Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Collierswood to residential and commercial customers in the UK. By making a booking, confirming an appointment, or permitting our team to start work, you agree to these terms. Please read them carefully before arranging any service. These terms are intended to be clear, fair, and practical, while reflecting standard UK service expectations and applicable legal requirements. In these Terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer who books or receives the service.

These terms apply to all standard cleaning appointments, one-off visits, scheduled recurring cleans, end of tenancy tasks, deep cleans, and any additional services agreed in writing. They do not replace any separate written agreement, quotation, or special conditions that may be issued for a particular job. If there is any conflict between a written quotation and these Terms and Conditions, the written quotation will take priority to the extent of the inconsistency.

The service is designed to be performed with reasonable care and skill, in line with the Consumer Rights Act 2015 where applicable. We aim to provide a reliable cleaning service that is delivered professionally and with respect for your property, but certain outcomes may depend on the condition of the premises, access to utilities, the age of surfaces, and pre-existing wear, staining, or damage.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, or any other method we make available from time to time. When you submit a request, you must provide accurate information about the property, the type of cleaning required, the approximate size of the premises, the condition of the area to be cleaned, parking or access restrictions, and any hazards or special instructions that may affect the work. If the information you provide is incomplete or inaccurate, we may need to revise the quotation, amend the service scope, or decline the booking.

A booking is not confirmed until we have acknowledged it and, where required, received any deposit or advance payment requested. Confirmation may be given verbally or in writing. We reserve the right to refuse a booking where we are unable to meet the requested schedule, where the work falls outside our service scope, or where there is a concern about safety, legality, or practicality. For recurring arrangements, we may require notice of access arrangements, keys, alarm codes, or special instructions before the first visit.

If you book a service on behalf of another person or for business premises, you confirm that you have authority to do so and that the person or organisation receiving the service accepts these terms. You are responsible for ensuring that the premises are accessible at the agreed time and date. If we arrive and cannot enter the property or cannot commence work due to lack of access, incorrect information, or absence of required utilities, this may still be treated as a chargeable appointment.

2. Service Standards and Scope

The exact scope of work will be based on the service you choose and any written notes attached to your booking. A standard cleaning contract may include routine tasks such as dusting, vacuuming, mopping, wiping accessible surfaces, cleaning sanitaryware, and other agreed domestic or commercial cleaning tasks. Deep cleans, end of tenancy cleans, specialist appliance cleaning, and post-construction tasks may involve additional labour, equipment, or time and may be quoted separately.

We will use reasonable care and skill in carrying out the agreed work. However, we do not guarantee the removal of all stains, limescale, mould, odours, ingrained dirt, scratches, burns, discolouration, or similar issues that may already exist. Some surfaces and materials are delicate, old, porous, or previously damaged, and aggressive cleaning may worsen them. If we believe a task could damage a surface or finish, we may decline to proceed with that task or may use a safer alternative method.

Where the work requires water, electricity, lighting, or other utilities, you must provide these at no extra cost. If the property is not ready for the service start time because of missing utilities, poor access, or building works, we may shorten the appointment, reschedule it, or charge for waiting time if agreed in advance. We may also ask you to remove or secure fragile items, valuables, confidential documents, or loose objects before we begin.

3. Payments, Charges, and Invoicing

Prices are usually based on the agreed service type, estimated duration, number of rooms, size of the premises, level of soiling, and any extras requested. Unless expressly stated otherwise, all quoted prices are exclusive of VAT where VAT is applicable. The final price may vary if the job takes longer than expected, if the property condition differs significantly from the description provided, or if additional tasks are requested on site. Any material change to the quoted price will normally be discussed with you before the extra work is carried out, where practicable.

Payment terms will be stated at the time of booking or on the invoice. We may require advance payment, a deposit, payment on completion, or settlement within a stated number of days after invoicing. For recurring services, payment may be collected periodically according to the agreed schedule. If an invoice remains unpaid after the due date, we may charge statutory interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise take reasonable steps to recover the debt.

