Terms And Conditions
Camden Town Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Camden Town Cleaners provides cleaning and related services to residential and commercial customers. By making a booking or allowing our cleaners to access your premises, you agree to be bound by these Terms and Conditions.
These terms are intended to apply to all services provided within our operating areas and to all methods of booking, including online booking forms and written confirmations. Please read them carefully before placing a booking.
Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means any individual, company, or organisation that requests or receives services from Camden Town Cleaners.
Company means Camden Town Cleaners, the cleaning service provider.
Services means the cleaning and associated services offered by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and specialist cleaning where agreed.
Premises means the property or properties at which the Services are to be performed.
Cleaner means any operative or subcontractor engaged by the Company to carry out the Services.
Scope of Services
The Company provides cleaning services as agreed with the Customer at the time of booking. The specific tasks, frequency, and duration of the Services will be confirmed in the booking confirmation or service schedule.
Unless otherwise agreed in writing, the Services do not include the removal of hazardous materials, heavy lifting, cleaning exterior windows at height, or any task that may put the Cleaner at risk. The Company reserves the right to refuse or discontinue any task that is unsafe, unlawful, or outside the agreed scope.
The Customer is responsible for ensuring that the Premises are in a condition suitable for cleaning and that there is safe access to all areas to be cleaned.
Booking Process
Bookings may be requested through the Company’s booking channels, which may include online forms or written requests. All bookings are subject to acceptance and confirmation by the Company.
When requesting a booking, the Customer must provide accurate information regarding the Premises, the type of cleaning required, the size of the property, and any particular requirements. The Company may adjust any estimate or quotation if the information provided is inaccurate or incomplete.
A booking will be deemed confirmed when the Customer receives written confirmation from the Company, which may include the date, time, type of service, and any applicable charges. The Company reserves the right to decline a booking at its sole discretion.
The Customer must ensure that they, or a designated representative, are available to provide access to the Premises at the agreed time unless key holding or alternative access arrangements have been agreed in advance.
Service Area
The Company provides Services within designated areas, which focus on Camden Town and surrounding locations. Acceptance of a booking may depend on whether the Premises fall within the current operational area at the time of the request.
The Company may decline or cancel a booking if the Premises are located outside the service area or if travel and logistics make the booking impractical. Any such decision will be communicated to the Customer as soon as reasonably possible.
Pricing, Estimates and Quotations
Prices for Services will be provided to the Customer before booking is confirmed. This may be in the form of an hourly rate, a fixed price per service, or a combination of both.
Any estimate or quotation is based on the information provided by the Customer. If, upon arrival, the Premises are found to be significantly different in condition, size, or requirements from those described, the Company reserves the right to revise the price or the scope of the Services. In such cases the Customer may accept the revised terms or cancel the service, subject to any applicable call-out or cancellation charges.
All prices are stated in pounds sterling unless expressly stated otherwise. Any applicable taxes will be included in the price or clearly indicated where required by law.
Payments
Payment terms will be communicated to the Customer at the time of booking. The Company may require full or partial payment in advance, particularly for one-off or specialist services such as end of tenancy or deep cleaning.
For regular ongoing services, payment may be required on the day of service, in advance of each visit, or on a periodic basis as agreed. The Customer is responsible for ensuring that payments are made on time and in full.
Accepted payment methods will be notified to the Customer, which may include card payments, bank transfers, or approved third-party payment services. Cash payments may be accepted only where expressly agreed.
If payment is not received in accordance with the agreed terms, the Company reserves the right to suspend or cancel further Services, apply reasonable late payment charges, and take appropriate steps to recover any outstanding amounts.
Cancellations, Rescheduling and Access
The Customer may cancel or reschedule a booking by providing notice to the Company. Unless otherwise stated at the time of booking, the following shall apply:
If the Customer cancels or reschedules a booking with at least 24 hours notice before the scheduled start time, no cancellation fee will normally be charged.
If the Customer cancels or reschedules with less than 24 hours notice, the Company may charge a cancellation fee, which may be up to the full price of the booked service, to cover costs already incurred and loss of opportunity.
If the Cleaner arrives at the Premises at the agreed time and is unable to gain access, or if the Customer fails to provide necessary access codes, keys, or instructions, this may be treated as a late cancellation and charged accordingly.
The Company may cancel or reschedule a booking due to unforeseen circumstances such as staff illness, severe weather, or operational issues. In such cases the Company will notify the Customer as soon as reasonably possible and will offer an alternative appointment. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.
