Terms And Conditions

St John’s Wood Cleaner Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by St John’s Wood Cleaner to its customers within its designated service areas in the United Kingdom. By making a booking, accepting a quotation, or permitting cleaners to enter your premises, you agree to be bound by these Terms and Conditions.

These terms apply to both domestic and commercial clients unless otherwise stated in a written agreement signed by both parties.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Client means any individual, business, or organisation that requests or receives cleaning services from St John’s Wood Cleaner.

Company means St John’s Wood Cleaner, the provider of the cleaning services.

Services means any cleaning, housekeeping, or related tasks performed by the Company at the Client’s premises.

Cleaner means any employee, contractor, or representative assigned by the Company to perform the Services.

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

2. Scope of Services

The Company provides cleaning services including, but not limited to, regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, and commercial premises cleaning, subject to prior agreement with the Client.

The specific tasks to be carried out, the frequency of visits, the duration of sessions, and any special instructions will be agreed at the time of booking or as otherwise documented by the Company. The Company reserves the right to refuse tasks that are unsafe, illegal, or beyond the reasonable scope of cleaning services.

3. Booking Process

Bookings must be made directly with the Company using an accepted booking channel designated by the Company. All bookings are subject to acceptance and availability.

At the time of booking, the Client must provide accurate information, including the address of the Premises, type and approximate size of the property, preferred dates and times, and details of any specific requirements or access constraints.

The Company may provide an estimated duration for the Services based on the information given. This is an estimate only and may be adjusted during or after the first visit if the actual condition or size of the Premises differs from the description provided by the Client.

A booking is confirmed only once the Company has acknowledged acceptance of the booking and, where applicable, received any required advance payment or deposit.

4. Access to the Premises

The Client is responsible for providing safe and reasonable access to the Premises at the agreed time. This may include arranging for someone to be present, providing keys, key codes, or notifying building management where necessary.

If access cannot be gained at the scheduled time due to reasons beyond the Company’s control, the visit may be treated as a late cancellation and charges may apply in accordance with the cancellation policy set out below.

The Client must ensure the Premises are in a safe condition for the Cleaner to work, including adequate lighting, heating where appropriate, and the absence of hazards such as exposed wiring, dangerous animals, or insecure structures.

5. Pricing and Quotations

Prices may be quoted per hour, per visit, per project, or on another basis agreed in advance. All quotations are based on the information provided by the Client and on the Company’s standard rate card as applicable at the time of booking.

The Company reserves the right to revise a quotation or apply surcharges if the information supplied by the Client is inaccurate or incomplete, or if additional work is requested or required beyond the original scope.

Any change in pricing will be communicated to the Client in advance of subsequent visits. Continued use of the Services following notification of a price change constitutes acceptance of the new pricing.

6. Payments and Invoicing

Payment terms will be confirmed at the time of booking. The Company may require payment in advance, payment on the day of service, or payment on invoice, depending on the type of service and the Client’s status.

Accepted payment methods will be specified by the Company and may include bank transfer, card payment, or other cashless methods. The Company does not accept responsibility for payments made through unapproved or unofficial channels.

Invoices, where applicable, are payable by the due date shown on the invoice. Late payment may result in suspension of the Services and may incur interest or administrative charges at the Company’s discretion and in line with applicable law.

The Client is responsible for ensuring that payment is made in full and on time. The Company may withhold future services until outstanding amounts are settled.

7. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the minimum notice required by the Company. The applicable notice period will be communicated at the time of booking or in the Client’s service agreement.

Where the Client fails to provide sufficient notice, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled visit. Short-notice cancellations or repeated cancellations may result in termination of ongoing service arrangements.

If the Cleaner arrives at the Premises and is unable to gain access or is prevented from carrying out the Services due to circumstances within the Client’s control, the visit may be treated as cancelled without notice and charged accordingly.

The Company may cancel or reschedule a booking due to operational reasons, staff illness, safety concerns, severe weather, or events beyond its reasonable control. In such cases, the Company will offer an alternative appointment where possible. The Company is not liable for any loss arising from such cancellations, beyond refunding any pre-paid amount for the affected booking where the service has not been delivered.

8. Client Obligations

The Client agrees to provide accurate information at the time of booking and to update the Company promptly in the event of any changes that might affect delivery of the Services.

The Client must ensure that:

The Premises are secure, including any alarm systems being correctly set or disarmed as appropriate to allow access.

Reasonable working conditions exist, and that the Cleaner is not subjected to abusive, threatening, or discriminatory behaviour by any person on the Premises.

Valuable, fragile, or irreplaceable items are stored safely or moved out of the working areas, or that the Cleaner is advised of their presence and any special precautions required.

The Client must not directly solicit, employ, or separately engage the services of any Cleaner introduced by the Company, without the Company’s written consent. If this occurs, the Company may charge a reasonable introduction or compensation fee.

