Terms and Conditions for Cleaners W11

These Terms and Conditions set out the basis on which Cleaners W11 provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are intended to create a clear and fair arrangement for both parties. In these terms, references to "we", "us" and "our" mean the cleaning provider, and references to "you" and "your" mean the customer who requests the service. These conditions apply to standard cleaning appointments, one-off visits, recurring cleans, and any agreed additional services unless a separate written agreement states otherwise.

Our service is designed to be straightforward, professional, and flexible, while still operating within the legal and practical requirements that apply to cleaning services in the UK. We may update these Terms and Conditions from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of booking will normally apply to that booking, unless a later version is required by law or agreed in writing.

A booking is only confirmed once we have accepted your request and provided a booking confirmation by email, message, or another agreed method. Any estimate given before confirmation is based on the information available at that time and may change if the property size, condition, access, or requested tasks differ from what was described. If the property requires specialist treatment, heavy-duty cleaning, or unusual materials, we may need to revise the price, adjust the duration, or decline the job if it falls outside the scope of our standard service.

Booking Process

To arrange a cleaning service, you must provide accurate information about the property, the type of service required, the preferred date and time, any access arrangements, and any special instructions. It is your responsibility to ensure that the details supplied are complete and correct. If the information changes after the booking is made, you should notify us as soon as possible so we can assess whether the appointment can proceed as planned.

We reserve the right to refuse or cancel a booking where we reasonably believe the job cannot be completed safely, lawfully, or within the agreed time. This may include situations where access is not available, the property is unsafe, utilities are unavailable, or the requested work is outside our scope. If we need to cancel for these reasons, we will usually notify you promptly and, where appropriate, arrange an alternative appointment. Cleaners W11 may also ask for additional information or photographs before confirming a booking for larger, specialist, or high-risk cleaning work.

Any arrival or completion times are estimates unless expressly stated as fixed. Cleaning appointments may be affected by traffic, weather, equipment issues, or unexpected delays at earlier jobs. We will make reasonable efforts to arrive within the agreed window, but time is not guaranteed unless specifically agreed in writing. If a delay occurs, we will aim to keep you informed and provide a revised arrival time where possible.

Payments and Charges

Charges may be based on hourly rates, fixed-price quotations, or a combination of both, depending on the service booked. Prices are usually stated before the booking is confirmed, but they may be adjusted if the actual job differs from the initial description. Examples include a property being significantly dirtier than expected, extra rooms being added, or the need for additional time due to restricted access or special cleaning requirements. Any changes to the price will normally be discussed before further work is carried out.

Unless otherwise agreed, payment is due on completion of the service or in advance where prepayment has been requested. We may accept bank transfer, card payment, cash, or another agreed method, subject to availability. Where invoices are issued, they must be paid within the stated timeframe. If payment is late, we may suspend future bookings, charge reasonable recovery costs where permitted by law, or take other lawful steps to recover the amount due.

You are responsible for ensuring that all payment details provided are valid and that sufficient funds are available. Any bank charges, foreign exchange costs, or failed payment fees imposed by your payment provider remain your responsibility unless caused by our error. Discounts, vouchers, or promotional offers are valid only for the conditions stated at the time they are issued and may be withdrawn or amended where permitted by law.

Cancellations, Rescheduling, and Access

To cancel or rearrange a booking, you should give us reasonable notice. The exact notice period may depend on the type of service, the size of the appointment, and whether supplies or team allocation have already been arranged. Where sufficient notice is given, we will generally try to offer a new date or apply any relevant refund or credit in line with the booking terms. If cancellation is made at very short notice, we may charge a cancellation fee to cover reserved time, staff allocation, and any non-recoverable costs.

You must ensure that our cleaners have reasonable access to the property at the agreed time. This includes providing keys, entry codes, parking details where necessary, and any other arrangements needed for access. If access is not available, if no one is present when required, or if we are unable to begin work because of circumstances within your control, the visit may be treated as a late cancellation and charged accordingly. Repeated missed appointments may result in future bookings being refused.

If you need to reschedule due to illness, emergency, or another genuine reason, we will try to be flexible where possible. However, flexibility cannot always be guaranteed, especially during busy periods or where materials and labour have already been committed. Any refund, credit, or rebooking offered will be made at our discretion, subject always to your legal rights and any mandatory consumer protection requirements.

Service Standards and Customer Responsibilities

We aim to provide a professional cleaner service using reasonable care and skill. The exact tasks included will depend on the service booked and any written notes agreed before the appointment. Unless specifically included, our work does not usually cover deep restoration, mould remediation, pest removal, structural repairs, or the handling of hazardous materials. We may refuse to clean certain items or areas if doing so could cause damage, create a safety risk, or breach the manufacturer’s instructions.

You are responsible for securing valuables, fragile items, confidential documents, and any items that could be damaged by normal cleaning activity. Please also ensure that pets are safely contained if needed and that the property is reasonably prepared for cleaning. Where special products, equipment, or instructions are required because of delicate surfaces or personal preferences, you must let us know in advance. If you fail to provide such information, we will not be responsible for damage that could have been avoided had the issue been disclosed.

