Terms and Conditions for Cleaning Services

These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cleaners Clapham and set out the basis on which cleaning appointments are arranged, delivered, paid for and cancelled. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These provisions are designed to create clear expectations for both parties and to support a professional, efficient and lawful service.

In these terms, references to “we”, “us” and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer or person authorising the booking. Where a customer books on behalf of a household, landlord, tenant, business or managing agent, that person confirms they have authority to agree to these terms. The agreement applies whether the service is one-off, recurring, deep cleaning, end-of-tenancy cleaning, or any other domestic cleaning arrangement.

We reserve the right to update these terms from time to time to reflect changes in law, operational practice or service requirements. The version in force at the time of booking will apply to the relevant appointment unless a later update is required by law. Any change will not affect services already paid for and confirmed unless the change is necessary for legal compliance or to address safety concerns.

Booking Process

Bookings may be requested by telephone, email, online form or another agreed communication method. A booking is not guaranteed until it has been accepted and confirmed by us. Confirmation may include the service date, approximate arrival window, type of cleaning service, expected duration, price or pricing basis, and any special requirements discussed at the time of booking.

It is your responsibility to provide accurate information when requesting a service. This includes the property address, access instructions, service type, number of rooms, condition of the premises, presence of pets, parking restrictions, alarm systems, and any known hazards. Cleaners Clapham may adjust the price, time required or staffing levels if the information supplied is incomplete or inaccurate. If a booking cannot be safely or reasonably fulfilled due to missing information, we may pause, amend or refuse the appointment.

We may ask for photographs, additional details or confirmation of expectations before accepting a booking, particularly for specialist or heavily soiled properties. Any quoted timeframes are estimates unless expressly stated otherwise. Cleaning outcomes can vary depending on the condition of the premises, available access and time permitted. The service is provided on a best-efforts basis and will be carried out with reasonable skill and care.

Service Standards and Customer Responsibilities

You must ensure that the property is reasonably accessible at the agreed time. This includes providing entry, unlocking doors, disabling alarms where necessary, and ensuring that the premises are safe to work in. If the cleaner is unable to gain access, or access is delayed beyond a reasonable period, the appointment may be treated as cancelled at short notice and a charge may apply.

Before the service begins, you should remove or secure valuable, fragile, confidential or personal items if you do not want them to be handled during cleaning. While our team will act with reasonable care, we are not responsible for items left in places where cleaning activity would ordinarily occur unless loss or damage is caused by our negligence. Where special handling is required, this should be agreed in advance in writing or by recorded message.

You agree to notify us in advance of any surfaces, materials, appliances or fixtures that require special treatment or that may be damaged by standard cleaning methods. Examples include untreated wood, delicate stone, antique items, specialist flooring, or unsealed surfaces. If you ask us to proceed despite a known risk, you accept that the service may be limited to safe methods only.

If cleaning products, equipment or techniques are supplied by you rather than by us, you are responsible for ensuring they are suitable, safe and compliant with applicable standards. We may refuse to use products that are unsafe, unlabeled, expired, contaminated or otherwise unsuitable. Our staff may also refuse to use any item that poses a health or safety risk.

Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed, payment is due immediately after completion of the service or by the deadline shown on the invoice for account customers. We may require advance payment, a deposit, or full prepayment for certain services, including one-off bookings, large jobs, short-notice appointments, or services requiring specialist materials.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on our tax status and the service being provided. If VAT is applicable, this will be shown where required by law. The final price may vary if the actual job differs materially from the description provided at booking, if extra time is needed, or if additional tasks are requested on site and agreed by both parties.

Where payment is not received on time, we reserve the right to suspend further services, charge reasonable recovery costs permitted by law, and apply interest or late payment charges where lawful. Any disputed invoice must be raised promptly and in good faith. You must still pay any undisputed amount by the due date.

Discounts, promotions or package pricing are offered at our discretion and may be withdrawn or amended for future bookings without notice, unless a fixed offer has already been accepted for a confirmed appointment. Unless agreed otherwise, payments are non-transferable between properties or service dates.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice as early as possible. The amount of notice required and any cancellation fee will depend on the service type, staffing allocation and whether materials or travel have already been arranged. For standard domestic cleaning, we will usually require a reasonable notice period before the appointment time to avoid a charge.

If you cancel at short notice, fail to provide access, or do not make the property available at the agreed time, we may charge a cancellation fee or the full booking amount where staff, transport or time has been reserved for your appointment. If we arrive and cannot complete the service because of circumstances within your control, the appointment may be treated as completed for billing purposes if we have been prevented from working.

We may cancel or reschedule a booking where necessary for safety, staff illness, severe weather, access issues, equipment failure, non-payment, or any other reason beyond our reasonable control. If we do so, we will aim to offer an alternative appointment where practicable. Our liability for cancellation will be limited to refunding any sums paid for the affected service that were not used or reasonably incurred.

