Pimlico Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Pimlico Cleaners provides cleaning and related services to residential and commercial customers within its operating areas in the United Kingdom. By booking or receiving any services from Pimlico Cleaners, you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions, you must not place a booking or continue to receive services from Pimlico Cleaners.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, business, or organisation requesting or receiving services from Pimlico Cleaners.

Services means any cleaning or related services provided by Pimlico Cleaners, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning, one-off cleaning, and associated tasks agreed at the time of booking.

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

Cleaner means an employee, subcontractor, or representative of Pimlico Cleaners assigned to perform the Services.

Agreement means the contract between Pimlico Cleaners and the Customer comprising these Terms and Conditions and any written confirmation of a booking.

2. Booking Process

2.1 Bookings for Services may be made via any booking method accepted by Pimlico Cleaners from time to time. The Customer must provide accurate information when placing a booking, including the Premises address, type of property, required Services, access instructions, and any relevant health and safety information.

2.2 All bookings are subject to availability and confirmation by Pimlico Cleaners. A booking will be deemed accepted only when the Customer receives confirmation specifying the date, time, and scope of the Services.

2.3 Pimlico Cleaners reserves the right to decline a booking or to request additional information before confirming a booking. If the information provided by the Customer is incomplete or inaccurate, Pimlico Cleaners may adjust the quotation or refuse to proceed with the Services.

2.4 The Customer is responsible for ensuring that adequate access to the Premises is available at the agreed time of the Services. Failure to provide access may be treated as a late cancellation and charges may apply.

3. Service Scope and Standards

3.1 The Services to be provided will be agreed at the time of booking. Any additional tasks requested on the day of the appointment are subject to the Cleaner’s discretion, time availability, and possible additional charges.

3.2 Pimlico Cleaners aims to perform the Services with reasonable care, skill, and in accordance with industry standards. However, Services may be affected by conditions at the Premises such as heavy soiling, clutter, or restricted access. In such cases, Pimlico Cleaners may amend the scope of work or re-schedule the appointment.

3.3 The Customer must inform Pimlico Cleaners in advance of any delicate, fragile, or high-value items at the Premises and must provide any special instructions for their care. Pimlico Cleaners will not be responsible for damage arising from failure to provide such information.

3.4 The Customer must ensure that the Premises meet basic health and safety requirements. Pimlico Cleaners may refuse to provide Services in environments that are hazardous, unsafe, or unsuitable, and may charge a call-out fee in such circumstances.

4. Customer Obligations

4.1 The Customer must provide safe and reasonable access to the Premises at the agreed time, including access to water, electricity, and lighting where necessary for the performance of the Services.

4.2 The Customer is responsible for securing valuables and personal items prior to the arrival of the Cleaner. Pimlico Cleaners will not be liable for any pre-existing damage or issues not caused by its negligence.

4.3 Where the Customer supplies any cleaning products or equipment, the Customer is responsible for ensuring that such products and equipment are safe, suitable for their intended use, and in good working order. Pimlico Cleaners will not be liable for any damage or injury arising from the use of Customer-supplied products or equipment.

4.4 The Customer must promptly inform Pimlico Cleaners of any change in contact details or access instructions and must notify Pimlico Cleaners immediately if the Premises become unsafe or unsuitable for cleaning.

5. Prices and Payments

5.1 Prices for Services will be confirmed at the time of booking, based on the information provided by the Customer. Pimlico Cleaners may adjust the price if the actual condition or size of the Premises differs significantly from that described at the time of booking.

5.2 Unless otherwise agreed in writing, payment is due on or before completion of the Services. Accepted payment methods will be communicated to the Customer at the time of booking or prior to the appointment.

5.3 For ongoing or recurring Services, Pimlico Cleaners may issue invoices on a weekly, fortnightly, or monthly basis as agreed with the Customer. Payment terms will be stated on the invoice and must be adhered to strictly.

5.4 Pimlico Cleaners reserves the right to charge interest on overdue amounts at the statutory rate applicable in the United Kingdom and to recover any reasonable costs incurred in pursuing late or unpaid invoices.

5.5 Pimlico Cleaners may suspend or terminate Services in the event of non-payment or repeated late payment. Any suspension or termination does not affect the Customer’s obligation to pay for Services already provided.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or re-schedule a booking by providing prior notice, subject to the cancellation terms in this clause. Specific notice periods or fees will be communicated at the time of booking and may vary according to the type of Service.

6.2 If the Customer cancels or re-schedules a booking with insufficient notice, Pimlico Cleaners may charge a cancellation fee. The fee may be a fixed sum or a percentage of the quoted Service price, reflecting the lost booking slot and administrative costs.

6.3 If the Cleaner is unable to gain access to the Premises or is turned away at the appointment time, this may be treated as a late cancellation and a charge may apply.

6.4 Pimlico Cleaners will use reasonable efforts to attend all confirmed appointments. However, circumstances beyond its control may require cancellation or re-scheduling, including but not limited to illness, severe weather, transport disruption, or other unforeseen events. In such cases, Pimlico Cleaners will notify the Customer as soon as reasonably practicable and will offer an alternative appointment time.

