Stockwell Cleaner Service Terms and Conditions

These Terms and Conditions govern all cleaning services provided by Stockwell Cleaner to its customers in the United Kingdom. By making a booking, requesting a quotation, or permitting cleaners to attend your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means any individual, business, or organisation that books or receives cleaning services from Stockwell Cleaner.

Company means Stockwell Cleaner, the provider of cleaning services.

Services means any cleaning, related labour, or associated services supplied by the Company to the Customer.

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

Cleaner means any person or contractor assigned by the Company to carry out the Services.

2. Scope of Services

The Services offered by the Company generally include domestic cleaning, end of tenancy cleaning, one-off cleaning, regular scheduled cleaning, and related cleaning activities as agreed at the time of booking. The exact scope of work, including any special instructions or focus areas, will be agreed between the Customer and the Company during the booking process.

The Company reserves the right to decline or discontinue any service where the Premises are unsafe, contain hazardous materials, or where conditions are unsuitable for proper delivery of the Services.

3. Booking Process

Bookings may be made by the Customer through the Company’s accepted booking channels. By submitting a booking request, the Customer confirms that all information provided is accurate and complete, including address details, access arrangements, and the general condition of the Premises.

All bookings are subject to availability and are not confirmed until the Customer has received explicit confirmation from the Company. The Company may offer a preferred date and time, but this will be subject to cleaner availability and operational constraints.

The Customer must disclose any specific requirements at the time of booking, including the size of the Premises, number of rooms and bathrooms, presence of pets, and any particular cleaning priorities. Failure to provide accurate details may result in additional charges, extended cleaning time, or the need to reschedule.

The Company may request a minimum booking duration for certain types of Services. If, upon arrival, the Cleaner considers that the booked time is insufficient to complete the requested scope of work, the Company will either limit the work to what is reasonably achievable within the booked duration or seek the Customer’s agreement to extend the time at the applicable rate.

4. Access to the Premises

The Customer is responsible for ensuring that the Cleaner has safe and timely access to the Premises at the agreed date and time. This may include providing keys, key codes, or arranging someone to be present when the Cleaner arrives.

Where keys are supplied to the Company, they will be coded and stored securely. The Company accepts no responsibility for any pre-existing issues with locks, doors, alarms, or access systems. The Customer must ensure that any alarm systems are disarmed or that access instructions have been provided in advance.

If the Cleaner is unable to gain access to the Premises at the agreed time, or if access is delayed by more than 20 minutes due to circumstances within the Customer’s control, the Company may treat the visit as a late cancellation and charge a fee in accordance with the cancellation terms set out in these conditions.

5. Customer Obligations

The Customer agrees to provide a safe working environment for the Cleaner, including adequate lighting, running water, and access to electrical outlets. Any equipment or materials provided by the Customer must be safe, in good working order, and suitable for the requested Services.

The Customer must ensure that all valuable, fragile, or irreplaceable items are safely stored away before the Cleaner attends. The Customer is responsible for notifying the Company of any items that require special care or that should not be cleaned.

The Customer undertakes not to solicit, employ, or engage any Cleaner working for or contracted by the Company on a private basis during the period of engagement and for a period of six months thereafter. If the Customer breaches this obligation, the Company reserves the right to charge a referral or introduction fee.

6. Equipment and Materials

The Company will generally supply cleaning products and basic equipment necessary to carry out the Services, unless otherwise agreed. In some circumstances, such as specialist surfaces or customer preferences, the Customer may be asked to supply specific products.

The Customer must inform the Company of any surfaces, finishes, or items that require the use of specialist or manufacturer-approved cleaning products. The Company will not be liable for damage where the Customer has failed to inform the Company of such requirements.

7. Prices and Payment Terms

Prices for Services will be provided to the Customer in advance of booking and may be based on an hourly rate, a fixed fee, or a combination of both. Quotations are given in good faith based on the information supplied by the Customer and may be revised if the actual condition or size of the Premises differs significantly from that described.

Unless otherwise stated, all prices are inclusive of standard equipment, cleaning products, and taxes applicable at the time of booking. Should any change in the applicable tax rate occur, the Company reserves the right to adjust prices accordingly.

Payment is due in accordance with the payment terms communicated to the Customer before or at the time of booking. The Company may require advance payment or a deposit to secure the booking, with the balance payable on completion of the Services or in accordance with an agreed schedule for regular cleaning arrangements.

The Company accepts a range of common payment methods. Cash payments, where permitted, should not be handed directly to individual Cleaners as personal payments; all payments must be made in accordance with the Company’s instructions so that they can be properly recorded.

