Kensington Cleaners Terms of Service
These Terms and Conditions set out the basis on which Kensington Cleaners provides cleaning services to customers in the United Kingdom. By making a booking, using our services, or allowing our cleaning operatives access to 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 expressions have the meanings set out below:
Customer means any individual, business, company or organisation that requests or receives services from Kensington Cleaners.
Cleaner or Operative means any person engaged by Kensington Cleaners to carry out cleaning or associated services.
Premises means the property, whether domestic or commercial, at which the services are to be provided.
Services means cleaning or related services supplied by Kensington Cleaners as agreed with the customer.
Agreement means the contract between Kensington Cleaners and the customer comprising these Terms and Conditions and any written or verbal confirmation of the booking.
2. Scope of Services
Kensington Cleaners provides a range of domestic and commercial cleaning services, which may include but are not limited to: regular housekeeping, one off deep cleans, end of tenancy cleans, office cleaning, after builders cleaning, and related tasks agreed at the time of booking.
The exact scope of services, including the type of clean, the number of cleaners, estimated duration and any special requirements, will be agreed with the customer at the time of booking based on the information provided by the customer.
Services do not include tasks that require specialist training, licences, or equipment beyond standard cleaning tools and products, or any work that may pose a risk to health and safety, structural integrity, or building systems such as electrical or plumbing work.
3. Booking Process
Bookings may be requested by the customer through our online or telephone booking channels or any other method we may make available from time to time.
When making a booking, the customer must provide accurate and complete information regarding the premises, the nature of the required services, the size and condition of the property, and any access or parking restrictions.
All bookings are subject to availability. Kensington Cleaners will confirm acceptance of a booking and the appointment time by issuing a booking confirmation. Until such confirmation is provided, no binding agreement exists.
Kensington Cleaners reserves the right to decline a booking request without providing a reason, for example where the premises are unsafe, where the requested services are outside the scope of our operations, or where the customer has previously breached these Terms and Conditions.
4. Access to Premises
The customer is responsible for providing the cleaner with safe and reasonable access to the premises at the agreed time. This includes arranging for keys, codes, or entry through a concierge where applicable.
If access cannot be gained at the scheduled time due to reasons within the customer’s control, Kensington Cleaners may charge a call out fee or the full service fee for that appointment, at its discretion.
The customer must ensure that the premises are in a condition that allows the cleaner to carry out the agreed services safely and efficiently, including ensuring adequate lighting, running water, and power supply.
5. Customer Obligations and Preparation
The customer must inform Kensington Cleaners in advance of any hazards, sensitivities, or special conditions at the premises, including alarm systems, pets, fragile items, valuable possessions, or areas that are off limits.
The customer should store cash, jewellery, important documents, and other valuables in a secure place. Kensington Cleaners will not be responsible for loss of unattended valuables that are not properly secured.
Where required, the customer must ensure that any occupants, including pets, do not obstruct or endanger the cleaner while services are being carried out.
6. Equipment and Cleaning Materials
Unless otherwise agreed, Kensington Cleaners will provide cleaning equipment and materials required to perform the services.
If the customer requests that the cleaner uses equipment or products supplied by the customer, such use will be at the customer’s own risk. Kensington Cleaners shall not be liable for unsatisfactory results or any damage arising from the use of customer supplied equipment or materials.
The customer must notify Kensington Cleaners in advance of any allergies or sensitivities to standard cleaning products. Reasonable efforts will be made to accommodate such requests, but Kensington Cleaners does not guarantee that all products will be allergen free.
7. Pricing and Payments
Prices for services will be quoted to the customer based on the information provided at the time of booking. Kensington Cleaners may offer hourly rates, fixed prices, or package prices depending on the service type.
All prices are stated in pounds sterling and may be subject to applicable taxes. Any such taxes will be communicated to the customer where relevant.
Kensington Cleaners reserves the right to revise the quoted price if the information provided by the customer was incomplete or inaccurate, or if the condition of the premises or scope of work differs significantly from that described at the time of booking. In such cases, the customer will be informed and may choose to accept the revised price, agree a reduced scope of work, or cancel the service subject to the cancellation terms.
Payment terms will be communicated at the time of booking. Kensington Cleaners may require payment in advance, at the time of service, or on invoice, depending on the nature of the service and the customer profile. Accepted payment methods will be indicated to the customer during the booking process.
Where payment is not received by the due date, Kensington Cleaners reserves the right to suspend services, charge interest on overdue amounts, and recover any reasonable costs incurred in obtaining payment.
8. Cancellations and Rescheduling
The customer may cancel or reschedule a booking by giving reasonable notice prior to the scheduled appointment time. The required notice period and any applicable charges will be specified at the time of booking or in subsequent communications.
If the customer cancels or reschedules a booking with insufficient notice, Kensington Cleaners may charge a cancellation fee, which may be up to the full price of the scheduled service. Such charges reflect the cost of reserving the time slot and allocating staff.
