Service Terms and Conditions for Cleaners SE5

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners SE5. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the service process, pricing, responsibilities, and legal limits applying to both parties. For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” mean the customer receiving the cleaning service.

These terms apply to domestic and commercial cleaning services unless a separate written agreement states otherwise. They cover standard cleaning appointments, one-off cleans, recurring visits, and related tasks agreed in advance. Any special instructions, add-on services, or access arrangements must be agreed before the work begins. If there is any conflict between these terms and a written quotation, invoice, or booking confirmation, the written document will take priority to the extent of that conflict.

We aim to provide a professional cleaning service with reasonable care, skill, and consistency. However, the exact result may depend on the condition of the property, the materials present, and whether suitable access, water, electricity, and working conditions are available. These terms should therefore be read together with the service description provided at the time of booking.

1. Booking Process

Bookings may be requested by phone, email, online form, or through any other method made available by us from time to time. A booking is not confirmed until we have accepted the request and issued a confirmation. The confirmation may include the service date, time window, location, scope of work, estimated duration, and price. We reserve the right to refuse a booking where the requested service is outside our normal operations, where the address details are incomplete, or where we reasonably believe the job cannot be completed safely or lawfully.

When booking, you must provide accurate and complete information, including the type of property, the rooms or areas to be cleaned, known hazards, special surfaces, and any access restrictions. If the information you supply is inaccurate or incomplete and this affects the service, additional charges may apply or the visit may need to be rescheduled. You are responsible for ensuring that the service requested matches the condition and requirements of the property.

We may ask for photos, measurements, or a description of the cleaning task before confirming the appointment. This is to help us assess whether the work is suitable, estimate time properly, and allocate appropriate staff and materials. If the scope of work changes after booking, we may revise the price, time estimate, or service date. Any significant change should be notified as early as possible and will only be binding once we confirm it in writing.

2. Payments and Charges

Prices are usually quoted in advance based on the information available at the time of booking. Unless stated otherwise, all charges are inclusive of standard labour and agreed cleaning materials, but may exclude specialist products, parking, congestion-related costs, disposal fees, or other third-party charges. Where an estimate is provided rather than a fixed price, the final charge may vary if the actual work differs from the initial description.

Payment terms will be confirmed at the time of booking or on the invoice. We may require payment in advance, a deposit, or full payment on completion depending on the nature of the service and the customer’s history with us. Accepted payment methods may include bank transfer, card payment, or other methods specified in the invoice. Unless otherwise agreed, payment is due immediately upon completion of the service or within the stated invoice period.

If payment is not made on time, we may charge reasonable late-payment fees or interest where permitted by law. We also reserve the right to suspend future bookings, withhold further services, or recover outstanding sums through appropriate legal means. Any dispute about an invoice must be raised promptly and in good faith, but this does not release you from the obligation to pay undisputed amounts on time.

Where a booking is made for a regular cleaning service, charges may be reviewed periodically to reflect changes in labour costs, frequency, materials, or the condition of the property. We will give reasonable notice of any proposed pricing change where the customer is on an ongoing service arrangement. Continued use of the service after notice of a change will be treated as acceptance of the updated terms.

3. Cancellations, Rescheduling, and Access

You may cancel or reschedule a booking by giving us notice in accordance with the cancellation period stated in your booking confirmation. If no specific period is stated, a reasonable notice period is expected. Cancellations made at short notice may result in a cancellation fee to cover reserved time, staff allocation, and any non-recoverable costs. If our team arrives and cannot carry out the work because access is denied, the property is unavailable, or the conditions are unsafe, the visit may be charged as a wasted appointment.

We may also need to cancel or reschedule a booking due to illness, adverse weather, unsafe conditions, equipment failure, or events outside our reasonable control. In such cases we will aim to provide notice as soon as practicable and offer an alternative appointment where possible. We will not be liable for indirect losses caused by a cancellation or delay, provided we act reasonably and communicate promptly.

4. Service Standards and Customer Responsibilities

You are responsible for ensuring the property is ready for cleaning before the appointment. This includes moving personal valuables, securing pets, providing access, and informing us of any fragile items, delicate fittings, or areas that should not be touched. Although our cleaners will use reasonable care, we are not responsible for pre-existing damage, wear and tear, or defects that become apparent during the service.

Where keys, alarm codes, fobs, or entry instructions are provided, you warrant that you have authority to provide them and that they are accurate. We will keep reasonable care of access items supplied for the purpose of the service, but we are not liable for loss or damage unless caused by our proven negligence. If entry is delayed because of missing or incorrect information, the appointment may be shortened or cancelled and charged accordingly.

Customers must inform us in advance of any health and safety concerns, including but not limited to aggressive animals, asbestos, hazardous substances, bodily fluids, infestations, or unsafe electrical fittings. If such risks are discovered during the appointment, we may stop the work immediately without liability for delay or incomplete service. We may refuse to proceed if, in our judgment, continuing would be unsafe or unlawful.

Where cleaning products are supplied by us, we will choose products that are generally suitable for the intended task. However, you remain responsible for notifying us of allergies, sensitivities, or surface-specific restrictions. If you ask us to use products provided by you, we are not liable for damage caused by unsuitable or incorrectly labelled products unless the damage results from our misuse after clear instructions were given.

5. Liability and Limitations

We shall carry out the service with reasonable care and skill. If we fail to do so, our liability will be limited, to the extent permitted by law, to repeating the service, reducing the charge, or paying reasonable compensation for direct loss caused by our breach. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential loss, including loss of profit, loss of business, loss of opportunity, or distress not caused by our breach. We are also not liable for damage arising from hidden defects, poor maintenance, pre-existing issues, or circumstances beyond our reasonable control. Nothing in these terms affects your statutory rights as a consumer where applicable.

If property damage occurs and you believe we may be responsible, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service. You should allow us the opportunity to inspect the issue before any repairs, replacements, or cleaning corrections are undertaken, except where immediate action is necessary to prevent further damage. Any claim must be supported by evidence that the damage was caused directly by our service.

6. Waste Regulations and Disposal

Any waste collected during cleaning will be handled in accordance with applicable waste management and environmental regulations. We may remove routine waste generated as part of the service only where this has been agreed in advance and where the waste is suitable for normal disposal. We do not agree to remove hazardous, clinical, or regulated waste unless this is specifically authorised in writing and handled by appropriate procedures and licensed services where required.

You are responsible for making sure that any waste, rubbish, or items intended for disposal are lawfully able to be removed. You must not ask us to transport items that are dangerous, prohibited, contaminated, or likely to breach environmental, transport, or waste laws. If we reasonably believe that an item or substance is not suitable for disposal under these terms, we may refuse to move it, and any associated delay or additional work may be chargeable.

Where we leave waste for collection or place it in a designated disposal area, you are responsible for final collection arrangements unless we have expressly agreed otherwise. We may separate recyclable and non-recyclable waste where appropriate, but we do not guarantee recycling outcomes or disposal dates. Any additional costs arising from special disposal requirements may be added to the invoice.

7. Complaints, Amendments, and Force Majeure

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so that we can investigate and, where appropriate, put matters right. A complaint should include the date of service, the issue concerned, and any relevant supporting information. We will review complaints in a fair and reasonable manner. Raising a complaint does not automatically entitle you to a refund, but it will be considered alongside the facts of the case and the work carried out.

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will usually apply to that booking, unless a later written agreement says otherwise. Any amendment does not affect rights or obligations already accrued before the change takes effect.

We are not responsible for failure to perform, or delay in performing, any obligation where this is caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, transport disruption, power failure, government restrictions, or other unforeseen events. In such circumstances, obligations may be suspended for the duration of the event and rescheduled where reasonably possible.

These Terms and Conditions are governed by the law of England and Wales. Any dispute arising from or connected with the cleaning service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any clause is found to be invalid or unenforceable, the remainder of the terms will continue in full force.

By confirming a booking with Cleaners SE5, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If any part of the service requires special arrangements, those arrangements must be agreed in writing before the appointment. These terms are intended to promote clear expectations, fair dealing, and a professional service relationship.