Surrey Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Surrey Cleaner provides cleaning services to residential and commercial clients. By making a booking or using 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 any individual, company or organisation that requests or receives services from Surrey Cleaner.

Services means any cleaning or associated services supplied by Surrey Cleaner to the Client.

Premises means the property or properties at which the Services are to be carried out.

Agreement means the contract between Surrey Cleaner and the Client which incorporates these Terms and Conditions and any written confirmation or schedule issued by Surrey Cleaner.

2. Scope of Services

Surrey Cleaner provides cleaning and related services in Surrey and nearby areas, including regular domestic cleaning, end of tenancy cleaning, deep cleaning, office and commercial cleaning, and other agreed services. The specific scope of Services for each booking, including any special instructions, will be confirmed at the time of booking or in the booking confirmation.

Surrey Cleaner reserves the right to refuse, withdraw or amend any Services without liability where it reasonably considers that the work requested is unsafe, not practicable, or outside the agreed scope.

3. Booking Process

Bookings may be requested by the Client through our online or other approved booking channels. All bookings are subject to acceptance and availability.

The Client must provide accurate and complete information at the time of booking, including the address of the Premises, type and size of the property, required Services, preferred date and time, access instructions, and any known risks or special conditions.

Surrey Cleaner will issue a booking confirmation setting out the agreed Services, date, time, and indicative duration. The Agreement is formed when Surrey Cleaner sends the booking confirmation to the Client.

Any changes requested by the Client after confirmation, including changes to date, time, scope of work or property details, are subject to availability and may result in a change in price. Surrey Cleaner is under no obligation to accommodate requested changes but will act reasonably to do so.

4. Access to Premises

The Client is responsible for providing safe and adequate access to the Premises at the agreed time. This may include arranging keys, door codes, parking permissions, and informing any building management or concierge of our attendance.

If our staff are unable to gain access, or access is delayed, due to circumstances within the Client's control, Surrey Cleaner may charge a missed appointment fee or an additional waiting time charge, and any time lost may be deducted from the cleaning time without refund.

The Client must ensure that all alarms are disarmed or that instructions are provided for safe operation. Surrey Cleaner is not liable for any alarm activation where correct access instructions were not provided.

5. Client Obligations

The Client must ensure that the Premises are in a condition that allows our staff to perform the Services safely and effectively. This includes:

Providing running water, electricity, adequate lighting and heating where necessary.

Removing or securing valuable, fragile or irreplaceable items, including cash, jewellery and important documents.

Informing Surrey Cleaner in advance of any hazards, health and safety risks, or special conditions at the Premises, such as loose flooring, structural issues, hazardous materials or aggressive pets.

Ensuring that any pets are kept under control or in a separate area during the visit, and informing us of any relevant pet-related allergies or sensitivities.

Surrey Cleaner may refuse to carry out or continue Services if our staff reasonably consider that there is a risk to health, safety or security. In such circumstances, the Client may still be liable for all or part of the service charge.

6. Cleaning Standards and Limitations

Surrey Cleaner will perform the Services with reasonable skill and care and in accordance with industry standards for cleaning services. However, certain limitations apply, including but not limited to the following:

We do not move heavy furniture or appliances unless it is safe and practical for our staff to do so, and we are not liable for areas that cannot be cleaned as a result.

Stain removal is not guaranteed. Some stains, marks or damage may be permanent and not removable by cleaning.

Where time-based Services are booked, our staff will prioritise tasks in line with the Client's instructions, but not all areas may be completed within the allocated time.

We do not undertake tasks that are beyond the scope of standard cleaning, such as specialist restoration, mould treatment requiring licensed products, or any work that requires professional trade qualifications.

7. Cleaning Products and Equipment

Unless otherwise agreed, Surrey Cleaner will provide its own cleaning products and equipment suitable for the Services. If the Client requests the use of their own products or equipment, Surrey Cleaner accepts no liability for any damage, ineffectiveness or health issues arising from their use.

The Client must notify us in advance of any allergies, sensitivities or restrictions regarding cleaning products, so that appropriate alternatives can be discussed. While we will take reasonable steps to accommodate such requirements, we cannot guarantee the availability of specific brands or products.

8. Pricing and Quotations

Our prices may be based on the size and condition of the Premises, the type of Service requested, the estimated duration, and the frequency of visits where applicable. Any quotation provided is based on the information supplied by the Client and on typical conditions.

Surrey Cleaner reserves the right to amend the price if the information provided by the Client is incomplete or inaccurate, or if the actual condition or size of the Premises differs significantly from that described at the time of booking.

All prices are stated in pounds sterling. Any applicable taxes will be clearly indicated where relevant.

9. Payments

Payment terms will be confirmed in the booking confirmation. Unless otherwise agreed in writing:

One-off or end of tenancy cleans are payable in full on or before the day of service.

Regular cleaning services may be payable in advance or on a recurring billing schedule.

Payment must be made using an accepted payment method as notified by Surrey Cleaner. Cash payments may be refused at our discretion.

Where payment is not received by the due date, Surrey Cleaner may charge interest on the overdue amount at the statutory rate and may suspend or cancel further Services until payment is made in full.

10. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving notice within the time periods specified below:

For one-off or end of tenancy cleans, at least 48 hours' notice prior to the scheduled start time is required.

For regular cleaning appointments, at least 24 hours' notice prior to the scheduled start time is required.

If the Client fails to provide the required notice, Surrey Cleaner reserves the right to charge a cancellation fee of up to 100 percent of the service price, depending on the circumstances and any costs incurred.

