Terms and Conditions for Cleaners SW17

These Terms and Conditions set out the basis on which Cleaners SW17 provides domestic and commercial cleaning services. By making a booking, you agree to the terms below, which are designed to create a clear and fair arrangement between you and the service provider. Please read them carefully before confirming any appointment.

The purpose of these terms is to explain how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities each party has in relation to access, property, safety, and waste. They also explain the limits of liability and the rules that apply to the removal or handling of waste materials. These terms apply to standard cleaning, end of tenancy cleaning, deep cleaning, and related services unless otherwise agreed in writing.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer, client, or person making the booking. A booking confirmed by email, message, telephone, online request, or any other accepted method shall be treated as acceptance of these terms.

1. Booking Process

All bookings are subject to availability and confirmation. A request for a cleaning service does not create a contract until we have confirmed the appointment and, where required, received any deposit or prepayment. We may ask for information about the size of the property, the type of cleaning required, the condition of the premises, and any special requirements that may affect time, staffing, or equipment.

To ensure an accurate service arrangement, you must provide correct and complete details when making a booking for cleaners in SW17 or any other service area. If the information supplied is incomplete or inaccurate, we may revise the price, the service duration, or the scheduled team size. We are not responsible for delays or additional charges caused by incorrect details supplied by you.

We reserve the right to decline a booking where we reasonably believe the requested service cannot be delivered safely, lawfully, or to a suitable standard within the agreed circumstances. If we need to make changes to a confirmed appointment due to operational reasons, we will use reasonable efforts to notify you and arrange an alternative time.

2. Service Scope and Customer Responsibilities

The scope of work will be limited to the services expressly agreed at booking. Any additional tasks requested on the day may be accepted at our discretion and may be charged separately. Unless agreed otherwise, our services are limited to cleaning tasks only and do not include repairs, specialist restoration, heavy lifting, or work requiring trade certification.

You must ensure that the property is safe, accessible, and suitable for cleaning at the scheduled time. This includes providing access to water, electricity, and, where relevant, heating or ventilation. You should remove or secure valuables, fragile items, confidential papers, and any items that require special handling. We may refuse to clean areas that present a risk to staff, equipment, or property.

If a property is excessively cluttered, unsanitary, or unsafe, we may reduce the scope of work, reschedule the service, or terminate the visit where continuing would be unreasonable. In such cases, the full fee may still be payable if the appointment has been reserved and attendance has taken place. Any recommendation or observation made by us about the condition of the property does not create an obligation to carry out work outside the booked service.

3. Payments, Fees, and Invoicing

Prices are usually quoted based on the information provided at the time of booking. Unless stated otherwise, all prices are inclusive of standard labour and agreed materials only. Additional charges may apply for parking, congestion, specialist products, extra staff, unusually heavy soiling, or work that exceeds the original booking description.

Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit, or payment on completion depending on the service type and scheduling arrangement. For some recurring or larger-scale jobs, we may issue an invoice with a specified due date. Late payment may result in administration charges, suspension of future bookings, or recovery action where appropriate.

Where payment is made by card, bank transfer, cash, or another accepted method, you are responsible for ensuring that payment is made in full and on time. Discounts, promotional rates, or quoted prices are valid only for the period and conditions stated. If the service specification changes after confirmation, we may revise the final amount to reflect the updated work.

4. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the service, team allocation, and booking size. If sufficient notice is not provided, a cancellation fee may apply. Where a booking is cancelled after staff have been allocated, dispatched, or arrived at the property, the full or partial service charge may be retained to cover costs.

If we are unable to gain access at the agreed time because of keys, codes, gate problems, locked premises, or the absence of an authorised person, the appointment may be treated as a late cancellation or failed visit. You are responsible for ensuring that access arrangements are accurate and workable. Waiting time caused by delayed access may be chargeable at our standard rate or may reduce the time available for cleaning.

We may reschedule or cancel a booking where unavoidable circumstances arise, including staff illness, severe weather, transport disruption, safety concerns, or equipment failure. Where this happens, we will aim to offer a new appointment as soon as reasonably possible. Our liability for cancellation in these circumstances is limited to refunding any prepaid amount for the cancelled element of the service.

