Terms and Conditions for Cleaning Services in SW5

These Terms and Conditions set out the basis on which our cleaning services are supplied to residential and commercial customers. By making a booking, you agree to the provisions below, which are designed to create a clear, fair and workable arrangement for both parties. Throughout this document, references to “we”, “us” and “our” mean the cleaning provider, and references to “you” or “the customer” mean the person, business, tenant, landlord or authorised representative requesting the service. These terms apply to all domestic cleaning, end of tenancy cleaning, one-off cleaning, regular cleaning, deep cleaning and related services arranged under the Cleaners SW5 name, subject to any written variation agreed in advance.

Our service is intended to be flexible, professional and transparent. However, it is important that you read these terms carefully before confirming an appointment. The agreement between you and us is formed when a booking is accepted, whether that booking is made online, by telephone, by email or through another authorised method. Unless otherwise agreed in writing, these Terms and Conditions will apply to every visit, including recurring appointments and ad hoc cleans.

We may update these terms from time to time to reflect changes in our service structure, operating procedures or legal requirements. The version in force at the time of booking will usually apply to that booking. If a material change is made after a booking has been accepted, we will apply the booking terms that were in place when the appointment was confirmed, unless the change is required by law.

1. Booking process

Bookings are accepted subject to availability and the accuracy of the information you provide. When requesting a cleaning service, you must ensure that the property address, access details, preferred service type, approximate size of the premises, and any special requirements are supplied correctly. If you book on behalf of another person, you confirm that you are authorised to do so and that the person receiving the service is aware of these terms.

A booking is not confirmed until we have acknowledged it and, where relevant, received any required deposit, upfront payment or written confirmation. We may refuse or cancel a booking if the requested service is outside our scope, if access arrangements appear unsuitable, if the property condition is materially different from that described, or if we believe the service cannot be delivered safely, lawfully or within a reasonable timeframe.

You must provide notice of any known hazards, including but not limited to broken fixtures, exposed wiring, unstable flooring, aggressive pets, biohazards, mould contamination, pest activity, heavy contamination, or items that should not be touched. Failure to disclose such issues may affect the service, the schedule, the price, or our ability to complete the work. Where a visit requires additional materials, more than one cleaner, specialist equipment or extra time, we may revise the quotation before work begins.

2. Payment terms

Prices are usually quoted based on the information available at the time of booking and may be fixed or estimated depending on the service type. Unless stated otherwise, payment is due upon completion of the service on the same day. For some recurring or high-value services, we may require advance payment, a deposit or staged payments. All such requirements will be communicated before the booking is finalised.

Payments may be made using approved methods notified to you in advance. If payment is not received when due, we reserve the right to suspend further services, charge reasonable recovery costs, and seek payment through lawful means. Any overdue sum may be subject to interest and administrative fees to the extent permitted by applicable law. You are responsible for ensuring that your chosen payment method is valid and that sufficient funds are available.

3. Cancellations, rescheduling and access

You may cancel or reschedule a booking by providing reasonable notice. The amount of notice required may vary depending on the service, the size of the appointment and the amount of preparation involved. If cancellation occurs too close to the agreed time, we may charge a cancellation fee to cover lost time, allocated staff and travel costs. Where a cleaner has already arrived at the property and access is not provided, the appointment may be treated as a late cancellation or failed visit.

We may also need to reschedule or cancel a booking due to operational reasons, unsafe conditions, severe weather, staff illness, equipment failure, unforeseen transport disruption or any other event outside our reasonable control. In such circumstances, we will use reasonable efforts to offer an alternative time. Our liability for rescheduling in these circumstances is limited to the value of the affected service, unless otherwise required by law.

If you require us to enter a property using keys, codes or concierge access, you are responsible for ensuring the access method is correct and available at the agreed time. Where access cannot be obtained, we may leave after a reasonable waiting period and charge for the wasted visit. If you ask us to collect or return keys, we will handle them with reasonable care, but you remain responsible for confirming that any key release or handover instructions are accurate.

4. Service standards and customer responsibilities

We will provide our services with reasonable skill and care, using staff or contractors who are suitably instructed for the task. While we aim to achieve a high standard of cleaning, outcomes will depend on the condition of the property, the type of materials present, the length of time dirt or staining has been present, and the accuracy of the information supplied at booking. Certain marks, limescale, ingrained stains, odours, water damage, grease build-up, paint, rust and similar issues may not be fully removable.

You agree to remove or secure valuables, cash, jewellery, sentimental items, confidential papers and fragile possessions before the service begins. We do not undertake to count or inventory items in the property. Unless agreed otherwise, we are not responsible for organising cupboards, sorting personal belongings, moving excessively heavy furniture or handling items that may be hazardous or of exceptional value.

