Cleaner Wandsworth Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Wandsworth. By making a booking, the customer agrees to these terms, which are intended to create a clear understanding of the service, the booking process, payment responsibilities, cancellation rules, liability limits, and waste handling requirements. They apply to domestic and commercial customers unless a separate written agreement says otherwise. Cleaner Wandsworth may update these terms from time to time, and the version in force at the time of booking will apply to that service.

For the avoidance of doubt, these terms are written for a UK service setting and should be read as a practical service agreement rather than legal advice. The aim is to make the arrangement fair, transparent, and easy to understand. If any part of these terms is found to be unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law. Nothing in these terms affects statutory rights that cannot legally be excluded.

In these terms, references to “we”, “us”, and “our” mean Cleaner Wandsworth, and references to “you” and “your” mean the customer, person booking the service, or business receiving the service. A cleaning appointment means the agreed date and time at which the service is to be carried out. A confirmed booking is a booking accepted by us in writing, by email, message, or another recorded method. The scope of work is limited to the tasks specifically agreed at booking or subsequently confirmed in writing.

Booking process

How bookings are made

Bookings with Cleaner Wandsworth may be requested by the customer using the available booking method and must include enough information for us to assess the job properly. This includes the type of property or premises, the cleaning tasks required, access arrangements, any preferred timing, and any relevant information that may affect the duration or price of the service. We may ask follow-up questions before accepting a booking.

A booking is only confirmed when we have accepted it and sent a confirmation. Until confirmation is issued, no contract exists and no specific date is guaranteed. We may decline a booking where the requested service is outside our scope, where the property condition presents unacceptable risk, where required access cannot be arranged, or where the requested work would require equipment, products, or specialist handling that we do not provide.

If the customer supplies inaccurate or incomplete information, we may adjust the service price, change the time required, or refuse to proceed if the actual conditions differ materially from those described. Where a quote has been given based on limited information, it is an estimate unless expressly stated to be fixed. Additional time, labour, or materials required because the provided details were incomplete may be charged at the applicable rate.

Customers must ensure that someone with authority is available to approve access, explain any site-specific requirements, and confirm any restrictions. If access is not available at the agreed time, or if we cannot safely begin the work, the appointment may be treated as a late cancellation or failed visit. Any keys, codes, fobs, or access instructions provided to us must be accurate and may only be used for the booked service.

Service standards

We will use reasonable skill and care when carrying out cleaning services. However, customers understand that results may vary depending on the condition of the property, the materials present, the age of surfaces, and any pre-existing wear, staining, or damage. Certain marks, odours, or build-up may not be fully removable. Where a task may carry a risk of damage, we may decline it or proceed only with the customer’s informed consent.

Payments and pricing

Charges

Prices are normally quoted based on the scope of work, property size, condition, access, and any special requirements. Unless stated otherwise, all prices are inclusive of any applicable taxes. Extra services, urgent bookings, extended hours, parking costs, specialist cleaning materials, or disposal costs may be added if agreed or reasonably necessary to complete the work. The customer is responsible for ensuring that the payment method provided is valid and that funds are available.

Payment terms may require full payment in advance, part payment before the service, or payment immediately after completion, depending on the service type and the confirmation provided. Where an invoice is issued, payment must be made by the due date stated on the invoice. If payment is not made on time, we may charge reasonable recovery costs and suspend further bookings until the account is settled.

Promotional offers, discounts, and package prices are subject to availability and may be withdrawn without notice for future bookings. Any quote or price estimate is valid only for the period stated or, if no period is stated, for a reasonable time. We reserve the right to amend a quote if the customer changes the booking details, adds tasks, delays the start time, or requests an extension to the original service.

Cancellations and rescheduling

Customers may cancel or reschedule a booking by providing notice in a reasonable time before the appointment. The amount charged may depend on the notice given, the type of service, and any costs already incurred in preparing for the job. If a cancellation is made at short notice, we may charge a cancellation fee to cover reserved labour, travel, or equipment allocation.

Where less than the agreed notice period is given, or where our team arrives but cannot proceed because access is unavailable or the customer is not ready, we may treat the appointment as cancelled by the customer. In such cases, a full or partial charge may apply. If we need to cancel or reschedule due to illness, safety issues, severe weather, equipment failure, or other circumstances beyond our control, we will use reasonable efforts to rearrange the service.

We are not responsible for any indirect loss caused by a cancelled or rescheduled appointment, including loss of earnings, inconvenience, or third-party charges, unless such liability cannot legally be excluded. Customers are encouraged not to book related services until the cleaning appointment has been confirmed and completed where timing is critical.

