Cleaner Merton Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Merton provides cleaning and related services to residential and commercial customers within Merton and neighbouring areas. 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 expressions have the meanings set out below.

Client or you means the individual, business or organisation that requests, books or receives services from Cleaner Merton.

Company, we or us means Cleaner Merton as the provider of cleaning and related services.

Services means any cleaning or ancillary work carried out by the Company including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office and commercial cleaning, one off cleaning, after builders cleaning, and related tasks agreed in advance.

Operative means any cleaner or subcontractor engaged by the Company to deliver the Services.

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

2. Scope of Services

The Company provides professional cleaning services within Merton and surrounding districts, subject to availability. The exact scope of each booking will be agreed at the time of booking based on the Client's requirements, the condition of the Premises and the time allocated.

Unless expressly agreed otherwise in writing, the Services are provided on a labour time basis and not on a guaranteed task completion basis. The Operatives will use reasonable skill and care to complete the agreed priority tasks within the booked timeframe, but the Company does not guarantee that all requested tasks will be completed if the booked time is insufficient.

Specialist tasks such as exterior window cleaning at height, cleaning of hazardous areas, removal of biohazards, pest infestations, mould remediation or any works requiring specialist licensing, equipment or certification are excluded unless specifically confirmed in advance.

3. Booking Process

Bookings may be made by the Client through the channels made available by the Company from time to time, including online booking forms or written requests. The Client is responsible for providing accurate and complete information when making a booking, including the type and size of the Premises, the required Services, access arrangements and any relevant property conditions.

All bookings are subject to acceptance and confirmation by the Company. A booking will only be treated as confirmed when the Client receives an explicit confirmation of the appointment details from the Company.

The Company reserves the right to refuse any booking where it reasonably believes it cannot safely or effectively provide the Services, or where previous terms have been breached.

4. Access to the Premises

The Client must provide safe and reasonable access to the Premises at the agreed time. This may include arrangements for keys, entry codes, concierge instructions or attendance by the Client or an authorised representative.

If the Operatives are unable to gain access at the scheduled time, or if access is delayed by the Client or third parties, the Company may charge the full booking amount or a reasonable waiting fee, at its discretion. Any additional time required to complete the Services as a result of delayed access may be chargeable.

Keys provided to the Company will be securely stored and identified in a non traceable manner. The Client is responsible for ensuring that any keys or entry details supplied are correct and up to date.

5. Client Obligations

The Client agrees to prepare the Premises for the Services by ensuring a safe environment free from hazards and by removing valuable, delicate or irreplaceable items from areas to be cleaned where reasonably possible.

The Client must ensure that running water, electricity and adequate lighting are available during the appointment. If such utilities are not available, the Company may be unable to complete the Services and may still charge the booked fee.

The Client must inform the Company in advance of any specific risks, sensitivities, special materials, surfaces or items requiring particular care or the avoidance of certain products.

6. Cleaning Products and Equipment

Unless agreed otherwise, the Company will provide standard cleaning products and equipment appropriate for the booked Services. Certain specialist cleaning materials or equipment may incur additional charges, which will be advised in advance where possible.

Where the Client elects for the Operatives to use Client supplied products or equipment, the Client is responsible for ensuring that such products and equipment are safe, in good working order and suitable for the intended use. The Company accepts no liability for any damage or inadequate results directly arising from the use of Client supplied products or equipment.

7. Pricing and Quotations

Prices are generally based on an hourly rate, a fixed price per job or a combination of both, depending on the type of Service. Any price or quotation provided prior to a visit is an estimate based on the information supplied by the Client and is subject to revision if the actual condition or size of the Premises differs materially from the description given.

The Company reserves the right to adjust pricing where additional time, resources or specialised methods are required to complete the work to a reasonable standard, provided that any significant changes will be discussed with the Client wherever practicable.

8. Payments

Unless agreed otherwise in writing, payment is due either at the time of booking, on the day of the Service, or within the credit terms set out on the invoice for business Clients. The Company accepts payment by the methods it designates as available from time to time.

For regular cleaning services, the Company may require payment in advance for each scheduled visit or on a recurring basis. For one off, end of tenancy or deep cleans, a deposit or full prepayment may be required to secure the booking.

If payment is not received by the due date, the Company reserves the right to suspend further Services, charge interest on overdue sums at the maximum rate permitted by law and recover any reasonable costs incurred in pursuing late payment.

9. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the minimum notice period specified by the Company from time to time. As a general guideline, at least 24 hours notice is required for standard appointments and longer notice may be required for larger or specialist jobs.

If the Client cancels or reschedules with insufficient notice, fails to provide access, or otherwise prevents the Service from taking place, the Company may charge a cancellation fee up to the full value of the booked Service to cover administration costs, allocated labour and lost opportunity.

