Kentishtown Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Kentishtown Cleaner provides domestic and commercial cleaning services. By making a booking, confirming a quotation, or allowing our team to start work, you agree to be bound by the terms below. These conditions are intended to create a clear understanding between the customer and the cleaning provider, covering how services are booked, how payments are handled, when cancellations may apply, and the limits of liability that govern our work.

For the purposes of these terms, “we”, “us” and “our” refer to Kentishtown Cleaner, and “you” or “the customer” refers to the individual, business, landlord, tenant, or authorised representative making the booking. These terms apply to all services supplied by Kentishtown Cleaner, whether arranged for one-off work, recurring cleans, end-of-tenancy cleaning, deep cleaning, or other cleaning tasks agreed in writing.

We may update these Terms and Conditions from time to time to reflect changes in our services, business practices, or legal obligations. The version in force at the time of your booking will generally apply to that booking unless otherwise agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. An enquiry, message, estimate, or quotation does not by itself constitute a binding appointment. A booking with Kentishtown Cleaner becomes confirmed when we have acknowledged the service date, time window, scope of work, and any relevant conditions in writing or by another clear method of confirmation.

When arranging a booking, you must provide accurate information about the property, the type of clean required, the size and condition of the premises, access arrangements, parking limitations, pets, hazards, and any special instructions that may affect the service. If the information given is incomplete or incorrect, we may need to revise the quotation, change the timing, adjust the service, or decline the job if it is no longer suitable.

The scope of the service will be based on the details agreed at the time of booking. Any additional tasks requested on the day, or any work caused by circumstances not disclosed in advance, may be charged separately or may require a revised appointment. We reserve the right to refuse or amend a booking if the premises are unsafe, excessively hazardous, or materially different from the description provided.

Where an estimate is supplied, it is ordinarily based on the information available at the time and is not a guarantee of final cost if the scope changes. If the property requires significantly more time, equipment, materials, or personnel than expected, we may notify you before proceeding further. By confirming a booking, you agree that reasonable adjustments may be made where the service conditions require it.

Access to the property must be available at the agreed time. If our team is unable to enter the premises because of missing keys, incorrect codes, delayed handover, or any other access issue beyond our control, the appointment may still be charged in full or in part. Repeated access failures may also affect our ability to accept future bookings with Kentishtown Cleaner.

Payments and Charges

Unless otherwise agreed, payment terms will be stated in the quotation, invoice, or booking confirmation. Payment may be required in advance, on the day of service, or within a specified period after the invoice date, depending on the service type and customer arrangement. For recurring or business services, we may require ongoing payment by the agreed method or issue invoices on a regular cycle.

All prices are stated in pounds sterling unless expressly noted otherwise. Prices may vary depending on the extent of the work, the condition of the premises, the duration of the visit, the number of operatives required, or the need for specialist products or equipment. Any additional charges will be communicated where reasonably possible before they are incurred.

Invoices must be paid in full by the due date stated. If payment is not received on time, we reserve the right to suspend future services, withdraw discounts, cancel outstanding appointments, or charge reasonable costs incurred in recovering the debt, to the extent permitted by law. Late payment may also result in interest or administrative charges where these have been clearly stated in advance and are lawful.

Any deposits, part-payments, or prepayments are used to reserve time and resources for your appointment. Unless otherwise required by consumer law, these amounts may be non-refundable in cases of late cancellation, refusal of access, or failure to meet the agreed booking conditions. Payment does not guarantee that a particular outcome can be achieved if the property condition or surrounding circumstances make the result impossible or unreasonable.

Where a card payment, bank transfer, or other electronic payment method is used, you must ensure that the payment is authorised and that sufficient funds are available. If a payment is reversed, disputed without proper basis, or otherwise fails after service has been provided, you remain responsible for the outstanding balance and any lawful recovery costs.

Cancellations, Rescheduling, and Waiting Time

If you need to cancel or reschedule, you should notify us as soon as possible. The amount of notice required may vary depending on the type of cleaning service booked and any resources already allocated. In many cases, short-notice cancellations may result in a fee, particularly where staff, transport, products, or time slots have been reserved specifically for your appointment.

If you cancel with sufficient notice and no costs have yet been incurred, we may offer a refund of any prepayment or deposit, subject to the original booking terms. However, where preparations have already begun, where special products have been ordered, or where the appointment was scheduled during a high-demand period, a cancellation charge may still apply.

We will usually try to accommodate reasonable rescheduling requests, but changes are subject to availability. If you request a new date and no suitable slot can be found, the original cancellation terms may apply. If our team arrives at the premises but is unable to begin work due to delays, access issues, or missing instructions, waiting time may be charged. Where waiting becomes unreasonable, we may leave the site and treat the appointment as cancelled or aborted.

