Flat Cleaners London Service Terms and Conditions

These Terms and Conditions set out the basis on which Flat Cleaners London provides cleaning services to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means any person, company or organisation that requests, books or receives services from Flat Cleaners London.

Company means Flat Cleaners London, the cleaning services provider.

Services means any cleaning or related services supplied by the Company to the Client.

Cleaner means any person or contractor engaged by the Company to perform the Services.

Service Area means the areas in and around London where the Company agrees to provide the Services from time to time.

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

2. Scope of Services

The Company provides professional cleaning services at residential and commercial premises within its Service Area. The specific type of service, such as regular domestic cleaning, end of tenancy cleaning, one-off deep cleaning, after-builders cleaning or office cleaning, will be set out in the booking confirmation.

The Company will perform the Services with reasonable skill and care, using appropriately trained Cleaners and commonly accepted cleaning methods. Unless otherwise agreed in writing, the Company will supply standard cleaning materials and equipment suitable for the Services booked.

3. Booking Process

3.1 Bookings may be requested through the Companys online forms or other booking channels made available by the Company. All bookings are subject to acceptance and availability.

3.2 When requesting a booking, the Client must provide accurate information about the Premises, including approximate size, number of rooms, accessibility, parking availability and any specific cleaning requirements. The Company relies on this information to estimate the duration, resources and price for the Services.

3.3 A booking will be deemed confirmed only when the Company has provided a booking confirmation, which may include the date, time, service type, estimated duration and price. Provisional quotes or availability checks do not constitute a confirmed booking.

3.4 The Company reserves the right to refuse any booking or to cancel a booking where the Premises are outside the current Service Area or where the Services requested are not suitable for the Premises or cannot reasonably be performed.

4. Access to the Premises

4.1 The Client is responsible for providing the Cleaner with timely and safe access to the Premises at the agreed start time. Access may be provided by attendance in person, by key collection or by another access arrangement agreed in advance with the Company.

4.2 If the Cleaner is unable to gain access or is unreasonably delayed in starting the Services due to access issues, the Company may charge a call-out fee or the full service fee, at its discretion, to cover the time and costs incurred.

4.3 The Client must ensure that electricity, running water, adequate lighting and safe working conditions are available throughout the cleaning session. If these are not available, the Company may cancel or suspend the Services and charge a cancellation fee.

5. Client Obligations

5.1 The Client must remove or secure valuables, personal belongings and fragile items before the Cleaner begins work. The Company recommends that any irreplaceable or high-value items are stored securely and not left in areas scheduled for cleaning.

5.2 The Client must notify the Company in advance of any known hazards, defects, sensitive surfaces or special instructions relating to the Premises, such as delicate flooring, damaged fixtures or restricted areas.

5.3 The Client should ensure that pets are safely secured or supervised and do not interfere with the Cleaner in carrying out the Services.

6. Pricing and Payments

6.1 The price for the Services will normally be provided as a quote based on the information given by the Client. The Company reserves the right to adjust the price if the information provided is incomplete, inaccurate or if the condition or size of the Premises requires additional time, Cleaners or materials.

6.2 Unless otherwise stated, all prices are quoted in pounds sterling and include applicable taxes.

6.3 The Company may require full or partial payment in advance to secure the booking. Any such requirement will be communicated to the Client at the time of booking.

6.4 Where payment is not taken in advance, the Client must pay in full on completion of the Services or within the payment terms specified on the invoice. Payment methods will be stated in the booking confirmation or invoice.

6.5 If payment is not received by the due date, the Company may charge late payment interest and administrative fees and may suspend or cancel future services until all outstanding amounts are paid in full.

7. Cancellations and Amendments

7.1 The Client may cancel or reschedule a booking by giving the Company prior notice within the minimum notice period specified at the time of booking. Where sufficient notice is given, any pre-paid amounts may be applied to a future booking or refunded, subject to any applicable fees.

7.2 If the Client cancels or reschedules a booking with less than the required minimum notice period, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the scheduled Services. This is to cover allocated staff time and lost appointment opportunities.

