Cleaner Pimlico Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Cleaner Pimlico to domestic and commercial clients. By making a booking or allowing a Cleaner Pimlico operative to carry out work at your premises, 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 words have the meanings set out below:

Client means the person, firm, or company requesting cleaning services from Cleaner Pimlico.

Company means Cleaner Pimlico, the cleaning service provider.

Services means the cleaning and related services supplied by the Company to the Client, including any one-off, regular, domestic, or commercial cleaning or associated tasks as agreed.

Premises means the address or location where the Services are to be carried out.

Operative means any cleaner, subcontractor, or representative engaged by the Company to perform the Services.

Agreement means the contract between the Client and the Company incorporating these Terms and Conditions.

2. Scope of Services

The Company provides cleaning and related services as agreed with the Client during the booking process. The specific tasks, frequency, and duration of each visit will be confirmed at or before the time of booking. The Company reserves the right to decline any work which it considers unsafe, inappropriate, or beyond the reasonable scope of domestic or commercial cleaning services.

Any additional services required during or after the initial booking, including deep cleaning, end-of-tenancy cleaning, or waste clearance beyond normal household waste, will be subject to separate charges and must be agreed in advance.

3. Booking Process

Clients may request Services by contacting the Company through its chosen communication channels or booking systems. A booking is considered an offer by the Client to purchase Services in accordance with these Terms and Conditions.

The Company will confirm acceptance of a booking by issuing a booking confirmation, verbally or in writing. The Agreement is formed when the Company confirms the booking. The Company may require details such as the Premises address, access arrangements, type of property, approximate size, and specific cleaning requirements prior to confirming the booking.

The Client is responsible for providing accurate and complete information at the time of booking. Any changes to the Premises, access, or requirements must be communicated to the Company as soon as reasonably practicable. The Company reserves the right to adjust the quoted price or cancel the booking if the information provided is inaccurate or incomplete.

4. Access to Premises

The Client must ensure that the Operatives have safe and reasonable access to the Premises at the agreed time. This includes providing keys, access codes, or arranging for someone to be present when the Operative arrives.

If the Operative is unable to gain access at the scheduled time due to circumstances within the Client’s control, the visit 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 Company will take reasonable care of any keys or access devices supplied by the Client but accepts no liability for loss or damage arising from circumstances beyond its control, including theft, burglary, or misuse unrelated to the actions of its Operatives.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for Operatives, including adequate lighting, heating, and running water.

Disclose any known health and safety risks at the Premises, including hazardous materials, structural issues, or restricted areas.

Ensure that any fragile, valuable, or irreplaceable items are stored safely and, where appropriate, removed from areas to be cleaned.

Comply with all relevant laws and regulations relating to the Premises and the provision of cleaning services.

Not instruct Operatives to undertake any work that falls outside the scope of the agreed Services or that may be unsafe or unlawful.

6. Pricing and Quotations

Prices for Services may be quoted as hourly rates, fixed fees, or a combination of both. Quotations are based on the information provided by the Client at the time of enquiry and may be subject to change if the actual condition or size of the Premises differs from that described.

All quotations are given in good faith but do not constitute a binding offer unless expressly stated. The Company reserves the right to amend prices to reflect additional time or work required, including where the Premises are in significantly worse condition than reasonably anticipated.

Any additional charges, such as congestion charges, parking fees, or special equipment costs, will be explained to the Client where reasonably foreseeable.

7. Payments and Invoicing

Payment terms will be communicated to the Client at the time of booking. Unless otherwise agreed, payment is due on completion of each cleaning visit or in advance for ongoing or package services.

The Company may accept a range of payment methods, subject to availability and any processing conditions it may apply. Where invoicing is agreed, payment must be made by the due date stated on the invoice. The Company reserves the right to charge interest on overdue accounts in accordance with applicable UK legislation.

The Client agrees not to withhold payment for completed Services on the basis of minor or subjective dissatisfaction, provided that the Services have been carried out with reasonable care and skill. Any genuine concerns should be raised in line with the complaints procedure set out in these Terms and Conditions.

8. Cancellations and Rescheduling

If the Client wishes to cancel or reschedule a booking, they must give the Company as much notice as reasonably possible. The Company may apply a minimum notice period for cancellations or rescheduling, which will be communicated at the time of booking or in subsequent correspondence.

Where a visit is cancelled or rescheduled with less than the required notice, the Company reserves the right to charge a cancellation fee, which may be up to the full cost of the scheduled visit. This is to cover the Operative’s time and any associated costs.

