Terms And Conditions
Elephant and Castle Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Elephant and Castle Cleaners provides cleaning services to customers in the United Kingdom. By making a booking, using our services, or allowing our cleaning operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following words shall have the meanings set out below.
Company means Elephant and Castle Cleaners, the provider of cleaning services.
Customer means any individual, business, or organisation that requests, books, or receives cleaning services from the Company.
Services means any cleaning, housekeeping, end of tenancy, deep cleaning, commercial cleaning, or related services provided by the Company.
Premises means the property or properties at which the Services are to be carried out.
Cleaning Operative means any cleaner, contractor, or representative engaged by the Company to carry out the Services.
Booking means a confirmed request by the Customer for the Company to provide Services on a specified date and time.
2. Scope of Services
The Company provides domestic and commercial cleaning services, including but not limited to regular cleaning, deep cleaning, end of tenancy cleaning, move in and move out cleaning, after-building cleaning, and other related services as agreed with the Customer.
The exact scope of work for each Booking will be agreed at the time of booking. Any subsequent changes requested by the Customer may result in additional charges or changes to timing, subject to the Companys agreement and availability.
The Company reserves the right to refuse any job if, in its reasonable opinion, the Premises are unsafe, hazardous, or unsuitable for the provision of the Services.
3. Booking Process
Bookings may be made by the Customer through any booking channels offered by the Company from time to time. The Customer is responsible for providing accurate information, including property size, condition, specific requirements, and access details.
A Booking is only confirmed once the Company has accepted the request. The Company may, at its discretion, request a deposit or prepayment to secure the Booking.
Any estimated time for completion is provided as a guide only. The duration required may vary depending on the actual condition of the Premises, access, and specific tasks requested.
The Customer must inform the Company at the time of booking of any particular priorities, areas of concern, or items requiring special handling. The Company will use reasonable efforts to accommodate such requests but does not guarantee that all requests can be fulfilled within the agreed time and price.
4. Access to Premises
The Customer is responsible for providing safe and timely access to the Premises at the agreed start time. This may include being present to allow entry, or arranging keys or access codes as agreed with the Company in advance.
If the Cleaning Operative is unable to gain access to the Premises at the agreed time, waiting time or a call-out fee may be charged. If access cannot be provided within a reasonable period, the visit may be treated as a late cancellation and subject to the cancellation charges described in these Terms and Conditions.
The Customer must ensure that electricity, running water, and adequate lighting are available at the Premises for the duration of the visit. If these are not available, the Company may be unable to complete the Services and reserves the right to charge for the Booking in full or in part.
5. Customer Obligations
The Customer agrees to provide accurate information and instructions, and to cooperate with the Company and its Cleaning Operatives to allow the Services to be performed efficiently and safely.
The Customer must inform the Company of any existing damage, defects, or fragile items at the Premises. This includes loose or delicate fixtures, fittings, or finishes that may be affected by normal cleaning activities.
Valuable, sentimental, or easily breakable items should be safely stored away by the Customer before the start of the Services. The Company will not be liable for damage to items left in insecure or precarious positions.
The Customer shall ensure that any pets are secured or safely managed during the visit so that the Cleaning Operatives can work safely and without risk of injury or escape of animals. The Company does not undertake the care of pets as part of the Services.
6. Health, Safety and Hazardous Conditions
The Customer must advise the Company in advance of any potential health and safety risks at the Premises, including but not limited to hazardous materials, infestations, biohazards, or unsafe structures.
The Company reserves the right to withdraw its Cleaning Operatives from any Premises where there is a risk to health or safety, or where conditions have not been disclosed in advance. In such cases, the visit may be charged in full.
The Company does not provide specialist cleaning for hazardous or contaminated environments unless expressly agreed in writing and subject to separate terms and charges.
7. Cleaning Products and Equipment
Unless otherwise agreed, the Company will supply its own cleaning products and equipment necessary to carry out the Services.
If the Customer requests that the Cleaning Operative uses the Customers own products or equipment, the Customer shall be responsible for ensuring that such products are safe, suitable for the purpose, and in good working order. The Company will not be liable for any damage or injury arising from the use of products or equipment supplied by the Customer.
Where the Customer has specific preferences regarding cleaning products, including environmentally friendly options or avoidance of certain substances, this must be communicated to the Company at the time of booking.
