Swiss Cottage Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Swiss Cottage Cleaners provides cleaning services within its operating areas in the United Kingdom. By making a booking, using our services, or allowing our cleaners access to your premises, 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 shall have the meanings set out below:
Client means any individual, company, partnership or organisation that books or receives services from Swiss Cottage Cleaners.
Company means Swiss Cottage Cleaners, the provider of cleaning services.
Services means domestic, commercial, end of tenancy, deep cleaning, or other cleaning-related services offered by the Company from time to time within its service areas.
Premises means the property, building or location where the Services are to be carried out.
Cleaner means any employee, contractor or representative engaged by the Company to deliver the Services.
Agreement means the contract between the Client and the Company formed in accordance with these Terms and Conditions and any confirmed booking details.
2. Scope of Services
The Company offers a range of cleaning services within designated service areas, including but not limited to regular domestic cleaning, commercial cleaning, end of tenancy cleans, deep cleans and one-off cleaning visits. The exact nature of the Services to be provided will be confirmed during the booking process, including the type of clean, duration, approximate arrival time and any additional tasks specifically agreed in advance.
The Company reserves the right to refuse or discontinue any Service if the Premises are unsafe, if access cannot be safely obtained, or where conditions fall outside reasonable expectations for the agreed Service type. Any modifications to the scope of work must be agreed with the Company prior to the scheduled appointment and may result in amended charges.
3. Booking Process
3.1 Bookings can be requested by the Client through the Company booking channels as made available from time to time. A booking request does not constitute a confirmed appointment until it has been accepted and confirmed by the Company.
3.2 The Client must provide accurate and complete information regarding the Premises, the required Services, access details, parking arrangements and any special requirements. Failure to provide accurate information may result in additional charges, a shortened Service or cancellation.
3.3 The Company will confirm the booking by issuing a confirmation notice setting out the date, approximate time window, service type, frequency for recurring services, and applicable charges. The Agreement is formed when the Client receives this confirmation.
3.4 For recurring services, the booking will continue on the agreed schedule until cancelled by either party in accordance with these Terms and Conditions. The Company may adjust appointment times depending on availability but will provide reasonable notice of any changes.
4. Access to the Premises
4.1 The Client is responsible for providing the Cleaner with safe and timely access to the Premises at the agreed time. This may include arranging keys, door codes, concierge authorisation or ensuring someone is present at the Premises.
4.2 If the Cleaner is unable to access the Premises at the scheduled time due to circumstances within the Client control, this may be treated as a late cancellation and charged accordingly.
4.3 Where keys are provided to the Company, the Company will take reasonable care to ensure they are stored securely and only used by authorised personnel. The Client is responsible for ensuring that the Premises are otherwise secure.
5. Client Obligations
5.1 The Client agrees to:
a. Provide a safe working environment for the Cleaner, free from hazards, aggressive behaviour, harassment or unlawful activities.
b. Ensure that utilities such as electricity, water and adequate lighting are available during the Service.
c. Inform the Company in advance of any fragile items, special surfaces or materials requiring particular care, as well as any areas that are out of bounds.
d. Ensure that valuable items, cash, jewellery and important documents are safely stored away prior to the Service.
e. Comply with all applicable local regulations and property rules relating to cleaning and waste disposal.
5.2 The Company reserves the right to withdraw Services immediately if the safety or wellbeing of the Cleaner is at risk or where the Premises conditions render it unreasonable to perform the work.
6. Pricing and Payments
6.1 Service charges are based on the type of cleaning, size and condition of the Premises, and the estimated time required. The Company may provide an estimate during booking which may be revised if the actual conditions differ significantly from those described by the Client.
6.2 All amounts due shall be payable in pounds sterling and are inclusive or exclusive of applicable taxes as indicated during booking. The Company reserves the right to amend prices from time to time, but any changes will not affect confirmed bookings already accepted by the Client unless agreed.
6.3 Payment is due in accordance with the method and timescale specified by the Company, which may include payment in advance, at the time of booking, or upon completion of the Service. For recurring services, payment may be taken on a periodic basis using the details provided by the Client.
6.4 If payment is not received when due, the Company may suspend or cancel Services and may charge interest on overdue amounts at a reasonable commercial rate until payment is received in full. The Client shall be responsible for any costs of recovery, including legal and collection expenses.
7. Cancellations and Rescheduling
7.1 The Client may cancel or reschedule a booking by providing notice to the Company in accordance with the Company cancellation policy in force at the time. As a general principle, the Company requires reasonable notice for cancellations or changes to avoid charges.
7.2 If the Client cancels or reschedules an appointment without providing the minimum notice period specified by the Company, the Company may charge a cancellation fee up to the full cost of the scheduled Service.
7.3 If the Cleaner is unable to access the Premises or commence work due to reasons within the Client control, including but not limited to absence, incorrect address details or failure to arrange access, the visit may be treated as a late cancellation and charged accordingly.
