Terms And Conditions

Cleaner Crystal Palace Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Crystal Palace provides domestic and commercial cleaning services within the United Kingdom. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Cleaner Crystal Palace for each service visit.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means the person, company or organisation booking cleaning services with Cleaner Crystal Palace.

Company means Cleaner Crystal Palace, the cleaning service provider.

Services means the cleaning services provided by the Company to the Client, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning and related services.

Premises means the property or properties where the Services are to be carried out.

Cleaner means any individual working for or on behalf of the Company who provides the Services.

Agreement means the contract between the Client and the Company made up of these Terms and Conditions and any written confirmation of booking issued by the Company.

2. Scope of Services

The Company agrees to provide cleaning Services as specified at the time of booking. The scope of work may include regular housekeeping, one-off deep cleans, end of tenancy cleans and other agreed services. Any tasks not expressly agreed at the time of booking will be considered additional and may incur extra charges.

The Company reserves the right to refuse any job which, in its reasonable opinion, is unsafe, unhygienic beyond the remit of normal cleaning, or where the Premises contain hazardous materials not previously disclosed.

3. Booking Process

All bookings must be made directly with the Company through its accepted booking channels. At the time of booking, the Client must provide accurate information about the Premises, including size, number of rooms, current condition, access particulars and any special requirements.

The Company will provide an estimated price based on the information supplied. This estimate is not a fixed quotation and may be adjusted if the condition or size of the Premises differs from that described, or if additional services are requested on arrival.

A booking will be considered confirmed only when the Client has received confirmation from the Company. The Company reserves the right to decline a booking at its discretion.

For recurring services, the Client will agree a regular schedule with the Company. Any changes to the regular schedule must be agreed in advance and are subject to availability.

4. Access to Premises

The Client is responsible for providing the Cleaner with safe and reasonable access to the Premises at the agreed time. This may include arrangements for keys, entry codes or attendance on site.

If the Cleaner is unable to gain access at the scheduled time due to circumstances within the Client’s control, the visit may be treated as a late cancellation and subject to the applicable cancellation fee.

The Client must ensure that the Premises are generally free of hazards, that utilities such as water and electricity are available, and that the Cleaner can safely perform the Services.

5. Client Obligations

The Client agrees to:

Provide accurate information during the booking process and update the Company if any details change.

Ensure the Premises is safe, with any potential risks or hazards identified and communicated in advance.

Secure all valuables and confidential items prior to the Cleaner’s attendance.

Comply with all applicable laws and regulations relating to the Premises, including health and safety and waste regulations.

6. Pricing and Payments

Prices for Services are based on the information provided at booking, the type of service requested, and the frequency of visits. The Company may adjust its prices from time to time and will notify Clients in advance of any changes that affect ongoing or recurring services.

Payment terms will be communicated at the time of booking. Unless agreed otherwise in writing, payment is due either in advance of the service or immediately upon completion of the service visit.

The Company accepts standard UK payment methods as specified during the booking process. Cash payments may be refused at the Company’s discretion.

If payment is not received within the agreed timescale, the Company reserves the right to charge interest on overdue amounts and to suspend or cancel further Services until all outstanding balances are cleared.

Any additional work requested by the Client on the day of the visit may incur extra charges, which will be communicated and agreed before such work is undertaken where reasonably practicable.

7. Cancellations and Amendments

The Client may cancel or amend a booking by contacting the Company through its accepted communication channels. To avoid cancellation charges, the Client must provide sufficient notice as specified below.

For standard domestic cleaning visits, a minimum of 24 hours’ notice prior to the scheduled start time is required for cancellation or rescheduling without charge.

For larger jobs such as end of tenancy cleaning, deep cleaning or commercial work, a minimum of 48 hours’ notice prior to the scheduled start time is required for cancellation or rescheduling without charge.

If the required notice is not given, the Company may charge a cancellation fee up to 50 percent of the estimated cost of the booking or a minimum call-out fee, whichever is higher. Where the Cleaner has already attended the Premises and is unable to gain access or commence work due to the Client, the visit may be charged in full.

The Company may cancel or reschedule a booking in circumstances where it is unable to provide the Services due to reasons beyond its reasonable control, including staff illness, severe weather or other unforeseen events. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling.

8. Service Quality and Complaints

The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible and in any event within 48 hours of the service visit.

