Terms And Conditions

Cleaner Surrey Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Surrey provides cleaning and related services to domestic and commercial customers in the United Kingdom. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking or allowing work to commence.

1. Definitions

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

Customer means the individual, business, or organisation requesting or receiving services from Cleaner Surrey.

Cleaner means any employee, worker, subcontractor, or representative engaged by Cleaner Surrey to carry out services.

Services means any cleaning or associated services provided by Cleaner Surrey, including but not limited to regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and related tasks as agreed with the Customer.

Premises means the property, building, or area where the Services are to be carried out.

Agreement means the contract between Cleaner Surrey and the Customer, comprising these Terms and Conditions and any written or verbal confirmation of a booking.

2. Scope of Services

Cleaner Surrey will provide the Services as agreed with the Customer during the booking process. The scope, frequency, and duration of the Services will be confirmed before commencement of work. Any specific tasks, priorities, or access requirements should be clearly communicated by the Customer at the time of booking.

Services are delivered on the understanding that the Premises are in a generally safe and accessible condition. Cleaner Surrey reserves the right to refuse or suspend Services where conditions are unsafe, unhygienic to a hazardous degree, or where access is not reasonably available.

3. Booking Process

3.1 The Customer may request a booking by contacting Cleaner Surrey and providing accurate details, including the address of the Premises, type of property, approximate size, required Services, and preferred dates and times.

3.2 Cleaner Surrey will provide an indication of availability and either a fixed price or an estimate based on the information provided. Any estimate may be adjusted if the information supplied by the Customer is incomplete or inaccurate, or if the actual condition of the Premises differs materially from that described.

3.3 A booking will be confirmed only when Cleaner Surrey issues a verbal or written confirmation and, where required, the Customer has paid any applicable deposit. At that point, a binding Agreement is formed, and these Terms and Conditions apply.

3.4 The Customer is responsible for ensuring that any necessary permissions or consents for access to the Premises are obtained prior to the date of the Services.

4. Access and Customer Obligations

4.1 The Customer must provide safe and timely access to the Premises at the agreed time. If the Customer fails to provide access or the Premises are not available for any reason attributable to the Customer, Cleaner Surrey may charge a call-out or cancellation fee as described in the cancellation section of these Terms and Conditions.

4.2 The Customer must ensure that electricity, water, and adequate lighting are available at the Premises during the provision of the Services, unless otherwise agreed.

4.3 The Customer must secure all valuables and fragile items prior to the Cleaner attending. While reasonable care is taken, the Customer is responsible for identifying any items that are particularly delicate, valuable, or at risk of damage.

4.4 The Customer must disclose any known health and safety risks at the Premises, including hazardous materials, unsafe structures, or any specific allergies or sensitivities that may affect the choice of cleaning products.

5. Pricing and Payments

5.1 Prices for the Services may be quoted as a fixed fee, hourly rate, or a combination of both. All prices will be communicated to the Customer before the booking is confirmed.

5.2 Unless explicitly stated, all prices are in pounds sterling and are exclusive or inclusive of any applicable taxes according to current legislation. Cleaner Surrey will clarify the tax position at the time of quotation.

5.3 Cleaner Surrey reserves the right to review and adjust prices periodically, for example to reflect changes in labour costs, materials, or operational expenses. Any price change affecting regular or future bookings will be notified to the Customer in advance, and the Customer may cancel future bookings if they do not wish to accept the revised pricing.

5.4 Payment terms will be communicated at the time of booking. Payment may be required in advance, on the day of the Services, or within a specified period after completion. For ongoing or contract work, Cleaner Surrey may issue regular invoices.

5.5 Accepted payment methods will be confirmed by Cleaner Surrey and may include bank transfer, card payment, or other non-cash methods. The Customer must ensure that full payment is made by the due date stated on any invoice or confirmation.

5.6 If payment is not received by the due date, Cleaner Surrey may charge interest on the overdue amount and may suspend or cancel further Services until outstanding sums are paid in full.

6. Cancellations, Rescheduling, and Late Access

6.1 The Customer may cancel or reschedule a booking by giving notice to Cleaner Surrey. Specific notice periods and any associated charges will be stated at the time of booking and may vary depending on the type and size of the scheduled work.

6.2 If the Customer cancels or reschedules without giving the required notice, Cleaner Surrey reserves the right to charge a cancellation fee, which may be up to the full price of the booked Services, especially where significant time has been reserved or special arrangements made.

6.3 If the Cleaner is unable to gain access to the Premises at the agreed time, or the Premises are not ready for the Services for reasons attributable to the Customer, this may be treated as a late cancellation, and a call-out or cancellation fee may apply.

6.4 Cleaner Surrey may cancel or reschedule a booking in circumstances beyond its reasonable control, such as severe weather, illness, transport disruption, or other operational issues. In such cases, Cleaner Surrey will seek to rearrange the visit as soon as reasonably possible and will not be liable for any indirect loss resulting from the cancellation or delay.

7. Service Standards and Complaints

7.1 Cleaner Surrey aims to provide Services with reasonable skill and care, consistent with professional standards for cleaning services in the United Kingdom.

7.2 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue as soon as possible, ideally within 24 hours of the work being carried out. Cleaner Surrey will investigate and, where appropriate, may arrange a re-clean of the affected areas or another reasonable remedy.

