Terms and Conditions for Cleaners Chiswick

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Chiswick to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing access to the property, you agree to be bound by these terms. Please read them carefully before placing a request for any domestic or commercial cleaning service. For the purposes of this document, “we”, “us”, and “our” refer to the cleaning service provider, and “you” or “the customer” refer to the person requesting the service.

These terms apply to a wide range of cleaning services, including standard home cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and related specialist tasks where agreed in advance. The precise scope of the work will depend on the service type selected, the condition of the property, and any instructions provided at the time of booking. Any statement in these terms must be read alongside the service description, quotation, and confirmed booking details.

We aim to provide a professional and reliable service. However, because every property is different, the outcome of a cleaning visit may vary according to the surfaces, level of dirt, age of fittings, previous maintenance, and other practical conditions. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

A booking with Cleaners Chiswick is only confirmed once we have accepted your request and provided confirmation by the agreed method. Requests may be made by phone, email, online form, or other authorised means. All bookings are subject to availability, and we reserve the right to decline or reschedule a request where necessary. The booking process normally includes the following steps:

• submission of service details, including property type and requested date;
• provision of an estimate or quotation, where applicable;
• confirmation of the scope of work and any special instructions;
• agreement on access arrangements, duration, and any required equipment;
• final booking confirmation from us.

You are responsible for ensuring that the information provided is accurate and complete. If the property size, condition, or service requirements differ from the information supplied, we may revise the quotation, adjust the allocated time, or refuse to continue if the work cannot reasonably be completed within the agreed terms. If a service requires materials, products, or machinery not ordinarily included, this must be agreed before the appointment.

We may ask for clarification before confirming a booking. In some cases, particularly for larger or more specialised cleaning work, we may require photographs, a site visit, or further details in order to assess the job properly. This helps ensure that the service is suitable, safe, and priced fairly. A booking may also be subject to an arrival window rather than an exact time, especially where travel conditions or preceding jobs affect scheduling.

It is your responsibility to ensure that the property is accessible at the agreed time. If access is not available, if keys are not provided where required, or if entry cannot be gained because of an issue within your control, the appointment may be treated as a late cancellation or a failed visit. In such cases, a call-out or cancellation charge may apply. We may also refuse to proceed where access conditions create a safety risk.

When you confirm a booking, you are confirming that you are authorised to arrange the work for the property concerned. If you book on behalf of a landlord, tenant, business, or other third party, you warrant that you have authority to accept these terms on their behalf and to arrange access for the service.

2. Payments and Charges

All prices are quoted in pounds sterling unless otherwise stated. Charges may be based on hourly rates, fixed prices, or customised quotations, depending on the nature of the service. The final price may be affected by factors such as the level of dirt, additional tasks requested during the visit, parking limitations, the need for specialist products, or the amount of time required to complete the work.

Unless expressly agreed otherwise, payment is due on completion of the service and must be made by the method we specify at the time of booking or invoice. We may require advance payment, a deposit, or card pre-authorisation for certain appointments, especially where the service is time-sensitive or involves significant preparation. Failure to make payment when due may result in suspension of further bookings, recovery action, or the addition of reasonable administrative costs where permitted by law.

Any estimate provided before attendance is not a guarantee of the final charge unless expressly stated to be fixed. If the customer changes the scope of work during the appointment, requests additional tasks, or if the actual work materially exceeds the original description, we may revise the price accordingly. Additional charges may also apply for urgent bookings, out-of-hours work, or services requiring special handling.

Invoices, deposits, and refunds

Where invoices are issued, they must be paid by the deadline shown on the invoice. Deposits, where taken, are usually non-refundable unless cancellation rights apply under these terms or unless required by law. Refunds, if any, will be considered only where payment has been made for work not carried out or where a genuine error has occurred. Refunds do not apply to dissatisfaction caused by matters outside our reasonable control, including pre-existing damage, unsuitable materials, or inaccurate instructions.

You must notify us promptly if you believe a billing error has been made. We may ask for evidence supporting your query and will review the account in good faith. Set-off or deduction by the customer is not permitted unless required by law or agreed in writing. Any bank charges caused by failed payment methods, chargebacks, or refused transactions may be passed on to the customer where lawful.

For recurring cleaning services in Chiswick or elsewhere in the UK, we reserve the right to review pricing periodically to reflect changes in labour costs, supply costs, and operational expenses. Where possible, reasonable notice of price changes will be given before the next scheduled appointment.

We recognise that plans can change, and we aim to be fair and flexible when handling cancellations. However, late cancellations or missed appointments disrupt scheduling and may result in charges. If you wish to cancel or reschedule, you should inform us as soon as possible and in any event within the timeframe communicated at booking.

Unless a different period is stated in the booking confirmation, cancellations made with sufficient notice may be accepted without charge. Cancellations made too close to the appointment time, particularly where staff have already been assigned, may incur a fee to cover lost time and costs. If we arrive at the property and cannot carry out the service because of access issues, missing keys, incorrect information, or no one being available where attendance is required, this may be treated as a customer cancellation.

