Shoreditch Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Shoreditch Cleaners provides cleaning services to residential and commercial customers. By booking or using 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 terms shall have the meanings set out below:
Customer means the individual, company, or organisation that books or receives cleaning services from Shoreditch Cleaners.
Company, we, us, or our means Shoreditch Cleaners.
Services means any cleaning services provided by the Company, including but not limited to regular domestic cleaning, end-of-tenancy cleaning, deep cleaning, office and commercial cleaning, and related services.
Premises means the address or location at which the Services are to be performed.
Cleaner means any employee, contractor, or representative engaged by the Company to carry out the Services.
2. Scope of Services
2.1 The Company will provide the Services as agreed at the time of booking, based on the description of the Premises and the Customer’s requirements.
2.2 The scope of work for each booking will be confirmed during the booking process. Any tasks not expressly agreed may be treated as additional services and may incur extra charges.
2.3 Time-based bookings are limited to the number of hours purchased. The Cleaner will prioritise tasks in accordance with the Customer’s reasonable instructions, but completion of all requested tasks cannot be guaranteed within a fixed time allowance.
2.4 The Company reserves the right to refuse or discontinue Services where the Premises are hazardous, unsafe, unsanitary beyond reasonable expectations, or where conditions may pose a risk to health, safety, or property.
3. Booking Process
3.1 Bookings may be made through our online booking system or other booking channels made available by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information, including the full address of the Premises, type and size of the property, specific cleaning requirements, access instructions, and any relevant information regarding pets, alarms, or parking.
3.3 The Customer is responsible for ensuring that the selected service type and duration are suitable for the Premises and the level of cleaning required. Any significant underestimation may result in the need for additional time and cost.
3.4 A booking is not confirmed until the Customer receives a written confirmation from the Company. The Company reserves the right to decline or cancel any booking in its sole discretion, including where adequate resources are not available.
3.5 Regular service bookings, such as weekly, fortnightly, or monthly cleaning, will continue on a recurring basis until cancelled in accordance with these Terms and Conditions.
4. Access to the Premises
4.1 The Customer must ensure that the Cleaner has safe, timely, and reasonable access to the Premises at the agreed date and time.
4.2 If keys, access codes, or other means of entry are provided, the Customer is responsible for ensuring they are valid and that any alarms or security systems are disarmed or appropriately configured.
4.3 Where access is not possible or is significantly delayed due to the Customer, building management, or a third party, the Company may treat the booking as a late cancellation and apply the relevant charges.
5. Customer Obligations
5.1 The Customer agrees to provide running water, electricity, adequate lighting, and safe access to the Premises for the duration of the Services.
5.2 The Customer must secure or remove valuable, fragile, or irreplaceable items prior to the Service. The Company will not be responsible for items left in unsafe positions or locations, such as on loose surfaces or unstable furniture.
5.3 The Customer must notify the Company of any existing damage, defects, or conditions that could be affected by cleaning, such as loosened fixtures, flaking paint, unstable shelves, or sensitive surfaces.
5.4 The Customer must ensure that children, pets, and other occupants do not obstruct the provision of Services and are kept at a safe distance from cleaning equipment and materials.
6. Cleaning Materials and Equipment
6.1 The Company will ordinarily supply its own cleaning products and equipment unless otherwise agreed.
6.2 At the Customer’s request, the Cleaner may use the Customer’s own products or equipment, provided they are safe and in good working order. In such cases, the Company accepts no liability for any damage arising from the condition, suitability, or effectiveness of the Customer’s products or equipment.
6.3 If the Customer requires the use of specific cleaning products, this must be agreed in advance. The Company does not guarantee that specialist products will be compatible with all surfaces and finishes.
7. Pricing and Payments
7.1 All prices for the Services are set out during the booking process or otherwise communicated in writing by the Company. Prices may vary based on the size of the Premises, level of soiling, type of service, and frequency of cleaning.
7.2 Unless expressly stated otherwise, all prices are quoted in pounds sterling and are exclusive or inclusive of applicable taxes as specified by the Company.
7.3 The Company reserves the right to review and amend its prices and tariffs from time to time. For regular service Customers, any change in pricing will be notified in advance and will take effect from the next scheduled service after notification.
7.4 Payment is due in accordance with the payment terms communicated at the time of booking. The Company may require full or partial payment in advance to secure the booking.
7.5 Accepted payment methods will be specified during the booking process and may include card payments or other cashless methods. The Company may refuse cash payments for security and audit reasons.
7.6 If a payment is declined or reversed, the Customer must provide an alternative payment method without delay. The Company may suspend or cancel further Services until all outstanding amounts are settled.
7.7 Late payment may result in additional charges, interest, or administrative fees, and the Company reserves the right to pursue recovery of any unpaid sums.
8. Cancellations, Rescheduling, and No-Show
8.1 The Customer may cancel or reschedule a booking subject to giving the minimum notice specified by the Company. Where adequate notice is not provided, a late cancellation fee may apply.
