UK Service Terms and Conditions for Cleaners SW19
These Terms and Conditions set out the basis on which our cleaning services are supplied to customers in the UK. By making a booking, the customer agrees to these terms, which apply to domestic and commercial cleaning unless a separate written agreement states otherwise. For the purposes of these terms, references to the “company”, “we”, “us” and “our” mean the cleaning service provider, and references to the “customer”, “you” and “your” mean the person or organisation requesting the service. These terms are designed to be fair, clear and consistent with UK consumer and contract law, while remaining practical for everyday cleaners SW19 service arrangements.
The scope of our cleaning services may include regular cleaning, deep cleaning, end of tenancy cleaning, one-off cleaning and related housekeeping tasks, depending on availability and the booking details confirmed to you. Any service not specifically agreed in writing is excluded. We may refuse or limit a booking where we consider the request unsafe, unlawful, excessively broad or outside our operational capacity. The customer is responsible for providing accurate information about the property, access arrangements, parking restrictions, hazard warnings and the condition of the premises so that the service can be performed efficiently and safely.
These terms should be read together with any service notes, quotes, confirmations, invoices or written amendments that we issue. If any individual agreement conflicts with these terms, the written agreement will take priority only to the extent of that conflict. Nothing in these terms affects your statutory rights under UK law. Where the customer is a consumer, any rights and remedies that cannot lawfully be excluded remain fully preserved.
Booking Process
All bookings are subject to availability and are only confirmed once we have accepted your request, whether by email, message, booking form or other written confirmation. A requested slot is not guaranteed until confirmed by us. We may require details such as the type of property, number of rooms, requested tasks, preferred date, approximate duration and any special instructions in order to give an accurate estimate and allocate the right cleaning team. For cleaners in SW19 and other service areas, travel time, access limitations and the size or condition of the property may affect scheduling.
When you make a booking, you confirm that all details supplied are true, complete and not misleading. If the actual property condition differs materially from the information provided, we may revise the price, adjust the duration, modify the service or, in serious cases, refuse to begin or continue the work. If the customer requests extra tasks on the day, these will only be carried out if time, equipment and staff availability permit, and additional charges may apply. Any quotation given before inspection is an estimate unless explicitly stated to be fixed.
You are responsible for ensuring that access is available at the agreed time. This includes providing keys, codes, entry instructions, parking information and any necessary permissions for building access. If our team is unable to start the job because access is not available, you may still be charged a call-out or minimum attendance fee. We reserve the right to change the assigned staff, cleaning method or schedule where operationally necessary, provided the overall service remains substantially equivalent.
Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Unless a fixed price has been confirmed in writing, charges may be based on hourly rates, scope of work, property size, or a combination of these factors. Any estimate is prepared in good faith from the information provided, but the final charge may change if the actual work differs from the original description. For example, unusually heavy soiling, additional rooms, inaccessible areas, specialist tasks or extended attendance time may lead to an adjusted invoice for UK cleaning services.
Payment terms will be set out on the booking confirmation or invoice. In most cases, payment is due immediately after completion of the service, although prepayment or part payment may be required for certain bookings, repeat services, larger jobs or bookings at short notice. We accept payment by methods that we state from time to time. If payment is not received when due, we may charge reasonable recovery costs, interest to the extent permitted by law, and any administrative fees disclosed in advance. We reserve the right to suspend future services until outstanding sums are paid in full.
Any dispute about an invoice must be raised promptly and in writing, with clear reasons and supporting information. Raising a dispute does not remove the obligation to pay any undisputed amount by the due date. If we agree to issue a credit, refund or adjustment, this will normally be made using the same payment method originally used, unless another method is agreed. Discounts, promotional pricing and special offers are valid only for the period and conditions stated and may be withdrawn without notice where they have not yet been accepted in a confirmed booking.
Cancellations, Rescheduling and Access Issues
You may cancel or reschedule a booking by providing notice in writing. The amount of notice required may vary depending on the service type, but unless a different notice period is stated in your booking confirmation, at least 24 hours’ notice is expected for standard appointments. If you cancel with insufficient notice, we may charge a cancellation fee reflecting the loss of reserved time, staff allocation and travel commitment. For larger, specialist or same-day bookings, a longer notice period and higher cancellation charge may apply if set out in advance.
If we need to cancel or reschedule due to staff illness, unsafe conditions, adverse weather, transport disruption, equipment failure or other circumstances beyond our reasonable control, we will seek to offer an alternative time. Where possible, we will give reasonable notice. We will not be liable for any indirect loss caused by a necessary reschedule, provided that we act reasonably and communicate promptly. If repeated access problems prevent completion of the service, we may treat the booking as cancelled by the customer and charge any applicable fee.
Where a property is inaccessible, keys are unavailable, security procedures are not disclosed, or the customer or their representative is absent when required, we may wait for a reasonable period and then leave the site. In such cases, the booking may be deemed incomplete and the full or partial charge may still apply. Any parking or congestion costs incurred as a result of inaccurate access information may be added to the invoice where permitted and where the customer was informed in advance that such costs would be passed on.
