Terms And Conditions

Cleaner Elephant and Castle Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Cleaner Elephant and Castle to customers within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the following meanings:

1.1 Company means Cleaner Elephant and Castle, the cleaning services provider.

1.2 Customer means any individual, business, or organisation that books or uses the Companys services.

1.3 Services means domestic or commercial cleaning and any related services provided by the Company as agreed with the Customer.

1.4 Premises means the property or location where the Services are to be carried out.

1.5 Booking means a confirmed request by the Customer for the Company to provide Services at an agreed time and date.

1.6 Cleaner means any operative, subcontractor, or representative appointed by the Company to carry out the Services.

2. Scope of Services

2.1 The Company provides cleaning services within its designated service area, including but not limited to domestic, end-of-tenancy, office, and communal area cleaning.

2.2 The specific Services to be provided, including type of cleaning, frequency, and any special instructions, will be agreed at the time of Booking and confirmed by the Company.

2.3 The Company reserves the right to refuse any job that it considers unsafe, unsuitable, or beyond the scope of its standard Services.

2.4 The Customer is responsible for providing accurate information regarding the size, condition, and access details of the Premises to enable the Company to quote and allocate appropriate time and resources.

3. Booking Process

3.1 Bookings may be made via the Companys online platforms or other accepted methods of communication as specified by the Company from time to time.

3.2 When making a Booking, the Customer must provide accurate details, including name, property address, access information, requested date and time, and a description of the required Services.

3.3 A Booking is not confirmed until the Company has accepted the request and provided a confirmation notice. The Company may decline a Booking at its discretion.

3.4 For one-off and end-of-tenancy cleans, the Company may provide an estimated duration and price based on the information supplied by the Customer. The final price may vary if the actual condition or size of the Premises differs materially from the information provided.

3.5 For regular cleaning Services, the Customer agrees to the agreed schedule, which may be weekly, fortnightly, monthly, or as otherwise arranged. Any changes to the schedule must be agreed in advance.

4. Access to the Premises

4.1 The Customer must ensure that the Cleaner has safe and uninterrupted access to the Premises at the agreed time.

4.2 The Customer may provide keys, access codes, or arrange attendance. Where keys are provided, the Company will take reasonable care to ensure their security but accepts no liability for loss unless caused by proven negligence of the Company or its representatives.

4.3 If the Cleaner is unable to gain access to the Premises at the agreed time or is delayed due to circumstances within the Customers control, waiting time or a call-out charge may be applied, or the visit may be treated as a late cancellation in accordance with the cancellation terms set out below.

5. Customer Obligations

5.1 The Customer must ensure that the Premises are safe for work, with adequate lighting, heating, and ventilation, and that all necessary utilities such as electricity and water are available.

5.2 The Customer must inform the Company of any risks or hazards at the Premises, including fragile items, alarms, restricted areas, or any special instructions regarding pets or security.

5.3 The Customer must store valuables and fragile items safely. The Company will not be responsible for items left unsecured or in unsafe locations.

5.4 The Customer must not directly employ or engage any Cleaner introduced by the Company for private work, during the provision of Services and for 12 months thereafter, without the Companys prior written consent. If this occurs, the Company reserves the right to charge a referral or introduction fee.

6. Payments and Pricing

6.1 The Customer agrees to pay the fees for the Services as quoted or confirmed by the Company at the time of Booking.

6.2 Prices may be based on hourly rates, fixed fees, or a combination, as specified in the Booking confirmation.

6.3 The Company reserves the right to revise its prices periodically. Where applicable, existing Customers will be given reasonable notice of any changes to ongoing regular service rates.

6.4 Payment terms will be specified at the time of Booking and may include payment in advance, on the day of service, or on invoice for approved business Customers.

6.5 Accepted payment methods will be specified by the Company and may include bank transfer, card payment, or other approved methods. Cash payments may be refused at the Companys discretion.

6.6 If payment is not made by the due date, the Company reserves the right to suspend or cancel further Services and to charge interest on overdue sums in accordance with applicable UK legislation.

7. Cancellations, Rescheduling, and No-Show

7.1 If the Customer wishes to cancel or reschedule a Booking, they must provide the notice required under this clause to avoid charges.

7.2 For regular cleaning visits, a minimum of 24 hours notice is normally required to cancel or reschedule without charge, unless otherwise specified by the Company for particular services.

7.3 For one-off, deep, or end-of-tenancy cleans, the Company may require at least 48 hours notice to cancel or reschedule without incurring a cancellation fee.

