Cleaners SW16 Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners SW16 provides domestic and commercial cleaning services to clients in the UK. By making a booking, confirming an appointment, or allowing our team to commence work, you agree to these terms. They are designed to create a clear understanding of the service, payment expectations, cancellation rules, liability limits, and legal responsibilities that apply to both parties. For the avoidance of doubt, these conditions apply to all standard cleaning appointments, recurring services, one-off visits, and any related add-on tasks agreed in advance.

Throughout this document, references to we, us, or our mean the cleaning business trading as Cleaners SW16, and references to you or your mean the customer or person authorising the service. These terms should be read together with any written quotation, booking confirmation, or service specification provided before the work begins. If there is any inconsistency between a written confirmation and these general terms, the written confirmation will normally take priority for that specific booking.

1. Booking Process

A booking may be made through an approved communication channel and is only considered confirmed once we accept the request and provide a booking confirmation. Acceptance may depend on availability, the type of service required, access arrangements, and any special conditions relevant to the property. We reserve the right to decline a booking if we believe the requested work is unsuitable, unsafe, outside our service scope, or impossible to complete within the allocated time.

At the time of booking, you must provide accurate information, including the property address, the size and condition of the premises, the nature of the cleaning required, parking or access restrictions, and any items requiring careful handling. If the details supplied are incomplete or inaccurate, we may adjust the quotation, revise the time required, or amend the team allocation. Any change to the service scope after confirmation may require a revised price and schedule.

It is your responsibility to ensure that suitable access is available at the agreed time. Where entry is not possible, where keys or codes are not supplied as arranged, or where the property is not ready for the cleaning team, the appointment may be treated as a late cancellation or unsuccessful visit. In such cases, an attendance charge or minimum call-out charge may apply.

Service scope and customer responsibilities

The standard service includes only the tasks expressly agreed at booking or listed in the booking confirmation. Unless otherwise stated, the service does not include specialist restoration, hazardous material removal, moving heavy furniture, dismantling fixtures, or work requiring trade certification. You must ensure that fragile items, valuable possessions, and personal documents are secured before the appointment. We are not responsible for cleaning decisions made without clear instruction where the area or item involved is delicate, antique, or of uncertain material composition.

You must also ensure that the premises are reasonably safe for our staff to work in. This includes making us aware of exposed wiring, structural defects, aggressive animals, sharps, bodily fluids, and any other condition that may expose personnel to risk. If we believe the environment is unsafe, we may pause or terminate the service immediately. Where necessary, we may refuse to continue until the hazard is removed or controlled.

2. Payments

Prices are normally quoted on the basis of the information provided at the time of booking. All amounts are stated in pounds sterling unless otherwise agreed. We may charge by the hour, by the job, or by a fixed service fee depending on the type of appointment. Any estimate provided before attendance is an estimate only unless it is clearly identified as a fixed price and based on accurate, complete information.

Payment is due in accordance with the terms stated on the booking confirmation or invoice. Unless agreed otherwise, payment must be made on completion of the service or by the deadline shown on the invoice. We may require a deposit, pre-authorisation, or advance payment for certain bookings, including large jobs, repeat appointments, or services scheduled at busy times. Failure to pay on time may result in suspension of future bookings, recovery action, or additional charges permitted by law.

Where the work extends beyond the original scope because the property is more heavily soiled than described, additional time or materials may be required. In such cases, we will normally notify you before continuing, although in time-sensitive situations we may proceed where this is reasonably necessary to complete the service effectively. Any agreed extra charge will be added to the final invoice. If you dispute an invoice, you must notify us promptly and provide reasons so that the matter can be reviewed.

3. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by providing notice in line with the cancellation period set out in your confirmation. If no specific period is stated, reasonable notice is expected. Short-notice cancellations may incur a charge to cover lost time, travel costs, and allocated staff. Repeated changes to confirmed appointments may also affect availability and pricing.

If you cancel after the team has already been dispatched, arrives at the property, or is unable to gain access, the appointment may be charged in full or in part. This includes situations where the premises are closed, the occupant is absent, keys are unavailable, parking access prevents attendance, or incorrect information was given. We are not liable for missed appointments caused by inaccurate address details or access instructions supplied by you.

We may reschedule or cancel a booking where circumstances beyond our reasonable control prevent performance, including severe weather, staff illness, transport disruption, equipment failure, or emergency safety concerns. In such cases, we will aim to offer an alternative appointment. Our liability for cancellation caused by such events is limited to the return of any payment for the cancelled portion of the service, unless otherwise required by law.