Liability and Insurance

We will exercise reasonable skill and care in delivering our services. However, cleaning work involves practical risks and outcomes may vary depending on property condition, age of materials and the information provided by the customer. To the fullest extent permitted by law, we are not liable for losses that are not caused by our negligence, for business losses arising from a domestic service, or for indirect or consequential loss.

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 lawfully be excluded under UK law. Where damage is caused by our proven negligence, our liability may be limited to the reasonable cost of repair or replacement, taking into account wear and tear, depreciation, age and condition of the item affected.

We may request evidence, photographs and a reasonable opportunity to inspect any alleged damage before accepting responsibility. Claims should be reported as soon as reasonably possible after the incident and in any event within a reasonable time. Failure to report promptly may make it more difficult to investigate and may affect any remedy.

We are not responsible for pre-existing defects, hidden faults, poor workmanship by third parties, structural problems, mould due to building conditions, discolouration caused by age, or deterioration that occurs through normal use. Likewise, we are not liable where damage arises because you requested us to use a product, method or instruction that was unsuitable for the item cleaned.

Waste Regulations and Disposal

Where our service generates waste, rubbish or removed materials, disposal will be handled in accordance with applicable UK waste laws and local rules. We will not remove controlled, hazardous, clinical, chemical, asbestos-related or other specialist waste unless this has been expressly agreed in advance and can lawfully be handled by the service. Customers must disclose any waste streams that may require special treatment.

If waste must be bagged, sorted, moved or placed for collection, you are responsible for ensuring that the property and waste materials are lawfully prepared for removal. We may decline to handle contaminated, sharp, heavy, leaking or unsafe items. Any rubbish, packaging or items removed during the cleaning process may be disposed of only where this is permitted and reasonably necessary for the agreed service.

You remain responsible for items of value, documents, keys, electronics, medications and confidential materials. If you ask us to remove items from the property, you confirm that you have the authority to do so and that the items are not prohibited from disposal. We do not accept responsibility for the legality of disposal instructions given by a customer where those instructions conflict with waste law or safety obligations.

Where bin access, recycling separation or disposal restrictions affect the service, you should inform us before the appointment. Cleaners Clapham may pause a task if waste handling appears unsafe or unlawful. Any additional time required to comply with waste separation, sorting or safe handling may be charged if agreed or if reasonably necessary to complete the job lawfully.

Data, Staff Conduct and Property Access

We may process personal data only as needed to manage bookings, invoicing, service delivery, complaints and legal compliance. Information will be handled in accordance with applicable data protection law. We will use reasonable measures to keep customer information secure and will not share it except where necessary to provide the service, comply with law, or protect our legitimate interests.

Our staff and contractors are expected to act professionally, respectfully and safely while on your premises. You must not ask them to undertake illegal, unsafe or discriminatory tasks. If any member of the household, business or property management behaves abusively, threatens staff or creates an unsafe environment, we may leave the premises and treat the appointment as cancelled or incomplete.

Where keys, fobs, codes or other access methods are provided, you remain responsible for ensuring they are accurate and working. Any loss or replacement cost caused by a key-handling arrangement will be considered only where we are at fault and where the issue is reported promptly. Access arrangements should be kept to the minimum necessary for the agreed work.

Complaints, Force Majeure and General Terms

If you are dissatisfied with any aspect of the service, you should notify us promptly so the matter can be reviewed. We may offer a revisit, partial refund or other reasonable remedy where appropriate, but any remedy will depend on the facts, the service type and whether the issue was caused by a failure on our part. Failure to raise concerns promptly may limit the available options.

We are not liable for failure or delay caused by events outside our reasonable control, including but not limited to severe weather, transport disruption, industrial action, public emergencies, government restrictions, power failures, water outages, or other force majeure events. In such circumstances, performance may be postponed, adjusted or cancelled without liability other than any refund due for services not provided.

If any part of these terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed to the minimum extent necessary, and the rest of the terms will continue in full force. No failure or delay in enforcing any right under these terms shall operate as a waiver of that right.

These terms, together with the booking confirmation and any written quotation, form the entire agreement between the parties in relation to the relevant service. Any variation must be agreed by us in writing or through an authorised booking record. Nothing in these terms affects your statutory rights as a consumer where applicable.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim or matter arising from or connected with the cleaning services, the booking process, payment, cancellation, liability, waste handling or any related issue shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

By proceeding with a booking, you confirm that you accept these terms as the basis of the service contract. For the avoidance of doubt, the agreement is intended to provide a fair and lawful framework for the provision of cleaning services by Cleaners Clapham, while preserving the rights and obligations of both parties under applicable UK law.