Colliers Wood Cleaners Terms and Conditions of Service

These Terms and Conditions set out the basis on which Colliers Wood Cleaners provides cleaning services to residential and commercial clients within its operating areas in the United Kingdom. By making a booking, using our services, or allowing our cleaners access to your premises, you confirm that you have read, understood, and 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 means any individual or business who places a booking for cleaning services with Colliers Wood Cleaners.

Company means Colliers Wood Cleaners, the provider of the cleaning services.

Services means any cleaning or related services supplied by the Company to the Client.

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

Cleaner means any employee, subcontractor, or representative engaged by the Company to deliver the Services.

2. Scope of Services

The Company provides professional cleaning services, which may include regular domestic cleaning, end of tenancy cleaning, one-off deep cleans, office and commercial cleaning, and certain specialist cleaning services, as agreed at the time of booking. The specific scope, frequency, and nature of the Services will be confirmed in the booking confirmation.

The Company reserves the right to decline or discontinue Services where the conditions at the Premises present a health and safety risk, involve hazardous materials, or fall outside the Company’s standard service offering.

3. Booking Process

3.1 Bookings may be made through our online enquiry forms or other communication channels specified by the Company from time to time.

3.2 The Client is responsible for providing accurate information including the size and condition of the Premises, type of property, specific requirements, access instructions, and any relevant health and safety information.

3.3 Any quotation provided by the Company is based on the information supplied by the Client and is an estimate only. The Company reserves the right to adjust the quotation or final price if the information provided was incomplete, inaccurate, or if the condition of the Premises requires additional time, materials, or personnel.

3.4 A booking is considered confirmed only when the Company has issued confirmation specifying the date, time window, and estimated duration of the Service. The Company may, at its discretion, require a deposit to secure the booking.

3.5 The Client must ensure that an authorised person is available to provide access to the Premises at the agreed time or that suitable arrangements such as key access have been agreed in advance.

4. Access to the Premises

4.1 The Client shall ensure that the Premises are accessible at the agreed time. If the Cleaner is unable to gain access due to incorrect instructions, absence of keys, or other access issues caused by the Client, the visit may be charged in full or a call-out fee may apply.

4.2 The Client is responsible for securing valuables, cash, and sensitive documents before the Service starts. The Company will not accept responsibility for loss of items that were not safely stored or cannot be evidenced as missing due to the conduct of the Cleaner.

4.3 Where key holding is agreed, the Company will take reasonable steps to store keys securely. The Company shall not be liable for any loss arising from keys being provided to the Cleaner for the purposes of delivering the Services, except where such loss results directly from the Company’s negligence.

5. Client Obligations

5.1 The Client must provide a safe working environment, including running water, electricity, adequate lighting, and safe access to all areas to be cleaned.

5.2 The Client must notify the Company of any fragile, valuable, or delicate items, surfaces, or materials that require special care or must not be cleaned with certain products or methods.

5.3 The Client shall not instruct the Cleaner to provide any services that fall outside the agreed scope or that may breach health and safety regulations, including the handling of hazardous substances or waste.

6. Payments and Pricing

6.1 The Client agrees to pay the charges for the Services as communicated by the Company at the time of booking or subsequently confirmed in writing.

6.2 Prices may be provided as an hourly rate, fixed fee, or per-job estimate, depending on the type of Service. The Company reserves the right to review and adjust its pricing from time to time, including for ongoing regular services. Any changes to recurring service rates will be communicated in advance.

6.3 Payment terms will be confirmed as part of the booking process. The Company may require full or partial payment in advance, particularly for one-off or end of tenancy cleans, or for larger commercial jobs.

6.4 Where payment is due on completion, the Client must ensure that funds are available and payment is made on the same day, unless otherwise agreed.

6.5 If payment is not received by the due date, the Company may charge interest on the overdue amount and may suspend or cancel any future Services until the outstanding balance is settled. The Company reserves the right to recover any reasonable costs of debt collection.

7. Cancellations and Amendments

7.1 The Client may cancel or reschedule a booking by giving the Company notice. The required notice period will typically be at least 24 hours before the scheduled time of the Service for standard domestic visits and may be longer for larger or specialist jobs. The specific notice requirement will be outlined at the time of booking.

7.2 If the Client cancels or significantly amends a booking with less than the required notice period, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the scheduled Service.

7.3 If the Client fails to provide access, or if the Cleaner is unable to proceed with the Service due to circumstances within the Client’s control, this may be treated as a late cancellation and charged accordingly.

7.4 The Company may cancel or reschedule a booking due to reasons including staff illness, severe weather, access issues beyond its control, or other unforeseen circumstances. In such cases, the Company will aim to offer an alternative appointment at the earliest convenient time. The Company will not be liable for any indirect losses arising from such cancellations.

