Dulwich Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Dulwich Cleaners provides cleaning services to its customers. By making a booking, using our services, or allowing our cleaners access to your property, 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 definitions apply.
Company refers to Dulwich Cleaners, the provider of cleaning services.
Client refers to any individual, business, or organisation that requests or receives services from the Company.
Services refers to domestic, commercial, end of tenancy, deep cleaning, or any other cleaning or related services provided by the Company.
Premises refers to the property or properties at which the Services are to be carried out.
Cleaner refers to any employee, contractor, or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will provide the Services as agreed with the Client at the time of booking. The specific scope of work, such as the type of clean, number of rooms, and any additional tasks, will be confirmed during the booking process. The Company reserves the right to adapt the Services if conditions at the Premises differ significantly from the description provided by the Client.
The Company does not undertake any work that may present a risk to health and safety or require specialist qualifications or equipment beyond standard cleaning materials and tools. This includes, but is not limited to, work at height without appropriate safety measures, removal of hazardous substances, and any work requiring specialised trade skills.
3. Booking Process
Bookings may be made by the Client through the Companys accepted booking channels. At the time of booking, the Client must provide accurate information regarding the Premises, including access arrangements, property size, and any specific cleaning requirements.
The Client is responsible for ensuring that the information provided is correct and complete. If the details are inaccurate or incomplete, the Company may adjust the quoted price, modify the scope of Services, or refuse to carry out the work.
All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to decline a booking without giving a reason.
For recurring Services, such as weekly or fortnightly cleaning, the Company will agree a regular schedule with the Client. The schedule may be adjusted by mutual agreement, subject to availability.
4. Access to the Premises
The Client must ensure that the Cleaner has safe and timely access to the Premises at the agreed time. Access may be provided by the Client being present, by leaving keys at an agreed secure location, or by any other method arranged in advance with the Company.
If the Cleaner cannot gain access at the scheduled time due to incorrect instructions, absent keys, or any other reason within the Clients control, the visit may be treated as a late cancellation. In such cases, the Company may charge a cancellation fee as set out in these Terms and Conditions.
The Client is responsible for ensuring that essential utilities, including electricity and water, are available during the visit. If the Cleaner is unable to perform the Services due to lack of utilities, the Company may treat the visit as a late cancellation.
5. Client Obligations
The Client agrees to provide a safe working environment for the Cleaner. This includes, where applicable, the secure containment of pets, clear access routes, and notification of any potential hazards at the Premises.
The Client should remove or safely store any delicate, valuable, or irreplaceable items before the Service commences. While the Company will take reasonable care in delivering the Services, no special handling can be guaranteed for items not drawn to our attention in advance.
The Client must not directly employ, contract, or engage any Cleaner introduced by the Company to provide cleaning or related services privately, either during or within twelve months of the end of the Client relationship with the Company, without the Companys prior written consent. In the event of breach, the Company reserves the right to charge a reasonable introduction fee.
6. Pricing and Quotations
Prices for the Services will be communicated to the Client during the booking process. Prices may be based on an hourly rate, a fixed fee, or a combination of both, depending on the nature of the Service.
Any quotation provided by the Company is based on the information supplied by the Client. If on arrival the Premises conditions differ substantially from those described, the Company may revise the quotation, propose additional charges, or limit the Services to the amount of work that can reasonably be completed within the booked time.
All prices are expressed inclusive or exclusive of any applicable taxes as stated at the time of booking. The Client is responsible for any taxes arising from the provision of the Services, as required by law.
7. Payments
Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of booking, on the day of the Service, or within a specified period following the invoice date.
Accepted payment methods will be stated during the booking process. The Client must ensure that payment details provided are valid and that sufficient funds are available.
If payment is not received by the due date, the Company reserves the right to suspend future Services and to charge interest or late payment fees in line with applicable law. The Client will also be responsible for any reasonable costs incurred by the Company in recovering overdue amounts.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company prior notice within the timeframes stated at the time of booking. Where sufficient notice is provided, no cancellation fee will normally be charged.
If the Client cancels or reschedules with less than the minimum notice period, the Company may charge a cancellation fee up to the full value of the scheduled Service. This includes situations where the Cleaner attends the Premises but is unable to gain access or commence work for reasons within the Clients control.
