Paddington Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Paddington Cleaners provides cleaning services to residential and commercial clients in the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means any individual, company or organisation requesting or receiving services from Paddington Cleaners.
Company, we, us or our means Paddington Cleaners, the provider of the cleaning services.
Services means any cleaning or related services provided by Paddington Cleaners, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, after-builders cleaning and related tasks as agreed at the time of booking.
Service Area means the locations within which Paddington Cleaners agrees to provide services. Availability within the service area may vary and is subject to the Companys confirmation at the time of booking.
Booking means a confirmed request by the Client for Services on a particular date and time, as accepted by the Company.
Cleaner means an employee, contractor, or representative engaged by the Company to provide the Services.
2. Scope of Services
The Company will provide the Services as agreed with the Client during the booking process. The description of the Services, including any specific tasks or exclusions, will be stated in the booking confirmation or other written correspondence shared with the Client.
The Company reserves the right to decline work which, in its reasonable opinion, is unsafe, unsuitable, beyond the scope initially agreed, or may cause damage to property or risk to the health or safety of the Cleaner.
Any additional tasks requested on the day of service that were not agreed at the time of booking may be refused or may incur additional charges which will be discussed with the Client before the work proceeds.
3. Booking Process
Clients may request Services through our website, in writing, or by other contact methods as made available by the Company from time to time. A booking request does not constitute a confirmed booking until it has been accepted by the Company.
The Company will confirm the booking by issuing a booking confirmation that will set out the date, approximate time of arrival, type of service, estimated duration, and applicable charges. The Client must check all details and notify the Company promptly of any errors or required changes.
Bookings are subject to availability of Cleaners and coverage within the relevant service area. The Company does not guarantee the availability of any particular time slot or Cleaner but will make reasonable efforts to accommodate the Clients preferences.
The Client must provide accurate information during the booking process, including the property type, size, condition, access instructions, and any specific cleaning requirements. If, upon arrival, the Cleaner finds that the property condition or size differs significantly from the description given, the Company may adjust the price, the duration of the Service, or decline to proceed with the Service.
4. Access to Property
The Client is responsible for providing safe and reasonable access to the property at the agreed date and time. This may include arrangements for keys, security codes, concierge access, parking instructions, or any other necessary details.
If the Cleaner is unable to gain access to the property due to incorrect information or absence of the Client, or if access is delayed by more than 20 minutes from the start time, the Company may apply a call-out or late cancellation charge as set out in the cancellation terms below.
The Client must ensure that the property is safe for work, including compliance with any applicable health and safety requirements. The Company reserves the right to refuse to perform the Services in any area it reasonably deems unsafe or unhygienic beyond normal cleaning expectations.
5. Client Obligations
The Client agrees to:
Provide a suitable environment for the Cleaner to perform the Services, including access to running water, electricity, and adequate lighting.
Ensure that valuables, important documents, and fragile items are safely stored away before the Service begins.
Inform the Company of any known hazards, defects, or special circumstances relating to the property, fixtures, fittings, materials, or equipment which could affect the provision of the Services.
Refrain from instructing the Cleaner to undertake any task that is unsafe, illegal, or falls outside the agreed scope of Services.
6. Pricing and Payments
Prices for the Services will be communicated to the Client prior to booking, either as an hourly rate or a fixed price for a specific job. All prices are given in pounds sterling and may be subject to applicable taxes.
The Company reserves the right to amend its prices from time to time. Any change in pricing will not affect confirmed bookings that have already been accepted by the Company, unless the scope of work has changed at the Clients request or due to inaccurate information provided by the Client.
Payment terms will be communicated to the Client at the time of booking. The Company may require full or partial payment in advance, or allow payment on completion, depending on the type of service and Client status.
Payment may be made by the methods accepted by the Company. The Client must ensure payments are made in full in accordance with the agreed terms. Failure to pay on time may result in suspension of services, late payment charges, and recovery action.
In cases of ongoing or regular services, the Company may operate a recurring billing arrangement or invoice cycle. The Client agrees to pay all invoices by the stated due date. The Company may adjust ongoing charges with reasonable prior notice where there are changes in service duration, frequency, or other relevant factors.
7. Cancellations, Rescheduling and No-show
The Client may cancel or reschedule a booking by providing prior notice to the Company. Unless otherwise agreed in writing, the following will apply:
If the Client cancels or reschedules a booking with sufficient notice, typically at least 24 hours before the scheduled start time, no cancellation charge will generally apply.
For cancellations or rescheduling with less than the required notice period, the Company may charge a cancellation fee, which may be up to the full value of the booked service. The exact terms and any variations will be communicated at the time of booking or in subsequent correspondence.
If the Cleaner is unable to gain access to the property, or if the Client is not present where required and no alternative access has been arranged, this may be treated as a late cancellation and the applicable fee may be charged.
In the event of extreme weather, transport disruptions, or other events beyond the Companys reasonable control, the Company may need to cancel or reschedule bookings. The Company will make reasonable efforts to inform the Client as soon as possible and to offer a suitable alternative appointment. The Company will not be liable for any costs or losses incurred by the Client as a result of such cancellations or delays.
