Merton Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Cleaners provides cleaning services to residential and commercial customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

Definitions

In these Terms and Conditions the following expressions have the following meanings:

Customer means the person, company or organisation booking or receiving the services.

Services means any cleaning or related services provided by Merton Cleaners, including but not limited to regular cleaning, one off cleans, end of tenancy cleans, deep cleaning, and related domestic or commercial cleaning activities.

Premises means the property or location where the services are to be carried out.

Cleaning Operative means any cleaner, team or subcontractor engaged by Merton Cleaners to perform the services.

Agreement means the contract between Merton Cleaners and the Customer formed in accordance with these Terms and Conditions.

Scope of Services

Merton Cleaners provides cleaning services within its operational service area, which may be updated from time to time. Services are provided as described during the booking process and may include a specified checklist or agreed priorities. The Customer is responsible for confirming that the required service type, frequency, and duration are suitable for their needs.

Any additional tasks not expressly agreed at the time of booking are outside the scope of the services and may be refused or charged at an additional rate. The Customer should provide clear instructions and access to all areas that need to be cleaned, unless access is restricted for safety or security reasons.

Booking Process

Bookings can be made by the Customer through the methods made available by Merton Cleaners, such as telephone or online booking forms where offered. At the time of booking, the Customer must provide accurate information, including the size and condition of the premises, type of service required, preferred dates and times, and any particular requirements.

The Customer is responsible for ensuring that all information given is complete and correct. Merton Cleaners reserves the right to adjust pricing or alter the scope of services if the information supplied is inaccurate or incomplete.

A booking is only confirmed when Merton Cleaners has accepted the request and issued a confirmation, which may be given verbally or in writing. The confirmation will set out the main details of the booking, such as date, time, type of service, and any agreed charges. Merton Cleaners may decline a booking at its discretion.

Service Access and Requirements

The Customer must ensure that the Cleaning Operative has safe and unobstructed access to the premises on the scheduled date and time. This includes providing necessary keys, access codes, parking arrangements where applicable, and any security instructions in advance.

The premises must have running water, electricity, and reasonable lighting so that the services can be performed safely and effectively. If the Customer is providing cleaning materials or equipment, these must be in safe working condition and suitable for the intended purpose.

If the Cleaning Operative is unable to access the premises, or if conditions mean the service cannot safely be carried out, Merton Cleaners may treat the visit as a late cancellation and apply the applicable cancellation charge.

Customer Obligations

The Customer agrees to:

Ensure the premises are reasonably tidy and free from excessive clutter so that cleaning can be carried out efficiently.

Inform Merton Cleaners in advance of any hazards, fragile items, special surfaces, or areas that require special care.

Secure or remove any valuables, breakables, cash, jewellery, or confidential documents before the service.

Supervise any children, pets, or other occupants during the service and ensure they do not interfere with the work of the Cleaning Operatives.

Comply with any reasonable instructions given by Merton Cleaners or its Cleaning Operatives in relation to health and safety at the premises.

Service Standards and Limitations

Merton Cleaners aims to provide services with reasonable care and skill. The Customer acknowledges that the duration of each visit places a limit on what can be achieved, and that the results of cleaning may depend on the initial condition of the premises and any existing damage or wear and tear.

There may be limitations on services where certain areas are inaccessible, unsafe, structurally unsound, heavily infested, or contain hazardous materials. Merton Cleaners reserves the right to decline or modify any task that in its reasonable opinion presents a risk to health, safety, or property.

While every effort is made to allocate the same Cleaning Operative for recurring services, this cannot be guaranteed. Merton Cleaners may change personnel, schedules, or methods where necessary, while seeking to minimise disruption to the Customer.

Prices and Payments

Service charges are based on the type of service requested, the size and condition of the premises, and the estimated time required. Prices may be quoted as hourly rates or fixed prices. All quoted prices are subject to confirmation and may be revised if the information supplied at booking was inaccurate or if the scope of work changes.

Payment terms will be communicated at the time of booking. Merton Cleaners may require payment in advance, a deposit, or payment on completion of the service. Accepted payment methods will be specified to the Customer and may include bank transfer, card payment, or other approved methods.

If payment is not received by the due date, Merton Cleaners reserves the right to suspend further services and to apply interest or late payment charges where permitted by law. The Customer is responsible for all charges associated with their chosen payment method.

Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice within the time frame specified by Merton Cleaners. Details of the required notice period and any applicable cancellation fees will be communicated during the booking process.

If the Customer cancels or reschedules with less than the required notice, Merton Cleaners may apply a late cancellation fee, which may be up to the full amount of the scheduled service. This is to cover time reserved and potential loss of work for the Cleaning Operative.

