Terms And Conditions
Maida Vale Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Maida Vale Cleaners provides cleaning services to residential and commercial customers. By booking or receiving any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means any individual, company or organisation that books or receives services from Maida Vale Cleaners.
Company means Maida Vale Cleaners, the cleaning service provider.
Services means all cleaning and associated services supplied by the Company to the Customer, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, after builders cleaning, office cleaning and one-off cleaning sessions.
Premises means the property or location where the Services are to be performed.
Booking means a confirmed appointment or series of appointments for the provision of Services agreed between the Customer and the Company.
2. Scope of Services
The Company provides professional cleaning services within its operational service area. The specific tasks to be carried out during a Booking will be agreed with the Customer in advance, based on the type of service selected and the estimated duration.
Services are delivered on the understanding that standard cleaning, not restoration or specialist treatment, is required unless expressly agreed. The Company does not guarantee the removal of all stains, marks or build-up, particularly where items or areas are heavily soiled, worn, damaged or affected by pre-existing conditions.
The Company reserves the right to decline any task which, in its reasonable opinion, is unsafe, unsuitable, or outside the agreed scope, including tasks that require working at height beyond the safe reach of standard household equipment.
3. Booking Process
All Bookings must be arranged directly with the Company. The Customer must provide accurate information regarding the Premises, including property type, approximate size, number of rooms, access arrangements and any particular requirements relevant to the Services.
Bookings are subject to availability and are not confirmed until the Company has issued confirmation. For recurring services, the Company will allocate mutually agreed regular time slots. While the Company will endeavour to maintain consistent schedules, timing is not guaranteed and may be adjusted where necessary.
The Customer must inform the Company of any access codes, building entry instructions or parking arrangements required for the Premises. Where access cannot be obtained due to incorrect or incomplete information, this may be treated as a late cancellation.
Any changes to date, time, duration or scope of Services must be requested in advance and are subject to availability and the Company’s agreement. The Company may reasonably adjust the price if the Customer requests significant changes to the work required.
4. Pricing and Estimates
Prices for Services are provided based on the information supplied by the Customer and the Company’s standard rates. Certain services may be charged per hour per cleaner, while others may be priced per job.
Any estimate provided is an approximation based on average conditions. If, upon arrival, the Premises or work required differs materially from the description provided by the Customer, the Company may revise the price or the scope of work. In such cases, the Customer will be informed and may accept the revised terms or decline further work.
Unless otherwise stated, prices include labour and the use of standard cleaning equipment and materials supplied by the Company. Specialist products, equipment or additional resources requested by the Customer may incur additional charges if agreed in advance.
5. Payments
Payment terms will be communicated at the time of booking. The Company may require payment in advance for certain services, particularly one-off, deep, end of tenancy or after builders cleans.
Where payment is not taken in advance, payment is due on the day of service unless otherwise agreed in writing. The Company may accept various payment methods and will specify acceptable options to the Customer when the Booking is confirmed.
For regular ongoing services, the Company may invoice the Customer on a weekly, fortnightly or monthly basis, as agreed. Invoices are payable by the due date stated. The Company reserves the right to suspend or cancel Services where invoices remain unpaid.
If payment is not received by the due date, the Company may charge reasonable administrative fees or interest on overdue sums in accordance with applicable law. The Customer is responsible for any bank charges or transaction fees resulting from incorrect payment information.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by giving the minimum notice specified by the Company at the time of booking. Failure to provide sufficient notice may result in a late cancellation fee or charge equivalent to part or all of the booked service.
Where cleaners attend the Premises and are unable to gain access, or are turned away, this may be treated as a same-day cancellation and charged in line with the Company’s cancellation policy.
The Company will use reasonable efforts to honour all confirmed Bookings but reserves the right to cancel or reschedule where necessary due to staff illness, unforeseen circumstances, severe weather, access issues, health and safety concerns or events outside its reasonable control. In such cases, the Company will seek to rearrange the Booking at a mutually convenient time or, if payment has already been made for the affected Booking, offer an alternative date or a refund of the unused portion.
7. Customer Obligations
The Customer must ensure that the Premises are safe and suitable for the provision of Services. This includes providing adequate lighting, running water, electricity and safe access to the areas to be cleaned.
The Customer should store valuable, fragile or easily damaged items safely away from work areas wherever reasonably possible. If any item requires special handling or must not be moved or cleaned, the Customer must clearly inform the Company before the start of the Booking.
The Customer is responsible for providing accurate instructions and any necessary information about security systems, alarms or entry procedures. The Company will treat such information as confidential and will take reasonable steps to protect it.
Where pets are present at the Premises, the Customer must ensure they are safely secured and do not pose a risk to the cleaners or interfere with the provision of Services.
