Terms and Conditions for Cleaners W10
These Terms and Conditions set out the basis on which Cleaners W10 provides domestic and commercial cleaning services. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear and fair arrangement for both parties. The wording below applies to standard cleaning appointments, one-off cleans, end-of-tenancy services, deep cleaning, and other related cleaning services unless a separate written agreement states otherwise.
For the purposes of these terms, “we”, “us”, and “our” refer to the cleaning service provider, and “you” and “your” refer to the customer, client, or person making the booking. The agreement begins once a booking is confirmed and continues until the relevant cleaning service has been completed and any outstanding payment has been made in full. These terms should be read carefully before confirming any service request.
We aim to provide a professional and reliable cleaning service, but service availability, timing, and scope may vary depending on property type, access, and the condition of the premises. Any special requests should be agreed in advance and may affect the price, duration, or staffing required. If a service requires more time or additional materials than originally expected, we may revise the quotation accordingly, provided this is communicated before further work continues.
Booking is normally made by phone, email, online form, or another written method accepted by us. A booking is not confirmed until we have acknowledged the request and, where applicable, received any required deposit or prepayment. When booking, you must provide accurate information about the property, the type of cleaning required, access arrangements, parking restrictions, and any known hazards or special instructions. Incorrect or incomplete information may result in delay, rescheduling, additional charges, or cancellation.
We may request photographs, a room list, or other details to help us assess the job and provide an appropriate quotation. Any estimate given before the visit is based on the information available at that time and may change if the actual service requirements differ materially from those described. A confirmed booking means we have accepted the appointment time and service type, but it does not guarantee a fixed outcome where the condition of the premises prevents completion within the allocated time.
The customer is responsible for ensuring reasonable access to the property at the agreed time. If our team cannot enter due to locked doors, incorrect keys, security restrictions, absence of the occupant, or lack of access codes, the appointment may be treated as a late cancellation or wasted visit. In some cases, the service may be shortened or postponed. Any waiting time caused by access problems may be charged if it materially affects the appointment schedule.
Prices are quoted in pounds sterling unless stated otherwise. Charges may be based on hourly rates, fixed prices, task-based quotations, or a combination of these methods. Unless expressly agreed, quotations assume normal domestic or business cleaning conditions and do not include specialist restoration, biohazard handling, heavy lifting, or treatment of severe contamination. Additional work outside the original scope will only be carried out with your approval where practical.
Payment terms will be confirmed at the time of booking. We may require full payment in advance, part payment, or payment on completion depending on the service type and risk profile. Accepted payment methods may include bank transfer, card payment, cash, or other methods communicated in advance. If payment is due on completion, it must be made immediately unless we have agreed an alternative arrangement in writing. Any late payment may result in interest, recovery costs, or suspension of further services where lawful.
Invoices should be paid by the due date shown. If a payment is declined, reversed, or disputed without good reason, you remain liable for the outstanding amount and any associated charges permitted by law. Promotional prices, vouchers, or discounts may be subject to conditions, expiry dates, or service limitations. Such offers cannot usually be combined unless we state otherwise in writing.
Cancellations should be made as early as possible. If you wish to cancel or reschedule, you must notify us within a reasonable time before the appointment. Where a cancellation is made less than 24 hours before the agreed start time, we may charge a cancellation fee to cover lost time and administrative costs. For larger or scheduled multi-visit jobs, a longer notice period may apply if this has been specified at the time of booking.
If we arrive and the service cannot proceed because of access failure, unsafe conditions, incorrect information, or the property not being ready, the appointment may be charged in full or in part. This also applies where the job is abandoned by the customer without notice. If we need to cancel due to illness, severe weather, equipment failure, or another event beyond our control, we will aim to offer an alternative date or a suitable refund for any prepaid amount not yet earned.
We reserve the right to refuse, pause, or end a service if the environment is unsafe, abusive, unlawful, or materially different from the information provided at booking. This includes exposure to hazardous substances, infestation, broken glass, aggressive animals, or situations that place staff at risk. In such circumstances, any deposit may be retained to the extent needed to cover reasonable costs already incurred, subject to applicable law.
