Service Terms and Conditions for Cleaners Kensington
These Terms and Conditions set out the basis on which domestic and commercial cleaning services are provided by Cleaners Kensington and by any associated cleaner, team member, or subcontracted operative acting on our behalf. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create clarity around the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the services. They do not replace any rights you may have under UK law, including consumer protection rights where applicable.
For the purpose of these terms, the words “we”, “us”, and “our” refer to the cleaning service provider, while “you” and “your” refer to the customer. The phrase cleaning services in Kensington is used throughout this document to describe the service offering generally, whether the task is a one-off clean, a recurring domestic visit, an end-of-tenancy clean, or a specialist cleaning appointment. Any variation from these terms must be agreed in writing before the service begins. If there is any inconsistency between a written estimate and these terms, these terms will apply unless the written estimate expressly states otherwise.
These terms are designed to be practical and fair. We aim to provide a reliable Kensington cleaning service, but the nature of cleaning work means that outcomes depend on access, time available, the condition of the property, and the customer’s instructions. Cleaning is a service carried out using reasonable skill and care rather than a guarantee of restoration unless we have specifically agreed a specialist result in writing. By booking, you accept that cleaning standards may vary according to surfaces, materials, previous wear, and any limitations communicated before the appointment.
Booking Process
All bookings are subject to availability and acceptance by us. A booking may be made by telephone, email, online form, message, or any other method we make available from time to time. Once you request a service, we may provide an estimate, ask follow-up questions, or arrange a visit to assess the scope of work. A quotation is based on the information supplied by you and may be revised if the actual conditions differ from those described. To ensure an accurate service, you should provide complete and truthful information about the property, the type of clean required, access restrictions, parking limitations, pets, fragile items, and any areas needing special attention.
When a booking is confirmed, we will normally state the date, approximate start time, service type, duration, and any agreed price or charging structure. Confirmation may be provisional until any deposit, key-holding arrangement, or access details are provided. We reserve the right to refuse a booking where the work is outside our scope, where the premises appear unsafe, where there are unreasonable hazards, or where the customer’s requirements cannot be met within the time and resource allocation agreed. If the booking is for a recurring service, the schedule may be amended by mutual agreement, subject to availability and notice requirements.
It is your responsibility to ensure that the property is ready for cleaning on the scheduled date. This includes granting access, removing obstruction where appropriate, securing pets, and ensuring that any personal belongings, documents, valuables, or delicate items are stored safely. 
If our team is unable to access the property at the agreed time, or if work cannot proceed because of missing information, unsafe conditions, or a failure to provide the necessary utilities, the appointment may still be chargeable. We may also shorten or cancel the visit if we believe the service cannot be completed safely or effectively.
Where an estimated time is provided, it is an estimate only and may vary. Cleaning tasks may take longer if the property is larger than described, is heavily soiled, or contains additional requests made on the day. Any extra work outside the original scope may be charged separately at the applicable rate, provided you agree to it. If you request a change to the service after the booking has been confirmed, we will assess whether the change is possible and whether it affects the price or schedule. A revised confirmation may be issued where needed.
Payments and Charges
Prices are normally quoted in pounds sterling and may be given as a fixed fee, hourly rate, or package price depending on the service type. Unless otherwise stated, all charges are exclusive of any applicable taxes or statutory additions. Payment terms will be explained at the time of booking or in the written quotation. In many cases, payment is due upon completion of the service, although deposits, prepayment, or staged payments may be required for certain bookings, larger projects, or recurring arrangements. We may also request full payment in advance for high-value, custom, or short-notice appointments.
You must pay all sums due on time and in full without deduction, set-off, or withholding unless required by law. Accepted payment methods may include bank transfer, debit card, credit card, cash, or another method specified in advance. If payment is not received by the due date, we reserve the right to suspend future services, charge reasonable recovery costs, and take steps to recover the unpaid balance. Any discounts, promotions, or special rates are offered at our discretion and may be withdrawn or amended at any time for future bookings. Promotional pricing does not create a continuing entitlement to the same rate.
