Tooting Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Tooting Cleaners provides cleaning services to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below.
Customer means any individual, company or organisation that requests or receives cleaning services from Tooting Cleaners.
Company means Tooting Cleaners, the provider of cleaning services.
Services means any cleaning or related services supplied by the Company to the Customer, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and related tasks agreed with the Customer.
Premises means the property or location at which the Services are to be performed.
Operative means any cleaner, contractor, or representative engaged by the Company to provide the Services.
2. Scope of Services
The Company provides a range of professional cleaning services across its designated service area. The specific Services, frequency, and scope will be confirmed with the Customer during the booking process. The Company reserves the right to decline or amend any booking where the requested work is unsafe, impractical, or outside the usual scope of domestic or commercial cleaning.
Any additional tasks requested on the day of service that were not included in the original booking are subject to the Operative’s discretion and time availability. Additional tasks may incur extra charges, which will be agreed in advance wherever reasonably possible.
3. Booking Process
3.1 Bookings can be made by the Customer through the Company’s accepted communication channels. When making a booking, the Customer must provide accurate information about the Premises, including property size, condition, and any particular areas of concern.
3.2 All bookings are subject to availability. The Company will confirm the appointment date, time window, and indicative duration. Any confirmation given by the Company constitutes an offer to provide Services under these Terms and Conditions.
3.3 The Customer is responsible for ensuring that there is reasonable access to the Premises at the agreed time. If the Operative cannot gain access due to keys not being available, incorrect access details, or the Customer not being present where required, this may be treated as a late cancellation and a fee may be charged.
3.4 The Company may request photographs or additional information before confirming certain services, such as deep cleans or end of tenancy cleans, to ensure the quoted price and time estimate are appropriate.
4. Pricing and Quotations
4.1 Prices may be based on hourly rates, fixed package rates, or a combination of both, depending on the type of service. The applicable pricing structure will be explained to the Customer at the time of booking.
4.2 Any quotation provided by the Company is based on the information supplied by the Customer and on the Company’s experience of similar properties. If, upon arrival, the Operative finds that the Premises are significantly different from the description provided, the Company reserves the right to adjust the price, the scope of work, or the estimated time required.
4.3 Unless otherwise stated, prices include labour and basic cleaning materials provided by the Company. If the Customer requests the use of specific or specialist products, this may incur extra charges or may need to be supplied by the Customer.
4.4 The Company reserves the right to amend its prices and promotional offers at any time. Changes will not affect confirmed bookings unless notified and agreed in advance with the Customer.
5. Payments and Invoicing
5.1 Payment terms will be confirmed at the time of booking. The Company may require payment in advance, at the time of service, or on invoice for approved commercial clients.
5.2 The Company accepts commonly used payment methods that will be specified during the booking process. Cash payments, where accepted, must be made directly to the Operative or as instructed by the Company.
5.3 Where payment is due on invoice, invoices must be settled within the payment period stated on the invoice. If no period is specified, payment is due within 7 calendar days from the invoice date.
5.4 The Company reserves the right to charge interest and reasonable administration fees on overdue amounts. Continued non-payment may result in suspension or termination of Services and may be referred to a third-party collection agency.
5.5 The Customer must not withhold payment due to minor issues that can be remedied. Any concerns with the Service should be reported as set out in these Terms, and the Company will make reasonable efforts to rectify them.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise agreed, a minimum of 24 hours notice before the scheduled start time is required to avoid a cancellation fee.
6.2 If the Customer cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the booked Service, to cover the Operative’s time and associated costs.
6.3 If the Operative is unable to gain access to the Premises at the scheduled time due to reasons within the Customer’s control, the visit may be treated as a late cancellation and the applicable fee may be charged.
6.4 In the event of severe weather, transport disruption, illness, or other circumstances beyond the Company’s control, the Company may need to cancel or reschedule a booking. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company is not liable for any losses arising from such cancellations or delays.
7. Customer Obligations
7.1 The Customer must ensure that the Premises are safe and accessible for the Operatives to carry out the Services. This includes providing adequate lighting, ventilation, and access to running water and electricity.
7.2 The Customer is responsible for securing or removing valuable, fragile, or sentimental items prior to the commencement of the Service. The Company does not accept responsibility for items not suitably secured or declared to be fragile.
7.3 The Customer must inform the Company in advance of any known hazards at the Premises, including but not limited to faulty electrics, loose flooring, structural defects, or the presence of hazardous substances.
