Terms And Conditions

Swiss Cottage Cleaner Service Terms and Conditions

These Terms and Conditions apply to all cleaning services provided by Swiss Cottage Cleaner to customers in the United Kingdom. By booking or using our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

Definitions

In these Terms and Conditions, the following definitions apply.

Client means any individual, business, landlord, tenant, managing agent or other organisation that requests or uses cleaning services from Swiss Cottage Cleaner.

Company, we, us or our means Swiss Cottage Cleaner as the provider of cleaning services.

Services means any domestic, commercial, end of tenancy, deep cleaning, one-off cleaning or regular cleaning services, and any related services, provided by the Company.

Operative means a cleaner or cleaning team member engaged by the Company to deliver the Services.

Premises means the property or location where the Services are to be performed.

Agreement means the contract between the Client and the Company, consisting of these Terms and Conditions and any written confirmation of a booking.

Scope of Services

The Company provides professional cleaning services within its service areas in the United Kingdom. The specific scope of work for each booking, such as rooms to be cleaned, type of cleaning required and any additional tasks, will be agreed at the time of booking.

Unless expressly agreed in writing, the Services do not include the cleaning of exterior windows at height, removal of hazardous materials, pest control, specialist restoration, heavy lifting of furniture or personal items, or any activity that may present a health and safety risk to Operatives.

The Client is responsible for clearly specifying any special requirements at the time of booking. Any additional work requested on the day of service is subject to the Operative's discretion and may incur additional charges.

Booking Process

Bookings can be made by the Client through the Company's accepted communication channels. The Client must provide accurate information including the address of the Premises, type of property, approximate size, condition, preferred date and time, and any access instructions.

All bookings are subject to availability. The Company will confirm the booking by written confirmation or other agreed method. An Agreement is formed only when the Company issues a confirmation of the booking.

The Company may request additional information or photographs of the Premises in order to provide an accurate estimate and to plan the allocation of Operatives, equipment and time.

The Client must ensure that they, or an authorised person, are present at the start of the initial visit to show the Operative around the Premises, highlight any delicate items or areas of concern, and confirm the agreed tasks where required.

Access to the Premises

The Client is responsible for providing safe and reasonable access to the Premises on the agreed date and time. Access can be provided by the Client being present, leaving keys with a trusted third party, or by using a secure key box or concierge service, where applicable.

Where keys are provided to the Company, the Client confirms that they have the authority to grant such access. Keys will be securely stored and handled by the Company and may be identifiable only by a code or reference rather than the Client's full address.

If the Operatives are unable to access the Premises due to incorrect instructions, missing keys, blocked entry or the absence of the Client or an authorised person, the Company reserves the right to charge a failed visit fee, which may be up to the full price of the scheduled service.

Client Obligations

The Client agrees to:

Provide accurate and complete information when booking the Services.

Ensure that the Premises are reasonably free from clutter so that cleaning can be carried out effectively and safely.

Secure and remove any valuable, fragile or irreplaceable items that they do not wish to be handled by Operatives.

Make available running water, electricity and adequate lighting at the Premises during the service.

Notify the Company in advance of any specific health and safety risks, allergies, or sensitive materials at the Premises.

Comply with any reasonable requests from the Operatives that are necessary to perform the Services safely and effectively.

Company Obligations

The Company will carry out the Services with reasonable care and skill, using Operatives who are appropriately trained for general cleaning tasks.

The Company will make reasonable efforts to attend the Premises at the agreed date and time. However, arrival times are estimates and may be affected by factors such as traffic, adverse weather or operational issues. If there is a significant delay or need to reschedule, the Company will notify the Client as soon as reasonably practical.

The Company may use cleaning products and equipment supplied by the Client or by the Company, as agreed at the time of booking. Where the Client provides products or equipment, the Company is not responsible for any damage arising from their use when used as directed by the Client.

Pricing and Payment Terms

All prices are provided either as an hourly rate or a fixed fee, depending on the Service type and the information supplied by the Client. Any estimate provided before an on-site assessment is based on the information given by the Client and may be adjusted if the Premises are significantly different in size, condition or access requirements.

The Company reserves the right to change its pricing from time to time. Any changes will not affect confirmed bookings that have already been accepted by the Company, unless the scope of work is varied by the Client or the information provided at the time of booking was incomplete or inaccurate.

Payment is due as specified at the time of booking, which may include payment in advance, payment on the day of service, or on account for approved business Clients. The Company may accept various forms of payment, such as bank transfer, card payment or other cashless methods, as communicated to the Client.

The Client agrees to pay all invoices in full by the due date. In the event of late payment, the Company reserves the right to charge interest and reasonable recovery costs as permitted by applicable law and to suspend or cancel further services until payment is received.

Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the minimum notice period specified at the time of booking. Where no specific period is stated, the Client must give at least 24 hours prior notice.

If the Client cancels or reschedules with less than the required notice period, the Company may charge a late cancellation fee, which may be up to the full price of the scheduled service. This fee is intended to cover the costs of allocated Operatives and lost appointment opportunities.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to illness, extreme weather, transport disruption, equipment failure, or health and safety concerns at the Premises. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any indirect loss incurred by the Client as a result of such cancellation or rescheduling.

