Terms and Conditions for Cleaners Clapham

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Clapham and apply to all domestic and commercial bookings unless otherwise agreed in writing. By making a booking, the customer confirms that they have read, understood and accepted these terms. The purpose of this document is to create a clear, fair and practical agreement for both parties, covering the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the service.

In these terms, references to “we”, “us” and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer placing the booking or receiving the service. These terms are intended to work alongside any written quotation, service specification, or order confirmation issued in relation to a Clapham cleaning service. If any part of a separate written agreement conflicts with these terms, the written agreement will take priority to the extent of that conflict.

We reserve the right to update these terms from time to time. Any updated version will apply to bookings made after the date of publication or notice. Changes will not normally affect confirmed appointments unless required by law or unless the change is necessary for safety, compliance, or operational reasons. Continued use of our services after any update will be taken as acceptance of the revised terms.

1. Booking process

Bookings may be requested by telephone, email, online form, messaging system, or any other method we make available. A booking request is not confirmed until we have accepted it and, where required, received any deposit or advance payment. We may ask for details such as the type of property, the size of the premises, the required cleaning tasks, access arrangements, and the preferred date and time. Accurate information is important because pricing and scheduling are based on the information provided at the time of booking.

Once a request has been reviewed, we may issue a quote, estimate, or fixed price. A quote may be subject to a minimum booking duration, a call-out charge, or additional fees where the service requested is unusually complex, urgent, or outside standard operating hours. A quote or estimate does not become a binding booking until it is accepted by you and confirmed by us. The confirmed booking details should be checked carefully, including the date, start time, scope of work, and any special instructions for the cleaning service in Clapham.

We rely on the information supplied by you to arrange staff, equipment, and materials. If the actual conditions differ significantly from those described at booking, we may need to revise the price, adjust the length of the appointment, or, if necessary, decline to carry out part of the service. Examples include unusually heavy soiling, restricted access, hazardous materials, infestation, or the presence of items requiring specialist treatment. Any variation will be discussed as soon as reasonably possible.

It is your responsibility to ensure that access is available at the agreed time and that any permissions required from landlords, managing agents, freeholders, occupiers, or other relevant parties have been obtained. If access is delayed or unavailable, we may treat the appointment as cancelled or may charge waiting time, wasted attendance, or a rebooking fee. Where keys, codes, alarms, or entry instructions are supplied, you must ensure they are correct and that we may reasonably use them for the performance of the service.

For safety and operational reasons, we may refuse or postpone a booking if the premises are unsafe, if the requested work falls outside our permitted scope, or if the customer has not given sufficient information to allow the service to be delivered properly. In some cases, we may recommend that the work be divided into stages or amended to reflect the condition of the property and the time available. Our aim is to provide a reliable Clapham cleaner booking process while maintaining a safe and professional standard.

2. Payments and charges

Unless stated otherwise, all fees are payable in pounds sterling. Payment terms will be set out at the time of booking or in the invoice. We may require advance payment, a deposit, part payment before commencement, or full payment on completion. Where invoices are issued, payment must be made by the due date stated on the invoice. Time for payment is of the essence.

We may accept bank transfer, card payment, or other approved payment methods. Cash may be accepted only if expressly agreed in advance. If payment is made in instalments or against milestones, each amount must be paid in full when due, regardless of any later dispute about another part of the service, except where the law provides otherwise. We may suspend future work, refuse further bookings, or charge reasonable recovery costs if payment is overdue.

Prices may vary depending on the size and condition of the property, the type of service required, the frequency of visits, and any specialist materials or equipment needed. Any additional work requested on the day may incur extra charges. For example, oven treatment, carpet care, deep cleans, end-of-tenancy work, stain removal, or post-renovation cleaning may be priced separately. If a minimum charge applies, this will be communicated before the booking is accepted.

If you dispute any invoice or charge, you should notify us promptly and provide full details of the issue. Undisputed amounts must still be paid by the due date. Where a charge is amended following review, any overpayment will be refunded or credited as appropriate. We reserve the right to correct clerical or pricing errors, provided the correction is made fairly and in good faith.

3. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a confirmed appointment by giving us notice within the cancellation period stated at booking or in the confirmation. If no cancellation period is stated, a reasonable period of notice should be provided. Where short notice is given, we may charge a cancellation fee to reflect lost time, staff allocation, travel, and preparation. In some cases, a deposit may be non-refundable if the cancellation takes place after work has been reserved specifically for your booking.

If you are unable to provide access at the time agreed, or if no responsible person is present where presence is required, we may treat the appointment as a late cancellation or failed attendance. We are not obliged to wait beyond a reasonable period unless we choose to do so. If we agree to a new time, additional charges may apply. Where repeated short-notice cancellations occur, we may require advance payment for future bookings.

We may cancel or reschedule a booking where necessary due to staff illness, adverse weather, safety concerns, equipment failure, or circumstances beyond our reasonable control. Where we do so, we will take reasonable steps to inform you promptly and arrange an alternative date or refund any advance payment relating to the cancelled appointment. We are not responsible for indirect losses caused by a lawful cancellation or postponement, provided we act reasonably.

4. Service standards and customer responsibilities

We will use reasonable care and skill in providing the service, and will carry out the work in line with the service description agreed at booking. However, cleaning outcomes may vary depending on the age, condition, materials, and prior maintenance of the property. Some marks, odours, stains, limescale, or wear may not be fully removable without specialist treatment or replacement of materials.

