Shepherds Bush Cleaner Service Terms and Conditions

These Terms and Conditions govern the supply of residential and commercial cleaning services by Shepherds Bush Cleaner to clients within our service area. 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 or allowing us to commence work at your premises.

1. Definitions

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

Client means the individual, company or organisation requesting cleaning services from Shepherds Bush Cleaner at a property within our operating area.

Company means Shepherds Bush Cleaner, the provider of the cleaning services.

Services means any cleaning, housekeeping, or related services provided by the Company, whether as a one-off booking or on a recurring basis.

Service Area means the locations in which the Company offers its cleaning services from time to time, including Shepherds Bush and surrounding districts and neighbourhoods.

Booking means a confirmed appointment for the Company to carry out the Services at the Client property.

Property means the residential or commercial premises where the Services are to be carried out.

2. Scope of Services

The Company provides a range of professional cleaning services within its service area, including general domestic cleaning, deep cleaning, end of tenancy cleaning, commercial and office cleaning, and other related tasks as agreed with the Client at the time of booking.

The exact scope of work for each Booking will be agreed in advance based on the Client instructions, the type of service, the size and condition of the Property, and the time allocated. Unless explicitly agreed otherwise, our cleaning packages are time-based, and our cleaners will prioritise tasks according to the instructions provided by the Client within the booked timeframe.

The Company does not provide services which fall outside normal cleaning activity, such as any form of pest control, maintenance or repair of fixtures, electrical or plumbing work, or any work which may endanger our staff or require specialist licensing or equipment.

3. Booking Process

Bookings may be requested through our online form, by written correspondence or through other approved booking channels specified by the Company. A Booking is only confirmed when the Company has acknowledged it and provided a date and time for the attendance of cleaners at the Property.

When requesting a Booking, the Client must provide accurate information, including property type, approximate size, number of rooms and bathrooms, access details, parking arrangements and any special requirements. If on arrival the Property is materially different from the description provided, the Company reserves the right to amend the price, adjust the scope or duration of the work, or decline to provide the Services.

For one-off or end of tenancy services, the Company may require a deposit or full prepayment in order to confirm the Booking. For regular cleaning, the Company may require payment details to be held on file and may set a recurring payment schedule.

The Client is responsible for ensuring access to the Property at the agreed time. If our cleaners are unable to gain access or are turned away, this will be treated as a late cancellation and charges may apply in accordance with the cancellation terms below.

4. Pricing and Payment Terms

Prices for Services will be provided to the Client prior to confirming the Booking. Pricing may be calculated by the hour, by the size of the Property, by the type of service, or on a fixed fee basis, at the discretion of the Company. Prices may vary depending on the location within the service area, the condition of the Property, and any additional tasks requested.

Unless otherwise specified, all prices are quoted inclusive of labour, standard cleaning materials and equipment supplied by the Company. Additional charges may apply for specialist products, equipment, waste disposal or parking fees where applicable.

Payment is due in accordance with the terms notified to the Client at the time of booking. This may include payment in advance, payment on the day of service, or recurring payments for regular bookings. The Company may accept various payment methods such as bank transfer or card payment, as communicated from time to time. Cash payments are accepted only where expressly agreed.

Where payment is not received by the due date, the Company may suspend Services, charge interest on overdue sums and seek to recover any costs incurred in chasing payment. The Client remains liable for all charges properly incurred for Services that have been provided.

5. Cancellations and Rescheduling

The Client may cancel or reschedule a Booking, subject to providing the minimum notice period set out in this clause. For most standard Services, the Company requires at least 24 hours notice before the scheduled start time. For large scale or specialist jobs, including end of tenancy or deep cleaning, the Company may require at least 48 hours notice, and this will be confirmed at the time of booking.

If adequate notice is given, the Company will cancel or reschedule the Booking without charge. If the Client cancels or reschedules with less than the required notice, the Company may charge a cancellation fee up to the full value of the Booking to cover allocated staff time and administrative costs.

If our cleaners attend the Property but are unable to gain access, or if the Client or an authorised representative turns our staff away, this will be treated as a late cancellation and a charge may apply as if the Booking had proceeded.

The Company reserves the right to cancel or reschedule a Booking at any time due to reasons beyond its reasonable control, including staff illness, vehicle breakdown, severe weather, or other circumstances that make the provision of Services impracticable. In such cases, the Company will use reasonable efforts to notify the Client as soon as possible and offer an alternative appointment. Where a prepayment has been made and the Client does not accept a rescheduled appointment, the Company will refund any payment received for the unperformed Services.

6. Client Obligations and Access

The Client must provide safe and reasonable access to the Property, including all areas where cleaning is required. This may require the provision of keys, access codes, parking arrangements and any necessary instructions for entry. The Client agrees that the Company may hold keys or access details securely for the purposes of providing regular Services.

The Client must ensure that the Property is safe for work and compliant with all relevant health and safety regulations. The Client must inform the Company of any known hazards, including faulty wiring, loose fixtures, structural issues, or the presence of hazardous substances.

The Client is responsible for securing valuables, cash, jewellery and sensitive documents before the commencement of any Services. The Company does not accept responsibility for loss of unsecured valuables unless caused directly by proven negligence or wrongdoing of its staff.