8. Service Standards and Complaints

8.1 The Company aims to provide Services with reasonable care and skill and to meet commonly accepted professional standards in the cleaning industry.

8.2 If the Client is unhappy with any aspect of the Service, they must notify the Company as soon as reasonably possible, ideally within 24 hours of completion. The Company may request photographic evidence or a detailed description of the issue.

8.3 Where a complaint is justified and directly related to the quality of the Service, the Company may, at its discretion, offer a re-clean of the affected area or a partial refund. Any re-clean will be limited to the specific areas and issues identified.

8.4 The Company will not be responsible for pre-existing damage, ingrained stains, fair wear and tear, or issues that could not reasonably be improved by the cleaning methods used.

9. Liability and Insurance

9.1 The Company will take reasonable care when delivering the Services and holds appropriate public liability insurance in respect of claims arising from its negligence.

9.2 The Company’s total liability for any loss or damage arising from or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the value of the individual booking during which the incident occurred or the amount recoverable under the Company’s insurance policy, whichever is lower.

9.3 The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, or loss of enjoyment arising out of or in connection with the Services.

9.4 The Company will not be liable for damage caused by defective materials, faulty equipment supplied by the Client, or structural defects at the Premises, including but not limited to loose tiles, poorly fitted fixtures, or worn carpets.

9.5 The Client must report any alleged loss or damage as soon as reasonably practicable and in any event within 48 hours of completion of the relevant Service visit, to allow the Company to investigate.

10. Cleaning Materials and Equipment

10.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment required to perform the Services.

10.2 Where the Client provides products or equipment, the Client is responsible for ensuring that they are safe, fit for purpose, and suitable for the surfaces to be cleaned. The Company will not be liable for damage arising from the use of Client-supplied materials or faulty equipment.

10.3 The Company may refuse to use certain products or equipment if it reasonably believes they are unsafe or inappropriate.

11. Waste Handling and UK Regulations

11.1 The Company will handle general household and office waste encountered in the course of cleaning in a safe and lawful manner, in accordance with applicable UK waste and environmental regulations.

11.2 The Services do not include the removal or disposal of large volumes of waste, bulky items, construction debris, hazardous substances, clinical waste, or controlled waste streams unless expressly agreed in writing and compliant with relevant regulations.

11.3 The Client is responsible for ensuring that any waste requiring special handling, permits, or licensed carriers is managed in accordance with UK law. The Company reserves the right to refuse handling of any materials it reasonably believes may breach waste regulations or pose a risk to health and safety.

11.4 Where the Company agrees to remove certain waste from the Premises, it will do so in compliance with its legal obligations, including duty of care for waste transfer, and may charge additional fees for transport and disposal.

12. Health and Safety

12.1 The Company is committed to maintaining high standards of health and safety for its staff, Clients, and the public.

12.2 The Client must notify the Company in advance of any hazards at the Premises, including but not limited to loose wiring, damaged flooring, infestations, or the presence of hazardous substances.

12.3 Cleaners are instructed not to move heavy furniture or items that may present a manual handling risk without appropriate equipment or support. The Client should not request activities that compromise the Cleaner’s safety.

13. Fair Use and Reasonable Access

13.1 Service times and outcomes are based on reasonable access to the areas to be cleaned. If rooms or surfaces are excessively cluttered or obstructed, the Cleaner may not be able to clean all areas within the booked time.

13.2 The Company does not guarantee the removal of all stains or marks, especially where they are longstanding, caused by permanent damage, or incompatible with safe cleaning methods.

14. Confidentiality and Data Protection

14.1 The Company will treat Client information confidentially and will only use personal data as necessary to provide the Services, manage bookings, process payments, and comply with legal obligations.

14.2 The Company will take reasonable steps to protect personal data in line with applicable UK data protection laws.

15. Termination of Ongoing Services

15.1 For regular ongoing cleaning arrangements, either party may terminate the agreement by giving the other party reasonable notice, typically not less than 14 days, unless a different period has been agreed in writing.

15.2 The Company may terminate or suspend Services with immediate effect if the Client fails to pay sums due, behaves abusively towards staff, creates unsafe conditions, or otherwise breaches these Terms and Conditions.

16. Variations to These Terms

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

16.2 The current version of the Terms and Conditions will apply to each booking. Where changes materially affect ongoing regular Clients, reasonable notice of the updated terms will be provided.

17. Governing Law and Jurisdiction

17.1 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.

17.2 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 the provision of the Services.

18. Severability

18.1 If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted.

18.2 Any such modification or deletion shall not affect the remaining provisions, which shall continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with any written booking confirmation or written variations agreed between the Company and the Client, constitute the entire agreement between the parties in relation to the Services and supersede any prior agreements, understandings, or arrangements.

19.2 The Client acknowledges that they have not relied on any statement, promise, or representation made or given by or on behalf of the Company which is not set out in these Terms and Conditions.