Cleaners SW18 Service Terms and Conditions

These Terms and Conditions govern the provision of domestic and commercial cleaning services supplied by Cleaners SW18 and related service arrangements entered into by the customer. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. They are intended to set out the parties’ respective rights and responsibilities in a clear and practical way. References to “we”, “us”, and “our” refer to the service provider, while “you” and “your” refer to the person or business purchasing the service.

These terms apply to standard cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, and any other housekeeping services arranged under the Cleaner SW18 name or a similar service description. They form the basis of the service contract unless amended in writing. Any special instructions, written quotation, schedule, or service specification provided at the time of booking may supplement these terms, but will not override them unless expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

We aim to provide a reliable and professional cleaning service in accordance with reasonable skill, care, and industry standards. Customers should read these terms carefully before confirmation. They cover key matters including booking, pricing, payment, cancellation, liability, handling of waste, and the legal framework that applies to the service. The wording is intended to be broadly applicable and suitable for use as a legal information page.

1. Booking Process

A booking becomes active when we have received the customer’s request and confirmed the date, time, location, and nature of the cleaning service. A booking request may be made by telephone, email, online form, or any other method accepted by us from time to time. Confirmation may be provided verbally or in writing. We reserve the right to decline a booking where we are unable to meet the requested service requirements, where access is unsuitable, or where the requested work falls outside our scope.

When arranging a booking with Cleaners SW18, the customer must provide accurate information about the property, the type of clean required, parking or access restrictions, the presence of pets, health and safety concerns, fragile items, and any special instructions relevant to the work. If the information supplied is incomplete or inaccurate, we may need to adjust the service, revise the price, reschedule the appointment, or withdraw the booking.

The customer is responsible for ensuring that the premises are ready for cleaning at the agreed time. This includes providing access, ensuring electricity and water are available where needed, and securing any items that should not be cleaned or moved. If access is not available, or if the service cannot begin due to circumstances within the customer’s control, it may be treated as a late cancellation or failed appointment under these terms.

We may allocate a time window rather than an exact start time, especially where travel conditions, previous appointments, or operational demands make precise scheduling impractical. Reasonable variations in arrival time do not amount to a breach of contract. If we anticipate a significant delay, we will seek to notify the customer as soon as is reasonably possible and may offer an alternative slot where available.

2. Prices and Payments

Unless otherwise stated, all prices are quoted in pounds sterling and may be based on hourly rates, fixed-price packages, or a combination of both. Estimates are provided in good faith on the basis of the information supplied at booking. If the actual condition of the property or the scope of work differs materially from the information provided, we may revise the quotation before continuing, or charge additional fees if extra time or materials are required.

Payment terms will be agreed at the time of booking or set out on the invoice. In many cases, payment is due upon completion of the service; however, advance payment, deposit payment, or staged payment may be required for larger, specialist, or recurring jobs. We reserve the right to request payment in full before attendance where appropriate. Failure to make payment on time may result in suspension of future services, administrative charges, and recovery action where legally permitted.

Where a deposit has been paid, it may be applied towards the total cost of the work. Deposits are generally non-refundable if the customer cancels within the notice period or if the appointment is lost because access was not provided. If card payment, bank transfer, or other electronic payment method is used, the customer must ensure sufficient funds are available. Any bank charges, failed payment fees, or currency conversion costs imposed by third parties remain the customer’s responsibility.

If a dispute arises about the invoice, the customer should raise it promptly and in good faith, setting out the reasons for the dispute and any supporting information. Undisputed amounts remain payable by the due date. We may withhold future services until outstanding sums are settled.

3. Cancellations, Rescheduling, and Delays

The customer may cancel or reschedule an appointment by giving reasonable notice. Unless a different notice period is agreed in writing, cancellations made less than 24 hours before the scheduled start time may incur a charge, particularly where staff, transport, or materials have already been committed. For larger or specialist bookings, a longer notice period may apply if stated in the quotation or booking confirmation.

If we need to cancel or reschedule due to illness, adverse weather, staff availability, equipment failure, access problems, or other circumstances beyond our reasonable control, we will use reasonable efforts to notify the customer and offer a new appointment. We shall not be liable for minor delays, provided we act reasonably and keep the customer informed. In exceptional cases, we may cancel a booking where continuing would be unsafe, unlawful, or commercially impractical.

Where the customer is not present at the agreed time or fails to provide access, the appointment may be charged in full or in part as a missed visit. Similarly, if the premises are in a condition that makes the work unsafe or impossible to complete within the agreed timeframe, we may stop work and charge for time spent. Any rescheduled appointment will depend on availability and may be subject to a revised fee.

If recurring cleaning services are arranged, either party may end the arrangement by giving reasonable notice, subject to any minimum commitment period agreed in advance. Any unpaid amounts, completed work, or cancellation fees remain due after termination.

4. Service Standards and Customer Responsibilities

We will use reasonable skill and care in performing the agreed cleaning tasks. However, cleaning outcomes may vary depending on the age, condition, and maintenance history of the surfaces or items being treated. Some marks, stains, limescale, mould, grease, or long-standing dirt may not be removable without specialist treatment, replacement, or the use of stronger products that could increase cost or risk.

