Terms and Conditions for Cleaners SW15

These terms and conditions set out the basis on which our cleaning services are supplied to customers in the UK. They apply to domestic and commercial bookings made with Cleaners SW15 and should be read carefully before confirming any service. By making a booking, you agree to be bound by these terms, which are designed to create a clear understanding of the service scope, payment obligations, cancellation rights, safety expectations and legal responsibilities that apply to every cleaning appointment.

Throughout this document, references to “we”, “us” and “our” mean the service provider, while “you” and “your” mean the customer receiving the cleaning service. These terms are intended for general use across our cleaning services and may cover standard home cleaning, deep cleaning, end-of-tenancy cleaning, specialist surface care and related tasks agreed in advance. Where a specific instruction is given and accepted by us, it will form part of the booking.

We aim to deliver a professional and reliable cleaning service, but it is important to understand that the exact results may depend on the condition of the property, access to the premises, the materials present, and any limitations caused by wear, damage or unsuitable surfaces. Nothing in these terms limits your statutory rights under UK consumer law. However, the service is provided on the basis of reasonable care and skill, and not as a guarantee that every stain, mark or pre-existing defect can be removed.

1. Booking Process

Bookings may be made by the customer following an agreed enquiry and a confirmation issued by us. A booking becomes binding only once we have accepted the appointment details, including the type of cleaning required, the date, the approximate duration, the property access arrangements and any special instructions. We may request additional information before acceptance in order to assess the service needs and to ensure that the correct cleaner, equipment and products are allocated.

You are responsible for providing accurate information at the time of booking, including the size of the property, the nature of the task, the level of expected cleaning, and any health or safety risks. If the details provided are incomplete or incorrect, we may revise the price, alter the schedule, or decline to proceed if the service cannot safely or reasonably be performed as originally described. A quote given before inspection is based on the information you supply and may be adjusted where the actual conditions differ materially.

Where a booking requires keys, entry codes, concierge access, parking arrangements, or any other access method, you must ensure that these are available at the agreed time. Failure to provide access may result in delay or cancellation. If our cleaner cannot enter the premises after reasonable attempts, the appointment may be treated as a late cancellation or unsuccessful visit and charges may still apply. We reserve the right to refuse or end a booking if the premises are unsafe, heavily contaminated, infested, or otherwise unsuitable for the service agreed.

2. Service Scope and Customer Responsibilities

The cleaning tasks covered by each booking depend on the service selected and any written or recorded extras agreed beforehand. Standard tasks may include dusting, vacuuming, mopping, wiping accessible surfaces, and similar domestic cleaning duties. Specialist tasks may require additional time, products or equipment. If you request the handling of fragile items, heavy objects, electrical equipment or sensitive materials, you remain responsible for ensuring that such items are suitable for cleaning and are identified clearly before work begins.

You must ensure that the property is in a condition that permits safe work to be carried out. This includes securing pets, removing hazardous items, making running water available where needed, and advising us of any relevant allergies, damp, mould, bodily fluids, pest activity or contamination. We may decline to clean areas that present a risk to health, damage, or personal safety. If we agree to proceed despite a risk, this does not mean we assume responsibility for the hazard itself.

During the service, you should not expect our staff to move excessively heavy furniture, carry out electrical repairs, handle sharp waste without appropriate notice, or perform any task outside the agreed scope. If a request is made on site that materially changes the original booking, we may accept it only if time, staff availability and safety considerations allow. Any additional work may incur an extra charge, which will be confirmed before it is performed.

3. Payments and Charges

All charges will be communicated to you before the booking is confirmed, unless an on-site inspection is needed to determine the scope. Prices may be stated as fixed fees, hourly rates, or a combination of both. Where the service extends beyond the estimated duration due to the condition of the property, extra tasks requested by you, or delays caused by access issues, additional fees may apply. We will take reasonable steps to notify you before incurring extra charges wherever practicable.

Payment terms will be confirmed at booking stage and may require payment in advance, on completion, or by another agreed method. Unless otherwise stated, invoices must be paid in full within the period specified on the invoice. Late payment may result in suspension of future bookings and, where lawful, recovery of reasonable costs associated with collecting the debt. Any bank charges, failed payment fees or equivalent administrative costs incurred because of a customer payment failure may also be charged to you where permitted by law.

All quoted prices are subject to change if you alter the booking, if the property condition differs from the description provided, or if unforeseen circumstances increase the time or materials required. Discounts, promotional offers and special rates are valid only for the period and conditions stated at the time they are offered. Payments made after a booking has been completed do not reduce your responsibility to raise concerns promptly if you believe the service was not carried out as agreed.

4. Cancellations, Rescheduling and Missed Appointments

If you wish to cancel or reschedule, you must give notice within the period stated at the time of booking. Where no specific notice period is given, a reasonable notice period is required. Cancellations made at short notice may be charged in part or in full, depending on the amount of work already allocated, the inability to reassign the slot, and any costs already incurred. This helps cover staffing and scheduling losses arising from late changes.

If our cleaner arrives and cannot carry out the work because access has not been provided, because the property is not ready, or because the customer is absent after agreed arrival arrangements, the visit may be treated as a missed appointment. In such cases, a call-out fee or the full service charge may be applied, especially where travel time, preparation or materials have already been committed. We will always act reasonably and proportionately when deciding the fee.

