Roehampton Cleaner Terms and Conditions of Service

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

1. Definitions

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

a. Company means Roehampton Cleaner, the provider of cleaning services.

b. Client means any individual, business, or organisation that requests or uses our services.

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

d. Services means any cleaning, housekeeping, or related services provided by the Company.

e. Booking means a confirmed request by the Client for the Company to provide services at a specific time and place.

f. Operative means a cleaner or other worker engaged by the Company to carry out the services.

2. Scope of Services

2.1 The Company provides domestic and commercial cleaning services, which may include regular cleaning, one-off deep cleans, end of tenancy cleans, after-builders cleans, and other related services as agreed with the Client.

2.2 The exact scope of the services, including the tasks to be performed, frequency, duration, and any special instructions, will be agreed at the time of booking and confirmed by the Company.

2.3 The Company reserves the right to decline any booking that falls outside its standard service capabilities or may present a health, safety, or legal risk.

3. Booking Process

3.1 Bookings can be requested through the Companys accepted communication channels as stated on its official materials, including online forms or written confirmations.

3.2 When making a booking, the Client must provide accurate and complete information, including the Premises address, access details, size and condition of the Premises, desired services, preferred dates and times, and any specific requirements.

3.3 All bookings are subject to availability and are not confirmed until the Company has issued a booking confirmation.

3.4 The Company may request photographs, inventories, or lists of priorities to assess the work required and to allocate appropriate time and resources.

3.5 For end of tenancy, post-construction, or deep cleans, the Company may provide an estimated time and price based on the information supplied by the Client. If upon arrival the Premises are substantially different from the description, the Company may revise the booking, duration, or price before starting work.

4. Access to the Premises

4.1 The Client is responsible for providing safe and timely access to the Premises at the agreed time.

4.2 Access can be provided by the Client being present, by leaving keys with a designated person, or by using a secure key safe or concierge service, as agreed in advance.

4.3 If the Operative is unable to gain access due to incorrect information, absence of keys, or any other reason within the Clients control, the visit may be treated as a late cancellation and subject to charges as set out in the cancellation section.

4.4 The Client must ensure that the Premises have working electricity, running water, and adequate lighting. If such essentials are not available, the Company may cancel or rebook the service and charge a reasonable fee.

5. Client Obligations

5.1 The Client must provide a safe working environment for the Operatives, free from hazards, harassment, or abuse.

5.2 The Client shall inform the Company of any health and safety risks, fragile items, alarms, or restricted areas within the Premises before the service commences.

5.3 The Client is responsible for securing valuable, delicate, or irreplaceable items. The Company will not be liable for loss or damage to items that have not been properly stored or disclosed as delicate.

5.4 The Client shall not directly employ, contract, or otherwise engage any Operative introduced by the Company for separate work outside of the Companys arrangements for a period of 12 months after the last service. If the Client breaches this clause, the Company may charge a reasonable introduction fee to cover its losses.

6. Equipment and Materials

6.1 For domestic services, the Company may use its own cleaning materials and equipment or may, by prior agreement, use those provided by the Client.

6.2 Where Client-supplied products or equipment are used, the Client is responsible for ensuring they are safe, in good working order, and suitable for the surfaces to be cleaned.

6.3 The Company accepts no liability for damage caused by defective equipment or unsuitable products supplied by the Client.

7. Payments and Pricing

7.1 Prices for services will be communicated to the Client before the booking is confirmed. Prices may be based on hourly rates, fixed fees, or a combination of both.

7.2 The Company reserves the right to review and adjust its prices from time to time. Any changes to pricing for ongoing regular services will be communicated to the Client in advance.

7.3 Payment terms will be indicated at the time of booking and may include payment in advance, payment on the day of service, or invoicing with a specified due date for commercial Clients.

7.4 The Company accepts only the payment methods it has expressly stated in its official materials. Cash handling, where permitted, should be agreed in advance.

7.5 If payment is not received by the due date, the Company reserves the right to suspend or cancel further services and to charge interest on outstanding amounts at the statutory rate permitted under UK law.

7.6 Any discounts or promotional offers are conditional on the terms set out in the relevant promotion and may be withdrawn at any time at the Companys discretion.

8. Cancellations and Rescheduling

8.1 The Client may cancel or reschedule a booking by giving notice to the Company within the minimum notice period specified at the time of booking.

8.2 If the Client cancels or reschedules with less than the agreed minimum notice, the Company may charge a late cancellation fee, which may be up to the full cost of the scheduled service, to cover the Operatives lost time and administrative costs.

8.3 If the Operative is unable to attend due to illness, emergency, or other unforeseen circumstances, the Company will notify the Client as soon as reasonably possible and offer an alternative appointment or replacement Operative where feasible.

8.4 The Company reserves the right to cancel or terminate any booking at its sole discretion, including if it considers the Premises unsafe, the conditions unreasonable, or the Client in breach of these Terms and Conditions. In such cases, the Company will, where appropriate, refund any advance payments for services not performed, less any reasonable costs incurred.

9. Service Standards and Complaints

9.1 The Company aims to provide services with reasonable care and skill and to a standard consistent with the cleaning industry in the local area.

9.2 If the Client is dissatisfied with any aspect of the service, the Client must notify the Company within 24 hours of the service being performed, providing details and, where possible, photographs.

9.3 Upon receiving a complaint, the Company will investigate and may, at its discretion, offer a re-clean of the affected areas or another appropriate remedy. This is subject to the Client allowing reasonable access to the Premises.

9.4 The Company will not be responsible for complaints raised outside the specified notification period or where the Client has engaged another provider or carried out further work before inspection by the Company.

10. Liability and Limitations

10.1 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under UK law.

10.2 Subject to clause 10.1, the Companys total liability to the Client in respect of any claim arising from the provision of services shall not exceed the total charges paid or payable by the Client for the specific service in relation to which the claim arose.

10.3 The Company shall not be liable for:

a. Normal wear and tear or deterioration caused by the performance of appropriate cleaning tasks.

b. Pre-existing damage, defects, or stains that cannot be removed or improved by ordinary cleaning methods.