Chelsea Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Chelsea Cleaners provides cleaning services to customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions and Interpretation
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, company or organisation that requests or receives services from Chelsea Cleaners.
Services means domestic, commercial, one off, regular, end of tenancy, after builders, or any other cleaning services provided by Chelsea Cleaners as agreed in a booking confirmation.
Premises means the property or properties where the Services are to be carried out.
Cleaner means any employee, worker, contractor or representative engaged by Chelsea Cleaners to perform the Services.
Agreement means the contract between the Customer and Chelsea Cleaners incorporating these Terms and Conditions and any written or verbal booking confirmation.
2. Scope of Services
Chelsea Cleaners will provide Services as described in the relevant service description communicated to the Customer at the time of booking. The exact scope of work, including the type of cleaning, approximate duration and any special tasks, will be confirmed during the booking process.
Unless expressly agreed in writing, Services do not include specialist cleaning such as restoration of damaged surfaces, removal of mould, high level external window cleaning requiring specialist access equipment, or cleaning that may present a health and safety risk to the Cleaner.
The Customer is responsible for confirming that the description of the Services meets their requirements before the booking is finalised.
3. Booking Process
Bookings may be requested through the Chelsea Cleaners website, by written correspondence or by any other method accepted by Chelsea Cleaners from time to time.
The Customer must provide accurate details including name, address of the Premises, contact information, preferred date and time, description of the Premises, and any specific service requirements. Chelsea Cleaners reserves the right to refuse or cancel any booking if information supplied is incomplete, misleading or inaccurate.
A booking is only confirmed when Chelsea Cleaners issues a confirmation message, which may be by written correspondence or other agreed means. Any provisional time or quote given before confirmation is indicative only and subject to change.
For one off jobs and end of tenancy cleans, Chelsea Cleaners may require a description of the condition of the Premises and may request photographs or a site visit to provide a more accurate estimate. If on arrival the Premises materially differ from the description provided, Chelsea Cleaners may adjust the price, change the scope of work or refuse to carry out the Services.
4. Access to the Premises
The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed start time and for the full duration of the booking. This includes providing keys, access codes, parking arrangements and any necessary instructions.
If the Cleaner cannot gain access or the start of the Service is delayed due to access issues, Chelsea Cleaners may charge the Customer for waiting time, a call out fee or the full value of the booking, at its discretion.
The Customer is responsible for ensuring that the Premises are reasonably clear of personal items and obstructions so that the Services can be carried out efficiently and safely.
5. Customer Obligations
The Customer must ensure that:
The Premises are safe to enter and work in, with any known risks or hazards clearly communicated to Chelsea Cleaners before the booking.
Electricity, running water, lighting and, where relevant, reasonable heating are available for the duration of the Service.
Valuable, fragile or irreplaceable items are stored safely away. Chelsea Cleaners recommends that such items are either removed from the areas to be cleaned or clearly identified to the Cleaner, who may decline to handle them.
Pets are secured or controlled in a way that allows the Cleaner to carry out the Services without interruption or risk.
Any special instructions, preferences or known surface sensitivities are clearly communicated in advance, including any restrictions regarding particular products or methods.
6. Cleaning Products and Equipment
Unless otherwise agreed, Chelsea Cleaners will provide the cleaning products and equipment required to perform the Services. The choice of products and equipment is at the discretion of Chelsea Cleaners, subject to applicable regulations and safety requirements.
If the Customer requests the use of their own products or equipment, Chelsea Cleaners will not be liable for any damage, inefficiency or incompatibility arising from their use. The Customer is responsible for ensuring that any such products are safe, suitable for the intended surfaces and in good working order.
7. Pricing, Quotes and Payments
Prices are based on the type of Service, size and condition of the Premises, estimated time required, and any specific Customer instructions. Chelsea Cleaners may provide quotes either as a fixed price or as an estimate based on hourly rates.
Where an estimated price is given, this is based on the information available at the time of booking and may be adjusted if the actual work required is greater or less than anticipated. Where additional time or tasks are requested or required, Chelsea Cleaners will seek the Customer's consent before proceeding, where practicable.
Payment terms, including any deposit requirements, will be communicated at the time of booking. Chelsea Cleaners may require full or partial payment in advance for certain Services. Unless otherwise agreed, all invoices are due for payment immediately upon completion of the Service.
Payments may be made by any method accepted by Chelsea Cleaners from time to time. The Customer must ensure that payment details are valid and that sufficient funds or credit are available.
If payment is not received by the due date, Chelsea Cleaners reserves the right to charge interest, suspend or cancel future bookings, and recover any reasonable costs incurred in pursuing late payments.
8. Cancellations and Amendments
The Customer may cancel or amend a booking by giving notice to Chelsea Cleaners. The amount of notice required and any applicable charges will depend on the type and size of the booking.
