Westkensington Cleaners Terms and Conditions
These terms and conditions set out the basis on which Westkensington Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing access to the property for the purpose of the service, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are designed to make the service clear, fair, and transparent for both parties.
For the purposes of these terms, “we”, “us” and “our” refer to Westkensington Cleaners, and “you” or “the customer” refers to the person requesting the service. These terms apply to all bookings unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.
We aim to deliver a professional cleaning service with reasonable care and skill. However, cleaning outcomes can depend on the condition of the property, the surfaces involved, the availability of utilities, and the accuracy of the information provided at the time of booking. The customer is responsible for ensuring that the property is ready for the agreed service and that all relevant details are provided honestly and completely.
Booking process begins when you request a cleaning service and provide the relevant details about the property, the type of clean required, preferred dates, access arrangements, and any special instructions. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or advance payment. We may refuse or decline any booking at our discretion, particularly where the work requested falls outside our service scope or where safe access cannot be reasonably arranged.
Once a booking has been confirmed, the details of the service, including the estimated duration, scope of work, and any applicable charges, will be treated as agreed unless amended by both parties. If the customer requests changes after confirmation, we may need to revise the price, timetable, or staffing level. Any revised arrangement will only take effect once accepted by us. The customer should review all booking information carefully to avoid misunderstandings.
It is the customer’s responsibility to ensure that the property can be accessed at the agreed time. This includes providing keys, entry codes, security instructions, parking information, and any relevant site access requirements. If access is delayed or impossible due to incorrect information or the customer’s absence, we may charge for lost time, additional attendance, or cancellation in accordance with these terms. Repeated failure to provide access may result in refusal of future bookings.
Payments must be made in the manner and by the deadline specified at the time of booking or on the invoice. Unless agreed otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. We reserve the right to change our rates from time to time, but any confirmed booking will be charged at the price agreed at the time of acceptance unless the scope of work changes. Any additional work requested on the day may be charged separately.
Where a deposit or prepayment is required, the booking may be held provisionally until funds are received. Failure to pay the deposit or full amount within the stated time may lead to automatic cancellation of the booking. For recurring or commercial cleaning arrangements, payment terms may differ and will be set out in the relevant service agreement or invoice. Late payments may attract interest and recovery costs to the extent permitted by applicable law.
We may require payment before, during, or after completion of the service depending on the nature of the work. If a payment is reversed, disputed without reasonable grounds, or declined by your bank or payment provider, you remain liable for the full amount due. Any promotional discounts, vouchers, or special offers are valid only in accordance with their stated conditions and may be withdrawn or amended where misuse is suspected.
Cancellations and rescheduling should be made as early as possible. If you wish to cancel or change a booking, you must notify us within the timeframe stated at the point of booking. Where no specific period has been stated, reasonable notice is required. If you cancel too late, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee, a call-out fee, or the full service price depending on the circumstances and the amount of time reserved.
We understand that plans can change, and we will usually try to accommodate rescheduling where operationally possible. However, rescheduling is subject to availability and may affect the service price if the scope, timing, or staffing needs change. If we need to cancel or rearrange a booking due to staff illness, unsafe conditions, severe weather, equipment failure, or events outside our reasonable control, we will offer an alternative appointment where feasible or refund any sums paid for the cancelled portion of the service.
If the property is not in a condition that matches the information provided at booking, or if there are hazards that were not disclosed, we may suspend or refuse the service. In such cases, any cancellation charges may still apply. This includes situations involving excessive clutter, unsafe flooring, infestations, exposed wiring, biohazards, or other risks that make cleaning impractical or unsafe. We will always try to communicate promptly and act fairly in deciding whether to proceed.
Liability is limited to losses caused directly by our negligence, breach of contract, or failure to use reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. We do not accept responsibility for indirect, special, or consequential losses, including loss of profits, business interruption, or loss of data, except where required by law.
Before work begins, the customer must remove or secure items of value, fragile objects, cash, jewellery, important documents, and any items that could be damaged during normal cleaning activity. We are not liable for pre-existing damage, wear and tear, hidden defects, unsuitable fittings, or damage resulting from items being left in unsafe locations. Where possible, we will take reasonable care with delicate surfaces and belongings, but the customer acknowledges that cleaning by its nature may involve some risk to worn, aged, or poorly maintained materials.
If we damage property through proven negligence, our responsibility will generally be limited to repairing the damage, replacing the item, or paying the reasonable cost of repair or replacement, whichever is appropriate and proportionate. Any claim must be notified to us as soon as reasonably possible and, in any event, within a reasonable period after the issue is discovered. The customer must allow us the opportunity to inspect the alleged damage and investigate before any claim is settled.
