These Terms and Conditions govern the provision of cleaning services by Cleaners TW9 to residential and commercial customers within our service area. By making a booking, accessing our services, or allowing our cleaners to enter your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means any individual, company, or organisation requesting services from Cleaners TW9.
Company means Cleaners TW9, the provider of cleaning services.
Services means any cleaning or related services provided by the Company to the Customer, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, and office cleaning.
Premises means the property or location where the Services are to be carried out.
Cleaner means any employee, contractor, or representative engaged by the Company to perform the Services.
2.1 Customers may request Services by completing a booking request through the Company’s chosen communication channels. The Customer must provide accurate and complete information regarding the Premises, the type of service required, preferred dates and times, and any specific requirements.
2.2 All bookings are subject to availability. The Company will confirm acceptance of a booking by providing written confirmation or an equivalent booking confirmation message. A contract for Services is formed only when the Company issues such confirmation.
2.3 The Company reserves the right to decline any booking request at its discretion, including where the Premises are not suitable for safe cleaning or where the requested Services fall outside the scope offered by the Company.
2.4 The Customer is responsible for ensuring there is adequate access to the Premises at the agreed time. Any delays in gaining access may result in a reduced cleaning time or additional charges.
2.5 The Customer must inform the Company at the time of booking of any specific cleaning priorities, sensitive surfaces, or areas that require special attention or must not be cleaned. Failure to do so may limit the Company’s ability to meet the Customer’s expectations.
3.1 The Company will provide the Services with reasonable care and skill and in accordance with industry standards for general cleaning services.
3.2 Unless otherwise agreed, the Company will supply general cleaning equipment and products. Where the Customer prefers or requires use of their own products, this must be agreed in advance and the Customer must ensure the suitability and safety of such products.
3.3 The scope of Services will be as described in the booking confirmation. Any additional tasks requested on the day of the appointment are subject to time, feasibility, and possible additional charges.
3.4 The Cleaner will not undertake any tasks that involve working at unsafe heights, moving heavy furniture or items, or handling materials that may pose health and safety risks.
3.5 The Company does not undertake specialist cleaning services such as mould remediation, biohazard cleaning, or cleaning of areas contaminated by hazardous substances, unless expressly agreed in writing.
4.1 The Customer must provide a safe working environment at the Premises, including adequate lighting, heating, and ventilation.
4.2 The Customer must ensure that the Premises are reasonably tidy and free from excessive clutter so that the Cleaner can perform the Services efficiently and safely.
4.3 The Customer must secure and remove any valuables, fragile items, or sensitive documents from areas to be cleaned. The Company will not be responsible for loss of or damage to items that were not reasonably secured or identified as fragile.
4.4 The Customer is required to notify the Company of any existing damage, defects, or issues at the Premises that might affect the provision of the Services or could be mistaken as damage caused by the Cleaner.
4.5 Where the Customer provides keys or access codes, the Customer warrants that they have the authority to grant access and agrees that the Company may retain key details securely for future appointments as agreed.
5.1 The fees for the Services will be confirmed at the time of booking, based on the service type, estimated duration, and other relevant factors.
5.2 The Company may require payment in advance, a deposit, or card details to secure a booking. Any required deposit will be communicated prior to confirming the booking.
5.3 Unless otherwise agreed in writing, payment is due on the day of service completion. For ongoing services, the Company may issue invoices in advance or on a periodic basis, with payment terms clearly specified on the invoice.
5.4 If a Customer fails to make payment by the due date, the Company reserves the right to suspend or cancel future bookings and may charge interest on overdue amounts in accordance with applicable law.
5.5 All fees are quoted inclusive or exclusive of applicable taxes as specified during the booking process. The Customer is responsible for any bank charges, transaction fees, or currency conversion costs arising from payment.
5.6 The Company reserves the right to update its pricing from time to time. Price changes will not affect confirmed bookings, but may apply to future or recurring appointments, in which case reasonable notice will be provided.
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice. The specific notice period and any applicable fees will be set out in the Company’s cancellation policy communicated at or before the time of booking.
6.2 The Company reserves the right to charge a cancellation fee where insufficient notice is given, where the Cleaner attends the Premises but is unable to gain access, or where the Customer fails to provide necessary information or access details.
6.3 If the Company needs to cancel or reschedule a booking due to unforeseen circumstances such as staff illness, transport disruption, or operational issues, it will use reasonable efforts to notify the Customer and offer an alternative appointment.