We may also cancel or reschedule a booking if there are unavoidable circumstances beyond our reasonable control, including illness, severe weather, transport disruption, equipment failure or safety concerns. Where this happens, we will seek to rearrange the appointment as soon as possible. We are not liable for indirect losses caused by a cancellation or rescheduling beyond our control, provided we have used reasonable care in managing the situation.

5. Liability and Limitations

We will carry out services with reasonable care and skill, but we do not accept liability for damage caused by pre-existing faults, unstable fittings, hidden defects, poor workmanship, unsuitable materials, or items that were already weakened before cleaning began. Where a surface, appliance or item is old, delicate or poorly maintained, the risk of adverse outcome may be greater. You should inform us in advance of any fragile, antique, valuable or high-risk items so that we can decide whether a particular method is suitable.

Our liability for loss or damage will be limited to the reasonable cost of repair or replacement, taking account of age, condition, depreciation and evidence of actual loss. We will not be responsible for indirect or consequential losses such as loss of income, business interruption, emotional distress, missed opportunities or reputational harm, except where such exclusion is prohibited by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and provide clear evidence, including photographs and a description of the item or area affected. We may require a reasonable opportunity to inspect the issue before any repair or compensation is arranged. Failure to notify us promptly may reduce our ability to investigate and may affect any claim. We do not accept responsibility for items left unattended in circumstances where you instructed us to clean around them.

6. Waste Regulations and Disposal

As part of our cleaning services, we may collect ordinary waste generated by the task, such as packaging, dust, disposable cloths or general debris, provided this is agreed and permitted by the property arrangements. Waste handling will always be carried out in a lawful and responsible manner. You must not ask us to remove waste that falls outside normal domestic or routine cleaning waste unless we have expressly agreed to do so and confirmed that it may be handled safely and lawfully.

We will not transport, store or dispose of controlled waste, hazardous substances, clinical waste, asbestos, sharps, chemicals, paint, gas canisters, batteries, or any item that requires specialist licensing or treatment unless a lawful arrangement has been made and the necessary procedures are in place. If such waste is discovered during a booking, we may stop work in the affected area and request instructions. In some cases, we may need to refuse the task entirely if it would create a breach of waste or environmental rules.

You are responsible for telling us in advance about any waste that may require special handling. If you fail to disclose hazardous or regulated materials and this results in delay, additional cost, or a legal risk, you will be responsible for the consequences to the extent permitted by law. We follow applicable UK waste regulations and expect customers to do the same. This includes ensuring that any waste removed from the premises is properly described, segregated where necessary, and disposed of in a manner that does not endanger health or the environment.

7. Access, Security and Property Care

You remain responsible for the security of your property and for any valuables, confidential items or documents left in the cleaning area. While our staff will act honestly and professionally, we recommend that cash, jewellery, sensitive papers and portable electronics are stored away before the visit. We are not responsible for items that are misplaced because they were left unsecured or were not identified to us as high value or fragile.

Where keys are entrusted to us, they will be handled with reasonable care and retained only for as long as required for the service arrangement. If any access method is provided, you confirm that you have authority to share it and that its use will not breach any third-party rules. Any loss of access tools reported to us must be raised promptly so that reasonable steps can be taken to reduce risk and arrange replacement where appropriate.

Our staff may take reasonable measures to protect the property during cleaning, such as closing windows, avoiding unnecessary movement of objects, and using appropriate products for the surface involved. However, if you request a particular product or cleaning method against our advice, you accept responsibility for any risk associated with that instruction, provided the instruction is lawful and does not expose anyone to danger.

8. Complaints, Corrections and Service Issues

If you are dissatisfied with any part of the cleaning service, you should raise the issue within a reasonable time after completion. We may ask for photographs, a description of the problem and details of the affected area so that we can assess the matter fairly. Where a genuine shortfall in the service is identified, we may offer a re-clean, partial refund or another reasonable remedy depending on the circumstances and the nature of the complaint.

Complaints will be assessed on the basis of the agreed scope, the condition of the property at the time of service, and whether the issue relates to a missed task or to a pre-existing condition. We are not obliged to rectify problems that arise from normal wear and tear, hidden defects, or changes that occur after the service has been completed. Any corrective action offered by us will not amount to an admission of liability unless we state otherwise in writing.

For avoidance of doubt, the customer must allow us a fair opportunity to inspect any alleged issue and, where appropriate, to return and correct the work before any third-party contractor is instructed to intervene. This helps preserve evidence, reduce unnecessary cost and ensure that any remedy remains proportionate. All decisions will be made fairly and in line with applicable consumer protection law.

9. Governing Law

These terms and conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction, although nothing in these terms prevents either party from seeking resolution through an alternative lawful dispute process where appropriate.

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision shall be treated as severed to the extent required, and the remaining provisions shall continue in full force. Any failure by us to enforce a right or term on one occasion does not mean that the right has been waived for future bookings. These conditions may be updated from time to time, and the version in force at the time of your booking will apply to that service unless a later change is expressly agreed.

By proceeding with a booking, you confirm that you have read, understood and accepted these terms. They are intended to provide a fair framework for the provision of professional cleaning services while allowing flexibility to accommodate different property types and service requirements. For customers using Cleaners SW15, these terms apply alongside any specific service description agreed for the appointment and form the full basis of the contractual arrangement.