5. Liability, Damage, and Limitations

We will perform our services with reasonable care and skill. If damage is caused by our negligence and is reported promptly, we will investigate and, where liability is accepted, we may repair, replace, or compensate up to the reasonable value of the affected item or the cost of the cleaning service, whichever is lower and appropriate in the circumstances.

We are not liable for pre-existing damage, wear and tear, defects, hidden faults, unsecured fittings, or items that are unstable, fragile, or improperly installed. We are also not responsible for damage arising from items left in unsafe positions, from unsuitable cleaning instructions, or from the use of materials or products not approved by us. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

If you believe loss or damage has occurred, you must notify us as soon as reasonably possible and provide any relevant evidence, including photographs where available. You must also take reasonable steps to reduce further loss. Failure to report an issue promptly may affect our ability to investigate and may limit any remedy available.

6. Waste Regulations and Disposal

Our cleaning services may involve the collection of general waste, packaging, disposable cloths, or other non-hazardous materials arising directly from the booked service. All waste handling will be carried out in accordance with applicable UK waste laws and environmental requirements. We will not remove, transport, or dispose of regulated waste unless this has been agreed in advance and can be lawfully undertaken.

You must inform us in advance if there are sharps, bodily fluids, chemical residues, asbestos, medical waste, pest-infested materials, or any other hazardous substances on the premises. Such items may require specialist handling and cannot be treated as normal cleaning waste. If undisclosed hazardous waste is encountered, we may stop work immediately and charge for time spent, travel, and any necessary safety measures.

Unless otherwise agreed, the customer remains responsible for the final disposal of waste removed from the property. Where we agree to bag, sort, or place waste for collection, this is done as a service convenience and does not transfer legal responsibility for the waste except where lawfully stated otherwise. You agree not to request disposal of items that would breach environmental, transport, or health and safety rules.

7. Complaints, Rework, and Service Standards

We aim to provide a professional and consistent service. If you are dissatisfied with any aspect of the work, you must notify us within a reasonable period after the service has been completed. We may ask for supporting information and may offer a re-attendance, partial re-clean, or other reasonable remedy where appropriate.

Any rework offer is made without admission of liability and is intended to resolve genuine service concerns fairly. Rework will usually be limited to the original scope of the booking and does not cover areas that were excluded, inaccessible, or not ready for cleaning. If a complaint relates to a matter outside our control, such as pre-existing staining or structural defects, no additional obligation will arise.

We reserve the right to determine, acting reasonably, whether a reported issue falls within the service standard agreed at booking. Where a customer declines a reasonable remedy, any further claim will be assessed in line with these terms and applicable law.

8. Customer Property, Keys, and Security

Where keys, fobs, alarm codes, or access cards are provided, you remain responsible for ensuring they are valid and secure. Any items entrusted to us will be handled with reasonable care, but we are not liable for losses caused by inaccurate instructions, defective locks, or security systems that fail independently of our actions. We recommend that customers keep a record of who has access and ensure that all permissions are up to date.

We may, where agreed, collect and return keys or access devices. If this is part of the service arrangement, you authorise us to hold such items for the purpose of carrying out booked services. We will take reasonable precautions in relation to security, but you acknowledge that no system is risk-free and that your own insurance arrangements should remain appropriate.

If our team encounters suspected illegal activity, unsafe conditions, or circumstances that may place staff or occupants at risk, we may leave the property and report the issue internally for review. In such cases, fees may still apply for time spent attending the booking.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights or statutory provisions provide otherwise.

If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any part of these terms on one occasion does not mean we waive our right to enforce it later. Any variation to these terms must be agreed in writing or otherwise clearly confirmed by us.

These terms represent the full agreement between you and the provider for the relevant cleaning booking and supersede any prior discussions, messages, or informal statements to the extent permitted by law. By proceeding with a booking for Cleaners SW17, you confirm that you have read, understood, and accepted these service terms.