6.4 The Company is not liable for any loss, cost, or inconvenience arising from the need to cancel or reschedule a booking, save for refunding any pre-paid fees for Services not provided.
7.1 The Company aims to provide high standards of service and welcomes feedback from Customers.
7.2 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably practicable, and in any event within 48 hours of the service visit, so that any issues can be investigated.
7.3 Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund, or another appropriate remedy. Any re-clean must be scheduled within a reasonable time frame.
8.1 The Company will exercise reasonable care in providing the Services and will maintain appropriate insurance cover in line with its business operations.
8.2 The Company’s liability for loss or damage arising from the Services is limited to direct losses caused by its negligence and shall not exceed the total fees paid or payable by the Customer for the specific appointment during which the incident occurred.
8.3 The Company is not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or any form of special or punitive damages.
8.4 The Company is not responsible for wear and tear, pre-existing damage, or deterioration of any surfaces, furnishings, or items that may be revealed or exacerbated by cleaning.
8.5 The Company is not responsible for damage resulting from the use of cleaning products supplied by the Customer or from following instructions given by the Customer that are contrary to the manufacturer’s guidelines.
8.6 The Customer must report any alleged loss or damage as soon as reasonably practicable, and in any event within 48 hours of becoming aware of it, to enable the Company to investigate and, where appropriate, make an insurance claim.
9.1 The Company will comply with applicable waste management and environmental regulations relating to the disposal of waste generated as part of the cleaning Services.
9.2 Unless specifically included in the service description, the Company’s standard Services do not include the removal of large volumes of waste, bulky items, or regulated waste streams from the Premises.
9.3 Where the Services involve the handling or removal of general household or office waste, the Cleaner will place such waste in the appropriate bins or waste containers provided by the Customer, following any reasonable instructions regarding recycling and separation.
9.4 The Customer is responsible for ensuring that appropriate bins and waste collection arrangements are in place at the Premises and for complying with any local requirements for recycling, waste sorting, and bin usage.
9.5 The Company will not handle or dispose of hazardous waste, including chemical, clinical, or electrical waste, nor any items that require specialist disposal or permits.
10.1 The Company will take reasonable measures to protect the health and safety of its Cleaners and Customers while providing the Services.
10.2 The Customer agrees to inform the Company of any health and safety risks at the Premises, including the presence of pets, aggressive animals, infestations, or hazardous materials.
10.3 The Company reserves the right to withdraw Services immediately if a Cleaner considers the Premises unsafe or unhygienic to a degree that poses significant risk, in which case the Customer may still be liable for a call-out or cancellation fee.
11.1 Where the Customer provides keys or access devices, the Company will take reasonable steps to keep them secure and use them only for the purpose of providing Services.
11.2 The Customer must ensure that any alarm systems, entry instructions, or security protocols are communicated clearly in advance. The Company is not liable for alarms triggered due to incorrect or incomplete information supplied by the Customer.
11.3 Upon termination of recurring services, the Customer may request the return of keys or access devices held by the Company. The Company will use reasonable endeavours to return them promptly by an agreed method.
12.1 Either party may terminate ongoing regular cleaning arrangements by giving reasonable notice as specified in the relevant service agreement or booking confirmation.
12.2 The Company may terminate Services with immediate effect if the Customer materially breaches these Terms and Conditions, including but not limited to non-payment, abusive behaviour towards staff, or persistent cancellation at short notice.
12.3 On termination, the Customer shall pay all outstanding fees for Services performed up to the termination date.
13.1 The Company will handle any personal data provided by the Customer in accordance with applicable data protection laws and its privacy practices.
13.2 The Company will use reasonable efforts to safeguard any confidential information relating to the Customer and the Premises obtained in the course of providing the Services and will not disclose such information except as required by law or necessary to perform the Services.
14.1 The Company may update or amend these Terms and Conditions from time to time. Revised terms will be published or otherwise made available to Customers.
14.2 Changes will not affect bookings already confirmed, unless required by law or regulatory authority. For ongoing or recurring services, the revised terms may apply after reasonable notice is given to the Customer.
15.1 These Terms and Conditions and any disputes arising out of or in connection with them or the provision of the Services shall be governed by and interpreted 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 or claim arising from or in connection with these Terms and Conditions or their subject matter.
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
16.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
16.4 These Terms and Conditions, together with any booking confirmation or service agreement, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understandings or arrangements.
Call our cleaners TW9 company today and make your home the cleanest in the area again with our help!
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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