If payment is not received by the due date, the Company reserves the right to suspend further Services, charge interest on overdue amounts at a reasonable rate, and recover any costs associated with debt collection or enforcement.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice to the Company. For one-off or end of tenancy cleans, the Company generally requires at least 48 hours notice prior to the scheduled start time. For regular cleaning services, the required notice period will be communicated to the Customer at the commencement of the service.

Where the required notice is not given, the Company reserves the right to charge a late cancellation fee, typically equivalent to some or all of the booked service charge. This is to cover administrative costs and time reserved for the Customer that cannot reasonably be reallocated at short notice.

If the Cleaner is unable to attend due to illness, transport failure, or other unforeseen circumstances, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company’s liability in such circumstances will be limited to providing a rescheduled visit or a refund of any pre-paid amount for the missed booking.

9. Service Quality and Complaints

The Company aims to deliver Services to a professional standard. The Customer should inspect the work as soon as possible after completion and notify the Company promptly of any concerns or issues with the quality of the cleaning.

Any complaint should be raised within 24 hours of the Service being carried out so that the Company has a reasonable opportunity to investigate and, where appropriate, rectify the issue. Complaints raised outside this period may not be accepted as the Company may no longer be in a position to verify the condition of the Premises.

Where a complaint is justified, the Company may offer to re-clean the affected area, provide a partial refund, or otherwise agree a remedy with the Customer. The choice of remedy will be at the Company’s discretion, taking into account the nature of the complaint and the circumstances of the booking.

10. Liability and Insurance

The Company holds appropriate liability insurance in connection with the Services it provides. Evidence of insurance may be made available to the Customer on reasonable request.

While every care will be taken, the Company will not be liable for normal wear and tear, pre-existing damage, deterioration caused by age or condition, or defects in materials, surfaces, or fittings that become apparent during cleaning. The Company will also not be responsible for damage resulting from the use of faulty or unsuitable products or equipment supplied by the Customer.

The Company’s total liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the value of the specific service visit during which the event giving rise to the claim occurred, except where such limitation is not permitted by law.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited.

11. Exclusions and Limitations

The Company does not undertake to move large or heavy furniture, lift fitted carpets, or clean areas that are not safely accessible. The Services do not include the cleaning of external areas at height, specialist restoration works, or the removal of substances that may pose a health risk unless explicitly agreed in writing.

The Company will not be responsible for any loss of profit, loss of business, or any indirect or consequential losses suffered by the Customer arising from or in connection with the Services.

12. Waste Management and Environmental Regulations

The Company complies with applicable UK waste and environmental regulations relevant to its operations. During the provision of Services, general household waste and recyclable materials may be bagged and placed in the Customer’s designated bins for collection in accordance with local authority rules.

The Company does not provide commercial waste collection or disposal services and will not remove waste from the Premises beyond small quantities of standard cleaning waste, such as used cloths or empty product containers generated by the Company’s own activities.

The Customer is responsible for ensuring that any special, hazardous, or regulated waste at the Premises is disclosed to the Company in advance and is stored or handled in accordance with applicable law. The Company will not handle or dispose of hazardous materials, including but not limited to asbestos, clinical waste, chemical waste, or sharp objects, unless there is a separate explicit agreement that complies with relevant regulations.

13. Health and Safety

The Company is committed to maintaining high standards of health and safety for both Customers and Cleaners. Cleaners will follow appropriate safety procedures while on the Premises, and the Customer agrees to support these measures, including keeping children and pets away from areas where cleaning chemicals are in use.

If at any time a Cleaner considers that the Premises are unsafe or that continuing work would pose a risk to health, the Cleaner may suspend or stop work, and the Company will notify the Customer. In such cases, the Company may reschedule or cancel the booking, and any charges will be discussed with the Customer taking into account the circumstances.

14. Privacy and Data Protection

The Company may collect and process personal data about the Customer in order to manage bookings, provide Services, handle payments, and respond to enquiries or complaints. The Company will handle such data in accordance with applicable UK data protection law.

Personal information will be used only for legitimate business purposes and will not be sold to third parties. It may be shared with Cleaners and service providers where necessary to deliver the Services or to comply with legal obligations.

15. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in its business practices, legal requirements, or operational needs. The current version will apply to any new or renewed bookings made after the date of the update.

Where a change significantly affects ongoing regular cleaning arrangements, the Company will provide reasonable notice to the Customer. Continued use of the Services after such notice will constitute acceptance of the updated terms.

16. 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 parties agree that 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.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be severed from the remaining terms, which will continue to be valid and enforceable to the fullest extent permitted by law.

18. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations, or agreements, whether oral or written.

Any variation of these Terms and Conditions shall be effective only if agreed in writing by the Company.