Cleaners Kensington may revise its pricing where there is a material change in the required work, the condition of the property, or the service schedule. This includes circumstances where the customer has not disclosed relevant information that would have affected the original quotation. If an updated price is required, we will explain the reason where reasonably practicable before work continues. Customers are responsible for any bank charges, failed payment fees, or charges caused by incorrect payment details supplied by them. We may withhold final documentation or future bookings until outstanding payments are settled.
Cancellations, Rescheduling, and Access Issues
We understand that plans can change, but cancellations and rescheduling requests must be made within a reasonable timeframe. Unless a different cancellation policy is stated in your quotation or booking confirmation, you should provide notice as early as possible and, in any event, before the scheduled start time. If you cancel with insufficient notice, a cancellation fee may apply to cover reserved time, staffing, travel, or materials already allocated to your appointment. Where a deposit has been paid, it may be retained in part or in full to reflect our loss arising from late cancellation.
If you wish to reschedule, we will try to offer an alternative slot, but availability cannot be guaranteed. A request to move an appointment may be treated as a cancellation if it is made very close to the original time or if no suitable replacement can be found. Repeated cancellations, missed appointments, or persistent changes to the schedule may result in us requiring advance payment for future services or declining further work. If we need to cancel or reschedule due to illness, emergencies, severe weather, transport disruption, or other circumstances outside our control, we will notify you as soon as reasonably possible and arrange a new date where practical.
If our cleaner arrives but cannot gain access, or if the appointment is delayed because keys, codes, entry permissions, or parking arrangements were not made available, the visit may be charged as a wasted attendance. We are not responsible for losses arising from your failure to provide access, inaccurate instructions, or absence at the time of service. Where key collection, return, or storage is agreed, it will be handled with reasonable care, but we do not accept liability for pre-existing defects in locks, key systems, or building access arrangements. We recommend that you keep backup access arrangements in place wherever possible.
Liability and Limitations
We will carry out the services with reasonable care and skill. If you believe that a task has not been completed properly, you must notify us within a reasonable period after the appointment and allow us a fair opportunity to inspect the issue and, where appropriate, return to rectify it. Our liability for any failure to perform the services in line with these terms will be limited to the reasonable cost of re-performing the affected part of the service, unless the law requires otherwise. We do not guarantee the removal of every stain, mark, odour, or deposit, particularly where the condition of the surface, fabric, or fitting makes full restoration impractical.
We are not liable for damage caused by pre-existing faults, wear and tear, hidden defects, unstable fittings, poor workmanship by third parties, or items that are fragile, improperly installed, or unsuitable for cleaning. This includes but is not limited to loose fixtures, cracked surfaces, defective seals, or deteriorated materials. You should tell us in advance about delicate, antique, high-value, or sentimental items, and where possible remove them from the working area. If you ask us to clean in a way that carries a higher risk, you do so at your own risk unless we agree otherwise in writing. We may refuse to use certain products or techniques if we consider them unsafe.
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 be excluded under UK law. Subject to that, we shall not be responsible for indirect or consequential losses such as loss of profits, business interruption, loss of opportunity, or emotional distress. Our total aggregate liability for any claim connected to a service will not exceed the amount paid for the specific service giving rise to the claim, except where the law provides a different mandatory limit. Customers are advised to keep appropriate insurance for valuable items and sensitive premises.
Where we provide equipment, we expect it to be used in normal cleaning conditions. We are not responsible for damage caused by the customer’s unsuitable appliances, defective materials, or incorrect instructions. If a customer insists on the use of a method we have warned against, we may decline that instruction or require written confirmation that the risk is accepted by the customer. Our staff are not authorised to move items that are excessively heavy, dangerous, or likely to cause injury or damage. Any attempt to conceal hazards may affect liability and may also lead us to withdraw from the booking.
