Terms And Conditions

Deep Cleaning Merton Terms and Conditions of Service

These Terms and Conditions set out the basis on which Deep Cleaning Merton provides professional cleaning services to customers. By booking any cleaning service, you agree to be bound by these terms. Please read them carefully before placing a booking. These terms apply to all domestic and commercial cleaning services offered within our service area.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below.

Client means any individual, firm or company that requests, books or receives cleaning services from Deep Cleaning Merton.

Company means Deep Cleaning Merton, the provider of cleaning services.

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

Operative means an employee, contractor or representative engaged by the Company to carry out the Services.

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

2. Scope of Services

The Company agrees to provide cleaning Services as described at the time of booking and confirmed in the booking confirmation. The scope may include, but is not limited to, kitchen cleaning, bathroom cleaning, dusting, vacuuming, floor cleaning, limescale removal, internal window cleaning and other agreed tasks.

The precise scope, duration and price of the Services will be confirmed to the Client before the booking is finalised. Any additional tasks requested on the day of service are subject to the Operative’s availability and may incur additional charges, which will be agreed with the Client before the work is carried out.

3. Booking Process

Bookings may be requested via the Company’s usual contact and enquiry channels. A booking is not confirmed until the Company has provided written or electronic confirmation and, where applicable, received any required deposit.

When requesting a booking, the Client must provide accurate information, including the size and condition of the Premises, the type of service required, property access arrangements and any special requirements. The Company reserves the right to amend the quoted price or cancel the booking if the information provided is incomplete or materially inaccurate.

The Client is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed start time, or that safe and legal access arrangements are in place. If Operatives are unable to gain access, a call-out or cancellation fee may apply.

4. Quotations and Pricing

All quotations are based on information supplied by the Client and are valid for a limited period as indicated by the Company. Prices may depend on factors such as property size, level of soiling, specific tasks requested, frequency of service and location within the service area.

Quotations are estimates only where the Company has not inspected the Premises prior to the service. If, upon arrival, the Premises are substantially larger or more heavily soiled than described, the Company may adjust the price, amend the scope of work or offer to continue at an hourly rate. Any change will be discussed with the Client before proceeding.

All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments

Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due either in advance of the Service or immediately upon completion of the Service.

The Company may request a deposit to secure a booking, particularly for larger jobs such as end of tenancy, after-builders or deep cleaning services. Deposits are usually non-refundable, subject to the cancellation terms set out in these conditions.

Payment methods may include bank transfer, card payment or other methods accepted by the Company at the time of service. The Client must ensure that funds are available and that payment details supplied are accurate.

For commercial Clients with approved accounts, invoices are payable within the timeframe specified on the invoice. The Company reserves the right to charge interest and reasonable administration costs on overdue invoices in accordance with applicable law.

6. Cancellations, Rescheduling and Access

If the Client wishes to cancel or reschedule a booking, the Client must notify the Company as early as possible. Specific notice periods and associated charges will be confirmed at the time of booking. As a general guideline, cancellations or rescheduling with less than 24 hours notice may incur a cancellation fee up to the minimum call-out charge or a percentage of the quoted price.

Where Operatives arrive at the Premises and are unable to gain access, or the Client is not present and no prior access arrangements have been made, this will be treated as a late cancellation and may be charged accordingly.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to severe weather, transport disruption, staff illness or safety concerns at the Premises. In such cases, the Company will offer an alternative appointment at the earliest reasonable opportunity. The Company shall not be liable for any consequential loss arising from such cancellations.

7. Client Obligations and Preparation

The Client must ensure that the Premises are reasonably accessible, safe and secure for Operatives. This includes providing adequate lighting, running water, electricity and where necessary, heating.

The Client is requested to remove personal belongings, cash, valuables, breakable or sentimental items from areas to be cleaned, or to store them safely. The Company will not be responsible for cleaning or handling high value items unless specifically agreed in advance.

The Client must inform the Company of any known risks at the Premises, such as loose fixtures, delicate surfaces, alarms, restricted areas or any health and safety hazards. Where pets are present, the Client must ensure they are safely secured and do not impede the cleaning process.

8. Cleaning Standards and Limitations

The Company aims to achieve a high standard of cleaning service using appropriate products and methods. However, certain stains, heavy limescale, mould, permanent discolouration or damage may not be fully removable. The Company does not guarantee that every mark or defect will be eliminated.

