Acton Cleaner Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Acton Cleaner to domestic and commercial customers in the United Kingdom. By booking a service, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions:

Customer means the person, company, or organisation booking or receiving the services.

Services means any cleaning or related services provided by Acton Cleaner, including but not limited to regular cleaning, one-off cleaning, deep cleaning, move-in or move-out cleaning, and related tasks as agreed.

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

Cleaner means any employee, worker, contractor, or representative engaged by Acton Cleaner to perform the Services.

Agreement means the contract between Acton Cleaner and the Customer comprising these Terms and Conditions and the details provided in the booking confirmation.

2. Scope of Services

Acton Cleaner provides domestic and commercial cleaning services within its designated service area in the United Kingdom. The precise nature and scope of the Services will be set out in the booking confirmation or any subsequent written agreement between the parties.

The Services may include routine cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, and other agreed tasks, but do not include any services that are unsafe, unlawful, or outside the usual scope of professional cleaning.

Acton Cleaner reserves the right to decline any work that, in its reasonable opinion, poses a health and safety risk, is not suitable for standard cleaning methods, or falls outside its operational capabilities.

3. Booking Process

Bookings may be requested through Acton Cleaner’s chosen booking channels, including online enquiry forms or other contact methods specified from time to time. All bookings are subject to availability and confirmation by Acton Cleaner.

The Customer must provide accurate and complete information when booking, including the address of the Premises, type and size of the property, required date and time, and any special requirements. Acton Cleaner relies on this information to estimate the time and price for the Services. If the information is inaccurate or incomplete, Acton Cleaner may adjust the quoted price or duration, or refuse to proceed with the Services.

A booking is only confirmed when Acton Cleaner issues a booking confirmation. The confirmation may set out the agreed date, time window, estimated duration, services to be performed, and the applicable charges. Any requested changes after confirmation are subject to availability and may result in changes to the price.

4. Access to Premises

The Customer is responsible for providing safe and timely access to the Premises at the agreed time. This may include arranging keys, entry codes, parking access, or ensuring someone is present to admit the Cleaner.

If the Cleaner is unable to gain access or commence work due to the Customer’s act or omission, including unavailability, incorrect address, or lack of keys or access codes, Acton Cleaner may charge a call-out or cancellation fee as set out in these Terms and Conditions.

The Customer must ensure that the Premises are reasonably clear and accessible for cleaning. Excessive clutter, hazardous materials, or conditions that prevent normal cleaning may result in partial performance, additional charges, or refusal of service.

5. Customer Obligations

The Customer agrees to:

Provide accurate information at the time of booking and advise Acton Cleaner promptly of any changes.

Ensure safe working conditions at the Premises, including adequate lighting, ventilation, and running water and electricity where required.

Inform Acton Cleaner of any fragile, valuable, or delicate items and any surfaces or materials that require special care or non-standard cleaning products.

Comply with all applicable laws and regulations relating to the Premises and the Services, including health and safety rules and waste regulations.

6. Prices and Quotations

Prices may be given as fixed fees, hourly rates, or estimated charges based on the information provided by the Customer. Unless expressly stated otherwise, prices are exclusive of any additional charges such as parking fees or congestion charges, which may be added to the final invoice where applicable.

Any quotation is based on the description of the Premises and the Services required. If, upon arrival, the Cleaner finds that the property is larger than described, in significantly worse condition, or requires additional work, Acton Cleaner may adjust the quotation, modify the scope of work, or request the Customer’s agreement to additional charges before proceeding.

Acton Cleaner reserves the right to review its prices periodically and to adjust charges to reflect changes in costs, taxation, or operational requirements. Any price changes for ongoing or regular services will be communicated to the Customer in advance.

7. Payments

Payment terms will be specified in the booking confirmation or invoice. Acton Cleaner may require payment in advance, on the day of service, or within a specified period following the date of the invoice, depending on the nature of the booking and the Customer’s account status.

Accepted payment methods will be communicated to the Customer, and may include payment by card, bank transfer, or other authorised methods. Cash payments may be accepted only where expressly agreed and subject to Acton Cleaner’s current policies.

Where payment is not received by the due date, Acton Cleaner may suspend further services, charge interest on overdue amounts at the statutory rate, and recover any additional reasonable costs incurred in enforcing payment.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by providing reasonable notice prior to the scheduled start time. The required notice period and any applicable fees will be specified in the booking confirmation or as notified by Acton Cleaner from time to time.

Where the Customer cancels or reschedules with less than the required notice, Acton Cleaner may charge a late cancellation fee, which may be up to the full amount of the scheduled service, to cover the cost of lost time and allocated resources.

If the Cleaner is prevented from carrying out the Services due to lack of access, unsafe conditions, or other circumstances attributable to the Customer, this may be treated as a late cancellation and charged accordingly.