8. Payments and Charges
Unless otherwise agreed, all Services are charged at the Companys current rates and pricing structure in force at the time of booking. The Customer will be informed of the applicable rate or fixed fee before the Booking is confirmed.
The Company may require payment in advance, a deposit, or a valid payment method to secure a Booking. Any such requirement will be communicated before the Booking is finalised.
Payment is due in accordance with the payment terms notified to the Customer, which may include payment on completion, payment in advance, or within a specified period for account customers. The Company reserves the right to suspend or refuse further Services if payment is overdue.
Where payment is not received by the due date, the Company may charge interest on the outstanding amount at the statutory rate applicable in England and Wales and may recover all reasonable costs incurred in pursuing the debt, including legal fees and collection charges.
9. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking by giving the Company adequate notice. The required notice period and any applicable cancellation or rescheduling fees will be stated at the time of booking and may vary depending on the type of service and duration booked.
If the Customer cancels or reschedules with less notice than required, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the Booking.
If the Cleaning Operative is unable to carry out the Services due to lack of access, lack of utilities, or other circumstances caused by the Customer, this may be treated as a late cancellation and charged accordingly.
The Company may cancel or reschedule a Booking if it is unable to provide the Services due to reasons beyond its control, including staff illness, severe weather, transport disruption, or other events of force majeure. In such cases, the Company will offer an alternative appointment and shall not be liable for any consequential loss.
10. Standards of Service and Complaints
The Company aims to provide Services with reasonable skill and care. If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably possible, preferably within 24 hours of completion of the visit.
Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, arrange for the affected areas to be re-cleaned at no additional cost. This remedy will not apply where the complaint arises from circumstances beyond the Companys control, including pre-existing damage, wear and tear, or unreasonable expectations.
The Company will not be liable for complaints raised more than a reasonable time after completion of the Services, as the condition of the Premises may have changed due to subsequent use.
11. Liability and Limitations
The Company shall exercise reasonable skill and care in the provision of the Services. The Companys liability for loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of remedying the damage or the total fees paid by the Customer for the particular visit during which the event occurred.
The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of enjoyment, loss of business, or loss of opportunity, arising out of or in connection with the Services.
The Company shall not be liable for normal wear and tear, deterioration of fabric, discolouration, or damage caused by defective materials or construction. The Company is not responsible for the cost of repairing pre-existing damage or latent defects.
Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.
12. Waste Disposal and Environmental Regulations
The Company will handle and dispose of routine cleaning waste generated during the normal provision of the Services in accordance with applicable waste and environmental regulations in the United Kingdom.
The Services do not include the removal of large items, builders waste, electrical goods, hazardous waste, or any items requiring specialist disposal, unless expressly agreed in advance and subject to additional charges and separate arrangements.
The Customer is responsible for complying with any local requirements regarding waste segregation, recycling, and the presentation of bins or containers for collection. The Company will follow reasonable instructions provided by the Customer regarding recycling, where practicable within the time allocated for the visit.
The Company will not be responsible for any penalties or charges imposed by local authorities where these arise from the Customers failure to comply with waste regulations or collection rules.
13. Insurance
The Company maintains appropriate insurance cover in respect of its Services, including public liability insurance, in line with industry norms. Details of the Companys insurance cover are available on request.
The Customer is responsible for maintaining their own insurance for the Premises and contents. The Company strongly recommends that the Customer checks that their household or commercial insurance covers the use of external cleaning contractors.
14. Confidentiality and Data Protection
The Company will treat any personal information provided by the Customer in accordance with applicable data protection laws in the United Kingdom. Personal data will be used only for the purposes of providing the Services, managing bookings, processing payments, and communicating with the Customer.
The Company will take reasonable steps to protect Customer information from unauthorised access, misuse, or disclosure, and will retain such information only for as long as necessary for legitimate business purposes or as required by law.
15. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when posted or otherwise communicated to the Customer and will apply to all Bookings made after that date.
For ongoing or regular services, the Company will provide reasonable notice of any material changes that may affect the Customer. Continued use of the Services after such notice will constitute acceptance of the revised Terms and Conditions.
16. 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 or formation, 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 their subject matter or formation.
17. Severability
If any provision of these Terms and Conditions is found by any court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
18. Entire Agreement
These Terms and Conditions, together with any written confirmation of booking and any additional written terms agreed with the Customer, constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings, agreements, or representations.
By placing a Booking with Elephant and Castle Cleaners, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.