6.5 Pimlico Cleaners shall not be liable for any loss or inconvenience arising from its cancellation or re-scheduling of Services, provided that it acts reasonably and offers a new appointment where possible.

7. Changes to Services

7.1 Any changes to the scope, duration, or frequency of Services must be agreed in advance between the Customer and Pimlico Cleaners. Adjustments to pricing may apply.

7.2 Pimlico Cleaners may recommend changes to the Service plan based on the condition of the Premises or practical considerations. If the Customer declines such changes, Pimlico Cleaners may limit or adapt the Services accordingly.

8. Liability and Limitations

8.1 Pimlico Cleaners will only be liable for loss or damage that is a foreseeable result of its breach of these Terms and Conditions or its negligence. Pimlico Cleaners will not be responsible for any loss of profit, loss of business, or any indirect or consequential loss.

8.2 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 excluded or limited under applicable law.

8.3 The Customer must inspect the Premises as soon as reasonably possible after the Services have been completed and notify Pimlico Cleaners of any concerns within a reasonable time frame. Pimlico Cleaners may offer to rectify any justified issues within a reasonable period rather than provide a refund.

8.4 Pimlico Cleaners is not liable for:

a. Existing damage, stains, wear, or defects at the Premises that cannot be fully remedied by cleaning.

b. Damage arising from faulty or poorly maintained surfaces, fixtures, or equipment.

c. Damage caused by the use of Customer-supplied cleaning products or equipment.

d. Items of sentimental, special, or disproportionate value where Pimlico Cleaners was not informed in advance and given an opportunity to take special precautions.

8.5 Subject to clause 8.2, the total liability of Pimlico Cleaners in respect of any claim arising from or in connection with the Services shall be limited to the total fees paid by the Customer for the specific Service appointment giving rise to the claim.

9. Insurance

9.1 Pimlico Cleaners maintains appropriate insurance for its business operations as required under applicable law and industry practice.

9.2 The Customer is responsible for maintaining suitable insurance cover for the Premises, its contents, and any risks not expressly assumed by Pimlico Cleaners under these Terms and Conditions.

10. Waste Handling and Environmental Compliance

10.1 Pimlico Cleaners will take reasonable care to handle and dispose of waste generated in the provision of Services in line with applicable waste management and environmental regulations in the United Kingdom.

10.2 Unless expressly agreed in writing, Pimlico Cleaners is not responsible for the removal or disposal of large volumes of domestic or commercial waste, bulky items, hazardous materials, clinical waste, or any controlled or regulated waste categories.

10.3 The Customer must inform Pimlico Cleaners in advance if any waste at the Premises may be hazardous, contaminated, or subject to special handling requirements. Pimlico Cleaners reserves the right to refuse to handle such waste or to charge additional fees for any specialised disposal services arranged on the Customer’s behalf.

10.4 The Customer remains responsible for compliance with any local authority rules relating to household or commercial waste containers, recycling requirements, and collection schedules. Pimlico Cleaners does not assume responsibility for penalties or charges imposed by any authority in relation to the Customer’s waste unless such penalties are caused solely by Pimlico Cleaners’ proven negligence.

11. Complaints and Service Issues

11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with Pimlico Cleaners as soon as possible. Prompt notification allows Pimlico Cleaners to investigate and, where appropriate, to take corrective action.

11.2 Pimlico Cleaners may, at its discretion and subject to the circumstances, offer to re-clean the relevant area, provide a partial credit, or otherwise seek to resolve the issue fairly.

11.3 Making a complaint does not automatically entitle the Customer to a refund. Pimlico Cleaners will assess each case on its merits in light of these Terms and Conditions and the evidence available.

12. Suspension and Termination

12.1 Pimlico Cleaners may suspend or terminate the Agreement with immediate effect if the Customer:

a. Fails to pay any sum due on time.

b. Provides false or misleading information affecting the Services.

c. Behaves in an abusive, threatening, or unsafe manner towards any Cleaner or representative.

d. Creates or allows conditions at the Premises that are hazardous or unsuitable for the provision of Services.

12.2 The Customer may terminate ongoing or recurring Services by giving reasonable prior notice as specified in the particular Service arrangement. Any Services already booked or in progress may still be chargeable.

12.3 Termination of the Agreement does not affect any accrued rights or remedies of either party.

13. Data Protection and Privacy

13.1 Pimlico Cleaners will collect and use personal data about the Customer only for the purposes of managing bookings, delivering Services, processing payments, and handling queries or complaints, in accordance with applicable data protection laws in the United Kingdom.

13.2 The Customer is responsible for ensuring that any personal data provided about third parties, such as tenants or employees, is provided lawfully and with appropriate notice to those individuals.

14. Changes to These Terms

14.1 Pimlico Cleaners may update or amend these Terms and Conditions from time to time. Any changes will take effect for new bookings from the date they are published or communicated to the Customer.

14.2 For ongoing or recurring Services, Pimlico Cleaners will notify the Customer of any significant changes in advance. Continued use of the Services after such notification will constitute acceptance of the updated Terms and Conditions.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any non-contractual obligations arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by Pimlico Cleaners in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between Pimlico Cleaners and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.