Kingston Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Kingston Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to start work, you agree to these terms. Please read them carefully before placing a booking. This page is intended to be a clear legal statement of service expectations, including how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities each party has during a cleaning appointment.

For the purposes of these terms, references to “we”, “us”, and “our” mean Kingston Cleaner, and references to “you” and “your” mean the customer receiving the cleaning service. These terms apply to all standard cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, and any other cleaning service arranged under the Kingston Cleaner name, unless a separate written agreement states otherwise. Where a specific service has additional conditions, those conditions will apply alongside these terms.

Nothing in these Terms and Conditions affects your statutory rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force. We may update these terms from time to time to reflect legal, operational, or service changes. The version in force at the time of your booking will apply to that booking unless a revised version is agreed in writing.

Booking process

All bookings with Kingston Cleaner are subject to availability and confirmation. A booking request may be made by any accepted method of communication we use for service arrangements. A request does not become a confirmed booking until we have reviewed the details, accepted the job, and issued a confirmation. We may ask for information needed to assess the work, such as property type, room count, access conditions, cleaning priorities, parking restrictions, and any special requirements. Accurate information is essential because pricing, scheduling, staffing, and equipment needs are based on the details you provide.

When booking Kingston cleaning services, you must ensure that the information supplied is complete and correct. If the actual condition, size, or scope of work differs from what was described, we may revise the price, change the duration, or, where necessary, decline to carry out the service. If we arrive and cannot complete the cleaning because access is restricted, utilities are unavailable, or the premises are unsafe, the booking may be treated as cancelled by you and charges may apply. We may also request photos or further clarification before confirmation so that the agreed cleaning service is suitable for the property and the assigned time slot.

A confirmed appointment is based on the date, estimated duration, and service scope stated in our booking confirmation. While we make every reasonable effort to keep to scheduled times, arrival times are estimates and may be affected by traffic, weather, prior job overruns, or unforeseen operational issues. If we anticipate a delay, we will aim to notify you as soon as reasonably possible. Please ensure that someone authorised to grant access is available at the appointment time unless alternative access has been agreed in advance.

Payments

Payment terms will be stated at the time of booking or in the booking confirmation. Unless agreed otherwise, payment is due on completion of the service or before the appointment in the case of prepaid services. We may require a deposit, card pre-authorisation, or full advance payment for certain bookings, including large jobs, repeat visits, short-notice work, or appointments involving specialist equipment. Prices may be quoted as fixed fees or estimated fees depending on the information available at the time of booking. Any estimate is based on the details supplied and may change if the actual work differs materially from the original description.

All cleaning charges must be paid in full without set-off, deduction, or withholding unless we agree in writing. If payment is not received on time, we may suspend future bookings, charge reasonable recovery costs, or charge interest on overdue sums at the statutory rate permitted under UK law. Where an invoice is issued, payment must be made by the due date stated on the invoice. If a payment card fails, is declined, or is reversed after completion of the service, you remain responsible for settling the outstanding amount. Any disputed invoice should be raised promptly and with enough detail to allow us to review the matter fairly.

Changes to the booking

You may request changes to the service date, time, or scope, but such changes are subject to availability and may affect the price. We will confirm whether any amendment is accepted before the booking is updated. If you request additional tasks on the day, these may only be carried out if time, staffing, and equipment allow. Additional work may incur extra charges. For recurring Kingston Cleaner service arrangements, we may adjust the schedule or frequency if operational requirements or property conditions change.

Cancellations and non-attendance

You may cancel a booking by giving us reasonable notice. If you cancel with sufficient notice, no cancellation fee may apply, unless a deposit has been taken and the deposit is stated as non-refundable. Cancellations made at short notice may be charged in part or in full if we have already reserved staff, equipment, or travel time for your appointment. If we arrive at the property and are unable to gain access, or the appointment cannot proceed due to reasons within your control, this may be treated as a late cancellation or failed visit. Kingston cleaning appointments that require special preparation may be subject to stricter cancellation terms, which will be explained at the time of booking if applicable.

If we need to cancel or reschedule, we will use reasonable efforts to offer an alternative appointment. We are not responsible for losses caused by a cancellation or rescheduling where the reason is outside our reasonable control, including severe weather, transport disruption, illness, or emergency operational issues. Where we cancel a prepaid booking and no suitable alternative is accepted, we will refund the unused service amount in accordance with our refund process. Any refund will cover only the service element paid for and not any indirect costs unless required by law.

Liability and property condition

We will provide our cleaning services with reasonable skill and care. However, you acknowledge that cleaning can involve contact with surfaces, fabrics, fixtures, and fittings that may already be worn, damaged, delicate, or improperly installed. We are not liable for pre-existing defects, hidden faults, or deterioration that becomes apparent during or after cleaning. This includes discoloration, loose fittings, damaged sealant, brittle materials, faulty appliances, or surfaces that were already compromised before our attendance. If you are aware of fragile items, sensitive materials, or areas that require special handling, you must inform us in advance.