Service Standards and Customer Responsibilities
We will perform our services with reasonable care and skill, using appropriate products and equipment for the agreed task. However, the customer must take reasonable steps to prepare the property where necessary. This includes removing valuables, securing fragile items, safeguarding pets, disclosing known hazards and ensuring that the property is reasonably safe for cleaning work. We may decline to clean areas that we believe present a health or safety risk, or where doing so could cause damage due to pre-existing weakness, poor condition or unsuitable materials.
You agree to provide sufficient water, electricity, working facilities and, where relevant, access to waste disposal points required for the cleaning task. If specialist products are requested, you may need to supply them unless otherwise agreed. We are not responsible for delays caused by missing supplies, faulty appliances, blocked access or inaccurate instructions. Where the customer asks us to move furniture or heavy items, we may refuse if the task could cause injury, damage or requires more than reasonable manual handling.
Any complaints about the standard of service should be made as soon as possible after completion and, in any event, within a reasonable time. If a valid issue is identified, we may offer to re-attend, correct the problem or provide another appropriate remedy. This is subject to inspection of the relevant area and does not apply where the issue results from circumstances outside our control, normal wear and tear, prior damage, or the customer’s failure to follow these terms.
Liability and Insurance
We maintain appropriate insurance cover for the services we provide, but our liability is limited to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Subject to those non-excludable rights, we shall not be responsible for indirect, consequential or economic losses such as loss of profit, business interruption, loss of opportunity or loss of data arising from the supply of our services.
Our total liability for any claim relating to a booking, whether in contract, tort, negligence, misrepresentation or otherwise, will normally be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We are not liable for pre-existing damage, deterioration caused by age or normal use, hidden defects, or damage caused by the customer’s failure to disclose relevant information. If a claim is made, you must give us a reasonable opportunity to inspect the issue and, where appropriate, mitigate any loss.
The customer is responsible for removing or protecting items of high value, sentimental value or special fragility. This includes artwork, jewellery, antiques, cash, documents and irreplaceable personal property. We do not accept responsibility for items left in plain view unless loss or damage is directly caused by our proven negligence and is not otherwise excluded by these terms. Nothing in this section limits the customer’s rights under the Consumer Rights Act 2015 or any other applicable legislation.
Waste Regulations and Disposal
Our service may include the collection and removal of ordinary waste generated during cleaning, such as packaging, vacuum contents or small items removed during the agreed task, but only where this is lawfully permitted and expressly included in the service. We do not operate as a licensed waste carrier unless specifically stated in writing. The customer remains responsible for ensuring that any waste requiring special handling is disposed of in accordance with applicable UK environmental and local authority rules. This includes hazardous waste, electrical equipment, sharps, chemicals, clinical waste and any item that cannot lawfully be placed in standard bins.
We will not remove or transport prohibited materials, and we may refuse to handle any item that we reasonably believe could breach waste regulations or create a health and safety risk. If we agree to remove waste on your behalf, you warrant that the waste is safe, lawful to transport and properly described. You must tell us in advance if any waste may be contaminated, sharp, heavy, bulky or otherwise subject to special disposal requirements. Any additional charges associated with lawful disposal, specialist handling or extended transport may be added only where agreed or clearly stated in the quote.
Where our team separates recyclable material or places waste for collection, this is done solely as a practical service measure and does not transfer legal responsibility for disposal away from the customer unless we have expressly agreed to take on that responsibility. If any enforcement authority or building management makes a disposal-related complaint arising from inaccurate customer information, the customer will remain responsible for resulting costs, losses or penalties to the extent allowed by law.
Termination, Suspension and Governing Law
We may suspend or terminate a booking or ongoing service where you breach these terms, fail to pay amounts due, provide unsafe access, ask us to act unlawfully, or behave in a threatening, abusive or discriminatory manner toward staff. If termination occurs due to customer breach, we may charge for work already completed and any reasonable costs incurred before termination. We may also refuse future bookings where necessary to protect our staff, equipment or business operations.
These terms are governed by the laws of England and Wales. Any dispute arising from or in connection with the services, these terms or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If you are a consumer residing in Scotland or Northern Ireland, any applicable mandatory consumer protections and local jurisdiction rules will apply where they cannot legally be displaced. We encourage prompt communication to resolve concerns before formal proceedings are considered.
If any provision of these terms is found unlawful or unenforceable, the remaining provisions shall continue in full force and effect. A failure by either party to enforce a right promptly does not waive that right. These terms may be updated from time to time to reflect changes in law, business practice or service arrangements, and the version in force at the time of booking will apply to that booking unless we agree otherwise in writing. By proceeding with a booking, you acknowledge that you have read, understood and accepted these terms governing cleaners SW19 services in the UK.
