Terms And Conditions

Sutton Cleaner Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Sutton Cleaner to clients in the United Kingdom. By making a booking, using our services, or allowing our cleaners access to your premises, 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 any individual, business, or organisation that requests or receives cleaning services from Sutton Cleaner.

Services means domestic or commercial cleaning and related services provided by Sutton Cleaner as agreed with the Client.

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

Cleaner means any operative, contractor, or representative engaged by Sutton Cleaner to perform the Services.

2. Scope of Services

Sutton Cleaner provides cleaning services typically including, but not limited to, general cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and related tasks. The exact scope of Services for each booking will be agreed at the time of booking and confirmed in writing or electronically.

The Services do not include tasks that may pose a risk to health and safety, such as removal of hazardous materials, working at extreme heights, or any task deemed unsafe by Sutton Cleaner or the Cleaner on site.

Any request for additional tasks beyond the agreed scope is subject to approval by Sutton Cleaner and may incur additional charges.

3. Booking Process

Bookings may be made by the Client through the methods advertised by Sutton Cleaner. The Client must provide accurate and complete information regarding the Premises, including property type, approximate size, condition, access details, and any special requirements.

All bookings are subject to acceptance and availability. Sutton Cleaner reserves the right to decline a booking for any reason.

A booking is considered confirmed when Sutton Cleaner issues a confirmation in writing or electronically, specifying the date, time, services to be provided, and applicable charges.

The Client is responsible for ensuring that Sutton Cleaner has correct details for the Premises and any required access instructions. Changes to the booking details must be communicated to Sutton Cleaner as early as possible and may lead to adjustments in the quoted price or the time required.

4. Access to the Premises

The Client must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed date and time. This includes providing any necessary keys, access codes, parking arrangements, or entry instructions.

If the Cleaner is unable to gain access to the Premises, or if access is significantly delayed due to circumstances within the Client's control, Sutton Cleaner may treat the visit as a late cancellation and apply the relevant charges as set out in these Terms and Conditions.

Where keys are provided, the Client confirms that they are authorised to grant access and that the keys supplied are in good working order. Keys may be labelled in a manner that does not directly identify the Premises address.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for the Cleaner, including running water, electricity, and adequate lighting at the Premises.

Ensure the Premises are free from any health and safety hazards, including but not limited to exposed wiring, structural damage, pest infestations, or hazardous substances.

Inform Sutton Cleaner in advance of any specific instructions, delicate surfaces, sensitive materials, or other matters requiring special care.

Supervise any children, pets, or third parties present at the Premises during the provision of the Services and ensure they do not interfere with the work of the Cleaner.

6. Equipment and Cleaning Products

Unless otherwise agreed, Sutton Cleaner will provide basic cleaning materials and equipment required to perform the Services. Where the Client requests the use of their own products or equipment, it is the Client's responsibility to ensure such items are safe, suitable, and in good working order.

Sutton Cleaner accepts no liability for any damage or unsatisfactory results arising from the use of products supplied by the Client or from equipment provided by the Client that is faulty or inappropriate for the task.

7. Pricing and Payments

Prices for Services will be provided to the Client before a booking is confirmed. Pricing may be based on an hourly rate, a fixed fee, or a combination of both, depending on the type of service and the information provided by the Client.

Sutton Cleaner reserves the right to revise a quote if the information supplied by the Client is inaccurate or incomplete, or if the actual condition or size of the Premises differs materially from that described at the time of booking.

Unless otherwise agreed, payment is due on completion of the Services or in advance as specified at the time of booking. Sutton Cleaner may require a deposit, particularly for larger or specialist services such as end of tenancy or deep cleaning.

Payments must be made using the methods accepted by Sutton Cleaner and within the payment terms notified to the Client. Late payment may result in additional charges and the suspension of further services until the account is settled.

Sutton Cleaner reserves the right to charge interest and reasonable debt recovery costs on overdue amounts in accordance with applicable UK law.

8. Deposits and Cancellations

For certain services, Sutton Cleaner may require a deposit to secure the booking. Deposits are generally non-refundable if the Client cancels or significantly amends the booking within a short period before the scheduled start time.

The Client may cancel or reschedule a booking by providing appropriate notice. The minimum notice period and applicable cancellation charges will be specified at the time of booking. Where no specific terms are provided, Sutton Cleaner may charge a cancellation fee if less than 24 hours notice is given.

If the Cleaner arrives at the Premises and is unable to gain access, or if the Client cancels on arrival or at the last minute, Sutton Cleaner may charge a call-out fee or the full service fee to cover the costs incurred.

