Cleaners SE16 Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners SE16. By making a booking, you confirm that you have read, understood, and agreed to these terms. They are intended to create a clear and fair service agreement for domestic and commercial customers who use our cleaning services, end of tenancy cleaning, specialist cleaning, and recurring maintenance appointments. These terms apply whether the booking is made online, by telephone, by email, or through any other accepted booking method.

For the purposes of these terms, references to “we”, “us”, and “our” mean Cleaners SE16, and references to “you” and “your” mean the customer, client, or person placing the booking. Where a booking is made on behalf of another person, the individual making the booking confirms that they have authority to agree to these terms on that person’s behalf. If a property owner, tenant, landlord, managing agent, or business representative instructs us, they are responsible for ensuring that the booking details are accurate and that access is available at the agreed time.

The service scope is defined by the booking confirmation, the condition of the premises, and any pre-agreed instructions. Unless expressly agreed in writing, a cleaning service does not include repairs, hazardous material removal, lifting of heavy furniture, or any task outside the normal scope of professional cleaning. Where a customer requests additional tasks during the appointment, these may be treated as an extra service and charged accordingly. We reserve the right to decline work that is unsafe, unlawful, or beyond the capability of the assigned cleaner or team.

Booking Process and Service Confirmation

All bookings are subject to availability and are only confirmed once we have accepted the request and provided a booking confirmation. A quotation may be given before booking, but the final price may change if the actual condition, size, access, or scope of the premises differs from the information supplied at the time of enquiry. Customers must provide accurate details, including the type of cleaning required, the property size, special surfaces, parking restrictions, access arrangements, and any known issues that may affect the service.

When arranging a booking, you agree to cooperate with reasonable requests for information needed to assess the work properly. For example, an estimate for a standard cleaning service may differ from the final charge if the property is significantly more soiled than described, if additional rooms are added, or if the appointment requires more time than originally scheduled. If we identify a material discrepancy before starting work, we may revise the price, adjust the service, or decline to proceed where agreement cannot be reached.

Booking times are planned around operational availability and may be subject to change due to staffing, traffic, weather, equipment issues, or other unforeseen circumstances. We will make reasonable efforts to attend at the agreed time, but arrival windows may apply. If access is not available, if the property is vacant without prior arrangement, or if the customer is absent where attendance is required, the booking may be treated as a missed appointment and a call-out or cancellation charge may apply.

Payments, Invoicing, and Charges

Payment terms will be confirmed at the time of booking. Depending on the type of service, payment may be required in advance, on completion, or by invoice. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We may require a deposit for larger jobs, one-off specialist cleaning, or repeat appointments booked at short notice. The deposit, if applicable, secures the booking and may be applied against the final invoice.

Invoices must be paid by the due date stated on the invoice or booking confirmation. If payment is made by bank transfer, card, or another accepted method, the customer remains responsible for ensuring that the payment is completed correctly and in full. We may charge interest or recover reasonable costs for overdue amounts in accordance with applicable law. Any discounts, promotional rates, or package prices are offered at our discretion and may be withdrawn where the booking details change or where the customer breaches these terms.

If additional time, labour, products, or disposal charges are required due to the condition of the premises or changes requested during the appointment, these will be added to the final price. Examples include extra stain treatment, oven detail work, deep limescale removal, or extended end of tenancy cleaning beyond the original estimate. We will normally explain such charges before continuing, but where immediate action is needed to complete the service safely and properly, reasonable extra charges may be applied and included in the final invoice.

Cancellations, Rescheduling, and Access

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the service type and the scheduled date. Cancellations made within a short period before the appointment may result in a cancellation fee, especially where staff, transport, equipment, or allocated time cannot be rebooked. Where a deposit has been paid, it may be retained in full or in part to cover administrative and scheduling costs, subject to the nature of the cancellation and any consumer law rights that may apply.

If you need to change the appointment, you should do so as early as possible. We will try to accommodate requests for a new date or time, but rescheduling is subject to availability. If the team arrives and cannot access the property, if keys are not provided as agreed, or if the customer is unable to attend a pre-arranged inspection or handover, the booking may be charged as a failed visit. Repeated changes or repeated failed access may also affect future booking availability.

