Terms and Conditions for Cleaners SW1
Introduction. 
These Terms and Conditions set out the basis on which our cleaning services are provided to residential and commercial customers. By making a booking, confirming an appointment, or allowing a cleaner to begin work, you agree to be bound by these terms. Please read them carefully, as they explain how bookings are accepted, how payments are handled, when cancellations apply, and what responsibilities each party has during a cleaning service.
For the purposes of these terms, “we”, “us”, and “our” refer to the cleaning service provider, and “you” or “the customer” refers to the person or business requesting services. These terms apply to all standard and specialist cleaning services, including one-off cleans, regular cleans, end of tenancy cleans, after-builders cleaning, and similar domestic or commercial cleaning arrangements. Any additional terms agreed in writing will only apply where clearly stated.
These terms are intended to be fair, transparent, and consistent with UK consumer law. They do not affect your statutory rights where applicable. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply to the fullest extent permitted by law.
Booking Process
Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking request does not create a confirmed appointment until we have accepted it and, where required, received any deposit or prepayment. We may decline a booking at our discretion where availability, access, safety, or suitability of the service cannot be reasonably confirmed.To secure a booking, you must provide accurate information about the property, the type of cleaning required, access arrangements, parking restrictions if relevant, and any special requirements that may affect the service. You should also tell us in advance about delicate surfaces, heavy soiling, infestations, biohazards, or items requiring specialist treatment. Failure to disclose relevant information may result in delays, additional charges, reduced scope of service, or cancellation of the appointment.
We will usually confirm the date, estimated duration, and price or pricing basis before the appointment is scheduled. Time estimates are based on the information supplied by you and are not guaranteed if the actual condition or size of the property differs from what was described. If the service cannot be completed within the booked time because of inaccurate information, we may offer additional time at an extra cost or arrange a return visit subject to availability.
Payments
Payment terms will be confirmed at the time of booking or in the written estimate. Depending on the service, payment may be required in advance, on completion, or partly upfront and partly on completion. Where a deposit is taken, it is used to secure the booking and may be non-refundable except where required otherwise by law or where we cancel the booking without cause.Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We reserve the right to amend pricing if the scope of work changes, if the property condition differs materially from the description provided, or if additional services are requested on the day. Any revised charges will be explained before work continues wherever reasonably practicable.
Payments must be made using the method we specify and within the timeframe agreed. If payment is not received by the due date, we may charge reasonable costs associated with recovery, suspend further services, or refuse future bookings. Where an invoice remains unpaid after completion of services, interest may be charged on overdue sums in accordance with applicable UK legislation and applicable contractual rights.
Cancellations, Rescheduling, and Access
You may cancel or reschedule a booking by giving notice in accordance with the timeframe stated at the time of booking. In the absence of a different written agreement, cancellations made with less than 24 hours’ notice may be charged in full or may forfeit any deposit, because the appointment slot has been reserved for you and may be difficult to reallocate at short notice.If you are not present at the agreed time, or if access is not available because keys, entry codes, parking, or permission have not been arranged, we may treat the booking as a late cancellation or wasted visit. In such cases, the full charge or a call-out fee may apply. We are not responsible for delays caused by inaccurate access details or by your failure to provide the necessary arrangements for entry.
Cancellations by us will only occur where necessary, for example because of illness, unsafe conditions, adverse circumstances, or events beyond our reasonable control. If we cancel a confirmed appointment, we will use reasonable efforts to rearrange the booking at a suitable time. If rescheduling is not possible, any payment taken for the cancelled visit will be refunded in full for the affected service.
Service Standards and Customer Responsibilities
We will provide our cleaning services with reasonable care and skill, using suitable equipment and products unless otherwise agreed. The exact result may depend on the age, condition, and maintenance history of the property and fixtures. Some marks, stains, limescale, ingrained dirt, or damage may not be removable without specialist treatment or risk of harm to the surface.To allow us to deliver the service safely and effectively, you must ensure that the property is reasonably ready for cleaning. This includes removing valuables, securing pets, protecting fragile items, and ensuring that water, electricity, and other basic utilities are available where required. If an area is too cluttered, unsafe, or obstructed to clean properly, we may exclude that area from the service or charge for additional time needed to prepare it.
We may refuse to clean items or areas that present a health and safety risk, require specialist equipment, or fall outside the agreed service scope. This includes, without limitation, hazardous waste, mould requiring remediation, bodily fluids, needles, chemical contamination, or structural damage. Any such issue identified on arrival may result in the service being amended or cancelled with appropriate charges.
Liability and Limitations
We will take reasonable care while carrying out our work, but our liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by law. We are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, or loss of opportunity, where such losses are not reasonably foreseeable.Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where property damage occurs and is proven to have been caused by our negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account fair wear, age, and condition.
We are not responsible for damage resulting from pre-existing defects, poor workmanship by others, unsuitable materials, hidden faults, unstable fixtures, or instructions given by you against our advice. If you ask us to proceed despite our concerns, you do so at your own risk to the extent permitted by law. You should also notify us promptly of any issue that may give rise to a claim and provide reasonable opportunity for inspection.
Waste Regulations and Disposal
Cleaning services may generate ordinary waste such as packaging, dust, used cloths, or general debris. Where waste removal is part of the agreed service, we will dispose of it in a lawful and responsible manner. However, we do not act as a licensed waste carrier unless expressly stated, and we do not remove controlled, hazardous, or regulated waste unless specifically agreed and lawful arrangements are in place.You are responsible for ensuring that any waste requiring special treatment is identified in advance. This includes sharps, chemical containers, medicines, asbestos-related debris, human or animal waste, and other materials governed by specific environmental or health legislation. If such waste is discovered during the service, we may stop work in the affected area, and additional charges may apply if lawful disposal or specialist handling is needed.
We expect customers to comply with applicable environmental and waste disposal laws, including rules relating to segregation, storage, and authorised transfer of waste. Where we transport waste as part of the service, we will do so only in accordance with the relevant regulations and only for waste types we are permitted to handle. You remain responsible for declaring the nature of any waste and for the accuracy of that declaration.
Guarantees, Complaints, and Remedies
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and in any event within a reasonable period after completion. We may ask for photographs, a description of the concern, and access to the property so that we can assess the issue properly. Any complaint will be reviewed fairly and in good faith.Where a complaint is upheld, our remedy may include a re-clean of the affected area, a partial refund, or another reasonable solution depending on the circumstances. We will decide the appropriate remedy based on the nature of the issue, the extent of the work completed, and whether the result was affected by factors outside our control. No remedy will be offered where the issue arose from inadequate preparation, inaccurate information, or normal limitations of the agreed service.
Any request for a remedy must relate only to the original service and must not be used as grounds to withhold payment for undisputed work already completed. Our aim is to resolve concerns promptly and fairly while maintaining the integrity of the service agreement.
Force Majeure, Changes, and General Terms
We shall not be liable for delay or failure to perform our obligations where such delay or failure arises from events beyond our reasonable control. These may include extreme weather, strikes, transport disruption, utility failures, public health restrictions, or other unexpected events. In such cases, we may suspend, postpone, or cancel the booking and will use reasonable efforts to rebook the service where possible.We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or clearly agreed otherwise. Continued use of our service after any update constitutes acceptance of the revised terms for future bookings.