8.2 For regular service Customers, cancellation or changes to ongoing bookings should be notified in advance of the next scheduled visit. Short-notice changes may not be accommodated and may incur a fee.
8.3 If the Cleaner attends the Premises and is unable to gain access, or if the booking cannot proceed due to circumstances within the Customer’s control, the visit may be treated as completed, and the full service fee or a no-show fee may be charged.
8.4 The Company may cancel or reschedule a booking due to staff illness, operational issues, safety concerns, extreme weather, or events beyond its reasonable control. In such cases, the Company will offer an alternative appointment or refund any pre-paid amounts relating to the affected booking.
9. Service Quality, Complaints, and Re-Cleans
9.1 The Company aims to provide Services with reasonable care and skill.
9.2 If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably possible, typically within 24 hours of completion, providing clear details of the issue.
9.3 Where a complaint is found to be justified, the Company may offer a re-clean of the affected areas or another appropriate remedy at its discretion. For re-cleans, the Customer must provide access to the Premises and must not have engaged a third party to rectify the same issue.
9.4 Refunds or partial refunds will be considered on a case-by-case basis and are not guaranteed in the absence of a prior opportunity to re-clean.
10. Liability and Limitations
10.1 The Company will use reasonable care and skill in providing the Services but cannot guarantee absolute perfection or removal of all stains, marks, or defects, particularly where they are permanent or pre-existing.
10.2 The Company’s liability for any damage, loss, or expense arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the value of the specific booking during which the issue arose.
10.3 The Company shall not be liable for:
a. Normal wear and tear, or deterioration resulting from the passage of time.
b. Pre-existing damage, defects, or weaknesses in materials, surfaces, or items at the Premises, whether visible or not.
c. Damage caused by defective, unstable, or unsuitable surfaces, fixtures, or furnishings.
d. Loss of sentimental, unique, or irreplaceable items that have not been brought to the Company’s attention in writing before the Service.
e. Indirect, consequential, or purely economic losses, including loss of profit, loss of business, or loss of opportunity.
10.4 The Company does not exclude or limit in any way its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot be limited or excluded under applicable law.
11. Insurance
11.1 The Company maintains insurance cover appropriate for a cleaning service provider. Details of the extent of cover are available upon reasonable request.
11.2 The Customer is responsible for maintaining appropriate insurance for the Premises and their contents, including building and contents insurance, as they deem necessary.
12. Waste Regulations and Disposal
12.1 The Company will handle general household and office waste generated in the course of cleaning in accordance with applicable waste regulations and reasonable industry practice.
12.2 The Company does not ordinarily provide removal or off-site disposal of bulky waste, hazardous waste, clinical waste, construction waste, or other specialist categories of waste. Any such services must be specifically agreed and may be subject to additional charges and conditions.
12.3 The Customer must not request the Cleaner to remove or dispose of items in breach of local waste regulations or building rules.
12.4 The Customer remains responsible for ensuring that any waste requiring licensed carriers, special handling, or specific disposal routes is dealt with in compliance with the applicable laws and regulations.
13. Health, Safety, and Conduct
13.1 The Company takes health and safety seriously and expects Customers to support safe working practices.
13.2 The Customer must not request the Cleaner to undertake any task that is unsafe, unlawful, or beyond the agreed scope of Services, including climbing on unstable structures or using inappropriate equipment.
13.3 The Company operates a zero-tolerance policy towards abusive, discriminatory, threatening, or inappropriate behaviour towards its staff or representatives. The Company may terminate Services immediately if such behaviour occurs.
14. Privacy and Data Protection
14.1 The Company will collect and process personal data about Customers for the purpose of providing Services, administering bookings, processing payments, and managing customer relationships.
14.2 The Company will handle personal data in accordance with applicable data protection laws and its internal policies. By using our Services, the Customer consents to such processing to the extent permitted by law.
15. Force Majeure
15.1 The Company shall not be in breach of these Terms and Conditions or liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, without limitation, severe weather, transport disruption, power failures, industrial disputes, public health emergencies, or acts of government.
15.2 In the event of a force majeure situation, the Company will use reasonable endeavours to notify the Customer and to reschedule the Services where possible.
16. Termination of Regular Services
16.1 Either party may terminate an ongoing regular service arrangement by giving the notice specified by the Company for such services.
16.2 The Company may terminate or suspend Services immediately where the Customer is in material breach of these Terms and Conditions, including failure to pay amounts due, unsafe conditions, or abusive behaviour.
17. Amendments to These Terms and Conditions
17.1 The Company may amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice, or the Services we offer.
17.2 Updated terms will be published or otherwise made available, and will apply to new bookings from the date of publication. For ongoing regular services, any material changes will be notified in advance and deemed accepted if the Customer continues to use the Services.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 or formation.
By proceeding with a booking or using our Services, you confirm that you have read, understood, and agree to these Terms and Conditions.
