Keystone Group Wash & Wipe Cleaners Ltd (trading as “KGW Cleaners”)
Company No: 16795905 (registered in England and Wales)
Registered Office: Sherwood Close, Dewsbury, Leeds WF13 4PQ
Email: contact@kgwcleaners.com
These Terms & Conditions apply to all cleaning services supplied by Keystone Group Wash & Wipe Cleaners Ltd (trading as KGW Cleaners) (“we”, “us”, “our”) to you (“you”, “Customer”).
1) Definitions
Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Business Customer means a customer who is not a Consumer (e.g., a company, landlord business, managing agent, or sole trader booking for business purposes).
Services means cleaning services agreed between you and us (domestic and/or commercial), including any agreed add-ons.
Booking means a confirmed appointment date/time (or contract schedule) for Services.
Contract means your agreement with us for the Services, formed under clause 3.
Service Address means the premises where the Services are carried out.
Writing / Written includes email, SMS, WhatsApp or other written messages.
2) About our Services
2.1 We provide domestic and commercial cleaning services as described in the quotation, booking confirmation, scope statement and/or written messages confirming what is included.
2.2 We will provide the Services with reasonable care and skill.
2.3 Cleaning outcomes depend on the condition of surfaces/materials and prior maintenance. We clean to a professional standard within the agreed scope, but we do not promise “as new” restoration unless expressly agreed in writing.
3) How a Contract is formed
3.1 A Contract is formed when we confirm your Booking in writing and you accept it (including by confirming “yes”, “book”, or otherwise instructing us to proceed).
3.2 Estimates are estimates only. Fixed prices are based on the information you provide and the agreed scope.
4) Pricing, quotes, and changes
4.1 Pricing may be (a) hourly, (b) fixed-price per job, or (c) fixed-price per visit under a commercial agreement.
4.2 If the condition/size materially differs from what you described (e.g., heavy build-up, extra rooms, access restrictions, abnormal waste), we may pause and propose a revised scope/price/time before continuing. If you do not agree, you may cancel/reschedule under clause 10.
4.3 If paid parking/permits/congestion/clean air charges are required and not disclosed, we may request reimbursement at cost (with evidence).
4.4 If a minimum visit duration or minimum charge applies, we will tell you before confirming the Booking.
5) Payment
5.1 We do not take deposits for standard bookings unless agreed otherwise in writing (e.g., larger one-off projects).
5.2 Domestic: payment is due on completion unless agreed otherwise in writing.
5.3 Commercial: invoices are payable within 14 days unless agreed otherwise in writing.
5.4 Payment methods are those we make available (e.g., bank transfer).
5.5 If payment is overdue, we may suspend future visits until the account is up to date.
5.6 Business Customers: we may claim statutory interest and fixed compensation for late payment where applicable.
6) Access, keys, site instructions, and confidentiality
6.1 You must provide safe and timely access at the agreed time, including entry/parking/alarm instructions and a contact number.
6.2 Unless agreed otherwise, you must provide reasonable utilities needed to carry out the Services (e.g., hot water/electricity/lighting where required).
6.3 Keys/access devices: if you provide keys or access devices, we will use them solely for providing the Services. Tell us if any key is restricted or any site rules apply.
6.4 If we attend but cannot access the Service Address due to reasons within your control, clause 10.3 applies.
6.5 Confidentiality & key security: We will take reasonable steps to keep keys, alarm codes and access details secure and only share them with personnel who need them to provide the Services.
7) Customer responsibilities (to help us do a good job)
7.1 Please secure cash, jewellery, sentimental/irreplaceable items, and fragile items before we arrive.
7.2 Please ensure areas to be cleaned are reasonably accessible (excessive clutter may reduce what can be completed within the booked time).
7.3 Please ensure children and pets are supervised and do not obstruct safe working.
8) Cleaning materials and equipment (who provides what)
8.1 Default position: Unless we agree otherwise in writing, we provide standard cleaning materials/equipment suitable for general cleaning tasks.
8.2 If you want us to use your products/equipment: you confirm they are safe, suitable and in good working order and you will provide clear instructions. We are not responsible for reduced outcomes caused by unsuitable products/equipment or unclear instructions.
8.3 We may decline to use any product/equipment we consider unsafe or inappropriate for the surface/material.
9) Health, safety, and working conditions
9.1 You must inform us in advance of known hazards (fragile surfaces, unsafe flooring, pests, sharps, bodily fluids, aggressive pets, ongoing building work, etc.).
9.2 We may refuse to perform/continue where conditions are unsafe or unlawful. In such cases we may charge for time spent and/or a fee under clause 10, but only to the extent fair and reflecting our reasonable direct loss.
10) Cancellations, rescheduling, and missed appointments (48-hour policy + fairness safeguard)
Key principle: Any cancellation/no-access charges are intended only to cover our reasonable direct loss (reserved staff time, travel, administration). We will take reasonable steps to reduce losses (including trying to re-sell the slot) and reduce any charge where our actual loss is lower.
