Shepherd's Bush Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Shepherd's Bush Cleaners provides cleaning and related services to residential and commercial customers within its service area in the United Kingdom. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

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

1.1 Client means the person, company or organisation requesting or receiving services from Shepherd's Bush Cleaners.

1.2 Company means Shepherd's Bush Cleaners, which provides cleaning and related services.

1.3 Services means cleaning and related services provided by the Company, including but not limited to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, office cleaning and related tasks agreed at the time of booking.

1.4 Premises means the property or location where the Services are to be carried out.

1.5 Operative means an employee, subcontractor or representative engaged by the Company to carry out the Services.

2. Scope of Services

2.1 The Company provides cleaning and related services within its designated service area, including Shepherd's Bush and surrounding districts, as determined by the Company from time to time.

2.2 The specific Services to be provided, including the type of clean, estimated duration, and any special requirements, will be agreed with the Client at the time of booking and confirmed in the booking confirmation.

2.3 The Company reserves the right to refuse any job which it considers to be hazardous, unsafe, unreasonable or outside the scope of its standard Services.

2.4 The Company does not undertake any tasks requiring professional trade qualifications, such as electrical, plumbing, structural or gas work.

3. Booking Process

3.1 Bookings may be made by the Client through the Company’s approved booking channels as communicated by the Company from time to time.

3.2 When placing a booking, the Client must provide accurate and complete information about the Premises, the required Services, access arrangements and any relevant conditions such as pets, parking restrictions, or building entry procedures.

3.3 All bookings are subject to availability. The Company will confirm the booking, including the date, time window, and estimated duration of the Service, by way of a booking confirmation.

3.4 The Company reserves the right to amend the allocated time or date of a booking upon reasonable notice to the Client where operational circumstances require such changes.

3.5 For repeat or regular Services, the agreed schedule will continue until cancelled or amended in accordance with these Terms and Conditions.

4. Access to Premises

4.1 The Client must ensure that the Operatives have safe and reasonable access to the Premises at the agreed time.

4.2 Access arrangements, including keys, key codes, concierge or entry systems, must be clearly communicated in advance. The Client is responsible for obtaining any necessary consents for the Operatives to enter the Premises.

4.3 If the Operatives are unable to gain access to the Premises at the agreed time due to circumstances within the Client’s control, the Company may charge a call-out fee or treat the booking as cancelled at short notice in accordance with the cancellation provisions in these Terms and Conditions.

4.4 The Client must ensure that the Premises are in a condition that enables the Operatives to carry out the Services safely, including maintaining clear access routes and informing the Company of any specific risks present at the Premises.

5. Client Obligations

5.1 The Client must provide running water, electricity, adequate lighting and access to any necessary facilities at the Premises for the duration of the Services.

5.2 Where the Client requests the use of their own cleaning products or equipment, it is the Client’s responsibility to ensure that these are safe, fit for purpose and suitable for the surfaces and items to be cleaned.

5.3 The Client must remove or securely store any valuable, fragile or irreplaceable items prior to the commencement of the Services. The Company will not be liable for loss of or damage to items that are not reasonably secured or that the Operatives have been instructed not to handle.

5.4 The Client must inform the Company, in advance, of any materials, surfaces or items at the Premises that require special care or are particularly delicate, including but not limited to natural stone, antique furniture, specialist finishes or sensitive electrical equipment.

6. Payments and Charges

6.1 The price for the Services will be confirmed at the time of booking, based on the information provided by the Client. The Company reserves the right to adjust the quoted price if the information provided at booking was incomplete or inaccurate, or if the scope of work changes.

6.2 The Company may charge on a fixed-fee basis or an hourly basis, depending on the nature of the Services and the agreement with the Client.

6.3 Unless otherwise agreed, payment is due on completion of the Services or in advance for certain categories of work, including but not limited to end of tenancy and one-off deep cleans.

6.4 The Company accepts payment by the methods it makes available from time to time. The Client is responsible for ensuring that payment details are valid and that funds are available.

6.5 The Company reserves the right to require a deposit for larger jobs or where special arrangements are needed. Any required deposit will be communicated at the time of booking and must be paid by the specified deadline to secure the appointment.

6.6 If payment is not received when due, the Company may suspend further Services and may charge interest on overdue amounts at the statutory rate until payment is received in full.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule a booking by giving notice to the Company through its approved communication channels.

7.2 For standard residential or commercial cleaning appointments, the Company will usually require a minimum notice period prior to the scheduled start time, which will be communicated at the time of booking. If adequate notice is given, no cancellation charge will normally apply.

