Cleaners W12 Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners W12. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear and fair understanding of the service, payment, cancellation, and responsibility arrangements. They apply to domestic and commercial cleaning work unless a separate written agreement states otherwise. 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 person or business placing the booking.

Our aim is to deliver a professional cleaners W12 service with clear expectations from the outset. The contract begins when a booking is accepted, whether by telephone, email, online form, or any other written method we may offer. Please read these terms carefully before confirming any appointment, as they describe the limits of our responsibilities, the way charges are calculated, and what is expected from both sides to keep the service efficient and safe.

We may update these terms from time to time. Any revised version will apply to future bookings made after the date of publication or issue. If you continue to use our cleaning service after changes are made, that use will be taken as acceptance of the revised terms. Nothing in this document affects your statutory rights under UK consumer law.

Booking Process

A booking request may include details such as the type of cleaning required, property size, preferred date and time, access arrangements, and any specific tasks you want completed. We may ask for additional information in order to provide an accurate estimate or to confirm availability. A booking is not secured until we have accepted it and, where required, received a deposit or pre-authorisation. We reserve the right to decline or reschedule a request where staffing, safety, access, or service limitations make the appointment impractical.

When arranging cleaning services W12, you must provide accurate information about the property and the work required. If the information supplied is incomplete or incorrect, the final price, duration, or scope of work may change. Where the service is time-based, our cleaners will work for the agreed period and focus on the tasks agreed in advance. Where the service is task-based, the work will be limited to the listed items unless additional work is approved.

We may need you to provide access to the property at the agreed time. This may include keys, entry codes, parking instructions, or permission to contact a building manager or concierge. If access is delayed or unavailable, the booking may still be charged in full or in part if our staff have arrived as scheduled and are unable to begin work through no fault of ours. Any keys or access devices entrusted to us will be handled with reasonable care.

Payments and Charges

All prices quoted are based on the information available at the time of booking and may be subject to change if the scope of work differs from what was described. Unless otherwise stated, charges are payable in pounds sterling. We may request a deposit to secure a booking, especially for one-off cleans, large properties, deep cleans, or appointments requiring special equipment. The balance must be paid in full by the due date stated on the invoice or at the completion of the service if that is the agreed arrangement.

Payment methods may include bank transfer, card payment, or another approved method communicated at the time of booking. If payment is made in advance, it covers the scheduled service only and does not guarantee completion of work beyond the agreed scope. If additional work is requested during the appointment, we may charge extra, provided the customer approves the extra cost or authorises the cleaner to continue under the applicable rate structure.

Where a recurring service is arranged, invoices may be issued weekly, monthly, or after each visit, depending on the agreement. Late payments may result in suspension of future appointments until all outstanding sums are paid. We also reserve the right to charge reasonable recovery costs permitted by law for overdue invoices. If a payment is reversed, declined, or disputed without valid reason, we may treat the booking as unpaid and seek recovery of the amount due.

Cancellations, Rescheduling, and Non-Attendance

We understand that plans can change, but cancellations and rescheduling requests should be made as early as possible. For standard appointments, we normally require at least 24 hours’ notice. For larger bookings, deep cleaning, end-of-tenancy work, or services requiring special preparation, a longer notice period may apply and will be confirmed at the time of booking. Cancellations made within the required notice period may be charged in part or in full where staff have already been allocated to the appointment.

If you are unable to provide access at the scheduled time, or if our team cannot begin the service because the property is not ready, we may charge a call-out fee or the full appointment fee, depending on the circumstances and the time lost. This includes situations where the premises are locked, the key is unavailable, or the person responsible for entry is absent. For W12 cleaners bookings, repeated missed appointments may lead to refusal of future service.

We may also need to reschedule in the event of illness, severe weather, equipment failure, or other circumstances beyond our control. Where this happens, we will make reasonable efforts to offer an alternative appointment. We are not responsible for indirect losses caused by a change of schedule, provided we acted reasonably and in good faith.

Service Standards and Customer Responsibilities

The service will be carried out with reasonable care and skill. Our cleaners may use their professional judgment to decide the safest and most effective way to complete the work, provided they remain within the agreed brief. Some marks, stains, wear, or damage may not be removable by standard cleaning methods, and we do not guarantee restoration of surfaces to a like-new condition unless that result has been specifically agreed in writing.

