Cleaning Lady London Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaning Lady London provides domestic and commercial cleaning services within its operating area. By making a 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 expressions have the meanings set out below:

Client refers to any individual, business, or organisation requesting or receiving cleaning services from Cleaning Lady London.

Company, we, us, or our refers to Cleaning Lady London as the cleaning service provider.

Services refers to any cleaning or related services provided by the Company, including but not limited to regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning and related tasks agreed with the Client.

Booking refers to a confirmed request by the Client for Services on a particular date and time, whether on a one-off or recurring basis.

2. Scope of Services

The Company will provide the Services as agreed with the Client at the time of booking. The specific tasks, duration and frequency of the Services will be set out during the booking process. The Company reserves the right to refuse any work which, in its reasonable opinion, is unsafe, unlawful, or beyond the scope of typical cleaning services.

Any additional tasks or significant variations to the agreed Services must be requested in advance and may be subject to additional charges. The Company does not undertake specialist cleaning such as the removal of hazardous materials, structural repairs, or tasks requiring specialist equipment or licensing, unless expressly agreed in writing.

3. Booking Process

3.1 A Booking is created when the Client submits a request for Services and the Company confirms acceptance of that request. Confirmation may be provided in writing or through the booking system used by the Company.

3.2 The Client is responsible for providing accurate information during the booking process, including the service address, type and size of property, preferred date and time, any access instructions, and any relevant details relating to the condition of the property.

3.3 The Company may adjust the quoted duration or price if the information provided by the Client is materially inaccurate or incomplete. Where possible, any such adjustment will be communicated to the Client prior to the start of the Services.

3.4 Bookings are subject to availability. The Company does not guarantee the availability of specific time slots or particular cleaners. However, reasonable efforts will be made to accommodate the Client’s preferences where possible.

3.5 The Client must ensure safe and timely access to the property at the agreed time. If access is not available, or if the cleaner is unable to gain entry, the visit may be treated as a late cancellation and a fee may apply as set out in these terms.

4. Service Area

The Company operates within a defined service area. Bookings outside this area may be declined or subject to additional travel charges, which will be communicated to the Client before the Booking is confirmed. The Company reserves the right to amend its service area from time to time.

5. Pricing and Payments

5.1 Prices for Services are generally based on hourly rates or fixed fees for specific service packages. The applicable rates or fixed fees will be communicated to the Client at the time of booking.

5.2 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as specified by the Company.

5.3 Payment terms will be confirmed during the booking process. The Company may require payment in advance, at the time of booking, or immediately upon completion of the Services, depending on the type of service and the Client’s account status.

5.4 The Company accepts various forms of payment, which may include bank transfer, card payment or other cashless methods. The available options will be notified to the Client. The Company may, at its discretion, refuse certain methods of payment.

5.5 For recurring services, the Client authorises the Company to take payment in accordance with the agreed schedule. If payment is not received on time, the Company reserves the right to suspend or cancel future Bookings until outstanding amounts are settled.

5.6 If any payment is returned, reversed, or declined, the Client remains responsible for the full amount due and any reasonable charges incurred in recovering the debt.

6. Cancellations, Rescheduling and Access

6.1 The Client may cancel or reschedule a Booking by providing notice within the minimum time frame specified by the Company at the time of booking. If sufficient notice is provided, no cancellation fee will usually be charged.

6.2 If the Client cancels or reschedules a Booking without the required notice, the Company may apply a late cancellation fee. The amount of this fee will typically correspond to some or all of the expected service charge and will be communicated to the Client in advance as part of the booking terms.

6.3 If the cleaner attends the property and is unable to gain access, or if the Client is not present where required to provide access, the visit may be treated as a late cancellation and a fee may be charged.

6.4 The Company may cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to staff sickness, severe weather, transport disruption, or safety concerns. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer to reschedule the Booking. The Company will not be liable for any losses arising from such cancellations or rescheduling.

7. Client Obligations

7.1 The Client must provide a safe working environment for the cleaner, including safe access to the property, adequate lighting, and access to electricity and water where required.