Our liability is limited to the reasonable care and skill expected of a professional cleaner. We will take care to avoid damage, but we are not responsible for pre-existing defects, wear and tear, fragile surfaces, items that were not properly secured, or damage caused by hidden faults. You should remove or secure valuables, ornaments, documents, jewellery, and other delicate items before the service begins. We may decline to move certain objects if doing so could cause damage or injury.
If damage is caused directly by our negligence, our liability will be assessed fairly and may be limited to the cost of repair or replacement of the affected item, taking account of age, condition, and market value. We will not be responsible for indirect or consequential losses such as loss of profit, missed appointments, business interruption, emotional distress, or loss of opportunity, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Any complaint about damage or service quality should be reported promptly, and where possible before the service team leaves the property. Supporting evidence such as photographs, receipts, or a written description may be requested. This helps us assess the matter quickly and fairly. Failure to notify us within a reasonable time may affect our ability to investigate or resolve the issue.
Waste disposal during cleaning services is subject to applicable environmental, health, and safety rules. We will only remove, transport, or dispose of waste where this forms part of the agreed service and can be carried out lawfully. The customer remains responsible for telling us what type of waste is present, including general rubbish, bulky waste, sharps, chemicals, bodily fluids, or any other material that may require special handling. If prohibited or hazardous waste is discovered, we may stop work immediately.
We do not normally handle controlled waste, clinical waste, asbestos, solvents, pesticides, or waste requiring specialist licensing unless this has been expressly arranged in advance and all necessary legal requirements are satisfied. Any waste placed into our bins, vehicles, or disposal bags must comply with local and national regulations. You must not ask staff to carry out disposal tasks that would cause a breach of waste regulations or expose them to risk. If extra disposal charges apply, we will explain them before proceeding where reasonably possible.
Where rubbish removal or clearance forms part of a cleaning services agreement, the customer confirms that they have the right to dispose of the items concerned and that no prohibited contents are included. We may refuse to handle waste that is contaminated, heavy, leaking, sharp, or otherwise unsuitable for ordinary cleaning staff. Any illegal or unsafe disposal request may be reported to the relevant authorities if required by law.
You agree to provide a safe working environment, including adequate lighting, running water, and reasonable access to electricity where needed. Pets should be secured if they may interfere with work or pose a hazard. You are also responsible for informing us of any health and safety concerns, alarms, fragile fittings, or restricted areas before the appointment starts. If the property is occupied, please ensure occupants are informed about the service and any temporary disruption.
We may use our own products and equipment unless otherwise agreed. If you request specific products due to allergies, finishes, or preferences, you must tell us in advance. While we aim to use suitable products for standard cleaning tasks, we cannot guarantee that every stain, mark, or odour will be fully removed. Results depend on the material, age, condition, and prior treatment of the affected surface or item.
These terms may be updated from time to time. Any changes will apply to future bookings unless we state otherwise. The version in force when your booking is confirmed will normally govern that appointment. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure by us to enforce a right will be treated as a waiver of that right.
Force majeure events, including severe weather, fire, flood, epidemic restrictions, transport disruption, strikes, supplier failure, or any event beyond our reasonable control, may delay or prevent performance. In such cases, we will try to rearrange the service or issue a refund for prepaid amounts not already used for work performed. We are not liable for delays or failures caused by such events where this would be unreasonable under the circumstances.
All disputes should first be raised in good faith so that we may try to resolve the matter amicably. If a disagreement cannot be settled informally, either party may pursue the matter through the courts of England and Wales, subject to any mandatory consumer rights or alternative dispute resolution process that may apply. These terms are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the English courts where legally permitted.
By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are intended to provide a transparent framework for professional cleaning work, fair payment, appropriate cancellation arrangements, responsible waste handling, and sensible limits on liability. If you do not agree with any part of these terms, you should not proceed with the booking.