Before work begins, you should remove or secure items of value, fragile objects, confidential documents, cash, jewellery, and any other personal belongings that might be damaged, misplaced, or need special handling. We are not responsible for items left in accessible areas unless loss or damage is caused by our negligence or wilful misconduct. You should also disclose any known hazards, including slippery surfaces, sharp objects, asbestos, pest issues, mould, or electrical faults.

Where the service involves keys, alarms, or remote access, you are responsible for ensuring that all codes and instructions are accurate and that any temporary access arrangements are legal and permitted. If the property requires the presence of a third party, such as a concierge, tenant, landlord, or managing agent, you must ensure that coordination is in place before the appointment. Failure to do so may affect completion of the work and may lead to extra charges.

5. Liability and limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under English law. Subject to that, our liability is limited to direct losses only and does not include indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, or damage arising from matters outside our reasonable control.

We will not be liable for damage caused by defective fittings, pre-existing wear and tear, faulty installation, hidden defects, unsecured items, inappropriate surfaces, or materials that are not suitable for standard cleaning methods. Where we are responsible for accidental damage, our liability will be limited, at our option, to repairing the damage, replacing the affected item, or paying the reasonable cost of repair or replacement, subject to proof of loss and reasonable depreciation.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the service. You should preserve the damaged item and provide photographs and any relevant information so that we can investigate. Failure to notify us promptly may reduce or remove any right to claim, where the delay has prejudiced our ability to assess the issue.

To the fullest extent permitted by law, any claim relating to a booking should be brought within six months of the date the service was provided, unless a longer period is required by law. This limitation is intended to provide certainty and allow any issue to be investigated while evidence remains available. It does not affect any statutory rights you may have as a consumer.

6. Waste, disposal, and regulatory compliance

All waste removal and disposal arising from the service must be handled in accordance with applicable UK waste regulations and local authority requirements. We will not dispose of hazardous waste, clinical waste, asbestos, chemicals, needles, or any regulated material unless this has been specifically agreed in advance and is lawful for us to handle. If such materials are discovered during the service, we may stop work in the affected area and request further instructions.

You are responsible for identifying any items that require special disposal and for obtaining any permissions needed for waste transfer or removal. Where our work includes bagging, collecting, or moving waste generated by the service, we will use reasonable care to separate and handle it appropriately. However, we are not a licensed specialist waste contractor unless expressly stated. We may refuse to remove items that we consider unsafe, illegal, contaminated, or beyond our permitted scope.

It is your responsibility to ensure that any rubbish, recycling, or bulky items left for collection are placed in a suitable and lawful location. If the service involves disposal of materials into communal bins, skip facilities, or loading areas, you must confirm that such use is permitted. We may charge extra where waste has to be sorted, double-bagged, transported, or handled in a more time-consuming manner because of contamination or improper storage.

7. Health, safety, and access to premises

We expect the premises to be reasonably safe and suitable for cleaning work. You must tell us about any circumstances that could affect the health and safety of our staff, including aggressive behaviour, unsafe flooring, exposed wiring, gas leaks, water leaks, or the presence of animals that may pose a risk. We may withdraw from the property if we believe there is an immediate danger to staff, contractors, or any other person.

Smoking, vaping, or the use of illegal substances during our attendance is not permitted in areas being serviced, and we may suspend work if conditions are unsuitable. If any member of our team reasonably believes that the working environment has become unsafe, they may stop the service and leave the premises. In such circumstances, charges may still apply for time already spent and any attendance already made.

8. Data, confidentiality, and privacy

We may process personal data as needed to manage bookings, issue invoices, maintain service records, handle complaints, and comply with legal obligations. We will use reasonable measures to keep personal information secure and will only disclose it where necessary to deliver the service, meet legal duties, recover unpaid sums, or protect legitimate business interests. Any data processing will be handled in line with applicable UK data protection law.

Where we enter your home or premises, we will treat all information observed during the course of the work as confidential, subject to any legal or safeguarding obligations. Likewise, you must not misuse any personal data, staff details, security procedures, or access information provided by us. This mutual duty of confidentiality helps ensure that the Clapham cleaners relationship remains professional and trustworthy.

9. Complaints and remedy

If you are unhappy with any aspect of the service, you should let us know as soon as possible so the matter can be reviewed. We may ask for supporting information, photographs, or access to the area affected. Where appropriate, we may offer a re-clean, a partial refund, or another reasonable remedy. A complaint does not automatically entitle you to withhold payment for unrelated work that has been properly completed.

Any remedy offered will depend on the nature of the issue, the timing of the complaint, and whether we are given a fair opportunity to inspect and rectify the concern. We aim to resolve disputes in a practical and proportionate way, and nothing in this section prevents either party from seeking legal advice or using a lawful dispute resolution process.

10. Force majeure

We are not responsible for delays or failure to perform where caused by events beyond our reasonable control, including extreme weather, fire, flood, industrial action, transport disruption, acts of government, power failure, pandemic-related restrictions, or serious illness. If such an event occurs, we will try to resume service as soon as reasonably practicable and may offer alternative arrangements where appropriate.

11. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless you are a consumer and the law allows you to bring proceedings in another competent court. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

12. General provisions

No waiver by us of any breach or default will be treated as a waiver of any later breach. You may not transfer your rights or obligations under these terms without our written consent. We may transfer or subcontract our obligations where reasonably necessary for the operation of the service, provided this does not materially reduce the standard of service promised. Headings are included for convenience only and do not affect interpretation.

These terms form the complete agreement between the parties in relation to the cleaning service, subject to any mandatory consumer rights or statutory protections. By confirming a booking with Cleaners Clapham, you agree that the service will be delivered in accordance with these terms and any other information agreed in writing at the time of booking.