7.2 The Client must inform the Company of any risks, hazards, or specific requirements relating to the property, including alarm systems, security features, delicate surfaces, fragile items, or areas that require special care.

7.3 The Client is responsible for securing valuable, fragile, or irreplaceable items prior to the start of the Services. The Company accepts no liability for damage to or loss of such items where reasonable precautions have not been taken.

7.4 Where the Client provides cleaning products or equipment, the Client is responsible for ensuring that these are safe, suitable for the tasks requested, and in good working order. The Company is not liable for any injury or damage arising from the use of defective or inappropriate products or equipment supplied by the Client.

8. Quality of Service and Complaints

8.1 The Company aims to provide a high standard of cleaning services. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, ideally within 24 hours of the visit.

8.2 Where a complaint is justified and relates directly to the quality of the Services provided, the Company may, at its discretion, offer a re-clean of the relevant areas or another form of reasonable resolution. Any re-clean must normally be carried out within a reasonable period of the original service date.

8.3 The Company’s liability in respect of any complaint shall be limited as set out in the liability section of these Terms and Conditions.

9. Liability and Insurance

9.1 The Company will exercise reasonable skill and care in providing the Services. However, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the value of the particular Booking during which the incident occurred or a reasonable sum as determined by the Company.

9.2 The Company shall not be liable for any indirect, consequential, or purely economic losses, including loss of profit, loss of opportunity, or loss of reputation.

9.3 The Company is not liable for normal wear and tear, pre-existing damage, or deterioration that could not reasonably have been prevented by the Company. The Client is responsible for notifying the Company of any items or surfaces that may be particularly susceptible to damage or that require special cleaning methods.

9.4 The Company maintains appropriate insurance cover for its cleaning operations, subject to the terms, conditions, and exclusions of the relevant policy or policies. Details of cover may be provided upon reasonable request.

10. Waste Handling and Environmental Considerations

10.1 The Company complies with applicable regulations relating to waste and environmental protection. Cleaners will dispose of general household waste generated during the course of cleaning using the Client’s designated bins and recycling facilities where available.

10.2 The Company does not remove large quantities of waste, bulky items, construction debris, hazardous materials, clinical waste, or any other waste streams that require specialist handling or disposal under applicable regulations. The Client is responsible for arranging suitable collection or disposal of such materials.

10.3 The Client must inform the Company in advance if any area to be cleaned may contain substances that are regulated or hazardous. The Company reserves the right to refuse to handle any waste or material which, in its reasonable opinion, presents a risk to health, safety, or the environment.

10.4 Where environmentally friendly products and methods are requested, the Company will use reasonable endeavours to accommodate such requests, subject to availability and suitability for the tasks required.

11. Keys, Security and Confidentiality

11.1 If the Client provides keys or access codes to the Company, these will be stored and used with reasonable care. The Client must not provide access details without proper authority and must notify the Company promptly if any keys or codes need to be changed or withdrawn.

11.2 The Company will take reasonable steps to ensure that personal information and details of the Client’s property are kept confidential and used only for the purpose of providing the Services and managing the Client relationship, subject to any legal obligations to disclose information to authorities.

12. Health and Safety

12.1 The Company is committed to maintaining high health and safety standards. Cleaners are instructed to follow reasonable safety procedures and to refuse tasks that would put them or others at risk.

12.2 The Client must not request or insist on any tasks that contravene reasonable health and safety practices, such as climbing on unsuitable furniture or equipment, handling hazardous substances, or operating unsafe appliances.

13. Changes to Terms and Conditions

13.1 The Company may update or amend these Terms and Conditions from time to time. The most current version will apply to all new Bookings made after the date on which the updated Terms and Conditions come into effect.

13.2 Where changes are material and affect ongoing recurring services, the Company will provide reasonable notice to the Client. Continued use of the Services after such notice will constitute acceptance of the updated Terms and Conditions.

14. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services provided 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 such dispute or claim, subject to any mandatory rights the Client may have under consumer law.

15. General Provisions

15.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

15.2 No waiver by the Company of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.

15.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the provision of the Services.

15.4 These Terms and Conditions, together with any specific terms agreed during the booking process, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions or understandings.