Sutton Cleaner reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, severe weather, or operational issues. In such cases, Sutton Cleaner will use reasonable endeavours to offer an alternative appointment or, where appropriate, refund any pre-paid amounts relating to the affected booking.

9. Service Quality and Complaints

Sutton Cleaner aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client must notify Sutton Cleaner as soon as possible and in any event within a reasonable time after the completion of the service.

Complaints should include details of the issue, the date of service, and the Premises address. Sutton Cleaner will investigate and, where a complaint is found to be justified, may offer a rectification visit or other appropriate remedy at its discretion.

The Client must give Sutton Cleaner a reasonable opportunity to inspect and address any alleged shortcomings in the Services before engaging a third party to carry out remedial work. Sutton Cleaner will not be liable for the costs of any third-party services arranged by the Client without prior written agreement.

10. Liability and Insurance

Sutton Cleaner maintains appropriate insurance cover in respect of its business activities in the United Kingdom. Details of cover can be made available upon reasonable request.

While every reasonable effort is made to protect the Client's property, Sutton Cleaner shall not be liable for:

Normal wear and tear or deterioration arising from the performance of the Services.

Pre-existing damage, defects, or weaknesses in the Premises, fixtures, fittings, or contents.

Loss or damage caused by inaccurate information, instructions, or materials supplied by the Client.

In any event, Sutton Cleaner's liability for loss or damage arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repair or replacement and the amount actually paid by the Client for the relevant Services.

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 under UK law.

11. Client Property and Valuables

The Client is responsible for securing cash, jewellery, and other valuables before the Cleaner attends the Premises. Sutton Cleaner does not accept responsibility for any alleged loss of valuables unless there is clear evidence of wrongdoing by a Cleaner in the course of providing the Services.

The Client should inform Sutton Cleaner of any items of particular value or fragility. Where such items are not brought to the attention of Sutton Cleaner in advance, Sutton Cleaner will not be liable for any accidental damage to those items.

12. Waste Handling and Environmental Regulations

Sutton Cleaner operates in compliance with applicable UK waste and environmental regulations relevant to cleaning activities.

The Services may include the collection and disposal of general household or office waste generated during cleaning, provided it is of a type and quantity that can reasonably be disposed of through standard waste channels.

Sutton Cleaner will not remove or handle hazardous, clinical, chemical, or regulated waste, including but not limited to asbestos, medical sharps, contaminated materials, or industrial waste. The Client is responsible for arranging specialist disposal in accordance with applicable regulations.

Where the Client requests disposal of bulky items, furniture, electrical goods, or large quantities of waste, this must be specifically agreed in advance and may be subject to additional charges and legal requirements. Sutton Cleaner will not be responsible for any penalties or issues arising from the Client's failure to comply with waste and recycling regulations.

13. Health and Safety

Sutton Cleaner is committed to maintaining high health and safety standards. The Client agrees not to request any task that may compromise the health and safety of the Cleaner or any other person.

If, in the Cleaner’s reasonable opinion, conditions at the Premises pose a health or safety risk, the Cleaner may suspend or refuse to carry out some or all of the Services. In such circumstances, Sutton Cleaner reserves the right to charge a fee for time and costs incurred.

14. Data Protection and Privacy

Sutton Cleaner will process personal data in accordance with applicable UK data protection laws. Information supplied by the Client will be used for managing bookings, providing Services, processing payments, and related administrative purposes.

Personal information will be stored securely and will not be sold to third parties. It may be shared with Cleaners and service providers where necessary to deliver the Services or comply with legal obligations.

15. Force Majeure

Sutton Cleaner shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, transport disruptions, power failures, accidents, or government restrictions.

Where a force majeure event occurs, Sutton Cleaner will use reasonable endeavours to notify the Client and to rearrange the Services as soon as reasonably practicable.

16. Amendments to These Terms

Sutton Cleaner may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings and to ongoing services where the Client has been notified of the changes.

Continued use of the Services after notification of any changes shall constitute acceptance of the updated Terms and Conditions.

17. 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 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 over any dispute or claim arising from or related to these Terms and Conditions or the provision of the Services.

18. Severability

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms and Conditions, together with any written or electronic confirmation of booking and any agreed service specification, constitute the entire agreement between Sutton Cleaner and the Client in relation to the Services. They supersede any prior discussions, correspondence, or representations regarding the subject matter.

20. Contact and Communication

All notices, changes to bookings, and formal communications relating to the Services should be directed to Sutton Cleaner using the contact channels made available to the Client at the time of booking or on associated documentation.

It is the Client's responsibility to ensure that Sutton Cleaner has up-to-date contact details to enable effective communication regarding the Services.