8. Changes to Services
If the Client wishes to change the scope, duration, or nature of the Services after a booking has been confirmed, the Client must contact the Company as soon as possible. The Company will use reasonable efforts to accommodate such changes, subject to availability and any adjustment in price or time required.
The Company reserves the right to make minor changes to the Services where necessary to comply with applicable laws or regulations, or to address issues of quality or safety, provided such changes do not materially affect the overall nature of the Services.
9. Quality, Complaints and Service Standards
The Company aims to provide Services with reasonable skill and care. If the Client is not satisfied with any aspect of the Service, the Client should contact the Company within a reasonable period after completion, providing details and, if possible, evidence of the issue.
Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund, or another appropriate resolution. The Companys liability will be limited in accordance with the liability provisions set out in these Terms and Conditions.
The Client agrees to give the Company and its Cleaners a fair opportunity to remedy any issues, including allowing reasonable access to the property to inspect and, where appropriate, to re-clean the affected areas.
10. Liability and Insurance
The Company will exercise reasonable care and skill in hiring and training its Cleaners and in providing the Services. However, the Client acknowledges that reasonable wear and tear or incidental damage consistent with normal cleaning activities may occur.
The Company holds appropriate liability insurance in respect of its operations. In the event of accidental damage caused by a Cleaner in the course of providing the Services, the Client must report the issue to the Company as soon as possible and in any event within a reasonable period of discovering the damage. The Company may require evidence and may inspect the damage before any resolution is offered.
The Companys total liability to the Client in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable by the Client for the specific Service in question, or any lower amount actually recovered by the Company under its insurance policy in respect of that claim.
The Company will not be liable for:
Any pre-existing damage, defects, or deterioration, including wear and tear, discolouration, or ageing of surfaces, fabrics, or materials.
Damage resulting from the use of products or equipment supplied by the Client, or from the Clients instructions that differ from the Companys recommendations.
Loss of profits, loss of business, loss of goodwill, or any indirect, special or consequential loss or damage.
Any failure to perform or delay in performing its obligations where such failure or delay results from events beyond its reasonable control.
11. Client Property and Security
The Client is responsible for securing valuable items, personal data, and any sensitive information or materials before the Cleaner arrives. The Company does not accept responsibility for the loss of cash, jewellery, or other valuables not securely stored.
If keys are provided to the Company or its Cleaners, the Company will take reasonable steps to ensure they are stored and used securely. The Company does not accept liability for any loss or damage that may arise from the Clients failure to take reasonable precautions with access details or security systems.
12. Waste Handling and Environmental Regulations
The Company will handle and dispose of waste generated in the course of providing cleaning services in accordance with applicable waste management and environmental regulations in the UK.
Where the Service involves the removal of non-hazardous household or office waste, this will be done only to the extent expressly agreed with the Client and in compliance with local waste collection rules. The Client remains responsible for any items that cannot lawfully be removed by the Company, including certain electrical items, hazardous substances, or controlled waste.
The Client must inform the Company in advance if any area to be cleaned may contain substances or materials that are hazardous or subject to special disposal requirements. The Company reserves the right to refuse to handle such materials where it is not suitably licensed or equipped to do so.
The Company aims to use cleaning products and methods that are safe and compliant with relevant regulations. Where the Client requests the use of specific products, the Client will be responsible for any additional compliance requirements or risks associated with those products.
13. Health and Safety
The Company and its Cleaners will operate in accordance with applicable health and safety laws and guidance. Cleaners are instructed not to undertake activities that could reasonably be expected to risk their health or safety, such as working at unsafe heights, moving excessively heavy furniture, or handling dangerous substances.
The Client must not ask the Cleaner to perform tasks that are unsafe or unreasonable. If such a request is made, the Cleaner may decline to perform the task and report the matter to the Company.
14. Privacy and Data Protection
The Company will process any personal data provided by the Client in accordance with applicable data protection laws in the UK. Personal data will be used for the purposes of managing bookings, delivering the Services, handling payments, and improving the Companys operations, as well as for any other lawful purpose communicated to the Client.
The Company will take reasonable technical and organisational measures to protect personal data against unauthorised access, loss or misuse. Clients have rights in relation to their personal data, including the right to access certain information held about them, subject to legal conditions and limitations.
15. Termination of Services
Either party may terminate ongoing or regular services by giving reasonable notice in writing, subject to any minimum term or notice requirements agreed at the time of booking.
The Company may terminate or suspend Services with immediate effect if the Client fails to pay sums due, behaves in an abusive, threatening or unlawful manner towards any Cleaner or representative, or otherwise materially breaches these Terms and Conditions.
16. Amendments to these Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, best practice, or in its internal processes. The current version will apply to all new bookings and to ongoing services following notification of the updated terms to the Client, where required.
17. 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 or formation, 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 their subject matter or formation.
18. General Provisions
If any provision of these Terms and Conditions is held by a competent authority to be invalid or unenforceable, in whole or in part, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise prevent any further exercise of that or any other right or remedy.
The Client may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to another entity as part of its business operations, provided this does not materially affect the Services provided to the Client.
These Terms and Conditions, together with the booking confirmation and any other documents expressly referred to in them, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior agreements, understandings or arrangements.
