Westkensington Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Westkensington Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. They are designed to ensure a clear, fair and professional service relationship, with expectations explained in a straightforward way. Throughout this document, references to we, us and our mean Westkensington Cleaner, while you and your mean the customer or person requesting the service.

These terms apply to all standard and tailored cleaning appointments, including one-off cleans, regular domestic visits, deep cleaning, end-of-tenancy cleaning, and other cleaning services arranged under the West Kensington Cleaner brand. Any variation to these terms must be agreed in writing before the service begins. If there is any conflict between a quotation, order note, service specification, or these terms, the written confirmation accepted by both parties will normally take priority for that specific booking.

Important: by using our service, you confirm that you are legally able to enter into a contract and that any information you provide for the booking is accurate and complete.

1. Booking Process

A booking with Westkensington Cleaner is formed when you provide the required service information, we confirm availability, and you accept the proposed terms, price, and service scope. A booking may be made for a one-time appointment or on a recurring basis. The exact cleaning tasks, property access arrangements, preferred date and time, and any special instructions should be provided at the time of booking to help us schedule appropriately.

We may request additional details before confirming a booking, including the property type, approximate size, condition of the premises, parking or access limitations, presence of pets, and whether any special equipment or cleaning products are required. If the work requested differs from the description originally given, we reserve the right to revise the quotation, change the duration, assign additional staff, or decline the booking where the service cannot be delivered safely or reasonably within the original arrangement.

Bookings are subject to availability and are not confirmed until acknowledged by us. If a deposit, pre-authorisation, or advance payment is requested, the booking may remain provisional until that payment is received in full. It is your responsibility to ensure that access is available at the scheduled time. Where we are unable to gain entry or commence work due to missing keys, incorrect entry details, no one being present where attendance is required, or other access issues outside our control, the booking may be charged as a wasted visit.

2. Service Standards and Customer Responsibilities

The West Kensington Cleaner service is carried out using reasonable skill and care, in line with the agreed scope and the information you supplied. Our staff will use suitable cleaning methods and equipment for the job and may refuse to use products or appliances that they consider unsafe, unsuitable, or not intended for cleaning purposes. Unless stated otherwise, we do not move excessively heavy items, disassemble furniture, or carry out specialist restoration work.

You are responsible for ensuring the property is safe and ready for cleaning. This includes securing valuables, informing us of fragile surfaces or items, and advising us of any hazards such as exposed wiring, unsafe flooring, broken glass, mould growth, or aggressive pests. We may pause, reduce, or stop work if the environment becomes unsafe or if the service requested would risk damage to property, equipment, or persons. If your instructions conflict with health and safety requirements, our team’s judgement on safe working practices will take precedence.

The customer should also ensure that any required utilities, such as water and electricity, are available unless the booking expressly states otherwise. If cleaning is delayed or limited because of a lack of utilities, poor lighting, blocked access, or similar issues, the service may still be chargeable. Where items are especially delicate, antique, or of high monetary or sentimental value, you should notify us in advance so that appropriate precautions can be considered. We may decline to clean items that appear too fragile or unsuitable for standard cleaning methods.

3. Payments

Payment terms will be confirmed during booking or on the invoice. Unless agreed otherwise, payment is due immediately on completion of the service, or in advance for services that require a deposit or full prepayment. We may accept payment by bank transfer, card payment, or another approved method. Any processing fees charged by third-party payment providers are your responsibility only where clearly stated before payment.

All prices are quoted in pounds sterling and may be stated as fixed fees, hourly rates, or estimated charges based on the information provided. If the service duration extends because the actual condition of the property is substantially different from the description given, additional charges may apply. This may include properties that require more time, extra staff, specialist products, or repeated attention due to heavy dirt, staining, or clutter. We will normally explain any significant change to the anticipated cost before proceeding where practical.

If payment is not received by the due date, we reserve the right to suspend further services, withhold future bookings, and recover reasonable costs incurred in collecting the debt, including administrative charges and lawful recovery fees. We may also charge interest on overdue amounts at the statutory rate where permitted by law. Any discount, promotion, or special price applies only in accordance with the conditions attached to that offer and may be withdrawn if the booking is altered or cancelled outside the permitted timeframe.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice within the timeframe stated at the point of booking. Where no specific timeframe has been stated, reasonable notice should be provided. Cancellations made with sufficient notice may not incur a charge, although any non-refundable deposit already paid will remain subject to the original booking terms. If you cancel too late for us to reallocate the appointment, a cancellation fee may apply to cover staffing, travel, and administrative costs.

