Kennington Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Kennington Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, you agree to these terms. Please read them carefully before placing an order for any cleaning service, because they explain how bookings are accepted, how payments work, when cancellations may apply, and what responsibilities each party has during the service.
These terms are written to be clear and practical. They are intended to support a fair working relationship between the client and Kennington Cleaners. They apply to one-off visits, repeat appointments, scheduled maintenance work, end-of-tenancy cleaning, deep cleaning, and any related tasks agreed in writing or verbally before the service starts. Any variation to these terms must be agreed in advance and confirmed by us.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Kennington Cleaners. References to “you” and “your” mean the customer, client, tenant, landlord, managing agent, or other person arranging the service. Where more than one person is responsible for payment or access, each person is jointly responsible unless we agree otherwise.
Booking process begins when you request a quote, complete an enquiry, or ask us to reserve a date and time. Any price estimate provided before an inspection or before work begins is based on the information you supply. If the actual condition of the property, the amount of work required, or access arrangements differ from what was described, we may revise the quote before starting or adjust the service scope accordingly.
We may accept bookings by message, email, telephone, online form, or other agreed method. A booking is only confirmed when we acknowledge it and provide an agreed date, time window, and service description. We may refuse or decline any booking at our discretion, including where we believe the requested service cannot be completed safely, lawfully, or within the expected timeframe. It is your responsibility to ensure the booking details are accurate.
You must provide all relevant information needed to carry out the cleaning services properly. This includes access instructions, parking or entry restrictions, presence of pets, fragile items, special surfaces, hazardous areas, and any known health or safety concerns. If you fail to disclose important information and this affects the service, we may charge for extra time, additional labour, or a return visit if required. We are not responsible for delays caused by incomplete or inaccurate information.
Payments are due according to the price and schedule agreed at the time of booking or in the invoice. Unless otherwise stated, payment must be made on or before the day of service completion. For recurring or pre-scheduled services, we may require advance payment, a deposit, or payment on invoice. Prices may vary depending on the type of service, property condition, urgency, and any special equipment or materials required.
All charges are stated in pounds sterling unless agreed otherwise. If VAT applies, it will be shown where required by law. Any estimate given before the service is not a fixed price unless expressly stated in writing. Additional charges may apply for extra rooms, excessive build-up, unsocial hours, waiting time, access problems, or work outside the original scope. If we discover after arrival that the job is significantly larger than described, we may amend the quote before proceeding.
Late or unpaid amounts may result in suspension of further work, cancellation of future bookings, or recovery action. If a payment is overdue, we may charge reasonable costs incurred in pursuing the debt, subject to applicable law. You are responsible for any bank charges, failed payment fees, or administrative costs caused by incorrect payment details or insufficient funds. We may withhold invoices, reports, or completion confirmation until all outstanding sums are received.
Cancellations and rescheduling should be made as soon as possible if you no longer need the appointment. Unless a different cancellation policy was agreed at booking, notice of at least 24 hours is normally required for standard services. If you cancel with less than the required notice, or if our team is unable to access the premises on arrival, we may charge a cancellation fee or the full booked amount where reasonable and lawful.
If you wish to reschedule, we will try to offer an alternative slot, but availability cannot be guaranteed. Repeated cancellations, late changes, or failure to provide access may affect our willingness to accept future bookings. We may also cancel or postpone a booking if staff safety is at risk, if the property is unsuitable for the service, if weather or travel disruptions make attendance impractical, or if we are unable to complete the work to a proper standard.
If we cancel a booking and the cancellation is not caused by your breach, we will either refund any prepaid amount for the cancelled portion or offer a new date, depending on the circumstances. Our liability for cancellation is limited to the amount paid for the affected service, except where liability cannot lawfully be limited. We will not be liable for indirect loss, loss of profit, or costs arising from missed arrangements beyond the service fee paid.
Access, site conditions, and customer duties are important for the safe and efficient delivery of any cleaning service. You must ensure that our team has safe access at the agreed time and that the property is reasonably prepared for the work. This may include unlocking doors, providing codes or keys as arranged, removing personal belongings where possible, and ensuring utilities such as water and electricity are available unless the service is specifically designed otherwise.
You are responsible for safeguarding valuables, cash, documents, jewellery, and irreplaceable items before the service begins. We recommend that delicate, sentimental, or highly valuable belongings are stored securely. While our staff will take reasonable care, we are not responsible for items left in exposed or unsafe positions unless loss or damage is caused by our proven negligence. You should also inform us about any surfaces or items that require special handling.
