Terms And Conditions

Cleaner Balham Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Balham provides professional cleaning services to residential and commercial clients within its service areas. By booking or using any of our services, 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 expressions have the meanings set out below.

Client means any individual, business, company, or organisation requesting or receiving services from Cleaner Balham.

Cleaner means any staff member, subcontractor, or representative engaged by Cleaner Balham to deliver services.

Services means any cleaning or related services provided by Cleaner Balham as agreed with the Client.

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

Agreement means the contract between Cleaner Balham and the Client comprising these Terms and Conditions and any written or verbal confirmation of booking.

2. Scope of Services

Cleaner Balham provides a range of domestic and commercial cleaning services, which may include regular cleaning, one-off deep cleaning, end of tenancy cleaning, after-builders cleaning, and other related services as agreed.

The precise scope of work, including rooms, areas, and tasks to be completed, will be agreed at the time of booking and confirmed verbally or in writing. The Client is responsible for ensuring that the scope of work and their expectations are clearly communicated and agreed before the Service begins.

Any changes to the agreed scope of work may result in additional charges and may not always be possible on the day, depending on scheduling and staff availability.

3. Booking Process

3.1 Booking Requests

Clients may request a booking by providing full and accurate details of the Premises, the type of cleaning required, preferred dates and times, and any access information or special instructions. Bookings are subject to availability and are not confirmed until Cleaner Balham issues a confirmation.

3.2 Confirmation of Bookings

A booking will be treated as confirmed once Cleaner Balham has acknowledged the request and agreed the date, time, and estimated duration or price. Cleaner Balham reserves the right to decline a booking request at its discretion without providing a reason.

3.3 Access to Premises

The Client must ensure that the Cleaner can access the Premises at the agreed time, including provision of keys, security codes, or instructions for entry where necessary. Any delay caused by lack of access may reduce the time available for cleaning or incur waiting time charges.

3.4 Suitability of Premises

The Client must inform Cleaner Balham at the time of booking of any hazards, risks, or special conditions at the Premises, including but not limited to restricted access, fragile items, alarms, pets, or health and safety concerns. Cleaner Balham reserves the right to refuse or discontinue Services if the Premises are deemed unsafe or unsuitable.

4. Prices and Payment Terms

4.1 Pricing

Prices for Services may be quoted on an hourly basis, per job, or via a fixed-rate package. Prices are based on the information provided by the Client at the time of booking, including size and condition of the Premises and nature of the work required. Cleaner Balham reserves the right to adjust the price if the information supplied was inaccurate or if the actual condition of the Premises requires additional time or resources.

4.2 Payment Methods

Unless otherwise agreed in writing, payment for domestic cleaning Services is due on the day the work is carried out or in advance. For commercial Clients and larger contracts, payment terms will be agreed separately and may require deposits or periodic invoicing.

Cleaner Balham accepts commonly used, secure payment methods suitable for UK Clients, which may include card payments, bank transfers, or other electronic forms of payment as advised at the time of booking.

4.3 Deposits

For certain Services, including but not limited to end of tenancy cleaning, after-builders cleaning, or large one-off projects, Cleaner Balham may require a deposit to secure the booking. Deposits are generally non-refundable if the Client cancels without sufficient notice, as set out in the cancellation section below.

4.4 Late or Non-Payment

If payment is not received in accordance with the agreed terms, Cleaner Balham reserves the right to suspend further Services and to charge interest on overdue amounts at the statutory rate permitted under UK law. The Client will be responsible for all reasonable costs incurred by Cleaner Balham in recovering overdue payments, including legal and administrative costs.

5. Cancellations, Rescheduling, and Access Failures

5.1 Client Cancellations

The Client may cancel or reschedule a booking by providing advance notice. Unless otherwise agreed, at least 24 hours notice is required for standard domestic appointments and at least 48 hours notice for specialist or large-scale Services.

If the required notice is not given, Cleaner Balham reserves the right to charge a cancellation fee, which may be up to 50 percent of the agreed price, or to retain any deposit paid. For same-day cancellations or cancellations upon arrival at the Premises, the full fee may be charged.

5.2 Company Cancellations

Cleaner Balham will use reasonable endeavours to attend all confirmed bookings. In the unlikely event that Cleaner Balham needs to cancel or reschedule, it will notify the Client as soon as reasonably practicable and offer an alternative appointment. Cleaner Balham will not be liable for any indirect losses, loss of profit, or inconvenience caused by such cancellation or rescheduling.

5.3 Access Issues and Waiting Time

If the Cleaner arrives at the Premises at the agreed time but is unable to gain access or commence work due to circumstances within the Client's control, this may be treated as a late cancellation. Cleaner Balham may charge a call-out fee or the full cost of the booking, depending on the time spent waiting and travel incurred.

6. Client Responsibilities

The Client is responsible for providing a safe working environment and for cooperating with the Cleaner to enable completion of the Services.

