Bermondsey Cleaners Terms and Conditions of Service
These Terms and Conditions govern all cleaning services provided by Bermondsey Cleaners to its customers. By booking or using any of our services, 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 definitions apply:
Customer means any individual, business, or organisation that requests or receives cleaning services from Bermondsey Cleaners.
Company, we or us means Bermondsey Cleaners as the provider of cleaning services.
Services means any cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, office cleaning, deep cleaning, and one-off cleaning services.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services made by the Customer and accepted by the Company.
2. Scope of Services
The Company provides professional cleaning services within its designated service area. The exact nature, duration, and price of the Services will be agreed with the Customer at the time of booking. Any additional tasks or variations requested by the Customer may be subject to extra charges and must be confirmed by the Company before being undertaken.
The Company reserves the right to refuse any job that, in its reasonable opinion, may pose a risk to health and safety, is outside the scope of normal cleaning activities, or is otherwise unsuitable.
3. Booking Process
Bookings can be made by the Customer through the Company’s accepted communication channels. When making a booking, the Customer must provide accurate and complete information, including but not limited to the address of the Premises, type of property, approximate size, required Services, preferred dates, and any specific instructions or access details.
All bookings are subject to availability. A booking is only considered confirmed once it has been expressly accepted by the Company. The Company may, at its discretion, require partial or full payment in advance to secure the booking.
The Customer is responsible for ensuring that the details of their booking are correct. Any changes to bookings must be communicated to the Company as soon as possible and are subject to these Terms and Conditions.
4. Access to the Premises
The Customer must provide safe and reasonable access to the Premises on the agreed date and time. This may include providing keys, access codes, parking permissions, or arranging for someone to be present to grant access.
Where keys are supplied, the Company will take reasonable care to ensure their security. However, the Company accepts no liability for loss or damage resulting from keys or access codes that were already in circulation or not exclusively provided for the purposes of the Services.
If the Company’s cleaners are unable to gain access to the Premises at the agreed time, the visit may be treated as a late cancellation and may be charged in accordance with the cancellation provisions in these Terms and Conditions.
5. Customer Obligations
The Customer agrees to:
Ensure that the Premises are safe for work to be carried out and that any hazards are removed or clearly identified.
Inform the Company in advance of any special requirements, delicate items, restricted areas, or surfaces that require specific cleaning methods.
Provide access to basic utilities such as electricity, water, and sufficient lighting for the duration of the Services.
Ensure that any valuable, fragile, or irreplaceable items are safely stored away or clearly identified.
Refrain from instructing cleaners to undertake tasks that fall outside the agreed scope of Services or that may compromise their health and safety.
6. Prices and Payment
Prices for Services are provided to the Customer at the time of booking and may be based on an hourly rate, a fixed fee, or a quoted price depending on the nature of the work. All prices are provided in advance of the Service being carried out.
The Company reserves the right to adjust its prices from time to time. Any change in pricing will not affect confirmed bookings that have already been accepted by the Company, unless the scope of Services changes or the information originally provided by the Customer was inaccurate or incomplete.
Unless otherwise agreed in writing, payment is due on completion of the Services or in accordance with the payment schedule communicated to the Customer. The Company accepts payment via approved methods as communicated at the time of booking.
Where payment is not made on time, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in pursuing payment, including administration and legal costs where applicable.
7. Deposits and Prepayments
For certain types of Services, including but not limited to end of tenancy cleaning, large one-off cleans, or specialist services, the Company may require a deposit or full prepayment to secure the booking. The Customer will be informed of this requirement at the time of booking.
Deposits and prepayments are generally non-refundable in the event of late cancellation or no access, in accordance with the cancellation policy set out in these Terms and Conditions.
8. Cancellations and Amendments
The Customer may cancel or amend a booking by giving the Company prior notice. The required notice period and any applicable charges will be communicated to the Customer at the time of booking and may vary depending on the type of Service.
As a guideline, cancellations or significant amendments made with less than 24 hours notice before the scheduled start time may incur a cancellation fee of up to the full value of the booked Service. Where access to the Premises is not possible at the agreed time through no fault of the Company, this may also be treated as a late cancellation.
The Company reserves the right to cancel or reschedule a booking at any time due to circumstances beyond its reasonable control, including but not limited to severe weather, staff sickness, transport disruption, or safety concerns. In such cases, the Company will offer an alternative appointment or, where payment has already been made for Services not yet delivered, a refund for the affected portion.