Waste regulations are an important part of our service. We will handle waste created by the cleaning process in a lawful and responsible way, in line with applicable UK environmental requirements. This includes separating waste where needed, disposing of ordinary cleaning waste appropriately, and avoiding disposal methods that could cause harm to people, property, or the environment. We may refuse to remove or dispose of items that are hazardous, regulated, or outside our normal service scope unless specific arrangements have been made in advance.
The customer remains responsible for the lawful storage, classification, and disposal of any waste not directly created by our standard cleaning activities. If the service involves clearing unwanted items, contaminated materials, or special waste, you must tell us in advance so that we can confirm whether the work can be undertaken and whether additional charges, equipment, or specialist handling are required. We are not licensed to carry out regulated waste operations beyond what is legally permitted for our service type.
Where waste must be left for collection or placed in designated bins, the customer must ensure that access and disposal arrangements comply with local requirements and property rules. We will not be responsible for fines, penalties, or enforcement action arising from inaccurate customer instructions, lack of permission, or unlawful disposal requests. If we believe that a request could breach waste rules or health and safety obligations, we may decline to carry it out.
Service standards and customer obligations apply throughout the booking. We will provide services with reasonable care and skill, but we do not guarantee the removal of every stain, mark, odour, or defect, especially where the issue is longstanding, embedded, or caused by factors beyond normal cleaning. Some surfaces and materials require specialist treatment, and it is the customer’s duty to inform us of any special instructions, manufacturer warnings, or sensitive finishes before work begins.
The customer must make sure that water, electricity, lighting, and any other necessary utilities are available unless we have agreed otherwise in writing. If utilities are unavailable or unsuitable, the service may be delayed, limited, or cancelled and charged accordingly. We may also need to pause work if conditions become unsafe. Any requested changes to the original service should be agreed in advance wherever possible, as they may affect duration, pricing, and results.
We may use subcontractors or additional personnel to deliver the service where appropriate. In such cases, we remain responsible for the overall performance of the service, subject to these terms. Our staff and representatives must be treated with courtesy and respect, and we reserve the right to withdraw from any property where there is abuse, harassment, discrimination, unsafe conditions, or behaviour that makes it unreasonable to continue. In those circumstances, fees already incurred may remain payable.
Insurance and claims are handled in a manner consistent with the nature of the service and the information available to us. The customer should report any issue as soon as possible after the service so that we can assess the matter promptly. Failure to notify us within a reasonable time may make it harder to investigate and may affect any remedy. We may ask for photographs, proof of value, or other reasonable evidence before considering any claim.
Where a remedy is appropriate, we may choose to re-clean the affected area, offer a partial refund, or agree another fair solution depending on the circumstances. A refund or re-clean will not be offered where the issue arises from matters outside our control, such as hidden dirt, pre-existing damage, material defects, or inaccurate information supplied by the customer. Any settlement offered does not constitute an admission of wider liability.
Nothing in these terms affects your statutory rights as a consumer under UK law. If you are a business customer, the service is provided on the basis that all implied terms, warranties, or conditions not expressly set out here are excluded to the fullest extent permitted by law. If any dispute arises, both parties should first seek to resolve it in good faith before taking further action.
Termination and suspension may occur if either party materially breaches these terms, fails to pay amounts due, or creates conditions that make the service impossible or unsafe. We may suspend or terminate future services immediately where fraud, abusive conduct, repeated late payment, or unlawful requests occur. Any outstanding sums for work already completed or costs already incurred will remain payable even if the relationship ends.
We may also pause or discontinue services if required to comply with legal obligations, health and safety requirements, or instructions from insurers, regulators, or property managers. If service termination is caused by the customer’s breach, any cancellation charges or losses reasonably incurred by us may be recovered to the extent permitted by law. If we terminate without fault on your part, we will refund any prepaid amounts for services not yet performed.
Changes to these terms may be made from time to time to reflect legal, operational, or commercial developments. The version in force at the time of booking will generally apply to that booking unless a change is required by law. Any updated terms will replace previous versions for future services once published or communicated. The customer should review the applicable terms before placing a new booking.
Governing law and jurisdiction: these terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If the service is provided in Scotland or Northern Ireland, mandatory local consumer protections will still apply where relevant, but the governing law stated here will remain the extent permitted by law. The courts of England and Wales will have exclusive jurisdiction unless another forum is required by law.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and conditions. These terms form the entire agreement between the customer and Westkensington Cleaners in relation to the relevant service, unless expressly varied in writing. No person other than the customer and us has any right to enforce any of these terms under the Contracts (Rights of Third Parties) Act 1999.
For clarity, if any wording in these terms is interpreted as inconsistent with mandatory consumer law, the mandatory law will prevail to the extent of the inconsistency, and the remainder of the terms will continue in effect. This document is intended to support a fair, lawful, and practical cleaning service arrangement, while allowing both parties to understand their respective rights and responsibilities.