7.4 If the required notice is not given, the Company reserves the right to charge up to the full fee for the scheduled visit, to cover administrative and staffing costs.

7.5 If the Cleaner arrives at the Premises and is unable to gain access or is turned away, this may be treated as a late cancellation and charged accordingly.

7.6 The Company reserves the right to cancel or reschedule a Booking due to unforeseen circumstances, including staff illness, severe weather, or operational issues. In such cases, the Company will endeavour to offer an alternative appointment as soon as reasonably possible.

8. Service Quality and Complaints

8.1 The Company aims to deliver Services with reasonable skill and care and in accordance with industry standards.

8.2 The Customer must report any concerns or complaints about the quality of the Services as soon as possible and in any event within 24 hours of the service visit, so that the Company can investigate and, where appropriate, rectify the issue.

8.3 Where a complaint is justified, the Company may at its discretion offer a re-clean of the affected areas or another appropriate remedy. Refunds, where granted, will be at the Companys discretion and in line with applicable consumer law.

9. Liability and Insurance

9.1 The Company will maintain appropriate insurance cover for public liability and, where applicable, employers liability, in accordance with UK requirements.

9.2 The Companys total liability for any loss or damage arising from the provision of the Services shall be limited to the amount paid or payable by the Customer for the specific visit during which the incident occurred, except where liability cannot legally be limited.

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

9.4 The Company shall not be responsible for:

a damage caused by faulty or unsecured fixtures, fittings, or appliances at the Premises

b pre-existing damage, wear and tear, or deterioration of surfaces or items

c failure of cleaning products to remove permanent stains or marks

d discolouration or damage to surfaces that are not suitable for the cleaning products or methods commonly used, where the Customer has not informed the Company of any particular sensitivity.

9.5 The Customer must inform the Company of any alleged damage or loss as soon as reasonably practicable and, in any event, within 24 hours of the service visit, providing reasonable evidence of the issue.

10. Waste Handling and Environmental Regulations

10.1 The Company will handle routine household and office waste arising in the normal course of cleaning, such as emptying bins into the Customers designated waste containers.

10.2 The Company is not a licensed waste carrier and will not remove large quantities of waste, hazardous waste, construction debris, electrical items, or any materials that must be disposed of under specific regulatory controls.

10.3 The Customer is responsible for providing appropriate and legally compliant waste receptacles and for arranging collection services through local authorities or authorised waste carriers.

10.4 The Company will use cleaning products in a responsible manner and will endeavour to minimise environmental impact, but shall not be liable for any breach of environmental or waste regulations caused by the Customers failure to comply with their legal responsibilities.

11. Health and Safety

11.1 The Company will take reasonable steps to ensure that the Services are provided safely and in accordance with applicable health and safety requirements.

11.2 The Customer must not request or insist that the Cleaner undertakes any activity that may be unsafe, unlawful, or outside the agreed scope of Services, including working at excessive heights, handling hazardous materials, or lifting excessively heavy items.

11.3 If, in the opinion of the Cleaner or the Company, a task presents an unacceptable risk, the Company reserves the right to decline or modify that task.

12. Cleaning Products and Equipment

12.1 The Company may supply its own cleaning products and equipment, or it may agree to use products supplied by the Customer, as specified at the time of Booking.

12.2 Where the Customer requests the use of their own products or equipment, they are responsible for ensuring that such products are safe, suitable for their intended use, and that all necessary instructions and safety information are provided.

12.3 The Company will not be liable for any damage or adverse effects caused by the use of products or equipment supplied or specified by the Customer.

13. Data Protection and Privacy

13.1 The Company will process personal data provided by the Customer in accordance with applicable UK data protection laws.

13.2 Personal information will be used to manage Bookings, provide Services, process payments, and handle customer communications. The Company will not sell personal data to third parties.

13.3 The Customer has the right to access and request correction of their personal data held by the Company, subject to applicable law.

14. Amendments to these Terms

14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulations, or operational practices.

14.2 The latest version will apply to all new Bookings from the date of publication. For ongoing regular services, the Company will provide reasonable notice of any material changes that affect the Customers rights or obligations.

15. Governing Law and Jurisdiction

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

15.2 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.

16. Severability

16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

17. Entire Agreement

17.1 These Terms and Conditions, together with any written service agreements or Booking confirmations, constitute the entire agreement between the Company and the Customer in relation to the Services provided and supersede any previous understandings, arrangements, or representations, whether oral or written.

17.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.