4. Liability and Limitations

We will exercise reasonable skill and care in delivering the cleaning service. However, no cleaning process can guarantee the removal of all stains, marks, odours, contamination, or damage that already exists. Results may vary depending on surface type, material age, prior maintenance, and the condition of the property. We do not accept responsibility for pre-existing defects, wear and tear, hidden damage, or issues that become visible once dirt or residue has been removed.

Our liability for loss or damage is limited to direct loss caused by our proven negligence, and only to the extent permitted by UK law. We will not be responsible for indirect or consequential loss, loss of profit, loss of business, emotional distress, or any damage arising from inaccurate information supplied by you. Where an item is fragile, valuable, or of unusual design, you must notify us in advance. We may decline to clean certain items if we believe there is a risk of damage.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If damage occurs and is attributed to our fault, you must notify us as soon as reasonably practicable and provide a fair opportunity to inspect the issue. We may choose to repair, replace, or compensate at our discretion, subject to the applicable legal limits and the nature of the claim.

5. Waste, Disposal, and Environmental Compliance

Any waste removed during the service will only be handled in accordance with applicable UK waste regulations. Unless expressly agreed, our service does not include the collection, transport, or disposal of controlled waste, hazardous waste, clinical waste, sharps, asbestos, chemicals, or electrical items requiring specialist treatment. You remain responsible for ensuring that any waste requiring licensed handling is managed lawfully through the appropriate channels.

Where general household waste or cleaning debris is removed as part of an agreed service, it will be handled responsibly and disposed of in compliance with relevant environmental and health and safety requirements. We may refuse to touch or move items that are contaminated, dangerous, or suspected to contain prohibited materials. If such items are discovered during work, we may stop the affected task and request further instruction.

You must disclose any waste, residue, or contamination that could reasonably affect the safety or legality of the service. This includes mould, sewage, bodily fluids, pest infestation residues, paint, solvents, or chemical spills. If such conditions are concealed or not disclosed, we may suspend work, apply additional charges, or end the appointment immediately. Any decision to continue will be made solely at our discretion and in compliance with the law.

6. Customer Conduct, Property Conditions, and Staff Safety

You agree to treat our staff respectfully and to provide a safe, lawful working environment. Abusive, threatening, discriminatory, or harassing behaviour will not be tolerated and may result in immediate termination of the service without refund. We may also withdraw from any property where the environment is unsafe, unsanitary, or otherwise unsuitable for staff to work in reasonable conditions.

If your property contains alarms, monitoring devices, pets, fragile surfaces, or restricted areas, you must inform us in advance. We are entitled to assume that all rooms, fixtures, and items presented for cleaning may be accessed unless you instruct otherwise. Any instructions to avoid particular items or rooms must be clear and timely. If an instruction is omitted, we are not liable for work performed in good faith in an area that reasonably appeared to be included in the booking.

7. Complaints and Rectification

If you are unhappy with any aspect of the service, you must notify us within a reasonable time after completion so that the matter can be assessed. We may request photographs, a description of the issue, and an opportunity to revisit the property where appropriate. Where a complaint is justified and attributable to our service, we may offer a revisit, partial refund, or other remedy that is fair in the circumstances. This is usually the exclusive remedy available unless another outcome is required by law.

8. Insurance and Security

We take reasonable precautions in relation to staff selection, equipment use, and service delivery. However, you are responsible for securing valuables, cash, jewellery, sensitive records, and portable items before the cleaning begins. We do not accept responsibility for items left unsecured in plain view. Where keys are entrusted to us, we will handle them with reasonable care and return them as agreed, but we are not liable for delays caused by events beyond our control.

9. Changes to These Terms

We may revise these Terms and Conditions from time to time to reflect legal, operational, or service changes. The version in force at the time of your booking will apply to that booking unless a later written agreement states otherwise. Continued use of our services after changes are published will be treated as acceptance of the updated terms for future bookings.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with 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 provision of these terms is found to be unlawful or unenforceable, that provision shall be treated as modified to the minimum extent necessary, and the remaining provisions shall continue in full force.

This document is intended to provide a fair and practical framework for using Cleaners SW16 services. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. We recommend that customers retain a copy of the booking confirmation and any written amendments for their records.