Service Quality and Complaints

The Company aims to provide a high standard of cleaning services and encourages Clients to inspect the work upon completion wherever reasonably possible.

If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and in any event within 48 hours of the service being completed, giving details of the concern. The Company may request photographs or a follow-up visit to assess the issue.

Where the complaint is justified and directly related to the quality of the cleaning performed, the Company may, at its discretion, offer a re-clean of the affected areas or an appropriate partial refund. This will be the Client's sole and exclusive remedy with respect to the quality of the Services.

Liability and Limitations

The Company will exercise reasonable care in delivering the Services. However, the Client acknowledges that general wear and tear, pre-existing damage, and the condition and age of surfaces, fixtures and fittings can affect cleaning outcomes and the risk of damage.

The Company is not liable for any loss, damage or breakage unless caused by the negligence of the Company or its Operatives while carrying out the Services. In any event, the Company's total liability to the Client in respect of any claim arising under or in connection with the Agreement shall be limited to the total amount paid by the Client for the Services giving rise to the claim.

The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity or loss of enjoyment, however arising.

The Company is not responsible for the cost of any key replacement or locksmith services unless keys have been lost by the Company or its Operatives. In such circumstances, liability will be limited to the reasonable cost of key cutting or basic lock replacement for the main access point of the Premises.

Fragile, valuable or sentimental items should be safely stored away by the Client before the service. The Company accepts no liability for wear to or discolouration of surfaces, fabrics or materials that may have deteriorated over time, or for any damage resulting from incorrect information or instructions provided by the Client.

Waste Handling and Environmental Regulations

The Company will comply with applicable UK regulations relating to the handling and disposal of waste generated during the performance of the Services.

General household waste and standard cleaning residues will be bagged and left in the Client's designated waste collection area at the Premises, unless otherwise agreed. The Client is responsible for ensuring that their waste collection arrangements are in place and that the quantity and type of waste comply with local authority requirements.

The Company does not remove large volumes of waste, construction debris, hazardous substances, clinical waste, sharp objects or any materials requiring specialist disposal. If such items are encountered, Operatives may refuse to handle them and may adjust or suspend the Services until the area is made safe.

The Client agrees not to request Operatives to dispose of waste in a manner that would breach applicable environmental or waste disposal regulations. The Company reserves the right to terminate the Agreement if the Client persists in requesting unlawful or unsafe waste handling.

Health and Safety

The Company is committed to maintaining safe working practices for Operatives and Clients. Operatives are instructed to follow relevant health and safety guidance when using cleaning products, equipment and ladders, and when working in different types of premises.

Operatives may refuse to carry out any task that, in their reasonable opinion, poses a risk to their health or safety or that of others. This includes working at unsafe heights, lifting heavy items, or entering areas with visible hazards or contamination.

The Client must immediately inform the Company of any hazards at the Premises that could affect the safe performance of the Services, such as structural issues, exposed wiring, pest infestations or contamination.

Use of Client Property and Security

The Client agrees that any appliances, equipment or materials made available for use by Operatives are in safe working order. The Company is not responsible for damage to or malfunction of any equipment belonging to the Client, unless such damage is caused by the negligent use of that equipment by an Operative.

Operatives will take reasonable care to ensure that the Premises are left secure after the Services have been completed, including closing windows and locking doors where access has been provided via keys or agreed methods. However, the Client remains responsible for overall security measures at the Premises.

Insurance

The Company maintains insurance cover appropriate for a cleaning service provider operating in the United Kingdom. Details of insurance cover can be provided to the Client upon reasonable request.

The Client is advised to ensure that they have suitable insurance in place for their Premises and contents, including cover for accidental damage, as standard household or commercial policies may offer broader protection than that available under these Terms and Conditions.

Termination of Services

Either party may terminate an ongoing regular service arrangement by giving the notice period specified in the service agreement or, if not specified, by providing at least 7 days written notice.

The Company may terminate the Agreement with immediate effect if the Client fails to pay for the Services when due, behaves abusively or threateningly towards Operatives, requests illegal or unsafe activities, or otherwise commits a serious breach of these Terms and Conditions.

Data Protection and Confidentiality

The Company will handle personal information provided by the Client in accordance with applicable UK data protection laws. Personal data will be used only for the purposes of managing bookings, delivering Services, processing payments and communicating with the Client.

The Company will take reasonable steps to keep Client information confidential and secure. Information may be shared with Operatives and service partners only to the extent necessary to perform the Services or to comply with legal obligations.

Changes to These Terms

The Company may update these Terms and Conditions from time to time to reflect changes in law, regulation, business practices or services offered. The current version will apply to all new bookings at the time they are made.

For ongoing regular service arrangements, the Company will notify the Client of any material changes to these Terms and Conditions. Continued use of the Services after such notice will constitute acceptance of the updated terms.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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.

Severability

If any provision or part-provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any agreed written variations, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings, representations or arrangements, whether oral or written.

By booking or using the Services of Swiss Cottage Cleaner, the Client confirms that they have read, understood and agree to be bound by these Terms and Conditions.