Surrey Cleaner may cancel or reschedule a booking due to staff illness, operational reasons, severe weather, or circumstances beyond our reasonable control. In such cases, we will offer an alternative appointment time. Surrey Cleaner will not be liable for any loss resulting from such cancellation or rescheduling.

11. No Show and Access Failure

If our staff attend at the agreed time but are unable to gain access to the Premises, or are turned away, or the appointment cannot be carried out due to circumstances within the Client's control, this may be treated as a late cancellation and a charge of up to 100 percent of the service price may apply.

12. Complaints and Service Issues

The Client must inspect the Premises as soon as reasonably possible after the Services have been performed. Any concerns or complaints should be reported to Surrey Cleaner within 24 hours of completion of the Services, together with reasonable details and, where applicable, supporting evidence.

Surrey Cleaner will investigate any complaint promptly and, if it is found that the Services were not performed with reasonable skill and care, may offer a re-clean of the affected areas or another appropriate remedy. Any re-clean will be scheduled at a mutually convenient time.

Complaints made outside the 24 hour period may limit our ability to investigate and to provide a remedy.

13. Liability and Insurance

Surrey Cleaner maintains public liability insurance suitable for the Services provided. Details of cover are available on request.

Surrey Cleaner will not be liable for any loss or damage arising from:

Pre existing damage, wear and tear, faulty surfaces or fixtures, or inherent defects in the Premises or items cleaned.

Failure by the Client to provide accurate information or to comply with these Terms and Conditions.

The use of any cleaning products or equipment supplied or specified by the Client.

Any indirect, consequential or purely economic loss, such as loss of profit, loss of business, or loss of opportunity.

Where Surrey Cleaner is found liable for direct loss or damage to the Client's property, such liability will be limited to the lesser of the cost of repair or replacement of the item, or a sum equivalent to the total fees paid by the Client for the specific Service giving rise to the claim.

Nothing in these Terms and Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence or for fraud.

14. Waste Handling and Environmental Regulations

Surrey Cleaner complies with applicable UK laws and regulations relating to waste disposal and environmental protection. In the course of providing Services, our staff may collect and dispose of general household or office waste that arises naturally from cleaning activities.

Surrey Cleaner does not provide specialist waste removal services, including the removal or disposal of hazardous, clinical, chemical, building or bulky waste, unless expressly agreed in writing. The Client is responsible for arranging licensed disposal for any such materials.

The Client must not request our staff to remove waste or materials in a manner that would breach local or national waste regulations. Surrey Cleaner reserves the right to refuse to remove any waste that it reasonably considers to be unsuitable, unsafe, or not compliant with applicable laws.

Where waste removal is included as part of an agreed Service, Surrey Cleaner may limit the volume or type of waste collected on a single visit to ensure legal and safe transportation and disposal.

15. Keys and Security

Where the Client provides keys or access devices, Surrey Cleaner will take reasonable care to protect them while in our possession. Keys may be coded or stored securely in accordance with our internal procedures.

Surrey Cleaner is not responsible for any loss arising from keys or codes that are defective, incorrectly supplied, or shared by the Client with other parties. If a key is lost while in our possession, Surrey Cleaner will liaise with the Client to agree reasonable steps, which may include reimbursement of the cost of a standard key cutting and, where justified, a contribution towards lock replacement.

16. Health and Safety

Surrey Cleaner operates in accordance with applicable health and safety legislation. Our staff are trained in safe working practices and will follow reasonable precautions while on the Premises.

The Client must co operate with any reasonable health and safety requests made by Surrey Cleaner, including restricting access to certain areas, keeping walkways clear, and informing us of any specific risks such as asbestos, sharp objects or structural issues.

17. Privacy and Confidentiality

Surrey Cleaner will handle personal data relating to the Client in accordance with applicable UK data protection laws. Information is collected and used for the purposes of managing bookings, providing Services, taking payment, and communicating with the Client.

We will not share Client information with third parties except where necessary for the performance of the Services, to comply with legal obligations, or with the Client's consent.

Our staff are instructed to treat all information and observations at the Premises as confidential and not to disclose them to unauthorised persons.

18. Force Majeure

Surrey Cleaner will not be liable for any delay or failure to perform the Services where such delay or failure is due to events beyond our reasonable control. This may include extreme weather, power outages, transport disruption, strikes, government restrictions, pandemics, or other unforeseen events. In such cases, we will endeavour to inform the Client and to reschedule the Services where possible.

19. Termination of Regular Services

Either party may terminate an ongoing regular cleaning arrangement by providing written notice in accordance with the notice period set out in the booking confirmation or service schedule. Where no specific notice period is stated, at least 14 days' notice is required.

Surrey Cleaner may terminate the Agreement with immediate effect if the Client commits a serious breach of these Terms and Conditions, fails to pay sums due, behaves abusively or unreasonably towards staff, or engages in any conduct that makes the continued provision of Services impractical or unsafe.

20. Variations to Terms

Surrey Cleaner may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings and to ongoing Services following reasonable notice to the Client. Continued use of our Services after such notice will constitute acceptance of the updated Terms and Conditions.

21. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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 the Services provided by Surrey Cleaner.

22. General Provisions

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

Any failure or delay by Surrey Cleaner in enforcing any right or provision under these Terms and Conditions shall not constitute a waiver of that right or provision.

The Agreement is between Surrey Cleaner and the Client. No other person has any rights to enforce any of its terms.