Kensington Cleaners Terms and Conditions

These terms and conditions set out the basis on which Kensington Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these service terms, which apply to all standard appointments, one-off cleans, recurring cleaning arrangements, specialist requests and any additional services agreed in writing or by confirmed message. For the purposes of this document, references to “we”, “us” and “our” mean Kensington Cleaners, and references to “you” and “your” mean the customer or any person authorised to act on the customer’s behalf.

These Kensington Cleaners service terms are designed to be clear and practical. They explain how bookings are accepted, how prices and payments work, when cancellations or rescheduling may apply, what responsibilities each party has, and how issues are handled if something goes wrong. They also cover waste handling and other legal obligations relevant to cleaning services in the United Kingdom. Please read this document carefully before placing a booking, as it forms part of the agreement between you and us.

We may update these conditions from time to time to reflect changes in law, operational processes or service scope. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is necessary to reflect a mutually agreed service amendment. Continued use of our cleaning services after any update means you accept the revised terms. If you do not agree with the current version, you should not proceed with a booking.

1. Booking Process

Bookings for cleaning services in Kensington and across our wider UK service area are made when you request a service and we confirm acceptance. A booking request may be submitted through our normal order channels, by email, by telephone or by any other method we make available. A request alone does not guarantee availability. We may decline a request if we are unable to allocate suitable staff, equipment or time, or if the requested work falls outside our service scope.

Before confirming a booking, we may ask for details such as the property type, access arrangements, expected duration, cleaning priorities, parking restrictions, pets, hazards, fragile surfaces and any special instructions. You must provide accurate and complete information. If material information is withheld or later found to be incorrect, we may revise the price, adjust the service plan, postpone the visit or, in serious cases, cancel the booking without liability for any resulting delay or inconvenience.

When a booking is confirmed, it will normally include the date, approximate time window, service type, any agreed extras, and the quoted or estimated price. For recurring visits, the schedule may be arranged as weekly, fortnightly or at another agreed interval. Booking confirmation may be given verbally or in writing, but written confirmation is preferred for clarity. We reserve the right to assign a suitably qualified cleaner or team member and to substitute personnel where needed for operational reasons.

2. Scope of Service

The cleaning service will be carried out according to the agreed booking details and the reasonable instructions provided by you at the start of the appointment. Unless expressly stated otherwise, our work is limited to standard cleaning tasks associated with domestic or commercial premises. This may include dusting, vacuuming, mopping, surface wiping, bathroom and kitchen cleaning, waste removal from internal bins, and other similar tasks that are practical within the booked time.

We are not obliged to move heavy furniture, handle dangerous materials, clean bodily fluids, remove mould from a structural cause, restore neglected premises to a like-new condition, or carry out specialist trades work. If a request requires equipment, training, insurance or labour beyond a standard clean, we may refuse the task or quote separately. Any estimate of time required is approximate, and actual completion may depend on property condition, access, clutter, and the number of tasks requested.

If you ask us to use particular products or to avoid certain products, you must tell us in advance. While we will try to accommodate preferences, we cannot guarantee every product request, especially where it conflicts with our safety procedures, material compatibility rules or legal obligations. The customer remains responsible for ensuring that all surfaces, fixtures and items needing special care are identified before work begins.

3. Pricing and Payments

Our prices may be stated as a fixed fee, hourly rate, per-visit rate or a bespoke quotation depending on the nature of the job. Quotes are based on the information available at the time and may be revised if the actual scope differs from the original description. Any additional work requested on site may incur extra charges, which will be communicated where reasonably possible before the work is carried out. All prices are in pounds sterling unless stated otherwise.

Payment terms will be confirmed at booking or invoicing stage. We may require advance payment, a deposit, payment on completion, or payment within a stated invoice period. Where payment is due on completion, you must ensure an authorised person is available to make payment promptly. If payment is made by bank transfer, card, direct debit or another electronic method, you are responsible for ensuring sufficient funds and correct payment details. Failed, reversed or disputed payments may attract administration charges where permitted by law.

We may suspend future appointments, withhold further service, or cancel repeat bookings if any outstanding amount remains unpaid. Interest and late payment charges may apply to overdue commercial invoices to the extent allowed under applicable legislation. If a payment is disputed, you must raise the issue promptly and in good faith, providing any information reasonably required to review the matter. Unreasonably withheld payment is not permitted where the service has been delivered in accordance with the agreed terms.

4. Cancellations, Changes and Access

Cancellations and rescheduling requests should be made as early as possible. Where a booking is cancelled with insufficient notice, we may charge a cancellation fee to cover lost time, staff allocation and travel costs. The amount of any charge may depend on the notice period, the length of the booking and the service type. Repeat cancellations or repeated inability to provide access may also result in future bookings being refused.

If you wish to amend the appointment time, service scope or access arrangements, we will try to accommodate reasonable changes subject to availability. However, changes requested close to the appointment time are not guaranteed. If we arrive and cannot gain access because keys, codes, parking permissions or an escort are unavailable, the visit may be treated as a late cancellation and charged accordingly. You are responsible for ensuring that the property is accessible at the agreed time.

We may also cancel or postpone a booking if conditions are unsafe, the property presents a significant risk, required information is missing, payment terms have not been met, or performance is prevented by events outside our control. In such cases we will aim to contact you as soon as reasonably practicable and, where appropriate, rearrange the visit. No compensation will be payable for cancellations caused by force majeure or other circumstances beyond our reasonable control.

