Watford Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Watford Cleaners provides cleaning services to residential and commercial customers in our service area. By booking a service, you agree that you have read, understood and accepted these Terms and Conditions. These terms form a legally binding agreement between you and Watford Cleaners for each visit or cleaning project.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means the individual, company or organisation that requests and purchases cleaning services from Watford Cleaners.
Company means Watford Cleaners, the provider of cleaning services.
Services means cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, after-builders cleaning and similar work.
Service Area means the locations in which the Company agrees to provide its cleaning services from time to time.
Cleaner means an employee, worker, or contractor engaged by the Company to deliver the Services.
2. Scope of Services
The Company offers general cleaning services tailored to domestic and commercial properties within its Service Area. The exact scope for each booking will be confirmed in writing at the time of booking or in a follow-up confirmation message.
Unless specifically agreed otherwise, Services do not include professional pest control, specialised exterior cleaning at height, structural repair work, electrical or plumbing work, or any task that in the opinion of the Cleaner is unsafe, inappropriate or beyond their training and equipment.
The Company reserves the right to decline any work that involves hazardous materials, unsafe access, unreasonable health and safety risks or activities that may damage the property or equipment.
3. Booking Process
Clients may request Services by contacting the Company through its accepted booking channels. A booking is only considered confirmed once the Company has provided written confirmation of the date, time, type of service and any agreed price or estimate.
For certain services, particularly end of tenancy, deep cleaning, post-construction cleaning or commercial contracts, the Company may require additional information about the property, its size, current condition and any specific requirements. The Client must provide accurate and complete information to enable the Company to estimate the time and cost required.
The Company may, at its discretion, require an initial visit or detailed description to assess the service needs. Any changes to an agreed booking, including changes to the date, time, duration or scope of work, must be requested by the Client and approved by the Company in advance of the scheduled visit.
The Company reserves the right to refuse or cancel a booking where the Client has previously failed to pay for services, breached these Terms and Conditions or behaved in an abusive or unsafe manner towards Cleaners or staff.
4. Access to the Property
The Client is responsible for providing the Company and its Cleaners with safe and reasonable access to the property at the agreed time. This may include arranging key collection and return, informing reception or building management, or ensuring someone is present to grant entry.
If the Cleaner is unable to gain access to the property at the scheduled time, the Company will attempt to contact the Client. Where access cannot be obtained within a reasonable period, the visit may be treated as a late cancellation and a fee may be charged as set out in the cancellation section of these terms.
The Client must ensure that the property is safe for work to be carried out. This includes functioning lighting where needed, secure and stable surfaces for any equipment, and disclosure of any known hazards such as loose floorboards or broken fixtures.
5. Client Obligations
The Client agrees to provide accurate information at the time of booking and to update the Company of any relevant changes before the scheduled appointment. The Client must ensure that there is running water, electricity and heating where reasonably required for the performance of the Services.
The Client agrees not to directly employ, contract or offer work to any Cleaner introduced by the Company for a period of at least twelve months after the last service provided by that Cleaner through the Company, unless agreed in writing and any applicable introduction fee is paid.
The Client must not request that the Cleaner undertakes any task that is unlawful, unsafe or outside the normal scope of professional cleaning. The Cleaner may decline any such request.
6. Equipment and Materials
Unless agreed otherwise at the time of booking, the Company will supply its own cleaning products and equipment that are suitable for general cleaning tasks.
Where the Client requests that specific products, equipment or materials are used, the Client is responsible for providing them and for any resulting impact on surfaces or finishes. The Company is not liable for damage or unsatisfactory results caused by products or equipment supplied by the Client or by instructions that differ from its usual practices.
The Client must inform the Company of any surfaces, finishes or items that require special care or specific cleaning methods so that appropriate products and techniques can be used where possible.
7. Payments and Pricing
Prices may be quoted on an hourly basis, a fixed fee basis, or according to a specific specification or schedule, depending on the type of service. All prices will be communicated to the Client before or at the time of booking. Any applicable taxes will be included or clearly stated.
Unless agreed otherwise in writing, payment is due on completion of the service for one-off bookings, or in accordance with the schedule set out in a contract for regular or commercial services. The Company may require a booking deposit for certain types of work, which will be deducted from the final balance.
The Company reserves the right to adjust its prices from time to time. Existing clients will be given reasonable notice of any changes that affect ongoing or regular services.
If payment is not received by the due date, the Company may apply late payment charges and interest in line with applicable UK legislation and may suspend further services until full payment has been made.
8. Cancellations, Rescheduling and No-Show
The Client may cancel or reschedule a booking by giving the Company notice in accordance with the minimum notice period notified at the time of booking or in any subsequent communication. Where sufficient notice is given, no cancellation fee will normally apply.