Kensington Cleaners reserves the right to cancel or reschedule bookings where it is unable to fulfil the service due to unforeseen circumstances, such as staff illness, severe weather, access issues, or events beyond its reasonable control. In such cases, Kensington Cleaners will use reasonable efforts to offer an alternative appointment or, where prepayment has been made and no alternative is accepted, arrange a refund for the affected service.
9. Service Quality and Complaints
Kensington Cleaners aims to provide services with reasonable care and skill. If the customer is dissatisfied with any aspect of the service, they should notify Kensington Cleaners as soon as reasonably practicable, providing details and, where possible, evidence of the issue.
In the event of a justified complaint, Kensington Cleaners may, at its discretion, offer to re clean the affected area, provide a partial refund, or offer a credit against future services. Any such remedies will be subject to an investigation of the circumstances and will not extend to issues that arise from fair wear and tear, pre existing damage, or circumstances outside the cleaner’s control.
10. Liability and Limitations
While Kensington Cleaners takes care in providing services, the customer accepts that no cleaning service is guaranteed to achieve a particular outcome and that results may vary depending on the condition and age of surfaces, materials, and furnishings.
Kensington Cleaners shall not be liable for damage that arises from inherent defects, poor condition, or age related deterioration of items or surfaces, including but not limited to loose tiles, flaking paint, poorly secured fixtures, worn carpets, or items that are not suitable for standard cleaning methods.
Any liability of Kensington Cleaners for direct damage to the customer’s property arising from negligence in the performance of the services shall, to the extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item or the total amount paid by the customer for the relevant service appointment.
Kensington Cleaners shall 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 provision of services.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded or limited.
11. Insurance
Kensington Cleaners maintains insurance cover appropriate to its business operations. Details of insurance cover can be made available to customers on reasonable request.
The existence of insurance does not extend or increase any liability of Kensington Cleaners beyond that which is set out in these Terms and Conditions or is otherwise required by law.
12. Waste Handling and Disposal
Kensington Cleaners complies with relevant UK regulations relating to the handling and disposal of waste generated in the course of providing services.
Standard domestic cleaning services do not ordinarily include the removal of large quantities of waste, bulky items, construction debris, hazardous substances, clinical waste, or any materials that require specialist disposal. Where such removal is requested, it will be subject to separate agreement, additional charges, and compliance with applicable waste regulations.
The customer is responsible for disclosing any hazardous or potentially hazardous materials present at the premises. Kensington Cleaners reserves the right to refuse to handle or remove any waste or substances that it considers unsafe or that fall outside its authorised activities.
Any waste removed by Kensington Cleaners will be disposed of in accordance with applicable legislation and industry practice. The customer agrees not to request any disposal that would contravene local or national waste management rules.
13. Health and Safety
Kensington Cleaners is committed to maintaining high health and safety standards for both cleaners and customers. Cleaners will comply with reasonable health and safety procedures while on the premises.
The customer must ensure that the premises are free from unreasonable health and safety risks at the time of service. Kensington Cleaners reserves the right to withdraw cleaners from any premises where they feel unsafe or where conditions pose an immediate risk to health, safety, or wellbeing. In such cases, the visit may be treated as a late cancellation and charges may apply.
14. Keys and Security
Where the customer provides keys, access cards, or codes to facilitate entry to the premises, these will be handled with reasonable care. The customer should not provide irreplaceable keys and should ensure that adequate locks and security measures are in place.
Kensington Cleaners will not be liable for any loss arising from pre existing security issues at the premises or from keys or codes sent via insecure methods at the customer’s request.
15. Data Protection and Privacy
Kensington Cleaners collects and processes personal data for the purposes of managing bookings, delivering services, processing payments, and communicating with customers. Personal data will be handled in accordance with applicable data protection laws in the United Kingdom.
Customer information will not be sold to third parties. It may, however, be shared with trusted partners or service providers where reasonably necessary to deliver the services or comply with legal obligations.
16. Changes to Terms and Conditions
Kensington Cleaners may amend these Terms and Conditions from time to time. Updated terms will take effect when published or when notified to the customer, and will apply to bookings made after that date.
For ongoing or long term service arrangements, Kensington Cleaners will give reasonable notice of any material changes. Continued use of the services after changes take effect will constitute acceptance of the updated terms.
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 provided, 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 their subject matter.
18. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be severed from the remaining provisions, which shall continue in full force and effect.
No failure or delay by Kensington Cleaners in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
The customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of Kensington Cleaners. Kensington Cleaners may assign or subcontract its rights and obligations where reasonably necessary to deliver services, provided that this does not materially reduce the level of service to the customer.
These Terms and Conditions constitute the entire agreement between Kensington Cleaners and the customer in relation to the provision of services and supersede any prior discussions, understandings, or agreements.