Customer Obligations
The Customer agrees to:
Provide accurate information about the Premises and the required Services.
Ensure safe and reasonable access to the Premises at the agreed time.
Provide electricity, running water, and, where relevant, adequate lighting and heating during the service.
Inform the Company of any health and safety risks, fragile items, or areas not to be cleaned.
Secure or remove valuable, delicate, or irreplaceable items prior to the visit.
The Customer is responsible for ensuring that any equipment or cleaning products provided by them are safe, in good working order, and suitable for the intended use.
Company Obligations
The Company will provide Services with reasonable care and skill, using personnel who are appropriately trained for the tasks assigned.
The Company will make reasonable efforts to send the same Cleaner or team to regular bookings, but does not guarantee continuity of specific personnel.
The Company will maintain appropriate insurance policies in connection with its Services, subject to the limitations set out in these Terms and Conditions.
Liability and Insurance
The Company will take reasonable care when providing the Services and handling the Customer’s property. However, the Customer acknowledges that minor wear and tear, such as light scuffing, may occur in the normal course of cleaning.
If damage is caused by the negligence of the Company or its Cleaners, the Customer must notify the Company in writing as soon as reasonably possible and in any event within 48 hours of the service. The Customer must provide details and, where appropriate, supporting evidence.
The Company’s liability for loss or damage arising from the provision of Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item and the total amount paid by the Customer for the specific Service during which the damage occurred.
The Company shall not be liable for:
Any pre-existing damage, defect, or wear and tear.
Damage arising from the use of unsuitable or defective equipment or products supplied by the Customer.
Loss of cash, jewellery, or other high-value items unless they were specifically declared to the Company in writing before the commencement of the Services and appropriate arrangements were agreed.
Any indirect, consequential, or economic loss, including loss of profit, loss of use, or loss of opportunity.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
Waste Disposal and Environmental Regulations
The Company will handle and dispose of waste produced in the course of providing Services in accordance with applicable waste and environmental regulations relevant to the locations in which it operates.
Unless otherwise agreed in writing, the Services do not include the removal of large volumes of waste, construction rubble, hazardous substances, clinical waste, or electrical items. The Customer is responsible for arranging appropriate disposal for such materials through authorised waste carriers.
If the Customer requires removal of waste beyond normal domestic or office refuse, the Company may, at its discretion, provide a separate quotation for such services or recommend that the Customer contacts an appropriate specialist provider.
The Customer agrees not to request the Cleaner to remove or transport waste in a manner that would breach local waste regulations or place the Cleaner at risk.
Health and Safety
The Company is committed to maintaining high standards of health and safety for Customers and Cleaners. The Customer agrees not to request any task that may reasonably be considered hazardous, including use of ladders at unsafe heights, handling dangerous substances, or lifting excessively heavy items.
If the Cleaner believes that a task cannot be completed safely, they will decline or cease that task and may notify the Company. The Company will discuss any necessary changes to the scope of Services with the Customer.
Complaints and Service Quality
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible and, ideally, within 24 hours of the relevant visit so that any issues can be investigated and addressed promptly.
The Company may, at its discretion, offer to re-clean specific areas, adjust future Services, or provide another form of resolution where a complaint is found to be valid and directly related to the quality of the Services provided.
Keys and Security
Where the Customer provides keys or access codes, the Company will take reasonable steps to keep them secure and confidential. Keys may be labelled with a coded reference rather than the Customer’s name or address.
The Customer must inform the Company immediately if there is any change to access arrangements or if keys or access devices are lost or stolen.
The Company shall not be responsible for any loss arising from inaccurate instructions or where the Customer has failed to inform the Company of changes in access or security arrangements.
Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, pandemics, accidents, or restrictions imposed by authorities.
Where a force majeure event occurs, the Company will inform the Customer as soon as reasonably practicable and will seek to resume Services as soon as conditions allow.
Variation of Terms
The Company may update or vary these Terms and Conditions from time to time. Any updated terms will apply to new bookings and, where reasonable, to ongoing services after the Customer has been given notice of the changes.
Continued use of the Services after notification of a change will constitute acceptance of the updated Terms and Conditions.
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.
Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, such provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable, or, if such modification is not possible, deleted. The remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with any written service agreements or booking confirmations, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, statements, or representations, whether oral or written.
By making a booking with Camden Town Cleaners, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.