7.3 If the Client cancels or reschedules with less than the required notice, or if the Operatives are unable to gain access to the Premises due to circumstances within the Client’s control, the Company may charge a cancellation fee up to the full price of the scheduled Service.

7.4 For large, one-off or end of tenancy cleans, a longer notice period and specific cancellation terms may apply. These will be confirmed at the time of booking.

7.5 The Company reserves the right to cancel or amend a booking at any time, including on the day of service, due to operational issues, staff availability, adverse weather, safety concerns or other reasons beyond its reasonable control. In such cases, the Company will offer an alternative appointment. Where no suitable alternative can be agreed, any pre-paid amounts for the affected booking will be refunded.

8. Service Standards and Complaints

8.1 The Company aims to provide Services with reasonable skill and care, consistent with industry standards for cleaning within its service area.

8.2 If the Client is dissatisfied with any aspect of the Services, they must contact the Company as soon as reasonably possible, providing details of the issue and, where relevant, photographic evidence.

8.3 The Company may, at its discretion, arrange for the Operatives to return to the Premises to re-perform the relevant part of the Services, or offer another appropriate remedy, provided that the complaint is reported within a reasonable time frame and it is determined that the Services were not carried out with reasonable skill and care.

8.4 The Company’s obligation to remedy any dissatisfaction is limited to re-performing Services or offering a proportionate credit or refund, at its discretion, and subject to the limitations of liability set out below.

9. Liability and Limitations

9.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot legally be limited or excluded.

9.2 Subject to the above, the Company will not be liable for:

a. Any loss or damage arising from inaccurate, incomplete or misleading information provided by the Client.

b. Normal wear and tear, or deterioration that occurs as a result of reasonable cleaning using industry-appropriate methods.

c. Pre-existing damage, defects or staining that cannot be remedied by standard cleaning methods.

d. Loss of or damage to items that the Operatives have been instructed not to handle, or that have not been adequately secured by the Client.

e. Indirect or consequential losses, including loss of profit, loss of opportunity, or loss of use of the Premises.

9.3 The Client is responsible for checking the results of the Services as soon as reasonably practical after completion and for raising any concerns within a reasonable time.

9.4 The Company’s total liability to the Client in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable by the Client for the specific Services giving rise to the claim.

10. Waste Handling and Environmental Practices

10.1 The Company will handle and dispose of waste generated in the course of providing the Services in accordance with applicable UK waste and environmental regulations.

10.2 Standard household and office waste arising from cleaning activities will normally be placed in the Client’s own refuse or recycling containers at the Premises, unless otherwise agreed.

10.3 The Company does not routinely remove large volumes of waste, bulky items, construction debris, hazardous materials, clinical waste or any other waste streams that are subject to special handling requirements. Where such removal is requested, it may be subject to additional charges, specific arrangements and compliance with relevant regulations.

10.4 The Client is responsible for informing the Company of any waste or materials at the Premises that may be hazardous or require special disposal. The Company reserves the right to refuse to handle or remove any such items.

10.5 The Company aims to use cleaning products and methods that are effective and compliant with relevant safety and environmental standards. Where the Client supplies their own products, the Client is responsible for ensuring those products comply with applicable safety and environmental rules.

11. Insurance

11.1 The Company maintains appropriate public liability and, where applicable, employer’s liability insurance in connection with the provision of its Services.

11.2 Details of the Company’s insurance cover are available on request. Any claim relating to loss or damage must be reported to the Company promptly so that it can be investigated and, where appropriate, notified to the insurer.

12. Privacy and Data Protection

12.1 The Company will collect and process personal data of Clients in order to manage bookings, provide Services and handle payments and communications.

12.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to protect personal data against unauthorised access, use or disclosure.

12.3 The Client is responsible for ensuring that any personal data provided about third parties, such as tenants or building contacts, is supplied lawfully and with appropriate consent where required.

13. Force Majeure

13.1 The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events outside its reasonable control, including but not limited to extreme weather, transport disruption, industrial disputes, accidents, illness, pandemics, emergencies or legal restrictions.

13.2 In such circumstances, the Company may suspend or reschedule the Services and will notify the Client as soon as reasonably practical.

14. Amendments to Terms

14.1 The Company may amend these Terms and Conditions from time to time. Updated terms will take effect when published or otherwise communicated to the Client and will apply to bookings made after that date.

14.2 For ongoing or regular Services, the Company will provide notice of any material changes. Continued use of the Services after such notice will constitute acceptance of the updated Terms and Conditions.

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 the Services, 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.

16.2 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.

16.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for the operation of its business.

16.4 These Terms and Conditions, together with the booking confirmation and any written variations agreed between the parties, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements.