Soho Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Soho Cleaners provides domestic and commercial cleaning services within the United Kingdom. By making a booking, using our services or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.
1. Definitions and Interpretation
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Client means the individual, business, company or organisation purchasing or using cleaning services from Soho Cleaners.
Company means Soho Cleaners, the provider of cleaning services.
Services means the cleaning and associated services provided by the Company to the Client as agreed during the booking process.
Premises means the property, building or area where the Services are to be carried out.
Operative means any employee, contractor or representative engaged by the Company to deliver the Services.
Agreement means the contract between the Client and the Company incorporating these Terms and Conditions and the details confirmed during booking.
2. Scope of Services
2.1 The Company provides regular and one off cleaning services, including but not limited to general domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and related services as described in the booking confirmation.
2.2 The exact scope of work, including rooms, areas, and any specific tasks, will be agreed at the time of booking or during any subsequent written variation agreed between the Client and the Company.
2.3 The Company reserves the right to refuse or discontinue Services if the Premises are unsafe, unsanitary beyond the scope of reasonable cleaning, or where access is restricted or hazardous to Operatives.
3. Booking Process
3.1 Bookings may be requested through the Companys chosen communication channels, including online forms or written correspondence. The Client must provide accurate information regarding the Premises, required Services, frequency, and any special instructions.
3.2 A booking is not confirmed until the Company has issued a booking confirmation specifying the date, time window, type of Service and any applicable charges. The Company may decline a booking request at its sole discretion.
3.3 For regular cleaning Services, the Client agrees to the agreed schedule, such as weekly, fortnightly or monthly appointments. Changes to the regular schedule must be requested with reasonable notice, and are subject to availability.
3.4 The Client is responsible for ensuring suitable access to the Premises on the agreed date and time. If Operatives are unable to gain access, the appointment may be treated as a late cancellation and charges may apply.
3.5 The Company may, where necessary, change the appointment time, date or assigned Operative, but will use reasonable endeavours to notify the Client in advance and provide a suitable alternative.
4. Client Obligations
4.1 The Client shall provide safe and reasonable access to the Premises, including any necessary keys, codes or entry instructions, and must ensure that alarms and security systems are properly managed to allow entry and exit.
4.2 The Client must ensure that electricity, lighting, hot and cold running water and, where applicable, heating are available at the Premises during the provision of Services.
4.3 The Client must secure or remove any valuable, fragile, sentimental or irreplaceable items before the start of the Service. The Company accepts no responsibility for such items where reasonable measures have not been taken by the Client.
4.4 The Client must inform the Company in advance of any health and safety risks, hazardous materials, or special conditions at the Premises that could affect the provision of Services or the safety of Operatives.
4.5 The Client is responsible for ensuring that pets, children and third parties do not interfere with or obstruct the performance of the Services and that pets are safely contained where necessary.
5. Payments and Charges
5.1 The price for the Services will be as quoted to the Client at the time of booking, based on the information provided. The Company reserves the right to adjust the price if the information provided by the Client is inaccurate or incomplete.
5.2 Unless otherwise agreed, payment is due on the date of the Service. The Company may require advance payment, a deposit, or valid payment details prior to confirming the booking.
5.3 The Company may offer different payment methods, such as card payments or bank transfers, and reserves the right to change acceptable payment methods at any time.
5.4 If payment is not received on the due date, the Company may suspend or cancel future Services and may charge interest on overdue amounts at the statutory rate, as well as reasonable costs incurred in recovering any unpaid sums.
5.5 For ongoing regular Services, the Company may review and adjust prices from time to time to reflect changes in costs, inflation, or scope of work. The Client will be given prior notice of any price changes.
6. Cancellations, Rescheduling and Access Failures
6.1 The Client may cancel or reschedule a booking by providing reasonable notice to the Company. The minimum notice period for cancellations or rescheduling will be notified at the time of booking.
6.2 Where the Client cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee up to the full amount of the scheduled Service.
6.3 If Operatives attend the Premises at the agreed time and are unable to gain access, or if the Client fails to provide entry or adequate instructions, the appointment may be treated as a same day cancellation and the full Service fee may be charged.
6.4 The Company may cancel or reschedule a booking by giving as much notice as reasonably practicable in the circumstances, for example due to illness, severe weather, transport disruption, or other events beyond its control. In such cases, the Company will offer an alternative appointment where possible.
6.5 If the Client persistently cancels or reschedules regular appointments, the Company reserves the right to terminate the Agreement or adjust pricing to reflect the irregular pattern of service.
7. Standards of Service and Complaints
7.1 The Company aims to provide Services with reasonable care and skill and in accordance with good industry practice.
7.2 If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible, ideally within twenty four hours of completion of the Service, providing clear details of the issue.
7.3 Where a complaint is justified and the Company is responsible, the Company may, at its discretion, arrange a re clean of the relevant area, offer a partial refund or apply a credit to the Clients account. This shall be the Clients sole and exclusive remedy in respect of the relevant issue.
7.4 The Company will not be liable for alleged deficiencies or damage reported more than a reasonable period after the Service or where the Premises have been occupied, used, or cleaned by others since the Service was provided.
