Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Camberwell, referred to in this document as “we”, “us” or “our”. By making a booking, you, the customer, agree that the service will be supplied in line with the terms below. They are intended to create a clear and fair arrangement for both sides, covering the booking process, payment, cancellations, liability, waste handling and the law that applies to the agreement. Nothing in these terms is intended to reduce your statutory rights as a consumer under UK law.

We provide domestic and commercial cleaning services with reasonable care and skill, and we aim to keep our arrangements straightforward. However, because every property and every task is different, the exact scope of work, timing and any special requirements must be confirmed at the time of booking. The cleaner Camberwell service you request may include one-off cleaning, regular cleaning, end-of-tenancy cleaning, deep cleaning or other agreed domestic services, subject to availability and suitability.

These terms apply whether the service is booked once, on a recurring basis or as part of a larger cleaning arrangement. By proceeding with a booking, you confirm that you have authority to agree to these terms on behalf of yourself, your household, your employer or any other person for whom the service is arranged.

1. Booking Process

A booking is only confirmed once we have agreed the service details and provided confirmation of the scheduled date, time, service type and any quoted price or estimated charge. Until that point, any discussion, enquiry or provisional arrangement should be treated as non-binding. We may request further information before confirming a booking, including the size of the property, the condition of the premises, access arrangements, parking restrictions, or any special cleaning requirements.

When making a booking for cleaners in Camberwell, you must provide accurate and complete information. This includes the address of the property, the number of rooms to be cleaned, any hazards we should be aware of, whether pets are present, and whether electricity, running water and safe access will be available. If inaccurate or incomplete information is supplied, we may need to revise the price, change the service scope, delay the appointment or, in some cases, cancel the booking.

We reserve the right to decline, reschedule or withdraw a booking where the requested work is unsuitable, unsafe or outside the normal scope of our service. This may include, for example, extreme biohazards, severe infestation, unsafe structural conditions, or situations where specialist equipment or licensing is required. Any such decision will be based on practical and legal considerations, not on arbitrary refusal.

2. Service Scope and Customer Responsibilities

Our cleaners Camberwell service is limited to the tasks agreed at the time of booking or set out in the service description. Unless expressly agreed in advance, we do not provide services such as heavy lifting, moving large appliances, handling dangerous substances, dismantling fixtures, or cleaning areas that cannot be accessed safely. We may refuse to carry out additional tasks requested on the day if they fall outside the agreed scope.

You must ensure the property is reasonably ready for cleaning at the agreed time. This includes providing access to the premises, unlocking relevant rooms, removing valuables or fragile items where appropriate, and ensuring that the work area is safe. Where access is delayed or prevented, or where the cleaner is unable to work because the premises are not ready, waiting time may be charged or the booking may be treated as cancelled by the customer.

You are responsible for informing us of anything that could affect the service, such as water leaks, electrical issues, exposed wires, broken fixtures, or hazardous materials. If we believe the environment is unsafe, we may stop work immediately and leave the premises. In such cases, you may still be charged for the time spent, travel costs or other reasonable expenses already incurred.

3. Payments and Charges

Prices are normally quoted based on the information you provide and may be calculated by the hour, by the task, or as a fixed fee. Any quoted price is subject to change if the actual conditions differ materially from what was described during the booking process. We will aim to notify you before carrying out any additional chargeable work, unless circumstances make this impractical and the extra work is necessary to complete the agreed service safely or properly.

Unless otherwise stated, payment is due on completion of the service or in advance where this has been agreed. We may require a deposit for larger bookings, regular service arrangements or high-value cleaning jobs. Accepted payment methods and any payment deadlines will be confirmed at the time of booking. If payment is not received when due, we may charge reasonable recovery costs and may suspend or refuse further services until the outstanding balance is settled.

Any unpaid invoice remains your responsibility even if you were not present during the service. If a third party has booked on your behalf, the person who made the booking and the person receiving the service may both be liable where permitted by law and where it is reasonable to do so.

4. Cancellations, Rescheduling and No-Shows

If you need to cancel or change a booking, you should notify us as soon as possible. Cancellation terms may vary depending on the type of service, the lead time and whether staff have already been allocated. For standard bookings, we may apply a cancellation charge where reasonable notice is not given, especially if we have already reserved time and resources for your appointment.

