Terms And Conditions

Kensington Cleaners Terms and Conditions of Service

These Terms and Conditions set out the basis on which Kensington Cleaners provides cleaning and related services to domestic and commercial customers in the United Kingdom. By booking or receiving any service from Kensington Cleaners, you are deemed to have read, understood and agreed to these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means any individual, company or organisation who requests or receives services from Kensington Cleaners.

Services means cleaning and related services provided by Kensington Cleaners, including but not limited to regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, carpet and upholstery cleaning, after-builders cleaning and commercial cleaning.

Premises means the property, premises or location at which the Services are to be carried out.

Cleaner means any employee, worker, contractor or subcontractor engaged by Kensington Cleaners to provide the Services.

Agreement means the contract between Kensington Cleaners and the Client comprising these Terms and Conditions and any confirmed booking details.

2. Scope of Services

Kensington Cleaners will provide the Services with reasonable skill and care and in accordance with these Terms and Conditions and the details agreed at the time of booking.

The Client is responsible for ensuring that the description of Services requested is accurate and suitable for their needs. Kensington Cleaners may provide guidance on the type of service recommended, but the final decision rests with the Client.

All Services are subject to availability. Kensington Cleaners reserves the right to decline any booking request without providing a reason.

3. Booking Process

Bookings may be made by the Client through the methods made available by Kensington Cleaners from time to time. The Client must provide accurate and complete information, including the Premises address, access details, type of service required, approximate size and condition of the Premises, and any specific requirements.

A booking is only confirmed when Kensington Cleaners has acknowledged acceptance of the booking and, where applicable, received any required deposit or pre-payment. Any confirmation provided is subject to the Client complying with these Terms and Conditions.

The Client must ensure that an authorised person is available to provide access to the Premises at the agreed start time or that appropriate arrangements for keys and access have been agreed in advance. Failure to provide access may result in a cancellation fee as set out in these Terms and Conditions.

Kensington Cleaners may, at its discretion, adjust the estimated time or price of the booking if, upon arrival, the Premises are significantly different from the description provided at the time of booking or if the scope of work requested has changed.

4. Client Obligations

The Client must:

Ensure that the Premises are safe for the provision of the Services and comply with all relevant health and safety requirements.

Provide all necessary information about the Premises, including any known hazards, alarms, restricted areas or special instructions.

Secure all valuables and personal items. Kensington Cleaners does not hold responsibility for items that have not been properly secured.

Provide access to running water, electricity and basic facilities required to perform the Services, unless otherwise agreed in writing.

Notify Kensington Cleaners of any fragile, damaged or particularly valuable items, surfaces or materials that may require special care.

5. Cleaning Materials and Equipment

Unless otherwise specified at the time of booking, Kensington Cleaners will supply cleaning materials and equipment required to carry out the Services. If the Client prefers to supply their own products or equipment, this must be agreed in advance.

If Client-supplied materials or equipment are used, Kensington Cleaners accepts no liability for any unsatisfactory results, damage or defects arising from their use. The Client is responsible for ensuring that such products are safe, in good working order and suitable for the intended surfaces.

6. Prices and Payments

Prices for Services will be provided to the Client before a booking is confirmed. Prices may be based on hourly rates, fixed fees or a combination of both, depending on the type of service requested.

Kensington Cleaners reserves the right to vary prices from time to time. Any changes will not affect confirmed bookings unless the Client amends the scope or duration of the Services or the information provided at booking was materially inaccurate.

Payment terms will be confirmed at the time of booking and may include payment in advance, payment on completion or invoice-based payment for approved commercial Clients. Kensington Cleaners may require a deposit for certain types of services, such as end of tenancy or deep cleaning.

Where payment is due on completion, the Client must ensure that payment is made promptly using an accepted payment method. Failure to make payment when due may result in interest charges, suspension of Services or additional collection costs.

For invoice-based arrangements, payment must be made within the time stated on the invoice. If no period is stated, payment must be made within 14 days of the invoice date.

7. Cancellations, Rescheduling and Access

The Client may cancel or reschedule a booking by giving reasonable prior notice. The minimum notice period and any applicable fees will be communicated at the time of booking but, in general, Kensington Cleaners will require at least 24 hours notice for standard cleaning visits and may require longer notice for large, specialist or one-off jobs.

If the Client cancels or reschedules within the minimum notice period, Kensington Cleaners reserves the right to charge a cancellation fee, which may be up to the full value of the booked Service, particularly where costs have already been incurred.

If a Cleaner attends the Premises and is unable to gain access, or is refused entry, or the Service cannot be carried out for reasons within the Client's control, this will be treated as a late cancellation and may incur the full charge.

Kensington Cleaners may cancel or reschedule a booking if a Cleaner is unavailable, in the event of illness, adverse weather, operational issues or other circumstances beyond its reasonable control. In such cases, Kensington Cleaners will offer an alternative appointment where possible. Kensington Cleaners will not be liable for any loss resulting from such cancellation or rescheduling, beyond refunding any pre-paid amounts for Services not provided.

8. Service Quality and Complaints

Kensington Cleaners aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they must notify Kensington Cleaners as soon as reasonably practicable and, in any event, within 24 hours of completion of the relevant Service.