If we need to cancel or reschedule due to illness, severe weather, staff unavailability, safety concerns, or other unavoidable events, we will aim to notify you promptly and offer an alternative slot. We shall not be liable for indirect losses caused by a reasonable cancellation or delay, although we will use reasonable efforts to minimise inconvenience and complete the service within a suitable timeframe.

3. Service Standards and Customer Responsibilities

We will provide services with reasonable care and skill, using appropriately trained staff and, where applicable, suitable cleaning products and equipment. The customer must ensure that the premises are reasonably safe for work to be carried out. This includes securing pets, informing us of hazards, and letting us know about fragile items, restricted access, or areas that should not be cleaned. Please note that some tasks may require the customer to move personal belongings or provide clear access before the appointment begins.

You are responsible for removing or protecting valuables, cash, jewellery, confidential documents, and items of particular sentimental or financial value. While our staff will act carefully and professionally, we recommend that such items are stored away before cleaning begins. We are not obliged to clean items or areas that are unsafe, heavily contaminated, or likely to cause damage if cleaned in the usual manner.

The customer must also notify us of any special surfaces, coatings, instructions from landlords or managing agents, or pre-existing issues such as loose fixtures, cracked tiles, water damage, stained grout, or malfunctioning appliances. Such matters may affect the achievable result and the method used. Where specialist treatment is required, we may recommend a different service or decline to proceed if the risk is too high.

4. Liability and Limitations

We accept liability for loss or damage caused by our proven negligence, subject to the limits and exclusions set out in these terms and subject always to applicable law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited under UK law.

Our responsibility is limited to damage that arises directly from our fault while performing the agreed service. We are not responsible for pre-existing defects, wear and tear, hidden weaknesses, poor-quality fittings, or damage resulting from age, deterioration, or unsuitable materials. For example, some stains, scale build-up, odours, discolouration, and surface marks cannot always be fully removed without risk of harm to the underlying material.

To the fullest extent permitted by law, we shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Where our liability is established, our maximum liability in relation to any one booking shall not exceed the total amount paid or payable for that booking, except where a higher amount is required by law.

Any claim for damage or loss must be reported to us as soon as reasonably possible and, in any event, within a reasonable period after the service has been completed. You should provide supporting information, including photographs and a description of the issue. Failure to notify us promptly may affect our ability to investigate and may limit any remedy. We may inspect the alleged damage, request additional evidence, or seek to resolve the matter by repair, re-clean, replacement contribution, or refund where appropriate.

We are not liable for any damage caused by materials, equipment, or instructions supplied by the customer. If you request the use of a particular product against our advice, or if you decline a recommended precaution, the risk associated with that choice rests with you. Our staff may refuse to use products or methods they consider unsafe, unsuitable, or inconsistent with professional standards.

These limitations are designed to be fair and proportionate and do not reduce any rights you may have under consumer protection legislation. Where a legal remedy applies, it will be handled in accordance with the relevant statutory framework.

5. Waste Regulations and Disposal

We comply with applicable UK waste and environmental requirements when disposing of waste generated during cleaning activities. Any waste created by our work will be handled responsibly and, where necessary, separated for appropriate disposal. Customers must not ask us to remove or dispose of items that are hazardous, illegal, or not normally part of a standard cleaning service unless this has been agreed in advance and can lawfully be done.

The customer remains responsible for telling us about any waste that may be classed as controlled, hazardous, sharp, biohazardous, electrical, or otherwise subject to special rules. This includes items such as chemicals, needles, contaminated materials, bodily fluids, asbestos-related debris, or other regulated substances. We may refuse to handle such items if the necessary arrangements, documentation, or equipment are not available.

Where a service involves clearing waste from a property, the customer must ensure that the waste is lawfully stored, identifiable, and suitable for collection or removal. We do not assume responsibility for items left by third parties unless this is expressly agreed. Any disposal service may be subject to extra charges, licensing requirements, or proof of lawful authority to remove the materials concerned.

6. Governing Law and General Provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a booking, payment, cancellation, or service issue shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.

If any part of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be treated as severed and the remainder shall continue in full force. No failure or delay by us in enforcing any right shall amount to a waiver of that right. Any variation to these terms must be agreed by us in writing or through a clearly confirmed booking update.

These terms represent the full agreement between the parties in relation to the cleaning service, unless supplemented by a written quotation, invoice, or service-specific agreement. In the event of conflict, any service-specific written terms accepted by both parties may prevail to the extent of the inconsistency.

7. Final Provisions

By booking a service with Cleaners Chiswick, you confirm that you have read, understood, and accepted these terms. You also confirm that the property details provided are truthful and that you will cooperate in good faith to allow the service to be completed safely and efficiently. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply unless a later revision has been expressly agreed.

This document is intended as a general legal page for cleaning services in the UK and should be read with any booking confirmation or quotation issued for the specific appointment. If you continue to use our services, you accept the current version of these terms as applicable to your booking.