Terms and Conditions for Domestic and Commercial Cleaning Services
These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners SW4 to domestic and commercial customers across the UK. By making a booking, you agree to the provisions below, which are intended to create a clear and fair agreement between the client and the service provider. These terms apply to standard cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and related specialist cleaning services unless a separate written agreement states otherwise. In these terms, references to we, us, and our mean Cleaners SW4, while references to you and your mean the customer receiving the service.
Booking a cleaning service begins when you request a quotation, confirm a booking, and receive acceptance from us. A booking may be made by phone, email, online form, or other agreed method. The details you provide must be accurate and complete, including the type of cleaning required, the property address, access arrangements, parking restrictions, and any special instructions. We rely on the information you provide to estimate time, allocate staff, and prepare the appropriate equipment. If any details change before the appointment, you must let us know as soon as possible so that we can review whether the scheduled service remains suitable.
A booking is only confirmed once we have accepted it and, where required, received a deposit or prepayment. Until confirmation is issued, availability cannot be guaranteed. We reserve the right to decline or reschedule a booking where the requested service is outside our scope, where the location is unsuitable, where access is not safe, or where our team is unable to deliver the service to an acceptable standard. Where a quote is provided based on limited information, it may be subject to adjustment if the actual condition of the property or the work required differs materially from the description supplied at the time of booking.
For larger or more complex jobs, including deep cleans, after-builders cleaning, tenancy turnovers, or regular commercial cleaning, we may require a site assessment, photographs, or a checklist before confirming the final scope. Any estimate is based on the assumed condition of the premises and the agreed tasks. If additional work is requested on the day, we may be able to provide it only if time, equipment, and staffing permit. Such additional tasks may result in extra charges, which will be explained before the work proceeds.
Payments and charges must be made in accordance with the price and payment method agreed at the time of booking. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT if applicable. Payment may be required in advance, on completion, or according to a scheduled invoicing arrangement for repeat or business clients. If a deposit is requested, it forms part of the total price and may be non-refundable in certain circumstances, particularly where late cancellation or access failure prevents the service from being carried out. We reserve the right to amend our prices at any time before a booking is confirmed.
Where payment is due on completion, it must be made immediately upon finishing the work unless another arrangement has been agreed in writing. Late payment may result in administration charges, suspension of future services, or recovery action. If a payment is made by bank transfer, card, or any other electronic method, you are responsible for ensuring that the transaction is completed correctly and in full. Discounts, promotional offers, and package rates are available only where expressly stated and may be withdrawn or changed without notice before confirmation. Prices do not include work outside the original booking description unless agreed separately.
Cancellations and rescheduling are accepted subject to the notice periods set out below. If you need to cancel or move a booking, you should notify us as early as possible. For standard appointments, we require a reasonable notice period, and for larger or specialist jobs we may require longer notice because staff, equipment, and schedules are allocated in advance. If sufficient notice is given, we will usually offer a rescheduled appointment or, where appropriate, a refund in line with the terms of the booking. Short-notice changes may incur an administration charge or loss of deposit.
If you cancel after our team has already been dispatched or arrived at the property, we may charge a cancellation fee to cover travel, labour, and preparation costs. If access is not provided, the property is not ready, or the service cannot be completed due to circumstances outside our control, the appointment may be treated as a late cancellation or failed visit. In such cases, the full or partial booking fee may still be payable. We aim to act reasonably and fairly, but we are not responsible for delays caused by traffic, weather, strikes, emergencies, or other events beyond our control.
You may also request a reschedule if the property is unavailable at the agreed time. Any rescheduled date is subject to availability. If we need to rearrange a visit because of illness, vehicle failure, staffing issues, or similar operational problems, we will make reasonable efforts to offer an alternative appointment. Where payment has already been taken for a service we are unable to deliver, we will either refund the affected amount or agree a new date with you. This will not affect any rights you may have under applicable consumer law.
Client responsibilities are an important part of the service arrangement. You must ensure that the premises are reasonably safe and accessible, that water and electricity are available where required, and that any sensitive items, cash, valuables, documents, or fragile possessions are removed or secured before cleaning begins. We may refuse to clean items or areas that appear unsafe, unsanitary beyond the agreed scope, or likely to be damaged by normal cleaning methods. If you have pets, you must make appropriate arrangements so that the work can be carried out safely and without disruption.