7.4 The Company may cancel or reschedule a booking if the Cleaner is unavailable due to illness, emergency, severe weather, transport disruption or other circumstances beyond reasonable control. In such cases, the Company will offer an alternative appointment where possible, and any pre-paid amounts for the affected visit may be applied to a rescheduled booking or refunded for that visit.
8. Service Quality and Complaints
8.1 The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Service, the Client should notify the Company as soon as possible and in any event within a reasonable period after completion of the visit.
8.2 Where a complaint is justified and relates directly to the quality of the Service delivered, the Company may choose, at its discretion, to re-clean the affected area or offer a partial refund or credit. Any re-clean must normally take place within a reasonable time frame and is subject to the Premises being in substantially the same condition as at the time of the original Service.
8.3 The Company shall not be liable for any issues reported after a substantial delay where it is not possible to verify the condition of the Premises or where further use of the Premises has occurred.
9. Liability and Limitations
9.1 The Company will take reasonable care when providing Services and when handling Client property. However, the Client is responsible for securing valuables and for notifying the Company of fragile or delicate items and surfaces.
9.2 The Company liability for direct loss or damage to property caused by proven negligence of the Company or its Cleaners shall be limited to a reasonable amount, taking into account the nature of the item and the extent of the damage. The Company may, at its discretion, arrange repair, replacement or a reasonable financial compensation, provided that the Client promptly notifies the Company of the loss or damage.
9.3 The Company shall not be liable for:
a. Normal wear and tear or deterioration resulting from reasonable use of cleaning materials or equipment on surfaces and items that are fit for cleaning.
b. Damage arising from pre-existing defects, poor condition or inadequately secured items, including but not limited to loose shelves, fixtures, tiles or fittings.
C. Any indirect, consequential or economic loss, including loss of profit, loss of business or loss of opportunity.
9.4 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence or for any other liability which cannot lawfully be limited or excluded under English law.
10. Insurance
The Company will maintain appropriate insurance cover in respect of its Services in line with standard practice for cleaning service providers operating within the United Kingdom. Evidence of insurance cover may be made available for inspection upon reasonable request by the Client. Insurance cover is subject to the terms, conditions and exclusions of the relevant policy.
11. Waste and Environmental Regulations
11.1 The Client is responsible for complying with applicable waste and environmental regulations at the Premises. This includes ensuring that household and commercial waste are properly segregated and stored, and that any prohibited materials are not presented for removal as ordinary waste.
11.2 Unless specifically agreed as part of the Service, the Company will not remove large volumes of waste, bulky items, hazardous substances, clinical waste, sharp objects, chemical containers, asbestos, paint, solvents or other materials regulated under waste legislation.
11.3 Where waste removal is included within the Service, the Company will endeavour to follow local waste rules and good environmental practices, including using appropriate bags and containers and placing waste in the designated collection points at the Premises.
11.4 The Client agrees not to request or permit the Cleaner to deposit waste in any unlawful manner, such as fly-tipping or placing waste in unauthorised locations. The Company reserves the right to decline any request that would breach waste or environmental regulations.
12. Health and Safety
12.1 The Company and its Cleaners will adhere to reasonable health and safety standards while providing the Services. Cleaners may refuse to handle substances or undertake tasks that could present a health and safety risk, such as cleaning areas contaminated with hazardous materials or bodily fluids, unless such work is specifically contracted with appropriate safeguards.
12.2 The Client must inform the Company in advance of any known health and safety risks at the Premises, including structural hazards, exposed wiring, infestations, or the presence of dangerous substances. The Company may cancel or suspend Services if significant risks are identified.
13. Data Protection and Privacy
13.1 The Company may collect and process personal data relating to the Client for the purposes of handling enquiries, managing bookings, providing Services, taking payments and fulfilling legal obligations.
13.2 The Company will take reasonable steps to protect Client data and will only share personal information with third parties where necessary for the provision of Services, for payment processing, or where required by law.
13.3 By using the Services, the Client consents to the use of their personal information in accordance with applicable data protection laws in the United Kingdom.
14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay arises from events beyond its reasonable control, including but not limited to severe weather, transport disruptions, strikes, industrial disputes, power outages, accidents, public health restrictions or acts of government. In such circumstances, the Company may suspend or reschedule the affected Services without liability.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, business practices or service offerings. The current version of the Terms and Conditions will apply to all new bookings, and any material changes will be communicated to Clients where reasonably practicable, particularly in relation to ongoing recurring services.
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
17.1 If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but such deletion shall not affect the validity and enforceability of the remaining provisions.
17.2 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.
17.3 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 that such assignment does not reduce the protections afforded to the Client under these Terms and Conditions.
17.4 These Terms and Conditions, together with the confirmed booking details, constitute the entire Agreement between the Client and the Company in relation to the provision of Services and supersede any prior understandings, communications or agreements, whether written or oral.
