Shepherds Bush Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Shepherds Bush Cleaners provides cleaning services to residential and commercial customers. By booking or using any of our services, 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 expressions have the meanings set out below:
Customer means any individual, company or organisation that books or receives cleaning services from Shepherds Bush Cleaners.
Company, we or us means Shepherds Bush Cleaners, the cleaning service provider.
Services means any cleaning, housekeeping, end of tenancy cleaning, deep cleaning, specialist cleaning or related services provided by the Company.
Operative means any cleaner, contractor or representative engaged by the Company to deliver the Services.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
The Company provides professional cleaning services at residential and commercial premises within its service area. The exact scope of work for each booking will be agreed with the Customer at the time of booking and confirmed in the booking confirmation.
Unless expressly agreed in writing, the Services do not include tasks such as heavy lifting, specialised trade work, pest control, exterior window cleaning at height, or any activity that may put the Operative at risk or require specialist equipment, training or licensing.
The Company reserves the right to refuse or stop any work that it reasonably considers unsafe, inappropriate, or outside the agreed scope of the Services.
3. Booking Process
Bookings can be requested by the Customer through the Company’s chosen contact and booking channels. All bookings are subject to availability and confirmation by the Company.
To place a booking, the Customer must provide accurate information, including:
Full address of the Premises including access details.
Description of the Premises, size and type of property.
Type of Services required and any specific instructions.
Preferred date and time for the Services.
Any known hazards or particular conditions at the Premises.
The Company may request photographs or additional information to assess the scope of work and estimate duration and cost. Any quotation provided before an on-site assessment is an estimate only and may be adjusted if the actual condition of the Premises differs from the information provided.
A booking is considered confirmed only when the Customer has received a booking confirmation from the Company. The Company reserves the right to decline or cancel a booking at its discretion, subject to refunding any pre-payments made, where applicable.
4. Customer Obligations
The Customer agrees to:
Ensure access to the Premises at the agreed time and provide keys or access codes where necessary.
Ensure that electricity, water and adequate lighting are available at the Premises during the service.
Provide a safe working environment, free from health and safety hazards.
Inform the Company in advance of any fragile items, pre-existing damage, security systems or restricted areas.
Keep pets under control and away from areas where cleaning is being carried out.
The Customer is responsible for securing valuables and personal items before the start of the Services. The Company accepts no liability for loss of cash, jewellery, or other valuables not securely stored away.
5. Access and Keys
If the Customer provides keys or access devices to the Company, they will be stored and handled with reasonable care. In the event of loss or damage to keys directly caused by the Company, liability will be limited to the reasonable cost of a replacement key or standard lock change, subject to evidence of cost.
The Customer is responsible for ensuring that the Operative can gain access at the agreed time. If access is not possible or is delayed due to the Customer, a call-out or waiting charge may apply, and the Company may treat the booking as a late cancellation.
6. Pricing and Payments
Prices for Services are provided based on the information supplied by the Customer. Pricing may be on an hourly basis, a fixed rate per service, or a combination of both. All prices are stated in pounds sterling and may be subject to applicable taxes, which will be clearly indicated where charged.
The Company reserves the right to adjust prices in the event of:
Substantial differences between the Premises’ actual condition and the description provided.
Additional tasks requested by the Customer that extend beyond the original scope.
Changes in legal or regulatory costs that materially affect the cost of providing the Services.
Payment terms will be communicated at the time of booking. The Company may require full or partial payment in advance, or immediate payment upon completion of the Services.
Accepted payment methods will be specified by the Company and may include card payments, bank transfers or other cashless methods. Cash payments may be declined at the Company’s discretion.
If payment is not received by the due date, the Company may charge interest on overdue amounts and may suspend further Services until payment is made in full.
7. Cancellations and Amendments
The Customer may cancel or reschedule a booking by providing reasonable notice as specified by the Company. If the Customer cancels or amends a booking with insufficient notice, the Company may charge a cancellation fee, which may be a fixed fee or a percentage of the Service price.
Where an Operative arrives at the Premises and is unable to gain access, or the Customer is not present as required, this may be treated as a late cancellation and charged accordingly.
