Stockwell Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Stockwell Cleaners provides cleaning and related services to residential and commercial customers in the United Kingdom. By making a booking, requesting a quotation, or allowing any of our operatives to commence work at your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or permit our operatives to start work.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below.
Company means Stockwell Cleaners, the provider of the cleaning services.
Customer means any individual, business, or organisation that requests or receives services from the Company.
Services means cleaning and related services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office and commercial cleaning, carpet and upholstery cleaning, and one off cleaning.
Operative means any employee, contractor, or representative engaged by the Company to carry out the Services.
Premises means the property or location where the Services are to be performed.
Agreement means the contract between the Company and the Customer, comprising these Terms and Conditions and any written or verbal confirmation of the booking.
2. Service Area
The Company generally provides Services within a defined service area in the United Kingdom where travel time and operational resources allow. The Company reserves the right to decline or cancel bookings that fall outside its practical service area or where access to the Premises is significantly restricted or impractical.
Any indication of coverage areas in advertisements or on the Company website is for guidance only and does not constitute a binding obligation to serve all locations mentioned.
3. Booking Process
3.1 Bookings may be made by the Customer by telephone, online booking form, or through any other method made available by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information about the Premises, the type of Services required, the size and condition of the property, the number of rooms, and any specific requirements or priorities. The Company relies on this information to estimate time, cost, and resources.
3.3 Any quotation provided prior to a site visit is based on the information supplied by the Customer and is an estimate only. The Company reserves the right to amend the quotation and the final price if the information provided is incomplete, inaccurate, or if the actual condition of the Premises requires additional time, materials, or personnel.
3.4 A booking is accepted, and an Agreement is formed, only when the Company issues a confirmation, whether verbally or in writing, stating the date, time, and nature of the Services. The Company may refuse any booking at its sole discretion.
3.5 The Customer is responsible for ensuring access to the Premises at the agreed time. If operatives are unable to gain access, waiting time or call out fees may apply as described in the Payments and Fees section.
4. Services and Standards
4.1 The Company will provide the Services with reasonable care and skill, using suitably trained operatives and appropriate cleaning products and equipment, unless otherwise agreed.
4.2 The scope of Services for each booking will be as agreed at the time of booking. Standard services do not include tasks such as exterior window cleaning at height, specialist stain removal, heavy lifting, or work that would be unsafe or outside the competence of the operatives.
4.3 The Company reserves the right to refuse or discontinue any task that, in the reasonable opinion of the operative or management, is unsafe, unlawful, or likely to cause damage to property, fixtures, fittings, or personal belongings.
4.4 The Customer must inform the Company in advance of any fragile items, special surfaces, or materials requiring specific cleaning methods or products, including but not limited to natural stone, delicate fabrics, antiques, and special finishes. The Company will not be liable for damage arising from undisclosed special requirements.
5. Customer Obligations
5.1 The Customer must provide safe and reasonable access to the Premises, including any necessary parking arrangements, door codes, keys, or passes. Any parking charges, congestion charges, or access fees are the responsibility of the Customer unless otherwise agreed.
5.2 The Customer must ensure that the Premises are safe for work, including compliance with any relevant health and safety laws and regulations. The Company may withdraw operatives from unsafe environments and charge for attendance.
5.3 Where applicable, the Customer must provide electricity, running water, and adequate lighting at the Premises for the duration of the Services, unless the Company has specifically agreed to supply alternatives.
5.4 The Customer must secure and remove valuable, fragile, or irreplaceable items before the start of the Services. The Company will not accept liability for loss of cash, jewellery, or other small valuables unless explicitly handed over for safekeeping and acknowledged in writing.
6. Payments and Fees
6.1 The Customer agrees to pay the fees for the Services as quoted and confirmed by the Company. Prices may be charged on a fixed fee, hourly, or per job basis, as specified at the time of booking.
6.2 Payment is due in accordance with the terms communicated at the time of booking. This may include payment in advance, payment on completion, or invoice terms for approved business accounts. Time for payment is of the essence.
6.3 The Company reserves the right to request a deposit or full prepayment for certain types of bookings, including but not limited to end of tenancy cleans, deep cleans, and large commercial projects. Deposits are generally non refundable except where the Company cancels the booking without offering a reasonable alternative.
6.4 If payment is not received by the due date, the Company may charge interest on the overdue amount at the statutory rate permissible under applicable UK law, accruing on a daily basis until payment is received in full.
6.5 Additional charges may apply if operatives are unable to gain access to the Premises at the agreed time, if there are unexpected delays caused by the Customer, or if the job requires extra time due to conditions not disclosed at the time of booking.
6.6 The Customer is responsible for any bank charges, transaction fees, or other charges arising from the method of payment chosen.
