Cleaner Kennington Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Kennington provides domestic and commercial cleaning services in the UK. By making a booking, confirming a service request, or allowing our cleaners to commence work, you agree to be bound by these terms. Please read them carefully before placing any order for cleaning services.

In these Terms, references to “we”, “us”, and “our” mean the service provider operating under the Cleaner Kennington name, and references to “you” or “the customer” mean the person, business, or household booking the service. These terms are intended to be fair, practical, and compliant with UK consumer law where applicable. Nothing in these Terms limits any rights you may have under the Consumer Rights Act 2015 or other mandatory legal protections.

We aim to provide a reliable and professional cleaning service, but the exact scope, timing, and pricing of each job will depend on the information you provide at the time of booking. If your property or requirements change between booking and attendance, we may revise the service plan, the duration, or the charge accordingly. Any reference to “cleaning service” in these Terms includes one-off cleans, regular cleaning, deep cleaning, end-of-tenancy cleaning, and any other agreed service.

1. Booking Process

Bookings may be made through any approved channel made available by Cleaner Kennington, subject to availability. To make a booking, you must provide accurate information about the property, the type of service required, the number of rooms or areas to be cleaned, access arrangements, and any special instructions that may affect the delivery of the service. The booking is not final until we have confirmed acceptance. We reserve the right to refuse or decline a booking where the requested service is outside our scope, unsafe, impractical, or unavailable.

When you book Cleaner Kennington services, you are responsible for ensuring that all details submitted are complete and correct. This includes any information relating to parking, building access, entry codes, pets, fragile items, alarms, or other conditions that may impact the job. If incorrect or incomplete information leads to additional time, delay, or extra materials, we may adjust the price or, where appropriate, treat the service as cancelled by you.

Booking confirmation will normally set out the service date, estimated duration, expected price or pricing basis, and any specific exclusions. The confirmation may be issued in writing or by electronic message. You should review it promptly and notify us of any errors or omissions. If no issue is raised before the service begins, the confirmed details will be treated as accurate for the purpose of providing the cleaning appointment.

2. Service Standards and Access

We will use reasonable skill and care in providing each cleaning service by Cleaner Kennington. The actual outcome of the service may depend on the condition of the property, the type of surfaces, the availability of running water or electricity, and whether the area has been prepared in advance. We are not responsible for pre-existing damage, wear and tear, hidden defects, or results that cannot reasonably be achieved through standard cleaning methods.

You must ensure that our staff or contractors have safe and timely access to the premises at the agreed time. If access is not available, or if entry is delayed because of your failure to provide the correct details, we may charge a waiting fee, a call-out fee, or the full booked service charge where attendance is wasted. If the cleaner is unable to enter after reasonable attempts, the appointment may be treated as cancelled by you.

If any hazard is present, including exposed wiring, unsafe flooring, aggressive animals, biohazards, or materials requiring specialist handling, you must inform us before the appointment. We may suspend or refuse the service if we believe the environment is unsafe. In such cases, any decision to proceed will be at our discretion and may be subject to amended terms, a revised quotation, or the use of additional protective equipment.

3. Payments and Pricing

Prices may be quoted as a fixed fee, an hourly rate, or a combination of both depending on the nature of the work. Any estimate given before attendance is based on the information supplied by you and may change if the actual condition of the property differs materially from the description provided. Unless otherwise agreed, all prices are stated inclusive or exclusive of VAT according to the applicable tax treatment at the time of invoicing.

You agree to pay all charges due for the cleaning work carried out, together with any additional amounts that arise from changes to the scope, time, access, or condition of the premises. Payment for Cleaner Kennington must be made by the method we specify at booking or on invoice. Where payment is required in advance, the booking may not be secured until cleared funds have been received. Where payment is due after completion, invoices must be paid within the timeframe stated on the invoice.

We may suspend future bookings, withhold further services, or charge interest and reasonable recovery costs if a payment becomes overdue. Any interest charged will be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise at a reasonable contractual rate permitted by law. If you dispute an invoice, you should notify us promptly with full details so that we can investigate in good faith. Disputed sums that are not genuinely contested remain payable on the due date.

4. Cancellations, Amendments, and No-Shows

You may cancel or reschedule a booking, but notice periods may apply. If you cancel with insufficient notice, we may charge a cancellation fee to cover reserved time, staff allocation, travel, and administrative costs. The applicable notice period and fee structure may vary depending on the type of service and will usually be confirmed during the booking process. If no separate notice period is stated, we may require reasonable notice based on the circumstances of the job.

Where a cancellation occurs after cleaning products, equipment, or personnel have already been allocated, Cleaner Kennington may charge for those costs, even if no cleaning takes place. This is especially relevant for jobs requiring specialist supplies, multiple operatives, or time-sensitive arrangements. If you wish to amend the booking, we will try to accommodate the request, but changes are subject to availability and may affect the price.