You are responsible for identifying any surfaces, materials, or fittings that require special care, including natural stone, untreated wood, antiques, delicate fabrics, or areas with pre-existing damage. Our team will use reasonable skill and care, but we cannot be expected to assess hidden defects that are not apparent on inspection. If your cleaning requirements include the use of specialist products or techniques, you should inform us in advance so that we can confirm suitability. We may decline to use any product that we consider unsafe, inappropriate, or inconsistent with manufacturer guidance.
Liability and limitation of responsibility apply to all services provided by us, our employees, and our subcontractors. We will use reasonable skill and care in carrying out the agreed cleaning work. However, except where prohibited by law, we will not be liable for losses arising from pre-existing damage, wear and tear, hidden defects, structural issues, unsuitable materials, or instructions given by you that are incorrect or incomplete. We do not accept responsibility for loss or damage to items that were not disclosed as fragile, valuable, or requiring special treatment.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are found liable for damage to property caused directly by our negligence, our responsibility will, to the extent permitted by law, be limited to the reasonable cost of repair or replacement, taking account of age, condition, and depreciation. We are not liable for indirect or consequential losses, including loss of business, loss of profits, inconvenience, or missed deadlines, unless such liability cannot legally be excluded.
If you believe damage has occurred during a service, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after completion. You should allow us the opportunity to inspect the issue and, where appropriate, to remedy it. Failure to report a concern promptly may affect our ability to investigate the matter properly. Any claim should include sufficient details to allow us to assess the circumstances, including photographs where available, and may be subject to evidence of the item’s condition before the appointment.
Waste handling and disposal regulations are followed in accordance with applicable UK requirements. Our cleaning services include the collection and removal of routine cleaning waste generated during the course of the work, such as packaging, disposable cloths, and general debris, where this is part of the agreed service. We will not remove hazardous waste, clinical waste, asbestos, chemicals, bodily fluids, sharps, or other regulated materials unless we have expressly agreed to do so and are legally permitted to handle them. Any such material must be declared in advance.
Where waste removal is included, you are responsible for ensuring that the waste is ordinary household or commercial cleaning waste and that the site provides lawful disposal arrangements. We may refuse to handle items that could breach environmental, health and safety, or waste carrier obligations. If additional disposal services are requested, they may be charged separately. You remain responsible for disclosing any substances that require specialist packaging, transport, storage, or disposal. We reserve the right to stop work if we discover materials that may pose a risk to our staff or the environment.
Our team may use cleaning chemicals, water, and equipment that are suitable for the task, but we will act in line with product instructions, safe working practices, and relevant regulations. You must tell us about any allergies, asthma risks, or material sensitivities that could be affected by standard cleaning processes. If you prefer eco-friendly products or wish to avoid particular substances, you should request this before the booking is confirmed. We will try to accommodate reasonable preferences where operationally possible.
Complaints and service issues should be raised promptly so that we can review the matter and, if needed, correct any deficiency. If part of a service falls below the expected standard and the issue is reported within a reasonable period, we may offer a re-clean, partial refund, or another suitable remedy, depending on the circumstances. No remedy will be offered where the complaint arises from changed conditions after the service, inaccurate instructions, lack of access, or interference by third parties after completion.
Insurance and workforce matters are handled in accordance with our operational policies. We maintain such insurance as we consider appropriate for the services we provide, but insurance cover does not extend to losses excluded under these terms. We may use trained staff, temporary workers, or subcontractors to perform services, and all such personnel are expected to follow our standards. You must not directly employ or engage our staff for services outside the booking without our prior written consent, as doing so may interfere with contractual and staffing arrangements.
These Terms and Conditions may be updated from time to time. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or agreed between the parties. If any provision of these terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or remedy immediately does not mean that we waive that right or remedy.
Governing law and jurisdiction shall be the law of England and Wales. Any dispute arising from or in connection with these Terms and Conditions, or the services supplied under them, will be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. By booking a cleaning service, you confirm that you have read, understood, and agreed to these terms in relation to your chosen service.