7. Cancellations and Amendments
7.1 The Customer may cancel or reschedule a booking by providing reasonable notice to the Company. The minimum notice period and any applicable cancellation fees will be communicated at the time of booking and may vary depending on the type of Service.
7.2 Where the Customer cancels with less than the minimum required notice, the Company may charge a cancellation fee up to a percentage of the quoted price or a call out fee, reflecting the time and resources allocated.
7.3 If operatives attend the Premises and are unable to gain access, or if the Customer refuses entry on arrival without prior cancellation, the full or partial fee may be charged at the Companys discretion.
7.4 The Company may cancel or reschedule any booking at any time, for example due to staff illness, severe weather, operational issues, or circumstances beyond its reasonable control. In such cases, the Company will offer the Customer an alternative appointment where possible or refund any prepaid amounts for the affected booking.
7.5 Changes to the scope of work requested by the Customer on the day of service may result in adjusted pricing, additional time, or a separate booking, subject to the availability and agreement of the Company.
8. Access, Keys, and Security
8.1 If the Customer provides keys, codes, or access devices, the Company will take reasonable care to keep them secure and confidential. Keys will be labelled in a manner that does not directly identify the Premises by address.
8.2 The Company accepts no responsibility for any loss or damage arising from keys already held by third parties, previously copied keys, or security vulnerabilities existing at the Premises.
8.3 The Customer is responsible for ensuring that windows and doors are properly secured after completion of the Services, especially where the Customer is not present. Operatives will take reasonable care to lock doors and close windows they have opened during the clean.
9. Liability and Insurance
9.1 The Company will maintain appropriate insurance cover for public liability and, where applicable, employers liability, in connection with the provision of Services. Details of insurance may be provided upon request.
9.2 The Company will not be liable for any loss or damage unless caused directly by the negligence or breach of duty of the Company or its operatives in the performance of the Services.
9.3 The Company will not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, or loss of enjoyment, nor for any loss arising from delays or failure to perform where such delay or failure is due to events beyond its reasonable control.
9.4 Any claim for damage or loss must be reported to the Company as soon as reasonably practicable and in any event within 48 hours of completion of the Services, together with supporting details and evidence. Failure to report within this period may affect the Companys ability to investigate and resolve the matter.
9.5 The Companys total liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the amount paid or payable by the Customer for the relevant booking, except where liability cannot be limited by law.
9.6 The Company is not responsible for pre existing damage, fair wear and tear, deterioration due to age, or latent defects in materials, surfaces, or fabrics that become apparent during or after cleaning.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle general cleaning waste generated in the course of the Services in a responsible manner and in accordance with applicable UK waste and environmental regulations.
10.2 Unless specifically agreed as part of the Service, the Company does not remove large volumes of household rubbish, construction debris, hazardous waste, clinical waste, or any materials requiring special licences or handling procedures. The Customer is responsible for appropriate disposal of such items using authorised waste carriers or local authority services.
10.3 The Customer must inform the Company in advance if they expect any unusual or potentially hazardous materials to be present at the Premises. The Company may refuse to handle such materials and may withdraw from the job if health, safety, or regulatory concerns arise.
10.4 Where the Company agrees to remove waste from the Premises, title to such waste may pass to the Company or its authorised waste contractor for the purposes of lawful disposal. Additional charges may apply for waste removal services.
11. Complaints and Service Issues
11.1 The Company aims to deliver Services to a high standard. If the Customer is dissatisfied with any aspect of the work, they should notify the Company promptly, ideally within 24 hours of completion, so that the Company can investigate and, where appropriate, arrange a remedy.
11.2 Where a complaint is justified, the Company may, at its discretion, offer a re clean of the affected areas, a partial refund, or another suitable remedy, subject to the circumstances and evidence available.
11.3 The Customer agrees to provide reasonable access and cooperation to allow the Company to inspect and rectify any reported issues.
12. Data Protection and Privacy
12.1 The Company will process personal data provided by the Customer in accordance with applicable UK data protection laws. Personal data will be used to manage bookings, deliver Services, process payments, and communicate with the Customer.
12.2 The Company may retain records of bookings, invoices, and communications for legal, accounting, and operational purposes for as long as reasonably required.
12.3 The Company will not sell the Customers personal data to third parties. Data may be shared with trusted service providers where necessary to deliver the Services or comply with legal obligations.
13. Variations to these Terms
13.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will generally apply to that booking.
13.2 Continued use of the Services following notification of changes will constitute acceptance of the updated Terms and Conditions.
14. Severability
14.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed removed, and the remaining provisions shall continue in full force and effect.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 the Services.
By proceeding with a booking or allowing the Services to be carried out at your Premises, you confirm that you have read, understood, and agreed to these Terms and Conditions.