The Company will use reasonable endeavours to accommodate rescheduling requests but does not guarantee availability on alternative dates or times.

10. Changes to Bookings

Any requested changes to the scope, duration or nature of the Services must be agreed with the Company in advance. Where additional time or tasks are agreed, further charges may apply. The Operatives are not authorised to materially alter the agreed scope without prior approval from the Company.

11. Quality and Complaints

The Company aims to provide Services to a professional standard appropriate for domestic and commercial cleaning in the local area. If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as reasonably practicable and in any event within 48 hours of the Service taking place.

Where a complaint is justified, the Company may, at its discretion, offer a re clean of the affected areas, a partial refund or a credit towards future services. This will be the Client's sole and exclusive remedy for any dissatisfaction with the quality of the Services.

12. Liability and Limitations

The Company will exercise reasonable skill and care in providing the Services. However, the Company will not be liable for any loss, damage, cost or expense arising from or in connection with the Services except where caused directly by the negligence or breach of contract of the Company or its Operatives.

The Client must remove or secure cash, jewellery, works of art, antiques, and other valuable or fragile items. The Company is not responsible for normal wear and tear, pre existing damage, latent defects or any deterioration that occurs as a result of normal cleaning processes. The Company is not liable for damage where the surfaces or items are unsuitable for cleaning, inherently weak, improperly installed, or where the Client has not followed the Company's recommendations.

To the fullest extent permitted by law, the Company's total aggregate liability to the Client for all claims arising under or in connection with any Service shall not exceed the total amount paid by the Client for that specific Service. The Company shall not be liable for any indirect, consequential, special or economic loss, loss of profit, loss of opportunity or loss of goodwill.

Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or any other liability that cannot legally be excluded or limited.

13. Insurance

The Company maintains insurance cover appropriate for a cleaning service provider operating in the UK, including public liability insurance, subject to policy terms, conditions and exclusions. Details of insurance coverage are available on request. Insurance claims are subject to the procedures and limitations of the relevant insurer.

14. Waste and Environmental Regulations

The Company will handle waste generated in the course of providing the Services in accordance with applicable UK waste management and environmental regulations. General household or office waste may be placed in the Client's own bins or waste containers on site, where sufficient capacity is available.

The Company does not ordinarily remove waste from the Premises for off site disposal unless this has been expressly agreed and may require additional charges. Where the Company does arrange removal of waste, it will do so in compliance with relevant duty of care obligations and control of waste regulations.

The Client is responsible for ensuring the proper segregation and identification of any hazardous or restricted waste and must not request the Company to handle waste that is hazardous, clinical, toxic or otherwise regulated unless prior written agreement has been obtained.

15. Health and Safety

The Company takes health and safety seriously and will provide Services in a manner consistent with its legal obligations and internal policies. Operatives are instructed not to undertake tasks that may jeopardise their safety or the safety of others, including but not limited to working at unsafe heights, lifting excessively heavy items or operating unsafe equipment.

The Client must ensure that the Premises are reasonably safe, that any hazards are identified and controlled and that pets or other animals are appropriately supervised or contained during the Service.

16. Conduct and Non Solicitation

The Client agrees to treat all Operatives with respect and not to subject them to abuse, discrimination, harassment or unreasonable demands. The Company reserves the right to withdraw Services immediately if Operatives are subjected to inappropriate behaviour.

The Client agrees not to directly employ, engage or solicit any Operative introduced by the Company for cleaning or related services, other than through the Company, during the period of Service and for 12 months thereafter. If the Client breaches this clause, the Company may charge a reasonable introduction fee representing the costs of recruitment and training.

17. Data Protection and Privacy

The Company will process personal data relating to the Client in accordance with applicable UK data protection laws. Personal information will be used for the purposes of managing bookings, delivering Services, taking payment, handling queries and complying with legal obligations. The Company will take reasonable measures to safeguard such data and will not share it with third parties except where necessary to perform the Services, process payments, comply with the law or where the Client has given consent.

18. Variations to Terms

The Company reserves the right to amend these Terms and Conditions from time to time. The latest version will apply to new bookings and to ongoing Services after reasonable notice has been given to the Client. Continued use of the Services following any change shall constitute acceptance of the revised Terms and Conditions.

19. Force Majeure

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, transport disruption, industrial disputes, pandemics, accidents, utility failures, acts of government or other emergencies.

20. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, 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 the Services provided by the Company.

21. Entire Agreement

These Terms and Conditions, together with any specific written agreement or confirmed booking details, constitute the entire agreement between the Client and the Company in relation to the Services. No other terms, conditions, warranties or representations shall form part of the contract unless expressly agreed in writing by the Company.

By proceeding with a booking or using the Services of Cleaner Merton, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.