Terms and Conditions for Domestic and Commercial Cleaning Services

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners SW12. They apply to domestic and commercial bookings, including one-off appointments, recurring visits, deep cleans, end-of-tenancy cleaning, and specialist tasks where agreed in advance. By making a booking, the client confirms that they have read, understood, and accepted these terms. The purpose of this document is to establish a clear working arrangement, protect both parties, and ensure that expectations are transparent from the start.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, while “you” and “your” refer to the client, customer, or account holder. These terms should be read together with any written quotation, service description, booking confirmation, or amended instruction agreed before the service begins. If there is any conflict between a booking note and these terms, the more specific written instruction will apply to the extent permitted by law.

Our cleaning company reserves the right to refuse, suspend, or withdraw services where property conditions, safety concerns, unlawful requests, or non-payment issues make it unreasonable to continue. We aim to provide a professional service carried out with care, honesty, and reasonable skill. However, cleaning results will always depend on the condition of the property, the materials present, and the time booked.

Booking Process and Service Confirmation

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking request is not binding until it has been accepted by us and confirmed in writing or by another clear record. The booking confirmation may include the date, estimated duration, service type, price, access arrangements, and any special instructions. It is your responsibility to check the details carefully and notify us promptly of any errors or omissions.

For certain services, we may need additional information before confirming the appointment. This may include the size and condition of the property, parking or access restrictions, the presence of pets, fragile surfaces, or any specific cleaning products to avoid. Where a quotation is based on incomplete or inaccurate information, we may revise the price, amend the scope, or decline the job. This applies particularly to specialist cleaning and larger projects where the workload may differ from the initial description.

Appointments are scheduled based on availability and operational planning. While we make every effort to attend on time, arrival windows are estimates rather than guarantees unless expressly stated otherwise. Delays caused by traffic, weather, equipment issues, or previous jobs may occur. In such cases, we will try to keep you informed and, where appropriate, arrange a revised time. Cleaners SW12 may also assign another suitable cleaner or team member to complete the booking if necessary.

Payments, Prices, and Invoicing

The price for the cleaning service will be set out in the quotation, booking confirmation, or invoice. Unless agreed otherwise, all prices are inclusive of labour only and may not include specialist materials, parking charges, congestion-related costs, or additional services requested on the day. If extra work is requested after the booking has started, we may charge an additional fee based on the time, labour, and supplies required.

Payment terms will be confirmed at the time of booking or on the invoice. In many cases, payment is due in full on the day of service completion, although advance payment or deposits may be required for certain bookings, especially recurring contracts, larger properties, or high-value specialist tasks. We may accept payment by bank transfer, card, or other approved methods. Where payment is not received when due, we reserve the right to suspend future services, charge reasonable recovery costs, and take steps to recover outstanding sums.

If an invoice is disputed, you must notify us promptly and provide full details of the issue. Undisputed amounts remain payable by the original due date. We may correct genuine billing errors where evidence supports an adjustment. Any discount, promotion, or special rate offered for one appointment does not create an ongoing entitlement unless expressly agreed in writing.

We may update our prices from time to time. Updated rates will not affect confirmed bookings already accepted, unless the booking scope changes materially or the client requests additional services. If a recurring service is subject to a price review, we will aim to give reasonable notice before the revised rate takes effect.

Cancellations, Rescheduling, and Access

We understand that plans can change. If you need to cancel or reschedule a booking, you should notify us as soon as possible. For standard appointments, we may require a minimum notice period, which will usually be stated in your booking confirmation or invoice. If adequate notice is not given, a cancellation fee may apply to cover reserved time, scheduling loss, and administrative costs.

Certain services, including same-day, urgent, or specialist appointments, may be subject to stricter cancellation rules. Where a cleaner arrives at the property and is unable to gain access, or the job cannot proceed because utilities are unavailable, the property is unsafe, or the instructions provided are materially incorrect, the booking may be charged in full or in part. This includes situations where keys, codes, or entry arrangements have not been made available as agreed.

If you wish to change the scope of the work on the day of service, we will try to accommodate the request where possible, but we are not obliged to complete tasks outside the original booking if there is insufficient time, equipment, or staffing. Any adjustment may affect the final price. In recurring arrangements, either party may end future visits by giving reasonable notice, subject to any agreed minimum term or contractual commitment.

