Terms and Conditions for Cleaners Clapham

These terms and conditions apply to all domestic and commercial cleaning services provided by Cleaners Clapham and set out the basis on which bookings are accepted, services are delivered, and payments are handled. By placing a booking, the customer agrees to be bound by these terms. For clarity, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer who requests the cleaning service.

These terms are intended to be fair, practical, and consistent with UK consumer and business law. They should be read together with any written quotation, service description, or booking confirmation. If there is any inconsistency, the specific booking confirmation or written agreement will take priority for that particular service. Nothing in these terms affects your statutory rights.

1. Booking process

A booking with Cleaners in Clapham is usually made after an enquiry is submitted and service requirements are discussed. To help us provide an accurate quote, you may be asked for information such as the type of property or premises, the size of the area, the condition of the space, the desired service date, and any special instructions or restrictions. Where necessary, we may request photos or arrange a short assessment before confirming the booking.

Once a quote is issued, it will normally remain valid for a limited period stated at the time of issue. A booking is only confirmed when you receive written confirmation from us, which may be sent by email or another agreed method. We reserve the right to decline or amend a booking if the information provided is incomplete, inaccurate, or changes materially before the service date.

It is your responsibility to ensure that all booking details are correct, including access arrangements, parking or entry restrictions, and the scope of the work requested. If the property is occupied, you must make sure that we can start work at the agreed time. Delays caused by inability to access the premises, missing keys, faulty security systems, or incorrect instructions may be treated as chargeable waiting time or a late cancellation where appropriate.

We may arrange the service through a one-off appointment, recurring schedule, or tailored cleaning plan. Where recurring services are agreed, the frequency, service scope, and notice requirements will be confirmed in advance. Any additional tasks not included in the agreed scope are subject to separate approval and may be charged extra.

2. Service standards and customer obligations

The service will be carried out with reasonable care and skill, using appropriate methods and equipment for the agreed task. However, cleaning results can vary depending on the material, age, condition, and prior treatment of the surfaces involved. You acknowledge that some stains, marks, odours, limescale, mould, ingrained dirt, or damage may not be fully removable.

You must ensure that the premises are reasonably safe and suitable for cleaning. This includes providing access to water, electricity, lighting, and any areas covered by the agreed service. If pets, children, fragile items, valuables, or hazardous materials are present, you must take appropriate precautions and inform us in advance. We may refuse to work in areas that present an unreasonable health and safety risk.

Before the cleaning starts, you should remove or secure items that could be damaged, lost, or displaced during the service. We are not responsible for pre-existing defects, fragile fittings, loose fixtures, hidden faults, or items that are not suitable for normal cleaning methods. If you ask us to clean an item that appears unsafe or inappropriate to handle, we may refuse that part of the work.

3. Payments, charges, and invoices

Prices will be based on the agreed quotation, the estimated duration of the job, or the scope of the cleaning service confirmed at the time of booking. Where the work is priced hourly, the final amount will depend on the actual time spent carrying out the service, subject to any minimum charge or call-out terms stated in the booking confirmation. Where a fixed price has been agreed, that price covers only the services listed in writing.

Payment terms will be confirmed at booking and may include payment in advance, payment on completion, or payment within a stated invoice period for business customers. We accept payment by the methods agreed in advance. If payment is due on completion, it must be made promptly once the service has been delivered. If an invoice is issued, it must be paid by the due date shown on the invoice.

We may apply additional charges where circumstances arise outside the agreed scope, including, without limitation, extra rooms or areas, significant soiling, heavy lifting, disposal requests, re-attendance, waiting time, or access delays. Any such charges should be agreed with you in advance wherever reasonably possible. If additional work is required for health, safety, or legal reasons, we may proceed only if you authorise it or if it is necessary to complete the service safely.

4. Cancellations, rescheduling, and late changes

You may cancel or reschedule a booking by giving notice in accordance with the notice period stated in your booking confirmation. If no specific notice period is stated, a reasonable period of notice should be given. Short-notice cancellations may result in a fee to cover reserved time, travel preparation, and lost work opportunities.

We reserve the right to charge a cancellation fee where a booking is cancelled after the team has been allocated, equipment has been prepared, or attendance has begun. If our staff arrive and are unable to complete the service because access is not available or the premises are not ready, this may be treated as a late cancellation or a failed appointment, and the full or partial fee may still be payable.

