Terms and Conditions for Cleaners W1
These terms and conditions set out the basis on which Cleaners W1 provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical framework for both parties. For the purposes of this document, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer requesting or receiving the service.
These terms apply to standard cleaning appointments, one-off cleans, periodic cleaning, and any related services agreed in writing before the visit. They are intended to support a professional service while allowing flexibility where the scope of work, access arrangements, or property condition requires it. Nothing in these terms affects your statutory rights as a consumer where those rights apply.
By arranging an appointment with Cleaners W1, you confirm that you have read and understood these conditions. If any part of the service differs from what is described here, the written booking confirmation or any separate agreement will take priority to the extent of that difference.
1. Booking Process
Bookings may be requested by phone, email, online form, or any other booking method we make available from time to time. When you submit a request, you must provide accurate information about the type of service required, the size and condition of the property, access arrangements, parking limitations, and any special instructions that may affect the cleaning service.
All bookings are subject to availability and acceptance. A request is not binding until we confirm it. Confirmation may be given verbally or in writing and will normally include the service date, estimated duration, scope of work, and any key terms relevant to that appointment. We may decline or revise a booking if the information provided is incomplete, inaccurate, or unsuitable for the service requested.
If a quotation is provided before the appointment, it will usually be based on the details you supplied. Should the actual condition of the property differ significantly from the description given, we may adjust the price, the time required, or the scope of the service. In some cases, we may pause the work until you agree to the revised terms.
You are responsible for ensuring that the property is accessible at the agreed time. This includes arranging entry, unlocking doors, providing codes where necessary, and securing pets or valuables as appropriate. Delays caused by lack of access may result in waiting time charges or cancellation fees, depending on the circumstances.
If you need to change the booking, you should notify us as early as possible. Changes to the date, time, or service type are subject to availability and may affect the price. We aim to accommodate reasonable changes, but we cannot guarantee that every amendment can be made without disruption to the schedule.
We may also need to reschedule a booking due to staff illness, severe weather, equipment failure, safety concerns, or other events beyond our reasonable control. Where this happens, we will seek to offer an alternative time. We will not be responsible for any indirect losses resulting from a rescheduled appointment, provided we act reasonably and communicate the change promptly.
2. Payments and Charges
Prices are usually agreed in advance and may be calculated on an hourly, fixed-fee, or task-based basis depending on the nature of the work. Any estimate is provided in good faith, but it is not a final price unless we expressly state otherwise. Additional charges may apply if the work extends beyond the agreed scope or if the property requires more time or resources than expected.
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the service or in advance for certain appointments. We may accept bank transfer, card payment, or other methods we specify. The service may be suspended or withheld if payment is not made when due.
Where a deposit is required, it may be used to secure the booking and offset cancellation losses if you cancel outside the permitted period. Deposits are non-refundable unless stated otherwise or unless we cancel the appointment and no alternative is suitable. Any refund due will be processed within a reasonable period, using the original payment method where practical.
Late payment may result in administrative charges and, where lawful, interest or recovery costs. We reserve the right to charge for any reasonable expenses incurred due to failed payment attempts, chargebacks, or incorrect payment information supplied by the customer. If an invoice is disputed, you should notify us promptly so the issue can be investigated in a fair manner.
Cleaners W1 may revise prices from time to time to reflect changes in labour, materials, travel, or operational costs. Any revised price will not affect appointments already confirmed unless the booking is changed or the original quotation was clearly based on incorrect information. Promotional pricing or discounts may be withdrawn at any time for future bookings.
Unless stated otherwise, all prices include standard labour and cleaning materials suitable for normal domestic use. Specialist products, deep-clean equipment, or disposal fees may be charged separately where needed. If a particular item or surface requires additional care, you may be informed of that requirement before the work proceeds.
3. Cancellations and Amendments
You may cancel or amend your booking by giving notice as early as possible. For most standard appointments, cancellations made within the agreed notice period will not incur a charge. If you cancel too late, or if we are unable to carry out the service because access has not been provided, a cancellation fee may apply to reflect the time reserved for you.
