Brentford Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Brentford Cleaners provides cleaning services to residential and commercial customers. By booking or receiving any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

Definitions

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

Company means Brentford Cleaners, the provider of cleaning services.

Customer means the individual or organisation booking or receiving services from the Company.

Premises means the property or properties where the services are to be carried out.

Services means the cleaning services supplied by the Company, including but not limited to domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, post-construction cleaning, and related services.

Operative means any cleaner, team member, subcontractor or representative engaged by the Company to deliver services.

Agreement means the contract between the Company and the Customer for the provision of services, which incorporates these Terms and Conditions and any written or verbal confirmation of booking.

Scope of Services

The Company provides professional cleaning services within its designated service area. The specific scope of work for each booking will be agreed at the time of booking, based on the type of service requested, the description of the Premises, and the Customer's priorities.

Any quotations are based on the information provided by the Customer. The Company reserves the right to adjust the scope, duration, or price of the service if the Premises differ substantially from the description given or if additional work is requested on the day.

The Company does not undertake any tasks that may pose a risk to health and safety or require specialist qualifications, such as heavy lifting of large items, work at unprotected height, or handling of hazardous substances beyond normal household cleaning chemicals.

Booking Process

Bookings can be made by the Customer through the Company’s designated booking channels. By placing a booking, the Customer confirms that they are legally entitled to authorise cleaning at the Premises and that they accept these Terms and Conditions.

The Customer must provide accurate and complete information, including the address of the Premises, access instructions, type of service required, estimated size and condition of the Premises, and any special requirements or priorities.

The Company will confirm the booking by written or verbal confirmation, which will specify the date, estimated start time, type of service, and the indicative price or pricing structure. The Agreement is formed when the Customer receives confirmation from the Company.

The Company aims to arrive at the agreed time but reserves a reasonable time window to account for traffic and operational delays. If the Operative is significantly delayed, the Company will make reasonable efforts to inform the Customer as soon as practicable.

Customer Responsibilities and Access

The Customer must ensure that the Premises are accessible at the agreed time and that any necessary keys, access codes or instructions have been provided in advance. If access cannot be gained, this will be treated as a late cancellation and relevant charges may apply.

The Customer is responsible for ensuring that there is running water, electricity, adequate lighting and safe working conditions at the Premises. The Operatives may refuse to perform all or part of the Services if conditions are unsafe or unsuitable.

The Customer must store any valuables, fragile items and personal documents securely prior to the service. The Customer should clearly indicate any areas that are off-limits.

Where pets are present, the Customer must ensure that they do not obstruct or endanger the Operatives. The Company will not be responsible for pets escaping from the Premises unless this is directly caused by proven negligence of an Operative.

Cleaning Materials and Equipment

Unless otherwise agreed, the Company will supply standard cleaning products and tools required to perform the Services. If the Customer requests the use of their own products or equipment, this must be agreed in advance.

Where Customer-supplied products or equipment are used, the Company accepts no liability for any damage arising from defects, incorrect instructions, or inappropriate use of these products or equipment.

The Company reserves the right to refuse to use any products that are unsafe or unsuitable, including any cleaning chemicals that lack clear labelling or instructions.

Pricing and Payments

Prices may be quoted on a fixed-fee basis for specified tasks or on an hourly basis. All prices are provided in advance of the booking. The Company reserves the right to amend prices to reflect changes in the scope of work, duration, or condition of the Premises.

Unless otherwise agreed, payment is due on completion of the service or in accordance with the payment schedule communicated at the time of booking. For some services, a deposit or prepayment may be required to secure the booking.

Payment methods accepted by the Company will be communicated to the Customer prior to the service. The Customer is responsible for ensuring that funds are available and that payment details are correct.

In the event of late payment, the Company reserves the right to charge interest and administrative fees in line with applicable law, and to suspend or cancel further services until all outstanding amounts are settled.

Changes, Rescheduling and Cancellations

The Customer may request changes to the date, time or scope of the service by contacting the Company within the notice period specified at the time of booking. All changes are subject to availability and confirmation by the Company.

The Company applies a cancellation policy that may include charges for late cancellations or failure to provide access. If the Customer cancels or reschedules with insufficient notice, a cancellation fee may be charged, up to the full value of the booked service for same-day cancellations or no access.

If the Company needs to cancel or reschedule a booking due to circumstances beyond its reasonable control, it will notify the Customer as soon as practicable and will offer an alternative appointment. The Company will not be liable for any indirect or consequential losses resulting from such changes.

