Terms and Conditions for Cleaners SW3

These Terms and Conditions set out the basis on which Cleaners SW3 provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to these terms, which are designed to create a clear and fair arrangement for both parties. They apply to all standard and one-off cleaning appointments arranged with our cleaning company, whether the service is a routine visit, a deep clean, an end-of-tenancy clean, or a tailored maintenance booking.

For the purposes of these terms, “we”, “us”, and “our” refer to Cleaners SW3, and “you” or “the customer” refers to the person requesting or receiving the service. These terms should be read alongside any job-specific information confirmed at the time of booking. If there is any conflict between these terms and a written service confirmation, the written confirmation will usually take precedence for that particular appointment.

We reserve the right to update these terms from time to time in order to reflect operational changes, legal requirements, or improvements to our service process. The version in force at the time of booking will normally apply to your appointment, unless a later change is required by law. Continued use of our cleaning services after any update means you accept the revised terms.

1. Booking Process

Bookings with Cleaners SW3 may be requested through an approved enquiry channel and are only confirmed once we have accepted the request and issued a booking confirmation. A booking is not binding until both parties have agreed the essential service details, including the type of cleaning, estimated duration, date, time window, access arrangements, and any special instructions that may affect the service.

When you make a booking, you must provide accurate and complete information about the property, the cleaning requirements, and any conditions that may affect the work. This includes, where relevant, the approximate size of the premises, the presence of pets, fragile surfaces, parking or access restrictions, security systems, or items requiring extra care. If details are incomplete or incorrect, we may need to revise the quotation, reschedule the appointment, or adjust the service scope.

We aim to allocate suitably trained cleaners and the appropriate equipment for each job. However, the final service delivered may vary depending on the condition of the premises, the time available, and the agreed scope of work. Any request for additional tasks outside the original booking may be accepted at our discretion and may involve extra charges. We do not guarantee availability for same-day amendments or extended work beyond the planned appointment length.

2. Access and Attendance

You are responsible for ensuring that we can access the property at the agreed time. If entry is not possible due to absence, locked premises, incorrect instructions, missing keys, security issues, or any other access problem outside our control, the visit may be treated as a late cancellation or missed appointment. In such circumstances, the full or partial charge may still apply, depending on the resources already allocated.

If keys, codes, or access devices are provided to us, you confirm that you are entitled to share them and that they may be used solely for the purpose of carrying out the booked cleaning service. We will take reasonable care with any keys or codes entrusted to us, but we do not accept responsibility for defects in locks, alarm systems, or third-party access arrangements that are not under our direct control.

3. Payments and Charges

All prices are set out at the time of booking or in a written quotation. Unless stated otherwise, charges are based on the agreed service type, estimated duration, and any additional requirements disclosed before the visit. Where a job takes longer than anticipated because the premises are in a significantly different condition from what was described, we may charge for the extra time or recommend a revised service plan.

Payment terms will be confirmed when the booking is made. In most cases, payment is due on completion of the service or in advance for specified appointments. We may require a deposit for larger bookings, recurring appointments, specialist cleans, or services involving significant preparation. If a deposit is taken, it may be non-refundable in the circumstances described in the cancellation section below.

Invoices, receipts, and payment confirmations may be issued electronically. You are responsible for ensuring that payment methods used are valid and authorised. If a payment is declined, reversed, or otherwise fails, we may suspend further services until the outstanding amount is settled. In addition, any bank charges, administrative costs, or recovery expenses reasonably incurred because of non-payment may be added to the balance due, where permitted by law.

We may revise prices for future bookings at any time, but this will not affect appointments already confirmed unless the service scope changes or you request additional work. Any promotional offer, discount, or package rate is valid only for the stated period and according to the conditions attached to that offer. We are not obliged to apply a previous discount to a later booking or amendment.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. The notice period required may vary depending on the type of service and whether preparatory work has already started. If cancellation is made too close to the appointment time, we may charge a cancellation fee to reflect time reserved, staff allocated, and any travel or administrative costs already incurred.

If you are unable to provide access at the arranged time, or if you are not present where attendance is required, the appointment may be treated as a missed visit. Missed appointments are normally charged in full or in part because the cleaner has been dispatched and the time has been reserved for your job. Repeated missed visits or last-minute changes may result in refusal of future bookings.

We may also cancel or reschedule a booking where unavoidable circumstances arise, including staff illness, equipment failure, safety concerns, severe weather, or events outside our reasonable control. In such cases, we will use reasonable efforts to rearrange the service at a convenient time. Where advance payment has been made for a service that cannot be delivered, any refund due will be processed in line with the original payment method and applicable law.