The exact notice period and any applicable fee will depend on the service type and the booking confirmation. Where a deposit has been paid, we may retain all or part of that deposit to cover loss of time and administrative costs arising from late cancellation. This does not limit any rights you may have under consumer law where those rights are mandatory.
If you need to reschedule, we will try to transfer the booking to another available slot. However, if the change is requested at short notice, the original appointment may be treated as cancelled. Repeated amendments may also affect the availability of preferred time slots and may require a fresh quote.
We may cancel a booking if the property is unsafe, the work requested is unlawful, the information supplied was materially misleading, or you fail to cooperate with reasonable service requirements. In such cases, we may charge for time already spent travelling or attending the property where this is reasonable and lawful. If we cancel without fault on your part, we will offer a refund for any unused prepayment.
4. Service Standards, Property Condition, and Customer Responsibilities
We will use reasonable care and skill in providing our cleaning service. However, cleaning outcomes depend on the condition of the property, the materials present, and the time available. Staining, wear, limescale, ingrained dirt, mould, paint transfer, and damage caused by age or previous treatment may not be removable by standard cleaning methods.
You must tell us in advance about fragile items, valuable possessions, areas needing special handling, or any hazards such as broken fittings, exposed wires, or unsafe flooring. Where necessary, you should move or secure personal items before the appointment begins. We are not responsible for delays caused by the need to work around excessive clutter or hidden obstructions.
We may refuse to clean items or areas that present an unacceptable risk, require specialist restoration, or are beyond the agreed service scope. If the condition of the property means that extra time or equipment is needed, we may adjust the appointment accordingly. Any decision we make in these circumstances will be based on reasonable professional judgement.
You agree to ensure that the premises are reasonably prepared for cleaning and that we can work without unnecessary interruption. This includes ensuring electricity, hot water, and access to essential areas where required for the service. If the cleaning cannot be completed because of a customer-side issue, the booking may still be charged in full or in part depending on the circumstances.
Where our cleaners are asked to handle keys, alarm codes, or access devices, you remain responsible for ensuring that the information is correct and that any associated security arrangements are properly updated after the appointment. We will take reasonable care with entrusted access items, but we do not accept responsibility for weaknesses in the property’s own security systems.
Any items found during the service that appear to belong to the customer will be left in a sensible location unless otherwise instructed. If we discover something hazardous or potentially dangerous, we may stop work in that area and notify you as soon as reasonably possible. Safety always takes priority over completing non-essential tasks.
5. Liability and Limitations
We will be responsible for direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, subject to the limitations in these terms and to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited.
Where property damage is alleged, you must notify us as soon as possible after discovering the issue and provide reasonable evidence of the damage. We may need the opportunity to inspect the item or area before repairs or replacement are carried out. If our liability is established, we may choose to repair, replace, or compensate for the affected item, taking into account its age, condition, and value.
We are not liable for pre-existing damage, hidden defects, ordinary wear and tear, or losses arising from the customer’s failure to provide accurate information. We also will not be responsible for indirect or consequential losses such as lost profits, loss of business opportunity, or inconvenience, except where such exclusions are not permitted by law.
To the fullest extent allowed by law, any claim arising from our services should reflect the value of the relevant appointment or the direct loss actually suffered, whichever is lower, unless a different remedy is required by law. This limitation is intended to be fair and proportionate in a service setting.
Insurance and Claims
We maintain insurance cover appropriate to the nature of our business and the services we offer. However, insurance does not automatically mean every claim will be accepted. Claims will be assessed on the facts, the terms of the booking, and any applicable law. You must take reasonable steps to reduce any loss once an issue is identified.
If you allow third parties to be present during the cleaning visit, we are not responsible for any loss, injury, or interference caused by those third parties unless directly attributable to our negligence. Similarly, we are not liable for items left unsecured or for instructions that are not communicated clearly before the service begins.
Cleaners W1 will handle waste generated during the cleaning service in a lawful and responsible manner. This may include general rubbish, disposable materials, and small quantities of non-hazardous cleaning waste arising from normal service activity. We will not remove prohibited, hazardous, or controlled waste unless this has been expressly agreed in advance and can be handled lawfully.