If you do not provide access at the agreed time, fail to attend where your presence is required, or otherwise prevent the service from being delivered, the booking may be treated as a no-show. In such cases, we may charge the full fee or a substantial portion of it. Repeated late cancellations or no-shows may also result in refusal of future bookings at our discretion.

5. Your Responsibilities

You are responsible for removing or securing valuables, confidential materials, cash, jewellery, documents, medication, and any items that should not be handled by cleaning staff. Although our teams are expected to act professionally and with care, we cannot accept responsibility for items not disclosed to us or not reasonably visible during the course of the work. You should also ensure that furniture, fittings, and personal items are suitable for the cleaning requested.

You must notify us of any allergies, sensitivities, or product restrictions before the appointment. While we will make reasonable efforts to use appropriate materials, some tasks may require specific chemicals or methods. If you request a particular product or cleaning approach, you acknowledge that this may affect the result. We may decline to use products that are unsafe, unlawful, or incompatible with the surfaces involved.

It is your responsibility to ensure that pets are restrained or managed, and that children and other occupants are kept away from active cleaning areas where necessary. If their presence interferes with the work or creates a health and safety issue, we may pause or stop the service. In such circumstances, any resulting delay or incomplete work may still be chargeable.

6. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence. We are not responsible for indirect or consequential losses, including loss of earnings, loss of opportunity, business interruption, or reputational harm.

To the fullest extent permitted by law, Cleaner Kennington cleaning services are provided on the basis that any claim for damage must be reported as soon as reasonably possible and in any event within a reasonable time after the service. You must allow us a fair opportunity to inspect the issue, investigate the circumstances, and where appropriate, offer a remedy. If a complaint is not raised promptly, it may be more difficult for us to verify the cause of the alleged loss.

If we are found liable for a direct loss, our maximum liability will normally be limited to the total amount paid or payable for the specific service in question, unless a higher amount is required by law. We do not guarantee the removal of every stain, mark, odour, or defect, particularly where the issue is longstanding, embedded, or caused by pre-existing conditions. Natural wear, ageing, and material sensitivity may affect results.

7. Waste Removal and Environmental Compliance

Any waste generated during the service must be managed in accordance with applicable UK waste regulations. This means that waste must be handled responsibly, stored safely, and disposed of through lawful channels where required. We do not operate as a licensed waste carrier unless expressly stated, and our standard cleaning services do not automatically include the removal of bulky waste, hazardous waste, clinical waste, asbestos-related materials, electrical waste, or other controlled substances.

If you ask us to remove items or waste from the property, you must tell us in advance exactly what is involved. We may refuse to handle any item that could require special permits, specialist disposal, or additional legal compliance. Where waste removal is agreed, you remain responsible for ensuring that the items are lawful to transport and dispose of. Any illegal or improperly classified waste will be left in place and may be reported if required by law.

We may separate, bag, and present standard household waste for collection if that forms part of the agreed service, but final collection and disposal remain subject to local authority arrangements and property-specific rules. You must not ask our staff to dispose of prohibited materials in ordinary waste streams. If we reasonably believe that the waste presented breaches environmental or safety rules, we may stop work immediately and invoice for time spent.

8. Complaints, Remedies, and Service Issues

If you are dissatisfied with any aspect of the service, you should notify us as soon as possible and provide a clear description of the issue. We may ask for photographs, access to the property, or other information to assess the matter properly. Where we agree that a service has fallen below a reasonable standard, we may, at our discretion, re-perform the affected portion of the work, offer a partial refund, or provide another proportionate remedy.

Any remedy will depend on the nature of the issue and whether you have complied with your responsibilities under these Terms. We are not obliged to provide a remedy where dissatisfaction arises from factors outside our control, including inaccurate instructions, unsuitable surfaces, pre-existing damage, or failure to allow sufficient time for the service. The existence of a complaint does not automatically suspend your obligation to pay undisputed sums.

If the issue cannot be resolved informally, it may be handled in line with the applicable dispute-resolution process. Both parties should act reasonably and in good faith. You agree to provide any information reasonably needed to investigate the matter, including booking details, correspondence, and evidence of the alleged problem.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. Where you are a consumer, you may also benefit from mandatory rights under the law of your place of residence if those rights cannot be excluded. Nothing in these Terms affects any statutory rights that cannot lawfully be limited or waived.

The courts of England and Wales shall have exclusive jurisdiction over any non-consumer dispute arising under these Terms. For consumer disputes, you may bring proceedings in the courts that have jurisdiction under applicable law. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These Terms represent the entire agreement between you and Cleaner Kennington in relation to the supply of cleaning services, unless we expressly agree otherwise in writing. Any variation must be confirmed by us to be effective. By booking or receiving a service, you acknowledge that you have read, understood, and accepted these Terms and Conditions.