8. Access, Keys and Security
If the Customer provides keys or access devices to the Company, they will be handled with reasonable care and used only for the purpose of delivering Services. The Company will label keys in a way that does not directly identify the Customer’s address.
In the event of lost or stolen keys in the Company’s custody, the Company’s liability will be limited to the reasonable cost of key cutting or replacement locks for the affected access points, subject to the limitations set out in these Terms and Conditions.
The Customer is responsible for ensuring that all doors and windows are properly locked after the service where the Customer is present for the Booking. Where the Company is responsible for locking up, the cleaners will take reasonable care to secure the Premises in accordance with the Customer’s instructions.
9. Waste, Rubbish and Environmental Regulations
The Company will dispose of small quantities of general household waste generated during the cleaning process using the Customer’s on-site waste and recycling facilities. The Customer must ensure that appropriate bins, bags and recycling containers are available at the Premises.
The Company does not remove large volumes of rubbish, bulky items, construction debris, hazardous materials or regulated waste from the Premises, unless expressly agreed in advance and in compliance with applicable waste regulations. Where such services are agreed, additional charges may apply.
Hazardous or potentially dangerous materials, including but not limited to chemicals, sharps, medical or biological waste, are outside the standard scope of Services. The Customer must not request the handling or removal of such items unless the Company has explicitly agreed and has the appropriate licensing, equipment and procedures in place.
The Company aims to adhere to relevant environmental and waste disposal regulations and encourages Customers to separate recyclable materials where local services allow. The Customer remains responsible for compliance with any site-specific or local rules relating to waste storage and collection at the Premises.
10. Quality of Service and Complaints
The Company strives to provide a high standard of cleaning and customer care. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, ideally within 24 hours of the service, so that the issue can be investigated.
Where a complaint is justified and the Company is responsible, the Company may, at its discretion, offer a re-clean of the affected areas or another reasonable remedy. The Customer must allow the Company an opportunity to inspect and rectify any issues before arranging alternative services or seeking external remedies.
11. Liability and Insurance
The Company carries appropriate liability insurance in respect of damage caused by its negligence while performing the Services. Copies of insurance details can be provided upon reasonable request.
The Company will take reasonable care when working at the Premises. However, it shall not be liable for normal wear and tear, pre-existing damage, discolouration, permanent stains, or damage arising from the age or condition of surfaces, fabrics or items.
The Customer must inform the Company of any items that are particularly fragile, valuable or prone to damage, or surfaces that require specific care. The Company cannot accept liability for damage to items that should reasonably have been removed or protected by the Customer or for which no special instructions were provided.
To the fullest extent permitted by law, the Company’s total aggregate liability to the Customer in respect of any claim arising from the provision of Services shall be limited to the value of the specific Booking during which the incident occurred or the amount recoverable under the Company’s relevant insurance policy, whichever is higher.
The Company does not exclude or limit liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
12. Exclusions of Liability
The Company shall not be liable for any loss of profit, loss of revenue, loss of business, loss of contracts, loss of anticipated savings, or any indirect or consequential loss or damage arising out of or in connection with the Services.
The Company will not be responsible for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, power outages, strikes, accidents, or access restrictions affecting the Premises.
13. Health and Safety
The Company observes reasonable health and safety practices and expects the Customer to do the same. Cleaners will not be required to undertake any task that, in their reasonable opinion, presents an unacceptable risk to their health, safety or wellbeing.
The Customer must inform the Company in advance of any hazards at the Premises, such as loose flooring, exposed wiring, unsafe staircases, contamination, or other risks that may affect the safe delivery of Services.
14. Data Protection and Confidentiality
The Company collects and uses personal information about Customers for the purposes of managing Bookings, delivering Services, processing payments and communicating about services and updates. The Company aims to handle all personal data in accordance with applicable data protection legislation.
The Company will not sell or disclose Customer details to unrelated third parties except where required by law or necessary for the proper performance of the Services, such as sharing limited information with staff assigned to the Booking.
15. Termination of Regular Services
For ongoing regular cleaning arrangements, either party may terminate the service by providing the period of notice specified by the Company at the time of booking. Notice should be given in writing or via the communication method agreed between the parties.
The Company reserves the right to terminate services with immediate effect where the Customer is in material breach of these Terms and Conditions, including but not limited to repeated non-payment, abusive behaviour towards staff, unsafe working conditions or unreasonable demands outside the agreed scope of Services.
16. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in its operations, services, pricing, legal requirements or other relevant factors. The updated version will apply to all new Bookings and, where appropriate, to ongoing services after reasonable notice has been given to the Customer.
Continued use of the Services after any changes have been communicated will be deemed acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 the provision of Services.
18. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a competent authority, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, representations or agreements, whether written or oral, relating to the same subject matter.