You must ensure payment is made in full and without deduction unless required by law. If you dispute any invoice, you must tell us promptly and provide the reasons for the dispute. Undisputed sums remain payable by the due date. We reserve the right to suspend future services, cancel bookings, or withdraw discounts where payment is overdue. If a card payment is reversed, declined, or charged back without valid reason, you may be liable for the associated administration and bank costs to the extent permitted by law.

4. Cancellations, Rescheduling, and Waiting Time

If you wish to cancel or reschedule a booking, you should give notice as early as possible. Unless your quotation or booking confirmation states otherwise, cancellations made within a short notice period may attract a charge to cover lost time and operational costs. Where a deposit has been taken, it may be non-refundable if the cancellation occurs after the specified cut-off point. We will always act reasonably when assessing any cancellation charge.

If we need to cancel or reschedule due to illness, safety concerns, staff shortages, severe weather, transport disruption, or other events beyond our control, we will try to offer an alternative appointment. If we cannot do so, any prepayment for the cancelled service will be refunded in respect of the unperformed element, unless the issue is caused by your failure to provide access or accurate information. We are not responsible for indirect losses arising from a cancelled appointment, except where required by law.

If our team arrives and is unable to begin work because no one is present, access has not been arranged, keys or entry codes are unavailable, the property is locked, or there is an issue outside our control, we may charge a call-out fee or part-charge for the booked time. A reasonable waiting period may be allowed where agreed, but extended waiting may reduce the time available for cleaning and may still be chargeable. If the job cannot proceed, it may be treated as a late cancellation.

5. Customer Responsibilities

You are responsible for ensuring that the property is safe and suitable for the work to take place. This includes giving notice of any known hazards such as broken glass, exposed wiring, infestation, mould, biohazards, sharp objects, aggressive animals, or unsafe flooring. You must also tell us about any items that require special care, any areas that are off limits, and any restrictions caused by tenancy rules, building management, or site procedures. If your instructions conflict with safety, law, or reasonable working practice, we may refuse to carry out the affected task.

You should remove or secure valuables, cash, jewellery, passports, sentimental items, data storage devices, and confidential papers before the service begins. While our team will act honestly and professionally, we do not accept responsibility for items left in plain sight unless loss or damage is caused by our negligence. You should also ensure that pets are safely managed if they might interfere with the work or present a safety risk. If an animal behaves aggressively or makes the environment unsafe, we may stop the visit.

If you provide cleaning products, tools, or equipment for us to use, you do so at your own risk unless we have expressly agreed otherwise. We are not liable for damage caused by defective, unsuitable, incorrectly labelled, or poorly maintained items supplied by you. Likewise, if you request the use of a specific product against our recommendation, you accept responsibility for any resulting issues to the extent permitted by law.

6. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we are not responsible for indirect, incidental, or consequential losses, including loss of profit, loss of business opportunity, or loss of enjoyment, except where such losses are directly caused by our breach and are recoverable under law.

We are not liable for pre-existing damage, normal wear and tear, hidden defects, structural issues, water ingress, faulty fixtures, age-related deterioration, or damage that arises because materials are fragile, unstable, or unsuitable for cleaning. Cleaners Collierswood accepts responsibility only for loss or damage proved to have been caused by our negligence and only to the extent permitted by applicable law. Any claim should be raised as soon as reasonably possible and, in any event, within a reasonable time after the issue is discovered.

Where we are found liable, our total liability for a claim arising from any single booking will usually be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. You must allow us a reasonable opportunity to inspect the issue, consider the complaint, and, where appropriate, return to the property to remedy the problem before any third-party repair is arranged. If you prevent us from investigating or redoing the work, this may affect any remedy available.

