Colliers Wood Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Colliers Wood Cleaners provides cleaning and related services to residential and commercial customers. By making a booking, accessing our services or allowing our staff to enter your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client refers to any individual or organisation that books or receives services from Colliers Wood Cleaners.
Company refers to Colliers Wood Cleaners, the provider of cleaning and related services.
Services refers to any cleaning, housekeeping, end of tenancy cleaning, after builders cleaning, deep cleaning, or related services offered by the Company.
Premises refers to the property or location where the Services are to be carried out.
Cleaner refers to any employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides cleaning and related services within its operating area, which includes Colliers Wood and surrounding districts, subject to availability and operational capacity. The exact scope of Services for each booking will be agreed at the time of booking and confirmed in a booking confirmation.
Unless expressly agreed in writing, the Services do not include specialist cleaning such as exterior window cleaning at height requiring specialist access equipment, cleaning of hazardous areas, removal of biological waste, or any work that could reasonably be considered unsafe or outside the usual scope of domestic or commercial cleaning.
The Company reserves the right to refuse any work which, in its reasonable opinion, falls outside the scope of its standard Services, may pose a health and safety risk, or may cause damage to the Premises or property.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted communication channels. By making a booking, the Client confirms that they are legally entitled to authorise access to, and work at, the Premises.
The Client is responsible for providing accurate information at the time of booking, including but not limited to the size and condition of the Premises, the type of property, any specific cleaning requirements, and any access restrictions such as parking limitations or security arrangements.
All bookings are subject to availability. The Company will provide a date and time window for the Services. Any booking is considered provisional until confirmed by the Company. The Company may adjust the allocated time or staffing levels if the information provided by the Client is incomplete or inaccurate.
The Company reserves the right to amend the agreed price or scope of Services if the Premises condition materially differs from the description provided at booking, subject to the Client’s approval before the additional work is undertaken.
4. Pricing and Quotations
Prices are provided either as hourly rates or as fixed fees for specified Services. Quotations are given based on the information supplied by the Client and on the assumption that the Premises are in a condition that reasonably allows the Services to be carried out within the estimated time.
Quotations are valid for a limited period as indicated by the Company and may be subject to change due to market conditions, changes in tax or regulatory requirements, or changes in the scope of work requested by the Client.
If additional time or services are required to complete the work to a reasonable standard, the Company will notify the Client and seek approval for any additional charges before proceeding. If approval is not granted, the Company will complete as much work as reasonably possible within the original agreed time and fee.
5. Payments
Unless otherwise agreed in writing, payment is due on or before the day the Services are provided. The Company may require a deposit to secure a booking, particularly for end of tenancy cleaning, after builders cleaning or larger jobs.
The Company accepts payment by methods approved from time to time, which may include card payments, bank transfers or other electronic payment methods. Cash payment may be accepted only if expressly agreed.
Where Services are provided on a regular or recurring basis, the Client may be invoiced on a weekly or monthly basis, as agreed. Invoices are payable by the due date stated on the invoice. Late payments may incur interest at the maximum rate permitted by law, and the Company reserves the right to suspend or cancel further Services until all overdue amounts are settled.
The Client is responsible for ensuring that adequate funds are available and that payment details provided are correct and up to date. If a payment is declined or reversed, the Client remains liable for the full outstanding amount and any reasonable costs incurred by the Company in recovering the debt.
6. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable prior notice. Unless otherwise agreed, at least 24 hours’ notice before the scheduled start time is required to avoid a cancellation fee.
If the Client cancels or reschedules with less than 24 hours’ notice, the Company reserves the right to charge up to 50 percent of the estimated fee to cover administrative and staffing costs. For same-day cancellations or where the Cleaner is unable to gain access to the Premises at the scheduled time, the Company may charge up to 100 percent of the estimated fee.
The Company may cancel or reschedule a booking in cases of staff sickness, operational issues, severe weather, transport disruption, or other circumstances beyond its reasonable control. In such cases, the Company will endeavour to offer an alternative appointment as soon as reasonably practicable. The Company is not liable for any loss arising from such cancellation or rescheduling, other than a refund of any pre-paid amounts for Services not provided.
7. Access to Premises
The Client must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed time. If keys or access codes are provided, the Client must ensure that they work correctly. The Company accepts no liability for any delay, additional time, or costs arising from inadequate access arrangements.
The Client must ensure that any alarms are disabled or that clear instructions are provided to avoid activation. The Company cannot be held responsible for any alarm activation caused by incorrect or incomplete instructions.
