Crystal Palace Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Crystal Palace Cleaners provides cleaning services to domestic and commercial customers. By making a booking, using our services or allowing our operatives to enter your premises, 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, business or organisation that requests or receives cleaning services from Crystal Palace Cleaners.
Company means Crystal Palace Cleaners, including its employees, contractors and authorised representatives.
Services means any cleaning, housekeeping, end of tenancy, deep cleaning, office cleaning, after-build cleaning, or related services provided by the Company.
Premises means the property, building, office or space where the Services are to be carried out.
Booking means a confirmed request by the Client for the Company to provide Services, including date, time, service type and service address.
2. Scope of Services
The Company provides a range of domestic and commercial cleaning services, which may include regular cleaning, one-off deep cleaning, move-in and move-out cleaning, end of tenancy cleaning, after-build cleaning and other related cleaning activities as agreed with the Client.
The exact scope of the Services, including specific tasks, rooms, frequency and any additional requirements, will be agreed with the Client at the time of Booking. Any description of Services provided in written materials or verbally is for general guidance only and does not guarantee that every task will be completed on every visit unless expressly agreed in writing.
The Company reserves the right to refuse or discontinue any service that, in its reasonable opinion, may pose a risk to health, safety or property, or that involves the handling of hazardous materials, illegal substances or items, or waste outside of the scope of normal household and office waste.
3. Booking Process
Bookings may be made by the Client through the Companys accepted communication channels as notified from time to time. The Client is responsible for providing accurate information about the Premises, the type of service required, access instructions, parking availability, and any particular needs or priorities.
A Booking is not confirmed until it has been acknowledged by the Company. The Company may request further information before accepting a Booking. Provisional or tentative times do not constitute a confirmed Booking.
The Company may, at its discretion, require a deposit or pre-authorisation at the time of Booking, particularly for larger jobs such as end of tenancy or deep cleaning services. Any such requirement will be communicated to the Client before confirmation.
The Client must ensure that there is adequate access to the Premises at the agreed time. If the operatives are unable to gain access or are delayed because of access issues or inaccurate information, the Company reserves the right to charge a call-out fee or apply a cancellation charge as set out in these Terms and Conditions.
4. Client Obligations
The Client must provide a safe working environment for the Companys operatives, including but not limited to safe access to the Premises, adequate lighting, running water, electricity and any necessary information about potential risks or hazards.
The Client is required to secure all valuables and confidential documents before the Services commence. The Company shall not be responsible for loss of cash, jewellery or other valuable items left unsecured.
The Client must inform the Company of any surfaces, materials or items that require special care or that may be damaged by standard cleaning products or methods. The Company will not be liable for damage arising from undisclosed sensitivities or fragile items that have not been brought to its attention.
5. Pricing and Payments
Prices for Services are usually quoted on an hourly rate or fixed-fee basis, depending on the type and scope of work required. Any price quoted is based on the information provided by the Client and may be revised if that information is found to be inaccurate or incomplete.
All prices are stated in pounds sterling and may be subject to applicable taxes or levies as required by law. The Company reserves the right to amend its rates at any time, provided that any rate changes will not affect confirmed Bookings that have already been accepted, unless agreed with the Client.
Payment terms will be communicated at the time of Booking. Unless otherwise agreed, payment is due either in advance, on the day of service, or within the credit period stated on any invoice issued by the Company. The Company may require payment by card, bank transfer or other accepted methods as notified to the Client.
If payment is not received by the due date, the Company reserves the right to charge interest on overdue sums at the statutory rate, to suspend or cancel Services, and to recover any reasonable costs of debt recovery.
6. Cancellations and Rescheduling
The Client may cancel or reschedule a Booking by giving the Company reasonable notice in advance of the scheduled start time. The minimum notice period and any applicable charges will depend on the type of service and will be communicated at the time of Booking.
Where the Client cancels or reschedules with short notice, the Company may apply a cancellation fee, which may be up to the full value of the Booking if the notice period is less than the agreed minimum. This is to cover administrative costs and the loss of reserved time.
If the Company needs to cancel or reschedule a Booking, it will endeavour to give the Client as much notice as reasonably practicable and will offer an alternative date and time. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.
Repeated last-minute cancellations or failures to provide access may result in the Company requiring prepayment for future Services or declining further bookings at its discretion.
7. Access, Keys and Security
The Client is responsible for providing access to the Premises at the agreed time. This may be by the Client being present, by leaving keys in a safe location, or by any other access method agreed in advance with the Company.
If keys are provided to the Company, they will be stored and handled with reasonable care and in accordance with the Companys internal security procedures. The Company accepts no responsibility for lost keys unless directly caused by the Companys negligence.