Where you ask us to move items, work at height, or clean around electrical appliances, we will only do so if it is safe and practical. Our team may decline to carry out any task that could expose them to injury or that appears likely to damage property. In such cases, the remainder of the service may continue, but we will not be liable for not completing an unsafe or unreasonable instruction.

Liability and Damage

We will take reasonable care when providing cleaning services, but liability is limited to the extent permitted by UK law. 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. Subject to that, we are not responsible for indirect loss, loss of profit, loss of opportunity, or any consequential loss arising from the service.

If you believe damage or loss has occurred during a visit, you must notify us as soon as reasonably possible and provide supporting details, including photographs where appropriate. We may need an opportunity to inspect the issue before any repair, replacement, or compensation is considered. Claims made long after the appointment may be difficult to assess fairly and may not be accepted if the delay prevents proper investigation.

We are not liable for pre-existing damage, wear and tear, hidden defects, loose fittings, items that were already unstable, or damage caused by unsuitable materials, poor maintenance, or incorrect information provided by the customer. We also do not accept responsibility for belongings left in vulnerable positions or for any loss resulting from burglary, vandalism, or events outside our reasonable control unless the law requires otherwise. Any compensation, if due, will be limited to the reasonable cost of repair or replacement and will not exceed the amount paid for the relevant service, unless a higher limit is required by law.

Waste Regulations and Disposal

Cleaners W11 will handle waste in a lawful and responsible manner. General domestic waste created during the cleaning process may be collected and disposed of only where this is part of the agreed service and where doing so complies with applicable waste regulations. We do not provide a general rubbish clearance or waste removal service unless this has been expressly agreed in advance. Any waste collection must remain within the scope of the booking and must not involve controlled, hazardous, clinical, or specialist waste unless specifically arranged and legally permitted.

You are responsible for ensuring that any waste requiring special treatment is identified in advance. This includes sharp objects, bodily fluids, chemicals, asbestos-containing materials, mould-contaminated items, needles, batteries, paint, oils, solvents, and similar hazardous substances. We will not remove, store, transport, or dispose of such materials unless we have the proper legal authority, training, and equipment to do so. If prohibited waste is present, we may suspend the service until the area is made safe or remove only the non-hazardous elements of the job.

Where items must be separated for recycling, reuse, or lawful disposal, you agree to follow any reasonable instructions we provide. We will not knowingly breach environmental requirements, fly-tipping rules, or local disposal restrictions. If a customer asks us to dispose of items in a way that would be unlawful or unsafe, we will decline that request. Any additional disposal cost arising from lawful waste handling may be charged to you if agreed in advance.

Complaints, Suspension, and Termination

If you are dissatisfied with any aspect of the cleaning service, you should raise the matter promptly so it can be reviewed while the relevant details are still available. We may ask for photographs, access to the property, or other information in order to investigate the issue. If a complaint is upheld, we may, at our discretion and where appropriate, offer a re-clean, a partial refund, or another reasonable remedy. This does not affect any statutory rights you may have as a consumer.

We may suspend or terminate services immediately if you fail to pay, repeatedly cancel at short notice, provide unsafe working conditions, or behave in a threatening, abusive, or discriminatory manner toward our staff. We may also end an appointment if there is an unforeseen safety issue, if illegal activity is suspected on the premises, or if the service requested has materially changed from what was agreed. In these cases, any fees already incurred may remain payable.

Either party may end a recurring arrangement by giving reasonable notice in line with the booking terms. Termination does not remove any obligation to pay for work already completed or costs already incurred. Any remaining rights and liabilities that by their nature should continue after termination, including payment obligations, liability limits, and governing law, will remain in force.

General Legal Terms

We may assign or subcontract parts of the service to suitably qualified personnel where necessary, while remaining responsible for the service as agreed. If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply. Any failure by us to enforce a right or remedy immediately does not mean that right or remedy has been waived.

These Terms and Conditions represent the agreement between the parties in relation to the cleaning service and replace any previous discussions or understandings on the same subject, unless a separate written contract states otherwise. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly agreed.

The relationship between the customer and the service provider is that of an independent contractor arrangement. Nothing in these terms creates a partnership, employment relationship, or agency relationship between us and the customer. Any variation to these terms should be made in writing to be effective, unless we are required by law to make a change in another form.

Governing Law

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 will have exclusive jurisdiction unless another forum is required by applicable law. If you are located in Scotland or Northern Ireland, mandatory local consumer rights may still apply where relevant, but the governing law stated here will remain the default position for the service agreement.

By booking Cleaners W11, you confirm that you have read, understood, and agreed to these Terms and Conditions. They are intended to provide a clear framework for booking, payment, cancellations, liability, waste handling, and lawful service delivery, while allowing the cleaning service to remain flexible and practical for everyday use.