Flat Cleaning London Service Terms and Conditions

These Terms and Conditions set out the basis on which Flat Cleaning London provides cleaning services to residential and small commercial customers within its operating areas in the United Kingdom. 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:

Client means the person, company or organisation requesting or receiving the services.

Company means Flat Cleaning London, the provider of the services.

Services means the cleaning services offered by the Company as agreed with the Client at the time of booking.

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

Booking means a confirmed arrangement for the Company to supply Services to the Client at the Property.

2. Scope of Services

The Company provides flat and apartment cleaning, house cleaning, move in and move out cleaning, end of tenancy cleaning, and related domestic cleaning services within its service area. The scope of each Booking is described in the service description agreed at the time of confirmation, which may include tasks such as dusting, vacuuming, mopping, bathroom cleaning, kitchen cleaning and other routine domestic tasks.

Any additional services not expressly included in the Booking, such as carpet shampooing, external window cleaning, deep appliance cleaning or specialist stain removal, may be available at an additional cost and must be agreed prior to commencement of the visit.

3. Booking Process

3.1 A Booking may be requested by the Client through the Company’s website form or by other communication methods made available by the Company from time to time.

3.2 The Client must provide accurate details, including the Property address, type and approximate size of the Property, preferred date and time, specific service requested, and any access information or special requirements.

3.3 All Booking requests are subject to availability and confirmation by the Company. A Booking is only deemed confirmed once the Company has explicitly accepted it and provided confirmation.

3.4 The Company reserves the right to decline a Booking where it reasonably believes that the Property is unsafe, unsuitable for cleaning, or outside of its service area.

3.5 The Client is responsible for ensuring that there is adequate access to the Property at the agreed time. Failure to provide access may be treated as a late cancellation and may incur a charge as set out in the cancellation section of these Terms and Conditions.

4. Client Obligations

4.1 The Client must ensure that the Property is reasonably accessible and safe for the Company’s cleaning staff to perform the Services.

4.2 The Client must inform the Company in advance of any hazards, risks, or sensitivities at the Property, including but not limited to alarm systems, pets, restricted areas, delicate surfaces, or items that require special care.

4.3 The Client must ensure that water, electricity, lighting and reasonable heating are available at the Property for the duration of the Booking. If the Services cannot be carried out due to lack of utilities, the Company may charge a cancellation or call-out fee.

4.4 The Client is responsible for securing or removing any cash, jewellery, valuables or fragile items before the Service commences. While the Company takes reasonable care, it does not accept liability for loss of any such items that were not safely stored away.

5. Company Obligations

5.1 The Company will provide the Services with reasonable skill and care and in accordance with these Terms and Conditions.

5.2 The Company will use reasonable endeavours to attend the Property at the agreed time. However, arrival times are approximate and may be affected by traffic, weather or other circumstances beyond the Company’s control. If a significant delay is expected, the Company will seek to notify the Client as soon as reasonably possible and arrange an alternative time if required.

5.3 The Company may use its own cleaning materials and equipment, unless otherwise agreed. If the Client requests use of their own products or equipment, the Client accepts responsibility for the suitability, safety and performance of those items.

5.4 The Company reserves the right to assign or subcontract some or all of the Services to trusted cleaners or partner businesses. All such personnel will be required to operate in line with these Terms and Conditions.

6. Pricing and Payments

6.1 Prices are based on the type and size of the Property, the nature of the Services requested, the estimated duration, and the location within the Company’s service area. The Company may provide a quotation before confirming the Booking.

6.2 Quotations are given in good faith based on information supplied by the Client. If on arrival the Property differs significantly from the description provided, or if the scope of Services requested changes, the Company may adjust the price accordingly and seek the Client’s approval before commencing or continuing the work.

6.3 Unless stated otherwise, all prices are inclusive of any applicable taxes. If the rate of tax changes between the date of Booking and the date of supply, the Company will adjust the total amount payable accordingly.

6.4 Payment is due in accordance with the payment terms notified to the Client at the time of booking. This may include payment in advance or payment on the day of service.

6.5 The Company may accept payment by card, bank transfer or other methods it makes available from time to time. Cash payment, if accepted, must be made directly to the Company or as the Company instructs.

6.6 If payment is not received by the due date, the Company reserves the right to suspend Services, charge reasonable administration and late payment fees, and pursue any outstanding sums through collection procedures or legal action.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule a Booking by giving reasonably sufficient notice as specified by the Company at the time of booking.

7.2 If the Client cancels or reschedules with insufficient notice, the Company may charge a cancellation fee. This fee will typically reflect the costs incurred by the Company in preparing for the Booking and the inability to allocate the time slot to another Client.

7.3 If the Client fails to provide access to the Property at the agreed time, this may be treated as a same day cancellation and a full or partial charge may apply.