If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full cost of the booked service, depending on the circumstances and the notice given.
Where the Cleaner attends the property but is unable to gain access or commence work within a reasonable time due to issues under the Client's control, the visit may be treated as a late cancellation and charged accordingly.
The Company will use reasonable efforts to attend confirmed bookings on time. However, circumstances including traffic, weather and unexpected delays may result in late arrival. The Company will contact the Client as soon as practicable to inform them of any significant delay and to agree an alternative time or date if required. The Company is not liable for any loss or inconvenience arising from such delays, provided reasonable efforts are made to keep the Client informed.
9. Service Quality and Complaints
The Company aims to provide services with reasonable skill and care. If the Client is dissatisfied with any aspect of the service, they must notify the Company as soon as possible and in any event within a reasonable time after completion of the work, giving clear details of the concerns.
Where a complaint is justified and relates directly to the quality of cleaning, the Company may at its discretion arrange for the area to be re-cleaned, offer a partial refund, or provide a credit against future services. The Client must allow the Company a reasonable opportunity to inspect and, if appropriate, rectify any issues.
The Company is not responsible for issues that arise from wear and tear, pre-existing damage, poor maintenance, or the use of unsuitable products or equipment not supplied by the Company.
10. Liability and Limitations
The Company will take reasonable care when providing Services and handling items on the Client's premises. In the unlikely event of damage or loss caused by the Company, the Client must report it to the Company as soon as reasonably practicable, and in any event within a reasonable period after becoming aware of it.
The Company's liability for any loss or damage arising from the provision of Services is limited to the lesser of the cost of repair or replacement of the affected item and the total price paid or payable for the specific booking during which the loss or damage occurred, except where liability cannot lawfully be limited under UK law.
The Company is not liable for normal wear and tear, pre-existing damage, deterioration due to age or poor condition, or the natural consequences of proper cleaning methods. Delicate items, unstable furniture, unsecured fixtures and valuable possessions should be moved or secured by the Client before the start of the service.
Nothing in these terms excludes or limits the Company's liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under applicable law.
The Company is not responsible for indirect, consequential or economic losses, including loss of profits, loss of business or loss of opportunity, resulting from the provision or non-provision of the Services.
11. Waste Handling and Environmental Compliance
The Company will manage any waste that it generates in the course of providing the Services in accordance with relevant UK waste and environmental regulations. This includes the appropriate separation, storage and disposal of general cleaning waste, where such waste is produced by the Company.
Unless expressly agreed, the Company does not remove large volumes of household waste, furniture, electrical items, construction rubble, garden waste or hazardous materials from the Client's property. Such waste remains the responsibility of the Client to dispose of lawfully through appropriate waste and recycling services or licensed carriers.
The Client agrees not to request that the Company dispose of waste in a manner that would violate local or national regulations, including fly-tipping or placing prohibited items in standard refuse streams. The Company reserves the right to decline to handle any waste that it reasonably considers to be hazardous, illegal or inappropriate for its operations.
12. Insurance
The Company maintains insurance cover that it considers appropriate for its business, which may include public liability insurance covering damage accidentally caused by its Cleaners in the course of providing the Services. Details of cover may be provided to Clients on request.
Insurance cover is subject to the terms and conditions of the relevant policy. The Company will not be liable for loss or damage that falls outside the scope of its insurance, beyond any liability that cannot legally be excluded or limited.
13. Health and Safety
The Company is committed to maintaining a safe working environment for its Cleaners, Clients and others. Cleaners are instructed to follow reasonable health and safety practices, to use equipment correctly and to decline tasks that they reasonably believe to be unsafe.
The Client agrees to support a safe working environment by disclosing known hazards, ensuring that pets and children are supervised and kept away from hazardous areas during cleaning, and not requesting work at unsafe heights or in dangerous conditions.
14. Personal Data and Confidentiality
In providing Services, the Company may collect and process personal information about Clients, such as contact details, property addresses and service history. Personal data will be handled in line with applicable data protection laws in the United Kingdom.
The Company will use personal information primarily to manage bookings, deliver Services, handle payments and communicate with Clients. Information will not be shared with third parties except where reasonably necessary for the provision of Services, for legal or regulatory reasons, or with the Client's consent.
The Company and its Cleaners will keep confidential any personal or sensitive information encountered in the Client's property during the course of providing the Services, except where disclosure is required by law.
15. 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 services offered. The latest version will apply to all new bookings from the date of publication.
Where the Company has an ongoing arrangement with a Client, reasonable notice of significant changes to these terms will be given where practicable. Continued use of the Services following notification of changes will be treated as acceptance of the updated terms.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of Services by the Company, 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 their subject matter, existence, negotiation or termination.
17. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these terms shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions, together with any written confirmation or service agreement issued by the Company, represent the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.