8. Liability and Limitations
8.1 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable law.
8.2 Subject to clause 8.1, the Companys total aggregate liability to the Client arising out of or in connection with any single Service shall not exceed the total fees paid by the Client for that particular Service.
8.3 The Company shall not be liable for any indirect, consequential or special loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services or these Terms and Conditions.
8.4 The Company is not liable for wear, discolouration or damage to surfaces, fabrics or materials that arises from normal cleaning processes where such items are old, unstable, poorly maintained, incorrectly installed, or unsuitable for the cleaning methods used.
8.5 The Client must inform the Company prior to the Service of any surfaces or items requiring special care or unsuitable for standard cleaning products. The Company accepts no liability where the Client has failed to provide such information.
8.6 The Company is not liable for damage caused by defective materials, equipment or products provided by the Client, nor for any pre existing damage or conditions that are discovered during the Service.
8.7 The Client is responsible for ensuring that any keys or access devices provided to the Company are suitable and are handed over and retrieved in a secure manner. The Company will exercise reasonable care in handling keys but is not liable for loss where proper handover procedures are not followed.
9. Supplies, Equipment and Access
9.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment suitable for the agreed Services. The Client must not request Operatives to use any banned or unsafe products.
9.2 Where the Client requests the use of specific products or equipment provided by the Client, the Company will not be liable for any damage or adverse effect arising from their use, and the Client warrants that such products or equipment are safe and appropriate.
9.3 The Client must ensure that access routes, stairways and work areas are free from unreasonable obstructions and hazards so that Operatives can carry equipment safely and work efficiently.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle general household and commercial cleaning waste generated during the performance of the Services in accordance with applicable UK waste and environmental regulations.
10.2 Unless expressly agreed as part of the Service, the Company does not provide removal or disposal of large quantities of waste, bulky items, construction debris, hazardous substances, clinical waste or electrical equipment.
10.3 The Client is responsible for providing suitable waste containers, bins or bags at the Premises for the collection of general waste and recyclables. Operatives will dispose of such waste using the on site facilities as instructed by the Client.
10.4 Hazardous or regulated waste, including but not limited to solvents, paints, oils, chemicals, asbestos, sharps, medical waste and similar items, will not be handled or removed by the Company. The Client must arrange for specialist disposal in compliance with relevant regulations.
10.5 The Client must not ask Operatives to remove waste from the Premises in their personal vehicles or in a manner that would breach local or national waste carriage and disposal rules.
10.6 The Company aims to use products and methods that minimise environmental impact where reasonably practicable, but makes no guarantee as to specific environmental certifications unless expressly stated in writing.
11. Insurance
11.1 The Company maintains appropriate insurance cover for public liability and, where applicable, employers liability in connection with the provision of its Services.
11.2 The Client is responsible for ensuring that their own buildings and contents insurance policies remain in force and cover any risks not otherwise assumed by the Company under these Terms and Conditions.
12. Health, Safety and Conduct
12.1 The Company is committed to maintaining high standards of health and safety for its Operatives and Clients. Operatives are instructed to follow the Companys policies and applicable health and safety laws when providing Services.
12.2 The Client must not request or require Operatives to undertake any task that is unsafe, illegal, or outside the agreed scope of Services. Operatives may refuse to perform such tasks and may contact the Company for guidance.
12.3 The Client agrees to treat Operatives with respect and not to engage in any abusive, discriminatory or inappropriate behaviour. The Company may withdraw Services and terminate the Agreement where Operatives are subjected to such behaviour.
13. Data Protection and Privacy
13.1 The Company may collect and process personal data relating to the Client for the purposes of managing bookings, delivering Services, taking payment and handling enquiries.
13.2 The Company will handle such personal data in accordance with applicable UK data protection laws and its internal policies. Personal data will only be shared with third parties where necessary for the provision of Services, legal compliance, or with the Clients consent.
14. Termination
14.1 Either party may terminate an Agreement for regular Services by giving the other party reasonable notice, subject to any agreed minimum term or notice period specified at the time of booking.
14.2 The Company may terminate the Agreement or suspend Services with immediate effect where the Client commits a serious or persistent breach of these Terms and Conditions, fails to pay amounts due, provides unsafe working conditions, or behaves in an abusive or inappropriate manner towards Operatives.
14.3 Termination of the Agreement shall not affect any rights or obligations that have accrued prior to termination, including the Companys right to receive payment for Services performed.
15. Changes to Terms and Conditions
15.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulations, industry practice or its business operations.
15.2 The latest version of these Terms and Conditions will apply to all new bookings and to ongoing Services after the Client has been given reasonable notice of the changes.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 the provision of the Services.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall remain in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise preclude any further exercise of that or any other right or remedy.
17.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to another entity as part of a business transfer or reorganisation, provided that this does not reduce the protections afforded to the Client under these Terms and Conditions.
17.4 These Terms and Conditions, together with the details confirmed at the time of booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, statements or agreements, whether written or oral, relating to their subject matter.