Liability

Limits on responsibility

We will not be liable for losses caused by information supplied by the customer that was incomplete, inaccurate, or misleading. We will also not be liable for pre-existing defects, wear and tear, hidden damage, structural faults, faulty fixtures, or items that are fragile, unstable, improperly installed, or unsuitable for cleaning. Customers should remove or secure valuable, delicate, or sentimental items before the service begins.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our total liability for any claim arising from a booking will be limited to the amount paid for the specific service giving rise to the claim, unless a higher amount is required by law.

If a customer believes damage has occurred, they must notify us within a reasonable period after the service and provide relevant details, including photographs where appropriate. We may request the opportunity to inspect the issue before any repairs, replacements, or third-party action is taken. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

We are not responsible for delays or failures caused by events beyond our reasonable control, including transport disruption, power failures, industrial action, acts of government, epidemics, or severe weather. Where such events occur, our obligations may be suspended for the duration of the event, and we will seek to resume performance as soon as reasonably possible.

Waste regulations and disposal

The customer is responsible for ensuring that any waste left for cleaning or disposal is lawfully held and does not include prohibited, hazardous, or regulated materials unless this has been expressly agreed in advance. Cleaner Wandsworth will only handle waste in accordance with applicable UK waste regulations and within the scope of the booked service. We may refuse to touch, move, or remove items that could present a health, safety, or compliance risk.

Where waste disposal is included as part of the service, the customer must accurately describe the materials involved. Hazardous substances, sharp objects, medical waste, asbestos, paint tins, chemicals, batteries, and electrical equipment may require specialist handling and may not be accepted under a standard cleaning booking. If such materials are discovered unexpectedly, we may suspend the work and request instructions.

Customers must not ask our staff to transport waste in a way that breaches environmental, licensing, or duty-of-care requirements. Any disposal carried out by us will be limited to lawful and practical arrangements connected to the service. If extra charges are needed for waste handling, including loading, segregation, or authorised disposal fees, these may be passed on to the customer where reasonable and permitted.

Customer obligations

Access, safety, and preparation

The customer must provide a safe working environment. This includes reasonable access to the premises, electricity, water, and where relevant, secure parking or entry instructions. If pets, children, fragile belongings, or ongoing construction work may affect the service, the customer should tell us in advance so that we can decide whether any adjustments are needed. We may refuse to carry out work that we believe is unsafe.

Unless otherwise agreed, the customer should remove personal items, secure valuables, and ensure that surfaces are clear enough for the relevant tasks to be completed. We are not required to move heavy furniture, lift fixed appliances, or handle items that could damage floors, walls, fittings, or the items themselves. Any request to move such items is at our discretion and may result in additional charges.

Customers must also ensure that their property complies with applicable health and safety requirements to the extent relevant to the service. If our staff are exposed to unpleasant, hazardous, or unsanitary conditions not disclosed beforehand, we may stop the work and charge for the time spent. We may also require additional protective measures or refuse further service until the issue is addressed.

Complaints and service issues

If there is a concern about the quality of the cleaning service, the customer should let us know as soon as reasonably possible and within a reasonable time after the appointment. We may offer a revisit, a partial refund, or another suitable remedy depending on the circumstances and the nature of the complaint. Any remedy will be assessed fairly, taking into account the condition of the property before cleaning and the tasks actually agreed.

Complaints will not usually be accepted where the issue results from normal wear, repeated use, new soiling after completion, or conditions outside our control. If a customer arranges for a third party to rectify an issue before allowing us the chance to review it, our ability to investigate may be reduced. We encourage customers to preserve evidence where possible and to avoid unnecessary remedial work until we have had an opportunity to respond.

Other legal terms

We may assign or subcontract part of the service where appropriate, provided the overall responsibility for the booking remains with us. The customer may not transfer their rights or obligations under the booking without our written consent. Any failure by us to enforce a term at one time does not mean we have waived the right to enforce it later. Headings are included for convenience only and do not affect interpretation.

These terms, together with the booking confirmation and any written amendments, form the entire agreement between the parties for the relevant service. Any change must be agreed in writing. If a conflict arises between a quote and these terms, the booking confirmation or written variation may take priority to the extent of the inconsistency. Otherwise, these terms prevail.

Governing law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a booking or service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. Customers who are consumers may also have rights under applicable consumer protection legislation, and nothing in these terms is intended to reduce those rights where such reduction would be unlawful.