If utilities such as water, electricity or adequate lighting are not available at the Property, the Company may not be able to carry out the Services. In such a case, the visit may be treated as a late cancellation and charges may apply.

7. Cleaning Standards and Complaints

The Company aims to deliver a high standard of cleaning services within the agreed timeframe and scope of work. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and, in any event, within 24 hours of completion for standard services or within a reasonable timeframe for larger projects.

Where a complaint is justified, the Company may, at its discretion, arrange a re-clean of the affected areas or offer a partial credit or refund. The Client must allow the Company a reasonable opportunity to inspect and, if appropriate, rectify any issues. The Company is not obliged to provide a refund if the Client has denied the Company the chance to re-clean.

8. Liability and Insurance

The Company maintains appropriate insurance to cover public liability and, where applicable, employee liability. Proof of insurance can be provided upon request.

While the Company takes reasonable care when carrying out Services, minor wear and tear, superficial scratches or damage that arises from normal cleaning processes are not covered. The Company will not be liable for any pre-existing damage, latent defects, discolouration, or wear that becomes apparent during cleaning.

If any damage occurs that is directly caused by the negligence of the Company or its staff, the Client must notify the Company in writing as soon as reasonably possible, and in any case within seven days of becoming aware. The Company may require evidence including photographs and an opportunity to inspect the damage before determining an appropriate remedy.

The Company total liability to the Client for any loss or damage arising out of or in connection with the Services shall be limited to the amount paid by the Client for the specific Booking during which the incident occurred. The Company shall not be liable for any indirect, consequential, or economic losses, including loss of profit, loss of business, or loss of goodwill.

Nothing in these Terms and Conditions shall limit or exclude any liability which cannot be limited or excluded by law.

9. Waste Handling and Environmental Regulations

The Company will dispose of standard domestic waste generated during routine cleaning within the Client normal household waste system at the Property, such as using the Client bins and recycling containers where appropriate. The Client is responsible for ensuring that bin facilities are available and accessible.

The Company does not remove large quantities of waste, bulky items, construction debris, hazardous substances, clinical waste or electrical equipment from the Property. Where such items are present, the Company may decline to handle them or require the Client to arrange appropriate removal through licensed waste carriers in compliance with applicable waste management regulations.

The Company will endeavour to follow environmentally responsible practices, including appropriate segregation of recyclable materials where practicable and in accordance with local waste collection provisions. The Client agrees not to request or require the Company to dispose of items in a manner that breaches local environmental or waste disposal regulations.

10. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety for both its staff and Clients. Our cleaners are instructed to follow safe working practices, including the use of appropriate cleaning products and equipment.

The Client must not request or encourage staff to undertake any activity that may place them at risk or that falls outside the agreed scope of Services, such as climbing on unsafe surfaces, handling hazardous materials, or moving heavy furniture beyond safe manual handling guidelines.

The Company expects all interactions between Clients and staff to be respectful and professional. The Company reserves the right to withdraw Services immediately if any staff member is subject to harassment, abuse, discrimination, or threatening behaviour at the Property, and any remaining Booking fee may be retained.

11. Keys and Security

Where the Client chooses to provide keys or access codes, the Company will take reasonable steps to store and use them securely. Keys are typically coded and stored without direct address identification to minimise security risks.

In the rare event that keys are lost or stolen while in the Company custody, our liability will be limited to the reasonable cost of key replacement or lock change, subject to appropriate evidence and provided that the Client promptly informs their own insurers and takes reasonable steps to mitigate any potential risk.

12. Privacy and Data Protection

The Company will collect and process personal data from Clients for the purposes of providing Services, administering Bookings, handling payments, and communicating about appointments. This may include names, contact details, property addresses, and service history.

Personal data will be processed in accordance with applicable data protection laws. The Company will not sell personal data to third parties and will only share information with trusted partners where necessary to deliver the Services or meet legal obligations.

The Client has the right to request access to their personal data held by the Company and to request correction of inaccurate information. Further details of our privacy practices may be provided separately.

13. Variations to Services and Terms

The Company may amend the scope of available Services, prices, and these Terms and Conditions from time to time. For existing regular Clients, reasonable notice will be given of any material changes where practicable.

Any variation to a specific Booking, including changes to the scope of work, duration or timing, must be agreed between the Client and the Company in advance. Additional charges may apply for extra tasks or extended cleaning time.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control. This may include, but is not limited to, extreme weather, natural disasters, acts of government, public health restrictions, transport disruptions, or other events that make it unreasonable or unsafe to provide the Services.

In such circumstances, the Company will use reasonable efforts to notify the Client and rearrange the Booking once conditions permit.

15. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services provided by the Company 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 from or relating to these Terms and Conditions, the Services, or the use of the Company website or booking systems.

16. Entire Agreement and Severability

These Terms and Conditions, together with any written confirmation of booking or service agreement, constitute the entire agreement between the Client and the Company in relation to the provision of Services and supersede all previous discussions, representations or agreements.

If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

By proceeding with a booking or allowing our cleaners to commence work at your property, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.