Tenancy Cleaning London Service Terms and Conditions
These Terms and Conditions set out the basis on which Tenancy Cleaning London provides professional cleaning services to residential and commercial clients. 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. 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 means any individual, company or other entity who requests, books, or receives cleaning services from Tenancy Cleaning London.
Company means Tenancy Cleaning London, the provider of cleaning services.
Services means any cleaning services provided by the Company, including but not limited to end of tenancy cleaning, pre-tenancy cleaning, move-in and move-out cleaning, and related ancillary services.
Premises means the property or location where the Services are to be performed.
Operative means any employee, contractor, or representative engaged by the Company to deliver the Services.
2. Scope of Services
The Company provides professional tenancy and related cleaning services at properties located within its designated service areas in and around London. The specific tasks to be carried out will depend on the type of service selected and any agreed extras confirmed at the time of booking.
A standard end of tenancy clean typically includes general cleaning of rooms, kitchens, bathrooms, internal windows, and common areas. Specialist tasks such as carpet or upholstery cleaning, external window cleaning, waste removal, gardening, or deep appliance cleaning may be offered as add-ons where available and only when explicitly agreed in the booking confirmation.
The Company reserves the right to decline or discontinue any Service if the Premises present a health and safety risk, if access is not provided as agreed, or if the condition of the Premises significantly differs from the description provided at the time of booking.
3. Booking Process
3.1 Bookings can be made by the Client through the Companys chosen communication channels. When placing a booking, the Client must provide accurate and complete information, including property type, size, number of rooms and bathrooms, condition, and any specific requirements.
3.2 All bookings are subject to availability. The Company will confirm the booking by issuing a booking confirmation, which may include the date and time of the Service, a description of the Services, and the quoted price. A booking is considered accepted only when such confirmation has been provided by the Company.
3.3 The Company may request photographs, inventories, or other supporting information to better assess the work required. The Client is responsible for ensuring that any information shared is accurate and up to date.
3.4 The Client must ensure that adequate access and parking arrangements are available at the Premises at the agreed time. Any parking fees or access charges are the responsibility of the Client and may be added to the final invoice where applicable.
4. Pricing and Quotations
4.1 Prices are generally based on factors including the size and type of the property, the scope of work required, and the condition of the Premises as described by the Client at the time of booking.
4.2 Any price provided before the inspection of the Premises is an estimate based on the information supplied by the Client. The Company reserves the right to amend the price if the information provided proves to be inaccurate, incomplete, or misleading, or if the actual condition of the Premises requires significantly more time or resources than reasonably anticipated.
4.3 If additional charges are required, the Company will, where reasonably possible, notify the Client before proceeding. If the Client does not agree to any variation in price, the Company may decline to carry out part or all of the Services, in which case a call-out or cancellation fee may apply.
5. Payments
5.1 Payment terms will be specified at the time of booking. The Company may require full or partial payment in advance, or on completion of the Service, depending on the nature of the booking and the Clients status.
5.2 The Company accepts payment through approved methods, which may include card payments, bank transfers, or other recognised payment services. Cash payments may be accepted only where explicitly agreed in advance.
5.3 Where a deposit is required, the booking will not be confirmed until the deposit has been received. Deposits are generally non-refundable except as required by law or where otherwise stated in these Terms and Conditions.
5.4 All amounts are due by the agreed date. If payment is not received when due, the Company reserves the right to charge interest on overdue amounts and to suspend or cancel any future Services for the Client.
5.5 For commercial Clients, additional written terms relating to invoicing and credit periods may apply. In the absence of such written terms, payment is due on the day of service completion.
6. Cancellations and Rescheduling
6.1 The Client may cancel or reschedule a booking by providing notice to the Company. The amount of notice required and any applicable charges will depend on the timing of the cancellation.
6.2 If the Client cancels more than 48 hours before the scheduled start time, any pre-paid amounts may be refunded or applied to a future booking at the Companys discretion, subject to any non-refundable charges disclosed at the time of booking.
6.3 If the Client cancels or reschedules within 48 hours of the scheduled start time, the Company reserves the right to charge a late cancellation fee, which may be up to 50 percent of the total service price.
6.4 If the Client cancels or fails to provide access on the day of the Service, the Company reserves the right to charge the full service price. Failure to provide access includes, without limitation, incorrect address details, no one available to grant entry, locked or obstructed access, or refusal of entry.
6.5 The Company may cancel or reschedule a booking in case of operational issues, staff illness, unsafe conditions, extreme weather, or other events beyond its reasonable control. In such cases, the Company will make reasonable efforts to offer an alternative time or date. If no alternative is acceptable, the Client will be entitled to a refund of any pre-paid amounts for the affected booking.