Where a complaint is justified and relates to the quality of the cleaning, Kensington Cleaners may, at its discretion, offer a re-clean of the affected areas or an appropriate reduction or credit. This will be the Client's sole and exclusive remedy for quality-related issues.

Kensington Cleaners may request evidence, including photographs or a detailed description, to investigate any complaint. Failure to provide timely notification may limit Kensington Cleaners' ability to rectify the issue.

9. Liability and Insurance

Kensington Cleaners will maintain appropriate insurance cover in respect of its legal liabilities arising from the provision of Services. Details of such cover are available on request.

The Client must notify Kensington Cleaners of any alleged damage to property or items as soon as reasonably practicable and, in any case, within 24 hours of becoming aware of the damage. Kensington Cleaners may require access to inspect the damage before any repair or replacement is arranged.

Kensington Cleaners is not liable for:

Normal wear and tear or deterioration of any item or surface.

Damage arising from pre-existing defects, weaknesses or conditions, including but not limited to loose fixtures, faulty seals, defective paintwork, or aged fabrics and materials.

Damage or loss that is not caused by the negligence or breach of duty of Kensington Cleaners or its Cleaners.

Loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss.

Subject to any liability that cannot be lawfully excluded or limited, the total liability of Kensington Cleaners to the Client in respect of any claim arising out of or in connection with the Services or the Agreement, whether in contract, tort or otherwise, shall be limited to the total amount paid by the Client for the Services giving rise to the claim.

10. Health, Safety and Conduct

Kensington Cleaners and its Cleaners will comply with applicable health and safety requirements while carrying out the Services.

The Client must not request Cleaners to undertake any task that is unsafe, illegal or outside the agreed scope of Services. Cleaners may refuse to perform any activity that they reasonably consider to pose a risk to health, safety or property.

The Client must treat Cleaners with respect and must not subject them to any form of abuse, harassment, discrimination or inappropriate behaviour. Kensington Cleaners reserves the right to withdraw Services immediately if such behaviour occurs, and any remaining booked Services may be treated as cancelled by the Client.

11. Waste Handling and Environmental Regulations

Kensington Cleaners will comply with applicable waste and environmental regulations relating to the performance of the Services.

Standard cleaning services do not include the removal of large quantities of waste, building rubble, hazardous waste, clinical waste, sharp objects or any material that requires specialised disposal. If such waste is present, Kensington Cleaners may refuse to handle it or may propose a separate service and quotation, subject to licensing and regulatory requirements.

The Client is responsible for ensuring that any waste or materials left at the Premises for collection or disposal comply with applicable law and local requirements. Kensington Cleaners accepts no liability for any penalties or costs arising from improper waste categorisation or storage by the Client.

Chemical products used by Kensington Cleaners will be handled in accordance with manufacturer guidance and relevant safety standards. Where the Client requests the use of specific products, the Client is responsible for informing Kensington Cleaners of any known hazards and for ensuring that such products are suitable for use at the Premises.

12. Keys and Security

Where Kensington Cleaners holds keys or access devices for the Premises, they will be stored and handled with reasonable care and in accordance with internal security procedures.

The Client must not label any keys or access devices provided to Kensington Cleaners in a way that directly identifies the address of the Premises.

Kensington Cleaners accepts no responsibility for loss or damage arising from keys or access devices that were already defective, worn or damaged prior to being provided to Kensington Cleaners.

13. Data Protection and Privacy

Kensington Cleaners will collect and process personal information about Clients for the purposes of managing bookings, delivering Services, handling payments, and administering the business relationship.

Personal information will be handled in accordance with applicable data protection laws in the United Kingdom. Kensington Cleaners will take reasonable steps to protect personal data from unauthorised access, loss or misuse.

Clients are responsible for ensuring that the personal information they provide is accurate and up to date.

14. Variations to Services and Terms

Any variation to the scope, duration or timing of the Services requested by the Client must be agreed with Kensington Cleaners in advance and may result in a change to the price.

Kensington Cleaners may amend these Terms and Conditions from time to time. The updated version will apply to all new bookings made after the date of publication. For ongoing regular services, Kensington Cleaners will notify Clients of any material changes, and continued use of the Services after notification will constitute acceptance of the updated Terms and Conditions.

15. Suspension and Termination

Kensington Cleaners may suspend or terminate the Agreement and any ongoing Services if the Client fails to make payment when due, breaches these Terms and Conditions, behaves in an abusive or inappropriate manner towards Cleaners, or if Kensington Cleaners reasonably believes that continuing to provide Services would pose a risk to health, safety or property.

The Client may terminate regular services by giving the notice period specified at the time of booking or, if no period is specified, by giving at least 7 days written notice. Any booked one-off services that have been confirmed will be treated in accordance with the cancellation provisions set out in these Terms and Conditions.

16. 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 or formation, shall be governed by and construed in accordance with the laws of England and Wales.

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 by Kensington Cleaners.

17. General Provisions

If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall remain in full force and effect.

No failure or delay by Kensington Cleaners in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy, and no single or partial exercise of any such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

The Agreement is between Kensington Cleaners and the Client. No other person shall have any rights to enforce any of its terms.

These Terms and Conditions, together with any specific booking details confirmed at the time of booking, constitute the entire agreement between the parties and supersede any prior agreements, understandings or arrangements relating to the subject matter.