7.4 The Company reserves the right to cancel or reschedule a Booking due to unforeseen circumstances, staff illness, severe weather, unsafe conditions at the Property or other events beyond its control. Where possible, the Company will offer an alternative date and time. The Company will not be liable for any indirect loss or inconvenience arising from such cancellations.

8. Service Quality and Complaints

8.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, and in any event within a reasonable period after completion of the Booking.

8.2 Where a complaint is justified and relates to the quality of the cleaning work, the Company may, at its discretion, offer to rectify the issues by re-cleaning the affected areas or by another reasonable remedy, provided the Client gives the Company a fair opportunity to do so.

8.3 The Company’s obligation to re-clean or otherwise remedy is conditional on the Property being in the same condition as it was immediately after the initial Service. If further occupancy or work has occurred at the Property, it may not be possible to verify or address the original issue.

9. Liability and Insurance

9.1 The Company will exercise reasonable care while performing the Services. If damage is caused to the Client’s property through the negligence of the Company or its staff, the Company will, at its option, repair the damage, replace the item, or pay fair compensation.

9.2 The Company will not be liable for normal wear and tear, pre-existing damage, deterioration due to age or usage, or defects in the Property or its contents that may emerge during cleaning.

9.3 The Company will not be responsible for damage or loss arising from defective equipment, materials or products supplied by the Client.

9.4 The Company’s total liability to the Client for any single event or series of connected events, whether arising in contract, tort or otherwise, shall not exceed the total amount paid by the Client for the relevant Booking, except in cases where such limitation is not permitted by law.

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

10. Waste and Environmental Regulations

10.1 The Company will comply with applicable UK regulations in relation to the handling and disposal of waste generated during the provision of its Services.

10.2 Routine domestic waste will normally be placed in the Client’s designated household waste or recycling receptacles at the Property. The Company does not ordinarily remove waste from the Property unless this has been agreed in advance and is within the scope of the Services.

10.3 The Company is not responsible for the removal or disposal of hazardous, clinical, construction, or bulky waste, including but not limited to chemicals, solvents, paint, asbestos, building rubble, mattresses, large electrical items, or similar materials.

10.4 If the Company encounters waste that it reasonably believes to be hazardous or inappropriate for domestic disposal, it may refuse to handle or move such items and may advise the Client to contact a licensed waste carrier or relevant local authority services.

10.5 The Client is responsible for ensuring that any instructions given to the Company regarding waste disposal are lawful and comply with local regulations. The Company will not accept liability for any penalties arising from unlawful disposal requested by the Client.

11. Access, Keys and Security

11.1 Where the Client provides keys, access codes or security information to the Company, the Company will take reasonable measures to keep such information secure and confidential.

11.2 Keys may be labelled with a code or other identifier rather than the Property address wherever possible. The Company recommends that Clients do not label keys directly with the Property address.

11.3 The Company accepts no liability for lost keys where it has taken reasonable care. If a key is lost due to the Company’s proven negligence, the Company’s liability will be limited to the reasonable cost of key or lock replacement.

12. Health, Safety and Conduct

12.1 The Company is committed to providing a safe working environment for its staff and a safe service for Clients.

12.2 The Client must not request the Company’s staff to undertake any activity that is unsafe, illegal, or outside the agreed scope of Services. Staff have the right to decline any task they reasonably consider to be unsafe or inappropriate.

12.3 The Company expects courteous and respectful conduct between Clients and staff at all times. The Company reserves the right to withdraw Services immediately and without refund where staff experience abuse, harassment or threatening behaviour at the Property.

13. 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 beyond its reasonable control, including but not limited to extreme weather, transport disruption, power or utility failure, accidents, illness, pandemics, government restrictions, or industrial disputes.

14. Changes to Terms and Services

14.1 The Company may amend these Terms and Conditions from time to time to reflect changes in the law, its business practices, or the nature of the Services.

14.2 The version of the Terms and Conditions in force at the time of the Client’s Booking will apply to that Booking. Updated terms will apply to future Bookings once published by the Company.

14.3 The Company may also vary its prices and service descriptions. Any such changes will not affect a confirmed Booking that has already been accepted, except where required by law.

15. Privacy and Data

15.1 The Company may collect and process personal data about Clients in order to manage Bookings, provide Services, process payments, handle complaints, and communicate with Clients.

15.2 The Company will handle such personal data in accordance with applicable data protection laws in the United Kingdom. Further details may be set out in a separate privacy notice made available by the Company.

16. Governing Law and Jurisdiction

16.1 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.

16.2 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.

17. Severability

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

18. Entire Agreement

These Terms and Conditions, together with any written confirmation or communication issued by the Company in relation to a Booking, represent the entire agreement between the Client and the Company in respect of the Services. No other statement, representation or promise shall form part of this agreement unless expressly agreed in writing by the Company.

By placing a Booking with Flat Cleaning London or by allowing the Services to be carried out at your Property, you confirm that you have read, understood and agreed to these Terms and Conditions.