9. Equipment, Materials, and Supplies

Unless otherwise agreed, the Company will provide standard cleaning equipment and cleaning products suitable for the Services to be carried out. The Company seeks to use products that are appropriate for general domestic and commercial use, but does not guarantee suitability for every material or surface.

If the Client requests the use of their own cleaning products or equipment, this is at the Client’s risk. The Company is not liable for any damage or reduced performance arising from products or equipment supplied by the Client, including issues relating to health, safety, or allergies.

The Client is responsible for alerting the Company to any surfaces or items that require special cleaning methods or that may be sensitive to certain products or techniques.

10. Waste Handling and Environmental Responsibilities

The Company will handle ordinary household and office waste generated during the cleaning process in accordance with applicable UK waste regulations. This typically involves placing waste into the Client’s designated domestic or commercial bins for collection by the relevant local authority or approved waste contractor.

The Company does not remove or transport large volumes of waste, bulky items, construction debris, hazardous waste, clinical waste, or any materials regulated under specialised waste regimes unless separately agreed in writing and arranged with an authorised waste carrier.

The Client is responsible for ensuring that appropriate bins and recycling facilities are available at the Premises, and for complying with any local separation and recycling requirements.

Where the Client requests removal or disposal of items beyond normal cleaning waste, additional charges may apply, and the Company reserves the right to refuse handling of materials that are unsafe, unlawful, or outside its usual services.

11. Liability and Insurance

The Company shall take reasonable care in performing the Services and shall hold appropriate insurance cover for its operations as required by law and industry practice.

In the unlikely event of damage to the Client’s property directly caused by the negligence of the Company or its Cleaners, the Client must notify the Company as soon as reasonably possible and in any event within a reasonable time after the incident is discovered. The Company reserves the right to inspect the damage and, where appropriate, arrange for repair or replacement, or make an insurance claim.

The Company’s total liability for any claim arising out of or in connection with the Services shall be limited to the lesser of the cost of repair or replacement of the damaged item, or the amount paid by the Client for the specific service visit during which the incident occurred, save where such limitation is not permitted by law.

The Company is not liable for:

Normal wear and tear or deterioration resulting from the performance of standard cleaning tasks.

Damage arising from pre-existing defects, weakness, or poor condition of any item, surface, or installation.

Loss of money, jewellery, or items of high value that were not secured or disclosed to the Company prior to the service.

Any indirect, consequential, or economic loss, including loss of profit, revenue, or opportunity.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded under applicable law.

12. Complaints and Service Quality

The Company aims to deliver a professional and reliable service. If the Client is dissatisfied with any aspect of the Services, the Client should raise the matter with the Company promptly so that it can investigate and, where appropriate, take corrective action.

Complaints relating to the quality of cleaning should generally be raised within a reasonable time from completion of the relevant service visit, and ideally within 24 hours, so that the Company can assess the issue while it is still recent.

At its discretion, the Company may offer to re-clean specific areas, adjust future services, or provide another form of resolution. Any such measures are goodwill gestures and do not constitute an admission of liability unless explicitly stated in writing.

13. Health, Safety, and Conduct

The Company will operate in accordance with relevant health and safety laws and strive to maintain a safe working environment for its Cleaners and for the Client’s occupants.

The Client must not instruct Cleaners to undertake tasks that may be unsafe or beyond the scope of normal cleaning activities, such as working at unsafe heights, handling electrical repairs, or lifting excessively heavy items. The Cleaner is entitled to refuse any activity they consider unsafe.

The Client agrees to treat all Cleaners with respect and shall not subject them to any form of harassment, discrimination, or unreasonable demands. The Company may suspend or terminate services if Cleaners are placed in situations that compromise their safety or wellbeing.

14. Termination of Services

Either party may terminate an ongoing service arrangement by giving the notice period stated in the service agreement or, if none is specified, by giving reasonable prior notice.

The Company may terminate the provision of Services with immediate effect if the Client commits a serious or persistent breach of these Terms and Conditions, including failure to pay fees when due, unsafe conditions at the Premises, or abusive behaviour towards Cleaners.

Upon termination, the Client remains liable for all fees due up to and including the last day of service, together with any applicable cancellation or late payment charges.

15. Data Protection and Privacy

The Company will process personal data provided by the Client solely for the purpose of administering bookings, delivering the Services, managing payments, and fulfilling its legal obligations.

The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary for service delivery, legal compliance, or as required by law.

By using the Services, the Client consents to the Company holding and using their information in accordance with applicable data protection laws in the United Kingdom.

16. Amendments to These Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any significant changes will be communicated to Clients where there is an ongoing service relationship.

The version of the Terms and Conditions in force at the time of each booking or service visit will apply to that booking or visit, unless changes have been expressly agreed in writing with the Client.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, 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 or formation, including non-contractual disputes or claims.

18. General Provisions

If any provision of these Terms and Conditions is or becomes invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services, unless a separate written contract is in place that expressly states otherwise.

By proceeding with a booking or allowing the Services to be carried out at the Premises, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.