Waste Regulations and Property Standards
All waste handling will be carried out in accordance with applicable UK waste regulations and the general duty to avoid unlawful disposal. Unless agreed otherwise, our standard cleaning services include the removal of ordinary domestic waste generated during the appointment, such as packaging, minor debris, dust, and general refuse. We do not normally remove hazardous, clinical, chemical, asbestos-containing, electrical, or bulky waste unless we have specifically agreed to do so and the disposal route is lawful. Any waste that requires specialist handling must be disclosed in advance.
You remain responsible for ensuring that any waste placed for disposal is correctly identified and lawfully presented. We may refuse to handle items that are contaminated, sharp, unsafe, or potentially regulated, including but not limited to paint tins, solvent containers, needles, broken glass in volume, or any material that could create health or environmental risks. If a property contains waste that falls outside ordinary household refuse, we may suspend work until the issue is resolved. Additional charges may apply where extra time, equipment, or compliant disposal arrangements are required. We will not knowingly transport or dump waste in a manner that breaches legal obligations.
Where a clean involves clearing surfaces, moving unwanted items, or bagging refuse, ownership of the items is deemed to remain with you unless we expressly agree in writing to take possession for lawful disposal. We may ask you to confirm in writing that specific items are to be discarded. If there is uncertainty about whether an item should be removed, retained, recycled, or treated as waste, we will act conservatively and leave the item in place. 
The customer is responsible for ensuring that any requested disposal is permitted by the property rules, landlord rules, tenancy conditions, or building management requirements.
Customer Responsibilities and Service Conditions
To help the service proceed smoothly, you must provide a safe working environment, adequate access to water, electricity, and lighting, and clear instructions where necessary. The premises should be reasonably free from avoidable hazards. We may pause or stop the service if we encounter unsafe conditions such as exposed wiring, broken glass, aggressive animals, pest infestations, or any other risk to health and safety. In such cases, we may charge for the time already spent and any reasonable costs incurred. Our staff are entitled to work in a respectful environment free from abuse, harassment, or discrimination.
You are responsible for removing, securing, or clearly identifying items that are not to be touched. This is especially important for documents, jewellery, cash, medications, confidential papers, and items with sentimental or financial value. We will treat the property with care, but we cannot verify the ownership or sensitivity of every object present. Where services are provided on a regular basis, it remains your responsibility to advise us of any change in access, alarm codes, building rules, or cleaning priorities. If there are pets on site, you must ensure they are managed appropriately during the appointment.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy. These terms are intended to be read together with any quotation, service agreement, or written booking confirmation issued for the relevant appointment. If there is a conflict, the written confirmation will prevail only to the extent expressly stated and only for that booking.
Governing Law
These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights that apply under UK law. If a dispute arises, both parties should first try to resolve it in good faith and by reasonable communication before starting formal proceedings. Where appropriate, we may invite further details, photographs, or inspection notes to help resolve a concern promptly and fairly.
Nothing in these terms is intended to reduce or exclude statutory rights available to consumers. If you are acting as a consumer, you may have additional rights under legislation relating to unfair terms, services supplied with reasonable care and skill, and misrepresentation. These terms are drafted to be legally cautious while remaining practical for everyday cleaning work. The continued use of our cleaning services Kensington after any update to these terms will be treated as acceptance of the revised version for future appointments, provided that any material change has been communicated in a reasonable manner.
By proceeding with a booking, you confirm that you have authority to enter into these terms on behalf of yourself, the property owner, the landlord, the tenant, or any other relevant party, as applicable. You also confirm that the information you provide is accurate and complete to the best of your knowledge. These terms may be updated from time to time to reflect operational changes or legal requirements. The version in force at the time of booking will apply to that service unless another version is expressly agreed. Cleaners Kensington reserves all rights not expressly granted under these terms.