Terms And Conditions

Merton Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Cleaners provides cleaning services to residential and commercial customers. By making a booking or allowing our cleaners to attend your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

Definitions

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

Company means Merton Cleaners.

Customer means any individual, business, or organisation that books or receives services from the Company.

Services means cleaning and related services provided by the Company, whether one-off, periodic, or under an ongoing arrangement.

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

Cleaner means any employee, worker, contractor, or representative of the Company who carries out the Services.

Scope of Services

The Company provides domestic and commercial cleaning and related services within its service area. The exact scope of work for each booking will be agreed at the time of booking, either as a standard package or a customised service.

Any additional tasks requested on the day of service may be carried out at the Companys discretion and may be subject to additional charges. The Customer acknowledges that cleaning results depend on the condition of the Premises and that certain stains, marks, or build-up may not be fully removable.

Booking Process

Bookings can be made by the Customer through the Companys accepted booking channels. By placing a booking, the Customer confirms that they are at least 18 years old and authorised to arrange access to the Premises.

At the time of booking, the Customer will be asked to provide accurate details about the Premises, including size, number of rooms, type of property, and any special requirements. The Company will rely on this information to estimate the duration and cost of the Services.

The Company reserves the right to revise the booking or quotation if the information provided by the Customer is incomplete or inaccurate, or if the Premises are in a significantly different condition than described.

Bookings are subject to availability. The Company will make reasonable efforts to accommodate the Customers preferred date and time but cannot guarantee specific appointment slots. The Company will confirm the booking details with the Customer prior to the scheduled service.

Access to the Premises

The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed time. This includes arranging keys, access codes, parking permissions, or entry via reception or concierge where applicable.

Any waiting time, inability to access the Premises, or delays caused by the Customer may be charged as part of the service time or as an additional fee. If access cannot be gained within a reasonable period, the Company may treat the booking as cancelled by the Customer and apply the relevant cancellation charges.

Customer Obligations

The Customer agrees to:

Ensure that the Premises are reasonably tidy and accessible so that the Cleaner can carry out the agreed Services effectively.

Secure valuables, confidential documents, and fragile items before the commencement of the Services.

Inform the Company of any hazards, defects, delicate surfaces, or items requiring special care.

Provide access to water and electricity as reasonably required to perform the Services.

Not request or encourage the Cleaner to undertake any illegal activity or any task that is unsafe or outside the agreed scope of Services.

Company Obligations

The Company will provide the Services with reasonable skill and care, in accordance with industry practice and these Terms and Conditions. The Company will take reasonable steps to ensure that Cleaners are properly vetted and trained for the type of work they perform.

The Company reserves the right to change the assigned Cleaner or team at any time, whether on a temporary or permanent basis. Such changes will not affect the Customers obligations under these Terms and Conditions.

Cleaning Materials and Equipment

Unless otherwise agreed in writing, the Company will provide the cleaning products and equipment necessary to perform the Services. If the Customer prefers or requires the use of specific products, this must be agreed in advance. The Customer accepts responsibility for any consequences arising from the use of Customer-supplied products.

The Company will not be responsible for any damage or reduced cleaning effectiveness caused by unsuitable or defective equipment or products supplied by the Customer.

Pricing and Quotations

Prices for Services may be based on hourly rates, fixed fees, or agreed packages. Any quotation provided by the Company is based on the information supplied by the Customer and is not binding if the actual condition, size, or access to the Premises differs materially from that description.

The Company reserves the right to adjust prices periodically. For regular or ongoing Services, the Company will inform the Customer of any price changes with reasonable notice. Continued use of the Services after the effective date of the change will constitute acceptance of the new prices.

Payments

Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or may allow payment on completion, depending on the type of service and the Customers history with the Company.

Accepted methods of payment will be communicated to the Customer. The Customer must ensure that payment is made in full by the due date. The Company reserves the right to withhold Services, or to cancel future bookings, if previous invoices remain unpaid.

Where payment is not received by the due date, the Company may charge interest and recovery costs as permitted by applicable law. The Customer will be responsible for all reasonable costs incurred by the Company in recovering overdue sums.

Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the minimum notice specified by the Company at the time of booking. If insufficient notice is given, the Company may charge a cancellation fee up to the full price of the scheduled Service.

If the Cleaner is unable to attend due to circumstances beyond the Companys control, such as severe weather, transport disruption, or illness, the Company will inform the Customer as soon as reasonably possible and offer to reschedule the appointment. The Company will not be liable for any loss arising from such delays or cancellations, but any pre-paid fees for the missed appointment will either be refunded or applied to a rearranged booking.