The Client shall ensure that any alarm systems are properly configured to allow access during the agreed service window. The Company is not responsible for alarm call-out charges or related costs unless directly resulting from a proven fault of the Company or its operatives.
8. Equipment and Cleaning Materials
Unless otherwise agreed, the Company will supply its own cleaning equipment and materials that are commonly used for domestic and commercial cleaning services. Where the Client prefers the use of particular products or equipment, this must be discussed and agreed in advance, and may be subject to additional charges.
The Company uses products designed for general use on typical surfaces. The Client is responsible for notifying the Company of any surfaces that require special treatment or that may be adversely affected by standard products. The Company accepts no liability for damage where the Client has failed to provide appropriate information or has requested the use of specific products against the Companys advice.
9. Waste Handling and Environmental Regulations
The Company will dispose of general household and office waste generated during the course of the Services in the Clients usual bins or waste containers on site. The Company does not remove waste from the Premises unless expressly agreed as part of the Booking.
The Company does not handle or dispose of hazardous waste, clinical waste, chemical waste, sharp objects such as needles or syringes, or any items that are subject to special disposal regulations. If such items are discovered during the Services, the Company may suspend work in the affected area and notify the Client.
The Client is responsible for ensuring that all waste to be handled by the Company is safe and complies with applicable waste and environmental regulations. Any additional costs incurred as a result of the Clients failure to comply with these obligations may be charged to the Client.
10. Health and Safety
The Company is committed to operating in accordance with applicable health and safety legislation. Operatives are instructed to work safely and to refuse any task that they reasonably believe puts them or others at risk.
The Client must inform the Company of any known health and safety risks at the Premises, including structural issues, hazardous materials, unsafe electrical installations, or aggressive animals. The Company may suspend or cancel the Services if it believes that conditions at the Premises are unsafe.
11. Liability and Insurance
The Company will exercise reasonable care and skill in the performance of the Services. The Company carries appropriate insurance cover for public liability and, where applicable, employers liability in accordance with UK requirements.
In the event of damage to property or possessions directly caused by the negligence of the Company or its operatives, the Companys liability shall be limited to the reasonable cost of repair or replacement of the damaged item, taking into account age, condition and fair wear and tear. The Company may, at its discretion, arrange for repair or replacement directly or reimburse the Client upon evidence of actual loss.
The Company shall not be liable for any pre-existing damage, defects or wear and tear, nor for any deterioration arising from the normal and reasonable use of cleaning products and methods on items or surfaces that are already in a poor or fragile condition.
The Company shall not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of business, loss of opportunity, or any costs beyond the value of the Services provided, whether arising in contract, tort or otherwise.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
12. Complaints and Service Issues
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 a reasonable time after the service date. The Client should provide clear details of the issue, including areas or items of concern.
Where a complaint is justified, the Company will, at its discretion, offer to re-clean the affected area, provide a partial refund, or take other reasonable steps to resolve the matter. The Companys obligation is limited to the value of the Services to which the complaint relates.
The Company will not normally consider complaints raised more than a reasonable period after the service date, as it may be difficult to verify circumstances or identify causes at a later time.
13. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, fire, flood, acts of terrorism, industrial disputes, utility outages, or restrictions imposed by authorities.
In such circumstances, the Company will use reasonable endeavours to notify the Client and to resume the Services as soon as practicable. If the period of delay continues for an extended time, either party may cancel the affected Booking without penalty.
14. Data Protection and Confidentiality
The Company will handle personal information in accordance with applicable data protection legislation. Personal data received from the Client will be used only for the purposes of managing Bookings, providing Services, handling payments and dealing with queries or complaints.
The Company will take reasonable steps to keep Client information secure and will not disclose it to third parties except where necessary for the performance of the Services, for administration, or where required by law.
Operatives are expected to respect the confidentiality of any information or personal circumstances observed while working at the Premises. The Client acknowledges that absolute confidentiality cannot be guaranteed in all circumstances and that the Company shall not be liable for unauthorised disclosure where it has taken reasonable precautions.
15. Termination of Ongoing Services
For regular or ongoing cleaning arrangements, either party may terminate the agreement by giving the other party the notice period specified at the time of Booking or, if none is specified, a reasonable period of notice.
The Company may terminate the Services with immediate effect if the Client materially breaches these Terms and Conditions, fails to pay sums when due, creates an unsafe environment, behaves abusively towards operatives, or engages in conduct that, in the Companys reasonable opinion, makes continued service untenable.
16. Amendments to These Terms
The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new Bookings made after the date of publication. For ongoing arrangements, the Company will notify the Client of any significant changes and the continued use of the Services after notice will constitute acceptance of the amended terms.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of the Services, whether contractual or non-contractual, 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.
18. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, agreements or representations, whether oral or written.