We may refuse to clean areas or materials that we reasonably believe could be unsafe, unstable, contaminated, or likely to suffer damage because of their condition. Examples may include pre-existing structural defects, heavily worn surfaces, loose fittings, or items requiring specialist restoration. If we advise that a task should not be attempted and you choose to proceed against our advice, you accept the associated risk to the extent permitted by law.
Liability is limited to losses directly caused by our negligence or breach of these terms. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we will not be responsible for indirect, consequential, or economic losses, including business interruption, missed appointments, or loss of use of the property.
Where damage is alleged, you must notify us as soon as reasonably possible and provide photographs, details of the issue, and access for inspection if requested. We may investigate, seek quotes, or arrange remedial action where appropriate. Any claim must be made promptly and, in any event, within a reasonable time after the event. Failure to raise a claim in time may make it harder for us to assess what happened and may affect the outcome.
If our staff is asked to move items, use appliances, or handle delicate fixtures, we will do so with reasonable care, but you accept that some tasks carry inherent risks. Existing wear, hidden defects, faulty installations, poor maintenance, or unsuitable materials may cause damage even where reasonable care is used. We are not responsible for loss or damage arising from such pre-existing issues unless caused by our negligence.
Waste regulations and disposal apply to all services involving the removal of waste, packaging, debris, cleaning materials, or unwanted household items. We will comply with relevant UK waste-handling rules and will only dispose of waste where this has been agreed and where it can be done lawfully. Any waste we remove remains your responsibility unless we have expressly agreed to take possession of it as part of the service.
You must not ask us to remove hazardous, clinical, controlled, or illegal waste unless the service specifically covers that type of material and we have agreed in writing. Such waste may include needles, asbestos, chemicals, solvents, contaminated materials, bodily fluids, or other substances requiring specialist handling. If prohibited waste is discovered during the service, we may stop work immediately and charge for time already spent, any disposal costs, and reasonable additional expenses.
Where waste disposal is included, you confirm that the materials are lawfully owned by you or that you have permission to dispose of them. You also confirm that any items presented for removal are not stolen, dangerous, or subject to legal restrictions. We may refuse to transport or dispose of anything that we consider unsafe, unlawful, or unsuitable for ordinary waste collection. If specialist disposal is needed, additional charges may apply.
Quality, complaints, and remedy are handled on a case-by-case basis. If you believe a service has not been completed as agreed, you should notify us promptly and allow us a reasonable opportunity to review the issue. Where appropriate, we may return to inspect the work, carry out touch-ups, or discuss a fair remedy. Our goal is to resolve concerns proportionately and in good faith.
Any complaint should be supported by clear details and, where possible, photographs taken soon after the service. We may decline a complaint if the issue results from circumstances outside our control, such as further use of the area after cleaning, third-party interference, inadequate access, or changes made after completion. A service will generally be treated as accepted if no issue is reported within a reasonable period after completion.
Force majeure means events beyond our reasonable control, including severe weather, transport disruption, illness, strikes, supply problems, fire, flood, power failure, acts of government, or other unforeseen events. If such an event prevents or delays service delivery, we will not be liable for the resulting failure or delay. We may reschedule the booking or suspend performance until it becomes practical to continue.
Data, confidentiality, and property care are also important. We will use the personal information you provide only for service administration, communication, invoicing, and lawful business purposes. We will take reasonable steps to protect confidential information and to ensure staff act professionally while on-site. You should also respect the privacy and safety of our staff and avoid placing them in unsafe, unlawful, or uncomfortable situations.
Where keys, alarms, access cards, or codes are provided, you remain responsible for their accuracy and safekeeping. If we are entrusted with keys or access devices, we will keep them secure and return them as agreed. Any loss of access arrangements caused by your incorrect instructions, failed entry systems, or unannounced changes is your responsibility. Please tell us promptly if access details change before the appointment.
Termination of an ongoing service arrangement may occur by either party on reasonable notice, subject to any minimum term or prepaid commitment already agreed. We may end a booking or service immediately if there is a serious breach of these terms, abusive behaviour, unsafe conditions, non-payment, or unlawful conduct. If termination occurs because of your breach, you may still be responsible for fees already incurred.
These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from or connected with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another part of the UK law applies by mandatory rule. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force.
Entire agreement means that these terms, together with the booking details and any written variations, form the full agreement between you and Kennington Cleaners for the relevant service. No statement made before the booking will override these terms unless confirmed in writing. Any failure by us to enforce a term on one occasion does not mean that the term is waived for the future.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. You also confirm that the information you provide is accurate, that you have authority to book the service, and that you will cooperate reasonably to allow the work to be carried out safely and properly. These terms are intended to support a reliable and professional cleaning company service standard across all agreed appointments.