Upon receipt of a complaint, the Company may request evidence, such as photographs, and may offer a re-clean of the affected areas or another appropriate remedy at its discretion. A re-clean will generally be offered only for the areas where the complaint has been raised and will not extend to the entire Premises, unless otherwise agreed.

The Company’s liability in respect of any service quality issue will be limited to the cost of the affected visit or the provision of a re-clean, as further described in the liability section below.

9. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is limited as follows.

The Company will not be liable for normal wear and tear, or for damage that results from pre-existing defects, poor condition of surfaces or materials, incorrect installation, or items that cannot be cleaned in accordance with manufacturer instructions.

The Client must notify the Company of any fragile, valuable or special items that require particular care. The Company will not be liable for damage to such items where the Client has failed to provide adequate information or instructions.

The Company’s total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the specific cleaning visit during which the loss or damage occurred, or the amount actually paid by the Client for that visit, whichever is lower.

The Company shall not be liable for loss of profit, loss of business, consequential or indirect losses, or for any cost, expense or claim arising from the Client’s failure to comply with these Terms and Conditions.

Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

10. Insurance

The Company maintains insurance cover appropriate to its business, including public liability insurance. Details of insurance cover can be made available on request. The Client is responsible for maintaining adequate insurance for their own Premises and contents.

11. Health, Safety and Waste Regulations

The Company and its Cleaners will comply with applicable UK health and safety legislation while performing the Services. The Client must ensure that the Premises is safe and that any known risks or hazards are clearly identified and, where possible, removed or mitigated in advance of the visit.

The Company will handle waste produced as a direct result of its cleaning activities in accordance with relevant UK waste regulations. This typically includes routine household waste and light commercial waste that can be disposed of using the Client’s on-site bins or designated waste facilities.

The Company does not provide specialist waste removal services. Hazardous, clinical, construction, bulky or prohibited waste materials will not be removed or disposed of by the Company. The Client is responsible for arranging lawful disposal of such waste via appropriate licensed operators.

The Client must ensure that any waste storage areas, bins and access routes are reasonably maintained and safe for use by the Cleaner. The Company may decline to handle waste that is inadequately contained or presents a health and safety risk.

12. Use of Equipment and Supplies

Unless otherwise agreed, the Company will provide its own cleaning products and equipment. The Company may agree, at its discretion, to use products or equipment supplied by the Client, provided they are safe, suitable and in good working order.

The Company accepts no liability for damage or poor results where the Client has insisted on the use of specific products or equipment that are not standard to the Company or are not appropriate for the task or surface.

13. Keys and Security

Where the Client provides keys, access cards or codes to the Company, these will be handled with reasonable care and stored securely when not in use. The Client is responsible for ensuring that any keys provided operate correctly and are clearly labelled.

If a key is lost or mislaid by the Company, liability will be restricted to the cost of a standard key cutting and, where reasonably necessary, the replacement of the affected lock. The Company will not be liable for any additional or consequential security costs unless required by law.

14. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, transport disruptions, strikes, public health incidents, or other emergencies.

In such circumstances, the Company will use reasonable endeavours to reschedule the booking as soon as reasonably practicable.

15. Data Protection and Privacy

The Company will handle any personal data provided by the Client in accordance with applicable UK data protection laws. Personal data will be used for the purposes of managing bookings, delivering Services, handling payments and communications, and meeting legal obligations.

The Company will take reasonable steps to protect personal data against unauthorised access, loss or misuse. The Client has the right to request access to and correction of their personal data held by the Company, subject to legal limitations.

16. Termination

Either party may terminate ongoing or recurring Services by giving reasonable written notice, subject to any minimum commitment agreed at the outset. Any outstanding payments for Services rendered up to the date of termination will remain due and payable.

The Company may terminate the Agreement with immediate effect where the Client commits a serious breach of these Terms and Conditions, fails to pay sums due, behaves abusively towards any Cleaner, or creates a working environment that is unsafe or otherwise unacceptable.

17. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in legal requirements, business practices or service offerings. The current version will apply to all new bookings and to ongoing services after reasonable notice has been given to the Client.

18. 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 by the Company, 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.

19. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of such right or remedy.

The Agreement is between the Client and the Company and no other person shall have any rights to enforce any of its terms.

By confirming a booking with Cleaner Crystal Palace, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.