7. Waste Regulations and Disposal

Any waste removed during the service will be handled in accordance with applicable UK environmental and waste laws, including the requirement to dispose of waste safely and lawfully. We will not remove or transport prohibited materials unless this has been specifically agreed and can be done in compliance with the law. Such materials may include hazardous substances, medical waste, asbestos-containing materials, chemicals requiring specialist disposal, sharps, or other controlled items.

If the service generates waste that must be bagged, separated, or placed for collection, you are responsible for providing suitable bins, bags, or disposal arrangements unless we have agreed to supply them. If we remove waste as part of an agreed clearance or post-clean service, the nature and volume of the waste should be accurately described at booking. Additional charges may apply where waste volume, contamination, or handling requirements are higher than stated. We may refuse to handle any item that could expose our staff to risk or breach waste regulations.

You must not ask us to dispose of items illegally, to burn waste, to leave rubbish in unauthorised areas, or to mix controlled waste with general waste where this would breach legal obligations. If we reasonably believe that waste handling instructions are unlawful or unsafe, we may stop work immediately. Any delay, additional transport, or specialist disposal required because of incorrect information or unlawful instructions may be charged to you, to the extent allowed by law.

8. Complaints, Remedies, and Rework

If you are dissatisfied with the service, you should notify us as soon as possible after the visit and provide a clear explanation of the issue. We may request photographs or other evidence to help assess the complaint. In many cases, the most appropriate remedy will be a return visit to rework the relevant area, provided the complaint is genuine and the issue falls within the agreed scope. We will act reasonably and fairly when deciding whether a re-clean, partial refund, or other remedy is appropriate.

A complaint will not be accepted where the issue arises from factors outside our control, such as a surface that cannot be cleaned without risk, access being restricted after our departure, post-clean activity by others, or the natural condition of old or damaged materials. Any remedy offered is without prejudice to your statutory rights. If a matter cannot be resolved informally, it may be handled under the dispute procedures in these Terms and applicable UK law.

We aim to keep communication professional, respectful, and solution-focused. Abusive, threatening, or discriminatory behaviour towards our staff may result in the immediate suspension of service and may be treated as a breach of contract. In such cases, you may remain liable for any work already completed and any reasonable costs incurred up to the point of suspension.

9. Force Majeure

We shall not be liable for delay or failure to perform any obligation where the delay or failure is caused by events beyond our reasonable control. These may include extreme weather, transport disruption, fire, flood, industrial action, public health emergencies, accidents, civil disturbance, or government restrictions. Where a force majeure event affects a booking, we will make reasonable efforts to rearrange the service or otherwise minimise disruption.

Where performance is prevented for an extended period due to such an event, either party may have the right to cancel the affected booking without further liability, except for payment for work already completed and any non-refundable costs already incurred with your agreement. This clause does not excuse payment for services properly provided before the event occurred.

10. Data, Privacy, and Keys

Any personal data you provide in connection with a booking will be used for arranging and delivering the service, handling invoices, maintaining records, and managing customer communications. We will handle personal data in accordance with applicable data protection law. We only retain information for as long as necessary for the purposes for which it was collected or to meet legal, accounting, or insurance obligations.

If we hold keys, alarm codes, or access devices for recurring services, we will take reasonable care to store them securely and use them only for authorised access. You should inform us immediately if access details change. We are not liable for unauthorised access resulting from your failure to update us or from circumstances outside our control, provided we have taken reasonable precautions. Keys should be collected or returned only in line with agreed procedures.

11. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising out of 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 another jurisdiction is required by mandatory law. If any part of these Terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. You may not assign or transfer your rights under these Terms without our written consent. We may update these Terms from time to time to reflect changes in law, service practice, or operational requirements. The version in force at the time of your booking will normally apply to that booking unless a change is required by law.

Cleaners Collierswood provides services on the basis of clear expectations, lawful conduct, and mutual respect. By booking a service with us, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you have any special requirements, they should be agreed before the appointment is confirmed so that the service can be delivered properly and fairly.