Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which our domestic and commercial cleaning services are supplied. By making a booking, the customer agrees to be bound by the terms below. Please read them carefully before confirming a service. They apply to all routine and one-off appointments, unless we agree otherwise in writing. In these terms, references to “we”, “us” and “our” mean the cleaning service provider, and references to “you” and “your” mean the person, business or organisation booking the service.

Our aim is to provide a clear, fair and professional service framework. These terms apply to standard cleaning work, specialist cleaning, end-of-tenancy cleaning and related services where offered. They are intended to explain how bookings are made, how payment is handled, how cancellations work, and where responsibility begins and ends. Nothing in these terms affects your statutory rights as a consumer, where applicable.

By proceeding with a booking, you confirm that you have read and understood these terms. If you are booking on behalf of another person or organisation, you confirm that you have authority to accept these conditions on their behalf. We may update these terms from time to time, and the version in force at the time of booking will apply to that service.

1. Booking Process

All cleaning services are subject to availability. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. We may request details about the property, the type of cleaning required, access arrangements, parking restrictions, specific areas to be cleaned, and any special instructions that may affect the time needed or the materials required.

When you request a service, you must provide accurate and complete information. This includes the size and condition of the premises, whether pets are present, and whether there are any hazards, fragile surfaces or items that require particular care. If the information you provide is incomplete or inaccurate, we may revise the quotation, adjust the schedule, or decline the job if the service can no longer be carried out safely or properly.

We reserve the right to decide the most appropriate number of operatives, equipment and time allocation for each booking. Quotations are based on the information available at the time and may be subject to reassessment on arrival if the condition of the property differs materially from the description supplied. Any significant changes may affect the final price and completion time. Cleaners TW9 bookings follow the same general process as other locations, unless a separate service agreement applies.

2. Access, Preparation and Service Conditions

You must ensure that we have suitable access to the premises at the agreed time. If we are unable to enter because of locked doors, absent keys, incorrect codes, or a lack of access permission, we may treat the appointment as cancelled by you and charge a call-out or cancellation fee. If a key is held by us for service purposes, it will be stored and handled with reasonable care, but you remain responsible for ensuring the accuracy of any access details.

Before the appointment, you should remove valuables, confidential documents, and items that you do not want cleaned, moved or handled. We are not responsible for loss or damage to items that were left unsecured, hidden, fragile or not disclosed as requiring special care, unless the loss or damage was caused by our negligence. We may refuse to clean items that appear unsafe, heavily soiled with hazardous substances, or likely to cause damage if handled in the normal course of cleaning.

Where a service requires specialist products, machines or techniques, we will use reasonable skill and care. However, certain materials and finishes may be sensitive to cleaning methods, and we cannot guarantee the removal of every stain, mark or odour. Any estimate of time or results is given in good faith, but it is not a promise of a particular outcome unless expressly stated in writing. Cleaning services in TW9 are provided under these same practical limitations.

3. Payments and Charges

Our charges may be based on an hourly rate, a fixed quotation, or a combination of both depending on the type of service. Unless otherwise agreed, all prices are stated in pounds sterling and may be subject to VAT where applicable. The price quoted will usually cover labour and standard cleaning materials, but specialist products, parking, congestion-related costs, or disposal charges may be added where necessary and where permitted by law.

Payment terms will be confirmed at the time of booking or in the quotation. In many cases, payment is due on completion of the service, but we may request a deposit or full prepayment for certain appointments, including larger bookings, first-time customers, or jobs involving specialist equipment. If payment is not made by the due date, we may charge reasonable interest and recovery costs to the extent allowed by law. We may also suspend future services until outstanding balances are settled.

Any additional work requested during the appointment must be authorised by you or a person acting on your behalf before it is carried out. If the job takes longer than expected because the property is more heavily soiled, cluttered, or larger than described, we may charge extra time at the applicable rate. We will always aim to keep you informed about cost changes before proceeding wherever reasonably practicable.

4. Cancellations, Amendments and Missed Appointments

You may cancel or amend a booking by giving us reasonable notice. The exact notice period may vary depending on the service type, but cancellations made too close to the appointment time may be charged in full or in part, especially where staff, transport, products or equipment have already been allocated. If we agree to reschedule, the original availability is not guaranteed.

We may cancel or postpone an appointment if we are unable to provide the service due to illness, unsafe conditions, access issues, extreme weather, equipment failure, or other circumstances beyond our reasonable control. In that event, we will seek to rearrange the service at a mutually convenient time or refund any advance payment for the cancelled portion. We are not liable for consequential losses arising from a postponement, except where required by law.