We may need to reschedule or cancel a service due to illness, emergencies, transport disruption, weather conditions, safety concerns, or other events beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative time. We are not liable for losses caused by genuine operational disruption, although this does not exclude liability where the law says otherwise.

5. Liability, damage, and limitations

We will take reasonable care when delivering the service, but our liability is limited to losses directly caused by our proven negligence, breach of contract, or failure to use reasonable skill and care. We will not be responsible for indirect, incidental, or consequential losses, including loss of profit, loss of business, or loss arising from pre-existing damage, unless such exclusion is prohibited by law.

If you believe damage has occurred during the cleaning, you must notify us as soon as reasonably possible and provide evidence of the issue. This may include photographs, a description of the affected item, and any relevant circumstances. We may investigate the matter, request access to inspect the item or area, and seek information from the attending cleaner. You must allow a reasonable opportunity for inspection before repairs or disposal take place, unless immediate action is necessary to prevent further damage.

Our total liability for any claim arising from a service, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. 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.

6. Waste handling and environmental regulations

Any waste, rubbish, packaging, disposable materials, or unwanted items removed during the service will be handled in line with applicable UK waste rules and environmental obligations. We will not unlawfully dispose of controlled, hazardous, clinical, or specialist waste. If the service involves waste removal, the type and volume of waste must be declared in advance so that the correct arrangements can be made.

You are responsible for ensuring that waste presented for removal is legal to collect and that it is not contaminated with prohibited materials unless we have expressly agreed to manage that waste type. We may refuse to handle items that could pose a risk to health, safety, property, or the environment. Where waste transfer records, permissions, or specialist disposal arrangements are required, the parties will cooperate to ensure compliance with applicable regulations.

We may separate recyclable and non-recyclable waste where reasonably practical, but we do not guarantee recycling outcomes or acceptance by third-party facilities. If a property contains materials that are subject to special handling, including broken glass, bodily fluids, sharps, asbestos, chemicals, or pest-infested waste, you must inform us before the booking is confirmed. Failure to do so may result in refusal of service, additional charges, or cancellation for safety reasons.

We expect customers to maintain lawful and responsible waste storage and disposal practices. If our team is asked to remove waste from areas where legal restrictions, access limitations, or local collection rules apply, the service may be limited accordingly. Any disposal request outside ordinary domestic cleaning activities must be explicitly agreed in writing before the appointment.

7. Property access, keys, and security

If we are given keys, alarm codes, entry passes, or digital access instructions, you must ensure they are accurate and that you have authority to provide them. We will take reasonable care with any access items entrusted to us, but you remain responsible for ensuring that entry arrangements are lawful and appropriate. Any loss caused by defective locks, faulty security systems, or inaccurate instructions is not our responsibility unless caused by our negligence.

Where keys are collected or returned, this will be done by an agreed method and may be documented for security purposes. We may refuse to accept access arrangements that we consider unsafe or unsuitable. You should inform us immediately if any code, key, or access system changes before the appointment.

8. Complaints and reattendance

If you are dissatisfied with the service, you should notify us within a reasonable time after completion and before the affected area has been substantially altered, cleaned by someone else, or repaired. We may offer a reattendance where appropriate, provided the complaint relates to the original service and the issue can reasonably be corrected.

A complaint will not automatically entitle you to a refund. We will assess the issue based on the agreed scope, the condition of the premises before cleaning, and any factors outside our control. If a refund, partial refund, or remedial visit is offered, this will be made without admission of liability unless required by law.

9. Force majeure and changes to these terms

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, strikes, accidents, fire, flooding, power outages, transport failure, government action, public health restrictions, or supplier disruption. If such an event occurs, we will aim to communicate promptly and rearrange the service where possible.

We may update these terms from time to time to reflect changes in our services, legal requirements, or business practices. The version in force at the time of booking will apply to that booking unless a later change is required by law or expressly agreed by both parties. Updated terms will not affect rights that have already accrued.

Only a written agreement signed or otherwise confirmed by an authorised representative may vary these terms. Any failure by us to enforce a right or provision on one occasion does not waive that right or provision on any other occasion.

10. Governing law and jurisdiction

These terms and any dispute or claim arising from them, 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 over any dispute that cannot be resolved amicably.

By booking Cleaners Clapham, you confirm that you have read, understood, and agreed to these service terms. They are intended to create a clear and professional basis for the cleaning relationship, while protecting both parties and ensuring that all work is carried out responsibly, lawfully, and with due care.