Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which professional cleaning services are provided to domestic and commercial customers. By making a booking, you agree to the terms below, which are designed to be clear, fair, and practical for both parties. They apply to all standard cleaning appointments, one-off cleans, recurring services, and specialist tasks arranged under a cleaning service agreement. References to cleaners Richmond Upon Thames are used for identification only and do not change the legal effect of these terms.

Throughout this document, “we”, “us”, and “our” refer to the cleaning provider, while “you” and “your” refer to the customer who requests or receives the service. These terms should be read together with any written quotation, booking confirmation, service notes, or special instructions agreed before the visit. If there is any conflict between these terms and a specific written agreement, the written agreement will usually take priority to the extent that it clearly changes a particular point.

We aim to provide a straightforward service structure for households, landlords, offices, and other premises requiring professional cleaning in Richmond Upon Thames and surrounding areas. However, the exact scope of work may vary depending on the type of property, level of condition, access arrangements, and the time allocated for the appointment. All services are subject to availability, reasonable operational limits, and lawful use of the premises.

1. Booking Process

A booking is formed when we confirm an appointment request, whether by written message, invoice acceptance, booking form, or other recorded confirmation. A request alone does not guarantee a slot. We may decline or reschedule a booking if the requested service cannot be provided safely, lawfully, or within the available time. For avoidance of doubt, the customer is responsible for providing accurate details about the property, access, parking, pets, hazards, and the condition of the areas to be cleaned.

When you request a cleaning appointment, you should state the service required, preferred date and time, property type, and any special instructions. We may ask for additional information to assess the scope of work and to assign appropriate equipment or staff. If the information supplied is incomplete or inaccurate, we reserve the right to revise the quote, amend the schedule, or limit the service to what can reasonably be completed.

Any booking for cleaning services Richmond Upon Thames may be subject to a minimum call-out, minimum booking duration, or pre-payment requirement. Where a quotation is based on estimated time rather than a fixed task list, the estimate is provided in good faith but is not a guarantee that every requested task can be completed within that time. Changes requested after confirmation may result in a revised fee or a new appointment.

2. Access, Preparation, and Customer Responsibilities

You must ensure that our staff can access the property at the agreed time. If keys, codes, concierge access, parking permissions, or instructions are required, these must be provided in advance. Where access is delayed or impossible for reasons outside our control, waiting time may be charged and the appointment may be shortened or cancelled at our discretion. We are not responsible for missed services where access has not been arranged properly.

Before the appointment, you should remove or secure valuables, cash, fragile items, confidential papers, and any items that you do not want touched. Although our staff will exercise reasonable care, cleaning work often takes place around household goods, office equipment, and fitted furniture. The customer remains responsible for ensuring that the property is ready for cleaning and that the areas to be cleaned are safe to enter.

You must tell us about any known risks, including loose fixtures, delicate surfaces, electrical issues, water leaks, infestations, biohazards, sharps, mould, or contamination. If we consider a task unsafe, unsanitary, or outside the agreed scope, we may refuse to perform it, stop work, or recommend a specialist contractor. Any such decision will be made in the interests of safety, compliance, and property protection.

3. Pricing and Payments

Prices may be quoted as a fixed fee, hourly rate, or estimated charge depending on the nature of the service. Unless otherwise stated, all prices are exclusive of any applicable taxes, surcharges, or additional fees arising from exceptional circumstances. We may amend our pricing before confirmation if the scope, urgency, or complexity of the job changes materially.

Payment terms will be confirmed at booking or on the invoice. In many cases, payment is due on completion, but deposits, partial advance payments, or card pre-authorisation may be required for certain bookings. Accepted payment methods may include bank transfer, card payment, or other approved methods. Cash may be accepted only where agreed in advance. Any outstanding balance must be paid promptly and in full.

If payment is not received when due, we may charge reasonable recovery costs, suspend further services, or cancel future appointments. Where a customer disputes an invoice, the undisputed portion should still be paid by the due date. Nothing in these terms prevents us from pursuing lawful recovery of unpaid sums.

4. Changes, Delays, and Cancellations

We understand that plans may change. If you need to amend the booking, you should notify us as early as possible. We will try to accommodate reasonable changes, but alterations depend on staff availability and scheduling. If the scope of work increases significantly, we may revise the price or ask to reschedule.

Cancellation terms may vary depending on the type of appointment and any notice period stated at the time of booking. If you cancel with insufficient notice, a cancellation fee may apply to cover reserved time, travel, and administrative costs. In some cases, the full booking amount may be charged where the appointment was arranged for a fixed slot and we were unable to reallocate that time.

If we have to cancel or move a booking because of staff illness, severe weather, transport disruption, equipment failure, or other events beyond our reasonable control, we will seek to reschedule at the earliest practical time. We will not be liable for indirect losses arising from a cancellation or delay, provided that we have acted reasonably and in good faith.