You are responsible for ensuring that the property is safe for cleaning work to take place. This includes securing pets, removing items of obvious value, and informing us about fragile surfaces, electrical risks, leaks, or any hazardous materials. If there are items or areas that should not be touched, you must point them out before the appointment begins. Our cleaning company W12 may decline to clean certain areas where the risk of damage or injury is too high.

We may move light furniture or portable items in order to clean underneath or around them, but we are not required to move heavy, fixed, or potentially dangerous objects. Any special instructions must be given in advance. If you are not present during the service, you authorise us to use our reasonable judgment in carrying out the agreed tasks. We will not be liable for the consequences of undisclosed hazards or instructions that were not communicated beforehand.

Liability and Limitations

We will take reasonable care when carrying out all work, but our liability is limited to the extent permitted by law. We do not exclude 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 responsible for losses that arise from circumstances beyond our control, including but not limited to poor maintenance, pre-existing damage, unsuitable materials, or defects in the property.

Where damage is alleged, you must notify us as soon as reasonably practicable and provide supporting information, including photographs and a description of what occurred. We may need time to investigate the matter before accepting or rejecting responsibility. If we are found to be at fault, our liability will ordinarily be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation, rather than any sentimental or consequential value.

We are not liable for loss of income, loss of opportunity, loss of profits, or any indirect or consequential loss arising from the service, except where such exclusion is prohibited by law. We do not accept responsibility for items left unsecured in the property, nor for damage caused by hidden faults, faulty fittings, weak fixtures, or materials that are not suitable for cleaning with standard methods. The customer remains responsible for ensuring that valuable, fragile, or irreplaceable items are protected.

Waste, Refuse, and Regulatory Compliance

All waste handling will be carried out in a manner consistent with applicable UK waste regulations and local rules. Our cleaners may collect ordinary waste generated during the service if this is part of the agreed task, such as bagging general rubbish from bins or removing non-hazardous cleaning debris. However, we do not remove controlled waste, hazardous materials, sharp objects, bodily fluids, asbestos, chemicals, clinical waste, or any item that requires specialist disposal unless this has been agreed in advance and lawful arrangements are in place.

Customers must inform us if there are any materials that could be considered hazardous or regulated. This is especially important where the property contains renovation waste, broken glass, needles, paint, solvents, or other potentially dangerous items. If we discover waste that cannot lawfully or safely be handled as part of the service, we may stop work in that area and report the issue to you. Any extra costs incurred because of improper waste presentation, segregation, or disposal instructions may be charged to you where permitted.

We expect both parties to comply with all relevant laws relating to health and safety, environmental protection, and waste management. Our team may refuse to remove or move any item that would place them in breach of legal obligations or create a risk to people or property. This policy is intended to support responsible cleaning services W12 operations while ensuring that disposal practices remain lawful and proportionate.

Complaints, Substitutions, and Service Changes

If you are unhappy with any aspect of the service, you should notify us within a reasonable time so that we can review the matter and, where appropriate, offer a remedy. Depending on the circumstances, this may include returning to correct an issue, adjusting the invoice, or providing another reasonable solution. Any complaint should be supported by relevant details so that it can be assessed fairly and promptly.

We may from time to time substitute a cleaner with another suitably trained member of staff. We may also change the order in which tasks are completed if doing so improves efficiency or safety, provided the agreed service is still delivered. A change in personnel does not affect the validity of the booking. If a requested task is outside our normal scope, we may decline it or charge separately after giving notice.

Where a customer asks for additional or altered work during a visit, the cleaner may accept or decline the request depending on time, equipment, and safety considerations. Any agreed change may affect the final fee and service timing. If the requested addition cannot reasonably be completed, the original booking will continue under the existing terms.

Termination, Suspension, and Governing Law

We may suspend or end a booking or ongoing arrangement if you fail to pay, provide false information, create unsafe conditions, or otherwise breach these terms. In such cases, we may charge for work already completed, travel time, or any non-recoverable costs reasonably incurred. We may also refuse future bookings where there has been repeated late payment, abusive conduct, or misuse of the service.

Nothing in these terms prevents either party from ending a recurring arrangement by giving the agreed notice. If no specific notice period is stated, a reasonable period will apply. Any termination will not affect rights or obligations that arose before the termination date, including payment obligations, claims for damage, or handling of complaints already reported.

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless consumer law requires otherwise. If any part of these terms is found to be unenforceable, the remaining provisions will continue in force. These Terms and Conditions are intended to provide a clear framework for a professional cleaners W12 service while keeping responsibilities balanced and legally compliant.