Merton Cleaners may need to cancel or reschedule a booking due to unforeseen circumstances such as staff illness, severe weather, access issues, or other events beyond its reasonable control. In such cases, Merton Cleaners will provide as much notice as reasonably possible and offer to rearrange the service at a mutually convenient time. Merton Cleaners will not be liable for any indirect costs incurred by the Customer due to such changes.

Customer Satisfaction and Complaints

The Customer should inspect the work as soon as reasonably practicable after the service has been completed. If the Customer is not satisfied with any aspect of the service, they must notify Merton Cleaners promptly, generally within a reasonable period after completion of the service, so that any issues can be investigated.

Where a complaint is justified and directly related to the quality of the cleaning, Merton Cleaners may at its discretion offer to re visit the premises to re clean the affected areas, or provide another appropriate solution. This will be the Customer's exclusive remedy in relation to service quality issues.

Complaints raised significantly after the service date, or where the premises have been occupied or further work has been carried out, may be more difficult to assess. In such cases Merton Cleaners will still consider the complaint but may be unable to offer a re clean or adjustment.

Liability and Insurance

Merton Cleaners will use reasonable care to avoid damage to the premises and its contents. The Customer must notify Merton Cleaners of any damage or loss that they believe was caused by the Cleaning Operatives as soon as possible and within a reasonable time frame.

Where damage is established to be directly caused by negligence of Merton Cleaners or its Cleaning Operatives, Merton Cleaners may repair the damage, pay for repair, or replace the item, taking into account age, condition, and fair wear and tear. Any claim may be subject to the terms and limitations of Merton Cleaners insurance policies.

Merton Cleaners will not be liable for:

Normal wear and tear or deterioration of items, or pre existing damage.

Damage arising from the use of faulty equipment, products, or materials supplied by the Customer.

Damage to items that are inherently fragile, poorly installed, or unsuitable for normal cleaning methods, if Merton Cleaners has not been informed in advance.

Loss of cash, jewellery, documents, or other valuables that were not secured by the Customer prior to the service.

Any indirect, consequential, or purely economic losses, including loss of profit, loss of use, or loss of opportunity.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be restricted under applicable law.

Waste Regulations and Environmental Compliance

Merton Cleaners will comply with applicable waste and environmental regulations relevant to the services it provides. General domestic waste and recyclable items generated during normal cleaning activities will be placed in the appropriate bins at the premises, as directed by the Customer where necessary.

Merton Cleaners is not licensed to transport or dispose of certain categories of waste, including hazardous, clinical, or regulated waste. Such materials must not be presented to the Cleaning Operatives for removal or disposal. The Customer is responsible for the lawful handling, storage, and disposal of any waste beyond what is reasonably incidental to the cleaning service.

Where the Customer requests assistance with moving or consolidating waste, this will only be carried out if it is safe and lawful to do so. Merton Cleaners reserves the right to refuse any request that may breach waste regulations or pose a risk to health or the environment.

Health and Safety

Merton Cleaners is committed to maintaining high standards of health and safety for Customers and Cleaning Operatives. The Customer must not ask Cleaning Operatives to undertake any work that is unsafe, requires the use of specialised equipment or training that has not been provided, or would breach any law or regulation.

Tasks involving working at height, heavy lifting, handling of hazardous substances, or entry into confined or unsafe spaces may be restricted. Cleaning Operatives may refuse any task they reasonably believe could compromise health or safety.

Personal Data

Merton Cleaners will collect and process personal data such as names, addresses, and contact details for the purpose of managing bookings, providing services, handling payments, and responding to enquiries or complaints. Personal data will be handled in accordance with applicable data protection laws and used only for legitimate business purposes related to the services.

The Customer is responsible for ensuring that the contact details provided are accurate and up to date, and for informing Merton Cleaners of any changes that may affect the provision of services.

Amendments to Terms and Conditions

Merton Cleaners may update or amend these Terms and Conditions from time to time to reflect changes in business practices, legal requirements, or service offerings. The latest version will apply to all new bookings and, where appropriate, to ongoing services after the Customer has been informed of the changes.

Continued use of the services after any amendments have been communicated will constitute acceptance of the updated Terms and Conditions.

Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of services by Merton Cleaners, 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 under or in connection with these Terms and Conditions or the services provided.

Entire Agreement

These Terms and Conditions, together with any booking confirmation or written agreement between the Customer and Merton Cleaners, constitute the entire agreement between the parties in relation to the services. They supersede any prior understandings, communications, or representations, whether oral or written.

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

Contact and Communication

All notices and communications relating to bookings, cancellations, complaints, or other matters under these Terms and Conditions should be directed to Merton Cleaners using the contact methods made available to Customers. Communications will normally be acknowledged and handled within a reasonable timeframe, subject to operational capacity.

By making a booking with Merton Cleaners, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.