Ilford Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Ilford Cleaners provides cleaning services to residential and commercial clients. By making a booking or allowing our cleaners to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the person, company or organisation requesting cleaning services from Ilford Cleaners.
Company means Ilford Cleaners, the provider of cleaning services.
Services means any cleaning work, housekeeping, end of tenancy cleaning, one-off, regular or specialist cleaning tasks provided by the Company.
Cleaner means a person engaged by the Company to carry out the Services.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
The Company provides a range of cleaning services, including but not limited to domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and one-off cleaning sessions. The exact scope of the Services for each booking will be confirmed at the time of booking, based on the Client's requirements and the information provided.
The Company reserves the right to refuse any job that is unsafe, unlawful, or beyond the reasonable capacity or expertise of the Cleaners. The Client is responsible for providing accurate information about the size and condition of the Premises and any special requirements.
3. Booking Process
Bookings for Services may be made in advance through the Company's chosen communication methods. A booking is not confirmed until the Company has accepted it and provided a confirmation to the Client. The Client must provide their full name, address of the Premises, access details, and a description of the required Services.
The Company may request additional information about the Premises, such as the number of rooms, type of flooring, presence of pets, and any areas requiring special attention. This information is used to estimate the duration of the appointment and the resources required.
The Client is responsible for ensuring that all information provided is accurate and complete. If the information supplied is incomplete or inaccurate, the Company may adjust the price, change the duration of the booking, or refuse to proceed with the Services.
4. Access to the Premises
The Client must ensure that the Cleaner has safe and uninterrupted access to the Premises at the agreed date and time. Access may be provided by the Client being present, leaving keys with a designated person, or through other arrangements agreed in advance with the Company.
If the Cleaner is unable to gain access to the Premises or is turned away, this may be treated as a late cancellation and the Client may be charged in accordance with the cancellation terms set out in these Terms and Conditions.
The Client is responsible for ensuring that the Premises are safe for the Cleaners to work in, including providing adequate lighting, electricity, running water, and informing the Company of any known hazards.
5. Client Obligations
The Client agrees to:
Provide clear instructions regarding the Services required and any priority areas.
Secure any valuables or confidential items before the Cleaner arrives.
Ensure that children and pets are supervised and do not interfere with the work of the Cleaner.
Inform the Company in advance of any restrictions, alarms, security systems, or parking requirements.
The Client must not directly employ or engage any Cleaner introduced by the Company for private work without the prior written consent of the Company. If the Client engages a Cleaner directly, the Company reserves the right to charge a fee reflecting the loss of business and recruitment costs.
6. Pricing and Quotations
Prices for Services are based on the information supplied by the Client and the type of service requested. The Company may provide an estimate or quotation prior to the booking. Unless stated otherwise, all prices are given in pounds sterling and may be subject to applicable taxes.
Any quotation provided is based on average cleaning times and standard conditions. If the Premises are significantly larger, dirtier, or more cluttered than described, additional time and charges may apply. The Cleaner will inform the Client as soon as reasonably possible if the work cannot be completed within the scheduled time.
The Company reserves the right to review and update its pricing from time to time. Any changes to pricing will not affect confirmed bookings that have already been accepted, unless the scope of work is amended by the Client.
7. Payments and Invoicing
Unless otherwise agreed, payment for the Services is due on completion of the cleaning session or in advance for certain types of services such as end of tenancy cleaning or one-off deep cleaning.
The Company may accept payment by cash, bank transfer, card, or other methods communicated to the Client. The Client is responsible for ensuring that payment is made in full and on time.
For regular or ongoing services, the Company may issue invoices on a weekly or monthly basis, or as otherwise agreed with the Client. Invoices must be paid by the due date stated. The Company reserves the right to suspend or cancel Services if payment is not received on time.
If payment is not received by the due date, the Company may charge interest on the outstanding amount and recover any reasonable costs incurred in the collection of overdue payments.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable notice before the scheduled start time. The minimum notice period required will be communicated at the time of booking. If the Client cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may be up to the full cost of the booked Services.
If the Cleaner is unable to attend due to illness, transport issues, or other unforeseen circumstances, the Company will make reasonable efforts to inform the Client and offer an alternative appointment. The Company will not be liable for any loss or inconvenience caused by the need to reschedule, but any pre-paid amounts for the affected session will be applied to the rearranged booking or refunded if no suitable alternative can be arranged.
In cases of repeated cancellations by the Client, the Company reserves the right to terminate ongoing service arrangements.
9. Service Quality and Complaints
The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, ideally within 24 hours of the cleaning session.