Where parking is required for the Cleaner to reasonably carry out the Services, the Client is responsible for providing suitable parking arrangements or covering any applicable parking charges. Any parking penalties incurred due to incorrect information provided by the Client may be charged to the Client.
8. Client Obligations
The Client agrees to provide a safe working environment and to notify the Company in advance of any potential hazards at the Premises, such as loose floorboards, faulty electrical fittings, or hazardous substances.
The Client must secure valuable, fragile or irreplaceable items prior to the Cleaner’s arrival. While the Company exercises reasonable care, it cannot be held responsible for damage to items that were not suitably protected or which are of a delicate nature unsuitable for standard cleaning processes.
The Client must inform the Company of any specific instructions regarding surfaces, finishes or materials that require special treatment or non-standard cleaning products. Where such information is not provided, the Company will use products and methods that it reasonably believes to be appropriate, and shall not be liable for any damage arising from lack of specific instructions.
9. Cleaning Products and Equipment
Unless otherwise agreed, the Company will supply its own cleaning products and basic equipment suitable for the type of service booked. If the Client requests the use of specific products or equipment, the Client must provide them and ensure they are safe and suitable for their intended use.
The Company is not responsible for any damage or adverse effects resulting from the use of products or equipment supplied or specified by the Client, including any allergic reactions or damage to surfaces caused by such products.
10. Waste and Rubbish Regulations
The Company will dispose of routine household dust and debris as part of normal cleaning tasks, using the Client’s bins or waste facilities at the Premises.
The Company does not remove large volumes of rubbish, building waste, furniture, appliances, or any controlled or hazardous waste from the Premises. Such waste must be managed by the Client in accordance with applicable waste regulations and local authority requirements.
The Client is responsible for ensuring that waste left at the Premises can lawfully be disposed of through the Client’s normal waste collection arrangements. The Company will not transport waste away from the Premises unless expressly agreed and permitted by law, and any such agreement may be subject to additional charges.
11. Liability and Insurance
The Company exercises reasonable skill and care in providing the Services. The Company maintains appropriate public liability insurance and, where applicable, employer’s liability insurance, in line with industry practice.
To the fullest extent permitted by law, the Company’s total liability to the Client for any loss or damage arising out of or in connection with the provision of the Services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable by the Client for the specific booking in which the incident occurred.
The Company is not liable for indirect, consequential or economic loss, including loss of profit, loss of business, loss of opportunity, or any loss arising from delay, cancellation, or rescheduling of the Services.
The Company is not responsible for pre-existing damage, fair wear and tear, or deterioration that occurs over time. The Client is advised to bring any claim for alleged damage to the Company’s attention in writing as soon as reasonably practicable, and in any event within 48 hours of completion of the relevant Services.
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 lawfully be limited or excluded.
12. Complaints and Service Quality
The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and in any event within 48 hours of the service date, providing clear details and, where possible, supporting evidence.
Where a complaint is upheld, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund or another reasonable remedy, taking into account the nature and extent of the issue.
13. Health and Safety
The Company complies with applicable health and safety legislation and expects the Client to do the same. Cleaners are instructed not to engage in activities that may reasonably be considered unsafe, such as climbing on furniture, using non-standard ladders, or moving particularly heavy items without appropriate equipment.
The Client must not request any Cleaner to undertake tasks that fall outside the scope of the booked Services or which may breach health and safety guidelines. The Company reserves the right to refuse any request that, in its reasonable opinion, may compromise safety.
14. Confidentiality and Data Protection
The Company respects the privacy of its Clients and will only collect and process personal data as necessary to provide the Services, manage bookings, and comply with legal obligations.
Personal information will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will not sell or disclose personal data to third parties except where required for service delivery, payment processing, or where required by law.
15. Staff and Non-Solicitation
The Client agrees not to directly employ, contract, or engage any Cleaner or other member of the Company’s staff introduced to the Client by the Company for a period of 12 months from the date of the last service provided to the Client, without the Company’s prior written consent.
If the Client breaches this clause, the Company reserves the right to charge a recruitment and training fee representing a reasonable estimate of the costs incurred in recruiting and training replacement staff.
16. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, civil unrest, public health emergencies, or failure of utilities.
17. Amendments to Terms and Conditions
The Company may amend these Terms and Conditions from time to time to reflect changes in law, industry practice or operational requirements. The current version will apply to all new bookings and, where reasonable, to ongoing service arrangements after the Client has been notified of the updated terms.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with any Services provided by the Company, 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 their subject matter.
19. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the provision of Services, and supersede any previous understandings, agreements or representations, whether written or oral, relating to the same subject matter, except where expressly incorporated by reference in writing.
