Merton Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Merton Cleaner provides domestic and commercial cleaning services to clients in the United Kingdom. By booking or using any of our services, 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 expressions have the meanings set out below:

Client means any individual, company or organisation purchasing or using cleaning services from Merton Cleaner.

Company means Merton Cleaner, the provider of the cleaning services.

Service means any cleaning or related service supplied by the Company to the Client, including but not limited to regular cleaning, one off cleaning, end of tenancy cleaning, deep cleaning, and related services.

Cleaner means any person engaged by the Company to carry out the Service.

Booking means a confirmed request by the Client for the Company to provide the Service, whether made online, by message or through any other communication method accepted by the Company.

2. Scope of Services

The Company provides domestic and commercial cleaning services in its designated service area. The specific tasks to be carried out during a visit will be agreed with the Client at the time of booking or as subsequently confirmed in writing by the Company.

Services may include dusting, vacuuming, mopping, bathroom and kitchen cleaning, internal window cleaning, and other general cleaning tasks. Any specialist tasks, such as external window cleaning at height, deep stain removal, or specialist surface treatment, may be subject to separate terms, pricing, safety requirements and equipment needs.

The Company reserves the right to decline or discontinue any Service where conditions are unsafe, unsanitary beyond reasonable expectations, or where the request falls outside the reasonable scope of domestic or commercial cleaning.

3. Booking Process

All Services must be booked in advance. A Booking is made when the Client provides the necessary details requested by the Company, such as property address, type of service, estimated size of the property, and preferred date and time.

The Company will confirm acceptance of a Booking by issuing a confirmation message or other written confirmation. The Booking is not considered confirmed until such confirmation has been sent. The Company reserves the right to refuse a Booking at its sole discretion.

The Client is responsible for providing accurate and complete information at the time of Booking. If the information provided is incorrect or incomplete, the Company may adjust the price, change the allocated time, or cancel the Booking.

For regular cleaning services, the Booking will specify the frequency of visits. Any changes to the frequency, duration, or specification of the Service must be agreed in advance with the Company.

4. Access to the Property

The Client must ensure that the Cleaner has safe and reasonable access to the property at the agreed time. This may include providing keys, access codes, or arranging for someone to be present at the property.

If the Cleaner is unable to gain access to the property at the scheduled time, the visit may be treated as a late cancellation and the Company may charge a fee in accordance with the cancellation terms set out below.

The Client is responsible for ensuring that the property is safe for work, including compliance with basic health and safety standards, and that any alarms or security systems are appropriately managed for the visit.

5. Client Obligations

The Client agrees to provide a suitable working environment for the Cleaner, including adequate lighting, heating, and access to water and electricity where reasonably required.

The Client must ensure that any valuable, fragile, or irreplaceable items are safely stored and protected. Where specific items require special care, the Client must inform the Company before the Service begins.

The Client must notify the Company in advance of any hazards, risks, or special circumstances at the property that may affect the Service or the safety of the Cleaner.

6. Equipment and Cleaning Materials

Unless otherwise agreed, the Company will provide standard cleaning materials and equipment necessary to perform the Service. The Client must inform the Company in advance if there are any allergies, sensitivities, or restrictions relating to cleaning products used on the premises.

If the Client requests or requires the use of their own equipment or products, they must ensure that such items are safe, in good working order, and suitable for the tasks requested. The Company accepts no liability for any damage or inadequate results arising from the use of Client supplied equipment or products.

7. Pricing and Payments

The price of the Service will be communicated to the Client at the time of Booking based on the information provided. Prices may be quoted as hourly rates, fixed fees per visit, or fixed fees per project, depending on the Service type.

All prices are provided in pounds sterling. The Company reserves the right to adjust its prices periodically, and will notify regular Clients in advance of any changes that affect ongoing services.

Payment terms will be confirmed at the time of Booking. The Company may require payment in advance, on the day of service, or on invoice, depending on the nature of the Service and the Client profile. Where payment is made by electronic transfer or other non cash method, the Client is responsible for ensuring that payment is made on time and for any charges imposed by their bank or payment provider.

Late payments may incur additional charges or interest as permitted by law. The Company reserves the right to suspend or cancel future visits where amounts remain outstanding.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a Booking by providing notice to the Company. The minimum notice period required will be confirmed by the Company at the time of Booking, but in general, at least 24 hours notice before the scheduled start time is required for standard domestic services.