Where a complaint is justified, the Company may offer to rectify the issue by arranging a re-clean of the affected areas, subject to the nature of the complaint and access to the Premises. Any re-clean must be scheduled within a reasonable timeframe. The Company does not guarantee refunds but will assess each complaint fairly.
The Client agrees to cooperate with reasonable requests from the Company to investigate and resolve any complaint, including providing photographs or access to the Premises where required.
10. Equipment, Materials and Waste
Unless specifically agreed otherwise, the Company will provide standard cleaning products and equipment suitable for the Services. If the Client requests the use of their own products or equipment, this must be agreed in advance. The Company will not be liable for any damage arising from the use of products supplied by the Client.
The Client must inform the Company of any surfaces or materials that require special cleaning methods or products. The Company will not be responsible for damage caused where it has not been informed of such requirements.
All waste generated as part of the cleaning process will be collected and placed by the Cleaner in the household or commercial waste containers provided at the Premises, in line with local waste regulations. The Company does not remove waste from the Premises or transport it off-site unless expressly agreed and may refuse to handle hazardous, clinical, or prohibited waste.
The Client is responsible for ensuring that on-site waste facilities are suitable and that any recycling or waste separation requirements at the Premises are clearly communicated to the Cleaner.
11. Health, Safety and Conduct
The Company is committed to maintaining high standards of health and safety. The Cleaners are instructed not to undertake tasks that may pose a risk to their safety, such as working at excessive heights, lifting very heavy items, or using unsafe equipment.
The Cleaners must not be asked to carry out any illegal activities, handle substances that are hazardous without proper equipment and training, or work in conditions that are unsafe or unhygienic beyond reasonable expectations for cleaning work.
The Client agrees to treat the Cleaners with respect and not to subject them to any abusive, discriminatory, or inappropriate behaviour. The Company may withdraw Services immediately if a Cleaner reports such behaviour.
12. Liability and Insurance
The Company will exercise reasonable care in providing the Services. However, the Company will not be liable for any indirect, consequential, or economic loss, loss of profit, or loss of opportunity arising out of or in connection with the Services.
The Company will not be responsible for:
Normal wear and tear or deterioration of existing conditions at the Premises.
Damage caused by defective or improperly installed fixtures, fittings, or equipment.
Pre-existing damage or stains that cannot be fully removed despite reasonable efforts.
Loss or damage arising from incomplete or inaccurate information provided by the Client.
The Client must inform the Company of any damage or loss allegedly caused by the Cleaner within 24 hours of the incident. Where appropriate, the Company may request evidence such as photographs or repair estimates.
The Company maintains appropriate insurance cover for its cleaning activities, subject to policy terms and exclusions. Any claim by the Client may be limited to the level of cover provided by such insurance.
13. Keys, Security and Confidentiality
Where the Client provides keys or access codes to the Premises, the Company will take reasonable steps to ensure they are kept secure and used only for the purpose of carrying out the Services. The Client is responsible for ensuring that their insurance covers providing such access.
The Company will not be liable for any loss arising from keys or access codes being provided to the Cleaner in accordance with the Client's instructions, except where such loss is directly caused by the negligence of the Company or its staff.
The Company will treat information obtained in the course of providing the Services as confidential and will not disclose it to third parties except where required by law or necessary for the performance of the Services.
14. Waste and Environmental Regulations
The Company will carry out its Services in a manner consistent with applicable waste and environmental regulations. Cleaning products will be used in accordance with manufacturer instructions and in quantities appropriate for the tasks.
The Company does not operate as a licensed waste carrier and will not remove large items, construction debris, hazardous waste, or electrical goods from the Premises. The Client is responsible for arranging appropriate disposal or collection services for such items.
Where the Client has specific requirements for recycling or environmentally conscious practices on-site, these must be communicated clearly in advance so they can be incorporated into the cleaning routine where reasonably possible.
15. Force Majeure
The Company 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, public transport disruptions, strikes, pandemics, government restrictions, or other events of a similar nature.
In such cases, the Company will make reasonable efforts to inform the Client and reschedule the Services where possible.
16. Termination
Either party may terminate ongoing regular service arrangements by giving reasonable notice as specified at the time of booking. The Client must pay for all Services delivered up to the date of termination.
The Company may terminate or suspend Services immediately if the Client fails to pay for the Services, behaves abusively toward any Cleaner, provides unsafe working conditions, or otherwise breaches these Terms and Conditions.
17. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, practice, or its business operations. The latest version will apply to all new bookings. For ongoing arrangements, the Company will notify the Client of material changes where reasonably practicable.
18. 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 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 Services provided by the Company.
By booking or continuing to use the Services of Ilford Cleaners, the Client confirms that they have read, understood, and agree to these Terms and Conditions.