7.3 The Customer agrees to give Cleaner Surrey a fair opportunity to inspect and rectify any issues before arranging third-party remedial work or withholding payment. Failure to do so may limit Cleaner Surrey's ability to resolve the matter.

8. Customer Property, Keys, and Security

8.1 Where the Customer provides keys, access codes, or security devices, Cleaner Surrey will take reasonable steps to keep them secure and use them only for the purpose of providing the Services.

8.2 The Customer must ensure that any alarm systems or security procedures are clearly explained. Cleaner Surrey will not be liable for any costs arising from miscommunication where access instructions are unclear or incomplete.

8.3 The Customer is responsible for ensuring that any valuable items are stored safely. Cleaner Surrey will not accept liability for loss of items that are not suitably secured or that were not reasonably identifiable as valuable.

9. Liability and Limitations

9.1 Cleaner Surrey will be liable for direct loss or damage to the Customer's property only where such loss or damage is caused by the negligence of Cleaner Surrey or its Cleaners.

9.2 Cleaner Surrey will not be liable for normal wear and tear, pre-existing damage, deterioration due to age or defect, or damage that arises from the use of unsuitable cleaning products already present at the Premises and requested by the Customer.

9.3 Cleaner Surrey will not be liable for any indirect or consequential loss, including loss of profit, loss of use, loss of opportunity, or any loss arising from delays or cancellations beyond its reasonable control.

9.4 The Customer must report any damage or loss alleged to have been caused by Cleaner Surrey as soon as reasonably practicable and, in any event, within a reasonable period after becoming aware of it. Cleaner Surrey may request evidence, including photographs or access for inspection.

9.5 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 lawfully be excluded or limited under UK law.

10. Use of Cleaning Products and Equipment

10.1 Cleaner Surrey may use its own cleaning products and equipment or may, where agreed, use items provided by the Customer. Where the Customer supplies products or equipment, the Customer is responsible for ensuring that they are safe, suitable, and in good working order.

10.2 The Customer must inform Cleaner Surrey in advance of any allergies, sensitivities, or preferences regarding cleaning products so that appropriate alternatives can be considered.

10.3 Cleaner Surrey reserves the right to refuse to use any product or piece of equipment that it considers unsafe or unsuitable for the intended task.

11. Waste Handling and Environmental Regulations

11.1 Cleaner Surrey will comply with applicable UK waste and environmental regulations relating to the handling and disposal of waste generated during the provision of Services.

11.2 Unless expressly included in the agreed scope of Services, the removal and off-site disposal of waste, rubbish, or unwanted items from the Premises is not included. Where such removal services are agreed, they will be subject to additional charges and any specific regulatory requirements.

11.3 The Customer is responsible for ensuring that any hazardous, clinical, or specialist waste is identified and managed in accordance with applicable regulations. Cleaner Surrey will not handle or dispose of such waste unless specifically contracted to do so and legally authorised and equipped for the task.

11.4 Where recycling or segregation of waste is required, the Customer should provide appropriate containers and instructions. Cleaner Surrey will use reasonable efforts to follow any agreed environmental practices, provided they are compatible with legal and safety requirements.

12. Health and Safety

12.1 Cleaner Surrey will take reasonable steps to ensure that Services are provided in a safe manner and in accordance with applicable health and safety legislation.

12.2 The Customer must co-operate with Cleaner Surrey in matters relating to health and safety, including keeping walkways clear, ensuring that pets or children do not interfere with the work, and notifying Cleaner Surrey of any specific hazards.

12.3 Cleaner Surrey may withdraw Cleaners from any situation where they reasonably believe there is a risk to health or safety. In such cases, Cleaner Surrey may treat the visit as a chargeable attendance.

13. Data Protection and Privacy

13.1 Cleaner Surrey will process personal data relating to the Customer in accordance with applicable UK data protection laws. Information will be used for the purposes of managing bookings, providing Services, processing payments, and handling queries or complaints.

13.2 Cleaner Surrey will take reasonable measures to keep personal data secure and will not sell or share it with third parties except where necessary to deliver the Services, comply with legal obligations, or with the Customer's consent.

14. Termination of Ongoing Services

14.1 For regular or contract cleaning arrangements, either party may terminate the Agreement by giving the notice period specified at the time of booking or, if no period was specified, by giving reasonable notice.

14.2 Cleaner Surrey may terminate the Agreement immediately if the Customer fails to pay sums due, behaves abusively towards Cleaners or staff, creates unsafe conditions, or otherwise commits a serious breach of these Terms and Conditions.

14.3 Termination does not affect any rights or obligations that have already arisen, including the Customer's obligation to pay for Services already provided.

15. Changes to These Terms and Conditions

15.1 Cleaner Surrey may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or operational requirements.

15.2 The latest version of the Terms and Conditions will apply to all new bookings. For ongoing or contract Customers, Cleaner Surrey will notify material changes, and continued use of the Services after notification will constitute acceptance of the updated terms.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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, the Services, or any related matters.

17. General Provisions

17.1 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 be deemed deleted, but the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by Cleaner Surrey in exercising any right or remedy shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent the further exercise of that or any other right or remedy.

17.3 The Agreement is between Cleaner Surrey and the Customer. No other person shall have any rights to enforce any of its terms.

17.4 These Terms and Conditions, together with any written or verbal confirmation of booking, constitute the entire agreement between Cleaner Surrey and the Customer regarding the Services and supersede any prior discussions, representations, or understandings.