Deep Deep Cleaning Terms and Conditions of Service
These Terms and Conditions set out the basis on which Deep Deep Cleaning provides cleaning services to residential and commercial clients within its operating areas in the United Kingdom. By requesting, confirming or allowing the commencement of any cleaning service, you 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 the person, business or organisation requesting or receiving the services from Deep Deep Cleaning.
Company, we, us or our means Deep Deep Cleaning.
Services means any cleaning, deep cleaning, end of tenancy cleaning, carpet or upholstery cleaning, one off or regular cleaning, or related services supplied by the Company.
Service Area means the locations within the United Kingdom in which the Company offers its services from time to time.
Booking means a confirmed appointment for Services agreed between the Client and the Company.
2. Scope of Services
The Company provides professional cleaning services for domestic and commercial premises within its Service Area. The specific tasks, duration and frequency of the Services will be agreed with the Client at the time of Booking and confirmed in writing where appropriate.
Unless otherwise agreed, Services are limited to the tasks and areas expressly described in the Booking confirmation or service description. Certain specialised services, such as external window cleaning at height, hazardous material removal, pest control or major waste removal, fall outside the standard scope and may require separate arrangements or the involvement of specialist contractors.
3. Booking Process
Clients may request a quotation and make a Booking via the Company’s approved booking channels. All Bookings are subject to availability and acceptance by the Company.
When making a Booking, the Client must provide accurate information, including property type, size, access details, parking availability, and any particular requirements. The Company relies on this information to estimate the time, resources and price required. If information is inaccurate or incomplete, the Company reserves the right to adjust the price, amend the scope of Services, or decline the Booking.
A Booking is considered confirmed when the Company has accepted the request and, where required, the Client has paid any specified deposit or prepayment. The Company may send a summary of the Booking details, including date, approximate time of arrival, expected duration and price estimate.
For larger or specialist jobs, the Company may require an on site assessment prior to confirming the Booking. Any quotation given following such an assessment will generally be valid for a limited period, which will be stated at the time of quotation.
4. Access to the Property
The Client is responsible for providing safe, timely and reasonable access to the property at the agreed time. This includes arranging keys, codes or the presence of an authorised person to grant entry. If cleaners are unable to gain access, waiting time and any wasted journey may be chargeable.
Where keys are provided to the Company, they will be securely stored and used only for the purpose of carrying out the Services. The Client is responsible for ensuring that any alarm systems are disarmed or appropriate instructions are provided. The Company will not be liable for false alarms or associated charges arising from incomplete or incorrect instructions.
5. Client Obligations and Preparation
The Client must ensure that the property is reasonably accessible, safe and in a condition that allows the Services to be carried out efficiently. This may include moving small items from surfaces, securing valuables, and notifying the Company in advance of any fragile or high value items.
The Client must inform the Company of any known risks or hazards at the property, including faulty electrical fittings, broken glass, loose fixtures, contaminated areas or other health and safety concerns. The Company reserves the right to withdraw its staff and suspend Services if conditions are deemed unsafe.
The Client should ensure that there is running water, electricity and adequate lighting available at the property. If these essential utilities are not available, the Company may not be able to complete the work and may treat the Booking as a late cancellation.
6. Equipment and Cleaning Materials
Unless otherwise agreed, the Company will supply its own cleaning equipment and products that are appropriate for the Services. The Client must notify the Company in advance of any allergies, sensitivities or restrictions on the use of particular cleaning products.
If the Client requests the use of their own equipment or products, the Company is not responsible for any damage or ineffective results arising from their use. The Client is responsible for ensuring that any equipment provided by the Client is safe, fit for purpose and complies with applicable regulations.
7. Pricing and Payment Terms
Prices may be quoted on an hourly basis, per job, per visit or according to a fixed service package. Unless expressly stated otherwise, all prices are in pounds sterling and inclusive of applicable taxes.
The Company will advise the Client whether Services are charged at a fixed price or based on actual time spent. Where a fixed price is agreed, it is based on the information provided at the time of Booking. If the actual condition of the property is significantly different from that described, the Company may revise the price or limit the scope of work to match the agreed fee.
Payment terms will be confirmed at the time of Booking. The Company may require full or partial payment in advance, or payment on completion of the Services. For ongoing or commercial contracts, the Company may issue periodic invoices with specified payment due dates.
If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount and to suspend or cancel further Services until payment is brought up to date. The Client is responsible for all costs reasonably incurred in recovering overdue amounts.
8. Cancellations, Rescheduling and Late Access
The Client may request to cancel or reschedule a Booking by giving reasonable notice to the Company. Specific notice periods and any related charges will be communicated at the time of Booking, but the Company generally requires a minimum notice period to avoid a late cancellation fee.