The customer must inform us in advance about any surface, item, or area that requires delicate handling or is likely to be damaged by normal cleaning methods. This includes antique items, unsealed materials, specialist coatings, electrical goods, artwork, and any other property of unusual value or fragility. We may refuse to clean items that appear unsafe or unsuitable for the service requested. The customer should also remove or secure cash, valuables, confidential documents, and sentimental items before work begins.

It is the customer’s responsibility to ensure that the correct service has been booked. For example, a standard domestic clean is not the same as deep cleaning, end of tenancy cleaning, or after-builders cleaning. If the customer requests additional tasks on the day, we may accept them subject to time, staffing, and pricing, but we are not obliged to do so. Any variation should be confirmed where possible to avoid misunderstanding.

Our staff may refuse to use products or methods that they reasonably believe could cause damage, present a health risk, or breach manufacturer instructions. If the customer insists on a particular product or method, the customer does so at their own risk and may be required to sign a waiver or confirm instructions in writing. Nothing in these terms affects statutory rights that cannot be excluded.

5. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability for loss or damage arising from the service shall be limited to the amount paid or payable for the specific cleaning appointment giving rise to the claim, except where a greater liability cannot legally be limited.

We are not responsible for pre-existing damage, wear and tear, hidden defects, structural issues, defective fittings, or items that deteriorate because of age, poor maintenance, or unsuitable materials. Where damage is alleged, the customer should notify us as soon as reasonably possible and provide supporting evidence, including photographs if available. We may inspect the item or area before any decision is made about responsibility or remedy.

We shall not be liable for indirect or consequential losses such as loss of profit, loss of business opportunity, loss of goodwill, or distress, except where such exclusion is prohibited by law. This is a service contract for cleaning work, and our obligations are limited to the scope of the agreed service. The customer is encouraged to maintain adequate insurance for valuable items and property risks that fall outside the normal scope of domestic cleaning.

Where our staff are asked to move furniture, appliances, or other heavy items, this will only be done if it is reasonably safe to do so. We are not liable for damage caused by moving objects that were unstable, improperly assembled, or too heavy for routine handling. If we identify a safety risk, we may decline to proceed without further assistance or appropriate equipment.

6. Waste, Materials, and Regulations

Any waste produced during the performance of the service must be handled in accordance with applicable UK waste laws and local disposal rules. Unless expressly agreed, we do not remove bulky waste, hazardous waste, construction debris, clinical waste, or any material requiring specialist licensing or disposal. If waste removal is included as part of a specific service, it will only be carried out to the extent permitted by law and by the arrangements agreed in advance.

The customer remains responsible for the lawful disposal of items that are not part of ordinary household rubbish. This includes broken appliances, chemicals, paint, sharps, contaminated materials, and other regulated waste. We may refuse to handle such items where doing so would contravene environmental, safety, or licensing requirements. If we are asked to clean an area contaminated by hazardous substances, the customer must disclose this before booking so that appropriate precautions can be taken.

Cleaning products, tools, and consumables supplied by us remain our property unless otherwise agreed. The customer should not interfere with equipment used during the service unless requested to do so by our staff. Where the customer supplies products, they must be fit for purpose and used in accordance with the manufacturer’s guidance. We accept no liability for adverse results caused by unsuitable, expired, or incorrectly labelled products provided by the customer.

7. Complaints, Force Majeure, and General Provisions

If the customer believes the service has not been delivered in accordance with these terms, they should notify us within a reasonable time after completion. We may request details of the concern and an opportunity to inspect or rectify the issue where appropriate. Any agreed remedy may include re-cleaning, partial refund, or another reasonable adjustment, depending on the circumstances and the nature of the complaint.

We will not be liable for failure to perform our obligations where such failure is caused by events beyond our reasonable control, including but not limited to severe weather, transport disruption, power failure, industrial action, public health emergencies, governmental action, or widespread supplier failure. In such circumstances, performance may be delayed, suspended, or cancelled without liability, provided we act reasonably and use reasonable efforts to minimise disruption.

We may update these terms from time to time to reflect operational, commercial, or legal changes. The version in force at the time of booking will apply unless a later version is agreed in writing. No waiver of any breach shall be deemed a waiver of any subsequent breach. If any provision is severed or unenforceable, the remaining clauses continue unaffected.

Nothing in these terms creates a partnership, employment relationship, or agency arrangement between the parties beyond the specific service contract. The customer may not transfer rights or obligations without our prior written consent, and we may assign or subcontract the service where reasonably necessary, provided the standard of work remains consistent with the agreement.

8. 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. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any dispute cannot be resolved amicably, the parties agree to pursue lawful remedies in the appropriate forum under the applicable legal framework.

By making a booking with Cleaners SW18, the customer acknowledges that they have read, understood, and accepted these terms. The agreement is intended to be fair, commercially reasonable, and consistent with standard UK service contract practice. Any matter not specifically addressed here will be interpreted in a manner consistent with the overall purpose of the service and the applicable law.