If the Client cancels or reschedules with less than the required notice, the Company may charge a late cancellation fee, which may be up to the full cost of the scheduled visit. This is to cover the Cleaner’s reserved time and associated costs.

If the Cleaner is unable to attend due to illness, transport issues, or other circumstances beyond the Company’s reasonable control, the Company will notify the Client as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such cancellations.

For larger jobs, such as end of tenancy or deep cleans, the Company may apply longer notice periods and separate cancellation terms, which will be communicated to the Client at the time of Booking.

9. Quality of Service and Complaints

The Company aims to provide a high standard of service on every visit. The Client should inspect the work as soon as possible after completion. If the Client is not satisfied with any aspect of the Service, they must notify the Company as soon as reasonably practicable and, in any event, within 24 hours of the visit.

Where a complaint is justified, the Company may, at its discretion, offer to re attend the property to rectify the issue, provide a partial refund, or offer a credit towards future services. Any remedy will be proportionate to the nature and extent of the issue reported.

10. Liability and Insurance

The Company holds appropriate liability insurance in connection with the provision of its services. The Company will take reasonable care when providing the Service and will be responsible for loss or damage that is a foreseeable result of its breach of these Terms and Conditions or its negligence.

The Company will not be liable for any loss or damage arising from faulty or poorly maintained property fixtures, fittings, or appliances, nor for normal wear and tear, pre existing damage, or defects.

The Company will not be liable for any indirect, consequential, or purely economic losses, including but not limited to loss of profit, loss of business, or loss of opportunity, whether arising in contract, tort, or otherwise.

The Company’s total liability in respect of any single incident or series of related incidents will not exceed the value of the Service provided on the date of the incident, except where such limitation is not permitted by law. 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 be excluded under UK law.

11. Waste Handling and Environmental Responsibilities

The Company complies with applicable UK regulations relating to waste handling and disposal. During the Service, Cleaners may gather household waste and place it into the Client’s existing bins or refuse containers, using the bins and recycling arrangements already provided at the property.

The Company does not ordinarily remove waste from the premises or transport it away from the Client’s property. Where waste removal is specifically agreed as part of a Service, it will be carried out in accordance with relevant regulations, and any additional charges will be communicated in advance.

The Client is responsible for ensuring that their existing waste and recycling facilities are suitable and that any specific requirements imposed by local authorities regarding separation or presentation of waste are followed. The Company is not responsible for fines or penalties issued to the Client in connection with the Client’s failure to comply with local waste regulations.

12. Health, Safety and Conduct

The Company is committed to providing a safe working environment for its Cleaners. Cleaners must not be asked to undertake any task that is unsafe, unlawful, or beyond the reasonable scope of cleaning services, such as moving excessively heavy items, working at significant height without proper equipment, or handling hazardous substances.

The Client must treat all Cleaners with respect and must not engage in any abusive, discriminatory, or inappropriate behaviour. The Company reserves the right to withdraw services immediately and without refund where a Cleaner is subjected to harassment, threats, or unsafe conditions.

13. Keys and Security

Where the Client provides keys or access codes to the Company, these will be kept securely and used only for the purpose of providing the Service. The Company will take reasonable steps to protect the security of the Client’s property.

If keys are lost or stolen while in the possession of the Company, the Company’s liability will be limited to the reasonable cost of key replacement or, where necessary, lock replacement, subject to any applicable insurance terms and conditions.

14. Data Protection and Privacy

The Company will collect and process personal information about Clients, such as names, addresses, and contact details, for the purpose of managing Bookings, providing the Service, handling payments, and managing any queries or complaints.

Personal data will be stored securely and will not be shared with third parties except where necessary for the performance of the Service, for legal or regulatory purposes, or with the Client’s consent. The Company will handle personal data in accordance with applicable UK data protection laws.

15. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time. Any changes will be effective when the updated terms are made available to Clients or otherwise communicated. Continued use of the Service after such changes shall constitute acceptance of the updated terms.

Where changes materially affect ongoing regular services, the Company will take reasonable steps to notify affected Clients in advance.

16. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather conditions, transport disruptions, power failures, national emergencies, or restrictions imposed by authorities.

In such circumstances, the Company may suspend the Service for the duration of the event or offer to reschedule affected visits.

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 or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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.

18. 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 will be severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.

19. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the provision of the Service and supersede any previous agreements, understandings, or arrangements, whether oral or written. No variation of these Terms and Conditions shall be effective unless made in writing and agreed by the Company.