7.4 Where the Customer supplies any cleaning products or equipment, it is the Customer’s responsibility to ensure that such products are safe, suitable for their intended use, and in full working order. The Company shall not be liable for any damage or injury arising from defective products or equipment supplied by the Customer.
8. Health, Safety and Waste Regulations
8.1 The Company and its Operatives comply with applicable health and safety legislation and guidelines. Operatives may refuse to carry out any task that they consider unsafe or unsanitary, or that falls outside normal cleaning activities.
8.2 The Company is not licensed to remove certain categories of waste, including clinical, hazardous, or builder’s waste. The Customer must not request the removal or handling of waste that is restricted by law, including but not limited to needles, medical waste, asbestos, chemical containers, or similar items.
8.3 General household rubbish may be bagged and left in the Customer’s designated domestic waste receptacles. Large items, electrical goods, or bulky waste remain the Customer’s responsibility and will not be removed by the Company unless expressly agreed and permitted by relevant regulations.
8.4 Where the Service includes garden or exterior cleaning, any green waste or non-domestic waste must be managed in accordance with local waste regulations. Unless specifically agreed, the Company will not remove waste from the Premises and will place bagged waste in the Customer’s bins or a suitable agreed area.
9. Keys and Security
9.1 If the Customer provides keys or access codes to the Company, these will be handled with reasonable care. Keys may be coded or stored securely when not in use. The Customer is responsible for informing the Company of any changes to locks, alarm codes, or access arrangements.
9.2 The Company is not responsible for any alarm or security system charges that arise due to incorrect or incomplete information provided by the Customer. The Customer should ensure that the Operatives are given clear and accurate instructions for operating any alarms where necessary.
10. Quality of Service and Complaints
10.1 The Company aims to provide Services to a professional standard. If the Customer is dissatisfied with any aspect of the work, they must notify the Company as soon as possible and, in any event, within 24 hours of the Service.
10.2 Where a complaint is received within this period and is considered reasonable, the Company may offer to rectify the issue by arranging a re-clean of the affected area, subject to access being provided. Any re-clean is at the Company’s discretion and constitutes the Customer’s sole remedy in relation to service quality.
10.3 The Customer agrees to allow the Company an opportunity to inspect and rectify any alleged deficiency before arranging third parties or carrying out work themselves. The Company will not be liable for the cost of remedial work carried out by others if the Company has not first been given a reasonable opportunity to address the issue.
11. Liability and Limitations
11.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.
11.2 The Company shall not be liable for normal wear and tear, pre-existing damage, or deterioration of surfaces and materials that may become apparent during cleaning. Certain items, such as aged paintwork, loose grout, or brittle plastics, may be prone to damage despite reasonable care.
11.3 The Company is not liable for damage where the Customer has not followed the Company’s recommendations, has supplied unsuitable products or equipment, or has failed to inform the Company of specific material sensitivities.
11.4 In the event of proven damage caused by the Company’s negligence, the Company may, at its option, repair the item, arrange a replacement of similar value, or compensate the Customer for the reasonable cost of repair or replacement, taking into account the age and condition of the item.
11.5 The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity arising out of or in connection with the Services.
11.6 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited or excluded.
12. Insurance
The Company maintains appropriate insurance cover in relation to its Services and Operatives, in accordance with applicable legal requirements and industry practice. Details of insurance cover can be made available to the Customer upon reasonable request.
13. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. This includes, but is not limited to, extreme weather, public transport disruption, strikes, utility failures, or public health restrictions.
14. Termination of Services
14.1 Either party may terminate an ongoing regular service arrangement by giving reasonable written notice, usually not less than one week, unless otherwise agreed.
14.2 The Company may suspend or terminate Services immediately if the Customer fails to pay sums due, behaves abusively towards Operatives, requests unsafe or unlawful tasks, or otherwise breaches these Terms and Conditions.
15. Privacy and Confidentiality
The Company respects the privacy of its Customers and will handle personal information in accordance with applicable data protection laws. Customer details are used only for managing bookings, providing Services, and related administrative purposes. The Company will not disclose personal information to third parties except where necessary to provide the Services, comply with legal obligations, or with the Customer’s consent.
16. Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or the nature of the Services. The most current version will apply to new bookings. For ongoing regular services, the Company will take reasonable steps to notify Customers of any material changes.
17. 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 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.
By placing a booking with Tooting Cleaners, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