For standard domestic cleaning Services, if the Customer cancels or significantly changes a booking with less than a minimum notice period, Chelsea Cleaners may charge a cancellation fee up to a percentage of the booking value, including up to the full amount for same day cancellations or no access situations.
For larger or specialist bookings such as end of tenancy or after builders cleans, a longer notice period may be required and different cancellation terms may apply. These will be communicated at the time of booking.
Chelsea Cleaners may cancel or reschedule a booking due to staff illness, severe weather, safety concerns or other circumstances beyond its reasonable control. In such cases, Chelsea Cleaners will offer a suitable alternative appointment where possible, but will not be liable for any indirect loss or inconvenience caused by the cancellation.
9. Service Quality and Complaints
Chelsea Cleaners aims to provide Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Service, they must notify Chelsea Cleaners as soon as reasonably possible, and in any event within a short period after completion of the Service.
Where a complaint is justified, Chelsea Cleaners may, at its discretion, re attend the Premises to rectify the issue, offer a partial credit or refund, or take other appropriate steps. The opportunity to inspect and remedy any issues is a condition of any such remedy.
Complaints raised after a significant delay, or where the Premises have subsequently been occupied, altered or cleaned by others, may be more difficult to assess and Chelsea Cleaners may not be able to offer a remedy in those circumstances.
10. Liability and Limitations
Chelsea Cleaners will be liable for direct physical damage to property at the Premises caused by the negligence of Chelsea Cleaners or its Cleaners, subject to the limitations in this clause.
Chelsea Cleaners will not be liable for:
Normal wear and tear or deterioration resulting from the cleaning process on surfaces or items that are old, poorly maintained, improperly installed or inherently fragile.
Damage resulting from pre existing conditions, defects, staining, infestation, structural issues or other problems not caused by Chelsea Cleaners.
Any indirect, consequential or economic loss, including loss of profit, revenue, contracts, goodwill or opportunity, whether arising in contract, tort or otherwise.
The Customer must report any alleged damage as soon as it is discovered and allow Chelsea Cleaners reasonable access to investigate. Chelsea Cleaners may request photographs, details of the item and proof of value or purchase.
The total liability of Chelsea Cleaners under or in connection with any Agreement will not exceed the total amount paid or payable by the Customer for the specific Service giving rise to the claim, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
11. Waste Handling and Environmental Regulations
Chelsea Cleaners will comply with applicable waste and environmental regulations when performing the Services. General household and commercial waste generated in the ordinary course of cleaning will be collected and placed in the Customer's designated waste and recycling receptacles at the Premises.
Unless expressly agreed as part of the booking, Chelsea Cleaners does not remove waste from the Premises or act as a licensed waste carrier. Disposal of large volumes of rubbish, construction debris, hazardous materials, chemicals, paints, oils, clinical or sharp items, electrical goods or any other controlled waste is not included in the Services.
The Customer is responsible for ensuring that any waste receptacles provided at the Premises are suitable, accessible and compliant with local regulations. Where the Customer asks Chelsea Cleaners to assist with segregating or placing waste into specific containers, the Customer must provide clear instructions and appropriate facilities.
Chelsea Cleaners reserves the right to refuse to handle any materials it considers dangerous, unlawful or unsuitable, including items that could present a risk to health, safety or the environment.
12. Health and Safety
Chelsea Cleaners will carry out Services in accordance with applicable health and safety legislation and internal policies. Cleaners are instructed not to undertake any task that, in their reasonable opinion, could compromise their own safety or the safety of others.
Cleaners will not climb on furniture, use non standard ladders or makeshift access equipment, move excessively heavy items, or work in areas they reasonably consider unsafe. The scope of the Service may be adapted to comply with these requirements.
13. Privacy and Data Protection
Chelsea Cleaners collects and processes personal data necessary to manage bookings, deliver Services and communicate with Customers. This may include contact details, access instructions and service history.
Personal data will be handled in accordance with applicable data protection laws. Chelsea Cleaners will take reasonable steps to protect personal data from unauthorised access, use or disclosure, and will only retain it for as long as necessary to fulfil the purposes for which it was collected or as required by law.
14. Force Majeure
Chelsea Cleaners will not be in breach of the Agreement nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include but are not limited to severe weather, transport disruption, power failure, accidents, illness, pandemics, government restrictions, or other events of a similar nature.
15. Changes to these Terms and Conditions
Chelsea Cleaners may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that Agreement. Updated terms may be published on the Chelsea Cleaners website or provided to the Customer upon request.
16. 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.
17. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
No failure or delay by Chelsea Cleaners to exercise any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
The Agreement is between Chelsea Cleaners and the Customer. No other person shall have any rights to enforce any of its terms.
The Customer may not transfer or assign any of its rights or obligations under the Agreement without the prior consent of Chelsea Cleaners. Chelsea Cleaners may assign or transfer its rights and obligations to another organisation as part of its business operations, provided that this does not reduce the level of service provided to the Customer.