5. Customer Responsibilities

You agree to remove or secure valuables, confidential documents, fragile objects, and items that could be damaged during ordinary cleaning activity. While our cleaners will act with reasonable care, we cannot be responsible for items left in areas being cleaned unless the loss or damage is directly caused by our negligence or wilful misconduct. Customers should also ensure that the property is reasonably safe for cleaning work to take place.

This includes notifying us of any hazards such as exposed wiring, unstable fixtures, leaking appliances, contaminated areas, or health and safety risks that may affect the service. If our staff believe that conditions are unsafe, they may stop work immediately until the issue is resolved. Where work is paused or refused for safety reasons, charges may still apply for time already spent or for the cancelled element of the booking.

You must also ensure that any products you ask us to use are suitable for the surfaces or materials involved. If you request the use of your own cleaning products, you accept responsibility for their suitability, storage, and labelling, unless we have expressly agreed otherwise. We may decline to use substances that appear unsafe, unlabelled, expired, or inconsistent with applicable health and safety requirements.

6. Liability and Limitations

We will perform our services with reasonable skill and care, using trained personnel and appropriate equipment. However, the nature of cleaning work means that certain outcomes cannot be guaranteed, especially where surfaces are aged, delicate, poorly maintained, or already damaged. We are not liable for pre-existing marks, wear and tear, hidden defects, or deterioration caused by the condition of the property itself.

Our liability for loss or damage is limited to damage directly caused by our negligence, breach of contract, or failure to take reasonable care. We do not accept liability for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, or emotional distress, 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 lawfully be excluded.

If you believe damage has occurred during a cleaning visit, you must notify us as soon as reasonably possible and provide supporting details, including photographs or other evidence where available. We may investigate the matter, inspect the area, and request reasonable access to assess the claim. Any compensation, repair, or refund offered will depend on the circumstances, the evidence available, and our legal obligations.

To the extent permitted by law, our total liability for a single booking will not exceed the amount paid for the service in question or the cost of rectifying the proven damage, whichever is lower. This limit does not apply where a higher amount is required under applicable consumer law. Customers are encouraged to consider their own insurance arrangements for items of high value or sentimental importance.

7. Waste Regulations and Disposal

Cleaners SW3 will comply with applicable UK waste and environmental rules when removing rubbish arising from an agreed cleaning service, but only within the scope expressly agreed at the time of booking. Standard cleaning waste may include general refuse, packaging, dust, and small quantities of household debris. We do not remove prohibited, hazardous, infectious, or regulated waste unless this has been separately agreed and lawfully arranged.

You must not ask our staff to handle waste that requires special licensing, protective procedures, or disposal routes beyond ordinary domestic cleaning activity. This includes, without limitation, asbestos, sharps, clinical waste, chemical waste, solvents, oils, paint, gas cylinders, or any substance that may pose a risk to health or the environment. If such materials are discovered during a job, work may be paused and further instructions requested.

Where rubbish is to be bagged, separated, or placed for collection, you are responsible for ensuring that the correct disposal method is available and lawful. We may assist with internal tidying, bagging, and transfer to designated collection points, but we do not accept responsibility for third-party collection services, local authority procedures, or disposal charges unless explicitly stated in advance. Any breach of waste law caused by inaccurate customer instructions or undisclosed materials remains the customer’s responsibility.

8. Service Standards, Complaints, and Reperformance

We aim to deliver a professional cleaning service consistent with the agreed scope and with reasonable care. If you are dissatisfied with part of the service, you should raise the matter promptly so it can be reviewed. Where a genuine shortfall is identified and the issue falls within our responsibility, we may offer a return visit, partial adjustment, or another reasonable remedy.

We will not be responsible for complaints relating to work that was excluded from the booking, limited by time, affected by customer actions, or prevented by lack of access. Similarly, no remedy will be offered where the complaint concerns normal variation in cleaning outcomes, pre-existing property condition, or expectations that were not agreed in advance. Any decision on a remedy will be made fairly and in line with these terms and applicable consumer law.

Nothing in this section removes your statutory rights. If you are a consumer, you may still have rights under the Consumer Rights Act 2015 and other applicable legislation. These terms are intended to complement, not replace, those rights.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. If you live in another part of the UK, mandatory consumer protections in your jurisdiction will still apply where required by law, but the contract itself will generally be interpreted under the law stated here.

Any disagreement that cannot be resolved informally should be addressed through the courts of England and Wales, unless another forum is required by mandatory law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right.

By placing a booking with Cleaners SW3, you confirm that you have read, understood, and agreed to these Terms and Conditions. These terms are intended to support a clear, lawful, and reliable service relationship for all cleaning appointments. They should be reviewed carefully before confirming any booking.