We will not be liable for loss or damage caused by your failure to provide accurate information, secure valuables, remove dangerous items, or disclose known hazards. You should store cash, jewellery, documents, and other valuable items securely before the appointment. Unless we have expressly agreed otherwise, we are not responsible for moving heavy furniture, lifting fixed appliances, accessing lofts, climbing unsafe structures, or handling hazardous substances. Where we agree to move items as part of the service, we will do so with reasonable care, but you accept that some items may be too fragile or too heavy to move safely.

Our total liability to you in connection with any cleaning service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where such limitation is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under English law. We are not liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity arising from or connected to the service.

Quality, complaints, and re-attendance

If you believe part of the service has not been carried out to a reasonable standard, you must notify us within a reasonable time after completion and provide sufficient detail for us to investigate. Where appropriate, and at our discretion, we may offer a re-attendance to address specific issues that are directly related to the original service scope. A re-attendance will not be offered for matters outside the original booking, for issues caused after completion, or where the property condition prevents remedial work from being effective. Any complaint must be supported by factual information so that we can assess whether the issue concerns service quality, property condition, or a misunderstanding of the agreed scope.

We may refuse further work if a property becomes unsafe, abusive behaviour is directed at our staff, or the agreed terms are repeatedly breached. Any Kingston cleaning service may be paused or ended if our operatives are put at risk or if the service cannot be performed safely and lawfully.

Waste regulations and disposal

Our cleaning services are designed for routine domestic and commercial cleaning waste only, such as packaging, dust, non-hazardous debris, and general refuse arising directly from the agreed service. We do not provide specialist waste removal, hazardous waste collection, or disposal of regulated materials unless this is expressly agreed and lawfully permitted. You remain responsible for ensuring that waste generated at the property is handled in line with applicable UK waste regulations. Any removal of refuse by us will be limited to what is lawful, safe, and included in the booked service.

You must tell us in advance if the property contains sharp objects, bodily fluids, needles, mould contamination, asbestos, chemicals, medical waste, or other potentially hazardous substances. We may refuse to clean any area containing materials that cannot be safely handled under standard cleaning procedures. If waste is present that requires specialist handling, we may stop work and charge for time already spent on site. You must not ask our staff to dispose of materials in a way that would breach environmental law, local waste rules, or duty-of-care requirements.

Where waste bags, boxes, or other items are removed as part of the cleaning appointment, title to those items transfers only where it is lawful for us to accept them and only to the extent they are clearly identified as waste. We do not accept responsibility for the contents of bags or containers not inspected by us. If you require any unusual disposal arrangement, it must be agreed before the appointment and may incur additional charges.

Access, utilities, and customer responsibilities

You must ensure that we have safe access to the property at the agreed time. This includes arranging entry, providing any necessary keys, fobs, codes, parking permission, or escort arrangements, and ensuring that the property is reasonably ready for cleaning. Utilities such as water and electricity must be available unless the booking was specifically arranged on another basis. If essential utilities are unavailable, the service may be reduced, delayed, or cancelled with charges applying. You are also responsible for securing pets, informing us of alarm systems, and warning us about any risks that could affect the service.

We are entitled to assume that any person at the property who appears authorised to give instructions may do so unless we are told otherwise. If you ask us to prioritise certain rooms or tasks, our team will use reasonable judgment based on the time available and the agreed service level. We reserve the right to decline tasks that are unsafe, illegal, or outside the normal scope of a cleaning service. We may also refuse to use products or methods that we believe could damage surfaces or create a safety issue.

Insurance and force majeure

We maintain insurance cover that is appropriate for the nature of our service, subject to the conditions and exclusions of the policy in force from time to time. Insurance does not extend to losses caused by your negligence, inaccurate instructions, or failure to take reasonable precautions to protect your property. We shall not be liable for delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including fire, flood, pandemic-related restrictions, industrial action, transport disruption, government action, or utility failure. In such cases, the affected obligations will be suspended for the duration of the event.

Governing law and general provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of Kingston Cleaner services, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory law requires otherwise. If any provision of these terms is found invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it enforceable, and the rest of the terms shall remain effective.

We may assign or subcontract part of the service where this is necessary for operational reasons, provided that the quality and scope of the agreed work are not materially reduced. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. A person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. These terms constitute the entire agreement between you and us in relation to the relevant cleaning booking, unless a written amendment has been agreed.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a fair and practical framework for the supply of Kingston cleaning services while protecting both parties and ensuring that all work is carried out safely, lawfully, and with reasonable care.