Acton Cleaner reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to staff illness, severe weather, operational issues, or events beyond its reasonable control. In such cases, Acton Cleaner will seek to provide as much notice as reasonably possible and will offer an alternative appointment or a refund for any prepaid services that cannot be delivered. Acton Cleaner will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

9. Service Quality and Complaints

Acton Cleaner aims to provide services with reasonable skill and care in accordance with industry standards. The Customer should inspect the work as soon as reasonably possible after completion of the Services.

If the Customer is dissatisfied with any aspect of the Services, they should notify Acton Cleaner promptly, usually within 24 hours of the service, and provide details and, where appropriate, evidence of the issue. Acton Cleaner may arrange for a re-visit or take reasonable steps to address the matter, provided that the complaint is justified and relates directly to the Services rendered.

Acton Cleaner’s obligation in the event of a justified complaint is limited to rectifying the problem or, at its discretion, offering a partial refund or credit. This does not affect any statutory rights that the Customer may have under consumer protection laws.

10. Liability and Insurance

Acton Cleaner will exercise reasonable skill and care in providing the Services and will maintain appropriate insurance cover in respect of its legal liabilities for property damage and personal injury arising from its activities.

Acton Cleaner’s total liability for any loss or damage, whether in contract, tort, or otherwise, arising out of or in connection with the Services, shall not exceed the total charges paid or payable by the Customer for the specific service in question, except where such limitation is not permitted by law.

Acton Cleaner will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of use, or loss of opportunity. Acton Cleaner will not be liable for pre-existing damage, normal wear and tear, discolouration, or damage resulting from inherent defects, poor condition of surfaces or materials, or the use of customer-supplied products or equipment.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited under UK law.

11. Customer Property and Security

The Customer is responsible for securing valuables, cash, jewellery, and confidential documents before the Services commence. Acton Cleaner does not accept responsibility for any loss of items that are not securely stored or that are not directly attributable to the actions of its Cleaners.

Where keys are entrusted to Acton Cleaner, reasonable care will be taken to safeguard and use them only for the purpose of performing the Services. Key handling procedures will be in accordance with Acton Cleaner’s internal policies. The Customer should promptly inform Acton Cleaner of any change in access arrangements.

12. Waste Handling and Environmental Regulations

Acton Cleaner will manage waste generated during the provision of the Services in accordance with applicable UK waste and environmental regulations. General household and non-hazardous waste may be bagged and left in designated on-site waste or recycling receptacles at the Premises, as agreed with the Customer.

Acton Cleaner does not ordinarily provide off-site removal or transportation of large volumes of waste, bulky items, construction debris, hazardous waste, or electrical items, unless expressly agreed in advance and subject to appropriate licences, fees, and arrangements.

The Customer is responsible for ensuring that any special or hazardous waste is properly identified and handled in compliance with relevant regulations. Acton Cleaner reserves the right to refuse to handle or remove any waste that it reasonably believes to be hazardous, improperly contained, or outside the agreed scope of the Services.

13. Use of Customer Equipment and Products

Unless otherwise agreed, Acton Cleaner may supply its own cleaning materials and equipment suitable for general cleaning tasks. Where the Customer requests or requires the use of their own products or equipment, this is at the Customer’s own risk, and Acton Cleaner will not be responsible for any damage or unsatisfactory results arising from their use.

The Customer must ensure that any equipment they supply is safe, in good working order, and compliant with applicable safety standards. Acton Cleaner may decline to use any equipment it considers unsafe or inappropriate.

14. Health and Safety

Acton Cleaner is committed to maintaining high standards of health and safety. Cleaners are instructed to follow health and safety guidelines and to refuse tasks that they reasonably consider unsafe or that involve working at excessive heights or in unsafe areas.

The Customer must disclose any known health and safety risks at the Premises and must not ask or permit the Cleaner to perform tasks that fall outside safe working practices or that breach health and safety laws.

15. Force Majeure

Acton Cleaner shall not be 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, power outages, strikes, epidemics, or other disruptions. In such cases, Acton Cleaner will endeavour to resume the Services as soon as reasonably practicable.

16. Data Protection and Privacy

Acton Cleaner may collect and process personal data about the Customer and, where applicable, key holders or authorised contacts, for the purpose of administering bookings, delivering the Services, and managing the customer relationship. Any such processing will be carried out in accordance with applicable UK data protection laws.

Acton Cleaner will take reasonable steps to keep personal data secure and will only retain it for as long as necessary for the purposes for which it was collected or as required by law.

17. Amendments to these Terms

Acton Cleaner may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or its operational requirements. The latest version will apply to all new bookings. Where there are material changes affecting ongoing or recurring services, Acton Cleaner will provide reasonable notice to the Customer.

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 the Services provided by Acton Cleaner, except where mandatory consumer protection laws provide otherwise.

19. General Provisions

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.

No failure or delay by Acton Cleaner in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.

The Agreement is between Acton Cleaner and the Customer and may not be assigned or transferred by the Customer without the prior written consent of Acton Cleaner. Acton Cleaner may assign or subcontract any of its rights or obligations under the Agreement, provided that this does not materially reduce the standard of the Services.

By confirming a booking or allowing the Services to proceed, the Customer acknowledges acceptance of these Terms and Conditions.