made available in a reasonable manner.

17. 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 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 provision of the Services, subject to any mandatory rights the Client may have as a consumer under applicable law.

18. Severability

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

19. Entire Agreement

These Terms and Conditions, together with any written service confirmation or agreement issued by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any previous understanding, communication or representation, whether oral or written, regarding the subject matter.

By placing a Booking or using the Services of Ruislip Cleaner, the Client confirms that they have read, understood and agreed to these Terms and Conditions.