10.1 Free cancellation/reschedule with 48+ hours’ notice.
10.2 Late cancellations (<48 hours): we may charge up to 50% (24–48h) or up to 100% (<24h), reduced if rebooked / loss lower.
10.3 No access/no show (your fault): we may charge up to 100%, reduced if loss lower.
10.4 If we cancel: we will offer a reschedule; if you don’t want to reschedule, we refund any payment for that Booking.
10.5 Consumers: statutory cancellation rights may apply (see clause 11).
11) Consumer right to cancel (14-day cooling-off) — distance/off-premises contracts
11.1 You may cancel within 14 days of the day after the Contract is entered into, where the law grants a cancellation right.
11.2 To cancel, email contact@kgwcleaners.com (model form at clause 25).
11.3 If you request the Services to start within the 14-day period, and then cancel, you must pay proportionately for work done up to cancellation.
11.4 If the Services are fully performed within the cancellation period after your express request, the right to cancel ends on completion.
12) Quality issues, re-cleans, and Consumer remedies
12.1 Consumers have legal remedies if Services are not provided with reasonable care and skill, including repeat performance or price reduction (depending on circumstances).
12.2 Please report issues as soon as reasonably possible (ideally within 48 hours) so we can investigate promptly. This recommendation does not affect statutory rights.
12.3 Where appropriate, we may offer a re-clean of missed areas within scope or a reasonable price adjustment.
13) Damage and breakages
13.1 Notify us as soon as reasonably possible (ideally within 48 hours) with photos/details where possible (helps investigation; does not remove statutory rights).
13.2 We are not responsible for pre-existing damage, wear and tear, hidden defects/unstable fittings, or undisclosed fragile items.
13.3 Where we are responsible, we will handle the issue reasonably and in line with applicable law.
14) Deep cleans (additional practical terms)
14.1 Deep cleans are priced based on the Service Address condition/specification and the agreed scope.
14.2 We may move furniture/items only where safe and reasonable for one person to move, unless agreed otherwise.
14.3 Cleaning at height is limited to safe step-stool/low-level access unless suitable safe equipment is available and use is agreed.
14.4 We will not move/unplug TVs or electrical units unless safely disconnected and access is safe.
15) What we do not do unless agreed in writing
Specialist remediation (mould remediation, biohazard/trauma cleanup, hoarding clearance); hazardous waste/sharps; licensed trade work; heavy lifting beyond safe manual handling; external high-level window cleaning/work at height beyond safe step-stool use.
16) Liability (Consumers)
Nothing limits/excludes liability where unlawful (including death/personal injury caused by negligence, fraud).
Consumers: we are responsible for foreseeable loss and damage caused by our breach/negligence; not for unforeseeable losses.
17) Liability (Business Customers)
17.1 No liability for loss of profits, loss of business, loss of goodwill, or indirect/consequential loss, except where unlawful to exclude.
17.2 Total liability in any 12-month period is capped at fees paid/payable for the Services giving rise to the claim, unless agreed otherwise in writing.
18) Commercial specifics (Business Customers)
18.1 Commercial schedules should set out scope, KPIs, reporting, consumables and invoicing cycle in writing.
18.2 Where practical, a responsible person should be available for access and (if requested) sign-off/feedback at the end of the visit so any issues can be addressed quickly.
19) Subcontracting and staff allocation
We may use employees or subcontractors. We remain responsible for delivering the Services in accordance with the Contract.
20) Notices and communications
20.1 Notices: contact@kgwcleaners.com
20.2 We may contact you via email/phone/WhatsApp for booking/service administration.
21) Complaints and ADR (Alternative Dispute Resolution) — UK (no EU ODR)
21.1 Email complaints to contact@kgwcleaners.com with booking details and evidence where relevant.
21.2 We will investigate and aim to respond within a reasonable time.
21.3 If you are a Consumer and we cannot resolve the complaint, we will provide (on a durable medium) the name and website address of an ADR provider and confirm whether we are obliged or willing to use ADR.
21.4 ADR is voluntary unless otherwise required and does not affect your right to go to court.
22) Changes to these Terms
We may update these Terms from time to time. The version in force at the time of your Booking applies to that Booking unless you agree otherwise.
23) Governing law and jurisdiction
England and Wales.
24) Severability
If any clause is unlawful/unenforceable, the rest remains in force.
25) Contract documents and reliance
These Terms plus the booking confirmation/quote/scope form the Contract. Nothing limits Consumers’ statutory rights or prevents reliance on accurate pre-contract information you relied on when booking.
26) Model cancellation form
(Complete and return only if you wish to cancel)
To: Keystone Group Wash & Wipe Cleaners Ltd (trading as KGW Cleaners)
Email: contact@kgwcleaners.com
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service(s):
Service(s): ___________________________