The Company reserves the right to cancel or reschedule a visit due to circumstances beyond its control, including but not limited to staff illness, severe weather, transport disruption, or safety concerns at the Premises. In such cases, the Company will endeavour to provide as much notice as possible and may offer an alternative appointment. The Company will not be liable for any losses arising from such cancellations or rescheduling.

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 notify the Company as soon as possible, and in any event within 24 hours of the relevant visit where practicable.

The Company may request evidence, such as photographs or a written description of the issue, and will seek to resolve complaints by investigating the matter and, where appropriate, arranging a re-clean of the affected area or offering a partial refund or credit. Any such remedies are at the Company’s discretion, subject to the circumstances and provided that the complaint is reasonable and genuine.

The Client agrees to allow the Company a reasonable opportunity to inspect and remedy any alleged defects before taking further action.

10. Liability and Insurance

The Company will maintain appropriate insurance cover for its business activities, including public liability insurance where required. Details of insurance can be provided upon reasonable request.

Nothing in these Terms and Conditions seeks to exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot be excluded under UK law.

Subject to the foregoing, the Company’s liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid by the Client for the specific visit during which the incident occurred. The Company will not be liable for indirect or consequential losses, loss of profits, loss of opportunity, or loss of enjoyment.

The Company is not liable for wear and tear, pre-existing damage, discolouration, deterioration of surfaces, or damage arising from the use of domestic equipment or products supplied by the Client. The Client is responsible for ensuring that any products provided are safe and suitable for use on the relevant surfaces.

11. Damage and Breakages

The Client must report any alleged damage or breakage caused by an Operative to the Company as soon as reasonably possible, and in any event within 24 hours of the incident being discovered. The Company may request evidence and reserves the right to inspect the damage before agreeing any remedy.

Where the Company is found to be responsible, it may, at its discretion, arrange for repair, replacement, or compensation, taking into account the age and condition of the item prior to the incident. The Company will not be responsible for damage to items that are inherently fragile, poorly fixed, or in a state of disrepair.

12. Waste Handling and Environmental Regulations

The Company will handle waste generated in the normal course of cleaning in accordance with relevant waste and environmental regulations. This may include the safe disposal of general household waste, vacuumed debris, and small quantities of recyclable materials left in standard household bins at the Premises.

The Company does not provide specialist waste removal services, including but not limited to large volumes of waste, hazardous materials, clinical waste, building rubble, electrical goods, or items requiring licensed carriers. The Client is responsible for arranging appropriate disposal of such materials in line with applicable laws and regulations.

Operatives are instructed not to remove waste from the Premises beyond what is reasonably incidental to the cleaning service, unless a separate waste removal service has been expressly agreed. The Client must not request Operatives to dispose of waste illegally or in a manner contrary to UK waste regulations.

13. Health and Safety

The Company is committed to maintaining high standards of health and safety for its Operatives and Clients. Operatives will work in accordance with relevant health and safety legislation and the Company’s policies and procedures.

The Client agrees not to request any task that may compromise health and safety, such as working at unsafe heights, moving heavy furniture beyond reasonable limits, or handling hazardous substances. The Company reserves the right to refuse any work that it considers unsafe or unsuitable.

14. Privacy and Data Protection

The Company will collect and process personal data about Clients only as necessary to provide the Services, manage bookings, and comply with its legal obligations. Personal data will be handled in accordance with applicable data protection laws in the UK.

The Company will take reasonable measures to keep Client information secure and will not sell or disclose personal data to third parties except where required for service delivery, legal compliance, or with the Client’s consent.

15. Non-Solicitation of Operatives

The Client agrees that they will not, directly or indirectly, engage, employ, or contract any Operative introduced by the Company for cleaning or related services outside of the Company’s arrangements for a period of 12 months from the last date of the Operative’s attendance at the Premises under the Company’s Agreement.

If the Client breaches this clause, the Company reserves the right to charge an introduction fee representing a reasonable estimate of the loss suffered by the Company.

16. Amendments to Terms and Conditions

The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices, or service offerings. The latest version will apply to all new bookings from the date of publication or notification. For ongoing service agreements, the Company will give reasonable notice of any material changes.

17. 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 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.

18. 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 severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.

19. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking or service specification provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, statements, or agreements, whether written or oral.

By proceeding with a booking, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.