The Client must ensure that running water, electricity, and adequate lighting are available at the Premises during the visit unless otherwise agreed. The Client must also secure valuable, delicate, or irreplaceable items and inform the Cleaner of any particular items or areas that require special care or that must not be cleaned.

Where children, pets, or vulnerable individuals are present, the Client remains responsible for their safety and supervision, and must ensure they do not interfere with the performance of the Services.

7. Standards of Service and Complaints

Cleaner Balham aims to deliver Services to a professional standard appropriate for domestic and commercial cleaning.

If the Client is dissatisfied with any aspect of the Service, they must notify Cleaner Balham within 24 hours of completion, describing the issue in reasonable detail. Cleaner Balham will investigate and, where appropriate, may arrange a re-clean of the affected areas or agree another form of resolution.

Complaints raised after 24 hours may be more difficult to verify and may not qualify for re-cleaning or compensation, particularly where the Premises have since been occupied or altered.

8. Liability and Insurance

8.1 General Liability

Cleaner Balham maintains appropriate liability insurance for its operations in the UK. However, the total liability of Cleaner Balham for any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable by the Client for the specific Service in question, subject to any non-excludable rights under UK law.

8.2 Exclusions

Cleaner Balham is not liable for

Normal wear and tear, pre-existing damage, or defects at the Premises, including stains, discolouration, or deterioration that cannot be remedied by cleaning.

Damage arising from the use of products supplied by the Client or from instructions given by the Client contrary to the advice of Cleaner Balham.

Loss or damage relating to items of a delicate, sentimental, or high-value nature, including artwork, antiques, jewellery, cash, collections, or important documents, unless such items were expressly identified, agreed for cleaning, and appropriately insured.

Any indirect, consequential, or economic loss, such as loss of profit, loss of business, or loss of opportunity.

8.3 Keys and Security

Where the Client provides keys or access devices, Cleaner Balham will take reasonable care to keep them safe and secure. In the event of loss, Cleaner Balham's liability will be limited to the cost of a standard replacement key or device. Cleaner Balham is not responsible for the cost of changing locks unless directly caused by proven negligence.

9. Use of Cleaning Products and Equipment

Unless otherwise agreed, Cleaner Balham will provide its own cleaning products and equipment suitable for conventional domestic and commercial use.

If the Client requests the use of specific products provided by the Client, Cleaner Balham will not be liable for any damage or issues arising from their use. The Client is responsible for ensuring that such products are safe, fit for purpose, and suitable for the surfaces to be cleaned.

The Client must inform the Cleaner of any surfaces or materials that require special treatment or that are sensitive to particular cleaning agents.

10. Waste Regulations and Environmental Responsibilities

Cleaner Balham complies with applicable UK waste and environmental regulations when dealing with waste generated in the course of providing Services.

Unless specifically included in the Service description, Cleaner Balham will not remove large volumes of household waste, construction debris, hazardous materials, clinical waste, or any other waste streams requiring specialist handling or licensing. Such items remain the responsibility of the Client.

Any waste removal service agreed as part of a booking will be carried out in accordance with UK regulations. The Client must not request or permit the Cleaner to dispose of waste unlawfully, including fly-tipping or use of unauthorised sites.

Cleaner Balham encourages responsible use of cleaning products and may, where practical, use environmentally considerate materials. However, specific product choices may vary depending on the type of cleaning required and safety considerations.

11. Health and Safety

Cleaner Balham follows appropriate health and safety practices in line with UK standards. Cleaners are instructed not to undertake activities that could reasonably be considered unsafe, including but not limited to working at excessive heights, lifting overly heavy items, or operating unsafe equipment.

The Client must inform Cleaner Balham of any hazards, including loose floor coverings, unstable furniture, exposed wiring, or other risks at the Premises. Cleaner Balham may refuse or stop work if the environment is deemed unsafe.

12. Force Majeure

Cleaner Balham will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, transport disruptions, power failures, accidents, illness, pandemics, government restrictions, or industrial disputes.

13. Data Protection and Privacy

Cleaner Balham may collect and process personal data about Clients for the purpose of managing bookings, delivering Services, processing payments, and complying with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.

Client information will not be sold or disclosed to third parties except where necessary to deliver the Services, process payments, or comply with legal or regulatory requirements.

14. Amendments to Terms and Conditions

Cleaner Balham may update or amend these Terms and Conditions from time to time to reflect changes in its services, legal requirements, or operational practices. The latest version will apply to all new bookings and to ongoing Services where reasonably notified to the Client.

15. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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 Services by Cleaner Balham.

16. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

17. Entire Agreement

These Terms and Conditions, together with any agreed booking details or service descriptions, constitute the entire agreement between Cleaner Balham and the Client in relation to the Services and supersede any prior discussions, correspondence, or understandings.