If the Client cancels or reschedules with less than the required notice, the Company may charge a cancellation fee, which may be up to the full amount of the scheduled Service, depending on the circumstances and any costs already incurred.
If the Company is unable to access the property at the agreed time, or if essential utilities are unavailable, this may be treated as a late cancellation by the Client and may incur a charge.
In the rare event that the Company needs to cancel or reschedule a Booking, it will provide as much notice as reasonably possible and will offer an alternative appointment. The Company will not be liable for any indirect losses that may result from such changes.
9. Quality of Service and Complaints
The Company aims to provide a high standard of cleaning services tailored to the specific needs of properties within its Service Area. If the Client is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, ideally within 24 hours of the Service.
Where a complaint is justified and directly related to the standard of cleaning, the Company may, at its discretion, arrange to re attend the property to rectify the issue or offer an appropriate adjustment. The Client must allow the Company reasonable opportunity to inspect and put right any matters complained of.
10. Liability and Limitations
The Company will exercise reasonable skill and care in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.
The Company is not liable for normal wear and tear, pre existing damage, defective materials, or deterioration that could not have been prevented by reasonable cleaning. The Client should highlight any delicate, unstable or particularly valuable items prior to the commencement of the Services.
Where the Company is found liable for loss or damage to the Client’s property caused by its negligence, such liability will, to the extent permitted by law, be limited to the cost of repair or replacement of the damaged item, taking into account age and condition, and subject to any applicable insurance policy terms.
The Company is not liable for any indirect, consequential or economic losses, including loss of profit, loss of business, or loss of opportunity, arising from the provision or non provision of the Services.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law.
11. Insurance
The Company maintains appropriate insurance cover for its cleaning activities in the United Kingdom. Details of insurance cover can be made available upon reasonable request. The Client is responsible for maintaining adequate insurance for their own property and contents.
12. Waste Handling and Environmental Compliance
The Company will handle and dispose of general domestic and light commercial waste generated in the normal course of cleaning in accordance with applicable UK waste and environmental regulations.
The Services do not normally include the removal of large quantities of waste, bulky items, builder’s rubble, hazardous substances, clinical waste, or electrical items, unless this has been expressly agreed in advance and is compliant with relevant regulations. The Client must not request or permit the Company’s staff to remove or dispose of any waste in a manner that would breach local or national waste laws.
Where additional waste removal services are requested, the Company may apply supplementary charges and may require the use of licensed waste carriers. The Client remains responsible for any waste present at the property that falls outside the scope of the agreed Services.
13. Health and Safety
The Company takes health and safety obligations seriously and will operate in accordance with applicable legislation and best practice. The Client must not request any task that may endanger the health or safety of the Company’s staff, including work at unsafe heights, handling of hazardous substances, or work in unsafe environments.
If at any time the Company’s staff consider that a situation is unsafe, they are authorised to refuse or discontinue the relevant task. The Company will inform the Client of any such concerns.
14. Staff and Non Solicitation
The Company invests in recruiting and training its cleaning staff. The Client agrees not to directly employ, engage or solicit any member of the Company’s staff for private work during the term of the Services and for a reasonable period thereafter, unless expressly agreed with the Company.
If the Client breaches this non solicitation provision, the Company may seek reasonable compensation to reflect the costs of recruitment, training and loss of business.
15. Personal Data and Privacy
The Company will collect and process personal data relating to Clients in order to arrange and carry out the Services, manage accounts and comply with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.
The Company will take reasonable steps to keep personal data secure and will not sell or disclose it to third parties except as necessary to deliver the Services, process payments, comply with the law, or where the Client has given consent.
16. Changes to Services or Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, internal processes or service offerings. The current version will apply to all new Bookings and, where reasonable, to ongoing Services after the Client has been notified.
The Company may also modify or discontinue certain Services in particular locations within its Service Area. Where such changes affect existing Bookings, the Company will notify affected Clients and offer alternative arrangements where possible.
17. Force Majeure
The Company will not be liable for any delay or failure in performing its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including severe weather, public transport disruptions, strikes, pandemics, accidents, or other force majeure events. In such cases, the Company will use reasonable efforts to rearrange the Services.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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, except that the Company reserves the right to bring proceedings in any other court of competent jurisdiction where appropriate.
19. Entire Agreement
These Terms and Conditions, together with any written service description or quotation provided by the Company and accepted by the Client, constitute the entire agreement between the parties in relation to the Services. They supersede any prior understandings, representations or agreements, whether oral or written.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Any failure by the Company to enforce any right or provision shall not be deemed a waiver of such right or provision.
By placing a Booking with Deep Deep Cleaning, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.