The Company reserves the right to cancel or reschedule a booking where necessary due to staff sickness, operational issues, health and safety concerns, force majeure events, or circumstances beyond the Companys reasonable control. In such cases, the Company will aim to notify the Client as soon as practicable and, where possible, offer an alternative appointment. The Company is not liable for any losses arising from such cancellations or rescheduling.
9. Standards of Service and Complaints
The Company aims to provide Services with reasonable skill and care. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible, and in any event within a reasonable time after completion of the Service.
Where a complaint is justified, the Company may, at its discretion, re-clean the relevant area or offer a partial refund or credit. Any such remedies will be proportionate to the nature of the complaint and are subject to the Company being given an opportunity to inspect or rectify the issue.
The Company will not be responsible for any issue arising from conditions or defects at the Premises that are beyond the scope of normal cleaning, including pre-existing damage or wear and tear.
10. Liability and Limitations
The Company will take reasonable care when delivering the Services, but the Client acknowledges that minor wear, surface marks, or existing damage may be more visible after cleaning.
The Companys liability for any loss or damage arising from the Services is limited to the value of the specific Service in question, except where such limitation is not permitted by law. The Company is not liable for indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of business opportunity.
The Company is not responsible for any fault or failure of materials, finishes, or surfaces that proves unsuitable for the cleaning methods reasonably used. The Client should inform the Company in advance of any fragile or unusual surfaces or items requiring special treatment.
Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
11. Keys and Security
If the Client provides keys or access codes to the Company, these will be held and used with reasonable care. The Client must notify the Company promptly of any changes to locks, alarm codes, or access arrangements.
The Company accepts no liability for loss or damage arising from the Clients failure to maintain adequate security measures or from third party access that is not attributable to the Companys negligence.
12. Waste Handling and Regulations
The Company will dispose of ordinary household and office waste generated during the cleaning process using the Clients existing waste and recycling facilities, in line with local regulations and collection arrangements.
The Company does not remove, transport, or dispose of hazardous, clinical, or regulated waste, including but not limited to chemicals, medical waste, sharps, asbestos, or large quantities of construction waste. The Client is responsible for arranging appropriate specialist disposal of such materials.
For bulky items, electrical goods, or large volumes of waste, the Company may agree to assist with removal only where this has been expressly agreed in advance and where compliant with applicable waste and environmental regulations. Additional charges may apply.
The Client is responsible for ensuring that any instructions given to the Company regarding waste handling and disposal are lawful and compliant with all relevant regulations. The Company reserves the right to refuse any request that may breach environmental or waste management laws.
13. Health and Safety
The Company and its Cleaners will operate in accordance with applicable health and safety requirements. The Company may withdraw or modify the Services if the Cleaner considers that the Premises are unsafe or if conditions pose a risk to health.
The Client must inform the Company of any known hazards at the Premises, including but not limited to structural issues, exposed wiring, hazardous substances, or aggressive animals. The Company may refuse to provide Services until such hazards have been addressed.
14. Insurance
The Company will maintain appropriate insurance cover in respect of its business operations, as required by applicable law. This may include public liability and employers liability insurance. Details of insurance cover may be made available upon reasonable request.
The Client is responsible for maintaining suitable insurance for the Premises and its contents, including any cover for accidental damage or loss not caused by the Companys negligence.
15. Data Protection
The Company may collect and process personal information about the Client for the purposes of providing the Services, managing bookings, processing payments, and handling enquiries or complaints. The Company will take reasonable steps to protect personal data and will only retain it for as long as necessary for these purposes or as required by law.
The Client has certain rights in relation to their personal data under applicable data protection laws. Any requests relating to personal data should be submitted through the Companys usual contact channels.
16. Amendments to Terms
The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices, or the range of Services offered. The latest version will apply to any new booking made after the updated Terms and Conditions are published or otherwise communicated to the Client.
Where a change materially affects ongoing Services, the Company will give the Client reasonable notice. If the Client does not agree to the changes, the Client may cancel any future Services, subject to any applicable notice requirements.
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 from or relating to these Terms and Conditions or the Services.
18. General Provisions
If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and 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 constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Client and the Company regarding the provision of the Services and supersede any prior discussions, understandings, or agreements relating to the same subject matter.