If our team arrives at the property and cannot proceed because access is unavailable, the property is not ready, or there is no one present where attendance is required, the appointment may be treated as a missed visit or late cancellation and charged accordingly. We will always aim to act fairly, but repeated short-notice cancellations or access failures may result in future bookings being accepted only on prepayment terms. If we need to cancel or reschedule due to illness, safety concerns, severe weather, or circumstances beyond our control, we will use reasonable efforts to offer an alternative appointment.

In the event of a suspension or delay caused by events outside our control, including transport disruption, accidents, utility failures, or public emergency conditions, we will not be liable for any loss arising from the delay except where required by law. Where possible, we will notify you promptly and arrange a new date. The parties agree that flexibility may be needed when service conditions change unexpectedly, and both sides will act reasonably in responding to such situations.

5. Liability, Damage, and Limitations

Westkensington Cleaner will use reasonable care and skill while performing the agreed work, but our liability is limited to losses that are direct and foreseeable consequences of our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we will not be responsible for indirect or consequential losses, loss of profit, loss of opportunity, or emotional distress arising from the service.

If you believe damage has occurred during cleaning, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after discovering the issue. Supporting photographs and a clear description of the incident may be requested so that we can investigate properly. We will not be responsible for damage caused by pre-existing wear and tear, hidden defects, poor maintenance, unsuitable materials, items that were already loose or unstable, or damage resulting from your instructions or failure to disclose relevant information.

Our total liability for any claim arising from a single service event will be limited to the amount paid, or payable, for that specific service unless a higher amount is required by law. This limit applies to all claims combined arising from the same incident. You are encouraged to maintain appropriate insurance for valuable items and property risks that are outside the scope of standard cleaning services. Where a claim is valid, our preferred remedy may be repair, replacement, or a refund, depending on the nature of the issue and what is reasonable in the circumstances.

6. Waste Regulations and Disposal

As a cleaning service provider, we will handle waste in a lawful and responsible manner. Waste created directly by the service, such as general dirt, dust, packaging from approved supplies, and ordinary cleaning residue, will be disposed of appropriately in line with applicable UK waste requirements. However, we are not a specialist waste removal company and do not automatically remove bulky, hazardous, clinical, or regulated waste unless this is expressly agreed in advance and lawfully permitted.

You must ensure that any waste requiring special handling is identified before the appointment. This includes sharp objects, bodily fluids, contaminated materials, asbestos-related debris, chemicals, batteries, electronic waste, and any other items subject to specific disposal controls. If such materials are found unexpectedly, our staff may stop work and require you to arrange proper removal. We will not place our team at risk by handling waste that cannot be safely or legally managed within the scope of a standard cleaning service.

Where cleaning work involves removal of rubbish from the property as an agreed additional service, you remain responsible for making sure the waste is accurately described and lawful to collect. You confirm that you have the right to authorise disposal and that no prohibited materials are included unless clearly accepted in writing. If we incur additional costs due to misdescribed waste or the need to follow legal disposal procedures, those costs may be passed on to you where permitted. Compliance with environmental and waste-handling law is a shared responsibility.

7. Complaints, Reperformance, and Remedies

If you are dissatisfied with any element of the service, you should notify us promptly so that we have an opportunity to review the matter and consider a remedy. Depending on the circumstances, the remedy may include a return visit, a partial refund, or another fair solution. Any complaint should include enough detail to allow us to understand the concern, such as the date of service, the area affected, and the nature of the problem.

We may decline a complaint where the issue relates to unreasonable expectations, matters outside the agreed scope, instructions not given to us before the service, or changes made after completion. A claim will also be reduced or rejected where you failed to mitigate loss, failed to allow access for a remedial visit, or did not report the concern within a reasonable time. Nothing in this section affects your statutory rights as a consumer where those rights apply.

Any agreed re-performance is offered as a goodwill and service-quality measure and does not necessarily mean liability is admitted. We may choose the most practical and proportionate method of resolution. If a dispute cannot be resolved informally, the parties should continue to act reasonably and seek an efficient outcome before considering formal legal action.

8. General Provisions and Governing Law

These Terms and Conditions may be updated from time to time to reflect changes in our operations, legal obligations, or service standards. The version in force at the time of your booking will apply to that booking unless a newer version has been expressly agreed. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining parts will continue in full force.

No failure or delay by us in enforcing any part of these terms shall be treated as a waiver of our rights. You may not transfer your booking or contractual rights to another party without our written consent. We may assign or subcontract elements of the service where appropriate, provided this does not materially reduce the standard of work promised. Any notice required under these terms should be given in a manner that is reasonably capable of being recorded.

These terms are governed by the laws of England and Wales, and any dispute arising from or in connection with them will be subject to the exclusive jurisdiction of the courts of England and Wales. By proceeding with a booking for West Kensington Cleaner, you acknowledge that you have read, understood, and accepted these terms as the basis of the service contract.