Deep Cleaning Surrey Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Deep Cleaning Surrey to residential and commercial customers. 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:

Customer means the individual, business, or organisation requesting and receiving cleaning services.

Company means Deep Cleaning Surrey, the provider of the cleaning services.

Services means any cleaning work carried out by the Company, including but not limited to deep cleaning, one off cleans, end of tenancy cleaning, post build cleans, and regular maintenance cleans.

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

Contract means the agreement between the Customer and the Company for the supply of Services in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides professional cleaning services within Surrey and nearby areas as agreed at the time of booking. The specific scope of work for each booking, including rooms, areas, and any additional tasks, will be confirmed in writing prior to the start of the Services.

Any representations, illustrations, or examples of work on promotional material are for general guidance only. The exact specification of the Services will be as set out in the booking confirmation or any subsequent agreed variation.

The Company reserves the right to decline work that is unsafe, unlawful, or beyond the capability of the team or equipment available on the day of service.

3. Booking Process

All bookings must be made directly with the Company. A booking is deemed to be an offer by the Customer to purchase Services in accordance with these Terms and Conditions.

The Company will confirm availability and provide a quotation based on the information provided by the Customer. Quotations are given in good faith, based on the described size, condition, and accessibility of the Premises. If on arrival the Premises materially differ from the description, the Company may adjust the quotation or decline to proceed.

A Contract is formed only when the Customer explicitly accepts the quotation and the Company confirms the booking. Confirmation may be provided verbally or in writing, including electronic confirmation.

The Customer is responsible for providing accurate information regarding property size, condition, parking arrangements, and any special requirements. The Company shall not be liable for delays or additional costs arising from inaccurate or incomplete information.

4. Access to the Premises

The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed date and time. This includes arranging keys, codes, parking permissions, and informing building management or concierge where necessary.

If access cannot be achieved within a reasonable period after the arrival time due to circumstances within the Customer's control, the Company reserves the right to treat the booking as a same day cancellation and apply relevant charges.

The Customer is responsible for safeguarding their own valuables and personal items. The Company recommends that valuables are stored securely before the start of any Service.

5. Customer Obligations

The Customer agrees to:

Ensure that basic utilities are available at the Premises during the Service, including electricity, water, and adequate lighting.

Inform the Company of any known hazards, risks, or sensitivities at the Premises, such as fragile surfaces, alarm systems, restricted areas, or allergies to certain cleaning products.

Provide a safe working environment for the cleaning team and comply with health and safety legislation as it applies to the Premises.

Obtain any necessary permissions from landlords, building managers, or other relevant parties before the Services take place.

6. Pricing and Quotations

Prices for the Services are provided in advance of the booking, either as a fixed price for a defined scope of work or as an estimate based on expected time and labour.

The Company reserves the right to revise any quotation where:

The Premises are larger or more heavily soiled than described.

Parking or access is significantly more difficult than anticipated.

Additional Services are requested by the Customer on the day.

Any revised price will be agreed with the Customer before additional work is undertaken. If agreement cannot be reached, the Company may limit the scope of Services to match the original quotation or cancel the Service.

7. Payments and Deposits

Payment terms will be confirmed at the time of booking. The Company may require a deposit to secure the booking, particularly for larger jobs, end of tenancy cleans, post construction cleans, or appointments scheduled at peak times.

Unless agreed otherwise in writing, payment of the remaining balance is due on completion of the Services on the day of the visit. For commercial Customers, alternative payment terms may be agreed in advance.

Accepted payment methods will be communicated during the booking process. The Customer must ensure that the chosen payment method is available and valid on the day of the Service.

Where invoices are issued, payment is due within the timeframe stated on the invoice. The Company reserves the right to charge interest or late payment fees on overdue balances in accordance with applicable UK law.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving advance notice to the Company. Specific notice periods and any applicable charges will be confirmed at the time of booking.

As a general guideline, cancellations or rescheduling requests made with less than forty eight hours notice may incur a fee up to the full value of the booking, particularly where the Company is unlikely to be able to reallocate the appointment slot.

If the Customer fails to provide access to the Premises at the agreed time, or the visit cannot proceed due to circumstances within the Customer's control, this may be treated as a late cancellation and charged accordingly.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, staff illness, equipment failure, or safety concerns. In such cases, the Company will offer an alternative date and time. Where no suitable alternative can be agreed, any pre paid amounts for the affected booking will be refunded.

9. Changes to Bookings and Additional Work

Any change to the agreed scope of Services, including additional rooms, areas, or specialist tasks, must be requested and agreed before or during the visit. The Company will confirm any extra charges associated with such changes.