5. Scope of Work and Service Standards

Cleaning tasks may include dusting, vacuuming, mopping, wiping surfaces, sanitising designated areas, bathroom and kitchen cleaning, and other agreed services. The precise scope depends on the booking and on the condition of the property at the time of attendance. We do not guarantee stain removal, restoration of damaged materials, or the reversal of wear, limescale, ingrained dirt, or long-term neglect unless specifically agreed in writing.

Where specialist products or equipment are required, we may use materials that are suitable for the task and lawful for the intended surface. If you require us to use a particular product, you must inform us in advance and provide full usage instructions and safety information. We reserve the right to decline products that appear unsafe, unsuitable, expired, or likely to cause damage.

We will use reasonable skill and care in providing the service, consistent with normal industry practice. However, cleaning results can be affected by pre-existing damage, poor maintenance, unsuitable materials, and environmental conditions. The customer accepts that some variation in outcome is inevitable and that cleaning is a service of effort and care, not an absolute guarantee of appearance.

6. Liability and Property Damage

We will take reasonable precautions to protect your property, but we are not responsible for damage arising from pre-existing defects, hidden weaknesses, improper installation, poor maintenance, or items that are already fragile. This includes, without limitation, loose fittings, peeling paint, aged sealant, defective plumbing, unstable shelving, and surfaces that deteriorate under normal cleaning methods.

Our liability for loss or damage is limited to what is required by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded. Subject to that, we are not liable for indirect, consequential, or special losses such as lost profits, missed appointments with third parties, business interruption, or loss of opportunity.

If you believe damage has occurred during a clean, you must notify us as soon as reasonably possible and provide clear details, photographs, and any relevant supporting information. We may inspect the area, investigate the circumstances, and seek to remedy the issue where appropriate. Any claim must be raised promptly so that the facts can be assessed fairly.

7. Waste Regulations and Disposal

Our services may involve the removal of ordinary waste generated during the cleaning process, such as packaging, dust, and non-hazardous debris, if that has been agreed. However, waste handling is subject to applicable UK environmental and disposal rules. We will not remove items that are hazardous, regulated, prohibited, or require specialist licensing unless such handling is expressly agreed and lawful.

You are responsible for telling us if there are any materials that need separate handling, including sharp objects, contaminated waste, bodily fluids, asbestos-related materials, chemicals, batteries, paints, or electrical items. If such materials are discovered unexpectedly, we may stop work and advise that they are dealt with by the appropriate specialist service. We are not obliged to transport or dispose of waste that could breach environmental or health and safety requirements.

Where waste disposal is included, it is limited to lawful disposal methods and to the extent permitted by local facilities and applicable regulations. The customer remains responsible for ensuring that any items left for disposal are legally suitable to be removed. We accept no responsibility for penalties arising from undisclosed hazardous waste or from items that should have been handled through a specialised collection route.

8. Complaints, Re-cleans, and Service Issues

If you are dissatisfied with any aspect of the service, you should inform us within a reasonable time after the appointment. We may offer a re-clean, partial remedy, or another appropriate solution depending on the facts and the nature of the issue. Any proposed remedy is offered without admission of liability and without prejudice to our rights under these terms.

To assess a complaint properly, we may request photographs, a description of the concern, and access to the relevant area. A complaint will not automatically entitle the customer to a refund or price reduction. Any remedy will be determined fairly, taking into account the agreed scope, the condition of the property, and whether the issue arose from our performance or from circumstances outside our control.

Minor variations in appearance, finish, or result do not necessarily amount to a breach of contract. Cleaning outcomes depend on many factors, including the age of the surface and prior maintenance. We will, however, always aim to resolve genuine concerns efficiently and in a professional manner.

9. Termination and Suspension

We may suspend or terminate services immediately if there is abuse, unsafe working conditions, non-payment, material misrepresentation, unlawful activity, or repeated failure to provide access. We may also withdraw from a booking if continuing would expose staff to unacceptable risk or require us to breach any law, regulation, or safety procedure.

You may end recurring services by providing reasonable notice in accordance with any agreed schedule or billing cycle. Any outstanding fees for work already completed remain payable. If equipment, keys, or access devices have been provided by the customer, they should be returned in a reasonable manner after termination of the service relationship.

Termination does not affect rights and obligations that are intended to continue after the end of the service, including payment obligations, liability provisions, complaint handling for past work, and any clause that by its nature should survive termination.

10. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law requires otherwise.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy on one occasion does not waive that right or remedy on any other occasion. These terms represent the general basis of service for customers seeking domestic and commercial cleaners Richmond Upon Thames, with fair operation, lawful conduct, and clear expectations at the centre of the agreement.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. We recommend retaining a copy for your records. The objective of these terms is to support a reliable, professional, and transparent service relationship, with responsibilities clearly allocated between the customer and the cleaning provider.