Service Quality and Complaints

The Company aims to deliver Services to a high standard. If the Customer is dissatisfied with any aspect of the work, they must notify the Company as soon as possible, and in any event within 48 hours of the Service being carried out.

The Customer must give the Company a reasonable opportunity to inspect and, where appropriate, to rectify the issue. The Company may at its discretion offer a re-clean of the affected areas or another form of resolution. Refunds will only be considered where a re-clean is not appropriate or has not resolved the issue.

Liability

The Company will exercise reasonable care in the provision of the Services. However, the Companys liability is subject to the following limitations:

The Company will not be liable for any pre-existing damage, wear and tear, or defects at the Premises. The Customer is responsible for pointing out any fragile items or surfaces and for securing valuables.

The Company will not be responsible for any loss or damage arising from the use of products, equipment, or instructions supplied by the Customer.

The Company will not be liable for any indirect, consequential, or purely economic loss, including loss of profit, loss of business, or loss of opportunity.

The total liability of the Company arising out of or in connection with any Service, whether in contract, tort, or otherwise, will not exceed the total amount paid by the Customer to the Company for the specific Service giving rise to the claim.

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

Damage and Breakages

Any alleged damage or breakage must be reported to the Company as soon as reasonably practicable, and no later than 48 hours after the Service. The Customer must provide details and, where possible, evidence of the alleged damage.

The Company reserves the right to inspect the item or area and to make reasonable enquiries before accepting any responsibility. Where the Company accepts responsibility, it may at its option repair the damage, replace the item with a similar item of equivalent value, or make a reasonable payment to the Customer.

Health, Safety, and Conduct

The Company is committed to maintaining high standards of health and safety. Cleaners are instructed to work in a safe manner and to refuse any task that they reasonably believe to pose an unacceptable risk.

The Customer must not request that a Cleaner undertakes any work at height without proper equipment, handles hazardous substances, or performs any activity that breaches health and safety regulations.

The Company will not tolerate abusive, discriminatory, or threatening behaviour towards its staff or representatives. The Company may end the visit immediately and cancel future bookings if such behaviour occurs, and any fees due will remain payable.

Waste and Environmental Regulations

The Company will remove only general waste generated during the provision of the Services and only to the extent that it is reasonable and lawful to do so. The Company is not licensed to remove or transport construction waste, hazardous waste, or large quantities of rubbish from the Premises.

The Customer is responsible for complying with all applicable waste and recycling regulations at the Premises, including correct separation and disposal of household, commercial, or specialist waste.

The Company will not handle or dispose of any hazardous materials, including but not limited to asbestos, clinical waste, sharp objects, chemicals, or biological matter beyond normal household cleaning tasks. Where such materials are present or suspected, the Cleaner may refuse to proceed and the Company may treat the visit as cancelled by the Customer, with the relevant charges applying.

Keys and Security

If the Customer provides keys or access devices, the Company will take reasonable care to keep them secure and to use them only for the purpose of providing the Services. Keys may be coded or tagged without showing the Premises address, in line with good security practice.

In the unlikely event that keys are lost, the Companys liability will be limited to the reasonable cost of a standard replacement key or key cutting service. The Company will not be liable for the cost of changing locks unless this is required by law or agreed in writing.

Privacy and Data

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, handling payments, and, where permitted, sending relevant service information. The Company will handle personal data in accordance with applicable data protection law.

Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of government, strikes, transport disruption, or failure of utilities.

Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to any new bookings. For ongoing or regular Services, the Company will provide reasonable notice of any material changes. Continued use of the Services after changes take effect will constitute acceptance of the updated Terms and Conditions.

Termination of Regular Services

For ongoing or recurring cleaning arrangements, either party may terminate the service by giving the period of notice agreed at the start of the arrangement, or if none is agreed, by giving reasonable written notice.

The Company may suspend or terminate regular Services with immediate effect if the Customer breaches these Terms and Conditions, fails to pay sums due, or behaves in a way that makes it unreasonable to continue providing the Services.

Third Party Rights

These Terms and Conditions are made between the Customer and the Company. No other person shall have any rights to enforce any of their terms.

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, are governed by and shall be 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 their subject matter.

Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

Entire Agreement

These Terms and Conditions constitute the entire agreement between the Customer and the Company concerning the provision of Services. They supersede any prior understandings, representations, or agreements, whether oral or written, relating to the same subject matter.