We reserve the right to cancel or postpone a booking where circumstances beyond our control make performance impractical or unsafe. This includes severe weather, illness, transport disruption, equipment failure, power loss, water supply issues, or where the property presents an unacceptable risk. In such cases, we will use reasonable efforts to contact the customer and offer a revised appointment date. Our responsibility is limited to rescheduling or refunding any amount paid for the affected service, unless otherwise required by law.

Service Standards, Customer Duties, and Liability

We will provide cleaning services with reasonable care and skill, using suitable methods and products for the task agreed. However, the customer is responsible for ensuring that the property is reasonably prepared for cleaning, including the removal of valuables, fragile items, confidential documents, and personal belongings from work areas where appropriate. Customers should also inform us of any special instructions, allergies, delicate finishes, hidden damage, security systems, or known issues that may affect the service or the products used.

We are not responsible for pre-existing damage, wear and tear, manufacturing defects, structural faults, or deterioration caused by age, poor maintenance, or unsuitable materials. Certain marks, stains, odours, and contamination may not be fully removable, even with professional cleaning methods. Where a surface or item is especially delicate, the customer should tell us in advance. If we believe that cleaning a particular area may cause damage, we may refuse to proceed or may do so only with the customer’s written or verbal confirmation at their risk.

Our liability for loss or damage is limited to direct loss that is reasonably foreseeable and caused by our proven negligence or breach of contract. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under law. Subject to those protections, we are not liable for indirect, consequential, or economic losses, including loss of profit, business interruption, missed opportunities, or claims arising from delayed access or incomplete customer preparation.

Waste Handling, Disposal, and Regulations

Where a service requires the removal of waste, the handling and disposal of rubbish will be carried out in accordance with applicable UK waste regulations and local authority requirements. We will only remove waste that has been agreed in advance or that forms part of the booked service. The customer must tell us whether waste includes general household rubbish, bulky items, cleaning residue, food waste, broken fixtures, or materials requiring special treatment. We do not accept responsibility for items that are hazardous, contaminated, or unlawfully stored unless this has been agreed separately and lawfully.

Hazardous waste, including asbestos, chemicals, medical waste, biological material, sharps, paint, fuel, gas cylinders, or any substance requiring specialist handling, is excluded unless we have expressly agreed in writing and are legally able to manage it. If such materials are discovered during the service, we may stop work immediately and ask the customer to arrange appropriate removal. Any attempt by a customer to conceal hazardous waste or to instruct us to dispose of restricted materials may be treated as a serious breach of these terms and may result in termination of the service without refund.

The customer remains responsible for ensuring that waste presented for collection or disposal is lawful to handle and accurately described. Where bags, boxes, or bulky items are left for removal, they must not contain prohibited materials unless disclosed and approved in advance. If we incur additional costs because of incorrect waste descriptions, access restrictions, contamination, or compliance requirements, those costs may be charged to the customer. We may refuse waste removal where doing so would breach the law, create health and safety risks, or exceed the scope of the booked service.

Complaints, Changes, and Termination

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can review the matter and, where appropriate, inspect the issue or offer a reasonable remedy. Any complaint should be made within a reasonable time after the service is completed, and the customer should allow us an opportunity to assess the concern. We may request photos, access to the relevant area, or further information before deciding whether a remedy is appropriate. This does not affect any statutory rights that cannot be waived.

We may amend these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is necessary to reflect an agreed service amendment. If a customer materially breaches these terms, provides false information, behaves abusively, or creates unsafe conditions, we may suspend or terminate the service immediately. In such circumstances, any refund, if due, will be assessed fairly taking into account work already completed, costs incurred, and any loss caused by the breach.

Nothing in these terms affects your rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK legislation. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. These terms are intended to operate fairly and transparently alongside any specific written agreement, quotation, or booking confirmation issued for a particular cleaning service.

Governing Law and Final Provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer rights provide otherwise. If a disagreement cannot be resolved informally, the parties will first try to reach a practical solution in good faith before taking formal legal steps.

By confirming a booking with Cleaners SE16, you accept that these terms apply to the relevant service and that any instructions given at booking, by email, by message, or on-site may form part of the service agreement where consistent with these terms. Together with the booking confirmation and any written quotation, these conditions provide the framework for a professional, lawful, and transparent cleaning arrangement. They are designed to protect both the customer and the service provider while setting clear expectations for booking, payment, cancellation, liability, waste handling, and dispute resolution.