Kennington Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Kennington Cleaners, referred to in this document as “we”, “us” or “our”, provides domestic and commercial cleaning services to customers, referred to as “you” or “the customer”. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. If you are arranging a Kennington cleaning service on behalf of another person or business, you confirm that you are authorised to accept these terms for them.

These conditions are intended to create a clear and fair framework for the provision of our cleaning services. They apply to standard cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and other similar services unless a separate written agreement states otherwise. Where a specific service requires additional rules, those terms will be explained before the booking is confirmed.

We aim to provide a professional and reliable cleaning service in Kennington and surrounding areas, but the precise scope of each job depends on the booking details, the condition of the premises, and any access requirements. Please read these terms carefully before placing a booking or requesting a quotation.

Booking process

All bookings begin with an enquiry and are subject to availability. During the booking process, you must provide accurate information about the property, the type of service required, preferred date and time, access arrangements, parking restrictions if relevant, and any special instructions that may affect the work. If you fail to provide correct or complete information, we may need to revise the quotation, alter the schedule, or decline the booking.

A booking is not confirmed until we have accepted the request and, where required, received any deposit or advance payment. We may issue a written confirmation setting out the agreed date, time, service type, estimated duration, and any specific inclusions or exclusions. Any estimate given before a site inspection is based on the information you provide and may change if the actual conditions differ significantly from those described.

Service scope and customer responsibilities

Our team will carry out the service with reasonable care and skill, using appropriate cleaning methods and products for the task at hand. However, unless expressly agreed in writing, we do not move heavy furniture, handle hazardous materials, or perform work that requires specialist trade qualifications. You are responsible for ensuring that the property is reasonably prepared for cleaning, including securing valuables, removing personal items from surfaces where possible, and notifying us of any fragile objects, delicate finishes, or areas that should not be cleaned.

You must ensure that we have safe access to the premises at the agreed time. If access is delayed, restricted, or denied, the appointment may be shortened, rescheduled, or charged as a cancelled visit. Where keys, codes, alarms, or entry instructions are provided, you are responsible for supplying accurate information and making sure any alarm system is disarmed or otherwise managed before our arrival. If a third party is arranging access, you remain responsible for any failure by that person to cooperate with the booking.

Payments

Unless we have agreed alternative terms in writing, payment is due on completion of the service or in advance where prepayment is required. We may accept payment by bank transfer, card payment, or another method notified at the time of booking. Prices may be quoted as a fixed fee, hourly rate, or based on the estimated time and labour required. Any quotation is exclusive of extra tasks not included in the original scope.

If the actual work required is greater than expected due to the condition of the property, additional rooms, heavy soiling, missed information, or other factors, we may revise the price accordingly. Where a surcharge is necessary, we will aim to notify you before continuing with the additional work. All invoices must be paid in full by the due date stated on the invoice. If payment is late, we reserve the right to suspend future bookings, charge reasonable recovery costs, and take steps to recover outstanding sums.

Where a deposit is taken, it is used to secure the booking and may be non-refundable in accordance with the cancellation terms below. Any refund, if due, will usually be made by the same payment method used for the original transaction unless agreed otherwise.

Cancellations, rescheduling and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the service type and the size of the booking, but where a specific notice period has been provided in writing, that notice period will apply. If you cancel within the applicable notice period, we may retain all or part of any deposit to reflect our administrative costs and the loss of reserved appointment time.

Where cancellation is made at short notice, where we are unable to gain access, or where the property is not ready for the service to begin, we may charge a cancellation fee or the full booking amount if staff have already been dispatched or the time has been reserved exclusively for you. If we need to reschedule due to staff illness, severe weather, equipment failure, or another unforeseen issue, we will notify you as soon as reasonably practicable and offer an alternative appointment where possible.

Liability and limitations

We will carry out our work with reasonable care and attention, but some risk of minor disturbance is inherent in cleaning work. You are responsible for informing us of any known damage, pre-existing marks, loose fittings, defective fixtures, or delicate materials before work starts. We shall not be liable for deterioration caused by age, wear and tear, hidden defects, unsuitable materials, or items that were already damaged before the service began.

To the fullest extent permitted by law, our liability for loss or damage arising from our services is limited to the amount paid or payable for the relevant service, except where the law does not allow such a limitation. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not responsible for indirect or consequential losses, including loss of profits, loss of business, or loss of opportunity.