Where a cancellation occurs after cleaners have been dispatched, arrived at the property, or begun work, you may be charged for the full or partial service, travel time and any other reasonable costs already incurred. If you are not available at the agreed time, if access cannot be gained, or if the appointment cannot proceed because of circumstances within your control, this may be treated as a late cancellation or no-show.

We may reschedule a booking if operational issues, adverse conditions or unforeseen events prevent us from attending at the agreed time. If we must cancel, we will seek to offer an alternative time where possible. Our liability for such cancellations is limited to refunding any prepaid amount for the cancelled part of the service, unless otherwise required by law.

5. Liability and Limitations

We will provide our cleaning services with reasonable care and skill, in line with applicable consumer law. If we fail to do so, you may be entitled to have the issue put right, a reduction in price, or other remedies provided by law. However, we are not responsible for pre-existing damage, ordinary wear and tear, or issues that arise because of hidden defects, unstable fittings, poor maintenance or unsuitable conditions at the property.

Our liability does not extend to loss or damage caused by inaccurate instructions, failure to disclose risks, misuse of the property after the service, or events outside our reasonable control. This includes, for example, electrical failure, water damage, acts of third parties, criminal damage, adverse weather, or other unforeseeable interruptions. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

Where our team is asked to move items, clean delicate surfaces, or handle valuable objects, you acknowledge that reasonable care will be taken but some risk may remain. We recommend that fragile, irreplaceable or high-value items are removed from the area before the service begins. To the fullest extent permitted by law, we will not be liable for indirect or consequential loss, loss of profit, or loss of opportunity arising from the service.

6. Waste Regulations and Disposal

We may remove limited waste created during the cleaning process only where this is part of the agreed service and where it can be lawfully handled as ordinary domestic or commercial waste. We do not carry out waste removal services unless expressly agreed in advance. Any rubbish, packaging, bags, or discarded items must comply with local and national waste rules, and you must not ask us to remove items that require special disposal without prior arrangement.

The customer is responsible for ensuring that any items left for disposal are not hazardous, restricted or subject to specialist treatment unless we have expressly agreed to handle them and we are legally permitted to do so. This includes, by way of example, chemicals, sharps, clinical waste, asbestos-related materials, paint tins, batteries, electrical waste, or other controlled items. If such materials are discovered during the service, we may refuse to touch or move them and may charge for time already spent.

Where waste is removed as part of an agreed cleaning service, it will be disposed of in a lawful and environmentally responsible manner. You agree not to place us in breach of any waste legislation, environmental obligation or site-specific rule. If our staff have to separate, bag or temporarily store waste due to your instructions, you remain responsible for ensuring that the final disposal method is lawful.

7. Complaints, Rework and Service Issues

If you believe the service has not been completed in line with the agreed scope, you should raise the issue promptly so that we can review it. In many cases, minor concerns can be addressed by clarifying the original instructions, offering a return visit, or arranging a proportionate remedy. Any request for rework should relate to the original service and must be made within a reasonable time after completion.

We are not obliged to return where the complaint relates to changes made after the service, new contamination, or conditions that were not present at the time the work was carried out. Similarly, if you or a third party has altered the area, used the space, or cleaned part of it after completion, it may no longer be possible to assess the original issue fairly.

Any remedy will be proportionate to the nature of the problem and the extent of the service delivered. We may choose to re-perform part of the work, offer a partial reduction, or take another reasonable step permitted under consumer law. This does not affect any rights you may have under statute.

8. General Legal Terms

These terms and conditions may be updated from time to time to reflect changes in our services, operational needs, or legal requirements. The version in force at the time of booking will apply to that booking unless a change in law requires a different approach. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force.

Any failure by us to enforce a right or remedy immediately does not mean that we have waived that right. A waiver will only be effective if it is clearly stated in writing. You may not transfer your rights or obligations under these terms without our prior agreement, unless such transfer is required by law. We may assign or subcontract part of the service where reasonably necessary for operational purposes.

Nothing in these terms affects your mandatory legal rights as a consumer. If there is any inconsistency between these terms and applicable law, the law will prevail. We intend these terms to be read in a fair and commercially sensible way, with each clause interpreted in the context of the service as a whole.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the cleaning service, the booking, payment, cancellation or liability provisions shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere.

This legal framework applies to all service arrangements, whether they are one-off bookings or ongoing cleaning agreements. By using the service, you confirm that you understand the terms above and agree that the contract is formed and interpreted under English law. We recommend that you keep a copy of your booking confirmation and any relevant service details for your records.

End of Terms and Conditions.