These Terms and Conditions govern the provision of cleaning services by Cleaners W12 to residential and commercial customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
In these Terms and Conditions, the following definitions apply:
Client means any individual, company or organisation that requests or receives cleaning services from Cleaners W12.
Company, we, us or our means Cleaners W12 as the provider of cleaning services.
Service or Services means any cleaning, housekeeping or related work provided by Cleaners W12 at the Client's premises.
Cleaner means any employee, subcontractor or representative engaged by the Company to deliver the Services.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Company and the Client, consisting of these Terms and Conditions and any written confirmation of booking issued by the Company.
The Company provides domestic and commercial cleaning services, including but not limited to regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning and related services. The specific scope of work for each booking will be agreed at the time of reservation, based on the information provided by the Client.
All Services will be delivered with reasonable skill and care, using appropriate cleaning methods and materials. However, the scope of work is limited to the time and tasks agreed in the booking confirmation. The Company does not guarantee the removal of all types of stains, odours or damage, and the outcome may be affected by factors beyond our control, such as the age and condition of surfaces, prior damage or incorrect use of products by others.
3.1 Bookings may be made by the Client through our online forms or other approved communication methods specified by the Company. The Client must provide accurate and complete information about the Premises, required Services, access arrangements and any special requirements.
3.2 A booking is deemed to be a request for Services and does not constitute a confirmed reservation until the Company has issued a booking confirmation. The Company reserves the right to decline a booking request without providing a reason.
3.3 By confirming a booking, the Client warrants that they are the owner, tenant or authorised occupier of the Premises and that they have authority to allow the Company and its Cleaners access to provide the Services.
3.4 The Client is responsible for ensuring that the Premises are safe, accessible and that utilities such as water and electricity are available for the duration of the Service. Failure to provide safe access or necessary utilities may result in the Service being cancelled or curtailed, and cancellation charges may apply.
4.1 The Client must provide clear and safe access to the Premises at the agreed time. This includes any keys, access codes or parking arrangements needed for the Cleaner to reach and enter the property.
4.2 If the Client is not present at the Premises, arrangements for key collection and return must be agreed in advance. The Company will exercise reasonable care when handling keys but accepts no liability for loss or damage arising from incorrect information or instructions given by the Client regarding access.
4.3 The Client must ensure that fragile items, valuables, important documents and other sensitive possessions are safely stored away prior to the start of the Service. The Company will not be responsible for loss of or damage to items not clearly visible or not reasonably identifiable as fragile or valuable.
4.4 The Client must inform the Company in advance of any known hazards at the Premises, including but not limited to structural issues, hazardous materials, faulty electrics, or aggressive pets. The Company reserves the right to withdraw or suspend Services where health and safety may be compromised.
5.1 Service prices are set out in our current pricing information or confirmed individually at the time of booking. The Company reserves the right to update prices from time to time. Any change in price will not affect confirmed bookings that have already been accepted by the Company.
5.2 Prices are usually based on an hourly rate, a fixed fee, or a combination of both, depending on the type of Service. If the information provided by the Client at the time of booking is inaccurate or incomplete, the Company may adjust the price to reflect the actual size, condition or requirements of the Premises.
5.3 The Client agrees to pay all charges in accordance with the payment terms communicated at the time of booking. Payment may be required in advance or on completion, depending on the nature and frequency of the Service.
5.4 Accepted methods of payment will be indicated by the Company and may include card payments, bank transfers or other cashless payment options. The Company does not permit payment directly to Cleaners in cash unless expressly authorised in writing.
5.5 Where Services are provided on a recurring basis, such as weekly or fortnightly cleaning, the Client may be invoiced in regular billing cycles. All invoices are payable by the due date shown. The Company reserves the right to suspend or cancel future Services where invoices remain unpaid.
5.6 Interest and reasonable administration charges may be applied to overdue accounts in accordance with applicable law.
6.1 The Client may cancel or reschedule a booking by providing notice within the timeframe specified by the Company. Unless stated otherwise in writing, a minimum of 24 hours notice before the scheduled start time is required for standard Services, and a longer notice period may apply to large or specialist jobs.
6.2 If the Client cancels or reschedules a booking with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the booked Service. This is to cover administration costs and the Cleaner’s reserved time.
6.3 If the Cleaner is unable to gain access to the Premises at the scheduled time due to reasons under the Client’s control, including but not limited to absent occupants, incorrect keys or blocked access, this will be treated as a late cancellation and the relevant fee may be applied.
6.4 The Company will make reasonable efforts to attend all confirmed bookings. However, we reserve the right to cancel or reschedule a Service due to unforeseen circumstances such as staff illness, severe weather, emergencies or operational issues. In such cases, the Company will offer an alternative appointment or a refund for any pre-paid amount for the affected session.
7.1 The Client must provide accurate information at the time of booking, including the size and layout of the Premises, type of surfaces, level of soiling and any particular tasks required.