The cleaning team is not authorised to carry out work that has not been booked without approval from management. Unauthorised requests may be refused.

Where the Customer requests a significant change to the booking on the day, the Company may need to adjust the appointment duration or arrange a follow up visit.

10. Quality of Service and Complaints

The Company aims to provide Services with reasonable care and skill, consistent with professional cleaning standards in the United Kingdom.

If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably practicable, ideally within twenty four hours of completion. The Company will investigate the complaint and, where appropriate, may offer to revisit the Premises to address specific issues.

Any guarantee of satisfaction applies only to the original scope of work as agreed. It does not cover areas or items that were not included in the booking, conditions outside the control of the Company, or changes in the state of the Premises after the visit.

11. Liability and Limitations

The Company will take reasonable care when providing the Services. However, the Customer acknowledges that:

The Company shall not be liable for normal wear and tear or pre existing damage, staining, or defects that become more visible following cleaning.

Where the Customer instructs the use of a particular product or method against the Company's advice, the Company accepts no liability for resulting damage.

The Company is not liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising from or in connection with the Services.

The Company will, where applicable, maintain insurance required for the nature of its Services. Any claim for damage or loss must be reported promptly, with supporting evidence, so that it can be properly assessed.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under English law.

12. Customer Property and Fragile Items

The Customer is responsible for identifying and securing fragile, valuable, or irreplaceable items before the start of the Services.

The Company should be notified of any items that require particular care or that must not be cleaned, moved, or handled. In the absence of such notification, the Company will use reasonable judgement but cannot guarantee that damage will not occur to highly delicate items.

The Company does not accept responsibility for the accidental damage of items where reasonable care has been taken and the item is inherently fragile, unstable, or in poor condition.

13. Waste Disposal and Environmental Regulations

The Company will handle general waste produced as part of the cleaning process in accordance with applicable UK waste and environmental regulations.

The Services do not routinely include the removal of large quantities of household waste, construction debris, hazardous materials, clinical waste, or items requiring special disposal methods. Where such materials are present, the Company may decline to handle them or may charge an additional fee if any specialist disposal is agreed in advance.

The Customer is responsible for informing the Company of any known hazardous substances at the Premises. The Company reserves the right to cease work if unsafe or prohibited materials are discovered.

The Company will use cleaning products and methods that are appropriate for the task and will, where practical, consider environmentally responsible options. However, the Customer acknowledges that certain deep cleaning tasks may require stronger agents to achieve acceptable results.

14. Health and Safety

The Company is committed to operating in a safe and responsible manner. All staff are expected to follow relevant health and safety guidelines while on the Premises.

The Customer agrees not to request any activity that is unsafe or outside the normal scope of professional cleaning, such as using unstable ladders, moving excessively heavy furniture, or working in areas with unsafe structural conditions.

If at any time the cleaning team considers that continuing work would pose a risk to health, safety, or security, they may suspend or terminate the Service. In such cases, the Customer may still be liable for charges relating to time already spent on site and any reasonable costs incurred.

15. Keys and Security

Where the Customer provides keys or access codes, the Company will take reasonable care to keep them secure and to use them only for the purpose of providing the Services.

The Customer must ensure that keys supplied are in good working order and clearly labelled. The Company is not responsible for any cost arising from faulty locks or incorrect keys provided by the Customer.

Upon completion of Services, keys will be returned as agreed, or left in a secure place specified by the Customer. The Company does not accept responsibility for loss or damage arising from security instructions provided by the Customer.

16. Data Protection and Privacy

The Company may collect and process personal information about the Customer for the purpose of managing bookings, providing Services, and handling payments and communications.

All personal data will be handled in accordance with applicable UK data protection laws. Information will not be sold to third parties and will be retained only for as long as reasonably necessary for business and legal purposes.

The Customer has the right to request access to their personal information held by the Company and to request corrections where necessary.

17. Force Majeure

The Company shall not be in breach of the Contract nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. This may include extreme weather, natural disasters, acts of government, strikes, or other unforeseen disruptions.

Where a force majeure event occurs, the Company will inform the Customer as soon as practicable and will seek to reschedule the Services once it is reasonably possible to do so.

18. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular Contract.

Any variation to these Terms and Conditions requested by the Customer shall be effective only if agreed in writing by a duly authorised representative of the Company.

19. 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 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.

20. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking or specific agreement relating to the Services, constitute the entire agreement between the Customer and the Company and supersede any prior discussions, correspondence, or representations.

If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

By confirming a booking with Deep Cleaning Surrey, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.