7.3 The Company may cancel or reschedule a booking by giving reasonable notice to the Client, such as in cases of staff illness, severe weather, transport disruption, safety concerns or circumstances beyond the Companys control. In such cases, the Company will offer an alternative appointment. Where no alternative can be agreed, any pre-paid amounts for the affected booking will be refunded.

8. Duration and Service Time

8.1 Any times or durations given for the Services are estimates only and may vary depending on the actual condition of the Premises, access, and specific Client requirements.

8.2 Fixed-price services are based on the agreed scope of work rather than the number of hours worked. If the Premises are exceptionally soiled or larger than described, the Company may, after consultation with the Client, amend the scope, charge an additional fee or extend the duration.

9. Quality and Complaints

9.1 The Company aims to deliver Services to a professional standard. If the Client is not satisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the Services.

9.2 Where a complaint is received within this period and is reasonably justified, the Company may offer to re-clean the relevant area or provide an appropriate remedy. Access to the Premises must be granted for any re-clean to be carried out.

9.3 The Companys liability will be limited to the reasonable cost of re-performing the Services or issuing a partial or full refund, as set out in these Terms and Conditions.

10. Liability and Insurance

10.1 The Company maintains appropriate insurance cover in respect of public liability and, where applicable, employer liability in connection with the provision of the Services.

10.2 The Company will not be liable for normal wear and tear, pre-existing damage, defects, discolouration or any damage that results from the Clients failure to follow these Terms and Conditions or to provide accurate information about the Premises and their condition.

10.3 The Company will not be responsible for any loss or damage to items that are inherently fragile, poorly secured, of sentimental value only or of high value where the Client has not notified the Company in advance and taken appropriate steps to protect such items.

10.4 The Company will not be liable for any indirect, consequential or economic loss, including loss of profits, loss of business or loss of opportunity, arising out of or in connection with the provision of the Services.

10.5 The Companys total liability for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, will be limited to the total amount paid by the Client for the specific Services giving rise to the claim.

11. Waste and Rubbish Regulations

11.1 The Company complies with applicable UK waste regulations relating to the handling and disposal of waste generated in the course of providing the Services.

11.2 The Services do not include the removal or transport of large volumes of household waste, construction debris, hazardous materials, clinical waste or any items that require a licensed waste carrier, unless explicitly agreed in advance and priced separately.

11.3 The Client is responsible for ensuring that any waste left at the Premises can lawfully be placed in the Clients domestic or commercial waste containers or collection facilities. The Company will not be responsible for waste collection from the property by local authorities or private contractors.

11.4 The Cleaner may, as part of the normal cleaning service, gather and place non-hazardous household waste in the Clients bins or agreed waste receptacles. The Client must ensure that bins and receptacles are suitable, accessible and comply with local collection rules.

11.5 The Company reserves the right to refuse to handle or dispose of any waste that is considered unsafe, hazardous or outside the scope of standard cleaning services.

12. Health and Safety

12.1 The Company is committed to operating in a manner that protects the health and safety of its staff, Clients and others who may be affected by its activities.

12.2 The Cleaner may refuse to perform any task that they reasonably consider unsafe or beyond the scope of normal cleaning services, such as moving excessively heavy furniture, working at dangerous heights or handling dangerous substances.

12.3 The Client must not request the Cleaner to undertake any activity that contravenes health and safety regulations or the Companys policies.

13. Keys and Security

13.1 Where the Client provides keys or access codes for the Premises, the Company will take reasonable steps to ensure their safekeeping and confidentiality.

13.2 The Company accepts no liability for any loss or damage arising from keys or access codes provided to the Cleaner, unless such loss is directly caused by the Companys negligence.

14. Force Majeure

14.1 The Company will not be liable for any failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control. Such events may include extreme weather, transport disruption, strikes, pandemics, power failures or other circumstances affecting the availability of staff or access to the Premises.

15. Variations to Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings and to ongoing services where reasonably notified to the Client.

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 the Services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 the provision of the Services.

17. Severability

17.1 If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary or severed, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions, together with any service description or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior agreements, understandings or arrangements, whether written or oral.