Where a service involves the use of your appliances, surfaces, fabrics or fittings, you must ensure they are in a reasonably safe condition for cleaning. We may decline to clean items that appear unsafe, damaged, unsuitable for wet cleaning or likely to be harmed by standard methods. If you request a particular product or method, you accept that any associated risk should be considered before work commences.

5. Liability and limitations

We accept responsibility for loss or damage only where it is caused by our proven negligence, deliberate misconduct or failure to exercise reasonable care and skill. Our liability does not extend to pre-existing damage, wear and tear, hidden defects, defective installations, items incorrectly assembled, or harm caused by unsuitable instructions given by you. We are not liable for indirect or consequential losses, including loss of profits, loss of business, loss of rental income, or missed opportunities, except where such exclusion is not permitted by law.

Where damage is alleged, you must notify us within a reasonable time and provide supporting evidence. We may inspect the item or property and may request photographs, receipts, estimates or other relevant information. If liability is established, our remedy may include repair, replacement or a refund, at our discretion, subject always to any mandatory consumer rights that apply.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If a claim is made, any amount recoverable will be limited to the price paid for the specific service that gave rise to the claim, except where a higher limit is required by law.

6. Waste handling and environmental compliance

We operate in accordance with applicable UK waste regulations and expect all waste arising from a service to be handled responsibly. Normal cleaning waste such as packaging, vacuum contents, disposable cloths, dust and general debris may be collected and disposed of in the bins or facilities provided by the property owner, landlord, managing agent or occupier, where lawful and practical to do so. You are responsible for ensuring suitable disposal arrangements are available.

We do not remove hazardous waste, clinical waste, sharps, asbestos, solvent containers, chemicals requiring special disposal, or any materials that require licensed waste handling unless this has been expressly agreed in writing and arranged lawfully. If we encounter waste that cannot be handled safely, we may stop work, isolate the area where possible and notify you. Any additional disposal service, skip use, special collection or third-party waste contractor costs will be charged separately if you request such assistance.

You must not ask us to dispose of items in a way that breaches environmental, housing, building or local authority rules. If your property contains restricted waste, please inform us in advance so that we can assess whether the service can proceed. We reserve the right to refuse disposal tasks that could create legal or environmental risk.

7. Complaints, omissions and reattendance

If you believe something has been missed or completed unsatisfactorily, you should notify us within a reasonable period after the visit so that we can assess the matter. For many cleaning services, a return visit may be the most appropriate remedy, provided the issue is reported promptly and the property has not been altered after the service. You must allow reasonable access for any follow-up inspection or corrective work.

We may decline a complaint where the issue arose because of inaccurate booking information, inaccessible areas, insufficient time, interference after the service, or normal limitations of cleaning work. We are not responsible for standards that exceed the agreed scope, for example where a customer expected restoration work, specialist stain removal or cosmetic repairs that were never included in the quotation.

Any goodwill gesture, partial refund or reattendance offered by us is made without admission of liability unless expressly stated otherwise. Such an offer is discretionary and does not create a precedent for future bookings.

8. Termination and suspension

We may suspend or end the provision of services immediately if you fail to pay amounts due, if access is unsafe or impossible, if abusive or threatening behaviour occurs, if the property presents an undisclosed hazard, or if continuing would expose our staff to unlawful or unreasonable risk. If a booking is terminated for these reasons, you may still be charged for work already performed, travel time, materials used and any reasonable costs incurred.

You may also end a recurring arrangement by giving notice in accordance with the booking terms agreed for that arrangement. Any outstanding balance must be settled before the service relationship is concluded. Termination does not affect rights and obligations that have already accrued, including payment obligations, liability claims and confidentiality commitments where applicable.

We may assign, transfer or subcontract any part of the service where appropriate, provided that this does not materially reduce the standard of care promised to you. You may not assign your rights under these terms without our prior written consent.

9. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law grants you the right to bring proceedings elsewhere.

If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy.

10. General provisions

These terms form the entire agreement between you and us in relation to the relevant cleaning service unless varied in writing. Any statement, description or estimate provided before booking is intended to be helpful but does not override these terms unless expressly confirmed. We may rely on electronic communication, digital booking records and written confirmations as evidence of the agreed arrangement.

By proceeding with a booking, you acknowledge that you have read, understood and accepted these Terms and Conditions. Our aim is to provide a reliable cleaning service with clear expectations, lawful handling of waste, fair payment arrangements and sensible limits on liability. If any conflict arises between a quote, booking note and these terms, the most recently agreed written term will generally prevail, subject to applicable law.