7. Client Obligations and Access
7.1 The Client must ensure that the Premises are accessible at the agreed time and that there is running water, electricity, and adequate lighting available for the duration of the Service.
7.2 The Client must remove any valuables, important documents, cash, and highly fragile items before the arrival of the Operatives. The Company will not be responsible for moving heavy furniture or objects unless specifically agreed in advance.
7.3 The Client is responsible for ensuring that all personal belongings and non-fixed items are removed or stored safely if they should not be cleaned. The Company is not liable for damage to items left in areas scheduled for cleaning which reasonably appear to form part of the Premises.
7.4 For end of tenancy cleaning, the Client should ensure that the Premises are vacated or largely empty so that the Operatives can access all areas that require cleaning. If the property is excessively cluttered or occupied during the cleaning, the Company may not be able to complete all agreed tasks.
8. Quality of Service and Complaints
8.1 The Company aims to provide services with reasonable care and skill. If the Client is dissatisfied with the quality of the Service, the Client must notify the Company as soon as possible, and in any case within 24 hours of the Service completion for end of tenancy cleaning.
8.2 Where a complaint is received within the relevant period and is considered reasonable, the Company may arrange a free re-clean of the affected areas, provided that the Premises remain vacant or in a similar condition as at the time of the original Service. Re-cleans are offered as a remedy at the Companys discretion and do not entitle the Client to a full or partial refund unless required by law.
8.3 The Company is not responsible for failure to remove permanent stains or damage that cannot be remedied by conventional cleaning methods. This includes, without limitation, long-standing limescale, ingrained mould, permanent carpet stains, burns, and wear and tear.
9. Liability and Limitations
9.1 The Company will take reasonable care when providing the Services. However, the Companys liability for any loss or damage arising from the provision of the Services is limited to the value of the individual booking under which the claim arises.
9.2 The Company is not liable for:
a. Normal wear and tear or pre-existing damage or defects at the Premises.
b. Discolouration or damage arising from the use of cleaning products on surfaces or fabrics that are unsuitable or have not been disclosed as delicate by the Client.
c. Loss of profit, loss of opportunity, or any indirect or consequential loss suffered by the Client.
9.3 The Client must report any alleged damage or loss to the Company within 24 hours of the Service. The Client must provide reasonable evidence, including photographs and any relevant receipts or reports.
9.4 Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
10. Waste Handling and Environmental Regulations
10.1 The Company complies with relevant UK regulations regarding waste handling and disposal. Standard tenancy cleaning services do not include large-scale waste removal, disposal of furniture, construction debris, or hazardous materials.
10.2 The Client is responsible for ensuring that general household waste and unwanted items are removed from the Premises, other than small amounts of ordinary waste that may be generated during cleaning activities. Where the Company agrees to remove waste, such removal may be subject to additional charges.
10.3 The Company will not handle or remove hazardous waste, including but not limited to medical waste, sharps, chemicals, asbestos, or materials contaminated with bodily fluids beyond minor household incidents. If such materials are discovered, the Company may suspend the Service and charge a reasonable call-out fee.
10.4 Where possible and appropriate, the Company will use environmentally considerate products and methods. However, in some cases more intensive cleaning agents may be required to achieve acceptable results, particularly in kitchens, bathrooms, and heavily soiled areas.
11. Insurance
11.1 The Company maintains appropriate insurance cover for public liability and, where applicable, employers liability, in line with industry standards for cleaning services.
11.2 On request, and where reasonably practicable, the Company may provide basic confirmation of its current insurance arrangements. Insurance is subject to policy terms, conditions, and exclusions set by the relevant insurer.
12. Force Majeure
12.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, strikes, pandemics, accidents, transport disruption, or failures of utilities.
12.2 In the event of force majeure, the Company may suspend the Services for the duration of the event, or offer to reschedule the booking. Any pre-paid amounts for Services not provided may be refunded or applied to a future booking at the Companys discretion.
13. Data Protection and Privacy
13.1 The Company will handle personal data of Clients in accordance with applicable data protection laws in the United Kingdom. Information collected from Clients will be used for the purpose of managing bookings, providing Services, processing payments, and improving operations.
13.2 The Client is responsible for ensuring that the Company may use the contact details provided to communicate regarding bookings, amendments, and feedback.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. The most recent version will apply to new bookings made after the date of publication.
14.2 For ongoing or recurring services, the Company will notify the Client of any significant changes to the Terms and Conditions that may affect their rights or obligations.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 their subject matter.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services, except where additional written agreements are entered into for specific commercial arrangements.