Service Quality and Complaints

The Company aims to provide a high standard of cleaning services. If the Customer is dissatisfied with any aspect of the service, they should report the issue to the Company as soon as possible, ideally within 24 hours of completion.

The Customer should provide details of the issue and, where possible, identify specific areas of concern. The Company may request photographs or further information to assess the complaint.

Where the complaint is justified and relates directly to the quality of the cleaning, the Company may offer a re-clean of the affected areas or another form of reasonable resolution. Any re-clean will normally be carried out using the same type of service originally booked.

The Company will not be responsible for issues that arise from wear and tear, permanent staining, pre-existing damage, or the use of unsuitable surfaces or materials at the Premises.

Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability to the Customer is limited as set out in this clause.

The Company will not be liable for any loss, damage, cost or expense that is not a foreseeable result of its breach of these Terms and Conditions or its negligence. Loss or damage is foreseeable if it is an obvious consequence or if it was contemplated by both parties at the time of entering into the Agreement.

The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of business, business interruption or loss of opportunity.

The Customer must report any alleged damage or loss to the Company as soon as reasonably possible and in any event within 48 hours of the service. The Customer must provide details and evidence of the damage and allow the Company or its representatives access to inspect the issue.

The Company will not be responsible for any deterioration or damage to items that are old, fragile, improperly maintained or inherently defective, including but not limited to flaking paint, loose grout, worn fabrics, unstable fixtures, or items not designed to be cleaned with standard methods.

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

Waste Handling and Environmental Regulations

The Company conducts its activities in line with applicable waste and environmental regulations for cleaning services in its operating area. Ordinary household and light commercial waste arising from cleaning activities will be managed in a safe and responsible manner.

The Customer remains responsible for the disposal of general household waste unless specific waste removal has been expressly included in the service description and agreed in advance. The Company does not typically act as a licensed waste carrier for large volumes of waste.

The Company does not collect, transport or dispose of hazardous, clinical, chemical or regulated waste, including but not limited to sharps, medical waste, asbestos, solvents, oils or paints. If such materials are encountered, the Operatives may suspend the work in the affected area and inform the Customer.

The Customer must disclose any known contamination or hazardous materials at the Premises prior to the service. Failure to disclose such information may result in termination of the service and potential charges for time and costs incurred.

Health and Safety

The Company is committed to maintaining safe working practices for its Operatives and Customers. The Customer agrees to support this by ensuring that the Premises are reasonably free from hazards and that any known risks are communicated in advance.

Operatives are instructed not to perform tasks that compromise their safety, such as standing on unstable furniture, using non-professional ladders provided by the Customer, or attempting to move very heavy objects. The Company reserves the right to refuse or modify tasks that cannot be carried out safely.

Keys and Security

Where the Customer provides keys or access codes to the Company, these will be held securely and used solely for the purpose of providing the Services. The Company will exercise reasonable care in the handling of keys but will not be responsible for pre-existing security issues at the Premises.

If keys are reported lost while in the Company’s possession, the Company’s liability will be limited to the reasonable cost of replacing the keys and, where appropriate, changing the relevant locks, subject to evidence of such costs.

Intellectual Property

All content, branding and materials provided by the Company, including descriptions of services, logos and documentation, remain the intellectual property of the Company. The Customer may not reproduce or use such materials for any purpose other than booking and managing services with the Company.

Termination of Ongoing Services

Where the Company provides regular or recurring services, either party may terminate the arrangement by giving reasonable notice, as specified at the time of booking or in any separate written agreement.

The Company may suspend or terminate services with immediate effect if the Customer fails to pay sums due, behaves in an abusive or threatening manner toward Operatives, creates unsafe conditions at the Premises, or otherwise materially breaches these Terms and Conditions.

Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control, including but not limited to extreme weather, transport disruption, accidents, public health restrictions, or other unforeseen circumstances.

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 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 the Company.

Amendments to these Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice or the nature of its services. The current version will apply to all new bookings and to ongoing services from the date of notification or publication.

By continuing to use the Services after any changes to these Terms and Conditions come into effect, the Customer is deemed to accept the updated terms.

Entire Agreement

These Terms and Conditions, together with any written or verbal confirmation of booking and any additional terms agreed in writing, constitute the entire agreement between the Company and the Customer. They supersede all prior discussions, correspondence, understandings or agreements relating to the subject matter.

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.