If you believe damage has occurred, you must notify us within a reasonable time and provide evidence such as photographs and a description of the item or area concerned. We may inspect the issue, seek an independent assessment, or request further information. Any claim must be made before repair, disposal, or alteration of the affected item, as such actions may make investigation difficult or impossible.

Waste handling and environmental regulations

As a professional Kennington cleaners service, we are committed to operating in accordance with applicable waste handling and environmental requirements. This means that any waste created by our cleaning activities, such as packaging, disposable cloths, or minor residues, will be managed responsibly and disposed of in line with relevant legal obligations. We do not remove hazardous waste unless this has been specifically agreed in advance and can be handled lawfully.

You are responsible for declaring any materials or substances on the premises that may be hazardous, contaminated, or subject to special disposal rules. This includes, without limitation, chemicals, bodily fluids, sharps, asbestos-related materials, mould-infested waste, or other regulated substances. If we encounter such materials and they were not disclosed beforehand, we may stop work immediately and charge for the time already spent. We may also refuse to proceed where doing so would create a health, safety, or regulatory risk.

We reserve the right to refuse any task that would require us to breach environmental law, health and safety standards, or local waste disposal rules. Where specialist disposal or additional protective measures are necessary, these must be arranged and paid for separately unless included in a written quotation.

Access, property condition and service standards

We expect the premises to be in a condition that allows safe and practical cleaning. If the property is excessively cluttered, unsanitary, undergoing renovation, or affected by pests, the time needed may increase and the final cost may be adjusted. We may decline to clean areas that pose a health or safety risk, or where the condition of the room makes the service impossible to complete to a reasonable standard.

Our staff may take reasonable steps to protect surfaces and fixtures while cleaning, but you should remove or protect sensitive items beforehand. We are not responsible for items left in unsuitable places, such as loose jewellery, unlabelled containers, cash, passports, or other valuables. Any special instructions should be given before the appointment and confirmed in writing where possible. Where a service depends on a particular standard of preparation, failure to meet that standard may affect the outcome.

We may use our own equipment, products, or materials unless otherwise agreed. If you request that we use customer-supplied products, you accept responsibility for their suitability, safety, and any manufacturer instructions. We may refuse to use any product that appears unsafe, ineffective, or incompatible with the surfaces being cleaned.

Complaints and remedy

If you are dissatisfied with any aspect of the service, you should tell us as soon as reasonably possible so that we can review the matter. We may request supporting details and, where appropriate, return to inspect or address the issue. Any remedy we offer will depend on the circumstances and may include re-cleaning the affected area, providing a partial refund, or offering another reasonable resolution.

We will not accept complaints based on outcomes that were not reasonably achievable within the agreed scope, on changes caused after completion, or on pre-existing conditions that were not disclosed before the booking. Where the customer has failed to cooperate, restricted access, or prevented the work from being carried out as agreed, any complaint may be limited accordingly.

Termination and refusal of service

We may refuse, suspend, or terminate a service if you breach these Terms and Conditions, if payment is not made when due, if the premises are unsafe, or if our staff are subjected to abusive, threatening, or discriminatory behaviour. In such cases, you may still be charged for work already completed and for any reasonable costs incurred up to the point of termination.

We also reserve the right to cancel or withdraw from a booking where it becomes clear that the service requested differs materially from the information supplied at the time of booking, or where continuing would place our staff, equipment, or reputation at undue risk.

Where termination occurs, any obligation already accrued before termination, including payment obligations and confidentiality or liability provisions, will continue to apply where appropriate.

General provisions

These terms may be updated from time to time to reflect changes in our services, pricing structure, or applicable law. The version in force at the time of your booking will usually apply to that booking unless a later change is required by law. If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

Nothing in these terms is intended to limit your statutory rights as a consumer where services are supplied to an individual acting outside a trade, business, craft, or profession. If there is any inconsistency between these terms and a written service agreement signed by both parties, the written service agreement will prevail to the extent of the inconsistency.

Governing law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute that cannot be resolved amicably between the parties.

By proceeding with a booking for Kennington Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. They are designed to support a fair, transparent, and lawful service relationship for every customer who uses our Kennington cleaning service or related cleaning arrangements.