If you are not present when the service is due to begin and access has not been arranged, or if the premises are not ready for cleaning, we may charge a missed appointment fee. This also applies where essential utilities are unavailable and the service cannot be completed effectively. A customer who repeatedly fails to provide access or cancels late may be refused future bookings at our discretion.

5. Liability and Limitations

We will exercise reasonable care and skill in carrying out the cleaning service. However, our liability is limited to direct loss or damage caused by our proven negligence or breach of contract. We are not responsible for indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, unless such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

Where damage is alleged, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service. You should provide clear evidence of the issue and allow us a fair opportunity to inspect the matter. If damage is caused by our negligence, our liability will usually be limited to the reasonable cost of repair or replacement, taking account of fair wear and tear, age, and condition. We may choose to arrange repair directly where appropriate.

We are not liable for pre-existing defects, hidden damage, structural weakness, poor installation, faulty fixtures, or items that were already worn, unstable or unsuitable for normal cleaning. We also do not accept responsibility for issues arising from unsuitable cleaning instructions given by you or from your failure to disclose risks. Cleaning company terms of this kind are designed to reflect the practical limits of service work and the need for fair risk allocation.

6. Customer Responsibilities

You must ensure that the premises are reasonably safe for cleaning staff and that any known risks are disclosed in advance. This includes electrical hazards, slippery surfaces, broken fittings, aggressive animals, biohazards, and restricted areas. If we believe the environment is unsafe, we may refuse to begin or continue the work until the issue has been resolved. Time lost because of unsafe or unsuitable conditions may still be chargeable.

You are responsible for securing children, pets, and vulnerable persons during the appointment. We cannot supervise children, manage animals, or take responsibility for personal care tasks. If our staff are asked to move items, operate appliances, or use access equipment that belongs to you, you accept responsibility for the condition and suitability of those items unless we knowingly use them negligently. Any special instruction that contradicts these terms must be agreed in writing.

It is your responsibility to check that any expected outcome is realistic for the condition of the property and the time booked. In some cases, repeated or specialist cleaning may be needed to improve heavily neglected areas. We may decline to handle items of exceptional value, irreplaceable sentimental significance, or articles that require conservation-level treatment rather than ordinary cleaning.

7. Waste Handling and Environmental Compliance

Any waste arising from the service will be handled in accordance with applicable waste regulations and environmental rules. We will not remove controlled, hazardous, clinical, asbestos-related, chemical or other regulated waste unless we have expressly agreed to do so in advance and are permitted to handle it. Standard domestic rubbish, if removed by arrangement, will be disposed of responsibly, but you remain responsible for ensuring that the waste is correctly identified and presented.

You must disclose any materials that may require special handling, including sharps, mould-contaminated items, bodily fluids, solvents, paint, pesticides, or contaminated cleaning cloths. If such waste is discovered during the service and was not disclosed beforehand, we may stop the work, charge for time already spent, and request that you arrange specialist disposal. We will not knowingly breach waste transport, segregation or disposal requirements.

Where we supply cleaning products, we aim to use products that are appropriate for the task and handled in line with product instructions. You should inform us if anyone in the property has allergies, asthma, skin sensitivities or other reactions to chemicals. Where practical, we may use lower-odour or alternative products, but we cannot guarantee complete avoidance of all irritation or airborne particles. Compliance with waste regulations and product safety requirements forms an important part of our service standards.

8. Complaints, Service Issues and Corrections

If you are unhappy with any aspect of the service, you should notify us promptly so the issue can be reviewed. Where it is reasonable and appropriate, we may offer a return visit, remediation or partial refund depending on the circumstances. Any decision will take into account the original instructions, the state of the property, the scope of the work, and whether the issue was caused by factors outside our control.

We are not obliged to repeat work that could not reasonably have been achieved within the agreed time, budget or condition of the property. If you fail to raise an issue promptly, this may affect our ability to investigate or remedy it. A complaint does not entitle you to withhold payment for the undisputed portion of the service unless a court or other competent authority requires otherwise.

Where a dispute cannot be resolved informally, the parties should act reasonably and keep records of relevant communications, photographs and invoices. We value clear communication and aim to resolve service matters without unnecessary delay. This approach supports fairness for both sides and helps maintain consistent standards across all cleaning service bookings.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless you are a consumer entitled to bring proceedings in another part of the United Kingdom under mandatory law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

We may assign or subcontract any part of the service where appropriate, but this will not affect our obligations to you under these terms. You may not transfer your rights or obligations without our written consent. Any failure by us to enforce a right under these terms will not be treated as a waiver of that right.

These conditions are intended to create a balanced and transparent framework for professional cleaning work. They apply to the extent permitted by law and are designed to support dependable service delivery, responsible conduct and fair treatment for both parties.