Terms and Conditions for Cleaners SW19
Welcome to the terms and conditions for Cleaners SW19. These service terms set out the basis on which domestic and commercial cleaning services are provided, including how bookings are made, when payments are due, how cancellations are handled, and the standards expected from both parties. By requesting a service, the customer agrees to these terms in full. These conditions are designed to create a clear and fair framework for every cleaning appointment, whether it is a one-off clean, a recurring arrangement, or a specialist service. They also explain practical matters such as access to the property, preparation for the visit, waste handling, and the limits of liability.
For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer who books the service. The words “cleaning service”, “cleaning appointment”, and “service visit” may be used interchangeably. These terms apply to all standard cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, and similar service categories offered under the Cleaners SW19 brand.
Nothing in these terms is intended to affect your statutory rights as a consumer under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law.
1. Booking Process
Bookings may be made by requesting a quotation, confirming the required service type, and agreeing a date, time, and scope of work. A booking is only considered accepted once it has been confirmed by us, either verbally, electronically, or in writing. Until confirmation is issued, availability cannot be guaranteed. We may ask for details about the property, the size of the premises, the expected condition, and any particular requirements so that the correct team, equipment, and time allocation can be arranged.
It is your responsibility to provide accurate information during the booking process. If the details supplied are incomplete or incorrect, the cleaning plan, estimated duration, and final price may need to be revised. Examples include, but are not limited to, undisclosed pet hair, heavy limescale, mould, smoke residue, large items requiring special handling, or access limitations. In some cases, we may refuse to proceed if the actual service requested differs materially from the information provided at the time of booking.
We reserve the right to assign suitable personnel and to make reasonable operational changes where necessary. This may include altering the cleaning team, the arrival window, or the order in which tasks are completed, provided the essential service remains consistent with what was agreed. Cleaners SW19 aims to deliver a professional service on the scheduled date; however, all bookings are subject to availability and may be affected by circumstances outside our control, such as traffic disruption, severe weather, illness, or equipment failure.
2. Service Scope and Customer Responsibilities
The scope of each cleaning appointment will be determined by the service type booked and any written agreement made in advance. Standard cleaning typically covers routine tasks such as dusting, vacuuming, mopping, wiping accessible surfaces, and cleaning specified rooms or areas. Deep cleaning and specialist services may involve additional labour, different equipment, and more detailed attention. Unless agreed otherwise, we do not move heavy furniture, dismantle fixtures, handle hazardous substances, or clean areas that are unsafe to access.
You must ensure that the property is reasonably prepared for the visit. This includes providing safe access, functioning utilities, and, where appropriate, parking permission or access instructions. Valuable, fragile, or sentimental items should be secured before the cleaning team arrives. We are entitled to assume that surfaces, fixtures, and fittings are suitable for normal cleaning methods unless you tell us otherwise in advance. If we are instructed to use a specific product or method, you accept responsibility for any consequence arising from that instruction, unless caused by our negligence.
Where keys, codes, fobs, or alarm instructions are provided, you confirm that you are authorised to supply them and that they may be used solely for the booked service visit. Cleaners SW19 will take reasonable care of property entrusted to us, but we are not responsible for pre-existing damage, defective fittings, or items that are already unstable, poorly fixed, or improperly maintained.
3. Payments and Charges
Prices are based on the service type, duration, level of cleaning required, property size, and any additional tasks agreed in advance. Unless stated otherwise, quotes are estimates only and may be adjusted if the actual work required differs from the information supplied. Where an hourly rate applies, the final charge will reflect the time spent on site. Where a fixed fee has been agreed, any additional work requested by you during the visit may be charged separately if it falls outside the original scope.
Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit, or payment immediately after completion of the service. Invoices must be paid by the due date stated on the invoice or payment request. If payment is not received on time, we may charge reasonable recovery costs and interest where permitted by law. Any discounts, promotional offers, or package prices are offered at our discretion and may be withdrawn or amended without notice, subject to bookings already confirmed.
Where a card payment, bank transfer, or other electronic method is used, you confirm that the payment details provided are accurate and that you are authorised to use the chosen payment method. Cleaners SW19 does not guarantee that a booking will be held if payment, where required, has not been completed within the specified time. We reserve the right to suspend further services until outstanding balances are settled in full.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving notice within the relevant timeframe set out at confirmation. If no specific period is agreed, reasonable notice should be provided as early as possible. Cancellations made with insufficient notice may attract a cancellation fee to cover lost time, team allocation, and administrative costs. The exact charge may vary depending on the service type and the notice given, but it will always be proportionate and fair.
