Cleaner Soho Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Cleaner Soho to residential and commercial clients within its service area in the United Kingdom. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means any individual, company or organisation that requests or receives cleaning services from Cleaner Soho.

Cleaner means any person or team member engaged by Cleaner Soho to perform the cleaning services.

Services means any cleaning or related services provided by Cleaner Soho as agreed with the Client.

Service Area means the locations within which Cleaner Soho offers its services, as described on its website or other published materials from time to time.

Agreement means the contract between the Client and Cleaner Soho consisting of these Terms and Conditions and any confirmed booking details.

2. Scope of Services

Cleaner Soho provides domestic and commercial cleaning services, including but not limited to regular cleaning, one-off deep cleaning, end-of-tenancy cleaning, and other agreed tasks. The specific services to be provided, including the type of clean, frequency, and any additional requirements, will be confirmed at the time of booking.

All services are subject to availability and may vary slightly depending on the nature of the premises and the Client's reasonable requirements, as agreed in advance.

3. Booking Process

3.1 Bookings may be requested through the methods made available by Cleaner Soho from time to time, including online forms or written requests. By submitting a booking request, the Client warrants that all information provided is accurate, complete, and up to date.

3.2 A booking is not confirmed until Cleaner Soho has issued a confirmation specifying the date, time, service type, and any applicable charges. Cleaner Soho reserves the right to decline any booking request at its discretion.

3.3 The Client must ensure that access to the premises is available at the agreed time. This may be through the Client being present, provision of keys, or access codes, as arranged in advance. Any special access instructions must be clearly provided at the time of booking or in reasonable time before the appointment.

3.4 If the Client requires any changes to the service details after confirmation, such as time, date, or scope of work, the Client must notify Cleaner Soho as early as possible. Any changes are subject to availability and may affect the price.

4. Client Obligations

4.1 The Client must ensure that the premises are safe for the Cleaners to work in, including compliance with health and safety requirements. Any hazards, security systems, or special instructions must be disclosed in advance.

4.2 The Client must provide access to electricity, running water, and, where necessary, heating during the appointment so that the Cleaners can carry out the services properly.

4.3 If the Client requests the use of their own cleaning products or equipment, they are responsible for ensuring that such products and equipment are safe, suitable for the purpose, and in full working order. Cleaner Soho accepts no liability for any damage or inadequate results arising from Client-supplied products or equipment.

4.4 The Client must not request that Cleaners undertake any work or use any product that is unsafe, illegal, or beyond the scope of normal cleaning services.

5. Payments and Charges

5.1 The charges for services will be communicated to the Client at the time of booking based on the information provided. Cleaner Soho may adjust charges if the information supplied by the Client is inaccurate or incomplete, or where the actual condition or size of the premises differs substantially from what was described.

5.2 Unless otherwise agreed in writing, payment is due in full on or before the date of the service. Cleaner Soho may require payment in advance or a deposit for certain types of bookings, such as end-of-tenancy or deep cleaning.

5.3 Payment methods accepted will be those notified by Cleaner Soho from time to time. By providing payment details, the Client authorises Cleaner Soho to take payment for the agreed services, any additional agreed work, and any applicable late cancellation or access fees.

5.4 If payment is not received by the due date, Cleaner Soho reserves the right to withhold services, charge interest on overdue amounts, and recover any reasonable costs incurred in pursuing the outstanding payment.

5.5 All prices are quoted in pounds sterling and may be subject to applicable taxes or charges as required by law.

6. Cancellations, Rescheduling and Access

6.1 The Client may cancel or reschedule a booking by giving prior notice in accordance with the cancellation policy stated at the time of booking or as otherwise notified by Cleaner Soho.

6.2 If the Client cancels or reschedules with less than the minimum notice period, Cleaner Soho may charge a late cancellation fee, which may be up to the full cost of the scheduled service.

6.3 If the Cleaner is unable to gain access to the premises at the agreed time due to the Client's act or omission, including unavailability, incorrect keys, or security restrictions, Cleaner Soho may treat this as a late cancellation and charge the applicable fee.

6.4 In the event that Cleaner Soho needs to cancel or reschedule a booking due to unforeseen circumstances, illness, or operational reasons, Cleaner Soho will inform the Client as soon as reasonably practicable and will offer an alternative appointment. Cleaner Soho will not be liable for any consequential losses arising from such cancellation or rescheduling.

7. Quality of Service and Complaints

7.1 Cleaner Soho aims to provide services with reasonable care and skill. If the Client is dissatisfied with any aspect of the service, they must report the issue within a reasonable time, ideally within 24 hours of completion of the service.