7.2 The Client must ensure that the Premises are in a condition suitable for cleaning. This includes removing excessive clutter, personal items and obstacles that may prevent proper access to surfaces and areas to be cleaned.
7.3 The Client shall not directly engage or employ any Cleaner introduced by the Company for private work without the Company’s prior written consent. This restriction applies during the provision of Services and for a period of 12 months after the last Service provided by that Cleaner to the Client.
7.4 The Client must treat Cleaners with respect and provide a safe working environment. Any form of abuse, harassment or discrimination may result in immediate termination of the Agreement without refund.
8.1 The Company will exercise reasonable skill and care in the provision of Services. However, the Company’s liability for any loss or damage arising from or in connection with the Services is limited to the total amount paid by the Client for the specific Service in question.
8.2 The Company will not be liable for:
Loss or damage arising from inaccurate or incomplete information supplied by the Client.
Pre-existing damage, wear or defects to surfaces, furnishings or items within the Premises.
Loss of or damage to highly fragile, valuable or sentimental items that have not been clearly identified or safely stored away by the Client.
Indirect or consequential losses, including loss of profit, loss of opportunity or loss of enjoyment.
8.3 The Company carries appropriate public liability insurance in respect of accidental damage or injury caused by its negligence. Details of insurance cover are available on request.
8.4 Any claim for loss or damage must be reported to the Company in writing as soon as reasonably possible, and in any event within 48 hours of the Service. The Client must provide full details and, where applicable, evidence such as photographs or receipts. The Company reserves the right to inspect the alleged damage before any remedial action or compensation is agreed.
9.1 The Company will handle general household and non-hazardous commercial waste generated during the normal course of cleaning, such as dust, vacuumed debris and small quantities of packaging. This waste will be placed in the Client’s designated bins at the Premises, in line with local waste collection arrangements.
9.2 The Company is not a licensed waste carrier and does not remove large volumes of waste, bulky items, construction rubble, white goods or hazardous materials from the Premises. The Client is responsible for arranging appropriate collection or disposal of such items through authorised waste management services.
9.3 The Client must inform the Company in advance of any substances on the Premises that may be considered hazardous, including chemicals, biological waste, needles or other dangerous items. Cleaners are entitled to refuse to handle any materials that, in their reasonable opinion, pose a risk to health, safety or the environment.
9.4 The Company aims to use cleaning products and methods that are effective and mindful of environmental impact, where practicable. If the Client requests the use of specific products provided by them, the Client accepts responsibility for the suitability and safety of those products.
10.1 The Company is committed to providing a high standard of service. If the Client is dissatisfied with any aspect of the Service, they should raise the issue with the Company as soon as possible, preferably within 24 hours of completion.
10.2 Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund or another appropriate remedy. Any re-clean must usually be carried out within a reasonable time frame and on a mutually agreed date.
10.3 Complaints raised more than 48 hours after the Service may be more difficult to verify and may limit the Company’s ability to provide a remedy.
11.1 All content, branding and materials used by the Company, including logos, text and images, remain the property of the Company and may not be copied, reproduced or used without prior written consent.
11.2 From time to time, the Company may request permission to take non-identifying photographs of cleaned areas for use in marketing. No such images will be taken or used without the Client’s consent.
12.1 The Company collects and processes personal data necessary for the provision of Services, such as names, addresses, access instructions and payment details. This information is handled in accordance with applicable data protection laws.
12.2 The Company will only use the Client’s personal information to manage bookings, deliver Services, process payments, handle queries and, where consent is given, provide information about related services that may be of interest.
12.3 The Client’s data will not be sold to third parties. Information may be shared with subcontractors or service providers solely for the purpose of delivering the Services and only where appropriate safeguards are in place.
13.1 Either party may terminate ongoing regular Services by giving reasonable notice in accordance with any specific terms agreed at the outset of the arrangement.
13.2 The Company may terminate the Agreement with immediate effect if the Client fails to pay amounts due, breaches these Terms and Conditions, provides unsafe working conditions or engages in abusive or inappropriate behaviour towards Cleaners or staff.
13.3 Termination will not affect any rights or obligations that have already accrued at the date of termination, including outstanding payments.
14.1 The Company may update these Terms and Conditions from time to time to reflect changes in law, industry practice or the way we operate our business.
14.2 The current version of the Terms and Conditions will apply to all new bookings. Where changes materially affect ongoing regular Services, the Client will be notified and continued use of the Services after such notification will constitute acceptance of the updated terms.
15.1 These Terms and Conditions and any non-contractual obligations arising out of or in connection with them are governed by the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court, the remaining provisions shall remain in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 The Agreement between the Company and the Client is personal to the Client and may not be assigned or transferred without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations where necessary to deliver the Services.
16.4 These Terms and Conditions, together with any booking confirmation issued by the Company, constitute the entire agreement between the parties and supersede any prior discussions, representations or arrangements, whether written or oral, relating to the subject matter.
By choosing to book an appointment today you will get the most professional and affordable cleaners W12 services at prices everyone in Shepherd’s Bush can afford.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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