If we need to cancel or reschedule due to circumstances beyond our control, we will aim to offer an alternative appointment at the earliest practical opportunity. We are not liable for losses arising from unavoidable disruption, including severe weather, transport failure, public safety issues, or sudden staff unavailability. If access is not possible at the agreed time because you are absent, the property is locked, or necessary entry arrangements have not been made, the appointment may be treated as a late cancellation or missed visit and charged accordingly.
When a service is rescheduled, the new date will be subject to availability. We will make reasonable efforts to honour preferred timings, but any revised appointment remains dependent on operational capacity. Cleaners SW19 may decline repeated short-notice changes where this affects scheduling efficiency or makes it impractical to deliver the service as originally intended.
5. Liability and Limitations
We will provide services with reasonable skill and care, using suitable methods and products for the agreed task. However, cleaning involves inherent risks, particularly where surfaces are delicate, previously damaged, improperly installed, or not suited to standard cleaning techniques. Unless caused by our negligence or wilful misconduct, we do not accept liability for normal wear and tear, pre-existing defects, hidden faults, or deterioration caused by age, poor maintenance, or unsuitable materials.
Our total liability for any claim arising out of a service visit shall be limited to the amount paid or payable for the specific service concerned, except where a higher limit is required by law. We shall not be liable for indirect, special, or consequential loss, including loss of profit, loss of opportunity, or business interruption. 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 damage is alleged to have occurred, you must notify us as soon as reasonably practicable and provide details, photographs, and any relevant supporting information. We may inspect the site, review the circumstances, and seek to resolve the matter fairly. Any claim relating to missing, damaged, or broken items will be considered in light of the condition of the item, the instructions given, and whether the item was properly secured or disclosed in advance. Cleaners SW19 cannot be responsible for items left in unstable positions or for damage caused by inherent fragility.
6. Waste Handling and Regulations
All waste arising from the cleaning service must be handled in accordance with applicable UK waste regulations. This includes the proper segregation, storage, and disposal of waste where such disposal is part of the agreed service. We may remove standard cleaning waste, packaging, and small amounts of general refuse only where this has been expressly included in the booking or is normally associated with the service type. We do not remove hazardous waste, clinical waste, electrical items, asbestos, or any other regulated material unless specifically agreed and lawfully permitted.
If waste removal is requested, you confirm that the materials are non-hazardous and do not contain prohibited substances. Any sharp, contaminated, or dangerous waste must be clearly identified in advance. We reserve the right to refuse handling of waste that may pose a health, safety, or compliance risk. Where waste is taken from the property, you remain responsible for ensuring it has been lawfully presented for collection and that no item breaches environmental or local waste disposal requirements.
It is your responsibility to disclose if the property contains any materials requiring specialist handling, including bodily fluids, biohazards, chemical residues, solvents, paint, oils, or pest-related contamination. If such materials are discovered during the visit, we may suspend work immediately. Cleaners SW19 will not knowingly breach waste laws or place staff, customers, or third parties at risk by handling waste outside the permitted scope of the service.
7. Complaints, Access, and Property Conditions
If you are dissatisfied with any aspect of the service, you should notify us promptly so that we may investigate and, where appropriate, rectify the issue. Any complaint should be based on the condition of the property immediately after the service visit and should allow us a reasonable opportunity to assess the matter. We may request additional information, including photographs or a description of the affected area, to help determine whether any re-clean or adjustment is appropriate.
We are not responsible for areas that were inaccessible, overcrowded, obstructed, or already cleaned by another person before inspection. If the property condition materially prevents the service from being completed as intended, we may record this and, where relevant, charge for the portion of work already carried out. You agree that reasonable standards of access, light, and safety are necessary for the team to work effectively and lawfully.
Any delay caused by poor access, waiting for keys, incorrect entry details, or restricted parking may reduce the amount of time available for cleaning. In such circumstances, we will use reasonable efforts to complete the most important tasks within the remaining appointment time, but we do not guarantee that every item on the original list can be finished if the available time has been reduced by factors outside our control.
8. Governing Law
These terms and conditions, and any dispute or claim arising from or connected with 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 over any dispute that cannot be resolved amicably. If any provision of these terms is found invalid by a court or other competent authority, that provision shall be treated as severed and the remainder shall continue to apply.
We may update these terms from time to time to reflect changes in business practice, legal requirements, or service arrangements. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. Continued use of our cleaning services after an update has been communicated will be treated as acceptance of the revised terms for future bookings.
Cleaners SW19 is committed to providing a transparent and reliable service relationship. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms, including the provisions on booking, payment, cancellation, liability, and waste handling.
Thank you for choosing a professional cleaning service. These terms are intended to support a smooth working arrangement, protect both sides, and ensure that expectations are clear from the outset.
By confirming a service request, you agree that the cleaning company may carry out the booked work in accordance with these terms and any specific instructions agreed for that appointment.