9. Service Quality and Complaints
The Company aims to provide Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably possible, preferably within 24 hours of completion, so that the issue can be investigated.
Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected areas or another appropriate remedy. The Customer must allow the Company the opportunity to address any concerns before arranging third-party services or withholding payment.
10. Liability and Limitations
The Company will exercise reasonable care when carrying out the Services. However, the Company’s liability is limited as follows:
The Company will not be liable for normal wear and tear, pre-existing damage, or defects that could not reasonably be detected before or during the provision of Services.
The Company will not be liable for damage resulting from faulty materials, poor installation, or inherent defects in the Premises or items being cleaned.
The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity arising out of or in connection with the Services.
To the fullest extent permitted by law, the Company’s total liability in respect of any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid or payable by the Customer for the specific Service giving rise to the claim.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
11. Customer Property and Keys
The Customer is responsible for safeguarding their own property and valuables. The Company recommends that cash, jewellery, important documents, and other high-value or irreplaceable items are safely stored away during cleaning visits.
Where the Customer supplies keys or access devices to the Company, these will be handled with reasonable care and stored securely when not in use. The Company will not be liable for any loss or damage where access devices have been copied, shared, or otherwise used by third parties without the Company’s involvement.
12. Waste Handling and Environmental Regulations
The Company will handle general waste arising from the provision of cleaning Services in accordance with applicable waste and environmental regulations. This includes the appropriate disposal of general household or office waste generated as a direct result of the cleaning activities.
The Company is not responsible for the removal or disposal of large quantities of rubbish, construction waste, hazardous materials, or items that are subject to specific disposal regulations unless expressly agreed in advance and priced accordingly.
Hazardous or controlled waste includes, but is not limited to, medical waste, sharps, chemicals, asbestos, paint, oils, solvents, electrical equipment, and any waste requiring special permits or disposal methods. The Customer remains responsible for arranging lawful disposal of such waste and for ensuring that any waste retained at the Premises does not present a risk to the Company’s personnel.
The Customer agrees not to request or require the Company to dispose of waste in a manner that would breach applicable laws or regulations. The Company reserves the right to refuse to remove or handle any waste that it reasonably believes may be hazardous, unlawful, or beyond the agreed scope of Services.
13. Health and Safety
The Company is committed to maintaining high standards of health and safety for its staff and Customers. The Customer agrees to support this by ensuring that the Premises are reasonably free from hazards and by informing the Company of any known risks, such as structural issues, unsafe surfaces, or the presence of hazardous materials.
The Company’s staff are instructed not to use equipment that appears unsafe, not to lift excessively heavy items, and not to undertake activities that may place them at undue risk. The Company reserves the right to withdraw staff from any Premises where they feel unsafe or where health and safety standards are not adequately met.
14. Insurance
The Company maintains appropriate insurance cover in respect of its cleaning operations, subject to the terms, conditions, and exclusions of the relevant insurance policies. Details of insurance cover can be made available to the Customer upon reasonable request.
The Customer is responsible for ensuring that their own building and contents insurance is adequate and remains in force during the provision of Services.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure arises from events beyond its reasonable control, including but not limited to acts of God, extreme weather, fire, flood, strike, lock-out, labour dispute, pandemic, civil unrest, or transport disruption.
In such circumstances, the Company will use reasonable efforts to inform the Customer and to reschedule the Services where possible.
16. Privacy and Data Protection
The Company will collect and use personal information provided by the Customer for the purposes of managing bookings, delivering Services, processing payments, and communicating with the Customer. The Company will handle such information in accordance with applicable data protection laws.
The Customer is responsible for ensuring that any personal information they provide is accurate and up to date. The Company will not share personal information with third parties except where necessary for the provision of Services, for payment processing, or where required by law.
17. Amendments to These Terms
The Company may amend these Terms and Conditions from time to time. Any updated version will apply to future bookings and Services from the date on which it is made available. The version in force at the time of a particular booking will apply to that booking, unless changes are required by law or with the express agreement of the Customer.
18. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be treated as severed from the remainder of the Terms and Conditions, which will continue to be valid and enforceable to the fullest extent permitted by law.
19. 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 provision of the Services.
20. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or service agreement issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. They supersede any prior understandings, representations, or agreements, whether oral or written, relating to the same subject matter.
By placing a booking or using the Services of Bermondsey Cleaners, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