Operatives will not undertake tasks that may place them at unreasonable risk, including working at unsafe heights, moving excessively heavy furniture, or cleaning external areas that cannot be accessed safely. The Company reserves the right to decline work that is deemed unsafe, against regulations, or outside the agreed scope.

Any time-based service will be limited to the hours booked. Where the Operative is unable to complete all tasks within the allocated time, the Client may be offered extended time at an additional charge, subject to availability.

9. Equipment and Cleaning Materials

Unless otherwise agreed, the Company will provide cleaning materials and equipment suitable for the Service. The Client must inform the Company of any allergies, sensitivities or restrictions relating to cleaning products in advance.

If the Client chooses to supply their own products or equipment, the Company will not be liable for any damage or substandard results arising from their use. It is the Client’s responsibility to ensure that any such products and equipment are safe, in good working order and suitable for the intended tasks.

10. Waste Handling and Environmental Regulations

The Company will handle normal household and light commercial waste generated during cleaning in accordance with relevant environmental and waste regulations. Operatives will place routine waste, such as dust and small debris, into the Client’s designated household or commercial bins where practical.

The Company is not licensed to remove, transport or dispose of hazardous or regulated waste, including but not limited to asbestos, clinical waste, needles, chemical containers, paint, solvents or large volumes of construction rubble. If such waste is encountered, the Operative may cease work in the affected area and notify the Client. Any specialist removal must be arranged by the Client using an authorised waste carrier.

For after-builders or heavy-duty cleans, the Company may agree, by prior arrangement and subject to an additional charge, to bag certain non-hazardous waste and position it in an accessible location on the Premises for collection by the Client’s chosen waste contractor. The Company will not be responsible for arranging external collection or disposal unless expressly agreed in writing.

11. Damage, Loss and Liability

The Company undertakes to carry out Services with reasonable care and skill. In the unlikely event of accidental damage to the Client’s property or belongings, the Client must notify the Company as soon as reasonably possible, and in any event within 24 hours of the service, providing details and evidence of the alleged damage.

The Company’s liability for any proven loss or damage shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repair, the cost of replacement on a like-for-like basis, or the total amount paid by the Client for the specific Service during which the damage occurred. The Company shall not be liable for normal wear and tear, pre-existing damage, discolouration, or defects that could not reasonably have been detected prior to the Service.

The Company accepts no liability for loss or damage arising from inaccurate information provided by the Client, the use of Client-supplied products or equipment, or failure by the Client to protect valuables or fragile items.

To the extent permitted by law, the Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the provision of the Services.

12. Insurance

The Company maintains insurance cover appropriate for its cleaning activities. Details of insurance can be made available on request. The existence of insurance does not increase or extend the Company’s liability beyond the limits set out in these Terms and Conditions.

13. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company promptly, and in any case within 24 hours of completion of the Service. The Company may request photographs or other evidence to assess the issue.

Where a complaint is justified and relates directly to the quality of cleaning, the Company may, at its discretion, offer a re-clean of the affected areas or an appropriate partial refund. Any re-clean must normally take place within a reasonable time after the initial Service.

14. Health and Safety

The Company and its Operatives will observe applicable health and safety requirements while carrying out Services. Operatives must not be asked to perform tasks that could reasonably be considered unsafe or contrary to regulations.

The Client agrees to ensure that the Premises present a safe working environment, free from harassment, abuse or threatening behaviour. The Company reserves the right to withdraw Operatives and terminate services immediately where safety is compromised, and may charge for any time already spent on site.

15. Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for any delay or failure to perform its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, labour disputes, transport disruptions or public health emergencies.

16. Privacy and Confidentiality

The Company will treat personal information provided by the Client with care and in accordance with applicable data protection laws. Information will be used for the purpose of managing bookings, delivering Services, invoicing and related administration.

Operatives are instructed to respect the privacy of Clients and the confidentiality of information encountered at the Premises. The Company will not disclose Client information to third parties except where necessary to provide the Services, comply with the law or enforce these Terms and Conditions.

17. Variations to Terms

The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that particular Service. Updated terms may be made available upon request.

18. Governing Law and Jurisdiction

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

19. Entire Agreement

These Terms and Conditions, together with any written service confirmations or agreed quotations, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings, promises or agreements, whether oral or written.

If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.