5. Customer Responsibilities

You must take reasonable steps to prepare the premises for cleaning. This includes securing valuables, ensuring pets are safe, informing us of alarms or security systems, and removing or identifying items that are fragile, sentimental or easily damaged. You should also tell us about any known defects, electrical issues, water leaks, unstable flooring, asbestos, or other hazards before the appointment begins. Failure to disclose hazards may affect our ability to work and may limit our liability.

You are responsible for checking that windows, doors, appliances and other fixtures that should not be opened, moved or operated are clearly identified. Where you instruct us to enter the property using keys, codes or electronic access, you remain responsible for maintaining correct access arrangements and for any consequences arising from inaccurate instructions. We will treat access information as confidential and will use it solely for the purpose of delivering the service.

Any items of particular value, antiques, documents, jewellery, cash, works of art, heirlooms or sensitive equipment should be removed or securely stored before cleaning begins. If such items remain in place, we are entitled to decline work around them or treat them with reasonable care only. The customer acknowledges that a standard cleaning service is not a specialist preservation service.

6. Liability and Limitations

We will provide our services with reasonable skill and care and will take appropriate precautions while working in your property. However, cleaning involves interaction with surfaces and items of varying condition, age and material, and some wear, minor movement or incidental disturbance may occur even where reasonable care is used. We are not liable for pre-existing damage, hidden defects, ordinary wear and tear, or deterioration resulting from inadequate maintenance or unsuitable materials.

Nothing in these service conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our liability for loss or damage arising from a booking will be limited to the direct loss reasonably foreseeable at the time the contract was formed and will not extend to indirect or consequential losses such as loss of profit, loss of opportunity, or business interruption.

If you believe damage has occurred, you must notify us as soon as reasonably practicable and in any event within a reasonable time after the service, providing details, photographs where possible, and a description of the item or surface affected. We may inspect the alleged damage or request further information. Where liability is accepted, our remedy may, at our discretion, be limited to repair, replacement, re-cleaning or a refund of the relevant service charge, subject to legal limits.

7. Waste Handling and Regulations

We comply with applicable UK waste management and environmental requirements when removing waste generated during a cleaning appointment. Unless otherwise agreed, we will place ordinary non-hazardous waste into the bins or waste containers designated by you. We do not accept responsibility for waste collection beyond the scope of the booked service, nor do we guarantee that any waste removed from the premises will be disposed of through a particular local authority system.

You must not ask us to handle hazardous waste, clinical waste, sharps, chemicals requiring specialist disposal, asbestos-containing materials, or any other regulated substances unless this has been explicitly agreed in advance and we are legally and operationally able to do so. If such materials are discovered during the job, we may stop work in the affected area and ask you to arrange specialist removal. We may also report any unsafe or unlawful disposal request where required by law.

Where waste is bagged or moved as part of the cleaning service, you confirm that it is ordinary household or general commercial waste and not controlled waste, dangerous waste or material prohibited by law. You are responsible for ensuring that bins, skips and disposal arrangements at the property are lawful and suitable for the type of waste generated. We will not knowingly assist with waste practices that would breach environmental, health and safety, or local regulatory obligations.

8. Complaints, Re-Cleans and Service Issues

If you are dissatisfied with any aspect of the service, you should notify us promptly so the matter can be reviewed. Where appropriate, we may offer a re-clean of the affected area, a partial refund, or another reasonable remedy. Any re-clean offer is made without admission of liability and is intended to resolve issues efficiently. Re-cleans are normally limited to the original work area and the original scope of service.

We will not usually provide a remedy where the issue arises from inaccurate instructions, unsuitable products supplied by the customer, missed access, conditions beyond our control, or a request outside the agreed booking scope. The customer must give us a reasonable opportunity to inspect and correct any alleged shortfall before arranging third-party intervention. If a third party is instructed to remedy the issue without our consent, our ability to assess responsibility may be limited.

Complaints should be made in a respectful and timely manner. While we aim to resolve disputes amicably, nothing in this document prevents either party from pursuing legal rights under the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982 where applicable, or other relevant UK legislation. This clause does not affect statutory rights that cannot be excluded by contract.

9. Governing Law

These Kensington cleaners terms and any dispute or claim arising from them are governed by the laws of England and Wales, unless another jurisdiction applies by mandatory legal rule. The courts of England and Wales will have exclusive jurisdiction to settle disputes, subject to any rights you may have as a consumer under applicable law. If any part of these terms is found unlawful, invalid or unenforceable, the remaining provisions will continue in full force.

These conditions are intended to be a fair and practical framework for the delivery of cleaning services. They work alongside any written quotation, booking confirmation or agreed special instruction, but if there is a conflict, the later specific written agreement will take priority to the extent of that conflict. No waiver of any term will be effective unless confirmed by us in writing, and any failure to enforce a term on one occasion does not mean it is waived for future bookings.

By proceeding with a booking, you confirm that you have read, understood and accepted these Kensington Cleaners service terms. If you are booking on behalf of a business, landlord, tenant, managing agent or other organisation, you confirm that you have authority to agree to these conditions for that entity. These terms are designed to support clear expectations, lawful practice and a reliable service relationship.