Service Standards, Customer Responsibilities, and Liability

We will use reasonable care and skill in carrying out our cleaning services. The exact result of any clean may depend on the condition, age, material, and prior maintenance of the property and fixtures. Some stains, marks, odours, limescale, mould, pet-related contamination, or wear and tear may not be fully removable. A cleaning service is not the same as restoration, repair, or replacement work.

You are responsible for securing valuables, fragile items, cash, documents, jewellery, medicines, and items of sentimental or material importance before the service begins. Unless we have agreed otherwise in writing, our team may move light items to clean beneath or around them, but we are not responsible for pre-existing damage, unstable furniture, hidden defects, or items that are already loose, faulty, or improperly installed.

To the fullest extent permitted by law, Kentishtown Cleaner will not be liable for indirect, incidental, or consequential losses, including loss of profit, business interruption, or loss arising from delayed access or failure to provide accurate information. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

Limitations, Claims, and Complaints

If you believe damage has occurred during a service, you must notify us within a reasonable time and provide evidence where possible, including photographs and a clear description of the issue. This allows us to assess the matter promptly and fairly. We may inspect the area, request further information, and consider whether the alleged damage was caused by our actions, by pre-existing conditions, or by an external factor outside our control.

If we accept responsibility for a proven loss, our liability will be limited to the reasonable cost of repair, replacement, or re-cleaning, as appropriate and lawful, and may not exceed the total amount paid for the specific service giving rise to the claim. We may choose at our discretion to re-perform the relevant part of the service, offer a partial refund, or otherwise resolve the issue in a fair manner consistent with these terms.

Waste Regulations and Site Conditions

Waste generated during a cleaning service must be handled in accordance with applicable UK waste and environmental rules. Ordinary cleaning waste may include packaging, disposable cloths, paper towels, and similar materials, but we are not licensed to remove controlled, hazardous, or specialist waste unless this has been expressly agreed and lawfully arranged in advance. You remain responsible for ensuring that the property has appropriate refuse facilities and that waste is disposed of correctly.

We will not remove items that are illegal, dangerous, contaminated beyond ordinary domestic waste standards, or otherwise unsuitable for routine disposal. This includes, without limitation, needles, bodily fluids requiring specialist handling, chemicals, asbestos-related materials, sharps, medical waste, or materials that require a licensed carrier or specialist contractor. If such items are found, we may suspend or decline the service and may charge for time already spent at the property.

Where a premises contains biohazards, pest infestation, excessive filth, or other hazardous conditions, you must tell us before the appointment. Kentishtown Cleaner may refuse to proceed until the site is made safe or until a specialist service is arranged. We also reserve the right to stop work immediately if conditions become unsafe for our staff or if environmental rules would be breached by continuing.

Property Access, Health and Safety, and Equipment

You must ensure the property is reasonably safe for our personnel to enter and work in. This includes providing functioning utilities where required, securing animals where necessary, and alerting us to any known risks such as broken fixtures, poor lighting, exposed wiring, slippery floors, or restricted access areas. If health and safety conditions are not acceptable, we may postpone or cancel the visit.

We may bring our own equipment and cleaning products unless the service has been arranged on a customer-supplied basis. If you request that we use your products, you accept responsibility for their suitability, safe storage, and compatibility with the surfaces being cleaned, unless we have clearly agreed to take responsibility for them. We are not liable for damage caused by products supplied by you, except where the damage is directly caused by our misuse contrary to reasonable instructions.

Any keys, access codes, security devices, or alarm instructions given to us must be accurate and safe to use. We will take reasonable care of any access items entrusted to us, but you should make appropriate arrangements for replacing lost items or changing codes if you consider it necessary. We are not responsible for losses caused by inaccurate, outdated, or incomplete access information supplied by the customer.

Termination, Suspension, and General Legal Terms

We may suspend or terminate services if you breach these terms, fail to pay, provide unsafe conditions, or act in a manner that puts staff at risk. We may also cancel a booking without liability if events outside our reasonable control prevent performance, including severe weather, transport disruption, emergencies, illness, or other unforeseen circumstances. In such cases, we will usually seek to rearrange the appointment where possible.

These terms are governed by the laws of England and Wales. Any dispute arising from or connected to the services, booking, payment, or interpretation of these terms will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer where applicable.

If any part of these Terms and Conditions is inconsistent with mandatory consumer protection law, the law will take priority and the relevant term will be interpreted or applied only to the extent permitted. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to the conditions under which Kentishtown Cleaner provides its services.