7.2 The Client should provide clear details and, where possible, evidence of the issue. Cleaner Soho may request access to the premises to inspect the work and, if appropriate, offer a re-clean of the affected areas or another proportionate remedy.

7.3 Complaints raised after a significant delay or where the Client has not allowed Cleaner Soho an opportunity to inspect or rectify the issue may not be accepted.

8. Liability and Insurance

8.1 Cleaner Soho will exercise reasonable care in carrying out the services and will maintain appropriate insurance cover as required by law for its operations.

8.2 Cleaner Soho will not be liable for normal wear and tear, pre-existing damage, or any damage arising from the use of improper, defective, or unsuitable materials or equipment supplied by the Client.

8.3 The Client must notify Cleaner Soho of any alleged damage or loss as soon as reasonably possible, and in any event within 48 hours of the service, providing full details and, where available, evidence. Failure to notify within this timeframe may affect the ability to investigate and resolve the issue.

8.4 Cleaner Soho's total liability to the Client for any loss or damage arising out of or in connection with the services, whether in contract, tort, or otherwise, will be limited to the amount paid by the Client for the specific service in question, except in cases where such limitation is not permitted by law.

8.5 Cleaner Soho will not be liable for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of the provision or non-provision of the services.

8.6 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

9. Property, Keys and Security

9.1 If the Client provides keys or access codes to enable the Cleaners to attend the premises, the Client is responsible for ensuring that such access arrangements are lawful and authorised.

9.2 Cleaner Soho will take reasonable care to maintain the security of the premises while providing the services and will follow any reasonable security instructions provided by the Client.

9.3 Cleaner Soho will not be responsible for any loss where access arrangements have been shared directly between the Client and an individual Cleaner without Cleaner Soho's knowledge or consent.

10. Waste Regulations and Disposal

10.1 Cleaner Soho will comply with applicable UK waste and environmental regulations relevant to its cleaning activities. General household and office waste generated during cleaning will typically be placed in the Client's own waste or recycling receptacles, unless otherwise agreed.

10.2 Cleaner Soho does not ordinarily remove large volumes of waste, bulky items, hazardous materials, clinical waste, or regulated substances from the Client's premises. It is the Client's responsibility to arrange for proper disposal through licensed carriers where required by law.

10.3 Hazardous substances include, but are not limited to, asbestos, certain chemicals, solvents, paint, oil, medical waste, sharps, and any material deemed hazardous under UK legislation. Cleaners are not authorised to handle or dispose of such materials unless expressly agreed in writing and in accordance with applicable regulations.

10.4 The Client must not request that Cleaners transport or dispose of waste in a manner that would breach waste, environmental, or transport laws. Cleaner Soho reserves the right to decline any such request.

11. Health and Safety

11.1 Cleaner Soho is committed to maintaining safe working practices for both Cleaners and Clients. Cleaners are instructed to refuse any task that they reasonably consider unsafe or inappropriate.

11.2 The Client must inform Cleaner Soho of any health and safety risks at the premises, including but not limited to loose flooring, exposed wires, hazardous substances, or aggressive animals.

11.3 Cleaners may decline to work in areas where they feel threatened, harassed, or unsafe. In such circumstances, Cleaner Soho may treat the booking as cancelled by the Client and apply the relevant charges.

12. Personal Data and Privacy

12.1 Cleaner Soho will handle personal data in accordance with applicable data protection laws in the United Kingdom. Personal details provided by the Client will be used for the purposes of administering bookings, delivering services, processing payments, and managing the relationship with the Client.

12.2 Cleaner Soho may retain records of bookings and communications for a reasonable period for administrative, legal, and regulatory purposes.

13. Changes to Terms and Conditions

13.1 Cleaner Soho may update these Terms and Conditions from time to time to reflect changes in law, practice, or its services. The latest version will apply to all new bookings and, where appropriate, to ongoing services following reasonable notice to the Client.

13.2 Continued use of the services after any changes have been notified will constitute acceptance of the updated Terms and Conditions.

14. Suspension or Termination

14.1 Cleaner Soho may suspend or terminate the provision of services to a Client with immediate effect if the Client breaches these Terms and Conditions, fails to pay any sum due, behaves abusively or unlawfully towards Cleaners or staff, or creates a health and safety risk.

14.2 The Client may terminate regular ongoing services by giving the notice period agreed at the outset of the arrangement or as otherwise communicated. Any amounts properly due up to the date of termination will remain payable.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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 services provided by Cleaner Soho.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by Cleaner Soho in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

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

16.4 These Terms and Conditions, together with any confirmed booking details, constitute the entire agreement between Cleaner Soho and the Client in relation to the services and supersede any previous understanding or arrangement.

By proceeding with a booking, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.