Liability, Property Care, and Service Limits

We take reasonable care when carrying out all cleaning services, but liability is limited to losses caused directly by our proven negligence or breach of contract. We are not responsible for pre-existing damage, wear and tear, hidden defects, structural issues, faulty fittings, unstable items, or damage caused by unsuitable materials or surfaces. Where surfaces are delicate, antique, untreated, or require specialist care, you must tell us before the service begins.

Our team may decline to use certain chemicals, tools, or methods if they are unsuitable for the property or could increase the risk of damage. If you request that we proceed against our advice, you do so at your own risk, except where the law provides otherwise. We may also refuse to move heavy or awkward items if doing so presents a safety risk or could cause damage to the property, furnishings, or flooring.

To the fullest extent permitted by law, we shall not be liable for indirect, incidental, or consequential losses, including loss of profit, business interruption, missed appointments with third parties, or emotional distress. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Where property keys, access devices, alarm codes, or instructions are entrusted to us, we will take reasonable steps to keep them secure and use them only for the agreed service. However, you remain responsible for ensuring that any alarm, security, or entry system is functioning correctly and that the information supplied is accurate. Cleaners SW12 will not be liable for delays caused by incorrect access details or systems that fail through no fault of our own.

Waste Regulations and Disposal Duties

Waste disposal associated with cleaning services must comply with applicable UK laws and regulations. We may remove ordinary domestic waste or cleaning residue only where this is part of the agreed service and where the waste is lawful to handle and dispose of. We will not remove hazardous materials, clinical waste, asbestos, sharp objects, chemicals requiring specialist treatment, or any item that cannot be lawfully transported without appropriate arrangements.

If the job produces waste that requires special handling, you are responsible for arranging suitable collection, removal, or disposal unless we have expressly agreed otherwise in writing. Any waste left by third parties, building works, or tenancy-related clearances must be disclosed before the appointment. We may refuse to touch, bag, move, or dispose of items that appear unsafe, contaminated, illegal, or likely to breach waste management obligations.

You must ensure that the property has appropriate waste storage and disposal arrangements where required by law. If we are asked to transport waste in connection with the service, you agree to provide accurate information about its nature and to cooperate with any lawful handling requirements. We reserve the right to stop work if we believe continued handling of waste would create a legal, environmental, or health and safety risk.

Client Responsibilities and Working Conditions

You are responsible for ensuring that the property is reasonably safe and accessible at the time of service. This includes providing water, electricity, lighting where necessary, and a clear working environment free from excessive obstruction. Valuable, fragile, or confidential items should be secured or removed before the cleaner arrives. We will not be responsible for items left in an unsafe position or for losses arising from a failure to protect them properly.

Where pets are present, you must inform us in advance and ensure they do not interfere with the work or create an unsafe environment. If a pet becomes aggressive, distressed, or difficult to manage, we may pause or end the service. You must also disclose any known health or safety concerns, such as contamination, infestations, bodily fluids, mould, or any condition that could require specialist treatment or additional protective measures.

We expect respectful conduct towards our staff and contractors. Abusive, threatening, discriminatory, or harassing behaviour will not be tolerated. If such behaviour occurs, we may terminate the visit immediately and charge for time already spent. The same applies if the property condition or instructions make it impossible to work safely or lawfully.

Complaints, Changes, and General Terms

If you believe that a service issue has occurred, you should notify us within a reasonable time after the appointment so that we can review the matter fairly. We may ask for photographs, a description of the issue, or access to the property to assess any complaint. Where a fault is confirmed and attributable to us, our remedy may include re-attendance, a partial refund, or another appropriate solution, depending on the circumstances and the extent of the issue.

We may update these terms from time to time to reflect changes in law, business practices, insurance requirements, or service arrangements. The version in force at the time of booking will apply to that booking unless a change is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

These terms do not create any partnership, joint venture, or employment relationship between us and the client. Any delay or failure to enforce a right under these terms will not prevent us from enforcing that right later. The headings are provided for convenience only and do not affect interpretation.

Governing Law and Jurisdiction

These terms and any dispute or claim arising from or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are a consumer, you may also have rights under applicable statutory protections that cannot be excluded by contract.

By proceeding with a booking, you agree that the service will be delivered on the basis of these terms, together with any specific written instructions agreed for the appointment. If you do not accept any part of these terms, you should not proceed with the booking. Continued use of the service after any update will be treated as acceptance of the revised terms to the extent permitted by law.