The Company reserves the right to cancel or reschedule Services due to circumstances beyond its reasonable control, including illness, transport disruption, extreme weather or other force majeure events. In such cases, the Company will offer an alternative appointment. If rescheduling is not possible, any pre-payment for the affected service will be refunded.
8. Service Quality and Complaints
The Company aims to provide services to a professional standard. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably possible, ideally within 24 hours of the service.
The Customer should provide details of the issue, including photographs where appropriate. The Company will investigate the complaint and, where the complaint is justified, may offer a remedy such as a re-clean of the affected areas or a partial refund, at its discretion.
The Company is not obliged to offer any remedy where:
The complaint relates to matters outside the agreed scope of the Services.
The condition of the Premises or items cleaned means that a particular result cannot reasonably be achieved.
The Customer has not provided access or an opportunity for the Company to inspect and rectify the issue.
9. Customer Property and Fragile Items
The Customer must inform the Company of any items that are particularly fragile, valuable or require special care, such as antiques, artwork, delicate surfaces or specialist finishes.
The Company will not be liable for damage to items that the Customer failed to identify as fragile or which cannot be cleaned using standard domestic cleaning methods. The Company also accepts no responsibility for damage arising from inherent defects, wear and tear, poor installation or pre-existing damage.
10. Liability and Insurance
The Company will exercise reasonable care and skill in providing the Services. The Company holds appropriate insurance cover for its business activities, subject to policy terms and conditions.
To the fullest extent permitted by law:
The Company’s total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid by the Customer for the specific service in question.
The Company will not be liable for indirect or consequential loss, loss of profit, loss of business opportunity, or loss of data.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.
11. Health, Safety and Waste Regulations
The Company and its Operatives will comply with applicable United Kingdom health and safety legislation while delivering the Services. The Customer must ensure that the Premises are reasonably safe for the Operatives to work in and must disclose any known risks, such as hazardous materials, structural issues or unsafe electrical installations.
The Company does not handle or remove hazardous waste, including clinical waste, sharp objects, asbestos, chemicals in unlabelled containers, or any substances classified as dangerous under relevant regulations. If such materials are discovered, the Operatives may immediately cease work in the affected area and the Company may terminate or amend the Services.
General household and commercial waste will be managed in line with applicable waste regulations. The Company is not a licensed waste carrier and does not provide bulk waste removal services. Any removal or disposal of large quantities of waste, furniture, appliances or construction debris is the responsibility of the Customer, unless expressly agreed in writing and carried out via an appropriately licensed provider.
The Customer remains responsible for complying with local waste separation and recycling rules and for providing suitable bins or containers where required.
12. Use of Cleaning Materials and Equipment
The Company may supply its own cleaning products and equipment or use those provided by the Customer, as agreed at the time of booking.
Where the Customer requests the use of specific products or equipment, the Customer is responsible for ensuring they are safe, fit for purpose and suitable for the surfaces and items to be cleaned. The Company accepts no liability for damage resulting from the Customer’s specified products or equipment.
Operatives will not use products that they reasonably believe to be unsafe, expired or unlabelled.
13. Data Protection and Privacy
The Company will process personal data in accordance with applicable UK data protection laws. Personal information provided by the Customer is used for the purposes of managing bookings, delivering Services, handling payments and customer service.
Customer information will be stored securely and not shared with third parties except where necessary to deliver the Services, process payments, meet legal obligations, or with the Customer’s consent.
14. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events beyond its reasonable control, including but not limited to acts of God, extreme weather, fire, flood, epidemic, strike, transport disruption, power failure or changes in law or regulation.
15. Termination
Either party may terminate ongoing service arrangements by giving any notice period specified by the Company for recurring or contractual services.
The Company may terminate or suspend Services with immediate effect if the Customer:
Fails to make payment when due.
Behaves abusively or unreasonably towards Operatives or staff.
Creates or allows an unsafe working environment.
Otherwise materially breaches these Terms and Conditions.
16. Amendments to Terms and Conditions
The Company may update these Terms and Conditions from time to time to reflect changes in law, regulation or business practices. The updated version will apply to new bookings from the date it is made available. Where changes materially affect ongoing service arrangements, the Company will notify the Customer and, where required, obtain agreement to the updated terms.
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, 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 out of or in connection with these Terms and Conditions or the provision of the Services.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation provided by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.
If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
